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:04/17/2025

  Type:Product 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 I went to this place customer service was horrible they hung up in my face when confronted I was trying to finance a car I was doing everything they told me to do they told me get insurance full coverage spent almost 600 bucks on insurance then the next day I try to go collect the car they provide me with even more stuff to do after stating the previous day that the insurance was the final step i do the things they asked me to do changed the insurance deductible from 2000 to 1000 provide bank statements they then ask to verify my employer I tried giving them my boss and supervisor number since the people I work for dose not have a number they can call in to verify they then told me I could not do that it has to be an actual business landline and I was trying to explain like I can’t control if they answer or not and I then stated why would you even approve me and take my money without doing all the necessary things for me to get approved verifying income should have been the first 3 things they should have done before I even put my money down and they knew this I asked ****** the person I was working with to get the car he said they allow the personal number but when I called him and said I can you my boss number he switched it up saying it has to be from the actual business after stating I could give him their personal numbers I would just like a refund because invested to much for a car that I can’t even drive after they started acting shady not responding to my texts and hanging up on me when I call I checked the reviews and this place is horrible with customer feedback.

  

  Business Response

  Date: 04/22/2025

  Thank you for the opportunity to respond to this matter.
  At AH Ride & Pride Auto Group, we make every effort to help customers get approved for financing, and we regret that Ms. **** feels dissatisfied with her experience. However, we would like to clarify the situation and provide important context.
  Our Side of the Story:
  Our dealership worked on this deal for several days, including submitting the application to multiple lenders, coordinating insurance coverage, and even installing a GPS tracking system in preparation for delivery.
  The customer received a conditional approval, which clearly stated additional documentation was required by the lender — including proof of income and employer verification.
  While we were initially told personal references could be used, the final lender underwriting team required a verifiable business phone number for employment confirmation — a condition that is non-negotiable and outside our control.
  Unfortunately, despite our team’s continued effort and flexibility, the customer was not able or willing to meet the final verification steps, which ultimately prevented us from finalizing the deal.
  On the Refund Request:
  No funds were collected by the dealership for the vehicle itself.
  Any insurance costs incurred by the customer were paid directly to a third-party insurance provider, not to our dealership. We cannot refund those funds and recommend the customer contact their insurance company to explore refund options.
  On Customer Service:
  We are committed to delivering clear and respectful communication. If any team member spoke unprofessionally or if the customer felt disregarded, we sincerely apologize. This will be addressed internally and used as a training opportunity.
  Final Notes:
  We remained responsive and committed throughout this process, but cannot override lender policies or complete a transaction when documentation cannot be verified. We welcome the customer to reach out if she is able to provide the necessary information and still wishes to move forward.

• Initial Complaint

  Date:03/24/2025

  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 to purchase a vehicle; I came to the dealership on 03/12/2025 gave them a down payment of 3000.00 and signed a receipt. I was given a copy of the receipt, and it does not have that my down pay was nonrefundable I was told that I could take the car and that I would be given the finance contract the following day if agreed to keep the vehicle. Leaving the lot 10 miles in the engine light came on and the vehicle cut off on the highway. There were no lights on. The family member that was following had to stop behind me and put their hazards on and flares because it was a dangerous situation to be stopped in the middle of the highway with no lights on. My relative got out popped the hood touched the battery which gave of a spark and the car cut back on. I live 30 minutes from the dealership it took me 1 hour 15 minutes to get home with the car cutting off multiple times. I called the dealership explained they had to get the car, and I wanted my deposit back because why would they let me drive 30 minutes away with unsafe vehicle when it was presented to me as having no problems. The dealership refused to fix the car even after I had the car towed to them and they had informed e they fixed it. On 3/18/25 after being told no refund that I had agreed to this I was then given an actual contract to sign. I was told by the dealership all the issues I gave them in dx report had been fixed and to pick up the vehicle. I had to pick it up after I got off work and they were closed. I picked up the car and again the check engine light came on informed them and was told I have a day 1 warranty to call it in. which I did and the warranty stated it does not cover preexisting conditions so now I have a vehicle I am making payments on but cannot use & the dealership is refusing to fix it and keeps referring me to the warranty company . I am out of thousands of dollars and losing income because I cannot use the vehicle for work all while I was lied to.

