ComplaintsforSports & Imports Autos of Gwinnett, LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 ****** Altima on July 15th. The car was and the check engine light was on. I questioned it but was quickly told its an alignment issue and they would list it on the we owe you page (its listed but they never preformed the alignment) the following day(7/16) I brought the car back because the vehicle was not safe to drive. They were also supposed to detail the car it seems they repossessed the car and gave it to me immediately with no inspection. There was a bottle full of urine in the back seat. Pepper spray in the glove box and the previous owners check with her down payment. After they had my car for a week they told me I could pick it up(7/22). I pick up the car and there are no codes. ***** minuets later im driving on 285 and my car will not go above 40 mph and its over heating. They pick up the car on (7/23) and I didnt get the car back till (8/06) I'm told supposedly they have changed 3 parts and the car is in running condition. Now the car is even worse the before it doesn't want to start so I changed the battery. I almost got rear ended in the round about because my car started slowing down and white smoke came out of the hood. This vichle is so unsafe. I asked for a refund or an exchange to another car and Im told they dont usually do that but my account manger can submit a request to finance. I asked to speak with finance directly and he said they cant do that. I asked if my attorney can speak with them directly and I was told yes. So instead of just giving me a refund for a car that clearly doesnt work and is extremely unsafe. Im now having to take legal action in an effort to get back the money Ive paid on this car. Id also like to note the account manager told me the payments probably cant be refunded because Ive been using the car but as stated from the dates above the car has been at my physical address a total of maybe 9 days of the 29 days Ive been paying of the car and Ive only been able to drive 3 times.

  

  Business response

  08/19/2024

  
  We would like to thank ******************** for her feedback.

  We have reviewed Ms. ********* account. Our records indicate ******************** purchased a 2016 ****** Altima On 7/15/2024.  

  
  On 7/23/24, Ms. ******** called in and advised she was having issues with overheating and the vehicle not going over 40 miles per hour. The vehicle purchase came with a 2 year/24,00 mile powertrain warranty covering the engine and transmission. This is offered as a courtesy and ******************** does not pay out of pocket for this warranty.
  
  
  On 7/25/24 we updated the customer and the vehicle was diagnosed and the repairs have started. The vehicle was released back to the customer on 7/29/24 after the repairs were completed.
  
  
  Ms. Archbold returned the vehicle back to the shop on 8/6/24 complaining of further mechanical issues. Her account manager advised ******************** if the mechanical issues persisted we would work on trying to send a trade request for her. On 8/8/2024 the customer called in and advised her account manager she is still having similar issues. 
  
  
  As of 8/16/2024, the customer has been approved for a trade. We have reached ******** and left her several voicemails. We need her to return the vehicle so we can trade her out. 
  
  
  We are waiting for ******************** to accept our trade offer to resolve this. 

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to the lot and finance in January of 2024. They put a temporary tag on my vehicle and I rode off. The tag expired March 11 2024. I went to the tag office to pick up the tag and I could not get it because Sports and Import never did an emissions . So I took the car to the emissions myself to have it done but the vehicle would not pass the test. I made a complaint with my agent and was told they would fix it. I put the car in the shop the called me to come get it and it still was not fixed. I was asked to leave the vehicle there again so it could be fixed. The dealer has had the car over 6 weeks. They expected me to keep paying when I couldn't even drive my car. They never offered me a another vehicle to use while they fixed or worked on the car. I had to find rides to work and make payments. I told the agent I wanted my money back. I paid 1700 down and 10 payments at 285 a month. I didn't make a payment during the time the car was in the shop because it was there for over six weeks. I shouldn't have to pay for a vehicle I'm not driving and it won't pass emissions .I have never been able to pass emissions. I have gave them plenty of time to correct there mistake. They trying to make me finance a lemon off the lot. I would like my money back. They lied to me on numerous occasions. Day one of purchase up until now I haven't been able to pass emissions yet I kept my end of the contract. I even paid for the battery and two tires within the first month of having the car. Sports and Import did credit me for those repairs. They kept trying to ****** payments but I don't have the car. When they called me and said the repairs were made I went to pick the vehicle up and it wasn't fixed period. They said it was a miscommunication. I have been catching rides, paying for Ubers and riding the bus. I'm over giving them time to fix the car I just want my money back. I feel like they out here scamming people and they have a license to do it.

