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:08/26/2024

  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.

  Bought a used 2020 Durango SRT from them, they guaranteed and reassured me multiple time regarding multiple different concerns that every vehicle they sell goes through a safety check and if it is not safe it gets replaced. Concerns were brakes, tires, and a bunch of cosmetic issues like huge gashes on the side and mirror. Bought the car disregarding the cosmetic issues. Before we even got home noticed a weird issue with the brakes took it to a shop and they said it was at the federal legal limit and the rotors were very warped and new pads would not last a month because of this. So out $1200 reached out to CarLink since it was not safe and they said that was why they lowered the price and they were not going to do anything. We agreed on the lowered price due to the fact they put one brand new tire on the vehicle and the other 3 needed changed ($650 per tire to match what was on there) (which is not safe with the traction control and handling). I was told someone would reach out to me and have been nothing but ignored. So spent another $1300 for 4 new tires. Not a word from CarLink. They are selling scam vehicles telling people they are safe when they are not. And if you have an issue they tell you it’s not their problem because they sell used cars.

  Business Response

  Date: 07/08/2025

  Thank you for sharing your concerns. We apologize that your experience with CarLink did not meet your expectations.
  
  At the time of purchase, we provided a $1,000 discount specifically to account for the condition of the tires. Regarding the brakes, our vehicles undergo a multi-point safety inspection prior to sale to ensure they meet state safety requirements. While there is no federal legal limit on brake pad thickness, this vehicle passed its safety inspection before delivery.
  
  We understand the frustration with unexpected repairs, especially on a performance vehicle like the Durango SRT, which can have higher maintenance costs. It was never our intention to mislead you. We strive to be transparent about the used condition of each vehicle and the associated responsibilities of ownership.
  
  If you would like to discuss this further, please contact our management team directly at **************, and we will be happy to review any remaining concerns you may have.

• Initial Complaint

  Date:03/26/2024

  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.

  Bought a vehicle from them on the 28th of February. It was raining failed to inform us of the crack on the side of the windshield and also failed to inform us the car had 3 open safety recalls. Then two weeks later heard a bad noise coming from the front right side. Took the vehicle to a shop and was told the tie rod was beat up and needed to be replaced. During inspection of the car the tech checked the oil it was down 3 quarts. We put around 1300 miles since we bought it the car is burning oil and should not be down 3 quarts in such a short period of time. Clearly the cars they are selling are not being checked and are not safe.

  Business Response

  Date: 04/16/2024

  *******, Thank you for reaching out to us regarding your recent vehicle purchase. We understand your concerns and sincerely apologize for any inconvenience and frustration you have experienced.
  Our aim is always to provide full transparency, and we strive to ensure our customers are fully informed about the vehicles they purchase from us. We make every effort to inspect and disclose any known issues with our vehicles.
  Our vehicles undergo thorough inspections prior to sale, including mechanical checks and fluid level assessments. However, it's possible that unforeseen issues may arise after purchase.

  Customer Answer

  Date: 04/18/2024

  
  Complaint: 21491658
  
  I am rejecting this response because:

  The car clearly wasnt looked at prior to the sale. Or it was and the issues were ignored. The ball joint was very bad on the passenger side which is very dangerous. If it would have failed completely me and my children could have died from an accident. Safety is projected on your website and in your response but this car was not safe. The ball joint and the tie rod both needed replacement. If youre going to advertise that you over look these cars to ensure safety then why would we be replacing that almost right after we bought it? 
  
  
  
  Regards,
  
  ***********************************

  Business Response

  Date: 04/19/2024

  It's not unusual to have a clunk or noise in a 10 year old ******* with ******* miles. ** say that will lead to a catastrophic suspension failure that kills people sounds like a sales pitch from a mechanic. Your vehicle was absolutely looked at prior to sale. We have a $1,400 repair order to prove it. Your vehicle received an oil change, front brake pads and rotors, valve cover gasket and a new rear view camera. During the brake change both front wheels were removed from the vehicle and a visual inspection of the suspension would have been performed. If there was a drivability or safety concern with the ball joint or tie road it would have been a low cost and quick repair to make at that time. We would have no reason not to do it.

• Initial Complaint

  Date:02/22/2024

  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.

  In mid November, 2023 we bought a used car from CarLink of **********, **. The dealer provided a 30 day warranty. I asked if they would guaranty it would pass inspection. They said know. We drove the car 2 or 3 times. The day we took it to inspection, the "check engine" light came on. The car passed all inspection parameters, including emissions testing, but failed because of the light. I took the car to our regular mechanic whose diagnostic equipment showed a fault in the transmission solenoid. He referred us to a transmission repair shop who examined the trans. He told us that the trans needed a completer re-building. The fluid had turned to varnish, the trans was stuck in high gear, and other problems. The repairs will cost me just under $4000.oo. Due to waiting for parts, etc the car is still at the trans repair shop. We have owned it since Dec. 16th and have driven it 3 times. When I contacted Car Link about this they pointed to the 30 day warranty which had expired. More or less it was our problem to deal with. There is no way they could not have known about this problem before selling the car to us. We were told that dealers with repair shops, like CarLink could conceivably clear the error codes causing the check engine light to disappear, but it would return after the car was driven a certain distance. We believe this was what happened here. CarLink found the problem, cleared the codes and sold us the car. Then the codes triggered the warning light. This might explain why the dealer was upset that we hadn't had the car inspected right after we bought it. ( We had delayed inspection due to the Christmas craziness, bad weather, etc.) But as I said, we had put less than 150 miles on the car before having it inspected. ;The damage had to exist before we took possession.

