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:03/12/2025

  Type:Service or Repair 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 am writing to formally file a complaint against 916 Auto Mart regarding a deceptive business practice related to the sale of an extended warranty.On 02/28/2025, I purchased a vehicle from 916 Auto Mart, where the dealer, ***, assured me that the car came with a warranty. However, upon reviewing my contract, I discovered that the warranty was an added feature that cost an additional $4,500, which was included in my loan without my clear understanding or consent.After speaking with the warranty company, I was informed that I have the right to cancel the extended warranty within 30 days for a full refund. I immediately contacted *** to exercise my right to cancel, but he refused to process the cancellation. He stated that he does not make any money selling a car without the warranty and insisted that I return the vehicle. Additionally, he claimed that I would need to pay a $1,000 restocking fee, even though my contract states that the fee should be $500.I want to keep the vehicle but cancel the extended warranty as is my legal right. I am seeking BBBs assistance in resolving this issue and ensuring that 916 Auto Mart honors my right to cancel the warranty and receive a full refund. Their refusal to comply with the warranty cancellation policy terms is unfair and deceptive.

  Business Response

  Date: 03/14/2025

  There is some confusion on the consumers part, none of this is factual.  

  The customer has horrific credit.  We were able to acquire financing even with this virtually insurmountable hurdle.  We delivered the car to her.

  She also was offered an extended warranty, which she took and signed for.  Its impossible not to know you paid $4500 for it because you signed no less than 4 documents showing it was purchased for that ammount.

  She called asking to cancel the warranty, but earlier that morning the bank had told us that some of the documents she provided were fraudulent and they could not finance the car.

  We asked the customer to return the car as it was purchased under false pretence and the bank will no longer finance her.  She refused and conflated her wanting to cancel the warranty with it being contingent on financing.

  She then took bits and pieces of 4-5 conversations with 2 people and wove it into this narrative.  None of which is true.  She will need to return the vehicle or it will be processed as grand theft auto.

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair 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 am submitting this complaint to report deceptive practices and misrepresentations by 916 Auto Mart during the sale of a vehicle, which have caused financial hardship and emotional distress. The dealership instructed me to falsely report the down payment amount. I paid $1,400 in cash and debit and made two additional $500 payments, yet I was pressured to state that I paid $3,400. This misrepresentation affects my finance terms and violates consumer protection laws, including the Truth in Lending Act. Additionally, the dealership engaged in coercive sales tactics by insisting I answer yes to all questions about vehicle modifications, creating a misleading impression of the vehicles condition. Furthermore, I was told that this was the only vehicle I could finance given my credit score, which I now know to be false. This misinformation left me feeling pressured and unable to explore other options. I have lost a job because of the frequent outages at the fuel station and was not told about that issue before hand. I have suffered repossession of the car which will hurt my credit, ability to get to my new job and many more situations. The dealerships actions have not only placed me in financial distress but also compromised my ability to make an informed decision. I respectfully request that 916 Auto Mart address these issues and provide a resolution.

  Business Response

  Date: 11/01/2024

  The customer asserts that our dealership engaged in deceptive practices and misrepresentations during their vehicle purchase. We categorically deny these claims. At no point did our dealership instruct the customer to misreport the down payment amount. All financial transactions and agreements are documented accurately and transparently. The claim that the customer was pressured to state a false down payment is completely false.
  Furthermore, our dealership adheres strictly to the Truth in Lending Act and all other consumer protection laws. We prioritize compliance and transparency in all financial dealings. Any discussions regarding financing options are based on accurate assessments of the customer's credit profile, and we do not engage in coercive sales tactics. Our goal is to ensure that customers are well-informed and comfortable with their decisions.
  The customer's statement regarding vehicle modifications and the insistence on misleading answers is also unfounded.
  In regard to the customers assertion about being misled on financing options due to their credit score, we can confirm that we provide honest and straightforward financing solutions based on individual circumstances. It is not within our practice to limit options unfairly.  In this instance the consumers credit was.. extremely challenging, so options were very limited.
  Additionally, while we empathize with the customers situation regarding their job and vehicle repossession, these circumstances are unrelated to the transaction conducted at our dealership. We cannot be held accountable for issues beyond our control.
  At 916 Auto Mart, we pride ourselves on our integrity and commitment to customer satisfaction. We take any allegations of wrongdoing seriously and maintain a strong ethical standard in all our business practices.
  We appreciate the opportunity to clarify these matters and are available for any further inquiries regarding this complaint.

