Best Car Buys Ltd

Complaint: [redacted]
I am rejecting this response because: Hid response is incorrect, I was advised by [redacted] and [redacted] on Friday June 10th that payments had been deferred to the end of my loan. I at no time my car was being worked on ever asked for payments to be deferred or said I couldn't make them. I received several calls from [redacted] while my car was being worked on stating this is not how we do business and to help you out "I will take care of the payment" this statement implies he is taking g that amount off the loan. This was not ever done yes, I spoke with him yesterday and did get vocal however, I did so after he yeleld, got loud with me and proceeded to tell me that I was wrong he didn't say he would take care of the payments. He proceeded to tell me I needed the help while my car was in the shop and that was not the case, my payments where made by me a couple days early during this time frame and I did not ever ask for help or state I needed help with them while my car was being fixed. They are a shady no good company and unless they honor what I was told I will not accept anything.
Sincerely,
[redacted]

This customer did purchase a Retail vehicle from us on the alleged date.  We received a call from [redacted] along with a picture (attached) that the customer was there racing the vehicle.  Our retail units are sold "as is" with no warranty unless the customer purchases one.  I...

have also attached the conversation between this customer and Sales Manager [redacted].  I don't believe Mr. [redacted] was rude as all with the customer being testy with him.

On July 31st, 2015 the customer had an issue with the vehicle dyeing while driving and had a hard time starting the vehicle.  The vehicle was sent to an independent garage that [redacted] had an agreement with at the time.  They shop found that the vehicle need** an Ignition...

Coil and an Ignition Module.  Both of the repairs were cover at no cost to the customer.  The repairs total** $295.00.   In August of 2015 the customer contact[redacted] with a concern that the rear passenger window would not go up or down.  The vehicle again was sent to the same independent garage to be diagnos** and repair** on August 12th, 2015.  The shop found that the passenger rear window regulator had fail** and need** to be replaced.  The repair did not fall under the warranty that was provid** with the vehicle but was cover** free of charge to the customer by [redacted].  The repairs total** $376.91.   On January 11th, 2016 the vehicle stopp** running, the security light came on and it felt like the vehicle was not getting and gas.  The customer had a key made.  The vehicle was taken to RM Repair to be diagnosed.  The shop had the new key programm** to the vehicle which did not initially fix the vehicle. After further diagnosis the technician ran a security system relearn to get the car start** and running.  The total for the repairs total** $195.38.  [redacted] assist** with the repairs due to the addition time it took to diagnose the vehicle by covering $100 of the total and only financing $95.38 to the customer.  The repairs again were not cover** under the warranty of the vehicle but due to a great payment history was happy to assist with the repairs.   On January 25th, 2016 the vehicle security light came back on.  The vehicle was sent to RM Repair to be diagnosed.  The technician found that the vehicle need** an ignition switch and passlock.  The customer disput** the findings and stat** the ignition switch was replac** previously at Herb Ives during the July 31st visit.  An ignition coil and module was replac** during that shop visit not the ignition switch.  Both the ignition coil and ignition module are locate in the engine compartment and directly relate to sending spark to the spark plugs to ignite to fuel in the cylinders.  The ignition switch is locat** in the steering column and sends a signal to the starter to start the car.  The customer took the vehicle, never made arrangements with [redacted], and the estimate was clos** out on February 9th, 2016.   The policy up until June 2016 for all the repairs shops was to have the customer reach out to [redacted] for any paperwork regarding the repairs and the costs of the repairs.  The customer request** copies of the repair orders and an email was sent on February 3rd to the customer with copies of the repair orders.   There were numerous attempts to have the customer bring the vehicle back to the shop to have the vehicles issues confirm** and repaired.    We will happy to provide the customer with copies of the repairs that have been completed.  We would like to have the opportunity to get the car back into the shop to repair the issues. Being able to complete the repairs in house will allow us to provide assistance on the costs of the repairs and the parts as we have shown throughout the repair history of the vehicle.

