Complaints

This profile includes complaints for Lugo Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lugo Auto Group

  6601 65th St Sacramento, CA 95828-1258

• 

  Lugo Auto Group

  2240 Northgate Blvd Sacramento, CA 95833-2570

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:03/04/2024

  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 went into this dealership on Saturday February 24th, my husband and I were looking for a gift for his brother. We found a car that we thought would be good. The salesman was very intimidating. He seemed like he wanted to help us. His name is ***. But when we decided to purchase. I was forced to pay the down payment before seeing ANY paperwork. I didnt like that. It was our first buying and didnt think any of it until afterwards. I paid $1500 down by card. After seeing the contract I wasnt feeling okay about purchasing the vehicle. I ended up signing everything, I wasnt happy. The salesman didnt have all the paperwork to complete the purchase. They still needed my documents. The salesman just wanted me money. The vehicle wasnt even for me. I ended up canceling it because I just wasnt happy. My husband and I went the next day to cancel and they didnt want to. They did not want to return my money at all. I wasnt happy and the car wasnt for me. I just wanted a refund because they were rude and they were mocking me. On Monday February 26th, my husband and his brother went to get my money back but they did not want to give it in return. They decided to switch the car with another one but I wasnt happy. I didnt want another car but that is the only option they gave me. They charged me more of a down payment $1000 more for the other one. I only paid $500 more. In total $2000 and the other $500 would be due in 2 weeks. I went to go sign for that offer after work. They needed the insurance and the only proof we had was through PDF. We sent it numerous times to them but they said it wasnt clear as they wanted it. It was already clear. They still gave us the car keys that night. Yesterday March 1st they contacted my cousin due to her being a reference and threatened me by telling her that if I dont send the documents that I already sent that they need the car back. I returned the car to them. I asked for all money back. They said no and kicked me out.

  Business Response

  Date: 03/18/2024

  The customer ********************* Purchased a vehicle on 2/24/2024, she was not happy with the vehicle.  The customer wanted another car with less miles, on 2/26/2024 She returned the first vehicle and bought another vehicle.  The deal became and inhouse deal and the customer never made payment.  We will discuss the incident further with the customer directly.

   

  Thank you, for your time.

  Lugo Auto Group

  Customer Answer

  Date: 03/18/2024

  I am rejecting this response because: I made all payments. On the contract, there was still $500 due but until after March. I paid **** $2000 in total. I paid $1500 for first down and then another $500 for the second car that they offered. I am not satisfied at all with what they responded. There is camera evidence of how much I paid. Further action will be advised. Now they are saying that I didnt pay anything? That is now being un responsible on their behalf. I will get my money back. Someone from the dealership did call me and told me that they will resolve with the person in charge of checks but they didnt call anymore after that. They stole my money and have the audacity to treat me horrible when I went to return the car after after getting threatened by them. Unacceptable. I will stand my ground. I need my money back. My $2000. Here is proof on my bank statement that I was charged. Because they are saying that I didnt pay. I did pay. Here is proof. I need my $2000 back. 
  

  Business Response

  Date: 03/28/2024

  We offer customer to pick up refund check.  The check will reflect a cancelation/restocking fee of approximately $500.00.

  Customer Answer

  Date: 04/06/2024

  I am rejecting this response because: the dealer never contacted me. I never received any phone calls or messages from the dealer regarding this matter. I paid them a total of $2000. I can pay the restocking/cancelation fee of $500. I need $1500 refunded back to me. I am not accepting any other offers. I need my $1500 back. I provided my proof transaction of a total of $2000. They need to call me personally regarding the refund check of $1500. I will get state support regarding this matter with my attorneys since the dealer keeps making false statements saying they offered in which I was never contacted by them and is not working with me in this matter. 
  

• Initial Complaint

  Date:12/12/2023

  Type:Order 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 signed a contract and forged my signature, I had signed another contract with a different financial company on 11/18/23, then I canceled that contract and when I went to return the car they told me that I already had a new contact with a different financial company, I paid ******* down payment, I only ask that the contract that I did not sign be canceled and that they refund my money

  Business Response

  Date: 12/18/2023

  Hello,

  Lugo Auto group prides itself with providing the best service, we will contact the customer directly and resolve issue.

