First I was told the vehicle had one owner...that one owner was Enterprise. Then they tried to down play it after I found out from another dealership that because the car is an SUV and more of a family car people don't drive "crazy". Everyone knows that when people rent a car they don't care what they do to it whether it's an SUV or a Sports Car. The fact is that they LIED.
Next: the Sirius radio didn't work and they said I had to call Sirius to turn it on. (It also said online looking at the vehicle I got 1 year of Sirius radio from the dealership which I never got!) (I am assuming the many people who rented it used that up) It took me 2 weeks on the phone with Sirius to find out that it was the car and another dealership had to replace it by riping off the dashboard and putting in a new chip! (thank god I got the extended warranty)
Next: the heated seat I purchased which wasn't included has wirers showing that still isn't fixed. Button for AC and Air Flow through Car still isn't fixed and doesn't light up Back passenger door was squeeky. A tire popped 3 days after getting it which I had to pay. ( potentially not there fault and not blaming them just saying all the problems I have had) The plastic panneling on the passenger and driver seats both broke off. My car was getting fixed 3 weeks after purchased and was at a repair shop every weekend for 3 weekends then again for a week. They did not accommodate my needs of needing a 4 door vehicle in a timely or professional manner. I was given no gas also once I got the 4 door car that was extremely scary to drive because it was loud, hydroplaned in rain and had 131,000 miles. I called both locations for help and they did not return my calls when I was having issues with the GM (Doug at the transit road location) or when I had issues trying to get a 4 door car. when my car went in for service for a week and I used the rental car there was a bill of $103, they expected me to pay it but I refused because the bill was for something that was broken when I purchased the vehicle.
The back windshield wiper needed to have new wiring and was not covered under the extended warranty. Basil Resale took the vehicle to the dealership and the dealership would only allow them to pick it up and the bill was in their name NOT MINE! Doug the GM was extremely disrespectful to me as a customer and called me rude names under his breath which I heard. (B****). I do not enjoy having issues with a 2014 SUV nor do I like to complain but when you spend 22k on a vehicle you expect it to work great and not have any problems within 2 weeks. I have had this car for a little over 2 months and has been services 4 times. I would call this veichle a lemon. Doug tried blaming me for the issues but these issues were there when I bought it. Doug also said I am rude and others agree with him. OF COURSE I AM GOING TO BE UPSET MY BRAND NEW CAR IS A DISASTER!! When you purchase a vehicle from them be careful and get the whole truth.
My suggestion is to go to lots of dealerships and see which ones respect you and treat you as a customer. Basil Resale does not know how to treat customers now that Doug is there. He is crude and ignorant. once you sign those papers and find out 10 things wrong with the vehicle it isn't their problem its yours and you will have many issues trying to get your vehicle up to par. MY SUGGESTION: DON'T EVEE BUY FROM ANY BASIL COMPANY!!!!
Since the purchase of my vehicle in 2011, I have had a long history of horrific customer service with Basil Resale on Sheridan. There has been frequent staff turnover, disorganization of files and/or documentation, miscommunication between staff (which has often resulted in very long unexpected wait times), and a number of instances where I would witness disrespect and hostility between staff, as well as other customers.
Today I encountered all of the above in one visit, as my appointment was not documented, information was miscommunicated (as I was not told that my warranty was expired under arriving back at home), and I witnessed staff eliciting very rude responses to a polite customer she was working with nearby. After this customer walked away, the rep rolled her eyes and discussed how ridiculous this customer's question was. This customer simply wanted to know where staff had parked her vehicle that she had arrived to pick up. None of the staff could find the vehicle and advised that she walk around the parking lot pressing her panic button. I have never in my life experienced such poor customer service with any company, as I have thus far with Basil Resale on Sheridan.
