Complaints

• Initial Complaint

  01/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them November 6th 2023, starting November 20th of 2023 my car began cutting off every time I slow down or hit the pedal. My car has been in the shop several times since then and here it is a year later my car is still cutting off every time I hit the pedal. ********* sold me a car that does not properly work and has caused me a lot of trouble and money. When I first contacted someone about my car they said there was nothing they can do I had to put it in the shop. This place is a scam!

  Business response

  01/07/2025

  After investigation, it was found that the customer has not sought to repair the issues presently causing her concern.  There are only two tickets on this customer. One complaint was squeaky brakes which were just lubricated for the noise issue with ABS traction light was on and left rear wheel hub assembly which was replaced along with the wheel speed sensor to resolve that issue. The other complaint was wobbling while driving and the front lower control arms where replaced.  No help has been sought for her current report.  We have explained to her what payment options are available, and we stand ready to address her current concern if she makes an appointment with our service department. 

• Initial Complaint

  01/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the car with down-payment of ****** on 8.14.2024 and it was still warm out so was only using air cond. We'll it got cool one morning so I went to turn heat on to it just blowing cold air. I contacted oak motors. NO HEAT and it's winter time. Also have 2 kids that are transported by this car. It's a safety issue I can crash not.being able to.see out windows.

  Business response

  01/02/2025

  After investigation for the no heat concern on the ticket dated Sept 17th, she had multiple issues with the vehicle. One being the blend door was bad and she was given the option to repair.  She declined as she did not want to pay for the part and or labor. She was quoted by the warranty administrator.  We are able to attempt repairs if she is willing to pay. 

  Customer response

  01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******* ******
  

• Initial Complaint

  12/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into an agreement with Oak Motors/Indiana Finance on 7/29/2024 to receive an 2013 Acura RDX. Less than 6 months into having this vehicle, the engine completely seized on Sunday, December 22. I called the next day and was immediately told that there would be a towing fee. No consideration for the mechanical issue, just about the money and cost. I told the person who initially answered the phone that I would call back. I called on the morning of Tuesday, December 24 and spoke to ******** the Sales Manager. He said he would put in a request to get the vehicle towed from my home. This took place later that day. On Thursday, December 26, I called the ************ for an update and everyone was gone home for the day. I heard back from ***** (************) who then informed me that the suv would need an engine replacement. I was asked to email documentation from my last oil change from dealership. I, then called my original salesman, ****** who told me he was not told anything about my vehicle. I reminded him that I have only had the vehicle less than 6 months and how unacceptable this was. I told him that I would prefer to put into another vehicle. He told me that he agreed and that he would talk to the ************, and get approval from the Sales Manager. He told me that he would make this an important point to get done that day. I never heard back from him and it's now been a few days. The ************ informed me that they were expecting the engine to delivered on Friday of this week. There has been no other follow up from the Sales Manager or anyone else. All of the vehicles that they sell are NOT serviced or checked for issues beforehand. The common denominator for all their vehicles always wind up being an engine and/or transmission repair which is not fair to the consumers. I have also filed a complaint with the ************************ regarding this issue. Complaint# #********

  Business response

  01/02/2025

  After investigation, it was found that she has been spoken to by service and was informed what is wrong with the vehicle and why it needs an engine which is under warranty. Engine assembly was ordered  on 12-30-24. Hopefully her engine comes in Friday or Monday due to the holiday delay. She did have an oil change proof as well for the warranty coverage.  

  Customer response

  01/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  Instead of my desired resolution, this company continues to show no regard for their customers, only about taking their money.  Not one time did this company apologize for my convenience, ask me if I needed any assistance in providing a travel/vehicle workaround, instead 'probably the engine will be delivered'.....my position has not changed.  ************ has faulty vehicles.  This is the start of an ongoing problem with all their vehicles that they sell.  I know that I am not the first to file a complaint like this and I will not be the last one to do so.  I am one of many.  My position has not changed.  I do not wish to continue doing business with this company.  I want an mutual release.  
  
  
  Regards,
  
  ***** ****

  
  

  Customer response

  01/08/2025

  Attaching screenshots of recent text messages from the so-called Relationship Manager at ****************  Her repeated disregard of me stating multiple times that I do not want this vehicle due to the extensive engine repair but instead all she/they care about is collecting money from people. I also have the first email exchange from 1/2 where I told her about the car being in the service department.  She also called me while I was at work on 1/7, leaving me a voice mail asking about payment, if I changed jobs and did something happen to the car.  It is common knowledge what is going on with the vehicle and she, Oak Motors and *************** has been knowing about this situation since the vehicle was towed to their ************** on December 23, 2024.   

