Complaints

This profile includes complaints for Car Factory Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Factory Outlet

  709 NW 42nd Ave Miami, FL 33126-5523

  
• 

  Car Factory Outlet

  3520 S Military Trl Lake Worth, FL 33463-3426

  
• 

  Car Factory Outlet

  3635 NW 7th St Miami, FL 33125-4017

  
• 

  Car Factory Outlet

  5200 S State Road 7 Davie, FL 33314-6402

  

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:04/21/2025

  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.

  Thursday April 17th 2025 at 10am we spoke to a sales representative about vehicle stock # ***** VIN # ***************** just listed on ********. They did not have the vehicle from the delivery truck yet. The next day at 7:30pm, April 18th 2025 we set an appointment for April 21st 2025 to buy the vehicle. Unfortunately, as we showed up to Car Factory Outlet Hollywood (******************* - Location) -- after driving three hours -- and they sold the vehicle before we showed up! It was actually siting there with a temporary tag on it... Prior to this, we specifically told them multiple times we would gladly put down a deposit - as we were going to drive 3 hours - and they continued to assure us that's not necessary. In fact, they would not send the information to put a deposit down and again said the appointment locks in the vehicle so no one else could buy it. We would like to be paid the gas money and time wasted taking this trip - $120.04 for gas and $360 for 6 hours of lost time - $30 an hour per person at 2 people. Total requested to collect due to Poor As Business Practices - $480.02

  

  Business Response

  Date: 04/22/2025

  Dear Mr. ************ sincerely apologize for the inconvenience you experienced regarding the vehicle you were interested in. I completely understand your frustration after driving three hours only to find that the vehicle had already been sold, despite prior assurances. I also recognize that you requested to put down a deposit in advance, and I regret that we were unable to accommodate that request.
  As you can appreciate, when a vehicle arrives at Car Factory Outlet, it must go through a thorough service process to ensure it meets our high standards before its made available for sale. This is an important step to ensure that we only offer vehicles that meet our quality expectations and that we would confidently drive ourselves.
  Regarding our no-deposit policy, we make it a point not to accept deposits because we have experienced situations where customers change their minds, leading to a vehicle being reserved unnecessarily. This can result in frustration for other interested buyers who cannot get answers while waiting for the initial customers decision. We strive to keep things as fair and transparent as possible for everyone involved.
  To make this right, I would be more than happy to help you find another van that fits your specifications. In addition, I would like to offer you a $500 discount on the vehicle price, which would be a lower price than offered to other customers.
  Once again, I sincerely apologize for any inconvenience this situation may have caused and hope that we can work together to find a solution that meets your needs. Please dont hesitate to contact me directly if you have any further questions or concerns.
  Thank you for your understanding.
  Best regards,
  **** ********
  General Manager
  Car Factory Outlet Hollywood

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23233457
  
  I am rejecting this response because: You are now stating that you do not take deposits... Why then, when we stood in the managers office to express our frustrations, he told us "because you did not put a deposit down we could not hold the vehicle?" I would suggest getting with the manager at the ***************** store and question why he stated a deposit should have been put down? Let's get back to the opportunity your company now has in potentially doing the right thing. We have text messages from your company confirming this specific vehicle will not be sold until after our appointment was set Monday 12:00pm. We have phone records proving, we called you first thing in the morning confirming the 3 hour drive and the vehicle was still there. This all was another lie. We would like to be paid our losses for your company's negligence and extremely poor as business practices. If this matter cannot be settled here through BBB we will consider taking this issue with a small claims court judge. Your company should never under any circumstance agree to hold a vehicle, only to sell it before they show, especially when they are taking off work and spending money in gas traveling.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/24/2025

  Dear Mr. ************ sincerely apologize for any inconvenience this may have caused. To assist you, what I can offer is a $500 discount off the purchase price or a $500 rebate toward your down payment, whichever option is most suitable for you.
  Thank you for your understanding.
  Best regards,
  **** ********

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23233457
  
  I am rejecting this response because it is far from reasonable. Why would I spend another $500 to set up an "appointment" with you which has no guarantee, just to get $500 off another random vehicle? How is that a deal to me, I would be out $1000? Did you forget, you sold the vehicle right before I showed up after driving almost three hours? I am out the money due to your Poor As Business Practices and would never spend 1 ***** with Car Factory Outlet. What is more reasonable is for Car Factory Outlet to sent a check in the mail.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:04/14/2025

