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:04/17/2024

  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 flew from ***** to ****** to purchase a 2009 *** M3. The salesperson was an absolute delight to deal with, and facilitated the purchase until finished. When I got there the morning of January 20th, 2024, I was able to see the car for the first time. I noticed some issues that I had brought up then and there, and the team tried their best to rectify. Unfortunately this would be the first of many issues I would be finding out about. I drove back the ***** miles back to *****, with another issue popping up along the way home. I have proof now that it was like that before the purchase, and did not notice it until the warning came up. Fast forward to Jan 23, 2024. I have my son with me and I go down to the hospital to pick up my Uncle who was having surgery and was getting out. When it got to around midday, I turned on the *** The ** was told to me that it was fine and functioning before I got to the dealer and when I came back to *****. It was about 27 degrees that morning at the dealer, so I can see why they would think that it worked fine. It didn't. I tested the system myself when I got home that day with tools, and it was compromised. I then get a call from Gio, who is the service manager there. We talk and I tell him amongst the other issues that came up, AND the issues he disclosed to me that were not disclosed when I picked up the vehicle, that I wanted them to take it back the car. He calls back and tells me a really low amount to fix the issues and inconvenience, and I just wanted the ** to be repaired, which was going to be 3 times the amount. Then ****** calls me and tells me that they are going to stick to their small offer, and I told him I would seek legal advice, but I decided not to. Instead I went to go get an estimate for the ** repair and leaking valve cover and sent it in to them on Mar 9. I followed up with *** through text on Mar 15 and he said he sent it to ******. I have not received any type of correspondence from them since. Just cover the **

  

  Business Response

  Date: 04/23/2024

  The Customer purchased a 15 year old 2009 *** M3 flew in and drove the vehicle back to ***********  After he took delivery and drove the car home, an issue arose of which he took the vehicle to a shop where they basically wanted him to rebuild the vehicle.  The vehicle was purchased AS-IS being it is 15 years old but we offered $2500 to cover some of the expense of which he declined.   Client stated he was going to go legal and that was the last communication we have had with this client. The offer of $2,500 still stands to assist with repairs if the customer wishes.  Thank you!

  Customer Answer

  Date: 04/25/2024

  I am rejecting this response because:   I bought the car with the pretense from the dealership telling me that everything was fine with the car. I have texts showing this and I would not have flown states across for something being sold if it had issues, I took your word for it and your dealership lied. Also "rebuilding" the car is incorrect. Showing that they knew that I had sent them an estimate, they never got back to me when I sent that email over to Gio, their Service Manager on March 9th, 2024. Please see attached. After not hearing from them, I sent Gio a text message asking what was the update on the estimate on March 15th, 2024. He said "Hello, I sent this email to ****** already. Thank you." This was the last correspondence I had with this dealership. Please see attached. I understand that this car is 15 years old, but you guys sold it with issues, and you did not disclose any of those issues, including ones that *** had told me about too when we had first talked on the phone, which included a leaking rear shock, which I have a picture of from previous texts with dealership. I also have texts saying that the ** works great, please see attached. I have videos of me doing a vacuum test on the vehicle not being able to hold a vacuum, meaning the system has a leak, meaning the system is compromised, which I had sent to the dealership. I understand that I said that I would have taken legal action, but I had a conversation with *** telling him that I was not going to take legal action, and he explained that usually when someone says that, they don't move forward. I explained that I understood that, and that I was not going to pursue legal action. Then he sent me a text telling me I should be getting a PDF to sign. When I read it, I was not satisfied because ***** is not enough to cover even on the most basic vehicle to re do an A/C system. The full estimate was ********, and I am only asking for the dealership to cover 60% of the replacement, which would be ********.

  

  Business Response

  Date: 04/25/2024

  From our understanding the Client is a mechanic himself and the estimate looks like he wrote it.  Without diagnosing the vehicle ourself we have no idea what is need of repair or not.  We believe the $2,500 offer was way more than fair and that is all we will be doing.  If he would like that amount he will need to sign a release of claims agreement and we will be happy to send him the money.  Thanks!

