ComplaintsforQueen City Motors

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a truck from queen city motors and since buying it I've had it back to them on multiple occasions because it had not been running right or has broke down on me. They replaced the the transmission through ********** and the transmission was still not fixed I then brought it back again and they said the vehicle was sent back to ********** and was then fixed and the transmission is still not fixed along with the transmission the motor has been ticking or knocking and when I brought the vehicle back for that they first didn't do anything at all they just fixed the transmission but on the 3rd time taking the vehicle back to be fixed they said they put a vacuum pump on it and that was what was making the noise which the truck is still knocking and still not running right when I then called them to ask them about it again I talked to Travis for the 3rd time and he put me on the phone with the mechanic and the mechanic told me that there was nothing wrong with the truck they simply do not want to fix the truck! It needs injectors and maybe more along with a whole new transmission!

  Business response

  11/15/2022

  Business Response /* (1000, 5, 2022/11/08) */ To Whom it may concern, We want nothing more than to fix Mr. ****'s truck and provide him with the quality of the vehicle he expects when he made his purchase from our company earlier this year! On 5/23 we had a third party company replace the transmission in this truck, the truck at that moment had 72,178 miles recorded. The truck was brought back to our establishment on 6/14 with complaints of the truck running rough at a cold start. We performed an induction service on the truck as well as an oil change and tire rotation on the truck. The miles recorded at this service was 76,768. A month later on 7/14 the truck came back into our establishment for complains of not running correctly. Upon that visit we replaced the injectors in the truck. The miles on the truck at that visit was 73,155. The lsat visit on 10/5 Mr. **** had scheduled an appointment with us because the truck was missing during acceleration and staying in second gear, the truck was having hard shifts. The truck at this visit had 75,949 miles recorded. We ordered and replaced a vacuum pump on the truck at this visit. We received the truck back from our third party repair shop that handles our transmission jobs and drove the vehicle to assure that it was running smoothly like expected. Mr. **** picked the vehicle up and we do not have appointments schedule for him in our repair shop. We have tried and will continue to do anything possible to fix Mr. ****'s truck. Mr. **** can have peace of mind that we will continue to tackle any problems with his truck but we do hope that everything is handled and fixed on his truck currently! Thank you, Travis W***** General Manager Queen City Motors

• Initial Complaint

  08/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On July 14 of the year, my wife and I saw a post for a 2022 Kia Sorento for sale. We contacted Queen City motors by phone and was advised it was a 2022 Kia Sorento X line sx. After hearing this, we decided to drive in to look at it. The vehicle was parked in the back lot and not up with the other vehicles. All vehicles on lot for sale had visible window stickers but the vehicle in question DID NOT. After looking at the vehicle, we had to wait for them to "price it" because it wasn't on their system yet. After getting a price we felt that was a good deal for a "x line SX Sorento" and purchased it and in doing so we traded my wife's car in on it (6700 trade credit) Fast forward to approximately one week later we look at the VIN on kbb and realize the vehicle is actually a "x line s" and not a SX which is about a 10,000 dollar difference in trim levels. We contact Queen City motors and explain to them the vehicle was falsely advertised to us. They offer to buy the vehicle back, we agree but when buying it back they decide to give us 40,000 approximately, 5400 under total purchase price, they keep her car, our extended warranty money and also require us to pay additional 1500. I feel being that they mis advertised the vehicle to is, this is not our fault. Also, why do all vehicles on lot have window stickers with vehicle info but not this one? We are seeking to be reimbursed our trade in amount credited for the purchase and also the 1500 dollars I paid them to take vehicle back. Vehicle that we traded in was owned by us with no money owed on it.

  Business response

  09/01/2022

  Business Response /* (1000, 7, 2022/08/31) */ We have reached out the Mr. and Mrs. **** and we have already settled this issue. If there are any further issues please let us know! Thank you, Travis W***** General Manager Queen City Motors Consumer Response /* (2000, 9, 2022/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Issue was resolved!

