Complaints

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:06/27/2025

  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 purchase a 2019 Q50-Car 1/14/2023 and I have had several issues with this vehicle and I purchase warranty with this car. My car has been at the dealership for over a month now and they refuse to fix this vehicle. I was told that I need a new engine and is cover under the warranty. I have a bumper to bumper warranty. I provided receipts of all the oil changes and service records of work that has been done on this car. My car is still at the dealership and no repairs are being done. I want this dealership to replace my engine. ****** Lender-(Service Manager) is the person that I have been dealing with.

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond regarding the concerns surrounding the 2019 Infiniti Q50 purchased on January 14, 2023.
  The vehicle was brought to our service department with concerns that ultimately led our certified technicians to diagnose internal engine damage. Per our standard procedure, a claim was submitted to the third-party warranty provider covering the vehicle.
  As part of the claims process, the warranty company requested service history and maintenance records. While the customer was able to provide most of the required documentation, the records revealed a missed oil change interval that fell outside of the warrantys required maintenance schedule. As a result, the warranty provider declined coverage for the engine replacement due to non-compliance with the contracts maintenance terms.
  We fully understand the customers frustration and sincerely regret the inconvenience this situation has caused. However, it is ultimately the warranty companys decision whether to approve or deny a claim based on the terms and conditions of the agreement. 
  Although the warranty claim was denied, we remain committed to assisting the customer by exploring possible goodwill options or alternative repair solutions. Our Service Manager,***** *****, is available to discuss next steps directly and can be reached at ************

  Customer Answer

  Date: 07/07/2025

  I've attempted to call ***** on 7/3 and left a voicemail. I attempted to call on 7/7 and it just constant rings. I am trying to establish contact with the service manager per the business response and cannot get a response back. 

• Initial Complaint

  Date:01/24/2025

  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 brought a car/truck from them. A month and a half later the check engine lights comes on and the car stops on me in the middle of the street. I call to try to get it in for service the told me to call their Bridgton location for an appointment I could not get in for a week. Which I explained to them that I have ***** miles or 3 months for my warranty and now I can't even get an emmission completed to register the car in ********. They tell me they are booked out for almost a week. I take the truck to the location where I have to pay for a rental because they are out of loner cars even though I was told there would be one for me when I made the appointment. So I'm paying $35 for a loner and the service engine light is on in the car and something wrong with the tire. I explained to them why would you give me a car that needs service. I called them 3 days before I got a response of what was wrong with my truck. Now my warranty is out,the fuel engine pump is broken,which they are saying is not covered and it's the engine that's my warranty but they have had my truck the whole time and the warranty is out and they are not going to fix it. It's $884 to get it fixed. I still need to get the care registered and now it will not pass emissions and I'm still paying on this rental. They sold me a car that already had this problem and I want them to fix it.

  Business Response

  Date: 02/13/2025

  ******** did purchase a pre-owned 2022 ********** Tiguan with VIN number ***************** from Clement Pre-Owned, *** on November 22, 2024. At the time of purchase, the vehicle had ****** miles on it. We had completed our used car reconditioning on this vehicle, which includes both Missouri State Safety and Emissions Inspections, on October 28, 2024. At the time of the inspections, the vehicle had ****** miles. At the time of purchase, the vehicle was in proper working order and had no warning or service lights displayed. As a goodwill to our customers, we provide a 3 month or ***** mile (whichever comes first)limited warranty on all vehicles that are 10 years old or newer and have less than ******* miles. Customers are also offered the option to purchase additional protection plans at the time of purchase. Ms. ***** did choose to purchase the optional ************* but declined the vehicle service contract.We sent her title paperwork to her on December 11, 2024 and it was delivered to her house on December 16, 2024 by the ****. In the package were the valid inspections required for titling a vehicle in the State of ********. If she did not register her car and pay her sales tax in a timely manner, it was not because we failed to provide her with the required valid documents. On January 16, 2025 Ms. ***** **** her car to the Clement ************ center located in *********, **. She had a check engine light on and had expressed a concern of the vehicle "jerking". The service center does not have or offer loaner vehicles, but does have rental vehicles available to their customers. Ms. ***** chose to rent a car from them while her car was in their service center for diagnosis. After completing the diagnostics of her vehicle, it was determined that she needed an air injection pump. This component was not a covered part of the complimentary limited warranty Ms. ***** was given and there were no other protection plans to pursue coverage through. This was explained to her at that time and she authorized the repairs. We did not lose her documents and the fact that her car issue was not covered by the free limited warranty does not mean we are rude. She has spoken to numerous individuals within our organization and has been given the same answer. There is no other recourse to pursue in this matter.
  