  Customer Answer

  Date: 04/25/2024

  I am rejecting this response because:   I am a mechanic and I own a diesel business, in ************ ca, not in *************. This was a reputable shop that specializes in Euro vehicles that did the estimate. You guys really need to get your facts together. Your ***** is pitiful compared to what work really needs to be done, and Im just asking for the ac to be covered, and not 100% of the cost. Yeah you guys cant diagnose anything at all, your service department is a joke. Also youre all the way in ******. If your service department followed strict SOPs on how to handle vehicles that come in, we wouldnt be in this predicament, and if you were transparent with all your customers, you wouldnt have any complaints on the BBB.

  

  Business Response

  Date: 05/15/2024

  Our response has not changed from the last communication.  We offered $2,500 as good will since we cannot diagnose the vehicle ourselves and this is more than fair.  This will be our last communication, the client can accept the $2,500 for the repair or decide not to but that is up to him.  Thank you! 

  Customer Answer

  Date: 05/15/2024

  I have reviewed the business response and accept this resolution. Will be waiting for email from business.

   

  Kind regards

• Initial Complaint

  Date:04/16/2024

  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.

  Purchased a c10 truck revived truck few weeks later with window down shipped open water inside window regulator bad and price included shipping and fully registered and now they want 750 more on top of agreed total price in writing

  

  Business Response

  Date: 04/23/2024

  We have spoken to the Client and we will be sending him the $750.00 dollars his lender should have paid towards his registration etc.  Thanks!

  Customer Answer

  Date: 04/23/2024

  I have reviewed the business response and accept this resolution. I agree with earth motors and appreciate the outstanding efforts to resolve this matter definitely agree *************** should have padded the estimate properly 

• Initial Complaint

  Date:04/05/2024

  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.

  Purchased a classic vehicle from this dealer. Was described as in top condition. No flaws to the body or paint including dings, Dents, scratches, chipped paint, etc. also described as in perfect mechanical order. Received the vehicle via shipment, vehicle arrived in decent shape but not as described via the ad, communication via text and phone calls. Multiple areas of body needing repainted, cracked paint, and the vehicles steering renders its tough to drive straight on the road. The steering seems extremely loose. I have asked about returning the vehicle but I am not receiving any phones calls back. I am willing to pay for the shipping back to the dealer.

  

  Business Response

  Date: 04/15/2024

  Thanks for the email and we are currently working with our customer now to resolve his concerns.  We are having him take the vehicle to a paint shop to correct the issues.  Thank you!

  Customer Answer

  Date: 04/16/2024

  I am rejecting this response because of yet the business has not taken action to correct the issue and has refused refund.  

  

  Business Response

  Date: 04/16/2024

  We are simply explaining the resolution that is being done.  Its impossible to already have it completed at this point.  Thanks!

  Customer Answer

  Date: 12/04/2024

  The vehicle was originally delivered in April of this year with multiple issues that were not stated in the description and falsely represented via the salesperson. Initially, Earth Motors ignored my inquiry until I filed a complaint with the BBB. At this point, they attempted to fix the issues (although I had to pay for shipping back to the dealer and 50% of the repairs). The vehicle was returned but wasn't running and leaked fluid all over my driveway. Earth Motors shipped the vehicle back to the dealer and supposedly repaired the issues. I purchased the vehicle in March/April 2024 and since then I have driven it approx. 10 miles as it has been at Earth Motors since July. I rejected the vehicle as it has never been in the condition described. I have also requested that Earth Motors buy back the vehicle and refund the money that is owed to me. Since making this request to Earth Motors multiple times, they have refused to respond.

  
  

  

  Business Response

  Date: 12/04/2024

  This complaint has already been closed but regardless the client has gotten an attorney involved so we are no longer working with the client directly.  Thanks.

  

  Business Response

  Date: 01/03/2025

  This complaint has already been closed but regardless the client has gotten an attorney involved so we are no longer working with the client directly.  Thanks.

• Initial Complaint

  Date:03/01/2024

  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.

  January 3, 2024 $3,151.80 Deposit on a car (1968 Pontiac Firebird)I was told by salesman (****) that the car I was interested in had other parties interested in buying it and that if I wanted it they needed a deposit to hold the vehicle for me. I subsequently had a family member go through a serious health crisis and I used the money that was to be for the purchase of the car to help with medical bills. In returning to find that the car has not sold and that in fact it was a ploy to get money out of me I have since reached out to the salesman on a few occasions to return my deposit, and I finally sent a text to his cell phone ************** on Tuesday, February 27th requesting once again my deposit to be returned. To the date of this complaint I have not received acknowledgment or correspondence regarding my deposit being returned.Visa Invoice Number - S6GVRBESXRPGR Subtotal - $3060.00 + Surcharge (3%) - ***** = $3151.80

  

  Business Response

  Date: 03/06/2024

  Please see the attached file that shows the text messages and confirmation that it was a non refundable deposit.  The reason we do this is because we are telling other potential clients the car is sold and they purchase a like vehicle at another dealership so our opportunity goes away.  Our Sales Associate made it very clear it was non refundable and the Client was asking us to hold it for 2 weeks.  It is unfortunate that he was unable to follow through with the purchase but we were very clear and he confirmed understanding the deposit being non refundable.  Thank you.

