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:08/09/2024

  Type:Service or Repair 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.

  I got the car on May 11, 2024 and I have been having problems with it since May *******. I have sent it to the shop over 7 times because it was running not and now they want to charge me to fix an issue that I have had since day one. I found out the compressor and the condenser fan is going out I told them about that at well but they said they don't have a record of it. I also don't know how many miles are on the vehicle. It only says ***** and resetting it didn't fix it the dashboard always jumps. I never know how much gas I actually have.

  Business Response

  Date: 08/19/2024

  We had the vehicle in our shop checking the running hot issue on the day this complaint was filed. We were covering that repair already and as of this past Saturday got the parts in and finished the repair. We have spoken with the customer today, informed them the car was ready and she has picked it up.

  The A/C is working but does have components that will need to be replaced in the near future. This issue is not something we will cover but we can give customer a price for this repair if and when needed.

  The odometer does work on the vehicle and I have included a picture showing the miles. The mileage issue she referenced was the service B reminder which I asked our shop to look at and attempt a factory reset on. If that did not work the odometer is available to record miles between oil changes.

  Customer Answer

  Date: 08/19/2024

  I accept 

  Customer Answer

  Date: 08/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  Naylexian ******

  **************************************

  *******, TN 38116

  
  

• Initial Complaint

  Date:04/03/2024

  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.

  06/08/2023 I purchased a 2013 ******** **** for $4500 down payment with a remaining $425 monthly payment for 18 months. Account number #*****. On **/**/2023 I heard a noise in my back wheel so I replaced my brakes and rotors and changed the oil it started a little tapping noise that would come and go. So Pyramid still had to replace the wheel hub and order an amplifier during these times wrong parts came and delayed me. By then the 30 day warranty was up and I continued to address the noise issue as if the car was doped up from the start after discovering it after the oil change. Pyramid stated they didn't know what was wrong with it. I've replace minor parts such as cv axle, lower control arm, starter. On 01/28/2024 the car had quit on me in the snow and I had it towed home and to Pyramid the following business day so they replaced my starter at my expense and deferred my car note for ******** When I picked up my car the tapping noise was worst and they suggested I take it to a shop that's experienced in working on the car because they don't know what the noise is I rented a car for a month still paid my car note.I made an appt. with ***************** they couldn't get to the car 03/11/2024. I had it towed there for diagnostic and he stated the engine was gone cost will be $6600. I call Pyramid they said it will cost me $4500. I've paid $7582.75 and the payoff remaining is $7325.10. I have $1500 parts and labor already.

  Business Response

  Date: 04/03/2024

  *****: Thank you for the opportunity ro respond to this customers complaint. Pyramid Used Cars *** did sell *************** a 2013 **************** on 06/08/2023. As required by the ****************** we have every customer sign a Buyers Guide inflorming them we sell all vehicles As-Is (copy attached) however, we do cover mechanical power train repairs for the first 30 days. This is based on a verbal Pyramid gurantee that we feel is a good business practice but is not a written warranty.

  We have been doing business at this same location for 30 years and obviously we have sold *************** vehicles in the past along with more than ****** other vehicles and customers during that same period.  We currently have a ******** rating of 4.6 and ****** Rating of 3.6 (copy of ratings attached). While this obvioulsy leaves room for improvment on our part,  I believe the record will show that while Pyramid Used Cars ***, has their share of negative reviews as most all retail business have, we have a considerable higher amount of favorable reviews.

  In June at the point of purchase the vehicle *************** bought was making noise in the wheel hub area and we scheduled for her to drop the car off to repair that issue and to check the stereo. On June 13th we provided the wheel bearings/hub repair and ordered the stereo amplifier which we finished at a later date. I ran a car fax on the ******** today and since the vehicle was purchased by *************** these records (copy of timeline in question attached) show the repair on the wheel bearing on 06/13/23 and it also shows the starter repair 7 months later which she mentione in her comments. This is a repair *************** paid for on January 30, 2024. While I believe *************** did get the oil changed and brakes changed there is no record of it on CarFax. She did provide receipts for the products used for an oil change which I have also attached, theses receipts are dated  around 02/08/2024.

  As for the tapping noise in the engine we all will agree that it has been a topic of conversation since January 2024 when the vehicle was towed *** dthe starter was replaced but, we have no record of this being an issue that was ever discussed in the days of even months surrounding when the vehicle was purchased.

