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:02/12/2025

  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.

  On 1/08/2025 I take my school check to city Auto wholesale to get a SUV car. They put me in a Honda Pilot,my daughter and I where so happy both of our business can now increase by having transportation ******** I am coming home from a job and I get pulled over. For a stupid charge that got dropped on the first court date for not paying Rent-A-Center but it's due to domestic violence situation.I contact the car lot to get the car out of Tow the first day and I would pay it back they said fine because if they left it We would both lose on the vehicle.they added my insurance to the end and said they would add the tow also and hold it for me. Well they let me believe that is what they did all the way tell I paid my last 40$ on a **** to get to the lot . Well they sold it after I had signed paperwork and everything.I had to work and wanted all my supplies and they were all gone everything in the vehicle and we really loved the ***** and kept everything in it.over 3000$ worth of cleaning stuff and 2500$ worth stuff for my daughter things

  Business Response

  Date: 02/13/2025

  Thank you for the opportunity to respond to this complaint. 

  On 1/8/2025 Ms. **** came into the dealership and agreed to purchase a 2006 ***** Pilot. She supplied partial stipulations that the lender, *******************, was requiring. Ms. **** made arrangements with us to get us the proper paperwork needing to finalize the deal. Ms. **** was told that if we didn't get the proper paperwork (additional proof of income, proof of residency) that she'd have to bring the Pilot back. The dealership also agreed to pay for ******************* and she would be responsible for reimbursing us.

  Once Ms. **** left with the vehicle, she failed to get us any necessary paperwork needed. We called her many times and finally, after approximately 5 attempts to reach her, she gave us partial paperwork needed, along with paying us some if the money she owed. She was to get us the remainder of what we needed later that day, but we never heard back. We were dealing with trying to get the deal funded at the lender without the necessary documents needed to fund the deal. We were nearing the time where we would have to unwind the deal due to her neglect of getting us the proper paperwork. 

  On 1/30/2025 I received a call from a friend of Ms. ***** saying that she was arrested and was in the ********************** He told me that the Pilot was towed and that she had no way to get it out. I called the jail, verified that indeed Ms. **** was incarcerated. I was able, after much run-around, to find where the Pilot was at and arranged to get it out. The dealership paid $483 to get the Pilot out and another $200 for a tow truck driver to get the car back to the dealership. 

  On or about 2/5/2025 Ms. **** arrived at the dealership and wanted her car back. We told her that under the circumstances, her not getting us the information needed to fund the deal we were unwinding the deal. After discussing Ms. **** situation, we decided to give her a check for $300. Ms. **** stated there was some cleaning supplies in the vehicle that was missing, however, the dealership didn't take anything from the vehicle. I believe the tow yard may have taken whatever is missing. I asked her to contact them to see. 

  City Auto tried for several weeks to get the necessary documentation needed from Ms. ***** Then we went above and beyond to get the vehicle out of the tow yard AND then gave her $300 for "customer good-will" so that she had something when we had no obligation to give her anything after the money we were out on the transaction. 

  Best,

   

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

  City Auto Wholesale

  Customer Answer

  Date: 02/20/2025

  Sir Theyre lying about how many times he tried to get a hold of me, we gave them the paperwork or they wouldnt have done the loan in the first place and that guy I talk to him and he was cool with that. He knew what was going on and that I would be there and I would pay the rest of the money, I also had all the paperwork that they were asking for andbecause I hadnt signed the papers, then we could add it to the end of it not to mention all my stuff for my job. is it in the vehicle and they give me nothing my daughters job also. im 55 years old and I have never lost anything like this before they completely took my job away from  my money its caused complete stress and I put me at nothing. Its about to make me be homeless because Im not gonna be able to pay my rent just next month because I dont have my cleaning supplies to do my job I have over like $3000 with the stuff. Ive been doing my job for **************************************************************** on my way completely So messed up I cant believe it.