  

• Initial Complaint

  Date:12/21/2024

  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.

  I purchased a **** **** ***** ********* sport on 10/11/24 at approx 38k miles. The warranty that came with it was 3k miles or 90 day. 3 days later engine light came on and I also noticed an oil change had not been done while it was in their possession. I advocated for the oil change & was done. I wasn’t informed about why the check engine light was on as I mentioned I heard a strange noise. October 29 and 30th I began calling as I heard strange sounds coming from the car. I was informed the repair was booked out. An appointment was made. On November 6 my mileage was at 39,367k with proof provided. My mileage was nowhere near the 3k upon my initial complaint. After the appointment was made I’ve made countless calls with more updates on the vehicle. By the time I dropped my car off on December 5 2024 the car practically died when I parked it. I was informed they would have my car 1-3 days to diagnose the issue. 3 days went by and I heard nothing. I called countless times. I was told the transmission failed and warranty company denied the $27k claim because the mileage is approx 33 miles over yet I’m still within 44 days of 90. Today is no DEC 20 2024 and STILL NOTHING. See attached the countless calls I’ve made regarding this. The warranty company shuts me down and tells me to speak to repair shop. Sales man shuts me down tells me to speak with *** OR **** *******. I speak with them and get the run around. They have made false promises telling me they will get back to me and trying to work the matter out. We are now almost into Jan 2025. I have a car / loan I’m paying that does not work. I was sold a LEMON and was not aware of a faulty transmission. I called both locations asking their standard procedure when THEY buy cars and was told they throughly check and make repairs prior to selling. They keep trying to say they had no idea of this. This has caused me to miss work, financially strained , and has caused me to become depressed, and to miss out on LIFE. FIX IT!

  Customer Answer

  Date: 12/24/2024

  Part 2 - **** **** ***** ********* ***** purchased 10/ 11/24 at approx 38k miles. 3 days later check engine light came on and oil change hadn’t been done since the dealership had the vehicle. When I called about the oil change I was told to come back up to the dealership. A salesman came out and tried to say they just forgot to change the sticker and that the oil was fine. I also told him I noticed a burning smell and I was told that’s “ normal” for land rover via the aluminum as he claimed to have ironically had one he just got rid of.. right. He then laughed and said the service department was closed for the day. Also didn’t make me aware thee service department was in a different location from the sales so needless to say the communication on their end is absolutely terrible. Although the young man ****** whom sold the vehicle is nice , this is strictly business and unfortunately he failed significantly by not being honest and disclosing what was going on with the vehicle I.e the failing transmission. Once the car was serviced for the oil change they seem to have no “ knowledge “ of anything going on with the car however we know this to be untrue because I mentioned an odd sound and a burning smell just days after getting the car. I have every reason to believe I was fully taken advantage of with this purchase. It is a high value car and I came in with $8k in cash to put down. I was bamboozled into thinking I would have a fully functional car. I gave this company $8k to a car and placed my hard work and trust into this company only to be lied to time and time again. I was told by *** on Monday he was looking for after market parts to basically lower the price ($27k) and that is not acceptable. This is a land rover. Why would you place non land rover parts or a less than brand new transmission just to wind up in this position again ? As I’ve stated before the mental strain this has placed on me , the financial bind , less hours worked and a major delay in my day