  While their is no obligation I can see on behalf of Pyramid Used Cars ***, the only offer I would be able to make in an effort to try and help *************** is this. The current full balance on this vehicle account is $8,641.72 and the early payoff balance is $7325.10 Our shop estimated a motor change out cost of $4,789.22  I will authorize for Pyramid Financial *** to issue a "dispute discount" of $4,900.00 against the early paypoff balance of $7325.10 which means *************** can pay a one time amount of $2,425.00 and we will consider the vehicle account paid in full and *************** will have the title to the vehicle to do with as she pleases.

  The account is currently in arears with Pyramid Financial *** and on their list as a possible reposession. I have read the collection communication transcripts they have had with *************** over the past couple weeks and I dont believe it is ******************* intention to pay for the car as it stands now.  If this dispute discount and reduced payoff of $2,425.00 is something *************** is willing to entertain I will advise the finance company to put a hold on this account while the settlement is considered and hopefully finalized. 

   

   

  Customer Answer

  Date: 04/03/2024

   
  Complaint: 21522667
  
  I am rejecting this response because: ***** is lying about him just hearing the complaint of the engine I was always transferred to the shop too many times to speak with ********************** stated he doesn't deal with those issues the shop handles that. Pyramid sold me two cars seventeen years ago. Pyramid is not getting any money from me for a car that's been messed up since day one the tapping noise never stopped and ***** at the Pyramid Shop 929 S Third is a witness I can't make this up anything Pyramid should be mailing me the title.
  
  Sincerely,
  
  **************************;

  Business Response

  Date: 04/04/2024

  I will note that our offer was rejected and I have no additional offer of help and no further comments.  

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21522667
  
  I am rejecting this response because:
  ***** is not truthful, he misspelling half of his words because its not the truth Pyramid shop will only know that's why when I mentioned the shop he now has no further comments and I don't know why I'm communicating with them anyway when they don't know what kind of car was sold to me not a 2013 Cadillac. Everytime I was referred to the shop Its so many complaints recently against them it seems that was a previously complaint they edited with my information and didn't remove some of the words properly. Pyramid can't get .24 cents from me even if I have to hire an attorney.
  Sincerely,  
  
  ******* Rainey 

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair 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.

  I purchased the car on 02/23/24. Upon driving the car I noticed issues. I kept note of the things wrong or sounds I know it shouldnt be making. I called the shop the following Saturday 02/24/24 to inform them of the complaints. I was told to bring it in Monday for the repairs but all of the issues was not addressed even though it was brought to their attention. I got the vehicle back on Tuesday morning the 27th. Now the engine is making a tapping sound and the hesitation on starting in still an issue. I called the business today and let them know that this is just too much to deal with bringing it and leaving it for days this suppose to be a reliable car since it is for everyday use. I was told they could do the refund but he refused and say to bring it back so they can fix the issue. I told him at this point it hasnt been a week I rather return it and get my money back. Because at this point I dont trust nothing they say and if these are the issues at not even a week I feel they will just fix it enough to get pass the 30 day warranty then Im back at square one paying on a vehicle that is garbage. I have a busy life and worrying if the car is going to break down everywhere I go is not part of the plan.

