ComplaintsforKunes Auto & RV Management Group

• Initial Complaint

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Sunday October 27th my wife and requested details from a salesmen at Kunes **** of Sterling to give us quote to trade in my 2021 **** F150 for a new **** F150. The price came back at 771 payments per month after my trade in. We bartered back and forth the next few days and i got the price down to 764 payments per month. My wife and i went to the dealership on the 29th and purchased the new truck and signed the paperwork that had my payments at 764 per month. On the 30th the financial department called me and stated that they had messed up on their paperwork and that my price should have been 822 per month and that i would need to either return my new truck and take my trade in back or allow the dealership to make new paperwork stating i would except the payments to be ******************************************************************************************************************** and i will be returning this new F150 as this in not the agreed upon price that i was lured in with. This in my opinion is the definition of bait and switch tactics by a car dealership and i believe the public should know about this before the enter a sales contract with them.

  

  Business response

  11/05/2024

  This was an unfortunate error in our software calculating the **** Flex Buy program and was in no way a ruse to confuse or trick Mr. *************** Failure to make this change would have resulted in Mr. ******** loan being in default, and we certainly didn't want that to happen.  Our offer to un-do the deal and trade was accepted by Mr. ***************
  We are so sorry that this software malfunction happened, and hope that Mr. ******* allows us a chance to work with him in the future.

  Customer response

  11/11/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ******** ********

  Customer response

  11/18/2024

  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.
  
  I will not expect the excuse that this was a multiple day computer error where I was quoted the wrong price for a vehicle on at least 3 separate occasions. I would like the compliment to reflect that this was in fact a case of bait and switch on the dealerships part.
  
  Regards,
  
  ******** ********

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 **** Escape on 9/9/2024 as a gift for my daughters birthday one month later. After purchasing the vehicle I stored it until my daughters birthday on **********. When my daughter received the car on her birthday there was less than 30 miles driven on it since purchase. When driving the vehicle it was quickly apparent there was an issue. On further investigation it was found front passenger wheal bearing was out. It was grinding very harshly and had clearly not been a new issue. I called the dealership to make an appointment to get the issue resolved. I expressed my frustrations with the vehicle being a recent purchase with a thorough inspection done along with new tires. Had all this been true the issue would have been discovered before the car was ever on the lot. There was a $1995 extra charge which I was told included the inspection, the inspection that clearly was not done. The vehicle has been back at the dealership for a week with no attempt made to rectify the situation. I am told they are waiting to hear back from the extended warranty provider; when the cost should be covered by them, so repairs have not even been done yet. I am continuously being gaslit being told the bearing must have just gone out, thats not how it happens. Being told; sorry for your frustration; then no action to make the situation right. I came in and asked for a reliable and safe vehicle for my child, the car wasnt reliable 30 miles into driving it. Poor product, even poorer customer service.

  

  Business response

  10/24/2024

  We are sorry for the communication issues.  The repair is being performed at the stores expense, and we believe this will satisfy the customer.

  Customer response

  10/24/2024

  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 

  As of this time it has been over. Week. 
  I still do not have the vehicle, no replacement vehicle offered. Was charged $1995 for inspection fees labels accessories when an inspection clearly was not done. Fixing the vehicle at their expense is the absolute bare minimum that can be done, and as of this time still has not been done. 

  Regards,
  
  ******** *****

  

  Business response

  10/30/2024

  We do have the vehicle in our shop and awaiting parts to perform the repair at our expense.  We have offered a loaner vehicle, however, a 16-year old driver would not be permitted to drive our vehicle.  Our General Manager, ***** ****, has been attempting to contact Ms. ****** but has not connected.  We believe we are in progress to resolving this issue, and hope to speak with Ms. ***** soon.

  Customer response

  10/30/2024

  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.
  
  they have the vehicle and are waiting on parts for repair. My daughter can not use a loaner, since my complaint they did offer a loaner for me to use and suggested I let my daughter drive my vehicle, I declined as I do not wish to allow my daughter to drive my vehicle. It is untrue that contact was not able to be made to me, I have been in communication. I think fixing the vehicle at their expense is less than the bare minimum of what can be done. I want my complaint to stay, without the complaint I would still be waiting for an extended warranty to cover a needed repair that should have been discovered during their inspection. A vehicle inspection is part of the purchase cost and was not done, or was done very inadequately. Fixing the vehicle at their expense is what should be done, it does not change the fact that I was falsely  guaranteed an inspected and safe vehicle. 

