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:08/22/2024

  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.

  So Ive been asking about the price of my CarNote and they keep lying saying they dont know I also asked them how much is the rest of my car payment they lied to me with 2 different prices they went from 10k to 13k all I want from them is to email me or mail me my documents saying how much my CarNote is

  Business Response

  Date: 08/22/2024

  We are not her finance company!!!  She is reaching out to the wrong company.  The company that financed her vehicle is called ************** and she needs to contact them. We have no affiliation with them. We tried to assist and reached out to them to help but obviously being in the middle something is getting mixed up. BHFC purchased the contract and they are who she would make payments to or owe for the vehicle. 

  Customer Answer

  Date: 08/23/2024

   
  
  

   

   

  Im not even asking for the payment amount Im asking for my Car Note price I already got the price for my car payment from BHFC it just doesnt add up and Im pretty sure you guys CarPros lied about my Car Note you are the ones who gave me the papers and your calling me a she when you know Im a he your very unprofessional and I feel like you guys are being homophobic me being gay is very noticeable so you guys calling me a she when you know for a fact Im a he is very unprofessionalthis is the last time trying with you guys the next step will to sue you guys.

   

   

  Complaint: 22182445
  
  I am rejecting this response because:
  
  Sincerely,
  
  Quajon Bradford

  Business Response

  Date: 08/23/2024

  I apologize for typing "she", my sister in law's name is ******* so I just assumed and that was my mistake. I have never met you in person or spoke to you personally so I have no idea if you are gay or straight, short or tall etc.. I have no idea what you are talking about when you say you are not asking for your payment amount but you want to know your "CAR NOTE PRICE"?? Are those not the exact same thing? No matter what it is though I do not have that information, your finance company was BHFC and your contract was given to them so we no longer have access to that information. If it is your monthly payment you are trying to get you need to get that from your bank BHFC, if you are trying to get the total amount you owe you need to get that from your bank BHFC, If you are trying to get due dates or way to pay you need to get that from your bank which is BHFC. The only information I still have is your name, date of purchase 12/1/2023, 2017 ****** Altima, and your phone number. Anything more than that I no longer have because everything was given to BHFC because they were carrying your loan.

• Initial Complaint

  Date:08/07/2024

  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.

  Dealership sold a vehicle without disclosing mechanical issues. They refuse to provide documentation verifying the repairs which they claimed was not under warranty. Had to take the care back due to continuous issues after having my vehicle for 1 month. Now theyre holding my car as collateral after the car they loaned me was stolen, even though a police report was filed. One of the salesmen told me to pay for the vehicle that was stolen before he releases my vehicle. So now Im paying car note and insurance on a vehicle theyre refusing to release not to mention charging me $600 for repairs that they arent willing to provide documentation stating exactly what was repaired.

  Business Response

  Date: 08/15/2024

       Customer purchased a vehicle that was in good running condition that passed inspection with no issues. She drove vehicle for a couple months and a few thousand miles and said the vehicle was overheating. We provided her with a loaner vehicle and after inspection the issue was not under any warranty and called her to notify the issue. She agreed to the work order and authorized us to perform the work. Vehicle was repaired and test driven and issue was handled and she picked up the vehicle. At the time of her picking it up there was a work order with all the work performed attached to her key. About a month later the customer returned and said oil was leaking and her car was smoking badly. Once again we provided her with a loaner vehicle while we diagnosed her vehicle. We quickly diagnosed it and it was a simple O ring that needed to be replaced and it was repaired immediately at no charge to customer. On 8/2/2024 Customer called me yelling at me that the loaner vehicle we provided for her was stolen and I need to give her another loaner vehicle. I explained to her that the "loaner license plate" was on that vehicle and we can not loan her another vehicle until we got another loaner license plate but that did not matter because her vehicle was available to be picked up. I explained to her that she needed to call the police and report the vehicle stolen and to bring us the police report and the past due amount owed to pick up her vehicle. After waiting all day she still had not reported it stolen so I left the office and went to the police station to report it myself. The customer did not come to pick up her vehicle for a couple days and when she did show up I had already left for the day and she spoke to one of the salesmen. Since I already spoke to her personally and told her directly to bring the money owed and key to the stolen vehicle (no longer needed police report because I did it myself) and all my employees knew also to take the key and the money and release the vehicle it should have been an easy transaction. The customer asked for the bill and my salesman explained it was only an O ring that cost $1.29 so there is no charge to her for this repair. She demanded he provide the repair order from the previous work done and he said he does not have access to past work done and that she would have got that when she picked it up the first time and if she needed another copy of that work she would need to come back when I am here and I could get her a copy. Since she was not able to get a copy immediately she refused to pay the past due balance that was previously owed so her vehicle was not released to her. The next morning I immediately pulled her file and made another copy of work previously done and had it ready for her. She arrived a couple days later and took the copy and paid the balance and the transaction was completed.

