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:12/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 proven to have flood damaged caused by flooding at dealership not reported on carfax

• Initial Complaint

  Date:10/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep concern and disappointment regarding my recent purchase of a 2015 BMW X1 from Project One in July 2024. I fully understand that this is a used vehicle and I anticipated performing maintenance over time. However, I did not expect to encounter significant issues immediately after purchase. Upon driving the car within a few days to a week, while driving on the highway, the car began smoking and came to a complete stop, putting my two daughters and me at great risk due to ongoing traffic. This incident was not only a severe safety concern, but also a traumatic experience for my daughters and me, as we were stranded on the side of the highway for five hours throughout the night, waiting for two tow trucks. When I returned the car to the dealership, a used part from a donor vehicle was installed. Despite this, the car continues to emit a fuel smell, and grime is pouring out of the converter. It is now October, and I have made multiple attempts to schedule an appointment, but have received no response. I have thoroughly reviewed the used car warranty and the documentation provided on taking Project One to litigation. The car was not sold "as is", but as a used vehicle, and my trade-in car was worth more than this 2015 BMW X1. While I am capable of affording the maintenance of a used car, the extent of the immediate repairs required is unacceptable. Thus far, I have had to fix the front wheels, struts, shocks, and all four tires due to knocking and hazard while driving. Additionally, the car now has a coolant leak, transmission failure, and oil leak. I understand that purchasing a used car entails certain maintenance responsibilities. However, selling a lemon car with a damaged catalytic converter, transmission, timing chain, and fuel sensors, along with major leaks, is not acceptable. A used car that has been fully serviced should be reliable for at least a year before requiring significant maintenance.

  Business Response

  Date: 11/22/2024

  We provide a 30 day powertrain warranty that covers the engine and transmission.  It sounds like those items were covered.  I noticed you also purchased a Alpha Warranty that covers the powertrain for 3 years ****** miles.  Did you contact Alpha for the transmission issue and other items?

• Initial Complaint

  Date:07/25/2024

  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 car in March. They have not provided the *** with a title. They have lied, refused to offer any resolution to the issue, refused to allow me to speak to a manager, hung up, not returned calls. I called Capitol One, my Lienholder and they have also filed a complaint. The company hasnt transferred the Lein and hasnt responded to them either.

  Business Response

  Date: 08/06/2024

  The title has already been delivered to the customer.

• Initial Complaint

  Date:06/29/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 put 3000 dollars deposit on used car for my daughter the next day of the purchase the car had to many problems I called the dealership for refund They refused I asked for repairs they don't want So I started spent money on the car fixing for my daughter to get to work safety

  Business Response

  Date: 07/05/2024

  We provide a 30 day powertrain warranty that covers the engine and transmission.  The customer is welcome to bring the vehicle to the dealership for any powertrain related issues.

  Customer Answer

  Date: 07/05/2024

  
  Complaint: 21920324
  
  I am rejecting this response because:
  The next day of the purchase I been trying to get this issues resolved but no response next day of the purchased try to get my money back no response 3 weeks been trying

  now I spent too much money on the car for my daughter to drive safely after over one month I got played now this is the response I got 

  Warranty doesn't cover the issues of the jeep 

  Ask the 2 dealership I took it to 

  **** ****** dealership Torrington ct 

  Jeep canton ct  ************;

  
  
  Regards,
  
  *********************************

  Business Response

  Date: 07/16/2024

  The customer was provided a 30 day warranty related to the engine and transmission.  The repairs the customer is asking for are not covered by the warranty.  We can help the customer get the repairs done for less if he brings in the vehicle for service.

  Customer Answer

  Date: 08/07/2024

  
  Complaint: 21920324
  
  I am rejecting this response because:
  I been played 3 times taking the car to the dealership nothing done just wasting time from 9 am till 5 pm

  It's a shame playing customers like this

  the second day of the purchase you refused fixing or money back 

  I took it to jeep dealership to be fixed and spend money on it

  now you asking for me to drive back 3 hours to your dealership for the same thing it's ridiculous 

  I need my repaired money back 

  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 purchase a used vehicle from Project One on 4/2/24. I did not want to deal with a private party sale, and opted for a dealer that would help me establish a loan and deal with the registration of the vehicle. My temporary tag expired on 5/1, and the dealer has been unwilling/unable of providing me a resolution to the issue.I have called at least a dozen times, been kept on hold for over 30 minutes at times, and have been clearly lied to on multiple occasions.Your survey asked about this having a criminal acts, I am not really sure, this seems very much like fraud. I paid them a large sum of money to deal with the titling services and they have been unable to comply within a reasonable period of time.I am presently dealing with a salesman by the name of ******, the latest story is the woman who was handling the *** issues has left the company and they are training new staff to fill the role. The woman who they claim quit name was originally referred to me a *****, but ****** is now call her ****.I have a vehicle in my driveway which is unregistered, illegal to drive on the road, and I am both making car payments on and paying insurance. I fear I will have the car impounded if I take it out, and then I will be charged impound fees until such a point when I can supply a valid registration and tag. At present obtaining a valid registration and tag seems impossible.

