ComplaintsforCar Factory Outlet

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2020 ****** Camry from Car Factory Outlet on August 26th, 2022. Part of the purchase agreement was that Car Factory would handle the registration for the vehicle and payment was rendered accordingly on the sale date. I have been regularly following up with Car Factory (about once a week) to close up outstanding issues, one being the registration. After the first temporary registration expired on September 24, 2022 I reached out and was provided a secondary temporary registration and was assured that the permanent registration was being processed. The second temporary registration expired on October 27th, 2022. I reached out to Car Factory again and was told I could not receive another temporary registration and was one again reassured that the proper paperwork for the permanent registration had been filed. I called last week to follow up and Car Factory asked me for my license and insurance information so that they could submit the pertinent documentation to the ** ***. It was then found out that Car Factory had never even submitted the registration to the *** for processing even though I had provided all the information required on the original sale date of August 26th, 2022 (over 11 weeks ago). During this time they lied to me saying that registration had been submitted and that I would receive the permanent registration. Now, my registration has expired, and I cannot legally drive the vehicle. Since I found this out on Wednesday November 9th, I have been trying to follow up but Car Factory is not answering my calls or emails. I cannot even confirm that they received the requested documentation and pushed it forward. I am now left with a car I cannot drive that I am continually making payments on. I ask that Car Factory cover the cost of the vehicle payment for every day it cannot be legally driven since October 27th, 2022 in response to their negligence, and for them to finish the registration process so that I can operate the vehicle.

  

  Business response

  11/15/2022

  Regarding Mr.******** ********** we are fully aware of the situation and we are in contact with the ********** DMV to handle all documentation for him. We are currently missing 2 documents. A copy of the bank of his drivers license and a copy of the insurance including barcode. 
  
  I personally got in contact with Mr. ******** today, Tuesday November 14th to get these documents so we can expedite his plate and registration. If you have any additional questions and/or concerns I can be reached at ************. 
  
  Regards 
  ***************************

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a vehicle from this location on 8/26/2022 (2.5 months ago). My temporary registration expired and they gave me a second temporary registration that expired at the end of October. After the second temporary registration expired, they said they are no longer able to process a temporary registration for me.Throughout this time, they were supposed to have been filing my registration in the *****************. I called multiple times asking for follow *** and they simply stated that it was in "in process". I called again this week and now they are requesting additional information (license and insurance) that I already provided to them at the time of purchase. The car I purchased has placed me in danger of receiving a ticket/infraction because they did not submit registration paperwork in time and now I have expired registration with no visibility into when I will receive my updated registration.For resolution I am looking for two things 1) Finish the job - They said they would have my vehicle registered in the *****************. It's been over 2.5 months and I need this resolved ASAP. 2) Refund - For nearly a month now, I have been unable to utilize my vehicle in fear of receiving a traffic violation for expired registration. I am looking for a refund based on how long my car will have expired registration (e.g., if I go 1 month without registration, they should pay for 1 monthly payment).

  

  Business response

  11/29/2022

  Good Morning,
  
  Regarding Mr. ****** complaint I would like to apologize in advance for all the inconvenience this has cause you. The situation we encounter was that the ******* tag agency sent Mr. ******* paper work to the previous
  address in **********. This created a unexpected delay.
  
  The paper work was mailed yesterday to the correct address :
  
  1099 ******** *** ********* ** 08093
  
  Via-USPS tracking # **********************
  
  Please feel free to contact me directly to ************ if you need or have any further questions.
  
  Kind regards,
  ***************************
  

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I am all about supporting local businesses, but this place should not be open... They are scam artists. About a week ago I found a link to their inventory on their website, https://carfactory.com/*******************-hollywood-***************-**?q=1000392#. This shows a 2020 Mustang with ****** miles. You can even schedule a test drive and everything. The problem is that this car doesn't exist, they just use it to bait people to come in. The morning I called to confirm that it was available, and they said yes, so I paid for an Uber to get there. When I arrived they told me the car had ****** miles and they couldn't change the price. I showed them the link and the phone call, and the manager said "Our inventory has a day or two delays". I told them its false advertisement to keep this link up, and they said it would be gone by the next day. Its now more than a week later and you can still schedule a test drive for that car that doesn't actually exist. Not only are they consistently ****** advertising, but they even asked for my feedback... Once I told them this story I haven't heard back from them. Please take down the link and refund my Uber, if not, they place should not be in business. It is unethical to trick customers into coming for a product that does not exist.