  

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond.
  On March 12, 2025, the customer visited our dealership, selected a vehicle, and placed a $3,000 down payment. A receipt was provided at the time of sale. The customer voluntarily took delivery of the vehicle the same day, with the understanding that final financing documents would be completed the next business day. The vehicle was sold as-is, and the customer opted for an optional third-party warranty.
  Shortly after taking delivery, the customer reported that the vehicle had shut off during her drive. As a courtesy, we arranged for the vehicle to be brought back for inspection. Our service team found a loose battery terminal and a mass airflow sensor—both of which were corrected at no charge as a goodwill effort, even though the vehicle was sold as-is.
  A few days later, the customer contacted us again, this time presenting an on-demand diagnostic scan showing potential additional issues. We have no record of an actual diagnostic being performed by a certified shop, nor do we see any claim submitted to the warranty company. Despite this, we attempted to assist again and requested more information to help evaluate the situation.
  Unfortunately, during those communications, the customer became verbally aggressive, loud, and made threats toward our staff. In the interest of professionalism and safety, we ended the conversation to prevent further escalation.
  To summarize, we acted in good faith by performing free repairs, assisting beyond our obligation, and attempting to troubleshoot further concerns despite limited information. At this time, we see no valid warranty claim or supporting diagnostics. That said, we are still willing to perform a courtesy inspection to determine if any additional concerns can be addressed at reduced or no cost.
  Sincerely,
  ** **** * ***** **** ***** **** **** **** ****** ** ***** ************
  
  

  Customer Answer

  Date: 03/25/2025

   I am rejecting this response because:
  The response from the dealership has false information . The dealership has not reached out to me about a diagnostic or inspection of the vehicle  nor fixing the issue . I did not purchase a vehicle as is and I did not choose to finance a vehicle I could not use No where in The contract does it say as is . As I have attached all recorded calls and printed all text messages and attached . Not one call or message did I become aggressive or inappropriate to staff . Per last conversation with **** I actually was in tears . I actually had the vehicle towed. the dealership did not offer a courtesy to me to get it towed . I did this  as receipt is attached will show,  and original attachment of text correspondence with me pleading with them to come get the car.  I was given 3 different warranty’s each time the warranty company stated they would not fix the issue and referred me back to the dealership. Which I have attached , I have sent all calls, communications and documentation to show actual facts and evidence of the events that happened  all supporting my complaint . I would like an actual resolution after I have tried multiple times with the dealership to retain one with no resolve as can be seen with each call and text messages provided. The dealership just simply refused to rectify the situation. 
  
  

  Customer Answer

  Date: 03/31/2025

  This is what ******** informed was wrong, they informed me of the dealership would have plugged the computer into the car they would have known that the car doesn’t register in park and the dealership if they would have checked the diagnostic information I sent them they would have seen the turbo was t working right. They did not have the car financed as is and the financing Westlake informed me that they finance only vehicles In good condition and with out transmission it engine issues . They also have informed me to reach out to the dealership to have them fix it .  Now I have a vehicle I cannot  drive , I am losing income for the medical courier portion of my employment be , and I am making payments on a vehicle that is not helping maintain my income  not to add the warranty company stated they will not cover a pre existing condition. 

  Customer Answer

  Date: 03/31/2025

  ******** diagnostic 

  Customer Answer

  Date: 03/31/2025

   Information from ******* about diagnostics with no resolution from the Dealership 

  Customer Answer

  Date: 03/31/2025

   Links to ******* Dianostic videos

  1. Westgate turbo 

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

  2. Shifting into park not working

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

   

  Customer Answer

  Date: 03/31/2025

  The receipt of ******* Dx report  

• Initial Complaint

  Date:03/03/2025

  Type:Product 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.

