ComplaintsforR&B Car Company, Inc.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I bought a car in June 2024 from R&B Car Company in ***********************. It was sold with one seatbelt that was nearly cut in half and some rusted paint/was in need of body work being done. R&B promised to fix these issues for of charge. As we are now in October neither of those issues has been fixed. We have texted and called ****** the salesman for weeks and keep getting ignored. We have attempted to reach ****, the manager and he refuses to call us back. We spent almost 30k on this car and we feel duped. Selling a car with a safety issue such as the seatbelt issue seems like a huge liability and we would like either the money to fix it or the issues to be resolved as promised ****.

  

  Business response

  10/16/2024

  Dear BBB, Thank you for your inquiry regarding the complaint filed by **** **** on complaint. We have investigated the matter thoroughly and have taken steps to resolve the issue to  **** ****'s satisfaction.fixing the seatbelt and the paint work that was in the due bill. We have reached out to **** **** to confirm that the issue has been resolved to their satisfaction. We have attached a copy of our correspondence with **** **** for your review. We value our customers' satisfaction and are committed to providing excellent service. We appreciate the opportunity to address this matter and have taken steps to ensure that similar issues do not occur in the future. Thank you for your attention to this matter. Sincerely, Rick H*****, Manager, R and B Car Company.

  Customer response

  10/17/2024

  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. I appreciate R&B, especially Rick going above and beyond for us to resolve the issues. 

  
  

  Thank you.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2 weeks after purchasing the span, I've had problems. Car place promise to fix and Declined sending it out to be fixed. It's been sent out ************** just to be returned with the same issues.

  

  Business response

  05/20/2024

  Unfortunately with the limited information provided here i was unable to find a ******************************* by name in our system.  If the vin was provided or possible other names that this vehicle might be contracted under, i could provide a response.

  Customer response

  05/20/2024

  The name the van is under is *************************** and *************************;

  

  Business response

  05/29/2024

  We are sorry for any inconvenience that you have experienced. Sorry to hear that the Chrysler did not meet your expectations.We strive to ensure every customer is happy with their purchase, and it's clear the Pacifica hasn't lived up to this promise in your case.R&B has worked closely with ******** on any issues she has experienced with the Pacifica.R&B has helped with getting ******** claims covered on ******** behalf, as well helped financially participating in the repair costs previously.Trading the van for something different is an option that has been worked on before, and unfortunately not able to come to agreement with ******************* the van was purchased May of 2023, miles have been added to the vehicle, the value has depreciated.******** has stated she wants the full amount she financed back as trade.******** when purchasing the van, financing included purchase price, Taxes, Title fees, Bank fees, as well as the Service Contract, with $0 down payment.Attached you will find records of the Pacifica in question, service records before and after the purchase by ********.You will see the service work covered by and help given by R&B to fix any issues ******** was having.It has been 6 months since hearing from ******** that there were any continued problems.Also, you can see the vehicle was recently in an accident, which can affect used car values, and future mechanical problems.Lastly there is showing the Pacifica was just recently serviced by Chrysler themselves in April. Nothing noted or stated that there were any continued issues. R&B loves its customers and will always try to go above and beyond to help with any issues that occur during or after the sale.If ******** is continuing to have mechanical issues, we would be happy to assist to have the van looked at again by the Manufacturer.To cover again, R&B is happy to take the Pacifica on trade and get the best Market value for it on another vehicle to ********'s liking.

  Customer response

  05/29/2024

  When I spoke with the owner on May,21 he was very rude to me and told me to Shove it. I said that's not very Business appropriate. I did reach out to the Sales guy (****) when It  acted up. And I was told to pull the lever. It's an easy for now And never heard another word from them. Yes they have tried to fix it. I had been asking for them to just do an Even trade, take the Pacifica, and the remaining balance and let me get something different.Sense November of last year. I never heard anything from them about it. **** also Promised to fix my backup camera that has never worked since I bought it. He was fully aware of it and he kept putting it off. Because he wanted to get this other problem. Result first here I am with both problems not resolved. 

