ComplaintsforLuxury Imports of Bowling Green

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Purchase from Luxury Imports of Bowling Green: 06/21/2023 Mercedes Benz 2023 GLC 300 $59,291 including Pre-paid maintenance plan: $4150.00 Date of trade in at Mercedes Benz of Augusta Goergia: 12/01/2023 Purchased car from Luxury Imports of Bowling Green with prepaid maintenance plan, it took dealership almost 6 months to process registration. I traded in car on December 1, 2023 at Mercedes Benz of Augusta, GA. I called Bowling Green dealership to get a refund for the prepaid maintenance that I did not use and they sent me a refund form. ******* ****** from Bowling Green said it was supposed to be Mercedes Benz who should give me a refund instead after he received the signed form. I called Mercedes Benz and they said it was the dealership's responsibility.

  Business response

  02/22/2024

  Unfortunately the Prepaid Maint Agreement purchased by ******* ******* is not a cancellable item.  It clearly states so on the attached contract.  

  Our team member should have know this and explained this to her when she attempted to cancel it, instead of having her fill out a cancellation request.  We also should not have told her to call Mercedes-Benz, because the contract is clear.  We apologize for any confusion caused.

  We cannot refund the cost of the plan, as it is not cancellable.  As a sign of good faith, we will offer to do the first service on the Mercedes-Benz purchased by ******* ******* at no cost to her.  

   

   

  Customer response

  02/23/2024

  
  Complaint: ********  
  I am rejecting this response because: as a loyal customer, I  asked if it wasn't cancellable or refundable, if the maintenance plan can be transferred to the new vehicle I purchased since it was also from Mercedes Benz and purchased within 6 months. 
  
  Sincerely,
  
  ******* *******

  Business response

  02/27/2024

  The Pre-Paid Maint agreement is not an agreement with the dealership but with Mercedes-Benz.  It is not our policy that prevents cancellation.  We are also unable to transfer the policy because it is not our policy. 

  As previously stated and shown, it is clearly stated on the agreement that it is not cancellable.  

   

• Initial Complaint

  02/19/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Interest in a used 2018 Tesla Model S Performance they had for sale. I live out of state in Cincinnati with travel I would need to block out a full day to through this process. In the interim the sales rep **** ***** and Sales Manager, ***** ****** told me that I could put $2500, deposit, 100% refundable. Ensured this over text & phone but also had ***** sign off on credit auth form *attached* Before taking the trip down I called my insurance company to get a quote on the Tesla & since it is a Performance model S, my cost is significantly higher than what I'm paying today. Due to this factor I informed **** on Tuesday 2/13 that I would not be purchasing the vehicle and to refund the deposit. Since then they have been ignoring multiple phone calls, voicemails, texts and e-mails and not fulfilling the deposit return as promised. Into looking further into this company I see multiple complaints not just on BBB but auto dealer website about this exact person who seems to be a unethical car sales man with zero business ethics, morals and best practices. To resolve this matter I would like my refund in full so I can simply wash my hands of this and move on yet I cannot. Thank you for your assistance in this matter. ******* *****

  Business response

  02/22/2024

  *** ***** and the dealership had an agreement that he would complete the purchase of the pre-owned Tesla and his deposit was refundable if the vehicle was not as represented when he saw it.  My understanding is that *** ***** had no issues with the vehicle and only chose not to complete the transaction due to the fact that his insurance costs were significantly higher than he anticipated.  

  He stated that he did not want to complete the transaction on the Tesla for that reason.  He also stated he would be interested in purchasing a EV BMW.  Our sales management team reached out to get that deal worked out.  

  Ultimately, we are not unscrupulous.  We expected the client to fulfill his obligation to complete the purchase or to purchase another vehicle that fit his insurance budget as he suggested he would.  If he is not interested in doing so, we will refund his money.  

  We have refunded the deposit to *** *****’s card.  

  Customer response

  02/22/2024

  
  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.
  
  Sincerely,
  
  ******* *****

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• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a preowned 2022 4Runner from the dealership on June 5th. We gave them a check for $50,000 including taxes and was able to drive the car home. They sent me with a temporary tag and said they will mail the title and registation info to our county clerk but contact them if we need a new temp tag. I've been in contact with the sales person and administration a couple times before October to follow up on the title and to get extra temp tags since we still didnt have title or registration. An administration associate contacted me the first week of October to let me know that they lost the original title and had to file for a duplicate but said they were mailing it to me then. It's now November 29th and I still dont have the title/registration. I've contacted them mulitple times to check in and they either say they will ask that department and then never get back to me or say "it should be on the way here soon". My vehicle's temp tag expired 10/25/23 and they have not sent me a new one dispite me asking.

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Friday, August 18, 2023 I went into Luxury Imports to look at a vehicle as I was still shopping around. After I drove the vehicle my wife and I went into the dealership to find out more information. They said before they could give me any information they wanted to get me prequalified to let me know what the estimated monthly payment and rates would be. I stated I did not want a hard pull because I wasn't sure I wanted this vehicle yet. They stated it would be a soft pull on my credit. So I then filled out the paperwork but before handing it over, I again stated they did not have my permission to do a hard pull on my credit and they reassured me it would be a soft pull. About 5 minutes later I received a notification on my phone that they had done a hard pull anyway. The salesman then tried to lie to me and tell me I can just call and have this removed if I don't take their credit offer. The manager finally came over and never apologized and then tried to tell me multiple inquires don't matter and don't happen within 45 days. I was completely misled and lied to about this whole situation and felt as if they were trying to corner me into buying a vehicle from their lot. Their paperwork says, "I authorize BMW Financial Services, a group that includes various entities offering different financial services products, to request information from me and to make whatever inquires it considers necessary and appropriate..." However, this is why I verified with the salesman multiple times that this was not a hard inquiry and stated to them that they did not have my permission to do a hard inquiry. In this situation I believe they should remove the hard inquiry from my account because of false and misleading business practices.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Deceptive practice concerning the misrepresentation of an automobile: On 2/24/2023, I called Luxury Imports of Bowling Green inquiring about a 2021 Tesla Model Y listed for $46,087. ****** ********, the sales agent, told me it was a full self-driving Tesla. My wife and I visited the dealership and spoke with ******, and the dealership's mechanic, ******* who formerly worked for Tesla. I asked multiple times if this car had the full self-driving features such as self-parking, changing lanes by itself, etc. ****** confirmed it did all the things I asked about. I test-drove the car with ******, but neither of us could figure out how to get the car to change lanes or park by itself. Again, ****** confirmed this car had the software to do all that, and maybe it just needed to download an update. For the listed price, and having the full self-driving software (which is a $15,000 feature), I thought this was a fair deal, and decided to purchase the car. After going home and doing the update, I found the car did not have the full self-driving software. I called ****** the next day and informed him of this, and he said he would talk to his manager and call me back. He never called me back and stopped answering my calls. After eight unreturned calls in three days, my mother and I drove 110 miles to speak to someone at the dealership. We sat with ****** and the General Sales Manager, ***** ******. I complained about them misrepresenting the car as full self-driving and for making me drive 110 miles because no one would return my calls. Even though ****** admits he told me it was full self-driving because "that is what he was told", ***** refused to take the car back or refund any money because it was sold "As is". Regardless of the "As is" condition of the purchase, the self-driving feature was represented to be included with this vehicle. I had no way of independently verifying the claims of their salesperson and mechanic and, thus, relied on their claims.

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