Complaints

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 30,2024 , I purchased a 2016 Hyundai Sonata from Kellie’s Auto Sales. The car total is $12,500. I put down $3,000. My car payments is $500 for 3 months then down to $400 after first 3 months. My first payment was due July 13, 2024 and I paid it. The moment I drove off the lot, the engine light came on. I instantly brought the car back. They kept the car for 2 days and when I came to get it, they said they fixed it. So I continued with my week. By the end of the week the car was messing up again. I told them and they scheduled me 2 weeks out for service. So I haven’t been able to drive the car. I was scheduled for July 25 but I drop the car off on July 24,2024. I am coming up on my second payment on August 10 and it’s very inconvenient for me to be paying on a car I haven’t drive and just brought. I been paying for rentals for 2 weeks now. I don’t know what my options are but I am over this company giving me a run around.

  Business response

  08/16/2024

  ********* ****** purchased a vehicle on June 29th, 2024.  The vehicle was sold AS IS and without a warranty. 

  
  Ms. ****** brought her vehicle in for a service appointment on July 1st.  She contacted us again on July 9th to request another service appointment and was scheduled for July 25th.  This was our earliest appointment available. 

  
  Ms. ****** dropped her vehicle off on July 24th.  It was documented that she put 3,208 miles on the vehicle in 26 days, so it doesn’t appear that she was unable to drive the vehicle while she was waiting for her service appointment.

  
  We completed the repair at no charge to Ms. ******.  This was done in the interest of goodwill.  She now has possession of the vehicle.

  
  Thank you for your assistance and time in reviewing this matter.  Please let me know if you have any questions.

  Customer response

  08/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ********* ******

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2015 Dodge Charger from Kellie’s Auto Sales on March 8th 2024. At the time of purchase I made a $4,000 down payment, as I was trying to get insurance on the vehicle and no insurance companies would accept the vehicle due to it being a “branded title.” At the time I had no idea what that meant until one of the insurance reps told me the car had been totaled out and Kellie’s bought the car and fixed it to “new. I told one of the employees this and he went to go tell my sales rep. The sales rep never came back out and spoke to me but told one of his employees to tell me that I am able to just go and take the car without having insurance and to just come back when I was able to get some. Since then the sales rep has not contacted me and when I tried to contact him I heard nothing. Less than 30 days of me having the car, the check engine light came on. I never received a title for the car. I stopped making payments on the car until I was able to get in touch with the sales rep who sold me the car to try and figure out how I will get it insured. On May 7th 2024, they came to repossess the car from my home. When I went to Kellie’s Auto sales, I explained to the employees that were there of my situation, they stated it was not their responsibility that I was not able to get insurance and would not give me the name of the sales rep who sold me the car.

  Business response

  06/26/2024

  Good Afternoon,

  Ms. ********* complaint has been resolved. 

  Thank you for your assistance with this matter.
  

   

  Customer response

  06/27/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  i bought a ****** maxima 2017 for my son the price was ***** we agree about the price and after 2 days from porchasing the car i find few issue inn the car 1-the ac was not working properly 2- the transmission need to be fixed the sacand **** dos not shift right 3-the engine light alweys on 4-hevy whit smoke comes out off the car well after i talk to deal the sales man he agree to fix the proplims and gave a date june 7 2024 i send my son and my wife the was no appointment eccord.the girl work at the front disk she was **** to my waif and son the i spoke to mou at 7 in the same date he is the maneger at that delar ship he start shouting and cersing me out and told me he is not going to fix the car and called my mom bad words iam asking your help to get my moeny back and deal with issue

  Business response

  06/18/2024

  *********************** purchased a 2016 ****** Maxima on April 21st,2024.  He was given time to check the vehicle to his satisfaction and it was explicitly explained that the vehicle was being sold AS IS and without a warranty.  ****************** asked that we fix the seat in the vehicle and check the tire pressure and we agreed.  He understood that the vehicle was sold AS IS and asked us to put these two items in writing.  He was told that we always put any promises in writing on our WE OWE document and that he would get a copy.  Please see the attached WE OWE document which states that no free work was promised or implied unless it is noted on the document.  You will see that we only promised to check the tire pressure and fix the seat.  I have also attached the Buyers Guide and Acknowledgment of AS-IS Sale.  Each document was signed by ****************** and reiterates that the vehicle is sold without a warranty and that the buyer is responsible for all repairs and maintenance.

