Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 GMC train SLE H33353334**3734373532H. I test drove the vehicle. My brother was also **** the salesman/owner in the vehicle as I test. There was a knocking on the right front as you turn the steering wheel. My brother said that sounds like the struts. **** stated No nothing is wrong, whatever it is we will take care of it, we will take care of it. ************** took the car back to him, Wed., July 31, 2024, he drove it, kept saying he didn&#**;t hear anything, said he would take care of the problem. I left the car for him to repair the struts. August 1, 2024, I received a call to come and pick up the car, the same thing was happening. I took the car back. **** told me to take to Kings Custom, 1010 N Kingshighway they told me it was the struts. I took the car back to **** at H343237323730**383538H, told ****, gave him the receipt what it would cost to fix it. Now he does not want to fix the problem. I feel because **** stated that he would take care of the problem, that&#**;s what I expected. That&#**;s the only problem, this vehicle runs very well. I am not happy about this situation.

  

  Business response

  09/05/2024

  *************************** purchased her 2017 GMC Terrain from Kugman Motors on July 29th, 2024. She heard a noise in the front by the steering wheel of the vehicle, to which we told her we would take care of the knocking noise she heard. We took the vehicle up to Kings Auto Repair on August 9th, where they replaced the rack and pinion per our agreement at no cost to the customer. After August 9th, ******* came up to let us know she heard a separate noise that was different from the original knocking near the steering wheel. We let her know since we completed our obligation with the first noise, this new noise would need to be taken care of by her warranty and that we would honor the 50/50 split cost as per her warranty agreement. ******* was dissatisfied with the response and has since refused our offer to take care of this new noise at half the cost with her. 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle for $3000, the check engine light came on 2-3 days later. I called and was told it should go off, and I was sent to their mechanic, the mechanic did an engine scan, I was then told by Drew ********************** advised that he would half on the cost. The vehicle was towed by Mark **********************, to a repair shop on June 24 2024 I have not been told where the vehicle is located or an update on the repairs.

  

  Business response

  07/20/2024

  ************* purchased a **** Edge Sel on June 1, 2024 for $14995.00.  He put $3000.00 down and financed the rest through Credit Acceptance Corp.  The car was sold with a *****- warranty from us and a 3 year ***** warranty from Credit Acceptance Corporation.  After receiving complaints from ************* we sent his car to ****'s Automotive, ***********************************  ************* was aware of this.  They diagnosed the problem and indicated that this was a common problem associated with this particular vehicle.  The repair was estimated to be $5,200.00  The repair was approved under the ****** warranty and would cost ************* nothing out of pocket.  We agreed to pay any deductible for the repair.  We told ************* about the situation but he refused to discuss anything and insisted that he just wanted his money back.  He put over 1600 hundred miles on the vehicle.  Our warranty is for 30 days or 1000 miles.  We would still honor our warranty at the ***** agreement but it would be much cheaper for him to use the ****** warranty.  While we regret that ************* had a problem very early in the loan process, it is impossible to predict when and if a part will malfunction.   We purchase our vehicles at the Manheim St ****************** and have them checked by their post sale inspection service in an effort to insure a good vehicle purchase. We also use an independent repair shop, Kings Automotive to inspect every car before sale.

  We would be happy to discuss further with ************* to try to resolve this issue.  His car could be repaired at no expense to him using his warranty.

  Thank you,

  Mark Kugman, pres

  Kugman Inc

   

  Customer response

  08/30/2024

  I am rejecting their response because they knew all the time that there was something wrong with the car.  They told me to drive the car around a couple days before I get the inspection on the car.  They sent me to the auto repair place 3-4 times and they couldn't tell me what the problem was with the car.  They put antifreeze in the car to take off the check engine light.  They knew something was wrong with the car.  The heat sensor light came on one time I was driving the car.  

  

  Business response

  09/16/2024

  We have already responded to this BBB complaint in detail on July 20th, 2024. Our answer remains the same. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THE DEALERSHIP SON SOLD ME A LEMON! I NOTICE MOLD IN THE ***** AND FOUND OUT IT WAS AN ISSUE WITH FUEL PUMP! MOTOR OIL ALL OVER UNDER THE **** AND STABILITY TRAK CONSTANTLY COMING ON. I SENT PICTURES AND EMAILS TO THE BUSINESS EMAIL AND THE **** I WAS TOLD BY ONE ******* THAT HE WAS NOT GOING TO BUILD ME A NEW ***. THE **** BODY SHOP NEXT DOOR TO KUGMAN CUSTOM **** BODY TOLD SALESMAN *** THAT THIS *** WAS NOT FIXABLE AND NEEDS A DEALERSHIP! I HAVE TAKEN THE VEHICLE TO 5 **** BODY REPAIR SHOP AND NOTHING CAN BE DONE AND I ASK FOR A REFUND AND WAS DENIED. STABILITY **** WENT OUT AND ALMOST CAUSED ME AND MY DAUGHTER OUR LIVES SENDING US OFF THE HIGHWAY IN *******. *** WAS GIVEN BACK AS I TOLD THE ***** THAT THIS *** WAS A PROBLEM FROM THE START AND AS YOUR CUSTOMER YOU DIDNT ***E ONLY THING YOU WANTED WAS MONEY AND THE *** WAS INOPERABLE. ALL THERE ***S NEEDS TO BE INVESTIGATED

  

  Business response

  04/26/2024

  This is in response to the ********************************* auto complaint.  The car was purchased on 11/18/22 with 111,427k on the miles.  Our dealer warranty is a powertrain warranty only (motor and transmission) 50/50, 30 days or ***** miles whichever comes first. ( 50/50 means we pay 1/2 and the customer pays 1/2.  We went above and beyond our warranty by paying 100% of the repairs.  There was also a 36month 50k mile warranty purchased though AUL.  We were notified that the car had some issues and the vehicle was brought to ***************** Chevrolet. We tried to do everything to help ********************* out.  We paid for ALL repairs at ***************** even though our warranty states 50/50. ************************* vehicle was also financed with Kugman, **** and we even bumped her payment a full month due to the issues she was having.  ********************* made 13 payments and of the 15 payments that came due during the time she had the vehicle.  ********************************* put ****** miles on the car in 15 months.  ******** also failed to keep Comp and Collision car insurance per the contract.  The car was eventually voluntary surrendered with extensive body damage.        

  Customer response

  05/04/2024

  Kugman motors sold be a lemon and had someone to pass the car for inspection and emission! I have proof from 3 car places that this car was a flood car or was in a accident and they covered it up. This car stability went out and I almost died went off the highway because it wont turn! Mark ********************** car lot needs to be investigating.  Insurance dropped me because the vehicle was a danger and not reliable. I have submitted all proof this car was a failure even the letter from ***************** stated this was a failure new motor was need and stability and Mark ********************** refuse to fix it

*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. ↩