Regardless of these experiences, I have been an ongoing customer that has regularly returned for repairs and oil changes on the vehicle that I have purchased only 3 years (and 10 months) ago, due to the lifetime warranty contract I purchased with my vehicle. Today the service employee informed me (for the first time) that there were two warranties, one of which expired in December and therefore, will not cover the services I require for the repair of my vehicle. As I was already at home when I heard this news, she directed me to call the warranty company (Interstate). I called and was redirected several times to different departments, advising each representative of the information stated in the contract in front of me (that I have kept for my records). Where the confusion lies, is that on the contract it states that the Diamond coverage services are for a term of 8 yr/100,000 miles. The only date referenced on the contract is the purchase date of the vehicle. After now speaking to several different reps to get clarification, it is now stated that the contract term begins upon the "Manufacturer's In-Service Date" which was left blank on the contract.
Therefore, my first complaint is: Why was this date (of which I am to reference as the original warranty start date) not referenced on this contract? It is misleading that only one date on the contract is referenced and just below this is the term reference of 8yr/100,000 miles. This would lead me to believe that the purchase of this contract would extend until 2019 or the 100,000 mile mark. I believe that this was an intentional flaw with the documentation and therefore, resulted in a misleading warranty contract purchase.
My second complaint is: Upon inquiring about extensions of said warranty, I was informed by Interstate that Basil should have informed me that my warranty was ending and given me the opportunity to extend services. At no point did I receive a call or voicemail informing me that my services were ending or given the option to renew this warranty. In fact, I wasn't wholly aware that I had two "lifetime" contracts (one being the diamond coverage and the other being the engine for life). Regardless, had I of known that the diamond coverage was ending, I would have been just has perplexed as I am currently, but would have surely extended the life of warranty to maintain full coverage. Now I am in a situation where I have need for repairs that I thought would be covered at the cost of a deductible.
**This company is intentionally misleading and has horrific customer service.**
I stated out @ Basil Resale in kind of a desperate situation, my previous truck died - needed a new vehicle asap.
So unfortunately I was suckered into buying a lemon - the list of things that were supposed to happen.....never did.
1. the truck had a dent in the back hatch, just around the handle that opened it - as it was, it almost looked like a scooped out part for your hand to contour in when opening the door - but if you really looked you could see that it was dented in. that I was 1st promised was "NO BIG DEAL" - it would be fixed & nobody would ever know it was there. they were going to call in the "DENT WIZARD" I was told by my shady salesman, take the truck drive it & make a list of anything wrong - make an appointment & we will have it fixed. made the appointment - came back to pick my truck up - it looked 50 X's worse, I welled up with tears when I seen it, now was it not only dented but the paint had been compromised & cracked around the area. by then there were bigger mechanical issues I needed to address.
2. the air conditioner - never worked correctly 1 day I had the truck - was also promised - no big deal we will fix that, just bring it in. that was worked on in a few of my appointment - never worked, still don't! winter rolled around & mechanical issues took priority.
3. never got the floor mats that I was promised - bought a vehicle for $2000 down 40 months of $405 = $16,200 plus a $2500 balloon payment @ the end of my term = last ditch effort for them to scam ya! with all of that they couldn't manage to get some floor mats in the truck.
4. never received the spare key I was promised several times, any time i asked about it, just got the run around. then I was told its not that big of a deal - get a new key - they are only around $100 bucks!!!!
5. the back seats fold down so the headrest come off - but they weren't there - was promised again - that's no big deal, they were going to get the headrest - "they were just takin out for the detailing (HA! WHAT A JOKE) the truck was lightly vacuumed maybe.
