ComplaintsforOverseas Military Sales Corporation

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  What started as an exciting buying process quickly became a nightmare. I ordered a F150 back in Dec, with an expected delivery date of 16 May. I followed the instructions as MAS wants full payment 30 day prior to delivery. I understand there is a chip shortage and that is beyond your control, but please stop processing loans if you have not confirmed the vehicles is complete and ready for shipment. My vehicle was going to be late for delivery with no idea when it would be complete. My delivery coordinator never communicated to me that it would be late. I had to call multiple times to seek this information. I am paying for a rental which is ****, plus the vehicle payment of 886 on top of that. They did offer 200 a week for it being late which doesn't not even cover the rental. I then decided to cancel my order and ask for my refund for my loan. Now I am in limbo waiting for my bank to receive my loan back so I can acquire another loan for a car locally. My "check" was released last Wednesday 18 May 22, and I have not heard a single update when my bank will receive this back. I have called multiple times and have been told I will be contacted again. Nothing. My emails and calls are not returned. Just process my refund ASAP.. so I can wash my hands of this terrible company.

  Business response

  05/24/2022

  The refund was processed on 5/19/2022.  We apologize for any inconvenience this has caused the customer.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My husband and I were stationed overseas in ***** when we purchased a vehicle from Military Autosource (MAS) on 2/16/22. We specifically chose the car we did to be delivered to our new duty station in TX soon after we arrived. Expected delivery date was 4/11/22 when the order was received, accepted, and confirmed with us. On 4/6/22, I called MAS to discuss delivery of my vehicle because we were told in the email on 3/12/22 that we would be contacted to set up a time at the local car dealership. On 4/6, I was told that the car had not been loaded onto a train and was still in *******, where it was when I placed the order in February. My delivery coordinator returned my phone call only after I called again on 4/7 to tell me there was no ETA for delivery. At that time, I cancelled the order because we had been renting cars since we arrived in the states on 3/16, which is quite costly. I decided to purchase locally instead. MAS said the refund process would take 3-5 business days to refund my bank. My bank will nor approve me for another loan until they are paid in full by MAS, and when I called on 4/11 to discuss expediting their timeline, my two phone calls were not returned even though I was told twice that a supervisor would call me back. I also now owe interest on the loan for a car I did not receive, and I continue to have to rent cars with no compensation or offer of compensation from MAS. With their clientele being soldiers and their families stationed overseas and accepting delivery when they return to home, they should work harder to meet their delivery dates or at least communicate delay, especially when we are already facing large financial burdens just to move. Moreover, the delivery coordinator that I have had to deal with has been less than helpful and seemingly not sympathetic to this situation at all with no urgency to offer remediation or assistance while we wait for them.

  Business response

  04/12/2022

  Our system does not show an order placed by the complainant.  Please provide the husband's name or the order number (begins with ****).

  Customer response

  04/12/2022

  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:

  Order #**********  

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

  
  

  
  
  
  
  
  
  
   
  

  Customer response

  04/25/2022

  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 response still does not address the communication issue that was the major error on the part of MAS. They are trying to blame **** for their error in not keeping me, the customer, updated on the status of the vehicle that had already been paid in full. I received zero communication about the delays that they claim they knew about. Why was I not told that my car wasnt going to be delivered until I called three days before? Again, I want to emphasize that I HAD TO CALL. MAS did not contact me in any way to communicate about the delivery delays.   

   

  
   
  

  Business response

  05/03/2022

  Again, we extend sincere apologies for the customer's frustration during this Worldwide Microchip Shortage.It is a disappointment for us at MAS, as well. However, we pride ourselves by focusing on exceeding expectations even when faced with challenges beyond our control. Our representative corresponded with the customer on 4/7/22 regarding the delay.  The customer cancelled the order on the same day.  Our supervisor was notified and became involved on 4/12/22.  She reviewed the matter with the team.  Apologies were extended to the customer and resolution was offered, however, customer still continued with the cancellation.  The loan check was returned and the deposit was fully refunded.  Loan interest was paid as well.  MAS exceeded obligations. 

  Please know, all customers sign a Buyers offer that details our obligation.  See Terms & Conditions below:
  
  E. Obligation to Delivery: MAS is responsible to deliver your motor vehicle in accordance with the Order Acceptance. MAS is not responsible if it cannot deliver your motor vehicle because of strikes & other labor troubles, fires, floods, material or labor shortages, embargoes, stoppage in transit, regulations or orders of government, allocation of vehicles and other products among customers to satisfy bona fide priority requirements, war, terrorism, sabotage, acts of God or the public enemy or any other causes beyond the control of MAS. When failure to meet stated delivery date on the Order Acceptance is the direct result of MAS's failure, you will be reimbursed for actual expenses incurred.  

