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:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 2012 **** A4 On March ******* Didnt even make it home before you could start to smell burning oil. Observed oil under the and all over. Tried call ***-0n--y at the dealership but stated boss is always gone. I have called sent emails of the *** they sold me. photos to prove its a bad purchase. Only once they make it right I will take this post down.

  Business Response

  Date: 04/15/2025

  *UPDATE

  We are currently working with the customer to resolve this complaint. 

• Initial Complaint

  Date:03/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle in December the transmission went out in February, when I called asking about the warranty info which they promised to email, me back in December. I realized they switched the warranty from the original warranty I signed to a lesser warranty without my knowledge or signature.

  Business Response

  Date: 03/26/2025

  CUSTOMER HAS INCORRECT INFORMATION

  Mr ********* has an active warranty, which clearly covers any transmission issues. This is not a "lower warranty" as it covers more items than a basic power train. There is only one warranty one file, and his warranty was not switched from anything other than the original warranty provided. We have the signed copy with a matching contract number to his screen shot on file. 

• Initial Complaint

  Date:02/11/2025

  Type:Product 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.

  02/08/2025 is the date of the transaction. The original down payment amount was $2500. However, I was informed that I could bring the additional $500 on Friday, February 14th. The auto financing for the vehicle fell through. I did not take possession of the vehicle at any time. The car, *** XDRIVE 50I, was test driven and that was it. The vehicle stay on the property of CarChoice.com. I was signed paperwork stating that the deposit is non-refundable. On today, February 11th, I sent via email a pdf stating that I would like the contract cancelled and I requested the deposit to be refunded and the non purchase agreement to receive a refund from the insurance company. I have asked the salesperson, ***, several times for the non purchase agreement and was told to hold on. I fail to see how the contract could to be valid to uphold the nonrefundable stance if I never took delivery of the vehicle. Before receiving my card for payment, there wasn't any mention of the deposit being refundable. Payment was received on 02/08/25 at 11:20:31. The documents wasn't signed until after payment was submitted. I have attached the screenshot and circle the time of the email.

  Customer Answer

  Date: 02/12/2025

  Hi. Can I have the complaint dismissed or **** as resolved?

   

  Business Response

  Date: 03/01/2025

  UNABLE TO RESOLVE- DEPOSITS ARE NON REFUNDABLE AS LISTED ON THE PROVIDED RECIEPT

  Customer Answer

  Date: 03/01/2025

  I have reviewed the business response and accept this resolution.  Can you remove this complaint?

• Initial Complaint

  Date:02/08/2025

  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.

  We called about a vehicle we found online. We decided to come look at it in a few days when we could be off work as we were about 3 hours away. They agreed to keep the car and asked for a deposit which we paid. Once we arrived we immediately had a bad feeling about the whole organization. It felt like we were in a black market gangster organization. We went ahead and went to see the car which turned out to have multiple issues that were not showed to us prior to our arrival. We went ahead and drove the vehicle and we honestly felt like the vehicle had come from dollar tree. It just felt like we were in a piece of junk. Upon returning to the dealership my wife and I sit alone and decided it was not what we wanted. We went in and told them we were not taking the vehicle. They claimed it could all be fixed for less than $500. When I said that was impossible the said and I quote You just dont know the right mexicans unquote. When I asked for my deposit to be refunded they declined and said it is non refundable. They showed my a receipt that stated this but had never told me that prior to the transaction and I never signed any documents. As far as I am concerned these are some very low life scum of the earth people and I hope this will keep them from scamming someone else and with any luck maybe help put them out of business. I have attached photos of the issues we found with the vehicle. All 4 rims were scratched to ****, all the door handles paint was worn off on the inside, the rearview mirrors were missing paint, the drivers side door arm rest was broken, taillight was scratched up, tires on front was basically bald, several plastic interior pieces were missing, the seal around the roof rack was messed up, and the plastic pieces next the door windows were in bad shape.

