ComplaintsforThe Taverna Collection Inc.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied for a car on July 10 an was informed that I was pre approved than they stated that I had to send 500 for deposit an my monthly payment was ************************************************************************************************************************************** versus calling me about the vehicle the agent send multiple videos with conflicting information after about a week the vehicle still hadnt shipped they stated that they couldnt find a carrier than this week which would make the third week 7/22 he stated that the bank (Santander )would not accept my documents .on 07/28 the general manager stated hey would send me a refund but I have yet to receive any information in regards to a return I feel that I have been scam an my credit has been ran multi times for no reason am I didnt receive the car I also had to pay for insurance on the vehicle that I didnt even have because they stated the vehicle couldnt send without insurance on it

  Customer response

  07/29/2024

  Here are a few text messages between me and the sales representative at the location I have more from the beginning to the end

  Customer response

  07/29/2024

  This is also a email I was sent that the general manager stop replying too 

  Business response

  07/30/2024

  The customer's stated income on their credit application didn't match what they were able to prove - it was off by a large margin. It took time for the Customer's lender to review. The Customer has been refunded their down payment. 

  Customer response

  07/30/2024

   
  Complaint: 22061484
  
  I am rejecting this response because:that information is still not accurate I was told by the sales person congratulations as you see in the above text messages an that they didnt need any more information from me so why take my money if you guys didnt know if u was approved an I have yet to see my refund returned as well they gave me the run around for over 2weeks stating that it was the carrier that delayed the vehicle from being shipped they didnt tell me that it was a problem with income until I reached out to them yet again an another representative told me that it was held due to income 
  
  Sincerely,
  
  Craneshia *****

  Business response

  07/31/2024

  The Customer knew at the time of their approval they needed additional documents. They were approved by the bank with stipulations - their income failed to pass verification. As stated prior the customer has been refunded and will see funds shortly. 

  Customer response

  07/31/2024

   
  Complaint: 22061484
  
  I am rejecting this response because:
  That information isnt correct I didnt know anything an I can provide every conversation  as shown in the previous messages how did I know that all my documents wasnt accept but the sales rep stayed everything was fine I constantly had to call this business to get information about my car purchasing process an also if I was informed about documents why would you guys be sending me info stating that the car was being ship an waiting on a carrier you guys not only wasnt my time you also cost me money for not being transparent with me before taking my money an giving false information 
  Sincerely,
  
  Craneshia *****

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2016 ******** **** E400 from Taverna in ******* and had the worst experience I have ever had. The communication was not good after the purchase was made and my rep **** did not keep me up to date on the stage and delivery process of the car. I received the car a week later and it was completely dirty on the outside and inside front window. The car was missing a gas cap, lower floor panel, spare tire **** set, license plate holder, and had a broken parking brake handle. When I turned it on the low battery signal for the key fob came on. It had no gas in it and the tire pressure sensor came on while driving to the gas station for my first fill. The tires were worn, over inflated to 51bs and had bubbles in the 2 rear tires. I took the car to get new tires and found out the tire key for the rims was not provided with the car. None of this was shown or communicated when showing the car. I spent over $1500 in correcting issues just to make the car drivable. I communicated some of my issues to **** who had me send in an email to the management but received no response.

  Business response

  08/08/2024

  The Business is happy to help if the car was delivered with unsafe tires - we've reached out and are awaiting the receipt/photos from the Customer. 

  Customer response

  08/08/2024

   
  Complaint: 22054313
  
  I am rejecting this response because: It does not address all the issues stated in the complaint. It only is addressing the tires but not addressing the costs of missing equipment that was not shown or disclosed before the purchase.
  
  Sincerely,
  
  *************************

  Business response

  08/14/2024

  The Business is happy to help if the car was delivered with unsafe tires - we've reached out and are awaiting the receipt/photos from the Customer. 
  

  The Business has still not received these. Additionally, the customer's other concerns are not ones we would be able to reimburse for (car dirty, as is what happens when a vehicle is transported). The customer purchased an eight year old vehicle- not all eight year old vehicles have spare tire sets still in the trunk, for example. 