• Initial Complaint

  07/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2021 Chevrolet Silverado RST from Queen City Motors on April 28th 2022. The truck had 2 years left on the factory warranty and I got an extended Warranty through Queen City Motors. I got a check engine light with a dealer code on the truck three weeks after purchase. I took the truck to my local Chevrolet dealer for service. While the truck was having service, I asked for a trade in value of the truck. I was informed by the dealer that my truck did not have a factory warranty and the truck had been imported from Canada. The importing of the vehicle had not been disclosed to me prior to purchasing the vehicle. I had received a car fax on the vehicle after signing but if I had known the vehicle was imported in, I would not have purchased the vehicle. I called two other car dealerships and Chevrolet's main office who verified the lack of warranty and importing information. I contacted Queen City Motors on June 30th, 2022 to explain the warranty and importing issue. They gave me a buy back price that was considerably less than what I owed on the truck. I went back down on July 5th 2022 to stress that they misrepresented the truck and asked for a full refund. They told me they contacted Chevrolet and had fixed the warranty, but they would not refund the full amount of the truck. I told them that this was a consumer rights violation, but it fell on deaf ears. I would like a refund of the truck. I would even be willing to accept a refund of what is currently owed on the truck.

  Business response

  08/11/2022

  Business Response /* (1000, 5, 2022/07/08) */ Hello BBB, My name is Travis W***** General Manager with Queen City Motors. We sold the 2021 Chevrolet Silverado VIN# ***************** to Mr. ********* on April 23, 2022. Upon delivery of the vehicle we had disclosed to Mr. **** that the vehicle was under Manufacturer Warranty because according to Chevrolet the truck was still in fact under Manufacturer Warranty. Even though the vehicle was a Canadian vehicle. On July 1 Mr. **** came to our company being unhappy and feeling that we did not disclose information to him about the vehicle being Canadian and not being under Manufacturer Warranty. I personally apologized and told him that I will call Chevrolet on his and our behalf and make sure that they have all of the facts. At that moment, I also reassured Mr. **** that if Chevrolet did not honor the Manufacturer Warranty he could have full confidence that Queen City Motors would honor that Warranty he was expecting Chevrolet to do. Upon calling Chevrolet they had the vehicle listed as having kilometers in their data base. I spoke to the Service Manager at Chevrolet and provided them with the current day miles on the vehicle. The vehicle is like we had told Mr. **** upon delivery under Chevrolet Manufacturer coverage! Please if you need any additional information in regards to this case please feel free to contact me again! Thank you, Travis W***** General Manager Queen City Motors 301-777-8588 Consumer Response /* (3000, 7, 2022/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do appreciate Queen City Motors for fixing the factory warranty "clerical issue" on my 2021 Chevrolet Silverado. However, I am still requesting a full refund on the vehicle. I was not informed of the vehicle history at the time of purchase. If I had known the vehicle had been imported to Canada and back to the USA, I would have not purchased it. I am sorry to be a bother on this issue, but even your dealer said "that for the money I am spending on this truck, I should be happy". Unfortunately, I am not happy with my purchase and I hope that Queen City Motors will make it right. Business Response /* (4000, 9, 2022/07/21) */ Attention BBB, When the customer showed up to QCM, his sole complaint was that the vehicle did not have factory warranty like we represented it. Once I explained to the customer that QCM will honor Chevrolets warranty under the 3year 36,000 mile guarantee, it was then that he brought up the vehicle being from Canada and not qualifying for the factory warranty. I explained to him at that moment that we will contact Chevrolet on his and our behalf to make sure there is not a clerical error. Which we found there to be. It is my understanding that our customer was upset about the truck not having warranty, not that the truck was from Canada. And we had fixed the issue in regards to the warranty! Thank you, Travis W***** General Manager Queen City Motors 301-777-8588 Consumer Response /* (4200, 11, 2022/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attention BBB: In response to Mr. W***** at Queen City Motors, I did request a full refund for the vehicle when I visited Queen City Motors on July 5th. Per all correspondence, I have repeatedly requested a full refund of the purchase price for the stated vehicle. (I have highlighted on the attachment each request that was clearly made for the refund). I also want to make it very clear that I am not interested, nor satisfied with the offer from Queen