ComplaintsforGuaranteed Motor Cars

• Initial Complaint

  09/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was sold an add-on on my vehicle in the form of theft protection. The business didnt provide me with the service at the time of the delivery. The contract states that VIN Etching shouldve been provided, but nothing was put on my vehicle windows. The business didnt provide me with the contract for the service as well and telling it would be in a digital form. No proof is provided up to date. The business charged me $695 for no reason and is telling me will not refund the funds. Ive attached the proof below.

  

  Business response

  10/14/2024

  vin etch is not a cancelable product 

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a truck at night with clear carfax. Not true it was crashed in the front and the back which *** had inspected! Now it doesnt work anymore, I cant make it to work! I cant pay $800/month if I cant get to work. I made this purchase of truck 2 months ago so I would never have problems to work ever again. If I dont make it to work in the morning I am fired

  

  Business response

  09/10/2024

  The customer purchased this vehicle in mint condition test drove the vehicle multiple times and did purchase an extended warranty. looks like the customer is complaining about affordability issues. which has nothing to do with us. The customer haggled to get a deal to get the payment he desired. and we did our best to help him achieve that. 
  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/23/24, I purchased a vehicle (VIN: *****************) from Guaranteed Motor Cars for $47,563. The dealership advertised the vehicle as being in "excellent" condition. I arranged a Pre-Purchase Inspection at *********, a shop near the dealership. Over the phone, ********* identified minor issues but assured me the vehicle had no rust and was in good condition. Based on this, I agreed to purchase the car. However, the dealership required the identified repairs be completed before shipping, added the cost to my purchase price, and paid ********* directly. ********* then waived the inspection fee and did not provide a written inspection report.Upon receiving the vehicle on 9/1/2024, I discovered extensive rust throughout, including the frame mounts, rear shock mounts, struts, rocker panels, body panels, and interior footwells, indicating the rust had penetrated the car's interior. This rust was not disclosed and renders the vehicle unsafe to drive. I contacted the dealership immediately, but their response was dismissive, downplaying the rust and asserting the vehicle was in excellent condition. They have ignored my follow-up communications.The dealer's website claims their vehicles come with comprehensive warranties and undergo rigorous inspections. However, instead of including a warranty, they attempted to sell it to me at an upcharge, which I declined. It now appears the dealership may have orchestrated a situation where I wouldnt receive the inspection results in writing, raising concerns about potential collusion with ********* to mislead me about the vehicles ************ the photos saved from the original ad, rust around the front windscreen is not visible, suggesting the photos may have been manipulated. My pictures clearly show rust in these areas, further indicating deceptive practices by the dealership.I request that they either arrange for the pickup and return of the vehicle with a full refund or cover the complete cost of rust repairs.

  

  Business response

  10/14/2024

  the customer made a purchase and scheduled his own pre inspection at his shop of choice. all vehicles are sold as is and is stated to the customer which he also was offered an extended warranty and declined.
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car 7/31/2024 drove it home then the car stopped working the dealer took it back twice and still same problem now they are telling me there is nothing they can do. I drove the car less than 50 miles

  

  Business response

  10/14/2024

  already settled situation with customer she recieved her vehcile in great condition with all repairs done at no cost to custumer 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to purchase a vehicle and was also using my vehicle for a down payment **** was selling me a ****** 2018 pathfinder I drove it home for my title it seemed find but after a couple of days wen I put it on the road every light came on and to turn right there was a loud noise that came wit that the tired were dry rooted the brakes made a noise the axle was noisy so on the third day I returned the car and he stated its under warranty but in three day ****** dollar car and Im using the warranty so he stated he would fix all the problems I left both cars and returned for mines chyrler 200 he stated try the pathfinder all the problems Wer fixed on that Wednesday July 3 but none but the brakes Wer fixed so on July 5 I return and told him I just wanted my car back but I did look at other cars but the payments were to high so I just wanted my car back but he stated no on July 1 I had all ready canceled the deal at my bank because of the problems at that time I thought he was selling me a ****** dollar lemon no deal just give me my car and **** still have my car

  

  Business response

  10/14/2024

  cusotomer already settled with this situation 

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Originally I gave this dealer a 5 star review, but will now be giving a 1 star and if I could 0 star due to them stating they will install new tires when in fact they installed used ones and along with them blowing on the highway less than 7 miles from the dealership.We are out of state buyers and requested the dealer to install 2 new front tires prior to actually purchasing the car. We gave them a week to sort out our requests and came back to pick up the car. They repeatedly said they installed new tires, but looking closer the tires they installed were manufactured MAR 2021 which is definitely not new (did not notice until examining pictures again).These tires blew up right when we came off the highway ramp suggesting low tire pressure. Either thats from tire rot or something causing low pressure.They then sent a tow truck to send to a tire shop to install tires where they said they were out of new ones so they could only install used ones, but once we got home, we can call MJ to discuss installing new tires. Since we were out of state, we let them install 2 used tires on the front so we could head home.We called the next day and MJ would not agree to install new tires for us and insisted that the tires they installed the first time around were new even though on the *** code, you can see they were manufactured in MAR 2021. New tires should not have this date.I suggest to everyone to not get fooled by their initial customer service (good up until the incident) and to avoid this dealership.

