Complaints

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2014 Ford flex from Brooklyn motor sports the day after I took the car home, November 3rd 2024, the check engine light came on. I called ********* ******* ****** who claimed to make repairs to it. I picked the car back up. On the way home the check engine light went back on so I brought it back to killingly service center they again said they made repairs to it. I took it home on the way home the check engine light went back on. It is now at ********* ******* ****** again. I went to brooklyn motor sports auto they refuse to do anything about the car or to discuss the contract. The owner of brooklyn motor sports ran to the back of the building when I went there. I called credit acceptance which is the company the loan on the car is threw and they won't do anything about it either.

  Business response

  12/11/2024

  Sadly used vehicles do have issues from time to time. Sometimes it takes one time to fix others can take a few visits as anyone who owns a vehicle has probably encountered in there lifetimes. We do the best we can but clearly understand the frustration this brings out in customers. The vehicle was serviced on 11-15-2024 and at this time we have heard no complaints from the customer. Of course if something arises in the near future we are here to help as always. I consider this current issue corrected and car performing correctly at this time.  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased lemon. 2010 Nissan Murano. Was lied to about its condition by the dealership and the Auto Center I need to be refunded. The lemon law says it has to be 2012 or newer so I cannot apply. Without my car I can't do my job. I take care of people for the state. I sleep at their house. I am at risk of being homeless. When I lose my job, I lose the place I live. I really need help. I currently dont have a car to drive. I am about to be homeless.

  Business response

  10/28/2024

  THIS VEHICLE WAS PURCHASED OVER A YEAR AGO. CUSTOMER DOES HAVE AN EXTENDED WARRANTY AND HAS BEEN TOLD SUCH. HE HAS SOME REPAIRS THAT WOULD BE COVERED MINUS THE WARRANTY  DEDUCTABLE. HE HAS SOME CORROSION CAUSED BY THE WAY THEY TREAT THE ROADSS HERE IN ** SO NOT SOMETHING THAT WOULD BE COVERED BY AN EXTENDED WARRANTY. WE DID TRY TO HELP HIM EVEN THOUGH HE PURCHASED OVER A YEAR AGO. HE HAS TRIED MANY DIFFERENT REPAIR SHOP ON HIS OWN WITH THE SAME ANSWER FORM PRETTY MUCH EVERYONE. WE EVEN TOLD HIM WE COULD HAVE HIM APPLY FOR FINANCEING ON THE REPAIRS AND HE DECLINED. HE WOULD RATHER COMPLAIN TO ANYONE THAT WOULD LISTEN IN HOPES HE CAN GET THINGS DONE FOR FREE!!!! 

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On april 12, 2024 I got a car from BMS and I put 900 dollars down and by today april 16, 2024 at 10am this morning because after only the 4 days I had it, it had no breaks, my seat belt wouldn't buckle, the driver mirror doesn't work and falls to ground *** there's a bad cluncking noise under passenger side. I went into the dealership and tried talking to them and the were telling me that there is no refund and that feeling unsafe in the car is my problem and they were yelling *** cursing at me to leave. The car does have some of a warranty but I feel very unsafe in it especially since sething wrong with the frame and I tried explaining this and they said that I was being ridiculous and that theu are putting the car as a repo on my credit.Theu were yelling and cursing at me to get out of the store when trying to explain that I have children and that I need a safe vehicle for them to be in so I got plates off the car and left upset *** in tears *** walked 3 miles home. I would be happy with even half of my down payment back and better customer service. I didn't deserve this and I'm really upset about it because I can't go get another car now bc they putting a repossession on my credit *** keeping the money.

  Customer response

  05/01/2024

  I have not heard anything from them regarding the matter either. 

