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:08/12/2024

  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.

  ON 13 JUL 24 WE WENT TO ULTIMATE MOTOR CARS AND PURCHASED A 2013 JEEP WRANGLER UNLIMITED SPORT. THEN ABOUT A WEEK OR SO LATER , I RECEICED A PHONE CALL FROM **** PENNINTON THE FINANCE MANAGER THAT I NEEDED TO BRING THE JEEP BACK THAT THE BANK FOUND A DECREPANCY WITH THE ODOMETER BEING ROLLED BACK AND THE LOAN WAS CANCELLED, AND THEY HAD TO TAKE IT BACK TO THE AUCTION HOUSE . I TOOK IT BACK ON MONDAY 29 JUL 24 AND WE LOOKED AT ANOTHER JEEP ON THE LOT, BUT FOUND IT HAD STRUCTUAL DAMAGE FROM THE ******. **** THEN TOOK TO THE AUCTION HOUSE TO FIND ME ONE AND FOUND ONE THAT I LIKED, BUT THE AUCTION HOUSE WOULD NOT SELL BECAUSE OF ENGINE PROBLEM FOUND. THEY THEN SENT ME TWO MORE TO LOOK AT AND I DIDNT LIKE OR CARE FOR. I THEN, AFTER NUMEROUS TIMES LOOKING AND ATTITUED FROM ****** I BELIVE IT WAS, I TOLD THEM I WANTED MY MONEY BACK. WAS TOLD THAT THE OWNER ERIC WAS THE ONLY ONE THAT CAN DO THAT. WE WERE TOLD TO GIVE ERIC UNTIL 1700 HRS FRIDAY . I AGREED AND AROUND 1630 HRS MY WIFE CALLED THEM AND WAS TOLD HE WAS WITH CUSTOMER AND WILL CALL BACK WITHIN THE NEXT 30 MINUTES OR SO, NO CALL. Saturday CALLED AFTER NOON AND THIS TIME HE WAS ON A CONFERNCE CALL, THEN AFTER A FEW HOURS IT WAS HE IS WITH A CUSTOMER AND HE WILL GIVE THE MESSAGE TO HIM . I HAVE STILL NOT HEARD ANYTHING FROM HIM AS HE DODGES MY CALLS. ALL WE WANT IS OUR DOWNPAYMENT BACK

  

  Business Response

  Date: 08/16/2024

  The customer was refunded the whole amount agreed upon. Customer has acknowledged the refund through email.

• Initial Complaint

  Date:07/09/2024

  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 was looking for a decent used car that I could trust. Well I found this solara in the back of the lot. We agree to 4000 OTD and I have texts to prove it. So the owner got pissed at his people and still got another 700 even after we made an agreement. I honestly grew up in a dealership so I was trying to be fair. Well he goes into a whole spiel that if there are any issues we will look at them etc etc etc. Well he didn’t even look at the vehicle and it was there all day and it cost money to tow it. I feel like I have no recourse. My father recently killed himself and he was paraplegic so he didn’t have the insurance everyone else gets. And this is all I had to get another car. And I thought being honest , telling him about my dad and his dealership and letting him know I understand how all this works. The car is at. My address. How does a car that was driven for 30 day get hydro locked ?? It makes not sense unless it was plugged like a mechanic told me. That’s dangerous and unethical. They should take back the car and give me my money back. I understand how dealers work but this is unethical, immoral, and just wrong.

  

  Business Response

  Date: 08/05/2024

  I am writing to address the recent dispute filed against Ultimate Motor Cars regarding the purchase of a used **** ****** ******, vin # *****************.  
  Mr. ********** purchased this vehicle on 04/19/2024 knowing it was an as-is vehicle. He understood that the Solara is a 17 year old vehicle with over 180,000 thousand miles. During the negotiation process, it was clear that the vehicle might require mechanical work and tlc, which the customer accepted as part of the deal. The vehicle was originally much higher than $4000 for asking price, but the customer was adamant and negotiated the price down.
  This customer is claiming that we had agreed to a price of $4000, when the actual selling price was negotiated down by Mr. ********** to $3000 plus all associated taxes and fees. Also, at the time of the deal, the customer needed some time to get the full payment together, so we graciously allowed the customer to break the purchase up into multiple payments. 
  Normally I would offer to work with the customer to trade out of the problem vehicle and into a better fitting one. However, this particular customer was rude to my staff, including cursing directly at me and making some very racist remarks. After my dealings with Mr. **********, I was considering obtaining a restraining order, but decided otherwise. With this in mind, we would prefer to no longer have any dealings with this customer.
  
