Complaints

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

• Initial Complaint

  Date:12/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not liable for this debt with Marciano Auto group **** I do not have a contract with Marciano auto group **** they did not provide me with the original contract as i requested

  

  Business Response

  Date: 12/16/2024

  Please see attached buyers order, instalment contract and amendment to promissory note which represents repair work customer could not afford at the time and ********************** paid for in advance.

  This was a purchase by ******* ******* **** and ******* Shonedell ***** (daughter) 10/14/22.

  Unfortunately, the loan was defaulted on the following April 2023, and eventually vehicle repossessed.

  Customer Answer

  Date: 12/21/2024

   
  Complaint: 22693433
  
  I am rejecting this response because:
  ******** *****
  
  
  12/18/24
  
  Marciano Auto Group Inc
  *********************** Ste F
  **************** 33444-4602
  
  Notice to Agent is Notice to Principal, Notice to Principal is Notice to Agent 
  
  Marciano Auto Group you furnished alleged transaction on my TransUnion, Equifax that you identified as late. 
  15 U.S. Code 1681a - Definitions; rules of construction
  
  (2)Exclusions.Except as provided in paragraph (3), the term consumer report does not include
  (i)
  report containing information solely as to transactions or experiences between the consumer and the person making the report;
  My transactions and experiences with your company are excluded from the consumer report. 
  You have no right to furnish my transactions and experiences when the law clearly states that this information is excluded from my consumer reports.
  
  The only way a creditor can treat a payment as late falls under 15 U.S. Code 1666b - Timing of payments
  (a)Time to Make Payments
  A creditor may not treat a payment on a account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637(b) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date.
  In order for any creditor to treat a payment as late you must prove that:
  1) The information required under 15 USC 1637(b) of this title was mailed out or delivered 21 Days before the payment due date please provide the proof that this information was mailed out or delivered 21 days before the payment due date.
  2) 15 USC 1637(b) is very specific on all required information needed or that must be mailed or delivered to the consumer! You have 10 days to send me all the required information.
  A creditor cannot treat a payment as late without complying with this section of the law! I request in good faith under rule 1002 the documents that shows proof that the information pursuant section 15 USC 1666b and 1637(b) of this title was mailed out or delivered 21 days before the payment due date.
  Do not rely to me stating that you are furnishing accurate information because we both know your not. 
  Do not tell me this information is verified because you have not submitted proof of compliance with section 15 USC 1681a(2)Ai and 15 USC 1666b & 1637(b).
  If you cannot provide the proof of the mailing or delivery of the information required by section 1666b you cannot treat a payment as late which means you have also violated section 15 USC 1681s-2. You have 10 Calendar days from the receipt of this notice to provide the required information or delete the transaction you have listed as late:
  
  
  94ED11XXXXXXXXXXXXXX
  
  
  4FED11XXXXXXXXXXXXXX
  
  
   ******** *****
  _________________________________
  Sincerely,
  
  
  

  

  Business Response

  Date: 12/27/2024

  I am not sure what is going on here. 

  First it was that you never signed anything, now it's about reporting you to the credit bureau as late. 

  Here is the history of all payments received and also all activity, including late notices.

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22693433

  please provide me the 1099 c form 
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 12/27/2024

  a 1099-C applies only for "cancellation of Debt". There is no cancellation of debt on this loan.  Reference below.

  
  * The 1099-C, Cancellation of Debt, is a tax form used to report the forgiveness of debt. When a creditor cancels a debt of $600 or more, they are required to send you a 1099-C form. The *** uses this information to ensure that taxpayers report forgiven debt as income, which could be taxable. *

  

  Business Response

  Date: 12/30/2024

  a 1099-C applies only for "cancellation of Debt". There is no cancellation of debt on this loan.  Reference below.

