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:12/21/2024

  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 purchased a ******* MKC 9/2024 on a Saturday. Check engine light came on Monday, two days after purchase and driving off lot. Called Frank Myers and told them. I was told to drop the car off that Monday. It was the turbo. I was informed by the service department that they had fixed that before I purchased the car, the part must be bad. The part is under warranty, we will send it back to the company it was purchased at and replace with another one. They kept my car about 1 week. Called me to come pick up car, it was supposedly fixed. About three weeks to a month later light came back on, and car always had a gas smell. So I took it to my mechanic to have it checked. My mechanic informed me it was a lean leak resulting from my turbo and exhaust manifold wasn't sealed correctly. I was instructed by my mechanic if Frank Myers just fixed it, take it back and let them make the repairs at no cost opposed to paying him. Called Frank Myers explained the situation, told them what my mechanic said. Was told by service to drop off car and if it was the turbo they would make the repairs. Dropped car off, they kept it for a 7 days. Called me on Friday, Dec. 13, 2024 that my car was ready and I could pick it up. Picked Car up 12/14/24. Now the car has a stronger gas/exhaust smell and even stronger when the heat is own. I get a headache and feel sick when driving. Called Frank Myers, spoke to ***** the general manager. Explained the situation and he told me to drop off car again. I'm not sure if they have or will fix this issues. They have supposedly fixed it three three times. Once before I purchased and twice since I purchased it. This will make three. Either they just patching it up with the hopes I will give up and take to another shop and I pay for the repairs or the mechanics doesn't know what they're doing. This is a safety issues as well as dangerous! Exhaust fumes can kill me. Frank Myers need to just fix the problem or allow me to take to my mechanic and the pay him!

  

  Business Response

  Date: 12/21/2024

  Thank you for the message, ******. We're sorry that your ******* has a bad exhaust smell. Our goal is to get your car properly fixed so that you can enjoy driving it without the bad smell. Your vehicle is under warranty so we have no reason to patch it and there's no need for you to pay for it. Our records show that you have another service appointment coming up and we will make it a priority to get it fixed correctly and back to you as soon as possible. 
  
  We appreciate your patience and we'll see you soon. 

• Initial Complaint

  Date:06/03/2024

  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 bought a $24,000 dollar infinity QX **************************************************************** reverse and then it leaked out all the oil and said I had to pay for it when they came and picked it up on the 59th day of ownership! I bought it 3/21/24 and they picked it twice already with a total of almost 20 days of them having my car after I bought it and it aint even been three months!

  

  Business Response

  Date: 06/03/2024

  Thank you for forwarding this message to me. Please know that the customer that bought the car in question had a court ordered Ignition Interlock Device (***) installed. Therefore, it has taken longer than necessary to repair the vehicle because the car wouldn't start without the customers participation. We understand that it's not always convenient for the customer to be present or available when our service department needs him. However, any repairs could have been finished much quicker if the *** wasn't installed or if the car owner would have been available to crank the car when we needed him to. 

  I hope this helps clear up the situation. Please reach out if you need us. 

• Initial Complaint

  Date:04/27/2024

  Type:Order 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.

  Frank Myers sold me a car, in August 2023! When me and my mom sign the deal. The first financial contract was dropped by the first company!! It took Frank Myers about three months to find another financial company! My mother co-signed for me to get the car! Well with the second deal my mother didnt not sign any paperwork! Frank Myers Auto Maxx forged my mothers signature! My mother knew nothing about the paperwork! I have the copy of the documents and it is not her signature!!

  

  Business Response

  Date: 04/27/2024

  Good afternoon.  Weve searched our records extensively and have no record of anyone with your name buying a car from us in 2023 or at any time during 2024. Perhaps you have us confused with another car dealership? If not, please reach out with the correct name that your car was purchased under. Once you do, we'll work hard to get you some clarity. Thank you for your time. 

