ComplaintsforAtlanta Luxury Motors Kennesaw

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 2024 I purchased a vehicle from ALM. Within 14 days the vehicle broke down and upon inspection it needed a new transmission. After further inspection the warranty company showed that the code was cleared 322 miles prior to me buying the vehicle. ALM fraudulently misrepresented the miles as well. I have called and emailed the dealership with no response or being hung up on. This has been a complete nightmare.

  

  Business response

  07/18/2024

  We have no record of any light ever being on or any code being cleared, we purchased this vehicle from with ***** miles and sold it to the customer with ***** miles on it. We have no way of knowing what the customer has or has not done to the vehicle other than a reported accident on May 23rd of this year.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I test drive a Kia ** in September 2023 at ALM Kennesaw. I liked the car but was looking for one with lower mileage. They were able to find a vehicle in their inventory and have it shipped to their location. On the day of the sale I met with my sales person *****, and he showed me the vehicle and we took it for another test drive. I had to go and pick up money orders for the down payment on the vehicle, and when I returned the vehicle no longer had any floor mats. When asked, ***** told me he would pull mats out of a different car, and assured me it was a mistake. I was then given the run around and told Id have to come back at a later date to pickup the floor mats, and the drive shift k*** which was already missing when I test drive the vehicle originally. I have contacted ***** countless times via cell, and I have driven to the store multiple times. Each time I am brushed off, told that they dont know anything about it, or that theyll get mats out of another car and get them to me next week. Unfortunately they have never contacted me, I cannot get ahold of anyone if I ask to speak to a manager, and the line is just disconnected while the place me on hold. I am seeking the floor mats. Nothing else, no arguments or strife, simply the floor mats so I can continue on with my life. I truly have had a very disappointing experience purchasing my first car, and wont leave the dealership in the future without everything I paid money for.

  

  Business response

  06/25/2024

  Mr. ********, 

  I am sorry to hear about your experience at ALM Kennesaw, we will happy to get this resolved for you, I found the necessary documents regarding the missing shift k*** The part was on backorder at *** unfortunately, we have no control over that. However we have another way of obtaining one for you. I just need to know what color your interior is. As far as floormats are concerned, you signed an "accessory acknowledgment" form which is attached to this message, which explains ALM is not responsible for any accessories that come with the car. However I am still willing help you out. The reason you've had communication issues is because ********************* no longer works for us. Please email me at ******************* and I will get this resolved for you. 

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a critical matter regarding a disputed transaction with ALM Kennesaw to purchase a ******** **** GLC 43. I am seeking your urgent assistance in resolving this dispute in my favor. The merchant falsely claimed that I refused to have the car inspected at an authorized ******** dealership. I want to refute this claim and emphasize that it is untrue vehemently. There's no truth to any claims they've made, including interactions with someone named *******************. They're fraudsters, plain and simple Attached to this case are screenshots from the ******** **** dealership, wherein I agreed to have the car inspected and proactively reached out to the general manager including *****************************. To my satisfaction, the general manager confirmed our agreement to proceed with the necessary inspections and repairs. This evidence unequivocally contradicts the merchant's misleading assertions. Moreover, I immediately encountered severe issues upon taking possession of the vehicle. The car was delivered with less than one quart of engine oil, leading to the oil burning. Despite notifying the merchant about these alarming issues on the first day of delivery, they regrettably chose to ignore my attempts at communication. I was in touch with ***************************** at their dealership, who knew about all the issues and kept reassuring me that the issue would be resolved and that I would have seven days to return the car. However, it became evident that the dealership intentionally rode out that time, leaving me stranded with a lemon car. This dealership is full of liars and fraudsters who are out to get people's money on false promises. I implore you to meticulously review all the attached screenshots and documentation, as they are compelling evidence of the merchant's negligence and misrepresentation. This dispute transcends the realm of mere buyer's remorse; it underscores a blatant case of being sold a defective vehicle, colloquially known as a "lemon."

