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:01/10/2024

  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.

  Last spring, I purchased a vehicle from Carena Motors in Twinsburg, Ohio. Initially, everything started out great. I decided to purchase my vehicle from Carena mainly because of the great Google reviews. I was 20 years old at the time, and this was my first vehicle that I purchased on my own. In October 2023, I returned to the dealership to inquire about interior repairs to the driver's side door that I wanted repaired. The employee told me that I would need to leave the vehicle in their possession. A few days later, I received a call informing me that my vehicle was ready. When I arrived to pick up the vehicle, I was told that the cost of repair was $425. Against my better judgement, I paid the $425 even though the repair job was done terribly. I discussed my concerns with my parents, and we attempted to contact Carena Motors on several occasions to dispute the cost of service and to address the poor quality of work. We never received a return call. Each time we called, we were told that the manager was at lunch or not in the office. Not to mention, I didn't receive a verbal or written estimate prior to the repair. If I had received an estimate, I would have declined the repairs. Out of frustration of Carena failing to return our calls, I disputed the transcription with my bank. Initially, I was given a provisional credit while the bank investigated the transaction. Ultimately, my bank sided with Carena stating that it was an authorized repair. We finally spoke with the owner of Carena who denies that we ever attempted to reach out to them regarding my dissatisfaction. I have attached proof of at least two phone calls (please refer to the Twinsburg number beginning with 330-425). Also, I have attached proof of the repairs that cost over $400. I am seeking a partial refund. I believe that I was taken advantage of due to my age. I would have never disputed the transaction with my bank if they had returned our phone calls. The owner **** has refrained from responding to our emails and refusing to provide me with a partial refund for the poor quality of work.

  Business Response

  Date: 01/16/2024

  After speaking with my staff , oddly not one of them recalls taking a message for a manager to call back. We follow a very strict process here for any incoming calls so I find it odd that you, your husband and your son all made multiple attempts each to reach or receive a call back from management. I am very sorry if my team failed us both.  

  I see you are not happy with the work although my technician clearly explained that the work will not be perfect unless we ordered all new panels and that would have been a very costly repair. Instead, ***** agreed to the less expensive fix and we arraigned a time that would work for his schedule to drop it off and leave it for a few days. I do know that  ***** stopped a few times needing more than just a helping hand with some issues he had . My staff always made sure he was taken care of, got him squeezed each time he had stopped in unannounced and unbeknownst to me, he was never previously charged for any of that work. So I think we can agree "taken advantage of" is a bit strong.

  ***** had ample amount of time to stop in and discuss his issue anytime from 10/31/2023 (day of pick up) to 11/16/2023 (day of chargeback) and I would have been willing to work with him on the cost ,gave him payment options or at minimal, listened to him and agreed to disagree. Instead he chose the worst possible option, to chargeback.  I also see you included the after pictures although there are no pictures of the before.

  If my memory serves me right, the same team you feel took advantage ,is the same team you entrusted to guide your son through the entire purchase process solely. 

  After reviewing your call log history and the credit card receipt, looks like those calls were from before the vehicle was picked up? Your calls were at 2 & 4 and Credit Card was ran at 5:15 . That explains why my call log doesn't show any incoming calls because I had looked at the date and time after vehicle was picked up. See attached. All are timestamped 

• Initial Complaint

  Date:11/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/02/23, I purchased a car from carena motor, CO. The original price was 17,999, I was approved for a loan for the car, I put 4500 dollars down, I found out the finance company sent them a check for 18,375.92, I asked for my money back that I put down I was told my money went on a warranty and federal taxes and gap insurance, I informed them I don't need all that I have full coverage, a week after getting the car I had to put breaks all around front rotors and calibers the back need the Sam things but I ran out of money, I haven't had this car for 30 days the front censor comes on every time I stop, the check engine light is on. It putts like it's going cut off.