  Business Response

  Date: 01/16/2025

  The customer did
  purchase a USED vehicle from Clement Pre-Owned on October 11, 2024. It was
  a **** **** ***** *********. She experienced some mechanical issues with the
  vehicle causing her to reach out to our service department. As a result of
  their inspection, it was determined that the vehicle was in need of a
  transmission replacement and the warranty provided with the vehicle was limited
  to $5,000. Since this would have caused a financial burden on Ms. ******* to come up with the balance of the repairs, we made a good faith gesture to
  trade her out of that vehicle and give her the full price she paid for it.
  On December 30, 2024, the customer purchased a different vehicle and expressed
  her happiness with her experience. I have been assured by the customer that she
  is satisfied with how things have turned out in the end and that she would be
  willing to retract her complaint.

• Initial Complaint

  Date:11/11/2024

  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.

  Clement is conducting fraud & has treated me different because I'm a woman. Each person I've encountered has lied to me about everything that has gone on. I was promised my credit would be run once, it was ran 3 times. Told me it would be 1 hard inquiry because of the time ********** wasn't. I was told they performed a service on the car and they did not because I did it myself. I ended up trading the car within 5 ******** went to the sister lot to look at a vehicle I was approached by 3 salesmen, all greeted me & complimented my looks. I asked for help with my ************ said, "Someone else has already made a commission on you so we are not going to help you." & walked away from me. I signed a sales contract for my vehicle on 10-9-24 without letting me test drive it. **** told me I was trying to extort them when I told him I was dissatisfied with the customer *********** could make a public review of my experience. I was told it would take a few days to service before delivery, online says 5-15 days. A week goes by I reach out multiple times, leave messages & nobody calls me back with an update. Not until my mother contacted the sales manager at another location & told them how I was being taken advantage of & lied to that ***** called me on ***** I found out that parts weren't ordered until *****. I expressed to him how I felt about the way I had been treated & asked if I could cancel the contract he said that wasn't an option. He promised me he would call me every 2 days with updates. 5 days go by, I reach out. He returns my call on ***** said car will be ready 11-1. I ask to speak to *** Clement who calls me *****, I explain what I've gone through, he offers to give me an extended warranty for my troubles. I don't get the car until 11-9 & they want me to sign a hold harmless agreement that doesn't validate the warranty until I do so. Less than 48 hrs later the car won't start & had to be towed away. They said could be battery but told me they had replaced it.

  Business Response

  Date: 11/27/2024

  Ms. ********* did purchase a vehicle from Clement Pre-Owned St Charles in early October 2024. After that purchase, she changed her mind and decided to swap that car for a different vehicle. The replacement vehicle she chose was still in transit from the auction at that time. When it arrived, she was taken to see it. She chose to proceed with purchasing it knowing it still had to go through the service department reconditioning process as well as go to the body shop for repairs to the front bumper area. She was not told a date it would be completed, rather that when it is done, she could pick it up. Knowing this, she decided to proceed with the purchase transaction of this replacement vehicle. At no time was there ever any interaction with her as a customer that was based on her gender. She was given the exact same opportunities and service as any other customer. When it became clear that she was not happy and wanted to speak to the owner of the company, he personally called her and discussed her experience. He offered to allow her to unwind the entire transaction and walk away. She refused that offer. After taking possession of the replacement vehicle, she experienced a battery failure. We had no way to know that a battery was going to randomly go bad, but offered to replace it for free. At this point, Ms. ********* decided she no longer wanted this car either. As a gesture of goodwill, we not only allowed her to give back the vehicle and pay off her loan, we paid off the vehicle she traded in and gave her a personal check for the difference in value due to her not even wanting her own vehicle back that she traded in. There is nothing more that can be done in this transaction. I have attached copies of both the payoff check to her lender on the purchased vehicle and the checks made out to her and her original lien holder on the vehicle she traded in.

