ComplaintsforSoFlo Customs

• Initial Complaint

  09/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 19 October 2022 I purchased a brand new Jeep Gladiator through SOFLO customs and at time of purchase I asked for all the *** parts that were replaced by SOFLO which would retail for more than $5K-7k. They told me they no longer had those parts. I was very upset but decided to let this go. This was my first taste of their shoddy business practices as I knew they probably sold the parts back to the dealership or a third vendor. They probably have this as part of their business model and make a good profit.I went on a Navy deployment and returned in April when hurricane season arrived. My truck immediately started leaking with water entering through an entrance near my driversnside pedals. At the same time, my truck's hood started peeling it's color in several spots. I took my jeep to the St. ********* Jeep dealership to see if they could fix the leak as well as give me an estimate for the hood. The reason for the estimate ask was because my truck was not under warranty through SOFLO customs after they installed the parts. I knew SOFLO would tell me that the vehicle was not however this was not normal wear and tear. It was shoddy work from installation.I called them on August 12th, 2024 and they indeed did tell me they would do nothing after explaining this was an an installation and prep problem. I am just looking for SOFLO to do right by me and repaint the hood and fix my leak which would cost them little. I'm not even asking them for my *** parts or restitution at this point. Thank you.

  Business response

  09/02/2024

  ******** - as we've already discussed, the vehicle was purchased a number of years ago and you chose to opt out of our SoFlo protection which would have covered these issues that are arising. As we've already already offered, we're happy to address the issues at true dealer cost ( no mark up ) whenever you're willing to bring the truck over to us.

  In regards to the *** parts - these parts have little to no value on the secondary market. At any moment i have an unlimited supply of whatever take off part you need. If you decide to make the trip over, I'll be sure to fill up your truck bed full of whatever parts you feel you were wronged out of. 

  Let us know when you plan on making the trip over and we will have a hood ready to swap on.

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  OCTOBER 2022 PURCHASE DATE. I PURCHASED A JEEP AND WHEN WE WENT INTO FINANCE I PURCHASED 3 WARRANTIES. THEY TOLD ME I HAD TO PICK A OPTION BUT I ONLY WANTED THREE THINGS. ONE FOR THE AFTERMARKET UPGRADES. ONE FOR EXTENDED FACTORY WARRANTY AND ONE FOR TIRE AND WHEEL. I NEVER RECIEVED ANY COPIES AND CALLED SEVERAL TIMES TO GET COPIES OVER THE LAST TWO YEARS. I FINALLY ASKED FOR A MANAGER OR GENERAL ****** AND NEVER RECIEVED ANY CONTACT BACK AFTER 4 CALLS IN THE LAST 2 MONTHS I HAVE DECIDED THIS IS THE ONLY WAY. I RECEIVED A ******************* OF SALE WITH NO WARRANTIES WHICH WAS NOT SIGNED. I TOLD THEM THAT THAT WAS NOT THE CONTRACT I SIGNED AFTER TWO WEEKS THEY SENT THE ACTUAL **** OF SALE AND NOTHING ELSE WHICH I REQUESTED ALL BANK DOCS AND SIGNED PAPERWORK. THE **** OF SALE WHICH HAD OTHER PRODUCTS I DECLINED AND TOLD THEM I DID NOT WANT SUCH AS DENT AND PAINT PROTECTION WERE ON THERE. *** BEEN TRYING TO CANCEL ALL OF THEM BECAUSE I CANT USE THEM. ONE BECAUSE I DONT KNOW WHATS COVERED AND SECOND I DONT TRUST A COVERAGE THAT WAS SOLD TO ME THAT I CANT USE AT ANY DEALERSHIP BUT THEIRS. I WANT TO CANCEL THESE BUT I CANT TRUST THAT THEY WILL ACTUALLY DO IT.

  Business response

  06/21/2024

  ****** - our sincerest apologies for not getting you new copies of your paperwork. Initially upon completion an executed copy of your paperwork is emailed to you, but we are happy to provide a second set of copies to you. Please check your email (we have on file ************************) for those copies momenarilly. If for any reason you do not receive these copies please feel free to call the store.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom jeep build from So Flo ********************** in Florida. Everything they painted or tried to modify on the exterior is messed up and they refused to fix it correctly. They painted seals on the hardtop which will cause issues down the road like leaking, etc.