  

  Business response

  08/12/2024

  **************** - 

  We sincerely apologize for the frustrations you've experienced with your vehicle and the issues surrounding the emissions tests. Please understand that our company adheres strictly to policies with third-party vendors, and while we strive to ensure they deliver on their promises, we regret that they have not met these expectations in your case. We understand the inconvenience this has caused you, especially regarding your transportation needs and the financial burden. We take your concerns seriously, as your satisfaction is important to us, and we hope to find a suitable resolution soon.

  We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 
  Please do not hesitate to reach back out to us at ************.

  
  Thank you.

  Sports & Imports Autos of Gwinnett
  

  Customer response

  08/12/2024

   
  Complaint: 22126388
  
  I am rejecting this response because: I have been more than understanding. Sports and Import can't be trusted in my eyes. I don't want to do no business with them. I just want my money refunded to me. They can keep the lemon resell it I'm done. The failed to hold up there end of the contract. The account manager *****. He is never in the office and can't seem to communicate my needs properly. I don't trust Sports and Import to uphold the word.
  
  Sincerely,
  
  *****************************

  Customer response

  08/15/2024

  The matter with Sports and Import has been resolved

• Initial Complaint

  08/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the business almost 3 years ago have been paying 144 dollars per week the contract I agreed to was for 36 months. The business is now say it is 48 months the car price with financing was ****** the have also implemented a new pay system that they keep charging me additional fees to make my payments the vehicle is a 2009 for edge and the company charging me almost ****** is insane the have sent repo people out when my payments where up to date and I am harassed constantly from the day before my payments are due each week to days after getting harassing text even though I have made my payment it has been like this for almost 3 years. I'm my option this is one of the most predatory and dishonest business I have ever had the displeasure of dealing with.they have me stuck in a vehicle I have way over paid for already and constantly harassing me even after I have made my payment.

  

  Business response

  08/12/2024

  ******************-

  We sincerely apologize for the inconvenience and frustration you've experienced, and we take your concerns seriously. We understand how important this issue is to you, and we want to clarify that the agreed-upon contract term has always been for 48 months, as documented in the attached paperwork. We also regret any confusion caused by our new payment system and any additional fees incurred. Please rest assured that we are committed to addressing your concerns, and we encourage you to reach out to us directly so we can work towards a resolution. Thank you for your understanding.

  If you would like to discuss your experience further and see if we can make things right, please feel free to reach out to our team at Sports & Imports Autos of Gwinnett, LLC at ************.

  -Sports & Imports Autos of Gwinnett, LLC
  
  

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They never got emissions done on my car which is illegal. I paid for emissions. They were suppose to credit my account and never did. I made a payment over the phone. They charged my card for $18 a week later which was the $18 they owed me for emissions. I had to call the police and drive an hr to the dealer because no one cared to talk about why they charged me or returning my money. I have body cam footage from the officer. ***** was rude to us both. Its been nothing but issues from these people. Then she told me not to come to the dealer like I was the problem. She threatened me talkin about trespassing. I never wanted to come there in the first place

  

  Business response

  07/30/2024

  ************-

  We sincerely apologize for the distressing experience you've had, and we want to assure you that we take your concerns very seriously. The miscommunication regarding your emissions service is being thoroughly investigated, and we are actively working to rectify this mistake. Our team is committed to resolving the matter and we regret any perceived rudeness and are addressing this internally to prevent future issues. Please know that we are dedicated to providing you with the support you deserve and will do everything in our power to assist you in this situation. Thank you for your patience as we work towards a resolution.

  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  Please accept our sincerest apology for any trouble or inconvenience we have caused you. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 
  Please do not hesitate to reach back out to us at ************.

