ComplaintsforCars To Go Inc

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We first learned about a 2015 **** Focus for sale at Cars To Go on Friday September 1st. We were excited to see the car as it had just ****** miles and was reasonably priced. Unfortunately the car was at the Cars To Go mechanic being looked at, so was unavailable for purchase. We put down a $500 deposit to hold the car and committed to returning the following weekend. We returned on Friday September 8th, was assured the car had a clean bill of health and purchased the vehicle. On Sunday September 10th we drove it home to *******. Upon returning home we noticed what felt to be an issue with the transmission. We notified Cars To Go on Monday September 11th that we were having the car looked at.The **** dealership completed their evaluation of the car of 9/15, informing us that the car required a new clutch, which is buried in the transmission, and would cost ~$4,000 to fix. We immediately called Cars To Go to request that they take the car back and refund our money. We were told we would have to take it up with the Finance Manager, *****. I called for ***** on a daily basis for the next 3 days, finally getting him on the phone on Monday the 18th. ***** informed me he would have to work with his owner on a remedy. After a week of follow up phone calls, not to be returned, we were finally able to catch ***** again who informed us that they give us $1,500 for the $4,000 fix but would not take the car back. I asked him to go back and ask for $3,000 or we would be forced to escalate. Upon following up via email and phone call I finally received an email back today, 10/2, 3 weeks later, stating that they have found that the car is within industry standards.

  Business response

  10/03/2023

  ***** :Complaint response

  Cars To Go inc. has performed due diligence regarding Mr. ******************* style="font-size: 0.875rem;"> concern. This will be a condensed version. Cars To ****** purchased said vehicle on 8/31/2023.From that point vehicle went through standard recondition process. Basic industry safety inspection.No major concerns found.No check engine light,No warning lights, Vehicle went to detail facility. Vehicle was sold on 9/8/2023.Cars To Go manager informed owner at later date of concern and owner was was under impression **** factory authorized trained technicians that are highly trained by **** found transmission to be faulty.(NOT ACCURATE).Cars To Go inc. due to logistics offered ************** 1500.00 as a ***************** as per research customer concern potential issue can be repaired by independent transmission facility for much less than **** Dealer. Upon owner reviewing information sent. The document was an edited version of the actual invoice from **** Dealership that did not provide any customer or vehicle information as is standard. It actually just stated language provided on internet as a possible repair solution .Cars To Go owner then requested manager to have customer provide actual invoice normally received. A few days later that document was received. Cars To Go Inc. Owner reviewed inspection invoice from **** Dealership were vehicle was road tested by trained **** technician and technician was unable to duplicate issue. Upon further reading a second **** factory trained technician performed a second even more in depth road test involving multiple driving condition scenarios. This second **** factory trained technician again was unable to duplicate any issues. Diagnostics testing reflected no issues. No codes. No warning lights present. With this invoice information from two separate **** factory trained technicians not received by Cars To Go inc in first email and conversing with a separate local **** service department as well as no indicators prior to sale or on purchaser test drive. A determination was made that vehicle is performing within industry standards  and considers matter addressed to best of our ability.          Cars To Go inc is happy to provide the separate documents sent by customer. Document A edited invoice and document B complete invoice received per Cars To Go inc request with the **** factory technicians findings and all customer and vehicle information.  

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car for around 12 grand and was told the car was in excellent condition.Three days later, the cars engine failed and when we went to them, they told us they couldnt help us so we went to the car manufacturer which was ******* and they fixed the engine free of charge however they notified us that the car had many tampered parts including areas with duct tape. The car also has issues such as clicking noises from the dash that were not addressed when we first bought it

  Business response

  08/10/2023

  My understanding and information gathered is customer negotiated a substantial discount and took vehicle for inspection prior to signing paper work.No extended service contract was purchased.My understanding is a call was taken and caller said car was doing something but had not had any diagnoses performed.Our dealership does not have a repair facility on site.We send all repairs out to independent certified repair facilities.We have no way of knowing what happens or how a vehicle is driven after leaving dealership.All vehicles are sold as is with option to purchase an extended service contract. I believe customer was told they would need to take somewhere for diagnoses.It sounds like work was covered through ******* at no charge.Thank you  