• Initial Complaint

  Date:08/19/2024

  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.

  On 7/15 we purchased a *** from Clements St. Charles. When we bought the car on 7/15- we had an upcoming payment scheduled on our previous car for 7/19. The sales manager told us to keep the payment scheduled and that *********** would issue us a refund once they received the payoff amount. On 7/25 *********** received a payment of 17, ****** which reflected the amount of new total with our car payment, however our paperwork from the dealer states they sent ********* (amount prior to scheduled payment).On 8/10 we called *********** to touch base about our reimbursement and they informed us of the amount that was sent to pay off and three way called the dealership to speak with the sales manager (****) who tells us that there was a check sent to our new financing institution for a credit amount of 543. We called ******************** on the same day as our payment for the *** was due in 4 days and we had not received any information and they told us that they have not received any paperwork on the new car/financing. **** informed us that there was a delay in funding and would be available by 12pm for account access on 8/13. Once funding was available, the bank could process the check, however the bank has not received a check when calling. On 8/13 we called Arsenal and the account was created on 8/10 however there was still no reimbursement and they did not receive paperwork yet. We had to call the back via phone conference to gain access to our account number to make the payment on 8/14 that was due. As of 8/19 we still have not received any paperwork regarding our new financing through ******************** and Arsenal has not received a check for reimbursement to be applied to our account. Asking for our refund of 543. 59 since it has been over a month. (Payments provided)

  Business Response

  Date: 09/02/2024

  As soon as we received overage for payment from the previous lien holder.  A check was cut for the customers, they have picked up the overage check.

• Initial Complaint

  Date:06/07/2024

  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.

  I purchased a vehicle December 6, 2023 and instantly noticed the check engine light on. It was pit in the shop at the dealer the same day for 2 days. The light was off when i the vehicle was returned to me but constantly come back on every few weeks. I took it for a diagnostic somewhere else and was informed it was the catalytic coverter. I've been trying to have them fix this issue for weeks without results. I don't know why they'd sell me a vehicle with existing issues without informing me or fixing the problem.

  Business Response

  Date: 07/31/2024

  This vehicle has been repaired at no cost to ******************.

• Initial Complaint

  Date:06/06/2024

  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.

  Purchased in September 2023, at time of 2 week trial of car I found issues with air conditioning workingclement could not schedule to evaluate until January and at that time stated they couid not duplicate issue due to cold weather. I started trying to get car rescheduled in Spring April 2o24 because that is what they told me to do.in April inwas told they werent going to fix the air conditioner that I wouod have to pay them to fix it and then they couldnt get that scheduled or the required servicing of my car to keep their ******* mile power train warranty.i took the car to my local service **** who has told me the evaporator core is leaking and thats why it wont stay cold and hold freon..Clement wont even look at the car without a $200 service initial fee..I want the car returned to Clement and my contract canceled with no harm to my credit report. My local service dealer is telling me this is a $3000 to $4000 repair to this vehicle.

  Customer Answer

  Date: 07/12/2024

  I have not heard from the business either.

  Business Response

  Date: 07/31/2024

  ************** purchased a used 2017 ******* Tucson on September 23, 2023. I have no idea what is being referred to when she states "at time of 2 week trial of car". There is no trial period when you buy a used car. We did provide her with a 30 year or ******* mile limited warranty at no cost to her at the time of purchase. I have attached a copy of this contract. We also offered an extended service contract which would have covered many other components but it was declined by **************. I have also attached a copy of this declination page signed by **************. It is never good when someone has problems with their vehicle, however we cannot be responsible for a used car weeks or moths or years after the purchase which is why we offer the mentioned protection options. Thank you

  Customer Answer

  Date: 08/01/2024

  Complaint: 21814047
  
  I have reviewed the business' response and am rejecting it because:
  
