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:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the vehicle 10/30/2024 Amount paid $68,198.24.We were supposed to receive a clean, well looked over, certified pre owned quality 2024 ****** Tundra.We received a vehicle that had close to $2,000 in body damage. The vehicle was described to us as a vehicle with no damage. Auto Universe did not disclose any damage whatsoever. Auto Universe said they looked over the vehicle thoroughly. We have been trying to have this issue remedied by Auto Universe. Auto Universe has made no attempt what so ever to remedy the situation with agreeable terms. He only stated that Auto Universe (which is a 14hr drive away from our home) could fix it for less than the estimate we received from a local ****** dealership. I have made an attempt to call almost daily for the past 6 weeks and have only been able to speak to the owner/** on one occasion. He refuses to return phone calls or emails.On the single occasion I was able to speak with him, he claimed I should have noticed the damage under the body, as it was big and noticeable. Yet previous to him stating that, claimed they did not notice any damage as it was looked over thoroughly.Their online advertisement had described the vehicle as certified pre owned quality. I saw this ad on CarGurus and 10/25/2024.

  Business Response

  Date: 12/19/2024

  Thank you for forwarding the complaint regarding the purchase of the 2024 ****** Tundra. We take all customer concerns seriously and wish to address the claims made by Mrs. ******** ***** with transparency and accuracy.
  When Mrs. ****** husband initially inquired about the vehicle, we provided a detailed video walkaround and ensured they had every opportunity to ask questions or arrange a third-party inspection before proceeding with the purchase. They were informed that the vehicle was being sold as-is and were given the option to inspect the vehicle or have an independent inspection done before finalizing the sale. After reviewing the video and confirming satisfaction with the information provided, they placed a deposit to hold the vehicle.
  Mrs. ***** flew to ******* to complete the transaction, and upon her arrival, we picked her up from the airport. At the dealership, she had ample time to inspect and test-drive the vehicle before signing the purchase paperwork, which included an as-is agreement. During this visit, Mrs. ***** also had an extensive conversation with our manager about her plans to install running boards on the vehicle. The area where the running boards would be installed was carefully reviewed by Mrs. ****** our manager, and the salesperson. At no point during these discussions or inspections was any damage noted or reported by any of the parties involved.
  The day after the purchase, Mrs. ***** contacted us to report dents that she claimed were present prior to the sale. The photos she provided depicted damage that would have been immediately noticeable during any inspection. Neither Mrs. ***** nor our staff observed these issues at the time of the inspection and at the time of the delivery of the vehicle. Nevertheless, we acted promptly by requesting additional photos and an estimate to review her concerns.
  When Mrs. ***** provided an estimate of $2,000 for repairs, we felt this quote was unreasonable. The type of damage depicted can easily be fixed for less than half the cost of the estimate she received. Despite this, we escalated the matter to the owner for further review. The owner attempted to contact Mrs. ***** at the number left by her husband to call back, but the call was never answered.  It was later clarified that Mrs. ***** had expected a call to her cell phone and not the number her husband left with the message. Throughout this process, the owner maintained professionalism and acknowledged that while a minor scratch underneath could have been missed, the dents described were too significant to have been overlooked during any inspection.
  The vehicle left our dealership in excellent condition, as confirmed by the video walkaround, the CARFAX report, and the in-person inspection conducted by Mrs. ****** We also cannot account for any events that may have occurred during the 14-hour drive from ******* to ********** which may have contributed to the damage in question.
  We pride ourselves on conducting business with integrity and professionalism. The sale was completed with full transparency, and the vehicle was thoroughly reviewed and approved by Mrs. ***** at the time of purchase.
  
  

• Initial Complaint

  Date:11/13/2024

  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.

  I purchased a 2018 ********** the dealership had got me financing, I PUT ******* DOWN. TO MAKE A LONG STORY SHORT I LIVE IN ***********, BOUGHT A CAR IN *******, FINACED IN **********,. THE PROBLEM IS THEY SOLD AND FINACED ME A CAR THAT STILL BELONGS TO NEW YORK DEALERSHIP. MY VECHILE HAS BEEN PURCHASED AND FINACED ILLEGAL, I CAN LITERALLY BE ARESSTED FOR THIS! I NEED MY MONEY BACK ,NO RESPONSE AT ALL FOR MAINTENANCE, WHICH I PURCHASED EXTRA ALSO I PAY MY PAYMENTS ON A CAR THAT BELONGS TO ********.

  Business Response

  Date: 11/26/2024

  Thank you for bringing this matter to our attention.
  