  Customer Answer

  Date: 04/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:01/11/2024

  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 thought I was trading in a car for a different car at the car dealership. It turns out I am responsible for payment for both cars. I'm 75, retired and did not read all the many papers that was put before me to sign. I was getting many calls from the finance company of the traded car. At first the car dealership said the finance company of the traded car should not be contacting me which I have a text to support this statement. Then they presented me with a copy of the paper I signed saying the car was not being traded. Of course, their is no way I can pay for two cars and I do not want this negative report on my credit. I'm not seeking any compensation, I just DO NOT this on my credit!

  

  Business Response

  Date: 01/12/2024

  Good morning and thank you for reaching out to us about *******. Several members of our staff have spoken to her about this situation. We explained that we couldn't take her car as a trade in at the time of purchase. ******* agreed and then she signed not 1 form to acknowledge it, but 2! I have attached the bill of sale that she signed which shows that she wasn't trading her car as well as a letter of acknowledgment that is also signed by her. I'm sorry that there's not more we can do here. We encourage ALL of our guests to read their paperwork thoroughly and to ask as many questions as they need to so that they have a complete understanding of their transaction. 
  
  If there's anything else that ******* needs from us, please have her reach out. 
  
  Thanks again.

  Customer Answer

  Date: 01/12/2024

   I am rejecting this response because:
  
  I disagree that several people talked to me at Frank Myers Auto Maxx. I dealt only with ****** ********. I did not talk to the person that had me sign the paperwork. I understand I signed that paper, yes, but papers were pushed in front of me every second and there was no way I could read all that information. I thought I was trading my vehicle and I feel like I was deceived by the company. There is no way I can afford to pay for two cars and I do not want this negative report on my credit.

• Initial Complaint

  Date:10/22/2023

  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 saw an ad on ******** about Frank Me**** Auto Maxx and I talked with a few people on their texting service. I did this for a week. To preface this on August 4th I found my fiance and father of my 6 kids passed away unexpectedly. I knew I had to get a vehicle and I began working on it. They told me I was approved for the $99 down everybody rides program. I made sure before I travelled the hour and 15 minute ride that everything was set. Well I get there and the lady said congratulations and welcome to the Frank Me**** Auto Maxx family. They then changed all of that to I need a big down payment and co-signer. Their $99 down everybody rides guarantee is a scam and a joke. I had to pay someone to bring me all that way after they lied to me. Then wanted to get hateful when I called them out on it. I DO NOT RECOMMEND THIS DEALERSHIP to ANYONE who is going through something and they take advantage of you because they know you are desperate.

  Customer Answer

  Date: 10/22/2023

  I was approved online once I gave them my income and personal information. They told me more than 4 times that all I needed was an insurance quote, the $99 down payment and my ID. When I got to their dealership everything changed. They then wanted a big down payment and a cosigner. What really bothers me is the fact that I explained my hardship losing my fiance and father of my children and they said they had everything worked out and that I was approved. I asked the day before I went up there if there was anything else I needed to bring and they told me no that I was all set. 

  

  Business Response

  Date: 10/23/2023

  Good morning, Ms. *******. My name is Tracy M****, I'm the owner of Frank M**** Auto Maxx and let me start by saying I'm sorry about the loss of your fiance. My thoughts and pra**** are with you and your 6 children during this difficult time. 
  
  After reviewing your account, I can verify that you are correct in saying that you were pre-qualified before your visit to the dealership. I have attached a copy of some of the text transcript confirming that we acknowledged this after your initial visit. However, please know that you said "the $99 down Everybody Rides Program" is a joke. In reality, the Everybody Rides Program and the $99 Down Payment Program are completely different things so perhaps that's why you are confused about your options. We DO have lenders willing to work with you and you can still take advantage of the $99 Down Payment Program. You can also take advantage of the Everybody Rides Program by yourself and without a co.
  
  If you are interested in exploring the opportunities we have available for you, please give Ashley a call or text at ************ so she can walk you through it. If not, we will be happy to pay you for the gas you used during your trip to and from the dealership. It's the least that we can do so please let me know so we can move forward.
  
  I appreciate you and I look forward to hearing back sooner than later.

