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Business Profile

Used Car Dealers

The Car House

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 11 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/02/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 brought a car from the car house in Butler on route 23 on February 24 of 2025. The dealership delivered the car to my house asked me to sign papers. I asked to take pictures of the paperwork they refused as well as the numbersthat were on the paperwork is different from the numbers that I got from the finance company. When the car was delivered, I was at work. Finishing work I want to drive the truck which had a dead battery and no gas. I was told that they were gonna deliver a battery within an hour three hours went by no battery. I then had to get new battery because the vehicle that I owned at that time was taken as a trade-in. Fast-forward the check that they gave me for the battery the check that they gave it to the finance company that was for the car I traded in bounced because they close the account I had to go up to the dealership multiple times to get paperwork. Everybody gave me the runaround different paperwork nothing was signed with any the signatures of me or the cosigner. Then I spoke to the new finance company of the new vehicle that I have and the numbers completely different and it went from the truck being sold for 13,000 to me owing $32,000. Again, I had to go out there multiple times and was told a bunch of different things none of the signatures are on actual paperworkor mine or the cosigners. As of yesterday, I talked to who I seem to be the manager of the place and was screamed at. The vehicle that they have for a trade-in payment still is not made so I had to make that payment and they refusing to give methat car back. I had to deal with a lot of stuff and a bunch of fraudulent signatures and fake numbers. A lot of of the paperwork that was given me after I asked multiple times threatened to get a lawyer Was changed and not correct.

  • Initial Complaint

    Date:11/20/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Subject: Complaint Against The Car House Regarding Vehicle Purchase Dear Sir or Madam, I am filing a formal complaint against The Car House concerning my purchase of a 2024 BMW X5 sDrive on November 7, 2024, at 3:42 PM. Complaint Details: Unauthorized Inclusion of GAP Insurance: I was told that GAP insurance was embedded in the car price during financing with Capital One Bank. The contract indicates that GAP insurance is optional, but it was included without my consent. Incorrect Tax Calculation: The taxable amount should be $42,495. An additional $5,000 was improperly added, resulting in being charged double the appropriate tax. Unexplained Additional Charges: After a $10,000 down payment, the financed amount increased to $47,385, which is inaccurate. There is an unexplained $5,000 charge not accounted for in taxes or GAP insurance. Lack of Response from Dealership: Attempts to resolve these issues with Jimmy (salesperson) and Kris Scelba (finance manager) have been ignored. Desired Resolution: Remove the unauthorized GAP insurance and adjust the financing terms accordingly. Correct the tax calculation to reflect the accurate taxable amount of $42,495. Provide a detailed explanation or remove the unexplained $5,000 charge. Prompt communication from The Car House to resolve these issues. I believe these practices are unfair and deceptive. I request the Better Business Bureau's assistance in resolving this matter promptly. Please find attached a copy of the purchase contract for your reference. Thank you for your attention to this complaint. Sincerely, ***** ****** Attachment: Copy of Purchase Contract. I could not attach all the paperwork. I can email upon request as file is too big.

  • Initial Complaint

    Date:10/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    DATE OF TRANSACTION WAS MARCH 15TH, 2024. THE CAR WAS BOUGHT FROM THE DEALERSHIP WHO SAID I HAD A 30 DAYS WARRANTY FROM THEM, THE CAR LOST POWER AND STARTED SMOKING 2 WEEK AFTER. I LIVE IN NY, SO I CALLED THEM AND THEY INTRUCTED ME TO BRING THE CAR THIER SHOP WHICH I DID. THE MECHANIC SAID HE NEEDED TO SEE THE SMOKE HIMSELF. I TRY AGAIN AND THEY TOLD TO BRING THE CAR TO JDM IN NEW JERSEY. MY CAR WAS THERE SINCE 04/29/2024. THEY TOLD ME IT WASTURBO AND OIL RING AND NOTHING WAS DONE. I PICKED UP THE CAR ON SEPTEMBER 12, 2024 AND THE CAR IS THE SAME.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 March of 2024 I purchased a vehicle from this dealer. I also traded in my previous vehicle to the dealer and they were responsible for the payoff of the vehicle because of the trade in value. 6 months later on September 18 2024 I receive a call from the finance company the vehicle I traded in was being financed through, saying the dealer sent in a check that was refunded due to insufficient funds and the vehicle is still not paid off. Since then the vehicle has been charged off to me as bad debt and I now have an almost $12,000 charge off on my credit report which caused my credit score to drop. The finance company from the vehicle I traded in told me they spoke to their finance manager “Chris” and he simply said come up the vehicle (repossession) which the finance company wanted to make me aware of because that would then make me financially responsible for the vehicle after it was traded in. I have legal contract agreements from the dealer stating that the car was traded in, the value of the trade in and when it was traded in.

