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:08/25/2025

  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.

  We are seeking compensation for two instances. First, we bought the truck from them, and not 20 minutes later had to bring it back and when they diagnosed the problem, the entire clutch was melted. Not something that could have happened in the 20 minutes we had it for. We were then out of a truck for a week. We also were concerned because the truck was shaking really bad. It was quite noticeable and they said drive it for 2000 miles and let us know if its still shaking we drove it for about 300 or so miles and the entire drive shaft FELL OFF while we were driving. (Id love compensation for that as well, but I cant get ahold of anyone to get a receipt on how much that cost) these did go under the warranty that I purchased however they were existing issues that should not have penalized me on my warranty. Im now close to 5000 dollars off of my warranty and they only cover how much the truck cost. Ive had the truck less than 2 months. I should not have these hits to my warranty already. When the drive shaft fell off, we had to get a rental car. We did everything **** told us to do, and he promised us that the warranty would cover the rental car. It did not. I had to pay almost 500 dollars for that. So what Im seeking is compensation for at minimum the first fix that went on my warranty (as it was obviously an existing issue from before we drove it off the lot) as well as compensation for the rental car that they swore up and down was covered. They even stated they called the warranty company and got us approved for the car as well as even a five day extension. We called the company as well and they said no one called us and we absolutely do not do it that way or make extensions

  Business Response

  Date: 10/09/2025

  First Issue: AC Clutch
  
  To further elaborate on the first issue, the 'clutch' was actually the clutch on the A/C compressor. The vehicle was brought back because the air conditioning suddenly stopped working after approximately 20 minutes of driving. Prior to this, our initial service inspection ***orted an absolutely ice cold 43-degree air conditioning output, which we have photographic evidence of. The pump seized, which caused the clutch to melt down.
  This failure is absolutely something that can happen spontaneously. If the pump had been seized beforehand, there would have been no air conditioning at all. The customer confirmed that the A/C was blowing ice cold on the test drive and on the way home. Failures of this nature can occur at any time, which is why the service contract she purchased covers the vehicle from 'day 1, mile 1'. The entire ***air was covered under the service contract with zero out-of-pocket cost to the customer.
  
  Second Issue: Driveshaft/Shaking
  
  To further elaborate on the second issue, which occurred one month later, the driveshaft did not simply 'fall off' the vehicle. It is believed that the universal joint (U-joint) in the driveshaft failed. The exact cause is unclear as the U-joint and the ****** on the end of the driveshaft were destroyed. This is a used lifted truck with large aftermarket wheels and tires.
  The 'shaking' was noted ahead of time, and measures were taken to rectify it. Two tires were ***laced before the vehicle was listed for sale. The front two tires, which had some uneven wear, were rotated to the back and needed to be driven on to even out the wear pattern. Uneven wear patterns on tire tread can, and do, cause a shakea different type of vibration than a bad U-joint would cause. Regardless of the cause, as she stated, the ***air for this issue was also fully covered under the purchased service contract.
  
  Rental Car Reimbursement
  
  The rental car issue is 100% due to the customer's refusal to follow the necessary reimbursement process.
  

  1.    I initially instructed the customer to call the roadside assistance number associated with her service contract, clarifying that I was unfamiliar with their internal rental car process.
  2.    When a delay in parts required a rental car extension, I contacted our service contract ***resentative, who instructed our service writer to call the ***air *** for an authorized extension. This extension was approved by our assigned ***air ***resentative.
  3.    Simultaneously, the customer called the general ***** number and was incorrectly told by a random ***resentative that extensions were not granted.
  4.    We informed the customer that the extension was approved and that she only needed to provide us with the receipts so we could attach them to the ***air order for reimbursement through the service contract company.
  5.    She has refused to bring us the receipts based on the incorrect information she received from the general hotline.
  

  We have informed the customer multiple times that we can still request the reimbursement, but she has to submit the rental car receipts to us so we can complete the claim. Her current situation is a result of her choice to discontinue the process.
  
  Conclusion
  
  We will not be providing any compensation. The customer has incurred zero out-of-pocket costs for the ***airs in question, as both were fully covered by the service contract she purchased.
  Furthermore, we cannot process the rental car reimbursement without the required documentation (receipts) from the customer, as this process is managed by the service contract provider, not our dealership. We have fulfilled all our obligations and followed the instructions given to us by the warranty provider's ***air ***resentative.
  We object to the customers claims that we lied about contacting the warranty company. We stand by the fact that the entire situation regarding the rental car is a direct result of her decision to stop communicating and refuse to provide the necessary receipts, despite confirmation that the extension was approved.