  These are unusual times and we are doing our best to accommodate all customers. The delays are not limited to MAS, all dealerships are experiencing similar delays. The customer requested that we provide proof of the delays.  We complied and have been transparent. We understand that the customer was not satisfied with communication and we have apologized over and over and we provided refunds and paid for interest on the loan.  We value the customer's feedback and will use this as an opportunity to provide better customer service in the future. 
  

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 2021 Audi Q7 from Military Auto Source (Overseas Military Sales Corporation) on 7 March 2022 with a reservation fee of $1,000. I made further payments to them of $9,000 on 9 March 2022 and another payment of $14,500 to them on 16 March 2022 through sale of a used **** Focus. This totals a $24,500 down payment. The remainder of the $61,676.50 purchase price of the vehicle was financed through ******************* (POC *************************, ********************************).The vehicle was supposed to be available for pickup at their partner **************************** on my arrival in ***************** on 24 March after I returned from *****. The vehicle has not been available for me to pick up as it was not delivered on the timeline agreed at purchase. Once it was delivered, MAS had not processed required paperwork so ******************** could not deliver the car to me. As a result I have been incurring additional rental car expenses for a full size SUV of $1,000 per week.

  Business response

  04/12/2022

  Thank you for bringing this to our attention.  Upon review of the Order Acceptance, the delivery date of the vehicle was April 6, 2022.  The vehicle arrived at the dealership on March 29, 2022.  The vehicle was delivered within the terms and conditions of the contract. The required paperwork was sent ****** # ************)to the dealership and arrived before the delivery date.   We apologize for any inconvenience the customer has experienced.  Our goal is to always deliver on time and satisfy customers.

  Customer response

  04/13/2022

  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:

  At the time I made payment, the verbal agreement was to have the vehicle ready on my arrival in the **.  Overseas Military Sales Corporation (OMSC) had a month to complete paperwork and send to the Audi dealership so that I would be able to pick up the vehicle by the appointed time.  Despite my repeated contacts to parties at MAS and OMSC prior to the vehicle's arrival at the Audi dealership on 29 March and afterwards, OMSC failed to process and deliver the paperwork to Audi in a timely manner.  OMSC ultimately overnighted paperwork to the dealership on the 5th or 6th of April but the paperwork could not be processed and a tag issued by the state for me to collect my vehicle on the delivery date of 6 April.  Audi was able to process the paperwork and get the tags from the state on 9 April.  This is 3 days after the required delivery date.   That delay was entirely due to OMSC waiting a month to deliver paperwork that could have been sent to the dealership much earlier and would have allowed for an on time pickup.

    

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

• Initial Complaint

  03/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I did a custom order through military auto source in July/August 2021, I requested a delivery date of February 2022. I received an email that my order would be delayed 6 to 8 weeks. I was advised by military auto source that my vehicle would be placed into production 15 February. It is now 7 March, I contacted **** and they advised me that my vehicle would not even be put into production until 4 April, with a delivery date of up to 12 weeks later. I have made several attempts to reach the company through email or phone. They claim they dont have my phone number and I need to respond back with my number. I had already spoken with the delivery rep in January, so I know they have my contact number. I attempted to cancel the order in October 2021, knowing of the chip shortage, at the time I asked to cancel the order and they said I would be charged 3% because the vehicle was already in production and had a Vin number. It is now 7 March and that vehicle is still not built. I have already paid for the vehicle and I am required to make payment for a vehicle I do not possess. Add this current prediction, I will have made four car payments before even receiving the car. I am requesting a full refund from military auto source with no fees or penalties on me.

  Business response

  03/11/2022

  We sincerely apologize for all inconveniences.  The chip shortage has caused production delays beyond our control.  We must rely on ***** the manufacturer, to produce the vehicles.  We have been in touch with ************** to work out a resolution.  He has agreed to wait longer and continue with the order.  