  We would like to clarify the following: The customer did not bring this issue to the dealerships attention before filing a complaint with the Better Business Bureau (BBB). In the past, the lending institution contacted us about an issue with correcting the lien on the vehicle. We promptly informed the lending institution that all necessary documents had been submitted to the county clerk's office.
  
  After receiving this complaint, we reached out to the lending institution to confirm the status. Upon investigation, we determined that a mistake by the county clerk caused delays in updating the lien. We worked diligently with the lending institution and the county clerk to ensure the matter was resolved.
  
  It is important to note that the customer was never at risk of arrest, as claimed. The vehicle ownership issues were strictly procedural and involved the lending institution and the county clerks office. The dealership had no role in these issues beyond submitting the necessary documentation as required.
  
  We have attempted to contact the customer to explain the situation and provide any additional information they may need, but our calls have not been answered.
  
  We remain committed to addressing any concerns the customer may have. The customer is welcome to contact the lending institution directly for confirmation of this resolution. Upon request, we can provide the name and contact information of the appropriate representative at the lending institution.
  
  We take customer concerns seriously and would have been happy to assist earlier if this issue had been brought to our attention directly.

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22553507
  
  I am rejecting this response because: In regards to being notified  from the State I reside in,NOT the dealership, Auto Universe nor the lender ********** had reached out to me ,not an email, letter, nor a phone call, or text. have also tried to contact the dealership prior to this incident about my service agreement.  I am beyond upset on how a company did not let a consumer know anything in regards to this matter. I had to find out 5 months after the purchase of a vechile on what was happening. Also, all parties have an email, work number, and my address. As far as my cell phone, I switched carriers ,I  do have the same  phone number ,however I do not have a message. Also, how unprofessional this company has been. The paperwork was incomplete ,as i drove out I was stopped to sign more paperwork,  drove across town to another store to pick up the spare key. And had to sign the warranty  paperwork  that they forgot  to have me sign! The only contact since I drove off the lot, was calling for weeks about a tag, oh and purchasing a battery1 week after. They paid me back half for it I have the photos of the instalation of the battery ,and paperwork.  This whole ordeal has been unprofessional, causing me panic attacks and scared that I  was driving an illegal vechile. AGAIN AT NO TIME WAS I NOTIFIRD FROM ANYONE, BUT THE STATE OF ***********! I FEEL THEY ARE WRONG AND SHADY ABOUT HOW THIS IS OR BEING HANDELD. I have additional information that I will need to print off my phone. However at this time I am working.
  
  Sincerely,
  
  ******* ******* - ******

  11/26/2024

  Good morning. I have sent in a complaint in regards  to a vechile I had purchased at Auto Universe in *****************. I put ******* dollars down, they got a lender out of California  ,Lentegrity.  It took 2 months to get tags in ************  I had to replace the battery 2 weeks in. Also, called about the extended warranty, not an answer. Cime to find out the vechile still belongs to the STATE OF ******** AND HAS LEAN ON IT! SO the state of Mississippi let me know. I am making payments on a vechile that is illegal.  What do I do ,also I  will be more then happy to return the vechile at this point! The dealership  is beyond Shady!

  ******* ******* Corley 

  ************ 

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

  Business Response

  Date: 12/19/2024

  We appreciate the opportunity to address the concerns raised in this complaint. While we regret the inconvenience the customer has experienced, we must clarify the facts of the situation.
  The delay with the vehicle title was due to an error made by the county clerks office. Auto Universe submitted all required documents at the time of purchase and was not involved in the procedural delays. Once we became aware of the issue, we worked with the lending institution and the county clerk to ensure the issue was resolved.
  The customers claim that the vehicle was illegal is incorrect. The procedural issue with the lien did not impact the legality of the vehicle or the customers ability to drive it. At no point was the customer at risk of legal consequences, customer can verify this information with their local DMV
  Regarding communication, we have no record of the customer reaching out to our main office or service department. Instead, it appears that they might have attempted to contact the salesperson who is no longer with our dealership. We encourage all customers to contact the dealership directly to ensure their concerns are addressed promptly.
  As for financing, the customer requested that we secure a loan on their behalf, and we obtained approval through **********. The lending institutions location in ********** has no bearing on the vehicle title or any other aspect of the transaction. The customer had the option to choose their own financing but opted for our assistance.
  The spare key was located at another dealership location. While the customer chose to retrieve the key themselves, we would have gladly arranged to mail it had they requested.
  The customer also mentioned replacing the battery shortly after purchase. This issue was not brought to our attention beforehand. However, as a gesture of goodwill, we reimbursed half of the cost.
  While we regret any inconvenience caused by needing additional paperwork to be signed post-delivery, this was a human oversight. All warranty documents were provided to the customer at the time of delivery and can me made available to them again upon request.
  We understand the customers frustration; however, ********************** has acted appropriately and in good faith throughout this process. We remain committed to resolving any remaining concerns and encourage the customer to contact us directly to discuss further.

