Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I financed a car on 11/2024 with an motor warranty, on January 8/2025 the motor of the truck went out I reached out to car dealership only to be told that with the warranty my motor would be 5000 dollars. That makes no since I am unsure of what to do when I just got this car and the motor has already died

  Business Response

  Date: 01/25/2025

  Hi Lathelma,

  The main issue we have with your vehicle and why there is not help being given is it appears it was overheated and kept driving it that way which caused the motor to go. What could of been a more minor repair turned into it needing a motor. You are also out of warranty on the vehicle but even if you weren't it doesn't cover negligence.

  That being said, if you could give me more detailed situation on what exactly happened I would be more than willing to revisit it. I know that we were going to cover some of it to help you out and prevent a repo for you but it was still a pretty big repair and needing some money on your part.

  Please reply and give me a more detailed explanation of what happened but according to our service center the car was driven while it was running hot which is a big no no since it will take the motor out if you do that.

  Let me know please and I will see if we can come to some type of resolution.

  Thanks

  ****

  National auto sales

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the second complaint Ive had to make in two years for their business conduct. This time they are saying I owe them $1375 and will not provide proof. Ive missed two payments of $235 which I told them will be paid tomorrow. They did this in May and scammed my mother out of an extra $500 that I knew I didnt owe. They have horrible reviews and multiple complaints and you all continue to let them operate a business.

  Business Response

  Date: 09/10/2024

  *****,

  We have actually went over your payment history several times with you already but we are going to email it to you again and also attach it here as well.

  Right now you owe ******* plus 50 late fee so a total of $1373.01. Nobody is trying to do anything shady or take your money so not sure why the personal attacks. We don't do business like that. The system clearly states when you pay and how much. If you believe otherwise please send proof and we will be more than happy to look at it.

  It looks like you started getting out of whack around April 2024 and beyond. Before that you paid great. Last time we got a payment from you was on 8/13/24 and that was for your 6/13/24 payment. Since 8/13/24 you have already had 2 more payments roll due putting you even more past due since you are every 2 week payments.

  Right now your due date is 6/27/24 so you are past due from that date. You have just completely missed many due dates.

  Let's start where you got past due and how it accumulated.

  4/4/24 payment due you made that payment so all current on that date and all good. Let's go from that date.

  4/18/24 payment due you made a payment on 5/7/24 for $350 (by 5/7 you had the $235 payment due from 4/18 and a payment for $235 due on 5/2 so 470 due but you paid 350 so now $120 past due.)

  5/31/24 you made a payment for $255 (you still owe $120 past due plus had a payment due on 5/16 for $235 and 5/30 for $235). So now you are past due $335

  7/1/24 you made a a payment for $470 (you still owe $335 plus had a payment due on 6/13 for $235 and 6/27 for $235) so now you are $335 past due still

  8/13/24 you made a payment for $235(you still are past due $335 plus missed payment on 7-11 for 235 and 7-25 for 235 and 8-8 for 235) so now past due $805.00

  That's last time we had a payment. Since then you have had a payment due on 8/22 for 235 and 9-2 for 235 so now past due $805 plus those 2 payments for a total of $1275 past due. And there were late fees on those payments where some of your payment went toward late fees instead of a full payment so that's why it's $1323 instead of $1275 and also we also now have a current late fee showing unpaid from the new payments not paid for the $50.

  So basically you are $1275 in payments past due and the rest are late fees.

  Please review the pay history and if you have any questions let us know. We don't mind working with you a little but you are just too far past due and any attempts to collect or go over with you have been in vain by either avoiding our calls or arguing/yelling with us that we are not correct. Again, please review and if you need help digesting it payment by payment give me a call.

   

  Thank you 

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

  Manager

  National auto sales

   

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22261064
  
  I am rejecting this response because:
  
  I have asked them multiple times to send me documents and they never have. I dont have any type of timeline or anything sent to my email which is how they communicate. First they email me saying Im *************************************************************************** my uploads but then they said I owe basically double that amount. They change they price if the late fee but dont have it listed anywhere. And I asked for my documents on 04.09.24 and today is 04.10.24 and all they sent me was another email saying I owe that $1300+ again instead of an actual spreadsheet or any proof. I will upload that email to this statement. 
  Sincerely,
  
  *********************

  Business Response

  Date: 09/10/2024

  I am not sure what to tell you. I sent detailed info over just now in this BBB complaint response so you have the detailed pay history plus an explanation on how the past due amount has gotten where it was. Regardless if any documentation was sent in the past it was gone over with you at the very least but you have the documentation now so you can review and see. Again, we don't mind working with you a little bit but we just can't be this far past due. As far as disputing the past due balance the numbers are correct so there is nothing to dispute on our end unless you have proof that we didn't post a payment sent in. The current past due balance and late fees are all correct and confirmed with documentation I uploaded here. Nothing shady was done or inflated so I am not sure why that's being put out there. It's just simple math and due dates and is broken down pretty plain to see.

