ComplaintsforOverseas Military Sales Corporation

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Hello,I am an active duty military member who purchased a vehicle through Military Auto Source in *********, ******* before heading to my new duty station in ********. My purchase experience was a disaster and Im looking to contact MAS higher management so they can be aware of whats happening to us who are service members who trust the company, but end up being lied to. I am attaching the email thread that can clearly explain what happened to us. To give you a general idea about the situation: We purchased a TAOS for our daughter and made sure with the salesperson that it had the blind spot monitoring. The sales person said it did and when we got the car it didn't and MAS didn't want to take any responsibility in keeping up with what they offered me. Now my daughter is driving a car we feel is unsafe for her.We need to connect with someone from MAS that supports "the founding principles of *************** outstanding customer service, complete price transparency, and exclusive military protections." I look forward to communicating with MAS management.Thank you

  Business response

  06/18/2024

  Whom: 

  Please be advised that a member of our Senior leadership Team has contacted SMSGT ********************************* today June 18, 2024, and are awaiting to hear back from him.

   

  Thank you, 

  ************************;

  OMSC LTD. 

  Customer response

  06/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business contacted me on June 18th and left a message to call them back. I called them back on June 19th and spoke with ************************* SVP, PAC Region Sales and IAS Sales, Overseas Military Sales Group. 
  She  said she was going to have their legal team review our claim and their documents related to the car we purchased. 
  Its been over a week and we have not heard back and are still awaiting an update. 

   

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

  
  
  
  
   
  

  Business response

  06/27/2024

  Whom:  

  Please see attached which is a compensation check in the amount of $1,800.00. This amount was discussed and agreed upon a telephone call between ************************************* and ************************* our VP from our office today June 27th, 2024. 

  Be advised the compensation check will be mailed next business day via Fed Ex tracking number: ************** by 5:00 pm and the customer was provided this information as well. 

  Should you have any questions or concerns, please do not hesitate to contact us.    

  Thank you, 

  ************************;

  Supervisor OMSC LTD. 

  Customer response

  07/01/2024

  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 and the matter has been resolved. The check for $1800.00 was received by me on 6/29/2024. We appreciate Military Auto Source for working with us.
  
  Sincerely,
  ****** *************
  
  
  
   
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I completed my pricing worksheet in February 2024, a customer account was created, and then received an order acceptance letter April 3, 2024. I've attempted to cancel my order since May 16th, 2024. There have been numerous delays in receiving responses from my sales rep since this process began, conflicting information, and poor sharing of information. I understand/empathize on that the specific vehicle I ordered presents its own challenges, and this process does take time, however the poor communication and delays basically made it so I couldn't cancel timely. My sales rep stopped responding to my texts on March 18, 2024. To date, MAS website says my production date is May 2025. I asked to cancel my order and got confirmation on May 16th with no mention of an issue with the refund or any status on the production of my vehicle order. Only when I followed-up via email 6 June 2024, was I told that actually the build completion ETA is 6/24. To date I have asked several times for an actual buyers estimate with an agree upon price, and I've only received a MAS estimate, which includes items I never asked for like extended vehicle protection coverage. I have communicated promptly and professionally 100% and since I've been led to believe this entire time I didn't have a vehicle in production and was only told to be patient, that I've done my part to communicate and request a refund of my deposit. I can provide copies of emails illustrating the date time stamps if necessary. Account **********.

  Business response

  06/10/2024

  Good Morning.

  
  I'd like to apologize for the lack of information provide to ************.

  The management team has been in contact with ************ over the weekend and has agreed to cancel his order and refund the deposit of $1000.00.

  The refund will be processed today, 6/10/2024 and can take up to 7 days to be processed.

   

  Customer response

  06/21/2024

  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 and the matter has been resolved.
  
  I apologize for the delayed response for my complaint. The business did satisfactorily respond to my complaint and did provide a refund. Please update the complaint that I am satisfied 
  *********************
  
  
  
   
  
  

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from this company in July of 2023, they did not have the title at that time but assured me it would not take more than a couple of months. It is now March 2024 and I still do not have the title. My only explanation is that it was USAA's fault which is where the previous owner had financed it through. I contacted USAA and was told that the car was registered in ** which is an electronic title state. After the vehicle was paid off USAA released the lien. I am not sure why Overseas Sales Corporation dba. Military Auto Source would not have followed up to ensure the title was received, and why I am having to do the work of the dealership. I would like a full refund of the vehicle or the title within a week since I can not ship the vehicle without the title. Dealerships have a responsibility to sell vehicle with clean titles.

  Business response

  03/11/2024

  
  

  On behalf of our entire MAS Team, we appreciate the time our customer, *** ***************************** has taken to express his concerns regarding his request for his vehicle documentation. We extend sincere apologies to ********************* as we do not like to see our customers upset and inconvenienced.  We can totally understand how frustrating dealing with these unforeseen challenges in obtaining the requested documents may be for him. However, *** ********** direct feedback prompted us to keep in mind that we pride ourselves by focusing on exceeding expectations even when faced with challenges beyond our control.
  