  

  Business response

  11/03/2022

  ********************** we apologize for this inconvenience, human error does exist and it was a mistake done when entering the car in our inventory. On our site we do have a disclosure letting you know the details. If you would like for me to get you the car you are looking for please contact me directly and I will be happy to help you. Thank you. 

   

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

  General Manager

  Car Factory Outlet 

  Customer response

  11/03/2022

   
  Complaint: 18341891
  
  I am rejecting this response because:
  
  The excuse given at the dealership is that there was a 2-day lag on the inventory. However, this is clearly just not right as its been 2 weeks and you still havent taken the inventory down. You also made an excuse that a 3rd party does your inventory which also makes no sense. The website is clearly run by your team as I contacted them twice to confirm you had the car you were advertising.
  

  Even in your response on here you are using the same sly tactic. You lie to people to get them into your store and try to sell what you have on hand because the trip out there anyway . There is no ethics at this company. 

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

  

  Business response

  11/07/2022

  Mr. ***************************

  We are sad to hear this, I know that we offered to order the specific car for you and you declined, We'll be more than happy to reimburse you for the Uber expense, we tried to reach out to you unsuccessfully and didn't hear back from you, so please contact me directly at your earliest convenience.

  Base on this we consider this case closed

  Thank you

  Have a great day

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

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

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2nd Time dealing with this company and will be the last bought a 2019 dodge Charger rt from them added a whole bunch of stuff to make the car overpriced put down 10k for the car doesnt look like none of that money went towards the car. Car was supposed to have a warranty on it has damage because of warranty and the warranty company says they do not cover for this damages but I never got a paper stating what they cover now the car cant drive and stuck in tow yard and banks keeps ******** me when I asked to speak to management they never call back only when its about the payment

  

  Business response

  10/03/2022

  We made contact with **************, he communicated to us that he ran his vehicle thru deep flooding water hence flooded the vehicle which explains why warranty is not covering damage. We advised ************** to contact his insurance company, he stated they canceled his policy due to lack of payment.   

  Customer response

  10/03/2022

   
  Complaint: 18021133
  
  I am rejecting this response because: they reached out to me talking about the warranty which was on the contract the engine got flooded with water but was repaired by a shop the warranty should of covered the damages not my insurance I also have gap that they put on there mandatory so they say but the contract it said optional I tried to also talk to them about my contract and he didnt care what I was saying about the contract would t even let me talk kept interrupting me while I was trying to get my point across but he didnt not care to listen at all

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

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car with this dealership on August 20,2022 and to begin with they overcharged me by $1,000. The sales agent advised me the price of the car was $20,000, now that I go home and review my contract, he falsely entered the price at $21,491. Mind you I am already paying $3000 down payment which should leave the price to around $17,000. The selling price listed is $18,491. The other thing is on top of that he sold me a car that is not in selling conditions, the front headlight is out, windshield wipers are out, sensor for the car are out and the lights are not coordinated, one rear light will stay on while the other would be off. I only knew about the front headlight and sensors at the time of sale. With that said, Ive called multiple times and have arrived to the dealer multiple times for them to order the pieces and fix the car its been 3 weeks since the sale and since the sales agent said he ordered the parts and my car still hasnt been repaired. I then am asked to leave the car so it can get repaired its been a whole week and nothing has been done, my car is just sitting in the lot of the mechanics. Now at this point it has been a month since my contract and I would like to return the car and have my down payment returned as well as the money I paid for the insurance I had to pay to take the car out the lot. This is unprofessional and very unethical for this company to be doing this. I couldve well bought my car from somewhere else but they assured me everything was going to be okay and the car was going to fixed in no time. No time soon I can say.

