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:03/17/2025

  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.

  This used car lot is nothing but a junk yard, my ex husband got a truck from them and he didn't have it for a year, he had to buy a water pump, an alternator a radiator and then it over heated and blew the engine so he called the car lot they came got the truck and said it wasn't worth fixing, if he could come up with a $1,000 he could get another vehicle but still had to pay so much for the blew up truck. So in November 2024 I went with my ex husband (***** *****) to pick out a car ( 2006 Pontiac Vibe) we told them it needed a driver side door control cover plate (for the window, locks), and i called them about it and a spare tire and the air conditioner not working ( which they told us it worked before we left the car lot) we didn't try the air conditioner because it was winter time The guy said he would order the part and a tire, I've called a few times and they tell me their still waiting for them to come in. It's now March 2025 and still haven't heard anything. We had to buy a new battery and an alternator for this car. I understand you buy a car as is but when your told everything works, it runs good and it's a nice dependable car and then you have issues with it, its like they lied to us snout tbe car, to me the car lot is scamming people and they over charge for their vehicles. This business needs to be looked into for selling used vehicles that's not worth buying.

  Business Response

  Date: 03/20/2025

  March 20, 2025
  
  *** ***** ******, Dispute Resolution Specialist
  Better Business Bureau – Complaint Department
  13104 Eastpoint Park Blvd
  Louisville, Kentucky 40223
  
  RE:      Case ID Number: ********
              ***** *****
  
  Dear *** ******:
  
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on daily basis, strives for customer satisfaction.  On November 18, 2024, Mr. ***** ***** (customer) purchased a **** ******* ***** *** ** *****************, from BAM.  The customer purchased the vehicle in As-Is condition.  No warranty was expressed nor implied (customer to refer to the Warranty Disclaimer).  The “We Owe” did promise a driver side window switch cover. The cover was ordered and has now been received. The customer can now schedule an appointment to have the cover installed. The other items mentioned in the complaint were not promised at the time of sale, if the customer would like to have the vehicle serviced here, they can also schedule those items to be looked at the same time and we can call the customer with an estimate after diagnosis.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** ********.
  
  
                                                                                      Sincerely,
                                                                                      ****** ****** *********
                                                                                      Broadway Auto Mall
                                                                                      **** ***** ********                                                                                     ********** ******** *****                                                                                     ***** ********
  
  c: *****
  

  Customer Answer

  Date: 03/20/2025

  
  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.
  The car lot misrepresented the vehicle because we asked if the heating/air worked and we were verbally told the heating and air worked and the air conditioner doesn't work. So the guy lied to us!! 
  Sincerely,
  
  ******** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:12/16/2024

  Type:Billing 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.

  My vehicle was repossessed 2 days ago I was sitting in my driveway and there repossession worker hooked up to my vehicle while I was inside of the car while I was sitting in the dry way.Waiting for my son to get off of school the tow truck operator then pulled my vehicle out of the driveway with me in it and then started to punch my windows and kick my driver door. And then he threatened my father with a gun and threaten to beat my father up in our driveway i was too afraid to leave my car at this point. Then the repossession. Driver refused to show me the reposition paperwork and then he started to talk to my neighbors and tell them about. My repossession embarrassing me and the process local law enforcement was called , but they did absolutely nothing for us to protect me. And my father this business needs to be investigated for all the harm thay have caused , the business at broadway auto mall also posted a video of me and my father online , blasting us on all of the social medius from what I understand and they gave our address away so that everybody can see that where we live.So now that being said my family is in danger now

  Business Response

  Date: 12/23/2024

  12/23/2024
  
  
  
  RE:      Case ID Number: ********             ***** *******
  
  Dear *** *******
  
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on a daily basis strives for customer satisfaction.  On February 22, 2024, *** ******* (customer) purchased a 2016 Ford Fusion VIN #: ***************** from BAM. BAM made several courtesy calls to remind the customer to make the payment(s). Payment was not made, and the vehicle was sent out for repossession with a third-party repossession company. On December 12, 2024, *** ******* was being uncooperative with the repossession agent and jumped in the vehicle while it was hooked. The repossession agent called law enforcement, which advised *** ******* to get out of the vehicle so the repossession agent could repossess the vehicle.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********
  