   

  
  

  Customer Answer

  Date: 12/28/2024

  I received an email on Christmas  eve, very convenient for Auto Universe. Due to the holiday's I could have missed the opportunity all together to reply. I have been paying on a vechile since I put *******  down. I see that they had mentioned that I opted out of my own finace company, which is incorrect.  I also see the original seller I had delt with is no llonger employed at Auto Universe . However , I find it funny that a man who was the seller at Auto Universe just sent an email to recommend their company. I am beyond dissatisfied  with the transaction. I put ******* down. I signed paperwork, I am supposed to have a warranty program, however I do not have any paperwork on the transaction ,which was an additional ******* on this vechile. The dealership took around two months to send any information for a tag to the County Clerk in ***************; MS. ****** No one had notified me that I have been paying on a vechile that has no title work ..... I have tried to contact diffrent agencies on the ***** of December.  Well no suprise, they are closed for the Holiday season. I still do not have any type of proof that there is a legal document on the vechile. Auto Universe was told prior to going  to ********* that Mississippi  has a 7 to 10 day request for all of the tag information. Again took two months. And absolutely I drove to the other dealership  due to one dealership  to the other had known I was coming to purchase a vechile and not having anything at I am assuming their other store. The original lady,(****) was very nice, her supervisor  ******, whom, I have reached out to via text, (also sent the email to recommend Auto Universe), had not once returned any call or email on service. I also looked again through my paperwork,  I signed for the extended warranty but. ... Again I have no information on that. The bottom line is the whole deal is "Shady", There was NO NOTIFICATION ABOUT THE ****** If the State of Mississippi  did not reach out to me I would of been completely in the dark. Not knowing that oh there is no title . So we are 6 months in of having a vechile , paying on it no communication at all from Auto Universe. I honestly  feel they took advantage  of me. Also, if you hired a person who was incompetent to sell vechile 's that falls on them. I made it clear prior to going to *********, the rules and regulations of The State Of Mississippi.  The whole deal has been disheartening and I feel they scammed me. I still have no idea if there is a title anywhere. Also, what i am paying for the additional ******* for maintenance that I do mot have a ***** of paperwork on. AGAIN...NO ONE IS COMMUNICATED ANYTHING TO ME. HOW THIS WAS BROUGHT TO MY ATTENTION IS ABSOLUTELY 100% CRAZY! I HAVE BEEN GOING BACK AND FORTH WITH AUTO UNIVERSE THROUGH THE BBB OF *********. I , yes should of researched this company prior to purchasing a vechile from them as I am coming across many other people with similar experiences.  This whole ordeal has made me have anxiety, nervous, and they say the car is legal, but ****** where is the title? For real If I were to be pulled over I could indeed go to jail,for all I know this car could of been stolen.I have no clue. AND AGAIN THE LACK OF COMMUNICATION AND TRYING TO SWEEP ME UNDER THE *** IS ABSOLUTELY PITIFUL ON THEIR PART.

  THANK YOU FOR YOUR TIME,

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

  ALSO, VERY CONVENIENT TO RECEIVE AN EMAIL ON CHRISTMAS EVE. I REALLY APPRECIATE THAT.