  Business response

  05/03/2024

  The customer did purchase the vehicle on April 12 and on April 13 came back to the store with her husband to complain that the drivers side outside mirror was not working properly and that the drivers side seat belt did not work. We explained that of course we would take a look at and repair if needed. Our shop did look at both concerns and the drivers side mirrors was wobbly but functional and not falling off the vehicle and that the drivers side seat belt did work but was at time sticking. Both parts were ordered for replacement at that time. Customer did drive the vehicle a few more days and angrily came back into the dealership to complain the vehicle had no brakes what so ever and they were also smoking badly. This of course a covered item under warranty if they did indeed fail and as we would any of our customers offered to immediately look at them but the customer was to angry and hostile with foul language and saying she did not want the vehicle either way and wanted a full refund. We informed her that was not going to happen. She began to be more irate and irrationally speaking with more anger and foul language so we asked her to leave to which she replied that she wasnt F&*cking leaving without her plates, so we had an employee remove her plates. She decided to walk home, no one forced her to do that but with her anger and fould language she was asked to leave the dealership and could of left with her car if she wanted to. Long story short, after she left we immediately checked out the vehicle and it was clear what the problem was, the customer herself of she had someone spray paint the rims black, they were purple the day she bought it. Someone just painted the wheels as they were on the car so flat black paint was painted completley on the brake pads, rotors and calipers causing the brakes to smoke horribly due to so much paint on them. We drove the car as well and even though the brakes smoked there was no malfunction of the braking system, they worked flawlessly. We have sinced either cleaned off the excessive paint or replaced components as needed to stop the smoking and vehilce drives and stops with not one issue, noise or vibration. Our stance has always been there is no refund for vehicle purchases and will alway be our position. I am sorry she felt the need to return the vehicle for something she caused but that is what it was, something the customer did caused the smoking issue. All other issues would of been resolved in a timely manner as soon as parts arrived for seat belt and wobbly mirror. 

  Customer response

  05/03/2024

  The rims were bright blue not purple and they said we could paint them and they did not do damage to the brakes becaise the brakes were doing wjat they did before they even got painted black.  They were cursing at me before I cursed at them. Also, this is turning into a he said she said... they are a terrible company and just wanted the car off their lot so they gave it to me like they were doing me a favor but instead took my money knowing it was a terrible unsafe car. The seat belt wouldn't buckle,  it didn't stick... it straight out didn't buckle.  I still want a refund. I can't afford for a company to keep so much money like this. 

  Business response

  05/06/2024

  As stated in my previous email. The excessive flat black paint were causing the brakes to smoke, there is and was no brake failure. Regardles there will be no refund of deposit for purchasing the vehicle. It was purchase and customer chose to walk away from the car. As a jesture of good measure, I will not report it as a repo and just let it go at that. I am done with my time with this matter and have said all I am going to say. We are just rehashing the same old message here. We don't do returns on vehicle and never have. Have a good day and at this time I am considering this matter closed on our end. 

  Customer response

  05/06/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased, and Financed a vehicle from Brooklyn Motor Sports, in Brooklyn CT. 1/19/2024. From a ( *********************************** ). It is a 2016 ********************* Eco Boost. With a Dealer Warranty 60 Days, ***** ************** Warranty, through ********* ******************** Address is *************************************************************. Which is affiliated with the car dealership. For a duration of 2 years. I put $ ******** down, with a trade in of a Sierra ******* As they agreed to pay $*****.00 for. Which would be taken off my purchase price. Total Finance Charge, is $15,268.27. A week of owning the vehicle, the check engine light came on, and the vehicle started bucking. I brought the vehicle to BMS to inform them, and was directed to the ************************, per ****, the car salesman. I called the ************************ and had to make an appointment, for Feb. 9, 2024. As I was told from the shop, that they cleared the codes, and could not duplicate the concern at this time. Brought my Vehicle home. Still having issues, I called BMS, spoke to ****, yet again. His response was , I needed to speak to *********, and she was out. So I called her the next day, as I was directed. Yet again, she was out. On Feb. 29, 2024, my vehicle broke down on the side of the road. Lights working, would not start. I called AAA, and had my car towed to BMS. Where they sent the driver , to a shop, that was in *********. Not the correct shop. After calling to check the status of my vehicle, they had no record. In which , I had my car towed through AAA to the correct establishment. I was told, it was a dead battery, after them having my vehicle for a week. In the mean time, I called BMS. Asking for a rental vehicle, expressing that I am out of a vehicle yet again. No codes are being reported, I was told. Yet again, no power going up hills. and bucking. I took my car to *************, in ****************** Was told, the vehicle turned off on them, Reading Codes, P0148 and P0339. Brought vehicle to ************************. Yet again, car is still with check engine. Multiple code readings. I have all documentation, not resolved. Was told I can not trade car in, even though, still under warrenty.

