ComplaintsforJack Miller Auto Plaza, LLC

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  It has been six months and Jack Miller still hasn't provided a valid vehicle title for the vehicle they sold me. I cannot obtain a vehicle license in the State of Kansas until I receive a valid title from Jack Miller.

  Business response

  08/23/2023

  As the Marketing Manager I am responding to the referenced complaint.  I have spoken to the Buyer and we are in discussion  on this matter.  The title issue problem is that of a third party dealership that has not provided the title to the seller **** *******) and in turn the seller has not provided me with it.  In  working with the Buyer I have obtained a new IDOD and dropped it off in person today. Doing so will allow the third parties to request a replacement title.  I am hoping this matter can be settled by next week.  At that time I will provide an update.  

   

  Business response

  08/30/2023

  I am responding to the above referenced complaint.  I have spoken with *** ********* several times and we are expecting the title on or about 9/11/2023.  He is aware of this as I have spoken to him.

  
  

  We sold the auto in good faith just as we purchased it in good faith.  However, It appears the title was not given to the auction house who we purchased it from as  it was misplaced. This transaction was due in 21 days. There was no advance warning to us that this would not occur as we moved forward with selling the auto.  

  
  

  A replacement title was ordered by the selling party and that title was lost or misplaced.  I have been told the most recent title was ordered two days ago on the 28th.  If that is the case we should have it late next week. The buyer is aware of this.  

  
  

  
  

  --
  

  ***** ********

  Jack Miller Auto Plaza
  

  Digital Marketing Manager 

  Customer Relationship Director  

  816-474-3100

  Customer response

  09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *********

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Jack Miller on June 3, 2022. I traded in a vehicle and was offered $5,000 for my trade in. I still owed $3,811.00 on my trade in, and the salesperson ****, as well as the senior salesperson, *******, were both aware. The payoff amount was never sent to the finance company until today (supposedly) July 22, 2022. This was told to me only after I have tried to get answers and reach who I was told is in charge of titling, which is ******* *******. Initially, *****, informed me that ******* was on vacation a week prior when I was trying to find out what was going on. Now, when I called and came into the car lot, she is refusing to speak to me. So, instead of my car having been paid off, now I owe for another 2 payments on a car that was already traded in.

  Business response

  07/23/2022

  We apologize for any inconvenience this situation presented to you, but be assured that the vehicle you traded is paid in full and there is no payments or balance due to you. 

  Customer response

  07/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:I do not see the response, AND, my complaint was to have a certain outcome, which did not include responding to me through a website. The matter needs to be resolved with actions, not by replying to an organization, or having irrelevant employees calling me on the phone.
  
  Regards,
  
  ******* ********

  Business response

  07/27/2022

  The customer did not provided us with a title to the trade due to it being lost or misplaced. We cannot proceed with the payoff process till we have a title in hand. We applied for a duplicate title with the state of Missouri, the process took over a moth due to the state being behind due to Covid-19. When we received the title from the state we promptly processed the payoff. No fees or penalties where incurred by the customer.   

  Customer response

  07/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: While it is true that I did not have the title at the time of trade in, this same information could have been told to me when I tried contacting and speaking with ******* multiple times and she chose to ignore me instead. Also, ***** in Finance new that I did not have the title. No one chose to tell me that the payoff amount would not be sent without the title. Also, while I have not been actually charged any fees by ******** ****** **********, I AM still being held responsible for monthly payments that have accumulated since the time of my purchase from Jack Miller, due to the fact that ******** ****** ********** did not receive any documentation nor money from Jack Miller. ******* from Jack Miller claims that a check for $3,811.84 was sent to ******** ****** ********** on the day that I visited Jack Miller for the final time, which was July 22, 2022. At that time, a total of 3 payments had accrued on my account with ******** ****** **********, totaling $1,366.38. So while whomever this person is at Jack Miller keeps saying I have not been charged anything, it IS affecting my credit because this is what will be reported to the bureaus. 
  
  Regards,
  
  ******* ********

  Customer response

  07/28/2022

  Yes, I want to close the complaint. I have contacted the previous finance company again and they now are telling me that the payoff was sent in. I am still waiting for the email confirmation but I was assured that I have a zero balance, so Jack Miller Auto Plaza did send the payoff at some point.
  