  [Please type your response here.]
  
  Regards,
  
  ******** *****

  

  Business response

  11/04/2024

  Ms. ***** does have her repaired vehicle back and we believe she is satisfied with the repairs done (at Kunes' expense).  The vehicle was indeed inspected - wheel bearing repairs are one of those that could look fine at inspection, and break without warning - it was not an overlooked repair.

  Customer response

  11/08/2024

  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.
  
  [Please type your response here.]
  The vehicle was very clearly not inspected. Had it been inspected or driven even a mile before being sold the issue would have been very apparent. Charging customers inspection fees and then selling vehicles that immediately need repairs is a scam.
  Regards,
  
  ******** *****

  

  Business response

  11/08/2024

  We're very sorry you feel deceived.  The vehicle was indeed inspected.  Mechanical failures can happen at any time - some with warning and some without.  Wheel bearings are one the the failure often is without warning, and not a service preemptively performed on a schedule.   We are sorry for the disruption, and understand the repair has been completed at the dealership's expense.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my truck into the service department for a problem it has been having. It is still under warranty and should be covered for this repair. I inquired about a loaner vehicle at the time of the drop-off and was told they would look into it. They have had the truck for five weeks now. No one has contacted me about the loaner. They keep stringing me along on when it will be ready. I have been given multiple dates for potential completion only to be let down each time when they say it's still not ready. Being frustrated with the dealer's response, I called **** directly. I was told that dealerships are individually owned and getting a loaner was at the dealer's discretion and that I would need to rent a vehicle at my expense and they might reimburse me for some of it. This is a business vehicle that helps insure I can feed my family. I need it back in working order to keep working!

  

  Business response

  10/30/2024

  We are sorry for the frustration & delays on parts.  Mr. ********* vehicle has been completed & returned, and we believe all is resolved.  *********** Manager, **** *******, has been working to connect with Mr. ******* to ensure all is well.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went in to try to get car financing. I told **** I did not want my credit ran multiple times and he told me it would only be ran once. He lied and I have 15 plus credit inquiries bcuz of his lies. I uploaded a screenshot of **** verifying y he lied. I deserve to have the credit inquiries erased at the hands of this business for the disrespectful lies I was told. I am a single mom just trying to make it

  

  Business response

  10/26/2024

  We are sorry for your frustration and if there was a miscommunication in our office.  Without near perfect credit, our teams do send financing requests to multiple banks in order to secure the most favorable options for our customers.

  Credit rating agencies DO NOT view these as multiple inquires, rather they view it as one purchasing event, understanding this need to query several options.  The multiple requests appear to your credit report as one.

  All that said, if you dispute the query to ********** or other bureaus, Kunes will be notified and we will not challenge your request to remove.  Unfortunately, this does need to be done by the consumer. 

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Kia ******* from the dealership 10/4/24. Negotiations began at ******. There was not a sticker in the vehicle as I was told it was a recent trade. Due to my credit score I needed special financing. I knew the interest rate would be higher than the normal. I saw the same car I bought today on ******** priced at ******. Same VIN number. They gave me a deal and was losing money at ******. The damage to the passenger side was never told to me and when I questioned them about it I was told that the damage was reflected in the lower price I was charged. My negotiating should have started at ******, not ******. There was not a sticker on the vehicle for me to see what they had listed it for. It is my belief that I was taken advantage of due to my gender and credit rating. Take it or leave it situation. As far as cleaning the car, there was candy wrappers and debris on the carpet areas and dirt in corners and just general film over everything from the previous owners smoking and unclean habits. The whole experience was rushed.