  

  Business response

  06/11/2024

  Ms. ****** resides on ******* and purchased this car sight unseen from *******. We urge all our customers to purchase our extended warranty which was declined at the time of purchase, we also offer a full 5 day exchange policy. I've attached a form signed by Ms. ****** acknowledging she is purchasing this used car without a warranty. I have not directly spoken with Ms. ******* however my sales manager told me she is demanding a refund for the inspection/diagnosis of the car  because she claims our employee promised her reimbursement, the employee who supposably promised this to her no longer is employed with the company.  I asked my manager to get some proof from Ms. ****** (text message, email, or we owe form) and I will be happy to refund her for the inspection/diagnosis of her car at ********* I have not heard anything from her until this complaint posted at BBB. Please let me know if anything else is needed. 

   

  Customer response

  06/11/2024

   
  Complaint: 21829339

  Subject: Follow-Up on Complaint Against ALM Kennesaw - Urgent Action Required
  

  Dear Better Business Bureau,

  
  I hope this email finds you well. I am writing to express my dissatisfaction with the response provided by ALM Kennesaw regarding my complaint. Once again, they have resorted to lying, and I am compelled to reject their response. Additionally, I must highlight the alarming pattern of staff turnover at ALM Kennesaw, with employees leaving the company every two weeks, which further complicates the resolution of my issue.
  To provide a detailed timeline:

  
  February 28, 2024: *****************************, General Sales Manager, approved a refund for an oil change and inspection at 14:06 PM PST.
  May 1, 2024: ************************* informed me that he would submit an approval for the refund, consistent with *****************************' prior approval.
  May 30, 2024: ***************************** requested the invoice and proof of *****************************' approval once more. I promptly provided the requested documents, which I have attached to this email as proof.
  June 10, 2024: I attempted to follow up with ***************************** regarding the status of my refund, only to discover that my email had been blocked.
  

  This repeated pattern of dishonesty and obstruction by ALM Kennesaw is deeply concerning. It is evident that their practices are fraudulent, and they are systematically scamming customers out of significant amounts of money. I urge the Better Business Bureau to take immediate action against ALM Kennesaw to prevent further victimization of consumers.
  Should there be no prompt and decisive action taken, I will be escalating this complaint to the Georgia Attorney General for further investigation and intervention.
  I appreciate your attention to this matter and look forward to your prompt response.
  Sincerely,
  

  ************************;

  
  Attachments:
  Proof of *****************************' approval (February 28, 2024)
  Invoice and related documentation (May 30, 2024)

  

  Business response

  06/19/2024

  Once again, 

  All ALM is asking for is proof that the previous GSM promised Miss ****** to pay for any repairs, 

  I've attached proof that she bought the car completely as is, and declined to purchase the extended warranty, 

  The screenshots Miss ****** sent are not clear, I am not able to see anything. 

  Customer response

  06/24/2024

   
  Complaint: 21829339
  
  I am rejecting this response. Please see the attached email chain from ***************************** where he is acknowledging that the repair costs will be covered within 14 days either via a check or preferred payment method. The email was forwarded to ************************* and ************************* multiple times but my email has been blocked. Also, this merchant is committing frauds through and through. This is the final time I will be responding. After this the complaint will be made to Georgia *********************** so let me know how they would like to go about it.

   

  
  Sincerely,
  
  ****** S

• Initial Complaint

  08/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 1st 2023, I went to purchase a 2017 *** ****** from ALM, Kennesaw. The truck was advertised online for $23,490. After looking at the vehicle, I sat down with the salesman. The salesman comes back with a final price of $28,435.43. The price had unwanted fees added on to the cost. I asked for the fees to be removed so that I could purchase the truck at the advertised cost. One fee that didn't make any sense was the paint and fabric protection for ****** that was added on to the cost. I didn't request any paint and fabric protection. I requested that it be removed but I was denied the request. After going back and forth the only fee removed was the (used car inspection fee for *****) which was not done. I took the truck to the *** dealership over a month after purchase because of a constant smell of gas in the cab to find out that it needed over $7,000 dollars worth of work done on it. The *** dealership said that there wasn't anyway someone could have done an inspection the truck. The fuel injectors were bad when I purchased the truck and they knew it. Green air fresheners were placed in the vents to hide the gas smell. Thats why they advertised the vehicle for 8k less than what everyone else was selling them for. I'm requesting that I be refunded the unnecessary fees plus the 3k that I spent to get the fuel injectors fixed. Also, I've reached out to the GA Consumer ****************** and have a case open with them. I have attached documents and I have additional documents if needed.

