Big City Cars

Initial Business Response / [redacted] (1000, 5, 2017/03/31) */ Case#XXXXXXXX Revdex.com, From my past experience, I know when there is an accident on private property it can be extremely difficult to get insurance companies to find fault and process the claimWe are always trying to go above and beyond for all our customer present and futureEven though Big City Cars are at no fault in the accident, we did not want Mr [redacted] to have to go through a bad experienceWe decided to pull the video footage and see who was at fault it was found that another customer was to blameTo help both of our customers we went ahead and let Mr [redacted] know that we would take care of him here at Big City Cars and our other customer will take care of us for the repairs to Mr [redacted] vehicle We ordered the bumper for Mr [redacted] car and have been waiting now for some timeWe are at the mercy of the parts supplierIf there is anything that we could do to speed up this process we wouldWe are in the process of fulfilling our obligation to Mr [redacted] There is a process that we have to followI can assure you that as soon as the parts have arrived here the work will be completedWe apologize for any delay [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2017/02/03) */ Dear Revdex.com, [redacted] vs Big City Cars Ms [redacted] on 12/22/Ms [redacted] purchased a Dodge Journey from usMs [redacted] did purchase an extended service contract as wellWhen the purchase was made, the vehicle was sold AS/ISMs [redacted] did drive the vehicle and asked that we provide an alignment, detail, and repair the rear blower motorThe dealership also agreed to repair the front brakesAll of the agreed upon woek was in writing on our WE OWE formI know we have completed the alignment and brake workI know we have made several calls to the customer advising them that the real blower was in and ready to be repairedThe dealership would be happy to complete those agreed upon repairs once the customer calls in to schedule that repairWe would also complete the full detail at that time as wellWe do apologize for the delay of these repairs however waiting on parts is sometimes out of our controlAfter reviewing the letter from the customer I would like to apologize about the alignment not being doneThis was a disconnect in communicationI know that I did call the customer and let them know the alignment hadn't been completedIt was not our intention to defraud the customer that is why I personally called to let them know that the service depart let them take the vehicle in error before the alignment had been doneAs I write this letter I decided to call the customer once againI did make contact with [redacted] to co-buyer on this deal and the primary driverToday is Feb 3, at 4:49PMWhile talking to [redacted] she indicated that she had actually filed this complaint prior to her last visitShe advised me that the issues had been resolved and get back to usI do apologize for the frustration this may have causedI have provided the customer with my cell personal cell phone numberShould you need anything further please feel free to contact me personally [redacted] XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2017/02/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Never have received a phone call about the motor blower being done? When I CALLED and picked up the journey for the 4th time I was told they sent the front instead of the rear and were just waitingDone, over it

Initial Business Response / [redacted] (1000, 5, 2017/02/21) */ To Whom It May Concern, On May 6th, [redacted] did purchase a GMC Sierra VIN # [redacted] At the time of purchase the vehicle did have XXXXXX miles, Mrs [redacted] did purchase this unit AS/ISMrs [redacted] signed no less than forms stating AS/ISThe consumer is offered an extended service plan at time of purchase that Mrs [redacted] declinedMrs [redacted] states that the vehicle has or had all kinds of problems however the fact remains that Mrs [redacted] had no problems until she attempted to trade this unit inA few months back Mrs [redacted] did in fact come to the dealership upset because her transmission was slippingI [redacted] did in fact talk to Mrs***When Mrs [redacted] came to the dealership we decided to help Mrs [redacted] and repair her transmission under our goodwill policy (NO WARRANTY IMPLIED)We then took the vehicle of [redacted] Transmission and completed the necessary repairsBig City Cars did pay [redacted] for those repairsThe transmission vendor does have a 2-year warranty on all work performedShould Mrs [redacted] have any problems with the covered repair we would be happy to assist in that processWe have included all AS/IS paperworkOn Saturday February 11th, I [redacted] did see Mrs [redacted] in the showroomI walked up to her and kindly said helloMrs [redacted] stated at that time she was here to try and trade her tuckMy reply to Mrs [redacted] was "let's see if we can make that happen"I apologize if Mrs [redacted] felt that my statement meant that I would somehow make her negative equity go awayWhile we strive for 100% customer satisfaction we also realize we can't make every customers demandWe value Mrs [redacted] as a customer unfortunately we are not going to be able to make a deal without money downBig City Cars will not participate in any repairs [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2017/05/12) */ Here are the pictures of the Damage on the rim for Mr [redacted] Dodge Journey vin # [redacted] These are the pictures that were taken before Mr.& Mrs [redacted] purchased their journey on 4/26/The Front passenger side rim was scuffed prior to purchaseThe vehicle was purchased with the rim being scuffedOur Service department didn't scuff their rimThey must have just seen it for the first time yesterday.(5/11/17) If you have any other questions feel free to reach out to meI apologize for any inconveniencePlease let me know if you are unable to open the pics Thanks again [redacted] ***

