Complaints
This profile includes complaints for Jaffarian Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 4 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/20/2025
Type: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.
1. Purchased used ***** on March 30, 2025 2. Noticed suspension issues during test drive but was assured by salesperson ****** there were no problems 3. Sales Manager *** **** told fabricated story about why they couldn't deliver the car (claimed recent accident with delivery driver)4. Story was later confirmed false by dealership's own delivery manager 5. Had vehicle inspected by trusted mechanic who discovered: - Transmission error codes - Faulty seat module - Starting hesitation - Problems with sway link 6. Contacted dealer on April 4 and spoke with *** ****, who claimed my "mechanic is a liar" and "just trying to milk you"7. Attempted multiple calls to Service Manager *** on Monday, April 7, with no response 8. Finally reached *** on April 8, who insisted I bring the car in 9. Drove one hour each way and waited two hours while they inspected the vehicle on Tuesday, April 8 10. Dealership acknowledged only the seat module issue needed repair 11. Sales Director ***** agreed to pay for repairs at my local ***** dealer (as I live an hour away)12. Service Manager *** said he needed quotes before authorizing payment and promised to call back 13. Call was never received, multiple follow-ups unanswered 14. Dealership is only honoring 30-day warranty on transmission despite error codes already present
Business Response
Date: 04/21/2025
Really sorry to hear of customer dissatisfaction with my dealership. I am personally involved in reviewing details on my end and someone from Jaffarian will be reaching out to customer to resolve all issues and concerns. What i read in customers complaint is far from what ******************** is all about we take great pride in our outstanding quality of vehicles and our level of customer **********************.Customer Answer
Date: 04/23/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
It has been 3 days since I received ****** reply. No one has contacted me. The problem is not solved. At this point it may be best to just return the car. I cannot think of any other resolution if the dealership is unwilling to hold their end of the bargain. I understand margins unused cars are very low. But he also expect my wife's vehicle to be safe and drivable. In my experience, this has not been the case.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Rodan
Business Response
Date: 04/23/2025
There appears to be a substantial communication issue. Customer filed on April 20, 2025, EASTER SUNDAY and like the majority of retail business we were closed. I responded on Monday April 21 stating that I or someone from my company would get back to customer which we have done as promised. We have agreed with customer that he will be taking vehicle to local ***** dealer who will provide us with a quote to repair memory seat and once we approve repairs will be made with no cost to customer.
It Has Not been 5 days since I responded, Today is the 23rd of April the initial communication received Monday April 23rd and promptly responded to by me. As of this communication issue is Resolved.
Complaint received Monday Am and then resolved Wednesday Am, I say that is pretty good.
Initial Complaint
Date:09/26/2024
Type: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 a used 2015 ***** V60 from Jaffarian ***** in January 2021. I have had it serviced with them every 10k miles to have all the recommended maintenance on the vehicle. Multiple times I have expressed concern about the excessive amount of oil the car uses. In the most recent service (July 2024) I expressed concern that when I accelerate, black smoke would come out of the exhaust. I was told when I picked the car up that everything was ok. 9/16/2024 my check engine light came on and the car felt very unstable. I drove it home and didnt drive it again until I dropped it off to Jaffarian 9/18 for an appointment I made 9/19 for this issue. I got a text on Friday 9/20 saying there was a severe problem with the engine and the cheapest option is $9000 to resurface the engine or I could buy a whole new engine for $18000. I know this happens to cars but I am highly upset with this business because I bought this car from them, faithfully brought it in for all the recommended maintenance, and brought my concerns about the engine (consumption of oil and black smoke) to their attention numerous times and was always told the car was fine. In addition, after I got the news, a quick internet search brought me to the fact that this engine's problem is a known issue to ***** as evidenced by the fact there was a class action that was dismissed years ago. This business boasts that their technicians are ***** Certified yet this model has a known engine problem and the customer was bringing concerns to them that would fit the ticket that there was something wrong with the engine. On top of all of this, I spoke with the service manager *** on 9/20 expressing my disappointment as a loyal customer. I was told to give him a few days to see if there was anything he could do but he couldnt promise anything. I heard nothing from this company and called 9/25 at 11:30 to speak with ***. I was told he was busy and he would call me back. I have heard nothing as of today 9/26.Business Response
Date: 09/26/2024
Ms. *******; I am in receipt of your BBB case and am very sorry for what is going on with your ***** and that you have not received a call back from **** Allow me a day or 2 and i or someone from Jaffarian ***** will reach out to you.
Respectfully
**** Jaffarian
Customer Answer
Date: 10/06/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am rejecting the offer to resurface the engine for $6500. I brought my concerns about the engine (increased oil consumption and black smoke) to the service department multiple times. What else is a customer to do? The certified volvo technicians should have diagnosed the problem. Since I bought the car from Jaffarian, faithfully had it serviced by Jaffarian, and expressed concerns about the car to the service team, I do not believe resurfacing the engine for $6500 is a fair option. I am hoping that we can come to a better solution to solve this dispute.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Meg
Business Response
Date: 10/18/2024
We are very sorry that Ms. ******* is not satisfied with price quoted. The amount of money to complete the repairs has been Heavily Discounted. Additionally, we attempted to get financial assistance from *****, but they denied. Maybe the best option is to trade this vehicle in for a newer *****. If you would like to explore this option, please contact ******** ****** at ********************************** or call him ************ we will work with you to find the right ***** for you.
