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:06/13/2025

  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.

  Westgate ********* of Burgaw sold me a ************* policy that didnt cover my vehicle and led me to believe that my vehicle had adequate ************* coverage. On 04/24/25 I was in an accident that left the vehicle totaled. After filing a ************* claim, I found out that the claim was denied because the vehicle I purchased did not meet the criteria for coverage. Unbeknownst to me, the vehicle was manufactured to Canadian safety specifications, making it ineligible. The ********************* denied payment outright, leaving the balance unpaid and the loan outstanding.I spoke with K at the dealership in an attempt to resolve the issue. K was kind and attempted to understand the issue. He said that he had never heard of this problem before and didnt know that **** wouldnt honor the ************* policy for my vehicle. He offered to reach out to his representative from **** to see if they could make an exception or provide any support. He called me back the next day, Tuesday, June 3rd 2025 at 1:49pm, to inform me that he had reached out to his representative at ****, but that he hadnt heard back yet. He said he would be out of the office on Wednesday, but would call me back on Thursday, June 5th. **** confirmed that the claim was denied because it wasnt the appropriate policy for my vehicle. I followed up with K on Tuesday 6/10/25 to see if hed heard back from the representative he was planning to speak to. He hadnt. He told me that hed call him and call me right back. He called back a few minutes later and told me that the representative from **** couldnt give him an answer. Meanwhile, Im continuing to hold a balance with the bank and my auto insurance company isnt able to get the title for the vehicle. *** also had to continue making payments on the vehicle loan because this hasnt been resolved.

  Business Response

  Date: 06/16/2025

  Thank you for taking the time to register this complaint.  I have put a call into the Burgaw location to get a copy of your dealer file to progress this in a more timely fashion,   If it can be identified as an "employee/paperwork mistake" then we do have insurance coverage that I can apply for under our general garage liability insurance to get this situation rectified as soon as possible.   I will keep BBB updated but also reach out directly to the complainant.  

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23462953
  
  I am rejecting this response because:

  Im temporarily rejecting the response until a final resolution is achieved. Thank you for the prompt attention and willingness to rectify the situation. Ill continue to respond to updates as I receive them.

  Thanks again. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/12/2025

  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.

  Apr 24- coolant leaking from front bumper, coolant overheating, took car to ********* and they said they couldn't fix anything because they did not have any of the parts, too many issues. Vehicle towed to Westgate JCDR in ******* (WG).Apr 25- WG says coolant leaks coming from radiator hoses, needs to replace radiator as well. Quoted by ***** for $2200 before tax (attachment 1). Will take a wk for parts to arrive.May 2- service has been completed, picked up car around 4pm. Left dealership and only drove for about 10 minutes before coolant began overheating. Called dealership back and ***** says find a way to bring it back (did not offer tow) so he can look at it.May 3&4- running car to let idle, adding coolant to reservoir every time, because coolant keeps disappearing from reservoir. Coolant boiling over at idle, oil overheating while driving.May 5- brought car back around 1pm, ***** says to leave it with him to check codes and look closer. Gives me sheet with codes (attachment 2).May 6- ***** calls to say bolts are loose or have been tampered with and asked if anything stands out to me.May 6- ***** texts to say thermostat and sensor are faulty and need to be replaced. Quoted $1086.50 before taxes. I ask him to have technician tighten bolts because I cannot pay for service. ***** says technician will not tighten bolts, he will make sure everything is documented (attachment 3) for when I come pick the car up.May 7- pick car up from WG, ***** hands me keys and says to drive carefully.May 8- car engine shuts off at intersection, smoke comes from under the hood. Highway patrol comes, looks under hood, states he notices complete lack of coolant throughout entire vehicle. Call WG to get tow, refuses tow because I refused service of thermostat. I tell WG about coolant issue still persisting, WG dispatches tow.May 9- WG calls to say faulty thermostat caused blown head gasket. Only thing they can do is replace engine. Suggests just getting rid of/replacing the car.