  

  Business response

  08/28/2023

  **************** purchased a used truck with ******* miles on it. He signed several documents stating this truck is being sold as is. We offer a 5 day exchange policy but outside of that nothing else is offered. **************** declined the warranty coverage.  At the time of the sale there was nothing wrong with the truck. Trucks with high miles in 6 figures will have maintenance issues that arise. I am attaching signed forms by ************************* which clearly states the paint protection, and a signed as is form which also clearly states this truck is as is. We didn't make **************** buy this truck, he chose to buy it, he even had an option to get the truck pre inspected by his own mechanic. 

  Customer response

  08/28/2023

   
  Complaint: 20486688
  
  I am rejecting this response because:  First, was the paint protection advertised in the online price of the car?  It was not,  it added was added in along with the other fees on top of the advertised price.  This is false advertising no matter how you put it.  How can you add paint protection when I never asked for it?  I shouldn't have to purchase an extended warranty if you've inspected the vehicle.  As I stated before, you guys knew that there were problems with the truck and that's why you sold it 8-9k less than everyone else were selling the same truck for.  There was no inspection done on the vehicle and you tried to charge me for that also.  I have the inspection from dealership. You guys are scammers!
  
  Sincerely,
  
  *************************

  

  Business response

  08/28/2023

  **************** signed for the paint protection package, attached proof earlier. You didn't have to buy the truck. You still chose too. 

  We have been in business a very long time, we wouldn't stay in business if we sold bad cars. Your truck had over a 100K miles on it, which you chose to purchase, and declined the warranty that was offered. Not much else we can do. 

  Customer response

  08/28/2023

   
  Complaint: 20486688
  
  I am rejecting this response because:  ALM falsely advertised the price of the car.  Why wasn't the paint protection added into the advertised price of the car?  I know the answer, the advertised price is to get the customer in the door and then you add additional fees on top.  It is the oldest trick in the book.  I didn't request paint protection and I asked for the fee to be removed.  Your own salesman stated that it is an up charge that allows you guys to make money.  There was customer after customer in there asking you guys to remove unnecessary fees.  How do I know that you guys even put the paint protection on the vehicle.  The GA Consumer protection agency has stated that you falsely advertised the price of the vehicle.  I will let you argue with them.  I will never by another car from ALM!  Just because you've been in business a long time doesn't mean that you haven't been scamming people.  I have  a question for you.  Without the optional items, list what can legally be added on to the price of the car if you're not scamming people.  I've done my homework!  Also, there was no inspection done on the vehicle, if so you need to fire you mechanics.  You salesman stated that there was nothing wrong with the vehicle.  That was a blatant lie!  The only thing that I'm accepting is the money that I've spent getting the truck fixed and the money for the paint protection.
  
  Sincerely,
  
  *************************

  Customer response

  08/30/2023

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.  I'm working with the consumer protection agency and they have stated that it was false advertisement. Also, I'm in the process of hiring a lawyer and contacting the local news if ALM wants to take that route.  I've given ALM the opportunity to make things right and they chose not too.  The only offer that I will accept is a refund of all monies paid except tag, tax and title, plus the 3k that I spent getting the fuel injection repaired at the dealership.  I have all receipts, the contract along with a recorded in person conversations with *********** and his manger there at the dealership.

  Regards,

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

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was supposed to be delivered, I was in ******* at the time. Didnt tell me until almost a week it would be $700 more to deliver after they told me $500. Then when I went to get the car, it was not in said shape and didnt show inside of the vehicle and that it is melted! Got my paperwork and they over charged me 3k for the car. I didnt even get my final signed paperwork until 1 month after purchase, even though I had asked for it. The vehicles transmission went out 3 weeks after purchase. It is a lemon and they lied in regards to paperwork. I was at work and they were ******* me to sign the loan and then I had to pick the vehicle up myself after I told them many times I wanted it delivered. Spoke with someone from corporate who was very condescending and did not rectify my concerns.