  Business Response

  Date: 02/10/2025

  Customer unreasonable, unable to resolve.

  The ******** placed a non -refundable deposit on a vehicle, as listed on the signed receipt that has been included. At no point is a deposit ever described as re-fundable. This deposit represents a commitment from the dealership to remove a vehicle from the market and hold it until a customer can come in to complete a sale, and guarantees that we will not sell the vehicle to someone else in the intervening time. In this case, the customer came in and attempted to negotiate a better deal after terms were agreed too. They offered approximately 5k less than the deal that had already been signed to, and this was before the supposed cosmetic issues were even discussed. When they discovered that we cannot discount the vehicle any further, they became upset. The condition of the vehicle is disputed, with the exception of the rims, which have since been repaired, I have uploaded pictures to support this. Even so, whatever the ******** were unhappy with it was offered that we would take care of, free of charge to them, just to ensure that they were satisfied. They rejected this offer, as the discount was what they were really looking for. As was explained to the ************** when they were here, we are unable to offer the type of discount they wanted even if we did not have terms agreed to. The name calling and unprofessionalism by the ********, regardless of the reason, is unacceptable.

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/29/25- purchased a 2018 mini ********** ** 1/30/25- flew to ****** from *********** to pick up vehicle, arrived at approximately 7:15 pm. When I attempted to drive the vehicle off the lot it stuttered and would not go over 10 mph. Was told by sales associate that the 12v battery was just dead. After charging for approximately 1.5 hours I was able to drive the vehicle off the lot. After driving only 120 miles the vehicle gave a critical drivetrain alert and would not restart. Had the vehicle towed the remaining distance to **********. Business has ignored all contact attempts. I asked the salesmans over the phone and in person specifically if the charging functions were functional,To which I was given guarantees that all was in good repair. Fault history on the vehicle shows identical faults before the purchase, indicating knowledge and willful negligence to inform of defects.

  Business Response

  Date: 02/06/2025

  Offer to repair

  The hybrid battery was not charged, as it should have been before the customer picked the vehicle up. However, the vehicle had no known issues prior to sale, and had been driven locally without issue. Sometimes, hybrid batteries do not maintain their ability to hold a full charge over time, which may be the reason for the decreased range. Typically these vehicles are not recommended to travel extended distances. Once the battery is fully discharged it will cause the vehicle to go into limp mode. It is important to note that a warranty was declined, as was transport directly to the customers address. 

  Likely, it may be that the hybrid battery no longer operates at full capacity. If it is feasible to return the vehicle here to us at the dealership we are willing to work on diagnosing and repairing any issues. 

• Initial Complaint

  Date:01/16/2025

  Type:Billing 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.

  ***************************** [**************************][********, Tx, 75141][************][******************************]Date: [01/16/2025 Subject: Formal Complaint Against CARCHOICE DFW Dear *********** am writing to formally file a complaint against CARCHOICE DFW, located at ************************************. I believe the dealership engaged in deceptive and unethical practices that caused me financial harm, emotional distress, and inconvenience.Details of the Incident On January 11, 2025, I financed a vehicle from CARCHOICE DFW. I provided all required documentation, paid a $2,500 down payment, and purchased insurance for $194 through a recommended provider. I was informed that my financing was approved, and I took possession of the vehicle.On January 16, 2025, I received a call from the dealership requesting that I return with the vehicle for an inspection, which I was told would take 30 minutes. Upon arrival, I waited with my 3-year-old and 4-year-old children. After waiting for over 30 minutes, I was informed by a new salesperson, ******, that I needed to finalize financing on the vehicle, despite having already been approved.The dealerships behavior was hostile and unprofessional. ****** and the original salesperson were dismissive and made rude and condescending remarks, including stating, I dont know why youre talking to hershe doesnt get it. This was humiliating and stressful, particularly as I had my children with me.After further delays, the dealership repossessed the vehicle on the spot, citing issues with financing. I was stranded at the dealership in cold weather, had to pay for an **** to return home, and was late picking up my children from school.