  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 am filing a formal complaint against Car Factory Outlet in *********, **, for deceptive sales practices, misrepresentation of warranty, and failure to address critical mechanical and safety defects with a 2019 *** purchased from them. This complaint is being submitted in coordination with complaints filed with the FL Attorney General and FLHSMV. 1. Delivery **************** Issues:The vehicle was delivered one week late despite daily calls for updates. Upon arrival, the car had severe issues:Brakes screech in reverse.Steptronic transmission does not work.Traction control and auto start/stop are **************** positioning is stuck, making the car undriveable.Driver Restraint System Defective ************ heaters do not function.2. Warranty Misrepresentation:The dealership misrepresented the warranty, which was promised to cover repairs. When I sought help for these defects, I was told no warranty existed, despite their initial assurances.3. Unacceptable Solutions:Their only offer was either to drive the vehicle five hours back to them or accept $100 to repair it locally neither of which were reasonable given the severity of the defects.4. Financial Hardship:I purchased the vehicle as a primary source of income, but now I am unable to work because the car is unsafe and undriveable.5. Unethical Sales Practices:This dealerships actions represent clear fraudulent sales practices, misrepresentation of vehicle condition, and failure to provide promised services.?Desired Resolution:I request a full refund, a replacement vehicle, or immediate, full repairs at no cost. I also request reimbursement for expenses and enforcement of the promised warranty.

  

  Business Response

  Date: 04/15/2025

  Dear *******,
  We appreciate your feedback and the opportunity to respond to your concerns regarding the 2019 *** purchased from Car Factory Outlet.
  First and foremost, we would like to clarify that the vehicle was delivered to you in perfect working condition and you purchased the vehicle AS-IS. During our initial communications following delivery, you mentioned some difficulty engaging the vehicles sport/manual mode. However, you also acknowledged that the vehicle otherwise drove and functioned perfectly.
  In response to your concern regarding manual mode, we offered three reasonable solutions, all aimed at assisting you promptly and fairly:
  1. Multiple service appointments were scheduled for you to bring the vehicle to us in person. Unfortunately, you did not attend any of those appointments.
  2. We proposed covering the cost of shipping the vehicle to us, having it inspected and addressed by one of our trusted local shops, and then returning it to you at no additional cost.
  3. We also extended the option for you to take the vehicle to a local shop of your choice, with our commitment to cover a diagnostic fee up to $300.
  At the conclusion of our discussion, you stated that you preferred to pursue the third option and would follow up with a local shop. However, much like the missed service appointments, we did not receive any further communication from you.
  Regarding the warranty concern: as stated in the paperwork you provided and the documents you signed at purchase, there was no service warranty included. Instead, you opted to purchase GAP Insurance and a Tire & Wheel Service Contract. At the time of finalizing the deal, you requested a lower monthly payment. Our Business Manager clearly explained that to achieve that lower payment, the service warranty would need to be removed, which you agreed to and signed for accordingly.
  As for the timing of the vehicle delivery, the delay was due to us awaiting documentation from you before we could finalize the deal and arrange for shipping. This delay was not caused by any inaction on our part.
  Lastly, we take issue with your claim of unethical sales practices. Car Factory Outlet has proudly served the community for over 30 years, and our continued success is built on honesty, transparency, and customer service. The vehicle you purchased is fully functional and drivable. While we understand your desire for the manual/sport feature to operate more conveniently, this is not a defect but a preference and again, we provided multiple solutions to assist you, despite this concern not being part of the vehicle's sales agreement.
  We remain committed to helping where we can, within reason, and we stand behind the integrity of this transaction.
  Sincerely,
  **** ********
  General Manager 
  Car Factory Outlet Hollywood
  
  
  

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23200101
  
  I am rejecting this response because:

   I categorically reject their claims and am not satisfied with their response. Their narrative misrepresents the facts and omits critical information.
  
  Vehicle Condition at Delivery
  The vehicle was not delivered in perfect working condition. From the moment I received it:
  
  The brakes screeched loudly in reverse.
  I was provided with the wrong key.
  The steptronic transmission has never functioned.
  Traction control, seat heaters, and the auto start/stop system do not work.
  The seat adjustment system failed entirely, and now I cannot drive the vehicle.
  The car displays a Driver Restraint System Defective warning, which is a critical safety issue.
  