  
                                                                                      Sincerely,
                                                                                      ****** ****** **** *********
                                                                                      Broadway Auto Mall
                                                                                      1651 North Broadway
                                                                                      Lexington, Kentucky 40505
                                                                                      ***** ********
  
  c: B482

  Customer Answer

  Date: 12/24/2024

  
  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,
  
  ***** ******* 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/29/2024

  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.

  My name is ******* ********* I am writing this letter to bring to your attention a matter of utmost urgency and seriousness. Yesterday, my car was repossessed by Broadway Auto Mall due to late payments, which I acknowledge was a lapse on my part. However, the repossession company had previously expressed to me that there was an alternative to avoid the repossession by paying the full amount owed, and that handing over my keys would reduce the fee by $200. On the aforementioned date, the repossession team came to my property to carry out their duties. At this point, I reminded them about their earlier promise and proceeded to retrieve the money to settle the debt. However, when I returned, I was shocked to see my car being towed away. This was not only a clear violation of the agreement we had but also put my health in extreme jeopardy. I am a patient of COPD and a sufferer of the highest form of fibrillation, which requires me to consistently use medical equipment such as a respirator, oxygen tanks, tubing, a humidifier, and prescription medication. All these were in the back of the car at the time of the repossession. My immediate concern is to retrieve my medical equipment, which is critical for my wellbeing. However, I am deeply disturbed by the unprofessional and unethical conduct by both Broadway Auto Mall and the repossession company. I am considering filing a civil lawsuit against them for their blatant disregard for my health and wellbeing, and for breach of agreement. Moreover, I also wish to report this incident to the Better Business Bureau to ensure that such malpractices are brought to light and that other consumers do not fall victim to such unscrupulous behavior.

  Business Response

  Date: 08/06/2024

  August 6, 2024
  
  *** ***** ******* ******* ********** ********** ****** ******** ****** * ********* ********** ***** ********* **** **** *********** ******** *****
  RE:      Case ID Number: ********
              ******* ******* *********
  
  **** *** *******
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on a daily basis strives for customer satisfaction.  On February 10, 2024, *** ********* *customer) purchased a 2011 Land Rover Rane Rover VIN #: ***************** from BAM. BAM made several courtesy calls to remind customer to make the payment(s). Payment was not made, and the vehicle was sent out for repossession. The customer has since paid and picked up her vehicle.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********
  
  
                                                                                      Sincerely,
  
  
  
  
                                                                                      ****** ****** *********                                                                                     ******** **** ****                                                                                     **** ***** ********                                                                                     ********** ******** *****                                                                                     ***** ********
  

• Initial Complaint

  Date:06/25/2024

  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.

  All in all was a pleasant experience with purchasing a vehicle. But after having the truck for a couple of months not even putting 2k miles on a truck that they claimed to put a "new" motor in which turned put to be a used motor. But anyway, fast forwarding went to go to the lake and wouldn't you know it. Doesn't start. Seems to be a common problem with there vehicles. But I called and spoke with the manager and he said he was gonna come pick up the truck and they was gonna get it running and take care of it. They did indeed come and pick it up. 5 days later I get a call stating that it needed a new injection pump but he wasn't sure if that was the problem or not but before they could continue to diagnose it and attempt to fix it that it was gonna cost me $2,000 at the minimum. So me along with what seems like everyone else by the seems of it got scammed into buying a pile of junk that they put a bandaid on to sell. Be aware and look elsewhere! Save urself the headache.