  Customer response

  08/15/2024

   
  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. I need the full cost of the tires refunded since it was missing a parking brake, tire lug nut keys, and a floor kick panel which were not disclosed or shown before the purchase since I was out of state.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was charged 550 dollars on July 15th 2024 for a down payment on a car I would have been purchasing from the Taverna collection. The next day I was called and told they had to send the car back due to a bad clutch. I have asked for my money back which they said would have been in my account by July ********* and have not received it. I have called multiple times emailed and texted with no luck.

  Business response

  08/08/2024

  The Business apologizes for any delay - the Customer's refund has been processed and should reflect on their end in 48 business hours. 

  Customer response

  08/20/2024

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company won't fulfill cancellation obligations! On July 3, I cancelled the contract to buy a preowned vehicle. I was within cancellation guidelines according to contract, not only that, I've never had possession of the vehicle, and the dealership agreed to the cancellation. In fact, it returned my deposit as a result. The problem is that the dealership won't finalize the cancellation with the bank by submitting a "flat cancellation document". The bank claims it can't remove the loan until funds returned with flat cancellation document. My salesperson has said repeatedly the document was filed, but bank hasn't gotten it. I have spoken briefly with the General Manager to no avail; hes no longer responding to me. I simply want this disaster behind me. But the dealership insist on violating the cancellation agreement by not returning funds to bank via flat cancellation document. And I want to know why.

  Customer response

  07/29/2024

  Hello,

  If The Taverna Collection doesnt respond to my complaint, what would you suggest I do next?

  Thanks,

  C Wyatt 

   

   

  Business response

  08/14/2024

  Business has reached out to lender again - deal was successfully flat canceled. The Business let the customer out of her contract in good faith. 

  Customer response

  08/15/2024

   
  Complaint: 22030299
  
  I am rejecting this response because: it took too long for your response. Why did I have to contact BBB and other agencies to get this resolved?  Its despicable and unacceptable!  
  
  Sincerely,
  
  *****************************

  Business response

  08/16/2024

  Flat cancels take a few weeks to process- as is typical. The Business has resolved the Customer's issue. 

  Customer response

  08/16/2024

   
  Complaint: 22030299
  
  I am rejecting this response because: the bank had been saying for weeks they hadn't received the flat cancellation from The Taverna Collection.  Until finally it was received July 22.  The flat cancellation process didn't take long after that.  So I ask again, why did it take you so long to submit it to the bank?   Are you scoring points by maximizing the time it takes to resolve complaints?  It appears to me you rather mount on stress than to put a customers mind at ease.  

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

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a car through this dealer online. The website boasts of it quality, transparency and devotion to trust. It shows that all cars go through their great reinspection facility checking for mechanical and cosmetic damage before ever being sold to the consumer. This is all a lie. I purchased a 2013 **** q7 from this lot. Trusting the sales man when he told me not to worry so much about not seeing it in person. When I asked for video and pictures of this car it took them 3 days (a day after I put my deposit of 2500 down) the car looked great. When I finally received the car which took longer than they promised. It rolled off the transport in a completely different condition then disclosed, and not only that the car didnt even start!! It also had more mileage on the odometer than what was in the paperwork! Their answer was for me to get it towed to a mechanic and it will all be taken care of and its not. Its been over a week with no resolution except for me to pay them to return the vehicle. Do not buy from this company. I am contacting all I can to warn them and also have acquired a fraud lawyer who has review this and I will be taking this to court. These people lie. They sold me a car for less than it takes to fix the car claiming it works just fine.

  Business response

  07/20/2024

  The Business has assisted Customer with the repair of his vehicle. As shown to the Customer in video, his vehicle left on transport in running condition - something clearly happened in transport. The Business took it to a local repair shop to the Customer, paid the estimate, and is shipping the vehicle back to our premises to be fixed free of charge. 

  Customer response

  07/31/2024

   
  Complaint: 21998673
  
  I am rejecting this response because:
  Not only did it take me getting a lawyer and contacting BBB to even get a response. They reply like they did this in any kind of professional fashion and I still havent received the car. Havent gotten a reply back to emails calls and texts regarding the car. So no. Nothing has changed. They sold a car that didnt start took my money. And I never got a car. Still. We closed the deal almost over a month ago. Still out money. Still no car. Still constant headache 
  Sincerely,
  
  *******************

  Business response

  08/08/2024

  The Business took this car back in good faith - no more issues for the Customer! 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put a $1000 down payment on a car to just hold the car that I was interested in buying, but things didnt end up working out. The sales person told me 3 weeks ago that my refund would be in my account in 5-7 business days. I still havent received any of my money back as of 7/5/24.