  Business Response

  Date: 05/15/2024

  Hi *****, we are processing your plates and registration and the ** DMV and they should be ready this week.  You can still drive your car with an expired temporary plate.  The worst case scenario is a expired registration ticket and we will reimburse you.  The main holdup is actually the ** MVC.  Please call my cell if this continues to be an issue - ************.  Sorry for the inconvenience.

   

  ***

  Customer Answer

  Date: 05/15/2024

  
  Complaint: 21710164
  
  I am rejecting this response because: I have been blatantly lied to by every party I have spoken with at this organization. I called the *** today and they have no records of registration paperwork being filed at their organization. The car was purchased on 4/2/24, it is now 5/15/24.

  I have spoken to two separate law enforcement officers, and have been told the car risks being impounded if I am pulled over and the car has not been registered.

  Regards,
  
  *********************

  Business Response

  Date: 05/15/2024

  I will follow up on your plates - they are at the ** MVC.

  Customer Answer

  Date: 05/16/2024

  I have been told this same statement on multiple occasions, by multiple parties from this business. My last communications with the *** indicated no paperwork has been filed on my behalf for the vehicle in question, that was less than 24 hours ago.

  
  Complaint: 21710164
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/05/2024

  Type:Order 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.

  On March 8, 2024 my husband purchased a 2013 Mini ****** ********** for my 17 year old daughter from Project One Auto in ************. Since the purchase, they have not been responding with any information as to when we should anticipate receiving the PA plates (We live in **) and PA registration. The temporary registration runs out tomorrow. We have tried multiple ways to contact them (email, text, phonecall, voicemail, ******** message). They are 3 hours away and my Dad is not in good enough condition currently to be that far away from him. Amount paid - ***** down payment and loan of approximately $8000.00

  Business Response

  Date: 05/15/2024

  You should have received your plates and registration already.  If not please call the dealership or *** at ************.  The plates and registration were delayed at the ************ DMV and our third party agency works as fast as possible to process the plates.  You can drive with an expired temporary tag - the worst case scenario is an expired registration ticket which we can reimburse you for.

• Initial Complaint

  Date:03/20/2024

  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 vehicle and the extended warranty and iam unable to obtain information for the warranty company and they will not provide it

  Business Response

  Date: 03/21/2024

  Attn *****************************,

  We are sorry to hear that you are are having this issue, please contact us at your earliest convenience so we can assist in resolving your concerns.

  Thanks

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

• Initial Complaint

  Date:10/31/2022

  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.

  The dealership promised me a second key for my car. I had to go to a nearby ** dealer to have a second key made for my vehicle. The cost was to be covered by Project One. I had to pay out of pocket as no arrangements were made for payment ahead of time. Project one arranged for a partial refund from the ** dealership and said they would give me the rest of the money. It has been a month and not a ***** was given to me. Also, Project One canceled my extended warranty on my trade in and was given my refund for the unused portion. This money has also not been given to me even though they cashed the check a month ago.

  Business Response

  Date: 11/16/2022

  Good Day **************,

  As we have shared with you numerous times on the phone the refund was issued along with the reimbursement that was not correctly applied when supplied the additional key for you earlier this year. We canceled the initial check you did not receive and offered to send you an additional check, or to send the reimbursement via zelle online so there would be no missed check. We appreciate your patience and have been following up on this matter as quickly as we reasonably can considering the original refunds were from a 3rd party that is not our company.

  We look forward to resolving this matter as quickly as possible!

• Initial Complaint

  Date:07/20/2022

  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 went to this dealership on about October 18th 2022 to purchase a car. As Im doing the financial part of the transaction the parts managers notified me that the passenger headlight bulb is out and he sent someone to purchase one and he will have it installed by the time I leave their dealership. He put the bulb in and no luck. The headlamp was still not functioning. He tells me to bring it in that he found out it was the module. I bring it back 1 week later and the module was not in so I had to come back again. I came back and this time he tells me they ordered the wrong module and they ordered the module for the drivers side headlamp. Next time I went in which was a month later they supposedly ordered the correct one and the headlamp still was not functioning. Meanwhile the only feature that worked on either l headlamp the entire time was the low beam. The *** nor the cornering lamps functioned. I told him this and their excuse was that more than likely since the passenger lamp was out this in turn affected the drivers side. Which I know for a fact its not true. I didnt want to argue with them so that this process could be over and done with as soon as possible. Also note that communication was little to none on their part. I constantly had to be the one that always called to see what the status was. So I had to come back yet again. Now were about 5 months in and the headlamp they ordered was still not in. When they finally got the headlamp in the only thing that functioned was the low beam. I told them that and they told me bring it back. At this point I suggested that we just send it to the actual ********** dealership and have them do a diagnostic check. Come to find out ********** told me the reason is that the headlamps are aftermarket so the module is not reading the lights and thats the reason the *** & cornering lights do not work. We are now 9 months in and nothing has been done nor have I even received a call. Its always a different excuse