6. this was & is the biggest issue of all - throughout all of these things, keeping in mind we are a few months into this aggravation & $405 payments each month & several trips back & forth & several sub-par loaner clunkers I had to fight for like they were doing me a favor - several upset phone calls with horrible customer service - like jeckel & hide kinda behavior from these people - Keith the past service manager, was as shady as they come! try to scam any way he could - several shady things happened with my paperwork & interstate, the 3rd party warranty company. My truck went back there 5 times for the service engine light being on - I was told there was an issue & the computer was just getting a bad signal & nothing was wrong & they would say it was fixed - I would pick it back up - interstate would be billed - I would drive 50 miles & the service engine light would pop it ugly self back up - this got to be so annoying, I still have this payment every month & my car was @ Basil a week here & a week there & never would be fixed, so I started to look up what NYS lemon law was - & I found that the NYS lemon law states that if your vehicle has to go back to the dealer for the same repair more then 3 times you could submit a claim to Albany to have the vehicle deemed a LEMON - I told Basil service I have printed out the lemon law paperwork & if you cant fix my truck this time - that I will submit the paperwork & NYS will brand the title as a LEMON & they will have to give me a different truck or all of my money back. Then it turns into an entirely different issue - they tell me they have to send it out because there is a bad cylinder in the engine & it has to be bored out & re-drilled = big job = big cost! then they act nasty about it & say so basically you made out cause the engine was re-worked so its like you got a new engine = well I am sorry but by time I am done I will have over $20,000 into this truck - shouldn't I get a good running vehicle? & I shouldn't have had to get the run around & be so upset I am yelling & crying on the phone with these "used car dealers" = SHADY A*HOLES!!! just to get what I paid for. unfortunately the check engine light later returned & continued to go on & off with no reason either way - & the truck started to do the exact same thing as before - it would run a little bit smoother when the light was off - when the light would go back on - it would run a little bit rougher then normal. so now is that my inspection is due - its 1 of the times that my service engine light is on - so I can get the vehicle inspected.
7. the ON-TIME boxes that they must have gotten for $2 each - were there tracking devices that they installed because they in-house financed were so much fun, I went through 4 different boxes over the course of my term with them. the box would malfunction & kill switch my truck & I would have to have it towed in & they would fight that they weren't paying the tow - which they always did because it was not my fault the box broke - as it was I would have to be inconvenienced having my truck dead - where ever I was & then have to fight about the entire following day - when I called, I would be told things like - they haven't had a chance to look @ it yet cause they had appointments that they were taking care of - I am thinking - OK, WELL MY VEHICLE WAS TOWED IN - I dont really care about your appointments or when you ask to talk to a manager - they are always busy & cant come to the phone - because they are with a customer - WELL GUESS WHAT?????? I AM A CUSTOMER ! ! ! ! ! I guess I was gullible enough to think because BASIL is a big - well know place that they wouldn't have such SHADY business practice, but after talking to other people & my own experiences with them - they are 1 of the worst! !
Basil Resale Center Reviews
First I was told the vehicle had one owner...that one owner was Enterprise. Then they tried to down play it after I found out from another dealership that because the car is an SUV and more of a family car people don't drive "crazy". Everyone knows that when people rent a car they don't care what they do to it whether it's an SUV or a Sports Car. The fact is that they LIED.
Next: the Sirius radio didn't work and they said I had to call Sirius to turn it on. (It also said online looking at the vehicle I got 1 year of Sirius radio from the dealership which I never got!) (I am assuming the many people who rented it used that up) It took me 2 weeks on the phone with Sirius to find out that it was the car and another dealership had to replace it by riping off the dashboard and putting in a new chip! (thank god I got the extended warranty)
Next: the heated seat I purchased which wasn't included has wirers showing that still isn't fixed. Button for AC and Air Flow through Car still isn't fixed and doesn't light up Back passenger door was squeeky. A tire popped 3 days after getting it which I had to pay. ( potentially not there fault and not blaming them just saying all the problems I have had) The plastic panneling on the passenger and driver seats both broke off. My car was getting fixed 3 weeks after purchased and was at a repair shop every weekend for 3 weekends then again for a week. They did not accommodate my needs of needing a 4 door vehicle in a timely or professional manner. I was given no gas also once I got the 4 door car that was extremely scary to drive because it was loud, hydroplaned in rain and had 131,000 miles. I called both locations for help and they did not return my calls when I was having issues with the GM (Doug at the transit road location) or when I had issues trying to get a 4 door car. when my car went in for service for a week and I used the rental car there was a bill of $103, they expected me to pay it but I refused because the bill was for something that was broken when I purchased the vehicle.
The back windshield wiper needed to have new wiring and was not covered under the extended warranty. Basil Resale took the vehicle to the dealership and the dealership would only allow them to pick it up and the bill was in their name NOT MINE! Doug the GM was extremely disrespectful to me as a customer and called me rude names under his breath which I heard. (B****). I do not enjoy having issues with a 2014 SUV nor do I like to complain but when you spend 22k on a vehicle you expect it to work great and not have any problems within 2 weeks. I have had this car for a little over 2 months and has been services 4 times. I would call this veichle a lemon. Doug tried blaming me for the issues but these issues were there when I bought it. Doug also said I am rude and others agree with him. OF COURSE I AM GOING TO BE UPSET MY BRAND NEW CAR IS A DISASTER!! When you purchase a vehicle from them be careful and get the whole truth.
