Complaints

• Initial Complaint

  07/15/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I paid $6,700 in November 2021 for a 2012 Chrystler Town & Country. It took 4 months for us to receive plate & title, which was received late March 2022. It was never disclosed to us that the title was Branded, until the warranty company discovered it & denied our claim for the transmission to be repaired. This is all after we repaired the transmission cooler line assembly ($440 out of pocket) in April 2022 and did a complete brake service including pads/caliper, hoses, front rotors ($1550 out of pocket) the same month. The warranty company had already covered a new starter (June 2022) & ac compressor (May 2022) for the vehicle. This is all <6 months of having the vehicle. Lakeside auto employee ***** worked with warranty company to assist more in transmission issue but they will only cover what the vehicle is worth, $2750. I paid over twice this amount, excluding repairs. I requested Lakeside purchase the vehicle back from me in order for me to be rid of loan and find new vehicle. My request was denied and due to the title being Branded, the value of the vehicle is 20-40% less already, excluding the fact that it still needs a transmission and struts as well.

  

  Business response

  08/01/2022

  Good Afternoon,

  In regards to Antonio ****** complaint ID:  ********, we are very sorry that it did take longer to get his license plate.  Unfortunately we had an unexpected issue:  the previous ***** that was listed on the Indiana title is deceased.  His son was the executor of his estate and had legal authority to sell the vehicle and that is who we purchased the 2012 Chrysler Town & Country from.  The problem occurred when we went to transfer the title in Kentucky at the Hardin County Clerk's Office.   We found out from this experience that the forms that Kentucky and Indiana require for an estate title transfer are different and the COVID protocols lengthened the time to get the documents Kentucky required from Indiana.  It was a very frustrating experience for everyone involved.

  We are also sorry Mr. ****** had mechanical issues with the 2012 Chrysler Town & Country.  We have read the notes from the warranty company and found out the problem.  Each warranty has a limit as to how much it will pay out.  They had reached the limit with the transmission repair that is needed.  Our ***** got involved and after finding out that the warranty company could buy the transmission but had no more room left to pay for the installation, Mr. **** said to pay for the installation because of the amount of the repairs to his vehicle.

  As for the mileage concern, the young man who inherited the van from his father had guessed at the mileage due to a dead battery at the time he applied for the lost title.  It was incorrect but only because of his guess.  Once we installed a new battery we saw the correct mileage and put that on the Kentucky title.

  We have also attached the bookout sheet which shows Mr. ****** paid less than the retail value at the time of purchase and the van is still worth $5,980 retail value.  I am not sure what number they are using now but it is incorrect.  I believe the number may be the amount of warranty they had left.  We have attached the bookout sheet from when Mr. ****** purchased the vehicle as well as the purchase order.

  At Lakeside Auto Mart, we have always been concerned about our customers situations.  Unfortunately with used or new vehicles, some will breakdown.  We help as much as possible, but even big manufacturers can't pay for every repair after a certain age or mileage.  Their vehicle was out of warranty at the time of purchase.  They did purchase an extended warranty and protected themselves as best they could.  That is the very reason Mr. **** has called a trusted mechanic to assist us with this situation.  We have contacted Mr. ****** and we are supposed to call him back at 6:00 pm tonight, July 28th, 2022.  We feel like he will be happy to hear his transmission will be fixed with the help of the warranty company and Mr. ****, ***** of Lakeside Auto Mart at no additional charge him.  If you have any questions, feel free to contact us anytime.

  Thank you!

  Lakeside Auto Mart

  ****** ****

  *****

• Initial Complaint

  05/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  _On 24 March I Agreed to purchase a 2019 ford super duty F250 truck from Lakeside Auto Mart located at **************************************************. The salesman’s name was ****** (i believe he is the owner ) The price of the Truck was $ 52,900. I traded in my 2013 chevy truck which left a balance of $ 40,473. I then said all give you a counter offer . I said all give you cash or a cashier check for $38,000 title clear out the door. He then wrote $38,000 on the paper Circled it and said deal . I went and got him a cashiers check for $38,000 . I had a handicap plate on my vehicle told them I needed to take off and I was informed that they would take it off and I could pick it up later when all the paperwork was complete. After a couple of weeks I returned to the dealership to recover my disabled plate and was told that they couldn’t find it . I also asked where my title was that I haven’t received anything from the DMV. Then I was informed that the DMV was probably backed up and it might take a little longer. I replied ok in the meantime find my plate. So then I went home and called Frankfurt DMV and asked them where my title was . After them doing some looking they informed me they have not received any paperwork on this vehicle. I then called the dealer and asked them what was going on and they informed me that they were working on the lien. I said what lien You never mentioned any lien was on the truck . They replied that this was normal . Well this is not normal and I should have been informed of this pryer to the sale . The deal was title clear out the door. Then on 5 may I called and talked to ****** and informed him they needed to put a rush on this and get it done. He replied with well you have 60 days right. I said that you have my disabled plate and that I have been without it since 24 MARCH 2022. So here we are May 18 2022 I called Frankfurt again and they still haven’t received any paperwork on this truck. So where is my paper work ?Where is my title ?

  

  Business response

  05/24/2022

  We have transferred the 2019 Ford F250 Mr. ******** purchased into his name.  Attached is the registration showing Mr. ******** as the owner.  When the truck was transferred we supplied the necessary document showing the previous owner's lien had been satisfied otherwise the Clerk's Office would not have allowed it to be transferred.  Mr. ******** will receive his title in the mail from the transportation cabinet in Frankfort Kentucky.  Once we had Mr. ********** registration and his new Disabled Veteran license plate from the Hardin County Clerk's Office, Mr. ******** was called and he came to our dealership and picked them up.  We told him he would receive his title in the mail from Frankfort and he said he was going to call them to verify.
  
  
  
  If you have any questions or would like more information about this matter, please let me know.
  
  
  
  Thanks!
  
  *****
  
  Lakeside Auto Mart
  
  **** ** ***** ***.
  

  Customer response

  05/24/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** * ********
  
  

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