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:01/07/2025

  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.

  In October 2023, I sold my vehicle . As part of this transaction, I was guaranteed a refund for the unused portion of my warranty. What followed was a 14-month ordeal of systematic negligence and poor business practices by Sonic Automotive, resulted in significant time waste and financial loss.Timeline:October 2023: Vehicle sold, guaranteed warranty refund, affidavit signed and submitted Oct 23 - Dec 23 - Multiple submission attempts made through the selling dealership Jan 2025: After 14 months, Sonic Automotive finally responded, claiming I am owed nothing Key Issues:Lack of Communication Sonic Automotive has never contacted me directly, only recently began communicating with the selling dealership No explanation provided for the 14-month delay in processing Administrative Negligence Multiple claim submissions required with no explanation No tracking or status updates No acknowledgment of receipt of submissions Time/Resource Impact Over 100 hours of my time spent on claim submission, follow-up calls, and emails Multiple rounds of paperwork submission Deceptive Practices Initial guarantee of warranty refund at time of sale Current claim of zero refund owed without explanation Pattern of deliberate delays and non-responsiveness Desired Resolution:Full explanation of how Sonic Automotive arrived at their determination of zero refund Compensation for:The original warranty refund amount Time spent (100+ hours) pursuing this claim Administrative costs associated with multiple submission attempts Sonic Automotive demonstrated a pattern of deceptive business practices and administrative negligence that extends well beyond a simple clerical error. Their handling of this situation has caused undue hardship and represents a significant deviation from acceptable business practices.I am seeking appropriate compensation for both the original warranty refund and the extraordinary amount of time and resources I have been forced to expend due to their negligence.

  Business Response

  Date: 01/14/2025

  Land Rover Roaring Fork would like to apologize for the lack of clear communication and follow up with Mr. ********* warranty cancelation.  We did submit the cancelation requested; however, we did not follow up with the processing of it.  After too long, we discovered that some claims have been made and there was no refund due back to the customer, and we never informed them of this and let it drag out way too long.  I have reached out to Mr. ********* to offer my apologies and take full responsibility in the matter for my store.  Sonic was not at fault for this as there was no refund due to customer.

  As a show of goodwill, we are offering to pay the estimated refund amount of $1630.00 Mr. ********* requested and will have it sent promptly as soon as I can verify mailing address.

  ***** ******

  General Manager

  Land Rover Roaring Fork

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

  Customer Answer

  Date: 01/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:12/31/2024

  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.

  My husband went in on 12/21 to test Drive a 2024 Sequoia and met with *** *******. Before we left on 12/21 we asked *** for the extended warranty options which to date we have never received. We had also talked to ****** ******, the manager who set up our appointment. We followed up Monday 12/23 stating we wanted to bring or trade in down either 12/24 or 12/26. We received no follow up from ***. On 12/24 we wrote to both *** and ****** who at the end of 12/24. *** stated they "were short staffed and would follow up with me on 12/26." 12/26 came around then 12/27 and finally on 12/28 I messaged following up again to try and buy this Sequoia on the lot. Since the lack of attentiveness and follow up I asked them to make us a better deal. Again the conversation was lacking and had very little follow up. We would have bought the car Tuesday or Thursday if anyone had followed up with us without negotiations. Finally Monday 12/30 comes around and I am so frustrated with the 2 salesmen who could not bother to do their jobs, I contact ***** ****** the manager of the dealership. I sent her screenshots of the conversations and told her how frustrated we were that we had been trying to buy this car for over a week. She was at least attentive on 12/30 and apologized. I asked her for the extended warranty options on the Sequoia as *** never sent them and to have someone from the dealership reach out to us on 12/31 re: financing as we were pretty ready to proceed and wanted to know if they could beat our credit unions rates. No one ever reached out on 12/31. On 12/31 at 12:30 I emailed *****. No response. At 2:46 I texted ***** to find out the status. She informed me they were selling the car to someone else.

