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:04/08/2025

  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 started making payments on a car a Jeep Patriot, within the first week the car ran hot and I took it back to the dealership. I asked for a car that isn't better condition being the fact that I'm now involved in a $15,000 car I wanted to be in something that was reliable, so I asked for another car, they denied me that and continue to make me make payments on the Patriot. They sent it to their shop to get it fixed, they didn't replace the thermostat or the housing unit instead they did something that made it seal whatever was leaking, the auto body man actually told me that. The car continue running hot I tried to get someone outside of the dealership to fix it they said that they could not. I brought the car back within 2 months cuz it was continuing to run hot, they did the same thing again. The car ultimately end up running hot again at our apartment complex where we live I called them and let them know about the situation they told the car telling me that I had to pay $80 when pick up, they said they're going to fix the thermostat and housing unit which would have cost 220 on top of our bi-weekly payment so for me to get the car back I would have to pay the 220 for the fix and 280 for my bi-weekly payment so I would have to come up with $500 to get my car, then they call me back and tell me that there's a blown head gasket and I need a new engine and that would be $900 on top of my 280 bi-weekly payment totaling up to $2,200 just for me to pick up my car. So I'm trying to see if you guys will help me repurch buy back, or whatever solution you guys come up with thank you have a blessed day.

  Business Response

  Date: 04/17/2025

  **** **** *** ****** ***** purchased a 2013 Jeep Patriot
  from Parker Auto Sales on November 19, 2024, *** *****************. The vehicle
  had 138,861 miles at time of sale and was covered under a 12 month or 12,000
  miles warranty, whichever comes first.
  On November 25, 2024, customers brought vehicle in for
  overheating. It was taken to Norwood Service Center. On November 26, 2024, we
  paid $359 to replace 2 thermostats and a housing at no cost to the customer.
  On December 11, 2024, customers called and complained of
  overheating and a rattle. Our Account Representative instructed them to take it
  back to Norwood Service Center since they had just done related work and
  provided them with the phone number and address. At this time, the vehicle was
  covered under a 12,000 mile warranty.
  On December 18, 2024, customers were contacted by our
  Account Representative to inquire about an estimate from Norwood. The customers
  had not taken the vehicle. Customers claimed that it was no longer overheating.
  Customer also stated that they had moved to Lenior City and could not bring it
  to Knoxville.  Our Account Representative
  advised them that they were welcome to take it to a shop of their choosing in
  their area. Customers were advised that we would just need to get their
  estimate so we could submit claim under warranty.
  We were never provided with an estimate and did not hear
  from customer regarding the overheating issue again until April 3, 2025.
  On April 3, 2025 we had the vehicle towed from the
  customer’s home to Norwood for overheating. Customer was informed he would be
  responsible for the $85 tow fee in advance and he agreed.  The diagnosis started out as a water outlet
  and coolant issue. Customers approved repair work and agreed to pay the charge
  of $239. Vehicle now had 155,171 miles, which is 16,130 miles since time of
  purchase and 4,130 miles over the warranty. Warranty denied the claim for
  mileage. Once the water outlet was replaced, it was determined that the head
  gaskets needed to be replaced due to the vehicle being driven while overheating
  so many times.
  On April 4, 2025, more work and diagnosis found complete
  engine failure and the cost of the estimate went from $239 to $3160.99.
  Customers were offered an arrangement since the vehicle was no longer covered
  under warranty. We offered to finance $1000 of his total repair bill of
  $3160.99 and roll it into his auto loan. He would have to pay $85 for the tow
  fee and $2160.99 of the cost of the engine replacement. Unfortunately, the
  customer was not able to come up with the money needed for the repairs. A
  regular scheduled payment of $215, plus $70 for collateral protection insurance
  was due on April 4, 2025. Customers did not make that payment.
  On April 8, 2025, customer called and requested to trade
  into another vehicle. It was explained that trading would not be an option, his
  vehicle is repairable, his balance is too high to be in a position to trade. He
  threatened us with a lawyer. We sent a 14 day repossession notification letter.
  The customers had indicated they would not be making the repairs or the
  payments.

