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: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.

  On February 21st I went and purchased a 2007 **** Expedition had it only 2 days and had to get it towed they had it for a week got it back again not even a week truck broke down again that all happened before I made my first payment on the vehicle I get the vehicle back had it a week it's broken again that makes 3 visits back to the dealer when we spoke last week he said **** the owner I would have no more issues here I am again and the truck is broken down and it hasn't even 2 months yet I've literally only had possession of the vehicle for only 2 weeks the rest of the time it was parked not running waiting for them to pick it up or in their care the other weeks

  Business Response

  Date: 04/14/2025

  The issue with this vehicle is not starting or shutting off.  The issue was addressed with a tow, jump and started on and off, let sit, started it and drove in our possession.  The starter, the battery, the alternator and other components were  checked.   The problem did not continue while in our possession.  Cust picked up vehicle on Friday.  Cust contact today after picking up the vehicle last Friday - having same issue..  Spoke with her on the phone and trouble shooting other possibilities.  We continue to work with our customers until the problem is resolved.

• Initial Complaint

  Date:09/10/2024

  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 March 1st I went to Auto Image Plus to buy a car for my birthday. I paid **** for the down payment. when I buy the car, he told me if I have any issue with the car to let him know. From the time I get the car it had problem with it. It was slowing down in traffic I call and tell him about it. He told me to bring the car in so he can check it to see what's going on, so I did. when I get back the car the same thing keeps happening, I call and tell him know about it he told me to bring the car in again. every time I take the car in the problem is not getting fix. so, on June 10th I take the car in and drop it off to him and said I am not taking back this car until its fix. couple day later he tell me the transmission is bad that he will get a one and fix the car I said OK. I had to rent a car for a month since the car was getting fix, so I thought. but little do I know the was not getting fix I keep car about the car and no answer I even went down there to see what happening but every time I come there, and he see me coming he run and hide. So, one day I pass by and let my daughter drop out the car before I park up and he was there so I talk to him and ask him what's going on with the car when will it be fix, he told me Friday I said OK Friday came I call no answer evetime I go there it's always a run around. so, I end up buying another car. on Tuesday July 16th his secretary call and said that I must come in on Wednesday July 17th because he came up with a solution about the car. on that did he went and take out $180 out of my account for the payment of the car. so, I went there on Wednesday, and he didn't come out he called me on the phone and said he got another car for me so I told him you tell me this now after I went and buy another car all the time I call and coming down there you never tell me that you will give me another car. you were ignoring me and my calls. so, I told him I need my money back he said he can't give me all my money back.

  Business Response

  Date: 09/19/2024

  Miss ******* did make a purchase from us on 6/10/2024 as stated in her complaint miss ******* also understood that she purchased that vehicle as is and she would be responsible for any and all repairs that may be required after purchase because we cannot predict when or where a vehicle may fail we offer our customers some financial relief by assisting the repair cost. During the time that Miss ******* had the car in her possession there were several issues that came up we assisted her completely we even had the vehicle towed to the repair shop at our cost, that last time the vehicle was brought in it determined that there was a transmission issue we told ms ******* that it would take a while to determine what action would would be taken in this situation, Ms ******* was patient while awaiting the results of our findings we determined that it would be to costly to repair the transmission so it was decided that we would put her into a different vehicle and that process would take some time also during that time Ms ******* purchased another vehicle simultaneously as we had another vehicle ready for her because of the situation we couldn't just put her in any vehicle it had to make sense financially for the dealership and be comparable to the vehicle that she was coming out of Ms ******* was not satisfied with our efforts so she removed her belongings and voluntarily returned the vehicle after which she requested a full refund i explained to her that  is not how it works we came to a an accord in witch we would refund a portion of her deposit but a review of her account needed to be analyzed first before if any refund would be given after careful review of Ms ******* account it was determined that there was no refund due to Ms ******* but because of our business relationship consideration was taken to refund $500.00 to Ms ******* after Ms ******* returned the vehicle and we had that discussion i never heard back from Ms ******* until we revived this communication from the BBB we are still willing to stand by our offer if Ms ******* is so inclined            

  Customer Answer

  Date: 09/22/2024

   
  Complaint: 22264827
  
  I am rejecting this response because 500 is not enough am not settling for no less than half of my down payment. Because he knows the car had issues and still sell it. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 09/23/2024

  We have responded to this request, and our position and offer remains for 30 days.  

