Complaints

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

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  Crown Auto Sales & Finance

  5923 Orr Rd Charlotte, NC 28213-6321

  
• 

  Crown Auto Sales & Finance

  1445 Cherry Rd Rock Hill, SC 29732-2550

  
• 

  Crown Auto Sales & Finance

  1462 Ashley Rd Charlotte, NC 28208-3702

  
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  Crown Auto Sales & Finance

  4405 N Tryon St Charlotte, NC 28213-6920

  

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:06/16/2025

  Type:Billing 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 received a call about an audit being sone on my account after two and half years I was told it was a down payment balance due that i agreed to pay. I asked how mich was the down payment I was told $1200 and I only gave $700 and I owe $500 I told them thats not true I have $4000 and I provided proof of the money that was given and I asked for documentation for what they are seeing that saying $700 I still havent received and answer about the audit when I call for a manager ****** asked what am I calling for today and I asked for the manager he said no and hung up on me. The regional manager called back nonchalant and said he would pull the call but thats not what ****** stated happened and they are selling my account to a different company. Nobody is nice they are rude and you cant ask simple questions but when they thought I owed them it was are you paying today or when can you pay. Now Im being mistreated and talked to disrespectfully after paying my account on time for the past 2 and half years

  Business Response

  Date: 06/17/2025

  Ms ****** did receive a call from our company.  If she does have questions regarding the reason for that call, I do encourage her to call me at ************.  As for the phone call itself, it is being reviewed by our upper management team and appropriate steps will be taken if necessary.  Once again, Ms ****** can call me at ************

  Customer Answer

  Date: 06/17/2025

   
  I am rejecting this response because: when I call in for an answer to my question I was mistreated and hung up and 2 different people said they would review the recording and get back to me. Of course that wasnt true either.. Now all of sudden its still being reviewed after over 2 weeks and they are selling my contract to another company without giving any warning or heads up! I dont appreciate the rudeness of anyone at this company and the lack of information they are sharing like I am a problem for wanting to know if my money was stolen or not!!
  
  

• Initial Complaint

  Date:05/13/2025

  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 purchased a 2014 **** Explorer on 9-25-2025 from L&H Auto Sales and AMS Financial financed the vehicle with $2000 down and payments @ $433.73 a month plus a $5.00 transaction fee. I was told the vehicle was sold AS IS but an extended warranty was on the vehicle later to find out the warranty was for ***** miles / 6 months whichever occurred first. Here we are 6 months later the water pump goes out in this vehicle, the warranty would not cover it because it was over the mileage when I purchased the vehicle it had ******* miles on it. It was taken to a shop which would cost me $2600 to fix. I contacted *** to see if I could get a resolution for this. First, I was offered a deferred payment until May. Then I later called back to ask if I could get some help with getting this vehicle repaired. I was told no at that time and that's when I asked if I pay the $2600 could they take that off the balance of vehicle, I was told no they couldn't do that either. So, then I asked could they repair the vehicle and put the $2600 on the back end of the loan and go up on the car payments I was told no. Then I asked again that's when I was asked if I could pay half of the 2600 which would have been $1300 and I said yes and then they agreed to pay the other half of the $1300 and then refinance the vehicle with a higher car payment. I was asked when would I have my half which would be May 7, 2025. But then it was taking so long to get this done the auto shop wanted everything paid upfront before the vehicle was repaired. I called back and told the manager what was said, and he told me he was contacting the shop to let them know he was sending a certified letter, but they never contacted the shop at all. I got the complete run around for this vehicle being repaired, I spent money in rental cars to get to work and paying someone to take me to work. This has been a big headache. And now I'm having a hard time trying to get a letter from them stating they have possession of that vehicle.

  Business Response

  Date: 05/13/2025

  Ms. ***** did purchase a 2014 **** Explorer at L&H Auto.  This unit was subsequently financed by AMS Financial.  Upon purchase of this unit, Ms. ***** did purchase a service agreement, but as she said in her complaint--she went over her miles.  When you exceed your service contract term by miles or time, the unit is NO longer covered by said contract, and the customer is responsible for their repairs.  