  Customer Answer

  Date: 04/17/2025

  First and foremost when we purchase the car we were already living in Lenoir City so we never moved to Lenoir City they're already lying on us cuz the initial contract states that we were already living in Lenoir city. They told us that they didn't want to tow the car from where we were to their shop, so it'd be best if we found a shop of our choice and then have that shop email whatever costs would have to be made they said they would take care of it. Not only am I not satisfied I'm displeased with the fact that within the first week of purchasing the car I'm finding out that the car has a bad thermostat and it's running hot, once I noticed that I knew that I needed another car there was no way that I was going to invest $15,000 into a car that's overheating within the first couple of hours of purchasing it. They didn't acknowledge that or try to help out with our situation, they basically let us know that we're stuck with a lemon and there's nothing to do but continue making payments, that's basically word for word what the representative told me his name was Eddie. Now there's certain ways that you treat people and ways that you don't, the way that I was treated was like someone that was trying to get rid of a car that they no longer wanted in their possession and throwing those problems on to me. I didn't like the way they served us from the beginning, cuz in the midst of us trying to negotiate the situation with this car the man stopped to basically sell another car to someone else while in the midst of trying to sell us a car so I knew that his interest wasn't so much in the individual but basically just getting rid of a car so he can make money that's all their interest was making money not making the customer happy from the beginning. I need something to be done because now I have a family of four kids a wife and we have no car to get around I can't get them to school I can't get to work I'm stagnant right now I lost my job because I don't have no way to get to work so I really need some help. I can also be reached at *************

• Initial Complaint

  Date:09/03/2024

  Type:Billing 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 2021 I bought a car from there that kept shutting down from their gps tracker. In 9 months it shut down on me 4 times, they would keep my car weeks at a time while I continued to make payments. I had to pay people to take me around on top of the payments. The fourth time it broke down I called and spoke to the lot they agreed to take the car back and told me I was done with them. This year I tried to buy a home and had a hard pull to my credit and they have ruined my credit by reporting like I just stopped paying them. The car was still under the year mark of my warranty and it was their faulty equipment they kept putting on my car that would shut it off.

  Business Response

  Date: 09/24/2024

  Ms. ****** has stated that she returned the vehicle due to a
  faulty GPS device. After reviewing her account, including notes from her
  account representatives & sale documents, we have collected the following
  information.
  