  Customer response

  03/11/2022

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

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I began working with ******** **** ****** on *********************** in *********** in October of 2021 to have a new truck ordered. I went through the build process with *************************** and placed a $1000.00 deposit on the vehicle to be built. The Company ran my credit and we signed a contact to have the vehicle built with a guaranteed delivery date of 25 April 2022. After a about a month I stopped by the office to follow up on the progress since I had not heard anything back from them and we had not received a *** number for the vehicle. it is at this point where the sales rep begins to tell me that we will have to change the configuration of the build. We sat down again to rework the build, a process that we would go through several more times since he was stating that certain configurations could not be built. After another two weeks I contact them to find out if we had made any progress on getting the *** number since my financing approval was only good for 90 days and was about to expire and the bank would not secure the loan with out a *** number. When **************** told me that they had not received any new information I decided to contact the supervisors at their Head Quarters in ******** I spoke with ******************* as well as her supervisor ***************************, neither of whom seemed very concerned with my issue. With in the weeks to follow *************************** was supposed to contact me weekly and give me updates which he failed to do. During this time I had been in contact with several dealerships as well as the manufacturer. I was informed that the *** number only takes 2 to 3 weeks once a build request is submitted to the manufacturer. I had to cancel the order because my financing approval had expired and now they are refusing to return my deposit. I am also requesting that this company be held liable to remove the 2 hard inquiries they put on my credit report. My credit was ran through deceptive business practices and they just kept giving me the run around.

  Business response

  02/17/2022

  Military Autosource sincerely apologizes for the inconveniences experienced by the ****************.  Under normal conditions, VINs would be issued in a timely manner, however, due to reasons beyond our control (i.e. chip shortage), build out and VINs are taking longer to process.  We issued a refund to **************** on February 14, 2022.  Unfortunately, nothing can be done about the hard inquiries.  Please note that **************** provided authorization for Military Autosource to run the inquiries for applications submitted to Service ******************** on October, 31, 2021 and *** **** on November 1, 2021.

  Customer response

  02/18/2022

  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:

  As stated in the original complaint *** is providing false information after speaking with several dealerships and the manufacture directly this companies claims of the chip shortage causing delay in receiving a VIN are false. They had four months to get a VIN a process that take two to three weeks **** Secondly I agreed to let them run my credit under the impression that I would have a vehicle built according to the contract we signed which they broke. They also ran my credit with two different lenders on separate dates instead of just running it on the same date so it caused two separate inquiries instead of just one . I demand this company write a letter to ************ Equifax, and Experian stating they ran my credit under false pretenses and a guarantee that  failed to deliver upon and ask that these inquiries be removed. If ******** **** ****** fails to do this I will hold them liable for all fees associated with me having to hire a credit repair agency to remove the inquiries. Again this company is in breech of contract and will be held liable.  ***********************************

   

  
  

  
  
  
  
  
  
   
  

• Initial Complaint

  01/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract to purchase a vehicle that included extended coverage. I was told that I would receive the contract shortly after picking up the vehicle and that I could review it and cancel it, if it did not meet my needs. I started contacting the company the day after picking up the vehicle on August 6, 2021. They kept delaying and making excuses as to why they could not provide me the extended warranty contract. A copy of the contract was finally received via email on December 3, 2021. The signature on the contract was not mine, and the provisions of the contract allowed me to cancel within ******************************************************* and delayed delivery of the contract--most likely to prevent my ability to cancel it after reviewing and receive a full refund of the amount. I am seeking a refund of the full amount of $2196. Moreover, I believe the company's actions to be highly negligent or willfully fraudulent and request a BBB review of their business practices.

  Business response

  01/19/2022

  Thank you for bringing this to our attention.  There may have been communication issues because of customer contact with various representatives at Chrysler and our company.  We are a distributor of Chrysler vehicles and are in fact a separate organization.  We contacted the customer directly and provided necessary feedback.  Also, we are cancelling the extended coverage plan and providing a full refund.  We apologize for any inconvenience this has caused the customer.

  Customer response

  01/20/2022

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

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a ******************* August *********************** Turkey. I was told the guarantee delivery date would be 5 December 2021 to ******. This was great as the timeline lined up with when I was due to return back to ******. The week prior to 5 December I called my delivery coordinator to inquire about the status of the truck and she told me it would not arrive on time as it had been mistakenly ground shipped to Oklahoma and not put on a rail to **********. The vehicle still sits in Oklahoma as of 6 Jan 2022. While the company has been helpful with agreeing to reimburse me for a rental car for 30 days they havent and cant give me an expected delivery date as of today 6 Jan 2022. Since I took the rental they wont reimburse me unless I take delivery of the truck to which they have no idea when its going to get delivered. They tried to claim the delay was due to a chip shortage but the vehicle was ordered by the company in May 2021 and the vehicle was built in Sep 2021 and left the manufactures plant. Hopefully MAS will continue to pay for my rental car until they deliver my vehicle since this is clearly an error on their part. At the very least they should be able to provide me with a delivery date.