  Their Solutions Were Not Viable
  Their proposed solutions were either:
  
  Driving the defective car five hours back to them (unsafe and unreasonable).
  Accepting $100 or $300 for diagnosticsa fraction of what any repair would cost.
  Shipping the vehicle to them, which they offered only once after I had already said I was uncomfortable with the idea and would prefer a local solution.
  
  At no point did they guarantee they would actually repair the issues. Their language was vague and noncommittal.
  
  Warranty Misrepresentation
  I was explicitly told at the time of sale that the car included a comprehensive warranty, which was a key factor in my purchase. I was never informed that removing it was required for a lower payment, and I was never provided with a revised contract showing its removal. If that was done without my knowledge or clarity, it is deceptive and unethical.
  Delivery Delay Was Not My Fault
  The car was delivered a full week late, despite my calling daily for updates. They now claim this was due to missing paperwork from me that is not true. I was in constant communication with their representatives and did everything that was asked of me promptly.
  Vehicle Is Undrivable
  The car is currently undrivable, which defeats the purpose of the purchase. I bought the vehicle in order to get to work and earn a living. I can do neither due to its current condition.
  Misleading Statement of Condition
  Their statement that the vehicle is fully functional and drivable is provably false. If I cannot move the seat to reach the pedals or see over the dashboard, how is that drivable?
  
  Requested Resolution
  I am requesting:
  
  A full refund or a replacement vehicle in safe, working condition.
  Or that all mechanical and electrical issues be repaired at their expense at a local certified ******************* including:
  
  Brakes
  Steptronic transmission
  Traction control
  Seat adjustment system
  Auto start/stop function
  Driver Restraint System
  Seat heaters
  
  This response is submitted in good faith and backed by records, photos, and professional diagnostics, which I am prepared to provide upon request.
  
  
  Sincerely,
  
  ******* **********

  Customer Answer

  Date: 04/15/2025

  Subject: Formal Notice of Escalating Consumer Action Car Factory Outlet
  
  Dear Mr. ********************* response to my BBB complaint was not only dismissive, but further confirms the pattern of misrepresentation and failure to deliver on basic responsibilities that Ive experienced since purchasing the vehicle from Car Factory Outlet.
  
  Let me be clear: I am no longer the only party involved.
  
  Multiple formal complaints have been filed with the following agencies:
  
  Florida Attorney General
  *******************************************************
  *******************************************************
  ************************ (***)
  ************************************ (****)
  Better Business Bureau
  
  Each agency has received detailed documentation of the vehicles defects, your dealerships promises regarding a warranty, the failure of the Steptronic transmission, non-functional safety features, and the unethical handling of the transaction.
  
  Your attempt to frame this situation as a simple customer misunderstanding is both inaccurate and irresponsible. This is not a dispute over a missing feature this is about a car that is undrivable, a warranty that was promised but not honored, and a dealership that chose to ignore escalating safety and mechanical issues.
  
  I strongly advise your team to consider a reasonable and immediate resolution one that includes a full vehicle repair at your expense or refund, and written acknowledgment of the failures involved.
  
  The longer this is drawn out, the more exposure your dealership faces. I have no intention of letting this go, and I have every intention of ensuring that regulators, media, and future customers are fully aware of what has transpired here.
  
  Sincerely,
  ******* **********
  

  Customer Answer

  Date: 04/28/2025

  So they just get to get away with selling me an undrivable car?

• Initial Complaint

  Date:04/10/2025

  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.

