ComplaintsforCarHeroes Inc

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to Car heroes on August 19, 2024 to look for a vehicle that night I met with **** one of the sales **** we put in an application for a compass limited edition 2018. I ended up signing for the vehicle that night because he told me it wouldnt be available the next day. That night, while driving the vehicle off the lot, the vehicle wouldnt accelerate past 35 mph on top of that the radio was broken and not working. I told this to **** immediately after that the car has had multiple issues which Ive also made him aware of, the dealership as well they have Take the vehicle back and traded in for another vehicle or simply give me the money back and let me get a vehicle elsewhere. I have reached out to on multiple occasions and he continues to leave me on read. When I took the vehicle to them, they told me dont worry about anything. Were gonna take care of everything and were gonna get your car running properly that has yet to happen and it is now November 21 of 2024. I dont think its fair that this dealership Thinks its OK to sell cars that are not running properly and continue to collect money on these vehicles. Some people are stuck with a vehicle that is not working properly The day that **** made me call the finance company and lie to them saying that the car didnt have any pending repairs so that the funding would go through so that they can get the money to fix the vehicle. They got the funding from global lending service and have yet to hold up their end of the deal of having all the repairs done on the vehicle. I also have this in text messages with the representative from Carheroes. On August 19, 2024, I put down $1800 and every month since then Ive been paying 375 towards the loan and the vehicle is still not running properly.

  Business response

  11/23/2024

  We have traded this customer out of their current vehicle that they were concerned about and they are extremely happy now. Please mark this complaint as resolved. Thank you!

  Customer response

  11/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joharelys *********

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 18, 2024, I purchased a 2021 **** F-150 XLT, with the extended "bumper to bumper" warranty. I paid $3,816.00 for this warranty from First Mile, sold by the dealership.When I purchased the vehicle, the dealer guaranteed that the warranty was bumper to bumper coverage and that it was guaranteed because he himself was who paid for repairs.I brought my 2021 F-150 in for the second time to a **** dealership due to many issues, the technicians ran a diagnostic and found many issues which the warranty company does not want to pay for to repair. I contacted the dealership about the issue and they promised to help resolve the issue. The solution was to come trade in my vehicle and get another one. They made it seem like they were really here to help since I am a retired military member. It's all a scam.

  Business response

  09/23/2024

  Dear *********,
  Thank you for taking the time to share your feedback regarding your experience with our dealership. We take all customer concerns seriously and have thoroughly reviewed your complaint. Upon investigation, we found several inaccuracies in your claims. The *************** Contract (VSC) you purchased is Platinum coverage, which covers everything within the terms and conditions of the contract excluding Wear and Tear, which is common with all service contracts including manufacturers warranty. Wear and Tear is not covered. Upon reviewing the claim, everything submitted by the **** dealership was due to Wear and Tear, not mechanical breakdown. Specifically, the Fog Lamp was denied because of moisture intrusion, in short, theres a crack or leak in the fog lamp and water / moisture got in. This is considered wear and tear. Furthermore, the Back Glass was denied because the Seal is broken. Again, Seals are considered wear and tear items. Most importantly, for avoidance of doubt, the *************** Contract does not cover wear and tear items. All repairs submitted to the *** company were items that broke due to wear and tear, and this was determined by the **** dealership that submitted the claim. Moreover, we are really here to help, which is why the first claim you submitted on 05/14/24 for an electrical repair was approved for $1,199.71 because it was due to Mechanical Breakdown, NOT wear and tear.
  
  If the repair is due to mechanical breakdown and is a covered item based on the terms and conditions of the contract, it will be covered. If the repair is due to wear and tear, which is excluded, it will not be covered. Again, this is common amongst all Service Contracts, including Manufacturers Warranty.
  
  With that said, if your desired settlement is to get a refund for the Service Contract, you can cancel the Service Contract at any time by contacting the dealership directly and requesting a cancellation form to sign and return to **. All cancellations are pro-rated, which is also standard with any service contract. Keep in mind, you have already used the Service Contract once before for a repair that was considered mechanical breakdown and it paid $1,199.71. The *** company will factor your previous $1,199.71 claim into the pro-rated calculation based on the terms and conditions of the contract, which is normal.
  