  Business Response

  Date: 05/12/2025

  Thank you for taking the time to register this used vehicle service complaint through BBB and the complaint itself documents the repair issue.   It also documents that the complainant was provided information about necessary repair items and refused.   In continuing to drive the vehicle, complainant was the causal connection for the unfortunate further issues.   Thus, we deny the complainant's desired result of a repair refund - the work, parts, and labor for the initial repair were completed and this is not a lemon law situation.   

• Initial Complaint

  Date:05/06/2025

  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.

  Dear BBB Representative,I am writing to file a formal complaint against Westgate Chrysler Jeep Dodge Ram due to serious misrepresentation regarding the condition of a used vehicle I purchased from them, and their failure to take responsibility after the issue was ************* [insert month], I purchased a Jeep Wagoneer from this dealership. I was told by their staff that the vehicle had only sustained minor damage to the running board in a previous accident. Trusting that information, I proceeded with the purchase.Approximately two months later, I took the vehicle in for an alignment and was informed by a technician that the vehicle had actually been rear-ended and had significant frame damagesevere enough that it should have been declared a total loss. This critical information was never disclosed by the dealership.After discovering this, I contacted the dealership multiple times. At first, I was told the matter would be reviewed. Since then, my calls and messages have been ignored, and no resolution has been offered.This is not just a matter of poor customer servicethis is a dangerous and deceptive practice. Selling a vehicle with undisclosed structural damage puts drivers and passengers at serious risk.I am not requesting a refund. What I want is for Westgate Chrysler Jeep Dodge Ram to take full responsibility for their misrepresentation and pay for all necessary repairs to restore the vehicles frame and structure to safe, roadworthy condition. That is the only fair and ethical resolution.I appreciate your assistance in addressing this matter and helping to hold the dealership accountable.

  Business Response

  Date: 05/08/2025

  Thank you for taking the time to register this complaint.   In pulling the dealer file for this transaction, the complaint purchased a used 2022 Jeep Wagoneer on October 21, 2024.   Inside the file is a signed (by the complainant) copy of the CarFax history report which clearly reflects the prior read end incident (the signature is right next to a report on the damage) - which is prima facie evidence of knowledge.   There is no reporting of the damage being more than 25% of the vehicle's fair market value.  Thus, I strongly deny complainant's assertions of bad business practices and his not knowing of the incident.  Our policy is to provide a Carfax history report for all used vehicle sales.  The vehicle passed the standard NC state inspection

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23289600
  
  I am rejecting this response because: 
  

  No, that is not true. They never reviewed any of that information with me at any point. One of the representatives rushed out to catch me before I left, asking me to sign a document and claiming it was simply to confirm he had told me about damage to the runner.

  Miss ****, the representative I worked with, never informed me that the frame was bent or that the vehicle had been rotated. Had I known that, I would never have purchased it.

  Im not trying to cause problems Im simply asking them to take responsibility for selling me a vehicle they knew had far more damage than they disclosed. For example, they gave me money toward the tires and said the vehicle just needed an alignment. But that wasnt the issue the tires were worn due to the bent frame.

  They knowingly sold me a car in poor condition and misled both me and my wife, who was present and remembers the experience clearly. All I want is accountability for what they sold us.

  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 05/14/2025

  I understand your position but there were also several forms in the transaction that clearly state that used vehicles are sold "as is" and without a dealership warranty.   In **************, that shifts some of the burden to the buyer to make a complete inspection of the vehicle (or have a 3rd party inspect on your behalf) prior to finalizing.   The evidence of your signature on the Carfax report next to the accident report - when viewed by a 3rd party - imparts knowledge of the condition.  

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23289600
  
  To whom it may concern,
  
  
  I appreciate your response, but I must respectfully disagree with the position your dealership is taking.
  
  
  While I acknowledge the as is designation, North Carolina law still requires that material factssuch as frame damage or structural issuesbe disclosed clearly and accurately, especially when they significantly impact the value and safety of the vehicle. Signing paperwork does not ****** the dealerships responsibility to provide full and honest disclosure.
  
