Complaints

This profile includes complaints for Lee Auto Malls's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lee Auto Malls

  200 Main Street Westbrook, ME 04092-4764

• 

  Lee Auto Malls

  430 Western Ave Augusta, ME 04330

• 

  Lee Auto Malls

  100 Downeast Hwy Ellsworth, ME 04605-2554

• 

  Lee Auto Malls

  618 Wilson Street Brewer, ME 04412-1461

• 

  Lee Auto Malls

  777 Center St Auburn, ME 04210-6454

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave my 2018 jeep renegade to ******* Norway to diagnose and repair.I was told 7-10 days for a brand new BCM and reprogramming. The second time was a blown fuse, not the **** That was a month ago. After calls, they would route my calls in a loop, from their switchboard, to the leecars in ******, to the dealership they sent the jeep to, back to their switchboard.They tell me they do not have a valid phone number, after I gave them the correct one now 3 times.

  

  Business Response

  Date: 03/26/2025

  Good day. 
  

  First our apologies for the delayed response. We have attempted to contact Mr. ********* multiple times without success.
  
  We are currently in possession of Mr. *********** vehicle and are awaiting payment of the repairs we performed. We have attempted to reach out to him multiple times to discuss his situation but when we call there is no voicemail to leave a message. When we have called the phone number he has provided his phone advises "the wireless caller is unavailable and to please call back later."
  
  
  At the time of purchase on 7/15/2021 the vehicle had ***** miles on it and it now has ****** miles. That is an average of ****** miles a year which would increase the risk of damage. 
  
  
  At this time we will not be taking ownership of the vehicle and request that Mr. ********** reach out to us so we make make arrangements for him to pay his outstanding balance, which have reduced for him, and for him to take possession of his vehicle. 

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Jeep Wrangler from *********** auto on 9/2/2021 at 7358 miles the Jeep stopped working and it was a Friday afternoon I had it towed to the dealership they wouldn't do a rental because they said they had to wait till Monday to diagnose the problem I paid for a rental for the weekend and for Monday on Monday afternoon they called and said when the jeep was being built in the factory A roll of stickers was left in the gas tank they paid for two days of rental and the car was returned to me now at ****** miles the car was making a noise and I brought it to the dealership in Auburn and they said the transmission is gone but it will be covered under the extended warranty but they won't pay for a rental and I had to wait until February 11th to have the repair done because it takes that long to get the parts and it takes that long to get the next appointment so i have been paying for a rental since february 2nd and they won't cover it i also purchased an extended warranty from the dealership at *********** when I bought the vehicle it's called continuous customer care and I paid $2613.00 for it they also will not pay for a rental because they are not paying for the repair they said it's covered under the Mopar warranty so we only pay for rentals when we pay for the repair so I've bought that insurance for nothing so this is my problem is that this car has serious issues for bringing new vehicle and I want something done

  

  Business Response

  Date: 02/17/2025

  Good day.
  
  ******* ******* did indeed bring her vehicle to us for diagnosis and possible repair. After our diagnosis we determined that the transmission on her vehicle needed to be replaced. We contacted her warranty holder to see what would be covered and what we needed to do in order to assist her in getting her repairs paid for. We were advised her warranty did not cover the cost of a rental and informed her of this. She gave us to go ahead to order the part and we scheduled her repair for when the part was scheduled to arrive.
  
  ******* did not purchase the vehicle from us nor was her warranty arranged through our dealership.
  
  She is correct that we do not pay for the rental of a vehicle in this situation.
  
  While we sympathize with her and her frustration over having issues with her vehicle. We have been transparent with her on what we can and cannot do and it seems to us that her issue is with the warranty company and the dealer that sold her the vehicle not the repair she has asked us to perform.

  We will continue to work with her to perform the authorized work and get her and her vehicle back on the road. 

• Initial Complaint

  Date:11/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not heard from the business in response to my complaint.

  The business can be located at the same place where you sent your Complaint ID # ********.

