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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Dropped kids off at school at 8. Headed to dealership to trade vehicle. First they appeal to my husband with what we all know is out of our range bc i came with specific requests. ****************************** so: 5 hrs in having told em multiple times thru the process i have an **** at 1. The goal of tradein is there, but theyre not being present til ****, despite having us sit for like an hour n a half while they do whatever. I started at **** give me my keys i gotta get husband to ****. I asked *so* many times. Mr ******** or whatever the * his name was supposedly went n asked each time. The boss guy even came out and placated me to waiting bc i wasnt getting my stuff while they did whatever. I could *walked* out the bldg and not been "held hostage". I could (should have) called police and made them give me my keys. I could have thrown a chair thru the window and grabbed my keys too. But. Alas, i am but a mere poor folk who wants my car so i can *drive* to my dr **** without doing wrong (or catching charges). And come back n do the things. So sure there was no gun to my head. I should have escalated to violence and/or police. I know that now.I signed the paperwork in time to get husband to dr **** @ hospital 3? Miles away. He was done in 5 mins too! It was an after spinal injection checkup!But i signed the papers to get keys so i could get him there. Which i did on time. However the contract i signed was signed under duress. The vehicle has an electrical problem. The car fax said the car was at the dealership for 4? Years, gaining good mileage, indicating company car. I asked them and theyre like no it was a trade in. Yes i checked car fax vin against vehicle and it matched. So they r lying to me or car fax! They did 0 aligning with my requests, they stretched *every number*. Im down from two vehicles. I want them to fix this and every other problem for the duration of this contract they held me hostage to sign. Id even trade it for a new ******* at this point.
Business response
01/17/2024
Hello,
Thank you for your feedback. Our goal is to exceed all expectations but it seems we fell short with your experience.
As I read this letter, I am very shocked and embarrassed of the experience you described and I wish you would have called the police.
I know 10 months have passed, so I wish this was brought to our attention much sooner.
I would like names of who held you against your will and who refused to return your keys; I will address immediately and promise they will not be a part of our organization.
Forcing a sale or treating anyone with less than VIP treatment is not acceptable and again, I will address immediately with the proper information provided to me.
We originally sold the vehicle in January 2021 and it was later traded in and you purchased it March 2023.
As far as repairs, I am unsure what they could be; however, I do show you purchased an extended service plan.
If you are interested in trading in your vehicle for a new ******** I would be more than happy to personally walk you through that process.
Please feel free to reach directly with the requested information.
Sincerely,
***************************
************Initial Complaint
10/26/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was looking to find a cheaper payment cause I had heart surgery 6 weeks ago. I got on their website and found a vehicle with a price that would help me and my family out financially I called the dealership and told them which vehicle I was looking at and the Internet manager told me that the Internet price was not the price of the car. I know that tag and taxes were not added on, but the Hall of Fame Package was not added either. Come to find out that I would have to pay an extra ******* for the vehicle if I wanted to purchase it. I did see in the little disclaimer about the package but the website never displayed the amount it would cost.Business response
11/02/2022
We apologize for any miscommunication or misunderstanding that *** have occurred. That said, the Dealership did not do anything improperly. As noted in the Complaint all of the items were itemized and/or disclaimed. Accordingly, the Dealership hopes that the Bureau will close this Complaint with a finding of no fault on either Party's behalf.
Sincerely,
********************
For the Dealership
Customer response
11/04/2022
Complaint: ********
I am rejecting this response because: I have attached a screenshot of a vehicle listed with an internet price. It does have a disclaimer stating that the fees and any add on by the dealer are not included (Hall of Fame Protection Package). But what it lacks is the price of the add on(4995.00) or the option to not have it added.
Sincerely,
*************************Business response
11/08/2022
Again, though the Dealership finds it unfortunate that the customer is not satisfied with their Response, the reality is that they do not believe they have acted inappropriately.Customer response
11/10/2022
Complaint: ********
I am rejecting this response because:I do reject the response but whats unfortunate is that no matter what is said you all will still be able to charge 5K for things that should be done for free to every vehicle on the lot! You can also keep typing your lame a** excuses on why you think you did nothing wrong. Its just a response to keep the BBB from posting about the dealership. I am a down to earth person especially since my heart surgery and I dont know of any person that would like the fact that when they come to your business they find out that every one of your vehicles will have 5k added to the price. I dont want another we did nothing wrong response! So dont respond at all if thats the case. I do appreciate the BBB for trying to do the right thing.
Sincerely,
*************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.