ComplaintsforCar Factory Outlet

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i sent them money on 6/29/24 the deal fell through i was told on 7/3/24 i was getting a refund back on 7/6/24 i have been calling everyday now it is afternoon on 7/8/24 no information this is not right to take ******* and not refund it is wrong and should be a crime

  

  Business response

  07/09/2024

  Mr. ******, since the first moment I explained you that I'll be out of the office until today 7/9/2024, first thing in the morning I texted you to let you know that I was back in the office, and I will take care of the refund as promised. And an hour ago I spoke personally with you to confirmed you received the money in thew same form of the original payment. I consider this case closed

  Sincerely

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

  Customer response

  07/11/2024

   
  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

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Transmission failure .I been trying too get my 2021 Chevrolet Malibu repaired since December I bought the car in October and everyone I talked too lies. *** **********************. I was told too getca diagnostic which I did and cost me $278 now **** ask me who told u that which is ***. I have warranty and I might have too go too another level too get help. I been lied too over and over for months. Cam someone please help

  

  Business response

  07/16/2024

  Dear ******************, the service manager ******************, and yourself discussed the reason your warranty was voided. In regard to the $278 you said you paid for a diagnostic we will as a onetime curtesy refunded you once we receive a copy of receipt. Please email a copy of receipt to ********************************** to expedite the refund, thank you.   

  Customer response

  07/29/2024

   
  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,
  
  ***************************

  Customer response

  07/29/2024

  I sent the information too Mr. **** that was requested. Now I'm waiting  for  my refund 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car a 2016 land rover discovery sport from Car Factory Outlet in ********* in July 2022. As soon as I drove it home the check engine light came on. They have a 7 day return policy and a lifetime warranty. They didn't honor either of it. They claimed they fixed the issue but all they did was reset the light because it keeps coming on. Come to find out the car is a sport version and it the sport version needed to be changed and they wouldn't fix it. I had brought the car in a total of 5 times within the first 90 days and the only thing they did was replace the gear shift. The back paneling came off and they claimed they fixed it but it still wasn't fixed properly. The was leaking on through the roof on the drivers side still never fixed that. They Put the car on the computer and it stated that it needed a new crankshaft sensor. They stated they had to order it and never ordered or replaced it. When I went to follow-up they give you the run around and act like they don't know what your talking about. I demanded within the first 7 days that they take the car back and they wouldn't. This place should be shut down because they sell bad cars and claim they would fix anything wrong with it and/or you have a 7 day return policy and they don't honor that. They false advertise. I even asked them to exchange the car and put me in a different one. They said that the manager has to approve it. The manager would call me and tell me to come in and when I come in he would refuse to meet with me. I have left numerous ****** reviews stated my horrible experience and im hoping after this corporate and/or the owners get involved and make this situation right. I suggest no one ever ever buy a car from them. They will lie and say they are doing oil changes and when you take your car for an oil change somewhere else you can see that my filter looked like it was never changed for the life of the vehicle. I have documentation to validate my statements.

  

  Business response

  05/22/2024

  Dear ***********************, we read your concerns, we appreciate your business and have always served you very well, we are very surprised to see your complaint. In regard to our exchange policy yours expired approximately two years ago. We wish you the best, and if you would like to trade your vehicle in for another, please contact ***************************** our GM in our ***** location he will assist you and offer you a great deal. You can reach him at *********************, thank you.

  Customer response

  05/22/2024

   
  Complaint: 21745110
  
  I am rejecting this response because: For you to say that you all have taken care of me is absurb.  I haven't had the car for 2 years yet so how could it have expired two years ago.   I had left numerous complaints on your ****** review so i don't know why you are shocked.  July will be two years.  Therefore you need to follow through with your policy and fix the issues.  I will also be filling a complaint with Consumer Affairs and they gave me the information to file an even larger complaints with the division that handles dealerships.  I would never trade in a car with you all because you sell lemons purposely and don't stand by your policies.  Best believe I will see you all in court very soon.  
  
  Sincerely,
  
  *******************************

  Customer response

  05/22/2024

  As I review this response from the company I see that they state that the exchange policy expires 2 years after purchase.  That means I still have 2 months left.  I want you to correctly state the information and make arrangements for the exchange to occur.  I haven't had the car for 2 years therefore the exchange policy has not expired.  I have copied your response and retained for my records for legality reasons. 

