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:04/02/2025

  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.

  In August 2023, I purchased a *** Z4 from HILINE Motors in *****, *****. When I attempted to register the vehicle in ****** in August 2024, I was informed that the cars lien release was missing, preventing registration. Since then, I have made continuous efforts to obtain the lien release, but HILINE Motors has been uncooperative, repeatedly deflecting ***************** bypass the dealership, I contacted ******, which originally sold the vehicle to HILINE Motors. I spoke with ****** at CarMax, who claimed they were searching their archives for documentation that may serve as a lien release. However, after months of waiting, multiple follow-ups, and no further responses to my calls or emails, I have been left without a resolution.For nearly two years, my car has remained unregistered due to this issue, and despite my efforts, neither HILINE Motors nor CarMax has taken meaningful action. I am now considering legal action and need to determine whether to hire an attorney in ****** or *****. Additionally, I want to ensure that any potential lawsuit is filed in ******, where I reside and where the registration issue directly affects me.

  Business Response

  Date: 04/11/2025

  Hello ,

  Thank you for bringing this issue to our attention. We contacted the customer, and we were informed that the issue has been resolved. Please advise. Thank you.

  Customer Answer

  Date: 04/15/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:12/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pre-owned car from HiLine Motors. The car was described to me as "in perfect condition", with everything working and no need for service.Once paid and delivered, the car had several non-disclosed issues.Many past due services:(1) Brake rotors were completely worn out and needed replacement.(2) PDK (transmission) fluid change past due.(3) Clutch fluid change past due.(4) Break fluid change past due.And the car had problems:(1) The driver heating and cooling seat was not working.(2) Half of the A/C buttons were not functioning due to sticky (soda?) spills.I spent $3,688.08 for all the past due services, and $2,200.30 to have the driver seat fixed, a total of $5,888.38. I contacted ***** at HiLine Motors to request for them to pay at least for the seat repairs and they refused.

  Business Response

  Date: 01/02/2025

  CUSTOMER PURCHASED VEHICLE "AS-IS" AND DECLINED A SERVICE CONTRACT .. Please see attached docs. Customer received vehicle on Nov 2nd and he texted ***** "SHE LOOKS AMAZING VERY HAPPY" two weeks later on Nov 16 he texted ***** an entire list of "Problems" All of which seem to be of a wear and tear nature and could have happened during the two week layoff in between he and ***** texting.

• Initial Complaint

  Date:09/30/2024

  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.

  The car was falsely advertised with having a lot to packages included which were not actually in the car.

  Business Response

  Date: 10/29/2024

  Customer purchased vehicle as-is offered the abilty to have a third party inspection. Vehicle arrived as described and in excellent overall condition.

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem is they sold me a truck with problems in the motor and I want them to fix the truck because I just purchased the truck a week ago and they want me to fix it on my own and that is not right the truck still parked never drive it because the same issue hope they work with me on the problem or I will be force to take legal action on the issue hope to hear from you with a resolution soon

  Business Response

  Date: 09/19/2024

  Vehicle was in excellent condition when customer purchased it. All used vehicle in the State of Texas are sold "AS-IS" As per state law in addition customer purchased service contract so he can get any repairs done under that.

• Initial Complaint

  Date:04/02/2024

  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 January 4, 2024, Hiline Motors (Shawwa Investments), *************************, ********************* received my ****** USD wire transfer as part of the contract to trade in my vehicle and cover negative equity. Three months later, Hiline Motors has failed to register the trade in vehicle, nor did Hiline apply the funds towards completing the transaction. This dealership stole funds from me and they continue to push a vehicle purchase contract through to the bank after i made It clear to them within hours that i was not taking this deal. ****** received funding from ********* for a vehicle in my name even though I didnt have the vehicle. Hiline Motors posted the vehicle for sale on their website and later on sold the vehicle without notifying ********* that this was in error and should have never pursued in my name. Furthermore, Hiline Motors presented my trade in vehicle for sale on their website for a few weeks before selling it to Carmax. Hiline motors never met the terms of the Carmax sale and was forced by Carmax to take the car back because Hiline never did pay off this vehicle that was traded in to the. ****** has made attempts through financial means to bully me out of retaliation for me not accepting the original deal. My credit has suffered, my finances have suffered. This dealership has lied to me, lied to the bank, failed to pay the balance of my trade and has caused a significant injury to me. Hiline Motors, after being denied the sale from Carmax, has demanded I retrieve the vehicle that they were supposed to pay off three Months ago. Hiline Motors should be investigated and reported beyond BBB. May other consumers be aware of the violations and scrupulous practices of this dealership and and specifically **** and *****.