  Business Response

  Date: 07/22/2022

  Good Day,

  Please provide the information from our dealership stating that we were responsible for repairing the issue with your headlights. Our standard warranty does not include headlights or anything beyond the powertrain of the vehicle so I need that information to assist you in researching your concern as you mentioned it has been a long time since your purchase. Please upload that documentation and we will begin researching your complaint.
  

  Kind Regards,
  

  ****

  Customer Answer

  Date: 07/25/2022

  
  

  This is NOT a warrantee issue so lets not make it that The headlight NEVER worked from when I left the dealership on the day of purchase. And as per ***** the parts manager which I was dealing with up until a few weeks ago I was instructed to return to the dealership various times to resolve the headlight issue Everytime was a different excuse. ***** even sent me to the actual ********** dealership to get a diagnostic test. Which your dealership paid for. So that alone is an acknowledgment of them being responsible from the very first day. Again  the headlight did not work from the day I purchased it and yes ***** also **** knows this. So do not attempt to now go the route of a warrantee and turn this into a warrantee issue  This is NOT a warrantee issue. This was a non functioning headlight from the day of purchase which ***** made me come back and promise to fix. 

  
  

   

  Business Response

  Date: 08/02/2022

  Good Day,

  Our dealership sold this customer a vehicle with the primary function of the headlights (turn signals/high beams/low beams) all functioning at the point of sale. The customer later noticed a message on the dashboard indicating a light bulb in the headlight was out, and our dealership replaced it with a new bulb. However, that did not make the message go away on the dashboard. Not being a ** dealership, we attempted to replace the entire headlight for the customer, which resulted in the same error. After having the vehicle diagnosed by **, we were informed that these were "upgraded" headlights, meaning they have functions that are not designed for this vehicle. As a result we have shared with the customer that the lights on the dashboard will not go away until the headlights are returned to stock, which we have attempted to supply to him. We have no further options to assist him as the headlights the vehicle was originally sold with are not compatible with his vehicle per the ** dealership.

  We hope this helps clarify any further concerns or questions.

  Customer Answer

  Date: 08/03/2022

  
  Complaint: 17597426
  
  I am rejecting this response because:First of all I love how you tried to spin the narrative in the previous response to a warranty issue and now all of a sudden its a totally different story. Lets get this clear, the vehicle from the day of sale had non functioning headlamps on the passenger side of the car. While I was still doing the financial paperwork for the loan ***** came into the office and notified me and my cosigner (which he can testify to) that he just sent an employee to purchase a lightbulb and should be installed by the time we finished the paperwork with the finance manager. So there goes your theory of I purchased the car and came back later after noticing an error message. Ask ***** your parts manager. If hes an honest person he will tell you the same. If he chooses to side with his employer for obvious reasons,  my co-signer will email the BBB and give a sworn or notarized statement to exactly what I stated. That statement by ***** of he just sent someone out to purchase and install the lightbulb was said to myself & my co-signer while we were waiting for a loan approval on the day of purchase. So please spare me the new narrative. I even told ***** I wasnt expecting brand new OEM headlamps. All I wanted was functioning and correct headlamps. I was willing to meet you halfway. All I got was excuses, no contact, and unacceptable customer service.. I even paid for the ** diagnostic test out of my own pocket which you reimbursed me for. So why would you pay for a diagnostic test which cost almost $200 if you bore no responsibility? That further should show the BBB that this was an ongoing problem from day one 
  
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/05/2022

  Good Evening ****,

  I think you may be confusing what we were saying. Let me bullet point this to make it super clear:

  - The high beams/low beams and turn signals work and have always worked on your VW you purchased from our dealership last year.

  - The "cornering or other advanced features" have not worked.

  - The headlights for any of our cars are not under any warranty our dealership provided to you or any of our customers.

  - Our dealership was confused, we are not a VW dealership, and believed a bulb needed to be replaced but that did not fix the issue.

  - We then assumed maybe there was a wiring issue. Our shop and an electrical expert nearby that we use regularly could not find an electrical issue.

  - We then purchased the EXACT same headlight and installed it and THE SAME ISSUE WAS HAPPENING :(

  - You then took the car to VW and they said these are not the factory headlights, the are upgraded for a higher model that is not what you actually purchased.

  - Our dealership then offered to order you the actual correct headlights for you vehicle which WILL NOT have the "advanced features" that did not work before. They will NOT be in the replacement headlights at all.