  Customer Answer

  Date: 10/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We were told all four tires were switched before purchasing the vehicle. We were also told that the shaking was due to uneven tires, and to drive them for 2000 miles. Less than **************************************** in better terms, did quite literally fall off. How is that safe to allow a customer to drive that off the lot when theyve made it abundantly clear it isnt an unbalanced tire issue? You wouldnt even look at it  
  

  not ONCE did we ever get told that it wasnt from the warranty company for that car rental extension. We were told that it was the warranty company by both **** and ****. Even so, I have messaged **** a few times simply to get a receipt for the work done in which you have failed to provide. 
  

  shay walked us through how to get a rental car that day. But EVERY rental place was closed. So he told us just get one and then they can backtrack and cover it from the day you got it which was a LIE. We asked the warranty company if they do this sort of thing and they said no they do not. 
  

  And on top of it, so many things CONTINUE to go wrong with this vehicle. Our entire exhaust system fell off. Our starter decided to stop while we were in the middle of a busy intersection leaving us to direct traffic and hope we dont get run over. This car has been an issue since we got it. 
  

  also, we were told this warranty covers EVERYTHING. Not the exhaust system though obviously. When we bought it, **** told us that everything bumper to bumper would be included, with absolutely no exclusions. Again, another lie. We paid out of pocket because it wasnt covered. Oh and every time something goes wrong, which is often, we are told by the warranty company we have no rental car insurance or towing so thats cool  

  Id love to see when and where you told us that we had to provide you with receipts for reimbursement of the rental because you never did. 
  

  your company has continued to lie to us time and time again. You dont care about the safety of your customers, you care about a quick **** and its been proven. 
  

  (I mean look at how you screamed at me in front of customers and all of your employees because I came in upset that I was in a car from you that caught fire!) 

  I have plenty of receipts and can prove Ive reached out with no response. Or is it because you have the wrong number for me again? Maybe you want to call your workers autistic again..

  I will gladly provide other pictures and receipts of you going unresponsive to me  

   

  attached is the driveshaft picture  

  Regards,
  
  ****** ********

• Initial Complaint

  Date:05/12/2025

  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.

  I purchased a 1987 Pontiac Fiero from NFI Empire with ~85K miles and signed papers electronically on April 4th, and wired the payment to them on April 5th. I was not able to get to the location in person so purchased this online based on information I received from the dealer and online pictures. The description online had no indication of pending issues, but it had 4 new tires. I opted to use a shipping service through them which left me in the dark, I had no information on the shipper and I asked many times about the status. I did not know the *** and it showed up and I wasn't there for it and had to make the driver wait 1/2 hour. First off, car was dead on arrival. In a nutshell, this car is not safe to drive. The brake seized then the rusted brake line broke and leaked, I had a shop look at it, it will take $5000 just to get the car running and PA inspectable not even looking at the engine yet. This includes all new brake lines, steering stabilizer, lights that don't go up on their own, front hood latch that doesn't stay shut among other things, rotted throttle cable, fuel lines, etc. I understand even as an AS-IS basis, dealers are required legally to fully disclose, in writing, if a car cannot pass PA Inspection, and if I choose to purchase that it my choice. I was not disclosed this information. The dealer claims it was a good deal, the car was in great condition when it left, and this is to be expected with a car this old. I have text messages and emails and pictures and mechanic evaluation. All of this has already been submitted to the dealer. They feel there is no issue, it is As-Is and that is that.

  Business Response

  Date: 07/09/2025

  ******* purchased this almost 40 year old car AS IS for $5600 and was informed of the issues that we observed prior to purchasing. The car was not owned by the dealership and was sold on consignment. The car had been out of inspection for ********************************************************************** the window. The car was in proper driving order when it left our facility and even came with 4 brand new tires on it. The real issue occurred when ******* drove the car around her city with the parking brake fully engaged. She drove it soo long that the left rear wheel got soo hot that it changed the color of the rim, melted the rear brake components to failure, over heated the engine, and loaded the intake up with soo much fuel that it blew a fireball out the side of the car. The brakes are leaking because ******* got them soo hot that they blew the brake hose. Aside from the immediate assistance that we have provided every time ******* has called and text us to help her with the problems that she created, there is nothing further that we will be able to do in this situation. 

• Initial Complaint

  Date:05/09/2025

  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.

