Goben Cars

When Ms. [redacted] originally purchased the vehicle from us we did repair a crack in the bumper which we do hundreds of times throughout the year on various cars and never have them come back with any issues.  When Ms. [redacted] showed up to show us the damage on her car the grill was missing,...

the bumper was smashed and clearly needed to be replaced.  This obviously wasn't because of a previous repair, the vehicle had been in some sort of an accident.  Goben Cars does not cover customers wrecking their cars nor do we offer automobile insurance.  Ms. [redacted] was told to call her insurance company and make a claim as the vehicle clearly was in some sort of an accident.  Any insurance adjuster/body shop would be able to tell this by looking at it.  Goben Cars is not interested in helping in any way shape or form as we did nothing wrong.  It is unfortunate that Goben Cars ends up somehow looking like the bad guy in this situation. Sincerely,[redacted]GM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
While I can't deny what my fiance has said, she was upset and I had apologized for her attitude, He assumed I was to give him the same attitude. I was 100% understanding on his defense for the kind of attitude he was given, but when he started to give me the same attitude and tell me that "he doesn't have to fix my car" and "doesn't care where I take my care to get it fixed, i'm not getting it fixed there!" when its under warranty is by far sub-par service. Not to mention, I was told that if my fiance was to come with me, they would refuse service and ask us to leave.I had to call the East side Goben cars and see if I could get it fixed there because of the attitude and service I had gotten from the West side Goben, I was afraid to take my car there. I spoke to a gentleman named [redacted], and he was by far more helpful and understanding. He called over to the Goben West location and got things figured out. He apologized and understood where I was coming from and I understood where he was coming from.When I initially had taken my car to the Goben West location, I had told them that there was an oil leak and it was coming out of my engine. I had taken it to a family mechanic to see what the issue was. I was told it could be the OIL VALVE COVER GASKET, A pretty standard part. I was then told by Goben West that it was my dipstick hanging out? When I spoke to [redacted] from the East Side Goben, he asked me questions about my car that the nice people over at the West Side Location did not. [redacted] had asked me: What kind of vehicle, How many miles, Do I have the 1.8L Engine or the 1.4turbo. I have the turbo, in which [redacted] from the East Side Goben stated that the Cruze 1.4 Turbo engine is notorious for oil leaks of this nature. I asked if it could possibly be the dipstick, in which [redacted] stated, "There's no way there would be the dipstick with that much oil leaking." If you're going to be a be a car dealership, at least know the engine specs of the cars you sell. Not to mention, the loaner car I had gotten the first time was a Toyota Corolla, which I later found out that had been sold. So I had to drive back to the dealership to exchange it for a 2007 Ford Taurus, which had over 200k on it, and that car BROKE DOWN on me. I had to go back again to get a 2012 Nissan Versa, which drove just fine. You can keep your loaners. I manage a [redacted] in [redacted] and I have dealt with plenty of unfriendly customers and have been swore at, in which I have never turned them to the door. As a [redacted], it is your job to lead by example for your employees and defuse the situation, not hang up and tell them to "stay away from the store." Completely unsatisfied. I'm confused as to how they can still expect me to come to the dealership after all this.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would just like to make sure that all the problems are addressed.
Regards,
 
[redacted]

Mr. [redacted], I'm sorry that we don't feel that the CTS was in the "poor" condition as you state in your complaint. I SOLD that CTS 4 days later to a couple from your state, infact he drove 1 hour further and raved over the condition and bought it on the spot. I again am sorry you did not find our CTS to be the one for you, however we feel we did NOT do anything wrong and wish the best to you. Tim [redacted] GM Goben AutomallMr. [redacted],I'm sorry that we don't feel that the CTS was in the "poor" condition as you state in your complaint.  I SOLD that CTS 4 days later to a couple from your state, infact he drove 1 hour further and raved over the condition and bought it on the spot.  I again am sorry you did not find our CTS to be the one for you, however we feel we did NOT do anything wrong and wish the best to you.Tim [redacted]GM Goben Automall

We repaired the [redacted] vehicle under our hundred day warranty that has a $100 deductible.  When Mr [redacted] came to pick up the vehicle he refused to pay the deductible and made a scene in our showroom.  We gave him his keys to prevent a further scene as we had other customers.  Mrs [redacted]...

called at a later date to schedule another service appointment.  She was told that in order to do this they still owed us a $100 deductible from the last service appointment.  Mr [redacted] then called back and said to [redacted] that he did not know who he was [redacted] with.  At this point we ended our relationship with the [redacted]. We would be willing to work with Mrs [redacted] but there needs to be no more involvement with Mr [redacted].  In order to do future service work with Mrs [redacted] a $100 deductible is owed and a $100 deductible would need to be paid in advance. If Mrs [redacted] is interested in doing this she can contact our [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We initially got a call from Mr. [redacted] saying his car has “completely leaked ALL of its oil out”. So we immediately got him a loaner car, and made an appointment. As it turns outThe vehicle had ALL of its oil, and the dip stick was hanging out. We could not find...