  In short, what could actually be considered a scam is using a product once before that paid $1,199.71 on your behalf, then trying to use the same product a 2nd time for a repair that clearly wouldnt be covered due to wear and tear which a 3rd party **** dealership verified with you, and then getting upset because the 2nd repair wasnt covered due to obvious wear and tear and expecting a 100% full refund for that product even though it did exactly what it was supposed to do and you already used it before for $1,199.71 and can still use it in the future as long as its not for wear and tear.
  
  We understand your frustration Christian, but if your expectations are for the *************** Contract to cover wear and tear items, or for the dealership to cover wear and tear items 6 months after the sale and 6 months into your ownership, its your responsibility. With that said, as youve seen before and as evident in your first claim of $1,199.71, the *************** Contract does cover mechanical breakdown and will pay for repairs due to mechanical breakdown within the terms and conditions of the contract. 
  
  If youd like to cancel the Service Contract, please contact the dealership directly and well process the cancellation with you after you sign the cancellation form. Thank you.

  Customer response

  09/30/2024

   
  Complaint: 22318217
  
  Hello,

  Thank you for your quick response to my concerns.  I appreciate you taking the time to look into my claim and respond from your perspective. What I am curious about is some of the inconsistencies in what I was told by your organization prior to me contacting the BBB in comparison to your most recent response. 

  When I originally called, I was told that you all were unable to help me because you were just the dealership and the warranty company would not give you any information. However, now that I have gone through the BBB, you all were able to pinpoint exactly what my claims were in order to tell me that they were all wear and tear. How is that possible if you weren't able to originally able to get information from the warranty company to shed light on my situation? What I also find curious is how I have such MAJOR wear and tear issues after just 6 months of owning the truck. Never, in the 25 years that I have owned a vehicle have I ever had this significant amount of wear and tear on a used vehicle or other wise within the first 6 months.

  What really bothers me is that I found you all on truecar military and **** said multiple times "we take care of our military " so I trusted when he said the warranty covers everything bumper to bumper with the exceptions of brakes, belts, and oil changes. That is my fault for taking someone at their word instead of reading the fine print. I was also told the warranty would cover a rental during repairs, that was a lie and pretty embarrassing that ********** of ******************* felt so bad for me and this terrible warranty that they helped with the fee for my rental car that the warranty wouldn't cover. 

  At this point, I'm not trying to get the money back on the terrible warranty, but I want is for you to hold yourself accountable and be honest with people, especially military about what the warranty actually offers. 

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

  (MSgt/USMC Retired)

  Business response

  10/01/2024

  Dear *********,
  

  Please see below for our response and as stated in our previous response, there were many inconsistencies in your claims and you intentionally omitted important information that is pertinent to your claims such as previously using the Service Contract that paid $1,199.71 in claims already, but claiming it's a terrible service contract.
  

  1. The information we provided you regarding your Service Contract claim is the same information ********** of ******************* was provided by the ************************ since they are the dealership / service center that submitted the claim and they should have provided you that information since they are the servicing dealer that submitted the claim. Moreover, the service center, in this case, ********** of ******************* should have advised you why the claim was denied, in this case, due to wear and tear. Typically, when you go to a dealership's service center, and they submit a claim that is denied, they don't return your vehicle to you and state the claim was denied without an explanation. Furthermore, the customer usually asks for an explanation of why the claim is denied. In short, the service center that is servicing the vehicle that submits the claim receives the reason for denial and 99% of the time, they instruct the customer why the claim is denied, in this case, due to wear and tear. If you didn't receive that explanation from ********** of *******************, you should have, since they are servicing the vehicle and they submitted the claim. This is standard operating procedure at a dealership's service center - they handle Service Contract claims daily in large volume. 
  

  2. As for major wear and tear issues after just 6 months of ownership, you purchased the vehicle on 03/08/2024 with ****** miles, submitted the claim on 09/10/2024 with ****** miles. In short, in just 6 months of ownership, you've already put ****** miles on the vehicle, which the average driver does in 1 year, almost DOUBLE the miles of the average driver in half the time. Again, another fact that you're intentionally omitting that is very pertinent to your claims. When you drive double the miles in half the time of an average driver, you can expect increased wear and tear in half the time as well.
  