  I was verbally told the day I drove the car off the lot I had two weeks to let thek know anything I found wrong with the car and I did.  Its documented in their service department  records In ********* and what the dealer failed to tell me was they would need something they call a we owe contract signed in order for them to fix it.that contract was never mentioned when i reported the issue but their service department knows I reported it.  When they offered the extended warranty which was coming from a third party they asked if I was having any issues and I was honest and said yes, the air conditioner doesnt work.they would not sell me the extended warranty with a known issue.I have had the car evaluated at two dealerships costing me over $500 between the twothe compressor doesnt work per a ******* dealership and the cost to repair it is quoted at $2488.   Clement ************* team put dye in the lines to check it when I brought the car back for them to fix it as they had verbally promised..they couidnt repeat the issue owe their service invoice because it was cold outside and They told me to come back when it got warmer so they could work on it again!!  Then when I tried to schedule they had ten excuses why they couldn't get me in and started passing me around to all their other locations, some as far away as two hours from where I live.  When I couidnt get any resolution from them I had the car looked at and paid for diagnostic studies..I think they knew the whole time the compressor was bad in the car and have delayed continually my complaint probably because they knew it was bad.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/02/2024

  Absolutely not true. There is not a chance, zero percent, that any customer has ever been told that they can drive a car for 2 weeks and anything that happens would be covered. This just is not part of the car business. The extended service contract was offered at the  time of purchase by the finance manager. There were no issues with the vehicle so there would not be any reason other than choosing not to purchase it that it wasn't issued. It has been 11 months since the car was purchased and we have no liability in this situation.

• 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.

  I am writing to express my extreme disappointment and frustration with the recent service experience I had at Clement *********** Initially, my interaction with Clement was positive, as I found a quality car at a fair price and was impressed by the powertrain warranty offered.However, my satisfaction quickly turned into frustration when, just over a month after purchasing the vehicle, the "check engine light" illuminated on my dashboard. On January 14th, I received a free diagnosis report indicating that the engine code was related to the oil pump. Due to scheduling constraints, I was only able to bring my vehicle to Clement Service on January 23rd.Subsequently, on January 30th, I was informed by Clement Service that the issue with the oil pump housing unit would not be covered under the warranty, leaving me responsible for both the diagnostic test fees (despite having received a free diagnosis previously) and over $1,200 in repair costs for a car I had owned for less than 40 days.To compound matters, despite numerous attempts to contact the service manager to discuss the situation and explore potential solutions, I was unable to reach them and my voicemails went unanswered.This experience has left me not only disillusioned with Clement ********** but also regretful of my decision to purchase a vehicle from your dealership. I have no intention of fulfilling my end of the warranty agreement and will seek alternative repair centers for future maintenance needs, as it is clear that Clement ********** is unwilling to honor their end of the warranty.Furthermore, I am compelled to share my negative experience with others, I believe it is imperative to hold Clement ********** accountable for their lack of integrity and customer service.I sincerely hope that my feedback prompts a reevaluation of your policies and practices to prevent other customers from experiencing the same level of disappointment and dissatisfactionn

  Business Response

  Date: 06/04/2024

  *************** purchased the 2014 Jeep Cherokee on December 13, 2023.  At the time of purchase, he was provided with a 30-year ******* mile limited powertrain warranty free of charge. He was also offered the option to purchase additional protection plans to cover other mechanical components. He chose to decline this protection. He had his gas tank cover tear off due to the ice storm which he could have submitted the physical damage to his insurance but he chose to pay for it out of pocket. When the customer brought his vehicle in for service, our technicians were unable to find any issues with the oil pump, but did diagnose a coolant temperature sensor problem, which was not covered under the free power-train warranty provided by Clement Pre-Owned. The customer approved the repair and the work was completed,along with the repair for the gas cap cover.
  