Respectfully
Jaffarian ***** Cars
Initial Complaint
Date:08/22/2024
Type: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.
- 03/26/2022 - ****** - *************** baja - Que el dealer me vendio productos y garantia los cuales nunca me funcionaron.- Nunca me han ayudado, siempre son excusas y excusas.- El dealer tiene un caso con la gobernadora de *************, pero a pesar de eso me tienen a un nivel de medicamentos a causa del estress.Business Response
Date: 08/23/2024
unable to respond as complaint is not in English , if you want a response please send in English.Customer Answer
Date: 08/26/2024
My complaint is because they sold me a warranty and added products to my purchase that I did not agree with and that never worked. At the same time, ****** which is where I get the vehicle serviced, and some mechanics have informed me that they sold me the vehicle with a problem and that is why I have many expenses to the point that I am taking medicine for depression and I even sent my son to stay with my parents because he was sad for me. I need solution for that situation.
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Business Response
Date: 09/11/2024
Please ask customer to contact General Manager at ******************** his name is *********************, tel ************.
thanks
Customer Answer
Date: 09/18/2024
Hello, I call to *********************, I live a message to call me back, and I hope Jaffarian have a spanish person to talk with me, because when they sold me the person talk with me in spanish and the few times I was in the store trying to resolve the problem was spanish person too.
******************* ************ they can contact to me as well
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*******************Business Response
Date: 10/22/2024
Spanish speaking manager reached out and left messages, unable to contact. left # for customer to call *** Spanish speaking manager
Customer Answer
Date: 10/23/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
yo devolvi la llamada el *****-24 y *****-24 y he dejado mensajes, que estoy disponible de lunes a viernes de 8-10 am y despues de las 2pm, ya que trabajo en horario de 10am - 2pm.
I call ***** and ***** and I eft a message that Im working Monday to Friday 10am - 2pm, after that time you can call me anytime, Saturday and Sunday all day Im available.
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,Leina
Initial Complaint
Date:05/16/2024
Type: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 June 14, 2023 my wife and I saw a new ****** Sienna minivan advertised on Jaffarians web site. We called the dealer to see if they still had it in stock. We were connected to a sales person who said it was a very popular model and that he still had it but in order to make sure it was still there we should provide a credit card and provide a refundable $500 deposit to hold the vehicle until we could drive down from ************* to look at it. We drove down the next day and decided that we didnt like the color so told the sales person we were not interrested in purchasing the vehicle. The sales person said he would credit our credit card for the refundable deposit and thanked us for coming down. It was only when I was preparing our taxes in April that I noticed that we were never credited back the $500 deposit. I called the dealership and was connected to accounting, The person I spoke to said they would research it and call me right back. I never got a call back. I called again the next day and again was told someone would get back to me that day, no call back. Then on May 8th I finally got a VM from ********************* stating he was the ****** Sales manager and he would be happy to refund the money I just need to call him back with my credit card details so he could issue the credit. I called him back immeditely and got his voice mail. I have called every day and still no return call at least 6 voicemeails have been left for *********************. I spoke to accounting again and they told me they could help me, that ***** was the one that had to give the OK for the refund. I spoke to another sales manager who gave me ****** email and so I sent him emails which he has not replied too. At this point I have lost any confidence that Jaffarian will do the right thing and return my money.Business Response
Date: 05/20/2024
Received 05/20/2024 will research and respond within 48 hours
**** Jaffarian
Business Response
Date: 05/29/2024
$500.00 was refunded to customers credit cardInitial Complaint
Date:06/30/2023
Type: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.
Gave a deposit on a vehicle purchase. We changed our mind on the vehicle and Jaffarian is refusing to issue a refund for the deposit. We never even signed a purchase and sale. The deposit was to hold it until my husband could come see it but he is unable to be in mass due to job responsibilities.Business Response
Date: 07/03/2023
will resolve today and issue creditInitial Complaint
Date:06/19/2022
Type: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.
3 years after buying car here and promised a dozen times that Id be removed from junk mail lists Still regularly getting their junk mailBusiness Response
Date: 06/22/2022
this is the third time receiving this , not sure why. should be all set. please provide specifics if this is a new issue. thanksCustomer Answer
Date: 06/22/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,****
Initial Complaint
Date:05/08/2022
Type: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 car here over three years ago. It is over an hour from my house but at the time they were the only dealer to have the exact preowned vehicle that we wanted at that time. The problem is that ever since then , we have continued to regularly receive unsolicited junk mail with service offers. I have emailed, called, and mailed them REPEATEDLY, and still the junk mail persists.It is obvious to me that they simply could care less about customer ********************** if they cant even remove me from mail lists. (should be TWO pictures attached below)Business Response
Date: 05/09/2022
************** ; I am sorry for the inconveninec caused. I have forwarded all to our marketing team to determine and asked them to Shut Off all mailers to you. Again my apoligies.
Respectfully
**** Jaffarian
Customer Answer
Date: 05/13/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQI dont think you are taking this seriously because if you were , why would you be sending me emails now ?? (See attached )
Regards,****
****
Business Response
Date: 05/17/2022
Really Sorry for the inconvenience , I will follow up again.
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