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:10/08/2024

  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.

  After attempting to purchase a 2015 ****** Pathfinder from this dealership, the decided to cancel the loan. They forced me to return the vehicle after I had already signed all of the paper work, insured the vehicle, and taken several Lyft to and from the dealership while they completed the necessary corrective maintenance for the vehicle to pass emissions. After deciding to refuse to sell the car to me, they handed me a receipt stating that my $1020 down payment had already been returned on 8/23/24. They said the funds would be in my account in the next 3 to 5 days, but it is 10/9/24, and despite disputing this transaction with my bank, I have not received by down payment back. Please help. This entire experience has been a nightmare, and I was forced to purchase a vehicle from some where else, without what I spent at United Automotive. After several calls to the dealership, they always put the matter off, and asked me to call back at a time, when someone else can deal with it, but no one does.Owner's phone #********** (******* ******)

  

  Business Response

  Date: 10/09/2024

  Customer is leaving out a lot of details on this matter. Main point is we did issue the full refund through the CC terminal in front of DMITRIUS BREWER and I handed her the receipt. It showed that the refund was processed, if she has not got a refund in all this time would it not make sense to contact the bank/ CC company to see what's going on with it. Vehicle as financed by DMITRIUS BREWER on 08/14/2024 on 08/23/2024 the lender/ financing company that was processing the subprime loan contacted us that DMITRIUS BREWER had made a bunch of false allegations about the dealership to them and that she no longer wants the vehicle. As the loan was not fully processed yet since DMITRIUS BREWER did not provide the required documents and complete a welcome call the lender/ finance company had canceled the loan. " Dear United Automotive: Automotive Credit Corporation is cancelling the purchase of the retail installment contract executed by DMITRIUS MARI BREWER for the purchase of the 2015 NISSAN PATHFINDER, 5N1AR2MN5FC696241. " We had here bring the vehicle back and issued a full refund on the same day 08/23/2024. Here we are on 10/09/2024 as DMITRIUS BREWER is claiming that the refund never went through, if that was the case she has the receipt, needs to contact her bank or CC company to see what is holding it up. DMITRIUS BREWER phone number is (303) 514-5841. We can provide all documents per request. We ask this matter to be closed by the BBB as it is not an issue with United Automotive LLC rather with DMITRIUS BREWER and her bank. 

  Customer Answer

  Date: 11/15/2024

  Hello,
  
  I'm reaching out to update the status of my case, and/or request to reopen the case. You had not heard back from me because I was awaiting from my bank regarding this dispute. Unfortunately, I am not satisfied with the business' response.
  
  
  Here are the facts:
  Purchased vehicle: 8/14/24
  Amount disputed: $1,020.00 (vehicle down payment)
  Vehicle (see attached): VIN *****************
  Insurance required to acquire vehicle: Root policy for $154.66
  
  
  After purchasing the vehicle, and confirming that I has secured insurance I was allowed to take the car. I used the car to get to work for the next week and get an emissions test. It failed. 
  I corresponded with ***** (United Automotive) to schedule a time to bring the vehicle back and have the necessary maintenance to ensure it would pass emissions. Despite work constraints, I was able to drop off the vehicle and return later that evening to pick it up, but I needed to return to work. By now the vehicle had been in my possession for over a week. The loan hadn't been processed because I had not contacted the lender as I wanted to be sure the maintenance was done before committing to purchasing the vehicle. They told me the maintenance, and a lot more had been completed and urged me to call the lender. I told them that I understood that they needed to get the loan processed, and I assured them I would call the bank once I drove the vehicle. They took their time bringing me the keys. While I waited I called the bank and was asked, on a recorded line, if I "had driven the vehicle?" I said no because I had not. I was open about still waiting on the keys and that I was eager to return to work. The representative assured me it was okay if I called back once I was on the road. Once, I did get the keys, I called on the way back to work attempting to move forward with the loan--they had all of the necessary documents, but I was told the loan was "canceled." They explained to me that the dealership had requested to cancel the loan and I needed to contact them to move forward. At the same time I noticed I had several missed calls and texts from *****. When I called her back she told me I needed to return the vehicle immediately or they would issue a repossession. I immediately drove back to the dealership and was handed a receipt. The receipt was not printed out in front of me. Despite working exclusively with ***** up to this point, ******* ****** *************) was handing me the receipt, and verifying that the refund would be returned to my card/account in three to five business days. When I tried to plead with them to reconsider and please sell me the vehicle, they refused and told me I could go. 
  
