ComplaintsforJack Ingram Motors, Inc.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been attempting to contact the business since end of May regarding my refund for my ************* as my car wa refinanced. Ive left several messages. They told me to call the *** and the old loan and both confirmed it should be coming from the business. No one will return my call and I expect this to be backdated and sent to my new address in *********.

  

  Business response

  10/02/2024

  Refund check in the amount of $721.81 mailed to name and address on *************************, *********************************************************** *****, in the amount of $721.81 on 8-14-2024 and was endorsed by ANDREUS DENMARK and deposited to account Navy ******************** on September 12th. 

  ******* ******, VP   Jack Ingram Motors. 

  Customer response

  10/02/2024

   
  Complaint: 22369881
  
  I am rejecting this response because:I left several messages stating I no longer lived there and it needed to be mailed to my mailing address as it is my vehicle not his. 
  
  Sincerely,
  
  ******** Denmark

  

  Business response

  10/02/2024

  Contract was in husband's name, and by law check must be issued to that party's name. Jack Ingram Motors has fulfilled its responsibility by issuing a refund check to the appropriate person. Based on comments here-in we might possibly assume a Divorce exists in the family and the dispute over who gets the refund is a personal affair between ******* Denmark and Andreus Denmark. This appears to be a domestic dispute and not **** Ingram's responsibility to settle. We have paid the refund and will not make any additional offer. This is Jack Ingram Motors Final response or offer!

• Initial Complaint

  09/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 2023 ****** titan on June 17th 2024. It was delivered to my house, as were 2 other vehicles I purchased from them previously. In early July I received memo from bank for a $20.00 late fee along with $46.33 interest because my trade was not paid off until July 6th or approximately 20 days after. Left message with ***** and texted him on July 15th as I had left phone messages with finance with no response. ***** texted me back saying he was in finance office and they would send a check. On July 27th I texted ***** again, but haven't had any response since. Not only interest and late fees, but when they finally sent check to *** I had to pay additional fees of $103.00 for title transfer, $54.75 for sales tax, and a tag transfer of $9.10. Called 2x last week to finance and left messages with finance and still no response. Maybe not the correct contact but name was ***** ***** I believe that I left message with. Had great experiences prior 2 purchases but last one will be my last one

  

  Business response

  09/12/2024

  Unfortunately we dropped the ball on helping Mr. ******* we have since corrected the situation and sent him a check to take care of the fees that he accrued due to lack of communication. Feel free to reach out to me if you have any other questions at ************* 

   

  Thank you,

  **** *****

  General Manager

  Jack Ingram ******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Ingram advertised an **** 5 2023, precertified with 5500 miles on odometer. I was told I had to finance a loan. Cash option was denied. The dealership delivered my car to Ga and it was dirty with French fries on the floor of the car. The mileage was 11;710. Lies The dealership noticed me that they would have to pick up the car because the precertified checklist was not completed. They took my car back to ********** to complete the checklist . Delivered my car 11 days later because they did not communicate with me In a timely matter on returning my car. After they left, I noticed my drive out tag had expired. Once again lack of communication. I notified them again because I was going out of the state in 3 days. Took almost 48 hours to get a response. Late Friday August 2nd an email was sent to me stating they had ***** my registration to my local tag office to arrive by 5 pm on August 5. I had planned to leave early August 5th for a vacation. It has to be delayed due to uncertainty if papers would arrive. This dealership is truly the worst for communication and no explanations to the problems that I encountered. I purchased the Auto on July 10th. Very deceitful

  Customer response

  08/05/2024

  BBB needs to address questionable business practices from this dealership. The increased mileage from the advertised 5500 to ****** impacted the car value according to ***** blue book approximately $600. With the return of my car and the expired tag cost me loss of transportation for 6 days. i strongly believe that future customers she know about their questionable business practices. Thank you.

