ComplaintsforThe Internet Car Lot

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased several vehicles over the internet through the years without issue. I've been searching for specific make / model / option package on a truck using a nationwide search on *************** Found a unit that matched my search requirements at their Omaha store that was low mileage and appeared in good condition via pictures posted to their website. I contact the dealer and worked with one of their agents to get details on the vehicle. I was concerned about rust due to its age, and was given a tour of the vehicle via FaceTime with the dealer only pointing out a few scratches and small chips that would be expected with a vehicle of its age. Ispecifically inquired in writing about rust, rot, and body repairs around the wheel wells areas due to the installation of aftermarket fender flares. I was told no rust was present by the dealer in writing. Decided to purchase, had some difficulty finding a shipper after several commitments to pick up with cancelations without explanation. I tried to cancel deal as I hadn't yet taken delivery of vehicle and it never left the dealers possession. I was denied by the manager despite my concerns. The vehicle was eventually shipped, and upon arrival, it was clear and obvious that my questions were answered deceptively. The vehicle has rust, rot, and poor body repairs present throughout despite my specific concerns about rust during the discovery process. I contacted the dealer only to be disregarded without any concern for what has occurred. No one will take my call to address the easily proven deceptive statements that this was a low mile well taken care of vehicle. I'm seeking any method for someone within the organization to has willingness to understand the severity of what has taken place and do the right thing to rectify the omissions and falsehoods that took place to trigger a sale. I would have never bought this truck had it been presently honestly and factually or I has seen it in person.

  Business response

  09/22/2024

  In response to the complaint filed by *** ******  *** ***** purchased our 2012 GMC Sierra from us on 9-10-24.  We photographed the truck in our photo studio with extremely bright light in an attempt to be transparent as possible with the vehicle.  We had 51 pictures of the truck on our website.  We took pictures from all angels for our buyers to view.  *** ***** called our dealership and requested a FaceTime call to be given additional looks at the truck and make sure it matched the pictures online.  We were happy to accommodate *** ***** and did this for him.  *** ***** then paid for the vehicle and was having issues with his own shipper and tried calling our dealership to see if he could back out of the sale as a result.  This seemed very odd to us as we've never had a customer try to back out of buying a vehicle with the excuse being his own shipping company is being difficult.  We explained to *** ***** that unfortunately the deal was finalized and we'd turned other buyers away for him during his deposit period so we could not unwind the deal.  He then asked for our assistance with shipping the vehicle so we assisted him.  *** ***** received the vehicle and called us and again said he wanted to cancel the sale and receive his money back.  This time he claimed there was excessive rust on the vehicle.  We politely explained to *** ***** that nearly all midwestern vehicles that are 13 years old are going to have some rust if you crawl up underneath them and check inside hidden areas such as wheel wells, engine compartments, undercarriage, etc...  The truck is exceptionally clean given its age of 13 years and runs and drives excellent.  Please see the attached pictures of how nice the truck looks.  *** ***** has taken pictures up close of hidden areas of the truck that you can't see without laying inside the pickup bed, crawling underneath the truck, etc. which isn't anything he ever requested us to inspect for him.  Some of the damage in Mr. Floyd's pictures is new after the vehicle left our dealership such as the scratch on the back corner of the passenger side tailgate.  You can clearly see that was not present in our pictures.  We also allow all of our customers to take any vehicle to a pre-purchase inspection of their choosing if they desire and welcome them to come to our dealership and inspect it themselves if they have any concerns.  Unfortunately we are unable to issue a refund to *** ***** but we did offer him as a goodwill gesture to help him sell his truck on consignment with us and we will waive the commission fee of 10% as a goodwill gesture.  The vehicle was sold AS-IS NO WARRANTY from our dealership and this was all documented and signed by Mr, Floyd so he clearly knew the terms of the sale at the time of purchase.  If you need anything further, please let us know.  Thank you.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Spent a week asking questions and finalized an agreement. After I went to the bank and did all the paperwork found out they were third party and didn't even have the car. The owner sold it. I wasted my time, pinged my credit, and had to start my search all over again.

  Business response

  08/29/2024

  Unfortunately the vehicle sold to another buyer while *** ***** spent a week working on his financing.  We offer a deposit system where customer's can put down a $500.00 deposit to hold the vehicle for 7 days while they work on their financing, logistics, etc...  This is even available to be done on our website for customers making it as easy as possible.  The deposit insures the vehicle will be held for 7 days for the customer.  Unfortunately, *** ***** did not put down a deposit to hold the vehicle and another buyer purchased the vehicle.  We have over 550 vehicles for sale on our website for *** ***** to choose from and he can reserve any of them online with a deposit.  If you need anything further, please let us know.  Thank you.