  

  Business response

  07/29/2024

  Before the time of sale the cusotmer was promised 2 tires to be replace and we did replace them with used tires as promised. The customer left the dealership knowing they are used tires in excellent condition. After the customer left looks like the hit a bump in the road and popped the tiree theres know way the tire becamed that damage with out hitting something at all and they kept driving on a popped tire. 

  Customer response

  07/30/2024

   
  Complaint: 22055535
  
  I am rejecting this response because:

  
  At time of purchase, we requested the front new tires to be replaced, but in the businesss latest response, it said we requested used ones.

  The latest phone conversation (that we have a recording of on Saturday 7/29/2024 8:35 pm) shows sales manager MJ admitting verbally he installed new/brand new tires not once, but many times and he repeatedly says they are brand new tires. The photos we have, show that the tires are used tires (manufactured MAR 2021 with worn treads) so they did not install new ones. So it shows the dealership installed used ones despite the customers request for new tires.

  We assumed the installed tires were new because it is what we requested and they repeatedly said they had put on new tires as requested. This is very deceitful tactics and taking advantage of the customer. During previous conservations as well, they stated they would install new tires. The latest phone conversation and their latest BBB message shows the deceitful nature of this dealer.
  Sincerely,
  
  **** ****

  

  Business response

  10/14/2024

  customers complain is not accurate we helped with them getting towed at our cost to a tire shop on got the tire replaced for them at no charge to them 

  Customer response

  10/20/2024

   
  Complaint: 22055535
  
  I am rejecting this response because:
  My complaint was old tires were installed when new cars were requested. Once the tire blew up that the dealer installed, they replaced it with used ones and told as they would handle it once we reached home. Once reaching home, they would not honor their agreement. Phone conversations by the dealer repeatedly mentioned that new tires were installed, but they were used tires. Deceptive practices in selling cars.
  Sincerely,
  
  **** ****

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought a vehicle from this business. The day we bought it, they did not do any service on the vehicle. Zero maintenance on it when we bought it. They kept prolonging the date past their warranty date of return for our vehicle to get serviced. They told me to bring the vehicle 3 hours before the service man was even in. I brought two young children with me and they didnt make it a priority to take care of us. They were caught up on talking about their vacations and who left home early the day before. My vehicle has been there for 2 days and they refuse to give me an update on the vehicle. They put us on hold more than 5 times that we called. They purposely pushed our service date back so we wouldnt be able to return the car if we no longer found it satisfactory. This business needs to be looked at ****.

  

  Business response

  10/14/2024

  The customer came in asking the wrong people about the situation. We had our service advisor talk to them after finding out what their situation was, and solved the situation. 

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Refusal to Provide Approved Paperwork: Despite requesting approved paperwork from the bank containing my information, Guaranteed Motors Cars repeatedly denied access. This lack of transparency raises concerns about the legitimacy of their financing process.Unsolicited Late-Night Contact and Deposit Request: On March 28, 2024, after emailing the owner with concerns, I received a phone call from the dealership at 10:30 PM, requesting additional information and a deposit for a vehicle they had not processed. This aggressive solicitation demonstrates a disregard for professional boundaries.Attempted Billing for Pre-existing Body Damages: During the purchase process, Guaranteed Motors Cars suggested I pay for pre-existing body damages before finalizing the purchase. These damages were not disclosed upfront, and the dealership's request is deceptive.Unauthorized Credit Check on Co-Buyer: Without consent from co-buyer, the dealership personnel took my co-buyer's information at 10:30 PM and conducted a hard credit pull, violating consumer rights and breaching privacy.I request that the Better Business Bureau thoroughly investigate Guaranteed Motors Cars' practices and take appropriate action to rectify these issues. Enclosed are relevant communications and documentation.Thank you for your attention to this matter. I trust the Better Business Bureau will take swift action to address these concerns.Sincerely,T. *******************************

  