  Business Response

  Date: 06/28/2024

  
  
  RE:      Case ID Number: ********
              ******* *******
  **** *** *******
  
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on a daily basis strives for customer satisfaction.  On March 11, 2024, *** ******t (customer) purchased a 2008 Ford F250 VIN #: ***************** from BAM. The vehicle was sold AS-IS as the customer is fully aware. Three months after the purchase, the customer called and stated that the vehicle would not start. BAM has been in contact with the Ford Dealership, and they are 7-10 days out before being able to get the vehicle in for diagnostic. BAM with the customer’s permission, will tow the vehicle to the dealer and pay the $250.00 diagnostic fee. Once the dealer has performed diagnostics, BAM will notify the customer. If the repair is completed at BAM, BAM will complete the repair at a discounted rate.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********
  
  
                                                                                      Sincerely,
                                                                                      ****** ****** *********
                                                                                      Broadway Auto Mall
                                                                                      1651 North Broadway
                                                                                      Lexington, Kentucky 40505
                                                                                      ***** ********
  
  ** *****

• Initial Complaint

  Date:05/29/2024

  Type:Product 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.

  In 2023 I purchased a 2009 Nissan rogue. I paid 1200 cash down. the very next day the transmission began to only allow the vehicle to go 35mph. I called and ask them to come get it with a tow truck and take it back to their lot for their shop to look at it as it's too dangerous to drive it so slow. They kept wanting me to put insurance on the car, and I told them I wasn't paying 500 which is non refundable to insure the car until it was running and drive able . 4 days later they came and got the car, I thought to repair it but they said they repossessed it for no insurance and kept my down payment all before the first payment was even due. When I call they say the have no record of the sale. why did I not receive my down payment back that being said?

  Business Response

  Date: 06/03/2024

  June 3, 2024
  
  
  
  RE:      Case ID Number: ********
              ******* ****
  
  Dear *** *******
  
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on a daily basis strives for customer satisfaction.  On June 9, 2023, *** **** (customer) entered into a contract where insurance was required for a 2010 Nissan Rogue, VIN #: ***************** from BAM, and the customer signed an agreement to provide Insurance on the vehicle to protect BAM’s interest in the vehicle. The customer failed to provide the insurance to BAM.  BAM agrees to refund the customer the full down payment of $1,200.00 as a courtesy to the customer. Check # ***** was made payable to *** ******* **** and mailed to the address listed on case on this 3rd day of June 2024.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********
  
  
                                                                                      Sincerely,

  
                                                                                      ****** ****** *********
                                                                                      Broadway Auto Mall
                                                                                      1651 North Broadway
                                                                                      Lexington, Kentucky 40505
                                                                                      ***** ********
  
  c* *****

  Customer Answer

  Date: 06/03/2024

  
  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,
  
  ******* **** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:10/30/2023

  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.

  Yes i’ve a purchased an 2005 Honda civic in 2021 they told me it was 8000 dollars , i already paid them around 4000 dollars but kelly blue book it’s only worth 2000. it took me 4 years to receive my title which i received this month of 2023 which is october. i called the north broadway automall to see if my title was clear they said yes. and i’ve stopped at the place they said they have a lein on it . then tell me to bring my car back if i don’t want it they’ll take my name out of my name so i want have to pay taxes next year which i’ve already paid taxes on it october 2023, they are scams and very rude and disrespectful!!!!

  Business Response

  Date: 11/01/2023

  October 30, 2023
  
  RE:      Case ID Number: ********
              ****** ******
  Dear *** *******
  Thank you for bringing the referenced matter to our attention. The customer purchased a 2005 Honda Civic on 02/19/2022 for the amount of $7,709.54. The customer placed a $1,000.00 down payment leaving the balance at $6,709.54 as the amount financed. If not paid out early, the interest on the contract was $888.51 (Totaling $7598.05 including interest). To date, the customer has only paid $2,475.00 towards the vehicle and has not paid since October of 2022. The lien is still active because the customer owes a balance of $5,123.05, and the customer still has possession of the vehicle.
  