  
  * The 1099-C, Cancellation of Debt, is a tax form used to report the forgiveness of debt. When a creditor cancels a debt of $600 or more, they are required to send you a 1099-C form. The *** uses this information to ensure that taxpayers report forgiven debt as income, which could be taxable. *

• Initial Complaint

  Date:03/07/2024

  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 inquired about a vehicle from Marciano Auto Group on November 29, 2023. After being told that walk in customers are more important than online ones, I received the car the end of December when the finance company was closed for the holidays. I had been approved previously and was encouraged to lie to the finance company that I had the vehicle in hand when I didn't. The Vin number was wrong and we had to redo the paperwork; however, their office was closed for the holidays. The car was delivered to me end of December since I waited so long to get approved. They added a service warranty to the contract we signed on 1-4-2024 after we had received the car. When it arrived, the delivery person could not get the car started and tried to use a jump starter to no avail. the three of us had to push the vehicle off the street and into the driveway. It was out of gas and the delivery person stated that they were told this when they picked up the car. It had a dead battery, two tires were low (17 & 25 psi) and it smelled of gasoline even though the gas tank was empty. It did not start and my son had to run to the gas station with a can to get a couple gallons of gas to put into the vehicle. Then we had to jump the battery to get it to start. It started but ran rough smelled of burning oil and gas. There was a warning light about low windshield washer fluid we put a gallon into the vehicle and the next day had the same warning. It all drained out. Fast forward to this past weekend. My son took the car to work and it would not start to come home. Tried to have a co-worker jump it to no avail. Had to leave it. Got it towed to Elite Auto Repair at *****************. Rec'd a phone call last night and had to replace battery, starter to get it to work only to find out the there is a massive oil leak, and the fuel pump are leaking. It is ******* in repairs and that doesn't include struts, bald tires and brakes. They can be reached at ************ ask for ********.

  Customer Answer

  Date: 03/08/2024

  What I would like is the dealership to pay for all repairs to the vehicle since they should have been done before the car was sold to me. I would also like to be reimbursed for the towing charge.

  

  Business Response

  Date: 04/03/2024

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

  Here is what the file shows on this sale.

  Vehicle was sold originally on 12/8, because you are not local we then needed to arrange a transport to deliver the vehicle as we stated.

  Prior to arranging shipping of the vehicle, we realized the wrong vehicle identification number was listed on all of the paperwork causing us to cancel the original loan and reapply.

  Due to *************** (the finance company) being closed for the holidays at the end of the year we had to wait until January 4th, 2024 to resubmit all paperwork.

  Even so, we delivered the vehicle at the end of December in good faith as the closing of the sale was not yet finalized until January 4th, 2024.  In addition., you agreed to a warranty on the vehicle which was dated the same date as all of the paperwork submitted on January 4th 2024. So I am not sure why that was mentioned.. 

  Speaking to the dead battery and tires low on air: The battery was not dead when the carrier loaded the vehicle onto his truck. I am not sure if the driver left a light on or if the door was ajar causing the battery to drain. And possibly the tire pressure was deflated some due to the vehicle being transported and all the motion going on during the drive. What I can say is that these were not issues when the vehicle left our lot.

  You did call us a few weeks ago about the car having issues, however there is no dealer warranty 75 days later and we did direct you to call the warranty company you purchased the warranty through to submit a claim.

  As far as your signing the paperwork and waiting for the vehicle to be delivered, that was your choice, considering the options were that you could make the drive here and do everything in person, or sign and return all the documents as well as do the interview with *************** ( the finance company) over the phone so the deal would be approved.

  At no time were you unaware of the procedure that took place.

  Sincerely,

  Marciano Auto Group Inc.

   
  

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21398640
  
  I am rejecting this response because:

  When the car was delivered to me, it smelled of gasoline,out of gas, dead battery, ran rough once we got it started, hard to steer. The delivery driver told us that he was told by the dealership that it was about out of gas before it was put on the transport truck to be delivered to me.

  When the car was towed to the mechanic, we were told that the car had a cracked fuel pump, which is a fire hazard and the reason I always smelled gasoline near the car. The fuel pump has been replaced. It also has a massive oil leak that is dripping oil onto the starter and spark plugs, another fire hazard. Both the starter and battery and one spark plug that was covered in oil have been replaced. The tires were low on inflation; one with 17 psi and the other with 25 psi. One tire has a constant leak that needs to be refilled regularly.It still needs a new valve cover gasket to fix the massive oil leak and we were told the struts need to be replaced which are wearing down the brakes and the tires are bald.