  After six business days I inquired with my bank about the refund and initiated the dispute with ********.
  (Keybank Debit Disputes - Case ***********C for card ending in 2542).
  Contact: **************
  Email: ******************************************
  
  I've spoken to several Keybank representatives regarding this matter and they have verified time and time again that a deposit/payment from United Automotive has yet to reach my account. 
  
  I'm asking that BBB request United Automotive provide bank statements proving that the transaction went to my account and was withdrawn from theirs, or reissue the refund to the correct card and return my down payment, since I have not received it. This transaction may have been hindered due to transaction being sent to the old card.  
  
  In my last conversation with ******** they told me they had been told by United Automotive that I was given a cash refund. I was not.
  In a final attempt to rectify the matter, ******** and I called ***** at United Automotive regarding getting them to try and re-issue the refund of the down-payment, or submit statement proving it was withdrawn. In the recorded call, ***** confirmed that the receipt I was given was for a refund issued to the old card. The ******** representative on the line said that the phone call would be used in their dispute, but the real resolution was for United Auto to re-run the refund transaction. 
  
  I am not trying to harm or hinder this business, I truly appreciated their time and customer service. In addition, I wanted to purchase the vehicle, that is why I moved forward with insurance, and went out of my way to get the maintenance completed. I only wanted to be sure it was repaired before moving forward. I lost hundreds of dollars on that vehicle, including rideshare costs to and from United Auto, time lost from work, fuel, time spent on the phone with ********, and overdraft fees incurred from ******** reversing the provisional credit. The funds having not been returned has hindered rent and several other essential living expenses. Despite the miscommunication and inconvenience, I am only asking for a fair resolution and for the down-payment of $1,020 to be returned, as I returned the vehicle.
  
  Respectfully,
  
  D'******* ******
  **************
  

  
  

  

  Business Response

  Date: 12/02/2024

  We do not have any issue to issue the refund to the customer, it was agreed upon at time vehicle was voluntary repo. On our end shows as refund issued. Please have ******** give us a call so we can three way with our credit card provider to solve this matter. 

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22398315
  
  I am rejecting this response because:

  This WAS NOT a repossession, and I did not voluntarily decide not to purchase this vehicle.  It was an overwhelmingly inconvenient decision for the dealership to refuse to sell me this the Pathfinder. Especially because I had already insured the vehicle, and spent time, and money to acquire it and towards maintenance for the vehicle. I was in possession in the vehicle from 8/14-8/23; the day United Automotive was to complete the final emissions maintenanceon the 23rd they told me that if I did not return it, it would be a repossession. It has been an even bigger inconvenience that it has been so hard to be refunded my down payment ($1,020.00). I have contacted ******* to request they reach out to Mr. ****** and United Automotive to request they re-attempt to process the refund. KeyBanks policy is that they will not contact a merchant, but have advised that United Automotive can reprocess the transaction on their end at any time. They verified the refund was not on my account.

  Once I see the transaction I will accept the response from the business and end this dispute.
  ******* also has allowed me to signup with *****, and I will accept the return of my down payment this way if it is easier for United Automotive. I also use Venmo, and CashApp. Please let me know if you need any information from me to complete the refund and end this interaction once and for all.

  Sincerely,
  
  Dmitrius ******

• Initial Complaint

  Date:03/09/2024

  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.

  Business uses deceptive wording to trick new car buyers into believing that any warranty they might already have for a new vehicle will become invalid unless they are are contacted within 5 days.The average consumer will not know whether this deceptive statement is made by a legitimate 3rd party executor of their warranty or just simply spam. They are using fear based tactics instead of relying on providing a quality service

  

  Business Response

  Date: 03/09/2024

  We have no idea who this customer is, no records of him ever contact us or purchasing a car from us. We also do not sell brand new car, we are a used car dealer. They must have the wrong company, this complaint is null and void as points are moot. 