  We understand the importance of meeting *** ********** request in a timely manner. This continues to be a high priority for our team. Currently,our Leadership Team is collectively working with multiple parties outside of our organization to obtain *** ********** requested documentation as soon as possible. We would appreciate the opportunity to continue with providing ********************* with any updates our Leadership Team receives, as he rightfully deserves.
  
  We are humbly appreciative for *** ********** patience as we reach appropriate resolution. We invite ********************** to connect with us directly at ************************************* should there be any further concerns.

  Thank you. 

  
  

  Customer response

  03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I understand that vehicle documentation takes time, but the company has had eight months to take the necessary steps. It only seems that it is being worked on now because I questioned things. Telling me to be patient does not help the fact that I will have a vehicle I have paid for that I will not be able to legally register or drive. I feel I have been patient giving them 8 moths to provide a title for a vehicle they sold. Please produce the documentation by 19-Mar-24 or refund the vehicle.  Thank you.

   

  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  03/21/2024

  Greetings *** *************************************** appreciate you for allowing me to personally communicate with you directly to make matters right. As we discussed, the previous owner of your vehicle was in possession of your title. After many attempts, our CPO Leadership Team was finally able to connect with the previous owner. She has sent the requested documentation directly to our attention here at ************ ***************** Upon receipt and appropriate review, our CPO Leadership Team is preparing to have your title mailed out to the address provided immediately to your attention.  

  **********************, we are humbly appreciative for the opportunity to resolve this matter. We are available should you require further assistance. Continue to enjoy the open road because you deserve it.

  Thank you.

   

  Customer response

  03/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our vehicle, a 2019 **** Escape from Military Auto Source (parent company OMSC) in August of 2022. In July of 2023 I took it into the shop for routine maintenance only to find out there was an open safety recall on the vehicle that was never fixed and we were never informed about. I have attached several documents detailing when that recall was initiated which shows that it prior to our purchase. Now the vehicle has been there for almost 6 months straight now. Initially there was a coolant issue leaking on the engine however the mechanic found several other issues with the vehicle to include an electronic PCM issue. The vehicle is still under its original warranty however being from ******* I know that if a vehicle is in the shop longer than 30 consecutive days then the option of a vehicle buyback is possible due to the lemon law. We would like MAS to purchase our vehicle back because we believe it is a lemon. They do not want to because to them it is still be worked on. We didnt even have the car a year before these issues arose and now we havent driven it for 6 months. We dont want to seek a lawyer for this but we are prepared to go that route. We paid over ****** dollars for this car and for it be having this many problems is unacceptable. I have repeatedly tried to express these concerns to them in order to facilitate a buy back but each time I have been met with a roadblock.

  Business response

  01/30/2024

  The lemon law does not apply overseas, however, MAS created its own exclusive consumer protection program for customers stationed abroad that is similar to stateside lemon laws.  If a non-conforming condition covered by the manufacturer's warranty cannot be repaired after a reasonable number of tries, the customer may be protected and returning the vehicle for a refund may be considered.  The vehicle is currently at the repair facility and since this the ************ attempt, the customer is not yet eligible for a refund.  

  This has been escalated to the highest levels of management and the manufacturer has been made aware as well.  We will continue to communicate with the customer as well as the repair facility to get the matter resolved.

   

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  While deployed I ordered a vehicle, a 2023 **** Escape. Upon returning from deployment there was a manufacturer recall which made me unable to pick up my vehicle for an indeterminate amount of time. I was told that I could choose from some available cars that were at dealerships stateside. I decided I would get the 2023 Jeep Compass which meant I'd get a check back for $2698 which should have covered taxes with some money left over. I agreed and picked up the vehicle on Oct 21st and was given a dealer temp tag that expired on Nov 19th. When I was there I was told the registration and everything would be mailed to my mom's ******* address. I moved to ************* on Oct 28th and still no title or registration have shown up at my mom's house for my vehicle. The listed date on the bill of sale was Sep 27th. I have been in contact through phone and email with **************************************** and have received no resolution to the title issue. I initially reached out to him on Nov 6th since I needed my title to register my vehicle in the **********************. I did not hear anything from him so I called him on Nov 14th where he said that he would check on it and let me know. I did not hear back from him again so I then called again on the 17th. He said during that phone call that they were working on it and he could send me the bill of sale. I received the bill of sale which was not sufficient for me to register the car in **. I then called him back and he stated that it was the dealership in ********* responsibility to get me the title so I called them and they said that it is not their responsibility, but they were able to send me a temp tag extension in the mail. On Nov 20th, 22nd, and 28th I attempted to call ****** multiple times a day regarding the title as I still do not have it and he did not answer the phone. I have sent him an email and have not received a response. I want to know where my money went from the return check as well as where my title is for my vehicle.