  The complaint has been resolved with regards to a refund of the defective part, but my new complaint is for the labor charges that I incurred due to the defective part, labor charges which are covered under the ***** 24 month/unlimited part mileage.

  ealer, found to be defective by a Chrysler dealer, and replaced by a Chrysler dealer. On 11/09/24 I received a refund of $250 from *** Chrysler for their defective part. I am still out the other of the labor, or $407.97. ********** refuses to refund any labor refund and maintain that any labor charges are the responsibility of the selling dealer of the defective part. I am seeking a refund of $407.97 for of the labor charges, related to the original installation, due to a defective part, and in compliance with the ******************* Warranty. These particular parts probably should never have been sold, as the rubber seals around the ball joints were dry and easily cracked under the load of driving. Under normal conditions, and with good quality parts, the rubber seals should remain soft and pliable and flex under the load of normal driving. *** Chrysler needs to honor the part warranty and refund the remainder of the labor that I expended to have their defective parts replaced.

  

  Business Response

  Date: 12/04/2024

  We have already refunded Mr. ********** $250 for the part in question. We will not be refunding him for any associated labor costs.

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,

  
  I'm attaching the email correspondence I had with LEE for
  the record.
  I believe there may be a break in communication somewhere at
  LEE. I did not make any demands; I simply expressed my concerns, asked how
  everything was going to be fixed so that there was no doubt in my mind the
  vehicle was repaired properly, and for everything to be documented. Gary, the
  service manager himself, outlined the plan for me and I agreed.  Except on the day of the damage repairs the plan changed, and LEE stated
  they were no longer fixing it. Cosmetic damages aside, there are more damaged components than the 2 vents LEE proposed to replace, including the malfunctioning AC itself.
  

  
  The vehicle is 6 years
  old, not brand new, but it is well taken care of, and has low mileage. In fact,
  its in such good condition that the few times prior it was at Lee for service, including
  the visit for replacing the heater box, we get solicited by the dealership to
  sell our vehicle to them.  They also take
  pictures of it each time. For the age of the vehicle, there are some blemishes
  here and there, some of which I pointed out in the area where the work was done,
  and let Gary and Jon know they were there prior, and not a part of the heater
  box replacement outcome. The vehicle wasn't in a showroom condition when
  dropped off, it was indeed dusty, and needed a vacuum, which again I stated to
  the service personnel.  What it did not
  have is the grease and fingerprints throughout, deep scratches in the areas
  mentioned, broken off and misaligned trim pieces, including the glue from the broken
  vent they tried to fix. I did not ask them to fix a dent on body panel, or
  change my spark plugs, or blame a problem with a tire as a result of the heater
  box replacement - THAT would have been unreasonable. I did not even ask for the
  vehicle to be detailed. Cleaning up the grease and fingerprints, and placing a
  "Thank You" mat on the floor is standard practice at any other repair facility. All the
  items with issues stated were discussed with Jon and Gary more than once
  previously.  Gary himself was trying to
  align middle trim by the shifter/radio, as well as a few vents on the dashboard
  when I was there to show him the condition of vehicle we received it in. Gary
  himself stated he spoke with the tech that did the repair and consensus was he
  had a bad day and ran out of time to complete the repair effectively. Gary stated he would order parts, and take care of everything, even has a special detail guy come out if need be to take care of the more challenging interior repairs. First week of October, Gary called - one vent came in, other vent hasn't; stated he would call back next Tuesday.  When I did not hear from Gary on the week of
  10/7/24, I tried calling, and eventually stopped in at the dealership to speak
  with Kate O'Brien, as this was becoming concerning, and there was no urgency on
  Lee's part.  Kate had reached out to me
  on last week of September, day or two after I initially met with Gary, and apologized
  for the mishap, informing me it was unfortunate, and does happen quite often. Kate apologized for the what had happened, and told me
  to reach out to her if I had any concerns during the process. So, I stopped in at Lee to talk to
  Kate.  I was greeted by Gary.  Gary informed me Kate has no say in the
  matter, and ultimately its his decision on what happens.  I explained to Gary I was frustrated, and did
  not feel confident the matter was being taken seriously.  Seeing the poor workmanship, and with the amount
  of damage that was done, I also told Gary I did not feel confident there
  weren't other underlying issues beneath the surface of the dashboard due to the
  fact the vehicle was mistreated by the tech, and now, after the repair, the ac
  wasn't working correctly - it was blowing hot air, and had to be turned off and
  then turned back on in order to blow cold air, as well as the radio was now
  increasing and decreasing volume on its own. Having the airbag cover broken off
  I did not know what issues may arise, or if it would function correctly in case
  of an accident.  I told him my fear was
  if the same tech worked on it, it would not be repaired properly.  Gary stated he had a plan in place, that he
  was going to supervise the repair himself to ensure everything is up to spec,
  as he felt the same way. Gary brought me in his office to continue the
  discussion, and even showed me paperwork on his desk in regards to our vehicle.
  At this point I had a bit more confidence, and Gary told me to bring the car in
  next week (10/16/2024).  I asked how long
  it would take, because it is our only vehicle, and Gary stated likely a day or
  two, as they were removing the dashboard and inspecting everything, as well as
  addressing all the damages. I told him we would need a rental, and Gary said
  they would set it up, just to email him and let him know whether it would be
  Tuesday or Wednesday. I thanked Gary, and told him I wanted everything we
  discussed documented to have the record in case anything went wrong. Gary
  understood, and I told him I would send him an email with what we discussed,
  along with photos. I sent Gary the email on 10/14/2024, the day before we were
  supposed drop the vehicle off, and pick up the rental.  On 10/15/2024, day we were supposed to drop
  off the vehicle, I received a voicemail from Gary telling me not to bring the
  car in, as he had spoken with Shane and the owner of Lee after forwarding my
  email with documentation, and they now had a different plan.  When I called Gary, he stated they had spoken
  to the tech who replaced the heater box one more time, and now they don’t feel
  any of the damage was done while the car was there.  He said they would still replace the vents as
  they already had purchased them, and that they would clean the vehicle.  This is not an acceptable solution, rather
  something that should have been done initially, when the car was there for the
  heater box replacement.  Detailing the vehicle
  will not repair the damages caused during the dashboard disassembly and heater
  box installation.
  Same day, 10/15/2024 I received a text and an
  email from LEE (attached) stating: “Your vehicle is not quite ready for pickup,
  but Lee CJDR has completed the inspection and there are NO items requiring
  attention.”  The vehicle was never in
  their possession that day, and should tell everything you need to know about
  this business’ practices and ethics. 
  