  We tried to give Ms. ***** some solutions since her service contract was expired, but those solutions didnt satisfy her and she eventually decide to do a voluntary recovery.  As for her down payment, that was collected at L&H auto, not AMS Financial, but nothing in her contract would call for a refund. 

   

   

   

   

  Customer Answer

  Date: 05/13/2025

   
  I am rejecting this response because:
  AMS did not give many solutions because everything I suggested they turned down. When I was asked about paying half of the repairs I agreed  and they did also. But they never contacted the auto shop, they started avoiding all my calls and would never return my calls and I also have a recording that they stated as well in agreement to payment. I had my portion of money to be paid but as I said they would never return my calls. So yes I called for the vehicle to be picked up but they were not in compliance with their end of the agreement.

   

  Business Response

  Date: 05/14/2025

  We gave customer solutions, but please understand, when a car is NO LONGER covered by service contract we arent obligated to give solutions. We try our best to assist customers, but  repairs are the customer's responsibility when service contracts expire.  As for not being able to reach ***, I just dont see how we are open from 9-6 and answer phones all day long.  

  Customer Answer

  Date: 05/14/2025

   
  I am rejecting this response because:
  No you are not obligated but when you supposedly have a warranrty agreement  and told one thing and something different when it comes to repairing the vehicle is crazy. But we did come into an agreement of repairing the vehicle and you said were going to help and you did not. And I never said *** was never opened or closed I said whenever I called I was told the manager was on break, in a meeting, or not in the office. Messages and emails were sent to him from the office representatives. I was told he was a very busy man. But my calls were never returned. 

• Initial Complaint

  Date:03/31/2025

  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.

  The dealer has not paid my warranty that I have paid for every month since I have purchased this vehicle. They broke their contract . My vehicle is not safe needs work and after calling warranty company last week they back tracked and activated it now but, problems still denied my claim and won't return my calls . I want my money back and they can take this vehicle back...And I believe they are going drag this out and say my warranty is up due to mileage.

  Business Response

  Date: 04/09/2025

   

  The Customer purchased a 2016 Jeep Wrangler with ******* Miles on April 13, 2024 at our ********* SC Location . A  24 month or ****** mile **************** contract whichever comes first was sold for $1500 and financed into the retail installment contract . The service contract is in force and has always been in force as we are the provider of the contract and the lienholder on the retail installment contract. The accusation that the service contract is not paid for is untrue as the administrator was in error in communicating this and entering her contract into our portal. Furthermore  the customer has made several claims for covered and uncovered repairs totaling over $3000  from which we have paid with no issues(  some as good will) with  the latest repair coming on March 8 2025.  If there is something that the customer does not understand regarding her service contract  coverages , or  retail installment contract, she may contact us, otherwise we will honor all of our obligations under the Bill of Sale , Installment contract, and all ancillary products sold, and we expect the customer to do the same.

  Sincerely 

   

• Initial Complaint

  Date:09/28/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 may payments to AMS financial please the receipt of payments!!I purchased a crown auto on ***************. About 2 years ago! I have had the worst experience with this company!! My car has been in the shop so many times since I purchased it!! I purchased an extended warranty with this car!! All the repairs *** paid outta pocket!! I was without a car for 4 weeks because you cant take your car that you purchased from back to there shop!! The car is broke down again!! They still looking for the customer to pay 240 every two weeks! I they should let me out of the lease that i wasnt even aware i had!! This company dont offer leases anymore!!

  Business Response

  Date: 10/04/2024

  After speaking with the customer, we were unable to verify any ongoing mechanical issues however there may have been some miscommunication regarding her extended service contract, which has expired. It is my understanding that the customer is withdrawing her complaint and is now interested in purchasing another vehicle from Crown auto sales. 

  Customer Answer

  Date: 10/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:07/29/2024

  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.