  Business response

  09/05/2024

  Here is our description for this particular vehicle that we posted on every website that we advertise including third party websites:
  
  Check out this very nice 2019 Ford Mustang Shelby GT350! This vehicle looks and drives great! It has great options including a 5.2L V8 Engine, Dual Climate Controls, Heated Seats, Ventilated Seats, Navigation, Backup Camera, Bluetooth, Blindspot Assist, Push to Start Air, Oil Separator, Full Front PPF, Resonator Delete Driver Memory, Power Driver and Passenger Seat Controls, Power Locks, Windows, Mirrors, and more! Overall this vehicle is in great shape inside and out! It's priced to sell ASAP! Please show this ad to your sales representative to qualify for this limited-time price. Please note that we are helping a private party sell this vehicle on consignment and do not store it at our location. If you would like to see this vehicle in person, please call 402.991.1112! It's priced to sell ASAP so call ************ now!
  
  It clearly states we are selling this vehicle for on consignment for a private party.  We remove vehicles from our website once we receive confirmation the vehicle is sold and the deal has closed.  Again, the opportunity was on our website to put down a deposit at any point to reserve the vehicle.  Unfortunately another buyer purchased it in the meantime and all vehicles are advertised on a first come first serve basis.  

  Customer response

  09/06/2024

  
  Complaint: 22211322
  
  I am rejecting this response because:

  This is not the ad that was on ******* and yet again - you did not  sell this car to anyone. I didn't lose it to another one of your customers, giving you a deposit would have made no difference whatsoever - the person who owned the car sold it and you didn't check with them to ensure the car was available. The problem and fault existed because of the actions of your business not because I didn't give you a deposit. You seem to fail to understand the problem at hand, and even more so to acknowledge your employee's part it in it. If you can't understand the problem, you certainly can't resolve it. 

  Best of luck with your business. I'll leave the negative reviews posted, continue to advise people not to use "The Internet Car Lot," and add my thoughts to social media and car forums since you continue to place the blame only on me. 

  
  **** *****

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date of purchase 5/31/2024. 2015 Jeep Patriot Sport listed at $5,994. The car was sold and purchased with warranty. The car after 30 days started having a failed alternator & engine is blowing smoke. The car was sold with no oil in the car as well, stated the car went through “rigorous” inspections before being sold, I asked when the last oil changed was performed and they stated before the car was sold. Asked why there was no stickers informing me of when to change oil, they thought I was crazy. Left with no resolution, they refuse to take the car back warranty does not cover half the issues that are wrong with the car. The location refused us to speak to a manager in person and on the phone. Went today 7/29 to attempt to exchange the car but they said with all the issues with the car I would only get 2,500 for it! Test drove a Chevy Sonic and after driving less than 2 miles and turning back to the location that test car was ALSO BLOWING THICK WHITE SMOKE FROM THE ENGINE. The sales rep states “well I’m not a mechanic, but is that a no to the Chevy sonic?” It’s insane to believe that this dealership is selling faulty cars and scamming. They will no provide any assistance when they knew the issues that were wrong. It’s unfair that not even a full 2 months my car is completely failing.

  Business response

  07/30/2024

  Hi, we were able to work with this customer today and resolve their concerns and they told us they will be letting the BBB know they are satisfied as well.  If you need anything further from us, please let us know.  Thank you.

  Customer response

  07/30/2024

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of transaction:03/22/2024 Deposit amount: $500.00 The Internet Car Lot deposit was for holding an uninspected car for sale while it was being repaired. I was interested in 2014 Ford escape. On 3/22/2024 I test drove it and the whole front end was shaking as if the wheel was about to fall off. I turn back around and immediately to it back. I was told the car hasn't been inspected yet. They gave me a $500 holding contract while it was being fixed. The next day I drove 6 more cars and they had and they all had problems. I told ****** that I was not interested in the Ford the next day. I was told to wait until it was fixed and come back and check it out. 8hrs. of messaging back and forth on Monday the 25th. I said I wanted my deposit back via the contract. I was told no, and to just come back and check it out. So my third party mechanic went and inspected it and found to many things wrong. I went back to messages to say No again and ****** hacked my phone and erased our entire 8hr conversation. Next I call my back and told them the situation and they gave me my deposit back. They investigated and did not inform me they need more information and took the $500. back. I sent them pages I am sending you and they put $500 back into my account until further investigation was complete. A month went by and I thought it was done. Then on the day I was leaving for vacation, May 31, they took $500 back out. I called ***** *****, and was told there was no fraudulent activity found and the case was closed, with no warning. In the contract it say's I can get my deposit back for any reason, then it say's I can't get back for any reason. I check all the reason for a refund. Plus I did a foe practice run with their finance department and wasn't approved. (see doc.) That one of the reason for a refund. Contract was for 3/22-3/29. I inspected the car on 3/22 and sign hold contract until fix. 3/23 I wasn't interested in waiting for a broken car. 3/28 Mech.=to many problems.

