Complaints

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 15, 2024 I purchased a 2006 ***** Pilot from Barts in *************. The salesman was *********************. It is correct to say that it was purchased as is. The complaint includes two problems: 1. The falsified verbal information given and 2. The sales managers refusal to talk on the phone with us. The purchase was for my son, 19 years old at the time. We asked what all work the vehicle needed after purchase and was told that it only needed a power steering line replaced. We were told the vehicle was sound and would last for many years. I discussed with ***** the importance of the fact it was for my child. After discussions I said I would purchase it with a verbal agreement with him that on the next business day ***** would call me and tell me the records from their service department. His boss, the sales manager, who I believed name was ****, came over and shook my hand for an extended time telling me he has kids and how he gave his word that only 1 thing was wrong and hed get me information on it and said hed possibly arrange to do the work there. 6/24, The car alarm started frantically randomly going off and would not turn off. 6/25 The car would not start at all, so we took it to our mechanic. This is whats wrong with it: left rear subframe mounts separated from body, power steering leaking, pump damaged, coolant leak, strands of negative battery cable broken at body mount, does not shift out of park, alternator damaged, engine, oil leak, remote start system randomly starts engine attempts to start engine when engine is already running, faulty fuse box, faulty electrical. 6/25: call to talk to sales manager who would not stay on the phone kept transferring call to *****. 7/2 the back seat completely fell apart. We have still not received our title in the mail.

  

  Business response

  07/09/2024

  Good afternoon. I reviewed the paperwork involved with the negotiations of this deal and spoke with the salesperson / manager involved. The vehicle purchased was a 2006 ***** Pilot with ******* miles. ******* of the age and mileage, the vehicle does not qualify for either a ***** factory warranty or after-market provided by the dealership. Therefore, the vehicle is sold as-is. The signed Buyers Guide verifies the customer understood the purchase agreement. Before purchasing, all customers are allowed to take vehicles for an independent inspection. The customer was also provided a free Autocheck vehicle history report. Finally, ****'s offered to fix the known problems at the original sale price or discount the price of the vehicle and sell As-Is. The customer chose the discount and purchase As-Is. Possible solutions, ****'s would take the vehicle back on trade for another satisfactory to the customer or provide access to our discounts on parts & labor to repair the *****. Thank you  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted ****'s regarding a car I was interested in. I met the salesman on 11/13/23 that allowed me to test drive the car (2019 Buick Enclave). The salesman had drove the the car from their *************** store location to their ************* store location as it was closer for me, which I truly appreciated. While I was test driving the car I noticed as I sped up (***** mph) the car would shake (or shudder). I liked the car a lot but did not like the shake. I returned the vehicle and I was asked how I liked it. I said that I did like it a lot but I didn't like the shake when I sped up. I was told by the Salesman that it could be fixed, it was probably just the spark plugs and I said ok. Unfortunately, I did not have it in writing but after signing all paperwork I asked about having it looked at and I then was told that they would make a call to a company they use and schedule an appointment. I agreed. I then went to the appointment on 11/17/23 that was scheduled by the salesman (name upon request). They checked it out & did see there was a problem but said they didn't think it was something they could fix. I then notified the salesman & let him know. He then contacted a ******************** to take a look. I then took it to the transmission company the the same day, 11/17/23 but he drove it for a short time & wasn't sure of the issue so he requested I bring it back. I then took it back on 11/29. They kept it overnight & drove it. I was then given an estimate for $2,000+. I then sent it to the salesman at but was told they would not pay for it stating that the warranty department said my car was fine and the transmission company created a recommendation or suggestion based off of what they think will happen. My issue is that I was told it could be fixed not fixed ONLY if it's broke down. They are now stating it wasn't broken so now they won't fix it. That wasn't our agreement. The agreement was it would be fixed.

  Customer response

  12/16/2023

  I found the car at the *************** location.  I spoke to the Salesman at the *************** location who brought it to me at the ************* location but the Columbia City location processed the paperwork.  Does that make sense?  So, I think ultimately I purchased it through the *************** location.

