ComplaintsforRainbow Motor Sales, LLC

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2018 **** edge first 3 days of getting it home the check engine light came on pop the hood rainbow ?? motors said car was completely inspected before leaving lot ther was no coolant in resvior 2 quarts low on oil we called dealer they say take it in to ther sight ******* located in ****************** before we took it to ******* we took it to AutoZone to get diagnostics before taking to ******* it said cylinder 2 miss fire ******* ran it on there machine as well same cylinder 2 miss fire after tune up and said it was a deeper problem in needed to be took to odrens in ********* mind you guys same two weeks of having new supposed vehicle this is happening odrens said its common defect with **** so I decided to save money up and take it **** **** in coldwater Michigan for real dinostic by **** tech and was told with documented paperwork said that motor should have been serviced at 60 min u when I purchased vehicle it had over a ******* and warranty was over dew *****miles a go I would have to come out full money for either engine replacement because this defect the superior insurance will not cover for new engine the company rainbow kept giving us the run on all levels even offered 4000 and trading car back and was told no now I walked for a year to have a new car and even drive it and still paying note car had dents burn holes inside it leaking sunroof defective rear break lights which have condensation it and broken cup holder and the inside of car is black accept sunroof that has ***** in it I have a 6 year old and a handicap wife that can't work were living as best as we can but paying ***** for a new car that does not work

  Business response

  10/15/2024

  Response to BBB Complaint from **** *********, Filed 10/03/2024

  
  Dear BBB and Mr. ******************* Rainbow Motor Sales, we are committed to providing quality vehicles and excellent customer service, and we take all customer concerns seriously. We have carefully reviewed Mr. *********** situation and our documented interactions since his purchase of the 2018 **** Edge on November 4, 2023.

  
  Initial Concerns and Resolution
  On November 6, 2023, Mr. ********* informed us that the fluids were low on his vehicle. We immediately offered $100 to cover this mistake and arranged an inspection at *********************** Repair for November 7, 2023. During this visit, an oil change was performed as a courtesy, but no error codes were found, and the engine light had turned off.

  
  Misfire Investigation

  
  Mr. ********* continued to report issues with the check engine light. We scheduled multiple appointments, including at ****** on November 16 and December 6, 2023, to investigate the reported misfire. ****** confirmed the presence of an intermittent misfire but needed to perform a teardown of the engine to move forward with the warranty claim and properly diagnose the problem. Unfortunately, Mr. ********* declined this necessary step, preventing the warranty claim process from advancing.

  
  It is important to note that the vehicle has no open recalls, but there is a **** ***************** Bulletin for this engine. Despite this, the teardown refusal meant that warranty coverage could not proceed, as the issue could not be properly diagnosed without further inspection. We also clarified that the vehicles brakes were not covered under the warranty, but we offered a quote for repairs.

  
  Customer Refusal and Continued Use of the Vehicle
  Despite the known issues and ongoing support from Rainbow Motor Sales, Mr. ********* continued to drive the vehicle for approximately five months, accumulating over ***** miles. This extended use further complicates any resolution, as we have consistently advised Mr. ********* to allow necessary steps for the warranty to take effect.

  
  Conclusion
  Rainbow Motor Sales made every effort to address Mr. *********** concerns, from arranging multiple inspections to offering financial assistance and advice on warranty claims. Unfortunately, the customer's refusal to authorize the necessary teardown prevented the warranty from being used to its full potential. Given these facts, we believe Rainbow Motor Sales has acted appropriately and in good faith throughout this process.

  
  We remain open to further discussion, but we cannot authorize the $2,000 settlement request as the vehicle's issues were not fully diagnosed due to the customer's decision not to proceed with the necessary teardown.

  
  Sincerely,
  ******* Streets
  Rainbow Motor Sales

  Customer response

  10/16/2024

   
  Complaint: 22373759
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********* the car was took to **** **** and they diagnosed the engine being not good real **** testing we took these findings to rainbow motors they tried charging us for tear down and damaged engine parts which was not are fault got the car like this from start so I should not be charged anything at all the **** is from **** **** my car was sold to me like this from day one only thing I agreed my self to fix is my break system period 

  Business response

  10/29/2024

  Dear BBB and Mr. ******************* you for your response. While we understand your concerns, we want to reiterate that Rainbow Motor Sales has taken all necessary steps to assist you with the issues you encountered with your 2018 **** Edge.

  
  Timeline of Events and Our Actions
  After you reported the engine misfire and low fluids shortly after purchase, we promptly arranged multiple inspections with **************** Auto Repair and Odrens to address your concerns. During the inspection at ******, they confirmed that there was an intermittent misfire, but as the owner of the vehicle, they required your authorization to tear down the engine to properly diagnose the root cause of the issue. This teardown is a necessary step to move forward with any warranty claim or repair.

  
  However, you refused to authorize the teardown, which limited the ability of the mechanic to proceed with any further diagnostic or warranty claim on your behalf. Instead, you chose to take the vehicle to **** **** for a separate diagnosis. We respect your decision, but its important to note that this was outside the scope of your warranty coverage. Had you proceeded with our recommended mechanic, the teardown would have been covered under the warranty. Furthermore, if it had not been covered, Rainbow Motor Sales would have stepped in to address the issue.

  
  Extended Use of the Vehicle and Warranty Limitations
  You continued to drive the vehicle for approximately five months and accumulated over ***** miles without resolving the engine issue, which could have further contributed to the damage. As a result, the warranty is now unable to cover the repairs due to the extended time and use of the vehicle in its current condition. Had the issue been addressed promptly when we initially arranged the inspections, we could have worked with you and the warranty company to resolve the problem.

  
  Conclusion
  Rainbow Motor Sales has made every effort to address your concerns and find a resolution. However, as the owner, it was ultimately your decision to decline the necessary repairs and proceed outside of the process we put in place to assist you. We understand your frustration, but we must reiterate that there was a resolution available to you, which was declined at that time.
  We remain open to discussing a path forward, but based on the facts and the actions taken, we believe Rainbow Motor Sales has fulfilled its responsibilities and acted in good faith.

  
  Sincerely,
  ******* Streets
  Rainbow Motor Sales

  Customer response

  10/29/2024

   
  Complaint: 22373759
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