  Thank you,

  Lugo Motors, Inc. bda Lugo Auto Group

• Initial Complaint

  Date:07/04/2023

  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 purchased a 2007 Tahoe in February. I was told that I had a year warranty by the salesman ***********I was given a $1000 off the asking price. Because there was repairs that needed to be done. Which they agreed that they would do at their shop. Within a couple weeks having the vehicle. I started to contact the sales guy to arrange when I could come in and get the repairs done being the steering column needed work, the dashboard was completely missing. And the instrument panel wasn't working. I wasn't getting any return phone calls or text back I didn't think much of it except for that they were probably busy as i was also working 12 to 14 hour days. And I really didn't have time to come in unless it was an appointment. So I kept pushing it off. Thinking that I would just be able to come in. Like I was told and get the problems fixed.And now a couple more months went by. And the timing chain broke so that the motor is no longer good. I had it towed to a mechanic, and they did a diagnosis and come to find out that there was more than 10 problems wrong with the truck and that it would be cheaper to put a new motor in than to replace the timing chain So I contacted **** and asked for a manager. And was told that my truck wasn't under warranty. Like I thought and that's the sales guy that sold me the vehicle no longer works There I can see why now. I told them what was going on. And they said that they don't even work on customer cars there. So now I am stuck with a hunk of junk. And they have no kind of remorse for selling me junk. They knew that the literally bought truck from auction and turned around and sold it to me without going over anything that was wrong with it. This is a scam in my eyes I should have known better buying from a used car lot but thought not ever car lot can be bad boy oh boy that was a wrong decision. And on top Of it all, I got a letter from ***** saying that there was a major recall on the passenger airbag. So they knew what they were doin

• Initial Complaint

  Date:05/30/2023

  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.

  After purchase a few weeks after i started to have issues with the truck. Engine and transmission issues. Dealer refused to provide more information. Called the dealer and again they refused to assist. I have been driving and paying on time. During a recent visit to a dealership for driving issues it was determined that the engine was no good transmission no good and metal in the shafts as seen in the attached.

• Initial Complaint

  Date:02/28/2023

  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.

  I was trading in a car with this shop. Apparently my car I was trading in has transmission problems. I didnt know it had problems. We had signed a contract and then the car lot called me a week after and told they no longer wanted to proceed with the trade in because of the issue my car had so I could still keep the car but without the trade in and with a different contract. I didnt want to be stuck with 2 loans so I told them I didnt want to start a new contract. Instead is giving me back my ***** dollars back From my deposit they are only giving me ****. They clearly told me the only reason they would deduct was if o cancelled the contract. But I didnt break contract, they did because they no longer wanted to take the trade in. Is this legal? I didnt take my deposit back until I reach you guys and have the right guidance. Can you please help me

• Initial Complaint

  Date:12/27/2022

  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.

  I went to lugos for a car I left the lot with a ***** 2017 put **** down they didnt give no paperwork they say we need 500$ more for the down payment then call us saying we werent approved for the car we have to return it or get another car so I told him I want my money back they said they have to evaluate the car told us 500 will be deducted because we broke the contract this was before the 30 day warranty I just told them whatever I just want my money back we called them every week after that they finally got back to us told us we either loose out on the money because we put so much mileage on the car but I dont understand because I did not travel with the car I took it up the street to work an my work isnt even 10 miles away. So it was either loose all our money or find a different car so we looked no car they wouldnt approve us for anything beside this **** *** so we did the paperwork for the car they told us we had to put that full coverage on *** the insurance needed the paperwork for the ***** to remove it an place the *** with no charge lugos did not want to give us that information nor paperwork an they let us leave with the car since it was already late lugos called about the insurance we told that we werent able to take it because it do not start they said they will not put a new battery in unless it has insurance the car. First of the car dont even start the engine light is on also they took out the fuse where you can read the codes for the engine I just want my money back an this car off my name its literally sitting in the drive way cant move it we took pictures an videos of everything we trusted with the ***** but we werent going to make the same mistake the mileage the day its lower but when you turn the car on its way more then what they say an put on paperwork lugos just a bunch of scammers

• Initial Complaint

  Date:11/22/2022

  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.