  
  At no point during the transaction was I informed that the frame was bent or that the vehicle had sustained damage beyond what was mentioned. A signature on a Carfax does not equate to informed consentespecially when the extent of the damage was downplayed or misrepresented. If I had been fully aware, I would not have moved forward with the purchase.
  
  
  I am simply asking for the dealership to take responsibility for selling a vehicle that was not represented truthfully. I would prefer to resolve this matter directly and amicably before considering further action through the ****************************************
  
  
  I look forward to your response
  
  

   

  
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:04/18/2025

  Type:Product 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 purchased a service contract at the point of sale when I purchased a pre-owned vehicle March 16, 2024, this vehicle was involved in an accident on Oct. 23 2024 and deemed a total loss by the insurance company on Nov 4th 2024 and a letter of cancellation was provided by the lienholder on Nov 7th 2024. This letter was then provided to the dealership's Finance Manager ****** ***** on the same date of Nov. 7th 2024. I was informed by the lienholder on Jan. 15th 2025 that they had not received the refund from the dealership so an additional loan payment was made, and the same happened in Feb so an another loan payment was made. I followed up 6 times via phone to the dealership between Jan 16th and March 6th for a status update and was only able to reach the finance manager, ****** ***** on my last attempt when I requested to speak to the General Manager. After the March 6th correspondence I have reached out via email 2 additional times requesting a status update to the refund. My final email advised him that I would be contacting the BBB to file a complaint if my email remained unanswered. As of today April 18th, 2025, my email is still unanswered and the refund has not been submitted to my bank.

  Business Response

  Date: 04/21/2025

  Thank you for taking the time to register this complaint out of your otherwise busy personal and work day.   I am taking your complaint to the accounting department to see if can be found and fast-tracked response and will come back to this BBB page asap with a result.  Thank you so much.  

  Customer Answer

  Date: 04/21/2025

   
  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. If I do not receive a response back from the business and receive restitution I will make a follow up complaint. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:03/11/2025

  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 2021 ****** Highlander on 01/19/25 from Westgate auto of ******* only to find out the vehicle still had a lien on it. ***** ******, one of the managers, contacted me on Friday 02/21 at 11:59 a.m. stating the previous owner had somehow obtained the title form his bank prior to vehicle payoff. Once it was time for paperwork to be submitted and have the Highlander registered to my name, they found out the vehicle still had a lien on it. ***** asked if I could bring the vehicle back and they would trade it out for another vehicle for the same price. I called ***** on Saturday and was unable to reach him. Once again on Monday and was still unable to reach him. On Wednesday 02/26, I was still unable to get a hold of ***** ** I asked to speak to another manager that could assist me. I was transferred over to an individual who offered me a 2022 Highlander with ***** more miles than the 2021 and a different color inside and out. I informed him that I was not happy with the vehicle they were offering me and wanted compensation for the inconvenience this was causing since they had already run my credit, taken my down payment, and had a ****** loan to finance the 2021 Highlander, which I have no rights over since it still has a lien holder. He stated I was getting the price of the 2021 for the 2022, which I did not want. I informed him of the unpleasant experience with the salesman who lied and said my bank was closed on Sundays therefore could not finance the vehicle with my bank. who also stated all of their vehicles came with a theft prevention tracking service which I later found out I was charged for. The finance officer said I could only get a 10%APR due to my credit which was also a lie. I told him my bank was open and offered a 7.5% and wanted to finance with my bank, only then was he able to find a lower APR. As of 03/10 nothing has been resolved and I get no answers from anyone when I call and the ** is never available .

  Business Response

  Date: 03/14/2025

  Thank you for taking the time out of your busy personal and work day to register this complaint.  The file was brought to my attention around a week or so ago and this issue has been resolved within the statutory allowable time frame to get the title transferred into complainant's name and the new lien secured.  The tag and registration were overnighted to complainant's address.   