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22264827
  
  I am rejecting this response because: how and when will I get the settlement that you offered through the BBB? I replied to BBB on 9/23 advising I was accepting the offer.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 10/22/2024

  This response was taken verbally by BBB:

  We have been in contact with our customer and have apologized for delay but we are recovering from the aftermath of Hurricane ****** and are having to utilize our funds for clean up and repairs. We have advised our customer that we will fulfill the offer for the $500 but request she be patient and work with us. We hope to have this completed within the next 30 days.

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22264827
  
  I am rejecting this response because:

  I havent received my settlement from Auto Image and it has been 30 days.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 11/22/2024

  Unfortunately, we regret to inform the customer that the offer that she rejected was a courtesy.  Once she rejected that offer, no other negotiations or offers were to be extended.  As a buy here pay here used vehicle dealership, any form of a refund is not offered.  We extend a courtesy repair and do our best to resolve any issues that arise in the first days of purchase.  In certain situations we try to help, and if a customer refuses our offer we no longer consider alternatives.  We have a long standing referral and repeat customer base due to our courtesy.  Sometime it does not work out.  We hope that the customer understands our position.  Should the customer have a need for any service in the future or entertain another purchase we will gladly offer a reasonable discount in consideration of these circumstances.

  Customer Answer

  Date: 11/22/2024

   
  Complaint: 22264827
  
  I am rejecting this response because I didnt reject the offer you guys said that I should wait until 30 days for you guy to pay me and now you want to lie and said I rejected the offer because you guys dont want to pay. This is ridiculous. Why guys lying and said I rejected the offer when u said I have to wait because of the hurricane. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/01/2022

  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 was saled a car. I asked if there was any issues with the car he said no. I looked at the dash and it had a sign on it, I asked what was that, I was told nothing. I toke the car when I got home I started looking at the book that came with the car, thats when I saw the same sign, it was the check engine sign an another one for service. I emailed the company and told them I am bringing back the car. Car was shaking hard at complete stops and it smell like it was going to over heat. Toke car back 3times within the month, and maybe had the car for a full week if that. I also had to jump the car twice. I toke the car to Auto zone an put it on the scan and the sensors on all side was bad. I told them about it. I was told they will fix the car everything is good 2nd time. Got the car back still shaking like crazy and the smell was still there. They had changed the front tires and battery. I told them the sensors was not fixed, the over heating smell, the shaking and the check engine light was still on he told me they could not get the check engine light off. I would have to take the car to the dealer for that. I said I would like an exchange or refund please. I dont feel safe in that car. After going back and forth for weeks, I got a text saying they will give refund minus the taxes an registration fees an I would have to wait for the car to be sold. I replied back saying I should not have to wait to get my money an the car wasnt registered. I got no reply. I called 2 and leaf message. I got a text, I called the #back an this lady started helling and talking loud telling me Im harrassing her sales team. Dont call back up there. She will get back to me when she is done talking to the owner about my refund if I dont hear from her within the week CALL HER BACK XXXXXXXXXX. NO CALL, I SENT TEXT NO REPLY. I went UP THERE TO SEE IF THE CAR WAS ON THE LOT, THE CAR WAS GONE. I CALLED AN LEAF A MESSAGE. SHE TEXT ME A LONG TEXT SAYING THEY NOT OBLIGATED TO PAY ME BACK. My refund