  My complaint is on AMS and or Crown Auto Sales, based on their un professionalism and mismanagement of my current business with their financial entity. 7/15/24 1:35pm I called and spoke with ******** I asked about insurance check endorsement I was told I absolutely needed to have their signature and that I needed to speak with ******************* at ext 9005, I was transferred to *********** leaving a message regarding my concern and to forward to the correct party, 7/16/24 9:00 spoke with ******* in the insurance department I explained I received the check to fix my car that had taken 7/17 off work in advance to come to take care of this matter was informed their policy is to fix the car first I told her the entity I was using needed to be able to purchase parts I was asked if I was going to a backyard mechanic which was offensive the correct term is licensed or certified she suggests their referral which is out of range at least 100 miles away for the car to be driven without causing further damages, she stated she would go to her boss who just arrived that she wasnt going to ******* with my circumstances which was bad business and dismissive to a customer, and that she would call me back at 11:30am, I called 7/17 11:47am speaking with ***** my account manager I let her know of my frustration and that i dont see the point of making payments on a car that cant be driven because they are holding me up, I was ensured either herself or ******* would be calling me back, the only correspondence *** received is a friendly reminder of how to take care of my payment 7/27 I received multiple notifications that Ive never received in the 4 mos of me having this car, by text 1:28pm 7/26, phone 1:29, and email 1:28pm and 2:13 from *******************. No one has taken the time address or find a solution or shown that my business is important enough when I did my part in submitting a claim to be able to repair the car but that is being obstructed in doing so, their is no one size fit all.

  Business Response

  Date: 08/05/2024

  We have received and read ******************** complaint.  We apologize, if the conversation with the credit manager offended her, but the manager was stating our policy.  It is AMS Financial policy that we will not endorse insurance checks until the unit is repaired and we have proof of the repair.  **************** said that she is looking for a resolution to her issue and I would be glad to share some

  1) **************** can pay for the repair to the shop she chose upfront and we receive proof of the repair, we can endorse the check

  2) **************** can go to a larger shop that wont require her to purchase upfront and we can endorse check when work is completed

  3) We can try to help **************** find another shop where she is located-if our referral shops are too far away

   

  Beyond these solutions there is not much AMS Financial can do to solve her concern.  The root of the issue is that the shop **************** has choose is requiring the parts to be purchased upfront and although, we understand her concerns, another shop may be able to fix this issue and we can move on.  

  Customer Answer

  Date: 08/05/2024

   
  I am rejecting this response because:
  None of these options are different nor feasible I am already coming out of pocket for a rental and other expenses. Not just small shops operate like this business are in fear and dont want to do business like this because they want to be guaranteed their money. This car has been sitting for almost 2 mos now and no one ever reached back out to confirm because I was told that ******* would be speaking to her boss. They starting calling when the payment was due but never to address my concerns. I have the ability to use any shop that I choose, if your policy is to not sign this check and continue to prohibit me from being on the road come pick the car up. I have to much going on deal with this you need a better policy for your customers because their is no reason for this, this isnt help this is torture and very much unacceptable! I dont understand why I cant be trusted to fix my car and make arrangements that are suitable for my situation. 

  Business Response

  Date: 08/13/2024

  **************** has been made aware of our policy and there is not much more we can add to this response.  We have given solution, but if **************** refuses to accept any of these solutions than unfortunately, we would be at a stalemate.  **************** is free to contact her account *** to discuss her next steps 

• Initial Complaint

  Date:06/29/2024

  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.

  This company lies to customers I told the company repeatedly that I had 1000 down the websites application doesnt allow you to input anything under 2000 when filling out told them about this issue The sales guy maintained that a 1000$ was sufficient enough for a vehicle purchase also disclosed I had a repo the company maintained that this wasnt an issue.The day comes to buy and they hit me out the blue with approval with condition I put 2000 down This down payment is in direct violation of consumer laws and I would like them to honor the 1000 down agreement made 2 days before 06/28

  Business Response

  Date: 07/05/2024

  All Auto Loan approvals from our related Finance Company, AMS Financial are governed by the company's underwriting guidelines. In most cases no two customers have identical credit and underwriting profiles. Down *******s will vary based on credit profile, the price of the vehicle as well as the max ******* that a potential customer is approved for. 

