Complaints

This profile includes complaints for City Auto Sales, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  City Auto Sales, LLC

  4932 Elmore Rd Memphis, TN 38128-6933

  
• 

  City Auto Sales, LLC

  1015 Bridge Ave Murfreesboro, TN 37129-2780

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:02/24/2025

  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 sent a cashiers check for a down payment, which was delayed and arrived on Friday 2/21/25. Shortly before the close of banking hours, the general manager ****** *****, who alleged the check was fraudulent. He made these claims based on an alleged series of phone calls, none of which appear to have been to my actual bank. I have been in touch with my bank and they assure me nobody from the dealership has been in touch with them. After 2 1/2 hours of calling the dealership Monday morning, I was finally able to get in touch with ****** ***** who was very argumentative and unwilling to follow up with the bank contact information I was providing him and and as currently understand it, they are also refusing to take the check to the bank to have their bank verify the legitimacy. They have offered to mail the check back to me, but then I will just reissue a cashiers check from the same bank and we will be right back where we started. I have been unable to follow up with the finance department as they are not answering my calls or returning my voicemails. I think this is a very serious matter, potentially involving criminal, and I would like to resolve it.

  Business Response

  Date: 02/25/2025

  While doing its 'due diligence' into the matter, City Auto was unable to verify multiple aspects of the down payment and proof of employment and therefore is unwilling to proceed with the sale of a two (2) wheel drive Toyota Forerunner to a buyer in ******* (more than ***** miles from its offices).  Moreover, you were not the listed customer at any point prior to your complaint and City Auto has no record of doing business with you.  City Auto did not publish you or its customers name or defame you and is willing to deliver the vehicle to you or the customer named in the ********************** documentation so long as they appear in person at the ******* location with that down payment in cash and they can provide adequate proof of identity and insurance. 

• Initial Complaint

  Date:11/22/2024

  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 bought a truck, **** f150 xlt 2016, from city auto in ******* about March. After the 30 day/1000 grace ****** ended the truck started having oil pressure sensor issues. We fixed the sensor and still had issues, changed the oil, then had diagnostics from a certified mechanic that said needed a new engine and to replace it is between $10000-$20000. Impaying $400/mo for a truck I cant drive and cant trade in because I owe $20000 on it. We tried calling the dealership to speak to the finance officer, manager, even another locations manager, their service department and no one called us back until yesterday 11/21/24 when my daughter spoke with a salesman and they had our salesman call us back who said we would just have to get a new engine that there was nothing they could do. I have had this truck less than 7 months, not even a full year and they wont even work with me on something they put their name behind. I almost felt like they knew there was a problem with the truck and I want to make sure this doesnt happen to others too. That they arent just fixing a vehicle enough to sell it and then after their warranty goes out they say there isnt anything that can be done. Im a senior and if they do this to me how many others could they be taking advantage of.

  Business Response

  Date: 12/03/2024

  City Auto Sales, LLC (City Auto) appreciates the opportunity to address its customer's concerns.  In this situation, the customer contends that issues began during the term of the City Auto express warranty, yet admits they did not notify City Auto any issues until more than 8 months after delivery.  When City Auto called the customer several weeks after delivery, he expressed being very satisfied with the vehicle and City Autos service.  City Auto regrets this customers situation and that the customer did not return to ********************** for the vehicle to be inspected prior to making repairs.  We will gladly inspect the vehicle at no cost to the customer and try to be of additional assistance. 
  

• Initial Complaint

  Date:09/07/2024

  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.

  I purchased not leased or financed a vehicle from this dealership on August 09, 2024. I made them aware that I wanted to register my vehicle in ***** as I would be moving from ********** the next day. I gave them my mailing address for TX and to this day I have yet to receive my title and am currently riding on a temporary tag. According to the State of TX after 30 days of residency the vehicle has to be registered otherwise the resident will be penalized. I have reached out to City Auto and to no avail have received no response. It doesn't take that long to receive no title. I purchased another vehicle from a *************** Autorama in ********** and received my title within two weeks of purchase and City Auto is very much bigger than this dealer is. Please deliver my title to me with the next week or preferably overnight because it's coming up on a month and I haven't gotten nothing. Either that or I can bring the car back since you said 30 days return.

  Business Response

  Date: 09/11/2024

  City Auto Sales, LLC (City Auto) appreciates the opportunity to address its customers concerns.  In this instance, this customer purchased a ****** Kick on August 12, 2024 and was issued a 60 day temporary tag.  With this temporary tag, City Auto has until October 11, 2024 to produce the title.  The paperwork is in process, and City Auto looks forward to a positive outcome. 