  Customer Answer

  Date: 10/23/2023

   I am rejecting this response because:
  Before I accept the response...I need them to clarify their response. When I was in your dealership, they said I had to put down a bigger down payment than the $99 or I had to have a cosigner. So your response is saying that I can pay $99 down and I don't need a cosigner and I can get a car? I need very specific details before I come all the back up there and then I will consider giving you guys another try and a good review.

   

  
  

  

  Business Response

  Date: 10/23/2023

  Thank you for giving us the opportunity to offer you clarity. 

  I'm saying that there were/are 2 options available to you since the beginning. 

  #1 is The $99 Down Payment Program. 

  #2: The Everybody Rides Program.

  Here is what you need to do if you want to take advantage of the $99 Down Payment Program: find a vehicle that you want to own and then agree to the lender terms. Lender terms are things like interest rate, length of loan and monthly payment amount. And since we can't get them financed in with your car loan, you'll have to pay for your sales tax, your tag and your title documentation fee. 

  Our Everybody Rides Program is different than the $99 Down Payment Program and is almost like a Sign and Drive Program. They like to see an initial investment of 40% up front but there's no co needed and there is part of our Guaranteed Credit Approval. 
  
  Keep in mind that we present the option of a co to most of our customers as a way to possibly get better lender terms. However, it is not necessary. 
  
  Since we shared so many opportunities, I can see how it would be easy to mix the programs up. 

   

  Customer Answer

  Date: 10/23/2023

   I am rejecting this response because:
  I want to see if we can make this happen before I accept the response. I am interested in the **** ******** ******** on your site. Going with the $99 down program what would the lowest possible payment per month be?
  
  

• Initial Complaint

  Date:08/15/2023

  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.

  SCAM 99$ down =1,000$ down I purchased a **** ****** ****** on 07/10/2023. Days later there were concerns I called on 07/13/2023 and was told to schedule an appointment with service on 07/18/2023. I take my car there that day and they confirm transmission issues Lisa states the earliest they can get my car in the shop is 08/14/2023 3 weeks out. I go down to speak with Keith. We drive around the block. Keith says I’d drive this car cross country with it making this noise the transmission issue isn’t that bad. I say I would like to trade for something different given the fact that when I originally called about the vehicle it was within the iron-clad guarantee time frame. He had many excuses. Then suggests I drive it home call the loan company relinquish my rights to the car and allow them to pick it up… I come back on 08/05/2023 with my father Keith states he’ll have everything worked out that following Monday for me to be able to trade. And Kevin will make sure of it. Monday 08/08/2023 gets he I make sure I have a ride there and and able to come in to work late. Kevin has excuse after excuse tells me come back later that day, find another ride that evening. Make my way up there that evening and same story but this time Kevin says it’s it’ll take 5,000$ down to get you in a new car. If we can put you in ****** ****** stick shift at no cost. Tried to tell me it wasn’t the transmission and then that my warranty was a delayed one so it didn’t start until after 30 days Kevin was Continued giving me the run around. I reach out to Addison via the txt service she was little to no help as well she couldn’t get her story straight. She expedited the process of having a new transmission put in a car I expressed to her I no longer wanted the car. (08/08/2023. Prior to warranty.) They didn’t care to hear what I had to say or how I felt. Every promise time made to get me in something different was never actually followed through on. Terrible customer service I DO NOT RECOMMEND!

  

  Business Response

  Date: 08/16/2023

  Tell us why here...Good afternoon and thank you for the message from **** ****. As with all of our customers that have concerns, my goal is 100% resolution. Thank you for allowing me to share my side of the story as well as offering clarity on some things. 
  
  Ms. **** said she purchased a 2019 ****** ****** from my dealership on 7/10. Per her email to you, she said she called my dealership on 7/13 (3 days later) with a concern. However, Ms. **** texted our dealership on 8/8 (screen shot included) and stated she purchased a car from us on July 10...but didn't run into problems until 2 weeks later. This contradicts her original claim of 3 days. Her message to you then states that she scheduled a service appointment on 7/18. That would have been a total of 8 days of ownership. Once her problem was diagnosed as a repair that may be covered under warranty, we sourced a transmission and the earliest date we could get it and fix it was 8/14/23. At this point, Ms. **** claims that she wanted to trade her car for a new one. While trading for another car is usually an option, it's a lender decision that we don't have any control over. We spoke with several lenders and she CAN trade her ****** for another vehicle. We presented Ms. **** with her options but she didn't agree to any of the lender terms that we had available for her. So our next option was to continue to get her vehicle fixed under warranty, which we did and it is available for her to pick up at her convenience. 
  