  

  Business response

  06/05/2024

  Hello **** attached is the information requested for complaint # ********. The we owe form shows that we did not have anything pending for or from customer, and the recission agreement shows that that there was no exchange period. If you have any further questions, please do not hesitate to contact me, thank you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Waiting on deposit refund for three weeks They keep transferring me and one person after the other saying send an email The other said send your card picture And I did Still dont see a refund and they dont answer anymore

  

  Business response

  05/15/2024

  Dear ****************, your refund is being processed at no time has your refund been denied. The store manager spoke with you and advised you the refund will be return to the same credit card it was charged to, please allow 72 hours to have process completed, thank you.  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got this car from car factory February 22,2024 and ever since I baught this car they have repo the car multiple times and they constantly keep asking for money and keep coming to repo the car every week I dont know whats going on and now they just repo the car yesterday and just took 2500$ from me on the 18th this business is very unprofessional

  

  Business response

  04/03/2024

  Dear Ms. ****** We appreciate your business. The ** of the West Palm location informed me that you defaulted on your total down payment multiple times which is why your car was repossessed. As it stated in your contract that you signed if you default on any type of payment we have the right to reposes the vehicle. If you have any questions you can call the store and ask for the ** which is ******. Do not show up to the dealership since you have been given a restricted order from the police for all your threats to our employees. Thank you 

  Customer response

  04/03/2024

   
  Complaint: 21504993
  
  I am rejecting this response because:
  I have paid these people ***** my down payment was ***** I came out of my pocket with payment I have asked to speak to a manager on multiple occasions my car payment was not even due until the 15th of April they just came and took my car from me for no reason and this is not the first time I already have a pending law suit because they had someone come repossess my car and their **** truck driver pulled me over it was a scam from the beginning I called and the least they can have gave me was a refund I still have all the paper work and I have yet to breach the contract they show I have made the down payment of $***** plus the 500$ for when they repo my car the first time and the second time the **** truck driver asked me for 500$ so he can drop the car if I have done something to breach the contract he wouldve never offered me the option to pay him $500 to drop the car they took my money and I have been having the same problem with the car since I purchased it on February 22, 2024 and they wont respond or call me back or anything Im asking for a refund because they took my money and now Im out of a vechile the time before the police got involved they told me my car payment was due on the 15th of April and I never even got a chance to make my first payment before they took the car again , Then the car completely turned off on me 2 weeks after purchasing the vechile they kept the car over night and said it was due to a battery problem and I went to advanced auto and they put the car reader on and told me the problem and I kept bringing it to the attention of the employees there and they kept giving me the run around .
  Sincerely,
  
  ****************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership offers a 7 day return policy as well as a lifetime warranty. Within 24hrs of the purchase we had a check engine light. We had it checked with a computer and it said there was an issue with the timing. The dealership had us bring the vehicle in and said it was repaired. But the light turned on again. After he second time of the same. I requested returning the vehicle to change for another as advertised. Within the 7 days. I was told that they would no matter what fix the issue. I have currently dropped off the vehicle 5 time to just have the light clear with no actual repairs being done. This costs me time and money as they are 45 minutes away. They are currently not returning calls and apparently completely avoiding me. I have called from other numbers a get an answer but then told they will speak to the manager and call me back. Its been a week and 5 messages with no reply. This on top of the 5 drop offs over the past 2 months. IO understand I purchased a used vehicle but this dealership is not honoring what the advertise. And after reading the reviews they have a pattern of doing the same to many of their victims. I would like this on record in hope that they do not continue to take advantage of customers in what looks like a well practiced lie.

  

  Business response

  03/19/2024

  Dear Ms. ********* again we appreciate your business and your satisfaction is our priority which is very important to us. I apologize for any inconvenience you have had with us at Car Factory. I spoke with ****** the ** of ********* and he mentioned that our sales manager ********************* in West palm spoke to your husband offering ************ to go to your home to get repair done which you both declined the request. If you have any questions or doubt please feel free to call us at our ********* location and ask for ******. We are more then happy to help! Thank you!

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car because the dealership offered me a life time warranty. Now the transmission is broken and after 1 month and a half disputing my case, they want me to pay for labor. I submitted all maintenance documents required by the dealership.

  Customer response

  02/02/2024

  I would like to inform BBB that the issue with Car Factory Outlet have been satisfactory solved. They called me to let me know that they will cover all expenses regarding the transmission repair. The general manager took the case in his hands and helped me with the warranty company to solve the problem.

  I'm satisfied with the solution given to me by Car Factory. Thanks ??