  Business response

  05/16/2024

  Out of state customer and He applied online and got rejected for financing by the lenders
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I began an online conversation with **** from Guaranteed Motor Cars in *********** ******** on January 11, 2024 following a lead on a 2023 Dodge Durango I saw on the Cargurus web page. **** and I communicated via text and phone. We had several correspondence regaurding the cars condition and price. **** send me pictures and video all the while assuring me the car was in perfect condition inside and out. We settled on and agreed price and arranged to have the car delivered to my house since I live in ********* and the car was sold in *********** received the car on January on Saturday the 20th of January. Upon delivery of the vehicle it appeared the car had been in a hail storm with several small dents covering the car. It also had a pretty significant scratch on the left front bumper that was painted over with what appeared to be house paint. Upon further review the drivers side seat belt was not in working order due to molding falling off on the interior. I took the car to the automotive shop the following Monday only to find out that this car had not even had an oil change in preparation of sale. In the following day the cars bottom molding and wheel molding began to fall of at which time I took it to the autobody repair dealer to find out it was missing several clips and rivets that hold these pieces on. The Autobody shop stated it had been taken apart and poor PDR was attempted and then poorly put back together. I called **** and he stated he was sorry and that he would make it right. upon sending him and estimate for repairs he has stopped communicating with me.

  

  Business response

  03/18/2024

  Vehicle was sold and everything was in the photos advertised. 

  Customer response

  03/18/2024

   
  Complaint: 21265172
  
  I am rejecting this response because: This vehicle was not sold in " as is " condition.  It was told to me in a text that this vehicle was in perfect condition absolutely nothing wrong with it. Clearly the evidence suggest it was in a hail storm and a poor attempt at repair was made actually causing more damage to the parts that were taken off for repair, as reported in the autonomy repair shop listed above. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/22/2024

  the vehicles are photos high resolution photos all our cars are in as is condition but like we explained to her if she brings the car out here we can take care of it with our pdr guys 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/15/23 bought a car I can't get a title to. I have talked with ************* who says they don't have an *** number. Guaranteed Motor Cars from *********** says they need the *** number and SOS power of attorney which I refilled out online. I have a copy of this filled out in my original paperwork. Automotive ******************** ** says they can't process the title for ******** without it. Meanwhile, I have a car I am paying insurance on that I can't drive. Also, discovered when I took the ***** to the dealership in *************, ** that they did not do the recall on the gas tank straps like they said they did. They sold the car to me with an open recall. I specifically asked if the recall had been done because ***** is doing a buy back if it couldn't be fixed.

  

  Business response

  04/04/2024

  everything was taken care. of for the customer for our out of state deals we use a third party registration company and their process to get the out of state deals done takes longer than usual but everything is processed

  Customer response

  04/04/2024

   
  Complaint: 21248539
  
  I am rejecting this response because: The dealership was told to mail the title paperwork to the ** SOS by the ******** SOS. They sent a title from ******* dated from year 2020. There was a newer one from ** dated 2023. ** SOS sent everything back to them and told them they need the newer one. Ive been told they have now applied for a duplicate title. As of April 4th, I still have no title and cant plate my car. There is no excuse for it to have taken this long. It will be 4 months on the 15th. ******************** says they have 21 days to supply a title and MI SOS says 30 days. They need to take ownership of the problem and get me my title. I will be pursuing legal action for damage I have suffered because of them blaming this problem on everyone else and not fulfilling the contract that I signed with them in good faith that the car was ready for sale. I still have no title so no they have not solved the problem.
  
  Sincerely,
  
  *********************

  

  Business response

  04/22/2024

  everything was taken care. of for the customer for our out of state deals we use a third party registration company and their process to get the out of state deals done takes longer than usual but everything is processed 

  Customer response

  04/22/2024

   
  Complaint: 21248539
  
  I am rejecting this response because: as of 4/21/2024 The ******** Secretary Of State is trying to help us. The dealers finally sent another title to the ******** Secretary of State. However, they didnt include any of the money due to process. The lady at the dealership doesnt know how much to send. **** at SOS here in ******** is going to call the dealership and let them know how much they were supposed to send and find the title they sent to see if it is the right one. I was emailed a picture of the title and it looks like they are trying to not title it in the dealership name. They are trying to go from the owner in ******* to us. I dont know if MI will allow this. But as of today the car sits in the driveway unable to be used. It has been over 4 months now since we bought the car. Also, discovered they have a law suit against them from 1/24/24 of this year. Not a reputable dealer and should not be accredited by the BBB.
  
  Sincerely,
  
  *********************

*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. ↩