Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/31/2025

  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 car from Carrio Motors back in December 2024. They initially did not even send me a temporary tag to us along with the vehicle which they had promised. After many calls they sent me a temporary tag for until some date in February 2025. I have been asking them for the tag/ title application details since 3 months so that I can apply for a tag but they only keep saying that they dont have the title yet and will let me know soon. I am unable to drive the car without a tag and every time I call them they have no clue about the title and they only tell me they dont have the title yet and dont know when they will get it. It is weird to sell a vehicle and still not have the title to send it to the new owner. At the time of purchase they promised that they will send me the title and tag application within a week. Its been 3 months and I havent got it. This is very unprofessional for a car dealership to do that.

  Business Response

  Date: 03/31/2025

  Hello,

   

  can you please provide year make model and vin number of the vehicle you purchased so we can look into your title request.

   

  thank you,

  carrio motor cars team 

• Initial Complaint

  Date:01/06/2025

  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.

  My name is ***** ******* *******, and I am writing to address the illegal repossession of my vehicle by VA Leasing on October 25, 2024. I purchased the vehicle from Carrio Motorcars on January 29, 2024, financing it through **********. I made a down payment of $77,000, which was all my savings, and have consistently paid my monthly payment of $3,865.91 on time while maintaining my ************ Leasing failed to adhere to Florida's legal requirements for vehicle repossession, including:1. Notice of Intent: The lender did not provide me a notice detailing the reasons for repossession or a timeframe to rectify the situation.2. Written Notice: The lender did not issue a written notice of repossession within the mandated 45-day period.3. My vehicle has been repossessed, and the creditor failed to inform me regarding its future disposition. Consequently, I was deprived of my right to demand the vehicle to be sold if the ********** intended to retain it. Additionally, I have not received notification of any sale conducted by VA Leasing, leaving me unaware of whether I possess a positive or negative balance following the repossession. These omissions constitute a clear violation of my rights under Florida law.After the repossession, I visited VA **************** seeking an explanation. I was treated disrespectfully, and no clear justification for the repossession was given.

  Business Response

  Date: 01/21/2025

  Hello,

  This looks like you were repod by the bank you had a loan through. This has nothing to do with us as a dealer. We did not repo the vehicle.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22777271
  
  I am rejecting this response because:
  
  I am reaching out because this situation needs to be addressed immediately. I purchased my vehicle from your dealership based on trust, and it was you who recommended VA Leasing. Now, after what has happened, I cant ignore the fact that you knowingly directed me to a company that engages in predatory and unethical practices.
  When I visited VA Leasing after they repossessed my vehicle, I personally ***** ***** Carrio on the phone with ******* ***** (Owner of the VA Leasing), actively planning to purchase my repossessed car. This isnt just a coincidenceits clear that there is an ongoing scheme designed to take advantage of customers like myself.
  I will not let this slide. Either this situation gets fixed, or I get another vehicle. Given your close ties with VA Leasing, I expect you to step up and do something about this. I trusted your recommendation, and now I expect you to take responsibility and help resolve this mess.
  Let me know how you plan to fix thisimmediately. I look forward to your response.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/03/2025

  We simply do not plan repos with banks we are completely separate companies. Please contact the bank that repod your vehicle.

   

   

  thank you,

  carrio motor cars team 

• Initial Complaint

  Date:09/23/2024

  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.

  Hello I inquired about a 2022 *************. AMG SL 55 on June 17th 2024. The sales ***resentative I was in contact with was names ***** (not sure if I spelt that correctly) his phone number is *****************. I was then directed to ******* the finance manager of ********************* who helped fund the deal with ****************** as the lienholder. During the deal there was issues with their computers being down in which made the deal take longer than expected. There then was an issue with timeline of getting the car shipped to me. I was told this shipping was included in the deal, which wasnt and I had to pay an additional $1800 to get it shipped to me. On July 6th the car was being shipped and it arrived on the 8th with low fuel. I traveled out of the country from July 10th to the 19th. Therefor the car was not driven. Once I was back on the 20th I drove to car a little bit but due to a lot of rain and it being a convertible I really didnt drive it much. On July 31st the car starting having issues. A bunch of lights came on in the dash including the check engine light and the car went in limp mode preventing me to drive past 20 miles an hour. I had then contacted a ******** dealership near me and got it towed there. I then contacted the sales *** and dealership I bought it from about this issue. Carrio Motor Cars has does everything in their power to ignore my phone calls. Ive been placed on hold, hung up on and told a manager would call me back and never did. Upon inspection theres been issues with the transmission and signs of corrosion which is due to water damage. There was also issues with the break system. This car has been barely driven a few hundred miles since its been in my possession and has been nothing but a headache. I no longer want this car and want my down payment of $26,000 back. I hope this dealership can help me. I have call logs and plenty of documentation to start a case.