Good Afternoon, We have reached out to Mr. [redacted] to discuss the concerns with his vehicle. We have extended an offer to Mr. [redacted] to get him into another vehicle or just overall cancel this account entirely for him. He explained to us he would be considering the options discussed and get back with...

our organization by Saturday 02/06/16 with his decision. Thank you for your time,

Complaint: 11084162
I am rejecting this response because:First Premier Financial,operations manager,and all sales reps are liars the only thing they aren't lying about is its true I haven't made any more payments on the vehicle because as I stated before the car is very dangerous and they have been told this multiple times and nothing has been done to fix the vehicle and as many times as the car has been in the shop since I bought it the car should have been fixed the day I explained to them how the car was accurateing,at high speeds the car is dangerous and I almost wrecked twice in the vehicle,but yet the warranty was still not honored,all they were worried about was their payments and not honoring the warranty and preventing a horrible accident and injuries from happening my life was in danger and they could have cared less as long as they got their payments and warranty not honored. The car has been I shop on and off since the first week I purchased,and I have asked many many times to speak with operations manager but was told by his reps I couldn't speak with him,because quote that's what he pays us for.so exc
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like a full investigation of how my account was handled and who it...

was handled by I truly would no longer like to do business with the company and feel unsafe that they kept my car for three months without telling me what was wrong and charging my card at times I did not approve promising refunds and credits that I never  received  I followed up with the dealer board and would like to  continue to ask for my contract to be broken thank you 
Sincerely,
[redacted]

The Vehicle was returned. It is already having issues again. I was at a stop light and the vehicle just died. After it restarted the check engine light came on and the vehicle performance has declined again doing the same type of issues that were supposed to be fixed previously. The code resulting...

from the check engine light is for a catalytic converter that I was told was replaced. I am beyond frustrated with this vehicle. I sent an Email to the repair contact for the finance company and am awaiting response.

This vehicle came with a warrantee. And after only 2 months it should not be falling apart.

WE IMMEDIATELY CONTACTED THE CUSTOMER AND APOLOGIZED FOR OUR INITIAL LACK OF CUSTOMER CARE.  EXPLAINED TO HER THAT WE APPRECIATE HER BUSINESS AND WOULD LIKE THE OPPORTUNITY TO RIGHT THIS...

WRONG.  WE AGREED TO IMMEDIATELY GET HER VEHICLE TO CHECK AT NO COST TO HER AND TO PROVIDE A RENTAL.  AGAIN WE APOLOGIZED FOR OUR MISTAKE AND THE CUSTOMER SEEMED PLEASED.

We provide service assistance to all of our customer and stand behind our warranty when applicable.  I researched this customer and found the only issue we had was an alternator and a no start.  If there are any other issues and these issues are covered until warranty we will certainly...

assist this customer.  The customer can contact me directly at the number listed below. [redacted]

MS [redacted] YES I REACHED OUT TO YOU BUT YOU WERE THE ONE THAT STARTED YELLING WHEN YOU DID NOT AGREE WITH MY RESPONSE,  AGAIN I NEVER TOLD YOU WE WOULD MAKE A CAR PAYMENT FOR YOU.  WE DON'T MAKE CAR PAYMENTS FOR CUSTOMERS.  WHAT I TOLD YOU WAS I WOULD GIVE YOU A FRESH START BY SINCE YOU WERE A COUPLE PAYMENTS BEHIND.  AS OF TODAY YOU HAVE NOT MADE A PAYMENT IN ALMOST A MONTH.  YOUR VEHICLE IS AT RISK OF REPOSSESSION IF I DO NOT HEAR FROM YOU THIS WEEK.  I AM WILLING TO SPEAK WITH YOU AND RESOLVE THIS BUT YOU MUST MAKE YOUR PAYMENTS ON YOUR VEHICLE

MY NAME IS [redacted] AND I AM THE OPERATIONS MANAGER OF FINANCE.  I PERSONALLY REACHED OUT TO THIS CUSTOMER AFTER I HAD BEEN TOLD THAT SHE WAS EXTREMELY UPSET AND DISRESPECTFUL TO OUR REPS AND MANAGEMENT TEAM.  INITIALLY THE CUSTOMER WAS PLEASANT AND CALM AND I AGREED TO PICK UP THE...

VEHICLE AND HAVE IT LOOKED AT BY ONE OF OUR SHOPS.  I TOLD THE CUSTOMER THE VEHICLE WOULD BE PICKED UP THAT DAY AND TRIED TO GET HER ON THE PHONE WITH OUR CUSTOMER CARE REP AND CUSTOMER IMMEDATELY STARTED YELLING AND SCREAMING AT ME ON THE PHONE.  I EXPLAINED THAT I WAS TRYING TO HELP HER AND SHE CONTINUED WITH A PERSONAL ATTACK AGAINST ME. I TRIED TO EXPLAIN THIS WAS THE FIRST TIME I HAD SPOKEN TO HER AND ONCE AGAIN THE YELLING AND SCREAMING GOT WORSE.  SHE THEN HUNG UP THE PHONE TELLING ME SHE WOULD NOT BE PAYING FOR THE VEHICLE.  THE VEHICLE WAS THEN REPOSSESSED SINCE THE CUSTOMER HAS NOT MADE A PAYMENT SINCE 12/5/2015.