  Business response

  04/12/2024

  Customer has the vehicle now and no issues to at this point. if something happens in the future we will be here to help with anyway we can possibly do so. It was a difficult one to say the least. We also had a certified **** dealer in the area help out to ensure that the repairs that were needed were completed correctly. Second opinions are always sought out when a vehicle like this seems to have issues off and on. The final, we sincerely hope, was to replace ************** and to be safe we also replace the Cat. Converter. We understand that vehicles can be difficult on customers lives when they break down and don't take it lightly. We do stand behind our sales and service as can be seen with this repair. Not the highlight of any business when a sale or repair goes off the expected road that one would wish, but as stated, we stand behind everything we sell and service and will always do so. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had bought a 2015 GMC Acadia through a loan from BMS for $11000 and I was told that the car passed all the checks and was fine to be driven. But not even a week into having the car I have had problem after problem with it and BMS is unwilling to work with me to fix any of it and I recently found a crack in the frame of my car I had purchased. And after looking at the paperwork my loan was actually for more than what I was told.

  Business response

  02/20/2024

  After looking at he records we see that she purchased the vehicle on 2/9/2023 and the last appointment made at the service department was on 8/4/2023 and it shows canceled after the appt. was made. Not sure the reason it was canceled? She does have an extended warranty that she purchased at time of purchase. If it has a cracked frame no one here at BMS is or was made aware of it until this complaint. Her vehicle does not have a frame as it is a unibody constructed vehicle with front and rear subframes. At this point there is no way to know when a crack happened or if it is even a crack. We would more then willing to take a look at the issues she is having, if its covered under here extended warranty then we can submit paperwork for a claim for payment for covered repairs. We can further look at the issue of a cracked frame to verify and see if there is anything we can do. At this point she is well outside her 60 day 3000 mile warranty but we would still be willing to take a look and see if there is anyway that we can help. Not making a promise other then we would be willing to look at all concerns at no charge to her. Let us know if this works. 

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently purchased a vehicle from Brooklyn Motor Sports under the assumption that it was a safe enough vehicle to drive routinely. I have since brought it to the shop roughly 4 times in the 3 months Ive had it. The starter has been replaced but it still wont start more than half the time, the seat belt didnt buckle and the entire clasp needed to be replaced, the catalytic converter leaks fumes into to car, it needs an alignment and the front right side tire has a bubble in it. My Jeep has since been repossessed due to being given false info about not paying the loan until its running up to par. The shop routinely send us home without parts being ordered and telling us we are wrong. I spoke with the woman who answers the phone and told her the engine wasnt running right as it doesnt shift and when it does it shifts so hard the entire Jeep jerks forward as if someone has rear ended us. She told me the code didnt come on so it was fine. The code came on the next day, BMS had the shop clear the code and we managed to drive just enough miles for it to come back on. I am currently trying to get out of my loan due to this vehicle being extremely unsafe for my child, wife or myself to be driving around in. We were also told (and was written on the window price) that if we put $2500 down they would match that. We put $2500 down and they didnt match it or take the other $2500 off the listed price. And when we asked how the price jumped from just over $8000 to almost $24000 they told us it was loan fees however when the actual loan came through it was about $13000.

  Customer response

  11/08/2023

  I purchased the vehicle towards the end of august, august 28 I believe is the exact date. There is a warranty for 60 days or 3000 miles whichever comes first. Im only asking to be out of the loan. I dont need a refund or anything of the sort I only ask that they remove me and my wife off this vehicle and close the loan and have it removed from my credit. This vehicle is going to cost me thousands of dollars out of pocket due to the warranty being expired and I only just purchased it. I strongly believe this vehicle is too unsafe for even just money to be able to fix. Thank you again!

