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:07/10/2023

  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 first bought a car from them October 26th,2022. 6 months after I bought the car they gave me a call saying that it was meant to be a salvage title. They initially tried putting the blame on me saying that I could dispute it with carfax myself because it was their fault and not the dealership's responsibility. About a week later they emailed me with three options to fix the problem. A check for the car (diminishing the value from the miles I added), a diminished value check or a an equal trade in. My bank doesn't accept salvage title loans so my only option was to trade it in. I then traded it in for a 2015 ************ in April. I left for about a month for annual training (without the car) and then got home for about 4 weeks before moving up to ****. On the way up to ****, (June 11th, 2023) the car wouldn't accelerate anymore and began clicking when I pressed the gas. We pulled over and my Uncle removed the radiation cap (it was hissing) and fluid and smoke went everywhere after removing it. He added some water into the radiator container and we waited for the car to not be overheated ( we thought that's all that happened). We began trying to drive again and the check engine light turned on. It stopped accelerating completely and was clicking without me having to press the gas. It had to be towed. Since then my mechanic has told me that I needed a whole new engine and that the catalytic converter is broken and that there was an O2 extender put in the car which basically hides that the catalytic converter is broken. Which is illegal in the ***************, as it would not pass the emissions test. I tried calling them because there's no reason I should be having these issues 2months into owning the car and ******* (the man who sold me BOTH cars) basically told me that they will not do anything to fix it and that it wasn't their fault and they will not take responsibility for the lemon of a car that THEY sold me. I even tried emailing them regarding the situation.

  Business Response

  Date: 07/11/2023

  In 2022, ******* had purchased a 2012 ***** sedan, through third party financing with Navy Federal, declared by Carfax.com to be a clean title vehicle despite the vehicle being stolen back in 2015 and an insurance claim being paid out. As the dealer, we were in physical possession of a clean title from ************ DMV dated after the insurance incident. We were also in possession of documentation from Manheim auctions confirming the vehicle merited a clean title. Upon sending the title out to the Nevada DMV for the creation of a new one in *******'s name after the sale was completed, the Nevada DMV disagreed with the assessment despite ************ clean title status and demanded we process a "salvaged" title for the vehicle. Navy Federal was in a position of no recourse seeing as how the deal had already been funded after their own due diligence. For the unaware, outside financing institutions perform their own due diligence prior to funding a loan for this very situation and as a result, Navy Federal had also seen the vehicle reported as clean title status and approved the loan. Navy Federal's guidelines specify they won't fund a deal for a salvage/rebuilt title vehicle, but they also had no standing to rescind the deal if the vehicle was processed as salvage/rebuilt after the fact. That being said, we offered ******* options on how to rectify the situation through one of the following options: keep the car and be paid a 30% vehicle value settlement to adjust for the lost resale value, return the car and receive a refund minus a small mileage adjustment for the miles put on the car after the point of sale, go through Carfax's Buyback Guarantee for a full refund, or trade the car in for a similarly priced vehicle. She chose the latter option and we assisted her and Navy Federal in performing a collateral swap. This collateral swap was for the 2015 Jeep Patriot.
  
  Attached to this response, you'll find the Buyer's Guide that ******* signed upon purchasing the Jeep Patriot. This notice clearly establishes that ******* has the option to have a vehicle checked out by a certified mechanic either on or offsite prior to purchasing. It also reiterates that there is no expressed warranty through the dealership themselves and the back suggests the customer inspect areas with commonly found defects in used vehicles, while also listing them. ******* had opted not to have the vehicle inspected by a professional and based her decision off a test drive in which the vehicle showed no sign of defects. She was given a courtesy warranty through a 3rd party company, ************************, and it was paid for by Simple Auto Sales. This is done for all customers. This protects buyers from unforeseen expenditure in repairing a vehicle's engine or transmission for 90 days/5000 miles post purchase. Our records indicate that, yes, ******* had encountered problems and had the vehicle towed to a shop for repair. It is unknown if she used the roadside assistance option established in her warranty contract for a free tow service, but it is known that her warranty coverage approved the needed repairs to her vehicle.
  
