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On October 26, 2022 I purchased a Range Rover, from BIG STAR, but I was told before I could take the vehicle home they would have to do a few things to it first because they sold it to me without running any diagnostic/service tests. They initially said that the only things that needed to be done were a few exterior issues such as, get a new bumper, fix some exterior scratches, and put new tires. Which I was completely good with. Before signing the contract, I asked them about the cars history and they told me it was in good standing and that it would be finished by Friday or latest the following Monday on 10/31. This made me feel good about the deal so I proceeded with the signing.
On 10/31, I called the sales guy and I was informed it was still not ready and to give them just a couple more days.
On Friday, 11/4, I reached out to see if it was ready and I was informed again, it was not ready.
On Saturday, 11/05, I decided to go into the dealership and I asked to speak with a manager to see what the hold up was. He informed me that it would definitely be ready Monday, 11/7, and I could come by and pick it up then. I asked him why it was taking so long and if there was other issues going on with the actual computer diagnostics. He assured me it was absolutely fine that they were just waiting on the service department to finish the exterior repairs.
Monday, 11/7, they finally called me and told me it was ready and to pick it up around 1230PM. I showed up at the dealership at 1PM and again I was told that it was still not ready and to come back later that afternoon. I left the dealership and finally, when i showed back up later that day they told me it was ready. They pulled the car up and to my surprise it was in worse condition than when I first saw it at signing.
-The scratches that were supposed to be fixed were still there,
-The lettering (RANGE ROVER) on the vehicle were crooked and uneven
-There were new scratches by the lettering where I guess they took them off to exchange and put them back on crooked and unaligned.
-The bumper was still missing as well.
-When I looked inside the Range it was completely dirty, no cleaning was done
-Started the engine and there was a battery light that came on.
I asked to speak to the manager again and Juan came out. I walked him through the issues and he didn’t seem to care and just told the sales guy to put the car back into the service department. There was no apology, just a lackadaisical attitude. Not once did he assure that I would be taken care of.
-I called and asked to speak to our sales guy and he was super apologetic. He informed me that they were going to send it to Range Rover service instead of keeping it at BIG Star because they could only do so much and it needed the actual Range specialists. That threw up major concerns for me because I was never informed the vehicle had other maintenance issues.
-I told him I would really like to get out of the deal because the issues that it is now having, and how long it has taken was not part of the deal and I’ve been without this car for almost a month now. I explained to him that the first car payment is due and I haven’t even had it in my possession for more than a day. Please reach out to the GM and inform him of my concerns with this vehicle. Surely he can find a solution.
-Then when he got General Manager ,Scott, got involved this is what he stated, “He’s asking if we could at least get the car back from Range and we all take one last look at it before we make that last decision. If y’all are completely out then ok.” I told him ok, I will wait and see if all repairs have been made, make sure there are no maintenance lights that come on, and if its in good condition with diagnostic report once we get it back then ok.
Wednesday, 11/16 , I was told it was finally sent in to Range Rover and they were looking it over and that it would be ready 11/23 at the latest.
11/22, I called and spoke to the manager. I asked him to please find a solution on the car payment that was due. He said no, that I am under contract and there is noting we can do. I asked him again if we could please find a solution. Juan, was the manager I spoke with and he was unwilling to care or find any solution.
11/30, Over a month and STILL NO CAR.
12/8 Still do not have my car and was told by Big Star service department that Range Rover was apparently still trying to fix the repairs.
Wednesday, 12/14, I was told everything was done just waiting for Range rover to send it back to BIG STAR.
On Friday, 12/16, we were told that Big Star had the car back in their possession, but they needed to still do their touch ups!
12/19- Still no car because its not finished
12/22- Still no car. So I called and they said they were still waiting on the letters to come in. I told them I was coming to get the car and that they could call me when the letters arrive and I’ll bring it back in once they’re there. I drove off the lot with the car. almost two months later
12/24 - This would be approximately the second day i would have the car and THE CAR WAS NOT STARTING.
12/24- Called sales guy and let him know the car isn’t starting and that i will be in to speak with GM after the holidays
12/28, My fiancé and I went into Big Star to speak with the GM. I brought up to him about getting us out of this deal since that is what he said he could do, and he literally said he will not get us out of this LEMON that he sold us. Told us to go ahead and take it in to Range Rover and that he was washing his hands of the situation.
12/29- I asked the GM Scott to send me all the reports and my contract information on the car because that is my legal right to have and he refused. He said, “I should have my attorney reach out to their attorney.” I told him “that is not the route I wanted to take, but that they have literally left me no other option.”
12/29, I Had to call a tow truck to get my car into Range Rover. When the tow man got there we discovered that the manual key was missing in the actual clicker. Informed BIG STAR again and still no response.
12/29, I finally got the car into Range Rover service department and they gave me a full report on the car and everything they had to fix. There were computer issues going on with the car along with other maintenance issues and none of this was told to us by Big Star.
Big Star lacks ethical integrity and consumers need to know the truth behind them being ok with selling lemons to customers.