  
  Thank you.
  Office Manager
  
  

  Customer response

  07/30/2024

   
  Complaint: 22027346
  
  I am rejecting this response because: I had to file a dispute with my bank for the money for emissions that u guys took out of my account without my permission. After being disrespected not only over the phone but in person as well by **** and *****. Then I received a threatening phone call from ***** the very next day. Stating that if I dont delete my ****** review and bbb complaint, my vehicle would be repossessed. So I had to make another police report and I have the body cam footage as well. Nothing good has been done or come from dealing with this company.  
  
  Sincerely,
  
  *********************

  

  Business response

  08/05/2024

  ************, 

  We sincerely apologize for your negative experience and the distress it has caused you. While we can confirm that your account has been adjusted with the appropriate credit, we take your concerns very seriously. We resolved the issue by crediting your account $18 toward your next payment due on 8/1/24. We have removed the card that ran out of the system per your request. If there's anything further we can assist you with or if you wish to discuss this matter in more detail, please feel free to reach out directly.

  Best Regards

  Sports & Imports of Gwinnett

  Customer response

  08/05/2024

   
  Complaint: 22027346
  
  I am rejecting this response because: I received a call the very next day for *****. The same lady who was very rude to me. Threatening to repo my car because I filed this report. 
  Sincerely,
  
  *********************

  

  Business response

  08/27/2024

  We would like to thank ************ for her Feedback. It is our priority to ensure every one of our customers gets quality service

  
  Our records indicate ************ purchased the  2011 ******* MKS  on 6/21/24. The motor vehicle retail installment contract reflects ************ agreed to remit $265 biweekly beginning on 7/17/24. 

  On 7/17/24, a partial payment of $247  was processed.  ************ spoke with her account manager on 7/17/24 and advised she had to pay for an emissions test. The account manager apologized for the inconvenience and advised Ms. ********** to email the receipt to submit a request for a $18 credit to her account.  Due to the requested documentation not being received on 7/22/24, the remaining balance of $18 was auto-drafted. 

  
  On 7/22/24 when ************ came to the dealership, advised that she disputed the charge of $18 with the bank.  To ensure ************ does not have this experience we made the proper adjustments to her account.  As one time courtesy on 7/23/2024 a credit of $18 was applied to **************** account

  
  We strive to provide a good experience for our customers and take their concerns seriously. We do sincerely apologize for the inconvenience this matter has caused. 

  On 7/23/24 ************ emailed us this message attached "saying she sees the demon in them". On 7/22/24 she uploaded our employees pictures to ****** and threatened to put their information online. We advised ************ we find this unacceptable. 

  We consider this matter resolved.

  
  

  Customer response

  08/27/2024

   
  Complaint: 22027346
  
  I am rejecting this response because: sports and imports was notified  on July 2nd when I received a call from them saying I could pick up my plate. I called and told the account manager that there hadnt beeen emissions done on the vehicle which is illegal. **** then told me to bring the car in or get it done and send the receipt. I sent the receipt to **** at sports and imports on July 8th. Proof of it is attached as well.  When my next payment was due July 15th. They charged me $247. 3 days later they took $18 off out of my account fraudulently. I called and emailed about it and was ignored. I drove an hour to sports and imports and was still ignored. I then called the police out. ***** was rude to me and the officer. She felt like I was recording her which the officer stated its 2024. Everything is recorded. She told me and the officer to leave and said to contact the bank to get the money back they took.  The officer told me to file with the bbb and leave a review on ******* He also told me how to get info to sue the company. The next day I received a call from sports and imports threatening me because of my review and complaint. Recently. I was suppose to be charged $245 because of the hassle of everything. They still charged me $265. Then told me they couldnt refund the overcharge and it would go towards my next payment on Aug 29th. This has been ongoing. I have body cam footage of everything that happened. I have emails, text messages and phone recordings. All Ive done is what Im suppose to do per my contract. These people dont handle business properly and treat customers poorly. I dont even want to have contact with them. Just get the amounts correct. Let me pay what I owe and leave me alone. How do u threaten to repo my car because u took money I didnt owe/ that u owe me and dont like the complaint I submitted to the bbb? I dont know these people. The lady ***** wouldnt even identify herself to the police. If I wanted to I could post the body cam footage of what happened and file a lawsuit. 
  