  Business response

  07/09/2024

  Hi, this customer was for another location of ours which is a completely separate entity/corporation in Iowa.  Regardless, this case was already decided by the bank in our favor based on a complaint filed by the customer.  Please our attached response.  Thank you.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the internet car lot to maybe put my car up for sale through them. High pressure was to sign this contract, but I didn't have my reading glasses so I couldn't read the contract - so I wanted to leave and read the contract before signing. They said they wouldn't list it or take my $150 until I returned with my signed contract. When I came back with the contract Unsigned then they told me that the $150 was non refundable. (the contract is crazy and seemed very one sided) So I decided NOT to have them list my car. While I was there there were several calls about horrible problems with cars that was purchased through The internet car lot - I decided it was NOT a good business and I didn't want them to be a represent my car -

  Business response

  06/14/2024

  In regards to this complaint, there certainly is no "high pressure" involved in choosing to list your vehicle for sale with us.  The customer called us and scheduled an appointment to have her vehicle listed for sale with us on our consignment program.  She was explained the costs and process prior and during the appointment.  We charge a $150.00 up front listing fee that covers our professional photography of the vehicle in our state of the art vehicle photo studio performed by our staff.  The customer paid the listing fee and we performed our services and photographed her vehicle and then she informed us she wanted to "think about selling her vehicle" after the fact.  That is completely fine and she is only out the listing fee as our services were already performed.  As a goodwill gestured, we informed her we will save the photographs on our server for her should she change her mind and want to list her vehicle at a later date.  We can reuse the pictures for her so long as the physical condition of the vehicle stays the same so she wouldn't have to pay the listing fee again.  She also signed the credit card slip which clearly reads "ALL SALES ARE FINAL."  Please understand we have substantial costs with our staff, photography equipment and our vehicle photo studio and we cannot do listings for free.  Thank you.  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business sold me a car that had been a total loss in another state. I find it poor business practice to sell someone a vehicle that had previously been a total loss. I found out about the history of the vehicle when I tried to trade the vehicle in this year. I am unable to sell the vehicle because it is basically worth nothing compared to my car loan. I feel the company knowingly ripped me off.

  Business response

  03/27/2024

  In regards to the complaint filed by **** ******** the vehicle has a clean title and was sold as such.  In Nebraska, our DMV only recognizes clean and salvaged title brands and we disclose them as such per their requirements.  We are happy to provide a quote to purchase the vehicle back or accept it as a trade-in as well.  Please contact our sales team for assistance with this.  Thank you.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told the vehicle would be $9,000. They mentioned warranty was included in the monthly payments. But once I actually went over the paperwork. They charged me an extra $4500. So I went to go cancel it and I was told I have to pay a cancellation of 35%. I’ve only had the vehicle for 10 days. I contacted the extended warranty company. They to me that they do not charge a cancellation fee. With the 14%APR and this insurance they slipped in there. The cost will be over double what I was told it was. Basic bait and switch.

  Business response

  01/23/2024

  In regards to the complaint filed by ***** ******, the warranty cost was fully disclosed to him at the time of the sale.  It was clearly itemized on the purchase contract he signed in 3 places.  Please see the attached signed purchase agreement clearly showing the warranty cost.  In regards to the cancellation fee, this was also clearly disclosed to him at the time of sale.  It is stated on the signed purchase agreement and there is also a signed document that clearly explains the cancellation policy *** ****** signed.  Please see attached.  The APR is based off Mr. Walker's credit profile and the lender provided that and we have no control over that.  It was clearly disclosed in the retail installment contract *** ****** signed as well.  Please see attached.  Absolutely none of this was "slipped in" or was a "bait and switch" as *** ****** claims in his complaint.  It was all clearly disclosed and signed and acknowledged by him at the time of sale.  If you need anything further from us, please let us know.  Thank you.
  
  

  Business response

  01/24/2024

  Please see the attached files.  The purchase contract that is signed in 3 places by ***** clearly shows the service contract price of $3,500.  The price of the vehicle, the price of the service contract, the price of GAP insurance and the total price for everything combined is clearly itemized.  This is no way was not clearly disclosed.  If you need anything further, please let us know.  Thank you.