  Per the screnshot text messages, references to **************** and now respossession is mentioned.  1) The vehicle has still been at their service center location since December so there is nothing to physically repossess.  2) Their so-called auto auction is actually their dealerships of Oak Motors where, after the engine replacement is completed, the vehicle will be listed and resold from Oak Motors

  My position has not changed.  I want an mutual release from this agreement.  I also have access to legal representation and I have no problem of getting a lawyer to represent me in this complaint if need be.  

   

  Customer response

  01/14/2025

  This complaint should not be resolved.  I received a text message from a third ****** from ******* Finance by the name of  ****** and she has informed me that the ************ has not received the replacement engine as of today, possibly this week and possibly the repair could be done next week.  No final answer because they do not know.  The vehicle is still sitting in their service department with no engine and I have still been without a vehicle all this time.  I am proceeding with obtaining a lawyer and sharing this update with the ******************************** 

  Customer response

  01/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  This is not an updated comment.  It's the same exact comment they shared the first time  I am not seeing anything else by the company.  Am I missing something?.  As of 1/15, the engine was ordered 5 days after it was towed on 12/30/2024 and they are still waiting for parts.  Nothing has been resolved or settled.  I still wish for my original resolution to be granted.
  
  Regards,
  
  ***** ****
  

  Customer response

  01/27/2025

  Attaching an screenshot of a text message that I received from the ****************** on Friday, January 23, 2025, 30 days after the vehicle was towed in their service department.  The engine replaced took 30 days and during this time I had to find my own way to work with no workaround from Oak Motors/*************** only accepted to be asked to make a payment with no transportation.  As I have already stated from the very beginning, I do NOT want the vehicle.  Nor is it fair to me that that engine failed after 5-6 months of driving the vehicle.  I am not the only person that has had complaints again these two companies and I know that I will not be the last.  Complaints are going to continue to come in about them.

  I do not want to continue dealing with Oak Motors and Indiana Finance.  The vehicle is still at their ************** where it's been for an entire month, they can keep the vehicle and resell it - since they have threatened to repossess it.  They already have it.  My position has not and will not change.

  Business response

  01/31/2025

  The company is not prepared to offer a mutual release of this particular customer. 

  Customer response

  01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  The vehicle has been at the dealership's ************** for an entire month getting the engine replaced.  No other alternative or workaround was offered to me.  All this company cared about was demanding payment for a car that I had less than 6 months, no way of getting to work for 30 days.  They already have the vehicle and fixed or not, I do not want that vehicle. Every vehicle they sell, they do not check beforehand. They sell it 'as is' and then the customer always has to deal with a major repair and be without a vehicle for a period of time.  This is not the way to do business.  Since I have been threatened with repossession and since the vehicle is already at their **************, they can keep it. There is nothing to physically repossess since I have not had the vehicle since December 23 2024.  Any vehicle that they 'repossess' gets put back in their inventory and listed for sale on their website again.

   
  
  Regards,
  
  ***** ****

  
  

• Initial Complaint

  12/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought car from oak motors 2012 ***** odessy didnt even have it 2 weeks an engine light came on how can I get them to either make it right or get out of my contract and into a vehicle with no problems

  Business response

  12/20/2024

  This customer never brought the vehicle in for service.  In response to this Complaint, our service center contacted her to inquire about the complaint.  They offered to look at the vehicle and the customer refused.  They offered to tow the vehicle in for service and diagnostic, and she declined and hung up the phone.  We are trying to help the customer, but she is not accepting of it.  

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ever since October 4th when both motor mounts were to be replaced, one was ordered wrong and they sent me away missing one, left with my car being extra loud, and transmission slipping as previously reported, with a knocking noise at every bump in the road, October 15th had my car towed, October 21st got my first loaner car, October 28th that loaner cars transmission was overheating put in second loaner car October 29th and finally got my car back November 8th and paid $120 for $50 deductible and $70 tow fee took my car home but immediately realized that my car hadnt been fixed at all , I would like for them to correctly fix my car instead of every time I take it there I leave with more issues and Im paying $580 a month

  Business response

  11/22/2024

  After investigation, the customer will be on Friday the 29th to drop the vehicle on black Friday for repair and re-evaluate the issues/concerns the customer is experiencing so we can get this fixed entirely without further issues.
  
  
  
  
  

  Customer response

  11/26/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  I am bringing it on thanksgiving night and putting my key in the Dropbox and hopes to be completed by end of business day Friday so I dont miss out on any work, I appreciate the fact that they are going to redo the repairs that werent previously completed correctly when my vehicle was in their possession for two weeks! Once again I shouldnt have to pay another deductible and Id appreciate if this concern could be addressed prior to the work being done!
  
