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:04/22/2024

  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.

  I purchased a vehicle from ******* ** ******* on March 22nd 2024. We agreed on a price of 62k + 799 doc fee + taxes. I also purchased a tire warranty package that has now been unwound, according to the screenshot the dealer sent me. Shima F***** and Luis R******** agreed that this was the agreed upon sales price for the vehicle and would fix this. All sales forms I have did not have a matching price, and the car was secretly listed as 62.9k. The dealer also assured me that financing through ******* ********* would not cost me more money if I paid it off straight away. I've been communicating with Luis and Shima about getting this price adjusted and the extra costs refunded, which they agreed to on April 5th. Luis was unable to break down the price for me line by line, and assured me he'd fix this and send that over. They told me it would be taken care of that afternoon. Shima called me that day in the afternoon asking for more time. I was compliant, and did not get any updates. I emailed asking for an update on April 8th and was told to wait. There were no further communications from ******* ** *******. I asked for another update on April 18th. Today, I was asked if I paid off the car. I haven't paid it off as my first payment is due in the first week of May, so I've been waiting for Shima and Luis to adjust the price on *** or send a check for the price difference. I have the money in cash, ready to pay it! I just need the updated price, or a refund to be sent. The *** payoff price for the car has now seemingly accrued interest, which Luis assured me would not happen if I paid it off before my first payment was due in the first week of May. I'm now unable to get in touch with either on the phone. They are not answering my questions, have not provided documentation regarding the purchase, any breakdown of fees, they sent me documents with missing paperwork. I gave 17k in a down payment with a combination of a credit card and 2 personal checks.

  Business Response

  Date: 05/13/2024

  Good day,

  We apologize for the delay in response. A check has been issued on 5/7/2024 in the total amount mentioned and we have confirmed that the guest has received this check. A check for the wheel insurance will be issued to the finance company for the cancelation of the protection. 

  Regards,

   

  Nicholas B****

  General Manager

  Customer Answer

  Date: 05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I'm still waiting on the check for the cancelled wheel and tire insurance and the interest on the loan that accrued while I was waiting on Luis to rectify the issue, of which never happened until I filed a complaint with the BBB. I was being completely ignored until the BBB was able to step in, when I received a call from Nick of ******* *******.
  

  I was told on the phone by Nick today (May 14) that I will be receiving a check for the wheel and tire insurance as I've already paid the vehicle off. The check was allegedly cut today, but I have not yet received it, of course. I'll be waiting for that before I mark anything as completed.

  I asked Nick on the phone for all of my deal documentation, which I haven't received yet, I'm waiting on this. I'd like to review these documents to ensure I haven't been further taken advantage of. Nick told me I would get these documents in my email, and so I will not accept a resolution until I get my documents and I'm able to review them.
  

  My payoff price also included weeks of interest that accrued + a seemingly undisclosed Loan Origination fee (which Luis was unable to explain over the phone during our conversation). Luis let me know that he would fix this issue with *** and Shima called to let me know that Luis would get this taken care of, I assumed this would be the case. I waited on Luis to contact ******* ********* Services to fix the price to bring this number back down to the agreed number, and I never received a call back.
  

  Days later, when I asked why I didn't get any call back, Luis then questioned why I didn't pay the loan off over email, as if he hadn't told me on the phone that I should wait until he's dealt with ***. I'm expecting to recoup this accrued interest as I was misled.

  Working backwards, the price listed for *** taxes was $5,749.17 on the registration form. This means the tax inclusive price that was submitted to the ***, working backwards, was $72,406.21. Taking away the taxes, this means that ******* ******* reported a sale price of $66,657.04 to the *** ***. If you subtract the $2,958 of the now cancelled wheel and tire policy, this would bring you to $63,699.04. Minus the Luis mistake of 900 dollars, takes you to the pre tax price of $62,799.04, which would've approximately been the correct price (62k + 799 doc fee)

  Working forwards, the correct price was $62k + $799 doc fee + $5,416 for *** taxes = $68,215. Adding in the now cancelled tire policy ($2,958), this would total to $71,173. I put down $17k, which would make the amount financed $54,173. My payoff price on *** at the start (including the undisclosed loan origination fee) was listed as $56,221.46. Where is this additional $2,048 coming from? Surely, there was a loan origination fee that was not disclosed. This price discrepancy is unacceptable, given that I was assured there wouldn't be any additional fees.

  After Luis balled me out for not paying off the car over email, even though he had told me to wait until things were resolved with ***, I sent *** a payoff wire for $56,484.26 which was received, with my balance being settled. Remember, this includes the wheel and tire insurance that is now cancelled.

  Without the documentation, which I've again, asked for repeatedly, without any pages missing (which is how it was presented to me), it's tough for me to do all of the math as the numbers have been hidden from me.

  I will not accept any resolution until my reasonable conditions are met. I'm merely looking to pay the price we originally agreed to, without any loan fees or hidden price gimmicks that were hidden under the table. I want the money for my wheel and tire insurance plan, all of the documentation, and the extra fees that were hidden from me from the start, along with the accrued interest.
  Sincerely,
  
  ********* ******

  Customer Answer

  Date: 05/14/2024

  ******* ** ******* indeed did send the paperwork for the deal at 5pm today, I had missed it in my email. I will review this, but it still appears there is a discrepancy that must be resolved.

• Initial Complaint

  Date:09/06/2023

  Type:Product 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 purchased a certified pre-owned 2023 ***** with full price from ******* ******* on August 24th and received the car on the same day with registration info. On August 26th, I got into an incident in a parking lot when the brake pedal failed. In detail, I turned on the ignition and changed my gear to drive, and then the vehicle started to roll ahead without being able to be controlled. I pressed my brake pedal and then changed my gear to parking but I wasn't able to stop the car for at least 30 seconds as it rolled for at least 30-40 meters. I had to turn off ignition and then pull my emergency to stop the car in the end. I had a witness besides me at the time. If I was in a more crowded area, I would definitely have got into serious accident. I sent my car to ******* ******* on August 28th right away. They ran through inspection but informed me that they weren't able to figure out any problem and promised that the brake was fine. However, I am concerned greaty about the safety of the vehicle and don't feel safe driving the vehicle at all. I requested either a refund or exchange of some kind where I don't have to pay extra. They replied with very firm and sometimes unrespectful attitude, saying that I have no such options as the problem was not found. I was only offered an unfair option of selling my vehicle to them with 50k, so I would essentially have a financial loss of at least 10k for something I should not be responsible for. I request full refund for the vehicle as this has only been purchased for not yet two weeks and has no other problems.

• Initial Complaint

  Date:01/26/2023

  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 have been ** customer for life. We purchased new ***** in 2018 at ******** ** ** ******** and been very satisfied with vehicle and service. However, we had small accident branch fall down on our car and made damage to the vehicle. Windshield, hood and fenders need to be replaced. I used **** **** **** in ******** to fix the issue as they are only licensed ** body shop in lower **. They order parts in middle of October and still waiting on the parts through your dealership and still waiting. We need car and need a loaner vehicle. ** should accommodate us and provide us with a loaner vehicle or ship the parts to auto body. My whole family is driving ** this is the only issue we had. Waiting for parts 3.5 months already with no time frame. ** should give us loaner vehicle. We need car. This complaint is against you and **. Please arrange with your corporate office and provide us with the loaner until we waiting for the parts. Thank you!