  
  
  

  

  Business response

  06/11/2024

  R&B Car Company loves its customers and will always try to go above and beyond to help with any issues that occur during or after the sale.  If ******** is continuing to have mechanical issues, we would be happy to assist in scheduling to have that van looked at again by the Manufacturer.  R&B Car Company is happy to take the Pacifica back on trade and get the best Market Value for the Pacifica on another vehicle to ********'s liking. ******** just had the Chrysler serviced at Chrysler, if she is having issues after Chrysler looked at it, ******** should take it back to Chrysler.  R&B Car Company is happy to help scheduling this appointment if she cannot herself.  The attached conversation from ********, was just **** telling her how to get vehicle in to drive to take to service department.  It was not a suggestion on how to fix permanently.  Once again, R&B Car Company is happy to take the Pacifica back on trade toward another vehicle.  ******** is free to reach out to ****, and he will proceed on doing so.

  Thank You,

  R&B Car Company

   

  Customer response

  06/17/2024

   I am rejecting this response because:
  
  I have tried Reaching out to **** as he said to do to get the van in to be looked at and he never answered the phone nor does he call back. I want the van ****** in with no balance left. I gave been going back and fouth with them for over a year now. I asked **** many times about them taking it back they have Drug their feet on it, now want to give me a Trade in with leaving me money to pay left on the van. I don't fell that's right when I didn't even have the van 2 week when I started to have trouble with it 

  

  Business response

  06/28/2024

  To Whom It May ********************** Car Company feels bad that ******** is having issues again with her Chrysler Pacifica.  R&B tries it best to help with issues after the sale of their vehicles.  As stated previously, ******** has had her van serviced recently at Chrysler, and now states she is having mechanical issues.  R&B Car Company is happy to inspect or help scheduling her Chrysler for service at the Chrysler dealer she was just at for service.  As also noted, there was no issues reported at this service appt with Chrysler on the Chrysler.  As far as the matter on trading the van back to R&B, R&B Car Company is happy to take the Pacifica back on trade toward another vehicle from R&B.  R&B has recorded phone lines, and have no records of phone calls coming in from ******** or ****** in the last 60 days in records.  This back and forth, is getting worse than ***************** and *********************** debating.  ******** has had this vehicle for over a year now, R&B is happy to give ******** the best trade value possible for this year!

  Thank You,

  R&B Car Company

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About 9 months ago I bought a 2018 f250 and I purchased a warranty for *******. My truck is paid off and I went to the dealership to get a refund after being pro rated on my warranty. I was told it is non refundable. I called the warranty company and they said it is up to the dealership if they want to give it back to me. I have bought two vehicles from them and never had this issue before, nor have I had this issue with any other dealership. This is so wrong!! Please help!! Thank you.

  

  Business response

  12/14/2023

  Per the warranty contract he has signed that was provided, the warranty contract is only cancellable within ************************************************************************* Total Loss.  I've spoken to the warranty company personally and requested their notes from the phone call he is referencing to the subject that they told him it was under our discretion, this statement is untrue as here is the notes from the phone call.

  ********************* spoke with ******************** on 12-6-23, he referenced that we told him warranty cancellations are only available within 30 days per the contract.  He wanted to verify if that was correct, they informed him it was.  He then requested a copy of the contract emailed to him, ********************* stayed on the phone until he received the email and then responded with "I will be taking this to my attorney to read" and hung up.

  Customer response

  12/14/2023

   I am rejecting this response because: I just talked to R&B this morning 12-14-23. She did say it is non refundable because its been longer than 30 days. I asked her if I bought my truck from them would I of got this warranty money put over on my deal. She said yes for a ***** transaction fee. So to me this looks like if I buy from them it gets refunded but if I buy from another dealer its non refundable.. very un happy costumer..
  