  Business response

  12/05/2023

  MAS has been in contact with the customer and providing updates.  We have been working with the dealership to provide the Temporary Tags and will continue to update the customer.  Another check has been mailed to the customer in the amount of $2,797.50.  

  Customer response

  12/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I still have no title and MAS is telling me that it is not their responsibility to provide a title for a car they sold to me. 

  This issue is ongoing and there has been no true resolution or communication. 

  I was told there was a new check and that I would be provided a tracking # for the check and have received NOTHING. 

  I am beyond disappointed and will be telling everyone to never do business with MAS until I receive an actual resolution to my issue. 

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

  Business response

  12/15/2023

  MAS apologizes for the time it has taken to get this matter resolved.  The registration paperwork including refund check was sent out on December 12.  ********* tracking number was provided to the customer.  

  Customer response

  12/16/2023

  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 and the matter has been resolved.

  I was finally able to register the vehicle by using the manufacturer certificate of origin that they sent.

  With that being said, I still think that it is absolutely WILD that they sent me FORGED PAPERWORK. Specifically a forged bill of sale and odometer disclosure form. Fortunately I had the original copy of the bill of sale still.

  Sincerely,
  
  ********************
  
  
  
   
  

  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2023 ****** Camry from MAS auto sales in ******** *******. We started the process in Sept and was told the car was already at the port. We got our financing done and then was just waiting for the check to clear with MAS. We waited atleast a week or more for our tags to be delivered for them to deliver our car to MAS at ******** AFB. After over 2 weeks it was finally delivered but now the tags have been on the car and I had less than a week of drive time which I paid $602 for 30 days and did not receive it. The regional manager ***** told me to buy some floor mats because it did not come with them and send him the bill. I looked up pricing and sent it to him along with asking for a refund on a service/item I paid for but didnt get. I registered for the plates and have not received them but now Im out of floor mats and the money and ability to drive my car because the tags expired because lack of communication and transit. He was only willing to give me a partial amount money but not all of it. They also told me that if there was an issue with the tags theyd take care of it which is simply not the case! Many families have been dealing with similar issues in this region. Its not fair to the customers who paid for services and items they were told they would get and not receive! We finally received the car OCT 24th.

  Business response

  11/20/2023

  MAS extends sincere apologies for any frustration experienced by the customer.  We discounted the $602 cost of the temporary tags and sent a good will gesture of $300 towards the cost of the floor mats.  

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10-Oct-2023, my wife and I visited Military Autosource (***).We talked with sales rep **************** ***************************************** explained to *********** that <24 hours prior, we had just flown in, and due to being jetlagged, I was only interested in gaining a sense of which cars were on the market, and at what price. I told him I did not want to make a purchase discission on this day.To get a feel of the interior quality, features, and size, we sat in a VW and an Audi.My wife and I DID NOT test drive, nor even start, any car at ***.We talked about car color; *********** took us into his office to check other colors on the *** inventory.*********** found a blue car on the inventory list.We had some talk about the price and availability.I reiterated, that as I was jetlagged and sleepy, I was not going to make a big purchase discission that day.*********** said the blue car could be put on a 48-hour hold for us now, in case we decided in the next two days if we wanted to purchase it. I told him No, Ill risk someone else buying the car. I am too jetlagged to make a decision right now.*********** insisted that the 48 hour hold was NOT binding; we would need to come back with proof of funds, and sign other paperwork in order to complete the sale.*********** handed my wife some papers with the word Quote across the top. We departed ***.On a 13-Oct-2023 phone call *********** initiated, my wife explained to him that we could not buy a car at the moment.On 17-Oct-2023, we received an email containing a ***** ACCEPTANCE with a confirmation date of 17-Oct-2023. I have not communicated with anyone from *** since I left *********** office on 10-Oct-2023; I dont know what was confirmed on 17-Oct-2023.The price on the Quote and the price on the ***** ACCEPTANCE are NOT the same.I have not agreed to purchase the car. I do not agree with the price in the Order Acceptance.I HAVE SIGNED NOTHING.I simply would like this phantom order to be canceled and a message stating such.

  Business response

  10/30/2023

  MAS apologizes for any inconvenience experienced by the customer.  Amongst the confusion between the customer and the ********************** representative, an Order Acceptance was generated.  However, the customer sent an email on October 17 stating that he did not want to purchase the vehicle. The order has been cancelled.

  Customer response

  10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I will not do business with them in the future. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  10/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order my truck back in February 2022, the truck was delivered over a year later and was damaged before it was delivered to me. Truck has over $5k dollars in damages according to the ******************************* I received the Truck end of February to the Beginning of March 2023. It is Mid October and I still haven't gotten funding approval to get the truck fixed.. I figure I startbwith the BBB before I go the legal route. There has been a lot of back and forth between myself and the car salesman, but I am done with ***** reminders.