  3. As for the Service Contract coverage, the Service Contract covers everything excluding wear and tear. Wear and tear is not limited to just brakes, belts, and oil changes, as you may or may not know. There are many wear and tear items on a vehicle with over ****** parts. For example, seals, windshield wipers, brakes, etc. This is unrelated to fine print as it was stated "excluding wear and tear". Unfortunately, you're isolating wear and tear to 3 parts (brakes, belts, oil changes) rather than acknowledging there are many wear and tear items on a vehicle and it was stated they would not be covered. 
  

  4. As for why the Service Contract didn't cover your rental during repairs, as you know, it's because the repairs were wear and tear that aren't covered by the Service Contract. The Service Contract doesn't cover a rental car for a claim that was denied for wear and tear repairs that aren't covered. Again, another fact that you're intentionally omitting.
  

  5. I'm confused how you could call this a "terrible warranty" after knowing it already paid a covered claim for $1,199.71 (a fact that you intentionally omitted in your original complaint), and repeatedly call it a "terrible warranty" but in the same sentence state "I'm not trying to get the money back on the terrible warranty" after you originally stated you were trying to get the money back in your original complaint, and then when you're offered a solution to cancel the "terrible warranty" and receive a pro-rated amount back, you deny it and don't want it? If the service contract is a "terrible warranty", why would you keep it? Why wouldn't you cancel it if it's so terrible and receive your pro-rated amount back?
  

  Based on the above and our previous correspondence, we don't believe you're acting in good faith, you were originally looking for a free refund after 6 months of ownership with double the miles of the average driver (****** miles driven in 6 months) on wear and tear items that you knew were not covered by the Service Contact, and now after that has been established, trying to blame the dealership as dishonest even though you've acknowledged that you were told the Service Contract covers everything excluding wear and tear items.
  

  Sir, we hold ourselves accountable which is why we've taken the time (hours) to research your claims and more hours to respond to your claims. We believe you need to hold yourself accountable and accept responsibility as well, specifically that you're pushing repeatedly on something that is your responsibility 6 months into ownership and that is not our fault because the Service Contract doesn't cover wear and tear items.
  

  With that said, if you do decide to cancel the "terrible warranty" and receive a pro-rated amount back, please reach out to us directly as instructed and we will start the cancellation process on your behalf. As stated, we don't believe you're acting in good faith, this will be our final response to this claim.
  

  Thank you *********, we wish you the best sir.

  Customer response

  10/02/2024

   
  Complaint: 22318217
  
  I didn't "intentionally commit" anything.  I just didn't feel the need to mention that I used it previously because it was not relevant to this claim, or maybe you can explain to me how it is?  

  I did originally want my money back, but I decided that instead of getting rid of this warranty and getting a small fraction of what I paid, I'll just keep it and HOPE it actually covers something at some point.

  This is not my first car with a warranty, so I clearly know that the portion of the warranty that I used would be deducted from the balance if I was to request a refund.  Again, not omitted just irrelevant. 

  Please don't make the mistake of challenging my integrity by insinuating that I am trying to pull one over anyone.  That would be your role not mine.  I am a person of integrity who is frustrated with the fact that this dealership made this warranty seem so fantastic when you were selling it to me but now you want to point out that it was my fault.  Yes, you are right, it was my fault for trusting your dealer and not reading the fine print.  

  Also, you mention I have driven the vehicle a lot, well when did I take the truck in for maintenance the first time?  It wasn't too long after I purchased it was it?  So again, not very good vehicles as I was told it was.  

