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:04/30/2025

  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 purchased a vehicle about 60 days ago now. I specifically asked the salesperson not to add any dealer aftermarket extras to my loan. One person came and expressed the benefits of the extended warranty to me , which I did agree to. Somehow, a few days later while going through my documents I discovered not only had the extended warranty I agreed to but also had several other options I didnt not agree to. No one explained to me the value of those extras, it was rolled into the financing which is what I did not want. These extras include an appearance package (how do you validate that its actually applied? It basically a ***** wax job that I dont know is there or not). It also includes gap insurance, which was never sold to me. Somehow sort of Multi guard product was loaded into my purchase contract and frankly I dont even know what this is. The perceived benefit of this was never explained. My conversation about these items were brought to their attention March 3. A refund was promised and as of April 30, Im still waiting.

  

  Business Response

  Date: 05/03/2025

  Talked to managers and being looked into.

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23269486
  
  I am rejecting this response because: It appears as if they are asking for time to vet this information provided. While it's odd that the managers are not fully aware of this issue dating back to February I am ok with giving them time to follow through on the resolution agreed to. 
  
  Sincerely,
  
  *** **********

  

  Business Response

  Date: 05/19/2025

  Dear Mr. ******************** you for your patience and for bringing this matter to our attention.
  We sincerely apologize for the delay and confusion youve experienced. Transparency is something we take very seriously, and its clear this process did not meet your expectations or our standards. Unfortunately, the individual you had been corresponding with is no longer with our dealership, which may have contributed to the lapse in follow-through. We regret that you were not notified of this change earlier.
  After reviewing your transaction and the communication history, we want to address your concerns directly. To ensure clarity and accountability at the time of sale, we require both electronic and wet signatures for all optional products. These include the service contract, Multi-Guard, GAP protection, and appearance package all of which were signed for at the time of financing.
  That said, some of these items are cancellable. Importantly, after reviewing your previous correspondence with our former finance manager ****** *****, we acknowledge that a commitment was made on March 8 to cancel both the Multi-Guard and GAP products. A ******** agreement was sent to confirm these cancellations. Based on that agreement, we will honor the cancellation and ensure any eligible refunds are submitted promptly to your lender.
  The service contract is also a cancellable item, and we would be happy to process that cancellation if you still wish to proceed. However, wed also be happy to provide you with full details on coverage and how to submit a claim if you'd prefer to retain it.
  Items such as LoJack and the appearance package are non-cancellable, pre-installed protections that are applied to all vehicles prior to delivery. While they are noted in the purchase documents, we understand how complex the purchase process can be and are available to review any paperwork with you to answer outstanding questions.
  If there is anything else youd like to review or cancel, please contact our General Manager, ****** *******, directly at ********************************** for assistance.
  Thank you again for your business and the opportunity to resolve this.
  Sincerely,

• Initial Complaint

  Date:04/04/2025

  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 went to this dealership and I was looking to purchase a car after having an accident in my car being totaled. I was reluctant to go with them from past issues when I first initially got there I asked to speak to a woman because that was where my comfort was, and I got ridiculed by several men in the office because I was not comfortable speaking with them. I then walked out and I was asked to come back and when I came back, I started working with a woman named ********. She was nice. She helped me out. We agreed to down payment of 3500 and a monthly payment of $650. After signing the paperwork purchasing the car and taking all the necessary steps I come to find out the monthly payment is completely different than what we agreed to the down payment is completely different than what we agreed to and they have taken out more money that I have authorized out of my account than have assigned to, and they are stating that I signed for a different amounts that I do not see in my documents. During the time of signing, I asked ******** were certain documents, gonna be accessible to me for me to take home and now that I am looking at my flash drive I dont have those documents accessible. Every time I call and ask to speak to someone no one is available. They are refusing to send me my documents No one has any sense of urgency when trying to help me I authorize for them to take $300 out of my account April 4, 2025 and another $300 out of my account April ********* to complete my final payment of the down payment of the 3500 that I agreed to with ********. I checked my account today on April 4 and they have took $400 out of my account when I have signed and agreed and authorize for only $300 for today. I since then have asked for them to send me my signed authorized agreement of the installment and they will not send me any info. A gentleman has called me. He is supposed to be the manager off of ************ asking for docs that he has access to. He hangs up on in my face.

  

  Business Response

  Date: 04/21/2025

  Customer came into the dealership last week and this issue was resolved.