  Sincerely,
  
  *********************

  

  Business response

  08/29/2024

  We thank ************ for her feedback

  On 8/2/2024 we applied a credit of $20 to **************** account and we have attached the proof for her view. 

  As we have addressed the customers request she can call in her next due date and pay $245 which is her vehicle payment less the $20 credit applied to her account. 

  We apologize for the inconvenience. 

  We consider this matter resolved 

  Thank you 

   

  Customer response

  08/30/2024

   
  Complaint: 22027346
  
  I am rejecting this response because: the $20 was owed to me because I paid for emissions and u guys took $18 from my account. That $20 was promised 3 payments ago and it was continuous issues. You see it as resolved but how hard is it to apology and accept responsibility for all of the issues you caused me? All I wanted was for the issues to be resolved. 
  Sincerely,
  
  *********************

• Initial Complaint

  07/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here I am again complaining about sports and imports. My car cut off and did the exact same thing that I paid a deductible to replace. This company told me that they change my entire engine, so please tell me how you changed an entire engine but the same alternator problem is reoccurring. A couple months ago, my car cut off in the middle of me driving it. I called sports and imports. They told me I had to pay a $250 deductible to get the alternator fixed. When I gave them the car To fix the alternator, they told me that it needed Have an engine replacement and it wasnt the alternator. Now here I am a month and a half later, and my alternator has gone out again. I drove to the store cut the car off went in the store when I came back out the car wouldnt cut on. I got a jump got to the house tried to cut the car on again and it would not come on. I have a battery charger that shows me the alternator is going bad and of course said the alternator was bad. I literally paid this company to fix something that they did not fix. At This point I dont think they gave me a new engine. I think they just told me that. Im going to call them Monday and return this vehicle to them. At this point, I would rather take the debt on my credit, then deal with this horrible company.

  

  Business response

  07/22/2024

  Mr. ********, 

  Once again, we here at Sports & Imports apologize for the inconvenience and frustration you've experienced with your car's alternator issue. We'd like to assure you that Sports and Imports takes pride in the quality of our work and would never intentionally misdiagnose or replace a faulty part with a new one. It's possible that there was an oversight or miscommunication during the repair process, which may have added to the issue.  We understand your concern and would like to investigate this matter further. Your satisfaction is our top priority, and we appreciate your feedback in helping us improve our services.

  Please give us a call at ************ so we can once again work with you to make things right. 

  Sports & Imports of Gwinnett

  Customer response

  07/25/2024

   
  Complaint: 22018721
  
  I am rejecting this response because:
  Calling and talking to you guys has never helped me. Im not going to start believing it will now. I never talk to anyone accept for the girls who sit at the payment desk and they are very rude and cant help me. Im really totally dissatisfied with your performance as a business and truly wish I never signed a contract with you all. If I could undo it, I would in a heart beat. I really want to get the radio I put in the car back and the rear view camera as well I added and let you all keep your car. I have the stock radio still. 
  Sincerely,
  
  *************************

  

  Business response

  07/29/2024

  ************-

  We sincerely apologize for your negative experience and understand your frustration, as we take customer satisfaction very seriously. Please know that we are committed to resolving your concerns and are actively working to improve our customer service. We encourage you to reach out to our dedicated ****************** Team, who are trained to handle such issues with care and can provide the assistance you need. We value your feedback and want to make things right for you.