  

  Business response

  12/22/2023

  Good afternoon. ******************* is a long time, previous customer. Her business is important to us. The Buick purchased by ******************* went through three service inspections prior to being offered for sale. Two were completed by independent companies prior to ****'s purchasing the vehcile. The third was performed by ****'s service staff. A transmission issue was not noted on any of the inspections. Furthermore, the "shift feeling" the customer reported was initially undetectable by two service facilities post sale. Eventually, the transmission shop confirmed the vehicle operated properly but felt different than when new and recommended replacement. ****'s service director called the Buick dealer for a second opinion. The Buick dealer recommended flushing the transmission fluid every ****** - ****** miles to restore performance. Additionally, ******************* has a powertrain warranty on her vehicle but the claim was denied because transmission shift feelings are not covered. Finally, ****'s is wlling to trade ******************* into a different vehicle if she wishes.  

  Customer response

  01/03/2024

   I am rejecting this response because: the salesman told me that they could fix it. It doesn't have anything to do with whether there is a warranty or not. The warranty was never in question.  It's the fact that I was told it could be fixed prior to me purchasing the vehicle and they are choosing to not honor what they said they would do.  They sent me twice to *************** to have it looked at.  The first place was unable to do anything as it was transmission related so then they went me to another company that deals with transmissions.  Why would they send me to another place to have it looked at if they weren't going to fix it?  I live an hour away so it wasted at least 4 hours of my time.  They just didn't want to pay, plain and simple.  I also know they told me they would exchange my car for another, however, they don't have another Buick enclave that matches what I purchased.  I'm very sorry that this is even an issue but it's not fair to me or any other person that has to go through this same situation.  All I want is to be fixed as I was told it would be.
  
  
  

  

  Business response

  01/12/2024

  As I mentioned before, ******************* is a valued, repeat customer. We appreciate her loyalty to ****'s and her satisfaction is important to us. I have reviewed all of the documents related to her purchase inlcuding the Due Bill. The Due **** explains verbal promises between the dealership and customer, in written form, and is signed by both parties. The Due Bill states nothing promised or due and was signed by ******************* and ****'s. The majority of our inventory comes with a 30 day warranty at the time of sale. Without anything in writing, my assumption is the salesperson was referencing the warranty when ******************* inquired about maintenance after the sale. Furthermore, the Enclave was inspected by two independent companies prior to being purchased by ****'s and once again by ****'s when delivered from auction . None of the conditon reports noted a transmission issue or service light notifcation. I understand and respect the opinion of ******************************************. Just as I understand and respect the second opinion of the manufacturing dealer. As with all maintenance, there is a process to maximize the lifetime performance of internally lubricated parts. Transmission fluid deteriorates over time along with performance and feel. The Buick dealer recommends changing the transmission fluid every ****** to ****** miles. ******************** is not required to maintain factory or any other warranty, but is suggested to those who prefer optimum performance and shift feel.

  Customer response

  01/16/2024

   I am rejecting this response because: again, ****'s is not taking responsibility for what their salesperson had told me.  Yes, I did not receive in writing on what I was told would be done. I had said that in my first complaint and shame on me for not getting that as I put too much trust in what I'm verbally told.  ****'s continues to evade what I'm even saying.  In simple terms, I knew there was an issue with the car, the salesman knew I knew there was an issue with the car otherwise he would never have sent me to the transmission company to have it looked at.  I was never told that since it's not all the way broken it will not be fixed.  The fact of the matter is I didn't like the way the car was driving, the salesman said it could be fixed all before I signed any paperwork.  The salesman then sent me to the first auto repair shop.  The gentleman there drove it and said he felt the problem but didn't feel it was something that he could fix.  That's when I notified the salesman and was then asked to take it to the transmission company to have it looked at.  That's when they said there was a problem with it.  I just wanted it fixed like I was told verbally.  I just don't understand how they can send me to 2 different places and expect to not pay.  It doesn't make any sense to me.  It was a waste of my time as well.  I'm beyond disappointed. 
  