   

  Customer response

  08/13/2023

   
  Complaint: 20443809
  
  I am rejecting this response because: although action was taken about the engine by ******* at no cost, during pickup after repairs, they told us that the car has been heavily tampered with on the inside of it which were not presented to us during the sale of the car and it cant possibly be unknown by the business due to the severity of it.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am an Instacarter and rely on a vehicle to work. This is my full time job. I explained that to the sales person in advance.I purchased a $15,000 vehicle on 6/9/2023. By 6/27/2023 the check engine light was on. I took the car straight to them. ******** said it was the spark plugs and oil change. Car was returned to me 7/3/2023 check engine light off. By 7/8/2023 the check engine light was back on. I parked the car and took it back in. After 4 days I was told to make an appointment at the dealership. I made the appt 7/13/2023. Employee was 2 hrs late to drop car off. The car was dropped at the dealership and I was told its no longer their issue because its pass 30 days. However, the car had been with them 8 of the 30 days unable to be driven.I received no information about what the issue was. I was told the dealership would call me. They did not. I asked for a loaner car and received a vehicle with no gas and no ability to charge my phone. The employee said the permit was for 10 days. I panicked and asked if it would take that long to fix. I was told he was unsure but thats how long the permit lasts. I got in contact with the dealership on 7/17/2023 and was told they let Cars to Go know on 7/13 it would be weeks before my car would be looked at. Not even fixed.So at this point with no date in sight of when my vehicle will be fixed. I will be paying a car note on a vehicle I cannot drive. In a couple of weeks I will have only driven the car for 20 days out of 60 days. This is unbelievable to me. I feel helpless in this situation and will be discussing my options with legal aide. I missed wages and have suffered severe stress.

  Business response

  07/19/2023

   Cars To Go inc. has and is trying our best to help in this situation.Unfortunatly these situations arise in this industry with mechanical issues in vehicles. For twenty years Cars To Go has gone above used car industry standards in these situations. Upon first notice of the customer concern after the sale was final and customer drove vehicle for several weeks ********************** agreed to have vehicle inspected by a independent certified repair facility. Work was performed as diagnosed by repair facility and Cars To Go paid the invoice. Upon second notification from customer ********************** again agreed to have vehicle diagnosed to see if previous repair had failed. Upon diagnoses repair facility suggested vehicle be taken to a ******* dealer ****************** as there was some technical bulletins for this new separate issue. The actual legal owner of vehicle is required to facilitate this process as Cars To Go is not the owner. I called and had a cordial conversation and asked customer to facilitate the appointment with *************** and let me or another manager know when vehicle could be dropped off and that Cars To Go employee would help by delivering vehicle to ******* Dealership. I did not receive a call back that day before leaving. The following day 2 employees delivered vehicle to agreed upon *******  ****************** however service writer informed our employee vehicle could be dropped off but there ****************** is booked 2 weeks out and they normally inform person calling in appointment of that. Cars To Go did not make call so that is here say. Although Cars To Go inc understands the frustration customer is experiencing. We have no control over what happened or could be the issue or scheduling. Once again trying to be part of the solution Cars To Go offered and gave a loaner vehicle for a 10 day period as the ******* service writer said they could provide loaner vehicle to vehicle owner as soon as one came available as we are not set up with loaner cars. Customer should call ******* service and ask if their loaner is available prior to returning our car.Cars To Go inc will continue to do what we can reasonably do as this unfolds.  

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Taking personal information and using that IE contacting workplaces of people who didnt buy cars here because the dealers are angry that the people didnt purchase them.