  Customer Answer

  Date: 07/05/2024

   
  I am rejecting this response because: genuine statements from the seller and manager enticed me to come in and do business (pre approval) which is one file the salesman said precisely that $1000 with one repo was absolutely no issue word for word. Consumer laws strictly prohibits the collection of down payments if you are runnning the credit profile of a customer .. this profile run is a consumer transaction within itself company policy does not ***** federal law!! 
  refer NC General Statutes Chptr 20 Art. 12A

  I see no problem with agreement of 1000 down of this isnt honor further steps will be taken

  Business Response

  Date: 07/11/2024

  As stated in our first response, AMS Financial has an underwriting guideline policy that we use with every customer who enters into a ********************** Auto ********************** & ********************** dealership. In many cases, 1000 down with 1 repo may still qualify for a car,which is why the sales **** ************************* encouraged **************** to fill out an application.  Credit approval is never promised or guaranteed until we have a complete application.  Upon receiving the complete application,there were some other factors that hindered **************** from being approved with just 1000 down.  Without going into ****************** situation too much on a public forum, AMS Financial has 9 different data points we used for credit approval, and ****************** application fell on the lower end of many of those data points.

  
  Auto Dealers are certainly allowed to collect down payments while credit profiles are being reviewed, but if the deal is denied than down payments must be returned.  In this case, **************** never paid a down payment to our store.

  Customer Answer

  Date: 07/11/2024

   
  I am rejecting this response because:
  As stated previously  your pictures doesn't ***** federal consumer LAWS Emphasis on LAW your company still has to follow the law I stated the article and chapter in previous response 

  I will be inclined to take legal action if needed.. ** am going to contact a physical person at THE BBB  so a representative in brought in on the conversation To shed light on what you can and cannot do with consumers if you are properly following the consumer law which majority of dealerships dont do. And we as public get finesse for not knowing what our rights and dealership continuously breaking laws 

  Business Response

  Date: 07/17/2024

  $1000 and 1 repo, was enough for a pre-approval, but a pre-approval doesnt guarantee credit approval.  As discussed in previous reponses, there are other criteria/data points that our inhouse finance company does use to approve loans.  Unfortunately, *************** did not meet that other criteria. 
  
  If **************** would like us to continue to shop is application to other lenders, we can gladly try that for him, but unfortunately, the application just did not meet our inhouse financing criteria 

• Initial Complaint

  Date:05/08/2024

  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.

  It's been over 7 years since i purchase the 2010 Chevrolet AVEO, form AMS Financial. I purchased the car back in 10/23/2017, and I reached out to the manger on 03/17/2023 to get a settlement that we both can agree too. The manger dined my amount and stated the lowest settlement he can offer me is $4,801.50 witch is (50%) on the account, I then asked him for the notice of sales witch i didn't received he only emailed me a letter that stated NOTICE OF OUR PLAN TO SELL PROPERTY, witch did not break down anything, I asked the manger again to send me a copy of the notice of sales witch backs down everything including the amount they sold the car for but i still have not received that. I would like to dispute this off my credit because of the facts its been over 7 years now, and would like to get something done about this issues with this company.

  Business Response

  Date: 05/08/2024

  All of the pertinent information on this recovery was sent out back in 2018 when the recovery action occurred.  We resent the standard repossession letter that is sent out on recoveries.  The settlement offer is still good if customer would like to contact our offices about settling the debt.  If customer would like to dispute loan on the *** all *** disputes start with equifax and we can answer dispute via their portal 

   

   

  Customer Answer

  Date: 05/08/2024

   
  I am rejecting this response because:
  The letter that the manager is stating that was sent out back in 2018 I never received it and I told him that when we were emailing each other, so he sent me a letter through email stated NOTICE OF OUR PLANS TO SELL PROPERTY,,, witch does not break down everything like how the NOTICE OF SALES will,,,,, how much the car was sold for? Was in brought in a auction? How much was left on the account? That's what I'm requesting a full breakdown.

  Business Response

  Date: 05/29/2024

  We can gladly get a breakdown on sales price and how we arrived to customer's def balance.  The 10 day letter we sent is a standard letter we send for proof of recovery 

• Initial Complaint

  Date:04/12/2024

  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.

  This company is a scam. False reporting on my credit, keeps saying theyve fixed it yet its not fixed. Has been a hindrance in me getting into another vehicle. Refuses to give any attorney information to my attorney so we can proceed. Will completely ruin your credit score with lies.