  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 
  Please do not hesitate to reach back out to us at ************.
  Thank you.
  Office Manager
  
  

  Customer response

  07/30/2024

   
  Complaint: 22018721
  
  I am rejecting this response because:
  You guys can call me if you want to get something resolved. You have my number. I knew you all were going to keep the car until the note was due again. Im not paying anything for something I cant use. 
  Sincerely,
  
  *************************

  

  Business response

  08/03/2024

  ************,
  Thank you for reaching out to us. We truly appreciate your patience and want to assure you that weve made multiple attempts to contact you on August 1st 2024 and August 2nd 2024, as well as this morning, August 3rd 2024, to address your concerns. Please know that we are committed to assisting you and resolving this matter as quickly as possible. We understand your frustration and are here to help you find a satisfactory solution.
  Sincerely,
  Office Manager
  Sports and Imports of Gwinnett

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from car lot. 2014 Jetta 1000 down 640 a month ***** after financing like *****. To much I know but it was a car I had always wanted. Test drove it told them they had to get it fixed they said sure no problem we will send it in to shop to be fixed you dont have to pay the 250 deductible for warranty because it was preexisting the lot would handle it. Even if it needs new motor you will have it back with in 7 days. Drove it home first night took back next morning already set up to go to shop. 7 days later when I finally got someone on the phone she told me they couldnt find the parts and was trying to get mechanical trade but it had to be approved be patient. I asked for my money back and she said it had been to long to get my money back and at this point it was day 7 . They jerked me around a few more days until on the 10th day the lady tells me I can go to the Marietta lot to pick up a vehicle but I would have to pay tax tag and title because it wouldnt transfer at which point I lost my Cool a little and told her I was not putting anymore money with it because it was their fault. She put me on hold came back and said that was her mistake I didnt have to pay that just go to ******** to get my car. I go to ******** the next morning and explain to the lady what had happened and she says no problem she has done 3 mechanical trades and showed me what was available. We decided on a vehicle and when we got back on phone with ****** which is where all the financing goes through they told me no I had to go back to ****** for 5 different bs reasons. I went to ****** where the only option I had was a ******* sonata that looked like c*** and I said no I would not have bought that if that had been my only option I do not want that car I want my money back. She said no but I could go to the *********** lot and see there inventory so I did and this was the bottom Of the barrel cars they have. I said h*** no I wouldnt have paid or signed anything to get a piec

  

  Business response

  07/12/2024

  *****************************, 

  Firstly, we here at Sports & Imports would like to apologize for the frustration and inconvenience you've experienced with our company.  Customer service is our utmost priority, and I fear we may have fallen short. We understand that the process did not go as smoothly as we had promised, and for that, again, we are truly sorry. 

  To address some of the points made, firstly, the pre-existing condition of the car was disclosed and we did attempt to repair it as agreed upon. Unfortunately, the parts needed were not readily available, which caused a delay. In regards to the trade process, we apologize for any confusion caused regarding the tax, tag, and title fees and we understand that the trading experience was a stressful experience. However, our team did their best to accommodate you and provide options. I want to assure you that we're committed to making things right.

  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  
  
   

• Initial Complaint

  07/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was having transmission issues. It was under warranty so they picked it up and took it to a mechanic in ***********, **. They kept the car for over 2 weeks and finally told me that I needed to do a mechanical trade in because the cost of the repairs were more than what the vehicle was worth. I tried to do a trade in but they do not have any vehicles available for an even trade. I went to *********** to retrieve the stuff from my car and they handed me a bag. They said the car was already towed and sent to an auction along with my personal information left in the glove compartment. The dealership is now telling me that this will be placed on my credit as a voluntary repossession. I am now stuck with a car note and no car because they couldn't repair it even though the transmission was covered under warranty. I only had the car for 3 months.

  

  Business response

  07/08/2024

  ******************-

  Firstly I want to apologize on behalf of Sports and Imports for the unfortunate experience you've had with our company and for not meeting either your or our high expectations. **************** is our utmost priority, and I fear we may have fallen short. 

  We would like to clarify that our team followed proper procedures and protocol in handling your vehicle's transmission issues.  The two-week delay was due to the complexity of the repair and the need to secure a suitable replacement transmission. While we understand that the outcome was not what we had hoped for, we do understand the unfortunate circumstances, and again, we do apologize for the frustration the situation has caused. 