  My daughter hasnt been able to make it to her job either, and shes got severe mental health problems that you might have hurt that she was a little aggressive in the place when they were s******* it over I was trying to listen to them, but my daughter kind of flipped out But this is crazy. These need to pay me for the stuff that was in the car. 

• Initial Complaint

  Date:01/16/2025

  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.

  Purchased a vehicle and tried for three months to cancel the extended warranty. Started with immediately after purchasing. I was told on 3 occasions the dealer would submit to be cancelled and refunded the cost of the warranty. Just found out wasnt cancelled worked with the extended warranty company directly they are taking care of it. The dealer a month after buying the car without my knowledge changed the price of the warranty contract no contact ever made and now the most I can get back is two thirds of what I paid due to the dealer manipulating the prices on the sales contract.

  Business Response

  Date: 01/30/2025

  Thank you for the opportunity to respond to Mr. ******* complaint. 

   

  I have worked with Mr. ***** in regards to both his car purchase and his cancellation of the warranty. It's been a difficult process. I've tried to satisfy Mr. ****** as he felt he was treated poorly when corresponding with a member of our team. I arranged his purchase of the Fusion and was with him when he signed his paperwork, which included a extended warranty. When Mr. ****** left with the car he seemed happy and content with his purchase. 

  A short time later he called complaining that there was something wrong with the Fusion. I facilitated an appointment with a mechanic and gave him a loaner car while his car was in the shop. While the car was being repaired (at no cost to him) he was very upset and stated he wanted to cancel his warranty on the car. I told him that it didn't make sense to cancel the warranty if he was concerned about the vehicle. He was adamant that he wanted to cancel it so I had him sign the necessary paperwork and sent it off to the warranty company. 

  Within a month Mr. ***** continued to call me, complaining and asking why it was taking so long for the warranty to be refunded. I again explained the process and that it could take a couple months for the warranty company to calculate the cancellation. I again told him that he would be receiving the full refund of $1,950. 

  Mr. ***** began to text me aggressive messages to which I did not reply. The messages got more and more rude with me having to block him after on Christmas evening he text me "Thanks you piece of shit" and then "Good luck f****** asshole" . Merry Christmas to me. I decided at that point to just let it go and to wait for the warrant cancellation to go through. 

  Mr. ***** then came into the dealership in mid January and asked for me. I helped him the best I could and explained that we are at the mercy of the warranty company. I said that I would email him a statement saying that we guarantee that he will get a full refund of $1,950. 

  Yesterday, 1/29/2024 we received confirmation that the full $1,950 is being taken off of his Exeter Finance loan and today, on 1/30/2025 we sent a check for $1,950 to **************. I emailed Mr. ***** that they should receive the check in just a few days. Hoping that this resolves the issue. 

  Thank you for your time. 

   

  **** *.

  City Auto Wholesale

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22821884
  
  I am rejecting this response because: its just not true. Before I signed anything I asked if I had time to cancel the warranty I was told it was 600 more!! Then to my surprise when I got the warranty paperWork it was 1950 so I immediately called to cancel and was assured it would be completed and a check would be made out to me. I expressed I wanted to pay off the car after the first month but was forced to wait now almost 4 months and still nothing is done. The ironic part is the person from the business who wrote the email blatantly ignored several messages and never did anything to remedy the situationuntil I went in approx 10 days ago. Totally ignored until I drove 90 mins to the dealership. Now I have paid almost ************************************** for that mistake? I cant even get the dealer to message or call me back. I would have paid the car off  avoiding the interest but was unable due to there lack of doing anything . The experience was awful I have never filed a complaint about anyone or any business I felt they forced me to do it. So here we are. In addition I was told after my visit in last week I would hear back by end of next business day from the dealer and to date the email they made up details on is all I got way past the due date. I called, I messaged **** D and absolutely zero response. I expect  a check to be issued to me for the cost of the warranty 1950 and 1100 for the interest. I was told on the day I bought the car they would take care of any engine lights that were on inside the vehicle I took it back twice and to date almost 4 months later the lights are still on and the dealer quit trying to resolve the issue.