  Ms. ****** purchased her vehicle, 2006 Chevy Impala, on 06/26/2020. Due to a
  family member’s illness, Ms. ****** defaulted on a loan payment on 7/30/2020,
  just over a month after purchase. Her account representative worked with Ms.
  ****** by collecting a partial payment, setting a Promise to Pay for the
  remaining amount, & advising Ms. ****** that she would need to call for an
  Override Code to stop the GPS from deactivating close to the PTP date. Ms.
  ****** was made aware of the GPS unit & deactivation due to loan default at
  the time of sale, as are all our customers. Ms. ****** did not keep her
  promised payment. After this interaction, Ms. Rogers’ vehicle had a mechanical
  issue with the engine. In her complaint, Mr. ****** stated that due to the GPS,
  we would keep her vehicle for weeks at a time. The only time frames we can
  locate in which Ms. ****** did not have her vehicle were for mechanical
  repairs, the first of which was for the engine repair which was performed
  through a repair shop that is not related to our company. Unfortunately, we do
  not control when a repair shop can receive parts or complete installation. This
  repair, having to wait for the engine to be shipped in, took approximately 3
  weeks. During the repair period, Ms. ****** stopped making payments to her
  account because she did not feel she should have to make payments until she had
  the vehicle. The account representative explained to Ms. Rogers, as we do for
  all customers who misunderstand the contractual agreement, that loan payments
  do not cease if the vehicle is undergoing repairs as this will put the loan in
  default. Ms. ****** allowed her account to become delinquent during this period
  by no fault of our own. The account representative continuously updated Ms.
  ****** about the engine repair, which can be confirmed by the attached pictures
  containing notations on Ms. Rogers’ account. The account representative also
  notified Ms. ****** that after the repairs were completed; to obtain her
  vehicle, she must bring her account current & pay the $100 warranty
  deductible. Ms. ****** relayed that she could only make the delinquent loan
  payments, so the account representative reached out to the financial company
  with the option of splitting the warranty deductible payment in half &
  waiving late fees accrued during the repair process. Ms. ****** agreed to this
  arrangement. The financial company also agreed. The next repair period was for
  a starter issue. Ms. ****** reached out to the account representative &
  stated that her vehicle would not start for what she believed was a starter or
  GPS device issue. Due to the vehicle’s proximity to our location, we sent a
  mechanically knowledgeable staff member to the vehicle to soft-diagnose the
  issue. The staff member agreed that the starter was the problem. Ms. Rogers
  declined our help stating that she had someone that could replace it. Ms.
  ****** reached out days later stating that the starter replacement did not fix
  the issue. We advised Ms. ****** that we could set up a tow, for which she
  would be liable for the cost, & taken to a repair shop to be diagnosed. Ms.
  ****** agreed to this. The vehicle was taken to a repair shop not related to
  our company & was diagnosed as a starter issue. Due to the concerns of Ms.
  ****** about the GPS device causing the starting issue, the financial company
  also elected to have the GPS device fixed/replaced. Following these repairs,
  Ms. ****** kept her account current through auto-pay payments. Unfortunately,
  & without communication from Ms. Rogers, her account once again became
  delinquent. Attempts to contact Ms. ****** failed. Ms. ****** was finally
  contacted on 3/19/2021 & stated to the account representative that her car
  was not starting & she did not want the vehicle anymore. She hung up on the
  account representative before any arrangements could be made. Due to Ms. Rogers
  not returning the vehicle to us, which would be considered a voluntary
  repossession, we instead had to contact a repossession company to locate and
  retrieve the vehicle. Ms. ****** is under the impression that due to her giving
  the car back the vehicle showing as a repossession on her credit report is not
  valid. Unfortunately, any vehicle returned, regardless of how the vehicle is
  returned, is considered a repossession & will reflect on credit reports as
  such. Ms. ****** can settle the debt, which is an option that has been
  presented as she contacted us on 8/14/2024. Ms. ****** offered a settlement
  that did not meet the requirements of the financial company. The financial
  company countered the settlement offer, which Ms. ****** did not meet. Ms.
  ****** has been given the information on how to remove this mark from her
  credit report. 

  Customer Answer

  Date: 09/24/2024

  At this point I'm not expecting really much of anything to be done. But most of what was said by them about my account is not true. I didn't have a promissory note because I was behind on my payments, they worked with me when I very first got my car and broke down my down payment for me. But I didn't miss payments until my car tore up. I'm just a customer I don't have "records" from 3 years ago. But it's not right that they're doing people the way they do. It's wrong that they wanted me to pay $8,000 for a car that they turned around and sold for $400 because it repetitively tore up. If it was only shutting down because I was not making payments then why would they turn around and sell a perfectly fine car for $400? Because it wasn't a perfectly running car. I was never told anything about an activation code for a GPS. I originally thought my starter was tore up and I had somebody replaced it and I wasted my money on that because come to find out it was the GPS. And I was not behind on any payments when it happened. I only got behind on payments when they had it in their shop and paid everything in full when I would pick my car up. I don't know how I can prove that from 3 years ago because I don't have phone records or text from that long ago. But I can prove I don't have a track record of not paying on time. 

• Initial Complaint

  Date:08/18/2023

  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'm financing a vehicle with them. The water pump was checked by 3 people to confirm that was the problem. The day I got my car back the AC quit working, tail lights quit working I called back they said its a coincidence and not their fault. Multiple mechanics told me it's cause they grounded out wires, Parker told me it's just a fuse we fixed it AC working 45 minutes later blown and melted fuse . They took it the next week said they had to replace the whole distribution fuse box and my ac condenser. Hour after driving it its now blowing smoke out the exhaust, my AC out again and I still have they SAME melted fuse box they said they replaced. They rerouted wires and grounded to my battery. As I drive pieces are falling out of my car. I am a single nurse of 3 kids and take care of elderly family. I can't work without a car. It is a huge fire hazard. They also tried to send me a repo letter due to no payment for the month they had it , when i called them i said you have my car and they had no isea. I need help please. Or if anything don't allow this to happen to anyone else.
  