  Customer Answer

  Date: 03/06/2024

  I am rejecting this response because:   They stated that they had other buyers with cash and if I wanted it I needed to put down a deposit.  The car never sold and is still for sale, and was a trick to get me to put down a deposit.  I feel that they lost nothing as they still have the car available, and that it was a fabrication of other buyers to get me to commit to a purchase that I was no longer able to complete.  There was no contract of a non-refundable deposit, and if they are sticking to that text conversation it also includes me being able to use the deposit to purchase another car, and since I will not be giving them my business I should be refunded in fill my original deposit.

  

  Business Response

  Date: 03/06/2024

  That is exactly the reason for the non refundable deposit.  We lost those other buyers because we told them the car was sold and they hold was for 2 weeks so they purchased elsewhere.  I cannot find where the messages say anything about the 3K being applied to another vehicle.  We stated it can be applied towards his down payment if he was financing.  We definitely understand that things happen but there was an agreement and Text message agreements are legally binding in *****.  In an effort to help out we would be willing to refund 50% of the deposit.  Hopefully that shows our client we are willing to make him happy.  Thank you!

  Customer Answer

  Date: 03/06/2024

  I have reviewed the business response and accept this resolution. 
  
  

• Initial Complaint

  Date:02/05/2024

  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 purchased a ******** vehicle $110,000 total - my dream car from this place in August 2023, I live in a tiny town, I dont drive much, since August 2023 I have only put ***** miles on my used 2017 G63 ******** G ****** I noticed a leak last week , Im here at ******** dealership due to leak and I have a total bill of $12,832 for the following -reseal oil filter hosing , lower oil pan. Remove power steering gear and power steering gear leaking. Replace rear brake pads, sensors and rear brake rotors. I dont understand how earth motors can sell people lemons with this much maintenance after they supposedly do their own inspection of car. There are multiple complaints against this dealership!! Very disappointed in this dealership and will let others know.

  Customer Answer

  Date: 02/06/2024

  My case # from first complaint on same business. 20501271 

  

  Business Response

  Date: 03/21/2024

  The customer purchased a 7 year old ******** G ***** with over 52K miles at that time.  The Client chose not to purchase an extended warranty which she was offered.  We cannot predict what issues a Pre-Owned vehicle will have in the future which is why an extended warranty is always encourage.  She previously filed a BBB complaint back in August 2023 on this same vehicle for the tires and we sent her $1,000 to take care of them.  She signed a Settlement Agreement and Release of Claims for this and any future claims.  Thank you.  

  Customer Answer

  Date: 03/21/2024

  I am rejecting this response because:   There are lemon laws when selling a vehicle and in good conscience I dont understand how they were not aware of issues if they did an inspection before selling it, just like they sold it with bald tires!!! 

  Customer Answer

  Date: 03/21/2024

  The attached receipt was the most costly of the repairs $4,997 that I feel earth motors should refund me 

  Customer Answer

  Date: 03/21/2024

  ****** miles is just getting broken in and even more so with a vehicle like ******** , and actually low miles for the year! 

  

  Business Response

  Date: 04/09/2024

  This is the same complaint being filed over and over.  Please refer to our comments on the previous complaint in the history.  Thank you..

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because:   
  This is not same complaint . I had one last year due to dealership selling my car with completely bald tires, they gave me $***** towards new tires which I purchased. The new complaint is about a series of engine problems that I have had to pay for engine leaks on a vehicle with only ****** miles that is just getting broken in. I have provided a multiple paid receipts for the work I had to complete at ********!  I would like for Earth Motors to refund me some of the costs, asking for $4,000. They must have been aware of the issues via Earth Motors inspection , and I had only put ***** miles on vehicle from my purchase date. 