  I encourage LEE to
  review all the pictures of our vehicle they had taken with their devices, for each time the
  vehicle was in the shop, as well as review the shop video footage for the day
  of the heater box replacement/dashboard removal, and use it as a learning experience.
  I would also encourage
  LEE to review the diagnostics and billing procedures in the service department, and any incentive structure they may have in place.  The vehicle had working heat and AC (that
  needed to be recharged) when initially brought in.  One vent was stuck in the open position.  This does not require a heater box
  replacement, merely a mode door actuator (a part that costs under $100) that
  controls the vent.  But the dealership
  was aware our extended warranty was covering the repair, and they diagnosed it
  as needing a new heater box – a job that cost over $2000 in the end.  Had the proper diagnosis was done, there
  would have been no damages to our vehicle, and a whole lot of frustration could have been avoided.
  

  
  Regards,
  

  Yuriy

  
  

  
  
  

   

  

  Business Response

  Date: 10/17/2024

  Good day.
  
  Concerning Mr. Kostyuk complaint, we are willing to help with some of the issues he has documented and have offered to provide him with a new vent, deal with the fingerprints, and clean the interior of his vehicle for him. This offer still stands and we would be happy to do the offered work.
  
  We disagree with his assessment that all of the damage he mentions was caused by our replacing his heater box. Prior to replacing the box the vehicle was not very clean or well taken care of and multiple scratches existed. Mr. Kostyuk also made what we felt were unrealistic demands concerning repairing the documented damage and the methods by which he demanded we do so. We will not be complying with those demands.
  
  We encourage Mr. Kostyuk to contact us to arrange for the work we have offered to perform and look forward to assisting him.