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

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

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

  *******, TX 77081

  
  

• Initial Complaint

  Date:08/25/2024

  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.

  While having work done at City Auto to fix a check engine light issue which developed two days after purchase, several other repairs were done (and charged to me) that either were not done or were not necessary. Oil change and brake replacement were done (according to Carfax) immediately prior to my purchasing vehicle. The other issues, air filter and valve gasket SHOULD have been resolved during inspection on Carfax. No replaced parts were returned to me. My car was in their shop for almost two weeks. The *********** was used to determine if the tires had been replaced recently. They told me they were. My mechanic says they are quite worn. They did not inform me that the vehicle had no spare tire. I am asking for the money I spent on the repair bill ($1128.71) less $300 that was refunded by the vehicles contractor. I have tried to reach the ** to discuss these issues with no luck

  Business Response

  Date: 09/09/2024

  City Auto Sales, LLC appreciates the opportunity to address its customers concerns. The 2017 RAM ProMaster that the customer purchased on 06/15/24 was brought in 38 days later on 07/23/24 for diagnosis of check engine light. At that time, our service department reviewed the necessary repairs with customer, which included replacement of thermostat, worn brakes, and recommended oil change. City Auto also provided $300 goodwill on discount toward total repair bill which the customer acknowledged with signature. The customer then approved repairs on 07/30/24. Customer did not pick up and pay for his portion of service bill until 08/03/24. City Auto was prompt in its follow up and provided goodwill in an effort to arrive at a reasonable resolution that was mutually agreeable. Upon following up after this notification, City Auto is pleased to retain our satisfied customer.

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22193411
  
  I am rejecting this response because:
  
  1. The check engine issue came up within 2 days of purchase. City Auto was so notified.

  2. The vehicle was in the service **** for almost 2 weeks.

  3. Routine service was done within 100 odometer miles on purchase. Brakes were checked/replaced during this service. The other work that was done should have been discovered/fixed as well.

  4. I was given no worn parts that were replaced.

  5. I am happy with the way CA handled the check engine situation-and only that. Not the other repairs or the extreme time it took.

  6. I cannot recommend CA because of these issues.

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

  Business Response

  Date: 09/18/2024

  City Auto Sales, LLC regrets any miscommunication. City Auto appreciates the opportunity to resolve its customer's issues and stands ready to assist customer going forward. 

• Initial Complaint

  Date:05/21/2024

  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 filed a complaint, but missed an email and my complaint was closed out, but had yet to be resolved.I purchased a 2018 Ram 3500HD from this dealership. Im out of state and trusted their word that the truck was inspected and good to go with no issues.Multiple things were NOT disclosed to me and were also not fixed if the truck was really inspected.I had an appointment with my local dealership and this was advised by their customer service to get an estimate on fixing the issues. The day of the appointment their customer service **** ***************************** contacted me and said City Auto would issue me a check for $250 and Id have to take down my review. Thinking I had no other choice, I took down my review and told her I did so. She then replied with an email and letter I was to sign. It will be attached. They put my name, but with their words and agreement they came up with. I canceled the shop inspection because that alone was $150.So now with all the issues not disclosed or rectified by City Auto, the check engine light is now on.They sold me a lemon and took advantage of a disabled vet because Im out of state. At this point they can give me my money back and take their truck.I attempted to upload pics, but it would not allow due to size. I sent these pics and videos to City Auto.

  Business Response

  Date: 05/28/2024

  City Auto Sales, LLC appreciates the opportunity to address its customer's concerns. In this instance, prior to taking possession of the vehicle on March 21, 2024, the customer inspected this AS-IS vehicle and voiced concerns about cosmetic issues. As part of the reconditioning process prior to sale, the vehicle was sent to the local *** dealership for recall service. As part of the recall work, the *** dealership performed a 23-point inspection. If there were other issues, the *** dealer would have gladly told City Auto about the need for additional repairs. Despite the concerns about cosmetic issues, this customer proceeded to take delivery of the vehicle and drive said vehicle from ******* to **********, SD - a trip of ***** miles each way. City Auto believes it treated this customer with fairness and kept its end of the bargain