This business is a big rip off they gave me a car and then weeks later told me that my financing fell through that I had to return the car had a couple issues with the car while having the car they turned around and refused to give me back my down payment and told me that there's nothing I can do about it I don't see how this business is still in business

Initial Business Response / [redacted] (1000, 5, 2017/07/12) */ Mr. & Mrs. [redacted] purchased their vehicle on 6/3/2017. The week of the 6/5/17 Mrs. [redacted] went to Bell tire to get her Low tire repaired. As promised on the We Owe to Mr. And Mrs. [redacted] we were going to take care of the tire that was loosing... air. The Technicians at Bell Tire informed her that the tire could not be repaired. That the tire would have to be replaced. At that time Mrs. [redacted] came back to Big City Cars to let us know that the tire couldn't be repaired and had to be replaced. Since the vehicle was all wheel drive we had to replace both of those tires not just one. After Speaking with Mrs. [redacted] I informed them that we would put 2 New tires on the vehicle. There was no mention of any warranty on the tires. The promises that We made Mr. & Mrs [redacted] was to repair the the low tire. We fulfilled our commitment and obligation to Mr. And Mrs. [redacted] . By putting two new tires on their vehicle. The Tires that were put on their vehicle are all weather tires. Again, there was no mention by [redacted] or [redacted] of a 60,000 mile warranty on the tires. If we would have known about a certain rated tire that they needed to have we would have been happy to accommodate them. [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2017/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Both [redacted] and [redacted] told me and my wife the tire would be 60,000 mile tires. [redacted] said he would sell me 2 more 60,000 mile tires in the fall. If they had just put in the tires and not told me about miles on the tires, we would not be here. I had never heard of the brand so I checked them out. It is a low end tire. Big City does not do what they told me and my wife. Final Business Response / [redacted] (4000, 11, 2017/07/14) */ Big City Cars fulfilled our obligation to Mr.&Mrs. [redacted] . We had a written obligation to repair the one driver tire. However, bell tire informed us that due to he vehicle being all wheel drive both front tires needed to be replaced. In order to fulfill our obligation we replaced both tires with New tires.. No mention of 60,000 miles tires or the rating of the tires were we ever discussed or put in any form of writing. I'm not sure where the confusion is. I wish we would have know there were certain standards of what type of new tire they had in mind prior to the repair. Again after speaking with bell tire I was informed the new tires that were put on Mr. & Mrs. Hilsens vehicle are all weather tires.

We've acknowledged and addressed the issues with Mr [redacted] We wish Mr [redacted] the best and feel that this issue is now closed

Initial Business Response /* (1000, 6, 2017/12/19) */
The Work that Mr*** is complaining about is service work that was done by ***We are not going to warranty any work done by a third partyWhen Mr*** came in months ago he was directed back to ***
since that is where the work was preformed
*** ***
Initial Consumer Rebuttal /* (3000, 8, 2017/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
*** did nothing but instal the parts which were supplied by big city carsAfter months of trying to fix my car, big city cars had given up on my car and meOnly after having discovered the hole in my engine, which was caused by not properly fixing my vehicle, did big city cars attempt to fix my vehicleThey say it was in good faith that they fixed it and wasn't obligated to do soBut in all actuality they were contractually obligated since it was caused by their repair and a warranty was in place and still isOnce the replacement engine, (not new), was put in no later than a week passed when the water pump started leakingI told *** and big city cars about the leak and was told from big city cars that they were done and not doing anything else to the vehicle*** wanted to help but couldn't since I didn't have the money

