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:03/14/2025

  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.

  They never responded with a resolution. I have spoken to multiple agents. ************** has called and emailed as well. We spoke to **** on multiple occasions. I have been requesting a copy of the salvage title for months since Desert Finance located at ****************************** deemed my car totaled and they always say they will call back and never have. I was in a car accident and need that for insurance purposes. They have totally ignored my request. This has caused a delay in my property claim. Its been since September of last year. Please help as this is not customer service and customers should not be treated like this.

  Business Response

  Date: 03/21/2025

  We appreciate the opportunity to address the concerns raised by ******* ***** regarding the request for a copy of the vehicle title.
  
  Please note that it is not mandatory for us to provide a copy of the title to the customer, especially in cases where there is a lien on the vehicle. In such instances, the title is held by the lienholder and any necessary documentation related to the title is typically handled between the lienholder and the insurance company directly. We have advised the customer that the insurance company must contact the lienholder to obtain the title as part of their claims process.
  
  Additionally, we have conducted a thorough review of our records, including call logs and account notes, and we were unable to locate any communications or inquiries from the customer regarding this matter, as was claimed in the complaint.
  
  We are committed to providing excellent service and accurate information to all of our customers and regret any misunderstanding that may have occurred. If there are any further questions or concerns, we are happy to address them directly.
  
  
  Best Regards,
  B&G Auto Sales
  Sales Manager
  ******* *******
  *************

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  They are horrible business they had my car town then the workers at the service station stolen all my property in my car stolen Apple max headphones and also gift cards and gifts had in car trunk and they stolen my driver license in my car as well they stole also my back brace

  Business Response

  Date: 02/11/2025

  We appreciate the opportunity to address Jamillas concerns regarding their missing belongings after their vehicle was towed.
  Our companys responsibility is to transport the vehicle safely between designated locations. We do not take inventory of personal belongings inside vehicles. We are not liable for any items left in the vehicle before, during, or after transport. Any concerns regarding missing items would need to be addressed directly with the towing company involved.
  That said, we take all concerns seriously and are happy to assist in any way within our scope. If ******** has additional details or documentation regarding this matter, we encourage her to reach out to us directly or provide proof so we can help facilitate communication with the appropriate parties.
  Please let us know if any further clarification is needed.
  
  Best regards,
  Desert Finance LLC
  *************

• Initial Complaint

  Date:01/23/2025

  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.

  This place is the worst. I cant even begin to explain the amount of horrible this place represents.

  Business Response

  Date: 01/24/2025

  Hello Mr. ******************* was checking your account to see if there were any issues. I'm not understanding what the complaint is about. I don't see Issues on your account, I did see you called a couple of our Desert finance **** and you were mad on the phone. If you could please give me more info on what the problem is so I can better assist you. You can also call me back at ************

• Initial Complaint

  Date:01/17/2025

  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.

  They use ****** to make you make your payments. There is not way to make payments on there for future payments to get ahead on payments without calling their office and paying buy phone for a fee.

  Business Response

  Date: 01/20/2025

  I'm sorry I'm no sure how to answer this complaint. You purchased the vehicle back in August 22, 2024. WE do use Fex Pay. WE have different options for payments. ******** ********************  you will need your loan number. ******* at ************ there is a $5 convenience fee 3. ***** FARGO at Desert Finance LLC acct; #************ and send receipt to ******************************** including loan number on subject. 4. AUTO PAY enroll and save time! 

  Please call for more info or questions

  Customer Answer

  Date: 01/24/2025

  Yes, call to pay a 5$ fee because the website never works.  This is over charging!  Today tried to make a payment and then then transaction is denied on your end.  ***** had more than enough to cover the payment but again denied so I have to call and pay a service fee.  This is a scam to over charge consumers.  Or go to **************** out of the area which is an inconvenience!  This finance company has been less than desirable to deal with tries and over charge.

  Business Response

  Date: 01/28/2025

  Good afternoon, 
  Thank you for reaching out. 
  