  We understand the customers frustration and disappointment, but it is important to note that the repairs completed were not covered under his warranties and were approved by him. We did lower the bill for him by $100 as a courtesy before he even started expressing his concerns.  We have no liability in this situation as he was offered protection that he declined and then he also agreed to pay for the non-covered components before the repairs were completed.

• Initial Complaint

  Date:02/11/2024

  Type:Sales and Advertising 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 purchased a 2016 Jeep wrangler around December 26,2022. The sales person ***************** harassed me for a review multiple times so that he got a bonus. I asked multiple times for the sales person ***************** to remove the plates from my **************************************** I ended up getting a speeding ticket in the mail from out of state due to whomever they sold my explorer to still had my plates on it. I had to physically go up to Clement and provide paperwork to the manager ***** to get that taken care of.I live 30mins away. I also had to receive a dealership licenses plate because I was told from the title company that Clement did not provide the right paperwork and my temporary plates were expiring. I had to use a dealership plate from Clement. My boyfriend and I returned it personally after I had received my permanent plates. I had a situation a few months after I got my 2016 Jeep wrangler where it needed tire rods fixed. The service department in ********* were rude and wouldnt answer my phone calls when my Jeep was sitting at their service department. I had to call from my coworkers phone for them to answer because obviously caller id had a lot to do with it. The service department stated the warranty I had purchased (bumper to bumper) would not cover anything. I made the decision to cancel my warranty on September 5th, 2023. I was asked for return of paperwork and dealership plate (I already turned in) I sent all paperwork back. I hadnt heard from anyone in a couple weeks. I contacted Clement on or around September 22,2023. I spoke with a ************************* whom told me that he was now the financial person. He had no information. I emailed him the paperwork I had signed and mailed back. I have contacted him every month and I finally got an email on December 27,2023 stating they had the funds and that it would be sent. There is still no payment received and I can not get ahold of ************************* to get a form of payment and tracking number for the credit union.

  Business Response

  Date: 02/12/2024

  I have attached copies of the cancellation form signed by ********************** as well as a screenshot from the portal confirming the cancellation and a copy of the check that has been issued to the lien holder, ********************** This should satisfy her request. Thank you, *********************

• Initial Complaint

  Date:01/25/2024

  Type:Sales and Advertising 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 purchased a car on 01/09/2024. I put 3000 down on the car and it was 14000. They told me that the brakes were changed, the wipers and the tires were replaced however, none of it was done. I could not start the vehicle on 01/11/2024. They sent a guy to jump the car. The brakes are bad and the car is not safe. I spoke with the salesperson, he stated they are trying to get me in for service. I do not want the car. The person that came out to jump the car stated that it was the anti-lock that made the car not start. It took 9 days for them to call me back. It takes two keys to drive. They told me I could trade it in. They told me that I could call the loan company. They loan says 14,771 on the document it says 15,500.
  The manager basically laughed in my face.

  Business Response

  Date: 01/26/2024

  Ms. ******* did purchase a 2018 Kia Sportage from our dealership on January 9, 2024. She called in on the morning of January 12, 2024 and said she could not get the car to start. We sent a service tech to her to help and he found that the steering wheel was in a locked position which just needed to be turned to unlock the ignition to start. It started right up and we did not hear back about this issue. On the 18th she called in saying she doesn't want the car anymore. Ms. ******* financed her car and has a lien on her vehicle with the lender. I have attached a copy of the repair order from when this vehicle went through our service inspection process. It passed Missouri safety and emissions inspection, had the oil and filter changed, was treated with a premium oil treatment, had new wiper blades installed, had 4 new tires mounted, balanced and installed, had the front brake pads and rotors replaced, had a 4 wheel alignment, had a new window regulator installed and a new inside door handle. ******* Auto Group provides, for free, a 30 year 300,000 mile limited warranty, so every vehicle goes through a thorough inspection. Buyer's remorse is not an option when there is a third party lien holder involved.