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:11/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive currently been dealing with the same issue for about 2 months now my car has been in the shop two times already this would be the third for the same issues the first time my car went to the shop it was smoking and hesitating to start I paid for a new battery and they said my car was smoking because they seen a bag underneath. Literally maybe 2 weeks later the second time I had to sent it to the shop my car wouldnt start period and it was still smoking I sent it back to them they said that they didnt replace my battery that they probably just charged it but they wasnt sure . So Why did I have to pay for a new battery the first time ? If you guys didnt put on a new one until the second time it came back, then they said I needed my valve cover gasket replaced they so called replaced that and now where on issue number three my car is now smoking , humming and running hot and I dont know what to do because at this point the shop isnt helping the agent that I been emailing hasnt helped really I feel as if there constantly just trying to take my money and not trying to properly fix anything there fixing tire pressure sensors and struts instead of fixing what the car initially came to the shop for. Im not understanding at all why they cant properly fix my car I honestly either want a replacement vehicle or I would like my car completely fixed but how would I know that if were constantly having the same issues ?

  Business Response

  Date: 11/15/2023

  We appreciate the customer taking the time to provide her feedback. On November 1, 2023, our customer support department was informed by the customer that she continued to experience some issues with her vehicle. We immediately began reaching out to her to schedule a drop off appointment. Our support department worked with the customer for 2 weeks in an effort to have the vehicle brought back to our service center. It was explained to the customer that if the new issues she was complaining about were related to any work we did on prior visits, we would make good on those repairs at no charge. And certainly if anything else is going on that is covered by her warranty, she will not be charged for those repairs either. The customer finally gave us permission to have the vehicle towed to our service center yesterday, 11/14/2023. Since purchasing the vehicle on June 8, 2022 the customer has only had to come out of pocket for the battery. The replacement battery was defective, and replaced again at no addition charge to the customer. All other repairs were covered by her warranty agreement. We regret that any customer should have to go through the inconvenience of vehicle repairs. But since our business is selling motor vehicles, repairs are a part of doing business.  These are complicated pieces of machinery, we regretfully, we arent always going to get it right the first time. Some issues are more complicated, and require a bit of trial and error. We look forward to fully resolving the customers service issues as quickly as possible. 

  Customer Answer

  Date: 11/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:05/30/2023

  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.

  Avoid these crooks! Avoid ****** from *********** location on forest ln by any means. I was interested in buying a car and right off the bat i was approached with a lack of desire to help from someone in the ********* location so I called *********** location and ****** answered. At first it was like any other similar situation. Real nice, he kept saying he was there to help me blah blah blah. After submitting an app I got approved with a $1500 down payment. It was more than i could afford so after a lot of going back and forth we agreed on $1200 but with the condition that i picked a car they were obviously having a hard time selling bc of the color. I denied the conditions and told him what i wanted and that in wasnt going to get forced into something I didnt like. That was the first red flag of how they conduct business. I ended up picking a different car, they dont have many options to begin with and Fast forward 2 days later i found a cheaper car on their page with less miles so i called him ****** and told him i was more interested in moving forward with that one. Immediately all types of excuses came flying out the door and he even went as far as saying the owner will get mad, he doesnt like when people change things around haha how pathetic from such a sleazy rookie sales ********! Never heard of an owner getting mad over a sale but anyways he mentioned he would find out more about the car and return the call asap. And to my surprise he comes back with oh its already in the works, someone else beat you to it so me being bummed out i went back to the car i had picked out but Ive never been the type to just go with the first answer without finding out on my own so I called a different location using a different name and inquired about the car and at first the sleazy sales guy that answered didnt want to give me much info and just like his twin ****** they worked their way through lies so I wasnt having it anymore so i hung up. 15 min late he calls me back to inform me that the car was available and ready for me to apply to see if i could get approved. I laughed and told him about the purpose of my call and he immediately responded with thats on ******, Im not like that and proceeds to asking me how soon i could make it to his location. Being 50 min away i told him i was 15 min away from the ********* location so i would prefer for the car to get sent there bc he kept threatening that its first come first serve and i needed to get to him asap! I than again told him i was working and i couldnt drive 50 min out but i had more flexibility with the Arlington location being that it was close to me. He than threw and tantrum and begin saying i went out of my way to help you and to get this information about the car just so you can go somewhere elsewhatever man call ********* than and figure it out with them and proceeds to hang up on me. Poor little guy caught the bait and threw his sleazy colleague ****** under the bus. I then called ****** multiple times and of course he didnt answer so than i texted him asking him what was that all about and 10 min later i get a text saying that my application was denied and they couldnt help me. That was their way if saying we got busted and well be ***** about the situation. And til this day hes yet to answer my call. These guys are nothing but crooks and I wouldnt be surprised if the owner is just as bad as they are. All of their cars have at least a 3-4k mark up on top of the high interest rate that they charge. This has been the worst experience Ive ever had and if i could leave this place 0 stars i would because theyre lower than dirt. They take advantage of people in desperate situations. Genuine leeches! Please stay away from this place by any means. When i called to speak to a GM, according to them there isnt one. I have text messages from ****** to prove everything that happened.