  We cannot comment on her claim about an o2 extender as it is still uncertain on whether this part was actually found by her mechanic. If it was, there is no confirmation on whether that part was in the vehicle at the time of purchase. This vehicle was not in any need of a catalytic converter repair as established in the inspection form ******* submitted in her initial claim. Furthermore, there is a passing smog on file with the Nevada DMV processed at a licensed smog shop without any indication of foul play. For the reasons outlined in this response, Simple Auto Sales will not be processing a refund on this purchase

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20287789
  
  I am rejecting this response because:
  Their mechanics did a check on the vehicle before purchasing. I have proof from my mechanic that there was an extra part in the car that helped it to illegally pass the emissions test. Im not a mechanic. That was not put in by me. My issue is not that they provided a 3rd party warranty. My issue is that I needed a new engine and almost 3000$ worth of repairs not including the engine 2 months into owning the car. The warranty covered A PORTION of what the repairs on that car cost. Imagine taking advantage of a 21 year old girl in the military. Im in **** for nursing school and havent been able to start because of the issues with this vehicle, and the dealership has chosen not to take accountability or help fix any of these issues. I will be taking legal action. 
  Sincerely,
  
  **************************

  Business Response

  Date: 07/13/2023

  Our reconditioning process addresses the mandatory vehicle inspection required by the Nevada DMV on used vehicles with over ****** miles. This mandate requires visual inspection of the vehicle's engine and drivetrain, in addition to a drive test inspection for audible defects in the engine, transmission, and differential. While we strive to provide vehicles in the best condition possible, we cannot predict what issues a vehicle will face in the near, nor long term, future. A pre-purchase inspection, ordered by the consumer, is common practice when buying a used vehicle to offer a deeper look into a vehicle's current condition to make the best decision for oneself. To her point about the warranty company only covering a portion of the cost of the repair, PWI's terms and conditions address the fact that they will cover what is considered fair market cost for any covered repair and up to $90 an hour in labor rates; if her mechanic chooses to charge above a fair market rate for the repairs, that is her decision when choosing a mechanic. Her warranty allows her to choose to deal with any licensed shop of her choosing and she's free to shop her quote around to another shop who may be willing to cut a better deal while charging a lower rate to help cut costs. While we understand *******'s frustration with the outcome of our decision, we make every decision within the confines of ****** law pertaining to used vehicle sales and implement strict policy in which we dictate how customers are assisted after the point of sale. We do not discriminate, nor alter, our policy to better help or trouble any of our customers regardless of age, ***, race, or occupation.

• Initial Complaint

  Date:06/09/2023

  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 will like to put in a complaint regarding this auto sale. I paid off my car last month May 5 2023 ******* advised where would you like the title to be sent to when I paid him my last payment I stated to the office there since the mail has been broken into he said fine I will add that to the file. I asked for the spare key was given the run around for an almost a month stating that they had to look for the key. I got a text on the 5/28 and was told to go pick up the key spoke to ******* and was advised the title was released and will arrive at the office called again and spoke to ******** and she went off on me saying I never told them to send the title there that it was send to the address on file when I explained again she was upset changed her tone and everything. Called the owner ****** and he told him the lack of communication in the office and he is telling everything all over again that there is nothing he can do when the title is sent out again o take it up to the dmv. The lack of professionalism in the office is unbelievable they are all related mother son and father and dont see how they messed up sooo bad its and still try to find a way to put things in a nicer way when Ive been given the run around for the passed month and a half Ive called and asked dealer around ***** and Ive being told thats illegal!!!

  Business Response

  Date: 06/23/2023

  ****'s first concern was that of a spare key to the vehicle she financed. At the original time of purchase, she was made aware of a second key that would be given once she had paid off the car. For security reasons, completed sales files and spare keys are not kept at the office after the point of sale. Once she had paid off her vehicle, a request was issued to retrieve the spare key and she was contacted to come pick it up in person. She picked up the key two weeks after her final payment.

  As far as title delivery goes, it is the customer's responsibility to update the dealership whenever there is a change of address. Page 3 of her purchase contract makes it clear that the address on file is to be considered where the collateral is kept and she neglected to have a secondary mailing address added to her file. Once she moved from her address on Kolendo, she had not updated her address with management and so her title was sent to the address on file. Titles, like sale files and spare keys, are a security risk to keep on site. If her concerns are about the risk of having her mail stolen, she could have explored the option of securing a PO Box at her local post office and given instruction to management to mail it there.