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

  

  Business response

  08/12/2024

  In response to ************************** compliant, I can provide the following information:

  The 5500 miles listed on our web site was initially correct when this vehicle was supposed to come out of loaner service, and unfortunately the vehicle was not retired at that mileage, and the initial posting should have been updated as time passed. We need to point out that when our salesperson, *********************** personally delivered the vehicle, and BEFORE any paperwork was signed the correct mileage was clearly pointed out, and ********************** was given the option to not accept the vehicle.

  The vehicle was fully cleaned and detailed prior to starting the 4 hour - 231 mile drive from **********, ******* to **********, ******* and obviously it may not have been totally spotless after the long drive on the highway.

  Our Dealership did make an unfortunate mistake by not realizing that the vehicle had not been "Pre-owned Certified" prior to delivery, and once that issue was realized, we trucked a loaner car to ************************** home, picked up her vehicle and trucked it back to ********** to have the **** Certification" completed. Once completed her vehicle was returned to her via truck, completely datailed and with a full tank of gas. Some delays were caused by ************************** availability to receive the vehicle because of her Pickle Ball tournament schedule.

   We gladly will re-purchase the vehicle if ********************** request if notice is given in the next 5 days of this message. 

   We are sending ********************** a check in the amount of $200 to offset her issue with the drive out tag expiring soon.

  

  Business response

  08/13/2024

  *************************,

   If Jack Ingram Motors repurchases the vehicle within the 5-day window, the only money returned will be the DOWN PAYMENT of $17,500 and the vehicle returned in the same condition received plus any miles driven. There was no $800 fee paid. The vehicle cost as published included a $750 (Not $800) discount if the car was not financed. because it was financed there was not any additional cost incurred. If more clarification is needed, please call Audi Sales Manager, ************************* on my direct dial line, ************.   *************************

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership back in August 2023. Ive had this car for 5 months and Ive come to the realization that this dealership has sold me a car WAYYY more than what it is supposed to be. First off, the car salesman who sold me the car did a lot of lying during the buying process. During this buying process, I did feel pressured to buy the car and since it was my first time buying a car on my own, I did not know what was a good deal or not. He also did not do a full breakdown on why the car was selling for that much. The car salesman also informed me that I can always trade the car in. Recently, I have visited 3 car dealerships to try find a better deal and pay for something thats actually worth the price. All dealerships have told me I have an upside down and there is really no way out. I really think it was unfair for a used car dealership to overcharge me on a car, as well as lie their way through this sale. What really made me upset is that the car salesman lied and told me that I could always trade my car in if I dont like it, but I would be charged EVEN MORE than what Im paying now.

  

  Business response

  01/12/2024

  The good news for all customers that use a bank to finance their loan is all banks do have parameters in place that keep retailers from selling a car above and beyond its loan value. Now what happens to the value of the car during or customers ownership is out of our hands so we can not be held accountable for market conditions or how the customer has cared for and maintained the vehicle. 

  We would more than happy to host whom ever has posted this complaint at our dealership so we can sit down and discuss all available options. That might not lead to the desired outcome for the complaint but it could help us explore more options.

  Jack Ingram hates to have an unhappy customer and we are here to help the customer as much as we can. 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business bought a car back from me due to an issue with the **** However, they have failed to report this information to the finance company and it is negatively affecting my credit. I do not have this car anymore therefore they need to contact the finance company and report and finalize this information.

  

  Business response

  11/02/2023

  To whom it may concern,

    We (Jack ********************** ******* have paid off her Altima. We sent a check to ALLY Financial to pay off her remaining balance. If there were any monies left owed on the car, that would be between ALLY and ****************. If you would proof of the car being paid off in full, we would be happy to provide this for you. I can be reached at ************ or **************************************************. 

  Thank you,

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

  General Sales Manager

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 ****** Altima SR on March 17, 2023. Upon purchasing, **** Ingram owed me a second key and my door handle needed fixing. When I returned for these services, they found out that the *** did not match in ****** Cooperation system. I been dealing with this issue since March with no resolution. I returned to the dealership to trade in the vehicle on August 14, 2023. The salesperson stated that someone would contact me the next business day. I have not heard from anyone and when I try to call everyone is always in a meeting, gone to lunch or only responds with a text. ****** Cooperation has been telling me that the dealership sales manager would contact me but I havent had a return call. Now Im at the point of just getting rid of the car because I cant find a resolution and cant seem to talk to anyone.