  Business Response

  Date: 02/29/2024

  *****

  Thank you for the opportunity to address our customers complaint. The customer came to the business location for Pyramid Used Cars *** on 02/22/24 and picked out a 2005 ***** CR-V which she purchased and financed with a down payment of $2,800 (Invoice attached) At the point of sale it was observed the vehicle needed a windshield and that there was some popping when the vehicle turned so we noted this on the Buyers Guide which indicates that we was selling the vehicle As-Is but we agreed to address these issues.(copy of Buyers Guide Attached) We have the windshield replacment scheduled for 03/01/24. The customer brought the vehicle in for the popping repair and asked for us to also check the brakes and a hesitation when cranking. I have attached a copy of the repair invoice that we paid to our service department which shows they replaced the lower control arm, sway bar link and had a front end alignment completed since these components can affect alignment. It is also noted the tech could not duplicate the hesitant start issue. Even though we sale all vehicles As-Is we stand behind the power train components with our own personal guarantee for 30 days after the sale. When the customer called today she spoke to our sales manager and she stated she was hearing engine tapping and other noises and requested a refund and he informed her we would be glad to have our service department recheck for the hesitant start as well as the engine tapping but that we did not offer a refund of down payments (I have attached a picture of the posted policy on refunds) After speaking with our sales manager the customer was not content and asked to speak with someone else so I then spoke with her. I confirmined all the things she had been told by our sales manager and I advised her that since she had brought to our attention possible engine tapping it was important for her to bring the vehicle by so we could hear the engine noise today. She stated she was at work and could not bring it. I confirmed to her as well that we do not offer a refund. We have been in business selling used vehicles at this location for 30 years and we try to be as fair and honest with our customers as we can. The amount of background information on used vehicles is at times limited and this is why we have a personal gurantee for 30 days in the event something was missed during check in. We do not sell brand new vehicles and all used vehicles will have a certain amount of wear and they cant be repaied back into a new vehicle condition. This vehicle is 19 years old and I am quite impressed that it has 47 service history records mostly performed by ***** dealerships available and all other related history checks gives it a clean carfax guarantee.

  We will still replace the winshield as agreed and recheck the starting issue. If handled punctually we still agree to listen to the other noises she is hearing and advise at that time what service options are availiable. 

  Customer Answer

  Date: 03/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************************

  3587 ************* 4

  *******, ** 38116

  
  

• Initial Complaint

  Date:10/07/2023

  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 put a down payment on a 2008 ********** New Beetle on 08/14/2023, two days later i had to have the vehicle picked up because the gear shift was broken. They fixed it 3 days later and i was able to pick up the vehicle. A week later my entire transmission came a loose and they were trying to charge me **** to get it fixed, Which i was supposed to be covered under a 30 day warranty. I called them 2 weeks later after receving a letter in the mail stating they were going to auction my things out of the car off, i called and let them know that i would like to pay my car note and towing fees to just bring my car back home. I made arrangements for my wife to pay for me on Wednesday October 4th, 2023. WHen she called about making the payment they would not let her and i was at work at the time. So now i am without a car that i paid **** down on and have had problems ever since.

  Business Response

  Date: 10/23/2023

  Sorry, after looking back I realize I missed seeing the original email sent on 10/07. Thank you for the opportunity to respond to this customers complaint and their request. While Pyramid Used Cars *** can respond to the repair issue it is our related finance company Pyramid Financial *** (which is a seperate entity) that will respond to the installment payment question. I will include both responses now to save time. *********************************** paid a down payment to Pyramid Used Cars *** on 08/14/23 and financed a VW Beetle with monthly payments of $350 set to start 09/13/23.(contract detail page attached) at the point of sale customer signed an "installment contract transfer" (copy attached) transferring the contract to Pyramid Financial *** effective immediately.  While Pyramid Used Cars *** sales all vehicles As-Is we do stand behind the power train compnents for 30 days. As a result on 08/21 we had the car picked up by a tow truck because it would not go in gear and our related shop repaired the shift linkage along with a heater hose and thermostat seal and completed for pick up on 08/24/23 at no cost to the customer. There was also body damage to the car at that time. We received another call on 09/05/23 from the customer to pick up the vehicle for a transmission issue. When the vehicle was delivered we noted additional body damage and upon inspection noted their was damage to the transmission pan underneath the vehicle. When asked we were told that the damage to the transmission happend when bottoming out going over a speed bump (pics of one side of the body damage and the undercarriage damage attached) While we stand behind the power train for 30 days we don't cover repairs related to accident damage. Our shop quoted a cost for repair but customer stated they thought they could get repair completed cheaper. During this time the first payment had become in default so Pyramid Financial *** sent a notice of sale informing customer to make current the 09/13 payment by 10/02/23. As of that date the vehicle salvage sold pursuent to the notice of sale but finance company spoke with customer and and agreed to hold for payment until 10/05/23 at which point they could pay the tow bill and pick vehicle up. That payment was never received and the vehicle was disposed of per the outcome of the 10/02/23 sale notice.    