  Business Response

  Date: 01/30/2025

  No Issue to resolve. Down payment was returned to customer.

  Obviously, there is frustration coloring these comments, which we understand. The short of it is Ms. ****** was sold a vehicle, and during the financial institution review her proof of income did not pass verification. This means that the lender would not proceed with the loan. Ms ****** returned the vehicle and received a down payment refund. This is much different than a "repossession". We did everything that we could to handle the situation delicately, however Ms ****** was unhappy with the result. Unfortunately, with the lender unwilling to proceed with the loan, we were unable to move forward with her purchase.  

  Customer Answer

  Date: 01/31/2025

  Subject: Response to Businesss Reply Complaint ID #********
  
  
  Dear BBB Dispute Resolution Team,
  
  
  Thank you for providing the businesss response. I appreciate the opportunity to clarify my concerns and dispute their claims.
  
  
  1. Misleading and Deceptive Business Practices
  
  
  Carchoice DFW claims that my proof of income did not pass verification, but at no point prior to January 16, 2025, was I informed that financing had not been finalized. Instead, I was deliberately misled when they called me in under the false pretense of a vehicle inspection.
  
  
  Had I been informed that financing was still pending, I would have had the opportunity to resolve any concerns directly with the lender or explore alternative financing options. Instead, I was subjected to deceptive tactics that wasted my time and caused unnecessary financial hardship.
  
  
  2. The Vehicle Was Taken Without Proper Notice
  
  
  The dealership claims that I returned the vehicle, but this is incorrect. I did not voluntarily return the **** was brought in under false pretenses and then pressured into handing over the keys. This constitutes a repossession, as I was not given a choice in the matter.
  
  
  Additionally, the way they handled the situation was unprofessional and humiliating. Their staff spoke to me in a rude and condescending manner, which was witnessed by my family members over the phone. They showed complete disregard for the inconvenience and distress this caused me and my children.
  
  
  3. Financial and Emotional Damages
  I incurred expenses due to the dealerships misleading actions, including:
  $50 in gas for the 48-minute drive to the dealership.
  **** fees to return home after being stranded.
  $194 for insurance that I purchased based on the dealerships recommendation.
  Damage to my credit score due to excessive inquiries and abrupt loan cancellation.
  I was left stranded in the cold with my children and was late picking up my other children from school, adding unnecessary emotional distress.
  
  
  4. Requested Resolution
  
  
  To resolve this complaint, I request the following:
  1. A formal acknowledgment from Carchoice DFW that they misrepresented the purpose of my visit and failed to communicate financing issues in a timely and transparent manner.
  2. Financial compensation for my out-of-pocket expenses, including gas, **** fees, and the insurance premium.
  3. A commitment from the dealership to improve transparency in their financing process so other customers do not experience similar treatment.
  
  
  I have attached supporting documentation, including my Conditional Delivery Agreement, **** receipt, and witness statements from my family members who were on the phone during the dealerships hostile and misleading actions.
  
  
  I appreciate the BBBs assistance in resolving this matter and look forward to a fair resolution.
  
  
  Sincerely,
  ******* ******
  
  

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   Subject: Response to Businesss Reply Complaint ID #********
  
  
  Dear BBB Dispute Resolution Team,
  
  
  Thank you for providing the businesss response. I appreciate the opportunity to clarify my concerns and dispute their claims.
  
  
  1. Misleading and Deceptive Business Practices
  
  
  Carchoice DFW claims that my proof of income did not pass verification, but at no point prior to January 16, 2025, was I informed that financing had not been finalized. Instead, I was deliberately misled when they called me in under the false pretense of a vehicle inspection.
  
  
  Had I been informed that financing was still pending, I would have had the opportunity to resolve any concerns directly with the lender or explore alternative financing options. Instead, I was subjected to deceptive tactics that wasted my time and caused unnecessary financial hardship.
  