  Taken by phone staff member CM.  Consumer states on 2/19 he gave $5000 as a down payment for a 2018 Toyota Camry.  Consumer signed paperwork for a loan.  On 2/21 he went to the dealership to get the $5000 refunded due to losing his job that same day.  Consumer states the salesman winked and suggested that a lender wouldn't know that he wasn't employed and offered for consumer to look at other cars they had on the lot and made suggestions.  She found a vehicle, and business started paperwork with a lender who they said a kill switch and GPS would need installed in order to be approved for the loan.  Consumer denied those options and looked at another vehicle.  Eventually, settling on a 2019 Jeep Renegade.  Business contacted consumer with a delivery date and time of the vehicle.  At 6pm consumer contacted business and was told/messaged that it would not be delivered as the loan was still under review.  Yesterday consumer went back to business and asked for Mgr.  He had just left and was working from home.  Consumer was asked to leave, he refused until he was refunded the $5000 and the police were called.  Some interaction was recorded by cell phone by the consumer.  Consumer called loan company and stated he had been approved since 2/19.

  

  Business Response

  Date: 03/07/2025

   

   

  To whom it may concern,

   

  We tried working with this customer in multiple ways to help them get a vehicle.

  We had them approved with a lender on the vehicle and terms requested, but the client would not agree to having a GPS unit in the vehicle per lender requirements. Once he realized and didn't want to comply, he called the lender to say he was "terminated". Once we reminded him of the deposit policy, which he acknowledged, he then tried saying he was still employed. He then called the lender from his personal cell phone, claiming to work at our dealership, and as an employee not a customer, which he acknowledged on our recorded line. 

  While on our premises, he made multiple threats of physical violence against employees, which we have on camera.

  
  

• Initial Complaint

  Date:02/14/2025

  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 2018 Nissan Sentra Back 1/14/25. I drove an hour and half to purchase this car. I did drive it around town and it drove decent. On the way home about 4 miles from my home the transmission started to slip. We were able to get it home and now a month later i am expected to pay for something that they will not assist on helping fix. I have multi text message that they would get the warranty to take effect immediate. That has never happened, and the warranty will not fix the car unless is was drove 1000 miles over the milage they stated on the paperwork at the time of purchase. I want this car fix so it is drivable, i know it is a buy as is. At least they should make sure that the car is in good shape. Reading the reviews this is not the first car they sold with a bad transmission. I will link the text message on their "We will get you fix"/

  

  Business Response

  Date: 03/25/2025

  Thank you for the opportunity to respond.
  On January 14, 2025, Ms. ***** purchased a 2018 Nissan Sentra from our dealership for $7,170. The vehicle was sold as-is, and the customer also purchased an optional third-party service contract (warranty) that began at mile one, not after 1,000 miles as previously stated.
  Several days after the sale, the customer contacted us regarding a transmission issue that occurred near her home. Although the vehicle was sold as-is and we had no legal obligation to cover any repairs, we took immediate steps to assist.
  Key facts of this situation:
  The warranty company approved and paid out $2,500 toward the repair.
  Our dealership contributed an additional $1,000 out of pocket as a goodwill gesture, bringing the total support to $3,500 toward the customer’s repair.
  The service shop the customer selected provided an estimate that was extremely inflated compared to national averages. We advised the customer to get a second opinion or additional quotes from other qualified repair shops, as a more reasonable price would allow her warranty and goodwill assistance to go further.
  We acted in good faith throughout the entire process, helping coordinate with the warranty provider and offering additional financial assistance despite having no contractual obligation to do so.
  We sympathize with Ms. *****’s frustration, but we firmly believe we have gone above and beyond to resolve the matter fairly and responsibly. We remain open to helping the customer locate a more reasonably priced repair facility if she still needs assistance.
  Sincerely,
  AH RIDE & PRIDE AUTO GROUP
  **** **** **** ****** ** *****
  ************
  

  Customer Answer

  Date: 03/27/2025

   I am rejecting this response because:
  Attached are documents that my warranty was never put in force on day one. It was February 27, 2025 that is 45 days after purchase. As you see they stated day one, first lie

  Attached second form is average cost to replace a 2018 Nissan Sentra is 3500- 6000 or more. This cost was average. 
  Attached form number 3 is the break down of the work order, as you see warranty after 45 days paid $2500, I used my $1000 down payment there is still $1695 balance that i have been requesting help with. Second lie they helped with nothing. 
  At no time has AH Ride & Pride helped fix the issues with this car. At least if they do not assist with the remainder this will be public knowledge for all to see. I have full documentation of all interactions along with phone records of all the call I have made with no response back.