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Violation of ******* Actionable, unfair, or deceptive acts or practices. Transpired over several days between 7/22/24 and 7/27/24 I was repeatedly denied a breakdown of fees when requested and told the agency bundles them and would only receive the breakdown on the final paperwork. Advertising did not display pre-delivery charges, e filing or tag fees and was told that they were estimates but would be adjusted accordingly under the non taxed fees estimated. I confirmed a final purchase price and associated costs verbally, through text and by email the day prior to intended purchase. I was required to provide a deposit. When receiving the final contract, the purchase price was changed to add in additional costs, inclusive of what had been agreed to be negated during our negotiations. They refused to honor the advertised and agreed upon price. Promised interest rates changed as the process went along and after I agreed to have my credit score pulled. Warranty information was not provided when requested but then my choice to opt out of the dealer's warranty was used as part of the excuse as why they would not honor the advertised purchase price. I have incurred significant costs exceeding $6500.00, including but limited to, obtaining car insurance on the vehicle as needed for purchase, travel, banking and fees to arrange down payment availability, early pay off and costs of my current vehicle with anticipation of the new purchase, a decline in credit score with 3 hard inquiries and now will be incurring rental car charges until I can locate a replacement vehicle. The practices were extremely deceptive and unfair and questionably discriminatory as fees were not applied equally to me as they have been to other buyers.

  Business response

  07/29/2024

  Hi, 

  We spoke to the customer and this has been resolved - the customer will verify this has been resolved. We did not charge any additional fees. The customer declined additional coverages and the coverages were not removed from the Buyer's Order so the final amount was incorrect. The correct Buyer's Order and agreed amount is attached. Thank you for making us aware.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought this truck on 10/28/2023 that they got in a trade in just a couple of days before. The truck was nice looking but still dirty as h*** and they needed to use a jumper to start it. They promised to take care of the battery fixing expenses. When ******* brought me the price breakdown the tag price went from $27k to $33k and I immediately noticed a couple of fees making no sense. Almost $2k for detailing and a Perma Coat / *********** treatment and other $1k in transportation fees. Since the truck I was buying was a trade in they got in house no more than 2 days previous, neither of the two fees should be applied. They gave me like $700 more for my car and masked up the fees in some weird way to bring it a little bit down. When signing all the paperwork, **** explained me everything and pushed me straight into purchasing an extended warranty. I didn't want any warranty but he convinced me about a platinum coverage for $3,461.00 . Just a few days after the purchase, I was calling to verify my coverage and for my surprise, what he actually sold me for the was a powertrain coverage instead of a platinum. He did all kind of things to try to cover his mess. I requested copy of the warranty and he falsified a warranty document and sent it to me showing my policy was platinum, and the only way I discovered the true, was by calling to the actual warranty company myself. I immediately asked him to cancel that warranty, I signed up a consent he sent me but he never cancelled the warranty. I had to call the warranty company a few days after to know it. So, I canceled it myself, straight with the warranty company. Now, its been over 8 weeks after the cancellation. The warranty company has paid the dealer but the dealer didn't return the money to the lender yet. I call the dealer and they don't respond. On 11/06/2023 I sent the dealer a copy of a new battery purchase receipt for $374.87, they said they accounting was handling the reimbursement but no answer yet.

  Business response

  01/15/2024

  We have discussed this matter directly with **************** and have agreed to his request. I have attached a copy of the checks that were sent to **************** & his lender. The below statement is what was sent to **************** on 1/12/24 and it included the tracking number to both checks. 

  "As discussed, see the attached copy of the check to ********** for your cancellation refund as well as a copy of the check to you for your battery refund. The ***** Tracking # for ********** is 789208418698, and the ***** Tracking # for you is 789207149946. We spoke to **********, they're expecting the check Monday. You should see your balance reduce within 2 weeks."

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I seen an electric car for sale online at carheroes and went to take a look at it after already contacting them letting them know that we are interested in purchasing the vehicle, but wanted to come in and physically take a look at the car and test drive. Spoke to a sales supervisor and then test drove the car. Came back to the office and had questions on mileage, the life of the battery, and price. This was my very first electric car purchase. Car was advertised with 112 miles and when we got there it was said to be at 93 miles for a full charge. I went back the next day to purchase the vehicle and drove it home. In two days I went to charge the car it said full charge at 63 miles. So I called carheroes the following day asking why is the vehicle saying only 63 miles at full charge. I hoped to get the battery checked by *** and have a recharge or just replace the battery. The following week I took the car to **** A technician at *** checked the car and the battery life. The tech explained that they are unable to recharge the battery and If so its not guaranteed to work. I have spoke with carheroes numerous of times and **** Now the car is saying fully charged with only 42 miles in the matter of 3-4 months. I feel they knew of all of this and sold me the car anyway. And i have a problem where I can barely go to a store or two and back, on a full charge. I will like to just get my money back and wash my hands of carheroes for once and will never recommend anyone there. I feel misused, misinformed, and preyed upon. I am appalled on how they do they're customers. My experience with carheroes was unjust and morally wrong.

