ComplaintsforRubycar by AVIS

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a car from Rubycar ***** Car Sales) the first week of May, 2024. It is now July 27, 2024 and I am unable to drive said car because they have still not submitted my title and registration paperwork to North *************** of Transportation. I paid for the car and all of these charges in cash. I have just submitted a claim with North Carolina's Department of Justice. If you look at the online reviews for Rubycar, you see that I am certainly not the only person suffering from the bad business practices of this organization.

  Business response

  08/23/2024

  Please see attached email that details we have been in communication with our customer and deem the issue resolved.  Please let us know if anything further is required.

  Thank you.

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27/2027, I signed a contract with Rubycar by Avis to purchase a used 2023 ***** CX-30 for $24683. With tax, tag, and license fees, the total purchase price was $27240.63. This was paid for on 5/28/2024 with $8000 wired for a down payment and ******** financed through ****. After finalizing the purchase, I was promised that I would be contacted by a shipping agent to arrange delivery of the car. I heard nothing more until I contacted the delivery department on 6/17/2024 for a delivery update. I was told by ***** (delivery agent) that there was a problem in the financing department and that the financing agent would contact me with details. That same day, *********************** (financing agent) informed me that my car was severely damaged in a hail storm on 6/1/2024 and had been declared a total loss. She offered to initiate a refund or to work with me to help with the purchase of another car from Rubycars inventory. I agreed to review inventory to see if there was something else that would work. I quickly realized that none of Rubys inventory would meet my needs so I requested a refund on 6/18/2024. ****** promised that this would be processed promptly but would take 7 business days to issue. On 6/27/2024, I again contacted ****** as I had not seen any indication that the refund had been issued. She replied with an apology, explaining that [her] team dropped the ball on the last refund, and that a new refund would be issued after 2-3 business days. I still see no evidence that a refund has been initiated. My request for a reply with prompt resolution has gone unanswered. Meanwhile, I am paying interest on the loan for a car that will not be delivered.

  Business response

  07/23/2024

  Refund check was delivered to the customer on Friday 7/19 via ********************* - we would now consider this matter and refund closed. Thank you.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchases a vehicle through RubyCar by Avis, a Florida based car seller, in February. Since then I have been through 2 sets of temporary tags and still not received a title. I currently have an expired temporary tag, no title, and cannot register my vehicle.RubyCar is not responsive to emails, my sales agent is conveniently "unavailable" every time I reach out and I have no update on my title situation. It has been nearly 4 months, I have no title.

  Business response

  05/28/2024

  The paperwork has been rejected through motor vehicle as they need two proofs of residency which is standard for out of state driver license which is the attached note. We have opened a case for this and our Customer Experience Supervisor ****** will be reaching out to the customer to obtain this and then resubmit with expedition for the customer. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle online on 12/12/2023 as of today 4/2/2024, I have yet to receive the registration for the car and the temporary plates that was issued has expired in February and they cannot be sent again per ******* state law. The vehicle was supposed to be registered in the **************** bit when I called ******** DMV they said the car had never been registered with the ****************. They advised the car is registered in the ***************** and that is where the release has to come from. I have gotten the run around about it all. I just want to be able to drive the car that I purchased.

  Business response

  04/11/2024

  I have attached the correspondence from 4/3/24 - we are working to address **************** issue. Please see attachment for the latest correspondence. 

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer failed to transfer/register my title within 30 days of selling the vehicle which is against state law. Now I cannot register/renew my registration because there is a hold at the **** As of today its been 98 days of them selling me the car without filing the required paperwork to fix this. Ive contrasted them numerous times, nobody ever calls me back and Ive been hung up on as well. They said they would try to reimburse me if I got a rental car but as of right now Im forced to drive my car illegally with expired registration because of them. Im not paying out of pocket in hopes of being reimbursed by this company. They clearly have issues as I see tons of other complains against them. I read online that other companies like carvana and vroom have this same issue and have class action lawsuits against them. Also im not sure which address to file this complaint against because their paperwork shows multiple addresses. They should honestly lose their license to sell vehicles and reimburse me and all the other customers they are s******* over for our time dealing with this.

  Business response

  03/21/2024

  As of 3/20/24 here is the update with this customer - The registration has been completed as of 3/19/24 with the **** Original registration has been shipped from the *** to his home and could take up to ***** hours for him to receive. If he contacts the *** they will also verify this information. Additionally we have put the customer into a rental.

  Customer response

  03/23/2024

  I am rejecting this response because:   Ive yet to receive anything from Rubycar regarding my title. My bank ************* has reached out to Rubycar 7 times since January and has not gotten any response from Rubycar regarding the title. They are also investigating Rubycar for breaking state laws and not having title in place before selling cars. My car is still sitting with expired registration and I cannot drive it by law. 

  Business response

  03/28/2024

  Update **************** one of our customer service representatives spoke with Mr. ***** on 3/25/24 we paid $75.10 for 24 months of registration for the customer. Mr. ***** should have received everything he needs at this point in time and we are considering this issue closed at this time. He has also been advised to speak with ****** if he has any additional issues or concerns. 