  Regarding the repossession, our team made an honest mistake by not removing your personal belongings from the vehicle before sending it to auction. We will work with you to resolve this issue and provide guidance on how to manage the remaining balance on your loan. 

  Please allow our team the opportunity to make things right and please accept our sincerest apology for any trouble or inconvenience we have caused you.

  We highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 

  Please do not hesitate to reach back out to us at ************.

  
  Thank you.
  Office Manager
  
  
  
  
  
  
  
  

  

  Business response

  07/29/2024

  ******************- 

  We understand your concerns and want to assure you that Sports & Imports Autos of Gwinnett has made several genuine attempts to address your situation. The offers presented, including a mechanical trade-in, were aimed at providing you with options to find a satisfactory resolution. While we regret that the repair issue arose, the vehicle was sold in accordance with our policies. We continue to emphasize our commitment to customer satisfaction. We remain open to further discussions and solutions that could assist you in this difficult situation. Thank you for your understanding.

  If you would like to discuss your experience further and see if we can make things right, please feel free to reach out to our team at Sports & Imports Autos of Gwinnett, LLC at ************.
  
  

  Customer response

  07/30/2024

   
  Complaint: 21950424
  
  I am rejecting this response because: I have spoken with that Accounting several times and I keep getting the run around. There are no mechanical trade ins available as I have been to different locations. I was told I would receive a response from the finance department and nobody has helped me with this issue. This has been going on since June 17th. Nobody ever returns my calls! I need this contract to be terminated and someone higher up to contact me on this. I have called over 20 times to deal with this situation and accounting is not helping nor is financing. 
  
  Sincerely,
  
  *************************

  

  Business response

  08/05/2024

  Dear ******************,
  Thank you for reaching out and sharing your concerns. We genuinely value you as a customer and are committed to resolving this issue. While we understand your frustrations and note that our previous offers of assistance regarding a trade-in were not accepted, we remain dedicated to finding a way to meet your needs. Please allow us to escalate this matter and work towards a satisfactory resolution. We appreciate your patience and understanding.
  Sincerely,
  Sports and Imports of Gwinnett

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car November of last year my motor went out within 6 months. I had a year warranty on the car. The company towed the car to get it fixed and told me 5-7 turn around time! I called on 7-1 to get an update and was told they they would be putting me in a new vehicle and I needed to call back on 7/2 and the person who I needed to speak with was not at work! Nobody can give me answers and I am highly upset!

  

  Business response

  07/04/2024

  ****************, 

  We here at Sports & Imports Autos would like to apologize for the frustration and inconvenience you've experienced with the repair process. We'd like to assure you that our team is working diligently to get you back on the road as soon as possible. 

  From what we can deduce from the notes on your account, your account manager has been doing everything in their power to alleviate your situation. We do understand the unfortunate circumstances, and again, we do apologize for the frustration the situations have caused. 

  We will continue to be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 
  

  Please do not hesitate to reach back out to us at ************.
  

  Thank you.
  Office Manager
  
  

  Customer response

  07/08/2024

   
  Complaint: 21932990
  
  I am rejecting this response because:
  I came out after I was offered a replacement vehicle. Test drove 3 vehicles with check engine lights on. I finally got in a vehicle and two days later the check engine light is on. At this point I feel unsafe in your vehicles. I dont know what else I can do. I am out of options! 
  Sincerely,
  
  *************************

  

  Business response

  07/12/2024

  ****************, 

  We here at Sports & Imports would to express our most sincere of apologies for the issues you're experiencing with your new vehicle. We understand how frustrating and concerning this experience can be. We want to assure you that we take your safety and satisfaction seriously. We are going to continue to work closely with the team to investigate the issue and provide a solution as quickly as possible. 

  We value your business and want to ensure that you feel confident and safe in our vehicles. Please let us know how we can best support you.