  
  

  Regards,

  ***** *****

  Customer response

  12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  I was told to bring in my car on thanksgiving night so work could be preformed on Black Friday, when I spoke to them on Black Friday when I left work they said that mechanics had called off on that day so they couldnt get to my car, I called on Monday December 2nd and was told that they cant find the issues as previously stated on my paperwork by their staff, I called today at approximately noon (December 3rd) and was told nobody had checked it out yet!! Id much rather them have my car sent to a certified mechanic at the ***** dealership who can address my issues that are included in my warranty! Otherwise I should be reimbursed and an amount of my payment be deducted as Im struggling to keep up with my payment since I dont have my reliable transportation that Im paying for. I should not be charged another deductible since the prior one went towards work that was not done or even begun.
  Regards,
  
  ***** *****
  

  Business response

  12/09/2024

  The customer's car is completed and waiting for the customer to be picked up. She needs to approve struts on the vehicle non-warranty that still will need replaced by time and or mileage. We waited 4 days for the customer to come in and perform a ride along with the technician to identify the problem that she was insisting was an issue. Every time she picked up the vehicle prior there was something else wrong with the vehicle after performing repairs. She came in Thursday afternoon to complete a ride along on 12/5/2024 after 12p.m. She was told prior we were not going to throw parts on the vehicle without addressing her complaint and still have issues after again with the vehicle.  We found motor mounts that were previously replaced causing excessive engine movement vibration.  Along with one that was not replaced prior. We placed the motor mounts and the noise/complaint she pointed out is gone now.  Hopefully this resolves the customer's issues. 

  Customer response

  12/09/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  ***** *****

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme dissatisfaction with the service I have received at your establishment. My car has been in your shop for over three months, and throughout this time, I have been given the runaround regarding its repairs. Every time I contacted your team, I was informed of a new issue, none of which were communicated to me clearly or in a timely manner.I would like a detailed explanation of why my warranty was not honored, a timeline of the repairs made, and a final resolution as to when I can expect to have my car returned in proper working condition. I also request that the repair costs incurred due to this delay be reviewed, as I feel some of them may have been unnecessary.

  Business response

  10/25/2024

  She has also been kept updated. This customer's car came in for a no crank no start on 8/13/24 it had a bad starter and needed a RL once repaired car had low compression and needed an engine. The engine was declined for warranty on 8/29/24 for no oil change proof because the ones she sent over were fictitious. Then we sent over a repair loan for engine repair and decided to give customer a loan which was approved on 9/12/******** were ordered on 9/12/24 it took several days to get here, then once repair was started we ran into other parts that were needed, turbo lines, gaskets and each time its taken over a week to get these parts from ******.  Customer was not under warranty due to her lack of oil changes.  This is a ****** Juke with a special engine,  so parts were hard to find.  The car is being worked on now.

  Customer response

  10/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******** ****
  

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2017 Camaro from Oak Motors in June, put 3500 down never missed a payment completed oil changes scheduled maintenance full synthetic oil premium gas. Babied the car, end of September after having it for only 3 months the check engine light comes on, then 5 minutes later starts blinking. I pull over have it towed to shop. wait 2 weeks to have it diagnosed, they tell me cylinder # 2 Coil, Plug, Vacuum Pump, Pc hoses but good news the engine is still good. The day the car was supposed to be finished nobody called me so at 5pm i call them and am told my engine has no compression and i need a new engine. They originally told me my engine was fine then two weeks later tell me its blown and i have to go to the back of the line again to wait to have my vehicle serviced. How long i ask? 3-5 days to get parts - then 2-4 weeks to get the engine put in. After already having the car for 2 weeks. I told them if they car was properly diagnosed the first time i would have my car back already they need to order the motor and put it in when it arrives putting me at the back of the service line again because of incompetence isn't right. I then ask what about the rental car my agreement says i will have access too? You'll be put on a waiting list to get a rental car, your about 4-6 people back. I say that's unacceptable i need a car. I am still making a weekly car payment to Oak Motors even though i don't have a car. I am still paying full coverage insurance for the car i don't have and paying 370/week for a rental car so i can take care of my family and pay my bills i have upheld every part of my agreement while oak motors has tried to squirm out of every responsiblity the boast about in their advertisments, Then they tell me the ********* they are putting in isnt new at all it has ***** k plus miles on it. They do not do what they say they are going to do nobody returns your phone calls, and customer service is a joke. i will be strongly recommending people not to buy OAK

  Business response

  10/18/2024

  After investigation, we are sorry that this customer's experience was less than favorable to him. Extensive diagnostics and service work were needed on this car.  We have now gotten approval on the engine through warranty just yesterday and we have ordered the engine. Given that it will be covered under warranty, we hope that this will satisfy the customer's position. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car broke down only 2 months old no rentals available engine is busted