  Customer Answer

  Date: 11/15/2023

  They would not take payment on 10/02 when I tried to make the payment, I also told them someone had hit my car which caused damage, I would like half of my deposit back because they did not allow me to make my payment as they just wanted the car back

  Customer Answer

  Date: 11/15/2023

   
  Date Sent: 11/15/2023 12:53:54 PM
  They would not take payment on 10/02 when I tried to make the payment, I also told them someone had hit my car which caused damage, I would like half of my deposit back because they did not allow me to make my payment as they just wanted the car back

  
  

  Business Response

  Date: 11/16/2023

  Please look back at the information you stated in your original claim. Pursuant to a notice of sale you received in the mail stating the vehicle would be sold on 10/02/2023  you called the office on Sept 25, 2023 (which our system notes verify)and you stated you would pay the payment and license plate fee on 10/04/2023 which is also as you stated in your original claim. We accepted that payment date and there was no attempt of a refused full payment made by you or anyone on your behalf on 10/02/2023.  We would love for you to have made the payment, kept the vehicle, repaired it and paid it off per your contractual agreement. That is the only chance we had of being paid for the car instead of selling it as an inoperaple and damaged vehicle at auction. This is also why we agreed to and did hold the vehicle until 10/04. When the payment was not made as agreed, the vehicle was shipped per the sale notice. Our office staff would only have refused a parcel payment or a payment that was attempted after the vehicle was gone. That would have been 10/05/2023 or after. I can understand your frustration however per the contract you signed when you bought this vehicle you are responsible for the remaining balance even now.  The unpaid financed amount you owe on the vehicle is $7,655.67. We will not refund any of the down payment but in an attempt to help stop any future loss due to deficiency judgement, if you message back your acceptance I will approve for our finance company to charge off the remaining financed balance of $7,655.67 and close your account.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20709516
  
  I am rejecting this response because: my wife called on the third of October to try and make the payment over the phone as I was at work, you all had been having correspondence with my wife and the day she tried to make the payment you refused to talk to her, we tried to make the payment but you all refused 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 11/17/2023

  While this is the 3rd different date mentioned as to when you tried to make a payment, lets go with the attempt of a call in payment on the 3rd. While I have no record of that call, the reason any customers payment is denied over the phone is that our finance company does not accept payments over the phone until a card is presented in person by the customer, with the customers name on card and used at that point for a payment. If the customer chooses they can then fill out a document that provides information that is put on file so that same card can be used when customer calls in on future payments. This policy is in place so that cards owned by someone other than our customer is not used and later disputed or used fradulently.

  
  Pyramid Used Cars *** is not a member of Better Business Bureau however, we respect the platform they provide consumers, like yourself, to voice their concerns and attempt to arbitrate certian claims. I regret that we have not been able to reach an arbitration agreement that meets your request so at this time we will advise our legal department to pursue the defficiancy balance that is pending per the contractual agreement.
  

  
  

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20709516
  
  I am rejecting this response because: regardless of the fact when my wife was trying to come make 
  The payment and talk to yall...yall didn't want to talk I am trying to avoid a civil lawsuit
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:04/29/2023

  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.

  I tried to make a payment but was told i I couldnt until I pay my tag registrations. I understand the policy however when I made my first I was not informed of this information so Im forced to pay a late fee because I cant pay the tags until after my note is passed due due to my check date. I have had nothing but problems out of this company since 2015. I only keep dealing with them because my credit isnt good enough for other companies.

  Business Response

  Date: 04/29/2023

  Thanks for your business since 2015. As a buy here pay here auto sales facility, we are proud to offer our own personal finaincing for those who are not able to obtain tradional financing. We do report to Equifax so we hope that over time we will help you build your credit back up.

  I talked to the staff in the finance office and gave them the following instructions regarding your complaint.

  1. When you bring your payment back in on Monday 05/01/2023 they will collect your payment with no late fee assessed.

  2. You will NOT be required to pay for your permanent tag at this time.

  3. Because of the delay with processing tags at the county clerks office, the ****************** will allow ** to issue you 1 additional 60 day temporary tag which only costs $8. We will be glad to issue this additional tag for $8 in lieu of paying for your permanent plate at this time.

  It is still taking 3-4 weeks to get a permanent tag processesed through the county clerks office. That is the reason we push for our customers to start that process as soon as possible. If you choose to purchase the additional ************************************************************************************************************************* the next 30 days. When you are ready the permanent tag fee will be $136. 

  Once again thank you for your patronage.