Complaints

This profile includes complaints for Carco Sales & Finance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Carco Sales & Finance has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Carco Sales & Finance

  1125 Broadway Chula Vista, CA 91911

• 

  Carco Sales & Finance

  375 Broadway Chula Vista, CA 91910

• 

  Carco Sales & Finance

  147 Broadway Chula Vista, CA 91911

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:12/07/2023

  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.

  I purchase a vehicle 07-14-2023. Total financed was $8,488.41. My first payment was July 18th $500.00 second was August 3rd $1,500 September 01 $500.00 4th October 3rd $500.00 and 5th payment $500.00. Total *****. When o called Carco to get a pay off I was told the pay off was $6,790.80. $8,488.41 minus $***** of my payments should not make a pay off of $6,790.80 in 5 months even with a *****% interest. Every time I call to speak with the finance person he or she is never available. I feel that they are holding the title hostage and the only way to pay off my car and get the title is to give them the money they are asking for. My payments were made with checks I have proof of every payment made.

  Business Response

  Date: 12/11/2023

  ***** was in our office today and the confusion is resolved. 

• Initial Complaint

  Date:05/02/2023

  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.

  We purchased a car for my son in September of 2022. A few weeks after buying the vehicle, the check engine light went on. We took it back to the shop and they stated they fixed it. A few months later, the engine froze. After towing it to several auto repairs it was determined, even though Caro clamed they did a through inspection, the oil was not changed which caused metal shaving to enter the engine therefore freezing it up. In addition to buying a lemon , they also sold me a warranty from GWC which wanted up to pay 5-8 k pout of pocket to break the engine down. I spoke to several auto repair shops who stated that was a waste of time and money and would not do the work. I spoke with GWC and they stated that I could get a refund however the request needed to come form the dealership. On February 11th I e-mailed Carco informing them I would like to move forward with the cancellation of the extended warranty. I received confirmation that they received my request and then on 3/4/2023 they e-mailed me requesting additional information, which was sent on 3/5/2023. I was told by *****, at Carco that everything was submitted and to call back in April because it takes some time. As of today 5/2/2023, per GWC, Caro Finance and sales never submitted the request. I have made SEVERAL calls to Carco and do not get a return call. Apparently I am supposed to get a call from ******** which is the account manager but she never calls. I do not know what to do to find a resolution and obtain a refund in which I'm entitled to.

  Business Response

  Date: 05/11/2023

  Dear *******************************:
  Ive had a chance to review your complaint and Id like to apologize for any inconvenience that you may have experienced. We have been doing everything we can to resolve the issue as quickly as possible. The cancellation has been submitted to the warranty company. Recently, the refund has been approved and processed. Your refund check is now ready for pick up as of today 5/11/2023. This matter is consider finalized.
  
  Sincerely,
  **************
  Sales Manager
  Carco Sales and Finance
  
  

• Initial Complaint

  Date:03/25/2023

  Type:Product 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.

  Transaction Date: February 24, 2023 Cost of item in question: $992 Reason: Fraudulent charge for equipment not installed in vehicle at the time of purchase. This business has done nothing to resolve the issue. Attachments included: Email trail, Text trail, and contract for LoJack --------------------------------------------------------------------------------------------------------- I was sold this vehicle with the “non-negotiable” terms of purchasing LoJack with the vehicle. I did not want or need the LoJack equipment or subscription. After the vehicle purchase, I requested the LoJack account information multiple times via email. I received a response that Carco was missing 1 digit off the serial number in order to activate it. This raised my suspicion that there was no LoJack device actually installed in the vehicle. I am a former mechanic and engineer by trade, so I decided to take apart the dash and panels to look for the device that would be intercepting ignition wires and using a GPS receiver. There is no such device under the dash of the vehicle. I agreed to meet *** at the Poway location to have his tech retrieve the serial number. When I arrived, *** was not there and one employee told the other employee that he was told to bring my vehicle and the LoJack device that was in his hand to the installer to have the Lojack installed in the vehicle. I was sold something that did not exist and *** at Carco has tried to cover this up by calling an installation an “activation”. I was clear over text message with *** that if there was no LoJack installed, then I would like my money back. This is fraud. I am seeking a full refund of $992 to be paid by check mailed to my mailing address.