  Business Response

  Date: 09/25/2024

  This vehicle had no issues when it left the store. The car sounds like it was left outside with the top down and got rained into once it was delivered and left outside for the 9 days you were gone. Nobody ignores phone calls, you are welcome to reach out to ******* ************.

   

  thank you,

  The Carrio Team 

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22324356
  
  I am rejecting this response because: its funny that your assumption of it having the top down and water had gotten in, is false. The car was delivered to me with corrosion that doesnt happen in a short time frame, according to the service manager at ******** in *************. Ive tried calling numerous times, to be placed on hold and hung up on, told a manager is always busy with a customer and would call me back and never would, then Ive also left voicemails trying to reach a manager or owner. If I can not resolve this issue of the car having issues after driving it 300 miles then Ill have no choice but to file suit. All I want is to get rid of this stupid car and to have my 26k down payment back. Imagine buying a car thats around 115k and then you put a hefty amount down, to then find out the car has issues. Its frustrating and the damages of the stress its caused is unbelievable. I hope youre able to help. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/30/2024

  We know the previous owner of this vehicle and confirmed the vehicle had no water damage prior to us receiving, as well as while it was in our possession. We have also checked our records and this vehicle was sold wholesale to a dealership. Please reach out to ******* for any questions ************.

   

  thank you,

  The Carrio Team 

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22324356
  
  I am rejecting this response because:
  I tried contacting ******* last week with a voicemail box full. Please give me a call so I can discuss options on what to do with this car as I no longer want it. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/01/2024

  Once again, this vehicle had no water damage  prior to delivery. It sounds like it was bad weather by you and the top may have been left down. If you would like to possibly trade the vehicle in please contact ******* ************.

   

  Thank you,

  The Carrio Team 

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22324356
  
  I am rejecting this response because once again as mentioned Mercedes technicians reported signs of corrosion of water damage. Your assumption is ******** and youre coming up with things that do not make any sense. I can send you the report AGAIN stating the damage is from long term exposure that created bigger problems for this vehicle. I am located in ** and you are in **, how do you expect me to trade this vehicle in? I also want to ensure that I can at least I can get my loan paid off and down payment of 26k back. 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/01/2024

  The vehicle had no water damaged issues. Please contact the store and ask for ******* to see how we can help assist you with possibly trading the vehicle in ************.

   

  Thank you,

  The Carrio Team 

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22324356

  
  I am rejecting this response because your dealership has yet to help me when Ive called numerous times. No way am I trading this vehicle in for another one on your lot for another issue to occur. You should be buying this car back and fix it yourself since it arrived like this. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2016 Mclaren 570S from these guys. The dealer said the car was good to go and needed nothing, (the saIesman even sent pics and videos). I worked with the dealer and the process was smooth and pleasant, until I took delivery of the car. Before I even left the dealership, the car blew a coolant hose, puking coolant everywhere. It was towed to a shop to have that fixed. On the way home, I noticed the brakes grinding, radio/hvac controls inoperative, and Key not recognized light is on. I texted the salesman on the way home with no response. I called the next day and did get a reponse suggesting possibly trading into another Mclaren they had. This was agreeable to me, but they had no further response after many text messages/phone calls. Fast forward a week and the car dies. It needs $10k worth of work (starter, water pump, caliper bolts that were missing, Wheel lug bolts, and misc gaskets and clamps).