  Business response

  03/29/2023

  Good morning, I have taken some time to try to investigate this complaint. After a few hours I believe I figured out our customer was ********************* as the address for him matches address in BBB complaint. I could not find any info for a ****** as first name and phone number was only information caller gave. It appears Mr. ****** completed a credit application to purchase a vehicle at our dealership. I am not sure what happened with transaction after information was processed for approval. I do see purchase was not completed. I received a very cordial call on 3/28/23 from a person that would not give any information as to why she was calling. Only that she wanted to talk to a manager. I tried a few times to ask what call was regarding and more detailed information from caller so that information could be directed to correct department via a customer call form we fill out. We receive several solicitor calls a day so we take measures to screen these calls as well as have good information from caller/customer as to perform prior due diligence so the correct employee can return customer call with any files or be prepared with some knowledge of customer call in front of them. This process has been very effective in streamlining things. This is a perfect example of why we put this process in place. We don't have time in each day to respond to solicitors. This is who we assumed ****** was since we had no knowledge of a ******. This complaint would not have had to been submitted if Cars To Go staff would have had information asked for at time of call. I did attempt to call number given by ****** after figuring out possible connection. There was no answer and unable to leave message.Our dealership has never received a call from our customer Mr. ***********;regarding concern ****** describes so this can be addressed appropriately. Cars to Go has been at our same location for over 20 years and understands the importance of satisfied customers. I will however determine employees involved with Mr. ************;application process and address this complaint ASAP.    

• Initial Complaint

  01/19/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Cars to go is a false advertisement dealership. I applied for a loan on a vehicle with their advertised willingness to help regardless of financial situation. But than lied to me over the phone and will only work with people whom have better credit and big down payments. False advertisement and needs to be addressed. Tan my credit and didnt help me.

  Business response

  01/20/2023

  Good afternoon, I am the General Manager at Cars To Go. First of all I would like to apologize to ************************* for any frustration during the finance process. We were working yesterday on his application as well as several other customers. We do our best as a small business and limited staff to perform in a timely manor. Many times the credit process takes time to gather information pertaining to each individual case to decipher the best solution. We work with customers every day that have serious credit challenges as in this case. The Lenders dictate the stipulations and parameters to us.The credit score is a critical factor that dictates interest rate and loan value in relation to vehicle book value. Lower scores and credit challenged applicants require the help of what is known as sub prime lenders. They offer financing in many of these situations on approved credit or OAC at a higher interest rate and generally a larger down payment. These lenders normally loan near wholesale book value. That is were the down payment factor comes in.The process in these cases takes much longer to construct correctly.We will work in the future to do a better job of informing cases such as this that the process can take several hours and possibly into the next day to construct and send to the best options for review.At that point we wait for a response from lender and contact customer with lender response. Customers will receive correspondence from any lender application was submitted to.As to the phone conversation mentioned by ************************* in his complaint statement. I believe misleading. It seams ************************** was disappointed we were unable to perform within his time frame and parameters. Based on this complaint we will not proceed further in this customers process.************************** is welcome to contact us regarding any results pertaining to his application process. Sincerely ,Cars To Go inc             

  Customer response

  01/20/2023

   
  Complaint: 18857437
  
  I am rejecting this response because: if I had better credit and a high down payment, you were ready to take my business. But because I did not, I was treated last and like I didnt matter. I had my wife call and act like she was ready to buy the subby, and your guy was ready to sell it to her right then and there. I asked ****** to please hold the subby so I can figure out on how to get more down payment etc. You didnt take me seriously and you also didnt want my business because my credentials didnt fit your narrative. I should have read all the reviews before I applied for your vehicle, I would have not! Applied if I would have read the negative reviews. I wasted my credit score check on this whole process. In no way did ****** try to help me or answer any of my questions, clearly lack of respect and good customer service. I learned my ****** with 82nd dealerships. 
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am from ******* and planned to relocate to ********, ****** I was in need of a car for work so on 7/23/22 I stopped at Cars to Go and they sold me a vehicle. However, when I drove it off the lot, a few minutes later it started making a loud noise in the engine, I immediately call the dealer and asked them to return the car and give me my money back. They refused to take it back. I needed a car for work and without transportation I could not work so I had to go back to *******. I was afraid to drive it so I put the car in storage until I can get this resolved. I paid $9363 for the car, have been paying $100/month storage fees for the past 4 months and had to pay $300 for my flight back to *******. Cars to Go took advantage of me. I am 23 yo and this was my first major purchase. This has caused me a great deal of stress because I don't make a lot of money and all of it is going toward the car payments and storage fees. All I want is my money back so I can purchase another car.

