Complaints

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, my name is Dirrenisha ***** I am filing a complaint on The Other Guys Automotive I got my car June 21st ********************************************************************************* and outside of the car. I notified the dealership to inform them that the car is smelling like gas they refused to help . THEN my car started to stop on me in the middle of the road and also on the freeway as well . I have not had my car for 90 days and its already needs repairs done and the car company is refusing to take care of the issue trying to charge me ***** for the repairs. They also never registered my car I got my car June 21 2024 they gave me a temporary plate until August 5th I had to go to the MDV to get another temporary 30 tag because they never registered my car I barely received my plates August 29th. This company has been doing fraudulent activities with their customers just to make sales on vehicles. First they said they wouldnt charge me if I got the car towed to the dealership but now that they have my car their holding my car hostage saying that I HAVE TO GIVE THEM ***** to fix the car or I cant come pick up the car without paying them but they havent fixed or did anything to my car but sold me a messed vehicle and their trying to force me to pay for the repair or their going to garnish my wages and repossession the car. I just paid my car note and insurance as of yesterday 09-05-2024. I just dont know what else I can do but go to the BBB and small claims court because they are trying to get over on me and I have proof of everything and need help with handling this situation and try to prevent this company getting over on the next customers. Please let me know what can I do or what can you guys do to help me wit this situation? Thank you so much and have a blessed day

  

  Business response

  09/18/2024

  Dear Better Business Bureau,

  I am writing in response to the complaint filed by Ms. ********** ***** regarding her experience with The Other Guys Automotive. I would like to address the key concerns raised and provide clarification from our side:

  When Ms. ********** ***** first contacted us about the smell of gas in her vehicle, we immediately advised her to bring the car in for inspection. However, she chose not to do so.
  Later, when Ms. ***** called to report that her vehicle had stalled near the ********* on-ramp to the 143 South freeway, I offered to have the vehicle towed to our dealership. Additionally, I sent two technicians to assist her on-site. When they arrived, other individuals were already helping her. My technicians intended to move the car to the side of the road by putting it in neutral, but Ms. ***** refused their help, telling them not to touch her car. As a result, my team left without further intervention.

  I later called Ms. ***** again to offer a tow to our dealership for further inspection. However, she expressed concern that we would keep her vehicle and declined our offer. Approximately a week to ten days later, she brought the vehicle in herself for diagnosis.

  Upon inspection, we found that the multi-air actuator had failed. During this time, Ms. ***** had driven ***** miles on the vehicle without bringing it in for the recommended inspection, despite the ongoing issue. Additionally, she had driven the car for more than 500 miles and had it for more than 15 days, as outlined in the buyer's guide. I provided her with a repair estimate of $2,000 for the replacement of the actuator.

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from The Other Guys. They gave me an incomplete carfax on the car. When I went to refinance the car, I was informed that the car had a salvaged title and structural damage reported. So my credit union couldn't refinance it for that reason. Now I can't even get a fair amount for the car on a trade-in due to the salvaged title. I would've never purchased that car if I knew it had a salvaged title.

  

  Business response

  07/05/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We want to clarify that the vehicle you purchased from us has a clean title, not a salvaged or total loss title. Our dealership does not sell vehicles with salvaged or total loss titles, as our partnering banks do not accept them.

  We also want to assure you that if a customer requests a Carfax or AutoCheck report, we always provide the complete and accurate report. We are committed to transparency and customer satisfaction, and we apologize for any confusion or inconvenience this situation may have caused.

  If you have any further questions or concerns, please feel free to reach out to our customer service team at ************ or ***************** We are here to help.
  

  Sincerely,
  *******************
  General Manager
  The Other Guys Automotive

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the dealership that I have seen an ad on ********* went in, looked around at cars that interested me. started doing paperwork. On August 16, 2023, we put $1000 down payment. The car was making a clicking noise, the day we brought it home. The company promised they would fix that part and they kept their promise. Than the contract never went through with the bank, we called the bank and they had zero information. A month later they towed the car and expected us to pay for each mileage we used but when we signed the contract there was no knowledge in the contract. The company only tried giving back $300 out of the $1000 we put down, tried to get my full down payment back but they refused, though the contract never fully went through with the bank, I therefore should receive all $1000 down payment

  

  Business response

  04/29/2024

  ****, I wanted to bring your attention to the section in the Vehicle Purchase Order regarding the down payment deposit agreement. It explicitly states that the deposit is non-refundable if the contract becomes unfundable due to reasons attributable to the customer. Unfortunately, during the bank's verification process of your employment, they spoke with ********************* in HR, who indicated that you had been terminated from your job. Consequently, this has led to the bank's decision to cancel the loan.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to The Other Guys dealership 08/232023 spoke with ******************* who encouraged me to submit an application and they could work with bad credit, everyone gets approved, no down payment, etc.. A few days later I finally get a text back saying that they could not work with me because I was working a temp to hire job, which is understandable. A few months pass, I start getting texts from them saying they still want to help. I am now beginning to start a new job full time, hired directly by the company. I reached out via text to ask what would be needed to get financing. Moments later I get a notification that a hard inquiry was placed on my credit per an application that I never gave my consent to. I got a call saying he is no longer with the company and gave me a different number to call, I expressed my concerns with my credit being ran without consent and he said dont worry, it doesnt affect your credit I also get a text from the other number saying to send pay stubs, when I called he said he would need an offer letter for the new job. I send this via email and have to constantly follow up on what is going on and was told they need pay stubs. I asked if they could use the second inquiry once I get a months worth of pay stubs although it would be passed the 30 days and **** said that wouldnt be a problem and to just get him pay stubs. 02/28/2023 I called **** letting him know I have the stubs & down payment discussed, I advised him I did not want my credit to be ran & he ensured me he wouldnt run it again & use the previous app. Moments later I get a notification of a 3rd inquiry. **** texts saying I'll get back with you asap. Promise hours later I get a text saying he was unable to help I asked for specifics that the lenders denied the application & requested a denial letter. I never received the denial letter. I believe this dealership to be unlawful & against public interest. I have full submitted documents that can be submitted upon request.

  

  Business response

  03/12/2024

  
  Dear ********,

  I hope this message finds you well.

  As the General Manager of The Other Guys Automotive, I am committed to ensuring that every aspect of our customer experience meets the highest standards of professionalism and integrity. I appreciate you bringing your concerns to our attention and I'm eager to address them promptly.
  After carefully reviewing our records, I regret to inform you that we have not found any recent credit inquiries under your name within the last 60 days. However, I understand the importance of ensuring accuracy in credit reporting, and I would be more than willing to assist you in resolving any discrepancies by guiding you through the process of filing a dispute with Experian, should there be any inquiries on your credit report that require clarification.
  Additionally, I would like to extend my apologies if there was any confusion regarding your recent interaction with ****. It is our standard procedure for the banks we work with to provide denial letters in such cases, and I want to ensure that you receive the clarity and transparency you deserve. If you could kindly provide me with further details about your conversation with ****, I will personally ensure that any outstanding issues are addressed promptly and appropriately.
  Please feel free to reach out to me directly with any additional questions or concerns you may have. Your satisfaction is of the utmost importance to us, and I am committed to resolving this matter to your full satisfaction.

  Thank you for your understanding and cooperation.

  
  Sincerely,

  *****

  General Manager

  The Other Guys Automotive

*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. ↩