  Customer Answer

  Date: 03/14/2025

   
  Complaint: 23046685
  
  I am rejecting this response because: it took more than a month to resolve the issue. This did not just happen 1 week ago. I bought the vehicle in January and every time I would call to speak to someone about the issue and what could be done I was passed along to someone else. As big of a car dealer this is I think anyone would expect more than the mediocre service that I received and the unprofessionalism from the sales associates. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I purchase a pre-owned vehicle from Westgate on 12/30/2024, with approximately ****** miles on the vehicle. Just over 1 month later (2/11/2025), the clutch in the car went to the floor while driving it and the car would not go into gear. *** towed the car, and we contacted the warranty company we purchased through Westgate. The *** mechanic reported that the problem was a defective part, that this was NOT normal wear and tear of the clutch. The warranty would not cover this, and I asked that Westgate share the cost with us, the total to repair the clutch was around $3500. I never got a reply.

  Business Response

  Date: 03/04/2025

  Thank you for taking the time to register this complaint.   From the complaint itself, while the mileage on the vehicle is comparably low for its age, it is an almost eight (8) year old used vehicle.  In **************, the responsibility for inspecting used vehicles shifts more to the Buyer's shoulders.    As a dealership, we purchase used cars from auctions and from other customers and run them through the required NC State inspection; and that's it.  We always suggest used car customers to personally inspect the vehicle, take it for a test drive and then consider purchasing a third party vehicle service contract and then also read through the warranty contract so they know specifically what is and what is not covered.  It is definitely different than a new car purchase transaction and manufacturer warranties and lemon law statutes; the used vehicle is a more inexpensive choice but then problems are inevitably going to arise.   So, I understand your frustration with the situation but deny the desired result.  

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 23014309
  
  I am rejecting this response because:

  I do not agree with your assessment. We purchased this car from your dealership under good faith. I realize its not either partys fault, and I wouldnt be asking if this happened a year down the road. But this car still had paper tags on it when this breakdown happened, so I think its only fair that both parties share the cost of the repairs.

  
  Sincerely,
  
  ******* *** Iii

  Business Response

  Date: 03/05/2025

  I understand but North Carolina is an "as is" state for used vehicle purchases.   This is stated on the ************************ consumer protection website.  

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23014309
  
  I am rejecting this response because:

  I would like compensation, Im only asking for half the cost which is fair. I would think a good business would feel obliged to help, again given the short amount of time since purchase. 

  
  Sincerely,
  
  ******* *** Iii

• Initial Complaint

  Date:02/25/2025

  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 brand new Jeep from Westgate Jeep earlier this month. They offer a free car wash, a car wash owned by the dealership. About 2 weeks ago, I went to the car wash and inquired, PRIOR to driving through, that my soft top car would be safe going through the wash. They assured me it was fine and so I proceeded. Needless to say, the car wash damaged the roof of the car, leaving marks from the abrasive water spouts. Immediately after exiting, I contacted the manager who acknowledged the damage. I was told someone from detailing would work on it and if they couldn't fix it, they would "give you a new car off the lot". Needless to say, for the past week now, I have called numerous times and nobody responds to my calls. I drove over there myself tonight and spoke with the manager who also acknowledged the damage but says "it's just wet" (2 weeks later) and there is nothing they can, or will do about it. This is a brand new vehicle that is now damaged. They are ignoring me and writing me off because clearly they have no interest in helping to rectify this situation. They are being unprofessional and rude frankly. I am beyond frustrated and want a formal complaint made against them.

  Business Response

  Date: 02/26/2025

  Good morning and thank you for taking the time to register this customer complaint for a potential aesthetic issue.   I didn't read anything in the complaint as to a leak or any ripping of material.   We most frequently run vehicles with soft tops through the car wash, obviously, and have not encountered this issue before so I deny the description as "abrasive".   I also spoke with one of the managers and could not confirm that he told anyone that we would offer a replacement "new vehicle".   If you are able to send pictures of possible marks - I am assuming on the top of the vehicle? - that could help with any assessment.   Thank you.  