  Business response

  06/03/2024

  Please provide detailed photos of the issue - ******************************************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2021 : Purchased Jeep Wrangler with custom aftermarket parts. Paid $80,312.74. Included in price is an after market warranty for all custom parts. Cost of warranty: $2500. September 2021: Vehicle received. February 2022: Rust appears on the bumper, rear tire ******** ****** steps. Kevlar coating (paint) begins to bubble (paid extra for these - see cost sheet). Submitted warranty request on SoFlo website, no response. Called several times but couldn't get a straight answer. Was bumped around to several different "managers" with no resolution. Everyone put the blame on someone else. Continued daily calls.Finally, was able to talk to GM, *****. He, too, immediately began blowing me off. Called daily, but he always "stepped out," was "with a customer" or "on the phone." The paint began to bubble more and more. After almost a year of arguing and a previous complaint with the BBB, ***** finally agreed to fix issues. Vehicle sent back to SoFLo in January of 2023 and sent back to me in February of 2023. The car had a film of dirt and dust inside & repairs not complete. Bubbles popped and painted over (not stripped and re-sprayed as promised); could see the difference in paint color. Bumper/tire carrier spray painted (not replaced), new scratch in driver's leather seat. Called ***** the next day, no call back. Continued to call daily, still no call back.March 2023: received bill from the *****************************. Someone took vehicle and drove it around *****, unauthorized by me, and racked up 2 different bills. ***** says "impossible" but photo on **** says otherwise. Things blew up from here after SoFlo refused to acknowledge this. ***** continued to refused my calls.Since then, paint bubbles (especially around headlights) continue cracking and peeling away. Recently, it started chipping off.***** still refuses to return calls. I spent a lot of money with South Florida Jeeps & am being treated unfairly. My warranty is not being upheld.

  Business response

  06/03/2024

  Please email more detailed photos for review - ******************************************************

  Business response

  06/21/2024

  ****** - as we've shown you before, we're more than willing to help rectify your issues (as shown when we repainted your vehicle at no cost to you last year.) Per our warranty agreement, we will cover any defects with a zero deductible to you. Please arrange for transport to our manufacturing facility so we can start to arrange and get the vehicle repaired.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They advertise cars that do not exist. I was led to believe that I am purchasing a car that was advertised on **** by them. I sent the deposit, they got all my personal information to secure me a loan and then I found out that this car does not exist. Then when I called them, I was told that someone came and purchased the car while we were doing the transaction. They scammed me out of my deposit and all my personal information with pictures of ID and social security. Not only they are doing fraud, they are committing identity theft.

  Business response

  05/01/2024

  Nothing in this statement is true. After many weeks of heavy negotiaions and us discounting the vehicle heavily to try to earn your business and make you happy, you decided not to move forward with the purchase. You're fully aware that the vehicle is indeed real, as our team has sent you countless photos and videos of the truck. Since you've been aware this whole time that the vehicle is real, it has since been delivered to a very deserving customer after you decided not to move forward with the purchase.  We've done everything in our power to make you happy, and have refunded your deposit in full as you've also already been made aware. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am here to WARN everyone that I have had Soooooo Many Issues dealing with these guys!!!! Never will I buy anything from them. I keep getting asked who did this or that to my Bronco and I dont tell them who because this place doesnt deserve my helping them out when they dont help me out!!! All I asked for 7 weeks ago was for them to fill out the Texas title paperwork as they need to fill in and sign it as the seller and they wont do it!!! Its been 7 weeks and I cant drive my bronco NOWHERE!!! Next stop is my attorney!!! Also, BBB and all over ********* INSTAGRAM and everywhere else i will let everyone know! How hard is it to just do what is needed to help the customer. I dont even want to get into all the issues prior to this but should of backed out when I could and had the chance!!! Spoke to the ** about the spring being twisted that I had to pay to get fixed. Parking brake was faulty so had to take to dealership to fix. Lots of chipped paint on steps and front bumper fog lights. When I bought the Bronco the paperwork had 6k miles and when I recieved it, it had 7k miles, it was filthy in the back and had a pair of kids soccer shoes! This ** was driving my already paid for Bronco around like it was his! He told me he was after the fact! Also, they put cheap tires on their rims! Tint has bubbles!

  Business response

  05/03/2024

  *****, a month ago you came to us begging to help finalize your title work (which you SPECIFICALLY request us not to do your title work) and we happily oblidged and filled out the forms you needed. Since then, you've completed your titlework and are on a permanant tag. Your paperwork reflects 6815 miles and the car was delivered with 6815 miles, and was explained to you before you purchased the truck that it was a manager demo. You purchased a pre-owned vehicle, they can have small imperfections like rock chips, etc, but since you had us completely re-paint your truck per your request i find this hard to believe. Please provide photos for us to review. You're tires are a very cost effective tire, that rides quiet, and are affordable to replace when the time comes. Any issues you've had with the parking brake has been covered at no cost to you by the manufacturer warranty. At mulitple times during your puchase process we offered to provide you with a full refund, which you declined. If you have any unrectified issues please feel free to call us directly.