• Initial Complaint

  Date:09/11/2024

  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 bought a used truck from *** about 30 min prior to close of business he picked me up at ********** in it. He showed me the features of the ********** went inside. He parked on the street it was dark. He did the paperwork in a different room. He DID not go over with me the CA car buyers bill of rights, he shot through the contract so fast and he said I didn't need any of that cause I was buying the truck as is. I signed and gave him the cash he gave me the key. I loaded my son in and tried to connect to the navigation via Bluetooth to get home, but I could not. I let him know and he came out and tried but could not either. He said his guys were gone already and I should bring it to a stereo shop in my town to get it looked at and he might be able to reimburse me. I drove away and when I turned into the sun I was unable to there is overspray top coat covering the driver side of the windshield. The truck has too much free play in the steering at 40mph its ok but at highway speeds it's scary. The next morning I drove my son to school we drove over minor cracks and my coffee tumbler almost fell out of the cup holder. I had a hard time keeping it on the road it was a rough ride. I text him and let him know the issues. He is unwilling to work with me. I called the BAR and they told me who to contact. There are major safety issues like The steering, suspension, or alignment issues cause the front suspension to feel unstable, there is too much play in the steering, overspray on the windows & trim, fender liner isn't mounted and the taillight is loose. He misled the damage from an accident as " the girlfriend keyed the whole truck" the bumper has minor damage not the case the whole drive side has damage. I let him know what is happening he said to bring it in to look at but I will have to pay since it was sold as is.I was not given a copy of my contract. I have tried to resolve this with him to no avail. Please help me figure this out.

  Business Response

  Date: 09/12/2024

  The truck was sold as is. The customer had buyers remorse a d is asking for the vehicle to be restored. It drives fine, it is a truck. The cosmetic damage and car history was dksclosed

  Customer Answer

  Date: 09/12/2024

  I am rejecting this response because: It is not buyers remorse I was mislead of the trucks history, he did not offer me the California Car Buyers Bill of Rights. What was listed in the sale of the truck are not functional for example the bluetooth,  navigation and AM/FM radio. It has major safety issues. 

  
  

  Business Response

  Date: 09/13/2024

  The California bill of rights was shown to the customer and signed. The vehicle was sold as is. 

  Customer Answer

  Date: 09/14/2024

  I am rejecting this response because: It absolutely was not explained to me and I do not recall signing any such thing. I was not given a copy of my contract so I can't look it up. He mislead me and tried to hide the issues with the truck which  currentlt not running, with a check engine light on. What was listed under the sale is not in working order. There are major safety issues with the truck. 

  
  

  Business Response

  Date: 09/16/2024

  All copies of the contracts were given to the consumer, including the california bill of rights.  Copies of all documents may be requested at all times.  The vehicle was inspected by an ase certified mechanic to the extent of california state law.  The vehicle was in good working order when we sold it as evidenced by a successful test drive.  The vehicle was sold as is with an extended warranty option being refused.  There is nothing more we can do.

  Customer Answer

  Date: 09/16/2024

  I am rejecting this response because:

  That is absolutely false. I was never offered a extended warranty, I was never given any forms except the unsigned sale form and the carfax report. The contract was written up in a separate office, after I signed he took the forms back into the office and cane out with an envelope and said that all my paperwork was in it. It was not. I did not text drive the truck I was picked up at Enterprise by *** in the truck. Currently the truck is at a shop where it's been for a few days. The truck dies, it also over heats and is having $1100 in work done on it. 916 Automotive is absolutely lying again about what took place. I was mislead and lied to and still they are lying. 

  
  

• Initial Complaint

  Date:02/27/2024

  Type:Service or Repair 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 had financed a vehicle from 916 auto mart in June of 2022 *** (the dealership owner) got me approved for a 2012 dodge challenger SXT, I had expressed when going over paper work that when i was younger I was sold a lemon and he proceeded to say that this car was not a ****************** falsified a car fax report saying no accidents have ever occurred with the car, its not until I got the actual car fax report that I found out it has been in several car accidents, which lead to the car having over heating problems and transmission issues to the point of the vehicle not Turing on the first month with the car, which in return lead to me getting fired by my job which also lead to a re-po because of the lack of transportation, when asking to resolve the issue , *** continued to call me racial slurs and told me to come to his dealership so he can fight me, while his employee salesman was in the back cheering him on, because of this situation my credit is severely lowered and Its been a struggle to build it back up and get approved for a car

  Business Response

  Date: 08/06/2024

  
  Basically none of this happened.  Every car we have comes with a carfax.  We are integrated directly and you can, at any time, go on our website and pull a new carfax for free.  We also print and have customers sign that carfax.  Those carfaxes are only as accurate as the information reported to them.  Rarely does information get added after someone buys a car, but it does happen.  But "several" car accidents being added is not possible.  And if it is, carfax has a buyback guarantee the customer can use to have them purchase the car back.
  
  This customer also purchased a 12 year old vehicle and declined any extended warranty.  This customer never contacted us, we only heard about them when the bank contacted us and said the car was being repossessed.
  