  Business Response

  Date: 04/16/2024

  As far as our records show, ************************ credit is being reported properly.  ****************** called ** last week, and we sent an update just to confirm.  If ******************** wants to provide a copy of her credit report to us or gives us permission to run another, we can look into this further, but on our end, everything appears to be reporitng properly.  

• Initial Complaint

  Date:04/11/2024

  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.

  I purchased two vehicles from Crown auto ( Purchase Date April 5th 2023) My first indicator to turn and run was when the salesman wrecked the vehicle I was going to test drive. I was understanding of this situation because we are all humans and accidents happen. I trusted them to fix the damages on the vehicle and to also repair a broken window switch on the passenger side. The cosmetic damage on the outside was done but they completely forgot the window switch when I went to pick up the vehicle a week later. It still does not work, I addressed it and was told I would get a call about it. I never received the call, shocker. I decided to replace it myself and not worry about the headache. over the weekend I noticed the car would not register properly to the key fob. It would say "key not detected multiple times". I thought it could be due to low battery in the key fob, I changed the batteries and the issue still happened. I replaced the batteries on April 9th 2024, now today is April 10th 2024 and the issue was still persisting and just got worse from here.I was driving and the check engine lights come on and the car instantly begins to act off and not running smooth. I picked up the phone and called regarding this. I was told it was due to the key fob and he gave me a number to call to get it reprogrammed. I expressed to him about the check engine light, he tried to tell me it was bad gas. As we were speaking on the phone my car shut off on me, i expressed this to him. He tried to laugh off the situation and tell me no to worry because I bought the warranty. I hung up the phone and head straight to a shop to plug my car up to the computer and come to find out the vehicle has a major issues with the ignition switch itself. They KNOW they are selling you bad vehicles thats why they push you to get the warranty so hard, because trust and believe you're going to need it.

  Business Response

  Date: 04/19/2024

  *****************, we appreciate your business and understand the frustration of having mechanical issues.  In our industry, we realize that it is inevitable that all vehicles, used and new alike, will need repairs and maintenance, with the question being when.  Crown Auto Sales has no foresight as to when a vehicle will have such an occurrence.  Most of our colleagues and competitors in the used car industry sell vehicles AS/IS only.  Crown Auto Sales goes steps beyond many of our competitors by including a 90 day ***** mile powertrain warranty for consumers at this time, while also offering different extended warranty options.  Crown Auto Sales also reserves the right, on a case by case basis to do good will repairs.  Through our financing partner, we are able to extend credit to not only prime credit customers, but those who may need help with credit building or rebuilding.
  *****************, again it is very unfortunate that you are having mechanical issues with your used vehicle purchase.  We have offered a good will repair for the fob, as you mentioned.  Your vehicle also has warranty to address mechanical failures,as you also mentioned.  It was unfortunate that ****************** cracked the lower valance, bumping an unforeseen object in the grass. However, as you mentioned, it was repaired.  The window switch was ordered by the local body shop that repaired the lower valance and it has not come in as of the time of this response.  The Crown Auto Sales Team in ********** really enjoyed the process of you and your husband purchasing vehicles and regard you both in high esteem.

  Customer Answer

  Date: 04/19/2024

   
  I am rejecting this response because:
  At this time I had to seek higher help from the headquarters. I am currently awaiting a decision from Manager at the headquarters and  the operations manager regarding this issue. After this complaint was filed I took the vehicle to blacks tire where I learned the vehicle has motor damage and extensive damage to the entire computer system. The mechanic cannot even perform repairs on the vehicle due to this issue.  Upon completeting the diagnostics it showed this had been an ongoing issue prior the vehicle supposedly going through inspection by the whiteville office. I have record of every phone call and correspondence throughout this process and the windows switch communication was never told to me directly at all. At this time this is still open and pending as far as I am concerned. Once  i get communication back from headquarters regarding them taking the unusable vehicle back and allowing me to pick another vehicle from the ********* location then I will consider this resolved. After speaking with the manager at the ********* location and learning that the whiteville branch is solely responsible for servicing and purchasing their own vehicles I am not comfortable selecting a vehicle from that location. However the gentleman from ******************** spoke to gives me much more confidence in the way the ******************************* is ran and operated. 

  The vehicle is still sitting at the mechanic shop awaiting instructions on where to tow it to and next steps in this process. 