  Business response

  10/20/2023

  MAS apologizes for any inconvenience experienced by the customer.  The reason it took longer than normal to resolve this issue is because the customer took delivery in ******* in March and we obtained an estimate for repairs at that time.  The estimate provided by the customer in August is 50% higher than the original estimate.  MAS will honor the recent estimate and reimburse the customer fully, $4,358.20.

  The customer has agreed and has scheduled repairs for February 2024.

  Customer response

  10/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and once the repairs are paid for it will be resolved. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I signed and ***************************** at MAS signed an order agreement on June 17th 2022 for a MY 2022 **** Maverick. ****** told me that MAS offered price protection and would honor the vehicle price on my MY 22 Maverick order form when the order banks opened for MY ************************************************************************************************************************ base model cost. When the order banks reopened ****** submitted my MY 23 order on 22 September 2022 but did not include the estimated uplift on this order agreement stating that it would be added when we worked out final billing. When it came time to complete the purchase of the vehicle I was not provided the promised Uplift to offset the MY difference in cost. The base XLT Maverick in 2022 cost $22,260 and the base XLT Maverick on my 2023 agreement cost $24,355, a $2,095 difference.I completed the purchase after being assured by *********************** that the balance would be refunded once the adjustments could be made. I completed the wire transfer for the full transaction without the price-protected ammount on Mar 9th 2023 in order to secure the vehicle and avoid it being sold to a third party instead. Since that point I have tried repeatedly through email and phone calls to get resolution for the remaining uplift that I was promised without any success. MAS will go weeks or months without answering my emails and when I do get on the phone with them they always have a reason that they cannot act on this now. It has been 200 days since I completed my purchase and I am beyond frustrated with them at this point. I just got off the phone with them after holding for 30 minutes. I was told that I could not speak to a manager because they were not available even after making it clear I would remain on the line all day.I was promised MY 22 pricing for my order of a MY 23 **** Maverick and they have done everything they can to deny that, even though I have it in emails and in my order agreements.

  Business response

  10/09/2023

  MAS is currently in touch with the customer.  Due to the fact that there are numerous Buyer's Offers in the system, the discount program did not exist in the software, and the sales representative entering the information manually, there is confusion regarding the discount and pricing.  Our local manager has been corresponding with the customer directly to resolve all issues.  MAS apologizes for any inconvenience that this has caused.  

   

• Initial Complaint

  09/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2022 Audi Q5 from Military Auto Source (MAS)/Overseas Military Sales Corporation on 15 AUG 23. Their website advertises delivery to all 50 ****** but was told they do not ship to ******. I was told I would need to ship it to ****** myself. On 18 AUG 23, I was told the vehicle was being loaded onto a truck to be delivered to Sunset Audi in ********* **. on 29 AUG 23 I asked the status of delivery of the vehicle (I was never provided a receipt/purchase paperwork or Bill of Lading to ship the vehicle) and was told would be delivered any day. On 5 SEP 23 I called Sunset Audi ********* and they told me the ship they had the paperwork to ship the vehicle and that the vehicle was not shipped and is still in **********. I contacted the salesperson at MAS and he told me the vehicle was delivered on 1 SEP 23. I told him the vehicle was not there and I wanted to refund. He responded saying he would get to the bottom of this and get back to me. He never got back to me and neither did the company. I called MAS in ******** on 5 SEP 23, 6 SEP 23, and 8 SEP 23 and was put on hold and disconnected every time. On 12 SEP 23, I finally talked to someone at MAS in ******** and asked for a refund again. The person asked what could be done to keep the purchase going, I said nothing and that I wanted a refund and was hung up on. I called back and spoke to another person at MAS (delivery coordinator) and asked for a refund and he said he was initiating one. I asked when that would be complete and when I would have my money returned (I am paying for an auto loan (required to pay in full by MAS) and no one has gotten back to me. I paid $500 for shipping and the salesperson told me it only cost $300 and I would receive the difference which I also never received. I can forward email conversations upon request.

  Business response

  09/22/2023

  MAS extends its sincerest apologies for any frustration that the customer has experienced.  There were delays and complications with the vehicle transport arrangements.  Regarding the customer's accusations of being hung up on, our customer service representative never hung up on the customer.  The call was dropped during an extended hold.  MAS used this experience to train customer service representatives on how to address situations when customers are on extended holds.  Our department manager reached out to the customer in writing and also spoke directly to the customer.  We were able to address all of the customer's concerns and have come to an agreement to deliver the vehicle.  The customer's viewpoints are valued and appreciated.  MAS continuously uses customer feedback as opportunities to improve service.

*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. ↩