  
  We understand your concerns, but we would like to clarify that youre allow to process payments in advance in our online portal as long as its the full amount of your regular payment and not partial payments, our online system doesnt take partial payments. Another thing we would like to share its if your account is current and you want to make a payment in advance like 1 day or 2 days before your due date, we wont charge you any convenience fee, its part of our protocol.
  
  
  We want to assure our compromise to help our customers if they want to pay in advance waiving the $5 convenience fee. In addition, if you have any issue paying online and you dont want be charge of $5 convenience fee, you have the option to pay thru ****************, you dont have any additional charge paying thru them.
  
  
  Last week we were having issues with our portal payment so we werent able to process some payments, even if you call or even if we wanted to charge the $5 fee. Because of that, we were helping our customer keeping the car on until this issue was resolved.
  
  
  We stand by our commitment to transparency and are here to assist with any further questions you may have.

• Initial Complaint

  Date:01/06/2025

  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 called desert finance to make a partial payment on Saturday December the 28th and pay the remaining balance on Tuesday December 31st. I confirmed with the agent that my car would not be shut off on Sunday, and even asked to speak with a supervisor to confirm . They assured me 3 times my car wouldnt be shut off, so the next morning I started the car at 7:15an to take my son to his Arizona All state all star baseball game and my car wouldnt start. I had been shut off and the he game was in ******* , and desert finance doesnt open until 8am. My 9yr old son was crying because we had no ride in time to Make his all star game in *******. . He missed the first game and played the 2nd games, but didnt advance because the coaches thought we overslept and missed the start of the game one. On purpose. This is the 2nd time this has happened to me , and I really dont know how I can be compensated for this. My son missed out on a huge opportunity to further his baseball talent

  Business Response

  Date: 01/13/2025

  Making a partial payment doen't guarantee that a late fee or penalty will be avoided, as payments must meet the full agreed amount by due date. Regarding the started interrupt system, it is automated to ensure timely payments as outlined in the contract. While we understand how important your child's tournament is, the system operates as a safeguard, and we encourage prior arrangements of transportation for further events. 

  We understand your concern and take every matter seriously. However, we want to assure you that we have operated within the terms of the agreement and have not acted illegally or outside of the contract. For this reason, we are unable to cover the $4,000 you mentioed. If you have further questions or need clarification on the terms, we are happy to assist.

• Initial Complaint

  Date:01/04/2025

  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 have auto pay for my car note with desert finance. I paid my car note and they turned off my car claiming a payment was never made.

  Business Response

  Date: 01/10/2025

  
  Thank you for reaching out in regards of your concern. We want to assure you that transparency is a top priority for us.
  There was an issue with our system last week and even if you processed the payment, the system wont reflect the transaction. We apologized for the situation but thats also why your account manager asked you to provide your bank statement or screenshots of transactions, because we need to wait for the payment if its not reflecting in our end, specially when they are pending. 
  We are working on resolve this issue and offer your the best resolution. 
  In addition, We stand by our commitment to transparency and are here to assist with any further questions you may have.
  Thank you. 

• Initial Complaint

  Date:11/29/2024

  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.

  I was in an accident on the 1st of October and since the 20 of October they knew the car was a total loss and closed my loan account and since then I been calling every other week to get information sent to me saying its a total loss for court they told me oh you can get the information from the people who sold me the car which is B&G auto sales or ************* I went into the office and they said I can only get that from desert finance llc so I called why I was at the dealership and the representative told me the same thing get it from them it wasnt until the operator heard it was and B&G employee when he said I have to go through and specialist name ******* whos only contact is an email to get the information I need this information to so to the courts that the car is a total loss and a new dealership to show that the loan is closed and no longer active on my credit

  Business Response

  Date: 12/02/2024

  I was looking into your acct. and it is closed in good standing since the *** covered the remaining balance on the acct. Let me know if you need anything else my phone number is ************

• Initial Complaint

  Date:11/22/2024

  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.

  On 11/22/24 I called in to make a payment arrangement which I was told that the policy has changed but was never given a written notice of the policy changing nor does it state in the contract that 65% of the payment is needed in order to request a payment arrangement. During my first conversation, ******, insinuated that consumers abuse the policy and that it is normal for the consumers to not know about the policy which is a violation since we are to be informed of any policy change when it comes to our payments and payment methods/arrangements. He states that a specific amount is needed however there is no written notice of the change nor was there any communication sent out. The company will overcharge consumers then say policies changed and the consumers are left unaware of any changes. This is a shady business model as any other company would provide notice and desert finance has failed to do so.