• Initial Complaint

  Date:12/04/2023

  Type:Sales and Advertising 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 October 13th of 2023 I purchased a used car from United Automotive. I was not given the Title for the car at the time of sale but told I would get it within 30 days. It has been almost two months since I purchased the car and I have not received the Title yet. I have called multiple times to ask about the Title and they tell me they will call me back but never do. I need to register the car and get a permanent license plate and registration tags but I can't do that until I get the title. My temporary license plate expires in one week.

  

  Business Response

  Date: 12/04/2023

  Not sure why this complaint came in. Customer had picked up the title this afternoon from our office and has signed that he picked it up by hand. We explained to the customer the address provided was incorrect so we had to wait for the title to come back from ***** as not delivered address. We ask this complaint be closed/ removed. 

  Customer Answer

  Date: 12/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

• Initial Complaint

  Date:10/23/2023

  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 bought the vehicle on September 23, 2023, we gave ****** for down payment. When we saw the truck there was two small dents on the front of the truck passenger side. They said it happened while it was delivered to the them. We signed all paper work the lady told us we had less than a month to bring the truck in if it had any mechanical issues. Right there we thought they dont know if the truck has issues if they are the ones selling it. Then ***** thats the ladies name told us that our down payment wasnt refundable. When we were leaving we heard a noise from the bottom of the truck when you put it on reverse they told me it was the drive shaft, also the right rear turn signal needed service, the key fob did not work, the right windshield water nozzle did not spray just the left, the airbags light was on and it did not have the horn. So that same day just 5 minutes after we left the dealership i called them the guy he said his name was ***** he said that the airbags was just a sensor so it would turn off on its own they told me they would make and appointment to fix everything the following saturday which was Sep 30th. They did not fix the horn the airbags the key fob and the right rear signal. I took it to a certified mechanic which i attached the letter, ***** told him he was a backyard mechanic. I have a video that i recorded of him saying he wont give me my down payment back and he doesnt want the truck back. The dealership then called my husband telling him to tell the bank that they fixed the truck and they would make another appointment to fix the truck. That is shady right there for me. The bank that was supposed to loan the money asked us if the truck was fixed my husband said no. The dealership said now the truck is buy here pay here and they said the reason was because my husband didnt answer the phone when bank called so they made up excuses. We just want our down payment back thats all. They also talk really rude to me.

  

  Business Response

  Date: 10/25/2023

  To whom it may concern, 
  
         ************************************* purchased a 2016 Chevrolet Silverado **** vin #***************** on September 09/22/2023. Like all of our vehicles, the truck undergoes mechanical inspection before it's listed for sale. The amount of inaccuracies in this customer statement tries to paint ********************** in a negative light which is not the truth. First of all, ******************** is not even listed on the paperwork. Small dings and scratches are normal for a vehicle of its age and miles, so we adjusted the price accordingly. On inspection, we noticed the vehicle tires were a bit worn so we replaced all four with brand new tires before the vehicle was even listed for sale. Our sales lady ***** went on an extended test drive of the truck with ******* and Juneiry at which time everything was in working order, then they proceeded to apply for financing, and sign paperwork. As far as the key fob, turn signal, horn, and seats go we did take video proof when they brought the truck back that everything was operational. The key fob (which we have a receipt for) was brand new and programmed for this truck so it doesn't make sense that they claim it doesn't work or broke. ******* is constantly calling my office, bothering my staff for no reason as we went above and beyond for ******* (who has yet to call my office to complain about anything). We even went as far as to deliver the truck to her house once we completed repairs. The vehicle was sold as-is no warranties implied or stated, the customer even declined the warranty (all paperwork is available and signed by the customer). We told ******* the subprime lenders would do a customer interview to complete the loan and the importance of sending us all the paperwork within 24 hours to secure the loan. We would never tell him to lie about the work being done, we have been in business for years, and this false claim from Juneiry is laughable. Her loan was declined by the bank due to the customer not answering the phone and submitting documents in a timely fashion. We still allowed the customer to switch lenders or make it a buy-here-pay-here to United Automotive. They choose a buy-here-pay-here option that everything remains the same, ******* also just made his payment (late) on 10/23/23. On September 30 Juneiry called my office once again from a so-call mechanic shop claiming we didnt fix the vehicle at all. I was apparently on speaker because in the middle of speaking with ******* her mechanic grabbed the phone and was actually screaming on the phone which I think we handled quite well. If anyone is rude and needs to learn how to talk to customers is her mechanic. I would love to hear this recording of us being rude. Legally she had no right to record my call but that is a separate issue. I did misspeak about the drive shaft being replaced actually what was replaced was the front and rear differential (with receipts). Ive never in all my years of business seen a mechanic write out a quote instead of typing it so claiming he is a backyard mechanic is quite accurate. We have never been rude to her as she claims. We went above and beyond by keeping her loan in hindsight we should have just demanded full payment as it was the customer's fault the loan fell through. The actual customer needs to reach out to me if there are any issues.  