  Thank you for your attention to this matter. We hope this letter provides clarity on our position and demonstrates our commitment to ethical business practices.
  
  

  Customer Answer

  Date: 08/12/2024

  They have dine nothing at all whatsoever to help a struggling family which 4700 is life changing and they are keeping and and have not even looked at the vehicle and they had it for 2 days. Insurance demanded it was somewhere they can look at it. So I had to have it towed to sargeants service center. UltimateMotorsport has done nothing for me nor even a deal where I’ll give him his car back but they will not get back to me. This has damaged my mental health after suffering several recent traumas and the money from insurance that I used to buy an unsafe car that I was lied to about. They didn’t tell me about accidents or that the cooling system was leaking into then engine. I would not of have gotten the car. This has turned me angry and upset. It’s an easy issue. I paid cash after they tried to scam another almost 2k from me. Thank god I saved the texts from the salesman. So they couldn’t fight me in what I had. I got the car for 4700 even though they had already agreed to 4k out the door. But so to be a good  neighbor i went up to 4700 because I was told it was a good and safe car. Over several days I thought about it and came with the cash and then the extra 700$ I wasn’t expecting to pay. But I tried to be as helpful as I could be. So the car was hydro locked which means the cooling system leaked water into the motor and totally ruins then engine. That should have been an obvious issue to any service technician and it’s sad that they either a. Don’t have a good enough technician and are selling unsafe cars. I could have been dead. Happens in a blink of an eye. Call me ********** and I am begging for help. That 4700 is a lot and I should be able to use that to try and get a car. Insurance refuses to pay saying mechanical isn’t covered 

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2012 ***** Traverse from **** a couple months ago. When I drove off the lot and was on my way home, it started driving awful. Wheel shaking horribly and a tire pressure light came on. I let them know the next day and brought it in for them to look at it. They fixed the driving hard but never the light. Another week went buy and it stopped being able to shift and a check engine light came on. I took it to the auto store and they confirmed Transmission issue. Contacted Ultimate motor AGAIN (now this is all happening within the first month of my buying the car and I hadn't even made 1 payment yet) they told me to bring it in and they'd look at it. They confirmed Transmission and was going to fix the issue. They had car a couple weeks and said it was going to be getting a new Transmission. Finally got car back and was driving good, haven't even gotten to my second payment and car having same issues again. I have been trying to contact **** and he is avoiding this. He is hiding behind his mechanic and making him talk to. He needs to make this right. With this car having so many issues, accounting to *** it's only worth 4000. I'm paying over 7000, 12000 with the payments over 2 years.

  

  Business Response

  Date: 07/09/2024

  Please See attached

• Initial Complaint

  Date:10/25/2023

  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 received a scratch and win marketing piece from them in the mail. I scratched it and my number matched the win $500 box. I was dubious but it said clearly if my number matches the one in the box I win the prize. I had to schedule and appointment and it is right by my kids school so I scheduled it for on the way to pick them up. When I get there to claim my prize I was told no, that is just an example. The actual number is printed lightly near the mailing address and is not at all obvious. I got up and told him it is ridiculous to use such deceptive and sleazy marketing tactics and walked out. ***** the owner, came out to my car apologizing and agreed that it was deceptive marketing and that he had been out of the office for a family medical emergency and had not seen the final proof. He admitted that it was deceptive marketing and that it only happened because he was out of away for a medical emergency but going through their ****** reviews there is another 1 star review for the same thing in April 2022. I wonder if that was also due to a medical emergency? We bought a car from them last year and they pushed the extended warranty super hard to which I reluctantly agreed as he said that we would be refunded the extended warranty if we requested the refund within 90 days of purchase. I duly requested it within the time frame and then their "systems" were down so they couldn't issue the refund. I persisted over the next week and was then told that actually their insurance providers system was down and there was nothing they could do. I contacted their insurance provider who said their was nothing wrong with their systems and that they were not down at all. It took a couple weeks and over 10 phone calls before they eventually refunded the amount.

  

  Business Response

  Date: 11/06/2023

  Please see attached response.

   

  Thank you 

  Customer Answer

  Date: 11/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: it is clear that the owner of this business lacks integrity. He knows that the marketing piece is deceptive. If he were to send through a copy of it then it would be clear to see that it is designed to be deceptive. It also says on their that I won, I also received an email saying my winning numbers were verified. I was told the scratch part that I scratched was just an example but there was nothing to scratch at the dealership so it wasn't a scratch and win then. There is a complaint from April 2022 for this same type of marketing so it wasn't sent out accidentally while he was on medical leave. It is a repeated marketing strategy. If he was sincere in his response he would not simply have me removed from the mailing list he would correct the marketing to not be deceptive. I wonder if they were audited whether or not anyone did indeed win any of the main "prizes". **** clearly has no remorse and no desire to operate with integrity or to correct their deceptive ways of doing business. 