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Repair to 2017 ****** Rouge on 5/31/24.Asked hourly fee when making appointment and how long it would take.Told it would take about 1 hour if parts in stock and quoted $156/hr.Arrived, reviewed problem again asked how long it would take to complete and again told it would take about 1 hour if parts in stock. Told them I would be in waiting room.Received a price quote via phone (I was sitting 40 feet away)Agreed to pricing via phone then checked with the office to make sure I didn't misunderstand and the repair would be today. Employee indicated parts in stock and it would be about an hour when I asked how long.Reviewed bill when I got home to find I had a $780.00 labor charge for 1 hours work.Called and told the flat fee because inexperienced techs could take up to 5 hours to complete and "I wouldn't want to ding an experienced tech for finishing quickly, would I?" Asked to have someone else call me, no call.Called again and spoke with sales manager who refused to give me the CEO's email for a complaint and assured me he would "send it on up".Wrote complaint letter to *************************** responding to a generic email asking how my service went.Again, no response.Resent email, again no response.Received an email advertisement and again made complaint, no response.Would like to have adjustment made to hourly rate as it is not my responsibility to make sure they have trained, competent technicians.

  

  Business Response

  Date: 08/16/2024

  Good day,
  
  ************************* did indeed come into *** ***************** for a diagnostic and possible repair.
  The customer was advised there would be an hour of diagnostics that would need to be done which she approved. Once the diagnostic was completed ****** was then given an estimate for the repairs with the estimate reflecting the initial diagnostic and 2 hours for a blower motor and 2 hours for the blower resistor (a 10 step process).  In total 5 hours of labor at ******. That is the standard time. We advised it would an hour to isolate the concern, and after approval it would be done before the end of day. 
  
  We sent the estimate directly to the customer and the work was approved at the rates listed above. In the estimate the customer can see the labor hours and pricing of everything. She then opened the link and approved the repair. We can provide documentation to this effect if necessary.
  
  As the matter was discussed and given to ****** prior to being done and she did approve the work at the rates listed above there will be no change to the cost, and no refund issued.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I do not agree with Lee Auto Malls response.
  
   
  
  My truck still not drivable.  When I do get my truck back with new engine the resell value  is now is much lower because of the evasive work to be done.
  
   
  
  My truck is no longer new and still setting at a repair facility.
  
   
  
  I have attached a couple of pictures of my truck that is setting at the *** repair shop.  I stopped at the repair shop to retrieve something from my truck on 0900 July 18, noticed my old dirty oil filter full of oil and now my interior smells like dirty oil.  Second picture, note parts and pieces of my truck in the back bed. Parts and oil filter being stowed in my truck for 17 days at 90 to 100 degrees temp.  I ask the service manager to remove the stuff out my truck at 0915 July 18 and he said he would get right on it. I stop by on 19 July at 1115 Am, parts and pieces still in my truck and after asking the second time oil and parts were removed.
  
   
  
  My opinion is Buy back, or replace with new truck. My next step if need be, I get a lawyer involved.
  
   
  
  I have never been treated like this from any business in my life.
  
   
  
  Thanks you
  
  ********************* 

  In a nutshell, I would like *** to buy back my truck at full price. It is no longer a new truck. Its a new truck with a new engine. Not sure what I have to do from here but Im extremely disappointed with my new **C that I waited 20 years to buy and now its damage goods, and quite invasive to replace a motor these days my trade-in value will be extremely poor next year .I am 62 years old 25 year VA veteran 80% VA disable which means nothing to **C. Call General manager *** gmc auto mall Auburn Maine that ******************* ********** Not sure why ** wont stand behind thae. vehicle. No person would want to buy a brand new vehicle nine weeks have the engine blow and have the company turn the back on you when you ask him to buy it back. I get that theyre gonna put a new one in under warranty, but its not the same anymore so many pieces parts of the vehicle has to be removed with only 3500 miles. So sad. Ive made all the phone calls. No ones called me..Thank you *********************

  

  Business Response

  Date: 07/22/2024

  We spoke with **************** on July 19, 2024 and had a detailed conversation. We informed him we will not be buying the vehicle back, but understood his frustration. We have also informed him we have again reached out to our GM representative to help expedite the arrival of his parts so ******** may repair his vehicle and get him back on the road. **************** is welcome to continue reach out if additional information is needed.