  Customer response

  04/01/2024

  I am rejecting this response because:   This whole experience is the biggest headache Ive ever encountered. THIS CASE IS STILL OPEN. I DO NOT HAVE REGISTRATION TO MY CAR 100 DAYS AFTER PURCHASE. IM STILL DRIVING A RENTAL! DO NOT BUY A CAR FROM THIS COMPANY! There will be a class action against them like carvana!  

• Initial Complaint

  03/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 17th I paid for a 2021 ****** Carolla and they sent me a temporary tag. It has expired several weeks ago. I went to the highway department and they say the car isn't in my name yet. I have tried to call and email them and they will not answer me. I don't know what to do anymore! I guess once they have your money they are finished with you. Hopefully you can make them call me. Thank You

  Business response

  03/11/2024

  An acceptation was flagged for this customer as of 1/26 for - Need Paid Personal Tax rcpt 
  
  On of our Representatives ***** reached out via email to her on 2/27 via email and txt about the exemption and never received the missing item back from the customer. We have notified the original Rep ***** that had reached out to try and contact the customer again. This is still considered an open item on our side as we need the paid personal tax receipt to complete the paperwork. 

  
  

  Customer response

  03/11/2024

  They are claiming that I never sent them a receipt for taxes paid to Anderson County but I have the receipt form *** store when I sent it. They say they are sending a temporary tag and when they get the tax paid notice they will get my tag and registration done. I am mailing that today.

   

• Initial Complaint

  02/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed documents to purchase a car 2/16/24, wired $8000 in down payment 2/19/24, and vehicle was delivered to me 2/23/24. I immediately contacted several employees about my concerns with the vehicle upon delivery, however, because it was a Friday delivery, no one could help until Monday (4 days into my 7 day return window). I was told on the website chat and their main phone number that they added notes to my file and someone would call first thing Monday. No one called, which was not surprising at that point, since customer service and communication is absolutely lacking. Returning the vehicle has been difficult, but the lack of communication regarding return status and timeline for refund of the $8000 is most frustrating. I've been told they pick up the car, car has to then be inspected (which they can't provide a timeline for), and then accounting team starts processing refund and from there I should expect a check in the mail within ***** business days after inspection is cleared. This does not match what is in the contract: "provide you with a full refund not later than 10 business days following the day on which you delivered the return vehicle to us". RubyCar requires down payment by wire/bank transfer within 48 hours, so why do they have 10 business days to send a check in the mail? I would like to request an expedited return of the $8000, as well as the name or contact info of an employee who will be providing status updates on the inspection and my refund.

  Business response

  03/07/2024

  On March 4 customer decided to return the vehicle and we started to unwind the purchase. Customer will receive a refund in 7 to 10 business days from March 4th which is on or around March 15th. We consider this to be resolved at this time. 

  Customer response

  03/08/2024

  I am rejecting this response because: This response from RubyCar is entirely inaccurate and misinformed. The vehicle was returned to RubyCar on February 27th, 2024. Per the contract signed by myself and RubyCar, "RubyCar will cancel the purchase agreement/retail installment sale contract and provide you with a full refund not later than 10 business days following the day on which you delivered the return vehicle to us". 10 business days from February 27th, 2024, would be March 12th, 2024. So, according to the contract, I should receive the refund no later than March 12th, 2024. 
  
  
  

  Business response

  03/08/2024

  Our return policy - Free returns take 7 days or 300 miles to test drive the car and decide if right for you. It takes 7 to 10 business days to receive a check back from our accounts payable team from the time it is submitted internally which is why I advised that latest date would be the 15th. I have confirmed it was submitted for reimbursement. Thank you.

  Customer response

  03/09/2024

  I am rejecting this response because: Unfortunately for you, that return policy is NOT what is written in the signed contract. Per my signed contract, copied word for word, RubyCar will cancel the purchase agreement/retail installment sale contract and provide you with a full refund not later than 10 business days following the day on which you delivered the return vehicle to us. So, again, if I dont receive the refund check by March 12th, you will be in violation of the contract. 

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/16/23-11/18/23 I completed a financed vehicle purchase from ********** 2021 ****** Tacoma. No issues with the transaction until after RubyCar got their check. Its 2/21/24, registration paperwork has still not been filed. I can't legally drive vehicle as of 1/19/24. Admittedly, I caused one delay by not understanding the *** process for the online FL headquarter dealer. However, I have received a different story each time I call, they continue to lie to me, and the paperwork is still not filed. The vehicle has received and exceeded both of its FL temporary plates.-Email from my sales rep that the *** was received on 1/12/24, was told my paperwork had been filed with the **** 4-6 weeks before receiving plates. -8:30AM on 2/5/24 I walked into the ** **** clerk informed me that my truck was still not in the system. Called RubyCar from the parking lot, was told that the paperwork had not been filed on 1/12/24, but was filed and accepted by the state on 2/1/23. 3-4 business days for the state to enter the paperwork. Was informed they'd monitor on their end and call me when the state entered the paperwork.-Called the ** MVD on 2/9/24 -6 business days. MVD told me they didn't have anything. Called RubyCar and was told they showed the paperwork filed on 2/1/24 in the notes, but that the actual paperwork team was in EST/gone but they'd call me on Mon AM 2/12/24 -I called RubyCar 2/12/24(midday), was told the state hadn't accepted on 2/1, but had requested updated insurance from Liberty Mutual showing the year 2024. No one had called to tell me or responded to the state. 11 days! The reps **** told RubyCar would rent me a vehicle as it was 4-6 weeks still. I texted a picture of my Insurance and was told the paperwork was field.-Called RubyCar 2/20/24-no rental car, no paperwork with ** MVD. Was then told I had to rent a car, ask for reimbursement. No one called, but also no thank you. Was told they wld call me 2/21/24 AM with a Sr **** No call. Untrustworthy.