  Business Response

  Date: 01/14/2025

  Portions of our online/text communication with Ms. ******* are shown below.  We would that we did not actively follow-up with Ms. ************** It did appear from the attached conversation that we likely interpreted the price offer from Ms. ******* as us not making a deal and when the text came in, we missed the additional response.  As for price concessions she requestedwe did not agree to them at the time they were offered by her.  At any one time, we may have several clients looking at the same vehicle.  This vehicle was well priced,and another client chose to purchase the vehicle at the same time she was also making decisions regarding the vehicle.   As her claim states, she was pretty ready to buy.  At no time was **** **************** holding the vehicle for sales to Ms. **************  In the interest of Ms. ******** complaint, we would like to offer a $1000 goodwill for her time spent shopping as a onetime offer.  We want to be clear that she has been heard and apologize that we did not get her the car or the service that **** as looking for.  Our **** Brand VP ***** ****** has also emailed and called at her request to hear from our corporate office.
  
  

  
  

• Initial Complaint

  Date:10/29/2024

  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.

  I've contacted the Sonic Brand *************** located in ***** ********************* **********************************************. I spoke to the General Manager **** and Sales Manager Kord. I've had previous issues with damage to my Harley ******** motorcycles during transport in which they promptly corrected. I've recently had my 2022 Street Glide Special auto system repaired under warranty. The dealership picked up my motorcycle from my home and when returned it had damage to the left side crash bars (transport straps caused damage to bars and clutch i.e. chips/scratches. I've contacted the dealership and their not willing to replace the parts they damage. I've paid over ******* in parts and service for these items.

  Business Response

  Date: 11/15/2024

  This situation has been resolved.  We have ordered all new parts for the customer, and they will be shipped directly to his home when they arrive.

• Initial Complaint

  Date:08/12/2024

  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.

  Hello, I am writing this not because I want to but I am left with no options. Town and country **** on ********************************************************************************. Has chosen to ignore all the info I provided from West Lake financial services. They put in their own application instead affecting my credit by doing a hard inquiry despite me telling them to only finance me with west lake financial. ****** is the name of the finance officer or finance manager don't know really. My sales *** is ***** he is really good but he can't force garret to do anything.I have provided all the information. That garret required (not ********* because I have had many conversations with west lake they are still to this moment waiting on paystubs and others to be sent) . This is unacceptable to be bared from making a purchase because of this a person's scummy tactics to try to finance through another company for a better commission. And to damage my credit because of this. This is the 6 credit inquiry to my credit profile which has now dropped my credit score because of this. I asked for town and country to cancel my application and submit a new one after it has cleared the system. I am deeply saddened given that I used to work for sonic automotive 10 years ago and our customer service was amazing and we did the best to help our customers. Now knowing that a unethical employee (garret not *****) is causing me to make a bad review of your establishment. If you haven't noticed yet I have fallen in love with the vehicle despite the fact that this situation has caused me much disillusionment. Your attention to this matter would be very much appreciated. P.S my name is ********************************* Best Regards,

  Business Response

  Date: 08/20/2024

  We sent the credit to ********* for approval, and they turned it down, also claiming that the pay stubs to be fraudulent. Therefore, we reached out to a few other banks seeking approval and they too turned him down. His credit score was 495 when we pulled it, so we did not cause his credit to be bad.

   

• Initial Complaint

  Date:07/24/2024

  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.

  June 13th 2024 I put a $500 deposit on a Benz GLC 300 coupe 2018 with ***** miles on it. I felt I was in good hands because this was a Porsche Dealership and not some small unknown dealership. I live in ***********, ** and was buying the car from *******, ** right down the road. Jun 14 I wired over the remaining $9500 for the down payment. There was issues getting all the pictures and videos I wanted. I was told this car was in pristine condition, not a scratch on the car, clean as can be in the inside/out, navigation, sunroof, and all Maintenace was up to date and the vehicle passed all their inspections. I got the car on June 19th and was not happy it was dirty inside and out, there were scratches that were touched up with the wrong color blue, blue paint on the door handle, ****** my sales guy called me and swore they would make it right and fix everything just later to refuse. The next day June 20th we got hit with a storm, there was water all in the car seats, visor, sunroof, steering wheel, floors were soaked. Car was dropped off at the Mercedes Dealership on Jun 21. I did not get a loaner, they took forever to pay had to pay myself just to get my car back and then them reimburse me over $2k. Then I took the car through the car wash and it was still leaking, then found out on passenger side it blows hot air, passenger door lock didn't work, sunglass holder was broke, scheduled maintenance had not been done, they ran my credit 9 times when I was already pre approved through ***** for up to $60k. They forged the date on the credit application. I never gave them permission to run my credit. The car has been returned to them and they decided to send my 10k check out snail mail with no tracking and I still have not received it. They refused to take the inquries off my credit report and to unwind this transaction it will take 30 days or so. I am without a car in a rental, and I can't buy a car until this is unwind and off my credit report.