  On or around March 10 2025 I responded to an add on offer up for a vehicle listed for sale by the business the car factory. Car was advertised as $995 down and payments for 149 per month. I found this hard to believe so after contacting car factory via phone and confirming advertising was correct I took a screenshot and went to purchase car. Of course when I got there I was told I needed more money down , $2000 down and car payments would be around $350 per month. This was after looking at several cars. I advised dealer , ****** and his manager, *** of the offer up add so they decided they would work something out for me. *** mentioned giving me a check to make up the difference in monthly payments because I told him I am on a fixed income, I am disabled and cannot afford more than $150 per month car payments. Upon test driving final vehicle i advised ****** that there is something off with the steering and he assured me they would fix it. I asked for this in writing but never received it. I brought car back at least 4 or 5 times in less than one month of having it for them to fix this issue. Each time it would drive ok for a day or so then steering would be off again. The final time I brought car back I was hopeful that issue was fixed. This was on Monday April 7th 2025 as I had to leave town immediately because my 95 year old father is not doing well. I picked car up on Monday evening and packed and left for *********** on Tuesday April 8th. Upon entering the state of ******* I had a warning light that tire pressure was low. I stopped at the nearest gas station to check tire pressure and this is when I was in both shock and awe and feared for my life on the road. All four tires had different air pressure. One tire had 19psi, *****, 21psi and *****. This was odd but how else could they make cat appear to steer correctly without actually fixing the problem? Uneven air distribution. I spoke with them and they said they have done all they can do for me.

  

  Business Response

  Date: 04/11/2025

  Good morning *** ******, 

  I spoke to the ** ****** from our WPB location where you purchased the vehicle. If you review your contract we sold you as-is but we still took the entitative to get the service done for you. If you have any questions or doubts you can call the ** directly at *********************. Thank you 

  Customer Answer

  Date: 04/13/2025

  Hello. I received response from business and attempted to contact General manager at number provided. Woman transferred me as requested to a non working mailbox. I attempted several more calls and was hung up on. Finally someone picked up without answering, transferred me again and finally a man identifying himself as **** answered and defended the in professionalism of individual answering business phone. **** was not helpful in resolving my issue. I asked him about a check that was promised to help with six months of payments that business promised. He told me they would have check processed and mailed to me next week which is unacceptable because this was a promise which would help me according to salesmanCarlos and his manager *** with my monthly payments. They were told in no uncertain terms that I could only afford $150 monthly payments which is why they promised that this check would be to help with payments. My 1st patos already past due and Ive tried and been told from day one that check will be here next week. They also stated they have done all they are going to do to fix the alignment issue with this vehicle. Made made vain attempts to correct this and I was verbally promised by ****** on my initial test drive that this would be fixed. They had me bring car back at least 4 or 5 times and had me sitting around in the hot sun for hours on my mobility scooter as I am disabled, while they pretended to fix alignment issue. This has not been fixed. This car is a death trap and they used business tactics to lie and prolong time until my payments became due. I do not want this burden. They are liars. I do not have buyers remorse. I was just sold a vehicle that they knew had alignment issues and they never had any intention of fixing. 

  Customer Answer

  Date: 04/13/2025

  Hello. I received response from business and attempted to contact General manager at number provided. Woman transferred me as requested to a non working mailbox. I attempted several more calls and was hung up on. Finally someone picked up without answering, transferred me again and finally a man identifying himself as **** answered and defended the in professionalism of individual answering business phone. **** was not helpful in resolving my issue. I asked him about a check that was promised to help with six months of payments that business promised. He told me they would have check processed and mailed to me next week which is unacceptable because this was a promise which would help me according to salesmanCarlos and his manager *** with my monthly payments. They were told in no uncertain terms that I could only afford $150 monthly payments which is why they promised that this check would be to help with payments. My 1st patos already past due and Ive tried and been told from day one that check will be here next week. They also stated they have done all they are going to do to fix the alignment issue with this vehicle. Made made vain attempts to correct this and I was verbally promised by ****** on my initial test drive that this would be fixed. They had me bring car back at least 4 or 5 times and had me sitting around in the hot sun for hours on my mobility scooter as I am disabled, while they pretended to fix alignment issue. This has not been fixed. This car is a death trap and they used business tactics to lie and prolong time until my payments became due. I do not want this burden. They are liars. I do not have buyers remorse. I was just sold a vehicle that they knew had alignment issues and they never had any intention of fixing. 