  Simple Auto Sales categorically denies any wrongdoing in this matter.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20163546
  
  I am rejecting this response because:

   

  I was told by the employee there that since you still have to wait for your key it makes more sense to have the title come to the office since your going to come back and pick up the spare key when we find it I agreed once I spoke to ******** she had an attitude and advised that she was the only one to release the titles and it was mailed out to the address on file when the agreement was sent 2 weeks prior and was told he will add notes to my account!!! 
  

  this makes no sense the lack of communication amounts the staff is unbelievable
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/27/2023

  The customer's initial concern was that she demanded the title be sent to our office for pickup, however her latest message reads that it was our employee's idea to have it sent to our office for pick **. In either situation, we only send titles to the customer's address on file and it is the customer's responsibility to update that address on our end after the time of their relocation in order to provide the best, and most efficient, service.

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20163546
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/11/2022

  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.

  I purchased car in April immediately after leaving the lot engine light comes on I reached out to simple auto sales they put it in the shop called Vegas performance to get oil filter fixed a couple weeks go by the check engine light comes on again I reached out to car lot then I took it to auto zone the same code pops up I took to car lot they turned me away because engine light cut off shortly after I drove to California car over heated I've only had the car for a short amount of time I reached out and I told the car lot the situation and how I should not be having these problems they told me they will give me credit on my car note if I got repaired but then told me I needed to ship my car back to Nevada now they are trying to charge me 830 dollars for the notes that I missed which they were suppose to give me credit for my car being broken down
  

  Business Response

  Date: 09/17/2022

  Business Response /* (1000, 9, 2022/08/30) */
  This customer purchased a vehicle on 4/12/22. She contacted her sales rep later that day about a check engine light and she was instructed to pull codes at ********* She was then asked to bring the vehicle in for a second look. The check engine light had turned itself off by then, but she was reassured that if the light had turned back on, she could take the vehicle to a shop we work with and the repair would be paid for. This repair was needed and done 4/15/22 at no cost to her.
  
  Two months later, on 6/20/22, she informs us that she is in California and the vehicle has overheated. She pulled into an ******** and has the codes pulled. She takes it to a local mechanic shop and is told the oil filter housing may need to be replaced. We looked up the repair costs for this repair and determined that a fair cost is $630. We offer to credit half of that ($315) to her payments to help ease the financial burden with the only conditions being that she has it repaired immediately and that she brings the vehicle in once back in town for an inspection and that she would need to produce the paid invoice.
  
  She then takes it to another mechanic for a second opinion and this mechanic claims the issue is her head gaskets. She is at a loss for options We offer to have the vehicle inspected at our cost if she can have the vehicle towed back into town. She has the vehicle brought in a few weeks later and an inspection revealed that the oil filter housing is probably the cause of the issue, and the mechanics suggest having that repaired first. They determined a small chance of the head gaskets needing to be repaired if the oil filter housing does not solve the issue. As a gesture of goodwill, we paid for the entire cost of the oil filter housing replacement (a value of $715, $400 more than the payment credit value that was offered at first). She agreed to handle the head gasket work if it turned out she needed it. She went into this arrangement knowing full well there was a chance she wouldn't need to put another penny into the repairs, but there would also be a slight risk of handling repairs herself.
  
  Unfortunately, the vehicle needed further work on the head gaskets and she had accumulated two past due monthly payments. When she was reminded of her payments two weeks after the oil filter housing, she argued that we should have applied the credit offered to her in California despite the fact that she did not cover that repair, as per terms of the initial agreement, and she ended up saving more than anticipated by virtue of us handling the oil filter housing repair.
  
  In, yet another, act of goodwill we had offered to push one of her monthly payments to the end of her payment schedule so that she would only be behind one payment as opposed to two on the condition she pay one month. In total, she was one day away from being three months late on her payments. She is now only behind two payments as the third payment was pushed back and that is why she claims we are charging her $830. Had we not made this arrangement, she would have been behind $1200.