  Business Response

  Date: 05/31/2023

  I have listened to all of the recorded calls and read all of the text messages between our team and the customer. First and foremost, my sincere apologies to the customer if he felt mistreated, misled or miscommunicated with in any way. That is certainly never our intent. All evidence to the contrary, that is actually not what occurred here. We do however, bear some responsibility for not effectively communicating certain things. Our ambiguity likely contributed to a feeling of mistrust on the part of the customer,  which overshadowed the rest of our communications with him, but never did we intentionally mislead or misinform him. 

  The vehicle the customer wanted was actually being sold at another one of our 6 locations. Standard procedure is to remove the vehicle from "Available" status, when there is an in-store sale pending for that vehicle, or if we have a fully approved application online and the customer has indicated their desire for a specific vehicle and that vehicle only. There are a number of reasons why the pending sale may not be completed and by the time the customer called another one of our locations pretending to be someone else, the vehicle was no longer part of a pending sale. Unfortunately, by that point, the damage had been done and the customer no longer wanted to go back and work with his original sales person at our Garland ********* Instead he asked the sales person who answered his call at our Southeast ****** location, to have the vehicle sent to the ********* so he could purchase it there. That is not something that sales person can do, since another sales person is already associated with the application.

  There are a number of other comments by the customer that I could take issue with, including the derogatory reference to the owner, but doing so won't change anything for either of us. I do want to point out that the customer's credit was not affected by his application with us as we only utilize a soft pull for our credit approvals. Once again, I regret we were not able to make this customer happy despite our attempt to do so. We appreciate the customer taking the time to share his point of view, and our team will review all of the facts pertaining to this situation. If there are lessons to be learned, we will and we will make the necessary changes. 

  Kindest Regards, 

  ***************************, Auto City

   

   

   

• Initial Complaint

  Date:04/12/2023

  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.

  The issue has been going on for over a month. I have a 2011 ****** Murano that I got from Auto City about 3 years ago. Never had any major problems til now. About the beginning of last month, I was having problems with my car, I think, and also my son-in-law who works for *********** as the manager and a certified machine. We both said that the transmission sound like it was stuck in a gear. Called Auto City they told me a bring it to them so they can check it out. Maybe a week or so went by they said that it was the transmission that was going out. They wanted to just put me in another car with another downpayment and start my payments all over. At the time I only had $4800 left on my car. Long story short, I decided to get it fixed. The transmission that they said came from ****** cost $4000 and I had to pay $850 down and $850 when I pick the car up. Picked up my car about the second or third week in March. Had the car for 2 days and I had to take it back. Auto City ran a diagnostic and they said that it was the transmission making a ticking sound. I was told that my car was sent to the ****** dealership They had it for three to four days and sent it back to Auto City. Picked up my car and had two turn around and take it right back a day and a half later because my CB Boot broke on the driver's side. Filed a support ticket who I was told to do so by ****** my case manager. And they would get to the bottom of what's going on. Now that I have done that *************************** keeps telling me she doesn't have any update, she waiting on a specialist to look at and just yesterday I was told she's waiting on the service manager. Nothing was been offered to me as far as a loan car or deferring a payment til the other day when I told *************************** that I was filing a complaint with you guys. I feel like I was lied to and am still being lied to about what was the problem with my car. Because my son-in-law told me that ****** never had my car the two times that Auto City said that they did.