  Then after 60 days I never received my memoriam title to get my tags once I got car out of shop. There was more money I had to pay out to get the title of $15.

  They need held accountable for their non actions!!

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair 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.

  VEHICLE PURCHASED UNDER AGREEMENT TO RESOLVE MECHANICAL/ELECTRICAL ISSUES. Signed documents setting the date 01/08/2025 for service were signed on site but never sent in loan paperwork. The vehicle was dropped off and just sat there (verification through “MYGMC”/“ONSTAR” tracking) - During drop off was told it is SET to go “into the shop” that day (01/08/2025) - it did not. Vehicle was picked up on 01/10/2025 - with a new plan in place for it to be dropped off on 01/13/2025 & assured it will be worked on. Messages (screenshots provided) indicate the vehicle was not going to be worked on. And they were waiting in parts - I’ve contacted every local dealership & a few small part shops to show the part is available TODAY at most of those location or can be obtained within a day. Before the vehicle was supposed to be worked on the dealership tried to explain they can’t do anything to the vehicle until “fees are paid” - but again VIA AN IMMEDIATE phone call (Daniel) explained I can just bring it in on that set date (01/08/2025) Since everything listed above there has been NO RESOLUTION & little contact. The buying process was smooth and they did an awesome job. But this is unacceptable. I signed documents & it was clear cut they would be resolving any issues with the vehicle.

  Customer Answer

  Date: 01/21/2025

  Resolved.

• Initial Complaint

  Date:12/17/2024

  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.

  Purchased a 2020 kia telluride had some defects that were promised to be fixed they said they would have the vehicle for 2 days ended up having it for 2 weeks when I got the vehicle back it was still not fixed right with broken parts and parts not attached properly and some of the stuff not even touched I tried to contact them multiple times and I either got well call you right back or we'll see what we can do it's been over 15 days and they have not made this issue right after promising me the vehicle would be fixed properly I advised them I did not want the car going back to a shop that had my vehicle for 2 weeks and didn't fix it properly that if they would just refund some of the purchase price I would just go have the vehicle fixed my self somewhere I know it'll be done right

  

  Business Response

  Date: 12/28/2024

  We resolved this with customer by cutting him a check to go to his preferred repair place

• Initial Complaint

  Date:09/27/2024

  Type:Sales and Advertising 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.

  Dealer promised to rekey vehicle, that sensor wasn't broken and it is, and they haven't paid of my trade and it's been over 30 days so I'm now in collections.

  

  Business Response

  Date: 09/27/2024

   

  Hello,

  Her vehicle trade has been paid off, we are waiting on the title.

  I am unaware of anything promised in regards to a key. Does the customer have documentation?

   

• Initial Complaint

  Date:09/22/2024

  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.

  08/20/24 I received the car I purchased from ride and pride. 2018 Mercedes Benz. Was Told everything was in great and in very good working order and I would love the car. When they were selling it to me they kept telling me it was a great car and I would be very happy with it. I’m not happy with it. I told them the day I received the car that the speakers, sunroof did not work on the vehicle and I was worried other things would mot work either. A few days in the tire sensors came on. Had issues with the trunk. Lets just say I am not liking this car. I have tried over and over to get them to make it right. It has been over a month and they keep saying they will make it right but they do not. I have proof of everything through text message. I told them we didn’t want the car anymore because it isn’t as they promised. This has turned into a nightmare. I would rather buy a car else where now.