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22553507
  
  I am rejecting this response because: I received an email on Christmas  eve, very convenient for Auto Universe. Due to the holiday's I could have missed the opportunity all together to reply. I have been paying on a vechile since I put *******  down. I see that they had mentioned that I opted out of my own finace company, which is incorrect.  I also see the original seller I had delt with is no llonger employed at Auto Universe . However , I find it funny that a man who was the seller at Auto Universe just sent an email to recommend their company. I am beyond dissatisfied  with the transaction. I put ******* down. I signed paperwork, I am supposed to have a warranty program, however I do not have any paperwork on the transaction ,which was an additional ******* on this vechile. The dealership took around two months to send any information for a tag to the County Clerk in ***************; MS. ****** No one had notified me that I have been paying on a vechile that has no title work ..... I have tried to contact diffrent agencies on the ***** of December.  Well no suprise, they are closed for the Holiday season. I still do not have any type of proof that there is a legal document on the vechile. Auto Universe was told prior to going  to ********* that Mississippi  has a 7 to 10 day request for all of the tag information. Again took two months. And absolutely I drove to the other dealership  due to one dealership  to the other had known I was coming to purchase a vechile and not having anything at I am assuming their other store. The original lady,(****) was very nice, her supervisor  ******, whom, I have reached out to via text, (also sent the email to recommend Auto Universe), had not once returned any call or email on service. I also looked again through my paperwork,  I signed for the extended warranty but. ... Again I have no information on that. The bottom line is the whole deal is "Shady", There was NO NOTIFICATION ABOUT THE ****** If the State of Mississippi  did not reach out to me I would of been completely in the dark. Not knowing that oh there is no title . So we are 6 months in of having a vechile , paying on it no communication at all from Auto Universe. I honestly  feel they took advantage  of me. Also, if you hired a person who was incompetent to sell vechile 's that falls on them. I made it clear prior to going to *********, the rules and regulations of The State Of Mississippi.  The whole deal has been disheartening and I feel they scammed me. I still have no idea if there is a title anywhere. Also, what i am paying for the additional ******* for maintenance that I do mot have a ***** of paperwork on. AGAIN...NO ONE IS COMMUNICATED ANYTHING TO ME. HOW THIS WAS BROUGHT TO MY ATTENTION IS ABSOLUTELY 100% CRAZY! I HAVE BEEN GOING BACK AND FORTH WITH AUTO UNIVERSE THROUGH THE BBB OF *********. I , yes should of researched this company prior to purchasing a vechile from them as I am coming across many other people with similar experiences.  This whole ordeal has made me have anxiety, nervous, and they say the car is legal, but ****** where is the title? For real If I were to be pulled over I could indeed go to jail,for all I know this car could of been stolen.I have no clue. AND AGAIN THE LACK OF COMMUNICATION AND TRYING TO SWEEP ME UNDER THE *** IS ABSOLUTELY PITIFUL ON THEIR PART.
  
  THANK YOU FOR YOUR TIME,
  
  ******* ******
  
  ALSO, VERY CONVENIENT TO RECEIVE AN EMAIL ON CHRISTMAS EVE. I REALLY APPRECIATE THAT.
  
  

  Business Response

  Date: 01/08/2025

  Response to Customers Rejection:
  We strongly refute the inaccuracies and misrepresentations made by the customer in their recent response. It is necessary to clarify the facts of this matter one last time:
  ]Title and Ownership Status:
  The customers claim that the State of ******** holds a lien on the vehicle is categorically false. The previous owner of the vehicle resided in ********, but the current ownership has been legally transferred to the customer. The title is held by the lending institution, Lentegrity, as is standard industry practice.
  
  Attached are two key documents:
  -The Carfax report, which confirms that the vehicle was registered in the State of Mississippi on 6/28, with the lien correctly reported to the lending institution.
  Title #- MS1641037056 (as per CarFax)
  -The lien release document, showing that the lien from the previous owner was fully released when Auto Universe purchased the vehicle at auction. This proves that the vehicles title was clear and unencumbered prior to the sale to the customer

  
  If the customer requires the title to be in their possession, they must pay off the remaining balance owed to the lending institution, after which the bank will release the title directly to them.

  Title Processing and Tag Delay:
       The vehicle was registered in *********** on 6/28, and the responsibility for issuing tags lies with the county clerks office, not Auto Universe. If the customer experienced delays of over two months in receiving their tags, this issue needs to be addressed with the relevant state or county office. Auto Universe has no control over, nor any say in, the operations of the county clerks office.The Carfax report further confirms that the vehicles registration and lien recording were properly completed, and any delay was not due to negligence on our part.

  Extended Warranty and Documentation:
  The customer signed for the extended warranty at the time of purchase, and all related documentation was provided. If the customer has misplaced this paperwork, they can contact us for assistance in retrieving copies.

  Communication and Service Efforts:
  While the original salesperson is no longer with the company, the customers exclusive reliance on contacting them does not absolve the customer of their responsibility to use proper communication channels. Auto Universe has a main office line and service department available, which were not utilized by the customer.

  
  Battery Replacement and Spare Key:
  The customer replaced the vehicles battery without notifying us beforehand. Despite this, we reimbursed half of the cost as a courtesy. The spare key was available for pickup at another location; the customer voluntarily chose to retrieve it. We would have mailed it upon request.