• Initial Complaint

  Date:12/14/2023

  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.

  Transaction was mid-July of 2023. The price paid was ~94k I was promised a SAFE, drivable ******** **** After less than 4 months driving/3k miles driven, I had to get a s**** out of a tire/open recall taken care of and when I brought to an authorized MB dealer they were shocked what they saw as all 4 tires (wheels were after market, sold to me as such) had cross threaded lug nuts with severe damage to all the hubs. They told me it was legit not safe to drive and repairs were imminent. The dealer insisted they did not touch the wheels but yet said they performed an inspection. One of those 2 statements is false, or a really really poor job was done and not acceptable for a spend/vehicle of that caliber. I have documentation on email of our correspondence I can provide if needed. Total bill from dealer to repair was $6,962.72 I asked for $3,359.20 (parts only) to put it behind. They agreed, then sent me another amount in the claims form - and are saying they will only send $600. Full complaint can be found here: ***********************

  

  Business Response

  Date: 12/21/2023

  This vehicle was purchased in July of 2023 and It is not possible to drive for 5 months and three thousand miles if all lug bolts would have been in the condition that was stated to the customer by Park Place.  The lugs, bolts would have worked themselves free causing the wheels to fall off well before three thousand miles if they were in that condition.  Our inspections are very thorough as well and while we are not perfect there is no way problems would not have occurred right away if the lugs and bolts were in the condition that Park Place is stating.  Thank you!

• Initial Complaint

  Date:11/20/2023

  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 purchased my Audi R8 from Earth Motors on 2/26/2023. VIN number is ***************** with ****** miles. *********** after purchasing, I had to return the car because all four springs were unserviceable. after picking up the vehicle, I started having Air Conditioning issues. I took the vehicle back, where they charged the ** unit, and stated it was good to go. I picked up the vehicle and 10 minutes after departing the dealership the ** became very hot. I took the vehicle back and they had to order a compressor for the car. With having to replace the compressor, they had to remove the engine from the car. After replacing the compressor, the car was ready for pickup and I drove it home to find a very loud knocking noise as I entered my driveway. Contacted the service section and they told me to bring it in. They could not duplicate the noise, so I picked it up and drove it home with my girlfriend. We stopped to a few stores and at one of the stores the vehicle would not start. Contacted the service section again and they asked if I has gas etc in the vehicle. This is the same day I picked it up from Earth Motors. My girlfriend and I sat at the store waiting on a tow truck and decided to try starting the vehicle. It started and we drove it home. I contacted ******** again who works at Earth as the service manager and he told me to drive it again to see if it happens again. We drove it to dinner and after 2 hours of dinner we returned to the car which did not start again. I took a video of the start sequence and sent it to ********. After waiting for tow again the vehicle started and we drove it home. I departed ***** the following day and Earth had a tow truck pick it up from my residence. After replacing a sensor, I was again called to pick up the vehicle and when I arrived ******** came out and states the cranking code reappeared so I then had to leave without my vehicle. Total time my car have been in the shop is 9 months.

  

  Business Response

  Date: 12/05/2023

  The issues with the vehicle have been resolved which we took care of.  We also offered to purchase the vehicle at current market value which the client wanted to do and then decided to keep the vehicle.  This is a 2008 Audi R8 and we are taking care of the client to make sure we have happy customers but we are under no obligation to do so with a 15 year old vehicle that was purchased AS IS.  Thank you!

  Customer Answer

  Date: 12/06/2023

  I have reviewed the business response and accept this resolution.  I do understand I bought the car As Is but I also bought extended warranty so with that there is an obligation to correct deficient items covered by warranty. I did decline the buy back of my vehicle because I would have lost a lot of money and time as advised by my representative. I do appreciate the efforts taking place to correct my car.  Thanks