• Initial Complaint

  Date:02/09/2023

  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 used vehicle from this dealership on 12/8/2022, on 12/21/2022 the car broke down on me on the side of the highway, outside of ****** ** as I was driving home for holidays. The engine failed, smoke everywhere, oil leaks. The dealership then had me pay out of pocket to have to the vehicle towed back to them to fix It cost me $700. They had the car for a total for 45 days fixing it. During those ************************************************************************* the dark, always given round the **** answers, i requested a diagnostics report multiple times and never received one. On 2/2/2023 i was called and told the car was fixed and ready for pick up. I went to pick up the car, drove it 5 minutes off their lot and the car began smoking and overheating once again. I returned the car to dealership where I was told theyd fix it once more. I picked up the vehicle on 2/3/2023 and it seemed to work fine, drove it 3 times, and one 2/8/2022 the car broke down again, same issue, smoke, leaks, overheating. I believe I was sold a lemon and need help figuring this all out as I would like my money back. The dealership has treated me very poorly throughout this whole experience, even going as far as calling the police on me today at the dealership when I came in to ask for the diagnostics report, that they have now refused back in December and now again in February 2023.

  

  Business Response

  Date: 02/10/2023

  ********************************** financed a 2011 ********** Tiguan ***************** on 12/08/22. Vehicle was financed through ************************** and had a service contract through ********. Vehicle was fully inspected and was even driven by our owner for a couple nights before ********************************** purchased the car. He took the car on an extended test drive as well and was comfortable/ happy to move forward with purchase. A few weeks later customer called that the car broke down outside of Pueblo. His service contract for whatever reason said they will not cover the claim. As he was our customer we gave them a good faith repair and replaced the engine he blew on the car at no cost. Car was test driven after engine replacement for quite some miles and everything was good. We called ********************************** to come pick up the vehicle but stated he was out of town and could not come for it until he was back. Upon his arrival he was very confrontational and aggressive with our staff for no reason, still we told him to test drive the car. He said everything was fine and even signed our form that everything was performed to full satisfaction. It was not but a couple weeks later that he called our office again in a very confrontational and aggressive manner that the engine was leaking again. It seems strange that it failed in the same exact manner as before. So unless ***** is mashing on this vehicle or bottoming it out there is no way the same thing will happen twice in the same time frame. We told him to contact his service contract in which he again started going off the rails. He barged into my office on 02/09/23 again being very confrontational and aggressive, demanding we take his car back and that he is not leaving. He threatened that he will "drag" the car back here and force us to not only fix it but pay him the cost too. It got to the point we had to call ************* to trespass him off my property. We have gone above and beyond for this customer, yet they are still not happy. There is nothing more we can do he needs to either contact his lender ****************** or ******** to fix it. 

• Initial Complaint

  Date:01/11/2023

  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.