  
  

  

  Business response

  12/15/2023

  Yes, if you trade in and purchase another like kind vehicle with R&B the warranty is transferred over to the other vehicle with a ***** transfer fee.  It is still not able to be canceled though, as it would still be out of the 30 days cancellation window.  But you would retain the remainder of your warranty onto the newer vehicle you purchased.

  Customer response

  12/15/2023

   I am rejecting this response because: I know every dealership I have worked with Ive the last 15 years have always gave me my refund if I traded or paid off early. I also know that this dealership will not refund me this. If ******* means that much to them, then keep it, they know that it will cost more than its worth to take it to court. I do know that I will never buy another auto from this dealership. Im not happy with this but I cant fight big business. Never again with this dealership!! 
  
  
  

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******************************* the owner of ***** **** where we bought our 2021 *************, has the threatened my life and to *** me because he doesnt like the review I left on all 3 of his companies sites. Heres what I said:We bought a 2021 ************* from **** on 7/6/23. We were told it was accident free, even showed us A CARFAX. Not the Carfax to our vehicle. A few weeks later the collision warning starts going off when there is nothing around the car. Which causes car to brake hard, and almost caused accidents. I texted **** about the is***s and he never responded. So, I take the car to the *** ********** in *************, and they discovered not only has my car been in one wreck, it had been in 3 accidents! Causing major damage to the frame (bent), front crash bar bent and front struts/mouths are damaged. They never fixed this and now its unsafe to drive. Nor did they disclose, per the law, severe frame damage. Matter of fact he lied straight our faces that it had never been in any accidents. *** ********** also saw that our tires are worn completely down. Oh and because of the previous accidents, the radar/sensor is facing down, which is $1,788 to fix and NOT COVERED BY the 5k extended warranty we bought. Not even covered from ***s existing warranty. Total as of now without frame repair, we are looking at 3k to fix everything. Now why would someone get financed for 40k+ and want to shell out more money to make it whole again? The answer is WE WOULDNT HAVE BOUGHT THE ****** It should have been totaled out. So, there is deception, fraud and unfair sales practices going on through this **********. They covered up the true car history to us just to make a big sale. We have contacted an attorney because the condition of this car could have killed our family of 5. Total financed is $47,165.00. We have paid 2 months of on time payments of 837=$1674. Spent 285 for oil change, 3k needed to make car safe to drive thats not covered by our extended warranty we paid 5k for.

  

  Business response

  11/03/2023

  To Whom It May *************************              R&B Car Company understands when things go wrong, it is always hard and inconvenient to the customer and their family!  R&B Car is sorry to hear that ******* has had issues with your *** after the purchase.

  
                 ******* had purchased the vehicle in July 2023, and first brought to R&B the attention that she had a service issue in October 2023.  R&B Car Company had advised as it was a dynamic cruise laser adjustment, that it would need to be taken to *********** for that to be looked at.  On Wednesday the 25th ******* had come into R&B Car Company stating she had her car looked at by *** and at that moment informed R&B of her issues.  R&B immediately concerned with  *******'s issues, scheduled a service appointment for Friday the 27th.  As R&B was just as concerned by what ******* was describing as to what the issues she was seeing.  

  
                On Thursday the 26th, ******* started to make online complaints, reviews explaining her issues as well.  R&B Car Company at that point tried to reach out to *******, and she had started to block phone calls from R&B Car Company.  At no point has the owner ******************************* ever spoken with *******, over the phone or in person.  ******* had blocked communication from R&B Car Company with phone.  The only way R&B was able to reach out to ******* was through ******** messenger.  We had expressed concern as well as reminding her we had an appointment to look at the vehicle the next day, 26th.  As well offered to set an appointment while here for service, to meet with and see about trading cars for different, and ******* responded "No Thanks".  And as the day went along on the 25th ******* had created or used multiple social media profiles, and harrased, threatened and made false claims about R&B Car Company and staff.  To continue, ******* continued to send requests to employees' family members on social media.  At this point R&B Car Company is considering filing for a restraining order against *******.

