ComplaintsforCarShop

• Initial Complaint

  01/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went to look at cars and two things happened:1) instead of running my credit report and letting the banks look at it which is normal practice, they gave the banks the info and 8 banks ran my report at the same time. Which took my credit score from 540 to 450. Other dealerships I talked to since have said it was done wrong.2) I paid $500 cash as a deposit. When I said I didnt want the car and didnt like the way they were handling things and wanted my deposit back they said I couldn't come and get it. They said they didnt have the cash and they didnt issue checks, that it would have to come from the home office. When I asked how long it would take I got no answer.

  

  Business response

  02/06/2023

  ******************** came into our store on Saturday 1/21/23. He selected out a **** ****** to purchase. We then followed our standard process and submitted to the banks that specialize in providing loans based on ******************'s credit history.  All of the banks came back either declining him or counter offering him for at minimum $3,600 down when he wanted to put a maximum of $1,000 down. Since he did not want to do the extra money down, he added his girlfriend, ********************************** ******* as a co-buyer. This does constitute as a new application because an applicant has changed. Since ****** had better credit, we did send the updated application to the banks. Again, the banks all came back either looking for more money down or at the very least proof of income. He was able to supply us with POI so we did secure the car on Saturday, 1/21/23 with $500 cash.  
  
  When contacting ******************** the following week, he stated that he wanted to switch to a different vehicle. We used the deal update tools to switch to a different vehicle. Using this tool and banks portals does not cause any additional inquiries on a credit report. We recommend that ******************** review this Federal Government website which is really helpful in explaining how applying for auto financing can impact a credit score:  *************************************************************************************************************
  
  One of our sales managers was in contact with ******************** reviewing multiple vehicles to try and find one that he liked, the banks would approve and would fit into his budget. We did find a vehicle that would fit into his budget, but ******************** did not want that car.  Once we had exhausted all options, we sent a check request to our accounting department located at our corporate headquarters in PA on 1/27/23 at 7:56pm for the $500 refund. The refund check was cut on 1/30/23 and mailed to ********************.
  
  Please let us know if you have any questions or require additional information.

  Customer response

  02/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I have received the deposit check, finally.

  As for the credit, i understand that it would have been 2 hits to my account, but my credit as well as my cosigners was hit 7 times in 1 minute by different banks.  From what I understand it should have been hit once (or twice with the cosigner added) and then placed for the banks to see.  Looks like out info was given to each bank, who each ran a report and hit our credit knocked it down a lot.

  And I dont appreciate you using my consigners full name in something that will become public without our permission.

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

  

  Business response

  03/15/2023

  ************, thank you for your patience during the check refund process.  Additionally, you are correct that in our haste to respond to your concerns, we included your co-signers name in our response.  For that we apologize.
  
  As to your concerns regarding your credit score, please review the information in the Federal Government website linked below.  It is very helpful in explaining how applying for auto financing actually impacts a credit score. 

  ******************************************************************************************************************;

  It states that:
  *Shopping for the best deal on an auto loan will generally have little to no impact on your credit score(s).
  *The benefit of shopping will far outweigh any impact on your credit.
  *In some cases, applying for multiple loans over a long period of time can lower your credit score(s). 
  *Generally any requests or "inquiries" by these lenders for your credit score(s) that took place within a time span ranging from 14 days to 45 days will only count as a single inquiry, depending on the credit scoring model used. You can minimize any negative impact to your credit by doing all of your shopping in a short amount of time.
  
  We hope this helps clear up any confusion or misinformation regarding how credit scores are actually impacted by shopping for an auto loan in a short period of time. 
  
  Finally, please note that you authorized CarShop to submit your information to our lender partners in order to help you secure the best financing options available to you based on your individual circumstances.
  
  Thank you for giving us the opportunity to explain. Should you have any additional questions or concerns, please call the General Manager of your nearest CarShop location directly. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In person, they offered me $1,500 to buy my ****** ******* 2012; however, when I later filled out their online form, they offered me $4,548 - $5,803 to sell it to them. I put in all of the defects the car has and selected the lowest option on the list of car quality options as well so this offering price should be more accurate. False advertising is a form of unfair and deceptive commerce according to the 1914 Federal Trade Commission Act and legally actionable according to the the ****** Act.

  

  Business response

  01/10/2023

  ***************************,
  
  Thank you for giving us the opportunity to appraise, and make an offer on, your vehicle.  Hopefully, the following will help clear up any confusion. 
  
  First, when we appraised your vehicle, it had no power steering.  It felt like the rack was bad as it would skip while steering.  On top of that the vehicle was in rough condition all over and would require a heavy detail inside.  All combined, we believe your vehicle needs ~$3,000 worth of mechanical and cosmetic reconditioning.  This is the reason for the $1500 valuation.  
  