  Business response

  11/08/2023

  ***** and her wife purchased a 2007 ************* from BMS 8/26/2023.  Our service center was contacted with some concerns, an appointment was scheduled and concerns were documented.  Customer complaints were;  driver seat belt not locking in, right blinker getting stuck, sometimes doesn't start, shaking on highway, zipper broken on soft top/leaking. The service center order and installed a starter and multi-function switch, seat belt was evaluated and was in working condition.  It was lubricated for the customer.  No transmission or engine codes were stored or present, a y pipe was ordered.  Zipper for top is not a covered component as it didn't leak or have any issues at the time it was sold. (cosmetic related, not safety related )  Any work done was done with no cost to the owner due to their 60 day/3,000 mile dealer warranty.  We were not made aware of a bubble in the tire and weren't made aware of continued starting issues.  ***** put a post on our ******** page which I responded to as the General Sales Manager offering assistance, prior to this complaint and never heard from her.  The Jeep has large oversized tires which will cause shaking but I offered to have her go to **** **** **** to have the alignment checked, tires balanced etc, on us.  Even if the Dealer Warranty expired, there is a 3yr / 3,000 mile extended warranty in place on their vehicle that they agreed to and signed off on at delivery.   At NO time would anyone at BMS or our service center tell them not to make payment on their financed vehicle.  We always le tour customers know who are trying to work on their credit the importance of on-time payments.  Each vehicle sold has a selling price with a cash match option (if you pay your taxes and registration fees).  The Jeep was listed at $13,960 with a $2,500 cash match.  We were able to $2,000 of their $2,500 even though they rolled their taxes and registration into their financing.  The amount you finance with your lender and the interest that you agree to pay them is based on YOU and YOUR credit.  It is not pre-determined by the dealership.  If you cure the default and gain possession of your Jeep, we are more than willing to work with you in our service department and address your concerns. 

  Customer response

  11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: I do apologize I did not see your response on your FB page. I was going off the shop which told me that I was to go somewhere else as alignments are not covered and they dont provide them. As for the shaking we were not informed we had oversized tires, we were told our vehicle shakes because it needs an alignment and that those vehicles are not meant to be on the highway or to go 70 MPH or over. We had the starter replaced then called and went right back the same day due to our vehicle not starting. We were stuck in Plainfield and even tried a jump for 4 hours because the Jeep did not start. As for the code from a separate mechanics opinion due to the catalytic converter leaking toxic fumes into the engine and into the cab there is just about no way there was not an engine light present when you obtained the vehicle. The multifunction switch could not have taken care of the engine light because the light came on after the switch was ordered before the light even came on. As for our complaints not being forwarded to you that is miscommunication between you and your shop. We have made I believe 4 separate appointments and sent away after each one being told parts were going to be ordered then them not being ordered for a week after. Its also extremely unsafe to be driving a vehicle with an exhaust leak. We should not have been allowed to drive off with that major problem. Also I understand the panels not being covered however when we purchased it the back zipper was holding the two panels together ONLY in the middle and as soon as we unzipped it the zipper fell off, the bottom clasp that holds it there is very clearly missing. When I called the first time to BMS and tried to address these issues I was told to call the shop and that was all the info I was given. I explained the shop wasnt being helpful and was told that was all they could do was send us to their shop. Nobody has taken our concerns seriously and BMS sends us to the shop and the shop sends us to BMS. I have since called and asked the shop for a full record of our work done there and the parts ordered. Ive called three times with no answer and *** left a voicemail.
  
  Sincerely,
  
  *********************

  Business response

  11/14/2023

  ****** our shop was correct in telling you that they don't provide alignments and that they aren't covered.  We take all of our vehicles to **** **** **** as previously mentioned.  I offered you to go there as a courtesy for them to inspect your tires and see if an alignment was needed. With oversized tires and the wheel base, shaking is common.  You can clearly tell by looking at the Jeep that they are not a "normal" size.  Many times when you fix one thing another goes wrong, it's an unfortunate thing about owning vehicles.  They all require maintenance no matter how new or old.  The good thing is that you were at that time protected by your dealer warranty for any safety related issues and we would happily continue to work with you and your wife to resolve your concerns.  All of our vehicles go through a safety inspection and have to pass the *********** emissions testing prior to passing on ownership to the consumer.  If there were lights on and/or codes present we would have to rectify that in order for the vehicle to pass.  It doesn't mean that after you took it home and drove it that something didn't fail or a problem didn't occur.  It just means we do our due diligence prior to sale to make sure the vehicle is safe.  The shop is booked up usually at least two weeks out, if not longer.  The cosmetic parts of your Jeep interior/exterior are not covered components of the warranty and is priced accordingly.  I'm  not sure who you spoke to when you called and said that the shop wasn't being helpful.  What I can tell you is that I, the General Manager never heard about this until I saw a post on ******** and that was a while after you purchased the Jeep.  If/when you have your Jeep back please contact me directly so that I can oversee that your concerns are addressed timely and professionally.  I look forward to working with so that you can enjoy your new vehicle. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought the car sometime in august I paid a down payment and gave them a trade in paying 161 dollars every two weeks. They took advantage of me being young. They sold me a lemon and then barely helped when I called to ask about the service contract they gave to me. The same day I drove my car off the lot the engine caught fire because someone improperly put oil in causing a bad spill. If I didn't catch that fire my engine could have exploded and seriously injured or killed me. They let me drive off the lot with a temporary hard plate which wasn't registered to anyone therefore it was a blank plate this caused me to get pulled over and towed leaving me on the side of the road with no ride and stranded. And they covered up many errors with engine overheating and more, violated lemon law in my state.