  Please know that we agree that what happened to Ms. ****'s car is unfortunate BUT there were no scams, there was no run-around and there were resolutions offered but declined. Thankfully, the warranty took care of the repair and Ms. **** is available to pick up her car and enjoy it. If there are other concerns, please let me know. Happy to address them. 

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  
  This information is false I spoke with ADDISON on 08/08/2023 because i felt no one else was willing put forth the effort to actually to help me. I expressed my discontent To her AFTER I spoke with STEVE, LISA, KEITH, and KEVIN all prior to this date No one ever gave me any other KEITH told me to to let them repossess the car this was after he told me it was okay to drive the car for 3 WEEKS WITH A BAD TRANSMISSION! Kevin said he’d help me in front of my dad but then when it was just me my options became  providing 5,000$ down Or same make and model but in MANUAL. Like I said SCAMMERS. All of them. They have been no help at all I don’t want the car. They have been aware of this the ENTIRE time I have stated it the ENTIRE time! Every step of the way I have stated my frustration and disappointment. Openly! 

• Initial Complaint

  Date:07/17/2023

  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.

  First week of July, I went in looking for a specific car & to test drive. I’m a first time buyer and wanted to take a look at some options before buying. I told the sales rep I wanted a specific car & I’m looking to finance. In specific, I asked him “ why can’t I look at your online catalogue without having to be called and texted from the front desk his exact response was “oh yeah that’s cause they’re ********, they wanna weave you out first to see if you’re serious or not”. I said “huh?” And pushed it to the side. From there he kept being unprofessional in his responses to my questions. Before test driving the car, he kept forcing the application in my face to sign. My sister who was helping me in the car shopping process let him know it was a firm no and that we wanted to test drive first. We test drove it , came back in signed the paperwork he was forcing and proceeded to ask questions, I asked how much was the car, he said “what do you mean?” I repeated it & He said “i don’t know, it depends on the bank”. I said “what bank?” He said “whichever one sends in the offer.” At this point I’m still unsure how this company works if there is no price on the car. I told him “okay in that case then I only want it ran one time for one lender” he said “you sure?” I said “yes, one lender that’s it, I don’t want all those inquires on my credit” he said “okay”. We left and ended up saying no to the offer at hand. It’s now mid July and I have 12 inquiries on my credit bringing my score down 15 pts from this specific . I called to speak with his manager, the manager got on the phone telling me all kinds of excuses on why he couldn’t answer it and how he had to get off the phone. I’m telling him about his sales rep. Answers to my questions and he says “if you’re just calling to ***** then I can’t help you” I said “calling to what? Excuse me” and he wouldn’t repeat it. He hangs up in my face and I still have 12 inquires unauthorized and I’ve been disrespected by management.

  

  Business Response

  Date: 07/18/2023

  This is a reply to ****** ****** / Complaint #********

  Hi ******. My name is T**** Myers, I'm the owner of Frank Myers Auto Maxx and I'm sorry that your car shopping experience wasn't what you expected or deserved. Please know that because of your BBB message, I started an internal investigation to determine what happened and why our standard operating procedure wasn't followed. My goal is to determine what happened and why as well as making sure that we prevent any other guest from having the same negative experience that you did. Please let me know if you would like to have an in-depth conversation about the progress either before, during or after the investigation. While I won't be able to release confidential or specific employee information due to privacy concerns, I will be happy to discuss what I can with you. 
  
  As far as the multiple credit inquiries are concerned, Equifax says: Most Credit Scores Will Count Multiple Car Loan Inquiries As One. Lenders know that multiple applications for a car loan within a short period of time indicate you are shopping for the best terms, not buying multiple cars. Scoring systems have been designed to reflect that reality. Therefore, as long as the inquiries were all made within a certain period of time, usually 14 days but sometimes longer, they are counted as just one when calculating your score. The practice of counting multiple auto loan inquiries as just one enables you to shop for the best rates and terms without hurting your credit scores. The same applies when shopping for a mortgage loan. 
  