  

  Business response

  08/22/2023

  I spoke with **************** and informed her that we are trying to resolve the issue. I asked that she is to be patient with us until ****** advises ** on a way to go. She said she would be patient and is waiting for us to call her back when ****** advises ** on what to do. If you have any further questions, please let me know at ************. 

   

  Thank you,

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

  General Sales Manager

  Jack Ingram ******

  Customer response

  08/28/2023

   
  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.
  
  Sincerely,
  
  Shametris ******

  Customer response

  09/13/2023

   
  Complaint: 20473708
  
  I am rejecting this response because:
  

  In March 2023, I purchased a 2021 ****** Altima SR from Jack ********************** ******. When I purchased the vehicle, I put $500 and the car was financed through ********** At that time, **** ********************** owed me a second key and my door handle on the driver's front side was supposed to be painted and fixed. Still to this point, I have not been able to get a resolution to my problem due to the *** number being incorrect. I have constantly been in contact with Jack ********************** and I have even contacted ****** Motors Corp. Anytime any contact is made, it is me trying to contact **** ********************** without any resolution. I have been more than patient about the situation and still no resolution.

   

  
  Sincerely,
  
  Shametris ******

  

  Business response

  09/20/2023

  The customer is a top priority right now and we are talking with her bank about getting them a different car to there liking with out the *** problem that we were both unaware of at the time of purchase. We intend to provide a different or like car and return this car with the *** issues back to the business that sold us the car. So we should be in communication with the customer with in 48 hours with a a resolution to the *** issue. 

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle through the dealership in July of 2022, in November of 2022 I had an accident and the vehicle was sent to the adjoining body shop that is run by the dealership. While the car was there I was told it only be two weeks for repairs to be completed. However, the car sat untouched in the body shop lot for 6 months, despite with every call ***** at the body shop assuring me it would only be two more weeks. The day I picked up the car from the body shop, it immediately had problems and I brought it back for repairs. Upon bringing it back, ******* the manager blamed me that I had accelerated too hard causing the air intake to become loose. Additionally the window was not put back together properly and wouldn't roll down. These repairs took several days as well.On July 7th 2023 the car completely died with electrical issues, and was taken back to the dealership service center for repair. I was assured by the service center rep ******* that the car would be in the shop and looked at on 12 Jul, and they were not able to supply me with a loaner vehicle.On ******************************************** know that they do not know what is wrong with the vehicle and are reaching out for assistance.20 July I talked to the general manager **** in person and was appalled at his response. He told me that the accident doesn't show up on the Carfax and that I should take the car to another dealership to sell it to them without telling them of the accident. I in no way plan to lie to a dealer about a vehicle sale. And this is kind of behavior is absolutely appalling. I do believe this dealership chain and service department should be avoided at all costs.

  

  Business response

  07/26/2023

  We have two identical BBB complaints from ***************************** designated as BBB # ********-3B256 and # ********-F5663. 

  Our ************ Manager, ******************************* has reached out to ************** by phone on several occasions since these BBB complaints were filed to keep ************** updated on the status of his Audi.  I am advised that the several cosmetic issues with the Audi have already been corrected by the Body Shop, and the ************ Department has finally been able to diagnose the cause of the electrical issues. 

   ****************** Audi, along with several other current models have experienced widespread failures of the Generator/Alternator/Starter unit over the past 8-9 months, and these replacement parts as of today are on backorder from Audi.