  Business response

  02/13/2023

  After reviewing the information stated in Cherrys complaint, we have concluded this is a malicious attempt to have either the manufacturer ***** or the ********** (CarHeroes) replace the electric vehicle's battery outside of warranty and natural degradation. Furthermore, ****** was made aware of this at the time of purchase on a recorded call and is intentionally not accurately depicting what the Repair Order (**) from *** states regarding the electric vehicle's battery including it's natural degradation and it's existing ** range being within normal conditions for the age and mileage of the vehicle as well as *** attaching the owner's manual, specifically the vehicle's battery natural degradation. We have attached the Repair Order (**) from *** specific to this vehicle and issue that highlights 3 separate times in detail the vehicle's range is in normal condition as well as the battery's natural degradation being the reason for less ** range, which she was also made aware of at the time of purchase.
  
  
  Additionally, not only was Cherry fully aware of the Natural Degradation of the battery before the purchase, both by the salesperson **** as well as the General Manager *******, she even agreed to a $2,000 discount to accommodate for the decreased range, even though the vehicle was operating within the specifications of the manufacturer ***. She specifically stated she understood and she wasn't concerned with the range being less because of the natural degradation. With that said, don't take our word for it, please read the attached Repair Order (**) from *** stating the same.
  
  
  The first highlighted section in Blue states that the only codes that were found to be stored in the computer were caused by the Auxiliary Battery under the hood (normal car battery) which had already been recently replaced, not the ** battery. It also states the codes have nothing to do with the range of the car or the ** battery that powers the vehicle. The Auxiliary Battery had already been replaced and therefore no active codes were present.
  
  
  The Yellow section of the ** states that the *** ********** fully charged the vehicle overnight and it showed a range of 63 miles which is within the normal range of the vehicle based on the year and miles as well as natural degradation of ** batteries. There are many factors that affect the range of all electric vehicles including but not limited to weather and driving tendencies. This will also be highlighted on the 3rd page of the attachment which shows the Owners Manual. Per the Owners Manual, when the battery is brand new the range can vary between 62 miles and 143 Miles (highlighted in green). The *** ********** also tested the cell voltage which was 3.74-3.76 and was within normal range per the manufacturer.
  The Green section states where the *** ********** provided her with the information regarding the range configurations that were possible with an E/V Battery. They also reference the owners manual which states that Natural degradation may occur with high voltage batteries depending on the number of years the vehicle is used. This may reduce the distance to empty.
  
  The last page of the attached Repair Order is a copy of the Owners Manual in reference to the above mentioned range factors, provided by ***. Furthermore, we have reached out directly to the *** ********** to confirm the information provided in the attached Repair Order. We recommend that Cherry take responsibility for her purchase as well as the agreement she made, in addition to reviewing the information provided by *** once again. Thank you!

  Customer response

  02/13/2023

   
  Complaint: 19349804
  
  I am rejecting this response because:during the review of the specs for the vehicle before the purchase, ******* told us that the vehicle gets 93 miles and asked if I will be comfortable charging the car every about every 3 days.  I said yes.  Attached is an email sent in December 2022 informing him that the vehicle wouldn't charge above 63 miles.  It never charged up to 93 miles as he claimed.  ******* wouldn't listen to the complaint as he was over-talking me.  ******* did not explain about the degradation in detail at the time of the sale because after the purchase I learned more about it through my own research.  I called him later about decreased mileage and he advised that I take the car to the *** ****** to be checked out.  So in the company's conclusion that this is a malicious attempt to get another vehicle is false because the battery is still within warranty.  I was sold a lemon which they were aware of and should have received some type of restitution.

  Additionally, the *** ******ship told us that someone at Car Heroes changed the hybrid battery which wiped out the codes needed to exchange the electric battery.  The battery is still under warranty, but *** won't exchange it.