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23162180
  
  I am rejecting this response because: ?They need to be held accountable for their actions and misinformation. They have sent false information to the bank. As pictured is a title from car I purchased in cash. They asked me do I have an old title that shows I purchase a car without a lean holder I sent them this and they lied and used it as a down payment option. Which makes sense on when we got to signing this page I attached as well he slid the iPad all the way down and said this page is just the down payment you put and your monthly payment we agreed to you can sign here. This vehicle ****** impala white) was sold to the pound back in 2020 this is not an active nor registered vehicle. I checked with my saleswoman ***** serval times to assure the numbers we agreed to were correct and she stated yes so I didnt think that Id have to go over this and throughly I even told him what her and I agreed to before signing and he said that is correct. After me signing they changed everything. Check the negative reviews on the ****** page Im not the only one with this issue. I went in to obtain my documents I didnt have on the flash drive and to show proof of my authorization installment plan and I know what I authorized too because I was the one who wrote it down on the paper was $300 April 4th and $300 April 18th  and they told me to come in as I pictured ****** stated to come in. I came in and I asked me for documents that werent provided with the flash drive and it took them 45 mins to come out and say they legally dont have to give me the document it is private for the company although it is my document and has my signature. They said the account wasnt there and she had those document and they couldnt give it to me. And threaten to call the bank an close the deal. So I called the police and they tried to resolve it by giving me food gift cards. ***** the sales manager then told the police they dont have the document anymore they shredded it. But why would you shred it when the payment installment isnt fulfilled yet? Why not keep for situations like this to remind the customer of what they authorized. Because they are lying ! As soon as I left he texted me the a pic of my $2000 cash payment that I made and was asking for when I was at their facility and they stated the accountant was gone and they couldnt get that information along with the authorization of payment installment. This place is crooked and I want to just assure they dont do this to anyone else again !
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/28/2025

  I am not sure what she is looking for beyond her last visit that it seemed resolved. 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23162180
  
  I am rejecting this response because: Im looking for them to be held accountable for falsifying documents to obtain a car sale. I want them to be held accountable in the most appropriate way for this matter. They shouldnt be able to get away with this and they have been for quite sometime. I have additional fees added onto my contract that I didnt know about. Read the reviews this is a reoccurring issue. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/01/2025

  Type:Customer Service 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.

  Used 2019 ***** Pilot purchased March 23rd, 2025. Car was inspected and test driven. Car was then sent to detailing to be cleaned up for delivery. When I picked up the car the next day, the front floor mats (which were in the rear cargo area) and spare tire had been removed. I was also told that the dealership recently moved and the car key manager was unorganized and that they would send me the 2nd key overnight. I've texted, called and written, and nothing has happened. I am asking that they pay for the replacement items which include 2nd key, $150.00 programmed, front floor mats, $159.99, and spare tire, $129.65.

  

  Business Response

  Date: 05/08/2025

  Dear *** ********,
  

  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to address them.

  Our records confirm that you purchased the 2019 Honda Pilot on March 23, 2025. Our Sales Manager recalls that, due to logistical reasons, you chose to leave the vehicle parked across the street at Gurnee ***** Mall overnight, as you were unable to drive both of your vehicles home that day.

  Please understand that because the vehicle was not in our possession at that pointand we did not have the keyswe were unable to secure or monitor it during that time. If any items were removed while the vehicle was parked in the public lot, its possible that it was left unlocked, which may unfortunately explain the missing items.

  Our management team has made multiple attempts to reach you by phone to gather any documentation or details that might help us corroborate your account. As of now, we have not received any supporting records.
  That said, we truly regret any inconvenience this situation has caused you and are still open to working toward a resolution. If you can provide any additional documentation that may help clarify the circumstances, we would be glad to review it promptly.
  Sincerely,

  CarWise Gurnee

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23142877
  
  I am rejecting this response because:

  They told me specifically the property across the street was under their control and an extension of the dealership. As such, their response is incorrect and misleading.