  Business Response

  Date: 04/13/2023

  We very much appreciate this customer and her point of view of the situation. Our perception of the matter differs greatly from hers, but I understand that she is frustrated and inconvenienced. We have done all we can to minimize the inconvenience, however some things are simply out of our control. As the customer mentioned in her complaint, since purchasing her vehicle in October of 2019, it has never once had a service issue prior to this. 

  We began by offering to trade the customer out of her vehicle, as a courtesy and as a way to expedite her having transportation, particularly since the vehicle now has ******* miles on it. ****** miles where added by the customer since she purchased In October of 2019. The customer declined the offer to trade, so we then began the process of estimating the repair costs. That estimate came out to a little over $4,000. We offered again to trade the customer. Again, she declined. So again as a courtesy to the customer, we agreed to finance a majority of the repair costs. Repairs took longer than expected, and apparently there was still an issue with the transmission because the customer had to return the vehicle within a week of picking it up. Out of an abundance of caution, we sent the vehicle to ******* at our expense,  to help pinpoint the root cause of the continued issue. ****** thought that found the issue and resolved it. They returned the vehicle to us, we test drove it over 40 miles, and when we were convinced the problem was resolved, we returned it to the customer. Unfortunately, within a week, there was still a problem. So, once again we sent it to the experts, ******* to make good on their previous work. That is where we are today. We have done everything we can to press get ****** to complete their work, however we are not their only customer, and clearly it's an issue that requires a-lot of problem solving. The customer's claims that we are lying about sending the vehicle to ******* multiple times in fact, are frankly false and could not possibly be based on any factual knowledge. Her son-in-law would have no possible way to know whether we did or did not sent to ******. It most certainly was, and is there as we speak. 

  The customer's claim that we did nothing to assist her is also not factual. We started by offering to trade her even though she drove her vehicle ****** miles. **** that was not an option, offered to finance the repairs, and only asked for $850 to get started and another $850 when she picked up after repairs were completed. **** her vehicle had to go back into service, on March 17th, we deferred a payment for her, a copy of that authorization by the customer is attached. The customer did not reach out to our support department until March 29th, shortly after it had to be brought back in the second time. Once the support department got up to speed on the situation and collected all the facts, another deferment was offered. It had nothing to do with any threat to file a BBB complaint, but rather to make up for the inconvenience. 

  At the end of the day, the customer and ******************** both want the same thing. A fully functioning vehicle delivered to the customer as quickly as possible. Because of the nature of the issues and the repeated attempts made to resolve it, we have advised ****** to take whatever time they feel is necessary to make absolutely sure we don't inconvenience the customer again. Has it taken longer than expected, absolutely, but we worked with the customer to keep her informed of the progress, even if just to say we don't know anything more than we did the day before. And yes, we have even gone above and beyond to assist the customer financially by financing a majority of the repairs, and deferring payments so that the customer could secure alternate transportation while repairs are completed, even though the customer's warranty expired over ****** miles ago.

  The customer is frustrated and upset because it has taken so long and multiple attempts to complete the repairs. I would be as well. We can not apologize enough for that inconvenience. We are doing everything we can to expedite a resolution, which with any luck should be in the next few days. In the meantime, we appreciate her patience. 

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because The reason I'm rejecting there response is b. First yes I was offered to be put in another car along with doing another application plus a down payment. They just didn't say okay **************** we can put you in another car put with no down payment and your the first payment will be in 30 days. I never was never offer to to put into another car for the second time. All I was told you want them to replace your transmission call the shop and that was it. My car had a balance of a little over $4800 dollars left and it would have been paid off. I didn't want to have to start all over with my payments that is why I turned them down the first and only time they offer to put me in another car. Now back to what communication I was getting. I file a support ticket on February 29, *************************** email me back on February 30 @ 1: 25 pm and basically told me that I will be going through her for any updates with my vehicle. I have attached some emails from **************************** 

  Business Response

  Date: 04/25/2023

  Nothing the customer says in her response contradicts anything stated in our response. So we do stand by the original response. 