  
  To further go over *******'s concerns, we have attached records.  That includes the *** in question, being inspected at the New Car ****************** 4 days before her purchase from R&B Car Company.  The vehicle was a Carfax 1-Owner, local trade, inspected by *** for resale.  All vehicles sold by R&B Car Company are listed online with attached FREE CARFAX for everyone to see and inspect.  R&B Car Company has no way to alter, switch in any way the Carfax listing, as it also includes the *** to each specific vehicle.  Yes, the carfax showed 2 previous accidents, one in showing Minor and the second lists minor to moderate.  If any frame damage is not listed at all in carfax reporting, as it would, had there been any damage or repair made from these resulting accidents.  Carfax also shows the ********* still has remaining factory warranty coverage until ****** miles or 5 years from 02/24/2021.  

  
                    R&B has been in business for 20 years, has multiple locations, locally owned and operated.  R&B Car Company is vey community involved and believes its customers are its most valuable asset.  In every situation, R&B Car Company has tried to do its best to help resolve customers' issues and concerns.  R&B Car Company does apologize that ******* has had issues with the ***, and feels mistrust towards R&B.  R&B wishes the situation had turned out better for *******, but has been unable to help, as ******* has not been cooperative in trying to better the situation.
  Please see attached, carfax report, warranty information, previous *********** before sale of *** ********** ***** history Guarantee.  We do appreciate your time looking into this matter.

   

  R&B Car Company

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2020 ***** RDX on 10/17/2022 from R&B Car Company in **********. I was told I had a full factory warranty, which was a huge selling point for me. A week or so after I started noticing the navigation/radio was going in and out. I knew I had a warranty so I figured I would take it to an ***** dealer to get it fixed. I finally was able to make it on 8/25/2023 and on 08/28/2023 I got a call from the ***** dealership telling me I did not have a warranty and they could not work on my car because it was ********. When I went back and picked up my car they asked me if I had purchased the car from R&B and I said yes and they continued to tell me that my car has been there before for the same issue and they were informed that the warranty was not good and they could not fix the car. So R&B sold me this car knowing this information and never said anything. I would have not purchased it with a known problem or without the warranty I was promised. on 8/31/2023 went back to R&B to talk to them about this and they would not do anything other than telling me they would give me significantly less money than what I paid. I than informed them that they knew about this because that is what the dealership told me and that my car had been there before. The sales manager just looked at me and said that must have been a different R&B Location. In my eyes they are all the same company and they switch vehicles on the lot all the time, I know this because this is the third vehicle that we have bought from them. I am very disappointed in all of this. In order for me to get the Navigation issue fixed I was told I would need to take it to ******. I did also confirm with ***** that the warranty is voided and R&B would have needed to get a compliance letter and a warranty transfer for it to be valid.

  Customer response

  09/19/2023

  Yes I am looking for a partial refund as the car was sold to me as it had a warranty and it doesn't not.

  

  Business response

  09/25/2023

  We are handling this issue internally with the customer at this time. 

  Customer response

  09/28/2023

   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.

  
  

  Thank you.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the car December 2022 from ***** car company in ****** ******* through a loan. I asked when I bought the car if it had ever been wrecked, because that was a deal breaker for me. I was told that it had never been wrecked. I looked under the hood of the car on Saturday may 13 2023 and I seen that the car had clear signs that some parts were salvage parts. So I did my own car fax search. The car had been wrecked on October 4th 2020. The car fax stated that the car had disabling damage and was towed. After finding this out my grandpa called them as he is my cosigner. My grandpa explained the situation and included that if we can't come to an agreement he would take legal action. The response from the company was that the car was never wrecked and that they would no longer have that conversation and proceeded to hangup on **. This is information that needs to be disclosed during purchasing and it was not. I will be asking for a refund and I no longer will be doing business with this company.