  This is an attempt to deflect the issue which was removing and or not delivering items agreed to at time of sale.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/22/2025

  Dear Mr. ****************** you for your follow-up and for sharing your continued concerns. We regret that your experience hasnt met expectations and want to reiterate that we are committed to finding a fair resolution.
  Our records show that our teamincluding both ***** and *****has made multiple attempts to reach you by phone and text to resolve this matter. Unfortunately, we have not received a response.
  Regarding the second key, our vehicle acquisition records indicate that the 2019 Honda Pilot came with only one key at the time of purchase. That said, we would be happy to assist you in having a second key made and programmed at our dealer cost, meaning you would pay only what it costs us, not the retail price.
  As for the missing spare tire and front floor mats, our intention was to invite you back to the dealership so we could provide and install replacements at our expense. Since weve been unable to reach you directly, we also want to offer an alternative solution: if you prefer, we can issue you a check in the amount of $289.64 to cover those items.
  To move forward with either option, we kindly ask that you contact us directly. ***** can be reached at ************ and ***** at ************. We're happy to accommodate whichever resolution works best for you.
  We appreciate the opportunity to make this right and hope to hear from you soon.
  Sincerely,
  
  CarWise Gurnee
  6460 Gurnee ***** Cir W
  Gurnee, IL *****

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23142877
  
  I am rejecting this response because:

  Firstly, I have no voicemail messages from anyone named ***** or *****. Your sales representative ****** should have told me there was no second key rather than stating he could find it because the key keeper was a mess and further telling me it would be sent by ***** to me when he did find it.

  The requested compensation is extremely fair and based on actual costs for these items which were promised at time of sale and/or removed during the detail process. I have not inflated any value for these items nor have I added any additional compensation for the inconvenience. I have offered a fair and reasonable rresolution. Meeting me halfway is simply not fair.

  I respectfully ask you make this right and send a check for the full amount requested to my home address.

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

• Initial Complaint

  Date:03/24/2025

  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.

  I purchased the vehicle on 12/27/2024 for $33,136. After the purchase I canceled the warranty that I purchased through the dealership. I haven't received the refund of $4000 as of yet. Also I paid for taxes and plates. They gave me a 90 day temporary tag that expires on 3/27/2025. I haven't received my plates as of 3/24/2025 and continue to get put on terminal hold with no resolution.

  

  Business Response

  Date: 04/19/2025

  According to the finance department the policy was cancelled, and a check was mailed. Plates and registration are applied for and then the state the customer resides in processes and mails the plates to the customers.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 vehicle Saturday feb 22 and advised it would be delivered to their ****** location(car wise )on Monday faeb 24.placed 1000 down attempts to contact them many times over 3 days have been ignored.upin completion of purchase contract they added 1000charge for low **** which was not approved by myself..

  

  Business Response

  Date: 03/20/2025

  Dr. ******************* you for bringing this to our attention. Weve thoroughly reviewed all records related to this matter. According to our findings, the transaction was canceled, and the down payment was reversed to your Mastercard.
  
  We sincerely apologize for the poor experience you had with our company. While its not an excuse, we want to be transparent after your purchase on Saturday, we began moving to a new facility on Monday evening and transitioning to a new phone system. Unfortunately, these changes contributed to the breakdown in communication and service you experienced.
  
  Your trusted advisor was unresponsive, the managers at both locations should have been more involved, and the call center failed to provide timely solutions, only offering apologies and assurances that you were a priority. This is unacceptable, and we take full responsibility.
  
  Once again, we deeply apologize for falling short of the experience you deserve.
  
  Sincerely,

  Customer Answer

  Date: 03/21/2025

   
  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

  Date:02/22/2025

  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.

  In December I found a vehicle at ************ that I wanted to look at. So I took my father and one year old son and drove 2 hours to look at the truck. We test drove and everything was good. I told them I could not afford my payment to be over $420.00 a month. So they agreed and we signed papers. Then I didn't hear who I needed to pay until I get a text message from a place saying my payment was late. Then I see that my payment is $465.00 a month which i told them multiple times was over what I could afford every month. The only reason I purchased was because the deal we made was $420 a month. They will be hearing from me and I'll tell everyone i know they can't be trusted. Only reason I'm not driving up there to give them the truck back is they don't have my old truck. Businesses like this should not be able to stay open.

  

  Business Response

  Date: 03/21/2025

  Dear Mr. *************** you for reaching out and giving us the opportunity to review your concerns regarding your vehicle purchase. After carefully reviewing all documents related to your transaction, we found that the monthly payment amount is clearly outlined in the paperwork you signed at the time of purchase.
  We understand that the car-buying process can be lengthy and sometimes details may be misremembered. To help clarify, please review the attached Sales Waiver, which clearly shows your agreed-upon monthly payment and all associated terms.
  If you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your business and hope youre enjoying your truck.
  Sincerely,

• Initial Complaint

  Date:01/05/2025

  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.