   

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

  Customer Answer

  Date: 02/20/2025

  Heard nothing from the dealership. Worst experience with any business I have ever worked with. They manipulated the amounts and honestly no one seems to care. So in the end I get hosed and end up paying way more for the car than I said I would and nothing happens to the said dealership who created all of this drama. I dont know what else to do

• Initial Complaint

  Date:10/07/2024

  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.

  In the end of June 2024 I financed a ****** Solara through City Auto Wholesale that was a death trap! I had nothing but problems with it from the day I pulled off the lot. Within the first 2 weeks the front passenger side wheel fell off 3 times while I was driving. Which potentialy could have killed me. And at least once a week I was having to make expensive repairs! Then in September of 2024 they repoed the car. When I went with some friends to go get my stuff that had been in the car when the tow truck picked it up most of it was already gone. There was nothing of any value left. 1 of my friends went in and asked ** (the salesman who sold me the car) where my stuff was and he said that I need to contact the **********. My friend said, "but it was in house financing" and ** said it still went through the bank and that they would be the ones who repoed it. I called the bank and got no answer, I emailed them and got no response. I had a lot of important stuff in that car (partial list attached the reason I say partial is because I'm still remembering stuff that had been in that car. I had just loaded it with stuff to go to my storage unit the next day) and they stole it. I want it back or compensated for it. Unfortunately some of what was in there had sentimental value which is not replaceable. So I'm not sure how they can compensate for that! It is irreplaceable!

  Business Response

  Date: 10/09/2024

  Ms. Totten purchased her Toyota Solera on 6/21/2024. Upon her not paying for the car loan, Steel Lending Group put in an order to have the vehicle repo'd. The vehicle was repo'd and we allowed the vehicle to be brought here for Steel Lending to pick up. We are not responsible for anything that is lost from vehicles here at our lot. The property is not fenced and open to the public. The missing material from the vehicle is between the repo company and/or Steel Lending. 

  Sincerely,

   

  Tony Henry

  City Auto Wholesale

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22389742
  
  I am rejecting this response because:

  That car was financed through in-house financing. Which means that bank is part of City Auto Wholesale and somebody needs to replace my stuff! I attempted to contact Steel Bank and they have ignored me.

  
  Sincerely,
  
  Michelle Totten

• Initial Complaint

  Date:07/20/2024

  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.

  I had the car for 24 hours, drove it all the way back to this pos so called dealership, after realizing there were major issues with the vehicle. I asked for my down payment back and the guy laughed at me. We told him it wasnt safe for me and my 3 children to drive this vehicle. I couldnt drive the car over 45mph without the entire are shaking and feeling like the wheels were going to fall off or something. The vehicle was a death trap. The seats were burned on the inside, burnt plastic(which causes cancer). They expected me to put my children in there? He told me a signed arbitration and that I cant take legal action due to that agreement. He told me he was calling the repo company to get it towed even tho I have 30 days and I also havent missed a payment. So Im not sure he can do that. So basically now I have to eat my down payment, as well as the total loan for the car even tho I only had it for ************************************************************************** ******. All their cars are wrecked previously and they dont tell you this before hand. I will be suing this company. The person I talked to was very rude and unprofessional. His name was ******* or ******, he was extremely rude and uncaring of the situation. Do not buy a car from these snakes. They are liars and manipulators. All I wanted was to return the car and get my down payment back, I only had the car for 24 hours.

  Business Response

  Date: 07/21/2024

  on 7/19 ****************** purchased a 2013 **** Flex from City Auto. ****************** test drove the vehicle and noted that the breaks didn't feel right.  City Auto had the breaks and rotors changed at a local mechanic before customer took delivery of the vehicle. City Auto offers a 30 day exchange on every vehicle purchased. City Auto also offers a 3 month 5000 mile powertrain warranty free of charge to its customers. City Auto would love to setup a time for *** ******* to pick out a different vehicle if she is unhappy with her 2013 **** Flex     

• Initial Complaint

  Date:07/13/2024

  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.