  

  Business Response

  Date: 07/29/2024

  We have remained in communication with **************** regarding the issue with his vehicle and have informed him that we will not be buying the vehicle back as the issue is with the manufacturer and not us. His vehicle is currently at a different GMC dealership and we continue to try and work with him and the manufacturer to get his vehicle repaired and made whole and have advised on the steps he will need to take with the manufacturer to possible have them buy the vehicle back or swap it out for a new one of equivalent value. 
  
  At this point there is nothing further we can do to get him a replacement vehicle as that is not our decision. 
  
  We will continue to work with him to get his vehicle repaired and back to him as soon as we possibly can. 

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

  This is the way we bought the jeep. The jeep was stickered and ready for sale in the issues with the transmission have been going on since the day we bought the vehicle we have reported it numerous times and furthermore yes they did replace the upper and lower ball joints, and all the necessary work that needed to be done. It should have been done before we bought the jeep the jeep was sold to us Exactly the way it appeared. It should have not been stickered. And I could not mention what they did do because there wasnt enough spot to write in what they did replace and the jeep is still not fixed. The transmission is not shifting out of third gear, and the transmission has a burning smell coming from it. I did check the transmission fluid and when doing so you could smell the burning And as far as judgment calls are concerned on personal preference for state inspection stickers they shouldnt sell a jeep already sticker and then turn around and fill it and the oil leak was due to their error when they changed the oil it was not leaking until they did the oil change  And the extended warranty it should have never been claimed under the extended warranty because it was an ongoing issue. Since the day we bought the vehicle we even brought it into ****** as well when we had the water pump replaced at lease cost because that was covered under the warranty  so by them telling us that we Only said something about the transmission later on his fault and we never said anything about the shocks we didnt know what it was but nevertheless the Jeep is still not fixed. It is still having severe shifting issues and the burning smell as well. I called **** and talked with **** as well he did tell me the fenders were not in yet, but this has been an ongoing issue since we bought the Jeep. The extended warranty shouldve never been claimed on the jeep because this was a prior incident where it shouldve been covered underneath the Dealership warranty cause I do believe the warranty freezes until its fixed because its a known issue thats what the attorney general office told me I just want to get this resolved. I want it to be fixed so we can be done with *** once, and for all we will not do business with this company again, after this situation is solved,The price that I paid for this jeep is just about buying a new vehicle its not like I bought a $6000 or $10,000 car $30,000 for a vehicle to be messed up is ridiculous. We were better off just keeping the **** escape and that was a mistake to buy as well, thats another vehicle that they sold us that had way too many issues as well so this is the second vehicle that we have bought from them that has had severe issues like I said we just want the problem fixed and resolved  I think this is why when the extended warranty company did get a hold of me and wanted to know more information and I simply told him it was an ongoing issue iand the lack of communication between the service department is unbelievablebecause if that is the only communication they have, then that is inaccurate we set up numerous appointments for the jeep to be looked at for the transmission but like they kept told us keep keep driving it into the engine light comes on because theres nothing we can do without it throwing a code and bring it in if it is acting up and we will drive it around town to see what youre talking about. All it is is a runaround that they give us to stall and we dont live right next to Auburn so we cant just pull in at any time thats convenient, this is the only vehicle that we have for transportation all these things that were wrong with the vehicle shouldve been fixed prior to buying it. I am going to say it again that we bought this jeep just how it is never once did we go off Roading with this jeep never once did this Jeep leave any pavement? The only place this Jeep has been is back-and-forth to work that is it. We were afraid to drive it any further than needed to be. I have said all Im gonna say thank you

   

  ediate it was just by chance that it was happening that day, but regardless, they did catch the issue, but the issue is that they did not, and would not fix the issue at that time we again had to wait till some kind of light illuminated from the check engine light because they had to prove to our extended warranty company that the transmission was bad but again this was a covered maintenance under the warranty that the Dealership gives you and not the extended warranty company. So we had to wait to see what they wanted to do. in the meantime, we went down to ************* to get a sticker, and they failed it exhaust leak, oil leak, upper and lower ball joints oversize tires extended past defenders We did not change anything on the Jeep. Still not stickered and have not heard back from *** so we are driving an unstick vehicle because of their actions.