  

  Business response

  05/24/2023

   

  To Whom It May ******************************* and To Whom It May ********************* Car Company is sorry to hear about how you feel with your experience at R&B Car Company.  R&B tries it's best to deliver a good quality product with a great customer experience.  Part of the quality with buying at R&B Car Company is a FREE CARFAX is available and listed on the website for every vehicle that is sold.  Before, during, and after the sale a FREE Carfax can be seen or asked for and given to the customer at any request.  There is no history or information that is hidden or misrepresented in any way, it's a full disclosure.  As well at the time of purchase the customers always have an opportunity to drive, look through, have mechanical inspection completed, before purchasing.  According to the complaint they didn't open their hood until 5 months after purchasing the vehicle.  Once again, R&B Car Company tries it's best to give the customer a great buying experience, which always includes these steps mentioned above.  

  **************** did call into the dealership 5 months after owning the vehicle, R&B tried talking to him to understand his complaint.  He continued to yell, cuss, and threaten with lawyers.  We would be happy to talk with him, phone, come in and sit down, whichever is best for the customer.  R&B Car ******************** would be happy to take the vehicle back on trade, if **************** would like to get a different vehicle?  

  Once again, we are sorry **************** feels he is not happy with the vehicle he purchase, and would be happy to take the vehicle back in on trade.  As well R&B Car Company is happy to sit down and talk with the customer to understand his complaint.  R&B Car Company tries it's best to help the customer before, during, and always after the sale to the best of it's ability.  

   

  R&B Car Company would like to thank you for looking into this matter, and your time involved as well.

   

  *************************

  Management

• Initial Complaint

  08/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  . This is the most crooked company Ive ever dealt with in my entire life??! ? me and my husband (two 19 year old kids) went to buy a new vehicle because we were about to have baby number two and needed more of a family vehicle. One hour after signing papers we stopped to pick up my dad up and found one of the seatbelts to be broken. we immediately went back to the dealership and let them know. The sales rep said no worries we will get it and get it taken care of at no charge.? then about a month and a half in the seatbelt was still not fixed and another seatbelt had broken. There has been numerous phone calls with the management and we are being told, still six months later, that the seatbelts are on back order. If the seatbelts are on back order for that long they should be switching us vehicles!!! They said they dont have time to look at it and theres nothing they can do. This isnt a minor issue and they sold us a car for our family that we cant use for our family and the only solution they offer is for US to pay for the seatbelts. They are unwilling to do anything about it. We are paying for a car that is worthless due to it is a safety issue, and they have no care in the world.They sold us the car with a bumper to bumper warranty yet theyre unwilling to do anything about this! a safety issue that was known the day of purchase after the sale was made. The reason we bought from a dealership was for security in knowing it was a good one. Oh and add in the fact that the passenger seat isnt working either. They either need to get us in a new car or they need to fix this issue! I understand parts are hard to get but I shouldnt have to borrow a car so I can take both of my children with me when thats the whole reason I bought this one.

  