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

  Business response

  02/14/2023

  We have provided a picture of the dashboard at the time of purchase which clearly shows a ******* range with a 90% charge. ****** was without question, fully aware of the range of the vehicle at the time of purchase. The range and charge percentage of the vehicle are displayed on the screen directly in front of the driver and cannot be changed, hidden, or covered. ****** made multiple visits to the ********** prior to purchasing the vehicle to see it in person as well as test drive it. There is irrefutable evidence that shows ****** was aware of the range of the vehicle prior to her purchase.
  
  As previously stated, ****** continues to misunderstand what the *** ********** told her and confuse the Auxiliary Battery with the ** Battery. We have attached the copy of the Repair Order stating exactly what was explained to her by the *** **********. This repair order is from her local *** **********. To reiterate, The hybrid battery and the ** battery are the same thing and has never been altered, repaired, or replaced. The *** ********** has also confirmed that this battery is in normal working condition per the manufactures specifications. *** is declining Cherrys request for a new battery because the battery is operating within the specifications outlined by ***.
  
  To reiterate, please review the attached Repair Order for an in-depth explanation from ***. The first highlighted section in Blue states that the only codes that were found to be stored in the computer were caused by the Auxiliary Battery under the hood (normal car battery) which had already been recently replaced, not the ** battery. It also states the codes have nothing to do with the range of the car or the ** battery that powers the vehicle. The Auxiliary Battery had already been replaced and therefore no active codes were present.
  
  The Yellow section of the ** states that the *** ********** fully charged the vehicle overnight and it showed a range of 63 miles which is within the normal range of the vehicle based on the year and miles as well as natural degradation of ** batteries. There are many factors that affect the range of all electric vehicles including but not limited to weather and driving tendencies. This will also be highlighted on the 3rd page of the attachment which shows the Owners Manual. Per the Owners Manual, when the battery is brand new the range can vary between 62 miles and 143 Miles (highlighted in green). The *** ********** also tested the cell voltage which was 3.74-3.76 and was within normal range per the manufacturer.
  
  The Green section states where the *** ********** provided her with the information regarding the range configurations that were possible with an E/V Battery. They also reference the owners manual which states that Natural degradation may occur with high voltage batteries depending on the number of years the vehicle is used. This may reduce the distance to empty.
  
  The last page of the attached Repair Order is a copy of the Owners Manual in reference to the above-mentioned range factors, provided by ***. Furthermore, we have reached out directly to the *** ********** to confirm the information provided in the attached Repair Order. We recommend that Cherry take responsibility for her purchase as well as the agreement she made, in addition to reviewing the information provided by *** once again. Thank you!  

  Customer response

  02/14/2023

   
  Complaint: 19349804
  
  I am rejecting this response because: I was n fully NOT fully aware of the range of miles as Car Heroes claims in the last response. The sales manager, ******* was not forthcoming about the initial number of miles prior to the purchase.  He said 93 miles while in his office, and I have a witness to that fact.  I was not fully aware at the time of the purchase that the car would only charge up to 63 which is why I sent an email to him in December.  Since then the car decreased charge to 42 miles.  According to www.geotab.com/blog/ev-battery-health/, when looking at average decline across all vehicles, the loss is arguably minor, at 2.3% per year. This means that if you purchase an ** today with a 150 mile range, losing about 17 miles of accessible range after five years is unlikely to impact your day-to-day needs.  The ** KIA **** has decreased ****% in 4 months from 63 miles that greatly impact our travel needs.

  KIA dealership stated that because someone changed the Auxiliary Battery it wiped out the codes needed to exchange the battery and advised us to contact Car Heroes to see what can be done because "we need to be able to go from A to Z; not A to B."   We need an exchange in the battery which is still under warranty.  Car Heroes had refused to accept any responsibility for this.
  
  Sincerely,
  
  *************************

  Business response

  02/16/2023

  As stated previously,

  We have provided a picture of the dashboard at the time of purchase which clearly shows a ******* range with a 90% charge. ****** was without question, fully aware of the range of the vehicle at the time of purchase. The range and charge percentage of the vehicle are displayed on the screen directly in front of the driver and cannot be changed, hidden, or covered. ****** made multiple visits to the ********** prior to purchasing the vehicle to see it in person as well as test drive it. There is irrefutable evidence that shows ****** was aware of the range of the vehicle prior to her purchase.
  
