ComplaintsforReal Value Auto

• Initial Complaint

  04/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please refer to attached word document below. Thank you

  On January 16, 2024, I purchased a used 2007 ****** ******. The car had 156,000 miles and was priced at $6995. I paid a cash downpayment of $1350 that went towards the price of the car. I also purchased gap insurance on the car. On the morning of February 10, 2024. I was driving the car, and it began to smoke and caught fire. Fortunately, I was able to get out of the car without sustaining any injuries. I have pictures of the car engulfed in flames. I notified my insurance agent to file a claim that same day and informed Real Value Auto sales of the incident on February 14, 2024. I was informed by my insurance company the car was a total loss. I contacted **** at Real Value Auto Sales that same day and made him aware. I also inquired about my $1350 down payment, being that I did not have the car for a full month when the incident occurred. I was told by **** the salesman who sold me the car that my $1350 down payment would be used as a credit for another vehicle for equal or lesser value.
  I did agree to the arrangement until **** retracted his original offer and told me that I would only be able to get a car that was traded into their lot by private owners. These cars were more expensive anywhere to 50,000 plus more miles. I was upset to say the least. I told **** this was not fair, and I should not have to be out of more money. He then stated, “Well why should we take this as a total loss I can’t get guarantee anything”. After rounds of going back and forth and having to endure his rude and belligerent behavior, I decided to call their second dealership in Council Bluffs. I spoke with ******* and asked for contact information for the owner ****** *****. She advised that she could not give out his contact information but wanted to know what she could do to help. I gave a recap of the entire incident along with my encounter with the rude salesman ****. She stated that she could contact the owner a let him know about my complaint and concerns regarding the car. I asked how long it would be before the owner would respond. She advised a few days for a return call. She advised that the owner had cancer and was undergoing treatment, and that was the reason why the owner did not directly speak with customers. I found this extremely odd. I gave her my contact information to pass along to the owner. I highly doubt she contacted the owner. Mysteriously enough she called me back 15 minutes later and stated that she had to beg the owner for the following options: Option 1 2015 ***** **** with 205,000 miles and put another $500 dollars down monthly payment $305. Option 2 a ***** ******* she was unable to give current mileage or monthly payments also required a $ 500 downpayment. She then informed me I would not be able to drive the car because it was not on the car lot. Option 3 a 2014 **** valued at (7995) with 177,000 miles monthly payments $340 and it would require $500 down. I let ******* know the car options presented were way over my budget. I asked again were there any cars on the lot equivalent to what I had. She then stated I spoke with the owner, and these are your only options available to you. I asked how I could be certain the car would not catch fire or breakdown. She then stated that that she could tell the previous owner took good care of the car.

  Business response

  04/29/2024

  I am responding to this customer's complaint on behalf of Real Value Auto, in order to continue our ongoing effort to remain in good standing with the BBB. 
  
  The vehicle in question did in fact start on fire approximately 30 days after the purchase date. Prior to this incident there were not any mechanical issues brought to our office's attention. We were not in possession of the vehicle, nor the one driving it at the time. There was an insurance claim filed and no fault was found on our end or the insured, ultimately resulting in a total loss. 
  
  There was NOT a statement made by ANY employee that the customer would receive a credit from the original down payment. Going by customers' own admission; we tried to work with them on getting a vehicle with a lower down payment, and even providing a discount in relation to the down payment under the circumstances. The customer was not happy with the vehicles that we were able to provide at that time. 
  
  Real Value Auto acted in good faith in the entirety of this transaction. We will not be responding to this ****er again going forward, and consider the case to be closed. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid my car off on 8/28/2023, At this time is when I asked for my title for the vehilcle and my spare key. I was told that it woudl be at the 35th street location and that I could pick it up in a couple of days. On 10/09/2023 I called them to see about getting an appt. for the check engine light. Even though my car was paid off my engine was supposedly still under warranty so I was not required to pay for labor. When I called I spoke to ***** who was very rude and unprofessional when I told him about the check engine light and attemted to get an appt. for it to be repaired. He told me that the warranty was only to cover internal issues with my engine and not a check engine light. I replied with, How would you know that it's not an internal issue? You have not even looked into it yet. I proceeded to remind him that the engine was under warranty and that they should honor that. He replied by saying "Ok, then how about there is no warranty." I said wow ok, so now you are going back on your word and what we agreed on? He proceeded to act clueless as if I did not have a warranty so I asked for the money back that I had been paying on the engine which was $200 which would leaveme to still owe $700. He refused so I said ok and hung up the phone. I ended up getting my care repaired at ****** **** which cost me $493.00. In late December I contacted the 35th Street location to let them know that I was on my way to pick up my title and spare key. They let me know that it was not there and that they would contact the 16th Street location to inquire and would give me a call back. When they called me back they told me that the 16th Street location is refusing to give me my title until I pay them $1,370 for repairs. After that they sent a threatening letter to my mothers home demanding $1,370 knowing that I do not live there. At this point I just want the title and spare key and for them to cover the remaining balance of repair cost.

  Business response

  02/20/2024

  This customer should have been paid off on 6-30-23. Our in house warranty ends on the due date of the last payment. This customer made their last contract payment on 8-28-23 which was nearly two months after the contract should have ended. We still replaced her engine, covering not only the labor, but also half the cost of the motor at that time. The engines that we get have warranties on them, but they only cover internal defects but nothing with sensors etc. We will be attaching a signed payment arrangement showing the customer owing $1370.21 on the engine install and paying $100 towards it. The customer also owed a previous repair amount of $199.86 that was not paid in full. The customer has only paid $190 towards these two repair bills. The full remaining balance owed is $1380.07. Even if the customer is correct on what they owe, they still owe us money. We will be attaching a payment history listing showing this as well. We are still owed and that is why we are not releasing title or spare key at this time. We will be attaching all proof needed and will not be responding further. Thank you.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I delivered my 2008 **** **** over 2 weeks ago for repairs, they still do not know what's wrong with it and they keep buying parts for it before informing me of such transaction. I'm responsible for the parts they buy I would like to be informed beforehand. They will not provide a loaner vehicle or reimburse me for a rental

  Business response

  04/12/2023

  The customer and Real Value Auto are in communication regarding this matter. We are actively working to resolve the secondary mechanical issue as we did the engine timing as he requested and an independent shop recommended as well. As the customer stated in his communication with the BBB, the issue between "us" is resolved. Thank you in advance for your time and consideration-

  Customer response

  04/12/2023

  The response is satisfactory and I'm satisfied with the results 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