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23187977
  
  I am rejecting this response because:
  The business responded with a call back number for general manager but person answering phone transferred me to a non working voicemail box. After several more attempts the receptionist hung up on me then finally simply picked up and transferred me to someone named **** who told me they have done all they are going to do to help me. ****** and *** promised alignment issue would be fixed upon my initial test drive where issue was noticed. They had me bring vehicle back no less than 5 times and had me sitting in hot ******* sun for hours on my mobility scooter as I am disabled, while they gave car to mechanic who did nothing it seems except decrease tire pressure to make car pull less to the left. Cars alignment has never been corrected. I also asked **** about this so called $600 check promised by manager *** to offset monthly payments for me because they were told in no uncertain terms that I can only afford $150 per month payments. They have promised this check would be in the mail next week from onset of agreement. Next week will not do as my first car pay is past due. **** advised me to trade car and pay a new down payment. This is a joke. Salesman illegal tactics to lure unsuspecting vulnerable patrons into unsavory car contracts to get a profit. I would not mind paying as promised for six months and trading as previously discussed with *** of car were in safe driving condition without me having to replace entire suspension of car. I would not advise anyone to do business with the Car Factory and I will file all necessary paperwork with the BBB to warn others also give the worse review possible for this business. All I want os for them to get this car in propped driving condition as promised and to send that $600 check. I will honor my end. If not they can have their car and I will have to deal with my credit being ruined all because I dealt with the car factory. I have never been in a situation like this in my life and it is not a good feeling but its my mistake. I new the ad was a lie still I allowed the receptionist, the salesman and the manager *** to lure me into this unsavory practice. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/24/2025

  Good Afternoon Ms. ******, 
  
  
  I spoke to our West Palm ** ****** and he mentioned that he already spoke to you. When you came to bring the car for service you were not sitting in the hot sun you were sitting in our lobby in the cold AC. You bought the car as-is per your contract and we still took the initiative to repair your vehicle. Your check back and your tag is currently ready at our *************** location for you to pick up. Thanks
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23187977
  
  I am rejecting this response because:
  Complaint: 23187977
  I am rejecting this response because: 1 did not sit in cool lobby while my car was at dealership although for the first time since the purchasing phase when I was treated like a customer, ****** did offer but only because the BBB had mentioned my disappointment from previous waits. My car was taken back to the mechanic and for them to be fixing an alignment issue they never test drove car to see if issue was fixed
  which it is not. The car still pulls to the left and something is definitely off about the steering. I took and sent video to ****** while en route to your business to have car steering issue repaired yet again of the warning ! lights dancing in the dashboard. You guys clearly cleared all warning lights from car which was a temporary disguise and now the truth is out. You sold me a lemon that is ready to self destruct, you treated me like a customer until you got me past the point of no return. I am unhappy with
  the trickery, I will not do or recommend business with your company and I am requesting BBB to please give you an unsatisfactory rating and make it publicly known that your company is shady and takes advantage of customers, you sell sub par cars and make verbal promises to get a persons confidence then when deal is complete you throw up the as is clause. My car is not fixed. I paid almost $200 to ******** and gave you the receipt to do 100 point inspection on this car. They found some issues and one was the
  rear tag light housing cover was missing. I was assured by ****** that this would be repaired. It has not been
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 05/01/2025

  Ms. Murphy 

  We have video surveillance showing that you are inside our building in the cold AC while waiting for the servicing of your car. As explained to you already the day you purchased the car you signed on your contract that the car was sold to you s AS-IS. We still took the initiative to get the car repaired multiple times even though we sold you the car AS-IS. If you have any questions or doubts you can call Gianni the ** of our *************** location. Thank you. 

  Customer Answer

  Date: 05/02/2025

  I appreciate the business for trying to help me in this situation. Although you have already closed your files on this matter I would like it to be known that the Car Factorys response is all lies. They have absolutely no video evidence of me sitting inside with their cool a/c.  That is a bold face lie and if they have this video they should provide it along with the days my car was being worked on as proof and not the video of the days I was actually purchasing the car because as a potential customer they did welcome me inside but never after I made complaints. Also they twist the truth regard the bought as is policy. Yes the car was purchased as is but I also have verbal promises from my salesman ****** promising to fix alignment issues. I would be willing to put him on the stand in a court of law to see what he has to say about these promises he made me in order to sell a car , but again thank you for your effort. I understand defeat. 