  The only thing to add is that repairs were completed on April 20th. Customer went on a test drive with our service department and signed off on the repairs.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to auto city after being with this company over 3 years i purchased an Volkswagen that was in their possession for over a week due to mechanical issues the quoted me a total of $907 to repair however i recevied another phone call from ***** who advised me due to replacing some vaccum valves the car would not drive and i would Need to take my vehicle else where to see if it could be repaired even though it was unable to drive i collected my thoughts as I'm battling post partum depression from being a new mom i then reached out spoke to manager **** who advised he would see what he could do no mention of the vehicle being a trade simply just what he could do to help. I was Then advised to come to auto city in Arlington texas where they would give me a new vehicle and was advised by the sales agent with 2 witness i would have 30 days t change my mind however that does not seem to be the case i feel Scammed and stuck with something i dont want i repeadtly texted alexx to advised i wanted To cancel my loan just 3 days after having the vehicle which he refused the vehicle is jerking and I'm scared to drive said vehicle i reached Back out expressing per my contract it does say i can Cancel within 30 days for this white jeep renegade for which they state they sold me a black one per contract which was another RED FLAG of a LIE this company I've been with so long i put trust in had ruined that trust within a BAD COUPLE DAYS horrible they then told me instead it would be a repo the vehicle has yet to finalize the loan it's been a full 8 days and I've tried to cancel my loan for 5 days straight with no luck or help crooks they cheap the system and people out of their hard own money deceitful none the less i requested the regional manager and was denied by **** this is **** poor service and legally i should be able to cancel a loan from 8 days ago!!

  Business Response

  Date: 03/15/2023

  Contact Name and Title: ***** ********
  Contact Phone: 972-364-7049
  Contact Email: [email protected]
  Our support manager has reached out to the customer to help better explain the situation and offer solutions. That conversation happened yesterday. We are waiting on customer to reach back out so we can pursue those options.

  Customer Answer

  Date: 03/26/2023

  The business has failed to assist me with this complaint it stands **** poor services horrible management due to failure to even get back with me instead he had his assistant reach out just to tell me wt they can’t do for me to keep me as a happy consumer 

  Customer Answer

  Date: 04/14/2023

  Im a long time returning customer of you alls Ive made several complaints i even have gone to the better business bureau in regards to how disrespectfully i have been treated i had a 2014 black ********** with you all and only owed $5k left so i took My vehicle for servicing and with awaiting a few ********************* called me from the Lancaster location where my vehicle was and advised my vehicle was unrepairable when they tried to fix the valves the vehicle would no longer drive after investing over $22k i was devastated so i began To see what options i had to roll over which i already Invested i was then contacted by manager ***** and was advised i can Pick a vehicle from their Arlington location at this point nothing was discussed about what would happen with my other vehicle in fact they increased my payments and put me into something else i then began to complain and decide i no Longer wanted to do business or keep the vehicle you guys agent ***** explained i had 30 days to cancel and change my mind i do Have 2 witness and recorded proof i texted Alexx within 4 days and advised the vehicle had issues the air did not work the vehicle was already jumping also which lead me to be firm and cancel the contract they ignored my request ***** just kept pushing for me to keep the car until so many days past that when ***** told me he does not have a corporate contact and the owner did not want to speak with me i begab my BBB complaint in to my surprise the owner ***** reached out and still was not helpful and ignored the fact that i had been trying to cancel the loan i will keep complaining through BBB and whomever else i need To as its not right getting over on people at all!!

  Business Response

  Date: 04/14/2023

  When the customer and I last spoke over the phone,  I explained to her that there is no 30-day grace ****** to cancel the loan. No dealership of any kind provides a 30-day cancellation. I also explained that we could not change the terms of her new loan or the payment amount, as we are required by law to treat every customer equally without favoring one or the other.  What i did offer, even though it was past the 3-Day Love It or Leave  It deadline, was to trade the customer into another, less expensive vehicle with lower payments. The customer identified a vehicle she liked, however, before we were able to move forward, the customer changed her mind and  informed us that she wanted to stay in the vehicle she had. Now it appears, customer has changed her mind yet again.
  
