Complaints

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a golf cart from CarNation Auto Group LLC in March. I have had multiple issues with the cart since it's arrival - broken speaker, steering wheel improperly installed, scratches to vehicle (which I was promised at time of purchase touch up paint would be provided), and an error code which I am now told is a break issue. I have made MULTIPLE calls to CarNation and have only received one call back - stating I would get a call back, three weeks ago and still have no resolution to my issues. My wife spoke to a "Jesse" that day who also promised to speak to his "boss" and call back, as well as offering to send a tech to our house to look at the cart, and no one has responded. I feel like I was sold a "lemon" and no one at CarNation is interested in resolving this issue.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a 2023 ******* ***** *** **********) on October 12th. Since the first day we brought it home it shuts off in reverse. We have asked them numerous times to just replace it with a different but they state with it being financed it is not possible and it's the owners decision. It is now back in the shop for the third time as every time they state it is fixed it is not. Since we have owned it we have only had possession of it for about a week (which it was just waiting to be returned as they are 2 hours away from us and we are only able to return it on saturdays unless we take off work) the rest of the time it has been in the shop getting worked. The businesses customer service is horrible they never call back when they say they are going to and we always have to initiate the phone call. The sales people are also not helpful they have hung up on us and every time we asked them to replace the vehicle or now since they have been so Rude and always state that's above my pay grade and the owner is out of town. We just want them to void the sale and take it back we do not want to buy anything from them let alone a lemon. My husband has texted with the owner up until right before Thanksgiving when it needed to go back a 3rd time and it has been silence from him since then. We took last Tuesday off work and drove it down to them but nothing has been done.

  Business response

  12/27/2023

  The unit that was purchased on Oct 12th is completely under warranty. We are a full service dealership and service everything we sell. We honor all manufactures warranties. The vehicles Vin number is registered to the customer as well as all of there loan documents so we can not just give someone a new vehicle for a minor service issue. It is not up to anyone at the dealership even the owner. Thats just how it works. The vehicle is currently fixed and in the possession of the customer with no issues. The vehicle was repaired in a timely manor and We can not be held accountable for someone elses conflicting schedule or ability to bring it in for service. No one here said "thats above my pay grade'' or hung up on the customer. The customer kept calling repeatedly asking for an update and we said we would call when its ready for pick up. The fact that this customer would go to the BBB over this issue speaks volumes about there character. We take care of all of our customers and We strive for an excellent customer service experience. 

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  For a business to believe "fixing" a brand new machine taking 3 times and almost 2 months to be timely is amazing. I spoke with the loan officer at the bank on this account and if you guys would of just made 1 phone call to her we could of got a different one with a little paperwork then the headache would have been done and over with. We reached to you numerous times because we were never kept up to date. When a business tells me that something will be fixed In a week and then 2 go by with no word yes we're going to call. Then when your salesmen tell us they are going to call the shop to get an update then call us back and we never hear back from them numerous times yes we're going to call back until we get an answer. Apparently whoever started texting my husband on 11/20/23 didn't tell that person the reason they had to text was because he gave him an attitude and hung up on him. When I called the shop on 11/2 and spoke to the salesmen he for a fact stated numerous times that it was above his pay grade so he is either lying to you or you do not want to admit it. I am glad that it is finally working correctly for now minus a leak in its tire so we don't not have to deal with your poor customer service anymore. If we have any other issues we will take it somewhere else that would actually appreciate our business. We will never recommend you to anyone and the person who recommend us and numerous people to you will never be doing it again. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Asked before signing paperwork to buy a used vehicle as-is, what would you do if the engine dies a month from now? Salesman “we would try to make it right.” Check engine light was on, vehicle made strange noise in passenger heater when turning on then stopped after start up. test drive fine. No issues disclosed. Drove home, noticed vehicle seemed to have an issue accelerating. Website advertised we are the best, quality inventory, vehicles carefully inspected & serviced to ensure it meets our highest standards, Our mission is to provide the best customer service while facilitating a fun, hassle-free car buying experience. Car overheated 10 days after purchase while accelerating up hill. My mechanic said exhaust gases present in cooling system. Needs new engine & radiator. I paid vehicle tow to dealership for a previous agreement to trade & receive reimbursement for the difference. I called to notify them I’m coming for the new vehicle, they say they sold it. So now they say they’ll fix it instead. They take it to their mechanic that services vehicles, they couldn’t find anything wrong with it & said it was ready for pick up. I requested the liquid test, they said engine work is beyond their practice & they can’t fix it. So the vehicle was never properly serviced before sold to me. Still haven’t received my car back, fixed, after a month. Communication is so minimal, calls & texts get ignored, I have to call them over & over to get any info. owner blames me for his negligence, says I made a small issue worse which is not true. Owner won’t reimburse after I begged him to do the right thing. I don’t want to deal with this any longer. I’m out $7k cash & a vehicle. I need my money back or the vehicle properly serviced to drive. I can’t make a living due to no transportation. Worst experience of my life. Severe depression caused by poor customer service. Salesman also advertised as “knowledgeable” yet answers are always “I don’t know, you’ll have to talk to the owner”

  Business response

  04/22/2022

  In regards to complaint filed ID # ******** This customer had apparently went off road   while drinking and driving. There was **** in the vehicle and an *********** *********. The vehicle was completely trashed and tires and radiator were covered in mud. Customer said the vehicle over heated and it was found to be because of the radiator caked in mud from going off road. We took the vehicle to 3 local shops all of which confirmed there is no problem with the engine. I have attached the diagnosis report. This vehicle was sold AS-IS however as with every customer we try our best to rectify any issues our customers have with there purchases. We cannot be held liable for customer negligence. The customer has picked up the vehicle in running condition.

  
  Regards,
  CarNation Auto Group LLC 

  Customer response

  05/05/2022

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

  
  Regards,
  
  ***** *******

*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. ↩