  Second, regarding your claim of false advertising, the *** tool you utilized is just an estimator tool.  No online offer was made to you by CarShop.  In fact, the attachment youve included in your *** complaint explicitly states at the top of the form that you requested and received a free estimate provided by *************** **** and that CarShops actual offer may be higher or lower than ***s estimate based on the vehicles actual condition, history, and current wholesale market conditions and would require a physical inspection of your vehicle prior to CarShop making a formal offer to purchase your vehicle.
  
  We hope this answers your concerns and we welcome the opportunity to purchase your vehicle should you still wish to sell it.  If you have any additional questions, please contact the CarShop Scottsdale location directly and ask to speak to the General Manager.
  
  Thank you - CarShop Scottsdale
  

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  CarShop offered to buy my car at a fair price and ran ******/ performed inspection. Only requested mechanic inspection next day. Conveniently, CarShop claims repairs to right rear quarter panel, which is not even frame issue, and claims to now (like always in my experience) offer 50% of Blue Book value. Claims of repairs are unfounded, and my 30+ years of general automotive experience is no repairs ever done to either left or right side. CarShop "official inspection" does not identify frame damage, and thereby should honor contract offer. This is for CarShop in Cranberry Township PA, but website insists on listing Chester PA.

  

  Business response

  11/29/2022

  *********– We initially valued your vehicle based on the information presented during the initial appraisal which was done in the evening (when our Service Department was closed).  We explained that a formal inspection of the frame and body of the vehicle would need to be performed the next day prior to any formal offer being finalized (this is standard procedure at CarShop).  During our Service Department’s formal inspection the next morning, we found damage that we believed to be significant enough that CarShop could not retail this vehicle.  At that point we provided an adjusted, formal offer to better reflect the vehicle’s current value on the wholesale market.  The reason the sheet from the initial appraisal does not reflect the damage of concern is that the damage was not identified until later in the purchase process (the next day).  Please contact CarShop Cranberry General Manager – **** ********** – directly with any additional concerns.  Thank you.

  Customer response

  12/05/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  The contract only stated frame inspection, not body and frame inspection.  The ****** report on vehicle does not have any rear end damage or repairs, and when I looked at right rear frame and body area, there does not appear to be any replaced items.  It all appears to be factory original.  But, CarShop has continued to evolve their reply on what their reasoning was for "switching" offer from fair to 50% blue book.  Name of business may have changed from ******** to CarShop, but business practice has not changed.

  The contract was clear that only "frame" was a basis for voiding it, but as usual, CarShop had to be prodded to provide any documentation besides a text and even that documentation does not support voiding the contract and re-negotiation.

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

  

  Business response

  01/06/2023

  ******* – our explanation remains the same as before.  Our technicians believe that a panel has been replaced on the rear of this vehicle which reduces our perceived value of this vehicle – which is reflected in our actual offer.  Several times your complaint references contracts, but to our knowledge, no contracts to purchase your vehicle were signed.  Perhaps you are referring to the appraisal worksheet used by the initial appraiser prior to having a technician inspect your vehicle?  We welcome the opportunity to review the document you reference as a “contract” to help distinguish the appraisal worksheet and actual contract documents used to purchase vehicles from the public.  Simply call CarShop Cranberry and ask to speak to the General Manager.

  Customer response

  01/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Per the attached "Bill of Sale", CarShop signed for purchasing the vehicle at the identified agreed upon price with only stipulation being a "Frame Check".  The form does not and in no way "appears" to be an appraisal, but a legitimate bill of sale. Although the rear panel does not appear to be damaged/replaced by owner inspection and by Carfax report containing no record, the rear panel is not the frame.   

  Maybe the best course of action is to just move forward with small claims court and associated discussions with press to get an independent judgement.   

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

  **************

  

  Business response

  02/02/2023

  Dear ************,
  
  We have attempted to contact you multiple times to discuss without success.  We await your return call. 
  
  The revised offer we presented to you after further inspection represented what we believed to be the wholesale value of your vehicle at that time based on its actual condition.
  
  In the interest of customer service, we would like to offer to run your vehicle at the wholesale auction and give you whatever the market is willing to offer. This removes all debate as to what you or our appraisers believe to be the actual value of your vehicle based on its actual condition - and ensures you are getting the most current, accurate fair market value for your vehicle.
  
  Please contact *****************************, General Manager at CarShop Cranberry, directly regarding next steps.  Thank you.