  MY COMPLAINT IS AGAINST UNITED AUTOMOTIVE LLC. ******************************************************* WAS TALKING WITH ************************* VIA ******** ABOUT FINANCING A VEHICLE. SHE IS SOMEONE I KNOW PERSONALLY WHO HAPPENS TO WORK FOR THIS DEALERSHIP. ON 10/19/2022, I VISITED UNITED AUTOMOTIVE, CHOSE A VEHICLE, SIGNED ALL THE PAPERWORK AND PAID A $1000 DEPOSIT. ON 10/20/2022 (THE VERY NEXT DAY), THE VEHICLE WAS STOLEN FROM MY WIFE ***************************** PLACE OF WORK (********************************************************************************).THE VEHICLE WAS IMMEDIATELY REPORTED STOLEN. (POLICE REPORT #*******). I ALSO REPORTED TO, AND FILED A CLAIM WITH MY INSURANCE COMPANY, FALCON INSURANCE CLAIM # CO22-17616. I THEN CONTACTED ***** AT UNITED AUTOMOTIVE BECAUSE I WANTED TO SEE IF THEY HAD A TRACKER, OR A KILL SWITCH, ON THE VEHCILE IN ORDER TO HELP ** LOCATE ITSHE STATED THAT THEY DO NOT. ACCORDING TO ************* COMPANY, ON 10/21/2022, UNITED AUTOMOTIVE, OR THE ***** *******, PULLED THE LOAN AND THEN STARTED HOUNDING MY INSURANCE COMPANY FOR PAYMENT IN FULL FOR THE VEHICLE. I WAS THEN TOLD BY THE DEALERSHIP THAT "THERE WAS A PROBLEM WITH MY FINANCING" EVEN THOUGH I HAD ALREADY SPOKEN WITH THE FINANCE COMPANY AND BEEN TOLD THAT MY WELCOME PACKET WAS ON THE WAY. I KEPT ***** INFORMED ABOUT THE INSURANCE CLAIM AND HOW I THOUGHT THEY WERE TAKING A LONG TIME, BUT THEY LATER EXPLAINED TO ME THAT THERE IS A 30 DAY INVESTIGATION PERIOD. (I HAVE PAGES OF SCREENSHOTS VIA******** MESSENGER) I MADE MY FIRST PAYMENT TO UNITED AUTOMOTIVE ON 11.22.2022 IN THE AMOUNT OF $375.41, BECAUSE I WAS TOLD THEY ARE NOW ***RYING THE LOAN. THE *** WAS FOUND ON 12.02.2022 AND IT TOOK THE INSURANCE 2 WEEKS TO RETRIEVE IT FROM THE IMPOUND LOT. AFTER THE ESTIMATES, THE INSURANCE COMPANY CAME TO THE CONCLUSION THAT MY DEDUCTIBLE WAS HIGHER THAN THE ACTUAL DAMAGES, AND WOULD BE MY RESPONSIBILITY TO PAY. BY THIS TIME I HAD ALSO MADE A SECOND *** PAYMENT ON 12.20.2022 IN THE AMOUNT OF $375.41 DIRECTLY TO UNITED AUTOMOTIVE. AFTER GOING BACK AND FORTH WITH THE INSURANCE COMPANY, THE VEHICLE WAS FINALLY RELEASED TO ME ON 12/27/2022 AND TOWED TO ************** SERVICES @ ******************************************************, AS IT WAS NOT RUNNING. THE REPAIRS TOTALED $975.00, AND I PAID THIS OUT OF POCKET AS IT WAS LESS THAN MY DEDUCTIBLE. I FINALLY GOT THE VEHICLE BACK ON 1/4/2023.AFTER THIS, ***** CONTACTED ME AND INFORMED ME THAT I NEEDED TO COME SIT DOWN WITH HER BOSS ******* BECAUSE HE DIDNT LIKE HOW THE INSURANCE COMAPNY HANDLED THIS CLAIM AND ALSO WANTED TO "DISCUSS FINANCING". I WAS LED TO BELIEVE THAT I WOULD BE SIGNING NEW LOAN PAPERS. I SAID I CAN GO ON TUESDAY 1/10/2023. I LATER TRIED TO RESCHEDULE TO WEDNESDAY 1/11/2023, BUT WAS ADVISED WE NEEDED TO GO IN ON TUESDAY.1/10/2023 AT 5PM, I WENT IN TO RE-SIGN A LOAN AT UNITED AUTOMOTIVE, THEY TRIED TO SAY THAT ************* 'PULLED THE LOAN'. I INFORMED ******* (*****'S HUSBAND WHO ALSO WORKS THERE) THAT I HAD ALREADY SPOKEN TO ************* AND THEY INFORMED ME THAT THE DEALERSHIP ACTUALLY PULLED THE LOAN (***** THEY WOULD GET THE INSURANCE PAY OUT). AT THIS TIME, ******* SAID, "WELL THERE WAS NO *** TO PUT A LOAN ON", AND THEN I WAS TOLD THEY JUST WANT THE *** BACK. THIS UPSET ME GREATLY, AND I ASKED THEM ABOUT MY DOWN PAYMENT, 2 MONTHLYPAYMENTS (MADE DIRECTLY TO THEM), AND THE MONEY I PAID FOR REPAIRS. THIS ALL TOTALS THE AMOUNT OF $2,725.82 FOR A *** I HAD IN MY POSSESSION A TOTAL OF 5 DAYS. I WAS TOLD, "THEY WOULD SEE ME IN COURT", AND THEN HE LAUGHED AT ME. ALSO, BECAUSE I WORK FOR THE INSURANCE AGENCY THAT I PURCHACED MY FALCON POLICY THROUGH, THEY ARE SAYING I DIDN'TCOMPLY, AND I AM PARTICIPATING IN INSURANCE FRAUD. THE AGENCY I WORK FOR REPRESENTS SEVERAL DIFFERENT COMPANIES. I DON'T KNOW IF THEYRE NOT UNDERSTANDING THAT I AM AN AGENT, NOT A REPRESENTATIVE OF THE INSURANCE COMPANY. I PAID THE *** PAYMENTS AND ALSO HAD TO PAY OUT OF POCKET FOR THE REPAIRS FOR THE VEHICLE ... HOW IS ANY OF THIS CONSIDERED INSURANCE FRAUD???? IF THE INSURANCE COMPANY HAD MADE ANY TYPE OF PAY OUT FOR TOTAL LOSS, IT WOULD HAVE GONE DIRECTLY TO THE DEALER OR WHOEVER THE LOAN WAS THROUGH --NOT MYSELF. I HAVE SCREEN SHOTS OF ALL OF MY CONVERSATIONS WITH *****, AS WELL AS TEXTS AND EMAILS WITH MY INSURANCE COMPANY TO DOCUMENT ALL OF THIS.