  As previously stated, ****** continues to misunderstand what the *** ********** told her and confuse the Auxiliary Battery with the ** Battery. We have attached the copy of the Repair Order stating exactly what was explained to her by the *** **********. This repair order is from her local *** **********. To reiterate, The hybrid battery and the ** battery are the same thing and has never been altered, repaired, or replaced. The *** ********** has also confirmed that this battery is in normal working condition per the manufactures specifications. *** is declining Cherrys request for a new battery because the battery is operating within the specifications outlined by ***.
  
  To reiterate, please review the attached Repair Order for an in-depth explanation from ***. The first highlighted section in Blue states that the only codes that were found to be stored in the computer were caused by the Auxiliary Battery under the hood (normal car battery) which had already been recently replaced, not the ** battery. It also states the codes have nothing to do with the range of the car or the ** battery that powers the vehicle. The Auxiliary Battery had already been replaced and therefore no active codes were present.
  
  The Yellow section of the ** states that the *** ********** fully charged the vehicle overnight and it showed a range of 63 miles which is within the normal range of the vehicle based on the year and miles as well as natural degradation of ** batteries. There are many factors that affect the range of all electric vehicles including but not limited to weather and driving tendencies. This will also be highlighted on the 3rd page of the attachment which shows the Owners Manual. Per the Owners Manual, when the battery is brand new the range can vary between 62 miles and 143 Miles (highlighted in green). The *** ********** also tested the cell voltage which was 3.74-3.76 and was within normal range per the manufacturer.
  
  The Green section states where the *** ********** provided her with the information regarding the range configurations that were possible with an E/V Battery. They also reference the owners manual which states that Natural degradation may occur with high voltage batteries depending on the number of years the vehicle is used. This may reduce the distance to empty.
  
  The last page of the attached Repair Order is a copy of the Owners Manual in reference to the above-mentioned range factors, provided by ***. Furthermore, we have reached out directly to the *** ********** to confirm the information provided in the attached Repair Order. We recommend that Cherry take responsibility for her purchase as well as the agreement she made, in addition to reviewing the information provided by *** once again. Thank you!  

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out on Tuesday 9/13 about purchasing a 2022 **** Maverick XL. I spoke with ****. I told him I wanted to purchase the vehicle in question, and he said that sounded great and that he would send over a credit application which he did that evening. I asked if there was anything I needed to do to reserve the vehicle and he said a version of "No, we wouldn't sell the vehicle from under you." I filled out the application that Tuesday night. I heard nothing on Wednesday 9/14 and called on Thursday 9/15 morning. I spoke with ******* who informed me that the vehicle I was told was mine had been sold. They only had the next model up which they were willing to sell me but at no discount or deal of any kind to resolve their mistake. They offered what they said was a better financing rate, but it was still at a higher interest rate than I was eligible for according to their website. They kept insisting that it was my fault for not putting down a deposit, but I was not told I needed to do this by ****. Then they said that **** was new and was still learning their process which was why he had told me one thing and then they had done a different one. All of this meant that they made a mistake that would have cost me $4000 or more and they would not do anything to help fix that mistake.

  Business response

  09/19/2022

  *******, 
  
  Thank you for your feedback regarding your experience with our sales team. We've reviewed your concerns and we want to provide more insight. After reviewing your correspondence with our sales team, specifically phone calls, it appears that a deposit to hold the vehicle was originally offered on Tuesday night (9/13) during the initial phone conversation when you asked if there was anything you need to do to reserve the vehicle. You declined this option and said "No, I'll complete the credit application". We reaffirmed that a deposit is required to reserve the vehicle, to which you declined. We also reaffirmed that a credit application does not reserve any vehicle and that all vehicles are sold on a "first come, first served" basis so that it's fair for all customers. There's no version of "No, we wouldn't sell the vehicle from under you". 
  
  
  We did receive your credit application later that evening (Tuesday 9/13) but it was after we had closed for the day. The following day, which was Wednesday 9/14, the 2022 **** Maverick XL sold. Once we informed you the Maverick had sold, your response was "What are you going to do to rectify your mistake?". We reaffirmed there was no mistake, you declined to put a deposit down on the vehicle twice, and that it had sold. We offered you the other Maverick options available, which were higher trim levels (XLT, Lariat) with higher price points. Your response was "the vehicle was mine and you sold it" and set the expectation that we should discount the Maverick XLT, which has a significantly higher cost, $5,000 less to match the Maverick XL price. We declined and offered you alternative options. 
  