  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  bought a 2013 dodge ram quadcab on 4/27/2023.i traded in my 2007 mercury mountaineer awd suv.also ******* cash.was there close to two hours waiting on information from the banki got approved so i did the deed an purchased this vehicle.i was about half way home,at 30 and county line rd.pulled over an stopped truck was acting funny no acceleration bogged down an was worried it was going to stall out.i called ***** the man i dealt with he said he was in line at grocery he would call me back, never heard from him that day .i sent him picture showing engine light on an still no response in regards to the issue.i have been emailing daily ,thurs,fri,sat,today month 1st of may.no replies to any emails.i did codes on it ,it has at least 3 codes fault code 03 fuel volume regulator central sensor circuit low, malfunction 2nd code 562 hydraulic pressure sensor circuit high 3rd system voltage low. all three of those codes have to do with powertrain/transmission.the 1st code when i look it up said not to drive vehicle with those codes could do serious ******, powertrain or add more problems.so the truck is setting in my yard not able to be driven.they need to fix these issues.i took out loan an carrying insurance on it an by gosh they better get it done.tow it from my house to columbia city barts store to fix.i want receipts for work done /parts.the truck was in their lot for months priced high.auction value was around *****.

  Customer response

  05/16/2023

  From: ************************* <*********************> 
  Sent: Monday, May 15, 2023 4:48 PM
  To: Info@ mailbox <***********************************************>
  Subject: barts car store p *******
  
  the issue as been resolved as of today.they repaired an brought my truck back.so the complaint can be closed
  
  *************************
  

  
  

  Customer response

  05/18/2023

  From: ************************* <*********************> 
  Sent: Tuesday, May 16, 2023 5:33 PM
  To: Info@ mailbox <***********************************************>
  Subject: barts, *************************
  
  i emailed last night in regards to complaint against barts car store ******************.the truck was brought to me yesterday.i looked checked it over all looked good.si filed resolved well its bot resolved.i went to got totown this morning didnt even get out of drive an my engine light came back onhad it tested at autozone. same fault code as first time.transmission sensor fault then abs,1 other code. so issue is not resolved with barts.it needs to be corrected an fixed properly or i want my suv back an **** cash down
  
  *************************
  

  
  

  

  Business response

  09/05/2023

  ********************** maintenance issues were fixed and we have not heard back from her. 

  Customer response

  09/05/2023

  The maintenence issues still aren't all fixed.its at a mechanic again as I type this.that vehicle was sold with no active tpms which is a safety issue an I have been told also due to the above illegal. I spent 120.for 4 new sensors.45 new tailight that was busted.20 for ambient sensor.drivers side mirror is still taped an doesn't heat.which was also sold with did not recieve lugnut key which I had to buy since they was aftermarket so I could get tires put on *****.now bad wiring issue.i will never ever buy or recommend barts in *************** ever.making payments on truck I've got to drive 6 times since purchase.so ma y other complaints about breakdowns.need to check an watch the reviews.those poor people like me got screwed just to make a commision.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the beginning everyone seemed to be very kind, attentive and helpful. We came to an agreement of $17,995 for the car and put down $6700 as a deposit. They were able to find a lender willing to work with my credit and I left with the car the same day. They had also agreed to take in my vehicle on trade and pay it off. (This was on January 14th 2023). Now let's fast forward a few days. I receive a phone call stating the bank needs more paperwork to finalize this deal. (Now I was skeptical because I thought this was over when I drove off). However I go ahead and provide the additional documents they requested. Another couple days go by and I have already begun fixing the car and ordering parts for it. I receive a 2nd phone call. The documents provided are not going to work and I need yet more paperwork sent in. Long story short I had to give it back. Meanwhile from January to March the car was getting several things done. Upgrades as follows:Purchased Audi: January 14th Purchase Price: $17,995 Deposit- $6,700 Financed: $14,***.** Window Tint: $225 January 22nd Grill-Symbol: $53.02 Upper: $208.99 Lower: $132.99 January 23rd Performance Chip: $99 February 2nd New Wheels: $961.93 New Tires: $1616.80 February 7th Weather Tech Floor Liners: $211.75 February 7th Front Engine Splash Shield: $60.49 February 8th LED Headlight bulbs: $49.99 Amazon Spark Plugs Replaced/Oil Changed: $160 February 22nd Total: $3779.96 W/o Wheels: $1800.23 Returned: March 14th Upon returning the car I asked for them to provide some sort of compensation for the money invested in the vehicle. (I don't see how this is my fault). I was told they would not provide any sort of money for any of the upgrades or even maintenance done to the car. They simply stated they would return the deposit and the rest was our problem. The car was returned with the original wheels but as you can see even with the wheels and tires deducted there was still quite an investment.