• Initial Complaint

  Date:03/15/2025

  Type:Product 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 am writing to formally address an ongoing issue regarding my recent purchase of a used 2021 ************ Sentra, VIN: *****************, made on November 18, 2024. While my overall experience has been marred by numerous challenges, I am now focusing solely on the unauthorized charges related to an Extended Warranty and *************.After receiving a USB drive instead of physical paper documents, I discovered upon reviewing the materials at home that I was charged for an Extended Warranty of $2,774.00 and ************* for $1,500.00, totaling $4,274.00. I did not consent to these charges at any point in the process.I promptly submitted the necessary documentation to cancel both charges, and on December 17, 2024, I received an email confirmation stating that my request was being processed, with an estimated 8-10 week timeline for resolution. However, despite repeated attempts to follow upvia emails sent on March 9 and March 12, 2025, as well as multiple phone calls and voicemailsI have yet to receive any response. I also left a review on ******, requesting assistance, but have received no communication to date.Furthermore, the refund is supposed to be issued to ***********, my loaning bank, but I am currently paying higher interest and monthly payments due to these unauthorized charges.I kindly request that this matter be resolved promptly, and the necessary refund be processed immediately. Your urgent attention to this issue is appreciated, as I seek to resolve this financial discrepancy and ensure I am no longer burdened by charges I never authorized.Thank you for your cooperation. I look forward to your prompt response.

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out and taking the time to provide a detailed account of your experience. We sincerely apologize for the frustration and inconvenience this situation has caused you. At the time of signing, our finance team reviewed and presented the optional products that were available, including the Extended Warranty and ************** While these products were included in your final agreement, we understand and respect your position that you would like to cancel these products. We also sincerely regret the lack of follow-up communication since then and understand how that has added to your concern. Please know that we are actively working to resolve this matter as quickly as possible. While the monthly payment amount on your loan is unlikely to change, your total balance owed will be adjusted accordingly once the cancellations are fully processed and the refund is issued to your lender, ************************. We are committed to making this right and will provide an update shortly with the current status of your cancellation and refund. If you have any additional questions in the meantime, please dont hesitate to reach out.
  Thank you for your patience and understanding.
  

  Regards,

  **** ********
  General Manager 
  Car Factory Hollywood 

• Initial Complaint

  Date:03/12/2025

  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.

  Using CarGurus as a start point, I financed the purchase of a 2020 Ram ProMaster from The Car Factory late February. This included a loan close to $24K. I am now left with a $24K loan (payments begin in two days) with no van to show for it! The loan has been funded (to The Car Factory) and I still don't have a van that even comes close to the representation of the vehicle that was featured on ********' website. There are so many defects to mention that the pictures so effectively hid!! When arriving at the dealership two weeks ago, I wasn't able to even test drive the van since the shifter was not operating correctly. Huge gaps between the driver side door and the vehicle frame allowed rainwater to enter the van. There was a "rigged" strap on the driver's side door to help it open properly and was attached to the "arm" of the frame with nuts and bolts which had severely been cracked. Even though the Car Fax suggests "no accidents", there was a huge dent on the front bumper. There was significant rust on the frame by the drivers side door; much more so than a 5-year van with 70K +/- miles would normally have. There was a hole in the floorboard below the driver's side of the van, exposing the wiring and ground below while sitting in the van!Not one of these compromised items (and there's more!) mentioned above was ever revealed by The Car Factory salesforce. when speaking with them I have visited the dealership 4 times after being promised these deficiencies would be "fixed". To date, I have not yet seen the work, as promised, completed. They suggest they have a solution(s), but when asked to provide me with the same in writing (since I no longer trust their word), they refused to do so! The Car Factory is not a 5-star rated company . . . not even close!

  

  Business Response

  Date: 04/15/2025

  Thank you for taking the time to share your concerns with us. We understand how important a vehicle purchase isespecially a commercial oneand we sincerely regret that your experience initially fell short of expectations.
  That said, we're pleased that we've now come to a mutual agreement and that you're satisfied with the current condition of the 2020 Ram ProMaster. Prior to any financial commitment or signed documentation, we provided detailed photos and videos of the vehicle to ensure full transparency and to help you make an informed decision. As you mentioned, there were a few minor cosmetic imperfectionssuch as small dings and dentswhich are expected on a pre-owned commercial van. While none of the additional requests made after the sale were part of the original agreement, we stood by our product and our reputation by ensuring those concerns were fully addressed.
  Furthermore, as part of our commitment to your satisfaction, we have agreed to ship the vehicle directly to you at no additional charge. Our team is currently coordinating the delivery, and you will be updated with tracking and estimated arrival details shortly.
  We value your business and appreciate the opportunity to make things right. Should you need any further assistance now or in the future, please dont hesitate to reach out.
  Regards,
  **** ********
  General Manager
  Car Factory Hollywood

• Initial Complaint

  Date:12/02/2024

  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.