  Mississippi Tag Processing:
  The timeline for processing tags is determined by third-party agencies, including state and county offices. If there were delays beyond the registration date, the customer should take their concerns to the relevant state authorities or the county clerks office. Auto Universe cannot control or influence how these offices operate.

  
  Baseless Allegations:
  The customers accusations of dishonesty or "shady" practices are completely unfounded. Auto Universe has complied with all legal and industry-standard practices throughout this transaction. Allegations suggesting otherwise are both false and unacceptable.

  
  Recommendations:
  -The title for the vehicle is held by the lending institution, **********, with which the customer obtained financing. This is standard industry practice. The customer is advised to contact ********** directly for any further questions regarding the title or lien.
  -If the customer requires the title in their possession, they must first settle the remaining balance owed to the lending institution. Upon full payment, the bank will release the title directly to the customer.
  -Please review the attached Carfax report, which verifies the vehicles registration in *********** and the lien recorded on 6/28. This evidence clearly demonstrates that the vehicles legal status is secure and compliant with state requirements.
  -If the customer believes the county clerks office failed to provide their tags in a timely manner after the vehicle was registered, they should direct their complaint to the appropriate state authorities, as this issue falls entirely outside Auto Universes control.

  
  Auto Universe has made every effort to address the customers concerns, including reimbursing part of the battery cost and providing support for missing paperwork. However, we reject any claims or statements that misrepresent the facts of this transaction.

  
  

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22553507
  
  I am rejecting this response because: First off, in regards  to my complaint about Auto Universe is completely liget. I have never had a car dealership twist what happened to the purchase  of the vechile.  I had sent in prior to going to ********* to purchase the vechile, that The tag information  needed to be sent in 7 business days. I understand that the young lady, **** is no longer employed with there company. However I spoke to her manager on mutiple occasions,  also anytime I HAVE TRIED TO CONTACT THE OFFICE, TO SPEAK TO A MANAGER, NO ONE IS EVER AVAILABLE. I love how this whole complaint is being twisted and turned ,due to the company obviously has a very good writer to make my complaint seem as if it is no big deal at all. Also, I have the original letter from Mississippi stating that there was in fact a lean and no title as of 10/24!  I have called and called and called, ********, ***********,  **********,  and **********  I have even spoken to many diffrent entities in all states to find out where and how I was not notified about the matter up front. Receiving a letter saying your car is not legal after having it for over 4 months  was completely devastating.  I am sorry but when you put ******** dollars down on anything to me that is a lot of money. ******* experience was terrible, ALSO AFTER THE TRANSACTION TOOK PLACE I DID OPT TO DRIVE ACROSS TOWN ,DUE TO THE INCOMPETENT SALES PEOPLE. AND HAVING TO SIGN THE PAPERWORK FOR THE WARRENTY AT THE OTHER DEALERSHIP, WAS SO DISORGABIZED THAT NO ONE HANDED ME THE PAPERWORK!!! I was stunned to say the least when I realized that I am paying ******* more for something and do not have documentation on it. I have texted **** and *******, I plan on going to my cell phone carrier and have them pull all text messages and calls from my cell phone. To show what had taken place. The calls from my work phone I will have to get permission from the company I work for. As far as the county clerks office in ***********,  they had reached out multiple times for the paperwork. I do not know how or what takes place to receive  a tag. And I do not care . The bottom line is ************ is a complete rip off, they do not care about their customers or work with them. The title is now in the hands of the lender as to my knowledge on 1/6/25! I have had to call, complaint, jump up and down. There was NO COMMUNICATION AT ALL WITH AUTO UNIVERSE IN REGARDS TO MY TRAMA! I also have done additional research and I see that the dealership has many complaints on them. So I am not alone, the company takes advantage of there customers and AS per their response, I 100% disagree. As stated before they have legal help and I do not . I can not afford to hire a lawyer or I would have already. Yes ,I will state it again if they cared about their customers more then their reputation they would have much happier  customers. I will never ever deal with as I will say again a "SHADY",COMPANY AS AUTO UNIVERSE.  again they are twisting and misconstrued my formal complaint. They can send an email about  a month ago for me to recommend them . However  the bottom line is they misrepresented the sell of the vechile. I will not apologize  for bad business practice on their part. Also, I was never told that the vechile was bought via auction if I would of known that I definitely would of never bought the car. In closing ,I  have called the lender since I found out they did not have the title, I belive it is all on a recorded  line. They could not give me an answer "why", they did not have it in their possion either. I had asked then ,just like aAuto Universe for paperwork,  an call, email. Text an smoke signal, something. *******le process is disheartening. I am over the whole process ,however I am not finished I want answers on how they can sell cars and get financing with out having a title ,legally to sell???