  Ive a complaining regardless a commercial that I recently see, its from Lugo Auto Group. They have this lady showing her breast as if she was selling herself! I find this inadequate for a car dealership. So inappropriate and not necessary at all! Im quite surprised to see this type of advertisement here on Univisin! I hope something is done to remove this repulsive commercial that seems more of a girl selling herself! I take great offense being a woman to see how car dealership use Women in such deplorable ways!

• Initial Complaint

  Date:07/26/2022

  Type:Product 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 july 9th lugo auto group sold me a 2018 ***** Accord. Veros Credit was going to finance the car. The car came with problems on the very first day i took it home so I returned it to tue dealership the day after. Theyve had the car since then saying theyll fix it and because of how long they took the bank returned the contract to them. I talked to the dealership and asked for my downpayment back and they dont seem to agree to it.

  Business Response

  Date: 07/26/2022

  Hello, we have offered to switch ********************* to a new vehicle and/or the return of his down payment. We have asked the customer to come in so we can take a look at our options available. We are in no way, refusing to return his down payment. 

  Customer Answer

  Date: 07/28/2022

  I am rejecting this response because:yesterday 7/27 i presented myself at the dealership to go over the options i had with my case. As they stated on theyre response which were to get me on another vehicle or the return of my downpayment. When i talked to *******, manager at lugos auto, he refused to return me my downpayment. His reason was that the bank, Veros Credit, had already accepted my loan application and that they had payed them for the vehicle already. He continued to say that the vehicle is already mine, that i have a loan account with veros credit, and that if I decided to leave the ***** Accord it would be considered as Reposition. Today I talked to a representative from veros credit and confirmed to me that on Thursday July 21, lugos auto reached out to them and asked them to return them my application, to which they did. The representative confirmed to me that i do not have an account with them because the application did not go through. As to the document I added to this, The salesman ***** from ***** auto group used this debit card to pay for allstate insurance on the *****. I payed in cash and the transaction was from a debit card he used. I canceled the policy and the total amount of $182.29  would be refunded to the same debit card. I also expect back this amount from *****. 
  

  Business Response

  Date: 07/28/2022

  The customer arrived at our dealership around 8pm, right at closing. We were not able to accomplish much as our business office is closed after 5pm, leaving us unable to issue a check. The customer made an appointment with us for the morning of Friday July 29th to discuss his options. We do not handle insurance services ourselves, just refer our customers to agencies, but we will also look into the claim regarding the double payment of insurance. 

  Customer Answer

  Date: 07/28/2022

  I am rejecting this response because: in the screenshot i have provided the times of recording were no where near 8pm. They had me waiting for them since 4:30 pm. That gave them enough time to write me down a check. ******* at the time was not with any customers, when he did come to me it was 5:20 already. Lugo auto group are now just making up lies. I have recordings  of the whole conversations we had. As where you can hear their excuses to not return me my down payment and the lies about the bank paying for the ***** Accord, and me having an account already with Veros credit. I did not agree to go in on Friday morning. I agreed to see ******* today (Thursday 28) at 4pm. 
  

  Business Response

  Date: 07/29/2022

  The customer has been inquiring about purchasing another vehicle as of this afternoon. He has been texting a salesman regarding our current inventory. We are in the process of trying to get the customer to come back into the dealership to resolve this matter.

  Customer Answer

  Date: 08/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, i have met up with a salesman from lugos. And he personally handed me my downpayment refund.  
  
  

• Initial Complaint

  Date:07/14/2022

  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.

  During the purchase of a vehicle the dealer allowed me to leave the lot with a deferred down payment arrangement of $500 now and $500 later for a total of $1000. However, prior to the 2nd $500 payment, to complete the down payment, the vehicle stopped working. We notified the dealer and arranged with them to tow it back to them so they could find another vehicle for me to purchase. However, once I arrived the finance manager, ******, insisted on having their shop inspect the vehicle for repairs, which they claim cannot take place until tomorrow. I told them that I no longer want to purchase this vehicle but they refused to release the initial portion of my down payment or assist in finding another vehicle to purchase, today and I want my money returned to me so that I can make a purchase from a different dealership.

  Business Response

  Date: 07/15/2022

  Hello, we have reviewed this matter and apologize for the situation. We do have the customers $500 refund check ready, and it is available for pickup today.