Complaints

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from ***** in October 2022 to 2 days after buying my vehicle the service engine soon light came on. I took it to the dealer who took it to a mechanic who said that they couldnt find anything wrong with it. I took it back over the course of three separate times over three months it did wind up needing new cams new headers oil, pan thermostat three months later it started to overheat for no reason took it back to the ********* was taken in for service. I was told that it was just a clamp that was loose. Two weeks later my jeep is still continuing to leak, fluids, overheat, and the dealer pretty much said that it was my problem, and I had to worry about it myself that I had to take responsibility for a vehicle that they have no service seven separate times without fixing the problem

  

  Business response

  08/18/2023

  We have referred ****************** to the local shop we use every time she has brought an issue to our attend.. The warranty does run out after 3 months or ***** miles from purchase.  We would be more than willing to get her our discount on any issues she is having or explore trading her out of the vehicle.. If ****************** would like to act on any of these solutions please have her reach out to me directly... 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought the car a little over a year ago, but things are still going on and Im going to loose my car and IDC because it is a DEATH TRAP!!! The compressor was bad from the get go and we were told thats the sound was normal, I had never owned a vehicle that had air ride suspension, we found out its the whole rear of my car, I almost crashed due the the rear end, the suspension is bad and I have to get the rear of my car filled with air, now it holds air for a day, I tried to trade it in and even went to Grote in ******* that said they were sorry the balance is 3 times less that of the value, and he wouldnt have sold us that car for that high!!! I have called and called for help straight from a week and a half that I had it and was never told I had 30 days, everyone said the manager need to call me back, the Warsaw store has been thru 4 managers in the last year and a half! My pmt I pay isnt the amount it was supposed to be, they pulled money from my account after a week and screwed me on my rent and I lost my apt as a result!!! It was $100 more, than it was supposed to be! Because he added gap and a warranty w/o asking us and that is what caused the higher payment. I love my car its beautiful but Im going to die in it as a result of them knowingly selling a car that was very messed up. The finale manager I talked to said they were going to do nothing, they never planed on doing anything he was just the only person with the ***** to tell me that!!!!! Im stuck with a $50,000 after it would be set and done paperweight!!!!! I dont have buyers remorse, Im agents a company that sells death traps to unsuspecting people!!! My car death wobbles in the snow, rain, dry pavement! It also has started to stall out no matter where I am and I have almost been run over by a semi a couple of months ago!!!!! I hate that I was lied to, manipulated, added things to steal my money, and know one is helping!!!!! Ask them to see the paper we signed for the pmt, its $100 difference

  

  Business response

  07/24/2023

  This vehicle is under warranty, allowing it to be serviced anywhere in *****************. The car was purchased on January 22 of *************************************** good working condition. As far as the warranty and gap, the customer signed disclosures and contracts for them they can cancel those at any time, this is the first Grote is hearing about the customers concerns and issues. Grote is also willing to explore the option of trading the customer out of her vehicle, but our ability to do so, depends on approvals from the banks and lenders.

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Buick encore from Grote Automotive on April 29th 2023. On May 12th 2023 (13 days) after purchasing the vehicle the engine light came on, it wont stay started, squealing and the car will not take off it is jerking. I brought it to a Mechanic and itll be about $600 for the repair. I brought it to Grote May 15th and they basically said your car now your problem I asked them to either buy the car back or fix the problem and they will not help me fix the car or cover the cost of the repair. I want Grote to buy the vehicle back or have a mechanic fix my vehicle.

  

  Business response

  05/30/2023

  Grote Automotive has already purchased this vehicle back from customer. 

• Initial Complaint

  03/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 02/23/2023 I purchased a 2019 ************** from Grote Automotive in Elkhart, IN as a dire need after having just been involved in an accident two days earlier. I told the salesperson my situation and that I needed to keep the payments under $400 preferably lower due to costs from the accident and my particular finances. Eventually I was shown a paper that had $197 for payments listed and the price of the vehicle $25,000 (which I later found out the car is only worth $15,000 by two other dealerships). We finished up all of the paperwork and several days later I received my first bill in the mail for the car. It had my payments listed as $778, so I contacted the dealer. They stated that the $197 was a payment figure per week and not per month and that they also did not have any return policy. At no time did they walk me through the paperwork other than telling me where to sign and they never once said that they were figuring the payments for weekly. Who in their right mind figures payments on a weekly plan? Of course I assumed it was monthly because that's how the rest of the world works. Now I have a car with payments I absolutely cannot afford, no return/buyer's remorse policy with the dealer and a loan for $10,000 more than the vehicle is worth so now I can't even trade it. I was taken advantage of by the dealer and now I'm in over my head with a large payment. Account# ********* Lot# ****

  