  
  Furthermore, we confirmed you declined the deposit twice, the deposit was explained to you, and the credit application does not reserve the vehicle. Additionally, we make every effort to explain this process, especially with new customers that have never purchased a vehicle before. With that said, it's unfortunate you chose a reactionary response, rather than responsibility. We're fair to all customers and we have processes in place to ensure that. You cannot reserve a vehicle or claim a vehicle is yours or demand price cuts significantly below cost and demand privileges or special treatment to the detriment of other customers. Based on the phone calls, we understand you were speaking with many **** dealers across the country regarding purchasing a 2022 **** Maverick XL, and they are charging $10K - $20K over MSRP and backordered for 12 - 18 months, while you could purchase a Maverick from us immediately and only pay $5K over MSRP. We understand your frustration, and we wish you the best in your vehicle search. 
  
  
  We appreciate your feedback regarding your experience and we'll continue to improve our processes and training to ensure all of our customers are completely satisfied. Thank you!

  Customer response

  09/19/2022

   
  Complaint: 18031259
  
  I am rejecting this response because:

  The sales representative never mentioned a deposit. I was not given the option of putting a deposit down once or twice, and since this is my first time buying a car I was not aware of the process. The sales representative **** specifically told me nothing more was needed and that "we wouldn't sell it out from under you." This was in response to when I asked what I needed to do to reserve the car. 

  The person I spoke with on Thursday even said that **** was new and may have misspoken about the process, but then refused to admit that a mistake has been made and kept insisting it was my fault.

  Everything said about the process after Tuesday is accurate except for there not being a mistake made. 

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

  Business response

  09/20/2022

  *******, 
  
  As stated previously, thank you for your feedback regarding your experience with our sales team. We've reviewed your concerns and we want to provide more insight. After reviewing your correspondence with our sales team, specifically phone calls, it appears that a deposit to hold the vehicle was originally offered on Tuesday night (9/13) during the initial phone conversation when you asked if there was anything you need to do to reserve the vehicle. You declined this option and said "No, I'll complete the credit application". We reaffirmed that a deposit is required to reserve the vehicle, to which you declined. We also reaffirmed that a credit application does not reserve any vehicle and that all vehicles are sold on a "first come, first served" basis so that it's fair for all customers. There's no version of "No, we wouldn't sell the vehicle from under you". 
  
  We did receive your credit application later that evening (Tuesday 9/13) but it was after we had closed for the day. The following day, which was Wednesday 9/14, the 2022 **** Maverick XL sold. Once we informed you the Maverick had sold, your response was "What are you going to do to rectify your mistake?". We reaffirmed there was no mistake, you declined to put a deposit down on the vehicle twice, and that it had sold. We offered you the other Maverick options available, which were higher trim levels (XLT, Lariat) with higher price points. Your response was "the vehicle was mine and you sold it" and set the expectation that we should discount the Maverick XLT, which has a significantly higher cost, $5,000 less to match the Maverick XL price. We declined and offered you alternative options. 
  
  Furthermore, we confirmed you declined the deposit twice, the deposit was explained to you, and the credit application does not reserve the vehicle. Additionally, we make every effort to explain this process, especially with new customers that have never purchased a vehicle before. With that said, it's unfortunate you chose a reactionary response, rather than responsibility. We're fair to all customers and we have processes in place to ensure that. You cannot reserve a vehicle or claim a vehicle is yours or demand price cuts significantly below cost and demand privileges or special treatment to the detriment of other customers. Based on the phone calls, we understand you were speaking with many **** dealers across the country regarding purchasing a 2022 **** Maverick XL, and they are charging $10K - $20K over MSRP and backordered for 12 - 18 months, while you could purchase a Maverick from us immediately and only pay $5K over MSRP. We understand your frustration, and we wish you the best in your vehicle search. 
  
  We appreciate your feedback regarding your experience and we'll continue to improve our processes and training to ensure all of our customers are completely satisfied. Thank you!

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