City Motors to take on the warranty if Chevrolet chooses not to. Although I have been told the vehicle is under warranty with Chevrolet, I have not been provided with any documentation to prove this. Unfortunately, I am not confident that Queen City Motors would have the skills or equipment that Chevrolet does in the event of a needed major repair or recall and quite honestly, I am not confident they would actually honor it (warranty), since I was not given full truthful disclosure at the time of purchase. This creates a trust issue for me. Again, this type of investment for a vehicle should ensure my complete satisfaction. This is certainly not a personal issue toward Mr. W***** and I understand that he is very new to his General Manager role at Queen City Motors. My next step is to contact Mr. Tim U**, the owner of the business to explain the situation and request the stated refund. I also intend to explain to him that I am not interested in the warranty, I am again interested in a full refund of the purchase price. I am sure that Mr. W***** and Mr. U** will be in agreement that customer satisfaction is their utmost goal and that full disclosure of this type of information is of the utmost importance at the time of purchase. I also believe they will agree that return customers are imperative to a successful business and this non-disclosure issue is not something they would want publicized. I want to be very clear, the request of the full refund is highlighted in the attachment on several occasions and this is what I am still requesting. I am very hopeful this request can be accommodated in a timely manner. Business Response /* (4000, 15, 2022/08/04) */ Dear BBB, There is no documentation that we provide a customer to indicate the manufacturer warranty. The truck is under Chevrolet warranty and Queen City Motors does have the technicians and equipment to handle any and all Chevrolet repairs. The owners and I have spoken on this matter and we are all in agreement that we have done everything in our eyes to accommodate our customer. We are not willing to purchase the vehicle back for the full purchase price but we are willing to buy the vehicle back at current market value or trade the truck in towards another vehicle.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Queen City in October of 2020, a few months after buying said vehicle it started having major issues. The parking break would come on and make the vehicle stall. I took it to them, they said it was just needing an oil change. They would say this every time I took it there, which was 5 different times. Even though on most of the times taking it there I wasn't even close to needing an oil change. So I took their word for it. Until I did some research myself and saw this vehicle had a recall on excess oil consumption. I brought it up to them, they said "well did you take it to a Chrysler dealer?" No, because I was never informed there was a recall on this vehicle. I got the recall done, not even a month later its doing the same things, parking break comes on and makes vehicle stall while driving. So I contacted the manager there, they finally said they need to do an oil consumption test. But informs me I am past my warranty. Which I was not the whole time this went on, they kept pushing it until I was passed my warranty. They did the oil consumption test and then said they'd submit the paperwork. After a week they contacted me back and informed me that my car did not meet the criteria for excessive oil consumption and that there was nothing they could do. Even though that exact vehicle was recalled for that and I have been dealing with it for a year now.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2021/12/13) */ This vehicle is driven over a mountain from Shenks, WV to Winchester, VA. Additional documents attached. Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I drove this vehicle to work FOUR days a week, 78 miles round trip. This is a personal vehicle so of course I am going to drive it to work. They didn't start the oil consumption test until I brought it to management there, that my issue wasn't being fixed. They informed me I'd have to keep driving it to see how much oil was being consumed. Which was only tested 4 times, having me drive from Wv to MD going up mountains. I trusted these mechanics to fix my problem. Every time I would bring it in it was dismissed as "needing an oil change" But I didn't let the oil changes run over. Most of the time I still had 1500-2000 miles until I needed an oil change. Until I did some googling where I saw there was lawsuits against this same vehicle for the SAME issues I was experiencing. That there was a recall on this vehicle. I also expressed to Queen City that I didn't feel safe in this vehicle, and they told me over the phone they'd get me into a new vehicle. Until I got there and my concern was brushed off and they said I'd need $10,000 down for a trade in vehicle. Then said there's nothing else they can do for me when I couldn't provide $10,000.

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