  Business response

  03/21/2023

  To whom it may concern,
  
  *************** did purchase a vehicle from Grote Elkhart the payments he agreed to are listed on the retail contract that he signed. The Retail Contract clearly states monthly payment in its full amount. He was extremely informed during his signing process and knew all the terms and conditions. Our goal is to provide the utmost service to each and every consumer that we encounter. We hope this answers the current complaint.  Please let us know if you need any more information

  Customer response

  03/22/2023

   I am rejecting this response because:
  
  I most certainly was not "extremely informed" about payment frequency nor did the salesperson ever once tell me anything regarding the payments listed in the contract.  I was completely unaware of the the payment price being $778 instead of the $197 that I was told I would have by the salesperson before signing any documents.  I was in a dire situation and had repeatedly told the salesperson that I could not afford any payments higher than $400 per month.  Knowing that I could not afford a high payment, why would I have willingly agreed to these payments?  This is completely absurd that someone who was in a desperate situation was taken advantage without any remorse.

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I got a vehicle from Grote Automotive and i had told them i would put $500 down and i had came down with being sick and had to pay to be seen by a doctor to get better and plus i was short on my paychecks and on 1/13/23 they withdrawn the 500 dollars with out 500 in my bank account causing my account to get overdrawn and now with the account being overdrawn i can't pay bills that are due. I had contacted them and they will not refund me the money after stating that they overdrawn my account it seems they don't care and still took the money anyway.

  

  Business response

  04/21/2023

  In regards to ********. 

  The dollar amount in question was owed to the dealership from the customer through a signed agreement and contract that both parties signed agreeing the money would be paid on this date. At no time did the customer reach out to the dealership with any of the said issues before the amount owed was withdrawn.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I WENT TO GROTE AUTOMOTIVE IN ELKHART IN. AFTER SPEAKING ON THE ***** WHERE THEY SAID THEY ARE RUNNING SPECIALS FOR END OF THE ***** THEY DONT WANT TO PAY TAXES ON CARS MAKE YOUR PRICE, NO MONEY DOWN. THIS IS ON 12/30/2022. I PROCEED TO LOOK AT VEHICLES EVEN AFTER THEY SAID ID NEED A DOWN PAYMENT. THOUGH MANY TIMES I STATED TO THEM THAT IT WAS VERY MISLEADING AS TO WHAT THEY SAID OVER THE ***** AS COMPARED TO WHEN I ARRIVED. I LOOKED AT 2 VEHICLES BY THE SECOND ONCE THE DEALER ACTED ANNOYED that i wanted to look at different vehicles. When I specifically stated my problem with past dealers was that they try and force a vehicle on you. I ended up purchasing a 2019 **** edge. Putting a $4,180.00 I was initially excited and thought it was gonna work out two days into me driving the vehicle I noticed it driving odd. I hadnt drove it much before hand. I sent a text on Jan. 3rd saying the car shifts weird i need someone to look at it. @8:51am Response was let me talk to a manger and Ill let you know. Again i texted definitely need someone to take a look its not.. No response.. Jan 4th 9:27 am i texted Did you talk to him? 9:31 am i texted It doesnt feel right. @ 10:50 he responded with ya i asked him about it his is gonna talk to **** well get back with ya or you can check with **** we know people that can handle it dont sweat it. I responded whose ***** Lmk asap. He responded I certainly will he handles stuff like this. Ultimately has to go through **** for direction. Later in the day 3:11 pm i receive a text asking if I live in niles I respond with yes. Long story short they stated they need me to come back in to resign documents because they had information incorrect which I tried to correct them on to begin with.. Thursday Jan 5th i go in randomly I was in the area for a doctors appt. I decided to go in because the car was driven so bad. I walk in ask to speak to the manger tell him the car is driving like c*** please get in and drive it he says definately shouldnt feel that way. He proceeds to take me to there mechanic he says it needs to be hooked up for diagnostic but it doesnt feel right. He tells me he will find me a different car that could work.They need the paper work still signed but i had a co-signer who was at work at the time and he needed to sign too. Jan 6 7:52 am they text me they need me to come in and resign documents i explain i talked to someone and im at work. I receieve a long text short of it was he shouldnt have assumed myself and co-signer lived together and they wanted to handle it before today so they could be paid on it this month as compared to next month. And he is glad he reached out because if he didnt he could be fired.. They never looked for a car that could would potentially work. Which i was annoyed about why even say that. I talk on the phone with dealer and tell him none of this sits right with me the car drives like c*** The paper work is wrong. It just seems like a sign from God this isnt the car for me.. So Saturday after work. I go to the dealership explain that im returning the car due to the fact it has problems and the paper work needs signed. They were busy. He takes me in office I nicely explain the situation said this can be a learning expirence for us both. Im not trying to bash anyone it just all doesnt sit right with me and the fact that the loan has not gone through I think its best i return it. He then says he understands but he has to tell me not to leave the car. The next guy comes in **** who orinially told me hed find me a different car. (and did NOT) And tells me that i dont need to sign any documents he ammended it through the bank and they pushed the loan through. I said please show me that on paper. He confidently got up and walked out and camee back 3 mins later and said they couldnt print anything of at this time and that if i leave the car it will be repossed in my name and I will ultimately owe more money. Then told me to get out he had other people to use this space or he was calling the police on me. At this point im so ****** I cannot believe he just told me he would call the police on me. The general manger tries to speak with me as im on the phone with my mother. Keeps pushing me to talk to him but im clearly on the phone. I state I wil talk to you when I end my call, So i do. We walk outside he states he will help me call him on monday I told him if the loan didnt go through I do not want it to and I dont want a loan. I cannot believe your employee just told me he was gonna call the police on me and again the Gm says I dont know why they told you to come sign paper work you dont need anything signed. At this point i feel him ******* me out the door. So I say fine and leave. Monday comes around Jan 9th. I call capitol one who i was suppose to have a loan through and proceed to explain the situation. Tney tell me their is no loan its in pending status because they needed more infomation and documents resigned. I tell them do not approve the loan the car has problems i am returning the car. They agree. At appox. 3pm I get a call I couldnt answer because I was at work . The voice mail says I can return the car and i forfeited my down payment when i called the bank. That is why Im filing a complaint. I wanted to do this in a smooth, nice fashion, they are dirty and money hungry and they do not live up to what they advertise themselves as.