  Price of car was different after I signed my paperwork. They listed online for ****** and wanted to add on warranty for tires and low **** which I refused. I did get bumper to bumper warranty which they said was the reason car was 31,800$ i signed paperwork and now looking over it total for car is 35,800$?? So after I signed original paperwork it was changed and sent in??? I was also charged taxes and fees but now got a bill for 300$ in taxes. This dealership should be closed down. I was also told I had 2weeks 500miles to test car out? That was a lie and my wife and 13year old daughter both heard them say it.

  

  Business Response

  Date: 01/11/2025

  We sincerely apologize for any confusion or frustration you experienced during your vehicle purchase process. We strive to ensure that all aspects of a transaction are clearly communicated and documented. Let us address your concerns in detail:
  
  Price of the Vehicle:
  According to our records, the vehicle was priced at $28,700 on your purchase date of June 15th, which aligns with the bill of sale provided at the time. Any additional charges, such as for the service contract or other ancillary products, would have been itemized and presented for your review prior to signing. Wed be happy to provide a detailed breakdown or copies of these documents to clarify further.
  
  Taxes and Fees:
  Taxes and registration fees are calculated in compliance with state regulations. However, if you have received an additional tax bill, it may pertain to local or state adjustments post-purchase. We encourage you to bring in the bill so we can assist in resolving any discrepancies.
  
  Return Policy:
  Our Elite Advantage program offers a 3-Day Exchange Guarantee and a 30-Day Price Match Guarantee, as well as a 15-day/500-mile powertrain warranty mandated by Illinois law. Its possible these details were misunderstood or combined during our conversation. We strive to be as clear as possible, but we recognize that the amount of information shared during a purchase can sometimes lead to confusion. We regret any miscommunication and are happy to review these policies with you to ensure clarity.
  
  Next Steps:
  We value your satisfaction and take your feedback seriously. We want to assure you that once documents are signed, they are not altered under any circumstances. If you believe there is a discrepancy, we encourage you to bring in your copies of the paperwork so we can review them together and address any concerns directly. Our goal is to ensure you feel confident in your purchase.
  
  Please dont hesitate to reach out to us directly. We are committed to resolving any outstanding concerns and improving your experience with us.
  

• Initial Complaint

  Date:12/03/2024

  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.

  First of, the install the LoJack on every car and you cannot decline it. So as a consumer you are required to purchase a product you dont want, after we declined it multiple times, the answer we got was that its already installed. The next thing is two of the tires were older than the other two and we mentioned it to the sales person and they said there is no issue with them, even when we mentioned theres a noise because of the tires. We just bought two new tires to replace those and guess what, problem fixed. The worst part is, we agreed on a price, and when we just went to pay off the car it was approximately $2,200 more than the agreed price. While in the finance office the guy confirmed the price it should have been so where did this extra money come from? Everything felt so rushed and none of the paperwork was explained to us.

  

  Business Response

  Date: 12/18/2024

  Thank you for sharing your feedback. We value your input and appreciate the opportunity to address your concerns.
  
  Regarding the LoJack installation, wed like to clarify that this system is pre-installed on all our vehicles as part of our commitment to enhancing vehicle security and recovery capabilities. ****** offers significant benefits, including aiding in vehicle recovery in case of theft, potentially lowering insurance costs, and providing peace of mind to our customers. While we understand you did not plan to purchase this feature, its inclusion is intended to provide long-term value.
  
  On the matter of the tires, all vehicles undergo inspections to ensure they meet safety and drivability standards. While the tires on your vehicle were deemed to meet those standards, we acknowledge your preference for a quieter or newer set. Were glad to hear the issue was resolved with your replacements. Its important to note that adjustments to a vehicle, such as new tires, are typically negotiated during the sales process and would have affected the final pricing accordingly.
  
  As for the pricing discrepancy, we take your concerns seriously. The final price, including any additional items or fees, is detailed in the purchase paperwork provided at the time of sale. We encourage customers to review these documents carefully before completing the transaction. If you believe theres been an error or misunderstanding, we would be happy to review the paperwork with you to ensure clarity and address any issues.
  
  We appreciate your understanding that the vehicle purchase process involves collaboration to align expectations. If you have further questions or would like to discuss this in detail, please dont hesitate to contact us.
  
  Thank you for bringing this to our attention, and we hope to continue serving you in the future.
  

• Initial Complaint

  Date:11/21/2024

  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.