  • Initial Complaint

    Date:07/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased a “2018 Honda Accord Sport” on April 12, 2024 from “The Car House”. However, I have yet to receive my car title, even after persistently asking for months. After the initial purchase date, they stated they would mail me my car title by next week, however they kept postponing and would keep quoting they would send it out by the next week. After weeks and weeks of hearing the same thing, it turned to months.

  • Initial Complaint

    Date:07/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Returned Car Vehicle back to dealership and was promised full refund back (of the deposit). The manager then proceeded to give me the run around for about 2-3 weeks then finally made up an excuse that he been waiting months for the car back and how he kept calling me. All lies, the vehicle was returned the next available day they were open and since then I’ve been the one calling all this time. He also said I never called to let them know I was returning, and of course I did. I asked them if there was anything I needed to do about this they said no. I really don’t want to make this such a big deal I just want my money back and now they are saying the higher ups are not happy they’ve been waiting months for the car and how they were not informed so they won’t give me my money back. Also, I didn’t receive the deposit back day that vehicle was returned because he said there was something he needed to do at the office do make sure everything was fine and that I would receive a call from them and they will send the deposit through check. I have video evidence of this I can provide if neeeded.

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 car from him. It was a lemon. The engine seized after six months. No one that the car had problems prior now Im in debt now Im filing bankruptcy because of this car dealership.

  • Initial Complaint

    Date:05/28/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 May 17th, The Car House and I (Firlian M, initiated business concerning a black 2022 SUV Hyundai Santa Fe. Javier (Salesman) was the sales man who was conducting the sale of the vehicle. We talked on the phone through text messages mostly and then had some voice calls and video calls (two). The vehicle was at a price of $24,995. On the photos, I saw a dent and some scratches but Javier explained to me that there was no dent or scratches on the vehicle, he said that it looks like it because is a black car so he called me on video to show me (1st video call). The Car House asked me for a security deposit of $2000 to be sent to a personal account who Javier explained was the dealership owner whose name is Mohammad A. So I sent Mr. A.  $2000 via Zelle (supposing everything was as accorded). My broker offered to do the car registration (here in MA) so he needed information about the vehicle but The Car House was refusing to send any information (they told me that they would send information after receiving the $2000 security deposit but they refused to. Then said I needed to send the full payment in order for them to send information). I called back Javier and explained that as a buyer, I would not buy a vehicle without having the full information concerning reports, pictures, seeing the vehicle, etc. So Javier called me back on video (2nd video) to show me the car and talked to his manager and finance manager about the situation for which they agreed to send info to my broker. After seeing the 2nd video I noticed a big scratch on the front driver's side going down to the fender (on the first video that didn't show). On that point and after they refusing to fix the car, I asked for my money back as I didn't feel comfortable any more to proceed. They told me later that they sent the car to the shop and again, asking for full payment. They are refusing to pay me back and are forcing me to buy the car. I just want my funds back as the car is not as expected.

  • Initial Complaint

    Date:05/08/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    was sold a car with a broken oil pan causing the engine to go bad. was only offered a 30 day warranty. this was outside of the 30 days so they are telling me they wouldn’t be able to do anything regardless.

  • Initial Complaint

    Date:08/09/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 March 25th 2023, I purchased a 2007 ****** FJ Cruiser from The Car House, they offered me what's called the ************* Policy that would cover the cost of repair for any transmission related issues I may come across-policy# GSAN00187023 1 year/12K miles.A few weeks later, I had an issue with the vehicle a month after purchase , but when I tried to use the policy but was told it wasn't active due to lack of payment.i called car house, and told them the situation, i was told that they would handle it, they did not.on July 14, 2023 i get a cancellation letter from *************. i called, wrote emails to car house, nothing happened, i called the policy on 8/9/23, they told me it was cancelled to lack of payment.the issue becomes where did the money i gave them go? I exhausted all avenues to try to get an answer, when I called Car House, they claimed the payment was made under another dealership they own.I am at my **** end, I have all the emails I sent and the phone calls I made, I am looking for them to give me my money back.

The Car House is NOT a BBB Accredited Business.

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