  

  Business response

  08/26/2022

  Dear ****************;

  In regards to your concern your purchase order indicates the exact purchase price that  you purchase your vehicle for, $ *********, your installment contract reflects purchase price plus taxes and fees combined hopes this clarifies your concern

  In regards to your service as your are aware it's been process as promised 

  If you have any further question you can reach out to me directly at ******************

  Best regards;

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

  GM

  Car Factory Outlet *****

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

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

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. On 09-01-2021, I ******************************* buy a car Model Ram ****, 2019 from Car Factory Outlet. Has pass 12 months and I still waiting for my license plates. They havent send the paperwork to me Or any DMV near me. Im paying $200 for temporary license plate every 60 days. The car ********************** didnt give me more license plate after the 2 first month. I have no license plate and no registration. I need you BBB help me to gets my license plate 2. I leave in ********** and buy this car in Southeast ***** . This car factory outlet sell me the vehicle in bad condition because on my way from ***** to ********** I saw water coming in to the vehculo from the roof. So the car gas licking and water gets into the car I need you BBB to help me to make them to pay for the damage so it can be finish or that can tower the car to ***** under their cost. The car cost me a total of $ ******.

  

  Business response

  07/12/2022

  Dear ******************, your transfer information to obtain your tag was sent since last year to ********** DMV which they have notified the tag agency in ******* that you have been trying to contact you and you have not responded. 

  Again the ********** DMV located at ************************************************* has your paperwork. We also reached out to your phone number and no answer. You need to go to the ********** DMV address given to process

  your title, and registration, if you have any questions, please give ** a call and we will be happy to assist you.  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a car since 2 weeks ago. I have requested gap and maintenance plan charges to be removed from my loan. I have sent numerous emails and placed numerous calls and gotten no help or response and they have submitted the full loan amount to the back. Also they have sold me a car with damaged and torn wiper blades and an old dirty gas tank. I have called to report this as well and no response. No help. I simply am asking for the charges to be removed and the things to be repaired in my car. Please help.

  

  Business response

  08/02/2022

  Dear ********************

  We read your concerns, and the procedure is as follows you need to write an email to **************************************** requesting to cancel the products you would like to cancel and they will process it

  If you need further assistance do not hesitate to contact me

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

  GM

  Car Factory Hollywood

   

  Customer response

  08/02/2022

   
  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

  10/05/2022

   
  Complaint: 17520982
  
  I purchased gap with my car 4 months ago and requested a cancellation of gap 3 months ago and still have not gotten the gap removed from my loan. I just paid off the loan with ************** and still they refuse to send my refund of $995. I have emailed, Called. Filled out cancellation paperwork and still nothing. Please someone help me get this refund
  
  Sincerely,
  
  *******************************

  

  Business response

  10/11/2022

  Dear *********************, your cancellation has been successfully processed a check will be sent to Santander for your refund. Please give it 7 to 10 business from today 10/11/22 to give them time to process on their end.   

  Thank You, 

  ************************;

  Car Factory Outlet

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, i bought my 2017 jeep wrangler 3 years ago. Dealer told me that the jeep has limited lifetime warranty as long i own the vehicle and keep up with the maintenances.A month ago my jeep started knocking and blowing white smoke out the exhaust, which is headgasket. I call the dealer to tell them what's wrong with it,talked to the receptionist,she said they would call me back,they never did.Called the next day,"he busy,he call you back."Never did. Which went on for 2 weeks and 5 days, so i drove all the way to their shop, they hush me up and was like call these 2 people, they are the people to talk to(service manager ***** or **** the GM).i talked to ************* day,he said ***** will call me, calls me and tries to use every excuse in the book not to do the warranty,then tells my to send the maintenance, which i did. Then they ghosted me again .So, i paid to get my jeep towed all the way there, talked to ***** told him the problem, and he was like, it sounds normal to me(jeep was clearly knocking,smh), then says ill have ***** call you about it Monday.***** calls Monday, saying their people took a look at it and all it needs is a oil change, change the filter and spark plugs. So, i was like," what about the knocking and white smoke, they didn't noticed the knocking or smoke coming out? If they didnt notice it, how can they ASE certified, isnt making sence." Then he started making new excuses, like oh you didnt buy the car under their 50k warranty,i bought it around 30k-40k miles **** then he was like," oh you are right." then was like well, well jeep dont qualify because of the mileage" then i told him, "If that's true, the salesman and the gm of the Davie location lied to me, which is fraud.When i bought the jeep that was one of my main questions i asked, if anything happens to the motor they'll fix it?" he said "yes, anything internal,as long as you keep with the maintence."which i did. So what's the problem now?

