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:06/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought the car from the owner *********************** haven't had the car 30 days it needs a ********************* he is selling flood cars he won't pick his phone have tried n good faith on my way to contact attorney General

• Initial Complaint

  Date:01/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 want to finish the payment that was left on me. cuz the car was $7,177 and I deposit $ 4, 000 dollar in cash and I still have $ ***** to pay. But I have trying to contact then, but they don't pick my call. I want to get my vehicle by next week the 19th by this month. Please do that for me as fast as possible. Thanks Bawili S

• Initial Complaint

  Date:08/21/2023

  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 wouldnt recommend this dealership to anyone they sold me a car on my way home from buying it the car the engine light came on I told them and brought it back to them supposedly he ran the codes and shut the light off and told me that it was just a gas cap the car continued to have issues so I paid to have a full diagnostics done on the engine turns out it needs a camshaft new lifters because it had a flat spot on the cam which caused one of the cylinders to drop the car came with a 4 month warranty witch is what the claim is under on 4/11 I purchased a lifetime warranty for the car knowing that it can not be used with a claim already that's already been filed and it's not active tell after the 4 month warranty ends my wife was threatened be the owner today if we didn't remove our comment he would press charges for insurance fraud no my man that was not the case the car was already filed a claim before I got the upgraded warranty and you can't make 2 claims like your boy **** tell my wife to do now that's insurance fraud I have documents from the day the original owner traded the vehicle in at car-mart in ***** proving it's has the exact same problems problems that's it has now and the exact mileage from then to now with only a 40 mile difference come on now that's fraud and you sell me a car that you knew had problems that's insurance fraud by you and you called my wife blaming her it's how we drove the car look you can't mess up lifters that fast that caused a flat spot on the cam that's a problem that's been there for awhile..

  Business Response

  Date: 08/22/2023

  We have no record of this sale and from the description for the customers comments for sure he filed a complaint against the wrong dealership. we're at ************************************ In ************, ** *****. Customer may want to check which dealership he's filing complaint against. Thanks. 

• Initial Complaint

  Date:03/27/2023

  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.

  On March 9th we began dealing with Cars R Us with interest in purchasing a Beetle GSR, we told the dealership we would use our own bank to finance and we placed a $1,000 deposit which I was told WAS refundable and that once finalized it would transfer over to the purchase of the car. Our bank took long than expected and we were going back and forth about the purchase with the dealership. The following week *** text me and told me I had 24 hours to send them the money or they would sell the car and that my deposit was not refundable basically insinuating that I took to long on deciding and they lost other possible buyers for the car. I no longer want the car I simply want my deposit back. No forms were ever signed that it was no refundable or I had a time limit in which to buy the car. I feel as though I am being harassed and strong armed into buying the car.

  Business Response

  Date: 03/30/2023

  Customer put a deposit on the vehicle to hold it. After holding the vehicle for approximately ******************************************************************************************************************** purchasing the vehicle. Customer and his husband kept on changing their minds during these 10 days on so many fronts. They never submitted a credit application ago us after we held the car for them to get them financed. Customer who were interested in the vehicle are gone thinking it was sold and we have to reduce the price as a result.

  Customer Answer

  Date: 03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  There was never a time line given to me stating that I had a time frame to buy the vehicle.  Also, I have the proof via text stating that I would not be using their financing and I would be using my own bank.  It was repeated several times that I would not be filling out their application.  Further more that does not give the right to withhold my deposit.
  
  Regards,
  
  ***********************

   

  
  