any other issues with the car. On a Saturday shortly afterwards Ireceived a phone call which went exactly like this: “hello  goben cars” in which she replied “ you guys were supposed to fix my [redacted] car!!” at which point I told her “do not swear at me” and she responded with “you can buy the car back you f[redacted]!!” and she hung up. So shortly after that Mr. [redacted] called back and said that sometimes his fiancé gets upset. I then explained to him that NOBODY talks to people like that and expects results. I then told him that if he called back on Monday, treated my staff with respect, and did not bring his fiancé in, our service manager would set an appointment for him. He then called our East side location and started misrepresenting the whole situation. He was told to call the West side where he bought it and make an appointment. He never did. Mr.  [redacted] has been told at least twice to call and make an appointment. We cannot fix his car if he will not set up an appointment. If Mr. [redacted] treats my staff with the proper respect we will fix his problem, if there is a problem. If he or his fiancé wants to talk to me or my staff like the way I was treated, I would advise Mr. [redacted] to stay away from my store. I have been running a car dealership for the better part of 22 years. I can tell you that this is the first time someone, whom I have never even met, would treat me like that on the phone. I will be the bigger person here and do exactly what my warranty says I have to do, to the letter. It is a $100 deductible plus sales tax. There will be no loaner car given out.

After talking with [redacted] we found that she had an extended warranty that covers the issue she has been having. She told me that she was happy and was going to close her complaint with the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]Revdex.com, I have several issues in regards to the response from Goben. They immediately address the coolant of the vehicle. The coolant was checked several times to see if that was the problem. The coolant overflow where it is typically checked was full. We had a oil change done within a few days of it overheating- we would've been notified if it was unsafe to drive if there were no coolant. Plus, they are indicating that the car might not have has any for a month. There is no reason to claim we had been doing such a thing except to try to place blame on someone other than themselves. Nowhere in the response do they show us how the car was thoroughly inspected before it was sold-which is what I have been trying to state all along. Instead, it seems like they sold a car with a severely compromised radiator. When we were at Goben we asked several times if the car had been checked out. As I previously noted, the mechanic at [redacted] said he noticed that the car didn't create enough heat. The car was sols AS IS. At the time of sale, we understood the AS IS meant it had passed their standards which obviously don't have anything to do with how efficiently the engine ran. This issue did not start while we were driving it, but after speaking with the mechanics, it is clear that the car was never in good and safe condition from the time of sale. I have a 3 year old daughter and I myself am in a wheelchair from a SCI. If there was a concern, I should have been notified. Since they didn't disclose, they either didn't check the vehicle thoroughly enough before listing it for sale or selling vehicles with underlying problems has become a habit of theirs. I would have immediately address the heating issue if I had known that the vent's air was an indication-but like I said I was assured that I wasn't to worry. Anything that happened in the aftermath is a result of an incompetent inspection at the dealership. Anything stated about work done on the car as "good will" was not about treating me right, it was meant to put a band aid on the problem resulting from the inability to stand behind their product. I too am sorry we got involved with them from the point of sale.[redacted] S.

We have done everything in our power to help Ms [redacted].  When she first brought in the vehicle we replaced her front rotors, spark plugs, right rear brake caliper, and put on 2 new tires on the back.  All of this was done to go above and beyond for Ms [redacted].  None of this stuff is...

covered by our warranty.  She next brought in the vehicle because it was pulling to the right. Again this is something not covered by our warranty but we took her vehicle to [redacted] and got an alignment done for her.  We normally have a $100 deductible and did not charge her for that.  She called again complaining about pulling and grinding noises.  She wanted to return the vehicle.  The manager Scott explained to her that we would not do that but she could bring it in and we would again take a look at it and fix it for her.  She was not happy about that and was extremely rude to Scott.  She decided to make an appointment with us anyways.  We took the vehicle to [redacted] and did another alignment, did a transmission flush, reset the transmission, replaced the rear rotors and pads.  We also put on 2 new front tires for her.  This was a month after the purchase of the vehicle and once again we charged her no deductible and basically just did those things to make Ms [redacted] happy.  Now Ms [redacted] has new tires and new brakes.  Every time Ms [redacted] comes in she comes in with an attitude of entitlement and is outright rude to all the people that are trying to help her.  We are very easy to work with and go out of our way to help out customers.  The problem with Ms [redacted] is that nothing is good enough for her. If Ms [redacted] has an issue that is covered by her warranty we will be happy to help her out with it.  We are done going above and beyond for someone that has no appreciation for it.

