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:11/15/2024

  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.

  10/20/24: I purchased a vehicle ******* from Auto X-change, and they accepted my 2 vehicles that I previously purchased from them in 2020: 1) 2013 Tesla Model S, which they gave me $3,000 for, and 2) 2017 ************* B Class (has 59k miles), which they gave me $5,000.00 for. Since the ******** still has a loan of $4,351, the trade-in value of $5,000 was to go to the lienholder to pay off the loan, and the $649 was to go towards the purchase of the *****. At the time of the transaction, they were aware that both vehicles need repaired, the Tesla was at the ************* station, and the ******** was going to be towed that day to the **************** station. They knew the cost of the repair for the Tesla, but did not know the cost of the repair for the ******** because it was a Sunday and was yet to be towed. They were eager to make the sale and close on the deal despite not knowing the cost of the repair. I waited until 10/21/24 to take possession of the ****** & checked in with ******** for the repair estimate, but it was not yet available. I paid them a down payment of $10k which they cashed; financed the remaining balance of the $35k ****** On 10/25/24, when we were notified that the repair on the Mercedes was higher than they expected, they called to redo the contract and not accept the ******** as a trade-in. Instead, they want to renege on the contract by a) canceling the trade-in of the Mercedes, b) pay them back ~$700 and for me to keep the loan on the trade-in ********, or c) canceling the entire purchase of the *****, and returning the car to them. I do not agree to reneging the contract. Despite the legally binding contract, they have not paid off the $4,351 Mercedes loan. My bank was charged the monthly loan payment of $233.43. They have told the *********************** that I am still the registered owner of the trade-in car and I am liable for the car which needs to be removed from the service center if it is not going to be repaired.

  

  Business Response

  Date: 11/25/2024

  I talked to ***** and Everything is worked out. Thank you

• Initial Complaint

  Date:10/22/2024

  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.

  In May 2024 I dropped my car off at the auto xchange auto shop dynamic auto for a leak in my car they incorrectly diagnosed my car for a sunroof leak which caused a flood on my drivers side floor. Dues to them saying it was a flood it was not covered under my warranty so i was able to it use my auto comprehensive coverage i paod the $500 deductible it takes them 37 days to return my car. When I get my car back and within a month the problem still exists. I was given a date to bring my car in for repairs and was given the run around for 3 weeks when I bring my car back 3 weeks later the car is out of warranty and they are asking me to get a new warranty to cover the cost. I went back in forth with Earl, ****** **** ***** to get my car repaired they refused to repair my cars issue.****, came back from vacation and spoke to auto shop and was able to get them to fix my car but ***** was not willing to give me a receipt and told me you didnt pay for anything you dont get a receipt. I stated that they have to honor their work and i have no record of what work was done to my car. ***** was very rude and nasty to me. And still no receipt was gien to me from the shop only my keys Iexplained to them that the issue they said was the problem was never the problelm and i gave them a check for over $600 from my auto insurance company and paid over $300 in cash and i would like my money back due to the miss diagnosis on there end. I was speaking to **** about this refund and he never returned my call. I went to auto xchange and spoke to the owner *** and was just given the run around about calling me back to resolve the issue it's been weeks and no one has tried to resolve the problem. So this is my final attempt before I file a lawsuit for the refund of the $717 from my insurance and another $370 paid out of my pocket and my $500 deductible

  

  Business Response

  Date: 11/13/2024

  Everything is worked out with Shalayla.

• Initial Complaint

  Date:09/01/2023

  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 was sold Audi A7 and not even a day into having the car the suspension would not inflate and the car sat for two weeks . After the Auto xchange came to a conclusion that it would be better to take me the car and put me in a 2015 650i *** I test drove the vehicle and things seems ok after signing paperwork and driving off the lot I out the lights to auto and a warning popped up saying that the head light had a malfunction so I immediately hit up the sales person and they spoke with the manager and they said they would fix the issue for me without a cost because they knew they sold me the car with a jacked up head light . The next day the check engine light came on and they and took the car in they told me that it was module and that they would fix all my issues free of cost I would call for months and they would say they still waiting on the parts . Fast forward its time for me to PCS and now I cant ship my car with the check engine light on which been on for 6 months so I reach out again and was told theres nothing they could do for me because the people who promise that they would fix my issue no longer work there but no worries the crooks basically did what they did before and reset my check engine so that I can ship the car got to GA took it to *** and they found 5 things other than the jacked up head light wrong with the car I paid $700 in diagnosis only these people should not be in business they are getting over not only on people but service members they should be ashamed of themselves

  

  Business Response

  Date: 09/26/2023

  Please understand that we have done everything we can to help ******************. The only thing we promised ****************** at the time of purchase is to fix the front passenger side tire and rear windshield tint. The vehicle was sold as-is and ****************** had purchased the *** after test driving the car. ****************** understood the risk of buying a pre-owed vehicle which is why he had purchased an extended warranty and should use his warranty to fix any issues that *** arise after taking ownership of the vehicle. 

  Mahalo,

   

  Auto X-Change

   

   

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20553304
  
  I am rejecting this response because:
  You guys promised to fixed the issues and ***** was trying to get me to not get a warranty and the warranty you guys sold me doesnt cover $22000 in repairs attached are conversations and I do have more . You guys keep beating around the **** saying that the parts was ordered and it would be fixed and you didnt same way you reset my check engine light to ship the car is the same way you reset the check engine light when I test drove and the lights where off but immediately after driving the car off the lot and turning the lights on the fault came out so you guy knew that it had issues .You guys did not help me you told me that ***** and ***** no longer works there so what was promised to me by them you cant honor you guys are taking advantage of people its beyond sad . 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/06/2023

  Please understand we did everything that was Promised to you on the "We Owe" that was agreed on the day when you purchased the vehicle.