  Customer Answer

  Date: 04/09/2024

  I bought my Audi R8 from Earth Motor Cars 2/6/2023. Simce I bought this car it has been in the shop 3/4 of the time. It first went back for blown springs/shocks, then it went back for the ** unit not working. The springs/shocks were replaced and the ** was recharged however on my drive home it went out again. Took my vehicle back to the shop and the compressor was replaced. I picked up my vehicle then shortly thereafter the start sensor went out. Took it back to the shop, they called and told me it was replaced. Went to pick up my vehicle and the start sensor code was still on the computer. They sent my vehicle to Audi to get the start sensor replaced, I was called to pick it up and I drove it maybe 3 days and it started acting up again. I was advised by Gio, maintenance manager at Earth to replace my trickle charger that I was using. I replaced it and in fact the car did start, however after driving the vehicle and it sitting for a while it does not start. It finally started and I drove it home and encountered the same issue that I thought was resolved. Two weeks ago or so my son and I went out to drive the vehicle to determine the ** does not work again. It was cold here so no need to use the **, well now its warming up the ** does not work. To be fair *************** did offer to pay the car off but Gio and I decided to give Audi a chance to fix my vehicle and they did not fix it or did fix it and its the same problem again to include the ** unit is not working. I reached out to ******************************** multiple times requesting that we talk about this and he has not returned any of my calls. *** does return my callls as he is the service manager, but the problem is still there. I really want help getting rid of this car as it fits the lemon law criteria for *****. I have been paying 1043 dollars every month for a car I cannot drive for a total of ******.

  I would be gratefully if they paid this car off and to be honest give me ****** dollars back as I am paying for a car I cannot drive.

  

  Business Response

  Date: 04/09/2024

  This is the same complaint we have responded to previously.  We have done everything to keep our client happy.  This vehicle is now 16 years old and unfortunately it is going to have some issues.  The client has a warranty and the ** was fixed previously so it needs to be taken to the shop again to see what is could be now.  After purchasing and test driving the vehicle the customer had issues with the suspension and how it drove.  We replaced the shocks etc. and that did not resolve the issue so we had custom made coil overs built for the vehicle that cost us in excess of $5,000.  In addition to this we offered to buy the vehicle back last year as the customer stated.  We did not have to do this as there is no lemon law policy on a used vehicle and certainly not on one as old as this unit.  We have really done everything we can for this client and we are unable to help any further.  Thanks...

  Customer Answer

  Date: 04/09/2024

  I am rejecting this response because: 

  This is NOT the same complaint. My vehicle is back in the shop for the SAME issue! AC is broken and Start Sensor. Listen I am a retired military veteran who flew helicopters older than this car to PROTECT his freedom to say this is an older vehicle. If I was told that in the military we would have SERIOUS PROBLEMS. I currently have a 1992 ***** Accord thats OLDER than this vehicle and it still works. I am currently a pilot for a major airline and if maintenance said the planes we are flying are older than 16 years just **** it up and deal with it then we would have serious issues in the industry as well. That answer is not professional at all and Im sorry there is nothing else we can do is irresponsible. You have a car dealership of course there is something you can do. Also, in response to purchasing my vehicle back I was in contact with the service manager ******** and he stated it would be a lost and lets give Audi a chance. I also relayed that same information to ***************************** and he said PERFECT
  

  My car have been in and out of this shop

  

  Business Response

  Date: 05/15/2024

  Thanks for the email.  Our response has not changed.  We have gone above and beyond on this vehicle to keep our client happy and based on everything we have done this is evident.  Thank you!

  Customer Answer

  Date: 05/22/2024

  I am rejecting this response because:   In ***************** defense they have spent a lot of hours on this vehicle that I purchased from them. With that, this vehicle is still in the shop and all I would like from them is to at least give me a loaner that I can drive until the car is fixed. This car has been in the shop since I bought it. I am renting a car weekly when I am in town to get around because my car is still in the shop. If they could assist with that until my car is fixed Ill be grateful.

   

  if he is willing to purchase this car back from me at the current payoff I will do that as well. I know I will take a lost, but at least we are not going back and forth with this car

  

  Business Response

  Date: 05/23/2024

  We have restated our position multiple times and will no longer respond.  Thank you!

• Initial Complaint

  Date:05/01/2023

  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.

  Earth Motor Cars misled me about the status of the title on a vehicle. In fact, they outright lied and hid the actual status from me, telling me it had a clean title, when it did not. I purchased a *** from Earth Motor Cars around March 11, 2023. They provided me a CarFax as part of the signing documents. There was no further mention of the title status, other than I was told it was a Clean title. I ran a CarFax report myself on April 29 and discovered the vehicle in fact had a Branded-Not Actual Mileage title. I went back and looked at the CarFax that Earth Motor Cars Provided and they had omitted those pages in the signing documents. Yes, when Earth provided me the CarFax, they REMOVED the pages where the title status had changed!! There were no other pages in the signing documents stating the status of the title. Knowing this, I paid far above the actual value of the vehicle. In addition, this has serious financial implications should I ever want to sell it. I dont even want to know what kind of trickery they pulled with ***** Fargo in order to get this car financed. I have had four estimates (KBB, CarFax, dealership, Carvana) and they range from 40% to about 60% of what I paid when I provided the *** and title information. I just want Earth to refund my down payment and allow me to return the car.