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22985186
  
  I am rejecting this response because:

  Bill, the car wash manager directed me to Medi. Medi had me speak to ****** whoever that may be within your organization. ****** took the car to the detailer at which time ****** came back a few minutes thereafter and explained to me that the detailer told him that it is in fact, watermarks and no damage has taken place however, for multiple reasons this is quite unlikely the case, as there is a very distinct pattern on the top indicative of the high-pressure sprayers, micro, abrasions taking place at that time, ****** offered to try to have the top cleaned with a vacuum extractor for the stains he then proceeded to say, if that does not take care of the issue he would provide me with a new vehicle this is straight from Hazeems mouth with ***** present as well. I then proceeded to contact ****** over the course of the next 4 to 5 days without any response at that time I had no choice but to go back and talk to my sales manager, ******, who also agreed that there is no damage and nothing further could be done. He was going to forward my concerns onto ***** who he explained was some type of manager and that I should receive a response within one day that has also not taken place. It is very difficult to capture the micro abrasions in pictures. I dont think it will be appreciated. It needs to be seen in person. Whoever needs to look at this. Im happy to bring the car back however, I will also take this to other detailers for another opinion, as its quite obvious that the high power pressure sprayers because this car is high off, the ground are too close to the soft top and have left marks in it of which prior to entering the car wash. I asked the person at the car wash that day if the large tires and the soft top are going to be an issue and they told me no immediately driving out, I pointed out the damage to **** and he did not disagree. A response to this would be appreciated
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:02/24/2025

  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 2018 Ram Promaster 2500 van from them on 9/11/2024 and the same night I drove it home lights started coming on, so I called back the next day and told the salesman that helped me and he told me to bring it back in, and they would fix the problem so I took it back. When I got it back I never drove it until my contract was available so when my contract came available in Nov of 2024 so I proceed to drive it from Nov til Jan and the same lights came on which they were supposed to fix which I don't think they did so I called them back and let them know that those same lights came back on that they were supposed to fix so they told me to bring it in to now to tell me that I have to pay 1200 dollars for something they didn't fix. Oh I forgot to mention that I was trying to purchased a warranty from them which they kept giving me a run around telling me that it was something wrong with the paperwork and couldn't find papers so it was getting late so I got frustrated and left. At this point I would like for them to repair it, replacement it or Refund me.

  Business Response

  Date: 02/24/2025

  Thank you for taking the time out of your personal and work day to register this complaint.   As posted on the ****** consumer protection website, used vehicle purchases do not come with a dealership warranty and buyers are definitely encouraged to make their own inspections prior to purchase (or arrange a 3rd party to inspect the vehicle).   That safeguards against some potential issues, but not all.  Further, the ability to purchase an independent vehicle service contract (often times called a "warranty") is not specific to the dealership; a purchaser can acquire one on their own.  That being said, used vehicles sometimes have problems - the complaint itself notes that this is a six (6) year old vehicle.   If we helped with an issue after purchase, it was solely as a customer service issue at the time and not an ongoing pledge to repair.  And then it seems that the vehicle was driven without issues for a certain time (not knowing how it was driven or taken care of, how many miles) and that is hasn't been designated as inoperable.   Under all these factors, I would deny the complainant's request for a refund.    

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22976667
  
  I am rejecting this response because:

  I tired to purchased a warranty from the dealership and they was acting like they could find papers and he told me I would have to pay 3 thousand out of pocket when they was giving me the run around and took forever so I go frustrated and left so when they didn't give it to me yes I did purchased a warranty from ox care but this was after they was supposed to gave me the dealership warranty and fix what was wrong with the van that I purchased it
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  Thank you again - from your response, you did purchase a vehicle service contract.   We offer that type of contract, administered by a 3rd party, but it is not a requirement to do so.    The answer mentioned "supposed to" and that is not true.   Further, and as mentioned before, there is no specific dealer warranty for used vehicles and this isn't a lemon law type situation.    There is also no mention that the vehicle is inoperable.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22976667
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22976667
  
  I am rejecting this response because: 

  I willing to accept a replacement rather than a refund

  
  

  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  If you are able to consider a trade-in of the vehicle, I can connect you with the appropriate people.   Of course, this is not a guarantee of a result as there are many variables in the process.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22976667
  
  I am rejecting this response because:

  I have reread the messages and there was a warranty on that vehicle, if it wasn't one then why would I have had to pay 3 thousands out of pocket for the warranty

  
  

  
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 02/27/2025

   
  Date Sent: 2/27/2025 10:05:48 AM
  

   
  Complaint: 22976667
  
  I am rejecting this response because:

  I have reread the messages and there was a warranty on that vehicle, if it wasn't one then why would I have had to pay 3 thousands out of pocket for the warranty

  
  

  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:01/21/2025

  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.