  Customer response

  05/06/2024

   
  Complaint: 21596606
  
  I am rejecting this response because: Once this business received the BBB Complaint, ***** the "Owner" called and attempted to chastised me and raise his voice like I was his child. I have attached the photos of when the Bronco was dropped off with the miles being 7800+, 1k miles more than their odometer statement from when I purchased it. So he tells me "it was MY BRONCO"... as to say it was ok for him to drive it 1k miles after I paid $74K+ for it. That is 1k miles more wear on the tires and engine etc. Once the odometer statement is filed the vehicle maybe will have a few miles on it but not ***** miles! ***** as you can see the chips and fading of the steps and he advised that he doubts it since I paid them to paint the whole vehicle. Clearly in the pictures they did not paint the steps. I asked him about the drivers door not shutting properly and he had no excuse but as you can see the light is on in the picture because I have to slam the door shut for it to shut right and the other doors are fine so I will have to pay **** to adjust it. I attached the $208 dollars I paid to have the spring fixed that they put on incorrectly and ***** agreed to send me $208 but never returned my email until he seen the BBB complaint. While he was speaking to me on 5/3 he offered to buy the Bronco back. I sent him an email after the call (since he hung up on me) that I would sell it back to him but he never responded. I want to be compensated $1208 for my paying the **** dealership for their doing and $1k for the ***** miles and paint chips. ***** when I bought the Bronco I said I would take care of the title and registration but when I went to the Texas DPS, they advised they need the Seller to fill out the portion where the seller would sign. It took me 7-8 weeks after sending multiple texts to the manager and emails before they finally assisted. That is 7-8 weeks without being able to Drive it!
  
  Sincerely,
  
  *************************

  Customer response

  05/06/2024

  Need to add pictures as I failed to do so in the rejection.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Saturday, March 2, 2024 we paid a $1,000 deposit on brand new 2023 Jeep Gladiator that was expected to be customized. The remainder of the monies was going to be addressed when we spoke to their finance department on Monday. During this conversation we discovered that because the Jeep was going to be sold from a dealership to SoFlo then to us that we would not qualify for a new vehicle finance interest rate. Unfortunately, we were unaware of this at the time we made the down payment, thus this was a deal breaker for us. On Tuesday, my husband spoke with ****** and communicated why we would no longer be pursuing the Jeep. During the conversation, ****** expressed understanding and said ***** will refund our money. Since that time we have made several calls to SoFlo requesting the status of our refund. On each occasion we have been given a variety of excuses ranging from someone will call us back --> to the paperwork for processing the refund has been completed and awaiting a managers approval --> to the manager is not available. We have also attempted to contact ***** through their website to no avail. Since 3/2/24 we have found and purchased another Jeep Gladiator closer to home (i.e., we reside in ************, **). Thus, we initially considered using the $1,000 deposit towards upgrades to our new Jeep Gladiator. However, due to the practically non-existent communication from SoFlo we are now seeking a full refund on our initial deposit.

  Business response

  04/17/2024

  *******/***, your friend refund has already been processed and takes a few days to arrive. 

  Customer response

  04/19/2024

   
  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

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SOFLO builds a great product on paper but not what you sign up for- or at least if your only spending under $80k They dont listen to anything you say or ask for. after they get their deposit . I had issues from delivery date and continue to have issues, they have failed to help in any way, I never received a build sheet ( this is because they bait and switch) and still cant provide, after 2 years of asking. I have power issues, seats are tearing/cracking after 1+ years, and seaming is coming undone, quality not good, seaming not in line or level on dashboard, suspension (not what I was promised or paid for) sounds and feels as if it is going to fall off at any bump or turn , paint is failing, hood is cracking, tire issues, (rubs on fender flares, they let it leave their shop this way) TPS issues, lights failed in 1 years time, and continue to have issues, cant get inspected the list goes on. I have sent over a dozen emails and have yet to receive any help. They will tell you they will buy back their own vehicles this is also a crock bottom line, its been 2 years next week and I have yet to receive any help and I am left with a new vehicle that is not worth what it should be and who knows what the cost will be to fix it properly-