  6 weeks ago I purchased a 2010 ****** Outback AWD with 4 new tires on it from City Auto Wholesale. The left front tire is defective, and since its AWD, all 4 tires have to be replaced. A manager at *************** named **** even spoke to ******************* Tires employees, that informed him that the vehicle is not safe to drive until all 4 tires are replaced at the same time. ****, the manager at the car dealership is REFUSING to replace or exchange them with a new set. They also sold me a car with a salvaged title and did not disclose that information at purchase or prior!

  Business Response

  Date: 07/21/2024

  On 5/3/2024 ****************** purchased a used 2010 ****** Outback with 4 used tires on it. City Auto and ****************** made no agreement to put any new or used tires on the purchased vehicle at the time of sale. City Auto provided a car fax and auto check to ****************** showing the vehicle has a clean title. At some point previous to City Auto's purchase of the 2010 Outback the purchased vehicle has sold through an auction who placed a flag on the vehicles NVTIS report. City Auto is currently working to remove this flag so that a clean title will be issued for the customer.  

• Initial Complaint

  Date:07/08/2024

  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.

  I bought a vehicle from City Auto wholesale two months ago it is their responsibility to make sure that my vehicle passes the smog check or DEQ I have waited and waited for them to set an appointment to fix my vehicle which they have not called me and now my check engine light is flashing indicating a serious failure in the engine I brought it to them today for them to fix it and give me a loaner car so that I can go to work which I am a project manager for a roofing company which means I need to have a decent looking vehicle cuz I deal with clients as well as something I can move materials with these guys wanted to put me in an old pickup truck with a broken windshield best I could do they said or a little ***** sedan that look like it had been driven by a teenager and smashed all over the place and there's no way I could drive either one of these vehicles while they fixed my vehicle and they said it's the best they can do so now I have to go try and fix it myself but money I don't really have and then send them the bill this is totally uncalled for they have vehicles there they could have let me drive that would work for me and my job it's the second vehicle I bought from them or excuse me this is the third vehicle I bought from them so I'm a long time customer and I feel really hurt and I don't understand why some company would do this to somebody they've done business with three times already

  Business Response

  Date: 07/21/2024

  City Auto has offer to fix any emissions related issues at a repair facility whom we contract work with. City Auto also offer to provide a loaner vehicle while **********' s vehicle is in the shop. This offer still stands. ********** can set an appointment and get his vehicle fixed at either shop we contract with. 

• Initial Complaint

  Date:05/06/2024

  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 bought a 2012 Dodge Grand caravan SXT from city Auto Wholesale LLC and the very first day it started overheating. So I called them and brought it back and they kinda fixed that and some electrical stuff. They had it for about 3 weeks. And when I brought it home I noticed that my back windows wouldn't roll down and most of my buttons stopped working. And after that it started stalling and locking up while driving it and that really scared me because I could have really got hurt. And the gas pedal was not getting any power. So I called the dealership again and they kept my van for 4 months. And now the radiator has a whole and it won't pass DEQ and it is stalling and locking up again. This van is extremely dangerous. I called them and now they are refusing to fix it and wants me to fix their mess. I also found out that it was in a wreck 2 months before I bought it and it had 5 other owners before me and it was a rental car. I don't know how many other people have been sold cars like this but I am speaking out before someone dies or gets badly hurt by one of their lemons. Thank you

  Business Response

  Date: 05/15/2024

  We strive to create a happy, stress free car buying experience for all our customers. This includes **********. We also are an open book on the history
  and conditions of all the vehicles we sell. When ********** purchased her 2012 Dodge Caravan, we showed her (as we do with every vehicle we sell) the Carfax report and Auto Check report and had her sign each page of the report verifying this. (See attachment) The vehicle also has a clean NVMTIS Report showing the vehicle has a clean history. 
  