  The vehicle was transferred to the customer on 03/18/2022. The title gets mailed from Frankfort directly to the customer. Broadway Auto Mall is not responsible for titles being lost in the mail or customers losing their titles, but we would have helped the customer apply for another title if the title was lost and we were aware that she had not received it. If the customer returns the vehicle to Broadway Auto Mall in good working condition, Broadway Auto Mall will release the customer from her contractual obligation.  
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********

                                                                                      Sincerely,
                                                                                      ****** ****** *********
                                                                                      Broadway Auto Mall
                                                                                      1651 North Broadway
                                                                                      Lexington, Kentucky 40505
                                                                                      ***** ********
  c: B5902

• Initial Complaint

  Date:06/15/2023

  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.

  I bought a car from them, took it in for repairs a few months later was told they would diagnose my car and call me BEFORE they did anything or ordered any parts. THEY HAVE HAD MY CAR FOR A MONTH AND A HALF, I have received NOT ONE phone call from them in regards to what is going on. Three weeks after they had it I had to go there (after several attempts to call and talk to someone with ZERO luck and NOBODY EVER returned my call. Once I got there they said they sent my car to a different shop (without my permission) and they would let me know what the diagnosis is. Three weeks go by and STILL NOT ONE CALL. After calling MULTIPLE times and unable to get anyone to tell me what was going on (everyone had a different story or simply didn't know)they were told we were coming there to get answers since we can't get one over the phone and that we were extremely PISSED! When we arrived they were there waiting and had called the police and made FALSE accusations that we threatened them. Joe kept cutting me off and would not let me finish a single sentence and all he kept saying was I'm sorry but you should know I'm not trying to screw you over, on top of that they ordered parts without giving me a quote or even telling me what was wrong with my car Not only are they horrible at communicating they are BOLD FACE LIARS!

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  *** ***** ******* ******* ********** ********** ****** ******** ****** * ********* ********** ***** ********* **** ****
  *********** ******** *****
  RE:      Case ID Number: ********
              ******* *******
  
  **** *** *******
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on daily basis, strives for customer satisfaction.  On August 22, 2022, *** ******* (customer) purchased a 2008 Lexus LS460, VIN #: ****************** from BAM.  The customer purchased the vehicle in As-Is condition.  No warranty was expressed nor implied (customer to refer to the Warranty Disclaimer).  Please note that the vehicle has been sent to the Lexus dealership here in Lexington for further diagnostics and repair.  According to the dealership, the PCM requires replacing and programming.  Lexus dealership is currently awaiting the receipt of the part to install and program.  Furthermore, the customer is aware of this and an agreement has been made with BAM that the customer would only be responsible for a partial repair payment.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at (**** *********
  
  
                                                                                      Sincerely,
  
  
  
  
                                                                                      ****** ****** *********
                                                                                      Broadway Auto Mall
                                                                                      **** ***** ********
                                                                                      Lexington, Kentucky 40505
                                                                                      ***** ********
  
  c: B6196

  Customer Answer

  Date: 06/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  My vehicle was dropped of at Broadway Auto mall on may 8th for a diagnostic, I was told I would receive a phone call once they found the issue before they did anything else. They sent my car to the Lexus dealership without calling me or asking if it was okay. After 2 I received zero calls pertaining to my vehicle, called multiple times and left messages because I could NEVER reach anyone. Still NO CALL. I went up there and was told the car was at Lexus since the 10th and they were waiting on them to see what was wrong. 2 more weeks go by and still NO CALL about what was going on with my car. I personally called Lexus and they told me they didnt her the car until the 17th, Broadway Automall said it was there on the 10th, so where was my car for 7 days. After 2 more weeks of zero communication I went back up to Broadway Automall and was told they found out the ECM was bad and a new one was on backorder so they would purchase a refurbished one for $300, it should be in the following week and my car should be done the week after. Waited 2 weeks still zero communication, so when I called and still couldn't get anyone to talk to me I told them to tell Joe I was coming to get answers and I was pissed. I arrived and was greeted by the police who said they told them I threatened them which was untrue. They claim they ordered the new part and I would be contacted once they get it, that was a week and a half ago. Their way of doing business is extremely unprofessional and they do as they please. No one EVER called me not one time. I've been having to figure out how to get to work with no communication from them at all for me to know for how long. I'm extremely dissatisfied with their customer service and I want my car back 

