Used Car Dealers
Car By UThis business is NOT BBB Accredited.
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/28/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Horrifically inept. Refused to release title upon paying off the loan. I had to call them 4 times over the course of 2 weeks to get any response from financial services. They did not release my title and could not provide resolution or a contact for the release of and the appropriate electronic lien and title services. The woman who works in finance is hideous, rude, hostile, unprofessional, untrained, unkind and wished death upon the customer stating that she wished for me to fall off of a bridge. Excited for legal action to be pursuable soon but these scam artist losers should just learn to do their job correctly the first timeBusiness response
06/05/2024
How does the BBB expect a response to a complaint filled with name calling? I am sure that if my reply was filled with insults about the customer they would be sure to reprimand us as a business. This customer submitted a payoff on 05/10/2028 via ACH. It is the norm and the usual to release titles 14 to 21 business days after any account gets paid off. The title was released to customer today 05/28 at 11:51 AM. less than 14 business days from payoff date. We wish this customer good luckCustomer response
06/05/2024
I am rejecting this response because:
Business had no problem with acting hostile and inappropriate over the phone and made no efforts to correct or apologize for said conduct even in this public forumBusiness response
06/05/2024
We do not wish to participate in any further back and forth. This customer was demanding, rude, and impatient with our staff and has a clouded recollection of the facts.Customer response
06/05/2024
I am rejecting this response because:
Inadequate ability to articulate, apologize or resolve from the businessInitial Complaint
01/19/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I financed a car through this company. The finance **** is rude, hard to contact. The webpage doesn't work properly to make payment. They wont allow me to set up auto pay. The send you to repo after 7 days. Then charge 250 to cancel the repo, or if it's repod they charge a repo fee of $595 in addition to a $250 cancellation , $150 handling fee, plus $25 a day. On top of charging inflated prices and interest. I dont feel the fees they are charging and time alotted to pay is legal.Business response
01/19/2024
The customer was notified that the vehicle was scheduled to be repossessed due to non payment. The customer was notified of the fees that they would incur if vehicle is repossessed, repossession fee of $595, $150 handling fee, plus $25 a day storage. The customer exhausted the 10 day grace ****** for payment and the vehicle was repossessed. Our webpage is set up to accept online payments as well as automatic payment options. The issue the customer is having seems to be an issue with customer card/bank.
Customer response
01/19/2024
I am rejecting this response because: the issue with online payment has nothing to do with my bank. The system does not accept due to address change which has been updated in their system. The amount of days I was late is inaccurateBusiness response
01/29/2024
The customer was notified that the vehicle was scheduled to be repossessed due to non payment. The customer was notified of the fees that they would incur if vehicle is repossessed, repossession fee of $595, $150 handling fee, plus $25 a day storage. The customer exhausted the 10 day grace ****** for payment and the vehicle was repossessed. Our webpage is set up to accept online payments as well as automatic payment options. The issue the customer is having seems to be an issue with customer card/bank.Initial Complaint
12/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
In October 2023 Carbyu refused to take my scheduled payment if $250 unless I pay a late penalty fee of $250 when I advised I could not afford it, they refused my payment and repossessed my car 2 days later. I only owed $750 on the balance of the loan and was paying it off 2 years earlyBusiness response
12/29/2023
As the customer stated the vehicle was repossessed due to non payment.Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Car by U put in a repossession for my truck after payment was eleven days pass due, I have been a customer since 3/2021 I have given them $19,830 for this vehicle so far. On today, this morning I call spoke to Ms ***** ask her what was it gonna take for me to stop the repossession , I was told three payments and repossession fee $860.. My phone rings ten minutes later, it's the Sheriff telling me that they have a court order to have my truck repossessed. I called Ms ***** back, she doesn't know anything about it. She puts me on hold after I had just spoke to her to find out how much I needed to pay, comes back to the phone and says it's out of her hands I got to give up my truck. Then after they get the truck Car by U decides they want the balance of $4,400 plus $700 repossession fee. I feel that the $860 should have been honored because that's what I was told when I called at 9:15 am on today 9/5/23 I have a 2007 Cadillac Escalade I have basically paid for this truck twice, it has 170,000miles on it.Business response