  Business Response

  Date: 08/08/2022

  Business Response /* (1000, 12, 2022/07/26) */ On Feb 1 2021 ***** purchased the car, test drove it a couple times before making her decision to buy. On Feb 7 she made an apt to service for check engine light. Did not mention any problems, no jerking no noise no smell , just the light check. Feb 8 we text her the car was ready. We text her that we changed the battery and front tires. Front tires were the issue with shaking on the front end, so we replaced them at no expense and the battery was weak so we put in a new battery. Still no smell. The tire sensors were probably weak, but in checking all the tires after putting on new tires, everything checked out. Feb 9th without coming into the office she text she does not want the car. We explained to her as a by here pay here/used cars they are not perfect and we fix what is obvious when we have them, and when the cust drives on a day to day basis, some issues may arries, as did in her case and we fixed it. As a by here pay here we were not obligated to pay those issues, but we wanted her to feel comfortable- no charge to her. She text that she asked if anything was wrong with the car, we do not guarantee a perfect car. We helped her out. She continued to "in capital letter" text yelling you said nothing was wrong with the car..........she kept referring to the jumping and the smell, yet she refused to come in and check out what we fixed...She kept saying she didn't feel safe in the car (even though she refused to drive it)- so matter what we did or said, we had 3 other skilled mechanics/tech test drive it, I test drove it my self on the highway and local, the issues she referred to were gone. Feb 10, Feb 11 again asking her to come in and text drive that all was fixed. She also text on Feb 11 that she will come in on Saturday and that she felt she did not need to test drive and that in her mind she convienced herself that it was not fixed. We feel at this time that she purely did not want the car. Customers can not just decide weeks later they changed their mind and want all their money back. We text her back "with respect to your opinion, although we do not share it, since this car was re-inspected it was ready for her to pick up. She never came in on Saturday to test drive or pick up the car. She did not contact us. On Feb 15 we text her again, informed her that the Dealer has no reason to receive the Mini Cooper back and recommend that she pick it up and it has been ready for a week. She responded that she was confused. She stated that the car was not re-inpsected (even though she never came for a week to check it, she continues to claim the same problems, but refuses to come back. She continues to make claims/accusations that are unfounded by her refusal to come and test drive it. Feb 16 she refused to give us information for her tag transfer and stated that we need to fix the problem that we lied about....Again, she continues to make accusations without coming in and inspecting going on two weeks now.Feb 17 - text her again to come in to pick up the car. She text back, its still not fixed (again, her accusations without coming in to drive it) Again we request the information to transfer her tag on Feb 17. She sent a pic of the dash showing the service light is still on, however, this picture is from when she first brought the car in, remember, she has NOT come in since servicing the issues she stated from a week after she bought the car. And the pic shows the brake indicator, which was related to the front tires, it does not state low tire/sensor, it does not state "service Engine". Friday feb 18 reminder to pick up the car. She finally got the car on the 19th, She does not reply until Feb 21, "Good Night, I drove the car and it is still jumping and even harder, like it wanted to cut off. I am so sick of the back and forth its driving me crazy, the engine jumping hard, every time I pick up the say, you say everything is good and then I drive it and then back to square one.........prior to her picking up the car, the owner of the business drove it, another service tech drove, I drove it. We all took it on the highway and on the street, we let it idle and none of us found anything. no smell, no overheating, no lights, no jumping regardless of our speed, IS ALL FABRICATED. We come to find out, that we could not even register her car due to multiple stops with the DMV for violations and tickets that needed to be cleared before she can register any vehicle. At this point we realized that its all stemming from her violations attached to her tag and registration/license that she refuses to clear up to register any vehicle. I text her again, that she needed to get this done, and felt this is the reason she refuses to take responsibility and want to return the car. I told her we fixed the problem, she was choosing not to go forward with her purchase, and is not entitled to any refund. After we calculated the time she purchased, we accommodated her by servicing the issues and correcting the problems, we put multiple people on her request to ensure that maybe something was overlooked. That takes man hours and time. During this back an fourth with her, my sales and service department were constantly coming to me about her contacting them by phone. she was