• Initial Complaint

  Date:05/23/2023

  Type:Sales and Advertising 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.

  In October 2021, I purchased a 2018 ********** Jetta SE (VIN: *****************) from ***************** for approximately $19,900 plus taxes and fees. This vehicle was financed through Pentagon ********************* who received the title as ***********. ***************** provided a clear title and no evidence of any significant damage to the vehicle.Recently I tried to sell the vehicle and was advised by a local dealership the Carfax report states theres Structural Damage to the vehicle. To verify, I spent approximately $47 to purchase the Carfax report, which does show this damage was reported on July 21, 2021. The Carfax report shows the vehicle was then purchased by ***************** on July 26, 2021. I purchased this vehicle from ***************** sometime in October 2021.This means ***************** knew the vehicle had structural damage and didnt disclose this information to me (the buyer), to Pentagon ******************** (the Lien Holder), or to Geico (the insurance company). If this damage was previously known, I wouldnt have purchased the vehicle, Pentagon ******************** wouldnt have financed the vehicle, and Geico wouldnt have insured the vehicle due to the damage being structural. *** made four attempts to contact *****************, once by email, and three times by phone. There was no response to my email, I received a hostile gentleman on the first call, a voicemail on the second call, and gave my call back number on the third call.This damage is not visible to the eye, but was reported by a mechanic. This is a safety risk and blatant fraud.

  

  Business Response

  Date: 06/03/2023

  Issue has been handled already.

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20097558
  
  I am rejecting this response because: The business emailed me a picture of the title and advised to contact ******. This doesn't resolve the issue, as the vehicle sold to me has structural damage and it was previously known by Auto ********* but wasn't disclosed to me. This significantly decreases the value of the vehicle and is a safety concern.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/07/2023

  Carfax is a third-party company and sometimes they make mistakes. The title is a clean title as was shown to you in the email. It is best to contact ****** to fix their report.

• Initial Complaint

  Date:05/19/2023

  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.

  On April 1, 2023 I paid cash for a used 2011 *** 535i from Auto ******** for my teenage son with the understanding that specific mechanical issues would be resolved prior to the handover of the vehicle in the "We Owe". I dropped the vehicle off to the dealer five different times over 7 weeks to have the work completed. Not only were the repairs not completed, the dealership has made no attempt to provide a timeline on when the repairs will be completed. I attempted to resolve the issue with their staff and have only been met with unprofessional responses or lack thereof. I have purchased more than a dozen vehicles in my life and this is by far the worst experience I have ever had. This vehicle was a gift for teenage son and the experience has been ruined by a dealership who takes no accountability and has no integrity. The dealer provided four different loaner vehicles while they had my vehicle for 6 weeks and each one of them had mechanical issues. Everything from AC, transmission leak, TPMS issues, overheating, etc. They even tried to give me a car that had cobwebs on the inside. ***DO NOT BUY*** anything from this dealer. They are not honest about anything they tell you and all of their vehicles have mechanical issues.

  

  Business Response

  Date: 05/30/2023

  Everything is being taken care of with the customer. Our ****************** is working out the issues with the customer.

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20082364
  
  I am rejecting this response because:

  I have been in contact with the business but no actions have been taken only a promise to take care of things.  Until something is actually done to address the issues my complaint is the same.

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

  

  Business Response

  Date: 06/12/2023

  Aloha, Parts have been ordered and we are resolving all issues.

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20082364
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/08/2023

  Type:Product 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.

  Purchased a car in April of 2021. The contract was written with promises to fix all malfunction indicator lamps. After months of having the dealership attempt to fix the battery, no attempt was made to fix other indicator lights. After six months, they refused to take the car in for repairs when the battery died, over and over again. The dealership sold it without renewing the registration or a valid safety check! Took it to repair shop to get the battery fixed and new tires. The dealership refused to take responsibility of the broken car and refused to give me my money back or reimburse me for the repair. The car was sitting in a tow yard for over a year and I decided to take it to Audi for necessary repairs (battery issue persisted and would not start). They finally fixed the battery problem. During the needed safety check to renew the registration, multiple issues came up including 2 that were necessary to fix in order to give it a clear bill of health. Repairs totaled more than the purchase of the car. When purchasing the car, was told that the only issue was the convertible top didn't work and the battery needed to be replaced (and was) but the report from Audi shows major issues amounting to roughly ten thousand dollars.

  

  Business Response

  Date: 04/11/2023

  Dear BBB,

    Tiffany ********************** purchased this vehicle from ** on April 26, 2021, we agreed on the price, and she drove off with her car. She brought it back for the repairs that was promised in the deal. We did what was promised and more totaling $3,139.96 in repairs.  She stated that her vehicle sat in a tow yard for over a year, so it is unknown to us if the new repairs are a direct cause of the vehicle sitting for that amount of time. Lastly in the Diagnostic she provided from Audi, most of those repairs were never an issue at time of sale. We feel we held up our end of the commitment that was agreed upon at time of sale.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19559233
  
  I am rejecting this response because:

  
  The response they replied is not correct. I didn't "drive off with the car" they kept it for 2 months before I was able to get the car. Even then, the car battery died the night after receiving it, everytime. After a while, they wouldn't take the car to fix. Non of the maintenance lights were ever taken car of. When I asked for a refund, they would only give me trade-in value for another car and lose on tax and registration fees. Of course I didn't want to trust them with a different car since months had gone by without me possessing it for more than they had it in the shop.

  They wouldn't repair the car anymore so it sat, not usable and I purchased a new vehicle since the car was not driveable for more than 1 day at a time. They also failed to give it a safety check before selling it, which is illegal.

  Requesting refund for title transfer back to dealership. 

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