  When I purchased the car I was told it had two key fobs. That I had to get tint and ** ****. I was also told safety recalls had been done. After purchase I requested receipts 3 times and warranty information. Only received information on the car loan. Nothing for warranty or ****** check payment. Then after getting the car within 3 hours I found mold and water in the car. The car was returned to the dealership and I was told the carpet would be replaced. They didnt replace the carpet it was cleaned. I asked if they would check for a leak and they said it didnt have a leak. The car also had a light on that I was told could be turned off.I took the car in to another because I couldnt figure out how to turn off the light. While at the other dealership I find out the light was indicating malfunctioning safety sensors, the recalls hadnt been performed, the car has a leak where water can come into the car, and the car has no tint. So they have lied multiple times, failed to provide receipts, and didnt perform a service they required me to get.

  Business Response

  Date: 01/29/2025

  thank you for taking the time to register this complaint.   As I am unsure if this is a used or new vehicle, I will assume from the facts presented that it is a used vehicle.   For a certain percentage of used vehicles, we purchase in volume from auctions (like CarMax) - a high percentage of these only have one (1) key (repossessions, etc).   Unless we specifically agreed on the "We Owe" form to memorialize it, it is not guaranteed for two (2) keys.  Our policy is to install light tinting and LoJacks on every used vehicle in the reconditioning process so I would need to see the statement from the other dealership as to no tinting.  And the LoJack is already installed for your future use, if wanted.   Further, ************** has a "no warranty" disclosure on used vehicles where the responsibility to inspect prior to purchase is shifted to the purchaser's shoulders as long as the vehicle passes the state inspection that deals with the water leak issue.  And then you should have in your loan documents a purchase agreement that breaks down every deposit and service charged - you are possibly just unfamiliar in what you are looking at but it is provided in 100% of buyer packets.   The warranty provided is a useful product for unexpected issues but you are able to cancel by calling your financial officer again and then submitting the written cancellation.  Otherwise, please forward documentation that there is no tinting.  

  Business Response

  Date: 06/10/2025

  Thank you for taking the time out of your professional and personal life to register this complaint.   I have accessed your dealer file - which in the normal course of a transaction, the customer receives the exact same copies - and I found your buyer's order, check receipt and DOWC information.   DOWC is a 3rd party vehicle service contract company and should have further mailed you information.   As to the condition of the vehicle, each customer signs several forms acknowledging that used vehicles are sold "as is" and without any specific warranty - and there is a "We Owe" form in the file that was signed stating "as is".    In addition, each inventory vehicle is provided tint and a LoJack standard.   The complainant can contact DOWC directly if they desire to cancel the vehicle service contract and obtain a pro-rated refund.   And then, a CarFax report was provided explaining the smart key shortage that ****** has encountered since 2022 - and that only one SmartKey was produced for each vehicle but they can obtain one at no charge from a local ****** dealership now.   

• Initial Complaint

  Date:01/20/2025

  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.

  This business sold my daughter a car without a title. Furthermore, the car broke down in a couple of days. The car still has dealer tags on it as well and they will not tow the car back to be repaired.

  Business Response

  Date: 01/20/2025

  I appreciate the time you took to register this complaint.   It is pretty short on information required to assess -- I could assume her last name is the same as yours - but then also, a statement for her opinion would be advisable.   The amount claimed gives me reason to believe that this is a used vehicle, that specifically does not come with a warranty in ************** - the make, model, year, mileage.   There are some customers who specifically buy a car in a certain price range as they have the experience to repair it themselves and then get a good discount.   Not trying to delay but need further information to assess.