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:12/05/2024

  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.

  On October 23, 2024 my Landrover Rangerover that was purchased from Kearns in 2022 was brought in to have a front lic plate installed. The manager put 2 holes in the incorrect place on the bumper and the drilled more holes to apply the license plate correctly. He touched the 2 mistake holes up with paint. A new bumper should have been ordered since he put holes in my bumper. Then after attaching the license plate, the manager was done and my son went to pick up the vehicle. After leaving the parking lot of Kearns motorcar, within 6 min the cruise control disengaged. My son **** called me and I told him to turn around and go right back to have them fix the problem. They did give my son a rental since he had already spent over two hours there and had to go to college classes not Sure what Kearns did to the vehicle, but our cruise control sensor was now blocked so it will disengage right away and not work. I proceeded to call the body shop that had replaced my front bumper and all new parts last May and everything had been working perfectly up until I brought my vehicle into Kearns and they drilled into the front bumper. ******* at sparkle auto body said that the radar sensor was damaged by placing holes in the bumper. I called my insurance company because sparkle auto body said maybe my insurance company would pay for this problem being that a new radar sensor is around $2500 **** @American family insurance on Monona Drive Said that clearly it was damaged due to the holes that were put into the front bumper and she told me to tell the body shop Mgr at Kearns that they need to order me a new bumper & fix the radar. We spoke with the Mgr of the service ********* yelled at us on the phone told us that maybe the bracket was bent & we hit a car or a car hit us. He did not want to admit that he damaged the sensor. There was no problem with the sensor before we brought the vehicle in. I purchased my vehicle from Kearns and they damaged it and they need to make this right.

  Business Response

  Date: 12/16/2024

  This issue has been handled with the customer directly. 

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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 a truck online from Kearns dealership, **** is the salesperson, super cool guy, was very communicative and responsive, everything was going smooth, guaranteed delivery within a week once payment received. Once payment was sent that is when everything took a turn. The dealership cashed my payment on 1/9/24, it is now 1/16/24, exactly a week to the day and the truck has not left their lot to make the far delivery from WI to **. The communication from **** or anyone from the dealership had completely stopped. I messaged them, asking when the truck would be shipped, i got a bunch of run around answers, and some pictures of the snow they were dealing with. The snow storm has now cleared, and after enough complaining to ****, i got a call from ******, the manager stating he was in contact with Cavalier, the delivery company and that he had two drivers that could pick up the truck on Monday or latest Tuesday 1/16 and that he would keep me updated. Tuesday comes and i do not get any follow **** i contacted the manager who gave me some more run around answers. I then get a phone call from the delivery company who also gave me some vague information, there is a driver coming from ohio and he has one stop but left monday so he should possibly make it today but that he cannot get a hold of him and would call me back as soon as he got an update from the driver's ETA. No mention of the other potential driver, not sure what even happened to him. The day is coming to an end, of course no follow up phone call, i once again messaged the manager who tells me he is on the phone with the delivery company. I then get another phone call from the delivery company telling me the driver that was coming from ohio is now supposedly going no further than *******, so will not be making it to ******. so no delivery date in sight. Meanwhile i am paying for a rental car going on two weeks now, which is definitely not cheap, and not a single word from the manager on how to make this right

  Business Response

  Date: 01/17/2024

  We apologize for the frustration of this customer when it comes to the delay in shipping that he is experiencing.  Unfortunately all of this is outside of our control, we always schedule shipping for the vehicles that ship as soon as possible once the funds are received for the vehicle.  After this point we are simply at the mercy of when we can get someone to accept the load.  We did have several snow events last week so that made it even more problematic to get someone here to pick up the truck.  Once the vehicle left our premises it is in the shippers hands, so any issues that arose after that are strictly with them.  We set expectations with all of our out of sate customers upfront of what the process will be for shipping them their car, and we never guarantee anything as far as a delivery date.  Again once the vehicle is picked up there is often an estimated time of delivery that is given by the shipping company, but again this is only an approximate as obviously anything can happen to the vehicle while in route.  We ship on average 20 cars a month for 5 years now to out of state customers and this is the first time we have ever had a complaint about shipping.  Obviously we know the customers want their cars as fast as possible, but with the way we handle explaining the expectations up front to all customers we have never had an any issues.        