  Thank you ahead of time on this matter. It took over six months to come up with a title. I must say WOW!!!

  
  ******* ******* - ******

• Initial Complaint

  Date:06/20/2024

  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.

  My boyfriend and I purchased a vehicle last Saturday so we've had if for about 10 days now. It has been problem after problem with this vehicle so I read through the contract. As I'm reading I see that they put down that we only put $1000 down when we handed them $1500 cash. I am in the process of filing a police report as I'm writing this.

  Business Response

  Date: 07/02/2024

  Hello ******, 
  Please see below my draft response to ****************. We honestly feel that given the clear threat by the customer about a police complaint this matter should not be on BBB. But, if you all insist we will respond. 
  We are attaching the support documents with BBB which we do not wish to share publicly. 
  Kindly reach out to ***** at ************ for additional information. 
  Thanks and regards, 
  ***************************
  -----------------------------------------------------------------------------------------------------
  ****************,
  
  We are deeply concerned and disappointed by the false accusations and the threat of a police report you have made against Auto Universe. To address your complaint in detail:
  
  Financing and Down Payment: You and your boyfriend applied for financing, and we worked diligently with the financial institution to secure your approval. The financial institution approved your car loan with a $1000 down payment.
  
  Transparency and Documentation: In the finance office, you were provided with all the necessary paperwork to read and sign. Our finance manager thoroughly and verbally explained each line item on your documents. In addition, you also had a conversation with a representative from the financial institution, where the down payment and loan terms were reviewed with you.
  
  Down Payment Procedure: Your boyfriend handed over $1000 in cash to the finance manager. The cash was counted in your presence, and you were provided with a receipt for the down payment of $1000. This was done transparently and in accordance with all standard procedures.
  
  Given these points, it is highly disappointing and unacceptable that after our extensive efforts to ensure transparency and due diligence, you are now accusing us of theft. We categorically deny any wrongdoing and assert that we have followed all protocols to the letter.
  
  We have all the necessary paperwork signed by you and your boyfriend, which we are attaching here as evidence of our compliance and transparency. We do not appreciate being falsely accused and threatened with police complaints.
  
  Auto Universe will firmly respond to these baseless allegations and any attempts to defame our business. We stand by our integrity and the professionalism with which we handle all transactions.
  
  Sincerely,
  Auto Universe

  Business Response

  Date: 07/02/2024

  
  ****************,
  
  We are deeply concerned and disappointed by the false accusations and the threat of a police report you have made against Auto Universe. To address your complaint in detail:
  
  Financing and Down Payment: You and your boyfriend applied for financing, and we worked diligently with the financial institution to secure your approval. The financial institution approved your car loan with a $1000 down payment.
  
  Transparency and Documentation: In the finance office, you were provided with all the necessary paperwork to read and sign. Our finance manager thoroughly and verbally explained each line item on your documents. In addition, you also had a conversation with a representative from the financial institution, where the down payment and loan terms were reviewed with you.
  
  Down Payment Procedure: Your boyfriend counted and  handed over $1000 in cash to the finance manager. This cash was counted again by our finance manager in your presence, and you were provided with a receipt for the down payment of $1000. This was done transparently and in accordance with all standard procedures.
  
  Given these points, it is highly disappointing and unacceptable that after our extensive efforts to ensure transparency and due diligence, you are now accusing us of theft. We categorically deny any wrongdoing and assert that we have followed all protocols to the letter.
  
  We have all the necessary paperwork signed by you and your boyfriend, which we are attaching here as evidence of our compliance and transparency. We do not appreciate being falsely accused and threatened with police complaints.
  
  Auto Universe will firmly respond to these baseless allegations and any attempts to defame our business. We stand by our integrity and the professionalism with which we handle all transactions.
  
  Sincerely,
  Auto Universe

• Initial Complaint

  Date:02/01/2023

  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 car from them and also trusted them to fix on the car when it had issue which was one of my worst mistakes!! I took my car in with miner issues and left with major issues (a new motor which Id 5-6 thousand dollars) and they havent offered any help or didnt offer to refund me.. I paid thousands of dollars to them and still left with a broken car !! Please DO NOT BUY A VEHICLE FROM THIS COMPANY!! If you are out of town do not purchase a vehicle from this company..PLEASE be mindful of the racist and most cruel hearted manager *****.. I am also in the process of finding me a good lawyer for my car, suffering and pain and all other thing that went on while I suffered and waited for answers.. AND YES I WILL POST ABOUT THIS EVERYWHERE TO WARN OTHERS !!