  Customer response

  02/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  10/24/2022 - CarShop Completes Bill of Sale offer and collect title to my daughter and I, pending frame inspection for damage or repairs due to significant accident.  If no frame damage, CarShop to provide check.

  10/25/2022 - CarShop texts that although no ****** reported item, mechanic identifies right rear quarter panel replaced.  No mention of any damage, but CarShop tries to offer 50% of what was originally offered.  No mechanic documentation, and I pick up car.   My inspection of right rear quarter panel looks factory original and there does not appear to be any repairs to car.

  10/26/2022 - CarShop finally documents mechanic report dated 10/26/2022 inspection (although car in my driveway) and continues their assertion that they will only pay ~50% of original offer, although nothing has voided original Bill of Sale.  Mechanic report does not identify any frame damage or repairs, only the original "replaced rear panel".   

  Based on this, there is nothing to gain by discussing with CarShop due to their questionable business practice, so I will pursue through small claims court.  I would like the complaint to remain posted so others can beware of the questionable business practice for CarShop buying cars.

  Regards,

  *******************

  

  Business response

  03/15/2023

  **************** concerns were resolved on February 22, 2023.  Please reach out to ************ with this information so this complaint can finally be closed by him.  Thank you!

  Customer response

  03/23/2023

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

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2021 I had this business replace my transmission. End of July 2022 my car started to experience same issue. This business is stating they will not repair because it’s past the 12000 12 month warranty. However transmissions aren't replaced yearly When I called there was no act of considering why a transmission they repaired would need to be repaired. I would like my car repaired

  

  Business response

  09/06/2022

  ******************,

  We truly appreciate your business and are happy that we were able to find a resolution for this repair.  Please do not hesitate to reach out to me in the future with any concerns you may have.  Thank you,*********************.

  
  

• Initial Complaint

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Memorial Day of this year we traded in vehicles. We opted out of the extended warranty for our new vehicle. We were told a refund was due to us ~$2000. We were told 8-10 weeks. It is going on 13 weeks. I have been trying to resolve the issue with the local Chester Springs branch. I have left messages, spoken with representatives, and taken hours out of my day to try to find our refund. They have said they were working on it, that they are down workers in that department, and that they would get back to me. The finance manager has not gotten back to me in weeks after messages left. We wanted this refund for a vacation we are starting in the coming week. Meanwhile Car Shop collects interest on the refund they are withholding,

  

  Business response

  08/29/2022

  Dear ****************, 

  I sincerely apologize for the delay in getting your vehicle service contract cancellation refund to you. No excuses on our part, it was an administrative oversight. We submitted the cancellation as soon as we realized the oversight. The refund has been processed and we mailed the check to you this past Friday, 08.26.22. Again, I apologize for this and look forward to serving you again soon. Please feel free to contact me at any time.

  Sincerely, 

  Joe M*******

  General Manager

  CarShop Chester Springs

• Initial Complaint

  08/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased 2018 Vehicle from CarShop in Cranberry, PA on July 16. Noticed blue smoke upon starting the next day coming out of exhaust. Contacted CarShop immediately and made an appointment for service, which was 8 days later. The car has been there for 11 days with no resolution. Was informed they were waiting for a part, that's understandable, was informed it would be a 10 hour repair, still no date of completion. I've made a car payment and am paying insurance on a vehicle I don't even have. I'm under the impression I have 30 days under law to request a refund and am two days away from this date. Supposedly they perform a 100+ point inspection, not sure how this was missed. Turbo Charger line is leaking oil is the diagnosis. Any suggestions??

  Customer response

  08/26/2022

  Thank you for your assistance in resolving my issue with my vehicle

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of June/2022 the vehicle has been in the shop 5 times for the same repair/complaint. I paid approx. $1600.00 for a repair to it ( I inquired about that and was advised they could not confirm if the vehicle actually required that repair). Two of the times it was returned to me and I was advised they could find no problem and the light indicating the problem was reset w/o resolution. The vehicle then continued to have the same issue. July 13,2022 the vehicle was left with the shop for the same repair. Today August 2, 2022 my vehicle has still not been repaired and is still with the Dealership. The vehicle is displaying a light that indicates "Service Engine Soon"

  

  Business response

  08/02/2022

  The CarShop Hatfield  Service Team and the General Manager have spoken with ****************.  We have communicated our plan with him.  We are very sympathetic to his concern regarding the repair of his vehicle.  We are working with ********** to follow precise diagnosis and repair guidelines for Mr. ******* vehicle.  Unfortunately, this type of repair takes time.  As an example, we have had to drive the ********** through 3 full tanks of premium grade fuel.  We will then reset the monitors in the engine and drive it more to make sure that the Service Engine light does not illuminate again.  These are the steps that ********** would take to diagnose and repair this concern.
  **************** is currently in a loaner vehicle and not having any out-of-pocket transportation costs.  We will keep him advised as to the progress every day.  If the monitors are not set, we will send the vehicle to ********** for further diagnosis.  We understand why **************** is frustrated.  We are doing everything that we can to make it right.
  