Initial Business Response /* (1000, 6, 2015/10/07) */
We have been in communication with [redacted] to ensure the issues with her vehicle are resolved. We have have identified the repairs needed and have provided Ms [redacted] with transportation and provided her twith estimate time her repairs...

will be completed. Any further concnerns please get in contact with our office and our customer care team. Thank you.

The customer purchased their vehicle on July 2nd, the warranty given to the customer at time of sale covers the lubricated parts of the engine and transmission. The customers motor mounts and alternator went out on July 21st. These items are not covered under warranty, but were repaired for the...

customer at no expense to them. On September 22nd, the customer bottomed out their vehicle and knocked loose their muffler. This was also repaired for the customer at no expense to them. The customer now has a wheel bearing out and needs a oil pressure sending unit, these are both non-warranty issues. These two items are also wear and tear items, that will go out on any vehicle over time. Best Car Buys is willing to cover the cost of the oil pressure sending unit. We are also willing to finance the cost of the wheel bearing, with no upfront monies from the customer.

To whom it may concern:   The vehicle was delivered to ** Repair to have a safety inspection completed on the car prior to returning the vehicle back to the customer on August 8th, 2016 at 12:08 pm.  The reason for the vehicle needing to be inspected was that the vehicle in question was...

repossessed on 7/28/2016 and [redacted] requested to the vehicle to be looked at prior to returning it to the customer to verify that the vehicle is safe for the customer.    During the inspection our technicians found that the check engine light was illuminated, the 2 front tires were worn to the cords, the passenger ball joint had play, and the vehicle would need an alignment.  3 codes were found for the check engine light and they all related to the Transmission. (P1744 TCC System Perfo**ance, P0732 Gear 2 Inc, and P0741 Torque Converter)  At that time we had the vehicle moved to an independent transmission shop to verify what was the cause for the transmission codes.  The transmission shop found that the transmission was in need of an overhaul.   The customer came in and spoke with the shop the same day the vehicle arrived demanding her vehicle.  At that time we gave her an update on what we had found and an estimated time it would take to repair what we had found once approval was given by [redacted].    The approval was given on 8/11/2016 at 3:35 pm to proceed with the repairs.  All the repairs in question were approved under a $200 deductible covered by the warranty on the vehicle.  The Tires, Ball Joint, and Alignment are not covered under the warranty but was packaged with the $200 deductible for the transmission to help the customer.   The repairs were immediately started at the shop.  The 2 front tires, the passenger lower ball joint and the alignment were done at ** Repair by the end of day on the 8/12/2016.  The vehicle was moved to [redacted] for the transmission overhaul on Monday 8/15/2016.  An estimated time of completion was given for 8/22/2016.  This was communicated with the customer multiple times.  She did not believe that the vehicle would be done by 8/22/2016 and filed a Revdex.com complaint.  The customer also called the transmission in a mad state to get updates multiple times in a 3 day period.  Due to the state the customer was in we worked with the transmission shop and was able to push back other repairs to get Ms. [redacted]’s car completed by the end of day 8/18/2016.    The customer continued to call to get updates after we had given her an estimated time of completion.    The vehicle was brought back to ** Repair the morning of the 19th and we found that there was a minor leak from the coolant recovery tank which we replaced and fixed at no charge.  The customer was notified that we had found that the recovery tank was leaking but would be fixed that day and  her vehicle was completed and was ready for pickup.  The customer stated that she did not know why we would contact her to tell her about the additional finding and that she had contacted an attorney and was tired of dealing with us.   The customer was 22 days past due and had an open promise to pay $225.41 by 8/20/2016 on 8/19/2016.   On 8/23/2016 the promise to pay was still not paid and the customer requested a letter stating if she would pay a specific amount the vehicle would be released.  The customer made a $30 payment and made another promise to pay $225.41 on 8/24/2016 .  On 8/24/2016 she only was able to pay $200.00 of the $225.41 and we released the vehicle back to the customer.   The customer is currently 5 days past due and has an open promise to pay on 9/2/2016.   The vehicle prior to this has never been in the shop or had any documented service issues with the vehicle.

I spoke to our service department...

yesterday and was told we have not heard from the customer with any further complaints since the vehicle was last repaired in November 2016.  If this customer is still having an issue I would Love to help him but I need for him to contact our service team so they can address these issues

when the customer purchased this vehicle there were plenty vehicles to choose from.  This customer chose this vehicle.  We also take customer with less than perfect credit which is why sometimes the cost is higher.  We have also repaired the customers vehicle at no cost to the...

customer