The complainant is not a customer of Goben Cars.  The vehicle was actually sold to a Ms. [redacted] AS-IS.  She had issues with the vehicle, which we covered without charge to her.  She has a bad U joint and drive shaft, which is not covered under any 100 day power train warranty, which...

this vehicle did not come with.  Bottom line, whether or not if this vehicle did have a 100 day warranty is irrelevant, as drive shaft and u joints are not a covered item under our 100 day power train warranty.  A blank warranty was sent along with Mr. [redacted] stating exactly what would be covered had the vehicle come with a warranty.  Mr. [redacted] on his way out told potential customers to not buy a car from us at which point our relationship is over.  Goben Cars is not interested in doing anymore good faith work to said vehicle.[redacted]GM

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID...

[redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The General Manager says I understand Goben Cars View. No, I dont The situation was not handled correctly. I wasted time and money to travel to Madison to find the car in poor condition. Not like the salesman had stated many times.For $122.45 they should make it right if they are a honest company.
Regards,
Ted [redacted]

1/18/2016[redacted]’s boyfriend stopped by the dealership to talk about the issues he was having with his girlfriend’s car.  He stated that she was having issues with the cooling system of her Dodge Journey and needed to replace the heater core.  He asked if we could replace the heater core if...

he paid for it.  I stated that we don’t usually do cooling system repairs here and that we usually send them up to[redacted].  I told him that [redacted] would most likely be his best choice to get the vehicle repaired for a reasonable cost.  He said that he would contact them and he appreciated the help.  At that point he proceeded to look at a new vehicle with one of our salesmen.1/19/16We received a complaint from the Revdex.com regarding this issue.  I called [redacted] regarding this issue and explained that her boyfriend stopped by the dealership and we had talked about the problem.  She stated that she did not want to pay for the repair of the problem.  She said that she had not had heat in the vehicle since she purchased it.  I asked her why she didn’t contact us right away regarding the heat issue and she said she had other repair shops look at it instead and felt it wasn’t a major issue.  [redacted] purchased the vehicle January 30, 2015 (almost a year) and this is the first time we were aware of any issues with the vehicle.  The customer stated that they had the vehicle checked out at a Ford dealership who told the customer that the vehicle had some sort of previous head gasket repair (by dumping stop leak) into the cooling system.  I explained to the customer that Dodge has had some cooling system issues with their vehicles and that sometimes the coolant can gel up in the cooling system.  If the vehicle was taken to the Dodge dealership they would know right away if it was a manufacturer issue.  This is not something a Ford mechanic would be aware of since they do not have access to the latest information & TSB’s from Chrysler.  When the vehicle was inspected January 21, 2015 we found no issues with the cooling system and found it to be operating correctly.  When the vehicle was sold a 30 day / 3,000 mile powertrain warranty was included.  If the customer had contacted us during the warranty period we would have been more than happy to resolve the issue.  We never had that opportunity and we were never contacted until today.  Due to the fact we are way out of warranty the best thing we can do is direct the customer to a Dodge dealership or [redacted].

The vehicle was in an accident.  It happened after I purchased the vehicle.  It happened while Goben Cars had the vehicle to install a remote start.  The vehicle front end is not smashed.  I can't view the response to my complaint.  The grill was never fixed after the accident at Goben Cars while the remote start was being installed.  The dent in the fender was fixed.  But has now cracked in the same place of the original accident.

I was broken down on the side of the road on Wednesday August 12th 2015, When 2 men pulled up behind me and asked me if I needed help (my guardian angels!) it was Carlo's and Dean from Goben motors!!! They stayed with me the whole time and they called Goben and spoke to Brandon, and asked him to bring over a battery for my truck unfortunately it wasn't the battery it was something else which had nothing to do with Goben, it was another company who worked on my truck 2 days prior, but they let me keep the battery! who does that?? well Goben did!! : ) Brandon also had Carlo's take me to work so I could continue with my day! : ) I bought my truck 2 years ago in February so I had no warranty left on it, they didn't have to help me but they did! they said they saw it was a Goben Car and decided they needed to help me : ) as far as I'm concerned Goben goes above and beyond for the customer! I will never go anywhere else for a vehicle in the future Goben is #1 on my list and I will be recommending them to all of my family/friends : ) I just can't thank you enough! thank you so much Carlo's, Dean, Brandon and Goben for being absolutely Superb!!!! 5 stars all the way!!!!!.