  Customer Answer

  Date: 05/01/2023

  This is another picture of the CarFax which I was sent where Page 8 was omitted. Page 8 showed how the title of the vehicle changed to "Mileage Not Actual". Then, I attached two pictures of the missing pages from the CarFax, which I discovered myself when I bought my own CarFax report. It says "Not Actual Mileage Title Issued" three times in the report before I acquired the car; no where in my signing documents from Earth Motor Cars was this stated.

  

  Business Response

  Date: 05/01/2023

  Unfortunately this complaint is not accurate at all.  The customer was verbally told this vehicle had a title issue for Mileage and on the Main Page 1 and Page 2 of the attached Carfax which he admits to having clearly show the status of this vehicle.  We would never lie about a title status and this is why we have our customers acknowledge this report for situations just like this.  The vehicle was also priced accordingly to reflect the status it was showing.  It very well could be mistake on the Carfax where another shop entered the information incorrectly but regardless nothing was hidden and the status was clear.  We sell thousands of cars and have a stellar reputation and would never put that in jeopardy to sell any vehicle.  Please see the attachment information. 

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   This just states that I was told that the mileage, at some point, was incorrect on the CarFax and that later on it was fixed. I understand that incorrect mileage can be entered into a CarFax, but then later fixed. There was no mention that the vehicle *title itself* was anything other than a clean title. Not to mention, I would expect a dealership of this size to fully disclose something as critical as this. And that is the problem here. With this "not actual mileage title", the value of the car is significantly less than if it did not have that branding on it. 

   

  Yet again, I attached the CarFax I received and signed from Earth Motor Cars, as well as the one I purchased myself. The specific line where it states the ***** of the vehicle has changed, has been omitted. 

  Customer Answer

  Date: 05/01/2023

  Attached is more information about the title status of this vehicle. 1. A correspondence with ******* where he states the status of the title is Clean, and has no effect on the resale value of the vehicle. And 2. *************** Book's response to me trying to sell them the car, clearly stating the title is an issue. 3. A salesperson at ************ saying the could give me "a couple grand" due to the title problem. Clearly, this title is a problem. 

   

  If anything, this portrays a sale where the value was significantly misrepresented and the dealership did not disclose this information properly. No way would I have entered into an agreement for this type of purchase knowing there was zero way to recoup my investment if I wanted or needed to sell it. 

  Customer Answer

  Date: 05/01/2023

  Attached is the correspondence with ******* (salesman) from Earth Motor Cars, as well as the salesperson from ************ in regards to buying the vehicle. 

  Customer Answer

  Date: 05/02/2023

  This car is unsellable. I cannot sell it to a dealer due to issues with the title. If I sell it private party, IF someone will buy it, the value has been severely reduce. It's like buying a diamond, only to find out it's a ******** If Earth Motor Cars thinks there is no problem, then they need to make an offer to buy it back as a way to stand behind the car they sold me. 

   

  All of this stems from the fact that the dealer hid the status of the title from me by omitting pages in the CarFax. *************************** mentioned a mileage discrepancy on the CarFax, which was cleaned up and the CarFax mileage matched that of the vehicle. However, the ***** status was never disclosed or mentioned. I never saw a copy of the title, as is the norm when you finance a car. If I don't get a resolution from Earth Motor Cars, the next step will be a Consumer Complaint with the ***** ************************** Thank you.

  Customer Answer

  Date: 05/02/2023

  Additional Images

  

  Business Response

  Date: 05/09/2023

  Thanks for the information.  We have been in contact with the client several times and we are gathering everything to fix the Mileage discrepancy on the Carfax which will solve the entire issue.  

  Customer Answer

  Date: 05/09/2023

  I am rejecting this response because:   ***************************** answered the phone when I called Earth Motor Cars on 5/2/23. He said they can 1. fix the title on the car so it's a "clean title". and 2. Work with CarFax to remove the title issues from there as well. To do this, I will need to provide documentation from the *** dealership that the mileage is actual, then send that via ***** to their dealership. From there, Earth Motor Cars will work with the title agency (EZ Title in *******) to fix the two issues. Earth Motor Cars received the paperwork (***** tracking 772048994940) on 5/8/23. There have been no updates since then. 