  Business Response

  Date: 04/03/2024

  In responding to Mr. ************************* complaint and claims. He purchased a vehicle and traded in his *** to us indeed on Jan 4th. He signed a state of Texas legal and binding contract to purchase the vehicle along with a legal retail installment contract with the lender Ally Financial services. He sent that evening a 10k wire transfer and wrote a personal check for 11k which was the agreed upon total of down payment of 21k for the purchase in question. We allowed him to take possession of his vehicle that evening. The wire transfer for 10k made it to us the next morning and we deposited the check for 11k the morning of the 5th of January. He then stated some issues with the vehicle we gladly said to bring it and we would resolve any of those on our behalf(Even though we had no legal obligation to do so as used vehicles are sold "As-is") in the state of *****. He dropped off the vehicle and then later that day stated he no longer wanted the vehicle. Again the vehicle was his and the lender in question had already done all of their due diligence verified this was a valid purchase and they chose to enforce their contract. A few days later the check for 11k came back to us "UNPAID" and the customer admitted he stopped payment on the check. We are in the process of taking legal remedies to recover that money as we speak. The reason his vehicle loan for the *** was not paid off is the fact that he stopped payment of the 11k check which was part of that payoff. Any "Harm" ************** in his mind's eye has incurred is due to the fact of his action not ours. This is the last communication Hiline Motors will have on this matter. ************** has harassed and mocked both ***** and **** for months now including leaving two ****** reviews that ****** flagged and removed for "Hate speech bullying and harassment"
  
  
  We wish him all the best in his future endeavors. 

  Customer Answer

  Date: 04/03/2024

  I am rejecting this response because:   ******, once again has failed to disclose the truth nor have they addressed ANY valid issues with my complaint. What they are failing to mention is they intact SOLD another vehicle in my name that I don't even have. They are also failing to admit they did NOT pay off my trade in vehicle and left me on the hook to pay now 2 car payments for vehicles I didn't have. Unfortunately, another lie from this company is that they were notified with 5 hours of the contract, that I stopped payment on the check. Yes, I did and it's NOT illegal to do so especially since at the time I did NOT have the merchandise in question. It was NOT the next morning, but rather an hour later that I contacted the dealership and ***** about the massive issues regwrding the vehicle. **** has lied to the BBB and consumers. He and Hiline Motors are failing to disclose the truth. This dealership sought to take advantage of a grieving widower for their own selfish gain. 

  To make matters worse, they (Hiline Motors) even sold my trade in to another dealership and FAILED to pay it off and for this reason, that dealership FORCED Hiline to take my trade in back because they failed to keep the agreement. I can provide names, dates, and any other pertinent information needed. 

  I Do Not expect this dealership to have much more to say about this because there is ABSOLUTELY nothing they can say to help them. 

  They lied again, about reviews. ****** has actually reached out to ME to request information and that information has been provide and I have NOT been flagged as they assert. Again, all lies. Look at the negative reviews about this dealership and their fraud attempts against customers. 

• Initial Complaint

  Date:03/21/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle from hiline motors and I had a few issues when I received it, I wrote a one star review and the employee ************************* responded to my review with false information and put my name and phone number in his response which I feel violates my privacy, everything he said in his response is not true but putting my full name and phone number for everyone to see is not right. I would like action taken against him and in my opinion his response to my review should be taken down and he needs to apologize for his immature actions I have every right to leave a negative review if I'm not happy with their services without my privacy being disrespected.

  Business Response

  Date: 03/22/2024

  No such apology with be given in any way shape or form until the person in question (And his friends/Family)remove all negative reviews posted and apologizes to *****(And ***) for the disgraceful way he and they acted after ***** worked for Months on their purchase and accommodated their financial situation. 

  Customer Answer

  Date: 03/22/2024

  I am rejecting this response because:   I have every right to rate a business. You're just angry because it is negative and it's the truth. 

• Initial Complaint

  Date:07/24/2023

  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.