  When the mechanic called the service warranty company, they were told of a 1000 mile break in period. This means the service warranty does not go into effect until the car is driven over 1000 miles. ******* we paid for a service warranty that we cannot use since the problems with the vehicle happened before we took ownership. Both the mechanic and service warranty spokesperson agreed with this. ******** refuses to verify what I tried to tell her as she would not let me get a word in edgewise telling me she did not know about this;even though I did tell her the condition of the car once it had been delivered.While working on the delivery, she told me that they have mechanics that thoroughly check out each vehicle they sell. How could their mechanics miss all these problems? I did not receive any paperwork about the mechanic's inspection of the car; please produce this. This vehicle is a lemon and a fire hazard, and the dealership does not care; they have been paid by the finance company and that is all that matters. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/31/2024

  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 negotiated a deal with ******** Marciano via text and signed a purchase agreement with Marciano Auto Group on 10/26/23 for a 2008 ****** Xterra. I put a total of $1750 down when I picked it up on 11/3/23. That same day the vehicle overheated due to a cracked heater hose connecter that I immediately repaired and also reported to ******** via text. A week later, on November 10th, the vehicle lost power making it impossible to drive and parked it at a **********. I again text ******** with the problem and got no response. I did have a diagnostic test and report done on the vehicle and it had multiple ingition coils misfires. At the end of November, I finally heard from the dealership since they were looking for the first monthly payment. I ended up conversing with the owner, ***** Marciano, and he said he wanted me to be happy with the purchase, was unaware of the problems, and had a "solution". He never provided what the solution was. As I was trying to drive it back to the dealership around December 8th so they could look at it, it died and had to be towed. I have called and emailed numerous times and have not gotten any answers or solutions or resolutions. It now has been almost 2 months that they had the vehicle. I am not confident that they plan to do anything for my problems I have experienced or make good on the deal. The best solution would be a refund of my deposit of $1750 or allow me to apply that to a vehicle of my choosing that they find for me pre-auction.

  Customer Answer

  Date: 02/14/2024

  copy of text messages

  

  Business Response

  Date: 02/15/2024

  If you look at the attachments, Customer payment history shows on 10/31 the down payment was made and ************** took possession of the vehicle. Also, I have added ************ invoice from when we had previously inspected the vehicle and fixed what needed to be fixed prior to sale. 

  The last picture is of the heater hose that ************** says he repaired. What he really did was glue the hose instead of having it towed to be replaced causing the engine to overheat. Not to mention, the diagnosis ************** provided does not include the full vin# of the vehicle in question. the last 6 digits are missing.

   

   

  Customer Answer

  Date: 02/16/2024

  email chain with ***** the owner.  ***** was suppose to go over the diagnostic report from his mechanic regarding what they found wrong with the vehicle.  I spoke with him several times and he always told me to call back.  He said he wanted to make things right.

  

  Business Response

  Date: 02/16/2024

  Let me clarity, **************, instead of having the vehicle towed to a mechanic shop and get a diagnosis, contacted our office advising us where he left the vehicle told us to pick it up and to **** him". Those were his words in the text. Also, ************** spoke with the F&I Manager ******* Marciano (who is the owner's son) not the owner, who advised the ************** he would see what was wrong with the vehicle and let him know. After finding out the results, ******* Marciano advised the customer **************. Unfortunately, **************, just as noted in the text messages used profanity in his responses claiming that we were responsible. Vehicle was sold as is at the time of sale, and customer purchased no warranty when offered. I have attachment the results of the mechanic inspection showing the engine was blown.

   

  Customer Answer

  Date: 02/17/2024

  copy of text messages with ******** and ***** Marciano

  Customer Answer

  Date: 02/17/2024

  More Information...I appreciate their response but there is no resolution. After they picked up the car on December 6th they were going to have their mechanic diagnose the problem and let me know the specifics of the problem with the vehicle so we could come up with a solution.  See text dated December 21st.
  
  
  The diagnostic report does not show the full VIN but that is what got printed out from Autozone's diagnostic tool.  The total down payment was $1,750 and the vehicle was picked up on 11/3/23 (see text with ******** on Nov 3rd) as per the payment history and final sale agreement.  The copy of the sales agreement provided was not the final signed agreement  See the insurance coverage sheet and ID cards along with the text messages with ******** Marciano, all dated November 3rd.  As for the repairs done before delivery, you can see in the text messages with ******** on October 26th that the original price was increased by $3,000 for required repairs to $4,995 and then another $1,000 for additional repairs to bring the final sale price to $5,995. I believed that I was getting the vehicle in excellent mechanical condition due to the $4,000 worth of repairs that they supposedly did and charged me for but per the dealership less than $1,000 was done.  See their mechanics estimate for repairs.
  