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

  Business Response

  Date: 06/23/2023

  June 23, 2023
  
  *** ***** ******* ******* ********** ********** ****** ******** ****** * ********* ********** ***** ********* **** **** *********** ******** *****
  
  RE:      Case ID Number: ********
              ******* *******
  
  **** *** *******
  Thank you for bringing the referenced matter to our attention. The customer came to the dealership on June 14, 2023, and the situation was explained to her. The used computer that was ordered was delivered and it was the wrong part. BAM ordered a factory computer from the Lexus dealership and agreed to pay the majority of the bill and only charge the customer $753.13. Please see the attached estimate signed by the customer. The customer was told once we had an update from the Lexus dealership she would be contacted. As of 06/22/23 the computer still has not arrived. I spoke with the customer on 06/23/23 and let her know that the computer was supposed to be delivered to the Lexus dealership later this afternoon. Once the part arrives, it still has to be installed and programmed. The customer asked BAM to proceed with having the Lexus dealer complete the repair.  Once the repair is complete BAM will notify the customer to pick up the vehicle.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at (859) 253-3700.
  
  
                                                                                      Sincerely,
  
                                                                                      ****** ****** *********                                                                                     ******** **** ****                                                                                     **** ***** ********                                                                                     ********** ******** *****                                                                                     ***** ******** ** *****

  Customer Answer

  Date: 06/26/2023

  
  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,
  
  ******* *******

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the 2-26-22 and they lied told me it wasn't in any accident when it was in 2, then the transmission went out a few months after I bought it and they put a new one in it without my consent or me signing anything they talked to my son n law about it, which they shouldn't be able to do without my consent, they repoed it 3-2023 which cost me 1100 to get back then I paid 300 on 3-6-23 and another 350 on 3-24-23 and they repoed it again 4-17-23 and the payment was due on the 12 and trying to charge me 1750 to get it back, I signed contract to pay 275 a month but they are trying to charge me 350 a month and I don't understand

  Business Response

  Date: 05/24/2023

  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on daily basis, strives for customer satisfaction.  On February 26, 2022, Ms. ******* (customer) purchased a 2011 Hyundai Sonata, VIN #: *****************, from BAM.  The customer purchased the vehicle in As-Is condition.  No warranty was expressed nor implied (customer to refer to the Warranty Disclaimer).  Please note that customer concerns were also brought to BAM’s attention after the complaint was placed with your organization.  BAM and the customer were able to work out the issues and the loan has been refinanced to customer’s liking.
  
  Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** ********.
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  Yesterday these people repo the car which is fine because of non payment. But what I don't like is the amount these people wanted me to pay just to get my car back. Repo fee to my understanding is 200. My past due balance was 667 and some change. Well they wanted me to pay 1000 dollars. Saying they could keep my vehicle because this is the third time. First off they wanted to charge me a repair fee for 1000 dollars and the car is not even fixed. The problem is not fixed at all. The car still has an oil leak and they claimed to have fixed it. The transmission still slips and they claimed to have fixed that as well. This car is a 2006 Chevy Impala and they are charging me 10,000 dollars...I feel they are completely rip offs and has no remorse for anyone. The repo man is rude as heck they treat people like criminals. Many of my things has came up missing including a fuel pump from the trunk of my car also my brand new jeans I had recently bought. I asked did they have cameras and they do but they don't work. And that a lot of homeless people be around there sleeping in there cars. And one of them could have possibly broke in it. How when the door should of been locked. Then I guess he broke in the trunk but how? I feel as if they were lying to me. There quick to take your money but once you do any business they con you.