  In short, the good news is that the multiple credit inquiries did not drop your score. You can read more about it at ********************************************************************************************** 
  Once again, I'm sorry these things happened but I'm grateful you reached out so that I have the opportunity to correct our shortcomings. Thank you again. Please reach out if I can be of assistance

  Customer Answer

  Date: 07/18/2023

   I am rejecting this response because:

  Regardless of how they are grouped together or not. I specifically told your company’s sales representative that I only want it ran for one lender. I specifically wanted that car’s make/model and I had a set budget of what I wanted to stay in as well as other conditions I considered. My reason for complaining to management was to get answers as to why it was sent out to multiple lenders. Along with that, he took advantage of me as a first time buying customer and rushed me into the process as well. This shows me careless customer service. To follow up with managements response in yelling, cutting me off, calling me out of my name, and acting  irate. 
  
  

  
  

• Initial Complaint

  Date:05/15/2023

  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.

  Car was towed. Requesting full coverage due to faulty transmission with in 30 days of having the car. I have had to spend over $3000 to get my car fix. Stranded in ******* ** with my 4 year old daughter. I attempted to call strike to inform them of the issues I was having prior to the bill date and they stated they would not help me. I’m struggling and have had to literally deplete my savings to get this car up and running. I am confident I was sold a lemon as well as my lawyers. I am hoping to resolve this matter without having to result to filing in court

  

  Business Response

  Date: 05/15/2023

  ******** – ****** ****
  Re: Complaint ID#: ********
  Strike Acceptance (“Strike”) is in receipt of the above referenced consumer complaint, and appreciates
  this ma?er being brought to our a?enOon. At Strike we take pride in providing first class service to our
  customers and appreciate the opportunity to address this ma?er. Mr. **** purchased a 2019 **** ****** from Frank Myers Auto Maxx on a contract dated February 25,
  2023. On May 11, 2023, Frank Myers Auto Maxx repurchased the contract from Strike Acceptance. Frank
  Myers Auto Maxx is now the holder of the contract so all future inquiries should be directed to them. In
  the meanOme, as an accommodaOon to Mr. ****, and because we at Strike make every effort to work
  with people, we will delete our tradeline from Mr. ****’s credit file.
  Strike Acceptance makes every effort to ensure our operations are consistent and compliant with the
  requirements of the Equal Credit Opportunity Act (“ECOA”), Fair Credit Reporting Act (“FCRA”), and all
  other applicable fair lending laws. If you require further assistance, you may contact us at (949) 371-
  8656 during our normal business hours, Monday through Friday – 9:00 am to 5:00 pm (PDT).

  Respectfully,
  Steve C*******
  Compliance Manager

  

  Business Response

  Date: 05/15/2023

  #********

  Good evening and thank you for the message. 

  I'm sorry that ****** **** had problems with the **** ****** that she purchased from us. Please know that we never sell a car expecting it to break down. However, it does happen and my team works hard to get a quick resolution for our customers. In this case, I feel that we did a lot to get ******'s car back on the road with as little inconvenience as possible to her. We paid for a tow, got her warranty company to approve her repair, got her vehicle repaired under warranty and gave her a loaner car while her car was down. However, her vehicle was financed through a third party (Strike Acceptance) and we had no control over the fact that they wouldn't work with her while her vehicle was being repaired. This is an unfortunate situation but completely out of our hands. 

  Customer Answer

  Date: 05/15/2023

   I am rejecting this response because:

  this is not the reason for the complaint. Frank meyers has advised that they had no information as to what the process for this would be when in fact their team has bought back the car before I had time to act on the account. Strike has agreed to delete the loan on my credit in relation to the negligence of Frank meyers in providing accurate information as well as acting on the buy back prior to the 5/22/2023 date advised.

  I have also been spoken to disrespectfully and dismissed. Frank meyers is also holding my property in the vehicle and has not provided any time nor date to collect my property.