• Initial Complaint

  Date:02/09/2024

  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 recently purchased a 2015 CADILLAC ATS on January 3 2024. I informed the company not even 1 day after purchasing the car that i had a list of issues that was wrong with it. They did fix one issue I had with the car. i looked under the hood and the hose were covered with tape and zips ties which was cause o2 to get inside the engine which caused the check engine light to come on. I had to take it the 2 or 3 times for them to actually fix the issue at first they were just clearing the code. Now like i said i had a list of issue that were wrong with the car that i told them about right after i bought the car. On top of that my transmission is going out, as well as my headlights out and i got a quote and that was $2,500 just for the headlight i told City Auto and they said it wasn't cover under warranty but i told them i haven't even had the car a week this light was not blown from me they said they couldn't help me . My car is currently at another dealership because the strut and shocks were out on the car which i informed city auto of a day after buying it. But now i have to pay OUT OF POCKET $2k for them to replace that because city auto did not address that concern that i had with the car it needs to be done so i now i have to do it.. another thing at the time of purchasing the car i told them it had wheel locks on it and my sales person informed me that i didn't have wheel lock my lug nuts were different sizes... which i thought was weird because i knew what wheel locks were.. I asked them where the key was but they said it should be in the car but it wasn't. So I dropped it off at the dealership this morning for the strut and shocks to be replaced but i was informed that it was after market locks on the tires so they didn't have a master wheel lock to go to mine they only had GM wheel lock keys so I'm unable to get it done right now. I don't know what to do i called city auto and she wasn't really trying to help me I'm not sure what me letting yall know will do but if you could please help me

  Business Response

  Date: 02/28/2024

  City Auto Sales, LLC (City Auto) appreciates the opportunity to address its customers concerns.  In this instance, City Auto sold the vehicle with an express warranty and has continues to honor the parties agreement.  This customer has an appointment to meet with the solutions team this week. 

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21271669
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2024

  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 was browsing the internet looking for deals on tesla model s cars I found the perfect deal or so I though at city auto who was offering a $4000 down payment assistance for said car types, only for them to say you ***************** you need a $4000 down payment for the car you want to buy (ive pre-qualified with captial one before hand so i came with terms in hand) , I said yall offered an incentive to buy the car $4000 documented on the BBB website in the below picture, I talked to the sales manager and the finance manager to no avail they said i was wrong even thought they noted that the incentive was online after i showed them the advertisement they said they dont offer it , its just to get people into the door. I've advised them I was going to the BBB, they said they didn't care, I see why they have a 1 star rating now.

  Business Response

  Date: 02/16/2024

  City Auto Sales, LLC (City Auto) appreciates the opportunity to address its customer's concerns. In this instance, the *** clean energy tax incentive system has undergone significant change as part of its implementation.  A general description of the *** energy tax incentive program was characterized incorrectly in a draft that should not have been posted online. Upon discovering the mistake, City Auto immediately removed the incorrect information and regrets any inconvenience caused to this customer. ********************** is pleased to confirm that it now has full access to the *** clean energy portal and that it can finish the job of seeking this or any customer's clean energy tax rebates, provided the customer meets the ***'s requirements.  Please confirm how we can further assist.

• Initial Complaint

  Date:01/10/2024

  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 9/18/23. within 24 hours multiple issues were apparent and reported to dealer:also discovered additional damage report not printed with KBB report at time of sale. Faulty items: driver seatbelt did not work properly, passenger window did not roll up, windshield had loose rubber all around glass, gas cap malfunction warnings, interior metal parts were rusted, tire leaked air, sunroof leak w/ a type of glue/caulk from a previous repair attempt, electric voltage outlets do not work, middle row flooring has exposed wires; the ladies in service very friendly, tried to ************ issues however, due to no repair service on site, SUV was sent somewhere else only to return to me in such a disappointing condition with a tire so flat it was on its rims, wires left hanging from door that had window fixed, the loose rubber was stuffed back into place; I to get family and myself take time off work to pick up my car when City Auto called to say it was ready only to discover upon arrival at the dealership the car was so flat it sat on its rims. The very nice security guard put air in my tire to get me to another tire shop at a separate location. With few items were repaired, not enough time to go weeks without a car again, and fear of faulty issues being resolved in a negligent haphazard way again, I have requested the General Manager to rescind my vehicle sales contract, let us return the vehicle to their inventory, and in turn City Auto refund our $4,000.00 cash down payment. The general manager stated they would not do that and my only option was to try to fix issues again or trade in this vehicle for another vehicle on their lot but with negative equity due to they valued mine at half of what they charged me less than three months ago and less than ***** miles added.