  Business response

  08/16/2022

  ******,
  First of all, R&B Car Company wants to apologize that you have had this experience with us as a company.  We completely understand it can be frustrating, and with newborn babies, it multiplies the level of frustration.  We wish we had a faster remedy for the seatbelt situation, as it's in all of our best interest to handle the problem as quickly as possible for you!  
  There are a couple of things here on the seatbelts that you have broken in the **** Flex.  Soon as R&B Car Company was made aware of the issue, we immediately stated R&B Car Company will take care of it, no cost to ****** as the customer.  R&B Car ******************** quickly started to reach out to **** Motor Company to try and order replacement parts for ******.  R&B Car Company was notified the parts were on national backorder, and we were in the 100's as far as order placement.  Then ****** had another seat belt issue, and R&B Car Company continued to try and find replacement parts.  Part replacement has become a major National Issue for types of industries.  With Covid shutting down and causing havoc on inventory of all types of businesses worldwide.  We ask that you please hold on just a little bit longer.  We are close to the finish line on this for you!  R&B Car Company has added a full-time position, that job duty includes trying to get ahead of backorder lines, track down parts, so that we can have the best service for our customers!  We have been continually on the phone with this issue, and was informed as of today, R&B Car Company has moved to #5 on the waitlist.  And this is not just for the original seat belt issue, but for both seat belts!  As we can see, **** has an issue with this part, as there has been such a wait list, and ****** has experienced the same issue not once but twice!  R&B Car Company is covering all of this 100%, and just ask that ******, please hang with us just a little longer!  We know it's frustrating wanting to just drive with your new family, and have this issue!  We are almost there, to have you all fixed up and taken care of!  
  Please feel free to reach out to us, if we don't get a hold of you first letting you know the status of your parts coming in!
  
  
  Thank You for you ********,
  
  
  R&B Car Company
  *************************

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up my car today 8/3/22, and here is the story:I bought my 4th car from R&B about 7 weeks ago for my daughter. The day after we bought it, the engine light came on. We took it in. They changed the spark plugs. The engine light came back on a few days later and the coolant completely emptied. We filled it. It emptied again. We filled it. The next time she tried starting it, it wouldn't even turn over, and the coolant turned into a chocolate milk/pudding consistency. We had it towed to R&B where they blamed us for overheating the car. My professional mechanic of 18 years assured me that in no way did that problem just happen overnight. They sold the car to me WITH the problem. fOf course the car overheated with no coolant in it. They sold it to me with a faulty coolant system. They missed it before they sold it to us and they missed it again when we took it in for service. R&B refused to take responsibility. Long enough story short, they had my car for a month and a day and charged me $5100 to fix a car that we put under 500 miles on. When I challenged them one more time, he said, "Well, if you had just brought it in when the problem presented itself, it would have been a $100 part." We DID bring it right in! They missed it and refuse to accept responsibility.

  

  Business response

  08/08/2022

  ****,
  We are sorry to hear about your problems with the **** ******.  We completely understand your frustration and being upset with the situation.  As well, we know this was your daughter's car, which compounds the difficulty in the matter.  As a mother, you only want what is best for your daughter, and that is 100% understandable!  R&B Car Company apologizes for any inconvenience, and frustration you have experienced on this matter.
  The issue at hand, is that the car was driven with no coolant, and overheated, which caused the seals to go bad, and resulted in your milky coolant, as the oil from the motor filled into the coolant reservoir.  The ****** had been brought in previously, with a check engine light, that was diagnosed for misfire, and needed a spark plug replaced.  There were no codes for overheating at that time, as well, there was no coolant leaking out.  We have heard multiple stories on your daughter's behalf from yourself and her father ( who states is the mechanic)  one that the coolant leaked out multiple times and she was driving it to go get coolant at the time of the car shutting down on her, leaving her on the side of the road.  Which would have resulted in the motor issue.  Once the **** ****** was towed in and diagnostics were completed, it was found to have an engine coded for overheating.  And had the car been towed in at first sign of the coolant leak, the motor never would have overheated, resulting in the motor replacement being needed!  The customer even admits to the coolant reservoir being empty and refilling it multiple times.  
  R&B Car Company works extremely hard to do its best for its customers, before, during, and after the sales process.  It is in the company's best interest to offer a great service to the customer and community, and try the best it can to help in any situation!  As stated by the customer, on this one, they continued to drive the vehicle after finding the first issue of coolant leak, which resulted in the mechanical failure.  R&B Car Company, feels bad in the situation, but can't be held responsible for customer negligence on the matter.
  
  
  We thank you for work on this matter
  
  
  R&B Car Company

  *************************

*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. ↩