  Business response

  07/10/2024

  The Customer's payment was refunded in full per the attached. 

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  A pre-purchase inspection revealed 2 flaws in the front passenger window: 1.) misalignment/gap that would leak in a rainstorm 2.) a malfunctioning motor that opened the window 50% open whenever the door was opened, and a requirement to pull repeatedly on the "up" switch in order to get the window to close. Because pre-delivery repair was impossible in this make of car, the salesman proposed I take delivery and submit for reimbursement once I'd had it fixed. I agreed and the customer service manager put this commitment in writing. Having since taken delivery and having the window repaired, at a cost of $853.40, I submitted all receipts to Taverna Collection for reimbursement. The General ************************* Manager, and Salesman have all refused to answer snail mail, texts, e-mail, and phone calls since. I have been "ghosted." Having proceeded with this purchase in good faith, despite a pre-identified and unacceptable malfunction with the car, the dealership has reneged on its commitment to uphold its end of the deal.

  Business response

  07/18/2024

  This has been amicably resolved with Customer. 

  Customer response

  07/19/2024

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep Cherokee on 5/7/24 for my myself and a Dodge Ram on 6/1/24 for husband from The Taverna Collection in ***************** *********************** and *********************** were our salesmen. We have yet to get the proper paperwork sent over to the ************ ********** to get our hard tags here in the state we reside in which is *******, MS. ** emails have been unanswered Ive called several times with very little success and left messages that no one has returned with the exception of someone name **** this past Saturday evening but when I called her right back she didnt answer. I was on hold for over 40 minutes. The second temporary tag for my Jeep expires on tomorrow 7/3/24 and this is the really the only vehicle I have to get to and from every day for work which I might add I work (2) jobs and definitely cant afford tickets for expired tags due to their negligence. Im in desperate need of some help please!!!

  Business response

  07/19/2024

  Hello,

  
  We were in contact with the customer again on 07/09/2024 and advised them that their license plates were ready to be picked up from their local county ***. Upon the customer's arrival at the **** they were informed that the check provided required ten business days to clear and that their license plates would be mailed to them.

  
  This delay is not due to any negligence on our part, as we fulfilled our responsibility by sending the title and registration to the customer's residing state of ***********. We are subject to the ***'s processing time. Additionally, we have reached out to the supervisor of the *** to request a quicker turnaround.

  
  Thank you for your understanding.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a transaction with The Taverna Collection at the end of May. I purchased a 2022 ******* Nautilus. The car was delivered on Thu, Jun 6, 2024 around 8:45PM. Upon initial inspection of the vehicle, there were several issues:1. The passenger door had obvious signs of an accident.2. The hood did not close fully and the opening is uneven.3. The front grill at the top corners did not look secure.I immediately sent an email to ***** the salesman who sold me the car. This was alarming because **** gave no indication that the car was in an accident, and, to my recollection, he told me that the Carfax was clean. I have seen several complaints on the BBB website alleging that this company generates Carfax reports that are inauthentic. After a brief exchange where **** alleged that he told me about the accident in one of our conversations [which he did not, he never mentioned anything to me about an accident, even after I asked him], I proceeded to contact customer service.The policy indicates that there is a 5-day, 250 mile return policy. In my email, I stated these things. Upon further inspection the next morning, I saw that the car was covered in an oily substance, which I indicated to the customer service **** ***** after being told by **** to address my concerns with with customer service. The car was scheduled to be returned on June 10th, however my wife was not home when the transport showed up. I was in ****** at the time, but I reached out to customer service and let them know that I would pay the shipping fee in addition to the other fees associated with a return. I also paid out of pocket to have the car shipped back, and it was delivered on June 16th, intact, with a bill of lading to prove that it was returned in the same condition in which it was picked up. It took two or three weeks before receiving a partial refund. I am still waiting for $10K. The company has not taken my calls. I need the rest of my money.