Review: I bought a Car from Goben and it seemed like a great deal. 2 days after I bought it, it started making a serious burning smell. I figured it was engine cleaner when they detailed the car. The smell kept up and I took it to a mechanic that I know to take a quick look at it. He deduced it was the OIL VALVE COVER that was leaking oil which was leaking onto the hot engine. I took it in and after it took them 5 days because they were repaving the entire driveway, they called me that monday and told me that it was my dipstick that was loose and the engine was losing pressure. RIGHT. So I called them again and asked them to fix it again. As you can imagine, i'm upset by this point and how do they respond? I dont care who you take it too, WE ARE NOT FIXING YOUR CAR. My car is still under its 100 day warranty. They have to fix it.Desired Settlement: I want my car fixed and repair anything that needs to be fixed.

Business

Response:

We initially got a call from Mr. [redacted] saying his car has “completely leaked ALL of its oil out”. So we immediately got him a loaner car, and made an appointment. As it turns outThe vehicle had ALL of its oil, and the dip stick was hanging out. We could not find any other issues with the car. On a Saturday shortly afterwards Ireceived a phone call which went exactly like this: “hello goben cars” in which she replied “ you guys were supposed to fix my [redacted] car!!” at which point I told her “do not swear at me” and she responded with “you can buy the car back you f[redacted]!!” and she hung up. So shortly after that Mr. [redacted] called back and said that sometimes his fiancé gets upset. I then explained to him that NOBODY talks to people like that and expects results. I then told him that if he called back on Monday, treated my staff with respect, and did not bring his fiancé in, our service manager would set an appointment for him. He then called our East side location and started misrepresenting the whole situation. He was told to call the West side where he bought it and make an appointment. He never did. Mr. [redacted] has been told at least twice to call and make an appointment. We cannot fix his car if he will not set up an appointment. If Mr. [redacted] treats my staff with the proper respect we will fix his problem, if there is a problem. If he or his fiancé wants to talk to me or my staff like the way I was treated, I would advise Mr. [redacted] to stay away from my store. I have been running a car dealership for the better part of 22 years. I can tell you that this is the first time someone, whom I have never even met, would treat me like that on the phone. I will be the bigger person here and do exactly what my warranty says I have to do, to the letter. It is a $100 deductible plus sales tax. There will be no loaner car given out.

Consumer

Response:

Long story short, in the 3 months we have owned the vehicle we bought from given, we have spent over $300 in services that were promised that they had completed prior to sale, another 800 in repairs for problems that immediately developed after purchase and one of those issues is still recurring. We have made 3 payments and have come to the point we need to cut ourr losses and trade it in aon another vehicle at anther dealership. I recommend finding a different dealer that actually sells reliable cars and performs maintenance work that they promised.

Review: I bought a car from Goben the end of July. About 2 weeks after I purchased the car the alternator went out. The warranty on the car is only for the power train. The dealership is not willing to do anything about the cost for the alternator except take off the tax and labor charge which I don't feel is acceptable since I had just purchased the car when it happened.Desired Settlement: I would like for them to replace the alternator at no charge.

Business

Response:

After talking with [redacted] we found that she had an extended warranty that covers the issue she has been having. She told me that she was happy and was going to close her complaint with the Revdex.com.

Review: We bought a van and we were told that the spare key and the owners manual would be found in the glove box. We left and I opened the glove box and the key and owners manual were not in there so we turned around and went back. I went back in and they gave me an owners manual from a different van they had there but said that this van didn't have another key and the we would have to purchase one. Two weeks after owning the van we went and had another key made for $281.13 because I believe that you need a spare key. After owning the van for three months I was cleaning it and found a package in the stow and go section of the van. It contained the owners manual and the spare key. I called and asked for a refund for the spare key we had made because we would not have needed that key if the sales people would have know where it was in the first place. I was told that they are not sure how it was missed upon inspection and that I just have bad luck and there was nothing they could do for me.Desired Settlement: I would like a refund for $281.31 for the spare key I had made that I would not have needed.

Business

Response:

Revdex.com- I have received a complaint today from the Revdex.com. I personally talked with Ms [redacted] on July 2nd, 2013 regarding the key issue. I feel this complaint is very unfair. We were very clear during the sale that we only provide keys/owner manuals for the cars that come with the cars from the lease company. Sometimes that means there is only one key. We are a small dealership that has little mark up in our vehicles and we warranty our cars after the sale. We were very clear about this issue before, during, and after the sale agreement. No promises were broken and we have done everything we said we would do per the sales agreement. Finding an extra key after the sale is a bonus and I would think that it would make her happy. Sometimes we get keys a few weeks after the sale and we forward them on to the customer. I have never had a customer complain that they got an extra key. We are sorry for any bad feelings Ms [redacted] may feel because of this. She did really get a good deal on her car. Thank you.-[redacted]