  

  Business response

  08/01/2023

  I have spoken with ****** regarding this matter, she came into the dealership 6/7/23, she inspected the car, test drove the car, signed each document that explained all the charges, and she took delivery. She even purchased an extended warranty which covers the transmission. I explained to **************** that we offer a 5 day exchange policy, however after the 5 days there isn't much we can do. She waited 50 days to contact management, and requested a refund. She hasn't sent any documentation about her transmission issues, however she purchased a warranty which will cover those repairs. I even offered to trade her out of her car, but she doesn't seem interested in doing so.  If she wasn't happy with the car, why did she take delivery of the vehicle? And why did she wait 50 days to contact the dealership? 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2021 ****** Crosstrek from Atlanta Luxury Motors in Kennesaw in April of 2023. The Carfax is listed as attached, but is not present in my paperwork, and I was never shown the Carfax, the bigger fool me for not realizing I needed to ask.Turns out the vehicle was in a high speed accident in ***** in October of 2021. This past Monday, the airbag light came on for the drivers side. Making the vehicle much less safe to drive.When that happened, I did a more detailed inspection of the vehicle and noted that there were issues with the front end, and with the windshield (the seal is not properly in place on the windshield.) None of this was disclosed to me, and at the price I paid for the vehicle, it should have been. My next steps will be to contact *********** and question why they're financing vehicles that have been in accidents, at full price.

  

  Business response

  07/13/2023

  ******************, first of all I would like to thank you for your business. I don't see any attachments in your complain above.

  I have attached a copy of the carfax to the car that you purchased above. The carfax clearly states the vehicle was in "MINOR" collision. If you visit our website, we have the carfax's of every vehicle listed, we disclose history of every car that we advertise. If the vehicle was in a major accident we even get customer signatures on carfax to make sure its disclosed, however minor collisions do not require signatures. The carfax was listed when you purchased the car. If you would like to discuss this further please feel free to email me at ******************** 

  Have a great day. 

  Customer response

  07/13/2023

   
  Complaint: 20317331
  
  I am rejecting this response because:
  
  I have seen the Carfax report, I've also spoken with the insurance company and obtained images of the damage done to the vehicle.
  There is no possible way that the damages to the vehicle were less than $1000. The damage to the radiator, front drivers side quarter panel, bumper, airbags, wheel alignment, etc...would easily run exponentially higher than that.
  
  
  Sincerely,
  
  *********************

  

  Business response

  07/13/2023

  Thank you for your response, with all due respect, that's a picture of a ******* no vin number, no identification that was the vehicle you purchased, or even a date of when it happened. This could've happened after you purchased the vehicle. 

  Based on the carfax it was a minor accident, based on that information we purchased the vehicle. 

  We offer a 5 day exchange policy for customers that have buyer's remorse, but outside of that all are vehicles are sold as is, documents that you signed. 

  If you would like to discuss this further, please email us at ********************

  Customer response

  07/13/2023

   
  Complaint: 20317331
  
  I am rejecting this response because:
  That's a picture from the insurance company, with a ***** plate, which you can use to determine the VIN. 
  It took me roughly 20 minutes to gather this information, from Progressive and from the **************. 
  
  It took a very short phone call to Progressive to get the images. Are you now accusing me of libel? Because if so, we can elevate this.
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a ****** Rogue on November 25th, 2022. After leaving the premises, I found that the back collision sensor and the reverse sensors were not functioning. I returned the following day, and was told to bring the vehicle back on a particular day so the service department could assess and fix the problem. This was done, I was told that 2 sensors were needed and I would be told when the parts were procured so I could bring the vehicle back. After much back and forth and some time, this was done. After this visit, I was told that 4 sensors were needed instead of 2, and I would be called to say when to bring the vehicle back. To this day, that has not occurred. I am tired of emailing, calling and harassing the sales person, who I realize can only do so much and no more. The emails do not go through. The dealership is more than an hour away from me, so I cannot afford the time or the gas to be going there every minute. In the meantime I have narrowly missed several accidents and hitting a few pedestrians. Aside from my safety and those around me, this affects my resale value. I need the situation tended to asap. It is more than 6 months now. Shame on you.