  
  2. The Vehicle Was Taken Without Proper Notice
  
  
  The dealership claims that I returned the vehicle, but this is incorrect. I did not voluntarily return the **** was brought in under false pretenses and then pressured into handing over the keys. This constitutes a repossession, as I was not given a choice in the matter.
  
  
  Additionally, the way they handled the situation was unprofessional and humiliating. Their staff spoke to me in a rude and condescending manner, which was witnessed by my family members over the phone. They showed complete disregard for the inconvenience and distress this caused me and my children.
  
  
  3. Financial and Emotional Damages
  I incurred expenses due to the dealerships misleading actions, including:
  $50 in gas for the 48-minute drive to the dealership.
  **** fees to return home after being stranded.
  $194 for insurance that I purchased based on the dealerships recommendation.
  Damage to my credit score due to excessive inquiries and abrupt loan cancellation.
  I was left stranded in the cold with my children and was late picking up my other children from school, adding unnecessary emotional distress.
  
  
  4. Requested Resolution
  
  
  To resolve this complaint, I request the following:
  1. A formal acknowledgment from Carchoice DFW that they misrepresented the purpose of my visit and failed to communicate financing issues in a timely and transparent manner.
  2. Financial compensation for my out-of-pocket expenses, including gas, **** fees, and the insurance premium.
  3. A commitment from the dealership to improve transparency in their financing process so other customers do not experience similar treatment.
  
  
  I have attached supporting documentation, including my Conditional Delivery Agreement, **** receipt, and witness statements from my family members who were on the phone during the dealerships hostile and misleading actions.
  
  
  I appreciate the BBBs assistance in resolving this matter and look forward to a fair resolution.
  
  
  Sincerely,
  ******* ******
  
  

  Business Response

  Date: 02/01/2025

  Carchoice has done everything that we can to resolve this matter amicably. A refund has been issued and this matter is closed.

  Customer Answer

  Date: 02/01/2025

  Dear BBB Dispute Resolution Team,
  
  
  I appreciate the opportunity to respond again regarding my complaint against Carchoice DFW. I am rejecting the businesss response because they continue to dismiss the full extent of my complaint and the financial and emotional harm caused by their actions.
  
  
  While it is true that they refunded my down payment, the issue extends beyond that. The dealerships deceptive business practices resulted in unnecessary financial losses, stress, and damage to my credit, which they have not addressed.
  
  
  Key Issues That Remain Unresolved:
  1. Deceptive Tactics & Misrepresentation The dealership misled me by calling me in under the false pretense of a vehicle inspection,only to repossess the vehicle instead. If financing was an issue, they should have been transparent and informed me before I spent additional time and money returning to their location.
  2. Financial Losses Incurred
   Gas & travel expenses: $50+ spent driving 48 minutes to the dealership. Uber fees: Had to pay out-of-pocket to get home after being stranded. Insurance fees: $194 paid for insurance on a vehicle I no longer had. Credit impact: My credit was negatively affected due to how they handled the financing process.
  3. Emotional Distress & Inconvenience I was left stranded in the cold with my children after they repossessed the vehicle.I was late picking up my older children from school, causing further hardship.The dealerships staff was hostile and condescending, as witnessed by family members who were on the phone during the incident.
  
  
  Requested Resolution
  
  
  To properly resolve this matter, I request:
  1. Compensation for my financial losses (gas, ***** insurance, and credit damage).
  2. A formal acknowledgment of their deceptive behavior and an assurance that they will improve their customer communication to prevent this from happening to others.
  
  
  I urge the BBB to keep this case open and continue reviewing the dealerships conduct, as their response completely ignores the real financial and emotional impact of their actions.
  
  
  Sincerely,
  ******* ******
  
  
  

• Initial Complaint

  Date:01/16/2025

  Type:Product 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.