  We agreed to purchase a 2013 Porsche Panamera from Hi Line Motors on 5/31. ************************* was our salesman. The transaction was conditional upon a few items. One being a safety issue with the front headlamps as they would detach when driven at a certain mph. Hi Line agreed to have the headlamps repaired by ************* as a recall item and told us to expect 12 weeks for repairs to be completed. We agreed and wired the full cash price of the car to Hi Line on 6/2, thus completing our end of the agreement. We reached out to ***** in a week and were told that ************* had the car, but had later refused to honor the recall (this ended up not being true as we contacted ************* directly). ***** told ** they would contact another vendor, which ended up translating into ***** going on various websites looking for an aftermarket part. Since that time, Hi Line has given us excuse after excuse as to why the repairs havent happened . Dates have been promised and more excuses made, whether regarding shipping delays, wrong part(s) received, basically anything to stall the process. **************** has been beyond poor and there is a serious lack of trust here, especially with *************************. We have since requested our money back but have been stonewalled. We have elevated our concerns to the General Mgr (Gabe-useless) and he just passed this issue back to ***** without offering a solution. When asked to speak to the owner of Hi Line, we were told that we were not allowed to. We just want our money back so we can find a reliable dealership that will honor their promises & provide a good experience. It is now 7/18 and while Hi Line has our money, we do not have a car. This is our last attempt for resolution before taking legal action for this blatant Breach of Contract by Hi Line Motors and *************************.

  Business Response

  Date: 07/24/2023

  CUSTOMER PURCHASED VEHICLE THAT HAD AN OPEN RECALL.. WE AGREED TO BRING THE VEHICLE ON THEIR BEHALF TO A PORSCHE DEALER. THE PORSCHE DEALER DENIED THE OPEN RECALL. AT THAT POINT WE HAD DELIVERED ALL OF WHAT WE WERE PUT IN WRITING FOR THE CUSTOMER. WE HAVE ATTACHED THE "WE OWE" DOCUMENT WITH BOTH CUSTOMER SIGNATURES ON IT TO VALIDATE THAT AND WE HANDLED THE NEW TIRE WITHIN A FEW DAYS OF THE AGREEMENT. ***** OUT OF HIS OWN POCKET AND WITH GOODWILL IN MIND SOURCED OUT THE REPLACMENT PARTS ON BEHALF OF THE CUSTOMER BUT AS IS WIDELY KNOW THEIR ARE QUITE A FEW SUPPLY RESTRAITS IN GENERAL IN THE **** INDUSTRY. WHILE THE "HEADLIGHT COVERS" DID ARRIVE THE GASKETS (OR SEALS) HAVE YET TO DO SO. AT THIS POINT THE CUSTOMER CAN PICK UP THEIR VEHICLE. THEY WERE ALSO OFFERED OM JULY 17TH TO PICK UP THEIR VEHICLE AND DRIVE IT UNTIL THE ADDITIONAL PARTS ARRIVE. 

  Business Response

  Date: 07/24/2023

  CUSTOMER PURCHASED VEHICLE THAT HAD AN OPEN RECALL.. WE AGREED TO BRING THE VEHICLE ON THEIR BEHALF TO A PORSCHE DEALER. THE PORSCHE DEALER DENIED THE OPEN RECALL. AT THAT POINT WE HAD DELIVERED ALL OF WHAT WE WERE PUT IN WRITING FOR THE CUSTOMER. WE HAVE ATTACHED THE "WE OWE" DOCUMENT WITH BOTH CUSTOMER SIGNATURES ON IT TO VALIDATE THAT AND WE HANDLED THE NEW TIRE WITHIN A FEW DAYS OF THE AGREEMENT. ***** OUT OF HIS OWN POCKET AND WITH GOODWILL IN MIND SOURCED OUT THE REPLACMENT PARTS ON BEHALF OF THE CUSTOMER BUT AS IS WIDELY KNOW THEIR ARE QUITE A FEW SUPPLY RESTRAITS IN GENERAL IN THE **** INDUSTRY. WHILE THE "HEADLIGHT COVERS" DID ARRIVE THE GASKETS (OR SEALS) HAVE YET TO DO SO. AT THIS POINT THE CUSTOMER CAN PICK UP THEIR VEHICLE. THEY WERE ALSO OFFERED OM JULY 17TH TO PICK UP THEIR VEHICLE AND DRIVE IT UNTIL THE ADDITIONAL PARTS ARRIVE. 