  Customer Answer

  Date: 02/05/2024

  The last time I talked to customer relations manager in December the only thing she offered and said that they would do was trade my vehicle, but same as a normal any other type trade, where it would be at face value which was half the value from what they sold it to me a few months prior. Also according Manager They stated they never give refunds and take vehicles back, but yet on the exact day I purchased my vehicle there was a vehicle they did accept back and gave the customer a refund. It is posted on the ********************** and its the exact date the customer return the vehicle and they issued the refund September 18, 2023 same day as I purchase my vehicle which worries me even more did I get this vehicle? on Better Business Bureau complaint against same dealership, and the customer actually ended up getting their vehicle back to the dealership and they accepted it back and also gave the customer their refund only day I purchased mine September 18, 2023. My request I sent them over 20 bullet points of things wrong with the vehicle. I took it back two different times for them to work on things, but lost all phase in it being done correctly or safely. The rust on the metal in the seatbelts is my biggest concern,

  Business Response

  Date: 02/26/2024

  City Auto Sales, LLC (City Auto) appreciates the opportunity to address its customers concerns. In this instance, prior to this customer becoming contractually obliged to pay for the vehicle or taking delivery, the customer was provided with a copy of the Carfax vehicle history which showed what Carfax described as 1 minor issue of damage.  Prior to leaving the dealership, City Auto has the customer inspect the delivery and complete a WE OWE document for any observable issues.  This customer raised an issue about a seat belt and it was repaired.  Likewise, prior to offering the vehicle for sale, City Auto had it inspected and reconditioned to provide confidence enough to sell it with its own warranty.
  
  After the customer took delivery and left the dealership, they contacted City Auto about issues they felt should be repaired.  City Auto arranged for repairs at no cost to the customer.  When the customer again complained about the vehicle, City Auto asked for an opportunity to make the repairs pursuant to its warranty.  This customer set an appointment and then did not show for the inspection or work.  City Auto called the customer to try and make an appointment to the address their concerns.  The customer then stated that only refund and contract cancellation was acceptable.  That is not what the parties agreed to prior to delivery and is not reasonable.  City Auto will repair any issues covered by the warranty and continue to treat this customer with fairness and respect. Please advise how City Auto may assist further.

  Customer Answer

  Date: 03/11/2024

  Not satisfied with Response, as stated, in the complaint, their attempts to resolve and repair problems were not repaired properly or safely or what a customer would expect from a reputable business as a standard in quality. As previously reported when one of the first repairs were completed to replace the motor for the passenger window the vehicle was returned to us with the repair but the poor quality and workmanship left us with no faith or confidence in any future repairs if they believed calling us to take time to pick up the vehicle only to find it with a tire so flat it was on the rim and the fixed passenger door window motor  was eplaced as they stated, by their written and promised short warranty, but what they left out the detail that the vehicle was returned to us with this passenger door, having a gaping hole at the bottom with exposed wires dangling from the door they were made aware not only by calls emails, and also attached pictures.  And, as previously stated we did make an appointment and hopes to fix more pressing concerns, and also feeling we had no other choice to let them attempt more repairs, but unfortunately due to the flu, we were unable to keep our appointment, and as more major concerns became evident and frustrations waiting on return calls and shuffling from person to person, we lost all confidence in not only the quality of the vehicle but also the dealership itself. In hopes they would to stand by their word and their previous actions with BBB complaints and resolutions left us a small hope that if we can just recoup our down payment of $4,000.00, a large amount of money for us, that we could at least find our own repair shop we had confidence in or sell or trade with a huge loss of value and negative equity due to the vehicle decreased in value by more than 50% after only 3 months and less than ***** miles. Our hopes are that if they would at least do this, maybe we can move on from feeling that this vehicle was the worst decision and alleviate some of the regret and stress this purchase and this vehicle has caused for our family. If they would please return our downpayment of $4,000.00 that is all we are asking and pleading for now.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21118138
  