  

  Business response

  01/23/2023

  ********** ***** and ***** ***** ** came into Grote Automotive on 12/30/22 looking to purchase a vehicle. They provided the dealership with information such as Employment, Residence and Credit information. Through the discovery process customers selected a vehicle and we obtained financing on their selected vehicle. Customers signed all of their documents the same night and took delivery of the vehicle. We have provided all the docs. Over a week later the customer stated that there was potentially an issue with her purchase. We attempted to work with the customer to get this handled. We took the vehicle down to a service shop that did an inspection to try and identify the issue and it was determined that there was a potential issue in the transmission but they would need to dig deeper into it.  At this point it was agreed that we would handle the issue for them. On 1/9/2023 Customers called the lender and stopped the funding process. We have tried to reach customers by phone and have had no response. Customer is still currently in possession of the vehicle and is not returning any attempts to contact her. There is a legally binding form customer signed stating the refunded amount of cash down is subjected to fees. It is in the packet that has been sent to you. 
  As of the time of this complaint the customer was still in possession of the vehicle and was told they would need to return the vehicle to get their money back. As of Jan 16th, 2023 the customer brought the vehicle back and Grote refunded all of the down payment money to the customer. The customer also stated that they were going to notify the SOS & BBB about being satisfied and returning the vehicle. Please see all attached documentation.
  
  

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a vehicle in November of 2022 brought the vehicle home and noticed it had some rust that we were not informed about we contacted them sent pictures and they are not willing to do anything about it

  

  Business response

  12/27/2022

  **************** drove the vehicle and had time to inspect the vehicle. No one rushed the process. Customer also signed a document saying we did not promise anything. See Attached.. Also we did offer to pay off the bill and **** refused..Tell us why here...

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to buy a car from grote automotive on 10/04/22 They told me they could set me up with a creditor and i provided everything they needed. There were a few problems with the car that i had initially picked out to buy. They then found another car. Per stipulation i put full coverage on the car ( 2013 *** ******* and I began a payment plan for down payment. I gave 3/4 of the payment up front. The first payment i went to pay off early they took the car saying my credit could not be accepted due to " employment business confirmation" I am emplaoyed and gave them everything they requested to comfirm so, but hey took the car back. At this point i decided i did not want to do buisness with this company and told then i would like a refund of my down payment. They did send me the refund but have continued to run with credit with at least 20 different companies in the area trying to get me approved . I have called Grote Automotive and asked them to stop sending out requests because i do not wish to do business with them. It is now over a month later and I continue to receive denial letters daily in the mail from creditors. Some companies have repeatedly run my credit and it is ruining my credit in the process. I have attached proof of insurence and some pictures of SOME of the different creditors running my credit for Grote Automotive but i have kept all of them for proof.