  Business Response

  Date: 03/08/2023

   

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

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

   

  RE:      Case ID Number: 19507002

              ********* Repairs

   

  Dear *** *******  

  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM), on daily basis, strives for customer satisfaction.  On August 26, 2022, Ms. ********* (customer) purchased a 2006 Chevy Impala, VIN #: ****************** from BAM.  The customer purchased the vehicle in As-Is condition.  No warranty was expressed nor implied (customer to refer to the Warranty Disclaimer).  On or about November 11, 2022, customer complained of issues with the vehicle.  Repairs were performed and customer account was charged.  Other subsequent repairs were made as well to the vehicle by BAM and customer account was charged, with the understanding that the customer shall pay timely payments toward the vehicle repairs.  The vehicle was repossessed by BAM, due to customer delinquency, and later retrieved by customer for a partial payment. Please note that customer had never complained about the previous work that was performed by BAM.

   

  For good faith measure, BAM shall perform necessary repairs for all pervious work performed to the vehicle even if the warranty on the work has expired. The customer to contact me specifically, for scheduling such appointment. Should you or the customer require additional information and/or clarification, please do not hesitate to contact me at ***** *********

                                                 

   

                                                                                      Sincerely,

   

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

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

                                                                                      (**** ********

   

  ** *****

   

   

  Customer Answer

  Date: 03/08/2023

  
  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:08/15/2022

  Type:Billing 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'm filing a complaint against Broadway Auto Mall I have been a customer there for almost 12 months my vehicle should be paid off I have all my receipts with what I have added up toward the principal amount I should only owe $82.87 on my vehicle she is saying that I owe almost $900 still and this is incorrect she said once I pay the vehicle off that I could have my title and still have my account open for the services that was done on the vehicle I tried to get a hold of the manager with no luck the gentleman I talk to today hung up on me three times he said that he had other customers and was very busy but the way I look at it I'm a paying customer I've paid all my bills on time if I have an issue you should tend to it as you would someone that was in store in person I live 120 miles from the store so I just can't pop in whenever I want to I have several issues with this business I have told them about the vehicle catching on fire the CD player the electronics no longer working the service department never got back with me on that I left him several messages they said that if I wasn't happy with the **** that they could come and pick it up after I done paid all that I've paid on it and only owe an 82 87 on it why would I want them to come and pick it up can you please get back with me as soon as you can so that this matter can be taken care of because I think that if they're going to do me like this they're probably doing several people like this there was a gentleman in there the day that I got the **** he was going on about how they were trying to f him around I work very hard for my money I work outside in the heat and I just want what's fair thank you I spoke with **** and he advised me to file the complaint

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  Mr. **** ****, Dispute Resolution Specialist
  Better Business Bureau – Complaint Department
  1390 Olivia Lane, Suite 100
  Lexington, Kentucky 40511
  
  RE:      Case ID Number: ********
              **** *******
  
  Dear Mr. ****:
  
  Thank you for bringing the referenced matter to our attention, as Broadway Auto Mall (BAM) on daily basis, strives for customer satisfaction.  On September 7, 2021, Mr. **** ******* (customer) purchased a 2004 **** *******, VIN # *****************, from BAM.  The customer purchased the vehicle by financing inhouse through BAM and entered into a contractual agreement to make monthly payments of $300. On November 13, 2021, the customer authorized a repair for the vehicle. BAM paid for all labor, and Mr. ******* was only charged for parts for the repair totaling $1,902.63.
  
  As per repair invoice number ****, the customer was to pay additional payments in addition to the installment payments to BAM toward the repair bill.  The customer was made aware that he shall not be able to obtain a lien release for the vehicle until all repair dues and instalment payments are paid in full. Furthermore, additional repairs to the vehicle were made on April 5, 2022, with an unpaid balance of $294.04. Please note that the customer has still an outstanding principal balance of $772.79 on the original instalment contract.
  