  Our Part's Manager did a national searched of Audi Dealer inventories over the country and located this new needed part at another Audi dealer in *******, who has promised to ship the part to Jack ********************** Audi this date (7-26-2023). It should arrive in ********** in 2-4 days and will be immediately installed on ****************** Audi hopefully early next week. After installation of this new part, ****************** Audi will be ready to pick up with all his listed concerns resolved at that time. Our ************ Manager, ******************************* spoke with ************** just this morning (7-25-2023) and shared this information with him. Hopefully this will resolve all issues with ****************** Audi.

  Customer response

  07/27/2023

   
  Complaint: 20356453
  
  I am rejecting this response because:

  A quick response to the issues were only started after making complaints. This does not relieve the issue that the vehicle sat within the body shop for multiple months before being worked on the first time.

  
  Sincerely,
  
  *************************

  

  Business response

  07/31/2023

  This is in response to the initial rejection of the BBB Compliant.

   We regret that ****************** vehicle was in our Body Shop for a long period of time. Several extenuating circumstances caused this delay. Initially the vehicle arrived unannounced via wrecker during a time when our Body Shop already had a large backlog of body repairs already in our shop or waiting to be repaired. Also, during this time we had an unusual amount of hail damaged vehicles waiting for repairs. Through no fault of **************, we had recently had our Body Shop Manager leave to take another job, and we were in the process of interviewing prospective persons to become the new manager. This accident was not a simple "Finder ******" as it has a bent frame rail, along with many other damaged components requiring the need to make repairs on a frame machine and re-calibration radar and front sensors totaling some $13,908. 

  Also, during this time, we were installing a new State of the Art ***** Machine and ****************** vehicle was the very first vehicle repaired on this new piece of equipment. Yes, the repair did take a very long time, and as very prominent attorney here in ********** once said, "You Cannot Un-Ring the Bell". (We cannot re-write past history). Therefore, there is nothing we can do at this point in time to change past history.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped the vehicle off at Jack ********************** Porsche on 01/08/2023 to have several problems addressed on my Cayenne Turbo before the warranty expired. 1.Engine misfiring and flashing CEL.2.Brakes squealing loudly at low speeds due to defective brake rotors/pads (common issue with these cars).3.Cracked door handle.01/09/2023 ******** from Jack ********************** Porsche called to inform me that they had received the car and might look at it that day. If not, it would be the following day (01/10/2023).01/10/2023 The warranty was set to expire on this day, so I called Jack ********************** Porsche for a status update. ******** stated they had not looked at the car, but to follow up Wednesday evening (01/11/2023).01/12/2023 I called Jack ********************** Porsche for a status update. ******** told me, We havent looked at your car and we dont know when we are going to look at your car. We only have one technician. You didnt schedule a service appointment, we are booked out until mid-February, and we have cars here since December that still havent been repaired. After many phone calls and visits, I finally was able to pick up the car the first week of February. However, they did not fix the brakes, instead saying it is "normal" despite it being a well documented and common issue for this vehicle. It is such a common problem that Porsche developed a new part to fix the problem and issued a new *** that requires no diagnostic procedure (see attached document). Now that the car is out of warranty, the cost to fix these items is over $12,000. Jack ********************** can either correct the problem by replacing the parts according to the *** issued by Porsche North *******, or they can purchase the parts for me and I will install them myself.

  

