ComplaintsforCars R Us Pre-Owned Vehicles

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 20th, 2024, I financed a 2009 Dodge Avenger Sxt from Cars R Us and got a 2 year extended warranty. The car was 8 thousand dollars and I put a 1200 dollar down payment on the vehicle. The vehicle had 59k miles on it and was listed AS IS, with no issues. The first 2 days went fine with the car until the third day I was simpily driving on the highway on the car overheated and was leaking fluids all over. The dealership took the car back and told me it would get fixed. The gave me the car back and told me their was no issues and only refilled the coolant. They gave me the car back and it lasted not even a day and I was broken down stranded on the highway and had to pay for a tow truck. The agreed to let me drive a loaner this time since this kept happening. It didnt get actually fixed until the 5th time I had to take it back to them. This was already over a month of me purchasing the car and I drove it no more than 5 days. This time though the told me the replaced the head gaskets and the car drove fine for a few days and it got down to ****************** for the first time since I bought it, which is where I go to school. Few days past I realized their was a massive oil leak and I was fed up this time and wanted nothing to do with this car. So I called the dealership told them I didnt want the car and they helped me set up a 10 day pay off on the car. I went down to the dealership to try to get the loaner Ive been driving and they told me they could no longer do that. At this point I called **** very upset about the whole situation and he told me hes already put 4 grand into this car and hes done then hung up on me. Ever since theyve been no help other than when they offered me a 18k dollar car that is way over my budget and told me I would still need to put 1000 down and that they cant put my down payment that what towards the Dodge Avenger towards this new car. I just want my money back or the money I put down on the Avenger to go towards a new car.

  Business response

  10/24/2024

  Hello, we have done everything in our power to make this customer happy, and make things right, unfortunately I don't have my own service department so ,I have to put my trust in mu outsource services, we have put a new thermostat, water pump, cooling fans and head gaskets, all out of my pocket, while the vehicle was being worked I also offered loaner vehicle. The vehicle still had an issue after all this, so I then made the customers 1st payment out of goodwill.  With all this being said the customer does have an extended service contract and could most likely get a replacement engine, we also offered to trade him in to a couple different vehicles, the 1st one didn't fit in his budget, the 2nd one I was able to lower his payment. Customer is denying using the extended service contract he purchased and doesn't want to trade in for another vehicle. Thank You ****

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to This business to get my real first big car purchase at the age of 18 for $12,000. They told me that the car would be safe for me to drive and that I would be able to go to and from out of town with no problems They also told me that my tires were a 10 point. Within the first few months, my car’s tires needed replaced because they were in no way a 10 because they didn’t even pass to be inspected. Not even a few weeks after I got the car my exhaust started to leak. Then in May, I had to get one of my wheel bearings replaced as well as my exhaust started to leak again. Fast forward to now my exhaust just got fixed a few weeks ago and I was told that I need to get it replaced because it’s really rusted. So basically, they sold me a car with a very rusted exhaust wouldn’t even pass inspection. Just a few days ago, three lights popped on, My check engine, ABS, and Traction control light. I went to AutoZone to get it tested and they said that it was a wheel sensor and then the mechanic said it’s probably wheel bearing. I understand you have you problems with cars, but they told me it would be safe for me to go back and forth to college. I’ve called on multiple occasions and each time they seem to not care and say that my tires are because of wear and tear. I could really use some help resolving this issue because I am a college student and this is my only transportation to and from school and everything in between. It’s hard to make it day to day to have to constantly worry and put money into a car that I already pay on monthly. on top of trying to focus on my education. I pay for this all by myself.

  Business response

  09/23/2024

  This purchase was on 11/24/2023, when customer had a problem after the sale Cars R Us, out of good will paid for half the issue, (wasn't a warranty item), if customer doesn't want the vehicle anymore we will try our best to trade them out of it into something more desirable for them. Thank you.