  
  Yes, I did epoxy the cracked heater plastic pipe with ************* plastic high heat bond when the car overheated the first time which was the day I picked up the car from the dealership. I work in the auto parts industry and I do know how to work on cars. I immediately pulled over, assessed the problem, walked to the auto parts store, and bought the bond and antifreeze. I reported the issue to ******** Marciano (see text November 3rd).  I repaired the cracked pipe and had no more issues for another week until Friday, November 10th, when I again reported it to ******** Marciano (see text November 10th).  The car was pretty much fully disabled, would not go over a few miles per hour and stall out.  I parked the car until December 3rd when I was able to get it to Autozone to get a diagnostic run on the vehicle.  On December 5th, ***** Marciano texted me to call him which I did and he said that he would have a solution to my problem and get the vehicle to the dealership.  On December 6th, I attempted to drive the vehicle to the dealership, it overheated and died, and a tow truck was sent and picked up the vehicle.  The vehicle has been in their possession ever since and I never received or discussed the diagnosis report (see text dated December 21st) with *****.  I have been unable to get any responses to my countless calls and emails.

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21227707
  
  I am rejecting this response because:

  I appreciate their response but there is no resolution. After they picked up the car on December 6th they were going to have their mechanic diagnose the problem and let me know the specifics of the problem with the vehicle so we could come up with a solution.  See text dated December 21st.
  
  
  The diagnostic report does not show the full VIN but that is what got printed out from Autozone's diagnostic tool.  The total down payment was $1,750 and the vehicle was picked up on 11/3/23 (see text with ******** on Nov 3rd) as per the payment history and final sale agreement.  The copy of the sales agreement provided was not the final signed agreement  See the insurance coverage sheet and ID cards along with the text messages with ******** Marciano, all dated November 3rd.  As for the repairs done before delivery, you can see in the text messages with ******** on October 26th that the original price was increased by $3,000 for required repairs to $4,995 and then another $1,000 for additional repairs to bring the final sale price to $5,995. I believed that I was getting the vehicle in excellent mechanical condition due to the $4,000 worth of repairs that they supposedly did and charged me for but per the dealership less than $1,000 was done.  See their mechanics estimate for repairs.
  
  
  Yes, I did epoxy the cracked heater plastic pipe with ************* plastic high heat bond when the car overheated the first time which was the day I picked up the car from the dealership. I work in the auto parts industry and I do know how to work on cars. I immediately pulled over, assessed the problem, walked to the auto parts store, and bought the bond and antifreeze. I reported the issue to ******** Marciano (see text November 3rd).  I repaired the cracked pipe and had no more issues for another week until Friday, November 10th, when I again reported it to ******** Marciano (see text November 10th).  The car was pretty much fully disabled, would not go over a few miles per hour and stall out.  I parked the car until December 3rd when I was able to get it to Autozone to get a diagnostic run on the vehicle.  On December 5th, ***** Marciano texted me to call him which I did and he said that he would have a solution to my problem and get the vehicle to the dealership.  On December 6th, I attempted to drive the vehicle to the dealership, it overheated and died, and a tow truck was sent and picked up the vehicle.  The vehicle has been in their possession ever since and I never received or discussed the diagnosis report (see text dated December 21st) with *****.  I have been unable to get any responses to my countless calls and emails.  This is the first I have heard that the engine was blown with their last response.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/17/2024

  detail of all my email requests to ***** with no responses regarding my vehicle or anything else for that matter.

  Customer Answer

  Date: 02/18/2024

  I am curious why when I sent the text on November 10th about the car and where it was you never contacted me to pick up my vehicle. My text on November 14th clearly stated that I wanted to get my car repaired and to have you make the situation "right".  I was not contacted about my car until December 5th text from *******. My vehicle had a problem on day one and then a week later.  Customer satisfaction should be a priority in your business. I requested that it get towed to the dealership on December 5th but was told to try to drive it there and call if I had any problems on the way. Driving to the dealership on December 6th caused more damage, my vehicle might not have had a blown engine if you towed it in the first place back in November where I had parked it, or in December when I requested it to be towed.
  