  Business response

  07/20/2024

  The Business has processed the refund for the Customer - he will get proof of tracking on Monday. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/28/2024 I purchased a Tesla Model Y from Taverna Collection online. I live out of state. I was sent a video of the car prior to it being shipped to me and it appeared great with no major damage. On 6/9/2024 I received the vehicle at my home. The vehicle which came off the truck had moderate damage to the right bumper (paint marks and scratches). The plastic undercarriage on the passenger side was hanging off. This was not the vehicle shown to me. I called that day and spoke to the manager to begin the process returning the vehicle. The vehicle was picked up from my house on the 11th and shipped back to Taverna. I have not received my deposit back and they have not paid off my loan. I want all my deposit back since I was scammed into thinking this car had no damage and proof of pictures showing no damage prior to arrival. I have tried to contact management but I have been given the run around as to when I'm getting my deposit back and loan payoff. I will be filing a complaint with the Florida used car commission. I have tried to be patient and work with this company but there appears to be no sign of resolve. In the attached photos I have screen shots of the picture of the car which does not show damage to the bumper. I have been scammed and of this matter does not resolve I will be escalating this complaint through civil court. For damages, including pain and suffering.

  Business response

  07/20/2024

  The Customer's vehicle was returned amicably - should the Customer need anything else they can reach out to ******************************** , ****. 

  Customer response

  07/22/2024

   
  Complaint: 21906090
  
  I am rejecting this response because:
  

  After thinking and praying about my experience here at Taverna Collection, I feel like I was taken advantage off. Scammed. I spoke to ************, who was incredibly nice and very helpful. I have only positive things to say about her. She assisted and helped me up to a point. The management over her declined to give me a full refund of my $5,000. deposit. I understand if I ordered the car and got the exact same car with no damage then returned it. I know I would be out the deposit. But in this case I have proof from the video/screen shot I was sent from the sales guy, Jamar, the vehicle had NO damage. I understand buying a used car there is going to be some defects and scrapes. I received the car with moderate/substantial damage to left bumper and the under carriage lining was hanging off. This vehicle appeared to have been in a wreck, made clean again without reporting it to carfax. I received just over ***** in a refund from them but they said they would not refund the entire amount. From reading other reviews from other buyers this car dealership is taking advantage of people and its a matter of time before a local news agency or law enforcement deals with this place. I believe they have great people working here, such as ************. But her bosses need to realize the wrong they are doing to people and one day will have to answer to the Lord for every deed, Corinthians 5:10. In good conscience I could not sit here and let others people be taken advantage of. I hope my warning and review can hinder people from making the same mistake I made by doing business with this company. I have sent over a complaint to the Florida used car commission with forms, receipts and pictures in a effort to get the rest of my deposit. The non-discloser I was sent from you guys, I wont sign. I cant do it and watch others get scammed. I'm not that kind of person to see wrong happen to others while I sit here and do nothing. The least I can do is write a review as a warning to all who wish to do business with Taverna Collection. 

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

  Business response

  07/23/2024

  The Business, as previously stated, followed through with its return policy. The Customer received the vehicle with minor damage to the plastic underside of the bumper and the bumper itself- both small pieces of damage that can happen in transit. Instead of taking up on our offer to reimburse a fix for said plastic pieces (and with the reassurance that any damage is also covered under the transporter's insurance, like all cars we ship), the customer elected to execute the Return policy as signed (and attached here) and, per the Customer's admission, the video sent to him before the vehicle shipped showed no signed of damage. 

  Per the second attachment, ******** was also offered reimbursement to fly down and inspect the car himself before purchase and was afforded the opportunity to have a third party inspection, which he elected not to do. 

  For what it's worth, the vehicle was repaired at minor cost, resold to another cusotmer shortly after going back to inventory, and that customer is now happily driving the vehicle with no driveability or cosmetic concern. The Business made every reasonable attempt to rectify a fault that wasn't ours. 