  

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from this dealership on March 10, 2022 with the assurance that nothing was wrong with the car and that everything was okay with the car. I know being that it is a 2013 car it would eventually have some issues but NOT the next day of purchase. on March 11, 2022 the check engine light came on. My son then took the car on March 14th to get checked out and they had him waiting for 4 hours to figure out what was wrong with the car as they stated the light was not on. I called and spoke to ***** (Mechanic) he proceeded to tell me he had to further see what was wrong with the car. I was beyond annoyed and spoke with a manager who told me he will go see the car and call me right back. When I called 30 minutes later since I did not hear from anyone ***** told me the manager was in a meeting regarding other issues. I was very upset that no information was relayed to my son who was already waiting for 4 hours and that no one contacted me as it was said. They took my son home and fixed the car the next day. Now on 03/29/2022 not even a month after buying the car and the guarantee that the check engine light was fixed my son just advised me that he just went through inspection and after leaving there the check engine light came on YET AGAIN! we have yet to make the first payment on the car and already having several issues with it. I believe they sold me a Lemon and keep turning the check engine light off not to deal with us and the problem with the car. I would NEVER be purchasing any more cars from this company and they are all frauds. Having the car for less than a month and having to go back there for what they say a repair (which is just turning off the check engine light off) is beyond ridiculous and time being wasted especially having to work to pay for a defected car! I feel with the time and inconvenience of this problem which could have been avoided if they were honest and had just fixed the car before selling it they should reimburse the down payment

  

  Business response

  05/05/2022

  Hello *******,

  Just a follow up to say thank you for taking the time over past several weeks to talk through your concerns with **** so we can resolve.  We appreciate your business and look forward to seeing you again soon!

  CarShop Customer Support Team

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This body shop called” ****** **** ****” they were supposed to fix my car from what the insurance provided the estimate and what the supplement also stated on their end. Once the car was “supposedly fixed and done” nobody was there and they left the keys in the car and told me to take it home by text messages and this was during work hours. I noticed that the car didn’t look right and the fog lights didn’t come on and once I took it home. Everything that supposed to be fixed was loose and making noises. Looking at what the supplement says and damages that were needed to be fixed and bought and put on. There is stuff missing and not put on correctly electronic stuff not fixed or other things not replaced. The whole bumper is loose and some stuff came off. My fog lights are pushed in. Nothing was done right nor was there parts replaced or fixed at all. I contacted the insurance and they couldn’t do anything about it and I tried to contact the shop but they didn’t answer or ghosted me. I was left to deal with this and be car less. My insurance said contact the BBB. They pretty much took the money and didn’t replace most things and did a terrible job. I need my car fixed or refunded all this money or a new everything because this is uncalled for.

  

  Business response

  04/08/2022

  ****************,

  Based on your location and the business name mentioned in your complaint, it appears that this complaint is not in any way associated with CarShop Supercenters.  If this complaint is intended for CarShop Supercenters, please specify which CarShop Supercenter location in Pennsylvania, New Jersey, or Arizona. . 

  Otherwise, please remove this complaint or amend/close to note that the complaint was intended for a differnt business.

  Thank you,

  Eric R******* - VP Digital Operations

  CarShop Supercenters

• Initial Complaint

  03/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a vehicle April 2021, which is now in need for inspection. Thought I misplaced my registration, did all this run around with the dmv to attempt to renew to find out MY VEHICLE WAS NEVER REGISTERED WITH THE STATE. At the time of purchase I was going through a medical issue which required surgery shortly after so the thought of receiving my registration never crossed my mind with what I was dealing with. Anyhow,I went to the location I purchased my vehicle from to be told the title guy was out and I left a number. Heard nothing the rest of that Friday. Called Saturday, before work and left a message as the guy I had talked with was out. And never heard back. I have been driving a car, paying insurance, loan payments, minding my own business not even knowing the repercussions I could be in if something happened. It is my only vehicle and I am worried now EVERY SINGLE TIME I drive. Please resolve this as the dmv cannot help me as I am not the registered owner, the dealer still is!

  

  Business response

  03/17/2022

  ***** - we appreciate your business and are very pleased that we were able to get this resolved so quickly once you alerted us to the issue.  We look forward to serving you again!

*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. ↩