  Business response

  09/27/2024

  Customer came in this week with overheating issues and low oil. We found that this ******* is under special recall for engine. We took the car to ******* after talking with the customer and her son. ******* is installing new engine under recall. Customer does not have insurance for a rental. Hopefully, ******* will fix the recall issue and return her car promptly. 
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They've had my car for 6 weeks change one part on it that wasn't it told me it was the motor put a motor in it still won't start they don't know what's wrong with it they said they had to call somebody else in last couple times I've called they put me on hold and then someone come along and hung up the phone and when I do finally talk to somebody they can't give me any information they say no new updates I've had to shorten my hours trying to find a ride home it's affecting my stomach worried about my vehicle it's the only transportation I have

  Business response

  07/26/2024

  The customer is correct when she says we have had her car for a long time.  She could not get a loaner because of her insurance not covering the loaner.  The vehicle has an intermittent short between the *** and camshaft sensor.  We are sending it to the dealer so they can pinpoint the short in the harness.  We updated her this week, as the service manager just got involved yesterday with the tech.  We hope to have this resolved soon.  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently got a car from oak motors and its been a complete nightmare since the first payment! I got a car from them on 4/29 a ***** Equinox 2011. The car broke down the next day going to work! I returned the car and they put me in a new car immediately. So on 4/30 Im in a ***** Cruze LT 2014. A week having a different car it overheated. They service the car on 5/09 replaced hose and added antifreeze.. everything was fine for a week and half almost 2 weeks with no problems then overheats again. This time I take pictures n make videos because it shouldnt be doing this so soon. So I get it serviced again on 5/23. This time Im hot and ****** off because they just drove the car and never actually fixed the car they had multiple people drive the car to see if it overheated. All for me to send it in again for a 3rd time on 5/31 because Im losing antifreeze and engine is misfiring. I even had a third party look at it which was a friend. Spoke with service told them everything wrong with the car because ik and worked on cars before so I get ****** when people lie to me! I talked to them today and said they couldnt find a problem so they didnt fix or replace anything. I spoke with sales service and finance! Nobody can accommodate me with a car, nobody can service the issue or even refund me my money back. Ive made each payment on time and allowed them to resolve the situation all for them to tell me my car can be repossessed which is crazy because I havent missed not one payment! Another option was to part ways meaning no refund and it wouldnt go on my credit.. or pay a 250 tow fee to a different lot to not even guarantee they can put into something. To have 2 cars in 30 days and 3 services is unacceptable! Still have 36 months warranty or ****** miles which ever comes first! Engine and transmission is covered so Im confused why service wont do their job! Im still coming out of pocket to get to work still have the car! I jus want a reliable car or money back!

  Business response

  06/07/2024

  Customer originally purchased an Equinox, and due to early service issues, we traded him into a Cruze.  Apparently, customer is unhappy with the Cruze, and complained of it overheating several times.  We had the car towed into service twice only to find out that there was nothing wrong with it. Our ****************** head personally analyzed the car and found nothing wrong with it.  The customer has requested an SUV, but the company is not in a position to offer him a trade for that kind of vehicle.  

  Customer response

  06/07/2024

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 

  Customer response

  06/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  They never called me about anything they promised at all. I called them today to find out how i missed a payment when its automated to come out every Friday I havent missed not one payment! Then to be told my car is repossessed without being notified about anything is beyond crazy! They been having my car since last Friday for the THIRD SERVICE!! Not 2nd and I actually loved that car low mileage ran smooth until it started to over heat and misfire. It takes days of driving for the antifreeze to leak out not just 5 miles up the street and back. I go to work and move around with my family as well and once i didnt feel safe driving the car I returned it for service. At this point I would like all money back in return! I never agreed to anything outside service or a different vehicle.. Ive paid the total of 996! That includes the 500 down payment on 4-29 with 118 every week of 5-10, 5-17, 5-24 and 5-31 with and additional 24 dollars for collateral damages.. I never had the car long enough for me to even register the car for plates! I spent my last to get this car they can not be serious! 2 cars and the second car has 3 services less than a month thats a lemon! 
  
  Regards,
  
  *********************

  
  

  Business response

  06/10/2024

  The company has nothing to add to the original response. 

  Customer response

  06/17/2024

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  Customer response

  06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Ive never missed a payment for this vehicle and have confirmation numbers to prove it! They took my route number directly from my bank!! Automatically came out every Friday!! I send my car into service to be fix and they have it for almost a week to repossessed my car while it was being serviced! Nobody reach out to me about anything communication at oak motors business is horrible! All they care about is taking people money!! 

  See attachments for pymt records
  
  Regards,
  
  *********************

  
  

  Business response

  06/18/2024

  The company has nothing further to add to its response. 

*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. ↩