  Business Response

  Date: 07/08/2025

  We are sorry to hear about the transmission issue you experienced with your vehicle. Please know that CarLink would never intentionally sell a vehicle with a known problem or clear codes to hide any issues. All of our vehicles undergo a multi-point inspection and diagnostic scan prior to sale to ensure they meet our standards and state inspection requirements. In this case, there were no active transmission codes or shifting issues present at the time of delivery.
  
  We include a 30-day limited powertrain warranty with our vehicles for exactly this reason to protect our customers in case an unexpected engine or transmission issue arises shortly after purchase. However, as explained at the time of sale, repairs needed after the 30-day warranty period become the responsibility of the owner.
  
  We understand that transmission repairs are costly and that this situation is frustrating, especially given the limited use you had of the vehicle. We apologize that this experience did not meet your expectations.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from a dealer and was told it was in sound operating condition and had no leaks. I took it to get inspected and it needs $2,000 in repairs to pass inspection. I contacted the dealer and was told "too bad".

  Business Response

  Date: 11/04/2023

  *******, We appreciate your feedback regarding your recent car purchase from CarLink. After reviewing your complaint, we'd like to clarify the situation: The vehicle you purchased is covered by a 30 day powertrain warranty. If there is a powertrain issue with the vehicle, please contact our service department at ************ to schedule a service appointment. We do not guarantee *********** inspection. Most repair shops will typically identify various service or repair recommendations during state inspections, especially for older vehicles. Repair recommendations made during a state inspection at a independent repair shop are subject to their judgement and guidelines. If you have any questions or need further assistance, please don't hesitate to reach out to us.

  Customer Answer

  Date: 11/14/2023

  
  Complaint: 20776806
  
  I am rejecting this response because:

  The dealership made the following statements:

  1. Per the Car Link website:  "Our CarLink *********************** are rigorously inspected". If the vehicle was rigorously inspected, the defects would have been know to the dealer, in which case I was directly lied to about the car's mechanical condition and odors.

  2. I repeatedly asked if there was any smoke or odd odors, to which the response was "no". Despite my continued cleaning of the car, the smoke odor remains and can be very easily confirmed by anyone who smells it.

  3. I was informed by the salesman that the car originated and was serviced regularly at a nearby dealer where his wife worked (or works) and that they are reputable for keeping cars in good mechanical condition. Again, I was misled.

  4. I specifically asked the salesman about any fluid leaks or "wet spots" during the video inspection, which his response was "no", however, there was clearly an oil leak confirmed by 2 different mechanics in *****. 

  5. My complaint has to do with misrepresentation of the car's mechanical condition and odors.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 07/08/2025

  Thank you for forwarding Mr. ****** additional comments.
  CarLink inspects all vehicles prior to sale; however, the inspection process does not guarantee that an older, used vehicle will be free from all maintenance needs. The vehicle in question is a 10-year-old *****, and recommended repairs can vary depending on the inspection standards and practices of different independent repair facilities, particularly during state inspections. We maintain that there was no intent to misrepresent the condition of this vehicle. It was sold with a 30-day powertrain warranty. CarLink does not guarantee Maine state inspection, and we cannot be responsible for independent repair shops that recommend repairs as part of their inspection process.

• Initial Complaint

  Date:12/23/2022

  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.

  On 12/22/2022 I purchased a 2011 Infiniti M37x. On 12/23/2022 I took the vehicle to a certified dealer and discovered both rear wheel bearings have to be replaced, front/rear brakes and rotors have to be replaced, drive belt has to be replaced, exhaust clamp has to be replaced, tail light unit and several bulbs has to be replaced, two of the four tires need to be replaced. After reaching out and speaking with the Sales Manager, he refused to authorize ANY repairs. The vehicle will not pass a ** inspection without the repairs.I've attached a link from the Inspecting Dealership detailing the issues ******************************************************************************************************

  Business Response

  Date: 07/08/2025

  The 2011 Infiniti M37 you purchased had over ******* miles and was sold at a significantly reduced market price, reflecting its age and mileage. As explained at the time of sale, it included a 30-day limited powertrain warranty covering the engine and transmission only. Unfortunately, wear items such as brakes, rotors, tires, belts, bulbs, and wheel bearings are not covered under this type of warranty and are the buyers responsibility, especially on a high-mileage used vehicle.
  If you have further questions about your warranty coverage or would like to discuss your concerns in more detail, please contact our management team at **************.