  We bought a used vehicle from NFI Empire site unseen with the understanding that we would have two business days to return the vehicle if it was not in satisfactory condition. We had a mechanic check out the vehicle and he said it was very ***** and the engine was clicking and that in his opinion he would return it. We informed NFI Empire that we would like to return the vehicle and they said to have it looked at by a ****** dealership mechanic before sending it back. We agreed and had a ****** dealership mechanic look at it. They said that while there was not a problem with the engine, there was $5,195 worth of repairs needed and that there was "more than a little" rust. I asked if *** would cover these fixes and they said that ****** was price gouging us and that the necessary parts were $350. At that point it had been one week since we purchased the vehicle. It became very difficult to get a hold of anyone at the shop. They were always "busy with other customers", "dealing with end of month meetings" and even "visiting the hospital". Infrequent texts and calls ensured me that they were still discussing what they wanted to do. None of the 3 employees I spoke with originally ever reached back out to me without me initiating the contact. I finally was fed up and sent the car back which cost us $700 dollars. This was on April 7th. This is where the delay became ridiculous. We waited until April 24th to get a check in the mail. When the check arrived it was $484 less than we paid. It turned out that after we had said we wanted to return the car, they moved forward with title paperwork anyway and would not refund that money. After everything was done, we had lost $1,858 dollars in car shipping fees back and forth and paperwork for a car they marketed as being worth $29,475 when it was worth $5,195 less. I believe that to be misleading. The delay of payment and charging me for paperwork I never received is unfair and I think that should be refunded.

  Business Response

  Date: 07/09/2025

  ****** bought this vehicle from us with an option to return agreement after a 3rd party inspection once the vehicle was delivered to him. The first mechanics inspection was obvious to us that he had never looked at a ****** before so we recommended he take it to a ****** dealership. As ****** stated, we were correct in that there was no issue that the previous mechanic had thought he observed. The ****** dealership did however give a list of "recommended" items that were almost all from the manufacturers recommended maintenance interval list and not actually because there was anything wrong with them. Spark plugs, front and rear diff fluid changes, transfer case fluid change, serpentine belts, all things that ****** even admitted were not necessary. There was a leaking strut, a worn bushing, and a missing brake clip. These three things were the only legitimate things that we agreed should be replaced. Being a service shop ourselves, we could clearly see that the labor times did not match up to any labor guides that exist and the dealership was price gouging on labor. ****** refused to take it to another shop that was going to give a fair and honest labor rate for us. Because ****** insisted on using ******, we offered that if ****** paid for their labor, we would send ALL of the parts to ******, including the recommended maintenance parts that weren't even necessary. ****** refused that offer and in the end we took the vehicle back and refunded the money. ****** was informed that our checks are sent on Fridays. When the tracking on the first check showed an issue, we sent a second check which arrived to him successfully. From the time the vehicle was received back by us, all of this occurred within 8 business days. There was no delay on the refund on our end. He had tracking information, and could see everything. They were refunded the full sale price of the vehicle and knew before purchasing the vehicle that they were responsible for all costs, including shipping and inspections, if they decided to send the vehicle back. There is nothing further that we will be able to do for this situation. 

• Initial Complaint

  Date:03/07/2025

  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.

  vehicle was purchased 12/26/24 received it approximately 3-4 weeks later car ran hot first day and have numerus problems with it and eventually have to replace engine that was supposed to be from r p racing engines, the manufacture states that someone put their sticker on it because it is not one of their engines. Now no sign of the title and have made many calls only to get voice mail and very few responses. There is a lot of money invested in a car that is not in my name and the ********************************************************************** back very unsatisfied with whole company

  Business Response

  Date: 04/17/2025

  That vehicle was a freshly built full resto-mod with a brand new custom chassis, steering, suspension, and drivetrain, built by another shop. I personally drove that car for 2 days on August 30th and 31st of 2024, to and from home and work, and around town to make sure the car was in proper order as it was a fresh build from another shop. I even drove the car on the interstate. Not only did the car perform flawlessly with zero issues, it drove better than a lot of newer cars because it was soo extensively upgraded. It was then detailed and then parked in my showroom until it was sold. We are in ***************** and the customer lives in *******. I do not know what could have caused the car to overheat when it got to FL when it never did so while it was here. The only variable would be the temperature difference outside. All I know is that I put the car through a thorough 2 day long test drive when it was here and had no issues. As for the engine builder, *****************, the name and phone number were present on the valve covers and boldly visible in all of our photos. I spoke with the customer prior to purchase, and called the engine builder to try and get specifics on the internals of the engine as well as the build date of the engine. I told the customer that the shop could not give me any information about the engine as they do not track their engine builds by the engine itself, rather by the car that it was installed in, if they were the ones to install it. The engine shop tried searching their database for us by every means possible but there were no results. That does not mean that they did not build it, it just means they cant verify it. I did clearly discuss this with the customer prior to purchase. As for the title, I have verified that the title was sent out over a month ago and shows received by the customer. If there are any other questions or concerns, I can be reached at ************, ask for ****. 