  

  Business Response

  Date: 03/01/2024

  While we confirm much of what ********************* states in her complaint it completely leaves out what we have done to remediate the situation. ********************* and ***************** purchased the 2017 Wrangler on February 17, 2023 with ****** miles.  On September 13, 2023 they brought the vehicle into service for an oil change, tire rotation and two complaints one about loss of power and the other for suspension noise. At the time we were unable to duplicate either concern. They brought the back on Dec 20, 2023 at ****** miles with a bit clearer description of the problem more directly linking it to a shifting concern. Our tech was able to potentially confirm an issue but not to the standard needed for transmission replacement under their extended warranty as the problem was slight and did not necessarily indicate a transmission failure.  On January 5th, 2024 with ****** miles vehicle had another appointment for a *********** Inspection. At this visit the inspecting tech flagged the vehicle as not passing inspection as the tires on the vehicle protruded slightly passed the wheel *****. He also flagged it as needing ball joints , an oil leak and a hole in the exhaust. An appointment was scheduled for the remaining work and to adjudicate the inspection issue there is a fair amount of personal judgement in the state inspection rules. On the 18TH of January and ****** miles we confirmed the vehicle did not pass for inspection. We also rechecked the transmission determining a valve body was stuck and needed to be replaced. We offered to either replace the fender flares at our cost or offer a credit towards tires and wheels. ********************* asked replace the fender flares which have been ordered. We repaired the transmission, ball joints and repaired an oil leak from the oil cooler. We then sent the vehicle to an exhaust specialist for repair of the muffler. The fender flares are still on order and will be replaced once they are available. All of this work has been done either at our cost or under the extended warranty purchased at the time of sale. We have also provided alternative transportation at our cost.
  

  

  Business Response

  Date: 03/08/2024

  Good day, 

  We have been in consistent communication with **** regarding his vehicle and its issues. We actually spoke with him earlier this week and advised him of the status of the flares for the Jeep coming in next week. We will be working on the vehicle when they arrive. We are hopeful his upcoming visits will resolve the existing issue. 

• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My car may be fixed for now, but going by the pattern of the past itll likely only be temporary. If *** is going to stand by a vehicle that breaks down once a month or more, I think that should be shared with the public so that those who dont want to buy a faulty vehicle can avoid doing so. Its one thing to sell the car and realize its a lemon and take it back, its another to realize it and still fail to recognize it or remedy the situation. This car should have been taken back a long time ago. Perhaps when the transmission went within 6 months of ownership.
  

  
  

  ne was misfiring and there were some serious issues. I have asked many many times to come to an agreement where they can either pay off my loan so I can get something that I can actually drive or just take this car back and give me something of equal value. They have not been understanding or willing to come to any sort of agreement with me. The manager we were dealing with now ignores when we call his office and if he does pickup, he hangs up when we say who is calling him. We went into *** to chat with him and he sent somebody to be the messenger back and forth because he didnt want to talk face to face. The situation is crooked and so wrong. The fact that nobody can face us besides through e-mail really shows that they know theyre doing wrong and cant face us. We are a young family with a 2 year old and 9 month old, who work our butts off to pay for this vehicle that we barely get to even drive.

  

  Business Response

  Date: 01/03/2024

  We have been in communication with *************************** and her husband throughout her issues with her vehicle. Just yesterday our management team updated her husband on what the current status was. We disagree with her statements that we have hung up on her and refuse to discuss her concerns face to face. We have done so multiple times with either her or her husband.

  As for her latest issue, when the car arrived on the tow truck it started up and drove in the shop. While in the shop doing some preliminary checking it started running rough and tripped a trouble code for a fuel pump module. We reached out to **** and they could not get us in for several weeks to confirm but did claim it was a common problem.  We ordered the part and installed it and the light is now out and the vehicle is running properly. We road tested it multiple times 3 of which were done by our Service Manager.  We feel the vehicle is now back to normal operation and the concern has been resolved. We are returning the vehicle to the customer. 

