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:03/26/2024

  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 visited ********************** in ******, Tx in the search to purchase a new vehicle. I was greeted and assisted by their salesperson and ended up purchasing a 2014 Dodge Charger. On my drive home that day of the purchase the vehicle left me stranded. I towed my vehicle home and was able to get a mechanic to diagnose my vehicle. A few days later the owner ******************************* contacted me that the wrong paperwork had been signed and the *** number listed did not belong to the vehicle I purchased it was from another vehicle, as the door had been changed our prior to be purchasing. At that time, I notified him the issue with the vehicle and he informed me if I returned to sign the correct contract, I would get reimbursed for the money spent to fix the vehicle. After a couple of weeks of the vehicle being in the mechanic shop, I contacted *********************************** andinformed him I had the invoice for the cost of parts and labor to repair the vehicle. He then proceeded to retract and deny reimbursing me for the money spent to fix the vehicle as we had agreed to in our prior conversation. The vehicle was sold as- is, however he stated that if I went back to sign the new contract, he would compensate me by reimbursing what was spent to get the car running. At the time of the sale, I was notified that the vehicle I was purchasing the 2014 Dodge Charger belonged to a friend of their family and was being sold owner to owner at their lot. At the time of purchase, I was told the ash sale for the vehicle was $2500 plus tax, title and license fees to total about $2900. *********' son added a "finance fee/charge" to that contract and a total of about $5400 was charged to my bank account When asked why here was a finance charge if the sale was cash, they stated it was standard procedure. I disputed that fee and a few days later the owner ********************* threatened me to repossess the 2014 Dodge Charger I have already paid cash for and have a signed contract for. I informed ****************** that I would return the vehicle however I was expecting my money returned to me as the contract will cancel and all goods will be returned to the car dealership. He declined to do so and therefore continued to ask for the vehicle back. Money has already been paid to him for the total cost of the cash sale plus additional finance charges they applied, I have a signed contract I am the owner and a title has already been registered under my name and the document I have uploaded shows the sum of $2900 and my bank was charged for about $5400.00

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  July 8,2023 Car dealership scammed me over $**** I bough a 2020 A20 ******** from bonillas auto same were I was super excited to buy. Little did I knew that this was the day I will loose $**** of my hard earned money. They sold me a stolen cat from ********* when I called them to confront them number was disconnected I called the sales rep answer and gave me a number then she blocked me, so I took it on my own hands and drive from ****** ***** to ****** to the dealership to find out they packed up left I talked to the business next to them and they told me that every customer coming to see them and call no answer. So now I have a car with expire tags and out of ****. They have not responded to any of their clients calls or text when you call the number ************ its says they cant be contacted or send email they have not responded the bank west lake financial also reach out to them to get the ****** and has not gotten a respond. This dealership license needs to be revoked they are scamming hard earn **************** or their money.

• Initial Complaint

  Date:09/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/8/2023 we purchased a vehicle from this business. We called the dealership in June to inquire about our license plate and registration sticker. We were told that they still didn't have our registration documents from the **** At this point we called the bank (this vehicle is being financed), per the bank they received the title to the vehicle and plate numbers (not actual plates) on 5/30/2023. At this point we made our way to Bonillas location to pick up another temporary plate (per the salesman's advise). When we arrived we advised them of what the bank told us at which point one of the contract employees of Bonillas stated she would look into it. She then stated she found our plates. I was reviewing the registration paperwork (which she didn't do) and realized that I had just been handed another customers registrations information, name, address, vehicle information, make, model, vin#. When I advised her of this she then reviewed the documents and realized these were not our documents (again, she didn't verify or confirm any of our information before handing me someone else's information). At this point she realized that someone else had been handed our plates and registrations sticker documents, our personal information (name, address, vehicle information, make, model, vin#) this didn't seem to bother her much. She suggested that she could call the customer to get these back but thought it was best to request new plate #'s and registration sticker. She then stated she would get back with us to let us know what needed to happen next. This was about mid-June, it is now mid-September and they have yet to calls us to inform us about the request for new plates and registration that was submitted and that they are in for us to pick up. This business lacks the processes and protocols of keeping customer information secure and their staff lacks the ability to keep all of their documentation in order. We have yet to hear back from anyone, no info, no apology. Nothing

• Initial Complaint

  Date:04/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 ****** Pathfinder from Bonillas Auto Sales on 1/25/23. The next day the check engine light came on and said the catalytic converter needed to be replaced. I called the sales guy who sold it to me and he said bring in the paper with the code and the car the next day. I did and the mechanic said he will order the part and replace it. I waited at least 4 weeks for the part to come in the scheduled a day to take the car to them to fix. I picked the car up that night. The next day the light came back on and it was still blowing smoke and shaking. I called and was told to call the warranty company. I did that and was told to take the car to aamco. I set up an appointment and did that about a week later. They called the next day and said the transmission needed to be replaced. I had to wait 3 1/2 weeks while they had my car doing that and had to pay $580 out of pocket. A month after putting a $1400 down payment. I have had my car back for about 2 or 3 weeks and the light is on again. Threw out all of this I have spoken to the sales guy and another lady at the dealership who have both said they will speak to the owner multiple times and call me back and nothing has happened. I am a single mom with 3 kids 5 and under. 2 of them with epilepsy. I have to have something reliable. I don't have the time and money to keep fixing a car I have had for only 3 months.

• Initial Complaint

  Date:02/20/2023

  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.

  This dealer should not be in business. They have been selling hard working people piece of c*** cars. I purchased a car paying most of it off and Ive had it less than 24 hours and has major issues. I had my mechanic check it out and it needs a whole new transmission. Along with other issues. I bought this car for my family and I cannot drive it at all as it is very u safe for my kids. The car has very slow acceleration in which when I am at lights it cause me to slow down to incoming traffic which may cause an accident. I told called and told the sales rep of the issues first he says there shouldnt be any than after I espaliers again there is and I wanted to return the car he says its not returnable. These people are very pushy as I felt very pressured to pay them my money they knew I had a large amount to put down and took advantage.

  Customer Answer

  Date: 02/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************