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:01/30/2025

  Type:Order 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.

  On January 16, 2025 I purchased a used 2020 Chevrolet Bolt EV from Anaheim Auto Group aka Plug In Auto. During the purchase process they sold me a tire/rim package and a paintless dent package. I do not need either of these after reviewing my insurance coverage. I emailed them twice on 1/21/2025 and 1/23/2025 and asked them to please cancel these two warranties. I then sent a 3rd email on January 25, 2025 to which I asked for them to respond by end of day, I have received zero response.

• Initial Complaint

  Date:07/11/2024

  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.

  June 30th 2024.Went into the dealership with the intention of buying a vehicle.Paid them ********* through my debit card. deal fell afterwards I was told I would get the money back in 2-3 business days. It's now July 10th and nothing.When I contact the business, they either ghost me, give me the run around or when I get a hold of someone, I am told the money has been sent back and it is now up to the bank.Just got off the phone with my bank and I was told they have not returned anything. I need that Money ASAP.

  Business Response

  Date: 07/18/2024

   

  Dear *********************,

  
  Thank you for your patience and for bringing this matter to our attention.

  
  We apologize for any inconvenience caused. On June 30th, 2024, you visited our dealership with the intention of purchasing a vehicle and paid $10,700.00 through your debit card. Unfortunately, the deal fell through, and the office was  informed that a refund request will be processed by your bank..

  
  ******************************* has communicated with you during this period, and you were advised to contact your bank again to request a refund so that we could process it accordingly. ****** has also been in touch regarding the refund request that had not been received, which is likely why you opted to receive a check instead. According to our records, this check has been issued and already been cashed.

  
  We apologize for any miscommunication that *** have occurred along the way. Please verify if the check received and cashed corresponds to the refund amount. 

  
  We value your business and we apologize for any miscommunication.

  
  Sincerely,
  
  
  *********************;

  
  

• Initial Complaint

  Date:10/16/2023

  Type:Billing 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.

  Car dealership gave a price breakdown that included two services they claimed were already etched into the car and could not be taken off, therefore I had to pay for both. They printed papers that showed the price for each, and told me the total would factor into the total price. After I paid off the entire car in cash, I was told one of those services were never actually included in the car and I asked for a refund of the cost of the service and now they are ignoring me and refusing to talk to me. They are still in possession of the car, even though *** fully paid it off. They are refusing to negotiate a refund. They refuse to admit they did anything wrong and are claiming I misunderstood their charges, even though they clearly had written in the service on the price breakdown during negotiations. I also have a witness, because someone drove me to the appointment and heard and saw everything.

  Business Response

  Date: 10/16/2023

  Dear Senga Park, 

  I want to thank you for bringing this matter to our my attention. I apologize for any misunderstanding or inconvenience you may have experience with your recent purchase. 

  Our primary goal is to insure our customers have a positive and satisfactory experience with our products, I just wish this would had been address at time of purchase before making full payment, but as it was previously discussed with the Sales Manager on this transaction, we will initiate the process of unwind and issue a full refund to you. 

  We appreciate your business and hope to we can do business in the future. 

  Sincerely,

  *********************;

   

• Initial Complaint

  Date:09/21/2023

  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.

  Purchased a vehicle 7/15/23 and could not finance through credit union because they did not have title. They promised the title in two weeks so I financed through their company at a higher interest rate so that I could refinance when title came in. They did not report smoked in interior or undercarriage damage that was present when delivered .Delivery truck had pictures that damage was already there. Title never came despite multiple contacts over the next month. I was unable to register the vehicle or refinance. It finally came 10 weeks later and I was out of renewal tags in my **************). I was incurring fees due to this delay and ask for their assistance to register. They registered the vehicle in the wrong state (california) and title showed repossession that was not reported to me or on carfax. I still cannot register vehicle and they are not responding to my contacts. I will likely incur tax bills from ********** and georgia due to their mistake which results in thousands of dollars in fees. I have seeked assistance from ******** who was the employee that registered my vehicle in the wrong state and with excessive delays resulting in inability to register my vehicle. They have been dishonest and misleading throughout my interactions and I have spent hours trying to reach employees to rectify this situation.

  Business Response

  Date: 09/25/2023

  Dear ****************,

  I understand that you have some concerns and frustrations regarding your recent purchase of the 2023 Tesla Plaid from ************.  I appreciate your patience and would like to take a moment to explain the process to you so that its clear and easy to understand.

  For us to be transparent, prior to your purchase our sales team initiates a FaceTime session as conducted with you to show you the vehicles condition in real-time, given that it is a pre-owned vehicle. During this session, we make every effort to show you and verify the condition of the vehicle and answer all your questions prior to moving forward.  If at the time of delivery, you had some concerns, we were unaware. 

  Based on the feedback from our managers our initial plan was to use your credit union to finance this purchase.  At that time, it was disclosed the title was absent therefore unable to use your credit union as a form of payment.  A few days later, still interested in the purchase, you reached out to us, and we gave you the alternative to finance your purchase with one of our lenders, which is what our documents show.

