ComplaintsforOak Motors, Inc.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the service I have received at your establishment. My car has been in your shop for over three months, and throughout this time, I have been given the runaround regarding its repairs. Every time I contacted your team, I was informed of a new issue, none of which were communicated to me clearly or in a timely manner.I would like a detailed explanation of why my warranty was not honored, a timeline of the repairs made, and a final resolution as to when I can expect to have my car returned in proper working condition. I also request that the repair costs incurred due to this delay be reviewed, as I feel some of them may have been unnecessary.

  Business response

  10/25/2024

  She has also been kept updated. This customer's car came in for a no crank no start on 8/13/24 it had a bad starter and needed a RL once repaired car had low compression and needed an engine. The engine was declined for warranty on 8/29/24 for no oil change proof because the ones she sent over were fictitious. Then we sent over a repair loan for engine repair and decided to give customer a loan which was approved on 9/12/******** were ordered on 9/12/24 it took several days to get here, then once repair was started we ran into other parts that were needed, turbo lines, gaskets and each time its taken over a week to get these parts from ******.  Customer was not under warranty due to her lack of oil changes.  This is a ****** Juke with a special engine,  so parts were hard to find.  The car is being worked on now.

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Camaro from Oak Motors in June, put 3500 down never missed a payment completed oil changes scheduled maintenance full synthetic oil premium gas. Babied the car, end of September after having it for only 3 months the check engine light comes on, then 5 minutes later starts blinking. I pull over have it towed to shop. wait 2 weeks to have it diagnosed, they tell me cylinder # 2 Coil, Plug, Vacuum Pump, Pc hoses but good news the engine is still good. The day the car was supposed to be finished nobody called me so at 5pm i call them and am told my engine has no compression and i need a new engine. They originally told me my engine was fine then two weeks later tell me its blown and i have to go to the back of the line again to wait to have my vehicle serviced. How long i ask? 3-5 days to get parts - then 2-4 weeks to get the engine put in. After already having the car for 2 weeks. I told them if they car was properly diagnosed the first time i would have my car back already they need to order the motor and put it in when it arrives putting me at the back of the service line again because of incompetence isn't right. I then ask what about the rental car my agreement says i will have access too? You'll be put on a waiting list to get a rental car, your about 4-6 people back. I say that's unacceptable i need a car. I am still making a weekly car payment to Oak Motors even though i don't have a car. I am still paying full coverage insurance for the car i don't have and paying 370/week for a rental car so i can take care of my family and pay my bills i have upheld every part of my agreement while oak motors has tried to squirm out of every responsiblity the boast about in their advertisments, Then they tell me the ********* they are putting in isnt new at all it has ***** k plus miles on it. They do not do what they say they are going to do nobody returns your phone calls, and customer service is a joke. i will be strongly recommending people not to buy OAK

  Business response

  10/18/2024

  After investigation, we are sorry that this customer's experience was less than favorable to him. Extensive diagnostics and service work were needed on this car.  We have now gotten approval on the engine through warranty just yesterday and we have ordered the engine. Given that it will be covered under warranty, we hope that this will satisfy the customer's position. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car broke down only 2 months old no rentals available engine is busted

  Business response

  09/27/2024

  Customer came in this week with overheating issues and low oil. We found that this ******* is under special recall for engine. We took the car to ******* after talking with the customer and her son. ******* is installing new engine under recall. Customer does not have insurance for a rental. Hopefully, ******* will fix the recall issue and return her car promptly. 
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They've had my car for 6 weeks change one part on it that wasn't it told me it was the motor put a motor in it still won't start they don't know what's wrong with it they said they had to call somebody else in last couple times I've called they put me on hold and then someone come along and hung up the phone and when I do finally talk to somebody they can't give me any information they say no new updates I've had to shorten my hours trying to find a ride home it's affecting my stomach worried about my vehicle it's the only transportation I have