  Business response

  10/31/2022

  I am doing my best to back track and gather any information regarding this complaint. The only record I can find and agree on is Cars To Go inc. did sell a customer by this name a car.We have a after sale customer form that is used for this process. It is filled out and given to a manager for review so that manager knows what car and customer they are dealing with.All notes are recorded on form or a digital record. I am trying to understand why customer didn't return to dealership if everything happened as described in complaint statement. We would have absolutely tried to ***** issue and performed a GOOD WILL SERVICE at that time and set an appointment to have inspection performed if needed. I also have no record of conversation. If there was somehow an oversight on first call I would think customer would come to dealership or perform due diligence with another attempt to contact.Cars To Go INC.Has no record of any contact or conversations during this stated 4 month period.In 20 years of business I have not experienced a complaint that aligns with information stated.Our excellent record with BBB substantiates that Cars To Go inc and employees try to be part of a solution in situations that occur.I don't believe we were ever given a chance to evaluate said problem or ever given any proof of a major mechanical issue via repair estimate. Regretfully due to this length of time passing,lack of any correspondence from customer until now and logistics along with many concerns going back to complaint statement I don't see any way to perform to complaint request.Regretfully Cars To Go inc.      

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Broke OAR 137-020-0020(3)(z)(B)(C) which states:(B)If the consumer is physically present when the dealer or broker informs the consumer that the consumer does not qualify for the terms offered, return all items of value received from the consumer as part of the transaction; and (C)If the dealer or broker informs a consumer by telephone or other means, without the consumer present, that the consumer did not qualify for the terms offered, clearly disclose the consumers right to receive the immediate return of all items of value given by the consumer as part of the transaction when the consumer returns the spot delivered vehicle. The consumers down payment and trade-in must be actually available to the consumer should the consumer wish to rescind the transaction and not enter into a new transaction. If a consumer has paid a down payment with a check, the dealer is not required to refund the down payment until the consumers check has cleared.In that they did not provide me with my full down payment upon return of spot delivery. My full down-payment amount was $1,000, and they only provided us with payment of $400 refund today.

  Business response

  10/04/2022

  In response to complaint.Cars To Go inc.I (Owner) have performed due diligence regarding this matter.This was a failed sale.Full down payment was returned on first business day.Cars To Go inc performed within any and all regulations and or rules as we have done for our 20 years in business.Cars To Go inc. is disappointed this complaint was filed.Manager on duty tried his best to explain to customer that any and all refunds and or disbursements are made during normal weekday business hours.In this case Monday as this case transpired over the weekend.********, *********************

  Customer response

  10/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I accept that I received a refund, but will be following up with the business in providing information on how I was misled. 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  10/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I financed a white **** flex from cars to go on March 3rd, 2021. We were able to drive the car before we obviously went through with the paper work. So I began to ask questions like "how long has the car been here?" and things like "Is two weeks enough time to know that there isn't anything wrong with the car?" They had reassured my husband and I that the car was in great condition. 6 days later we were having problems with the battery, then 3 weeks after that it was the alternator. The company did replace both but the car still had major issues it would sputter when we drove it. I actually only got to drive the car 1 month and a half and now the car isn't even drivable so I took the car to mechanics and they said the car has had major electrical issues and a leak in transmission and he could tell this didn't happen over night and if they had the "best mechanics" look at the car they would have seen that. we have tried to contact the place and every time they are rude.

  Business response

  10/19/2021

  I will perform due diligence in this matter. Please have complainant load picture of current mileage from vehicle odometer and picture of any extended service contract if vehicle was not sold as is.I will pull our records on sale as well.Thank you

*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. ↩