  Business Response

  Date: 02/22/2023

  ********************** car was serviced at our dealership in early 2022. Later ***************** experienced some issues with the engine and accused our service team of her engine troubles. This was brought to the owner's attention and by this time the service manager who had overseen the repairs was no longer working with the company. In an attempt to resolve this complaint and as a courtesy to our valued customer, we offered to fix the engine at our dealership for free labor, and she was responsible just for the parts.  
  ****************** decided to take her car elsewhere where she said it was cheaper,  we agreed to write her the check for the labor. We wrote a check to her on 06/22/2022 which she accepted as Final Settlement and cashed the check right away. 

  ****************** visited our dealership again a couple of times in October of 2022 looking to buy another vehicle which did not work out for her given her circumstances.  During her subsequent visits, ****************** never brought up any concerns about the said vehicle. 

  Once ****************** accepted the final settlement we had no visibility or control over where she took her vehicle, and what she did with it. Just the fact that she considered our dealership for her future business is proof enough that she was happy with the settlement and her complaints now are just baseless. 

  Thank you,

  PS. -We are happy to provide the proof of the settlement upon request.

  
  

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to purchase a ******** **** from this dealership. I put $15,000 as a down payment. They allowed me to take the vehicle home with me without finance being finalized. After two months of them trying to ************** and could not they wanted me to bring the vehicle back. But told me they was going to keep my down payment due to the vehicle getting hit by another car for which the other person was at fault. The other person insurance is willing to pay to have the car fixed but the dealership says they do not want anyone else to fix it but their own company. I advised them that my down payment is just that a down payment and that they can not hold my money. Once i give them their car they need to give me my money back.

  Business Response

  Date: 01/24/2023

  ************ bought the 2021 Mercedes GLC 300 from us (Auto Universe) on 12/06/2022. At the time she was conditionally approved, subject to banks' verification of her income, identity, employment, etc.  She also signed the Conditional Delivery Agreement (Document is attached) fully understanding the conditional approval, failing which, she would need to return the vehicle in the same as condition it was delivered to her. *********** failed her Income verification and her funding was denied by the bank on 12/19/2022. On her request, we tried with other banks to get her approved. At this time she once again signed. the Conditional Delivery Agreement. Unfortunately, the 2nd bank could not get her to her verify her income either and her financing was denied AGAIN. ************ was kept in the loop about her situation and in the first week of January she knew she needed to bring the vehicle back failing all these verifications.  
  
  We informed ************ via text, phone, and emails of her failing bank verifications, and requested her to bring the vehicle back. At this point, she informed us that the car was in an accident while in her possession. We requested her to bring the car to the dealership for our service and body shop to inspect the vehicle and have her Insurance access the damage. We also promised a refund of her deposit after inspecting the car for damages, and after her insurance pays for the accident repairs, as agreed upon on the terms of conditional delivery of the vehicle. 
  
  ************ gave us a runaround for 3 weeks and did not involve her insurance until we informed her that she is leaving us with no other choice other than repossessing the vehicle. At this time her insurance agency or the insurance of the person at fault called us to seek permission to inspect the vehicle at our dealership, which we agreed to, but the Vehicle was never brought back to us. ************ stopped by the dealership once and demanded that we give her the deposit back before we can even inspect the vehicle and left abruptly taking the car back with her.
  
  Had ************ complied with the terms of the sale and co-operated with us in time this issue would have been resolved a long time back. We have all the documented and recorded proof of our conversations with *************  At this time we are in the process of getting the vehicle repossessed and this is her final opportunity to bring the vehicle back to avoid paying repossession fees.
  
  Let us be very clear- Auto Universe is least interested in keeping **************** deposit, but to get a refund ************ will need to bring the car back, let her insurance assess, and pay for the damages on the car and we need to be satisfied that unreasonable miles were not put on the car after we informed her of failing the verification and banks denials of her loan. Thank you.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18810341
  
  I am rejecting this response because:it was not three days before they contacted me about not being approved it was a week or so later. They have me sending years of tax paperwork.  Bring in checkstubs with condition that i was approved only that the lender needed these extra pieces of information. They kept promising me i was approved with different interest rates but it never happen. Then the started calling and emailing me threatening me. They demanded i bring the vehicle right now. I explained to them that i could not leave work. The only day i have free was on the weekend. I broke the vehicle over the weekend and one of the managers act as if they knew nothing about me bringing the vehicle so i left. I was told by ****** which is a manager i would not get my money back that they was going to charge for excessive milage wear and tear and the accident. When i tried to give them insurance information i was told by the owner that he did not and could not talk to them since the car was in my possession when the accident occurred. I told them i could have the car fixed by the insurance company and i was told no they would fix it themselves and until it was fixed no money would be given back to me. I have spoken to them several times about this car with rude threats and disrespectful response given towards me. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/30/2022

  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.