  Their reviews are terrible, they are doing this stuff to everyone. I'm doubting their mechanic is certified at this point.

  Business Response

  Date: 09/05/2023

  Jennifer ****** purchased the vehicle on 9-16-2021 with a 3 month or 3000 mile warranty. The warranty paperwork is attached. You will also see that the warranty gives examples of issue our customers may run in to due to purchasing a pre-owned vehicle.
  
  During the purchase process she brought to our attention that the vehicle had a check engine light on. We made note & promise to fix issue. Unfortunately, the vehicle was never brought to us to fix the issue of the check engine light. Mrs. ******'s reasonings for not bringing in the vehicle was due to her needing to have her car. 
  
  On 2/28/2022 Mrs. ****** called in stating that the entry numbers on the vehicle were flashing & the battery was being drained due to this issue. Our service coordinator stated that Mrs. ****** was checking her schedule to see when she could bring us the vehicle. On 3/14/2022 customer called in again & stated she had not brought in her vehicle to have entry keys looked at due to needing the vehicle. She requested information about our preferred shop so she could take it on her own time. Our service coordinator referred Flite Tire & Auto.  
  
  From 3/14 to current, Mrs. ******'s has defaulted on her scheduled payments on many occasions, yet we have continued to work with Mrs. ****** to keep her in the car & get her scheduled payments back on track. She has been sent a total of 3 default letters during her contract period.

  On 5/10/2023, Mrs. ****** called in & spoke to our service coordinator & stated she was losing coolant. Our service coordinator wanted her to bring in her vehicle for diagnostic. Mrs. ****** did not bring in vehicle for tests. 
  
  On 6/16/2023, Mrs. ****** called in & spoke to her account representative stating she took her vehicle to a shop & they told her she needed water pump & estimate cost of work would be $2000. She was then transferred to our service coordinator & stated that the vehicle still had a coolant leak & she had taken vehicle to Webster Motors & was told it needed a water pump. Our service coordinator set her up to have vehicle brought in for diagnostic test on 6/19/2023. Mrs. ****** did bring in her vehicle on 6/19/2023. She brought in vehicle on 6/19; the vehicle was taken to our repair shop, Green Light Auto Service, and had water pump, timing chain, & seat switch repaired. Mrs. ******'s account was refinanced. 

  On 7/6/2023 Mrs. ****** brought in vehicle for hot A/C. Our service coordinator took a look at the vehicle & found that a fuse was blown. We replaced the fuse & checked the A/C. 
  
  On 7/12/2023 Mrs. ****** called & stated the A/C had stopped blowing cool air again & that she had no tail lights which resulted in her getting pulled over. Mrs. ****** brought vehicle to us that day for inspection. Our service coordinator looked at fuse panel & found some damage & possible melting which needed repairs. Mrs. ****** brought up that she was worried about the cost of repairs again. Our service coordinator & sales lot manager discussed how to assist Mrs. ******. The fuse panel box was pulled, at no cost to the customer, from a parts vehicle so Mrs. ****** didn't have to expend money on parts. The vehicle was taken to Flite Tire & Auto for the repairs. Mrs. ****** picked her vehicle up on 7/28/2023. 
  

  Unfortunately, we have no had contact with customer since 7/28/2023. We had her our service coordinator & her account representative attempt to contact her multiple times. We can not assist the customer if she does not contact us. 

  We have attempted to rectify this situation as best & as quickly as we can due to Mrs. ****** needing her vehicle. Sadly, Mrs. ****** has seen our attempts to assist her as less than satisfactory. We would love to help her, but we also need Mrs. ****** to work with us. 

  Customer Answer

  Date: 09/12/2023

  No this complaint has not been resolved ! They told me I could drop it off again to get rechecked and probably new fees added or take somewhere else for a new quote. But they have not resolved the original issue. No ac, no tail lights,  and definitely didn't replace the fuse box.