ComplaintsforCarsmark Sales and Rentals

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from CarsMark approximately 3 weeks ago. I noticed that there were some issues with the car. The vehicle shut off in 3 lane traffic twice leaving me and my family stranded. I had a mechanic look at the vehicle and he found that the truck didn’t have any oil. It kept idling out of control. Upon buying the vehicle, the salesman and their team made me believe that the truck passed all inspections and it was good to go. Contrarily, they want me to continue to hold on to this vehicle and I need a resolution. Please help.

  Business response

  05/22/2024

  On 4/18/24 ****** ****** leased (not a purchase) a 2015 Chevrolet Equinox from Carsmark and signed a 42 month lease, which is attached, along with Delivery & Acceptance Terms and a 12 month / 12,000 mile limited warranty. Please find all attached. On 5/14/24 she contacted Carsmark and said she was having problems with the vehicle and was told to bring it to the dealership, as written in the warranty. She said it could not be driven and was told it could be transported, but it would be at her expense. She agreed to have it towed and understood the quote was $250, so Carsmark arranged transportation. Later that day she called and said to cancel the tow, she would drive the vehicle to Carsmark. On 5/16/24 at 8:30pm *** ****** sent an email accusing Carsmark of not providing service to resolve the issue she was having, demanding immediate action, requiring our office to arrange towing the vehicle, saying the vehicle had no value or interest to her. This confused us, so I called her and asked why she changed her mind and was not driving the vehicle as she earlier said. She said it was not drivable, so Carsmark arranged transportation, but the earliest availability was 5/22/24. The vehicle arrived today and a full inspection and test drive was completed with the following was diagnosis:

  The 2015 Equinox drove with no indication of hesitation or interruption. All fluid levels were checked and were within manufacturer specification. A scan of the ECU provided no current errors or codes that  the system was malfunctioning. I called *** ****** this evening to review our findings, but she did not answer, so a voice message was left, asking her to call back.  

  Please note that our lease allows for 15,000 miles per year, which equates to 1,250 miles per month. The Equinox had 128,362 mileage on the odometer when she leased it on 4/18/24 and today it arrived with 131,372 miles, which is 3,010 more miles and more than double the allowance since signing the lease. We will honor the warranty that was signed to repair the covered parts and labor that malfunction, but this is the first time we have seen the vehicle since it left our lot and cannot find anything wrong with the vehicle. 

  Thank you,

  **** *****

  Owner - CarsMark

*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. ↩