harsh with them and difficult to deal with, her constant refusal to acknowledge that the issues were fixed, her refusal to for almost two weeks to come drive the car and when she did, she fabricated the issues. At this time we felt she was harassing and so I directed her to reach out to me in the future and I will now handle her matter directly. I felt at this time that she had financial issues and other matters and that she was hoping to just opt out. Had she come to us in the very beginning with honesty about her registration issues and financial situation or what ever her reason for putting us through this, we could had resolved it quicker and sooner. But instead she chose to be difficult with her back and forth and refusing to give us any tag transfer information, made us check that car over and over again, thinking we missed something, managing her text and multiple phone calls to every department. She text back stating that she keeps getting no answer from us about her car.....im beside myself at her reply, makes no sense because we did not tell her what she wants to hear. She left a voice mail on April 11, I responded with a text reminding her that she was to contact me directly and not the sales office, reminded her that there were no mechanical findings for her to refuse the car, it was her personal choice, that we could not even complete the transaction because she refused to give us the information we continued to request, and that because of her actions as well, as the car was mechanically sound for sale, that I will get back to her. and until then do not come to or contact the dealership and once again gave her my direct phone number. She continues to call us liers, stalks the dealership, making accusation, text us that she comes by and can do what ever she wants that the road is PUBLIC and stated that she was NOT GOING AWAY. She continued to send text to the dealership phone, with snide comments, tell the owner I said hi, tell the owner I say God a Road???, the last text was June 1. With all this, Customer is not entitled any refund - car was mechanically good, its a used car, no used car is perfect, when cust drive every day, little things (sometimes big) show up and we have always resolved the matter with the customers. Though we empathize with her situation, we went above and beyond to accommodate her and nothing would be acceptable. Her lack of driving the car and yet continue to state we were liers' and the problems were not fixed, is unfounded. Her statement that she is not going away also states and confirms her harassing and stalking, her refusal to contact me directly and continued to leave text and phone calls to the dealership number, also states that she refused to comply and prefers to harass. Nothing more we could have done for her. Sorry for her situation. Consumer Response /* (3000, 14, 2022/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent in all communication with this company. The car was never fixed. They fixed what they wanted to. I did go in an test drive the car after they said they fixed it. My 2 sons was with me at different times, they can spoke on it also. The second time I asked if the sensors was fixed, they never fixed the sensors and the service light was still on everytime they claimed they fixed the car. The last time I ask why is the service light on still I was told I would have to take it to the dealership to have it removed. I did text her everytime but the phone would go straight to voicemail an then I would text. No response. I did let them know I am not going away because I was no getting any reply. When I do get a response it would be from the rude lady I never meet. If I have a dispute an this lady tells you do not call or come to they location until you hear from them but the car is sold an you NEVER heard from her only thru text telling dont call. Please help me understand. I sent all text messages back and forth. I did not leave any out. They play on people they think isnt going to fight for they right. Harrassment is not trying to find out whats going on with your money and you not getting no response but dont call or dont come. I did give them all my info for registration. They then told me they could not register the car because of a hold. All this is in the text tread. Consumer Response /* (3000, 17, 2022/07/28) */ Also I was never told about no buy here pay here policy. Its all in the text tread. Please review the text tread. When I asked for a refund or exchange that was my second or 3 time going back and forth about repairs to the car Business Response /* (4000, 19, 2022/07/29) */ All paperwork is very specific, this customer knew exactly what she bought, and what she signed. She clearly understood her contract. She clearly knew this was a by here pay here, and she sighed paperwork stating and accepting - AS IS, NOTHING OWED/NOTHING PROMISED. The customer test drove this car, came back bought the car, she never test drove it after it was fixed. she was harassing and difficult - her complaints were unfounded to the degree that she is stating. Im sorry she is going through her difficult times, but she enter into a contract that is her responsibility. Just because she changed her mind, she can not expect her money back. Im sorry for her situation, but our position stands.