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:03/12/2024

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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 got a 2013 **** ****** off Vive, they called me not even two weeks later of my trading in my old car and putting the down payment down, and told me they couldn’t verify my income after signing everything. They told me they were going to come take it (even tho I signed papers and drove it off the lot). I then took it back up there and they gave me a 2011 ****e ******* with an incredible amount of problems. My issue is, is that they put a repo on my record and they didn’t have the means to even repo it. They ruined my credit with this.

• Initial Complaint

  Date:11/13/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 2013 **** Explorer from Vive Auto on Sept. 11, 2023. I was told that the vehicle had an exhaust leak and that they would fix it before I purchased the vehicle. Ten minutes later they changed their tune when I couldn't put down the full 2k they wanted as a down payment (I put down $1,800). They told me that they wouldn't fix the problem but it would be covered under my warranty where they would cover half the cost of repairs and I would cover the other half. They told me that it would be a $700 job total, so I would only have to cover $350 of it. I tried to get a hold of them approximately 3 weeks later after receiving my Memorandum Title because they misspelled my name and because they added both my boyfriend and I as owners of the car and I wanted to see if they could remove him from the title so I could put plates on it because he has a block on his license and so we could schedule a time to get the repairs done. I literally couldn't get a hold of anyone, literally anyone at all. I drove past the place where I purchased my Explorer from and there were no cars there anymore. My boyfriend's stepdad used to own a used car dealership and he reached out to a few of his friends in the car dealership world only to find out that Vive lost their floor plan (which is pretty serious in the car dealership world). I tried every phone number I could find for Vive with no avail and even found the person who sold me my Explorer on Facebook to see if he could give me some information about how to contact anyone at Vive and he wouldn't even read the message. The check engine light came on around this time as well and we took it to Auto Zone to get hooked up to their computer reader only to find out that the intake manifold gasket and fuel injector were both bad. I took the vehicle to a dealership and the exhaust leak was worse than Vive let on, I need a new catalytic converter and exhaust because of where the leak is located. I just want to give this thing back. ??

• Initial Complaint

  Date:10/16/2023

  Type:Product Issues
  Status:

  UnpursuableMore 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 North Canton Vive manager wrote us a check for $537 (half our deposit) after they sold us a faulty car but the check was bad and was denied by the bank. We have been calling every number possible but none can connect us to a representative and the two nearest locations are permanently closed.

• Initial Complaint

  Date:10/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Was sold a car that was not serviced prior to sell they knew it had overheating issues they thought it was thermostat or heater core but ultimately was found to be blown head gasket car was towed back now twice at my expense and I have now been informed that they can't even fix it because they are closed

• Initial Complaint

  Date:10/05/2023

  Type:Sales and Advertising Issues
  Status:

  UnpursuableMore 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.

  Financing Manager named Dominic at Vive Auto had promised a refund for a tow we had to get because of our engine failing in the car 29 days after owning the car. I would also like for them to correct the mileage mistake they put on the paper work for the car.

• Initial Complaint

  Date:10/05/2023

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  We have been trying to reach Vive Auto Sales for almost a week now. We purchased a truck through them and due to a technicality with the lender they placed us with, the dealership repossessed the truck on 9/26. We have seen only been able to speak with them one time about what needed to be done to obtain the truck back in our possession and have received no return calls as promised, we can no longer call them because their automated system says "You have made an Invalid selection". Time is of the essence to get this resolved before we lose the truck and all of our belongings and we have made the payments current - there is no reason to be ignored. We feel that we are just being scammed for our money at this point. We would like for their management to contact us IMMEDIATELY to get this resolved so that we can have the truck back. We have provided all documentation that their finance gentleman asked for and now we have not been able to reach them.

• Initial Complaint

  Date:08/30/2023

  Type:Sales and Advertising 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.

  This has so many issues that it wouldn’t start 4wd drive goes then the car won’t move anti lock brakes don’t work traction control doesn’t work a/c doesn’t work dashboard gets extremely hot and smells heater doesn’t work properly exhaust they supposedly fixed is getting loud again has a bad tire that I said something about when I test drove it less than a mile and not sure if ball joint is fixed no front end alignment done and their fix instead of doing it the right way for the drivers passenger door instead of using the proper pins they used machining screws. My test drive was a drive less of a mile to get their down payment because they don’t like checks and then to the gas station. I want a better car or they let me take this to my mechanic and pay in full on their dime to have everything fix and give me a loaner car while it’s being fixed. This car was never inspected or even cleaned before they sold it to me.

  Business Response

  Date: 09/11/2023

  Good morning *****,

  We understand the issues that you are having with the vehicle and we currently do have it in our service department since this complaint has been made. We are working to solve this issue now to help get the vehicle road safe again for you. 

  We apologize for this inconvenience and are are working diligently to get this solved right away.

  Customer Answer

  Date: 09/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  ***** ******

• Initial Complaint

  Date:08/16/2023

  Type:Sales and Advertising 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.

  My wife and I purchased a 2012 F-150 as-is with a 30 day Unlimited Mile “everything” 50/50 Warranty for almost $17k from Vive Auto Sales on July 22, 2023.
  
  There were no details about the truck posted like a dealership usually has in the windows. We took the truck for a test drive and decided to purchase it.
  
  Later, when we arrived home after the excitement had worn off, we realized that the mileage on all the paperwork was incorrect. The paperwork showed that the truck had OVER 137,000 miles on it but when I drove the truck off the lot, it only had 124,820 miles on it.
  