  

  Business response

  07/01/2022

   

  ********************** as you are aware the service manager (*****) stated you did not follow warranty guidelines as required in your contract, with that he still assisted you and had your vehicle diagnosed free of charge. 

  After the diagnostic he communicated the findings of the *** CERTIFIED MECHANIC which stated the repair would not have been covered under the warranty coverage. In the attempt to further assist you, a discount of $500 less 

  than what you had been quoted elsewhere was given to you. In conclusion your requirements under warranty were not met and repairs required are not covered. Lastly although you added over 70k miles to the vehicle, miles were in no way 

  a factor in warranty coverage. 

  Customer response

  07/06/2022

   
  Complaint: 17436804
  
  I am rejecting this response because: if you put full synthetic oil in a vehicle you can go up to 10k miles before your next oil change, which means every car that takes full synthetic oil is automatically voided? That's a scam to me. Also you can not say you can only get service your car in one location, I don't even live in the same area so how do you expect me to get my car serviced at your location, which was never stated to me, just to make sure to have all maintenance records,which I sent to you. Also if that was the case why did you guys charge me for the warranty if I don't even live in the same area, you guys say anything just to get by. Look at your ****** reviews, I'm surprised your still in business, I just feel like car factory is just a bunch of crooks. Also the headgasket is blown(which is in your warranty) .

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

  

  Business response

  07/09/2022

  As was previously stated in original response **********************' s repair is not covered under his warranty contract, he had a quote to repair his vehicle which he obtained himself we offered him a discounted quote on our behalf to repair his vehicle and ********************** declined and retook possession of his vehicle. 

  Customer response

  07/15/2022

   
  Complaint: 17436804
  
  I am rejecting this response because: 

  I rejected services because you said all it needs is a spark plugs and a oil change. What does that has to do with the knocking coming from the engine. It's clearly the lifters/head gasket. I work with cars so I know what I'm talking about verses some that just sells cars. How about I send it to a real shop and if it is the lifts/headgasket you should pay for it because all my maintenance was done at a real ese certified shop, that knows what they are talking about. I'll send you and BBB the invoice. 
  
  Sincerely,
  
  *************************************

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car form them on 4/14/22.Drove off the lot with a paper that stated we owe you and a list of the things that need to be done to the car which included a panorama cleaning, right taillight to be fixed as well as the center console they said that they would get in contact with us the following day to arrange that the parts were ordered. Three days pass and I have not received a call to schedule when the car needs to be dropped off for service, I call the office and the Manager ******* says I need to call my sales guy I called my sales guy for a week no answer I was also trying to get in contact with him because I realized that the charging port doesn't work. A month goes on with me calling every day. On 5/7/22, my girlfriend calls the office and continues to call back-to-back until she reaches someone and explains what has been going on the receptionist says to hold for the manager and after 10min the receptionist picks up and says the manager by the name ******* said to come in on Wed. at 9am my girlfriends and I both make sure to request the day off from work to take the car in when we arrive at the lot are treated horribly by ******* and told if we wanted anything fixed on the car we had to leave it and that he would call us later that afternoon to give us a time frame we never get a call so I call on Friday and then am told that my car had just been sitting there and that nothing could be done until the parts arrive which would not be until the 5/24. Friday my girlfriends picks up the car while having to pay for uber to move around and is told by a different manager that he would call on Monday to let us know when to bring in the car on Mon. we end up having to call because we never got call and he says bring it in on 5/24/22 at 10am. We take the car in again having to excuse ourselves at work. On 5/25/22 we call to see when the car will be ready, and they say come we go, and the car isn't ready and bring it back in on Tue. I again have to miss work

  

  Business response

  05/28/2022

  Dear **************;

  As far as I check with your Salesperson you already have an appointment to finish the job promised to you, If you need further assistance please do not hesitate to reach out to me directly

  Best regards;