09/06/2023
This complaint is a little misleading as the customer was sent for repossession on the 11th day late, which was 8/25/23. On that day 8/25/23 the customer stated that they would make payment before 5pm, customer failed to do so repossession order was issued. On 8/28/23 the customer called and was given an opportunity to make payment and cancel repossession, customer failed to make payment. At the time of repossession (9/5/23) the customer was 21 days late without any effort to make payment. The customer had been in contact with the payment center and given multiple opportunities to make payment, customer failed to make any payment prior to repossession therefore the repossession order was executed and due to the customer prior history full balance was requested to re-acquire the vehicle.Customer response
09/06/2023
I am rejecting this response because: On 8/25 even though Car By U closed at 5pm I should have still had the opportunity to pay on line until my 10th day is over which is actually midnight but was locked out of my online account at 6pm on 8/25. I called on 8/26 and spoke to the sales manager and he said they don't take payments over the weekend.On 8/28 yes I called to make the payment of $200 but did not know it was gonna be $660. The price just kept going up and up because they own the car and they can do that, am just the customer that has given them $19,830 of my money to have.Business response
09/12/2023
The vehicle was sent for repossession on 8/25/23 which was the 11th day late. On that day 8/25/23 the customer stated that they would make payment before 5pm, customer failed to make payment and the repossession order was issued. During the next 10 days that the vehicle was in repossession status they were given multiple opportunities to make payment and stop the repossession process, unfortunately, the customer failed to make any payment at all.
Initial Complaint
07/27/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This place is predatory lending, theft and scamming individuals. They have they cant change pay dates at all. They charge a 250 repo cancellation fee but they have and will not show any proof of a repo being put in place along with a late fee. They lack every ounce of what it takes to have customer service, they yell, talk over you and say things like are you done yet?!. The owner wont take calls. They sold me a car with different pictures of the car. I purchased it online with them and they said the pictures were exactly of the car. The car was missing the would grain material on the dash and had a hole in the seat. I WAS NOT given the option to review the car first. They rushed me and felt like they forced my hand. The car has glitched with the computer and the key isnt registering to the car now they wont back their service contract in my contract given to me by them which was $3500. I now have a car that isnt driveable and they wont fix the issue at this buy here pay here lot. Every time I call Im level headed and try to speak to them but cant get through to them they become very argumentative and straight hateful. I cant do much more. I have been scammed and they continue their scams on others. I dont know how this place is still open. There are others with the same issue. Please review there ****** reviews.Business response
07/27/2023
Thank you for allowing us the opportunity to respond to complaint number ********. After reading the customer concerns we have the following reply.
The finance contract and payment dates cannot be changed once the contract has been signed. The payment due dates are disclosed and agreed to before the contract is signed. The repossession fees are disclosed to the customer before any action is taken so that the customer is aware of the financial consequences of non-payment.
As to the customers accusation of poor customer service, the payment center staff are as polite and patient as possible, but they do have other calls and clients that need to be attended to.Their time is somewhat limited when the customer is unhappy with the answers that they have been provided and continue to ask the same questions expecting different answers or when customers become argumentative or begin using profanity, at that time we must end the call.
We advertise all of our vehicles with the actual pictures of the vehicle we are selling. We do not sell vehicles online, each customer must come to our location, each customer is able to test drive and evaluate the vehicles prior to purchase.To address the mechanical issue that the customer is experiencing the vehicle was sold certified so the first 3 months or **** miles (which ever comes first) nearly all repairs would be made for a $100 deductible. Following the certification, the vehicles powertrain is covered for an additional 24 months or ****** miles (which ever comes first) with a $100 deductible. As of today 7/27/23 this customer has not called the service center with any service concerns whatsoever.