  Business Response

  Date: 04/04/2023

  ****, we have been trying to resolve this issue with you. We need to confirm if the GPS installed is malfunctioning, not connected properly or if it is even installed. We run a business that humans are involved in the process of making vehicles ready for sale, this includes the installation of the GPS, sometimes the connection is not making correct contact the the power source. The Vehicle Sales Agreement we entered and signed by both parties has a clause “HOW THIS CONTRACT CAN BE CHANGED” (6th signature spot), giving you a guideline on how these sorts of issues are dealt with and be "California Compliant". If you want your money back we will gladly refund it. Just follow the process we have in place to handle such issues. we will re-write the contract to the original selling price of the Cadillac Escalade as you got the cost of the GPS as a concession during the negotiating. We made ourselves available to you at our Poway because of where you live. You canceled the appointment for NO-GOOD REASON. If you want a refund we will gladly issue you it. We will check the GPS unit is not working/faulty/or installed and we need to retrieve the unit and issue any refund/re-write the contract will follow that. You may call the store or text us at ****** ********* to set an appointment for a Tuesday, Wednesday or Thursday at Carco Sales and Finance, 1** ********* ***** ****** ** *****, the shop and tech hours are between 09:00 am to 4:30 pm. Best, ***

  Customer Answer

  Date: 04/04/2023

  Hello,

  I appreciate the response.

  I am again requesting you issue a check and mail it to my address.  Carco made the mistake of selling a vehicle without a functioning GPS unit and charging me for it.  There is no unit installed and I can provide 20+ high resolution photos of all the dash panels, stereo and gauge cluster removed.  Bringing the car to you would be an inconvenience to me as I will have to take time off of work that will not be reimbursed just so you can look for something that does not exist.  

  I hope we can resolve this issue of Carco contractually selling equipment that does not exist/function in a timely manner.

  Thanks!

  Business Response

  Date: 04/11/2023

  ** *******,

  Good day to You.

  We have offered Mr. ****** options to get this resolved.  He is not willing to follow what we must do to make sure we secure the GPS unit if it is installed.  In the meantime Mr. ****** has tried to disparage our business by going to our *********** and ******** reviews.  We have been in business for over 17 years now, and we always find a way to make a customer happy.  We replied promptly to this.  We have tried many times tom ask Mr. ****** to call us, he has not done so.  We asked him to bring the vehicle in to our Chula Vista location so that the technician involved in the installation of the GPS unit inspect and make sure it was not there or if present and faulty remove and secure the device.  They can be used for nefarious purposes, and we have a liability issue should we not secure the unit properly.  We asked Mr. ****** to make an appointment for a Tuesday, Wednesday and/or Thursday as those are the days the technician is working at the shop, he has not called us.

  On the contract side.  He used the GPS to get a discount of $1000, in his contract there's a Clause: " How this contract can be changed.  The agreement, will be re-written to the $1000 raising the price to the original selling price of the vehicle, in order to be compliant with California Auto Retailing rules/law and policies.

  We would like the BBB in bridging the GAP we have with MR. ******.  How can we help someone if the customer won't help us, and only make us liable?  Does the BBB help out in these cases?

  You may reach me at ************ **r any ideas to help bridge this issue with Mr. ****** and come to an cordial conclusion to this issue.

  Thank you ***

  Customer Answer

  Date: 04/19/2023

  Hello,

  This issue will not be resolved until a check in the amount of $992 is mailed to my home address at NO INCONVIENCE TO ME as this is not my mistake to fix or help Carco fix.

  *** *** ** ****** ** ******

  Carco is now lying when they state "On the contract side.  He used the GPS to get a discount of $1000, in his contract there's a Clause: " How this contract can be changed.  The agreement, will be re-written to the $1000 raising the price to the original selling price of the vehicle, in order to be compliant with California Auto Retailing rules/law and policies."

  I have attached the contract.  There is absolutely no mention of any discounts for the LoJack that is NOT installed in the vehicle.

  Carco has committed a breach of contract. This is a serious issue. Re-writing the contract to increase the price will be addressed accordingly. The contract states that the vehicle comes with a Lojack and the vehicle did not.  I would hope that Carco will do the right thing and refund the money in the form of a check mailed to my address so everyone can move on from this situation.

   

  Thank you for your time.