  To be clear:

  1. The "Not Actual Mileage" needs to be removed from the title, which is currently shown (see attached).

  2. "Not Actual Mileage" needs to be removed from the CarFax, and/or a correction needs to be visible on the title. 

  I went to Autonation Chevrolet in *******, ** on 5/5/23 to inquire about a trade-in, just to see the effect of this title. Yet again, this was the FIFTH dealer to reject taking this vehicle on trade-in due to a problem with the title. 

   

  I will accept the response and close this when the issues above have been fixed, and/or we reach some other agreement, such as returning the car and refunding my down payment. 

  Customer Answer

  Date: 06/08/2023

  Earth Motor Cars is supposedly working on this, but it has not been resolved. I am getting responses when I ask, but I am not confident in this ever getting resolved. In the meantime, I had two appraisals done on this vehicle--one for $11,500 and another for $14,000--due to the problem with the title. I paid $41,000 for the car from Earth. This needs to get resolved.

  

  Business Response

  Date: 07/12/2023

  We have been in communication with this customer on a regular basis to clear up the mileage discrepancy on Carfax.  We have provided Carfax with a lot of documentation but they now want a copy of the title from the current owners state.  We are going to work with the customers lender to get a copy of the title from the state so we can get Carfax everything they need to finally remove the discrepancy.  Thank you.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service 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 2020 BMW M4 for what was high market value of $76,500. Vehicle was described as being in "excellent condition both mechanically and aesthetically". The condition of the vehicle was discussed exhaustively as my agreement to pay a higher premium was solely hinged on condition. Upon delivery of the vehicle on 8/17/22 I immediately noticed body damage to passenger **** bumper. This area was also noted and photographed at pickup by shipper. I have also noted a few areas of damage on leather which I was told was in "perfect" condition. I have tried to contact the dealer since time of delivery with no response. To receive a vehicle with interior and body damage for which one paid a premium after exhaustively qualifying condition is unacceptable and would require active deception by the business. Additionally, I'm owed two headrests for the car that have not been sent.

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/31) */ Hello and thanks for the email. We had already made contact with this customer before receiving this and will be addressing his concerns to take care of him.

• Initial Complaint

  Date:08/17/2022

  Type:Delivery 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.

  Once they have your money, they don't care about you or the car they are selling you! I have had nothing but problems with the car I have bought. So many that I don't even trust driving it. There is a big disconnect between sales and service. Ivan, my salesman, was only concerned with getting his commission and made me believe things that could happen that weren't true. I was willing to sell the car back to them only 1 month after buying it for 25% less then I paid for it, just to be done with it. Yet, they don't want it. Weird, they could have this great car at a discount and then resell it for more again. Sounds like a good deal, unless they know the car isn't sound! They also promised that they would send some parts that were on back order when they shipped the car to me and big surprise, they never did. I have called 3 times only to be told someone will get back to me! I am either being lied to and stoned walled or this all starts at the top. I will not go away. The true measure of a company is how they treat their clients, especially when things are not right. Earth Motors has failed! This has been an expensive lesson for me. At this point I guess the only thing I can truly ask for is the parts for the car that were promised to me.

  

  Business Response

  Date: 10/26/2022

  Business Response /* (1000, 5, 2022/08/24) */ Hello... As you know there are always two sides to every situation but regardless we have always intended to send Mr. ***** his parts once they all arrive. The boot is actually scheduled for delivery today and we already received the other part promised. Our Operations Mgr. will be reaching out to him with an update as well and once the boot arrives we will be shipping him the parts. Thank you! Consumer Response /* (3000, 7, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, there are 2 sides. In this case mine, the truth and Earth Motors, untruthful! First of all. if the intention was to send the parts, then why on July 29th did you text me saying the parts are in and you will send them out ASAP? Please see attached photo. Also, after Mutiple texts and phone calls, why did no one reach out with an update, or a courtesy follow up call? Only after I filed BBB complaint did you respond. Speaking of that response, no one has reached out with an update or telling me my parts have been sent. Not surprised, as the lies continue! Business Response /* (4000, 9, 2022/08/30) */ The customer was contacted and the parts had already been sent. Thank you.