  Business response

  07/26/2024

  The customer is correct when she says we have had her car for a long time.  She could not get a loaner because of her insurance not covering the loaner.  The vehicle has an intermittent short between the *** and camshaft sensor.  We are sending it to the dealer so they can pinpoint the short in the harness.  We updated her this week, as the service manager just got involved yesterday with the tech.  We hope to have this resolved soon.  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently got a car from oak motors and its been a complete nightmare since the first payment! I got a car from them on 4/29 a ***** Equinox 2011. The car broke down the next day going to work! I returned the car and they put me in a new car immediately. So on 4/30 Im in a ***** Cruze LT 2014. A week having a different car it overheated. They service the car on 5/09 replaced hose and added antifreeze.. everything was fine for a week and half almost 2 weeks with no problems then overheats again. This time I take pictures n make videos because it shouldnt be doing this so soon. So I get it serviced again on 5/23. This time Im hot and ****** off because they just drove the car and never actually fixed the car they had multiple people drive the car to see if it overheated. All for me to send it in again for a 3rd time on 5/31 because Im losing antifreeze and engine is misfiring. I even had a third party look at it which was a friend. Spoke with service told them everything wrong with the car because ik and worked on cars before so I get ****** when people lie to me! I talked to them today and said they couldnt find a problem so they didnt fix or replace anything. I spoke with sales service and finance! Nobody can accommodate me with a car, nobody can service the issue or even refund me my money back. Ive made each payment on time and allowed them to resolve the situation all for them to tell me my car can be repossessed which is crazy because I havent missed not one payment! Another option was to part ways meaning no refund and it wouldnt go on my credit.. or pay a 250 tow fee to a different lot to not even guarantee they can put into something. To have 2 cars in 30 days and 3 services is unacceptable! Still have 36 months warranty or ****** miles which ever comes first! Engine and transmission is covered so Im confused why service wont do their job! Im still coming out of pocket to get to work still have the car! I jus want a reliable car or money back!

  Business response

  06/07/2024

  Customer originally purchased an Equinox, and due to early service issues, we traded him into a Cruze.  Apparently, customer is unhappy with the Cruze, and complained of it overheating several times.  We had the car towed into service twice only to find out that there was nothing wrong with it. Our ****************** head personally analyzed the car and found nothing wrong with it.  The customer has requested an SUV, but the company is not in a position to offer him a trade for that kind of vehicle.  

  Customer response

  06/07/2024

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 
  
  Regards,
  
  *********************

  
  

  Business response

  06/10/2024

  The company has nothing to add to the original response. 

  Customer response

  06/17/2024

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  See attachments for pymt records
  
  Regards,
  
  *********************

  
  

  Business response

  06/18/2024

  The company has nothing further to add to its response. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a complaint with the attorney ************** against oak Motors and they released me out of the contract and said they would not report it to the credit bureaus, they have put it on my Credit as a repo and gave me paperwork stating that this deal never happened.

  Business response

  04/25/2024

  After investigation, it was found that the customer is in default of her original contract, as well as in default of her repair loan, and not paying for her CPC insurance on the vehicle.  Nevertheless, *** explored the option of trading her vehicle for another one, but those negotiations fell through.  *** also decided to offer the Customer a mutual release and take the vehicle back into its inventory, meaning she would not be responsible for the original or subsequent promissory notes going forward.  However, the complainant never signed the mutual release and stopped communicating. Thus, it was reported properly as a repossession. 

  Business response

  04/25/2024

  As soon as I hit "submit" on my last submission, new information came to light.  Apparently she did sign the mutual release later than what was offered to her.  On that basis, it was recoded as "Paid in Full; Zero Balance."

  Customer response

  04/28/2024

  Here is the document from Oak Motors.

  Business response

  05/02/2024

  Yes, the information has been updated with the credit bureau.  

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2012 ********** Outlander Sport SE that I am currently making payments on through ********* and the finance company being, Indiana Finance. As of February 29, 2024 the transmission and drive shaft went out. I was instructed and suggested by my finance manager, *******************************, to send the vehicle to the ********* service department to be diagnosed and possibly worked on. I called the service department and they sent out a tow truck to have my vehicle towed to their location to be looked at. I was also told by *******, that it could possibly be traded because the payoff amount was at a good standing point and once it was diagnosed I could receive a rental until my car was fixed. ********* Service department took about 2 weeks to get the car diagnosed and looked at. On the mean time I went to Enterprise and have been renting out a vehicle for about 3 weeks I. Which I have spent over ***** dollars on. Once the vehicle had been diagnosed and an estimated price had been given the service technician told me I could trade the vehicle in. I even called the sales Manager to start the trade process only to be told I cant because theres too much negative equity on top of needing to put ***** down payment (in which I explained to them was spent on the rental out of my own pocket) and that a down payment was not mentioned for me to trade my current vehicle. I even suggested maybe a new settlement amount due to the transmission and drive shaft going out. But still not good enough on top of the lack of communication and what would be done but hasnt. I am being overcharged for the vehicle and its a 2012 and no one is making any effort to help me come to a resolution.