  Auto City has gone out of our way to assist the customer at every turn. The situation seems impassable at this point, so today i suggested that we each go our separate ways. i offered, that if the customer wanted to surrender the vehicle, we will not report it as a repossession on her credit.
  
  We are very sensitive to the challenges the customer must be facing as she works to overcome her medical condition. We all want to see her healthy and happy very soon.

  Customer Answer

  Date: 04/16/2023

  I have reviewed the business response and accept this resolution. I would Love to give the vehicle back and it not reflect as a repossession as i dont even drive due to unhappiness per business as long as they stick to this agreement and it not show as a repossession Im happy with that solution! 

  Customer Answer

  Date: 04/16/2023

  And also i would like to know what will show on my credit if not a repossession as i agree with just giving it back and being done with it and part ways on good terms please have some one reach out to establish a drop off day to get it taking care of immediately 

  Customer Answer

  Date: 04/16/2023

  And also i would like to know what will show on my credit if not a repossession as i agree with just giving it back and being done with it and part ways on good terms please have some one reach out to establish a drop off day to get it taking care of immediately 

• Initial Complaint

  Date:09/30/2022

  Type:Billing 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 reach out to auto city to pay my car note and noticed unexplained charges in the amount of 50 per car note. I was told that it was for insurance because I did not have Auto City listed as the lien holder. My sales associate did not tell me anything about listing a lien holder. He said full coverage with 500 deductible. That is exactly what I got. Now I'm being charged 50 per car note for not having auto city listed as the lien holder. My sales associate viewed the declaration page and told me everything was good to go. That was the only way he let me drive off with the car was if I got acceptable insurance. Now I'm being charged by auto city for insurance. My sales associate Alex Romero was not helpful in resolving this issue. I spoke with Julian another sales associate who was extremely rude considering the fact I'm apparently upset because I'm being scammed. They are preying on people with credit issues. Nobody there knows anything. I asked to speak with management or corporate to no avail.

  Business Response

  Date: 11/10/2022

  Consumer Response /* (2000, 6, 2022/10/02) */ My issue has been resolved. No further assistance is required.

• Initial Complaint

  Date:09/15/2022

  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.

  Ok i purchased a 2011 gmc truck from auto city in Dallas its been in the shop and they told me i hit something when the ball joints gave out the wheel fell in while driving i said i didn't hit nothing this is a continuing thing they said they fixed the front end and wanted me to pay the bill so we got another contract for repairs they didn't fix both sides but i got emails from them saying their fixing both sides the truck was not checked out before putting it on the lot i have a vehicle with wiring issues transmission issues engine problems throttle problems all in 7 months time it has almost 160.000 miles they new it would not take long and some one one get stuck with paying a broke vehicle off they do not want to put me in a different vehicle they have done a 3 car customer wrong they need to take that vehicle back i will not rebuild a vehicle in the first year of ownership who would do that i am not happy with it. It should have not been for sale i even told them they should be ashamed to sell something without checking it out first their response is i am sorry you feel that way we can help you fix it you pay the price i would like resolution help please please help

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/09/15) */ Repairs are frustrating and never convenient but there should always be some expectation that they will be necessary at some point particularly when purchasing a truck with 147,000 miles on it. They can occur the same day your purchase or 5 years later, no one knows. The customer's vechicle came with a 30-day, 1,000 mile limited warranty. Yet a full four months after purchase we still made most of the repairs under warranty. Customer was charged approximately $500 for repairs that would not normally be covered by the warranty anyway. That amount was then financed for the customer who was able to pay it out over time. Today, the balance on that repair cost, was waived as a courtesy. Contrary to what the customer mentioned in their complaint, both sides of the suspension were fixed. We have also assisted this customer with deferring some payments so that he could secure alternate transportation. Customer's vehicle is at our service center now for an unrelated issue. Our support department is working with he and our service department to diagnosis the current situation as quickly as possible and provide any assistance we can. However, the situation is not anywhere near the level that would warrant a discussion about trading or a refund. Consumer Response /* (3000, 7, 2022/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just want the vehicle to be returned and we go our separate ways i do not want more troubles down the road theirs a lot wrong with it and i don't want the stress of breaking down Business Response /* (4000, 11, 2022/11/03) */ We are happy to accommodate the customer's request to return the vehicle, and will process the paperwork to do so. Customer is welcome to go by our offices at 908 S. Buckner Blvd, to sign a voluntary release form, from 9am to 6pm, Mon. - Friday.