  Purchasing a vehicle in ********** could be confusing for an out-of-state customer, that is the reason why we do everything in writing.  At the time of sale, it was communicated that no ********** taxes were due since the vehicle was going to be flat bedded out of the state.  An estimated $59 registration transfer fee would be collected to transfer ********** ownership to you and post a legal owner to fulfill lender requirements which have been completed.  As an out-of-state customer we made you aware that its your responsibility to pay taxes and process registration in your own state, as we discussed during the sale process verbally and in writing.

  Our goal is to assist our customers as much as we can.  Our business office and I have personally been available and involved in maintaining constant communication with you.  As you know Ive also been on the phone with you and your in-state DMV to help you with sorting out our concerns about getting our vehicle registered in your state.

  Hopefully this reply will clarify your concerns, as you know Im always available to help.

  
  ************
  Business Office / DMV Manager
  ************

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 used car from ************ on May 8th but was told I could not complete the sale unless I also purchased what they called an add on accessory package that on closer review was a theft protection insurance warranty. Told them repeatedly that I did not want this but they refused to sell the car without it. After getting home and rereading the paperwork, it shows that this was an option and that I could refuse it but they would not complete the sale without me paying for it.If you look at the ****** reviews on this business, you will see that this is a very common where they bundle this package into the sale of cars. I would like to have this theft warranty insurance package canceled and refunded the $1,530.00 that they charged me. I have included supporting docs below. thank you

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 involved ************ was located at ***********************************************************************. It was about a three hour drive for me. Before I took the drive, I called and asked if the vehicle has been in any kind of accident, and they said the vehicle was never in an accident and looks brand new, there was only 13K miles on it. I made an appointment and showed up and looked at the Tesla and agreed to buy it. They wrote up the paperwork and all of a sudden the price of the vehicle jumped up $1700 from the original price. They stated it was for a sticker placed on every panel of the vehicle just in case it was stolen. I told them I didnt want it and that I talked to them several times before driving three hours and no one mentioned this mandatory addition to the purchase. So now this car was the same price of a similar car at a Tesla dealer down the street from my house. But I wasnt sure if that car would be there when I got back so I didnt have much of a choice if I wanted a car that day. Then it took over four hours to finally buy this car because they didnt believe I was already approved. Even though they called the bank several times to verify approval, the bank sent them a letter stating I was approved, and the letter included everything they asked for plus the vehicle vin number, they still were not satisfied. It was even one of the same banks they go through to approve everyone themselves. But since they were not satisfied, they had to run my credit again to approve me through another bank since they did not believe the bank I was already approved at. It honestly didnt seem like they knew what they were doing. Then before I signed any papers, I asked about the free year of Premium Connectivity that came with the car that is CLEARLY listed under the specs for this car on their website. The dealer verified that it was included when I asked so I didnt think it would be an issue. I drove the car home and after a few days I noticed that Premium Connectivity on the car said it was set to expire in a month. I called the dealer to ask them about it and they said it is included. I told them their website still says its included. They guy said his manager wasnt there and to call back tomorrow to ask him. I called back the next day and they said he wasnt there again and to call back the next day. I called back the next day and finally talked to a manager. He said its not included and that they just copy the specs from the Tesla website and paste it on their website. I said the Tesla website only says ************************************************************************************************************************************************* On top of that, after washing my car by hand, I noticed paint drip marks on the front bumper that I didnt notice before buying the car. The entire front end looks like it was repaired and repainted. There were more and more paint drip marks the more I looked for them. Then I noticed over spray on the fenders! Ive purchased about 20 vehicles in my life, and I have never had such a horrible experience when buying a vehicle. I felt completely disrespected, lied to, and scammed. And they started these lies and scams over the phone before I even drove three hours to get there. I will NEVER buy a car from Plug-In ever again, and I am going to warn everyone about this horrible dealership. The only reason I waited this long to report this to BBB is because I had to wait for them to send in the paperwork to the *** so I could get my plates and apply for rebates. I was afraid if they saw this before they sent it, that they would wait even longer to send it. Read some of peoples experiences and youll see that Im not the only one whos had such a horrible experience. Stay Away from this Place!! By the way, there are NO stickers placed anywhere on this car like they said. I looked at almost every panel, inside and out. Just more proof of this scam of a dealership!

  Customer Answer

  Date: 04/21/2023

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

• Initial Complaint

  Date:11/22/2022

  Type:Billing 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 agreed to buy the car only to be sent a bill of sale with a $5,995 "theft deterrent" fee. Their website disclaimer fails to mention an amount for these fees or even a range, and any reasonable person would agree nearly $6k for this fee is grossly excessive. These are extremely shady practices.

  Business Response

  Date: 11/30/2022

  Consumer Response /* (2000, 6, 2022/11/28) */ ***Document Attached*** I was able to work this out with the dealer and desire to cancel/remove this complaint.

• Initial Complaint

  Date:09/22/2022

  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.