  
  

  Customer Answer

  Date: 08/06/2024

  I am rejecting this response because: 
  He falsified the car fax report and tricked me into buying a car with accidents on it, to go into further detail of everything hes wronged me on  when I was in possession I took it in to a enterprise  car salesman  to trade it in and pay the difference of the equity, the car salesman came back to me with the actually car fax showing all the accidents, we had plenty of conversations before the bank telling him the car was getting repossessed, I had a mechanic replace my thermostat prior to giving it to *** to inspect so he can fix it just for him to tell me my thermostat was old and needed a new one and charged me for it ,  testing his loyalty and care for his Customers he had failed , after  confronting him with this information and demanding why he would sell me a vehicle with accidents in the past after expressing deeply not wanting a car with accidents, it followed up with him calling me  racial slurs and threatening to jump me with his new salesman at the time, like my case theres plenty of others that he has wronged, he took advantage of a 20 year old, it was ***** mile car with front bumper and back end  damage displaced from the accidents while having plenty of internal problems some not all issues such  as fuel pump issues,  fuel injector, and water pump issues , because of his lies the vehicle I needed to get to work to get money to pay for the vehicle was broken down , which lead to repossession which lead to my credit going to low 400s I hope to make sure know one elses gets wronged like me and plenty of other past customers

   

  
  

  Business Response

  Date: 08/07/2024

  Hi,

  At the time of sale, a vehicle history report was provided and signed. We value full transparency and full disclosures at 916 Auto Mart. Also at the time of sale, the vehicle was in excellent condition. 

  Shortly after the sale, you got the vehicle impounded by ******************************* for reckless driving. I personally took time out of my day to get the vehicle out of impound because it happened immediately after the sale and transfer was not finalized on dmv end.

  We are not responsible for illegal driving and negligence of vehicle operation. You were obviously driving the vehicle like a drift car and unfortunately things will break when vehicles are abused.

   

  Thank you

• Initial Complaint

  Date:12/08/2023

  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.

  This happened 5/24/2023 I purchased a 2015 Buick Encore with $5000 deposit/down payment that was advertised on the 916 Auto Mart website for $16,999 and unknowingly on the contract states he sold us the vehicle for $19,995.00 plus taxes and fees that came out to a total of $25,795.89, he added cash price accessories (1-A2) $1300.00 in which I did not know anything about and did not request any additional accessories. Also, with a very high interest rate *****%, with 72 month contract and total sale price $44,454.56. I called 916 Auto Mart - ********************* (owner) on Tuesday, 12/5/2023 to get a better understanding of the contract and why I was being overcharged. I was very calm, but *** starting yelling right away and cursing throughout the whole conversation and my grandson was on the phone to help communicate for me. *** told us to never call back again and if we didn't like the car to call the bank. We tried to tell him that we just needed clarification on the contract, but still he continued to yell and curse. Which is elderly abuse.We would like 916 Auto Mart - ********************* (owner) take the vehicle back, refund the $5000 deposit, and cancel the contract. We will take a law suit against them and happy to go to arbitration if they are not willing to come to our terms.

  Business Response

  Date: 07/15/2024

  This case is patently false.  The price on our website has a disclosure that bank fee's *** adjust this price.  ******** required a 3000 fee on top of the interest rate to finance this customer because of how bad the credit history was.  It was abnormally bad.
  
  This was disclosed to the customer before buying the vehicle and the customer signed to this understanding.  The call did not end in shouting and is recorded.  The last sentence was that the customer should call the bank since it was their fee and interest rate that they were complaining about.  
  
  We sold someone with extreme credit difficulties a very clean car at a great price with a warranty.  The extra fees and interest rate have nothing to do with us, but are solely based on the customer's credit history.  The customer was made aware of this approval and was happy with it at the time.  We make no money off the banks financing.

• Initial Complaint

  Date:05/23/2022

  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 sold me a car in December without having possession of the title AKA missing title (I was not aware of this), I dont have my license *************** registration they ignored me for 5 months. NOW theyre making me wait for my license plate until they find the title, I would like for them to reissue me a paper plate again because its completely faded & I can get my car pound due to no license plate. The ** in the car isnt working since I bought it I had to fix it out of my own pocket (I want at least a reimbursement if can)

  Customer Answer

  Date: 05/23/2022

  They had sold me a car in December with a missing title, they did not inform me that. After buying the car, they said theyll send out the license plate with vehicle registration within 6-8 weeks. February comes by, I didnt receive my license plate with vehicle registration. The paper plate that came with the car faded completely out & at that point I would call every day to the auto shop but cant get to the person who is supposedly to deal with those kind of work they continually take my name & phone number down but again nothing. They never got back to me until I started to rampage on social media beginning of this month (may), they finally told me that the title is missing. Then recently said they found the title but isnt issuing me a paper plate until the dmv paper work is processed which is going to take 8-9 weeks. I dont believe that they found my title yet because theyve lied to me from the beginning, I still want a temporary plate for now because Its not my fault that they didnt deliver on their part to do their job, I didnt buy a car to sit in my driveway because I have no plates. Someone needs to go in there & make sure that theyre doing their job as I paid them to do & prevent it from happening to others because what they did to me is illegal, there is such thing as lemon law & they arent following throughly as they should stated in the contract both parties signed. If this continues, I want to demand for a cancellation on the contract & swipe this c*** off of my credit report. Overall, I still want a temp plate until my license plate with vehicle registration comes in. If theres still a missing title, I want to cancel the contract & have this wiped off my Credit report.

  Business Response

  Date: 05/31/2022

  Hi, we unfortunately was awaiting the title from the seller at auction. I believe we will have the new license plates this week. Thank you for your patience.