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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 have attempted to resolve the issue with AutoCity USA and its wholesaler, Wheel Specialist Inc, about the defects in the wheels I recently purchased. I noticed approximately 1 week while washing the care several defects. I have sent several emails illustrating the defects and was told that they could not see anything. And AutoCity asked that I send the wheels back to them for 2 weeks. I said I would if they would provide a rental car for the 2 to 3-week time period. They wanted me to take my care somewhere and leave it up for 2 to 3 weeks while they evaluate the wheels. Wheel Specialists Inc is located at 701 South Perry LaneTempe, AZ XXXXX-XXXXOver the weekend, I washed the car and the wheels to remove any dust and contaminants. The pictures will show the defects and there are defects on all the wheels.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/09/08) */ I believe this customer has us mistaken for someone else. We don't operate in Georgia, and we don't have a customer with his name, address and phone and we don't do business with Wheel Specialists Inc in Tempe Arizona. We are Auto City Credit, in Dallas, TX. Not Auto City USA. THANK YOU. Consumer Response /* (2000, 7, 2022/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/06/2022

  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 the car on 7/29/22 because I had an out of town work assignment. There's no extra key or even a key fob but I thought no biggie I can get a FOB. The salesman said I would want to get a oil change/tune up at 100K miles but he did advise the car had been serviced by them already when I asked. However, after 1 week it was blaringly obvious the car wasn't serviced because it drank gas at an alarming rate especially while running the A/C. The same day after inspecting the car more I noticed it wasn't really cleaned and contacted the salesman. He did say I could bring in to get detailed but I didn't have time because of my schedule to travel. Fast forward a week the tires are starting to get low in pressure & tire pressure light comes on, the hubcap pops off to reveal a bent rim. I brought it to Discount tire to get checked & was advised the tires were incredibly low. The back driver tire had some internal damage and needed to be replaced @ danger of a blowout. Also, 2 long plastic strips dislodged under the front fender. The 2 plastic straps have a nail or thumbtack in the middle to hold them together? There's a hole in the center console that exposes the interior mechanic of the car. The passenger side headlight didn't work & I didn't discover until I drove the car at night. I really feel like someone turned the car in & they rigged it for a quick turnaround sale. I came to Auto City thinking it was the same business my friends supported 10 years ago but it's not. My last issue is the lack of transparency with billing. I asked several times for a statement of fees and charges but never received it. I had to ask because the online portal doesn't give a breakdown or itemization, which is a problem for me. I was later told verbally the amount on the portal was not correct. I feel like the business took advantage that I was a woman and sold me a vehicle that wasn't ready to be resold. It's definitely not worth the upcharge sales price or hassle.