  Business Response

  Date: 08/06/2024

  Our team at ******************** and the customer have been in communication and reached an agreement to unwind the purchase. The vehicle was returned to the dealership and the customer received a reimbursement on the down payment provided for the vehicle. 

  Customer Answer

  Date: 08/08/2024

   
  I am rejecting this response because: I am writing to express my profound dissatisfaction with your company's handling of my situation. Your recent response was utterly inadequate and failed to address any of my complaints or requests.
  This experience has caused me significant financial distress and damage to my credit. Additionally, I have suffered immense emotional and mental stress due to being sold a lemon. I demand the following actions be taken immediately:
  Remove all credit inquiries related to this issue from my credit report.
  Compensate me for the financial burden I endured, including the cost of lending you money, rental car fees, and wasted time.
  Address the emotional and mental stress, lost work time, and aggravation caused by your company's actions.
  Why you snail mailed a $10,000 check that was promised but never received. (then sent electronic funds transfer)
  Acknowledge the injustice of selling me a defective vehicle.
  As a 100% disabled veteran who has served this country for 23 years, I find your treatment appalling. I did not go through all this trouble to receive a generic response that fails to address my issues. Your response was an insult and a waste of my time.
  I have sent numerous emails, texts, and videos documenting my grievances. I suggest you take the time to review them thoroughly before sending another inadequate reply.
  I expect a prompt and satisfactory resolution to these matters.
  
  

  Business Response

  Date: 08/26/2024

  Summary of next steps (discussed by Porsche **** Houston and consumer *****************************): The General Manager of the dealership and the consumer spoke and have agreed to the following: The dealership will provide a letter on company/dealership letterhead reflecting the transaction was canceled, the consumer did not keep the vehicle, and there is no open loan on the vehicle. The letter will be sent to Equifax, Transunion, and Experian credit bureaus.

   

  Thank you,

  ***********************;

  Vice President 

  Communications, Culture & Strategic Initiatives  

  Customer Answer

  Date: 08/26/2024

   
  I am rejecting this response because: I do not have a copy of the letter nor did they address all my request.
  
  

  Customer Answer

  Date: 09/10/2024

   
  I am rejecting this response because:
  
  

  This so called letter is a joke. My name is not ******* nor is this my right purchase date and. Yet you all closed my complaint.

  My name is ********************************* DOB 9-19-79, Date of inquiries 13 Jun 2024

  Letter needs to state the inquiries were done in error. The letter has to have my name and DOB on it per the credit bureaus.
  

  Business Response

  Date: 09/19/2024

  A revised letter was mailed to ****************** on 9/18/24.  

• Initial Complaint

  Date:06/19/2024

  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.

  We took a 2021 *** 740i in to have the computer updated. After the update the entire computer went out. As suggested by them we asked *** NA for a good will on the computer because it was only ***** miles out of manufactures warranty. We didnt hear anything for a month (all while continuing to pay for the car) and calling everyday then finally got a call from the manager *************************** who was absolutely rude and condescending to us because we didnt buy the car from a *** dealer. I cannot believe Sonic has someone as unprofessional and rude working for them. The car didnt have any of these problems before we took it to them to have it serviced.

  Business Response

  Date: 07/23/2024

  Service work was completed on the vehicle, and as of July 17, the vehicle was returned to the customer. 

• Initial Complaint

  Date:06/07/2024

  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.