  Business response

  06/08/2023

  Good afternoon,

  My name is *************************, and I am the Fixed Operations Director at Jack Ingram Motors. I wanted to respond to this client's concern. There is a bit more to this situation than what the customer highlighted. I reached out and spoke to the client for approximately 35 minutes to get the facts.  ***************** purchased this vehicle (used) from a *** dealer knowing full well that the vehicle had these concerns. He was also aware that the warranty was due to expire within 2 days.  Per his statement he purchased the vehicle on a Saturday from this other dealer. ***************** admits that he never called our dealership to talk about the issues of to schedule an appointment. Instead he dropped the vehicle off on the next day, Sunday with no prior phone call, or even filling out an after hours drop envelope. He called in on Monday to tell ** about the vehicle and his concerns.  Despite being scheduled out for several weeks, we told him that we would work the vehicle in as soon as possible given the warranty constraints.  When we were unable to get the vehicle in immediately we communicated with him proactively. He stated to me that we were "holding him hostage" when in reality we advised him that since we wrote the vehicle up prior to the warranty expiration,  we could still do the repairs under warranty. We diagnosed his concerns as best we could before he picked the vehicle up. What I mean by that is that we advised the client that we could not duplicate the check engine light flashing or reduced power, but we recommended additional diagnosis time (at no cost to him). We could not replicate the engine whistling noise at that time. We did order the door handle and advised that it 1)had to be painted and 2) would be done under warranty at no cost to him. As for the brake noise: while there is a TSB (technical service bulletin) it is not covered under warranty. A visual inspection of the brakes determined that they were of sufficient thickness and safe to drive, there was just a slight squealing noise. ****************** insisted on picking his vehicle up at that time. We did receive the door handle and have had it painted. We have also reached out to ****************** multiple times in an effort to schedule this repair (at no cost to him), but his phone was going to voicemail which was full. We were unable to leave a voice message for him. I personally spoke with ****************** for over 30 minutes going over the visit and everything involved. ****************** is under the misapprehension that a TSB is covered under warranty. I explained to him that a TSB is a suggested fix and that it states that this repair is subject to Warranty Process and Procedures. This is not not a recall or campaign. ****************** is adamant that his internet research shows that other dealers do this daily under warranty. My response was that perhaps they were goodwill claims from an original owner that had a documented history of this concern from the brake adjustment warranty period.  He refuses to accept that. I reminded him that we have his door handle painted and have been trying to reach him for installation but his voicemail was full.  I offered to make an appointment but he declined. Upon conclusion the conversation was not productive despite my best efforts to satisfy him. I am bound by our dealer agreement and warranty covenant to follow manufacturers guidelines with regard to warranty. The customer did complain about our lack of communication. I respectfully dispute that because per his own statement we communicated with him daily. I would actually argue the inverse because he purchased a used vehicle from a third party knowing full well that the problems existed and when the warranty expired. At that point he did not even offer ** the courtesy of a phone call, voice mail, or even providing his contact information when he dropped the vehicle off. 

  We are prepared to replace the door handle at no cost to the client (under warranty). The squealing brake concern is not covered by manufacturer warranty at this mileage. As to the check engine light, we require further diagnostic time to fully investigate.

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

  Fixed Operations Director

  Jack Ingram Motors

   

   

• Initial Complaint

  03/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ! I am glad someone has finally reached out to me about my experience with Jack Ingram Motors & why I did not proceed with a purchase from your dealership. I was very interested in purchasing the 2017 ****** Maxima Platinum. I made a horrible decision to hand over $500.00 cash money to your Internet Sales Manager ***************** in the ************************* Parking Lot located off Exit 11 @ ******************************************************************************************** on Friday, February 17th, 2023 while having his Finance Manager on the line reassuring me that within 15 minutes he would be personally texting me a receipt of this Deposit towards holding the car for me. The reason for me doing this is because he kept telling me that it would be gone if I didn't that he had 4 other people on their way to look into purchasing it that day & that I would never find another one like it within a thousand mile radius. I really felt pressured at the time. The deal was we would meet again when I returned from my 9 day trip. After I handed the cash to *********** & began to look over the outside of the vehicle I questioned several different things about what I saw on front driver's side. Which looked like it possibly had repairs done to it. *********** reassured me that it had not been in any accidents & what I was seeing is how it comes from factory. He also went on to tell me that it was a one car owner local trade to your dealership. When I returned from my trip I did some checking & saw where it had been reported to Carfax as damaged & it had been thru 4 different owners. When I asked for my deposit back I was told Absolutely not That deposits are non refundable! I was out right lied to. I texted *********** several times asking why I had not received a receipt for my deposit & he kept telling me that they had texted it to me. I received a response of your not getting your money back. He never once told me until then that deposits were non refundable.