  Only giving 1 Star because its not possible to leave a 0 Star. Company sold me a Tesla Model 3. They got their wire transfer on Monday, and promised car to be shipped by Wednesday and be fully charged upon arrival. Car did not arrive until Sunday evening at 7PM and was completely dead. Only had enough battery to pull off the truck and into the driveway. Shipping was initially stated that it would be FREE but the company charged me $650 for the shipping that was paid to the shipping company and not to them (that's deception at it best). Shipping Company nor Car dealership called to inform me that my car had been picked (later than expected) and was in route. They didn't call to let me know when a shipping date would be. I had to call and text them repeatedly to get VERY limited information on the car. BACK TO DELIVERY, the car was at ZERO miles of charge. This lack of charge made the low voltage battery go bad which would not allow the car to charge at all. I personally went and purchased a new battery and changed it out only to find out that the car had deeper issues and could only charge to 20 miles of range before it was "completely charged". The dealership stated that it is out of their hands. BUT THEY SHIPPED ME A COMPLETELY DEAD CAR! and now I am paying to have the car shipped to a ******************** and get quotes on repairs. ***** let me know that the car had not been charged in over a month, it was at 10% the day sent payment, 6% the day is was picked up for shipping and was completely dead when it got to me. That makes the text messages from the salesman (***) a complete lie and more than enough reason to pursue this matter to the full extent of the law. This is most certainly not over, and this car dealership will cover these expenses if it's my last act on this earth. If you plan to do business with them, I promise you can find a better option. These people are out to get you and your hard earned money.

  

  Business Response

  Date: 12/19/2024

  Hello Mr. *************** spoke to Gianni the ** of the *** location where the car was sold to you and he mentioned to me that he already spoke to you regarding your situation and that you will be receiving a $2000 check from us for this matter. If you have any questions please feel free to contact Gianni at any time. We apologize for the inconvenience and we appreciate your business. Thank you 

  Customer Answer

  Date: 12/31/2024

   
  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

  Date:11/25/2024

  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.

  Saque un auto de segunta en su agencia nunca me mostraron el auto pague 4 mil dlares y el valor del auto es ************************************************************************ cucaracha mal oliente y en mal estado ! No me agrada el auto ellos me cedieron el auto sin que yo lo vea primero no estoy con tanta con el auto

  

  Business Response

  Date: 12/13/2024

  Our customer service department reached out to Mrs. ******* she stated that all was well with the vehicle, we offered her free Maintenace as a curtesy for any inconvenience. We appreciate your business, and if you have any questions, please contact **** ********** the ** to assist you, thank you.    

• Initial Complaint

  Date:11/11/2024

  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 went to car factory Hollywood 11/3 tried to purchase a car, I was approved for 2 loans, I declined the first loan *********** approval it was $700 too much money, 2nd Gold Coast credit union. which was @ $500, the 2nd rejected my loan a few days later as they wont except my 2nd self pay income as an income stream, because of this I had to return the car back to dealer Friday 11/3/24. I was told I would be getting information on a return of my deposit. On Monday I was presented with a counter offer, my first approval with the approval of the dealership paying the difference for 6 months until the car can be refinanced through the 2nd loan approval. I declined offer, I was then told I will not be getting a refund as they give 60 day store credit, I would have never given them my money to begin with to fight over getting it back. I was denied by the loan company I approved of, I should not be forced into a contract I dont agree upon. They never told me if I sign I wont be able to get my money, I asked if anything happened to *** said he then stated they dont get anything by keeping customers money but yet here they are keeping my deposit. I feel they are forcing me to purchase something I cant afford, trying to make me get something I do not want at all because of terms, and just trying to keep money from a single hard working mom struggling already to provide for her family. Ive asked for the general manager **** multiple times, as they have given me ****** the sales manager who then tried to coerce me into doing the loan when I am uncomfortable and saying no I can not afford what you are asking is me.