  I am rejecting this response because: Not satisfied with Response, as stated, in the complaint, their attempts to resolve and repair problems were not repaired properly or safely or what a customer would expect from a reputable business as a standard in quality. As previously reported when one of the first repairs were completed to replace the motor for the passenger window the vehicle was returned to us with the repair but the poor quality and workmanship left us with no faith or confidence in any future repairs if they believed calling us to take time to pick up the vehicle only to find it with a tire so flat it was on the rim and the fixed passenger door window motor  was eplaced as they stated, by their written and promised short warranty, but what they left out the detail that the vehicle was returned to us with this passenger door, having a gaping hole at the bottom with exposed wires dangling from the door they were made aware not only by calls emails, and also attached pictures.  And, as previously stated we did make an appointment and hopes to fix more pressing concerns, and also feeling we had no other choice to let them attempt more repairs, but unfortunately due to the flu, we were unable to keep our appointment, and as more major concerns became evident and frustrations waiting on return calls and shuffling from person to person, we lost all confidence in not only the quality of the vehicle but also the dealership itself. In hopes they would to stand by their word and their previous actions with BBB complaints and resolutions left us a small hope that if we can just recoup our down payment of $4,000.00, a large amount of money for us, that we could at least find our own repair shop we had confidence in or sell or trade with a huge loss of value and negative equity due to the vehicle decreased in value by more than 50% after only 3 months and less than ***** miles. Our hopes are that if they would at least do this, maybe we can move on from feeling that this vehicle was the worst decision and alleviate some of the regret and stress this purchase and this vehicle has caused for our family. If they would please return our downpayment of $4,000.00 that is all we are asking and pleading for now.
  
  Sincerely,
  
  ***** ***********************

  Business Response

  Date: 03/19/2024

  City Auto Sales, LLC stands ready to help our customer and looks forward to retaining them as a satisfied customer. 

• Initial Complaint

  Date:12/06/2023

  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.

  Purchased a 2017 *************************** suv after two weeks of having this vehicle there has been nothing but issues from transmission to now coil pack and spark plug problems that my extended warranty will not cover so I need city auto to fix my vehicle

  Business Response

  Date: 12/21/2023

  City Auto Sales, LLC appreciates the opportunity to address its customers concerns. City Auto provides an express warranty on all vehicle sales. In this case, City Auto has honored that limited warranty to help remedy the vehicle's issue. As such, City Auto has agreed to share in the cost for new spark plugs and coil packs as recommended by the independent shop where the vehicle was inspected. Those are probably not within the warranty, but, giving the customer the benefit of the doubt, ********************** agreed to cover some of that expense. The independent shop was not able to duplicate the transmission error of concern. The customer has an extended service contract, which can be accessed for coverage should the transmission issue persist.
  

• Initial Complaint

  Date:11/08/2023

  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.

  My wife purchased a vehicle from City Auto the end of September 2023. It was a unique situation because we are both active duty military stationed in ***********, but are residents of different states. My wife is a current resident of *******. When purchasing the vehicle we expressed to the employees that our intention was to register the vehicle in ******* and provided them documents to prove current active duty service and residency. As the paperwork was done we noticed the paperwork showed *********** on multiple papers so we again expressed that we intended to register the vehicle in ******* and we were told the paperwork was done is such a way that we would be able to. A few weeks later we were notified that the dealership was prepared to send the paperwork to Lowndes County in *********** where we are currently stationed. We called immediately and informed the employee that we want to register the vehicle in ******* and were told the paperwork showed for *********** so thats where it was going. The employee agreed to put a hold on the paperwork so we could speak to the finance manager to figure it out. We left voicemails for the finance manager, but did not get contacted back. The following week Lowndes county contacted ** telling ** they had received the paperwork. We called the dealership and were told that the finance manager had instructed to send the paperwork to lowndes county. Lowndes county told ** they could not release the paperwork to us and only the dealer can request the paperwork back to correct the errors. Since then we have called the dealer multiple times and left voicemails, but have not received a call back to help correct this issue. We now are stuck with a vehicle we cannot register in ******* and the dealer has not offered to help correct the errors they made on our paperwork.

  Business Response

  Date: 11/14/2023

  CIty Auto Sales, LLC is working directly with the customer on this matter. 

  Customer Answer

  Date: 12/04/2023

  This issue is still on going. They business acted quickly to help, but as soon as this complaint was closed they stopped helping again. Its been nearly 3 months and we have still be unable to register our vehicle.

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20843120
  
  I am rejecting this response because:
  Date Sent: 12/4/2023 5:21:17 PM
  This issue is still on going. They business acted quickly to help, but as soon as this complaint was closed they stopped helping again. Its been nearly 3 months and we have still be unable to register our vehicle.
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/18/2023

  City Auto Sales, LLC is working directly with the customer to obtain the required documentation in order to register the vehicle with **************** as requested by customer. Most recent communication date 12/15/2023.