  Business Response

  Date: 09/12/2024

  This is all simply not true. You purchased a *** on the vehicle as well prior to buying it. You were okay with vehicle when you bought it, if any issues take it up with the *** place.

• Initial Complaint

  Date:08/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2020 mclaren 600lt. I was told it had no check engine lights or faults. It needed a coolant recall done and I knew that.when it arrived the check engine light was on. I had recall done at Motorcars *******. While at Motorcars Atlanta they found a stored cleared code and check engine light for fuel pressure being low. They also noted the car had a tune. It then failed emissions due to check engine light but also due to no cats/o2 sensors and evap leak. None of that was disclosed. The car was sold to me and is essentially illegal to drive in *******, the state I live in. Its been in the shop since the day it arrived trying to diagnose the fuel fault and it turns out its likely the ecu that needs replaced and needs a new tune because it has no cats. I was told the car was functioning properly upon purchase which turns out to be false and is not drivable in my state. Whats worse is the communication and that nobody will help me.

  Business Response

  Date: 08/03/2024

  Hello,

  This vehicle was sold as described as well provided with an in writing form that you signed as to its condition. Also, you have not called us about any issues.. please feel free to call us directly ************ and ask for *******.

   

  Thank you,

  Carrio Motor Cars Team 

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22086820
  
  I am rejecting this response because:

  I have called countless times about this manner and texted ******* without even a response since the car was purchased.

  yes the car was purchased as is but deleting a check engine code and covering it up so that not appropriate and is lying about the cars condition. 

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

  Business Response

  Date: 08/08/2024

  This is a serious allegation and not true nobody covered any lights. You purchased a high mileage McLaren as one of the cheapest deals around. We have gone over all communication as well as paperwork. We even sent the vehicle to ******* for you. Once again you can reach out to ********************** ************.

   

  Thank you,

  Carrio Motor Cars

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business.

  I have gotten a hold of the company personally and we have come to resolution
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/18/2024

  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.

  This place is the most unprofessional the most shady staff and management They sold me a car That they lied about everything in this car They send me a photoshop photo and blurry video to hide the details of the car They claim the car was in perfect condition when the reality had over 20 dents and scratches and back up camera not working the wing dont up the convertible top dont open and claw properly They claim the car never been in accident but after the dealer inspection the car been in probably multiple accidents not and they lied about that then the manger promised to work with me and try resolving this issue But it was just a lie Because is been 3 month they keep giving me the run around and ignoring the issue and claiming they will take care of the issue They havent even send me the title of the car after they have received the full amount of the car in full 3 months ago The worst of the worst and now they forcing me to take a legal action in courts against them Instead making things easy and just take care of this issue But i guess they like to do things the hard way And scam people the most disrespectful disgusting experience I ever had in my life Buying a car that should of been an exiting experience But they really put a bad taste in my whole experience I cant even drive or insure the car till now Because they refuse to send me my tiltle These scum bags liars

  Business Response

  Date: 08/13/2024

  Hello ***,

   

  I am sorry that you are this frustrated. We have explained to you on numerous conversations that the title had a signature issue on it and we are waiting to get it corrected. We had worked out the few thousand dollars back you asked for due to the *** dings. We are staying on top of the title issue to have it resolved asap.

   

  thank you,

  The Carrio Team

• Initial Complaint

  Date:07/18/2024

  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 originally found an ad for the vehicle on ******** marketplace. The car was listed at the same price on ******** as well as their website. I met the salesman who listed the car at the dealership at which point I decided to purchase the vehicle through their financing. After getting through, the documents and purchasing the vehicle I later realize that they charged me $10,000 more for the vehicle than what they advertised it as. Trying to get in contact with them numerous times including the salesman and the dealership they have not responded. This is a clear case Of trying to ignore the issue by ignoring me. The new price was never discussed, nor was it told to me differently. We always had communication regarding how much was owed and the price of the vehicle. They had three of the same vehicles all listed at the same price. There was no reason to charge me more.

  Business Response

  Date: 07/18/2024

  Hello *****,

  We do not have any record of contact please give us a cal at ************ and ask for ******* or ****. All the signed documents I have viewed and it seems the price is matching. Please reach out so we can help clarify any questions.