My suggestion is to go to lots of dealerships and see which ones respect you and treat you as a customer. Basil Resale does not know how to treat customers now that Doug is there. He is crude and ignorant. once you sign those papers and find out 10 things wrong with the vehicle it isn't their problem its yours and you will have many issues trying to get your vehicle up to par. MY SUGGESTION: DON'T EVEE BUY FROM ANY BASIL COMPANY!!!!
Since the purchase of my vehicle in 2011, I have had a long history of horrific customer service with Basil Resale on Sheridan. There has been frequent staff turnover, disorganization of files and/or documentation, miscommunication between staff (which has often resulted in very long unexpected wait times), and a number of instances where I would witness disrespect and hostility between staff, as well as other customers.
Today I encountered all of the above in one visit, as my appointment was not documented, information was miscommunicated (as I was not told that my warranty was expired under arriving back at home), and I witnessed staff eliciting very rude responses to a polite customer she was working with nearby. After this customer walked away, the rep rolled her eyes and discussed how ridiculous this customer's question was. This customer simply wanted to know where staff had parked her vehicle that she had arrived to pick up. None of the staff could find the vehicle and advised that she walk around the parking lot pressing her panic button. I have never in my life experienced such poor customer service with any company, as I have thus far with Basil Resale on Sheridan.
Regardless of these experiences, I have been an ongoing customer that has regularly returned for repairs and oil changes on the vehicle that I have purchased only 3 years (and 10 months) ago, due to the lifetime warranty contract I purchased with my vehicle. Today the service employee informed me (for the first time) that there were two warranties, one of which expired in December and therefore, will not cover the services I require for the repair of my vehicle. As I was already at home when I heard this news, she directed me to call the warranty company (Interstate). I called and was redirected several times to different departments, advising each representative of the information stated in the contract in front of me (that I have kept for my records). Where the confusion lies, is that on the contract it states that the Diamond coverage services are for a term of 8 yr/100,000 miles. The only date referenced on the contract is the purchase date of the vehicle. After now speaking to several different reps to get clarification, it is now stated that the contract term begins upon the "Manufacturer's In-Service Date" which was left blank on the contract.
Therefore, my first complaint is: Why was this date (of which I am to reference as the original warranty start date) not referenced on this contract? It is misleading that only one date on the contract is referenced and just below this is the term reference of 8yr/100,000 miles. This would lead me to believe that the purchase of this contract would extend until 2019 or the 100,000 mile mark. I believe that this was an intentional flaw with the documentation and therefore, resulted in a misleading warranty contract purchase.
My second complaint is: Upon inquiring about extensions of said warranty, I was informed by Interstate that Basil should have informed me that my warranty was ending and given me the opportunity to extend services. At no point did I receive a call or voicemail informing me that my services were ending or given the option to renew this warranty. In fact, I wasn't wholly aware that I had two "lifetime" contracts (one being the diamond coverage and the other being the engine for life). Regardless, had I of known that the diamond coverage was ending, I would have been just has perplexed as I am currently, but would have surely extended the life of warranty to maintain full coverage. Now I am in a situation where I have need for repairs that I thought would be covered at the cost of a deductible.
**This company is intentionally misleading and has horrific customer service.**
I stated out @ Basil Resale in kind of a desperate situation, my previous truck died - needed a new vehicle asap.
So unfortunately I was suckered into buying a lemon - the list of things that were supposed to happen.....never did.
1. the truck had a dent in the back hatch, just around the handle that opened it - as it was, it almost looked like a scooped out part for your hand to contour in when opening the door - but if you really looked you could see that it was dented in. that I was 1st promised was "NO BIG DEAL" - it would be fixed & nobody would ever know it was there. they were going to call in the "DENT WIZARD" I was told by my shady salesman, take the truck drive it & make a list of anything wrong - make an appointment & we will have it fixed. made the appointment - came back to pick my truck up - it looked 50 X's worse, I welled up with tears when I seen it, now was it not only dented but the paint had been compromised & cracked around the area. by then there were bigger mechanical issues I needed to address.