  Business response

  11/01/2023

  I read the complaint from ************************* regarding his purchase of the 2014 Chevy Cruze.  ******* had called stating that he had the check engine light come on in the car.  He was advised to contact our shop, ************************ to schedule an appointment.  I personally explained to him at the time of delivery and over the phone that he had a dealer warranty for 60 days or 3,000 miles whichever came first, on all safety related items as well as an extended warranty.  The vehicle would have to go to our shop for diagnostics and repairs under the dealer warranty.  He was told for his extended warranty, he could go to any shop he prefers. I assured him that we stand behind the car and we would get it taken care of. He did call and schedule an appointment but, never showed up. 

   

  He was issued a temporary registration at the time of delivery.  ******* had called to inform us that he was pulled over and the police officer wouldn't accept the temporary registration that was given to him.  The vehicle was then towed.  We contacted the tow company and paid all the fees immediately.  The same day, we were ale to issue his new plates and registration.  He came to the dealership, picked them up and then went and was able to pick his car up, same day. 

   

  ******* made one bi-weekly payment and we had already received a notice of cancellation from his insurance company.  I contacted him to find out if he got new insurance or if he did in fact cancel his policy.  He informed me he couldn't afford the insurance but, was going to try to get a new insurance company.  I reminded him that he was obligated to have full comprehension and collision while there was a loan on the car.  I let him know that if we didn't receive new insurance info that the car would be put out for repossession.  He then told me that I could come get the car, he couldn't afford it. We sent a tow truck and picked the car up.  During the month and a half that he owned the car he drove it 2,398 miles.

   

  Let me know if there is anything else that you need. 

   

  Thank you, 

   

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

  BMS Auto Sales

  General Sales Manager

  P:  ************

  F:  ************

  Customer response

  11/01/2023

   
  Complaint:*********
  
  I am rejecting this response because: 
  This resolves absolutely nothing, there wasn't a temporary plate issued it was a blank plate not registered to anything which is illegal. You guys took my money and my car i worked hard for to scam me all I want is my car back you guys can at least have the decency to give me back my car the ticket that you caused was 192 dollars. You endangered my life when the engine caught fire. Have the decency to be a good business and treat your customers with respect.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The vehicle was financed two months ago, they painted over the frame, drove for two weeks, realized something was wrong, brought to their shop, found out the subframe was completely rotted off, shop even said I’m lucky to be alive. Also spun out of route 6 from the tires almost falling off and the frame shifting mid drive. I put down $2200 they’re still making me make payments. I haven’t even had the vehicle in my possession and they’re doing nothing about it. Not reaching out to me. Not answering calls, nothing

  Business response

  05/22/2023

  This matter has been handled and customer is in possession of her vehicle after full and compete repairs were done to the area of concern. 

   

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They have had my car 3 times to fix the turbo through my extended warranty and they have yet to fix it. They keep ******* my car out of the door and not fixing it all the way. They not only have given me attitude about it but ignored my phone calls. This vehicle has left me stranded 3 times now.

  Business response

  07/05/2022

  We do have the vehicle in for repairs and the ************************* should be out this week to verify the issues. Once they come in and OK the repairs we can give an update to the Customer. 

*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. ↩