  

  Business Response

  Date: 01/12/2023

  *******'s claims have no merit. She purchased the vehicle 2015 Kia ****** VIN ***************** on 10/19/22. ******** claimed vehicle was stolen from her house on the next night and filed an insurance claim. We tired to work with the customer and falcon insurance to settle her claim as her finance company canceled the loan as per our requirements, proof of residence/ proof of income/ and customer interview we never completed by *******. We as the dealer had to keep calling ******* and Falcon for any updates to this issue after a couple months and no word from either party we assumed vehicle was never found and were expecting an insurance payout. After we told her that if insurance does not payoff the "stolen" vehicle we will be moving toward legal means to pursue this claim. Almost magically overnight ******* claimed the vehicle was found within the thirty day **** and that she had possession of it. As we are not a buy here pay here dealer we told her that she will need to pay for the vehicle or we can assist in financing. ******* and another party came into my lot on 01/10/23, getting confrontation with my sales staff ******* and just voluntary surrendered the vehicle. Keys and vehicle were left in our next door property. ******* kept yelling from afar that she will just take us to court. We do have security camera footage and all paperwork that shows she failed to complete her end of the financing and surrendered the vehicle. We called the auto theft task force division to call in the voluntary repoession/ surrender. The following morning *******'s father called my dealership trying to explain her daughters fraud and lack of communication with us but since she wants to take a moot case to court we directed the family to our attorney office. On 01/11/23 *******'s brother came back to retrieve her backpack from the vehicle (shown on surveillance as well). Her false accusations in this claim do not hold any merit as she is the one who voluntary repoession/ surrendered the vehicle on 01/10/23. All documents, surveillance and messages from ******* can be provided upon request. We ask the BBB to close this claim as the numerus false claims made by ******* are almost laughable. 