  Business response

  06/21/2024

  We have spoken to *************************** on multiple occasions about his truck that we built for him 3 years ago. Upon purchasing his vehicle, he requested a tire and wheel combination that is non-normal and was recommended not to be installed as it can cause rubbing issues, He also opted out of any warranty coverage that we offered which would extend any coverage on his aftermarket upgrades. We also offered him a buy back price on multiple occasions which he has deemed unacceptable. If he wishes to ship the vehicle back to our shop we are happy to help address any issues he may have. Feel free to reach out to us directly if he wishes to discuss the matter further.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I gave SOFLO a $1,000 deposit on 3/14 to secure a vehicle. I confirmed prior to submitting the deposit that no other deposits had been received. The vehicle arrived on 3/16, I came to the shop on 3/18. I was subsequently informed the vehicle I came to inspect was in the process of being built, so there was nothing to inspect. The listing was of a prior build. They then had me sit down to apply for financing and only after this was complete did they inform me they sold the vehicle to someone else. I was informed a deposit would prevent this. I informed ***** on 3/18 I would no longer be buying a vehicle, due to them selling the vehicle to someone else, among other deceptive practices. I requested a refund on my deposit same day I have reached out to the shop several times since and my deposit has still not been returned. Im told each time the boss magically isnt around or hasnt come in. It has been noted in various reviews / complaints that withholding money is common practice at this shop and that the boss is never around. But when you go to the shop hes always there. This is borderline fraud. Had they simply honored their word I would have purchased a vehicle and wouldnt be in this mess. I want my money back and I want done with this company

  Customer response

  03/22/2024

  The shop has elected to now hold the funds hostage conditioned on the complaint being removed. 

  Business response

  03/22/2024

  *****, you wanted to purchase a truck with ** and changed your mind. You requested a refund under 48 hours ago. We've already, on multiple occasions, have told you it takes a few days. Why it has elevated to this level has eluded us, we wish you the best of luck in your vehicle search.

  Customer response

  03/23/2024

  Supplying further evidence of the shop willingly refusing to return money until BBB complaint is taken down. This complaint will not be taken down since the ******* decided to be radio silent until the complaint was filed. 
  

  this is a direct violation of several Florida statutes 

  Customer response

  03/25/2024

   
  Complaint: 21465627
  
  I am rejecting this response because:

  ******* is intentionally misrepresenting the facts of the issue at hand

  1) I changed my mind - this is correct, as a result of the business selling the vehicle I placed a deposit on. Hes intentionally ignoring the actions, by the shop, that led to the chance. Had the shop not been dishonest, there would be no reason to have changed course. This is all tracked with corresponding communication with the shop via text

  2) continues referencing 48 hours, he had 72 hours to respond and chose to do nothing. I informed my decision on 3/18 at 6:12PM, BBB case posted 3/21 after 7:00 pm. This is all tracked with corresponding timestamps  
  

  3) no funds have been returned. ******* is knowingly and admittedly withholding funds intentionally. Funds are being held on the condition of removing this complaint. 
  
  Sincerely,
  
  *************************

  Business response

  03/25/2024

  ***** - we have tried to contact you numerous times without resolve (9 attempts to be exact, all time stamped as well.)  Why dont you give us a ring so we can get this extremely small and now time consuming matter resolved.

  Customer response

  03/25/2024

   
  Complaint: 21465627
  Shop is again intentionally misrepresenting the issue at hand.

  Outside of this complaint, it has been relayed on 4 separate occasions that this case will be resolved if / when the funds are returned. The shop attempting to create an appearance of trying to reach resolution is disingenuous. The shop has continuously  threatened to hold funds until this case is closed.

  Given their increasing lack of integrity and dishonesty, this case will remain open for however long it takes for the shop to return the funds. 

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

  Customer response

  03/25/2024

  Close case 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  BUYER BEWARE!!! In October 2023, I entered into what would ultimately become the absolute worse vehicle purchase I have ever made. In addition to the nightmare the vehicle AKA, Apocalypse 6X6 made by Soflo Jeeps literally cost more than 200K. Originally, I was in the market for the 2024 Hummer when I stumbled upon this vehicle on a ******* episode of the *************** show. After reaching out to the company excitement was in the air! I was told I would be able to view the progress of the vehicle during the build process which never happened. I was also told I would be able to design the vehicle exactly the way I wanted it. What I was NOT told is that once all the money I paid for the vehicle was collected I would have a poorly made vehicle shipped from Florida to ********** uncovered during the transportation process and a plethora of problems to include but not limited to being unable to drive the vehicle for almost three weeks due to a faulty radiator leak. If that weren't bad enough the following issues were also found with the vehicle. Rust on various parts of the vehicle exterior, a broken hood strut, a very badly scratched interior panel on the drivers side, a broken tachometer face plate, a step rail with the plastic liner coming apart, a scratched rear glass panel, a rusted corrosion metal panel underneath vehicle, pipe doors that were not shipped with the vehicle when it arrived, apocalypse 6x6 stickers for trunk rear glass panels, and cheap coil springs on the lift kit. The primary person I have been working with, ******, is the most unprofessional person in the automotive industry. Never replies in a timely manner, if at all. When a customer spends money in good faith the least a company can do is make sure their product meets or exceeds the demand. Quality control is apparently nonexistent at Soflo Jeeps and the way customers are treated once they have been paid should be criminal.

  Business response

  04/16/2024

  We are working with the client directly to resolve the issue at hand.

*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. ↩