  Regards,

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

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i bought a car on June 30, 2022 from Ultimate Motor Cars in St Augustine. The day I picked the car up I noticed it was not driving right. When I accelerated I felt the car pull hard to the right. I called the dealership right away and made an appt to have it looked at. They took it for the day to have the front end aligned. I called at the end of the day. They said they couldn't do it because the machine was broken. They returned the car without fixing it. I had to wait a week to have it aligned only to find out from the lead mechanic ***** that the alignment was done but did not fix the problem. I asked them what the problem was and they sent me an estimate with a laundry list of repairs. The most worrysome was the axle was not right. They told me they would order the parts and fix it. Then came back and said i would have to split the repairs. During this same time i discovered the drivers side seat belt was not working. They said they would fix this right away..again they did not. a month passed and i have this car that wont drive straight, seat bely is not working, arm/axle is not fixed and the lead mechanic told me the parts on the back of the car that enable steering are not the right parts for the car which is why it doesn't drive correctly. They have been stalling about fixing the car. To fix it myself will be over 2,000 dollars. I asked my salesman **** repeatedly for the 100 point check list but he did provide it. I have asked to speak to the owner many times but ***** keeps telling me he is on vacation and unreachable. I am beside myself and so upset I bought a car at Ultimate Motors. I have now paid too much and have a car that needs a lot of work and is not safe to drive on the road. I either want them to wind down my deal. They misrepresented themselves and have proved to be untrustworthy as a business

  

  Business Response

  Date: 08/30/2022

  See Attached

  Customer Answer

  Date: 08/30/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Ultimate Motor Cars sold me an unsafe vehicle. The phone conversation they submitted was just a conversation. After that conversation I had the car back to the dealership 4 more times and the car was still pulling to the right, no new seatbelt had been installed or any other repairs were done. I kept getting promises but without resolutions. Shortly after that I brought the car to have the front end alignment done at another business. The mechanics there told me all of my tires were separating and the car was a danger to drive. So, in addition to the broken drivers side seat belt not working the lower control arm and worn bushings, leaking transmission, the tires were an endangerment to my life and the lives of my kids. I did not sign an agreement to the repairs. The conversation went over what Ultimate motors expected me to pay. I did not sign or say I would make any service payments. As a matter of fact, the service manager ***** promised me he would fix the problems with the car free of charge. I did pay for a CARFAX report and found the car had been in a substantial accident. I purposely asked the car salesman if the car had been in an accident. He said he would get me information about the car and believed it had not been in an accident. I spoke with **** the Owner of Ultimate Motors cars and was very taken back by his lack of concern at the fact his business is putting unsafe cars on the road. He told me "you bought an eight year old car, what did you expect a new car?" He then told me they put acceptable tires on their cars. I suppose splitting tires are considered acceptable to them. **** only called me because of my complaint with the BBB. In addition to my complaint for Ultimate Motors selling me an unsafe car I have also included texts from the service manager promising me he was going to fix my car. Mr. ****** doesn't have a day to day place in his business. I had called multiple times and he was away on vacation. He told me on the phone he is not responsible for micro managing his staff. He take no responsibility for the vehicles he puts on the road. 

  Regards,

  ****** ****

  

  Business Response

  Date: 09/07/2022

  The only way I would be willing to help Miss **** with her current issues is if she follows through and pays the money she currently owes Ultimate Motor Cars which is a grand total of $1874.96. Of which, $1500 that was due from Miss **** back on 07/29/2022       ( Please see SIGNED promissory note agreement) & the additional $374.96 is for service work that was done on her vehicle after the sale. I have attached the RECOREDED call where she verbally agreed to pay said amount. If Miss **** pays us the money that is currently past due on,  I am willing to work with her on her current concerns. If she doesn't pay us there is nothing else I can do for her at this time. WE have followed through on all our obligations to Miss **** & we would still like to help her but can only do so if she takes care of her previous obligations to our company. If you have any further questions or concerns please call me direct @ ************ anytime between 1-4pm Mon-Friday.  I hope that after reviewing all the supporting documents we have provided, you folks can close this case. 

   

  Lastly, all the attachments I am submitting now were previously emailed to *********************** back on 8/29/22. 

   

  Thank you,

   

  **** ******

  GM

  Ultimate Motor Cars