Total Amount in Dispute:
$0.00
Total Amount Settled:
$0.00
Complaint Experience
0%
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:
Complainants allege they experience problems with financing vehicles. In some cases customers found financing on their own but the company refused to accept the customer's loan source. In other cases customers complain the company fails to disclose to prospective buyers that some vehicles sold were previously in accidents. Other complainants allege vehicles purchased have numerous mechanical problems which the company verbally promises to fix. After purchase the company refuses to pay repair costs as verbally agreed. In one case a customer reports repair time exceeded 30 days. Another complainant reports the company refused to pay the costs of a rental vehicle assigned while repairs were performed.
The company responds in a few cases by agreeing to additional repairs or offering explanations for financing problems. Two customers were not satisfied with the company's response to their complaints. In one case the customer was dissatisfied with having to pay DMV charges for registration. In the second case the customer was dissatisfied with the company for refusing to sell a vehicle at the price advertised
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