  I am a 70 year old woman, and apparently I bought a lemon, I purchased a ***** xc60 from elite motors *** at the end of April of 2024, I was told by the ***** dealer ship in sept that my engine is blown. At first ***** said it was a leak in the coolant hose and I needed a new battery, they sent me a detailed text message stating everything thats was wrong and things that were fine they also sent a video of their mechanic saying what was wrong and in the video the car is running. I agreed to those repairs via text message and about 3/4 days later they said the engine is blown. I called elite and they refuse to do anything even though elite motors and ***** is aware the vehicle is on a recall list for the exact same engine issue that Im currently having.

  

  Business Response

  Date: 12/06/2024

  I am not sure what she would like Elite to do. According to the jpeg images and her statement that she received a video of the car running from the mechanic stating what is wrong. Then she stated 3-4 days later the engine is blown. This purchase is as is and the car was running properly when it left here and obviously running at the ***** shop. So, it appears to me that the ***** shop is responsible since the engine had blown after they had the vehicle.

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 Monday, October 21, 2024, I visited Elite Motors to purchase a pickup truck after researching their company. What drew me to Elite Motors was the 3-day exchange no questions asked option on all vehicles. I ultimately purchased a 2016 Dodge Ram that has a ********** engine for $22,498 with $4500 down. This purchase was made as they were closing near the 7:00 p.m hour. On the way home with the vehicle, the service engine light popped on. I contacted Elite Motors immediately the next day about returning the vehicle I requested that a manager call me; that did not happen. I was told I could bring the vehicle back for service. On Thursday, October 24th, I returned to Elite Motors. The manager had the vehicle checked out and the service representative said if was a clogged filter. I left to head home with the vehicle again but felt very unsure about the vehicle. After thinking it through more, I called Elite Motors to report that I wanted to exercise the 3-day exchange option considering it was still within the 72 hour timeframe that I purchased the vehicle. When I arrived at Elite Motors to discuss the exchange, the Manager ***** questioned me about my reason for returning the vehichle and flat out said "no, we wont do it, that's not a good reason". I repeatedly quoted their 3-day no questions asked policy and he repeatedly said, "we will not take the vehicle back, it's your fault you did not do your homework". I acknowledged that I did not know enough about Diesel vehicles before the purchase but also kept reminding him of their 3-day no questions asked exchange policy. After he would not budge on working with me in any way, I told him he was full of c*** for not honoring their posted policy and that I would report the business. He welcomed me to do so. On the way home, another service message popped on and again Elite Motors said I could bring it in for service but no exchange. I would like the business to honor their 3-day exchange policy.

  

  Business Response

  Date: 11/08/2024

  I am a little confused about the complaint and timeline. I spoked to the team and this truck was brought in on Tuesday or Wednesday this week and was left for a diagnosis. We are looking into the problem and resolution. So not sure what else is needed.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22471237
  
  I am rejecting this response because: it does not address the issue. The issue is I attempted to exchange this vehicle within the 3-day No question asked exchange guarantee policy and management refused to consider an exchange. The vehicle is now back at the dealership for service due to the ongoing problem with the "service engine" light coming on. The service engine light came on the night that I left with the vehicle. I took it back and they told me to just drive it to clear the filter. The filter has yet to clear. The diagnosis shows that the filter needs to be replaced.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 12/02/2024

  We have responded to this complaint and are not sure what else we can do. From my understanding the customer had an issue and brought the truck in and it was addressed. The 3 day exchange was addressed by a sales manager and the request was not within 72 hours. I will inquire further with my team to see if there are any other options.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22471237
  
  I am rejecting this response because: Elite Motors' response is 100% NOT TRUE! I returned to Elite Motors, in-person, WITHIN THE 3-DAY window (it was actually on the last day and the manager verified that with the salesperson). The manager flatout refused to consider an exchange. I repeatedly mentioned the 3-day window and their customer satisfaction guarantee policy but he kept refusing to consider my request.  I told him I was going to report their business and he told me to go ahead. This is NOT good business!

  This business did have a filter replaced that was bad from the time of purchase and I appreciate even though it took multiple trips back to get it done.  On the way home from the business after the filter was replaced, the service engine light came back on and has remained on, and I have been unable to get anyone on the telephone to discuss a resolution

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

  

  Business Response

  Date: 12/16/2024

  Sales manager is in contact with the client to resolve issue.

  Customer Answer

  Date: 12/18/2024

   
  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. The Sales Manager has agreed to exchange the vehicle. We are working to identify a suitable exchange.
  
  Sincerely,
  
  ******** *******