  

  Business response

  12/27/2022

  *************** came in looking for a vehicle and agreed to allow us to help him obtain financing. He stated that he worked for his company for many years. He did not state that he was a cash employee. Upon submitting his deal to the bank, they responded that the stubs are fake.  We requested that *************** provided additional stubs and bank statements to coincide with the stubs. During the review of the stubs the pay actually decreased on more recent pay stubs. He also could not provide bank statements that showed the pay deposits. Even with the fraudulent stubs, We gave *************** a full refund for his down payment . ******* Credit was never run past his initial attempt to obtain credit and he is only receiving the letters from the banks that they send out after 30 days of the approval date. This lets the consumer know that there approvals are no longer valid. Thank you 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealership mislead me lied to me fraudulent charges fraudulent info to the bank and the price of the vehicle was not way over value , and this is as not disclosed to me it was hid from me

  

  Business response

  12/06/2022

  **************** signed several documents with the sales price and all fees that come with the purchase of a vehicle. Purchase agreement with signature included.  I have also included a ** ***** Associate  book value that all lenders use as a guide for vehicles.. ******************* sale price was $755 under the retail price for the vehicle. If there is another issue **************** is more than welcome to contact me directly and I would be happy to assist him any way I can... Tell us why here...

  Customer response

  12/12/2022

   I am rejecting this response because:
  
  I have bank letter stating that the vehicle was excessively over valued thats why they wouldnt loan, as well as I sent a certified letter cancellation of my service contract they still havent sent the refund to the loan bank. I am taking them to civil court for there lies and the way they hid prices and fees from me. I called them about a warranty issue with a tail light I had warranty for the car they refused. I have called several times and they will not respond or help with anything. This place is the biggest scam in Warsaw. I refuse there response and I have ********* of their deception 

  

  Business response

  12/20/2022

  The lender letter is from one bank... Lenders are different on their buying guidelines. Some banks loan off of trade value and some loan off of retail value. All lenders lend off of the same book which is ** ***************** As we showed your purchase price was under the Retail value. We do not approve or deny any warranty claims.. The warranties are a 3rd party contract. If **************** would like to reach out to me, I would be happy to make sure the warranty gets cancelled... He has to sign a waiver and we need a picture of his current odometer reading.... My direct line is ************...

  Customer response

  12/21/2022

   I am rejecting this response because:
  
  I have reached out to Grote what they are saying is 100% false and a bold lie I canceled and have certified letter from September canceling the service agreement and so they ignored me they wouldnt return my calls that way I would drive the car more and rack up more miles that way they wouldnt have to cancel the service agreement this is there tactic to cheat people . So I filed a claim against them in court as well as a claim against there dealers license. I have 4 different bank letters saying the car was over valued excessively if they or bbb would like those copies Id be happy to show them. I also have loan officers emailes that say that Grote way way way over priced the vehicle and the service agreement is basically a scam ! If you would like those I can provide those. Everything that they are saying is a bold lie and the nature of a sleazy sales tactics! 

  

  Business response

  12/29/2022

  Can you at least email me a picture of the odometer reading with the date in the background so i can cancel it for you? I'm just taking the steps the warranty company requires to cancel a product.... My email is ********************************************** and my cell number is ************

  Customer response

  01/03/2023

   I am rejecting this response because:
  
  State law does not require me to send a picture or sign a paper I sent a certified letter canceling the service agreement and asking for a full refund , Im not playing Grote sleezy games they are literally trying to scam me out of service agreement worth over 3 grand ****************************** over 3 grand that I canceled and they still havent sent check to loan company a warranty that before I canceled tried to get something replaced and IT WAS COVERED in the warranty and they still didnt cover it . Its a scam they are a scam thats how I no I will win the civil lawsuit in court because Ill request a jury and shed light on how they do business and scam people. 

  

  Business response

  01/19/2023

  Can you at least email me a picture of the odometer reading with the date in the background so i can cancel it for you? I'm just taking the steps the warranty company requires to cancel a product.... My email is ********************************************** and my cell number is ************

  Customer response

  01/26/2023

   I am rejecting this response because:
  
  We will settle this in court. I have told this to Grote more than 10 times. Why would I send a picture of the ** when the warranty is a ************************************************************************************** warranty period. The reason they want me to take a picture because they no that its not in warranty because they ignored my certified letter CANCELING the service agreement back when it still was in warranty! Since its not in warranty now and they ignored that letter now they want a picture that way they get away with NOT refunding me the whole amount of service agreement ! Well sorry Grote you will not bully and scam me and lie to me anymore. This will 100% be in court once my attorney gathers all the info and files the court claim and sends notice of claim . Grote is the biggest lying scamming corrupt dealership around ! 

• Initial Complaint

  04/28/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a vehicle in December 20 21 and its almost May 2022 and the title work still hasnt been completed. Dealership has told me countless times that they have completed the title work and that they have sent it to my address but I have not received any paperwork and I have made the trip and appointments with the secretary of state now twice and have been unable to come up with any resolution or get my vehicle plated. The gentleman at the Secretary of ************ told me that the vehicle is still registered to the previous owner

  

  Business response

  05/27/2022

  Customer has been resolved. We apologized about the delay in title. In good faith Grote Automotive took care of gas to and from the dealership for paperwork and any inconvenience. The air conditioning concern *********** had has been taken care. Grote helped expedite the plates in a timely manner with the *****************. Customer is satisfied. 

*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. ↩