  
  ****************** left the vehicle with us so we could complete the two things he requested.  He came the following day, personally inspected the vehicle and took delivery of it.  My records show that ****************** next contacted our office on May 2nd and said his air conditioner wasnt working.  He did not mention any other issues.  He was told to come by the following day so our technician could check the a/c.  His wife brought the vehicle, and we charged the air conditioner free of charge as a goodwill gesture.

  
  On May 17th, ****************** contacted us to say the vehicle was having an issue with the transmission.  We said he could set up an appointment with our service department for a diagnostic, but no free repairs were promised.  His wife drove the vehicle to our facility on June 6th, but our head technician was on vacation.  We apologized for the confusion and any inconvenience, but his wife was very upset and became belligerent and was yelling and making threats.  She wouldnt allow anyone to speak or help resolve the problem.   ****************** then sent a text message to his salesperson and asked him to forward it to one of the managers.  This message contained vile language and references, was racist and threatening.  While we understand that Mr. and ******************* were frustrated, it doesnt justify their behavior.

  
  ****************** purchased the vehicle AS IS and without a warranty and he is responsible for any repairs.  Please review the attachments and feel free to contact me with any questions.  Thank you for your time in reviewing this matter.

  Customer response

  06/20/2024

  i reject and desagree and the sales man and the maneager agree to fix it vereply 

  even if the car sold as is i have 30 days to reterin the car 

  Customer response

  06/20/2024

  for me and aother costomer how baoht a car and gat scam from this company it should change that low as is sales i dess agree with that answer from scam manger 

  thank ****

  Customer response

  06/20/2024

  for me and aother costomer how baoht a car and gat scam from this company it should change that low as is sales i dess agree with that answer from scam manger 

  thank ****

  Customer response

  06/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21816824
  
  I am rejecting this response because: 

  
  i reject and desagree and the sales man and the maneager agree to fix it vereply 
  
  even if the car sold as is i have 30 days to reterin the car 

  for me and aother costomer how baoht a car and gat scam from this company it should change that low as is sales i dess agree with that answer from scam manger 

  thank yoiu

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

  Customer response

  07/02/2024

  As far you telling me you close the case pase on the company has not respond to my claim.  Is that far for me or other buyers how gat scamed  by ****** auto sale 

   

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They sold me a car bad engine they said it was changing the oil never put in the car engine go out in 40 days

  Business response

  03/07/2024

  Mr. ***** purchased a 2013 GMC Terrain on December 22nd, 2023.  The vehicle was sold AS IS and without a warranty.  Please see the attached Buyers Guide and note that Mr. ***** put his initials next to the box that was checked “AS IS – NO DEALER WARRANTY”.

  Mr. ***** contacted our office on January 30th and advised us that he towed his vehicle to us and wanted our service technician to check it.  He stated that he purchased an extended service contract from Car Shield and he wanted us to do an estimate and call them.  He gave us their phone number and the claim number that he had already initiated.

  Our technician found that the vehicle had no oil in it, and it needed the engine replaced.  He documented that the vehicle had been driven for 2,934 miles since Mr. ***** purchased it.  The vehicle wasn’t sold to Mr. ***** in this condition, and it didn’t leave the lot without oil on the day he purchased it, as his complaint suggests.  There is no possible way he could have driven 2,934 miles without oil in the vehicle.

  Later in the afternoon on January 30th, we communicated the findings to Mr. *****.  He asked that we help him process the claim with Car Shield.  Since it was late, he was told we would contact them in the morning.

  Mr. ***** called on January 31st and told us not to start the claim.  We understand that he was upset but he became so combative that it was impossible for us to help resolve the issue.  He wouldn’t let us speak and hung up the call mid-conversation.

  Our manager then called Car Shield to find out what needed done in case Mr. ***** wanted to resume the claim.  The representative confirmed they were ready to process the claim on their end and gave details of how the process worked.  At this point, they only needed confirmation from Mr. ***** on how to proceed.