  I purchased a used car with a sticker price of $16,995. I was unaware that I was purchasing an additional $2990 in accessories, because I didn't ask for any. At the time of purchase, I kept telling him I could not see without my glasses. I was told they were "giving me" anti theft protection (Mercedes Benz has theft protection) and paint protection which the salesman said I would need because of accidental dings from others. 5yr warranty. I said "all included in the price of the car?" He said yes. I was SOLD Gap insurance when I told him I didn't want it because I have good insurance. He said just sign here, and I did! The following day I checked my contract and noticed the $2990 charge, I called to inquire, having no idea what it was for. He said it was for anti theft protection and paint protection. I told him I didn't buy anything, He said you signed. I told him I kept repeating that I could not see, and he said I was with 2 other people that could see! (They were also unaware of the accessories) The car was sold to me all scratched. (?)! During the Loan app, I told the salesman my income, he told me to add 800 dollars, approved! A few days after, I called Mechanics Bank to tell them that I was coerced into adding the 800 as income. It was then that I found out about the $8500 income. I told him I did not state that! The bank said they would reject my loan and the dealer would be calling but they didn't! I called them! They said they hadn't heard from the bank and had no idea how 8500 got on the app! They said if the loan is rejected they have in house financing and I would not need to redo the contract! I don't want the car! The sticker price was what I thought I was financing not the additional $2990! The car is damaged and they said if I return it they will repaint the scratched area but I don't want the car now after I learned of the false income and accessories I didn't know of. This business is dishonest and should not get away with defrauding people

  Business Response

  Date: 10/12/2022

  Business Response /* (1000, 5, 2022/09/29) */ Contact Name and Title:************* Contact Phone: ********** Contact Email:******************** Hello ******, I have looked into your purchase file along our surveillance cameras and everything seems ok. We value your concern and opinion which will help us train our staff better to avoid any future concerns, I also want you to be as happy as you were when you took delivery of your vehicle; therefore, If there are any questions please reach out to me. Consumer Response /* (3000, 7, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Viewing the cameras? Are you serious? My complaint concerns UNETHICAL business practices! The issue of the $2990 in "accessories" that was NOT DISCLOSED TO ME, my inability to see without my glasses, the $8500 in stated income that I DID NOT STATE, the copies of paperwork not received,(still waiting for paperwork the manager claimed he was mailing!) the damage to the rear of the vehicle...this all was captured on camera? Which camera are you referring to? There was no camera around the desk where this took place. I kept repeating that I could not see. A reputable business would not have done business with someone who complained of not being able to see! When I became aware of the $2990 in accessories, and called to complain that I could not see, nor was it mentioned (the following day) The manager told me "I was with 2 people that could see!" The business response DOES NOT ADDRESS MY COMPLAINT! Their response is both generic and unacceptable Business Response /* (-10, 8, 2022/10/07) */ Hi ******, I read your reply and I am sorry you feel that way. It look like you are having buyers remorse, but it's ok I can help. I or ****** will be reaching out to you today. Business Response /* (4000, 10, 2022/10/09) */ Dealership has reach out to Mrs. ****** to do our best to make her happy by approving what she requested to return the vehicle with in timeframe already communicated.

• Initial Complaint

  Date:08/16/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 "purchased" my vehicle mid-April of 2022, with the only intent to have a credit score up to date. I came in and I was assisted with all the paperwork and i gave $5,700 in deposit. In between now (mid august) and the date I "purchased" my car, i have gone back and forth about 4 times with this dealership with paperwork and documents that were incorrectly filled out. I received a letter from the loaning bank asking to return the vehicle because the paperwork was incorrect. I went to the *** 2 weeks ago, since I had not received my license plates (the temporary plates are expired) and the *** had no ownership with the VIN of the vehicle and myself. I called the dealership and they did not answer my call or return it. I called again yesterday, to be told they had my license plates in possession and i can pick the up or have them mailed. The confusing part, is why were my license plates mailed to the dealership and not my home. At this point im not even sure if I will be the owner after paying off the bank! I picked up my license plates, Yesterday, August 15th, to be asked by the lady that if i could help pay off the tags from the *** which were $700! I said absolutely not, that is not my responsibility. This lady too full accountability and asked if I could atleast help with half,( $350)!! How is this even legal?!! I need some type of clarification or assistance with finding a solution.

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 5, 2022/08/30) */ We understand your concern and frustration with the situation. The *** caused and unexpected delay in registration. The previous owner had **************** plates, which are registration exempt. This was unknown to us and caused the registration process to take longer than expected. In the end, Plug-In Auto did pay for your first full year of registration. We apologize for the delay and any confusion this may have caused. Consumer Response /* (3000, 7, 2022/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) My complaint isn't solely based on the length of time it took me to get my license places, but rather the hassle your dealership put me through. For months you had me back and forth like your rag doll, creating problems with my boss due to having to leave work early to come and sign papers time after time. I was back and forth like your rag doll for months. And lastly, the fact that I was asked by your representative to pay half of the registration costs was ridiculous. You're addressing ONE problem.