  Business Response

  Date: 03/06/2025

  Dear ****** ********,

   

  Thank you for reaching out regarding your concern. We would like to clarify that our company does not offer formal payment arrangements or extensions as part of our standard policy. If a courtesy arrangement was extended to you in the past, it was done as an exception and not as a contractual obligation.

   

  When our sales representative mentioned changes, they were simply referring to the fact that such courtesy accommodations would no longer be available moving forward. Since payment arrangements and extensions are not part of our official policy, they are not outlined in your contract.

   

  We understand that financial situations can be challenging, and we strive to assist our customers whenever possible. However, we must adhere to our established policies. Please let us know if there is anything else we can clarify.

  
  

  Customer Answer

  Date: 03/06/2025

  The arrangements are a courtesy as you say and there are no formal arrangements in the policy then there cannot be a set limit or percentage your company is asking for in order to setup such arrangements. 

  Business Response

  Date: 03/14/2025

  I completely understand your perspective, and we always strive to work with our customers as much as possible. Our payment arrangements and courtesy adjustments are set according to our company internal policies, which are designed to ensure fairness and consistency for all customers. While we aim to offer flexible solutions, the specific termssuch as percentages or arrangement optionsare determined by our internal guidelines but are never mandatory.
  We appreciate your understanding, and Id be happy to go over the available options with you to find the best solution within our policy.

  
  

• Initial Complaint

  Date:10/23/2024

  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.

  The last few months I was supposed to receive my title and havent received it. I have moved to the state of Illinois which dont accept electronic titles and I need a physical copy of Desert finance have been giving me the runaround on sending me my title then hang up my phone calls. They have asked me for information on sending me my title and send it to another place that did not exist. They not answering my calls, theyre not answering my questions about getting my title on my lien release papers so I can least get a duplicate title agent has been giving me the straight runaround. This is not the first time of me having an issue with them last time when I first moved down here to ********. I was trying to get my car registered and they gave me paper with missing information that the *** needed it so they know where my car is coming from the lienholder and theyve been it was giving me the runaround and everything else doing that same time to last year in November and it literally took me to call *** autos or desert finance and got on the phone with a member of the *** and that explained them that what they need and then they finally gave up the information to them by legal right I have a legal right to get my title and my lien release information. Ill be fine with either or but they have not given me neither one of those

  Business Response

  Date: 10/25/2024

  As per our records Desert finance has been trying to communicate with customer. For us to be able to release ****** we need a current Address so we can have MVD release and send to his actual address. 

  this is the last time we tried:

  9/13/20245:35 PM
  LG106114
  
   Contact In
  Description:
  Received A Phone Call. Result - [Other]. ** says title is nowhere to be found. wants us to resend it to his address not the *** because they don't accept titles there
  Results:
  Other

  9/13/20248:26 PM
  CM104839
  
   Contact Out
  Description:
  Make A Phone Call ****** ***** (Primary - Primary) at Cell Phone **********. Contact was not made; Result - [No Answer]. cx doesn't answer, hasn't got his ****** trying to communicate with him to confirm the address, send a message
  Results:
  No Answer
  

  Please call me at ********** My name is ******, I'm one of the managers here

• Initial Complaint

  Date:09/14/2024

  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.

  Selling unsafety car without brakes working and transmission problem says after purchase car was ridge to not show error message I am requesting to get out this loan totally and have this company reviewed and take down due to lemon cars sold as salvage restored but not to mention not safe to drive

  Business Response

  Date: 09/17/2024

  
  
  Thank you for reaching out. We understand your concerns, but we would like to clarify that we are the financial institution that provided the loan for your vehicle, not the dealership that sold it to you. While we are responsible for managing your loan, any issues or complaints related to the vehicle purchase or dealership services would need to be addressed directly with the dealership. If you have any questions regarding your loan or payments, we are here to assist you.

  Thank you!