  

  Business Response

  Date: 09/23/2024

  Hello,

  We have been, and are currently trying to find a mechanic that is able to work on this Mercedes- Benz in her area, to avoid any additional headaches for the client. The nearest Benz dealership is hours away from her, I will make this a priority to resolve for her this week.

• Initial Complaint

  Date:05/22/2024

  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.

  Bought a 2011 F350 from them on Feb 13th. Sent $7,000 down payment and drove 6 hours to pick up this truck. I had confirmed with the salesman ***** that nothing major was wrong with this truck and he confirmed it had just had an inspection. I drove the truck home only to find the whole bottom of the truck covered in oil. I immediately called and text pictures telling them I wanted a full refund and did not want to go through with the purchase. I called and put a hold on the financing after being told that I could not return the vehicle and that I should get it inspected. AH told me they would change the warranty to same day coverage and told me I should file a claim. Mechanic told me the major oil leak could be one of two things, CCV filter or valve cover gasket. I chose to replace CCV out of my own pocket since it was cheapest. Did not fix the issue and AH refunded some of that filter cost. After filing a claim and having a complete inspection done, it was determined that there is 7,000 worth of work to be done to this engine to make it driveable. The warranty was denied stating all issues were pre existing at the time of purchase. After some back and forth with *****, he stated that he changed the warranty date and refunded me for the ccv filter that he was not going to do anything else. After some issues with this truck it has been determined that it needs a completely new engine due to bad piston/ rings which was also pre existing. I have only put around 3,000 miles on this vehicle February AH was able to have the finance company release the funds to them even though I had requested that the funds be held temporarily. When I contacted the finance company they played stupid and pretty much said it was out of their hands because I signed a contract. So I have been paying monthly payments since then. AS OF 5/22/24 I STILL HAVE NOT REVCIEVED THE TITLE TO THIS TRUCK!!! Owner refuses to make this right.

  

  Business Response

  Date: 06/02/2024

  Owner is back Tuesday and I will have an update

  

  Business Response

  Date: 06/25/2024

  [[BBB transcription via email]]

   

  Here is an overview, his memo title was emailed to him multiple times, if he is in a title holding state, it is his responsibility to contact his lender and direct them where to mail a physical copy to register it.
  
  We paid $400 to reimburse him for what he said the issue was, and then we upgraded his warranty for increased coverage at no costs to him to mitigate any further issues.

  Customer Answer

  Date: 07/05/2024

  The reply they gave did not answer anything. I attached the quote of what was wrong with the truck and it was not $400. The "warranty" they changed did not cover anything and denied the claim. But I explained that the first time. So I'm not sure what they think they solved with their reply to my initial complaint? 

• Initial Complaint

  Date:05/11/2024

  Type:Product 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 for $36,000 from this dealership 30 minutes after I drove off the lot the transmission went out the dealer failed to disclose any issues with the vehicle to me before the sale and it’s going to cost over $2,700 to repair the vehicle on top of the money I already spent the dealer dodges my calls and refuses to cover the cost of repairs

  

  Business Response

  Date: 05/23/2024

   

   

  Hello,

  We have been in contact with Mr. ****** regarding his vehicle. 

  Mr. ****** had the opportunity to test drive and have the vehicle taken and inspected by his own mechanic. We discounted the vehicle per his request, and offered him a day one warranty, which he turned down.

  We are more than happy to cover the costs of parts, on top of the discounted price off vehicle we already agreed on.

   

  If he wishes to proceed, he can reach out to ***** to resolve.

  Customer Answer

  Date: 06/03/2024

  According to AH ride and pride they claim that they offered to cover the full cost of repairs which is false they never offered to cover the full cost the most they offered me was $500 towards the repair or half the cost of a warranty which they have been known to sell to third party companies after the sale on top of that all that was for was an attempt to get me to take down the negative review I left the business on there google page at no point has the business made an actual good faith effort to resolve my issues or make the situation right I contacted the owner once I payed for the repairs on my vehicle out of pocket and all he did was tell I was harassing him and the business and at no point did he act like I was not in the wrong