  My sales guy was **** pretty nice guy called n told me he got me approved and to come pick up my car! I go n get the car on 01/13/2025 ! I put down ******* n signed all my paper work they did add some extended warranty that I did not want but told me I had to have it to finance the loan thru this lender . Long story short I leave with my new car n did everything they asked . The next day I get a text from **** saying they forgot to inspect the vechicle and need me to bring it back to get inspection so I can get my tags. That frustrated me cause I stay over 50 minutes away but I came . When I get there I give keys to **** n another man named **** calls me in the office n tells me if I wanna leave with the car I need to pay another 3100 because my deal came back not funded because they ran my credit again the lender n see a repo remind u its 7 at night I have no ride home yall lied to me to get me there **** starts arguing with me about protecting their collateral ! Asking me do I have a co signer right now on the spot to leave with the car that I already signed n went home with the day prior! I ask for a refund of my down payment n be told me disputes on my banking could t speak with manager he is not there . **** calls me apologizes for how I was treated n calms me down I was unable to find a co ****** **** states I will be refunded he has to speak with manager I call back now the manager is in ****** ! I still have not got my 2000 down back I do not have the car n was told I would receive a refund they give u the run around and add extended warrantys u do not want n tell u u must have them they prey on hard working people with little remorse I had to **** home not even a courtesy ride or to tell me funding went bad just lied about a inspection which means they never checked the car

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/16/2025

  They r trying to charge a restock fee out of my down payment for a car they sent me home with n could not get funded n offer to refund only 1500 when I was told the full amount would be refunded now they want me to sign a return document of the vechicle when they lied and took the vechicle the day they stated they never inspected it saying I owe them for pulling my credit and signing paper work ****** this place needs to be shut down 

  Customer Answer

  Date: 01/17/2025

  **** ***** finally responds back after I advised him that I filed complaint with the bbb, with attorney general , with the dmv n with the cfpb . He offers me a refund of 1500 n not my down payment of 2000 n he states that it is for a restock **************** fee and for pulling my credit report and signing my paper work . I still have no receipt or breakdown of these fees and he is getting upset with me for asking . Once I told him I filed a complaint with the attorney general he thinks I have a lawyer but does not know that u can file a complaint with the attorney general . N he tells me have my attorney call his ************ will get my refund then because I refused to follow there rules n just sign agreeing to the restock ************ report fee 

  Customer Answer

  Date: 01/17/2025

  **** ***** finally responds back after I advised him that I filed complaint with the bbb, with attorney general , with the dmv n with the cfpb . He offers me a refund of 1500 n not my down payment of 2000 n he states that it is for a restock **************** fee and for pulling my credit report and signing my paper work . I still have no receipt or breakdown of these fees and he is getting upset with me for asking . Once I told him I filed a complaint with the attorney general he thinks I have a lawyer but does not know that u can file a complaint with the attorney general . N he tells me have my attorney call his ************ will get my refund then because I refused to follow there rules n just sign agreeing to the restock ************ report fee 

  Customer Answer

  Date: 01/17/2025

  I have attached all the conversations by text for you to share with the company showing all the evidence of them making up bogus fees that Im supposed to find in a contract they have not emailed me ! ****** printed me some of my contract because I asked n thankful I asked because its all I have to mark the gruesome treatment I received of them lying to me n deceiving me of my money 

  Customer Answer

  Date: 01/17/2025

  I have attached all the conversations by text for you to share with the company showing all the evidence of them making up bogus fees that Im supposed to find in a contract they have not emailed me ! ****** printed me some of my contract because I asked n thankful I asked because its all I have to mark the gruesome treatment I received of them lying to me n deceiving me of my money 

  Business Response

  Date: 01/30/2025

  Complaint resolved, Full Refund issued. Customer concerns addressed.

   

  Customer Answer

  Date: 01/30/2025

  I have reviewed the business response and accept this resolution.  Thank u for doing the correct thing .