  Customer Answer

  Date: 01/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Kearns Motor ****** is stating that the delay and shipping issues that have arisen are "out of their control once the vehicle leaves their lot". This I do understand, however, Kearns has failed to successfully ship the vehicle and to this day, on this hour 1/18/2024 at 1:15pm, the vehicle is still sitting on their lot and has not been picked up by a carrier, and responsibility has not yet been transferred. The payment was made complete on 1/9/2024, and although there was a weather issue that following day, the roads were declared safe to be driven on by 1/12 or 1/13. This being said, Kearns could very well have scheduled the initial pickup of the vehicle for 1/9 or 1/10 and when it was due to be postponed because of the weather, "put it on the schedule for the next asap available pickup". However it seems that Kearns had no game plan, nothing figured out when it came to scheduling a prompt and rescheduled pickup date. Instead, I had to keep contacting them, day after day asking, "whats going on with my vehicle. when will it be picked up? when is the carrier scheduled?" All to find out nothing whatsoever had been scheduled and there was no driver in sight. Kearns motor car made a false statement in this BBB response and it states this "Once the vehicle left our premises it is in the shippers hands, so any issues that arose after that are strictly with them". This is a false statement made on their behalf because the vehicle has still not been picked up and still sits on their lot as of 1/18. They also made another false statement and told me "we have a carrier who is going to pick up the vehicle maybe monday 1/15 and if not monday, then for sure tuesday 1/16". This never happened and they once again falsified their statements and lied about shipping times and expectations. Since day 1 that the car was purchased, I dont believe Kearns ever had any sort of plan when it came to shipping this vehicle, hence why it is still on their lot and waiting to be shipped to me, the vehicle has been PAID IN FULL as of 1/9/2024 and I still have not been delivered/supplied my goods or services in return of payment. This is extremely unprofessional, unethical, and unacceptable when a good has been paid for in full to not provide the service promised. I have multiple text messages representing the false statements made by this company thus far, and I am extremely unsatisfied with the service I have received following the payment that was paid and received. As I stated, kearns service was top notch before they had my money in their pockets, everything was quick and attentive ironically, and the instant they cashed my funds into their bank, paid themselves, and collected their commissions, their service went from 100 to 0 in a blink of an eye. To express my frustrations once again, it is 1/18/2024 at 1:29pm and my vehicle is still sitting on the Kearns Motor Car lot. No compensation has been awarded for the inconvenience I have encountered, only countless excuses about "the snowstorm and bad weather", however, millions of other trucks/carriers are on the road, moving and transporting goods from all over the country.
  
  Regards,
  
  *************************

  Business Response

  Date: 01/19/2024

  We are working this out with the customer directly.  Again we apologize for the issues in shipping and we will reiterate to all of our sales people to set the expectations on these out of state deals when it comes to shipping.  As i stated before we have shipped hundreds of cars over the past several years and have never had a complaint when it comes to shipping.  We are at the mercy of the carriers, and some delivery's are harder to make than others, and obviously the weather is beyond anyone's control as well.  Our goal is to work this out quickly with the customer, and we are in touch with him directly.

  Thanks,

  ****

• Initial Complaint

  Date:03/08/2023

  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.

  On September 27th I purchased a 2013 Range Rover Sport, several days after it started leaking coolant and the serpentine belt started squealing. I contacted the dealership about setting up and appointment and brought the vehicle-in and was was charged $140 for an appointment fee and then the dealership wanted to charge me another $600 to remove the intake manifold which I refused. The same day I took the car back is the same day that it overheated and the dealership was made aware of this. I had an extended warranty on my vehicle, took it to Midas which it was in and out of the shop since then for over a month, having replaced my water pump 3 times. It was finally fixed but that only lasted for two weeks and I decided to take it to Fields Land Rover. I was quoted thousands of dollars to fix something that should've already been fixed. I left a wreathing review on Kearns ****** page and they reached out to us in-regard to towing the vehicle from ******** to ********* Creek. The vehicle was towed there to get relooked at free of charge from the dealership. A few days later I was told they would work with me and I would only have to pay $2200 + taxes for the repairs. The car is still not fully fixed having sprung a small leak again from the water pump. Kearns wants me to take it back to Midas and get it done instead of just fixing the problem seeing that the vehicle came with preexisting issues. I'm writing so that Kearns to fully pay for everything and take full responsibility of the lemon that we were sold.

  Business Response

  Date: 03/09/2023

  As you can see from the complaint we are willing to work with this customer to get the car fixed.  We have no reason not to want to fix the vehicle.  It is unfortunate it has taken this long to remedy the problems but we are willing to work to get the items fixed.  Unfortunately when vehicles are 10 years old they seem to have more problems that arise.  It is our intention to get this vehicle fixed for this customer.

  Thanks,

  ****

  CFO

  Kearns Motor Car