  Customer Answer

  Date: 07/26/2023

  I am rejecting this response because:   We agreed to purchase the vehicle solely based on the conditions set forth within the contract.  Hi Line has yet to fulfill their part of the agreement.  We would not have purchased this vehicle had you not agreed to repair what is essentially a safety issue.  So while we appreciate your offer to "pick up" the car on July 17th (45 days after you received payment in full from us), we kindly reject that offer as you still have not satisfied the terms of the contract.  We have been down to one car for almost two months now.  We have three children who have recently started fall athletics and in a few weeks, school will commence. We can't function like this and it is unfair and unethical how we've been treated.  We have many text message exchanges and calls documented where we've been promised things and lied to.  Lastly, we still do not have a timeframe for when the repairs will be completed. Again left in the dark.  Until that time, any response will be unacceptable.

  Business Response

  Date: 07/26/2023

  Again I am attaching the "We owe" document that the customer signed and they agreed to. It clearly states that we would take the vehicle to a Porsche dealer for any open recalls. The manufacturer of the vehicle in this case Porsche is responsible for resolving any recalls not Hiline Motors. And the tire we agreed to replace was done within a few days. 

  Business Response

  Date: 07/26/2023

  We are also attaching the current ************** inspection. This vehicle passed both emissions and safety inspection on May 30th

  Customer Answer

  Date: 08/11/2023

  I am rejecting this response because:   Here is Hi Line Motors (*****'s) exact response to the initial BBB complaint:  "AT THIS POINT THE CUSTOMER CAN PICK UP THEIR VEHICLE. THEY WERE ALSO OFFERED OM JULY 17TH TO PICK UP THEIR VEHICLE AND DRIVE IT UNTIL THE ADDITIONAL PARTS ARRIVE."  Okay.  So, since we were advised that we could pick up our vehicle, we attempted to do just that. On 7/29 we called Hi Line to advise them that we were on our way to pick up the Porsche.  We were told "okay."  We packed all of the family into the one car that we've been left with for the past two months and drove the hour trip to *****.  When we walked in, ***** seemed surprised that we were there and told us that the car is not ready to be picked up.  We told him that his (***** confirmed that he was responding to this BBB case, not Hi Line Motors) response to our BBB complaint specifically said that we could pick up our car and that's what we were there to do. He said that it wasn't ready.  We asked when it would be ready.  He couldn't give us a timeframe.  He then left us hanging for 45 minutes.  We had no idea where he went.  So, we walked to the back and see him taping the headlight covers onto the car with lime green masking tape!  15 minutes later, he drives the car around and to our disbelief, was expecting us to drive this car on the highway with headlight covers that were taped on!  At this point, we demanded a loaner vehicle.  We have been left w/out a car for two months and our kids were about to start fall sports and school was 2 weeks away.  We could not go on with one vehicle any longer and Hi Line needed to do right by us. Instead of offering a solution, ***** said that there was nothing that he could do - he had no loaner cars, they were all for sale.  We asked again for a timeline for when OUR car would be ready - he couldn't say.  We are now 70+ days without the car that we PAID FOR, without a loaner and without an end in sight.  My wife doesn't even want the car anymore - the joy has been sucked out of the experience of having her first "luxury" car that we've both worked hard to get. We've asked repeatedly for our money back but have been told that's not an option even though our attorney has told us that it is. Hi Line Motors and ***** continue to give us the run-around, lie, manipulate and stonewall us, hide things from us and avoid our calls/texts.  This has been the worst experience we've ever had and nobody at the dealership is taking accountability for this, nor finding a resolution to the issue at hand. Still no car and no end in sight, but they of course have our $$

  Customer Answer

  Date: 10/09/2023

  Good morning and thank you for following up.  Here is the current status: We still do not have the car that we had paid for, in cash, on 5/29/23.  It is now October 9th - 3 1/2 months later.  Hi Line did finally offer us a loaner vehicle, which we have had for the past month.  That said, we still have no idea when our car will be ready for pickup.  

  Business Response

  Date: 10/23/2023

  Customer was informed on Thu, October 19 that their vehicle was ready for pickup and we would swap their loaner car for the one they purchased still waiting to hear back

• Initial Complaint

  Date:04/12/2023

  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.

  ************************ GAP insurance coverage cancellation was processed on 1/18/23 and the dealer check cleared the back on 1/25/23. As of 4/7/23, **** of America (finance company) has not received refunded amount of $1000.I have made over seven written and verbal requests with the dealership. I have not received any reasonable, nor feasible explanation regarding refund delay or mitigation.

  Customer Answer

  Date: 04/14/2023

  Additional supporting documents

  Business Response

  Date: 04/17/2023

  We got in contact with the gap provided to double check when the check was sent out by them. Then we double checked out account to see if that check was ever deposited. Once we confirmed that, we were able to process a check and sent it off to **** of America last week. The amount of the check was for $949. after the cancellation fee of $50 by the gap provider. 