  Our customers are free to have any person inspect a vehicle they are interested in purchasing. They are also able to test drive the vehicle at length to ensure the vehicle runs and drives to their liking. ********** did this and was happy with the purchase. 
  
  If our customers reside inside DEQ boundaries, ********************** guarantees that the car passes DEQ testing. ************** vehicle passed DEQ. However, she never came in to get the plates.They currently are still at the dealership waiting for ********** to pick up. 
  
  If ********** has issues with her vehicle, she just needs to bring it into the dealership so that we can have it diagnosed. We always have a 30 day 50/50 warranty that is intended for these reasons. 
  
  We don't feel that ************* complaints are justified given the car passed DEQ, she test drove the vehicle at length and she signed each page of a Carfax on the vehicle showing its history. 

  Customer Answer

  Date: 05/15/2024

  These people are liars, they never showed me a Carfax report. I had to find out at another dealership. And the van has had problems from day one and they knew all about it. I asked them several times to fix it. I gave them ampt opportunity to fix it. I was happy when I first saw it, but I wasn't when it almost killed me. So if you want to believe that a dealership wants to sell cars to people that could commit vehicler manslaughter so be it. The blood is on their hands. 

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21665810
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 05/17/2024

  This is only 3 out of 577 of the Carfax history report for this van. It is very dangerous. It should not be aloud to be on the road. That is why I am asking for $10,000.00 for compensation and pain and suffering. And not doing right to a disabled person. Thank you. 

  Customer Answer

  Date: 05/23/2024

  It says on their statement see attachments? I looked all over this site where are their attachments ? I can't find any ? I at least have some and if you need more I have a whole lot more. Thank you. 

  Customer Answer

  Date: 05/23/2024

  Also I am raising my refund to $10,000.00. Because that is the amount I am asking for at the small claims hearing. Thank you. 

  Customer Answer

  Date: 05/26/2024

  I just have a few questions ?? how many people do these people do they have to take for granted and take them for a ride in their cars that they probably by at a you pull it. And stick a bandaid on and sell at almost brand new prices. Also they have more bad reviews than GOD has Angels or their are stars in the sky. Does somebody have to get seriously hurt or killed before someone will do anything about this scam of a so called dealership. They are selling cars to people who don't even have drivers license. And don't even care if you have if you don't have insurance  insurance just as long as they get their payment. My vehicle had over 577 complaints about it locking up and stalling on the freeway while driving also the gas pedal would lose power and I. Do you know how dangerous that is that vehicle scared me to death. If I wouldn't be to get off the road I could kill myself or my family or someone else and I could go to prison for vehicler manslaughter. I'm on disability and I need my vehicle to get to doctor's ************* Because I have agoraphobia it is hard for me to use public transportation. These people really need to either shape up or get out of the car selling business. I don't ever want this to happen to anyone else. I am so tired of the consumer getting the short end of the stick because they think we are stupid or that we can't defend ourselves and that the dealer is always going to be on top and get his way like a little baby. You know what I say about that little babies need a bobba. 

  Customer Answer

  Date: 05/26/2024

  GROW UP!!! 

• Initial Complaint

  Date:03/11/2024

  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.

  On 6-7-2023 *********************** purchases a vehicle from this company *************** located at ***** SE McLoughlin Blvd ******** **.*****-7119 ** ***** SE MCLOUGHLIN BLVD.********* ** *****, this COMPANY SOLD *********************** 2016 Compass, which when they sold it, the car had a bad transmission, *********** new that and took over 5000 dollar of his money. Not willing, to pay anything. It stops working after 5 months but started giving him trouble less than 2 months. after purchase. This company need to investigation for bad Business ethics as well for selling Lemon vehicles. He purchased another car from them, but they were not willing to give any money back, which makes no sense.