  Todays date is 12/30/2022 Ive been very patient with the owner of Auto Universe to fix my truck! I found out today that they will not be fixing my truck because they cant find any maintenance records! We have nothing to do what their maintenance people didnt leave for the new maintenance lady. I have all my paperwork to prove that Auto Universe is responsible for my truck to be fix. We are still paying them for a truck we cant even drive. I have never meet such a non reliable company ever. Auto Universe is a business where no one needs to go to, the owner dont care about his customers, he is very rude to us, he has a bad nonchalant attitude, he is mean & he just dont care! I am paying for a truck that I cant drive or get fix because he refuse to take care his responsibilities of fixing my truck! I refuse to continue on going back & forth with ********* new service lady ************************* who just came in on this problem! She has no ideal what she is doing or what is going on! My truck been in the shop there for over six months, its almost another year. So what Im going to do is go farther than the ********************************** I have had enough! The people they had there before in the service department was lazy and never did their jobs when continuing complaining to the owner he Ignored us thats why we are where we are today because no one cared! So with that, Im done & I will continue to complain about auto Universe The owner, & the service department ************************* the person who is in charged, her words not mines! I WILL NOT STOP COMPLAINING until the owner fix my truck

  Business Response

  Date: 01/13/2023

  Hello,
  We are happy to respond to the falsified accusations made by MS. ********************************;in this review but,  at this time the customer has decided to take a legal route. Because, **************************** is wanting to take this matter to court we cannot comment on any reviews or comments made by ****************** on a public platform and for the same reason, we will request BBB to not publish the review as it is now a legal matter. 
  
  
  We are happy to share the screenshot of her text to our team member with her intent to involve an attorney, which we will email directly to BBB team to protect her phone number from being shared on public platform.
  
  Thank you,

• Initial Complaint

  Date:09/26/2022

  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 2015 dodge Challenger from Auto Universe on July 15, 2022. The following day my checking engine light came on and I took it to ******** for a diagnostic. I took the car back to the dealership for it to be fixed along with some other issues I noticed. The issues were my door speaker, right mirror, and the thermostat regular. The thermostat regular is what came up on the diagnostic reading nothing else. Once those issues were fixed, I started up my car and the checking engine light comes on again. Now they are saying it's an issue with my 4th cylinder misfiring. So I let them keep the car for a few days. Unfortunately days turned into weeks then months. I have to call them for updates on my car. They don't reach out to me at all. They were supposed to take my car to dodge but that was delayed and the service manager "***********************" lied and said it was there. And the reason I know he was lying is due to the fact that I would call him weekly about my car and he would tell me that it was at dodge being worked on but it never made it there because whomever they had to tow it never took it because they "couldn't find the dealership" so my car was lost in transit for a week. I just want my car fixed and I don't feel like it has been made a priority at all. And I have already paid 2 months on my note and I've only driven my car for a week at the most. Also every time I call it's something new that's wrong with the car that's wasn't discussed prior each conversation. I would like my car fixed immediately along with 2 months of my monthly payment given back to me because I haven't even driven my car in months. Also the salesman ***************************** can attest to all of these claims that I have stated.

  Business Response

  Date: 11/21/2022

  Hello Sir, yes you bought this challenger from ** on July 15th and you bought it in AS_IS condition which you purchased after due diligence, In spite of selling the vehicle in AS IS condition we extended our help to fix the vehicle and most importantly you were immediately put in a 2020 Model Loaner Vehicle. 
  Your car was fixed and when the light came back again we offered to send it to Dodge Dealership to take care of the recalls which were potentially causing the light to come up. Unfortunately, dodge towed the wrong vehicle from our lot causing delay and confusion for a couple of days. It took dodge 3-4 weeks to service your car and even during that time you were still in the Loaner Vehicle. Sir, we cannot offer you any compensation what so ever one because the car was sold AS- IS and secondly because you were never without a vehicle even for a single day.