  Best,
  
  ******* ********

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 Chevy Cruz from you one month ago. Since then the car has been in the shop for 3 of the 4 weeks. My mom has spent $2,700 trying to get the car fixed and there are still issues. The brake line had a crack in it, 2 tires replaced, 2 front end alignments, replaced one strut and now the other one is showing a bigger crack, needs a new starter and back door won't shut, radio doesn't work. I took it to you on July 11, 2022 and was told that since I didn't buy the extended warranty there was NOTHING you can do. This car should of NEVER been sold or left the lot. You need to fix the issues! BBB - please do something.

  Business response

  07/14/2022

  All our vehicles come with a written 3 month 3,000 mile warranty. The warranty is a stated component warranty and the covered items are stated on the warranty contract. All our vehicles are inspected by a 3rd party shop and meet or exceed Missouri vehicle inspection requirements. 

  Customer response

  07/14/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  The 3 month, 3,000 mile warranty covers the Powertrain.  This issues we have had should of been fixed before you sold the car.  These are repairs that a person looking to buy a car would not know is wrong.  I was in your office and you said there is nothing you can do to help me because we didn't purchase the extended warranty.  The 3rd party did NOT look at this vehicle or they would of noticed two ripped struts, a crack in the brake line, the wheels were off alignment, the starter and alternator are bad.  This is unacceptable.  You need to pay for the repairs I have had done.  I asked you "why don't you let your daughter drive this car for ONE MONTH and you let me know how well you sleep!"  You just SMIRKED.  You knew you sold a bad car.

  
  Regards,
  
  ********* *****

  Business response

  07/21/2022

  You received a copy of the state inspection that was performed by the repair facility that inspected the vehicle. We facilitate all costumers that request an inspection by a mechanic of their choice prior to purchasing. Again the dealer warranty is a stated component warranty and the items you claim need to be replaced are not included.

  Customer response

  07/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:  Not sure what your issue is on this car.  The repair facility did a POOR job of inspecting this vehicle.  Two struts bad and one has been replaced so far, replaced a leaking brake line, incurred two front end alignments and replaced two new tires???  Now....I have had to replace the battery AND the back door has a broken latch (that ****** knew about) which is $658 to fix.  I don't care what your "third party" inspector said on the inspection form, this car has had to have these repairs that I HAVE PAID FOR.  You need to reimburse for these issues and fix the issues that I don't have money to do right now, which I should not have to incur.  FIX THE CAR THAT YOU SOLD TO WORKING ORDER.  Like I have said, THIS CAR SHOULD OF NEVER LEFT YOUR LOT AND YOU KNEW IT.  Keep smirking Mr. Manager.  

  Attached are the latest expenses that have been paid, cuz...you know....the car passed inspection, right?  Please explain the $3,000 (I have the bills and have sent to you) that have been paid in the 40 days of owning this car to repair shops for all of the issues the car has had.  The attached (in addition to the other receipts I have sent you) is for a new battery and to get the radio working.  I can't afford the $658 door latch that ****** knew was broken as was suppose to fix.  Alas, here we are and nothing is getting done.  Horrible business practice.
  
  Regards,
  
  ********* *****

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck from Jack Miller Auto Plaza on May 14, 2022. My vehicle, just like every single vehicle they sale per their website, came with a 3 month/3000 mile dealer warranty that covers 100% of labor and parts with a $100 deductible per repair visit. This warranty information was displayed on the Buyers Guide as required by Federal Law, and it specifically states that the information on this form is part of any contract to buy this vehicle. I have both the original window sticker and a copy of the same, which was placed into the dealer provided folder containing all paperwork regarding the purchase. The Buyer Guide clearly states that the dealer warranty covers the engine, transmission, transfer case, and drive axle assembly. I paid the full asking price for this truck, in cash, with no negotiation that would have excluded the dealer warranty. Less than a week after purchasing this truck, it began to have a very noticeable shudder and hard shifting. I took the vehicle to have the tires rotated and balanced, thinking that might be the issue. It wasn't resolved. I contacted the dealer on May 25, 2022 and they advised me that I had the warranty and to take it to their mechanic. I called their mechanic and they scheduled the vehicle to be seen on June 1, 2022. They diagnosed the vehicle with "Transmission shudder, harsh TCC engagement". The Dealership wanted the mechanic to first change the transmission fluid to see if the issue revolved. It didn't. I was told to again take it to their mechanic and they scheduled me for June 16, 2022. The truck was test driven and found "Shudder on TCC lockup, TCC slip sped increased during shudder, TCC slipping when commanded engaged, likely torque converter faulty". They recommended tearing down and inspection to complete diagnosis. The dealership refused to do this and then denied that I even had a warranty! It's still within the time and mileage limits of the warranty.