  Business Response

  Date: 03/17/2024

  CIty Auto offers a free of charge 3 month 5000 mile warranty on the vehicles it sells. If ************ Had a transmission failure in the time it would have been covered for a $250 deductible. It is unfortunate ************ is experiencing vehicle issues City Auto will help in any way we can   

• Initial Complaint

  Date:03/09/2024

  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.

  I financed this vehicle on 01/31/24 through City Auto Wholesale (CAW). After the test drive, I asked the salesperson (JJ) about the service indicators on the vehicle. He told me to give him a call and hed have it taken care of. When the finance company *************** Services, GLS) did their welcome call, I told them there were service indicators on as that was one of their questions. A few days later ** called to say GLS is considering not financing the car because there were services promised to me that did not occur. ** advised me to tell the finance company that they had completed the services and to schedule an appointment with their mechanic (Mani). After speaking with ****, he told me that one of the services he would not be able to do because he didnt have the equipment. I told this to ** and got no response. I also reached out to ** about lowering the payments on Feb 27th because I began having financial challenges. No response, so I called and ** said he would see what he can do and get back to me. After another no call back I reached out to GLS to ask if there were any options I could explore. They said CAW could cancel the contract. I called ** again and asked him about canceling the contract. He said he would talk to the manager (*******************) but never got back to me. I called again to follow up and ** said **** basically said no. ****, **, and I had several additional conversation about returning the vehicle and the service orders. **** said they dont have a return policy and to do DoorDash or Turo to pay for the vehicle. ** also advised me to now speak to **** about any service requests. I called **** back and he said if its not in writing or under warranty then they dont cover the services. I told him ** verbally expressed they would cover the services as they were pre-existing. **** told me to speak with ** regarding any agreement. Throughout this whole experience, I noticed they practice bait and switch.

  Business Response

  Date: 03/17/2024

  City Auto offers a 30 day exchange program. If for any reason a customer is unhappy with a purchased vehicle they can exchange for another vehicle of equal or greater value. This offer is subject to financing. Any repairs promised by City Auto are put into writing on a form called the work due bill, which if no work is promised clearly states "no work promised or due". This form is signed by the customer and the dealer.   

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21410636
  
  I am rejecting this response because:

  City Auto Wholesale made a misrepresentation in the course of selling, leasing, and arranging financing for this vehicle. In addition to the conversations between ****,**, and I, **** admitted my application was submitted for cars that are not on their lots and find cars of equal value to sell as well as ignoring a counteroffer received from a finance company. Although City Auto Wholesale engages in sales discussions, they do not honor their "verbal contracts," instead they hide behind their "written contracts." In addition to the deceptive sales practices, I was sold a vehicle that was overvalued and misrepresented quality. After taking the car to ********************, on top of the pre-existing conditions, it was also found that the car has been in an accident and has a substantial amount of damage in the interior of the rear bumper, amounting to about $9,000 worth of repairs. Although I purchased an extended warranty with City Auto Wholesale, it did not benefit me as a consumer after learning that my extended warranty would not cover any of  necessary services and/or repairs. Overall, City Auto Wholesale and its employees lied to me about the quality of the car, got me in a $17,000 loan agreement, engaged in deceptive sales practices as well as bait and switch. I am no longer interested in working with an organization that engages in deception just to obtain a sale and not have enough respect for and commitment to its consumers to offer valuable products, honesty, follow up to ensure they are satisfied with their purchase, can-do mentality, and empathy.