Mr *** purchased his vehicle from us almost over a year ago Since that time Mr *** just informed us of the recent electrical issues the truck was havingWe offered him a free diagnostic of the truck and told him we would take it to the auction to try to sell the vehicle for him
to help him out since he no longer wanted his truck We also provided Mr *** with a loaner car at no cost to him as wellWe did provide a free diagnostic on his truck as promised However we were unable to pin point the cause of the miss fire on his truckWe told him we would be happy to take his truck to the ford dealership for further diagnostic which he declinedHe then asked what we would buy his truck for since His truck didn’t bring the moneys that he wanted out of it at the auctionWe were unable to give him the figure he wanted for his truck due to the unknown cost of repairs on the vehicle at that time We always try to go above and beyond for our customersThis is why we always recommend a warranty on all vehicles due to the unknown and unforeseen things that could come up later down the road of vehicle ownership

Initial Business Response /* (1000, 5, 2017/03/31) */
Case#XXXXXXXX
Revdex.com,
From my past experience, I know when there is an accident on private property it can be extremely difficult to get insurance companies to find fault and process the claim. We are always trying to go above and beyond for...

all our customer present and future. Even though Big City Cars are at no fault in the accident, we did not want Mr. [redacted] to have to go through a bad experience. We decided to pull the video footage and see who was at fault it was found that another customer was to blame. To help both of our customers we went ahead and let Mr. [redacted] know that we would take care of him here at Big City Cars and our other customer will take care of us for the repairs to Mr. [redacted] vehicle.
We ordered the bumper for Mr. [redacted] car and have been waiting now for some time. We are at the mercy of the parts supplier. If there is anything that we could do to speed up this process we would. We are in the process of fulfilling our obligation to Mr. [redacted]. There is a process that we have to follow. I can assure you that as soon as the parts have arrived here the work will be completed. We apologize for any delay.
[redacted]

I am rejecting this response because:
The everything the dealership said is true. They ran a diagnostic on the truck at no change to me and told me exactly what I already knew. It was the same diagnostic I had done at Auto Zone for free. Instead they wasted my time and had my truck for a week. Then they offered to take the vehicle to Ford which would cost me. So much for free, so I took my truck back.  I should of been suspicious when they told me all week how great the truck was and then everything they said would happen didn’t. Taking the truck to auction was their solution to the problem because they didn’t want to endure the cost of repairs. I want to be rid of the vehicle that has been defective since I bought it, and I had called multiple times after purchasing the vehicle in regards to doors not working, the condition of the tires and the lack of a spare tire and jack, which I ultimately purchased. So I attempted to sell the truck to them since they said it was a great truck and then the concern for its condition and the cost of repairs made them “afraid” of it. I was also not offered a warranty as the dealership claims. The vehicle was strictly sold as is and I have the documentation that shows that. It’s obvious that they knew it was a problem vehicle. The manager told me they bought it for $19,200 and I bought it for $19,995. They claim they only made $127 dollars on the deal and that I was fortunate to get such a “smoking” deal on the vehicle. Smoking is right. It’s burning my checkbook up. So I then asked the manager at the dealership what he would do if he were me. He replied “ I would take it to ford and find out the problem with the engine. If it was not very expensive I would fix it and keep my truck. If it was expensive I would find away to temporarily fix the problem and sell it at auction and make it another dealerships problem.”  You see I kept very detailed notes throughout this entire transaction to protect myself in situations like these. It’s simple. They knew they bought a bad truck at auction and that is unfortunate. Instead of repairing it before they sold it, they just sold it to an unfortunate individual, me. They sold for so little profit to get it off their lot and, as already stated by their manager, make it someone else’s problem. Evident by the lack of warranty. During the process they nickel and dimed me on everything. I had to pay extra for an alignment, and I only have one key because they could not  afford to have another one made.  They knew it was a truck with issues so the prices it well and told me how great of a deal I was getting and washed their hands of it. It unacceptable, and for someone who claims they go above and beyond for the costumer, it’s disappointing.  The solution that I feel is acceptable is either a refund as previously stated to put to the repairs or they can buy back the truck at a fair price, make the repairs they should of done in the first place and sell it again and hopefully make some money at the same time. I will patiently wait on their response. Respectfully,[redacted]

We've acknowledged and addressed the issues with Mr. [redacted] We wish Mr. [redacted] the best and feel that this issue is now closed.