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The whole experience started off well .. after seeing a vehicle online that I wanted and them telling me that they would get me approved.. I decided to give them a try. I came and saw the vehicle and noticed a slight tick . Its an **** SQ5 and like a Rolex it shouldnt, but depending on length of just sitting up, maybe improper fuel used . I decided, well maybe after I put proper fuel and a fuel additive in, it should get better. WRONG!!!!! Now exactly a week later and only driving it home and to work the check engine light is stuck on. Originally it came on momentarily and I gave the salesman a call immediately on Monday 12/9 and he stated if it happens again bring it in and well fix. On Thursday the dash light up with Drive System Malfunction, i called and sent text no answer or reply. Then on the way home Friday morning the check engine light made a reappearance, but this time it is permanently on. Ive had the car go to limp mode when the dash said Drive System Malfunction . Now Im sitting here with them trying to fix the issue most likely with a bandaid.Ok 3.5hrs later the salesman comes to me and says well we know the issue but were not going to fix .. if you want it done well fix and well try to meet you half way but youll have to pay no less than $500 more dollars because you need plugs, coils and you have a vacuum leak all things that should have been fixed when they serviced the vehicle before selling. He could not tell me when they could fix but its ok to drive with the light on.The final straw when I go back to the car I have more warnings going off .. they have put oil in a car that didnt need it, since I had already checked all fluid levels.. and the auto start/stop sends a malfunction warning stating it is now being disabled Per the **** dealership the engine has to be replaced not some plugs and coils like they attrempted to offer me ..... the repair estimate is $30k

  Business Response

  Date: 01/13/2025

  THIS WAS ALREADY A COMPLIANT- assigned an ID of ********

  Our response is the same, with our reasoning detailed in the original response. 

  Response- repair offered with Carchoice covering labor costs
  Mr. ****** brought the vehicle back due to a check engine light, without an appointment, which we made accommodations for even though the mechanic shop works by appointment only, and upon diagnosis from the mechanic, it needed new plugs and coils due to non-premium gas being used (This is confirmed by the mechanic and our diagnostic computers). The associated engine code confirms this. European vehicles go into limp mode any time there is an indicator from a sensor. This is just to protect the vehicle until it can be further diagnosed. It is likely that this issue will resolve over time with premium gas being used, however there is also the chance that the injectors will need to be replaced now regardless. 
  During diagnostics the mechanic checks fluids on all vehicles. He topped off the oil for Mr. ******* This caused the additional "warning lights" and required the oil level sensor to be reset. This happens automatically after driving, however the mechanic reset it manually just to ***** any further concerns from the customer. 
  A warranty is offered on all vehicles, verbally during the sale as well as numerous marketing materials available throughout the dealership, with many different coverage options and prices. 
  This vehicle was also recently state inspected prior to sale and had no issues. Documentation of this inspection, as well as numerous as-is and no warranty documents, and an acknowledgment of nothing owed after time of sale are included. Carchoice is in no way obligated for repairs to the vehicle as stated in the documentation.
  We still want to help, and we offered Mr. ****** to do the needed tune up, if he will just cover the cost of the parts, such as coils and plugs, which was explained to him while he was here in person. With Mr. ****** OK, the parts will be ordered and we can set an appointment to have the repairs completed. 

  Customer Answer

  Date: 01/14/2025

  Please look @ the review from the Audi Dealership Mechanic ....... what CarChoice wants to do was already done on 12/17; I had all plugs & coils replaced along with oil changed and placed back at the correct levels, after their mechanic looked @ my vehicle and made more lights come on that were not on when I brought the vehicle in on that morning.   **************************************

  Customer Answer

  Date: 01/14/2025

  I am rejecting this response because:   It need to be repaired with a new engine or replaced with a different vehicle

  Business Response

  Date: 01/15/2025

  What Carchoice is willing to provide has been outlined previously. The vehicle has been diagnosed in house and is contrary to what is being stated now. If the customer would like our assistance then we must go through the necessary steps to ensure that the mechanics recommendation is followed.