  Business response

  05/02/2024

  The customer bought the ********** Outlander on June 13, 2022, and at that time it had ****** miles on it.  The car was brought in for service for transmission issues on March 1, 2024 with ******* on it. A day after the car was brought in, the customer was priced for a repair of the transmission but declined to take the services.  The account was delinquent at that time, and it eventually lead to repossession. The repair issues were diagnosed to be the enormous amount of wear and tear associated with the number of miles put on the car since purchase. We are amenable to setting up a payment plan for the deficiency balance. 

  Customer response

  05/02/2024

  Oak Motors never gave me a reason as to why the transmission and drive shaft wen out but instead offered twice by the finance account manager and the service **** manager to trade the vehicle in due to the amount of the vehicle remaining and stated it was at a good point to trade it in. I spoke with a sales manager and was told Id have to put more money down ($2,000) to get a new vehicle meaning trade it in. I was also told Id have to wait to get a rental from ********* until there was a diagnosis which took 2 weeks and ********* dragged their feet on that. I went and got my own rental from **********. I spent $1800 on that rental and that was during the time in which ********* Service Dept had my car and took their time on diagnosing. I have since received a letter stating the vehicle has been sold and havent been told that the vehicle was repossessed. ********* charges way TOO much for their vehicles. In essence, Im looking to get a new vehicle as promised without a down payment. 

  Customer response

  05/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Oak Motors never gave me a reason as to why the transmission and drive shaft wen out but instead offered twice by the finance account manager and the service **** manager to trade the vehicle in due to the amount of the vehicle remaining and stated it was at a good point to trade it in. I spoke with a sales manager and was told Id have to put more money down ($2,000) to get a new vehicle meaning trade it in. I was also told Id have to wait to get a rental from ********* until there was a diagnosis which took 2 weeks and ********* dragged their feet on that. I went and got my own rental from **********. I spent $1800 on that rental and that was during the time in which ********* Service Dept had my car and took their time on diagnosing. I have since received a letter stating the vehicle has been sold and havent been told that the vehicle was repossessed. ********* charges way TOO much for their vehicles. In essence, Im looking to get a new vehicle as promised without a down payment. 
  
  Regards,
  
  *******************************

  
  

  Business response

  06/07/2024

  We don't have any updated information regarding this complaint.  The enormous wear and tear on the vehicle is the most likely reason behind the repair diagnosis, which the customer declined.  We stand ready to enter into a repayment plan. 

  Business response

  06/07/2024

  I responded to this complaint just now in a different thread. 

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle on January 20, 2024 started having problems with it not long after that I reached out to the sales manager to explain the issues that we were having my wife travel down to ************** the whole time she was smelly exhaust fumes in the vehicle, jerking in multiple directions, and there was fluid leaking so after canceling and to see the vehicle under its warranty, they finally got the vehicle in on February 14 and we received it back on February 20. My wife then traveled back down to ************** on the 22nd and still continuing to smell a very funny odor in the car and on a sidenote, we have told them that there is something wrong with the backup camera, and the radio cuts off and when the radio cuts off it also cuts off the charger to charge your phone. They said that its not their problem, they will not fix it even though it could be an electrical issue so when my wife arrives down to **************, she goes to get her vehicle there next day and her car is starting to shift so she drove it back to her parents and parked it back at her parents' house. Upon checking the vehicle there is still leakage coming from underneath the vehicle and there is no transmission fluid, so the car was drivable because we did not know why the transmission fluid keeps coming out of the car and where it was going the fluid was all over the side of her car, all underneath the side of her car all on top of the engine. The car dealership upon our warranty made it very clear after we had told them that this car has multiple issues, we would like a refund or different car. They denied both. We asked if they would be willing to reimburse us for a car rental, they said they would talk about it with upper management and let us know well my wife had to come home we had no choice but to rent a car. My mother had to help me with her credit card because I was traveling out of state that cost $305.$.99. They told us that they werent paying nothing back on that. It was not their fault to remind you that they told us the first time the car went into the shop that they overlook all their vehicles and that there was nothing wrong with this car now theyre telling me that the CV axle came loose on the transmission is what was causing all the transmission fluid. They said those just come loose well upon researching they do not just come loose. They have to be clamped in. They did not do their job. My wife couldve been seriously injured, or something happened to that car with my children in it. We have been without a car for over a week. They will not give us a rental from there a lot they have been absolutely horrible. They sold us a vehicle. That is not drivable. The car is still in ************** at another mechanic shop. They said that obviously it was under warranty so that would be paid for but the problem that were having is that weve already stressed and so many problems with this car has gone on looked and unnoticed and they did not care to the point where it nearly left my wife stranded twice and weve had to pay out money because of their negligence. As of today March 3rd, I still have no car and no idea what is going on with my car that is still in **************.