  We made multiple attempts to assist Mr. ***** with his claim but on February 1st, he sent a tow truck to pick up the vehicle. He stopped communicating with us and stopped making his payments and was verbally abusive with anyone who attempted to communicate with him.  On February 19th he called to say that if anyone attempts to contact him again he will file “harassment charges”.   No one has reached out to him since.

  Please feel free to contact me with any questions.  Thank you for your time in reviewing this matter.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle that broke down on my way home. Never got the vehicle registered in my name or anything . I reached out to the car lot they never came to get the car but filed on my credit report as a repo

  Business response

  01/29/2024

  ***** ****** purchased a 2010 Dodge Journey on August 12, 2022.  The vehicle was financed by Car Capital.  My notes show she picked up her Memorandum Title several weeks after the purchase and there is no mention of a mechanical issue.  Her complaint states: “I reached out to the car lot they never came to get the car but filed on my credit report as a repo”.  Please note that Kellie Auto Sales was not the lienholder on this vehicle and we wouldn’t have picked it up or filed a repossession.  She would need to contact the lienholder for more information.

  
  Please feel free to contact me with any questions.  Thank you.
  

  Customer response

  01/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21166839
  
  I am rejecting this response because: I have the text messages from the sales man about what was wrong with the car and I spoke to him on the phone several times I will attach them 
  
  Regards,
  
  ***** ******

• Initial Complaint

  04/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car on March 13th from a sales person named ****. Its a 2017 Dodge Journey. We paid$3000 down and worked out the payments as $350 biweekly for the first 6 payments, and then they would drop to $200 bi weekly. I made my first payment at the time of purchase. My husband and I test drove the car and heard no concerning noises. The car seemed fine. Before we left with the car we were told they were topping off the fluids, yet we waited 45 min. The next day the check engine light came on and said oil change was required. We paid for the oil change, which was $100 and found out the fluids were dry and had not been topped off. Then a grinding started so two days from the purchase date I let **** know about the sound. Since then I have called the location several times trying to speak with *****, who is apparently the only one who can make decisions. Finally on April 1st I was told they would pay for new used tires since the two front tires are completely bald. Also they were going to fix the brakes and rotors for $100. When I tried to schedule the repairs, the soonest I could get was April 13th. In the mean time the back caliper has locked up and there is a serious safety hazard when driving it. I rely on the vehicle to get to work and get my kids to school. I called to try and move the appointment forward and they told me they would try, but never called me back. I called back later and finally got ***** on the phone. He argued with me and said they can do the repairs for half of the price. He said he would not refund me for the car and he would not replace it with another vehicle. I am sure I was sold a lemon. When sited lemon law to ***** he told me I didn't know what I was talking about. I spent all of my tax money on this vehicle which is essentially inoperable. Kellie Auto has neither a care nor the want to fix this.

  Business response

  04/19/2023

  Bridget ****** purchased a 2017 Dodge Journey on March 13th, 2023.  It was explained that the vehicle was being sold AS IS and without a warranty and she was given as much time as needed to test drive and check out the vehicle to her satisfaction.  Please see the attached Buyers Guide, We Owe and Acknowledgment of AS IS Sale, all signed by Ms. ******.  These documents clearly explain that the buyer is responsible for all repairs and maintenance.
  
  On March 29th, Ms. ****** called our office and said her brakes were bad and she wanted two tires replaced.  She was told that the vehicle didn’t have a warranty but that someone would call her back to set up an appointment with our service department, if she liked.  She agreed.
  
  Ms. ****** was called on April 1st and advised that we would pay to replace the two tires as she requested and pay half of the cost to replace the brakes.  This offer was made in the interest of goodwill.  A service appointment was set up for April 13th at 9:00 am.  She was also told that if she had the brakes serviced at another shop, we would give her a credit off her account balance for half of the cost of the repairs upon providing us with a copy of the receipt.
  
  We tried to reach Ms. ****** multiple times to discuss her complaint and see how we could better assist her but she didn’t return the calls.  She also did not show up for her scheduled appointment on April 13th.  
  
  We can reschedule her appointment or if she provides a receipt showing she did repairs, we will credit her account as originally offered.  She may contact our office at her earliest convenience.
  
  Thank you for your time and assistance with this complaint.  Please feel free to contact me with any questions.

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