  On 2/29/24 I submitted all of the paperwork to receive a refund for tire and wheel protection on a vehicle I traded in on 2/10/24. After multiple email correspondance, I still have not received the refund for the pro rated amount and was told it takes about 8 weeks to complete. I was told on 5/14/24 the funds were sent to lien holder, which should have been sent to me because I included the lien holders paid in full letter in my initial cancellation. Then on 6/5/24 I was told the refund is still in process to be sent to the lien holder.

  Business Response

  Date: 06/11/2024

  A check was issued to the guest on June 11, 2024. The guest received this information from the warranty cancellation team on 6/11/24 as well. 

  Customer Answer

  Date: 06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  Date:05/28/2024

  Type:Delivery 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 have unsubscribed three times from the email communications that I have received from this business. The dealer is: *** of *************** which is wholly owned by Sonic Automotive. Therefore, upon receipt, please remove email address: ****************** from any further email communications.

  Business Response

  Date: 06/08/2024

  Our customer service team has confirmed ****************** contact information has been removed from our system, effective June 6, 2024.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am owed a refund on two different warranties. I submitted the proper paperwork to them 9 weeks ago requesting a refund. They state it takes them 8 weeks to issue a refund but apparently its even longer than that. I got ahold of someone on the phone who in stead of trying to help me then said she needed 48 more hours to look into it. Its a simple refund which should not take 9 weeks or 2 more days to figure out They are scammers who just want to try anything to get around actually giving you your money back. They told me that the warranties are non cancellable so they cant refund me, mind you this is after I had to ask for multiple updates after no communication. Both copies of paperwork I have for these warranties which were signed by me state nothing about it being non refundable. That doesnt even make sense as its an insurance term, so if you dont use the entire term they have to give you money back. They cant even supply me anything where I agreed and signed to the non refundable term theyre referring to- because it doesnt exist. I will also be going to the state insurance commissioner on this company and the warranty companies. Theyll do anything to keep our money hoping you forget your owed it. They also keep ignoring my emails where ** simply asking if they will be issuing the refund to my lender or me personally. The resolution to this would be to receive my $1000 refund immediately.

  Business Response

  Date: 05/23/2024

  A representative from the dealership has reached out to the guest to discuss details related to this request.

• Initial Complaint

  Date:02/07/2024

  Type:Sales and Advertising 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 went to one of their Power sports dealership located at *********************************************** and purchased a new 2023 Can-Am Rotax 900 three wheel motorcycle. On their website they listed the bike as being in on clearance with a discount and rebate. The listing also displayed multiple pictures of a vehicle fully assembled with a corresponding stock number. I visited the dealership and asked to see the stock number in the listing. They showed me a different vehicle. When I asked again about stock #******, I was told that the vehicle was still in the crate. When I asked to see a vehicle exactly like it, I was told they didn't have any assembled. However, my bike would look similar, but without the radio and gear shifter. They then tried to sell me a higher priced vehicle, but I insisted on the one I came in for. While discussing the selling price they were very evasive about the **** and showing me the Sticker. Telling me I was getting a rebate and a big discount. After we finally agreed on the price I signed a buyers order and completed the sale. The next day I discovered they had lied and sold me the vehicle at full **** less the rebate. Shame on me for not doing a better due diligence. Five days later they had finally assembled my vehicle and I went to pick it up. The vehicle didn't look anything like the vehicle in the Internet listing. Instead of using a stock photo to accurately represent the vehicle, they used a picture of a different model with lots of optional equipment. The sales manager then told me they use the same picture on all the 900 models. I told him that I wasn't expecting the radio, but I had definitely made the purchase with the expectation of a windshield as shown in the Internet listing. He refused to install a windshield and the sales person told me I could buy one for $400. I told them both..."No Windshield, No Delivery." I then left the dealership. Also, the vehicle was sloppily assembled. And the fit and finish didn't line up.

  Business Response

  Date: 02/12/2024

  2/12/24  I (***********************) spoke with ********************************* and he was able to get this resolved with the store on 2/7/24.  He was able to meet the *** which allowed a conversation and better understanding. **************** would like to close this case.

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 

   

  ****************************;