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18725446
  
  I am rejecting this response because:

   
  Complaint: 18725446
  
  I am rejecting this response because:
     Attached are documents to prove from beginning to the end. The dealer pulled the loan after finding out the vehicle was stolen then  proceeded to take payments from me, They wanted the insurance company to pay out before the 30 day investigation was over. You can contact *************************** ***********. claim # CO22-17616  who has also  complained about the dealership calling sending requests written on a piece of paper and  threatening her with their lawyer.  I have all the conversations that took place between ************************* , I advised her of any information that i was receiving   .  Again I would not get any money in this situation ... if the car was not found and was deemed a total loss the dealership or the finance company would receive the pay out . They told me go ahead and try to take the car they will report it stolen .  so we gave them the keys. I will provide all the screen shots as I also provided for the ************ , ***** told us exactly what to put on the application and contract . I also have all that proof . I just want the money they took from me .  Im not going to make any accusations. But I am not the one conducting Insurance fraud . My loan was magically pulled after i told them the car was stolen , and the loan magically belonged to them (which ***** states in the screenshots) yes i did say i will see them in court , because we will . My lawyer is already on top of it ! Thank you for your time .
   
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 01/17/2023

   

  Just this one video proves nothing he said is credible. We gave him the keys after we were threatened with police . In his response we left the vehicle and keys next door .

  

  Business Response

  Date: 01/21/2023

  Customer is obviously just going to continue to make false claims. We have all security footage from the moment she came into our lot and left the vehicle to her brother picking up her backpack. We have our attorneys on this case as well. United Automotive is asking BBB to close this case as common ground is not reachable with this client. 

  

  Business Response

  Date: 01/26/2023

  We are not willing to negotiate with this customer, she wants to take this matter court so be it. We will have our own attorney represent us in court. 

  

  Business Response

  Date: 02/06/2023

  We respectfully decline the arbitration from BBB. ******* wishes to take this to court so we will let the legal system due its course. The dealer board has already paid us a visit on her complaint. 

  

  Business Response

  Date: 02/09/2023

  Absolutely not. Customer brought the vehicle back on her own accord and left it as a voluntary surrender/ repossession. As a BBB accredited business. We do try to help our customers as best as possible. However, in this circumstance with this client, there is no keeping her satisfied no matter what we do she wants to take the case to court. She is more than welcome to, and we will defend our case as well.

  Customer Answer

  Date: 02/14/2023

   
  Complaint: 18725446
  
  I am rejecting this response because: I have provided all the proof for this complaint. I have submitted the video per request  and I was informed that you received it and you will be reviewing it. My lawyer will be handling the legal portion of this situation but I will still follow through with this complaint, so that people in the future are not scammed out of money.  Thank you for your time. If you have any questions or concerns, please contact myself . 
  
  Sincerely,

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

• Initial Complaint

  Date:07/14/2022

  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.

  So I went to this dealership and had ****** dollars in down payment for a *** X5 2014 and had on of the sells men help me his name was ******* and well he help me to finiance the suv and had to give all the ****** dollars in down payment for it and I took the car so I drove the car for 2 weeks and it just blow off on me the back 2 air suspension stop working on my way to work I had to get a tow truck and had it sitting for a few weeks till I was able to fix it and i kept calling them about the problem and they didnt want to help so I called them for a whole week and I could wait anymore so I had to pay to get it fix and was ***** with part labor so I got back on the payment and I still owed them ***** dollars more of the down payment and they kept blowing me up to pay them or they where going to take the *********** had to pay them to so my payment with the lien was late because it was so much money for me in one hit and the dealership still send repo on me and now they dont want to give me all my personal stuff from inside the car its been 3 weeks me asking them for my stuff and they dont want to help me they have so many bad reviews already and I never seen them and there doing this to so many people I just want this business to be investigated for fraud and get it of business for taking so much money from people and selling them the cars damaged that will only last for weeks and not want to fix it after that is not ok please help us I cant even show my contract because its inside the car and I cant have any access to it they dont let me get my stuff

  