  Bait and Switch Rules An advertisement offers vehicles for sale or lease, vehicles at a specific or discounted price, or specific interest rates or credit or finance terms when such assertions are deceptive, false, misleading or not sincere good faith offers, including, but not limited to, the following:
  

  (A) Statements or illustrations used in any advertisement which create a false impression of the grade, quality, year of model, size, usability, origin, price, interest rate,down payment, monthly payment, make, value or model of the product offered, or which misrepresent the product, interest rate or terms of sale or lease in such a manner that later, on disclosure of the true facts, the purchaser may be switched from the advertised vehicle to another vehicle or to a higher interest rate or different credit or finance offer (See 16 CFR 238, FTC Guides Against Bait Advertising);

  (I) Offering credit or finance terms, including, but not limited to, low down payments, low monthly payments or low interest rates or credit or finance terms, which the advertiser cannot provide, does not intend to provide, does not want to provide, or which the advertiser knows or should know are not available or cannot be provided as advertised. The purpose of the offer is to switch borrowers from the advertised credit or finance offer to other credit or finance terms, usually at a higher interest rate or on a basis more advantageous to the person making the offer;

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

• Initial Complaint

  Date:02/26/2024

  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.

  April 15th, I went to City Auto Wholesale to purchase a car was shown a few cars all had issues found A 2015 *** ****** that was priced on website (most of the cars aren't priced) for $10,700 w/ 72k miles took on a drive around the block seemed to drive fine, interior was very dirty. I told them from the start I only had $500 down I was then told $1k down but they would work with the other $500 but to lie to the bank and say I gave $1k I appreciated they would help me out so I agreed then my Insurance wouldn't insure the car due to high theft rate then they offered to use the $500 to start a new insurance policy and make payment arrangements for now the $1k down I was again thankful and since I needed a car I agreed on Apr, 19th I call tell them I wasn't happy with car it was releasing toxic fumes that made me sick and tired while driving and car overheated and smoke was rolling out from under the hood when I got to car lot car also didn't lock they were only concerned with getting the car loan finalized bank wanted 3 more bank statements they had the bank on the phone almost immediately but no approval I was then told I owned the *** this was a lie there was never an approval on the *** when I was mislead to believe my options where they could fix the *** or exchange I didn't trust it being fixed since they had known it had issues in fact they sold the *** next day said the mechanic said it had no issues I plugged a scan tool into *** I have the list of issues it had they show more cars I can exchange for and only one of them started a 2011 scion xb 200k miles value $2k they used same contract sold it to me for $10,700 and it has already blown up they offer to fix it but why would I trust that they sold *** knowing it was smoking said it was fine and the scion issues are more than the car is worth they already knew that and there should have never been an exchange since there was never an approval on *** to begin with! I talked to the lender.s **** and *****

  Customer Answer

  Date: 03/04/2024

  I put the wrong date it should be Feb 15, 2024 and Feb 19, 2024 and the amount should be $11,200

  Business Response

  Date: 03/06/2024

  We have reviewed the complaint and came to the following conclusion. ****************** purchased a 2015 Kia ****** from City Auto on 2/15/2024. On 2/21 ****************** reached out with complaints regarding the purchased vehicle. City Auto offered to fix the mechanical problems or offered to allow ****************** to use her 30 day exchange which is available to every customer. ****************** choose to exchange the 2015 Kia ****** for a 2011 Scion XB. At both points of purchase the sales price and monthly payments were presented before contracts were signed for vehicles.  City Auto does not have a mechanical inspect process for used vehicles. We instead offer a 30 day exchange, a 30 day 50/50 warranty, and a 3 month 5000 mile warranty. All of these are free of charge to the consumer.    

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21350855
  
  I am rejecting this response because: ***** was never an approval for the 2015 Kia ***** for ***** should have never been an exchange
  
  Sincerely,
  
  *************************

   

  Customer Answer

  Date: 03/14/2024

  This company should not be allowed to do business I have consulted a lawyer and the lenders who were/are involved along with the ****** *** and the Federal *** consumer protection  I brought back a car that had major issues it was smoking and overheating when I took it back there was never a finalized loan when I told them I was bringing it back they did an fraudulent exchange on a junkyard car and I have proof from the lender  there was never an approval on the 2015 **** I had to file bankruptcy because of the actions done by City Auto Wholesale I think  flyers of my experience will be left on doors in neighborhoods all around the State