  Business Response

  Date: 04/03/2023

  On March the 9thwe began a inquiry on the 2014 VW Beetle R-line from ***********************, this customer lived in **************, he had told me he wanted to buy this vehicle. He wanted to go thru his own bank and have his husband ****** added to the loan. He wanted to make sure that the vehicle did not sell before they could get there own financing approved. I told ****** the only way this would be possible is he would have to put down a $1000.00 Non refundable deposit. This is because out of state deals have to have the vehicle listed as sold during this timeframe. I also explained that this would only hold the vehicle for no more than 10 days. The price to hold a vehicle for an out of state customer is $100.00 a day he said he understood and agreed. ************* told me he thought it would take a few days. We set an appointment for the following Saturday. Upon reaching out multiple times to ***********************,to confirm his financing and appointment for them driving from ************** to *******. After 4 messages he did call me back. He told me financing was taking longer because of his Husbands credit. He said it would be another week before they could make it down. I told ************** that we could try to get the financing for him with our banks? He said if it did not get approved by the following Tuesday. He would let us try and get them both financed. I called Wednesday and Thursday and left numerous messages to no answer. We had given him a blind appraisal on there Trade in they were driving from ************** and turned down 4 offers to have people come test drive and potentially buy our VW Beetle. We did this because we had taken the deposit and extended it out another 5 days past the 10 originally agreed upon days. I personally talked with the husband ****** and he said ********, We want the vehicle please work with us. We will try financing thru you. They never filled out there credit applications to let us get them financed Instead I got a message from ****** after more than 2 weeks of working with them they changed there mind. We lost out on this sale and at least 4 other sales holding this unit for these gentlemen. They knew we could not take this vehicle off the market and lose many potential sales because of time wasted with these non buyers. We have done everything we promised and now out of the blue they want there non refundable deposit back. This is not the agreement we made. We offered free transportation to get the vehicle to them and there Land Rover trade to **. They refused. We have went above and beyond for this couple. No good deed goes unpunished. 
  Thank you for listening. 
  ******************************;

• Initial Complaint

  Date:03/14/2023

  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 saw the 2016 range rover online for $29,000 I took a picture of the price but when i went in to test drive it, I didn't intend on buying it. I liked it so I purchased it for $30,000 on Saturday 1/7/23 ****** miles. I was overwhelmed and didn't realize this pricing error until I was looking over my paperwork that sunday. Monday 1/9/23 I drove back up to dealership to ask for a refund. On my way there I heard a popping sound that concerned me. I arrived at dealership asked for my $1000 back. I didn't think it would be an issue considering I put down over $10,000 to get the monthly payment I wanted. They refused to do anything. I asked to get my trade in back and give them back their range rover and they said no. After I complained and cried for 30mins they decided to give me back $500 but I had to wait until they received my trade title. I noticed a burning smell coming from the suv and squeaking when you turn the wheel my husband suggested we get the truck checked out a reputable dealership. They found an oil leak and cracked bushings, bad rotors and brakes & more that totaled over $7000. Cars r Us said I couldn't use the warranty since I just got the truck and said I needed to wait 30 days. So i asked for my trade in back and they declined. We ended up having to pay out of pocket to fix the truck. I just went to sale the truck today ****** miles I called to cancel the warranty. They said I couldn't get a refund because you have only 30days to cancel it. And by me selling the truck that isn't a reason for them to offer me a refund. I paid $4700 for a warranty I was told not to use and now I've lost more money. I'm devastated. I want a full refund on my warranty because this is not fair and Cars R Us shouldn't do people this way. This has been my worst car buying experience ever and I've bought several cars. Its crazy because i'm conveniently missing a few pages of the warranty that says I can't cancel it after 30days. Cars R Us is a total scam.

  Business Response

  Date: 03/20/2023

  When the vehicle was sold to the customer it was in perfect shape. The price was agreed upon. When the customer came back complaining about the price couple of days later, we still gave the customer a $500 discount in good faith to make sure the customer was happy. The service contract sold to the customer is a third party and customer agreed to their terms and conditions. 

  Customer Answer

  Date: 03/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  That business is Shady. They wont admit to any wrong doings and it my fault for buying a car there. They are liars and I will let Karma handle them. They advertised $29,000 in the picture on line. I paid $30,000 they didnt want to acknowledge their error they didnt want to give me my $1000 back. I asked to undo the deal and they didnt want to do that either. They got over on me and several other customers. Then to find out I paid them all this money in cash and I couldnt even cancel a warranty they sold me is a bunch of c*** I lost so much money on this car and they get to sit back and reap the benefits of running a bad business.  This whole situation just blows my mind.  They gave me back ****** but is should have been $1000. Now I lose another $7000 on repairs and $4600 on a warranty I cant cancel.  I lose yal win. 