  The customer has only paid a total of $25.00 toward the referenced repairs on November 17, 2021, and has failed to make any additional payments towards repairs since, leaving the repair balance of $2,171.67.
  
  If you and/or the customer require additional information and/or clarification, the customer and/or you may contact me at ***** ********.
  
                                                                                      Sincerely,
  
  
  
                                                                                      ****** *****, *********
                                                                                      Broadway Auto Mall
                                                                                      1651 North Broadway
                                                                                      Lexington, Kentucky 40505
                                                                                      (859) 253-3700
  
  c: *****

  Customer Answer

  Date: 09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

  I read over the email from Broadway Auto Mall and a lot of the stuff that they put in there was not accurate and miss leading.

  Like them saying that the labor was not charged to us  I have every receipt where they did repairs on the vehicle we even was charged twice for labor on something that they were supposed to fix one time. we got the warranty on the part that they put on there but they charged him again for the labor. 

  I have all the receipts from 9.7.21 until last months payment. there is no outstanding **** on the vehicle besides the service **** and they told my husband that he can pay what he wants to pay as long as he was paying something. My husband recieves disability. I have recorded a conversation between myself and an employee of Broadway Auto Mall where he hangs up on me and refuses to talk to me for some odd reason when I was clearly making a valid point... 

  I made a call to BAM on the 1st to talk to someone they left me on hold for a long time and then hung up on me. 

  They are saying we owe them 772.00 but on the  receipts that I have you can clearly see that the $700 we got dollars that we gave them on the 7th was never applied to anything! I have all the paperwork to show that. And also there's nothing in writing or the contract stating the service **** has to be paid before we recieve the title. 

   I called and spoke with ******** at BAM because we was wanting to trade the vehicle in after we paid the $72 that we thought we owed to get a new vehicle because all the supposed work that they had done on the vehicle the vehicle was still causing us so much problems. And she said that they could do that and add the service **** onto the new account.

  I will be sending you a copy of all the documents I'm talking about in this email and I will send you our receipts from Broadway Auto Mall.

  We had been paying an extra 10 to $20 each month and they're not taking that off to put toward the repairs the guy on the phone said that they had been and I told him that they hadn't been and now in the email that they sent to you they said they hadn't been but that's when he hung up on me is when he said that they had been taking money out for the repair since November and I know they hadn't been because I got my account summary. 

  Thank you for your time and this matter and I will be sending the contract along with the receipt so that you can see for yourself
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/07/2022

  September 7, 2022
  Mr. **** ****, Dispute Resolution Specialist
  Better Business Bureau – Complaint Department
  1390 Olivia Lane, Suite 100
  Lexington, Kentucky 40511
  RE: Second Response
  Case ID Number: ********
  **** *******
  Dear Mr. ****:
  Thank you for your continued effort to resolve the referenced dispute. As I mentioned in my
  correspondence dated August 23, 2022, Mr. **** ******* (customer) purchased a 2004 ****
  *******, VIN # ***************** from Broadway Auto Mall (BAM) on September 7,
  2021, for a total price $4,529.54. The customer financed a total amount of $3,679.54 by placing
  a total down payment of $850 (paid $700 on 9/7/21 and $150 was deferred). The customer
  entered in to an instalment contract agreement for financing the balance at an APR of 14.9%.
  Total payments including the interest, down payment and principal payment received to date
  from the customer is: $4,080.00, leaving a balance of $772.79 on principal.
  As for the repair, a total amount of $2,196.67 has been billed to the account, with only a $25.00
  payment received from the customer on November 17, 2021, leaving the repair balance of
  $2,171.67. Again, the customer is fully aware that he shall not be able to obtain a lien release for
  the vehicle until all repair dues and instalment payments are paid in full.
  If you and/or the customer require additional information and/or clarification, the customer
  and/or you may contact me at ***** ********.
  Sincerely,
  ****** ****** *********
  Broadway Auto Mall
  1651 North Broadway
  Lexington, Kentucky 40505
  ***** ********
  c: *****