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

  GM 

  CAR FACTORY *****

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

  Customer response

  05/31/2022

   
  Complaint: 17254555
  
  I am rejecting this response because: The sales person did not give me an appointment that day, the things pending shouldve be done the first time I left the car. Upon confirmation that the complete service was provided by the senior manager ********************* I took time out of my schedule to pick up the car and come to find out not only was my car not ready but the parts werent even ordered. When I complained, the sales person blamed the service crew for not finishing everything even though I was told it had been done and I was yet again told to bring the car again on Monday a holiday. I am owed a cleaning on the inside of the car and my center console needs to be repaired. ******* excuse after I found out the services werent completed upon arrival was that in order to not inconvenience me he had me pick up the car. However I find it a greater Inconvenience to have to go to and from my job and take off time out of my day to then have to return at a later date not specified to have the car once again serviced. This level of unprofessionalism is astounding at every level from the Receptionist being told to cover for everyone by not providing me with the extension numbers to management to the sale rep ignoring my calls and hanging ** in the middle of conversations for a time span of almost a month! once I started asking to speak to someone above him he had the complete staff from the assistant to the senior managers stating they couldnt release or transfer me to anyone above him they continued making false promises and providing me with the worst customer service Ive ever received at any establishment. Every associate there would transfer me and have me on hold and being sent to voicemail no one was able to do the job nor provide me with an exact date and time I could drop off my car and pick it up to have the service finally completed. No one took accountability nor provided me with someone who could assure me my car situation would be taken care of and that this wouldnt happen again. What I need from this email is a date and time provided to me when the parts will be in and my car will be serviced and cleaned in a timely fashion. 

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

  

  Business response

  05/31/2022

  Hi **************

  It was a pleasure talking to you. As we both agreed I'll be waiting for you on Thursday.

  Thank you very much for your understanding, We are committed to Customer Satisfaction.
  

  Best regards;

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

  GM 

  Car Factory Outlet *****

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

  Customer response

  06/11/2022

   
  Complaint: 17254555
  
  I am rejecting this response because:
  I brought in the car for the third time on Thursday and was called today and told it was ready to be picked up and I asked my sales guy was everything done to it and he told me only one thing was done that the cleaning hasnt been done I told him you told me it would get done the at the time now Im being told I have to bring it in on Monday for a 4th time. This has become ridiculous you guys are wasting my time and gas which is not cheap.
  Sincerely,
  
  ***************************

  

  Business response

  08/02/2022

  Dear **************;

  As you know we've been in contact directly and you car has been taken care of, I personally delivered your car and everything was done at your satisfaction.

  If you need further assistance do not hesitate to contact me directly at ****************** or by email at *************************************

  Best regards;

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

  GM 

  Car Factory Outlet *****

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have purchased a car through this dealer on October 16th 2021, which was ************* C300 VIN ***************** that I have already sold back in March 2022 and lien has been paid off in full, attached: 1. **** of America lien paid letter 2. Odometer ***************** of Sale I have purchased GAP insurance via the dealer (attached GAP Addendum copy) that I have already requested the GAP provider "Dealer Loyalty Protection" to cancel. This has been already processed on the GAP provider side, and they have informed me that refund and documents have been sent to the dealer on 04/25/22 (see attached email confirming that "GAP Insurance Emails Requesting Refund"). The GAP provider informed me that the refund in the amount of $1052.51 needs to be processed and refunded by the dealer to me directly. I have contacted and been in communication with the GAP provider during this process, since the dealer tries to avoid any communication or calls with me!!!I went to their office located at ************************************************** on 04/15/2022 and as I was directed to speak with the receptionist she advised me that anything relating to GAP or extended warranty refunds needs to be communicated to the dealer via email that they have provided: **************************************** (see attached picture). She advised me that there is no phone number that relates to this "Department", so if you try to speak to them about that, they would send you back to communicate your requests/get updates to/from this email they have provided. Attached is the back-up of the emails I have been sending to the email that they have provided and "surprisingly" I have not gotten any response or update as to when I will get my $1052.51 refund that they owe me (back up attached). What am I requesting from this business is: - Email informing me when I will receive my refund in a short and timely manner! If I do not receive a response, I will be notifying the proper authorities and escalate this!

  

  Business response

  05/31/2022

  Dear ******************

  Your refund has been issued, so soon you'll get the refund requested.

  Best regards;

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

  GM

  Car Factory Outlet *****

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

*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. ↩