       At time of purchase the customer signed a form acknowledging we do not provide loaner vehicles, she also signed a form stating what is covered under warranty. We broke our policy and provided her with a loaner vehicle as a courtesy, we broke our policy and assisted with the repair work as a courtesy since we were not required to under any warranty. Next occasion we broke our policy again and provided another loaner vehicle as a courtesy and repaired the vehicle at no charge to her, although the part was cheap the mechanic still had 2 hours of labor into it. For trying to help a customer in need we have now lost a $15,000.00 vehicle that was stolen and lost money on repair work. I am not sure what I could have done different besides just tell her we could not help her the moment she showed up with the first issue.

       The customer has her vehicle, has another copy of the repair order performed so I feel this complaint has been solved.

  Customer Answer

  Date: 08/16/2024

  The salesperson was very rude and hes not being truthful. They sold us a vehicle that required a significant amount of repairs. If was our negligence for being gullible and thinking we could trust this dealership. We should have taken the vehicle to be inspected after the purchase was completed. Most of the details included are correct but the salesperson we were speaking to was very rude. The first time we send the vehicle back it stayed in the shop for more than 30 days. Everytime we called they were short and brief with the updates which caused lots of frustration on our end. As far as the police report, we contacted the police and they came to my home 30 mins after. We were informed that someone from the dealership came down to the police station and filed a report already so our report wasnt needed. We informed the dealership that our personal items were taken with the vehicle which wasnt included in the police report. We obtained our own copy of the police report after asking the dealership several times for a copy and was ignored. Id like to mention after reading the police report it states the vehicle was retrieved so it seems the dealership is continuing to fabricate the story. He also stated in the report he called several time but I dont answer. I would be willing to provide a calling log that will show no missed calls from this dealership. I can also provide a copy of the police report we paid for to retrieve a copy. Not to mention theyve always been able to reach me whether it was by phone or text in regards to the vehicle which I stated was limited. The vehicle stayed at the dealership for 3 days as we informed the dealership we were contacting our attorney for legal advice after the salesperson demanded payment but couldnt provide an invoice of the repairs. He also demanded we pay him for the vehicle that was stolen before he would hand over our vehicle which he kept the keys to our vehicle in his hands. To avoid altercation I instructed my daughter to leave with me.  After he stood up and told me to go call my lawyer.

  Customer Answer

  Date: 08/16/2024

  The salesperson was very rude and hes not being truthful. They sold us a vehicle that required a significant amount of repairs. If was our negligence for being gullible and thinking we could trust this dealership. We should have taken the vehicle to be inspected after the purchase was completed. Most of the details included are correct but the salesperson we were speaking to was very rude. The first time we send the vehicle back it stayed in the shop for more than 30 days. Everytime we called they were short and brief with the updates which caused lots of frustration on our end. As far as the police report, we contacted the police and they came to my home 30 mins after. We were informed that someone from the dealership came down to the police station and filed a report already so our report wasnt needed. We informed the dealership that our personal items were taken with the vehicle which wasnt included in the police report. We obtained our own copy of the police report after asking the dealership several times for a copy and was ignored. Id like to mention after reading the police report it states the vehicle was retrieved so it seems the dealership is continuing to fabricate the story. He also stated in the report he called several time but I dont answer. I would be willing to provide a calling log that will show no missed calls from this dealership. I can also provide a copy of the police report we paid for to retrieve a copy. Not to mention theyve always been able to reach me whether it was by phone or text in regards to the vehicle which I stated was limited. The vehicle stayed at the dealership for 3 days as we informed the dealership we were contacting our attorney for legal advice after the salesperson demanded payment but couldnt provide an invoice of the repairs. He also demanded we pay him for the vehicle that was stolen before he would hand over our vehicle which he kept the keys to our vehicle in his hands. To avoid altercation I instructed my daughter to leave with me.  After he stood up and told me to go call my lawyer.