  Business response

  02/26/2024

  Thank you for contacting us in regards to this complaint. We acknowledge that we are actively working with the customer and have an open case. I am checking in on the status and to see if anything additional is needed. 

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from RubyCar on October 10th, 2023. Today, 4 months later, that car I purchased still has not been registered. I paid them titling and registration fees, and the car is still not registered and my bank has not received the title to the car from them. I have been through 2 sets of temporary vehicle registrations, the last of which expired on December 15th, 2023. Since December 15th, two months ago, I have not been able to legally drive the car I purchased from them. They have suggested to me that I drive the car illegally, and that they would pay for any tickets I get. Any time I ask questions to get updates on registration status, they will ignore me for days or weeks at a time, then respond telling me they are unsure. I have read many other reviews of RubyCar online detailing similar issues with registering vehicles in a timely manner. The details of my experience are extremely similar to a class action lawsuit that was filed against ******* for failing to register consumer's vehicles in a timely manner.My desired resolution in filing this complaint is to force RubyCar to actually register my vehicle and hand the title to the car over to my bank.

  Business response

  02/13/2024

  We acknowledge that we are working with ************** and we have experienced registration challenges as we needed to change his address. We are also in the process of reimbursing ************** based on expenses he has incurred. We will continue to work with him to resolve this situation. 

  Business response

  02/13/2024

  The attachment indicates the timeline of 2/15/24 we are expecting for the registration to be complete for ****************** vehicle.

  Customer response

  02/15/2024

  I am rejecting this response because:   Today was the day RubyCar told me to expect my registration completed by in their last response. Unsurprisingly, I did not receive anything in the mail. I called the Connecticut *** to get an update on where the registration was at. I gave them my drivers license number, VIN of the vehicle, as well as the year make and model. The *** Employee told me there was nothing in their system with the information I gave them, and that they haven't received anything from RubyCar. I have sent several emails to RubyCar over the past week or so asking for a tracking number for the documents they told me they mailed to the ***, which I have attached to this message. Despite asking several times, I have not received a tracking number, nor have I even received confirmation that they sent the documents to the *** in the first place. I would like some sort of confirmation that they have actually mailed the necessary documents to the ** ***, to include a tracking number, as well as an actual accurate estimation of when to expect my registration by. Until RubyCar finally fixes this issue, I remain without any vehicle to drive. This issue should have been resolved months ago.

  Customer response

  02/15/2024

  I reached out to an employee at RubyCar directly via text to get more information on my vehicle's registration, as shown in the attachments. This employee told me that she doesn't have any information for me, but would not put me in contact with anyone at RubyCar who could give me any answers. Additionally, instead of getting me information from an employee who is handling my situation, this employee told me to reach out to the dmv myself to ask for an update. I paid this dealership a registration fee, and they have both not registered my car and suggested that I do their job for them in doing so.

  Business response

  02/20/2024

  ************** had an exception which was an insurance block in the amount of $200.00 which **** paid to clear and have been advised a process date by March 4, 2024. This is considered still an open case as the customer is actively awaiting his plates. The customer is welcome to call the *** directly to see if they will or can provide further updates as usually once we get the date it is a matter of being processed. 

  Customer response

  02/20/2024

  I am rejecting this response because:   I would like to see the actual correspondence from the *** instead of "They said he had a charge". I have insurance receipts dating back to 15 DEC 2020, I have not had a lapse in insurance in at least 4 years. I have also never once received any notification from the ** *** that I had an Insurance Lapse fine to pay. I believe that this is another made-up excuse to delay the process. I would like to see something from the actual ** *** stating that I had this fine and owed this amount.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Won't deliver vehicle or set up a time to deliver anytime I contact I'm told someone will get back to me and never follow through they have been paid for vehicle and shipping and are notorious for treating customers this way as well as not transferring titles and registration like they don't understand the business to begin with they were paid for services supposedly rendered yet are lazy or engaging in criminal acts I find it hard to believe they stay in business while being this incompetent I have been patient but now I'm filing complaints with attorney generals in ******* and ***** as a result there's no excuse for not delivering a vehicle or not even contact to the customer on a date to deliver when they said it was ready days ago

  Business response

  02/12/2024

  We apologize that there has not been adequate communication. This has been assigned an internal case number and a staff team member will be reaching out today if not already with a delivery schedule update. 

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