Customer response
07/29/2023
I am rejecting this response because:your response is so unprofessional and very untrue. You took money over the phone via ******** messages for a car, agreeing to a deal via marketplace, and I have called multiple times, weather or not you choose as a business to address them as a business is something I cannot do my self. And youre very wrong again. The call center does not have any manners or respect, how can you ad a business constantly throw up in an individuals face you took thousands from for a down payment threaten them with repossession not even a week after you request biweekly payment?? The fact you say you have polite individuals in the pay center is a lie. So lying, predatory lending, disrespect, must be the principles this business was built on? Classy. This place is a joke, I truly give my condolences to anyone unknowing giving their business to this businesss without knowledge of this businesss actions.
Business response
08/07/2023
After reading the customers reason for rejection, we stand by our original reply.
The finance contract and payment dates cannot be changed once the contract has been signed. The payment due dates are disclosed and agreed to before the contract is signed. The repossession fees are disclosed to the customer before any action is taken so that the customer is aware of the financial consequences of non-payment.
As to the customers accusation of poor customer service, the payment center staff are as polite and patient as possible, but they do have other calls and clients that need to be attended to. Their time is somewhat limited when the customer is unhappy with the answers that they have been provided and continue to ask the same questions expecting different answers or when customers become argumentative or begin using profanity, at that time we must end the call.
We advertise all of our vehicles with the actual pictures of the vehicle we are selling. We do not sell vehicles online, each customer must come to our location, each customer is able to test drive and evaluate the vehicles prior to purchase.
To address the mechanical issue that the customer is experiencing the vehicle was sold certified so the first 3 months or **** miles (which ever comes first) nearly all repairs would be made for a $100 deductible. Following the certification, the vehicles powertrain is covered for an additional 24 months or ****** miles (which ever comes first) with a $100 deductible. As of today 7/27/23 this customer has not called the service center with any service concerns whatsoever.Initial Complaint
05/30/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Found a car I liked on line and went to check it out. The price online was $21,999. While I was looking at the car, I inquired about a cash deal since I have cash. The salesman stated the cash offer was $23,999 since we won't be financing and thats how they make there money. We explained that that is more than advertised and I prefer not to finance. We asked how much to finance and he stated it was 25% interest rate. I explained that I have great credit and if I financed through you what is your typically best offer and he stated 17%. Maybe that was the charge since I am black. He than proceeded to tell me I can't get a better offer or deal. I didn't bother to test drive and walked away. I could have easily proven my great credit score, but I can't condone their highway robbery. My wife and I were treated s***** and I won't be going back.Business response
06/16/2023
The online price that you saw stated that the price includes all rebates. The 2 rebates that CAR BY U is currently offering are disclosed in all of our advertisements. $1000 trade in rebate and $1000 CAR BY U Finance rebate. (vehicle must be financed with CAR BY U payment center) I apologize for any confusion in the advertised price.
Initial Complaint
03/20/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
On Monday this company said they ere towing my car due to lack of insurance so I paid and they wait 4 days later and the repo it still after the insurance has been on since Monday! I explain that to them and they want to charge me to come get it. They are just trying to take peoples money. They should have someone says they are the business confirming that the insurance was paid before sending someone out to pick it up four days laterBusiness response
03/20/2023
We state clearly in all of our paperwork that valid proof of insurance must be provided in writing after we have received cancellation notice. CAR BY U payment center takes insurance lapse very seriously because by contract the asset must me insured the entire term of the loan. The customer failed to provide ********************** with valid proof of insurance therefore the car was repossessed.Customer response
04/20/2023
I am rejecting this response because:
They have so many times threatened to take the car and I always paid it and nothing I always assumed the same way they were notified that I did not have insurance is the same way they will be notified that it was reinstated so like any other time, I did the same thing this time and they took my car 4 days after it was reinstated!!! They never even tried to communicate with me. They never told me to send in any paperwork to confirm it was reinstatedBusiness response
04/20/2023
We state clearly in all of our paperwork that valid proof of insurance must be provided in writing to CAR BY U after we have received cancellation notice. The customer failed to provide ********************** with valid proof of insurance therefore the car was repossessed.
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Customer Complaints Summary
12 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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