  

  Business Response

  Date: 11/12/2024

  Thank you for sharing your response with us. Regarding the matter with the bank that approved your financing, they have requested proof of income. Unfortunately, they are not simply taking your word for it; they require verification to ensure that taxes are being paid on the income you are reporting. This is due to previous issues with creditors. Additionally, after inspecting the vehicle, it has been determined that the noise youre reporting in the 2023 ***** Accordwhich has under ****** mileswas caused by damage you caused to the vehicle, not a result of any servicing issues. Please be assured that no one is trying to withhold anything from you. We simply wanted to offer you an additional option to purchase the vehicle, as you had mentioned that you were in need of a car after selling your previous vehicle to a family member. We also presented an alternative option to switch to a vehicle that would better fit within your budget. For the sake of transparency and accuracy, wed like to clarify that the vehicle was returned on Friday night, not on November 3rdthe date you initially took delivery. The team is currently assessing the damage to the vehicle to determine the appropriate amount of your refund.

• Initial Complaint

  Date:11/01/2024

  Type:Product 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.

  On October 27, 2024, I went into the dealership to finance a 2019 **** transit. After having my mechanic inspect the vehicle, he noticed that the vehicle Vin number was different and the model was actually a 2018 which had a problem with the shocks. I requested it to be corrected before purchase. On Tuesday, I went into the office to go over some of the paperwork to see if we could negotiate a deal which didnt work out due to their miscellaneous fees (such as charging $999 for a registration fee of $225 in ******* or a destination/transport fee when the car was already on their lot prior). I repeatedly asked when will the trucks issue would be fixed in which I was given the run around then told to come pick up my deposit after denying a deal that started at 21k & would end at 78k. Upon arrival I was told if I didnt have the receipt I wasnt eligible for a refund which wasnt explained at all nor did I ever leave with the vehicle or signed off on the loan. I was told if I can find the receipt (which they printed a copy of after I contacted the local police station to file a report) I can get a refund which I didnt have at the moment & two because somehow they attached a different last 4 digits of my card number on my receipt which they cant explain nor want to refund. My bank spoke with the officer and the office confirming that the payment was made with all of the details listed in my phone but they still denied issuing my refund. They refused to answer how did a different card number get linked to my bank account/transaction in their system which is preventing them to place it back on my card. Their asking me to dispute it through my bank instead of issuing the refund through their system causing a bigger delay on my funds. This is fraud and I want my money back. This place needs to be investigated. Seeking legal action as their delaying me from a working contract I currently have pending.

  

  Business Response

  Date: 11/05/2024

  Thank you for sharing your feedback with us. I sincerely apologize for the frustration and inconvenience you've encountered during your recent visit to our dealership. We take all customer feedback seriously and are committed to resolving this matter promptly. I understand that the registration and destination fees were frustrating. Our team works to ensure transparency with all costs, so they are all disclosed on our website to not cause any confusion. I also understand that there was an issue with the refund process, including the confusion surrounding the receipt and the card transaction.  Please know that this is an unusual situation, and believe it derived from your form of payment. Upon reviewing your payment method, it appears that the use of your cell phone for the transaction may have generated a different card number, which is preventing us from issuing the refund to the original card, likely due to the ***************** over which we unfortunately have no control. We are committed to resolving this situation in a timely manner, and I will work with our team to ensure that your refund of ****** is processed as soon as possible.

• Initial Complaint

  Date:08/10/2024

  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 went in to look at and possible purchase a car. I went in and they took a copy of my DL. After sitting down with the manager/sales guy, the online price of the car advertised was 19k. He came back with a price of 31k. I refused that price difference and left the dealership. A month later i find out that they issued a tag and registration under my name. Someone unknown to me has been driving around with a car under my name raking up tolls. I have contacted ********************************** and have an investigation into the matter. I regret ever walking in to there and hope no one else has to deal with what i.m going through.

  

  Business Response

  Date: 08/30/2024

  Hello Mr. ***************** want to apologize on the behalf of our company for this situation you are facing. We had an internal problem with our tag portal. The problem has been corrected where the temporary tag now is registered under the correct owner name. If you have any questions you can call in to our *************** location and ask for our GM ****** ******. Thank you