  Business response

  01/12/2022

  We are sincerely sorry for the delay surrounding *** ********* vehicle order.  The manufacturer mistakenly shipped the vehicle to the wrong location.  We are preparing to ship the vehicle to the correct location, but we cannot provide an accurate time of delivery.  Our best estimate is ***** days.  *** ******* has been informed and has decided to cancel his order.  We will provide a full refund of the deposit and reimburse him for car rental.  This was an isolated incident and beyond our control.  Again, we apologize for any inconvenience.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 24 May 2021, I submitted a build through Military Auto Source (MAS) at Kadena Base Exchange with ******************* for my 2021 Dodge Durango RT AWD and paid my $500 down payment. On 29 September 2021, I was able to pick my vehicle up from ******************************************************************* in *****, **. When I picked up the vehicle, ***************************, from the dealership stated they were not allowed to clean the vehicle according to their contract and were only able to put gas in the vehicle. The vehicle was covered in dirt and arrived with 68 miles on it, which I questioned at delivery to ****************** and he stated it arrived with 62 miles on the vehicle. I contacted *********************, MAS Delivery coordinator, with my concerns of it having 62 miles on arrival and it not being washed/inspectable, where she stated she would reimburse me $100 to wash the vehicle. That day I was unable to wash the vehicle the same day due to rain. I proceeded to wash the vehicle the next day. Once the vehicle was clean, I noticed a chip in the paint and immediately contacted ****************** with a photo. She then contacted the warranty department for MAS and I was put into contact with ***************************, Factory/Extended Warranty Administrator for MAS. We coordinated with a closer dealership, Star Dodge Chrysler Jeep RAM, with ************************* from the services department. Unfortunately, the dealership did not have a rental vehicle for me to use and ******************** required me to find a car rental agent that provided a $60/day for four days (per dealer request) rental fee per her email on 8 Oct 2021. The only way to get a rental for under her request was to prepay for the vehicle, which she required me to complete myself. I was able to pick up the vehicle early so I turned in the rental early. Today, received notice from her that she is only willing to pay $120 total for the two days and none of the fees/taxes associated with the cost. I'm already out the $161.89 from prepaying for four days and now out an additional $41.90.

  Business response

  11/17/2021

  Thank you for making me aware of this issue.  We worked with the customer to provide reimbursements (over $800) for repairs and advised that the maximum reimbursement for car rental would be $60 per day up to 4 days.  Our representative offered to reimburse the customer for the two days the vehicle was rented, however, we will honor the maximum amount of $240.  We apologize for any inconvenience.

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Jeep Compass from their business location at *********************** on ~ June 9, 2021. I have yet to receive my vehicle title from their ******** office some 5 months later. I emailed ***************************** at the ******** office where the titles are sent from. But, he has yet to acknowledge my inquiry. In addition, the ******** contact number BBB lists is correct. But, the 800 number the car company has on their letterhead and original email is not.

  Business response

  11/05/2021

  Hello.  The customer financed the vehicle with Navy ********************.  Titles/Manufacturer Certificates of Origin (MCOs) are sent to the lienholder of the vehicle, not the customer.  The MCO was sent to Navy ******************** in July.

  Customer response

  11/07/2021

  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 vehicle was paid in full with a cashier's check at time of purchase. It was not financed. I have reached out to Navy Federal. They received my title 3 months after the purchase. To improve customer experience in the future, I would recommend attention to detail and delivering vehicle titles in a shorter timeframe. 

   

  
  
  
  
   
  

  Business response

  11/08/2021

  Military Autosource did receive a cashier's check, however, it was from Navy ******************** (NFCU).  An overwhelming majority of these type checks are finance funds that NFCU deposits into the customer's personal account.  Due to this history, the lienholder on this account was listed as NFCU.  Our accounting department has been made aware of this discrepancy.  We apologize for any inconvenience.  

  The customer's vehicle was delivered in June and the title was mailed the following month.  Military Autosource does not mail titles out before delivery of the vehicle.

   

   

  Customer response

  11/09/2021

  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:

  Thank you for making team members aware of situations involving a cashier's check. The vehicle was available at time of purchase. So, that would not be the reason Navy Federal said they received the title in September (I had not asked them about the timing, they offered the information of their own accord). I am unsure why there is a discrepancy between your July and their September account. But, the matter can be closed at this point.  
  

   

   

  
  
  
  
  
   
  

*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. ↩