  Thanks

   

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22261064
  
  I am rejecting this response because:
  
  Based off of the information they provided Ive overpaid twice. They have not called me all year. This is the first email Ive gotten in months. They have made no attempts to contact me up until yesterday. Ive been cursed out, threatened and hung up on by the owner. When I have called and tried to speak to the person emailing me they say that multiple people have access to that one persons account so anybody could be telling me anything. Last year I got behind and paid $680 to catch up then a month later my mom paid $1200 for me to catch up. I paid twice in April so how did I fall behind? This is what Im talking about. They say one thing but its another. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up a payment arrangement in writing via text with ***** from this company for being two weeks late on my car payment because my bank account is frozen while Im waiting for my new debit card to arrive. I have Chime, there is no physical bank for me to go to for cash or a money order. ***** told me yesterday that I was okay and that my account was notated that I would be paying no later than 02/03/22. Today ***** and her manager who would not give his name, called and threatened me, cursed me out and hung up on me. This is the first discrepancy Ive had the entire time Ive had the car and I purchased in November of 2021. I even got my employer to mail my next check to make sure Ill be able to pay and they dont mail out checks anymore and ***** said that was okay. Today they told me they are going to disable my car and repossess it.

  Business Response

  Date: 07/20/2023

  I do see in the notes there was a back and forth between the customer and one of our reps. *** customer was 3 payments behind and ******* was just stating that what could happen being so far behind is it could be put out for repossession which definitely can happen if that far behind unless there is some type of communication or solid arrangement that is stuck with. It looks like the payment was made and acct is mostly caught up and all is well so not sure what else to do. Car is not out for repossession and I don't see that it was ever put out for repo. At this point the situation appears to be resolved on our end. Kind of a she-said, she-said situation with the conversation. To prevent any further issues in the future would just recommend keeping the payments current and if you do need to speak with a rep just keep it calm and stick to any arrangements made. Easier to help in that situation and I will also speak with my rep to do the same. Thanks

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in an accident in November 2021 and they were notified. I got notice *** that I didnt have to do anything and insurance will handle it even though he was rude about it, I let it go. When I learned the car was deemed a total loss, I called *** and was told again that the insurance will handle and gap will kick in. Sounds good to me. The loan was shown as paid off on my credit, I thought everything was good until I started getting letters in the mail from lawyers advertising their services. I call and low and behold *********** in the office and the lady I spoke to said that the I should have received a letter from lawyers which serves as my notice that my gap claim was denied. I didnt get any letters except from the company advertising to represent if I want to file for bankruptcy since I was being sued!I was late on payment twice and they proceeded to call me every day, several times a day and they were rude and about it, regardless of COVID and everybody having a hard time. I understand they want their money but seeing as how this played out, they dont have the decency to inform you that your gap claim was denied? The lady I spoke with also said if I would have came in to get another car, they would have rolled it in, but I emailed them to try to set up a time to get another car and I got no response! Nothing!

  Business Response

  Date: 09/21/2022

  Hi Stormy,

  Your vehicle was a total loss and your payoff was higher than what your insurance gave us for the car so it left you with **** principal balance left. Insurance usually has a deductible that you have to put towards it so depending on your deductible the payoff would be less and you would owe less deficiency. As far as GAP that is determined at the time of loss and factors in the price of the vehicle at time of loss, etc. so sometimes it has coverage and sometimes it doesn't and the amounts can vary. It really depends on the value of the vehicle at loss based off current market and the miles on car, etc. So it's actually a deficiency waiver and we file that for you at the time of loss to help put towards the deficiency balance if any. The company then does there calculations to decide how much goes toward the difference. All this is in the contracts. You are responsible for any difference that insurance and the deficiency waiver doesn't pay because that is your principal balance left over in the contract. So if your payoff at time of loss is ****** and insurance only gives us ***** then you owe $5,000. Again, don't know what your deductible was and if it was $1000 or $1500 then insurance deducts that also and you are required to pay that and if you don't then it just leaves a higher deficiency balance. I know it all can be confusing and frustrating but you do have a contractual amount that was financed and then a total loss payoff and whatever difference is left is required. As far as buying another vehicle we did call and leave messages. I am showing an email was sent to you by ****** to come by another car and that your vehicle was involved in a total loss and all the details and you never did come take us up on that. All you had to do was come on in and that email was sent and ****** did try to call and yes we can help out and roll that deficiency into another loan to help you out and get that paid out completely. That offer still stands but we would have to go through the approval process again. So not sure if you ended up buying another vehicle somewhere else or not but that is a huge advantage we offer for repeat customers that have a deficiency balance left over from a total loss to help them both get that paid out and get into another vehicle but you never took us up on that.