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Nissan, Rogue, and my AC wasn’t working. I was told prior to signing the paperwork the AC would be fixed, with Cars R Us paying for it. After a week and a half of contacting them, with the person answering telling me they will give a call back, in ten minutes. I finally gained an appointment with a mechanic that they scheduled, which I offered to schedule myself. Once the vehicle was there, I was told by the mechanic he wasn’t sure why the car was there, and after explaining everything with the AC, they don’t provide that type of service. I then called Cars R Us again, and they said they will call me back in 10 minutes, for another shop they want to work with, since they were covering it. Four days go by with no response, so I called them. I’m calling to figure which shop they wanted me to send it to, since they told me they would cover it fully, as I “signed a contract stating I have a heater and AC that works.” I talked to someone today (08/19) telling me a place but they will help cover it but I would need to pay for it too. This was not the set said agreement. I was promised false things, I was given the run around with no call back, and then told something will not be covered when I was originally told it would be. This is what the complaint is about. This is not professional at all! I want to tell everyone I know to not purchase a car from here due the way I was treated and they seem to just want people to sign then leave.

  Business response

  08/20/2024

  Customer was told yesterday that we will set up appointment with A/C mechanic to get fixed> 

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from cars A couple of months ago, which I am financing I noticed the car was making noise. Also turning off I call the Owner of the car, which is Ryan He told me to bring a car in to get looked at When he opened the hood, he took a rag and washed off the battery And told me that I was Couple weeks had passed. I noticed the car was driving funny on the right side. I called once again and told him that the check engine light was on. He told me that it was OK that it will go off. I purchased myself a battery because the card kept coming off. I also called my insurance company which that’s on file. Seven times for a jumpstart, but when I purchased my battery, the battery worked in the car So when it was time for my inspection for the car, I couldn’t get the car inspected Due to the right side of the driver Side needed to be fixed I called several times to talk to the owner, and I also was talking to one of his employees who gave me the run around For months about the vehicle getting fixed The employee got fired from my understanding So now I’m speaking with a man named Garrett Who is giving me the runaround For three days and he never came to my house like he told me to check the car and see what the car is shutting off it won’t come back on I called today to talk to Garrett He told me that he was going to help me trade in my car which he’s going to talk to the owner because I been having trouble since I got the car Now he’s telling me to take the car to To a car shop in Harbor Creek Because now he don’t think that I can trade in the car The car is not working at all right now I purchased this car through finance so now I’m stuck with a car note and car insurance Which I’m currently paying now .. I really just want a new car because when you purchase a new car, a car should not be stopping or Not working I feel because I’m a female the men kinda ran over me Which that’s not right I have kids and responsibilities and bills. I also have to pay

  Business response

  08/06/2024

  Hello, sorry for the delay as I was out of town for 10 days, if *** ******* would like to stop in, we could possibly look into trading her out of the 2016 Rouge. Thank You.

  Customer response

  08/06/2024

  
  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 most definitely would love to get traded out .. I also have receipts From work that I just recently got done on a vehicle The amount was $518  

  
  Regards,
  
  ***** *******

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a red 2015 Jeep Compass from cars r us in Erie Pennsylvania. I bought the extended warranty with it. The speed sensor has been replaced twice and is broken again. The power steering broke. The clutch burnt out prematurely because the transmission was replaced incorrectly. The transmission that it currently has 2 leaks. I was told that it won’t pass inspection because it has rusted parts that need replaced and it shouldn’t of passed inspection because it was so rusted it happened before it was inspected last. When I was explained the warranty I was told that it included road side assistance. When the clutched burnt out I tried to use the warranty road side assistance. I was on the phone for over two hours before they told me they couldn’t find service to tow. I ended up calling a local tow company and had my car towed and ended up paying out of pocket for it. I was told by the dealership that I could get reimbursed because they should of been able to have it towed. After two weeks of emailing with the warranty company they replied and said that they can’t cover the tows because the thing that broke (the clutch) wasn’t covered under warranty, so the tows didn’t qualify for reimbursement. Overall this car has been in the shop four times, towed twice. I’ve missed work because it’s been unreliable. I’ve spent 2 grand in repairs so far and it’s still broken

  Business response

  02/11/2023

  On 10/3/22... Customer called about speed sensor we set the appointment and fixed the sensor for the customer.  The customer did call back and say the lights associated with the sensor came back on.  When he didnt re-schedule the appointment to fix it again, we talked to the customer and he stated those lights went out and he had been too busy to get back to the mechanic.  The customer did eventually go back to the mechanic and get the other speed sensor replaced.  Unfortunately, with vehicles in our typical price range, the mileage and the age dictate that sensors will go bad after purchase.  We still took care of this in good faith.  