  Regards,
  
  *************************

  
  

• Initial Complaint

  Date:03/14/2023

  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.

  On February 28th, 2023 I called Cars r Us and spoke to *********************************, the sales manager to verify the 2018 *** 330ix was selling for exactly $18,000 and was still available. The sales representative stated it was still available and also that indeed the price was $18,000. At that time I informed him I was making the trip to look at the car from **** so I asked him to give me the total price including tax, title and anything else for the total amount to buy the automobile outright. He said the exact amount would be $19,502.93. At that time I went to my bank and obtained a cashiers check and headed to the dealership. When I arrived I test drove the automobile an decided it was worth the asking price and proceeded to speak with the sales manager. While inside the sales manager was back and forth with the owner and finally came to me and apologized for the inconvenience but the car apparently was listed on another automobile website for $1000 higher however he would sell me the car for the promised $18,000 if I financed it through the dealership. So I reluctantly moved forward with the transaction. It was a grueling 4 plus hours even though my credit is almost 800 scores. With all the changes and everything going on the sales manager then passes me off to the owner who promised me everything would be as promised. At that time he stated because **** sales tax was higher even though I made them aware I was from **** in the first place. Lastly I called the bank Cars R Us financed my original cash purchase through *********** of Ohio). They stated my total balance owed was for $20,571.03 plus a $391.40 pre-payment penalty. Prior to pulling my credit several times I noted to the sales manager I did not want nor was a pre-payment penalty disclosed. I am seeking the difference in which I was promised my out the door cost would be of $19,502.93. $20,962.43 new loan payoff minus the promised $19,502.93 total out the door cost = $1,459.50 to make things whole.

  Business Response

  Date: 03/20/2023

  ***** was agreed upon and customer moved forward with the purchase. Its worth mentioning that this vehicle was priced in error approximately $5K below market value and approximately $3K below the dealership cost. The error was realized next day after the sale. 

  Customer Answer

  Date: 03/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  It is not my fault you listed it incorrectly. However it is your responsibility to honor the price listed with the tax, title and registration you quoted. Also owner and sales manager lied about financing and prepayment penalty for the bank that I did not need financing for in the first place.. In addition the owner and sales manager and owner lied about total costs. It is with this you are responsible to make this mistake whole. Lastly you did not sell it for less as a mistake. You simply could not sell for the higher costs per the vin report. You simply lowered the price to move the inventory.

  Regards,
  
  *************************

  
  

  Business Response

  Date: 03/28/2023

  The price was honored with the price listed with the tax. Customer misrepresented about his intention to payoff vehicle so he can get discounted price. Customer signed all docs and contract. 

  Customer Answer

  Date: 03/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Customer did not misrepresent anything.  I went to your dealership with a check in hand with taxes, costs included per your sales manager.  The copy was already attached for your records.  Your sales manager and the owner whispered (because other customers were present) this deal was only with financing so I would not make a fuss. I spent 4.5 hours waiting due to the dealership incompetence only to be overcharged.  I also have 3 different copies of the closing.  I am more than certain the ******* state attorneys office would agree with my assessment.  If a compromise cannot be met per the agreement I will be contacting the state along with the attorney general to see what there thoughts may be regarding your inability to disclose pre-payment penalties and fraudulent business tactics.  This will be my last attempt to resolve before making the next appropriate steps in filing official complaints with the state and hiring counsel. 

  Regards,
  
  *************************

  
  

  Business Response

  Date: 04/03/2023

  Customer went over the documents hourly. No one forced him to purchase the vehicle. He could've not agreed to pricing and/or fees. No one forced him to purchse sign the documents. Again, he could've not purchased the vhiecle. The vehilce was priced the way it was priced. Fees are what they are. He didn't have to move forward with the deal. 