  Business Response

  Date: 04/25/2024

  We are sorry that the customer is having a problem with her vehicle . This used vehicle was sold as it is with a limited warranty. The problem with the vehicle is not covered under the limited warranty however, our Goodwill policy is looking into taking care of the problem and the car is at a preferred service facility where the customer has taken it to have  the issue resolved.  here...

  Customer Answer

  Date: 04/27/2024

   
  I am rejecting this response because:
  I am still awaiting a response from ******* so this car can be returned. I have called ***** from the headquarters ***************** He told me he is waiting for the operations manager decision. The dodge journey has been sitting at blacks tires in ********** ** collecting storage fees since roughly April 16th. The car is not being repaired there and that has been expressed. Blacks tires expressed the car is not fixable at their facility due to theagnitude of the issue exceeds their capabilities. 

  ***** has expressed a resolution of taking the dodge journey back and allowing me to pick a different vehicle from the *******************************, this is a resolution I am willing to accept. This complaint is still pending and unresolved until I get communication back about this decision. I have called and called and called and I'm starting to feel like I'm getting the run around 

   

  Business Response

  Date: 05/06/2024

  After further review and conversations with the customer we have come to a satisfactory resolution for our customer.

• Initial Complaint

  Date:11/09/2023

  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 vehicle in October of 2022. The first week the vehicle had issues and had to be taken to a repair shop. Nothing was done about this matter. Weeks go by and the problem with the vehicle got worse causing a safety risk as well as me not being able to travel back and forth to work. I contacted the company again about the matter and was referred to there car repair company where I brought my car to and nothing was found. However the decision was made by the repair shop to do some work on my vehicle and the work that was done by the repair shop damaged my vehicle more. I was sent home with where the problem got worse. I was told to return back to this same repair shop. Again sent home and the vehicle still had the same problem. After bringing my vehicle to the repair shop that I brought the car from five times traveling a hour there and a hour back I was frustrated at this point. The repair shop sent me to another repair shop that tried to attempt to fix what the previous repair had damaged there was no success I had to return back to the original shop where I was given a loaner while they worked on my car. After not having my vehicle for five days I was contacted and told my vehicle was fixed. After I picked my vehicle up and returned home the problem still persist. At that point the repair shop that had done the damage to my car would not attempt to fix it anymore. I filed a claim with the warranty company that is also in Connection with the company I purchased the car from. No response and on would help me. I continued to make payments and the car was drivable so I continued to drive short distances with the vehicle. The whole time I had the vehicle the check engine light was on and the *** light was on. The car is now not safe at all to drive and this matter was never properly taken care of. This car is ********* and only worth ******** this company failed to comply with warranty policies and did not fix the problem that was caused by there repair shop

  Business Response

  Date: 11/20/2023

   

  *************************** purchased the 2016 Honda CR-V on October 24, 2022. The mileage at time of purchase was ******. When the customer began to have an issue with the vehicle,she was directed to a repair shop by our warranty company. ****** continued to have concerns, so she was directed to bring the vehicle into our internal reconditioning repair center. As a one time, goodwill repair we replaced the spark plugs, throttle body and mass air flow sensor on March 17, 2023. Total cost was $351.84 (no charge to the customer). At that point the milage was ******. We have not heard from the customer since March of this year until last week (week of November 13, 2023).
  
  The customer was given documentation at the point of sale that explains whats covered under their extended service contract as well as the time and milage expiration. The customer is responsible for repairs that are not covered and all maintenance and repairs once they have exceeded the milage or time limit of the extended service contract.
  
  *************************
  Crown Auto Sales & Finance
  Operations Director  

  Customer Answer

  Date: 11/20/2023

   
  I am rejecting this response because:
  Due to the fact that no one would communicate with fixing the car properly!! I've called more than enough times took the car to the repair shop way to many times costing me in extremely high cost in constant gas purchases to have to go back and forth. This company will not communicate with me to get my car fixed properly after attempting to fix the problem it was still having the same issue they became tired of dealing with the issue and every time I called I was directed to call several other sources then told they can't help me. I just want this agreement to be **** and void. They have the car and it's not worth the cost for a vehicle that doesn't drive properly and causes safety issues.