  Please accept our sincerest apology for any trouble or inconvenience we have caused you. It is our goal to retain you as a satisfied customer and we hope this ensures that goal. 
  Please do not hesitate to reach back out to us at ************.
  Thank you.
  Office Manager
  
  

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle purchased 3 months ago and already had issues. The dealership picked my vehicle up 2 weeks ago 06/18 & stated the repairs will take about 3-7 business days. The account manager or staff has yet to inform me the status of my *********** have made all of my payments on time. I had to hire an attorney just to get the status. Every time I call about the matter, I keep getting transferred to multiple people and the account manager is not communicating with me at all. They are crooked and I would never recommend any one else to them. All of this because I want to know that status of my vehicle.

  

  Business response

  07/02/2024

  Ms. Wall,

  Once again, we here at Sports & Imports would like to apologize for the less than perfect experience you've had with our dealership and appreciate you bringing this to our attention. We'd like to assure you that we take all complaints seriously and will continue in our commitment to make things right. 

  While we understand that delays can be frustrating, we want to assure you that your vehicle has not been neglected, nor did we disregard your communication. The original timeframe provided was an estimate and unfortunately, unforeseen circumstances may have caused the delay. Your account manager will reach out to your promptly to provide an update on the status of your vehicle. 

  Again ************, we are truly sorry to hear about your negative experience with our company. We take feedback like this seriously and strive to improve our products and services.

  If you would like to discuss your experience further and see if we can make things right, please feel free to reach out to our team at Sports & Imports Autos of Gwinnett, LLC at ************.

  Thank you

  Sports & Imports of Gwinnett

   

  Customer response

  07/02/2024

   
  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

  06/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Stolen payment. Account manager ****** will not assist and cant get assistance from anyone else within this company. So not trust they will call you back. They have generic message they respond to on BBB but do not follow through.

  

  Business response

  06/28/2024

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

  Once again, we here at Sports & Imports apologize for not meeting either your or our high expectations. 

  We do want to thank you again for taking the time to communicate to us why your experience with us did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible. 

  From what we can deduce from the notes on your account, your account manager has been doing everything in their power to alleviate your situation. We do understand the unfortunate circumstances, and again, we do apologize for the frustration the situations have caused. 
  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.
  Please accept our sincerest apology for any trouble or inconvenience we have caused you. Again, we highly appreciate your feedback as it will assist us in becoming better at what we do. It is our goal to retain you as a satisfied customer and we hope this is the first step to ensuring that goal. 
  

  Please do not hesitate to reach back out to us at ************.
  

  Thank you.
  Office Manager
  
  
  

   

  Customer response

  07/01/2024

  No one has reaches out to us. The account manager is not doing everything to assist. When he will not look info the old payment system to verify they received two payments. One in the old system and one in the new system. 

  

  Business response

  07/02/2024

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

  We understand your concern and apologize for any inconvenience this has caused. We want to assure you that our team has thoroughly investigated this matter and has done everything on our end to assist you. We have checked our systems and confirmed that the account manager has continuously followed up on your issue, and no new solutions have been found. Unfortunately, the issue now lies with your bank, as they need to verify the two payments you mentioned. I would recommend reaching out to your bank directly to resolve this matter, as they are best equipped to access their own records and confirm receipt of the payments.

  We will be in contact with you in the coming days to make our best attempt in regaining your confidence in our company. In addition, we will further evaluate how we can prevent this problem from occurring again in the future.

  Please do not hesitate to reach back out to us at ************.
  Thank you.
  Office Manager
  
  

  Customer response

  07/02/2024

   
  Complaint: 21906268
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************************

  

  Business response

  07/05/2024

  ******************, 

  We understand that our previous response fell short of your expectations, and for that, we are truly sorry. While we may not have been able to immediately resolve the issue to your satisfaction, we want to assure you that we are committed to regaining your trust and confidence in our company. Our team is working diligently to identify the root cause of the problem and will continue to work closely with you to find a solution. We value your loyalty and appreciate your patience as we work to rebuild our relationship with you. If there's anything else we can do to make things right, please don't hesitate to let us know.

  Sports & Imports Autos of Gwinnett

*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. ↩