WE have reached out to the customer and we're taking care of many of their concerns.  Thankfully the loin share of the issues are covered under warranty!!  The consumer is satisfied.

Initial Business Response /* (1000, 5, 2017/02/03) */
Dear Revdex.com,
[redacted] vs Big City Cars
Ms. [redacted] on 12/22/2016 Ms. [redacted] purchased a 2010 Dodge Journey from us. Ms. [redacted] did purchase an extended service contract as well. When the purchase was made, the vehicle was sold...

AS/IS. Ms. [redacted] did drive the vehicle and asked that we provide an alignment, detail, and repair the rear blower motor. The dealership also agreed to repair the front brakes. All of the agreed upon woek was in writing on our WE OWE form. I know we have completed the alignment and brake work. I know we have made several calls to the customer advising them that the real blower was in and ready to be repaired. The dealership would be happy to complete those agreed upon repairs once the customer calls in to schedule that repair. We would also complete the full detail at that time as well. We do apologize for the delay of these repairs however waiting on parts is sometimes out of our control. After reviewing the letter from the customer I would like to apologize about the alignment not being done. This was a disconnect in communication. I know that I did call the customer and let them know the alignment hadn't been completed. It was not our intention to defraud the customer that is why I personally called to let them know that the service depart let them take the vehicle in error before the alignment had been done. As I write this letter I decided to call the customer once again. I did make contact with [redacted] to co-buyer on this deal and the primary driver. Today is Feb 3, 2017 at 4:49PM. While talking to [redacted] she indicated that she had actually filed this complaint prior to her last visit. She advised me that the issues had been resolved and get back to us. I do apologize for the frustration this may have caused. I have provided the customer with my cell personal cell phone number. Should you need anything further please feel free to contact me personally.
[redacted]
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (2000, 7, 2017/02/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Never have received a phone call about the motor blower being done? When I CALLED and picked up the journey for the 4th time I was told they sent the front instead of the rear and were just waiting. Done, over it.

Initial Business Response /* (1000, 5, 2017/02/21) */
To Whom It May Concern,
On May 6th, 2016 [redacted] did purchase a 2005 GMC Sierra VIN #[redacted]. At the time of purchase the vehicle did have XXXXXX miles, Mrs. [redacted] did purchase this unit AS/IS. Mrs. [redacted] signed no less than 5...

forms stating AS/IS. The consumer is offered an extended service plan at time of purchase that Mrs. [redacted] declined. Mrs. [redacted] states that the vehicle has or had all kinds of problems however the fact remains that Mrs. [redacted] had no problems until she attempted to trade this unit in. A few months back Mrs. [redacted] did in fact come to the dealership upset because her transmission was slipping. I [redacted] did in fact talk to Mrs. [redacted]. When Mrs. [redacted] came to the dealership we decided to help Mrs. [redacted] and repair her transmission under our goodwill policy (NO WARRANTY IMPLIED). We then took the vehicle of [redacted] Transmission and completed the necessary repairs. Big City Cars did pay [redacted] for those repairs. The transmission vendor does have a 2-year warranty on all work performed. Should Mrs. [redacted] have any problems with the covered repair we would be happy to assist in that process. We have included all AS/IS paperwork. On Saturday February 11th, 2017 I [redacted] did see Mrs. [redacted] in the showroom. I walked up to her and kindly said hello. Mrs. [redacted] stated at that time she was here to try and trade her tuck. My reply to Mrs. [redacted] was "let's see if we can make that happen". I apologize if Mrs. [redacted] felt that my statement meant that I would somehow make her negative equity go away. While we strive for 100% customer satisfaction we also realize we can't make every customers demand. We value Mrs. [redacted] as a customer unfortunately we are not going to be able to make a deal without money down. Big City Cars will not participate in any repairs.
[redacted]

Mr. [redacted] Did have said work completed on his Truck on 03/30/2017.   The Warranty on parts and labor is clearly stated above the signature line in the above attached document.   Mr. [redacted] was however offered a warranty on the truck that was 12 months parts and 24 months on the...

labor. However, Mr. [redacted] declined and didn't want to pay the addition  expense for that warranty cost.   When Mr. [redacted] came back on 1/25/2018 to see if we would warranty the repairs he informed us that he had already purchased an additional aftermarket warranty on the truck.  We've never implied any warranty on the repairs of Mr. [redacted]s Truck other than informing him that we Offered warranty that he declined.