  Customer Answer

  Date: 04/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ***

• Initial Complaint

  Date:12/16/2024

  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 placed a car on consignment with my local credit union loan in place, three months prior to its sale on 10/15/2024 (Stock #C3786). The credit union received payment a week later, paid off the loan, and electronically released the title to ***, as both Ohio and ************ are electronic title states. Now, on 12/16/2024, I have yet to receive the balance owed to me, as stipulated in the contract.I reached out to **** via email on 10/15 and 10/25 regarding the payment but received no response, leaving me feeling ignored. Despite making over 20 phone calls, I only got through once. The older gentleman from sales that answered and I spoke with promised to have someone contact me about the payment as he took my number down, but two weeks later, I still havent heard anything. Ive also left messages with both the consignment department and the general manager, but theres been no follow-up.After waiting three months without my car, I was finally contacted on the last day with an unreasonably low reserve offer. The emphasis was on giving me the smallest payout possible to prioritize paying the staff first. This last-minute offer was far below what I had been offered by dealerships before I signed the consignment agreement. This entire experience has been disappointing, and I cannot recommend this service to anyone. I expect to receive the difference owed from the sale so that I can move on and never have to deal with this company again. I am filing this complaint with the BBB as a first step, and I expect a resolution soon.

  Business Response

  Date: 02/12/2025

  The reply to this complaint has been delayed due to the fact that it was expressed to us by **** that it was going to be removed after he received full understanding of what had taken place with his title. The frustrations were understandable with the lapse in communication, in which there was no excuse for, but only an apology. The remaining proceeds that are due to the consignor after a payoff balance are made are held until the title is received by the dealership for the protection of the buyer, to ensure the title is received and transferred to the new owner. This was known by the consignor, and his fully detailed in the signed agreement. This title was an electronic title issued in the state of ****, but after the lien is fulfilled it is not released electronically to the owner or whoever paid it off, but to the ******** to then have a paper title issued and picked up by the owner at their local ***. This process unfortunately may take some time and is out of the hands of the dealership. Many times the title is mailed to the previous owner (consignor) and not to the dealership, which is why the balance check is held until title is received. The title has been received and the consignor paid, with full understanding and transparency. Again, we apologize a lapse in communication when it was needed. We are happy the consignment agreement was fulfilled successfully and a sale was made. There are times when a vehicle may not hit a desired target for a sale number, but the consignor is always 100% in control of accepting or declining an offer. It is our job to bring all offers to the table for the owner to be able to make the decision to sell or not. We are happy this time it was accepted and both parties received what they desired. 

• Initial Complaint

  Date:06/01/2023

  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.

  I sold a 2022 Bronco over two weeks ago. I have not received a payment for the bronco nor has my bank been paid off. I am still making payments for a vehicle I sold over two weeks ago. I was dealing with Dan now Shea is so called helping me but his checks keep getting lost in the mail. I’m going to the state police to see if they can help find two missing checks.

  Business Response

  Date: 06/27/2023

  This gentleman has a clear outline of dates, next actions, and items needed in order to complete his transaction.  This black and white outline is on the contract that he signed in person at the dealership.  NFI Empire has exceeded every expectation and deadline, continuing to go above and beyond for this customer.  
  
  ***** ****** has received a letter from our legal team warning him against slander, continuing to post fabricated details on different social media platforms, and working to cause harm to the company.  Despite receiving the letter from our legal team, and me personally confirming his acknowledgement of the letter with him, he continues to provide harm to the company.  
  
  ******* complaint you have does not make sense. 
  His nature of the complaint is  - Repair Issues, which is not true.  
  Dan was the individual that he worked with.  
  Shea is the General Manager. 
  ***** was well aware that the check arrived at his bank prior to June 1st, and he had the tracking number for this check.  
  ***** has also acknowledged that he was not entering the tracking number properly.  
  
  *Please see ******* acknowledgement of his payoff check being received by his bank prior to his complaint being filed.  

  I have his final check sitting in front of me on my desk.  In fact, I  reached out to him to schedule a time to pick his check up AFTER HE SIGNS OFF ON HIS TITLE.  As usual, ***** has not responded although the message shows as delivered and it was delivered to the same number he continues to attack us from.  
  
  Please be aware ***** did not own his vehicle.  He had a loan on his vehicle.  NFI Empire paid his vehicle off and the title is still in his name.  NFI Empire needs him to sign off on the title, prior to paying him his equity balance.  This is perfectly normal and laid out in his contract.  
  
  Please make note and be aware that I will be reaching out to our legal team today with this letter and additional items ***** has posted over the past week in order to cause damage to NFI Empire. 

   

  Regards, 
  ******