  Business response

  03/18/2024

  The Customer did buy in January, and was a previous customer on another car that ended up as a repossession.  They did bring the car into service shortly after purchase, and we did some bushing on the front end. Then the customer took it to **************.  They called IFC and sent numerous emails that the wife's parents were giving them a car and they demanded their down money and their trade back.  They said there was something that was wrong with the car they purchased.  We made contact with them and had the car taken to a repair shop in **************.  The owner of that facility said that the CV axle was in need of replacement.  By then IFC was involved, and this customer did the same exact thing with the first car we sold them.  They kept saying they did not want the car and demanded their money back from the purchase.  At the end of the day, the car was abandoned at the repair shop in **************.  We sent a Repo order to the garage owner in **************, and then we went and got it and paid the shop bill on it.  In summary, the car was abandoned in **************, and we went and picked up our collateral.

  Customer response

  03/18/2024

  We left there because it wasnt drivable and was told to leave buy the service department cuz it wasnt drivable then we said we decided to keep it I have all emialst

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was towed to Oak Motors 1/31. They told me they would not get to my car until 2/8 I called 2/8 and they told me my car was assigned to a tech but no diagnostic yet completed . Feb 9th he told me what the issues were Battery ($326) VVT ($206) Brake booster ($557) oil cooler $(961) all there was another issue ($981) he said that could be covered ($981) if I show proof of oil changes ALL my oil change receipt was in my glove box I told him to get them and he claimed there was only ONE receipt I went to the shop and they dont keep records of oil change Moving forward I agreed to the repairs (3031) Feb 12 they still had not sent the paperwork to Indiana Finance as I was getting a loan for the repairs I was in constant contact with my Acct Manager Feb 14 still nothin They finally sent the paperwork 15 Feb 19 called to see if the parts were ordered Called and spoke with ******** and he said they are waiting g for part Called my account manager told her no update is available She said she will reach out. ******** called me 2 hrs later and said his mistake they have the parts He then told me my car would be ready by Friday 23rd Called Friday around noon and he said it should be ready at the end of the day or he would call Received a call Friday at 5pm he said they had to connect some hoses and top my fluids and car would be ready Monday ******** called Monday at 1 pm and told me while they were working on my ************* g happened and my engine BLEW!! He went on to say since I could not prove the oil changes I was responsible!! How did we get from hoses and fluids to engine failure!!! I have been in contact with Indiana Finance thru the entire situation and I keep getting we are meeting with the director of oak motors for resolution!! Here we are 4 WEEKS later and I have no car!!!! They pushed 1 payment back and I made my payment last week. I feel that since I am a woman they are trying to take advantage!!! The service department associates are very rude

  Business response

  03/04/2024

  Oak Motors has been in contact with the customer and, upon information and belief, she is satisfied with the outcome of the dispute. 

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/15/2024 I dropped my truck off for my appointment for the next business day . My truck had no heat I had already started putting money into it myself. I explained to the service manager what was going on and that its freezing in the truck my grand kids rid with me and I tow cars with it . I was told the next day my hvac wasnt working and it cost ****** I explained I didnt have it . I to had to talk to my account manager. I have no complaints about him what so ever he did all he could do . The problem is I have to pay for the part over a period of time had to pay ************************************ playments and still have no heat the service manager isnt friendly at all . I make my living from the truck explained that I hadnt been able to work because of not having my truck. But and I havent ever been late . Then my oil was changed w/o my consent I had changed my oil 3 to 4 weeks before it went to the shop I use a synthetic blend royal purple . Im going to be with out my truck again for how long I dont know ? Everything is by appointment and its 2 to 3 days before they can look at it . I cant afford to make my payments when Im having use of the truck . One thing is for certain and 2 things for sure they didnt make sure the heat was working before returning back to me . Again my problem isnt with my account manager its with the service department. And the service writer rude. Ive been around cars and have worked at dealerships. So its not like i dont know what Im talking about . Next time you ***** the oil a do date is to be placed in the upper left corner . I had talk to them before this about no air you cant place a car on the late to be sold and not check any of this .

  Business response

  01/30/2024

  This issue is being resolved to the customer's satisfaction as I type this.  The part that was installed last week was faulty, and we are installing a replacement under warranty, and the customer is informed. 

*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. ↩