  I have never been told about the engine being blown.  You got the estimate on December 7th and it was not until I inquired on December 21st (see text) about the vehicle that ***** said he would call me the next day with the information but he never did.  I also requested that the estimate be emailed to me. As you can see from all my emails to *****, I continued to request what was going on with my vehicle and no one ever responded until you got my complaint from the BBB.

  

  Business Response

  Date: 02/21/2024

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

  All I see that you have provided is text messages where you verbally abused the salesperson, telling us that the vehicle was "all fu*****g ours", to **** you" and copies of a diagnoses which does not include the full vin # of this vehicle.

  In addition, if you had the vehicle really diagnosed you would have already been told that the engine was blown. Which was the conversation ******* Marciano had with you after we had the vehicle towed to ************ shop and they checked it out. 

  I am sorry that you are unhappy with the outcome, but the facts are as stated. Had you taken care of the heater hose correctly and had it replaced instead of glueing it and continuing to drive the vehicle, this would not be the outcome.

  Customer Answer

  Date: 02/28/2024

  Please have the dealership return my license plate as soon as possible.  Thank you

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21227707
  
  I am rejecting this response because: Please return my license plate as soon as possible.

  
  The dealership is correct that they have no legal responsibility for the vehicle once I drove it off the lot since it was sold with no warranty even though the car overheated due to the cracked heater pipe the same day only hours after I drove off the lot.  My repair did correct the problem and the cooling system did not leak and held full pressure. I was very upset when I wrote the email on 11/10 since my car died on my way to work.  BUYER BEWARE.  After the first price increase of $3000, from $1995 to $4995, it should have been a red flag for me, and even more after the second price increase of $1000 to $5995. I should have walked away from the deal. With price increases, the dealership required an additional down payment amount above what I had originally discussed with them.  I contacted the extended warranty company GWC on 11/1/23 and got a price quote and also inquired about financing the warranty and was told that it is quite common.  On 11/3/23 when I was finalizing the paperwork and the deal, I requested to finance the extended warranty and was told by ******** Marciano that they do not finance extended warranty contracts and it would have to be a separate transaction.  Due to the additional down payment, I did not have enough funds as of that day to purchase the extended warranty.  AGAIN BUYER BEWARE
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2009 traverse from Marciano auto group within weeks of driving the vehicle. I noticed that there were eight engine issues and a transmission issue but because I thought I had no other options I just kept trying to have it fixed on my own but being told that the transmission is going to cost $3000 to fix and this is a $5000 car I am out of options and right now out of money I tried trading in the vehicle I was told that the vehicle is less than $1000. Im stuck with making payments on a vehicle that leaves me stranded on the side of the road Every other day because the transmission will not shift and if there is no simple remedy to it, driving the car to work the electrical cable between the battery and the starter caught on fire. I had to get that replaced. It is very hard to make payments, because I always need other options in order to get to work , I need some help. Marciano auto group gave me the number to a mechanic but they said they do not do transmission when I spoke to Marciano auto group I was told that I have two options make my payment or return the car that means I will be out of a $2000 down payment And out of a car and the payments that Ive already made I would like to have a refund or a replacement of a good working vehicle.

  

  Business Response

  Date: 01/08/2024

  On August 25, 2022, ***************************** purchased the 2009 Chev Traverse . I have attached the payment history for this account so you can see, ******************** was making his payments within 30days until May of 2023 when ******************** started to fall behind. But he was still making payments on the account to try and keep up to date as much as possible. Then September 2023 I had a conversation with ******************** and that is when he mentioned that the vehicle was giving him problems. This was a year after his purchase. ******************** did not purchase a warranty policy for the vehicle so there was nothing I could do for him as far as the mechanical issues he said the vehicle was having. Once the account was 3 months behind and the customer was no longer making payments we arranged to repossess the vehicle. That was November 30th 2023. 

  Based on the above statement by ********************, it seems as if this all happened in a few short months. But as you can see by the payment history attached, ******************** was making payments for a year before he informed us about having problems with the vehicle.