  Business Response

  Date: 04/18/2023

  Tell us why here..We got in contact with the gap provided to double check when the check was sent out by them. Then we double checked out account to see if that check was ever deposited. Once we confirmed that, we were able to process a check and sent it off to **** of America last week. The amount of the check was for $949. after the cancellation fee of $50 by the gap provider. .

  Customer Answer

  Date: 04/18/2023

  I am rejecting this response because:   ************************ (NAAC) State Provisions: "********** is not subject to cancellation fees" Auto Dealer has breached NAAC agreement.

  Customer Answer

  Date: 04/19/2023

  As of 4/19 0756am, **** of America is unable to confirm receipt of payment from dealership. Based on past behaviors (misinformation, ineffective communication, poor responsiveness), dealership is asked to verify payment with actual release date and transaction numbers.

  Business Response

  Date: 04/19/2023

  As you can see ****************** clearly doesn't comprehend that the $50 comes directly from the **** for cancelling the contract. I have attached the cancellation quote so it can clearly that it wasn't us.  Also if the check was sent out a few business days back ****************** has to wait a few days for *************** to cash the check, so he will need to keep calling and asked them for proof of receipt. 

  Business Response

  Date: 04/19/2023

  As you can see ****************** clearly doesn't comprehend that the $50 comes directly from the **** for cancelling the contract. I have attached the cancellation quote so it can clearly that it wasn't us.  Also if the check was sent out a few business days back ****************** has to wait a few days for *************** to cash the check, so he will need to keep calling and asked them for proof of receipt. 

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   specific proof of mailing date and image of (,or) check/transaction numbers has not been provided.

  Customer Answer

  Date: 04/21/2023

  As of 4/21/23 2PM. **** of America cannot retrieve or confirm receipt of refund. Seeing that the dealership has not provided sufficient proof of refund (actually transaction date or copy of check), this matter will be transferred to my attorney on 4/24.

  Customer Answer

  Date: 04/26/2023

  As of 4/26. **** of America has been unable to verify receipt of payment from the dealership. That's nearly 3 months in pasted aging (with no sensible explanations. Hence, my attempt at  arbitration has not worked. This matter has been rerouted to my attorney. No additional BBB support is required.

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from this dealership July 2022. Included in my loan was an extended car warranty for $3,892.00. A couple months after receiving the car, I noticed a clicking sound coming from the engine. Took it to a repair shop who told me the timing belt needed to be replaced (not exactly what you want to hear after buying a car with only 60k miles on it). The warranty company implied they may not be able to cover a new timing belt. I told Gabe with HiLine Motors I wanted to cancel the warranty as I ended up spending $4800 out of pocket to pay for the repair expenses which included a new timing belt. Gabe cancelled the warranty on December 1, 2022 as I confirmed with warranty company. **** responded to an email I sent on December 20, 2022 that the refund will be sent to **** of America and applied towards the car loan. 3 months later and 4 emails that I have sent asking on the status of the refund have gone unanswered. I knew it could take 6-8 weeks for processing, but not 3 months. I just want my refund please. I would appreciate any help on this matter so I can put this in the past and move on. Thank you.

  Business Response

  Date: 03/06/2023

  We have been in contact with the Service contract company multiple times. We are working on obtaining that refund back for *******************. The service provider was having system issues for the past few weeks and they are finally running back in order. We will get this issue expedited so we can get her refund check issued back to her lender. We also doubled check with the service provider and ******************* never opened up a claim to fix the timing chain issue. She just decided to cancel it and pay out of pocket. The claim would have been opened and covered if the appropriate steps would have been followed by the customer and service department.

  Customer Answer

  Date: 03/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once refund is credited I will accept the response. The lack of communication from HiLine Motors is the frustrating part. All I was asking for was an update and the response submitted through here would have been sufficient, yet it took me having to file a complaint to hear back. As far as the warranty claim, I did open a claim in November. The car shop tried multiple times to get someone from warranty company to respond which held up the process for a week. When I spoke to the warranty company they never implied it would be covered and they "would see what they can do." And I had I waited for the warranty company to follow through, it could have taken weeks or months to get the car fixed, so yes cancelling the warranty and getting the refund was worth paying out of pocket. Yet that was November and now it's mid March, still no refund issued.