  Customer Answer

  Date: 08/16/2024

  The dealer ship and the sales person is not being completely honest. As far as the police report after informing the dealership that the vehicle was stolen, we contacted the police. The police showed at my home 30 minutes later, but stated that there was no need to take our report as someone from the dealership had already went down to the police station to file a report. We asked for the police report when we went back to the dealership to retrieve our vehicle and which They provide. The sales person at that time was very rude and demanded payment, but was not able to offer us an invoice that describe the repairs that were done previously the first time as well as what was fixed the second time. Id like to mention that we take responsibility for being gullible and not having the vehicle inspected after purchasing it as there was significant  Issues with the vehicle. The dealership was honest when he states that the repairs were completed, but it took the more than 30 days with limited contact and updates. The dealership was not honest when he stated in the police report he contacted me several times, but I was unresponsive.  Provide call logs that will show no missed calls from the dealership as well as highlighting. The fact that the dealer was able to reach me anytime they needed to correspond via telephone or text. After we obtain our own police report, we identified that the dealership was again untruthful. The dealer did not mention any of our personal property that was also in the vehicle. The police report also states that the vehicle was retrieved . The vehicle was left at the dealership for three days after we attempted to retrieve the vehicle and the sales person us that he will not be handing over the keys as he kept them in his hands and told us we will pay him for the vehicle that was stolen. I am the sales person that I would seek legal advice  in which he told me to go get my lawyer. The sales person continue to hold the keys in his hand as we stated upon our arrival that we was there to pay the remaining balance of the repairs as long as we were able to receive the itemized statement and . I instructed my daughter who was also with me to the dealership to prevent the situation from escalating. The sales person was very rude and did not conduct his self professionally. I will provide copies of my calling log and the police report which we paid for to retrieve to prove that the dealer ship and or sales person is not being truthful.

  Customer Answer

  Date: 08/16/2024

  Im sending a link with the texts and call logs. Theres too many screenshots to send.

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

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22102853
  
  I am rejecting this response because:

  The salesperson was very rude and hes not being truthful. They sold us a vehicle that required a significant amount of repairs. If was our negligence for being gullible and thinking we could trust this dealership. We should have taken the vehicle to be inspected after the purchase was completed. Most of the details included are correct but the salesperson we were speaking to was very rude. The first time we send the vehicle back it stayed in the shop for more than 30 days. Everytime we called they were short and brief with the updates which caused lots of frustration on our end. As far as the police report, we contacted the police and they came to my home 30 mins after. We were informed that someone from the dealership came down to the police station and filed a report already so our report wasnt needed. We informed the dealership that our personal items were taken with the vehicle which wasnt included in the police report. We obtained our own copy of the police report after asking the dealership several times for a copy and was ignored. Id like to mention after reading the police report it states the vehicle was retrieved so it seems the dealership is continuing to fabricate the story. He also stated in the report he called several time but I dont answer. I would be willing to provide a calling log that will show no missed calls from this dealership. I can also provide a copy of the police report we paid for to retrieve a copy. Not to mention theyve always been able to reach me whether it was by phone or text in regards to the vehicle which I stated was limited. The vehicle stayed at the dealership for 3 days as we informed the dealership we were contacting our attorney for legal advice after the salesperson demanded payment but couldnt provide an invoice of the repairs. He also demanded we pay him for the vehicle that was stolen before he would hand over our vehicle which he kept the keys to our vehicle in his hands. To avoid altercation I instructed my daughter to leave with me.  After he stood up and told me to go call my lawyer.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/20/2024

  I am not sure what else to say that was not in my last message. The customer was provided with a detailed work order when she picked up her vehicle the first time. After that work was done and the ticket was closed out it gets filed away. When the customer came back the second time with a completely different issue we did the repair at no charge because it was simply a $1.29 O ring that was replaced. When the customer asked for a copy of her work order she was told it was not available at that time and she would have to come back to see me because I was the only one that has access to the files. The next morning I made a copy and put it with her key so anytime after that she was able to pick up the work order. When I filed the police report i did not give them a breakdown of any property that would have been in the vehicle and it was not even a question that was asked to me, they simply did a stolen vehicle report. When the customer called the dealership she was informed that we did not list any personal items and that she would have to file that herself. Obviously there is no way of knowing what "personal" items there may have been in the vehicle for me to report it anyway.  Once again though it is the same outcome, the customer has their vehicle, the customer has another copy of the work order, the customer obtained a copy of the police report, our vehicle was stolen while in possession of customer and as of 8/20/2024 our vehicle HAS NOT been recovered to our knowledge, we check on "autoreturn.com" every day and it still shows as not recovered. From the customers side everything is handled.