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   the coils, plugs, and oil were all changed out on 12/17 at a recommended **** shop ......... problem still persisted. So what Carchoice is offering to do has already been done. Per that shop and the **** dealership I did not cause the problem but it was already there when I purchased 

  Business Response

  Date: 03/01/2025

  4TH RESPONSE TO CONSUMER - UNABLE TO RESOLVE. 

  CUSTOMER WAS UNCOOPERATIVE WITH ********************** AND HAS SINCE DEFAULTED ON HIS LOAN.

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/6 I purchased a vehicle from CarChoice.com, on 12/9 the check engine light came on for the 1st time and immediately I gave them a call, sales *** stated if it occurs again bring it in and they would fix. On Thursday 12/12 the dash lite up with "Drive System Malfunction" then went into limp mode. This time when I attempted to contact the did not answer either the phone call or the text. On 12/13 I was there upon opening and was told they would look at it, 3.5hrs later the salesman stated that he could not do anything since I didn't have a warranty .... that he never offered me during the sale and that if I wanted it fixed I would have to come up with more money ..... Upon going to my car after they gave it back I know have more lights and warnings on my dash than when I originally brought it to them

  Business Response

  Date: 12/17/2024

  Response- repair offered with Carchoice covering labor costs

  Mr. ****** brought the vehicle back due to a check engine light, without an appointment which we made accommodations for even though the mechanic shop works by appointment only, and upon diagnosis from the mechanic, it needed new plugs and coils due to non-premium gas being used. The associated engine code confirms this. European vehicles go into limp mode any time there is an indicator from a sensor. This is just to protect the vehicle until it can be further diagnosed. It is likely that this issue will resolve over time with premium gas being used, however there is also the chance that the injectors will need to be replaced now regardless. 

  During diagnostics the mechanic checks fluids on all vehicles. He topped off the oil for Mr. ******* This caused the additional "warning lights" and required the oil level sensor to be reset. This happens automatically after driving, however the mechanic reset it manually just to ***** any further concerns from the customer. 

  A warranty is offered on all vehicles, verbally during the sale as well as numerous marketing materials available throughout the dealership, with many different coverage options and prices. 

  This vehicle was also recently state inspected prior to sale and had no issues. Documentation of this inspection, as well as numerous as-is and no warranty documents, and an acknowledgment of nothing owed after time of sale are included. Carchoice is in no way obligated for repairs to the vehicle as stated in the documentation.

  We still want to help, and we offered Mr. ****** to do the needed tune up, if he will just cover the cost of the parts, such as coils and plugs, which was explained to him while he was here in person. With Mr. ****** OK, the parts will be ordered and we can set an appointment to have the repairs completed. 

• Initial Complaint

  Date:09/27/2024

  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 was told I was approved to buy a vehicle with $1500 down and than when I got there the vehicle was than said to be that they got it approved for $3000 down . After test driving vehicle I said lets finish the paperwork they said ok . Came back to me 2 hours later saying I needed to remove something off my record I stated ok and called the credit bureau 2 hours later that was resolved than a hour later I was told I needed an official letter from the court which I provided. Than an hour past and they said the banks are closed fast forward to today they said the vehicle is not approved and I have to pick something else. I did and the down payments came back much higher. My time was wasted and I lost money being off work to go do this.

  Business Response

  Date: 12/04/2024

  The complaint is due to circumstances beyond the control of CarChoice.

  Unfortunately, your Pre qualification through Car Gurus is not a final approval. I understand your frustration, however, once your full finance application was submitted to the bank, the lender returned with a higher requested down payment due to your credit and financial situation, which is entirely beyond the control of CarChoice. This was thoroughly explained to you while you were here, and the reasons that the lender made this decision that caused the required down payment to increase. We tried very hard to work with you, and we were able to have a way to go to get you into a vehicle, however we could not get around the required minimum down payment required from the lender . I would love to earn your business, however I am limited to what the bank requires to give you a loan.

  If your circumstances change we will still do the best we can to get you the best possible approval.

  Customer Answer

  Date: 12/04/2024

  I have reviewed the business response and accept this resolution.