  I didn’t get to review any of the paperwork I was signing to catch this then either as the entire process was extremely rushed. So when I contacted my salesman at Vive & explained what happened and asked this to be resolved, we had to send 5 emails just to get a response from him and then he advised us to come to the dealership to fix it.
  
  We had an emergency and didn’t make it the Saturday we agreed upon. I email the salesman and advised of this plus we have since found out that the truck has no air conditioning and we have 3 disabled children so driving two hours one way is not feasible with them.
  
  I have been emailing for over a week and a half now trying to get the papers emailed to me so that I can print them, sign them and email them back so that my paperwork and memorandum title can be corrected and I can’t even get a response from the salesman.
  
  This needs fixed before my temp tag expires on 9/5/23 or my village will ticket me for expired plates sitting on the street. Which will be my responsibility to pay, not the dealership!
  
  Their customer service after the sale has been terrible. We just want this fixed so it doesn’t affect us in the future in any way!

  Business Response

  Date: 08/16/2023

  Ray ****

  Good evening Ray, we do apologize for any miscommunication from our team on this situation. We have looked further into this for you and all of our records indicate that the truck was sold with 137,090 miles. This is congruent with the Auto Check, previous Title work, and the Mileage that the auction had listed at the time of the sale when we obtained the truck. We have no explanation for the 124,820 miles that you are currently seeing on your odometer, as everything up to when the vehicle was purchased by you and your wife shows that the truck in question had 137k miles on it. 

  Based on all of our records the paperwork and memorandum title that you received is correct with the truck that you bought on 7/22/23. You will need to use that memorandum title to get your plates before they expire to avoid any fees from your village. We do apologize for any inconvenience in our teams communication during this process and wish we could have sped it up for you, this is something that we are working to make better everyday. 

  We can help you get your A/C repaired as soon as possible as we understand how important that is with children in the vehicle. We do cover A/C repair under our 50/50 warranty. As stated in the paperwork, any work must be done at our service department in New Philadelphia to qualify for the 50/50 warranty. We would be more than happy to schedule the truck to come in as soon as possible to get this taken care of for you. 

  Customer Answer

  Date: 08/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  

  Better Business Bureau:

  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  
  

  Regards,

  
  

  Ray ***

• Initial Complaint

  Date:05/12/2023

  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.

  Bought the car from vive auto about a month into having the car I started noticing some major problems such as high oil consumption, smoking out of the exhaust, knocking and clicking noises from the engine area and when warm weather came around I realized the AC does not work. I contact vive auto about the problems they looked at the car told me nothing was wrong with it and I went to a shop vive auto recommended they told me nothing is wrong with the car charged me money to tell me there’s nothing they can do vive auto gave the the car back with sensors unplugged and conveniently tucked away where It wouldn’t be seen. After confronting vive auto about all of this I was told there’s nothing they can do and basically I need to leave them alone. So I contact the warranty number and they tell me that since I drove the car without getting it fixed my warranty is voided after I tried to explain to them I’ve been trying to get this fixed for months and have gotten nowhere. I have screenshots of messages and pictures of where they unplugged and hid sensors I have videos of the noises the car makes and I have screenshots of all the messages between me and the vive auto group. I am not the first person to have problems like this with vive auto and I’m surely not the last to have problems with vive auto. I’m a hard working man and I’m fed up with the run around and games with these people all I want is for my car to be fixed.

  Business Response

  Date: 05/19/2023

  We would like to begin by expressing our sincere apologies for any inconvenience or frustration you have experienced with your vehicle since your purchase from Vive Auto Sales. After receiving your complaint through the Better Business Bureau, we conducted a thorough investigation into the matter. Our records indicate that you purchased the vehicle approximately eight months ago (9/24/2022), and since then, you have encountered issues that you believe should be repaired at no cost to you. Upon reviewing your case, we have found no evidence of any significant mechanical or functional issues with the vehicle. Additionally, our service department conducted a comprehensive inspection, and they too did not identify any notable repairs that needed to be made.

  We would like to extend our 50/50 warranty to you to assist you in resolving any future problems that may arise. This 50/50 dealer warranty will extend to June 30th 2023. Please bring the vehicle in and talk with Karl to resolve these issues immediately. 
  

  Our 50/50 warranty covers all parts and labor costs for any repairs that you deem necessary for your vehicle. Under this warranty, we will share the expenses equally, ensuring that you receive fair assistance for any legitimate issues you may encounter. We genuinely hope that this solution will address your needs and provide you with a satisfactory resolution.

  Sincerely,
  Vive Auto Sales

• Initial Complaint

  Date:04/28/2023

  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 jeep in late February 2023. The first night my husband opened the sun roof and went to close it and it wouldn't close. So I drove it up to vive and the workers were all drinking in the garage. Asked them to help get it closed due to going to rain the following day and they argued at first saying my jeep had no sun roof. The sun roof still is not fixed or working in anyway. Also they sold the vehicle with dry rotted tires and tires that were alrway at the warning bars on them. I took it to elite tire and they even called and told them the tires should have been replaced before I purchased my jeep and the company said no were no paying for them. So I ordered tires and almost $600 dollars later my jeep will have new tires Monday that I ordered from another dealership that I have my other car loan through.

  Business Response

  Date: 05/03/2023

  We appreciate that you brought this issue to our attention, Stephanie. We are glad we had the opportunity to talk with you and find a resolution to your concerns. We honored our 50/50 warranty and you were able to replace the tires on your vehicle! Thank you again for letting us work this out!