  Business Response

  Date: 07/15/2022

  ***************************** entered our office on 04/15/22 and financed a 2014 *** X5 #K48085. She needed to put down $12,000 due to her credit situation, the loan was financed through one of our many subprime lenders. She was not able to put the whole down payment in one lump sum. She agreed to pay $10,000 on 4/15/22 the split the remaining $2000 into four payments of $500 each on 4/22/22, 4/29/22, 5/6/22, and 5/13/22 which was a chore trying to collect from her. She would always evade our calls to attempt to collect. She was late on all these but finally paid a month later. As far as the air suspension ***** claims, the vehicle was checked out by our shop before it was put for sale. It worked perfectly fine, if for some reason it needed replacement in that sort of time frame there is no reason for her to pay to fix it. The vehicle did have a service contract for 3 months/ 3000 miles that would have covered that issue without cause for concern. She refused to give the repo driver the key therefore the repo company did not allow her into the vehicle citing safety concerns. She was completely aware that the *** would be towed to the repo yard and would have been allowed to pick up her items from there without issue. The customer has harassed all of my staff by calling the office, having friends and relatives call the office threatening my staff, yelling, and coming into the office with a camera shoved in our sales team's face. This review has no merit and is moot, the customer failed to make her first payment to the finance company and the vehicle was repossessed. Even though the finance company had given her time to make the 1st month's payment, she missed all promised dates. We cannot help be liable for ******* negligence and evasive maneuvers when it came time for her to make her payment. United Automotive has made ***** aware that she is not allowed on our property and will be considered trespassing if she attempts to do so or threaten my staff in any way.

  Customer Answer

  Date: 08/30/2022

  My response to the dealership is that what there saying is a lie when I gave the deposit to them I did give them the whole ****** cash and I did give them 500 every week to complete the ***** left I had to pay them but what there not saying is that at the tune me giving them the payments the truck broke down of the Two side of the back suspension it was not one but two and when I reached to them to let them know about what was happening I talked to ******* the sales person that helped me to finance the car and was explaining to him about the truck then he started to be so rude to me so unprofessional I was so disappointed about how he spoke to me them I asked him to just transfer me to the owner and I told him how was it possible for his sale people be so rude after we get a car then they dont care anymore so they want to treat and say bad things about there customers that is definitely not truth I spoke to the owner and was explaining to him how he was selling these cars with damaged parts and of course the car is not running far when you take it for a spin till you actually take it with you after a week wow right so they say that they kept calling me to try and fix the truck no they where calling me because I was not paying them the rest of the deposit because I did tell them if they where going to fix it and they where like no till I bring in the rest of the deposit so I had to fix it my self put ***** dollars more to fix this truck get a towing truck to take it to the person to fix it and then still have to pay them there money because I got treated to get the truck repo for not paying the rest so I did pay them and well at the time it was so much money I had already lost and I could pay my first payment because I had to fix this damaged car and so the financing bank send them back my paper work and the dealership did repossession of the truck with out notifications or call or email or anything they took the truck so when this all happened I wanted to speak to the owner I called for over a week and they didnt want to help me anymore so I went to there office and I spoke to there finance person and all I asked her was if the owner was there I never ever threatened her or anyone in there office all I wanted was a answer on where my all my stuff where for I could get them from the lot they never gave me the permission or a letter for me to go get my stuff never I asked them lots of time and they kept everything all my personal belongings I had numerous bags because I was moving so when they did repossession I had left all my bags in the still and they didnt let me get anything I did Speak with the repo person about why the truck was being repossessed and all he said was because I didnt have insurance that the only thing I got from him no address or anything on where the truck was being token to all they said is you need to get a letter from the dealership for you to be able to get all your stuff so I would like for the dealership to send in there camera roles or anything they have to prove I threaten them or I did anything to there dealership or them giving me information about them letting go to the lot for my belongings or them sending me notifications of the repossession or something 

  Customer Answer

  Date: 10/17/2022

  I would like for the dealership to refund my down payment 

  Seeing my relationship with the dealership of false claims and what was said i would desire for the refund of the $12,000 dollars I used as a down payment for the *** X5 and will like to resolve the issue with out any false statements and if it continues too I would like for them to send in prove of cameras of me approaching them or anyone in there dealership like they said I did or me throwing a phone to anyone all I want is to prevent anyone else to fall in to dealership like this one thank you 
  
  
  

  
  

  

  Business Response

  Date: 10/20/2022

  BBB has already closed this complaint from customer's side due to non-response. We had already responded to her bogus claims and this re-complaint has no merit and is moot. BBB is welcome to view our previous response to this *****. 

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 17567679
  
  I am rejecting this response because:
  
  I was getting the emails send to a different email that is why I wasnt responding to the emails as you can see 

  In the email ******** send me 

  Sincerely,
  
  *****************************