   

  
  

  

  Business Response

  Date: 05/16/2023

  Respectfully, the information being provided by ****** **** isn't accurate. Please allow me to offer facts and clarity.
  
  - We have spoken to a Strike representative several times and the are NOT deleting the loan from ******'s credit because of any negligence on our part because there was no negligence on our part.
  - Strike forced us to buy back ******'s car loan because she didn't make her first car payment and buying back the car after the customer defaults on their first payment is a condition of her loan agreement that we had in place with Strike.
  - From our point of view, our conversations with ****** were professional and civil until she called one of our employees a liar and threatened to sue him. We refuse to be abused or threatened by anyone. 
  - We are also not holding the vehicle or ******'s property and we haven't had it since she bought it. Her finance company, Strike, repossessed it because she didn't make her first payment and they still have it in their possession as well as her personal things. 

  Please know that ******'s car wouldn't have been repossessed by Strike if she had made her first payment like she agreed to do when she purchased it from our dealership. And while it is unfortunate that she had a mechanical issue with it, that doesn't change the responsibility she had to maker her car payments in a timely manner. 
  
  

  Customer Answer

  Date: 05/16/2023

   I am rejecting this response because:

  the business was not willing to refinance me to put me in the same car. they want to put me in a different car when they have the option to refinance for the same vehicle. Being that I have paid for a major  repair on the vehicle for a brand new transmission, it is best to pick the same car which the company is not allowing.

  Our parties do feel this is unfair treatment to the consumer.

  I also have not threatened to sue anyone. I have only stated what my legal attorneys advised me of information Frank meyers auto has withheld from me.
  

  Keith’s closing words per the phone call advised “sue me then, because he could not make any sense with me but could with a lawyer” and disconnected. 
  

  As strike has been tremendously helpful in providing resolution on their end due to the situation. I feel also that Frank meyers should/can as well in relation to further escalating this matter.

  can they explain why they are not willing to let me get the same car?

• Initial Complaint

  Date:04/26/2023

  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.

  I didn't try to get no car, some use my identity.

  Customer Answer

  Date: 04/26/2023

  Some one stole my identity 

  

  Business Response

  Date: 04/26/2023

  Good morning! It upsets us that someone stole your identity. The next step is for you to call the police and report it. Once you do, please tell them we are aware of the situation, will help them in any way that we can and to reach out to us as soon as possible so that we can provide any documentation that we may have from or about the person you are speaking of that was in our dealership using your identity as their own. On the dealership level, we will electronically document your concerns about identity theft in your file so that our staff is aware that you said this happened. Finally, we encourage you to reach out to the 3 credit bureaus and let them know that your identity was stolen. The number for Equifax is 1-888-378-4329. the number for Experian is 1-888-397-3742 and the number for Transunion is 1-800-916-8800. We've seen a lot of people in your situation freeze their credit as a way to protect them against further fraud but please speak to the credit bureaus about the pros and cons of doing this so you can make your own decision. 

  Thank you for your time and we look forward to hearing from you. Good luck on the resolution 

  Customer Answer

  Date: 04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:03/17/2023

  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 financed a car from them on February 10th. I was approved through a bank and put down a down payment of 1000 dollars. I have been calling for my tags and they keep informing me that I can't receive my tags because the bank has not paid them yet. Something I never heard. My vehicle needs to be fixed and they keep telling me my part hasn't came in yet and I know it has. I had to pay them the insurance payment they paid for me because they said that was stopping me from getting my tags and warranty. I've gotten pulled over in my car but was lucky to not get a ticket. They won't give me another temporary tag. Something isn't right with the situation.

  

  Business Response

  Date: 03/18/2023

  Thank you for forwarding this message to me. I spoke to the customer this morning and this has all been a misunderstanding. She (the customer) has fulfilled her obligations to the lender and we will make sure she has a tag when the tag office opens back up next week. We ARE still waiting for her part but it is scheduled to be in on Wednesday. When it arrives, we will replace it for her ASAP. If there are any additional concerns or questions, please don't hesitate to reach out.