Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Tesla model 3 from this company not even 24 hours ago and while I was buying it they was ******* me to buy the car as soon as I got approved from multiple lenders. I definitely felt rushed during the signing process as well. The finance guy purposefully tried to hide some of the paperwork information. This company added on a 1,000$ fee for paint protection that I told them previously I did not want they said okay. Then they also added a 350$ transportation fee that again should not have been applied due to the fact that I went there to pick up the vehicle. And NOW my Tesla is broke down in a random city because the ***** wont charge. I felt extremely unsafe due to this. I have tried to contact the company because I do not want the car. First day and I am already stranded on the side of the road. This will not be the car for me. I called the company told them about my situation and they do not care. They hung up on me 3 times. They are not helping me at all. I feel robbed. I traveled all the way from **************. I am a service member who has to be back at my duty station within the next 24 hours!!!!! I will have serious consequences if I dont make it. THEY ARE MOVING EXTREMELY SLOW TO GET BACK TO **.

  Business Response

  Date: 01/28/2025

  Hello *****...we want to thank you for the opportunity! Your feedback and concerns help us to continue getting better to serve our local communities and those around the country when elevating the car buying experience for customers. Please reach out to have all these concerns addressed. We disclose all fees to our customers. We are transparent with every transaction that is conducted. When we got the phone call concerning the vehicle, we offered to have the vehicle returned to us. We understand driving a Tesla can be overwhelming for fist time customers. This is usually a novelty to some customers when operating such a vehicle. All this happened within 24 hours of buying the vehicle. We are happy to know that you are still with your vehicle, and have chosen to keep it. But we are here and ready to serve with any concerns or needs. Your business is appreciated and very important to us.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle to be delivered to **********, **. We had a deadline to deliver supplies to hurricane ****** victims. They were very aware of this and said it would be no problem. Fast forward to over a week later and we had to drive 9 hours to get the vehicle and then we get there and there are no drive out tags on it!!! They were aware we would be coming after hours to pick it up and then we were told ooops, we forgot. We will email the tag to you in the morning. So our options are now to spend 300 on a hotel room and wait for them in the morning OR drive through ** and SC illegally and hope that we dont get pulled over. They then called us, after I left a review(because they literally refused to let me speak to a manager) and a man named **** who claimed to be the ** said he was going to reimburse us for the cost of repairs, hotel, gas and our time to make it right. I submitted a very detailed and professional explanation of events along with a detailed breakdown of expenses, all of which he said he would reimburse us for. He called me today and offered me $200, which was the cost of parts. Delivered was supposed to be free yet we spent almost $1,000 getting and fixing the van on the way home. Apparently its not a big deal that they asked and even argued with us to try to get us to break the law in 3 separate states by driving it home with no tags on it. We were forced to get a hotel room to get our tags AND fix the van on the side of the interstate on the way home. This is the most unethical treatment Ive ever received from a dealership and I cant see it being okay that they literally tried to coerce and force us into driving with no tags. All I am asking is for them to hold true to their word and reimburse us for gas, hotel, our time and parts as we were told by **** that they would. I do have pictures of receipts and the email that I sent them with the detailed breakdown if it would help.

  Business Response

  Date: 10/31/2024

  *** and Mrs. ******* first I want to thank you for your business. We appreciate the feedback you are sharing, and will use it to improve our process to better serve our community of customers. We apologize for the sales experience that you had with our dealership. Addressing the concerns that were brought to our attention, we made two offers. Either to take the vehicle back if any issues persisted with the vehicle, or we would reimburse the cost of getting the vehicle up and running. At the initial point of sale we disclosed we were in the process of getting the catalytic converter fixed. And we planned to transport the vehicle at no cost. We understand that the process took longer than expected. But when financing with Navy Federal fell through, we had to switch to alternatives to get an approval for this vehicle. Which created another delay. We set the proper expectations to facilitate a seamless process. 
  
  Again, we appreciate your feedback. And want to thank you for your business. We are still able to issue a reimbursement for the cost of fixing the vehicle. We look forward to serving you and creating a great buying experience.

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22438104
  
  I am rejecting this response because:

  The only thing that you are being honest and accurate about in your response is in saying that you offered to take the van back, however, when **** called us back he was the one that mentioned reimbursing our time.  We initially had stated that we felt being reimbursed for the repair cost, travel and hotel would be fair.  **** was the one who said that if we kept the van he would be happy to reimburse us for our time, travel, repairs, etc.  He gave me his email and instructed me to email the receipts and a breakdown of costs once we arrived home and he said that he took full responsibility and felt horrible about it and wanted to make it right.  That is why I emailed **** the breakdown upon our return that contained time, travel, etc.  I was instructed to by your general manager ****.  If he is not your general manager, he claimed to be.  
  When the financing through navy fed fell through, ***** called me to say that it fell through but they had other financing lined up.  I specifically asked if this would delay delivery because we were all aware that it was time sensitive and we would have made arrangements to come retrieve the van, however, ***** assured us it was never taken off the pickup board and he, Just knew that it would be picked up by Tuesday at the latest, which meant it would have been on time.  Also, we had asked about the tags and ***** said they were already on the van and they were just waiting for it to be picked up.  We have this in text as well, had we not been blatantly lied to about when the van would be picked up and delivered to us AND assured multiple times that it was never taken off of the board and it would still be taken on time, then we would have been set up to have realistic expectations of when the van would arrive but due to the fact that we were blatantly lied to the entire time, which we have in text messages, then we would have still purchased the van but we would have made arrangements due to the sensitivity of the time that we needed it by.  None of that was done, which was why by Thursday morning we had decided to drive down on Friday.  Of course , we believed that we could just meet ***** there since he said he would be there(not drive up ***** minutes later after lying even more and claiming he was inside the dealership), he had said the drive out tags were already on it, per a previous text message, so we obviously thought that we would be able to pick it up and drive off pretty quickly since it was already 9:00 pm when we arrived and I had spoken to ***** at 8:00 pm and he had assured me that he was going to be sitting there waiting for us. Again, we were lied to multiple times and sat there for about an hour and a half before we could get our tags and leave.  This is because once ***** did finally arrive, we had to argue with him about not breaking the law in 3 separate states in order to get our drive out tag that night instead of driving through 3 states with no tags and having them emailed to us in the morning, as he was strongly trying to convince us to do.  That being said, it was your general manager who offered to reimburse us everything that we have asked for and it was your employee who lied to us repeatedly throughout the entire deal.  This falls 100% on your business due to the lack of ethics and inability to tell a customer the truth and set the proper expectations.  We simply expected what we were told and to be reimbursed what we were offered, by your employee and general manager .  If your employees had not told the lies that they told and made the offers that were made in order to make it right then we would not have expected the reimbursement.  It would still have been the ethical thing to do but it wouldnt be a legitimate expectation.  These expectations were all set directly by the employees that we encountered.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/22/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I totally feel swindled by this place. I initially purchased a 2013 Audi in December 2023. I had the car for about 2 weeks and I was to bring it in to their service department cause I thought I smelled gas. Shortly before my arrival, I got a call to pick out another due to some title issues. I was highly upset because I was satisfied with my payment and the mileage on the car. I settled on a newer model *** with a higher note and miles. ***** there I asked if the down payment I put on the Audi be applied to the new car and was told no. As a result, my credit was ran once again within less than a one-month time span. Hence a decline in my score. Since purchasing the car in Jan 2024 I have had the car in my possession for maybe about 6 weeks. I turned the car into the service department because it was running hot. I understood that the main mechanic was out and it may have been longer than anticipated .They provided me a replacement vehicle, but it was not of the same value as the car I am paying for. Three weeks later I have a cracked reservoir leak that I thought was addressed in the initial service, but wasn't cause it wasn't on the paperwork. Again I was provided a replacement vehicle of lesser value. After being at the dealership for 5 business days when I was initially told two, I picked up the vehicle only to have a notification light come on about the coolant being low the very next day. Also, while I can not be 100% sure I do believe they sold the Audi they took back from me to someone else. I saw the exact make and model with the same color interior and their tag this past week while taking my kid to school. They have caused too much frustration in my life these past few months.I hate the lack of communication with the service **** & how my car still isnt fixed.

  Business Response

  Date: 05/09/2024

  We are very sorry for the inconvenience ****************** has experienced thus far. Unfortunately, after we sold the 2013 Audi, we determined there was a title issue hindering the transfer of ownership. We began using this Audi as a loaner vehicle until we could resolve the title issue since we could not sell it until it was fixed. Once the title issue was determined, we asked if there was another vehicle ****************** would like to purchase and she chose one and approved the new terms and payment. After delivery of the new purchase, ****************** experienced some mechanical issues, at which time we asked her to bring the vehicle to our service department to diagnose and we provided her with the loaner unit we had available at that time.

  Customer Answer

  Date: 05/09/2024

   
  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.
  
  Sincerely,
  
  ******************

• Initial Complaint

  Date:04/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2023 I purchased a 2013 **** sales agent name was ***** at approximately 5:30pm for the amount of $19,798.54. At 6:30pm I called ***** and told him that the roof hinge and the glove compartment was broken that he said prior to me purchasing the vehicle had been fixed. He said the part had been ordered and waiting for it to arrive. He assured me that he would have the service department take care of it. I brought the car back to them on Friday, April 7th and to no avail it wasn't fixed. I spoke with ***** several times that day and was told that **** would return my call. At 6:47pm that evening when I spoke with another salesman, I told him that I was on the way to pick up my vehicle, she called. She said she had to order the part because that part was missing the clamps and she assured me that the new part would be in by the 14th. I took my car back to the service department on the 17th and the same part that I gave her off the vehicle was the same part with additional scratches was placed back on the vehicle. The part wasn't flushed to the roof of the convertible. I asked ***** would you be satisfied with this? She said no ma'am but its an after market part and that's the best we could do. I asked her so are you telling me that when I use the convertible it's not going to come off again, she said yes ma'am it won't lift again. I asked her when will the glove compartment be back, she said she wasn't sure because she had to find the box because the motor was gone in mines and the one she ordered was the wrong one. On April 22, I drove my vehicle for the first time and after utilizing the convertible, the roof hinge came off again! So, today April 26, 2023, I called to let her know about the hinge after calling since Monday from my cell phone and leaving several messages which she never returned. I asked her about the glove box because the sensor switch is needed for my tires, she said she wasn't approved to order it! Poor ****************

  Business Response

  Date: 05/30/2023

  Sorry for the delay in responding. We have continued to work with this customer to resolve the situation. Both issues she brought up have been addressed and the vehicle is ready for pick up today. Please do reach out if there is anything further we can do.