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I went to car factory on the day that our car died on the road and we were really in need of a newer and reliable vehicle. We went there with a car in mind, a 2017 ************, and I even spoke on the phone with someone who works there about it but when we got there they had no idea what car I was talking about even after giving them the vin number and showing the car on their website. But they said they had a newer Malibu, a 2020, of course for more money. We test drove it and everything seemed to be fine so we decided to buy. By the time we finished everything they were closing and as we were driving home we started noticing a burning smell and a noise when we reached higher speeds. The engine light came on 2 days later. So we took it to a local mechanic and he said that the car had a pretty bad oil leak but couldnt tell exactly where it was coming from and it needed new struts. I called the dealer and they said to take to any place that accepted warranties. So I found a place and had to take it there twice ( the second time we had to leave it there because the breaks froze up) and I was without a car for more than 2 weeks, missed several days of work, and in the end the warranty didnt cover ANYTHING. I paid hundreds of dollars and that was just to get the car driveable again but it still has problems that need to be fixed. Oh and did I mention that when the shop first called the warranty to get approval the warranty company said they never received the funds from the dealer. So I had to call and DEMAND them to tell me why they hadnt paid the warranty and they gave some dumb excuse about how the deal hadnt completely finished yet which is not true because we had already received our account with the bank and had a bill waiting. I told them I wanted to return the car but they said that we couldnt return under any circumstances because they sell all vehicles as is ************ does have a lemon law and I want either the car fixed or my money bac

  

  Business response

  02/14/2024

  Dear **************, we appreciate your business, and your satisfaction is our priority, and very important to us, we reviewed your complaint, the ** of the ********* location where you purchased your vehicle went over your warranty, and options with you, please contact ************************* at same location to set an appointment. He will once again go over any questions you may still have, and work on assisting in finding the best resolution. We look forward to hearing from thank you.     

  Customer response

  02/14/2024

   
  Complaint: 21162203
  
  I am rejecting this response because: first of all, your manager ****** said that all of your vehicles are certified but that cant be true because if it was then you would have known about the problems the car has when you sold it to me and according to the law you need to make the purchaser aware of those problems before selling to them. The warranty company refused to pay anything. I have spent almost $3000 in repairs and that is not acceptable. Also, I still havent received the registration for this car. It doesnt take 3 months to register a car so wheres my registration? Everything about this company seems shady and fraudulent. I want the money back that *** spent to fix the car because you failed to tell me about the problems and refused to allow me to return the car and I want the vehicle registration
  Sincerely,
  
  *********************

  

  Business response

  03/19/2024

  Dear **************, again we appreciate your business and your satisfaction is our priority which is very important to us. The ** of the West Palm location informed me that you already received your tag and registration. ****** along with his finance managers explained to you the type of warranty coverage you have since the used cars we sell are as-is per your contract. We don't sell Lemon title cars. All our cars are clean title cars. You can reach ****** at the west palm location to address any other needs. Thank you! 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The dealership used predatory and fraudulent tactics to sell me a vehicle. When I advised them of this and wanted the deal unwound they kept my down payment.

  

  Business response

  11/14/2023

  **************** purchased a vehicle from our dealership and drove it for over a month at the time having a balance owed he owed the dealership to pay by on a specific date in which he did not our office was in contact with him to collect and **************** did not comply and stated he no longer pay and was going to leave the vehicle at dealership. We explained that he would be in default of his contractual obligation with the hence forfeiting any monies paid he stated he did not care. If he would like to discuss the matter any further he is welcome to contact me during office hours. Thank you .

  Customer response

  11/15/2023

   
  Complaint: 20864218
  
  I am rejecting this response because:

  The vehicle was returned within 2 weeks, and was returned due to the deceptive practices of management. I spoke my concerns multiple times, and was advised I had to come in. When I came in they refused to make it right. In the **************** you are only liable for damages due to a deal not funding, not all funds. Please return my monies at once. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealer sold me a car with different vin number to the one a actually have, they give the car and told me to come later with my wife so she was able to sign as a co-owner, when I realized that was a different vin number i came back just to find out that they had send my info to the bank with forged signatures form my wife from an older deal, she didn't even was present when i got this car, after this they went back to the older deal and give me back the old car, 5 months latter i found out that the car had an vin/lien issue too, and that they weren't able to give me my license tag, (yes. I was driving with temporary tags for 5 months) the bank say that they have to give me another car, and they say that the issue is with the bank, in the meantime i'm in the middle paying for a car that i can't use.

  

  Business response

  11/18/2023

  ****************** purchased a vehicle which he later requested to exchange, we were giving him the courtesy to do so ,and then later he decided to stay with the original purchase, he ,and his wife are under contract with the original purchased vehicle which is also registered in their names. He is absolutely mistaken in his allegation. If he has any further questions or in need of assistance he is welcomed to contact our office.    

*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. ↩