  

  Business response

  03/20/2023

  All pertinent facts not included in customer's compliant. The deposit was only $300, not $500 as the customer INCORRECTLY stated as they were going to the Cosino's in *********** and wanted to keep $200 out of the $500 they had in hand. We will fax you in another E-Mail a screen shot of customer's own text sent to our Sales Person at 4:43 PM on February 21st, stating " SO IF I PUT $14,000 WHAT WOULD PAYMENTS BE? IS THIS LESS THE $300 CASH DEPOSIT?" After that the customer quit communicating with our salesperson concerning purchasing the vehicle. Our one and only offer is to refund the customer, their $300 deposit.   

  Immediately after ending this e mail a second e mail will be sent with a "Screen Shot" of the customers own Text stating in writing that the deposit was $300, NOT $500 as claimed! 

   

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2016 ****** Altima from the dealership in August 2022 for my son, a month later the engine light came on, so we took it to the closest repair shop and was told that the car was pretty much bone dry with no oil and they showed us the sludge that came from the oil-change, and we also had to get the engine flushed. I talked to ********************************* and told her what happened, and she said she would talk to someone because the car should have had maintenance and inspection completed prior to sell, well I never heard back from her. So now the car starts running hot and low on oil so he took it to a local ****************************************************) dealership in **********, ** and **** looked at the car and said that the engine was bad and full of sludge and that the car was sold like that because whoever was maintaining the car didn't keep up the maintenance which is why the engine was eating up the oil and running hot. So, we gave **** the extended warranty paperwork that I bought through Jack *********************** and he called and was told that they would not cover the repairs ($12,000) because the engine had sludge. So, I called Jack ********************** and explain to ***** what was said, and he informed me that he would call the warranty company to get the repairs replaced and call me back which was on Wednesday, and he never called back. I call again Thursday multiple times and was sent to voicemail so I called a different number and was finally put on the phone with ***** and he said he would give me a call on Friday because he was still working with the warranty company and again no call some husband stopped by Friday and spoke with him and again, we were told he would contact us after 2pm which he never did. I called again Saturday and spoke with a receptionist, and she said she left a message with *******, and he would give me a call before he left for the day because ***** was off today but yet again no call from Jack **********************. They know they sold me a junk car with a bad engine and is now avoiding me and my son is stuck in ********** without a vehicle and paying for uber rides to work. Bottom line is they need to repair the car or give me another or be sued for negligence because this is bull.

  

  Business response

  02/15/2023

  We do not have a final resolution yet for the customer we are in contact with there warranty company directly trying to get them to help the customer out. Hopefully we can get this resolved using the warranty they purchased seeing how we are unaware of any preexisting condition. We look forward to the best possible outcome for the customer. 

   

  Thank you

  Customer response

  02/15/2023

   
  Complaint: 19337439
  
  I am rejecting this response because: Their is no way in h*** they didnt know of any preexisting conditions if they did an inspection on this vehicle and didnt see that the engine was bad and sludge filled. I also contacted *********************************(who sold the car) when I brought the car back in September 2022 that the car was running low on oil and that we had to take it to a local shop for an oil change because it basically had not oil and was running hot, she said she would talk to someone at jack ********************** but I never heard back from anyone. The car kept running hot and now we know why bad engine from the jump. If the warranty approves the repairs or not they still sold me a car with a bad engine from the beginning and the proof is in the engine and I have and I have mechanics as witness that will back my complaint. Their is no way they can say its our fault or normal ware. They took a bad trade in on this car with a busted engine. I will sue.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/24/2023

  All the documentation we have from the time of the vehicle inspection has no findings of a sludge up motor. We are how ever still trying to rectify this situation with the customer. We have since paid to have the car transported back to our store and we paid the shop bill for the customer at the other dealership. All in an effort to help make this right and get the customer there car backing full working condition. As of today we have unloaded the car and are contacting the warranty company to open channels and work to get this resolved as soon as possible. Either way we will have the customers car back to them and the situation rectified with or with out help from the warranty company. 

  With that said we now consider this matter closed.

   

  Thank you

*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. ↩