  

  Business response

  10/14/2024

  We deeply apologize for the condition of the vehicle's cleanliness as well as the smoke smell.  She will be bringing the vehicle back this coming Thursday to be detailed and a deodorizing treatment.  We will be providing her with a service loaner vehicle for the day.  Fully explained the pricing structure and trade allowance, the customer is in agreement and understands the numbers.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I do not have exact dates but a few months ago we bought a car from Kunes with their No Fear warranty. This warranty covers engines up to $5000, transmission up to $3000, and drivetrain up to $2000. The car broke down within a month of owning it and Lines said the repair would cost $9000. After submitting a report, they lowered it to $2000. The engine should be covered under their warranty. I'm not sure if they are not fully checking their cars before they sell them as there are multiple complaints of the same thing happening in prior cases. They spent months dodging calls about this issue and will.not clarify what the engine problem is. They also have not fixed it. We have not had this car in months, but are being asked to pay for it by the lender. Despite the car not being usable still. This is all shady and unethical. We want Kunes to fix the car as per their warranty, speak to the loan agency and explain the situation. Then have us pay the original price per month on the car once it's fixed. The car was purchased by *** ****** or *** *****.

  

  Business response

  10/11/2024

  We are working on this repair.  The engine is ordered and will be installed shortly.

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Unfortunately, my experience with Mad City Mitsubishi has been quite unpleasant. I have been experiencing many issues with a vehicle I purchased less than a week ago. The entertainment system has failed and needs to be completely ***laced, the sunglasses holder is missing (was promised to be ***laced), and the badge on the back of the car is missing a letter (was also promised to be ***laced). Each time I call my sales *** he blows me off like he has washed his hands of the situation, and my fiance has called for Jameel, he has not returned our calls. We are incredibly disappointed in the lack of customer service we have received and will not be returning.

  Customer response

  10/07/2024

  Please close the complaint as resolved. 
  
  Regards,
  
  ******** *********
  

• Initial Complaint

  09/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was called by ****** the loan manager of kunes Elkhorn that I was supposed to have a loan with them for an automobile. I told her that I didn't wanna come all the way from ********* to ******* if I was not able to get a car. So ****** said she talked to the finance lady and that I had the green light to get a car and a loan. I drive 48 minutes to get to the Kunes in ******* wi. I get there and a guy named ****** started to run my credit again I thought all that was taken care of and that I was gonna get a car with the fresh start program that they have. I drove all the way down to ******* from ********* because the loan manager had told me that I had a loan and that I was gonna get a car but when I get there the ****** *** tells me that they can not give me a loan or a car. So that ****** lady needs a new job not telling people they have a loan to come pick out a car it isn't right I wasted a half tank of gas going there for no reason and then coming home that wasn't right of her telling me to come pick out a car.

  

  Business response

  09/30/2024

  We are sorry for the inconvenience.  Our GM ***** ********* has reached out to offer a gas card.  Please respond to him with the gas company of your choice and we'll get it out to you.

  Customer response

  09/30/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ******

   

   

  The gas company that I usually use is Kwik Trip or speedway. If you could get me a gas card to one of these places please. My address is : **********************************************. ******* ******.

  

  Business response

  09/30/2024

  For sure will - thanks

  Customer response

  10/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date of truck 10/09/2023 First complaint 10/10/2023 that there was metal on metal grinding sound was told nothing is wrong with the truck its in perfect condition I drove that truck with my granddaughter in it!We refused to take that and he said no one would be available until the 12th to look at it.We called back on the 11th because it was still doing it and thats when we were told that the safety check hadnt been done and theyd need to do that also when we brought it in so theyd give us a rental.Loaner truck issued on the morning of 10/12 at 9:30 for 2 days They returned the truck and said it was in great running condition and that it was probably the step closing that we heard. Although we argued they then started saying we were just upset because we wanted a bigger truck. We argued with them for over a week and then contacted ********** the lender on 10/20 after the dealership gaslit us and started to blow us off (***** Fargo case number: *****************)********** responded and said there was nothing they could do and that the dealership offered to help us.The truck has been in the shop consecutively as of Sept 18 104 days in the service center and counting. On 06/06 they finally figured it out or at least they thought they did since the check engine light came on again and they started working on the problem they had the truck for 48 days and called and said it was ready for pickup. We picked it up late on 7/24/24 paid $150 my husband arrived as the service department was closing. Within 20 minutes of driving. The truck was running hot and making all kinds of new sounds multiple lights were coming on, on the dashboard. Called the morning of 07/25/24 and they told us to bring it straight back which we did.Presently were being told that it could cost us another nearly $600 for them to tear apart the front of the truck

  

  Business response

  09/30/2024

  We're very willing to assist Ms. ************** However, we are not able to purchase their vehicle at the original cost or deliver a diesel vehicle at the same cost as they have requested.  In our last conversation, Mr. ***** indicated that he was consulting a lawyer, which likely shut down our team's responses.