  

  Business response

  09/05/2023

  ************************ attempt to purchase the Audi was unique due to his income. ****'s finance department explained the detailed income verification process required for his income source. Each customer signs a document explaining the process and the potential for further required data. During the process, the co-signer for ******************** declined to further participate and the financing was no longer possible. ****'s accepted return of the Audi, returned all cash downpayment and did not charge ******************** any usage, mileage, depreciation, restock, interest, detail, sanitization or rental fees for the time he was in possession. 

• Initial Complaint

  01/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bought a 2015 ***** Equinox from Barts 05/22,they told us vehicle goes through routine inspections and that the car has no issues. Vehicle has had an oil leak since the day we got it. Engine leaks oil to the point that we have to put oil in the car twice a week. When I contacted Barts the 2nd week we had the car my rep was just telling me he had to talk to his boss and would call me back. I eventually had to call him 4 times for him to tell me I have a warranty and there is nothing Barts can do. I called the **************** and they told me leaks are not covered by my warranty. When a few months went by and now 01/23 we contact Barts again, they tell us that the rep who sold us the car has been fired and that they want to make things right with us. We go into see what options they offer us, the only option they gave us was a luxury car that we needed $3000 down and our monthly payments would more then double. We were considering it and told them we would give them a call next day to let them know. We then get a call the next day saying that the person who ran the number is not the normal guy and that all the numbers were wrong and that our monthly payments and down payment would be higher.

  

  Business response

  09/05/2023

  **************** purchased a 2015 Chevrolet Equinox with ******* miles. **************** first notified ****'s of his maintenance issue almost 10 months after purchase. Given the age, the vehicle only qualified for catastrophic powertrain coverage. The vehicle is required to be completely disabled. However, all customers have access to discounts on parts and labor at our service department and our network of dealer partners. If continued maintenance is not an option, ****'s will make every effort to trade **************** into a vehicle that satisfies his needs. 

  Customer response

  09/05/2023

   I am rejecting this response because:
  
  I originally contacted them a few weeks after purchasing the vehicle. The sales rep basically told me there was nothing they could do as the vehicle was sold as is. Then I called back at a later date and spoke to the manager that is when they offered me a Audi that was double my monthly payments. Never once did they offer to look at the vehicle or give me any other options.

  

  Business response

  09/05/2023

  I understand each auto loan appllication is different and trading a recently financed vehicle presents its own set of unique challenges. Ultimately, lenders will have final say regarding the terms of any loan. Sometimes qualifying vehicles may require additional down payment or increased monthly payments to meet lender requirements. Additionally, **************** had the option of securing his own financing. It seems the logical first step would have been a mechanic inspection from ****'s or any other shop. Often times, leaks can be fixed inexpensively with a new filter or gasket replacement. I will work with staff to communicate all options with customers. We appreciate the opportunity to work with **************** and wish him well in the future. Please let us know if we can be of further assistance. 

  Customer response

  09/07/2023

  I was not able to respond to the last message I received.  I have had 3 different shops look at the vehicle. All of them telling me the same thing that the motor has already been damaged due to the history of this leak. They have all replaced the gasket to get the leak fixed but it has not helped. I even had one mechanic tell me this vehicle is the worst he has ever seen. I have receipts from the mechanics I have used to look at the vehicle. Is there anything else I can do?

*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. ↩