  Customer response

  07/24/2024

   
  Complaint: 21906090
  
  I am rejecting this response because: 

  The vehicle was NOT damages by the transportation company. Let's inform the transportation company that you area throwing them under the ****. Check out the link to see proof from the transportation driver who took pictures of the vehicle prior to it leaving YOUR lot. ********************************************************************************************************. The photos clearly show the vehicle damaged prior to leaving. The transportation driver told me when he went to pick it up, he told your transportation manager (L) about the damages and he told him to send it anyway. He said the customer will have to fix it. I forwarded this link to J (sales guy) and to A (the customer service manager). I later found out A is no longer with ******** (good for him).  

  Your a liar *** and whether you believe in KARMA or not things always come back around. I attached my original email I sent to  your transportation manager the day of my complaint. In the email I mention his name. BUT to your accusation of blaming the transportation company is FALSE!!! Just own up and say you knowingly sent a busted car. You guys get over on people through your online sales. I understand mistakes are made but this was a intentional scam on someone. I found ******** on CARGURUS but I will be letting them know you guys ******. Whether they continue to allow you to scam people, that's on them. The bad reviews keep coming in. Upon researching about ********, there area many customers who share my same experience. I want my total deposit back!

  If you cant open the link let me know and I will send it to whatever email you want. ************ has my email.

  Sincerely,

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

  Business response

  07/24/2024

  The Customer received the vehicle with minor damage to the plastic underside of the bumper and the bumper itself- both small pieces of damage. Instead of taking up on our offer to reimburse a fix for said plastic pieces the customer elected to execute the Return policy as signed.

  Per the second attachment, ******** was also offered reimbursement to fly down and inspect the car himself before purchase and was afforded the opportunity to have a third party inspection, which he elected not to do. 

  For what it's worth, the vehicle was repaired at minor cost, resold to another cusotmer shortly after going back to inventory, and that customer is now happily driving the vehicle with no driveability or cosmetic concern.

  Customer response

  07/24/2024

   
  Complaint: 21906090
  
  I am rejecting this response because:
  

  Yall cant stop lying. Can you find where I was offered reimbursement. Negative!. A (manager) never offered reimbursement.  Second, I would not have accepted any terms to reimburse for damages because you would not have covered it. ***** would have charged more to repair then you would have been able to offer. Third, I would not have accepted any offer to reimburse due to the dishonesty of what you sent to me. You sent a busted car from your car lot. The pictures J sent to me when I was buying the car did not show the moderate to substantial damage to the bumper and undercarriage. The fact that you lied blaming the transportation company shows your character as you in to make any ***** you can even if its unethical. Proof is the vehicle was damages prior to pick up, sent anyway as a way knowing the customer would send it back thus keeping the deposit. You guys do this all the time and get away with it. ***** I dont have money to afford a lawyer because if I did I would seek legal action no matter the cost. I sent my complaint with documentation to the Florida used car commission to have this settled. (www.flhsmv.gov). Kuddos for fixing the vehicle and another unfortunate customer being scammed into buying busted *****. Also the fact of offering a extra 200 bucks but I would have to sign a NDA...haha. This wont be settled until I get the rest of my 5k from my deposit. 

  1. Showed me pictured of a undamaged tesla. 2 KNOWINGLY sent me a busted up damaged ***** that was not in the video of pictures which I was sent. 3. Blamed the transporation company for the damages which there is proof from the company it was picked up with the damages from the lot. 4. Tried to make me sign a NDA and they would give me 200 bucks to keep my mouth shut about this. If you were not wrong, why offer for me to sign a NDA. Give me back my deposit then Ill keep my mouth shut. DEAL? BBB is the only place on the web i have voiced my complainants. 

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

  Business response

  08/08/2024

  The Customer received the vehicle with minor damage to the plastic underside of the bumper and the bumper itself- both small pieces of damage. Instead of taking up on our offer to reimburse a fix for said plastic pieces the customer elected to execute the Return policy as signed.

  
  Per the second attachment, ******** was also offered reimbursement to fly down and inspect the car himself before purchase and was afforded the opportunity to have a third party inspection, which he elected not to do. 

  
  For what it's worth, the vehicle was repaired at minor cost,resold to another cusotmer shortly after going back to inventory, and that customer is now happily driving the vehicle with no driveability or cosmetic concern. The Business has no further comment. 

*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. ↩