• Initial Complaint

  Date:10/24/2022

  Type:Sales and Advertising 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 financed a vehicle at the lot, one that I wasn't quite interested in yet decided to take a chance. They gave me all the paperwork including a pass on the smog to give to the **** so I signed all papers and they told me if I experienced any problems in 30 days, I could return the vehicle for a fix up. Well I had the vehicle 1 week and then the engine light came on so I decided to contact them and they made me make an appointment which was ridiculous but I did it and so then I decided to visit Auto Zone for a diagnostic testing. The result was that the catalytic converter code appeared. So now I'm confused as to why they would sell me a vehicle that has a problem as well as there is no seal on the back window and possibly could be mold. I need help with this situation please. I would either like a different vehicle or my money back I gave them which was a $700 deposit.

  Business Response

  Date: 10/24/2022

  I am sorry you are not completely satisfied with your experience. All of our vehicles go through a safety inspection and we make sure they pass the Nevada **** test prior to offering the vehicles for sale. Your vehicle is no different, unfortunately with used vehicles you never know when an issue may occur. The good news is just like you mentioned that whatever the issue is we will fix it at no cost to you for the first 30 days so in a way it is good that it happened quickly so it is covered and not something that happened down the road. For your timeline of incidents I am sorry but I am not sure what else we could have done besides offer to fix it. You called us LATE Friday afternoon when the mechanic was locking up his tools and was leaving to go home and the mechanic is closed Saturday and Sunday and we explained there were already appointments he had Monday so we set up an appointment for you at the quickest time available Tuesday at 9AM. You still arrived Monday at 9AM and wanted it fixed immediately in front of the other people that had an appointment before you and to try our best to make you happy we explained to the other customers that were waiting that they needed to wait longer so we could assist you before them. As you know, the issue with your vehicle is the catalytic converter, this is something there is no way we could have known was going to go bad because if it was bad the vehicle would not has passed the **** test so it clearly happened after the inspection and after the sale. As you were promised, your vehicle is going to be fixed in a timely manner with or without this complaint.

  Customer Answer

  Date: 10/24/2022

   
  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

  Date:09/06/2022

  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.

  July 25th Mediation with the state of ************* Barclays-01/23/17 thru 08/25/22 08/21 I applied for 2011 *********** on line received correspondence from ****** 08/22. went to car pros 08/23/ put 2k down and drove car off lot. 08/25 received 12,500K from Barclays ( with an adjustment still waiting for. 08/19 payment from Barclays payment received. 08/31 car was taken from my parking space at my residence. I recached out to car pro's dealership and spoke to ****** who said he did not know what I was talking about. I then spoke to ****** who was all over with his words said about my job , my job ? And I did not work there !? And to call Bayside credit , I told Pabulo I would tomorrow and they where closed now. 09/01 reached out to Bayside credit who said they have not funded the loan yet and call dealership. I called text ****** who said the # I contacted was his personal # and I asked for the number I should call , ****** gave me the main # I called the # given spoke to **** who was yelling and screaming on the phone which was hard for me to get what wad going on ? As the day before I spoke to ******* rep and advised I was working and would reach back out to her as my references where called and verified days prior. **** advised this was fraud ?! He was directed to call the police if he heard or seen me ? Which my address is where the car was removed from and I did not have anything due until first payment of $480 Oct. 07. 22. I reached out to the lawyer at Barclays to get my employment length , last 2 payments I received from Barclays as **** said he put this on the back burner. I reached out to Attorney 09/01/ via email then **** 09/01/ to advised him I did not get a response back from Barclays. 09/02 I emailed Barclays lawyer again and was advised she would pass the email forward so I would get the information I needed for **** at Called Bill at Car pros auto 09/02 n asked for info. detective who was handling case so I could take of this never heard from ****

  Business Response

  Date: 10/12/2022

       I received a phone call from BBB awhile ago to verify our email address and she stated there was a complaint and we would be getting it soon. I kept a lookout on our email and the complaint never came through, I randomly would check our spam mail every few days also along with checking again right now and there are no emails from BBB besides this one I just got stating the case is closed.

       This matter was already resolved with the customer awhile ago.