  Business response

  06/18/2022

  Miss ***** ***** is absolutely correct, all our vehicles include a dealer written warranty good for 3 months or 3,000 miles, but in Miss *****'s case when we explained to her that if a mechanical issue where to occur she would be responsible to bring the vehicle back to us for service. She stated that she refuse to drive one and a half hours just to use our warranty. She inquired about what other options. We concluded with an option to forgo the dealer warranty and use the money proceeds of that warranty cost to offset the cost for a third party warranty (ASC) that would be  good for 6 months and 6,000 miles and more importantly it gave her the option to use a local repair facility of her choice. Miss ***** paid the difference in price between both warranties. She later decided to cancel that warranty. Miss ***** no longer has an active warranty. Tell us why here...

  Customer response

  06/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  The dealership may have confused me with another customer, but these are not the facts regarding my purchase.  I requested that this dealership provide a 6 month/6000 mile warranty because the dealership next door did, and I was also considering purchasing a different truck there.  I was told that they would not provide me with any warranty above their standard 3 month/3000 mile warranty but that I could purchase a warranty for 3 additional months if I wanted to.  I purchased an extended warranty for $365 for 6 months/6000 miles, and this warranty covered only $1000 worth of repairs.  I was not aware of that at the time, but concede that was my fault for not reading the entire Vehicle Protection Plan.   However, Jack Miller Auto Plaza did not pay anything towards this vehicle protection plan, which I have verified through the warranty company.  There was never any discussion to forgo the free in house dealer warranty of 3 years/3000 miles and I never signed anything to this effect.  I also never refused to take my vehicle to their mechanic and paid the entire sticker price for the vehicle with no price negotiation.
  

  In fact, when the truck began to have transmission issues within a week of purchase I was directed by Mr. Elton to take my vehicle to their mechanic under my dealer warranty and I did so.   They elected to first attempt to flush the transmission fluid and change the filter (and the dealership paid for that).  When this did not work, I was again instructed by Mr. Elton to take my vehicle back to their mechanic and I did so again.  Mr. Terry told me that they may need to take my truck to a specialty transmission shop for diagnosis but they would get it taken care of.   However, this all changed and the following day I was told by Mr. Cameron to come pick my vehicle up and drive it until the transmission fell out.  It wasn't until after I picked my truck up from the mechanic and went next door to the dealer that Mr. Elton began to deny that I had a warranty at all and said that I forgave my warranty.  He could provide no evidence at all that I had chosen to forgo a free dealer warranty, and he then denied that my vehicle had a problem at all.  (Minich's is the mechanic that they use).

  I did cancel my ASC warranty because I contacted them about the transmission problem and was told it was doubtful they would cover the repair since it was existed at the time of purchase and was noticeable within a week.  In addition, that is when I learned the coverage was only $1000 so in essence I paid nearly $400 for $600 worth of coverage for 3 months.  For these reasons, the extended warranty was worthless and I therefore cancelled it.  The entire purchase price of this warranty is being returned to me and the dealership will receive nothing because they paid nothing for it (as confirmed through the warranty company).  The extended warranty does not negate the dealer warranty, and I have included the original buyers guide that was on the window of the truck.  The dealership also placed a copy of this buyer's guide in my purchase packet after I bought the vehicle.