2. the air conditioner - never worked correctly 1 day I had the truck - was also promised - no big deal we will fix that, just bring it in. that was worked on in a few of my appointment - never worked, still don't! winter rolled around & mechanical issues took priority.
3. never got the floor mats that I was promised - bought a vehicle for $2000 down 40 months of $405 = $16,200 plus a $2500 balloon payment @ the end of my term = last ditch effort for them to scam ya! with all of that they couldn't manage to get some floor mats in the truck.
4. never received the spare key I was promised several times, any time i asked about it, just got the run around. then I was told its not that big of a deal - get a new key - they are only around $100 bucks!!!!
5. the back seats fold down so the headrest come off - but they weren't there - was promised again - that's no big deal, they were going to get the headrest - "they were just takin out for the detailing (HA! WHAT A JOKE) the truck was lightly vacuumed maybe.
6. this was & is the biggest issue of all - throughout all of these things, keeping in mind we are a few months into this aggravation & $405 payments each month & several trips back & forth & several sub-par loaner clunkers I had to fight for like they were doing me a favor - several upset phone calls with horrible customer service - like jeckel & hide kinda behavior from these people - Keith the past service manager, was as shady as they come! try to scam any way he could - several shady things happened with my paperwork & interstate, the 3rd party warranty company. My truck went back there 5 times for the service engine light being on - I was told there was an issue & the computer was just getting a bad signal & nothing was wrong & they would say it was fixed - I would pick it back up - interstate would be billed - I would drive 50 miles & the service engine light would pop it ugly self back up - this got to be so annoying, I still have this payment every month & my car was @ Basil a week here & a week there & never would be fixed, so I started to look up what NYS lemon law was - & I found that the NYS lemon law states that if your vehicle has to go back to the dealer for the same repair more then 3 times you could submit a claim to Albany to have the vehicle deemed a LEMON - I told Basil service I have printed out the lemon law paperwork & if you cant fix my truck this time - that I will submit the paperwork & NYS will brand the title as a LEMON & they will have to give me a different truck or all of my money back. Then it turns into an entirely different issue - they tell me they have to send it out because there is a bad cylinder in the engine & it has to be bored out & re-drilled = big job = big cost! then they act nasty about it & say so basically you made out cause the engine was re-worked so its like you got a new engine = well I am sorry but by time I am done I will have over $20,000 into this truck - shouldn't I get a good running vehicle? & I shouldn't have had to get the run around & be so upset I am yelling & crying on the phone with these "used car dealers" = SHADY A*HOLES!!! just to get what I paid for. unfortunately the check engine light later returned & continued to go on & off with no reason either way - & the truck started to do the exact same thing as before - it would run a little bit smoother when the light was off - when the light would go back on - it would run a little bit rougher then normal. so now is that my inspection is due - its 1 of the times that my service engine light is on - so I can get the vehicle inspected.
7. the ON-TIME boxes that they must have gotten for $2 each - were there tracking devices that they installed because they in-house financed were so much fun, I went through 4 different boxes over the course of my term with them. the box would malfunction & kill switch my truck & I would have to have it towed in & they would fight that they weren't paying the tow - which they always did because it was not my fault the box broke - as it was I would have to be inconvenienced having my truck dead - where ever I was & then have to fight about the entire following day - when I called, I would be told things like - they haven't had a chance to look @ it yet cause they had appointments that they were taking care of - I am thinking - OK, WELL MY VEHICLE WAS TOWED IN - I dont really care about your appointments or when you ask to talk to a manager - they are always busy & cant come to the phone - because they are with a customer - WELL GUESS WHAT?????? I AM A CUSTOMER ! ! ! ! ! I guess I was gullible enough to think because BASIL is a big - well know place that they wouldn't have such SHADY business practice, but after talking to other people & my own experiences with them - they are 1 of the worst! !