My pregnant fiancé just bought a car from them and she is haven nothing but problems with it and only had it for 3 days and they don't want to nothing to fix the problem the service air bag light is on and if something happens it will not go off and her and the baby would be hurt and do you think they care or want to fix the problem no they don't. On top of it multiple other problems are wrong with it and they do not want to do anything to fix any of it they can go [redacted] them selfs I'm hopen the loan company will. Cancel the loan and they can have the pice of [redacted] back either way there getting it back they don't even have the title to her car she traded in so ya there gonna get it back one way or another

Initial Business Response /* (1000, 8, 2017/05/12) */
Here are the pictures of the Damage on the rim for Mr [redacted] 2015 Dodge Journey vin # [redacted] . These are the pictures that were taken before Mr.& Mrs. [redacted] purchased their journey on 4/26/2017. The Front passenger side rim was...

scuffed prior to purchase. The vehicle was purchased with the rim being scuffed. Our Service department didn't scuff their rim. They must have just seen it for the first time yesterday.(5/11/17) If you have any other questions feel free to reach out to me. I apologize for any inconvenience. Please let me know if you are unable to open the pics.
Thanks again
[redacted]

This business is a big rip off they gave me a car and then 2 weeks later told me that my financing fell through that I had to return the car had a couple issues with the car while having the car they turned around and refused to give me back my down payment and told me that there's nothing I can do about it I don't see how this business is still in business

Initial Business Response /* (1000, 5, 2017/07/12) */
Mr. & Mrs. [redacted] purchased their vehicle on 6/3/2017.
The week of the 6/5/17 Mrs. [redacted] went to Bell tire to get her Low tire repaired. As promised on the We Owe to Mr. And Mrs. [redacted] we were going to take care of the tire that was loosing...

air. The Technicians at Bell Tire informed her that the tire could not be repaired. That the tire would have to be replaced. At that time Mrs. [redacted] came back to Big City Cars to let us know that the tire couldn't be repaired and had to be replaced. Since the vehicle was all wheel drive we had to replace both of those tires not just one. After Speaking with Mrs. [redacted] I informed them that we would put 2 New tires on the vehicle. There was no mention of any warranty on the tires. The promises that We made Mr. & Mrs [redacted] was to repair the the low tire. We fulfilled our commitment and obligation to Mr. And Mrs. [redacted]. By putting two new tires on their vehicle. The Tires that were put on their vehicle are all weather tires. Again, there was no mention by [redacted] or [redacted] of a 60,000 mile warranty on the tires. If we would have known about a certain rated tire that they needed to have we would have been happy to accommodate them.
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2017/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Both [redacted] and [redacted] told me and my wife the tire would be 60,000 mile tires. [redacted] said he would sell me 2 more 60,000 mile tires in the fall. If they had just put in the tires and not told me about miles on the tires, we would not be here. I had never heard of the brand so I checked them out. It is a low end tire. Big City does not do what they told me and my wife.
Final Business Response /* (4000, 11, 2017/07/14) */
Big City Cars fulfilled our obligation to Mr.&Mrs. [redacted]. We had a written obligation to repair the one driver tire. However, bell tire informed us that due to he vehicle being all wheel drive both front tires needed to be replaced. In order to fulfill our obligation we replaced both tires with New tires.. No mention of 60,000 miles tires or the rating of the tires were we ever discussed or put in any form of writing. I'm not sure where the confusion is. I wish we would have know there were certain standards of what type of new tire they had in mind prior to the repair. Again after speaking with bell tire I was informed the new tires that were put on Mr. & Mrs. Hilsens vehicle are all weather tires.