  

  Business Response

  Date: 01/05/2024

  While we understand the frustration with the ongoing issues with the vehicle, we will not be taking the car back. We will continue to honor our obligations and service the vehicle in the future if necessary. 

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  *** AUTO MALL said they talked to me about the hood and took off a ********. They didn't tell me about the hood and they said they where trying to get me in the car and trying to work with the bank to see what they could do for me.  They said let me work some nummber around and see what we can do. All they said was about the carfax that the car was in a accident and it was just in the front and it was fixed. I didn't really notice the hood till the next day. I brought it back that day. I showed them the hood and they said they don't know what they could really do for me. So the Salesman that I was working with said bring to a paint Garage and I did they said it was going to be about ****** so I went back and they said to bring it to *** collision center. I went to *** collision and they looked at it and give me a copy of the estimate and sent *** auto mall one to. Then *** auto mall called me and said I have to pay for the hole hood and they would cut me a check for half. I never said no. I don't think it is right for me to pay for the hood because it should have been done right. I have notified the bank that I have a loan with. The price I have payed for the car the hood should be the same. The real problem is there is no clear Coat the hood. 
  

  
  

  six hundred dollars for the hood and two hundred and fifty for the little spot on the Driver Side door so then I went back to *** Autos and told them what the collision center said. They said that they wanted me to go to Auburn to the *** collision center. So I went there yesterday on 11/15/2023 And *** collision Looked at the car and gave *** auto's a estimate on the hood. I called *** *********** and they said that they could pay for half but what I would have to do is pay the whole bill and then they would write me out attack. I think that it should have been done right for the price that I paid for the car. I did not buy a car that Was as is.I have a loan out with a bank. And *** auto's said it was just a cosmetic thing and that they did not have to fix it

  

  Business Response

  Date: 11/17/2023

  ******** purchased a 2019 ****** Corolla from LeeCars in ******* on November 4, 2023. Prior to purchasing the vehicle, the hood being a different color was discussed with her and we discounted the vehicle an additional $1000 based on this discussion. She accepted this and purchased the vehicle. 
  
  
  

  

  Business Response

  Date: 11/20/2023

  Good day. 

   

  We understand *** has rejected our response, but are unclear as to why. The submitted attachments are estimates of the repair work but, unfortunately, ********* did not provide anything else indicating her reason for the rejection. 

  

  Business Response

  Date: 12/06/2023

  Unfortunately, ********* has provided no new or additional details to her original complaint. We have previously responded that we are willing to pay for half, like we have advised her personally. We are standing by that offer. 

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  My car has broke down in the car wash. So frustrating. I had to cancel my trip to see my family in *** and go to a wedding because of my car. I still have a water leak. I still have an oil leak. The exhaust is still loud. It doesnt want to go uphill. It doesnt have enough power. Its like every time I get into the car something else breaks. Went to get gas and the latch for the gas stopped working. I know thats minor but its everything. My kid doesnt even want to drive in the car. I have not had this car a year and since the first week of me having it I noticed so many problems that have been brought to Lee auto malls attention. 
  I had phone issues with cell service for 3 weeks at the beginning of the summer which I called and told them. I said to email me or text me and I would get those. I just want them to make things right. They sold me a broken car for a lot of money. I just need a reliable car to get me to work and my kid to school. Please help me???? this is not right. How can they do this?  

  

  Business Response

  Date: 09/28/2023

  Since the last complaint ******************************* submitted to you our management team has reached out to her on numerous occasions. For a very long time she did not return our attempts at communication. Recently she reached out to us to advise of water in her vehicle again. We scheduled for her to come in to our body shop and have a third party who specializes in leaks look at the current situation as well as our prior work. We advised we would be covering the costs of this upcoming evaluation and any resulting work required. The third party found a leak and it was repaired at no cost to Ambrosia. 

  As far as refusing to trade her out of the vehicle in question.That is untrue. We did attempt to do just that and were unable to based on her current situation. 

  We will continue to work with Ambrosia if new issues arise.