• Initial Complaint

  Date:11/17/2022

  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 purchased a vehicle and the extended warranty they offered. The told me could be canceled after 90days at anytime. I ha e been calling and calling for about 2 months with nothing from the car company. They keep saying they will contact me and never do. I am wanting the extended warranty canceled and remaining balance credited to my account. They are the only ones that can cancel the warranty I even spoke to the lender about the warranty. INDY CARS R US is the only one that assist and they refuse to do so.

  Business Response

  Date: 11/19/2022

  Hello, I am the owner of Cars R Us. I am so sorry for any inconvenience. Please stop by and ask for me, *********************. I will work with you to cancel the service contract asap. Please note the funds will go back to your lender once the Service Contract is canceled. I also would like to know who recommended to you to cancel the service contract after 3 months as this is not a good idea to remove protection. I look forward to hearing form you. Thank you. 

  Business Response

  Date: 11/21/2022

  Hello, I am the owner of Cars R Us. I am so sorry for any inconvenience. Please stop by and ask for me, *********************. I will work with you to cancel the service contract asap. Please note the funds will go back to your lender once the Service Contract is canceled. I also would like to know who recommended to you to cancel the service contract after 3 months as this is not a good idea to remove protection. I look forward to hearing form you. Thank you. 

  Customer Answer

  Date: 11/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Starting on September 12th, I called Cars R Us and left my information. After one week I did not receive a call back. The following week I called twice, once leaving a phone call with the owner himself along with an employee named ****. Again no return. I then began calling three times a week and was told each time I would hear back asap. I have yet to receive a call from anyone at Cars R Us. When we signed the contracts with the saleswoman, we were told that in 90 days we could cancel the warranty and the amount remaining would be placed towards my balance. I live over 2 hours away and since the warranty discontinuation does not require a signature, I should be able to handle the situation over the phone. I would just like a call back to be able to successfully discontinue my warranty at this point. 
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 11/23/2022

  Hello, I emailed and called the customer. I am waiting to hear back from her. Thank you 

• Initial Complaint

  Date:11/15/2022

  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.

  My son and I (co-signer) purchased a vehicle in April 2020; they sold us a vehicle without a clear title. The co-owner ******* said he would purchase the car back and make this right; but they finally sent title approximately 4 weeks ago and we did paperwork and now the State of ******** said there is still an error with the title. They also had given us (4) paper plate tags which *** stated that ******* should not have done that and that was illegal.Called spoke with the owner *** today, and he was just as rude as ******* and was unwilling to work with us as we told him to resolve this we want to give the car back - give Vibrant their monies back (provided the loan) and be done with this nightmare.I have learned that their dealings have been illegal and *** and ***** (title) stated that they are trying to undo all the wrong deals. We can't do anything with the vehicle, we can't even sell it or drive it legally because we don't have the title.Because of poor customer services and being rude and unwilling to resolve this issue.

  Business Response

  Date: 11/16/2022

  There are misrepresentations in the claim of Ms. ************************** Vehicle was sold in April 2022 not 2020. it's unfortunate that she's having car trouble. She has the title. she claims that there are title issues and we offered to help her with anything that can be done in her state to perfect the title. We were not rude with *********************. clearly ******************** is having car trouble and she wouldn't accept anything less than returning the car which was bought about seven months ago for an answer. this of course is an unreasonable requests. If this is ******** help with the *** we will gladly help, but as far as taking the car that was bought seven months ago back is an unreasonable requests and we cannot and will not do that.

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  First, I would like to state that the correct date was ***** of 2022.

  The reason for the problem is that the Dealership sold us a car that the Title was NOT CLEAR - AVAILABLE.  The owner did advise they would assist and I told him that We can't do anything with the car and that the Title still had errors ****/Make/Model.

  Today, I did speak with ***** at Cars R US and asked her to reach out to the State of ********.  

  I would like to reserve this right to follow up - If we CAN NOT do anything further with the vehicle (Title changed) and that the Title is in CARS R US name; it's been 7 months; and the only way to make this right would be to VOID the purchase due to THEIR MISHANDLING OF OUR PURCHASE.

  Failure on their part to provide us with Title (as a dealership) has hindered us in our ability to enjoy our purchase. 

   

  Regards,
  

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