  Thank You,

  ***** Carrio

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22010879
  
  I am rejecting this response because:

   

  It is not the same,  your cars, all three Maserati mc20s were advertised at ****** and my document says the vehicle price is 179998. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/19/2024

  Hello *****,

  the paperwork all shows the same numbers and your signature on it from a few months ago. We dont just make up numbers, please reach out to the store and ask for *******/**** so they can help clarify. 
  

  thank you! 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 22010879
  
  I am rejecting this response because:
  
  

  The dealership is making me aware of a lender fee of $10,000 that is added to the price of the vehicle upon purchase. Which I shouldve been made aware of before leaving a deposit or when deciding on a payment option such as financing through a lender or paying in cash. They are telling me they disclosed this at the end of the transaction by saying theres a bank fee after giving them money but is clearly not outlined in any of the agreements and is just bad business. Because of this lack of transparency I ended up leaving a nonrefundable deposit and wire transferring $70,000 for a down payment before being told or mentioned that there was a 10000$ fee added from the lender which is no small amount.

   

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

• Initial Complaint

  Date:06/08/2024

  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.

  I purchased a car from this establishment and at the moment of the purchase they claimed the car was almost brand new considering was 2022 with only 1800 miles no scratches or dents or damage or any mechanical issues They had showed me photo shop photos showing the car from far away so the small details dont show After the car arrived to me i immediately found out over 30 scratches and dents and mechanical issues some ripped seat and convertible top also there was unexplained charges The car was in a poor condition I try contact the dealership manager but they been ignoring me and avoiding resolving this issue

  Business Response

  Date: 06/08/2024

  Hello,

  Nobody Photo shops any photos first statement is a false lie. Secondly, we have attempted to work with you but the vehicle has PDR dings and a few scratches we were happy to help with but you sent us a $22,000 bill replacing all panels which is not what the car needs. If you would like to bring it back we can help you get it fixed.

• Initial Complaint

  Date:05/02/2024

  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.

  The car is garbage I only drove it home its been in my garage every since I purchased this Bentley online big mistake the keys wont unlock the door, the trunk wont open from the keypad u have to manually open the trunk the speakers are distorted , needs brakes and rotors, tire pressure sensors are off and when the car is turned off the air shocks lean to the side on the driver side . I took it to a mechanic he stated the car had been wrecked and it had body damage the reason for the trunk not open. Carrio motors will not rectify the situation they just basically told me I had been screwed they wouldnt even give any of my money back to fix the vehicle I called to speak to the sales manager they told me he was hiding in his office and would not get on the phone and then a guy by the names of ****** told me good luck trying to get my money back they shipped the car to me in ****** I literally went to pick it up and seen everything that was wrong reached out the very next day telling them I wanted to return the car and I wanted my money back because there was a lot wrong with the car and they refused to rectify the situation.

  Business Response

  Date: 05/02/2024

  Our sales manager has spoken with you numerous times. The vehicle is 9 years old and is in excellent condition. The complaints were the trunk not opening properly sometimes and the key fob. We have offered compensation towards these two minor issues. 

• Initial Complaint

  Date:04/01/2024

  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 purchased a vehicle from Carrio motors and within 2 days the engine alerts came on and the vehicle needed to go to the mechanic. When I took the vehicle to a certified ram dealer they said my engine was ruined and needed to be replaced. They took pictures of the engine and showed that it had major amounts of sludge in the filter. When I called Carrio back they said I was out of luck and they do not take vehicles back.

  Business Response

  Date: 04/02/2024

  Hello,
  

  The facts are not being disclosed. The vehicle was sold as is how is where is and you signed additional forms in regards to purchasing the vehicle the way it was. You came in person test drove the vehicle and drove it off the lot. 5 year old higher mileage truck comes with no guarantee. Nobody mislead or mis described the vehicle to you as you picked it up in person yourself. We have all signed proper documentation and this is becoming slander. We will escalate if this persists as we are a large luxury, and exotic dealer. We gave you a great deal on an older used truck under $30,000 as is how is where is.