  

  Business response

  06/26/2023

  We just spoke with this customer, she will be at the dealership tomorrow to get this resolved. 

  This complaint never made it to management. 

  Customer response

  06/26/2023

   
  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

  05/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Dad, *******************************, bought this car on 5/3/2023, which had a tire issue, and they said they would replace the back ***********. However, on the way home, the dashboard stated low pressure on the rear passenger tire. I reached out to the sales rep and advised him of the situation, and he said, "Okay, " when you come back in to change the back driver, we will look at it. Unfortanlty, with my job, I was unable to get there until a week later. Their techs are not open on weekends. On Friday, 5.19.23, I had my Husband bring the car. They changed the driver tire out that was agreed on and stated, "There is nothing wrong with the Back Pass tire," So I took the car home, and sure enough, the light came on, and I was unable to close my sunroof because they drain the battery which messed with the computer. So I had to take it the next day to a *** shop, and that's what they told me because I have a Hybrid, and they did not turn it off completely. Since I've had this car, I have had to air the tire in the morning before work, arrive at work, fill the tire, and when I leave work, have to refill the tire. I sent pics to the sales rep of tire pressure and got to the point where I wasn't receiving a call back from a manager, so I called myself on 5.23.2022, and that's when the rudeness began; I spoke to a manager *************************. I explained my frustration on this which is a ***, not a cheap car. I told him there was an issue and they did not check the tire correctly. I told him it was hard to get there during their hours. He advised me to take it to a shop nearby, have them check it, and send the receipt. I went to the tire shop on 5.23.23 and had it replaced because the tire was installed backward, and there were two obstructions to the tire. They could not repair it due to the tire being installed improperly. It would not hold any air, so I could not drive it home. The only option was to replace it and pay out of pocket. Please see the next review for the continued story.

  

  Business response

  06/07/2023

  We agreed to give customer the refund for the tire, we are just waiting on customer to sign the release form. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Your family could be in danger! I purchased a 3-row family vehicle, VW Atlas over the holiday for vacations. 5 days after purchase, on our first trip to ********, the check engine light came on and the *** had to be placed in the shop in ********! Thankfully it was under manufacturer warranty and the engine issue was resolved; however after inspection, the dealer said the brake pads were so worn, the rotors needed to be replaced. Additionally the tires were so bad, wire was showing. We literally could have died on our 700 mile trip. The more I think about it, the more grateful I am, we made it to ******** safely.*** said the vehicle passed all ALM inspections, if this is true, then they dont check brakes and tires, which puts your family at-risk!!! We had to pay almost $4000 getting new tires and repairs. Im writing this to inform families to be cautious about purchasing a vehicle from this company, and please please please have your vehicle inspected by a reputable dealer.This experience was a nightmare and ALM must do better!!! There is no way to reach corporate if you have a concern, hopefully this review will.

  

  Business response

  05/26/2023

  According to the repair order from Ourisman VW of ******* one tire needed to be replaced but the technician recommended replacing all four and the customer accepted this. We would be willing to reimburse the customer for one tire at $341 which is the price for the tire installed without dealer markup see attached.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2015 challenger from ALM kennesaw about a week ago beginning of April 2023. Was told that the oil was changed and rotors replaced. Nope oil was not changed, and rotors were not done. Called and got it in they said they must of forgot to do the front ones. That makes zero sense it is a challenger rt the front are going to wear out the most being all the weight is there. Clearly they are cutting corners and lieing about it. Never gave me any copies of the paperwork that i signed and getting ahold of them is a nightmare. They do not call you, I have to call them multiple times to get a response. I called on a Monday to schedule an appointment and he said sure Ill call you back. It was now Thursday and I heard nothing so again I had to call them and they said oh sorry I texted the wrong customer yeah okay ***** I know what games yall are trying to play. Avoid this company at all cost. Once I get copies of my paperwork I will be reviewing them with a lawyer.

  

  Business response

  04/12/2023

  Thank you so much for taking the time out for leaving us feedback, however we don't have a customer with your last name in our data base. Are you sure you have the right dealership? 

*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. ↩