  - Our dealership ordered them and are waiting for them to arrive. We do NOT know when that will happen, but we are hopeful it will be soon! It takes time to get parts when they are 10+ years old.

  I hope that helps clarify, if you complete the intake form through this forum our dealership can't tell who is actually contacting us which was the initial confusion!

  Customer Answer

  Date: 08/11/2022

  
  Complaint: 17597426
  
  I am rejecting this response because:I will make it super clearer 

  - from the day of purchase (while doing the financial paperwork) the low beam on the passenger side of my car DID NOT work period! It is the reason ***** sent an employee from the garage to purchase a bulb thinking that was the issue. It wasnt.. so I had to come back several times to no avail 

  - my last visit which was 2 months ago in which as usual I had to pop up unannounced because theres never ANY communication from ANYONE at this dealership, ***** told me he was waiting on one headlamp because out of the 2 he ordered only one was delivered so which is it? You have to ordered them? Or ***** is waiting on one headlamp? Seems like the confusion is on your end. 
  - Just so were clear and to clear up another one of your confusions, you stated it is difficult to obtain car parts that are 10+ years old Only thing is my car is a 2016 ********** CC so that would make my vehicle only 6 years old so spare me the additional excuses. Why would you have me come back over and over again at least a dozen times  for almost an entire year and give me nothing but excuses

  -At this point, Ive already reached out to a local news outlet and explained my situation. The producer of ****7 On Your Side has reached out and is interested in reporting this story. What I will do is give you yet another opportunity as I have the past 9 to make this right. My name is ***************************** since you were asking who I am. **** knows me well and so does **********;
  Lets make this happen sooner than later. Its been 9 months that Ive been dealing with aggravation and excuses. 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/17/2022

  Good Morning,

  Thanks for clarifying, there is no confusion on our end anymore. Our dealership as well as a separate VW dealership have told you that the headlights you originally received are for a higher trim model that has more options than the 2013 VW you purchased. As a result, the high beams/low beams and turn signals will be the only functions that works. As that is what the headlights are for anyway, we believe that is reasonable. As a curtesy to you, we have purchased the stock OEM headlights and are waiting for them to arrive. You may be correct that one of them has arrived, however since they are coming from *******, we are not given any timeframe for when they will show up. We hope this provides the clarity you requested. 

  Customer Answer

  Date: 08/17/2022

  
  Complaint: 17597426
  
  I am rejecting this response because:
  Please make you double check the *** number for my vehicle and lets make sure were talking about the same vehicle because you keep mentioning my car is almost 10 years old from my understanding my vehicle is a 2016and if for some reason you had me purchasing a 2013 ********** CC but was advertised as a 2016 on Car Gurus, and  also the year 2016 is what is on my signed buyers contract from your dealership,  we would have a whole set of newer legal problems that would have nothing to do with parts So yea the confusion is DEFINITELY on your end yet again

  if I am to accept your same excuse of waiting for parts etc we need to expedite this because though I understand you had to order it and its coming from wherever youre stating theyre coming from, understand Ive been dealing with the same runaround since October of 2021 so my frustration with your incompetency, unprofessionalism, and excuses are at a tipping point 
  
  
  Regards,
  
  *****************************

  Business Response

  Date: 08/30/2022

  Good Afternoon,
  
  The VIN# of the vehicle we have on file is *****************. As you shared, it was close to a year ago so we don't have paper documents on hand to review. VW and all other new car manufacturers are currently selling 2023 vehicles and beginning production of **** model year vehicles. You purchased a ****************************************************** the US. So we placed the order, along with other dealers that we presume is coming from ******* or somewhere else in Europe. As we shared in earlier messages, when parts are arriving from overseas, we don't have any way of tracking or getting updates, other than contacting the US representative and finding out if they have any updates. We will re-double our efforts and try to have an update for you after the upcoming holiday!

  Thank you for your time and have a great day!

  Customer Answer

  Date: 08/31/2022

  
  Complaint: 17597426
  
  I am rejecting this response because:
  Funny because I spoke to my local VW dealership where I get my VW serviced at and they told me thats nonsense that there are no parts available here in the US for my ************************************************************************************************************ the US This is  the dealership that YOU work with ***********************. Maybe you shouldve checked with the dealership you work with before ordering overseas in any case anything ordered from anywhere from any company ALWAYS has a delivery date or at least a projected date Pretty hard to believe your company would order something from someone, pay them without getting g a delivery date. To me its just another case of your delay tactic which youve been doing for 10 months. Always blaming the shipping etc call *********************** and theyll get the lights within a timely manner and install them as well lets get this nightmare over with. Ive been patient enough and Ive run out of it to be honest. My next step will be airing this nightmare on ******************* thru their investigative news ***** So enough with the runaround and lets end this  
  
  
  Regards,
  
  *****************************