  See our notes below:
  They wanted a Diesel Truck when they bought this one but this price was better. It has been in our ******************* in ******* and Belvidere GM. The safety inspection was completed prior to sale as they bought it on 10/8 and the safety was done on 10/7, however a Spare Tire Carriage Assembly had to be ordered that they needed to come back for.
  
  on 01/15/2024 at ****** miles was the first time they brought it back in for an issue to Belvidere GM for a "Weering Noise When Driving" and they bled the cooling system... vehicle had not lights on and was verified everything was working properly. 
  
  on 04/02/2024 at ****** mile they brought it back to Belvidere GM for a "Grinding or Crunching Noise" on take off -- They test drove the vehicle with the customer and both the customer and the tech were unable to hear the noise -- they kept the vehicle and test drove it several more times over 2 days and never could duplicate the noise. They also checked all service bulletins, recalls, etc and there was nothing and determined the vehicle was operating as per the manufacturer's intended design.
  
  on 06/06/2024 at ****** miles they brought it in again to Belvidere GM because the Check Engine Light came on and it was determined to be the Camshaft Timing. Timing Chain assembly was replaced and vehicle was road tested and everything was operating fine. All of the repair was covered under warranty.
  

  on 07/29/2024 at ****** miles it came back into Belvidere GM for a check engine light -- It was a coil and a spark plug (routine maintenance) and the A/C was not working -- AC Sensor terminals were bent and not making contact. 
  
  When I spoke with the customer, I offered to trade him out of it or help with the repairs (even though none were pre-existing or related to each other). He refused and said the only thing that would satisfy him is if we bought the truck back for what he paid for it a year later and 13k miles or get him a diesel truck for the same price/payment which is not possible. I explained neither of those are options but I would either help with the repair or could trade him out of it to help get into a diesel truck like he wanted but he would not accept that unless it was for the same price/payment which is not possible.

   

  Customer response

  10/06/2024

  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.
  
  I did not buy the truck on the 8th. The safety inspection was done after I bought the truck and that was according to **** the finance manager and Sabiel the sales **** They hadn't even fully detailed the truck when we bought it. Lastly the truck according to the Carfax which we found after trying to figure out what the grinding sound could be and saw that there was a complaint from the previous owner that there was a grinding noise! And that's according to the Carfax...  
  
  Regards,
  
  ******* *******

  

  Business response

  10/11/2024

  We are very willing to assist Ms. ******* in finding a suitable replacement.  Our Regional General Manager has personally spoken with her and offered his assistance.  This cannot, however, be at Kunes' sole expense.

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident &needed to purchase a new car. I found 1 at the Kunes in ********* & went to test drive it and put a deposit down to hold the vehichle. I was very much pressured to write a check and post date it. They finally accepted that I would come back tomorrow with the remainder of the money. They had me complete & sign the paperwork so when I retruend tomorrow at a mutually agreed upon time, it would be quick. There was NO negotiating on the sticker price, wh ich was fine when I thought the car would have everything a car comees with. When I went back the next day - AFTER receiving 3 text messages asking when I would be there - the car salesman brought me to the car. We got in and I noticed there was only one key - I asked for the second he said it was a loner before and they didn't have a 2nd one but he would look into how much a replacement would be (never happened). When I got home, I realized they never gave me my paperwork (which took 2 attempts to finally receive via email) and no handbook in the glove box (which I was told to just download it an print it off myself). I have attempted to reach out to both the car salesman and the manager about getting a 2nd key and they DO NOT return phone calls. I am very disappointed because all this place cares about is GETTING THE ***** I should have just kept looking for a different car - the sales people have no problem swearing on the floor while customers are in there and they do not follow up on what they say they will do. When I finally got them to send me the contact information for their headquarters - SHOCKING NOT SHOCKING it was incorrect. POOR POOR BUSINESS PEOPLE HERE!!!

  

  Business response

  10/14/2024

  Ms. ***** is visiting the store today and we will provide her a 2nd key at no cost.  We believe that she is (will be) satisfied with this resolution.

*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. ↩