  Since Jack Miller Auto Plaza refuses to fix the transmission problem, I have taken my vehicle to Certified Transmissions and have placed a deposit for the repairs to be done as soon as the parts arrive.  They noted that the filter is built into the transmission fluid pan and was old and not new.  The fluid was also dirty,and they said they could see no evidence that the fluid had been recently serviced.

  I have asked Jack Miller Auto Plaza to honor their dealer warranty but to date they have refused to do so.  I have driven 600 miles and used a lot of gas taking my truck to their mechanic as requested.   It probably would have been cheaper for them to have obtained the transmission and had their mechanic perform the work, but I have no other option except to have the repair done independently.   I have been advised not to drive the truck further until the repairs can be made because the entire transmission could go out and leave me stranded at any time.  To date, the vehicle mileage and time constraints remain under the 3 month/3000 mile provided by Jack Miller Auto Plaza. 

  I request that they send any evidence that I decided to forgo their free in house dealer warranty or that they paid anything at all towards the extended coverage I purchased and later cancelled.  To date I have not been able to obtain any of this from them.  The Buyer's Guide indicates that it is part of any contract to purchase the vehicle, and I expect this to be honored.
  
  Regards,
  
  ***** *****

  Business response

  06/24/2022

  The details of the transaction have been previously outlined and there is no further details. I understand that miss ***** is not satisfied with the end result. We would consider paying for a percentage of the repairs as a voluntary, gratuitous, and  good will service and not as a result of any express or implied contractual obligation or liability. Only and when miss ***** removes all libel and slander propaganda. 

  Customer response

  06/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:

  The dealership refuses to provide a shred of evidence for their claims because they are not founded on facts, and therefore no evidence exists. I will be satisfied when the dealership honors their 3 month/3000 mile warranty that covers 100% of parts and labor with a $100 deductible. This is outlined clearly in Buyer's Guide that is part of the purchase agreement.
  Regards,
  
  ***** *****

• Initial Complaint

  07/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought what I thought was a prestine 2011 Chevrolet Avalanche from Jack Miller Auto Plaza December 3 2020. About 7 months later all these rust bubbles started to come up to the vehicles surface from shotty repairs done by the dealership or someone they hired. I contacted ******* the sales manager on July 19th and let him know what was going on. I went down to the dealership on July 20th and showed him all the rust bubbles. He then asked what I was interested in doing. I said I would like to have it fixed. He quoted me 500 for all repairs but out of my pocket not theirs. I said that I wasn't going to pay for the shotty repairs that they had done to sell a vehicle. So I decided I would trade it in. But they where going to stick it to me on my vehicle. Then get it repaired again and stick it to someone else. I got a estimate from a body shop for just 3 of the areas in question and that need repaired and the total was 2800 dollars. Just trying to get them to do the right thing.

  Business response

  07/28/2021

  Vehicle manufactures have rust and corrosion warranty on their vehicles not dealers. We, just like every dealer do not guarantee rust or corrosion on any vehicle. The customer should be directing his frustration at GM.

  Customer response

  07/29/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  ******* **********

• Initial Complaint

  06/30/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  4/30/2021 we bought a truck from jack miller. We put $20,000 down payment on the truck. We told the sales manager and financial that we dont want no extended warranty put on the truck due to us putting a large down payment. On the 25 of june we went over the contract with jack miller and it sows they added extended warranty to the loan. We called on the 25th of june 2021 to cancel the extended warranty they refused the sales manager said he wont till its paid off. On the 28th of june my wife went in and told them she wanted to cancel the 60day extended warranty. The sales manager said he wont without seeing the truck. On 29th of june 2021 me and my wife went in with the truck to cancel out the extended warranty again the only person that would talk to us is the sales manager i showed him the contract showing i have 60 day to cancel the extended warranty i didnt want in the first place. He stated he wont sign anything until truck is paid off. They wont let me talk to the generalmanager

  Business response

  07/07/2021

  This came across my desk, I review it and the cancellation process was ordinated on 7-2-21. A verification was e-mailed to the customer. The refund takes a few weeks and will be applied to the lien holder. The customer can call the warranty company directly at ************** to verify.

  Customer response

  07/07/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** ******

*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. ↩