  Customer response

  01/25/2024

  
  Complaint: ********
  
  I am rejecting this response because: Regardless of signature this was not honest business. Regardless of the itemized pricing on contract. You did not once say beforehand that the cost of these things prior to signing. Making it seem like these things were included in original price of vehicle. Not once did you say this will be a extra $4500!
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  06/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehicle. 48 hours within purchase vehicle was not safe to drive because of drivetrain issues. Took it to get serviced under warranty that I purchased (which shouldn’t have even gone through warranty because of dealer fault) Now it’s been longer time than promise date and bad customer service etiquette. Purchase 5/1/23 Issue reported 5/2/23 Warranty approval 5/30/23 No update on repairs or condition of vehicle status 6/6/23

  Business response

  06/07/2023

  We apologize for the inconvenience.  The vehicle's repair was covered by the warranty company and there is a process of getting the repair approved.  Our team worked as quickly as possible with the warranty to make sure the repair was covered and completed all required discovery for the approval process.  Once the repair is approved, we had to wait on parts.  The repair has been completed and Mr. ******** has been notified.  Thank you.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vehicle purchased on 3/10/23 was stated to have rebuilt title due solely to sitting in a couple of inches of water that didn't reach the floorboards of the vehicle; statement delivered to us while on phone with our bank; immediate issues with performance resulted in a complete flush of the transmission with reports of extensive water damage; recommended to get rid of vehicle ASAP; took vehicle to certified dealer on 4/8 for trade-in; dealer immediately smelled mold in cabin and vehicle check revealed the vehicle endured a hurricane on the West coast; dealer recommended we contact Attorney General to report the misconduct of the seller; call to Internet Car Lot on 4/10 revealed sales people don't know history of vehicles and wouldn't be able to give any advice on rebuilt titles; supervisor Katie refused to listen to my concerns or work toward resolution Had the extensive water damage been revealed when we asked on 3/10, our bank would not have authorized the purchase, nor would we have proceeded with the purchase of the vehicle. Their lack of truth and transparency cost my family thousands of dollars.

  Business response

  04/27/2023

  Please see the attached signed paperwork from the customer.  The first document is the purchase contract they signed which clearly states they purchased the vehicle AS-IS NO WARRANTY from our dealership.  We offered them an optional extended nationwide warranty however they declined the coverage.  You can also see Mr. ********* signature next to the line that says "REBUILT TITLE AND HAS WATER DAMAGE."  The second document is a federal buyer's guide signed by the customer which states he purchased the vehicle AS-IS NO WARRANTY from our dealership.  Again, he was offered an optional extended warranty which covers the transmission that he declined.  The third document is a copy of the title Mr. ******* signed.  Please note the brands on the title that read "REBUILT" and "FLOOD."  We were fully transparent about the history of the vehicle with Mr. ******* prior to his purchase.  He also declined the optional extended warranty that would have covered the transmission.  As a goodwill gesture, we are more than willing to have our service center inspect his vehicle at no charge and offer him a one time discounted repair.  We can also give him a quote on trading the vehicle in for a different car if he would like.  Thank you.
  
  

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: the vehicle has already been traded in and the information given to us was incomplete.  The cabin had mold and hidden water damage whereas the seller specifically stated "the only reason it's a rebuilt title is because it sat in a couple of inches of water that didn't even reach the floorboards."  This information was intentionally misleading, and the seller has been deliberately combative in our direct attempts to resolve the issue.  We're requesting a refund of the difference between the sale of the vehicle and trade-in value we received.
  
  Sincerely,
  
  Ashton *******

  Business response

  04/28/2023

  Our response is still the same.  Thank you. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They talk you into a warranty by saying it just raises your monthly payment just a little but never tell you that it adds ******* to your loan and adds another year of payments. Then when you get your first bill and realize that it's what happened, they will charge you **% fee of the ******* of the warranty. **************************** They will not help you!!!!

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/04) */ Hi, James, our extended warranties are completely optional, but we do highly recommend them because they end up being a very good value for our customers. All cars new and used are guaranteed to break down. It's just a matter of when and what. With today's modern repair costs, just several trips to have repair work done can easily exceed the cost of a warranty. You are welcome to cancel your warranty, if you no longer want it as well. Most customers like the peace of mind, knowing that they have a built-in warranty in their monthly payment so they do not have to come up with cash for any unforeseen repairs. Thank you.

*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. ↩