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Car City complaints

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1515 28th Street SW
Wyoming, MI 49509-2707 | Get Directions

(616) 249-2000

http://www.carcity.com

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Total Amount in Dispute:
$12,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Car City closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Car City

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9/8/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $12,000.00 Amount Settled: $0.00

Customer Complaint

8/3/2021

I purchased a car from Car City on 7.1.2021. I have only driven the car a total of one week it has been in the shop since 7.26.2021, because it continues to stall. I called the dealership the day of the purchase and told them what was going on, they told me that I needed to contact the warranty dept. They finally got it into a repair shop, the owner says there's something going on with the motor. At this point I want them to either give me my down payment back or find me another Kia Soul. Because this is the car that I requested. Please assist me this matter. Resolution Sought Refund me my $1000.00 down payment or and me another Kia Soul.

Company Response

8/27/2021

Company states: We are sorry that Ms. Hill has not been satisfied with her experience with Car City. We work hard to make sure that we provide top-notch customer service to all of our customers. Ms. Hill leased a used vehicle from Car City. We understand that the vehicle has had service issues and is currently being repaired under the Vehicle Service Contract that Ms. Hill chose with her lease. We have found that vehicles repairs are taking longer than usual due to parts shortages and other unforeseen market circumstances. We gave Ms. Hill a courtesy vehicle to drive while her vehicle is being repaired. We do hope that those repairs are completed soon. Again, we are sorry that Ms. Hill has not been wholly satisfied with her Car City experience; we hope that her experience improves as her vehicle is repaired. I'd be happy to discuss her concerns personally; she is welcome to call me at any time.

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