  When the clutch failed on the customer the GWC warranty company denied the repair of the clutch due to the clutch being a wearable item. The customer was really upset at the GWC warranty company for denying the tow with many excuses.  Finally, after helping the customer work with the GWC warranty company for a reimbursement of the tow with the proper documents, they declined the reimbursement for the tow because the cause of the failure was an uncovered item.  The customer was rightfully again upset with the warranty company. 

  As far as the transmission being installed improperly as the customer states, we took this vehicle in on trade and had no idea the transmission was even replaced in the past.  Please provide any documentation from the mechanic write up that can help us see this situation more clearly.  Thank you.

  As we spoke through text recently, please provide us with the documentation from the mechanic as to what parts are too rusted to pass inspection at your next inspection time which if I remember correctly would be approximately August.

  Lastly, also as we discussed through text, when you find the time to repair the power steering please reach out so that we can help you coordinate the filing of your claim that the mechanic doing the work will start for you.  The power steering should be a coverable item under your service contract agreement.  

  Always feel free to reach out to us anytime you need our assistance.  We have tried our best to help you with each situation you have made us aware of.  We had not heard anything about the rusted parts preventing inspection or the power steering problem you now have.  

   

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  08/27/2022. They sold us a car that just inspection done 8/25/2022 the wheel bearing is bad they said they would make it rite and nothing for the past week nothin but the run around I'm making payments on this car they took my old car for 700 and wanted another 850 in cash for down payment I needed a good car for my disabled son and now I'm screwed on this one they said there is a 45 day warranty on this but it's a 50 50 for engine transmission so we would have to pay half this isn't right I would like my down payment back never again will I go there

  Business response

  09/06/2022

  Hello, that is a false statement on customer, she called us told us there was noise in the rear end, they took it to mechanic, he ordered the part, were fixing and she has to pay nothing!! Thank You

  Customer response

  09/06/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* ******

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently bought a 2009 Chevy Malibu LS from Cars-R-us with $4,000 down. The owner sold it to me for $6,988 an said he took $2,000 off due to the lack of inspection on the vehicle which had not been done in two months from date of purchase. He claimed the only issue that the vehicle had was a hole in the exhaust system. The owner also claimed that they would pay for half of the inspection fee’s. Before settling on the Malibu he tried to sell me a Cadillac that had the engine light on and sounded horrible which was inspected. Fast forward to getting home on July 20 2022 my boyfriend noticed that there was a chunk of rusted metal hanging from the bottom of the car and there was noticeable rust to the cars frame and possibly damage to it. The auto lock/unlock on the doors does not work, the windshield sprayer is also faulty. The owner also claimed that the car was cleaned up but upon opening the trunk it was a mess, the fabric was all knocked around and missing locking pins to hold it in place. The board above the spare tire in the trunk was also speared through by the bolt holding the tire down. On the 22nd I took the car for a drive to get a feel if anything else was wrong with it so i could let the mechanic know before the inspection. Not even a quarter mile from my house the brakes gave out and i had to put the car into a ditch in order to stop it from causing any potential damage to me or anyone else. The vehicle had to be towed to and is now just sitting in a tow yard waiting to be assessed and see what caused this issue to happen. I went in and spoke to the owner about all these issues and he just made jokes and tried to blow the whole thing off while saying that the insurance company will cover it all and that we will actually make more than the car is worth. The other workers were dodging my boyfriend and I, as well as lying to us about trying to call and get into contact. The owner had me write the $4,000 check before any of the paperwork was completed.

  Business response

  08/05/2022

  I'm responding to the complaint filed by **** ******* all is true in the statement regarding the transaction of the 2009 Chevy Malibu in the exception of her statement saying I said the only issue is needing exhaust repair, if that were the case I would never of discounted the car 2000 for that knowing that would only be a few hundred-dollar repair.  On top of me stating I would pay for half of the cost for the inspection during negotiation, I also stated that I would pay for all of it after she brought me her mechanic's estimate. The whole problem here now is **** got into a car accident before she got vehicle inspected, she then stated the brakes malfunctioned, the brakes didn't malfunction per her mechanic, I spoke with him afterwards. Again, I'm willing to help in this situation any way I can but **** is responsible for the damages to the vehicle! Thank you for your time, Ryan L******** *wner Cars R Us!!

*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. ↩