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/09/06) */ Contact Name and Title: Keith ******** Contact Phone: XXXXXXXXXX Contact Email: *********@autocitycredit.com Our recent conversion to a new payment processing system has been completed and any errors to billing corrected and addressed with the customer on multiple occasions. Nonetheless, the customer has made only one payment since purchasing the vehicle and that payment was returned Insufficient funds. While we strongly disagree with the assumptions and accusations made by this customer, if there are legitimate repairs that need to be addressed, and they are covered by her 2-year/24,000 mile warranty, we are happy to do so at the customer's earliest convenience. Customer should email us at *******@autocitycredit.com for assistance with scheduling a service appointment. Auto City is one of the most well respected dealerships of our kind in Texas if not the entire United States. Our integrity is matched only by our desire to provide every customer with the best service possible, including this customer. Which is why, on August 26, 2022, when the customer opened a support ticket through our web portal we jumped into action to assist her in resolving her concerns. Unfortunately, half a dozen emails to her went unanswered, and the support ticket was closed on August 30, 2022. We established that department many years ago, to provide that extra layer of care. Consumer Response /* (3000, 7, 2022/09/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did respond to the emails from the service center advising them I would be in town this week to address the issues to be repaired. What do I drive in the meantime while car is repaired? Also, the billing error wasn't addressed with me several times. I requested a breakdown of my bill several time & never received an email containing the requested information.FDCPA states creditors are to provide requested billing information by customers/ consumers. I requested it in writing and never received it. And that's concerning. Business Response /* (4000, 9, 2022/09/13) */ I have confirmed that the email address used by our support department is the same email provided in this complaint and to date, none of the emails sent from the Support department have been responded too. Nonetheless, Concorde Auto has emailed a ledger card to the customer with a breakdown of payments made and monies due, also at this same email address. They also called the customer and left a message. Someone claiming they were the customer's husband, called back. He was told that he needed to have the customer call us as soon as possible. To date, there has not been one payment made on the account. The one payment that was made was returned by Customers bank, insufficient funds. Customer must call Concorde Auto Acceptance immediately at XXX-XXX-XXXX to avoid an escalation of collections.

• Initial Complaint

  Date:08/29/2022

  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 put $3,000 cash downpayment for a 2015 kia forte lx that cost 24,000 for 24 months. I pay biweekly $246 for insurance included of $50. My last car payment is of December 2023. Ive had insurance since the beginning of receiving my car in August of 2020. My certificate is a year in advance when they gave me insurance of 8/22/2021 - 8/22/2022. Ive been overcharged on late fees of $80 when my contract stated $30. I received my car with tinted windows that "pass" the state inspection as shown on my registration but it was over the limit of the acceptance. Never had any repairs done to my car as well stated through the insurance however i been told i have to match their insurance with my own.

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/08/30) */ At some point, Customer switched insurance companies and did not provide our insurance department with documentation of her new insurance company. Since collateral protection insurance is required at all times, standard procedure is for our CPI coverage to kick in. When this happens, per the insurance agreement and installment contract, customer is responsible for those premiums of $50 bi-weekly. The customer was informed of this by our insurance department on 8/20/2022. Customer let us know about the change said that she'll work on getting us documentation of her new policy. If customer can prove that she had other coverage and that coverage meets our minimum requirements, we are happy to reimburse customer for any overlapping payments she has made on our CPI along with any late fees. Until then, our CPI coverage must remain in effect. As of this date, we are still waiting for the documents to be provided. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I send all my documents for my insurance recently but I've never received a call back from the insurance department just received the first renewed insurance through Auto City. Also never received any reimbursed payments that was stated in my contract that was $30 but yet Ive been charged $80 on multiple occasions and never yet received a call back or never been brough up by any previous calls. Business Response /* (4000, 9, 2022/09/08) */ Apologies for the delay, a credit has been issued for the overpayment on insurance. Please let us know if you need anything else by emailing us at [email protected] .

• Initial Complaint

  Date:07/31/2022

  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 vehicle February 2022. The vehicle started running hot the day after purchase has been in the shop more than 3 times in the five months of me having the car. I recently took my vehicle to a Chrysler dealership to have a certified mechanic with Chrysler look at the vehicle and was told unfortunately my car has had major damage which was not disclosed at the time of purchase. It has major alignment issue. The engine was repaired and the parts poorly GLUED together. This whole car experience with auto city has been a paid and headache. I was sold a lemon and nobody has really done anything about it, and the service people knew this car was bad when they sold it, they refused to put me in a new vehicle.

  Business Response

  Date: 08/22/2022

  Business Response /* (1000, 5, 2022/08/03) */ Contact Name and Title: ***** ******** Contact Phone: XXXXXXXXXX Contact Email: *********@autocitycredit.com COMPANY RESPONSE BBB Complaintant: ****** ***** The customer reported to a manager that her vehicle was overheating on February 18, 2022. The manager informed her that if she continued to drive it, she could risk destroying the engine and he gave her the number to our service department. Instead of contacting the service center, the customer continued to drive it for another 3 weeks. Finally when the vehicle would no longer turn over, customer contacted us to have the vehicle towed. At our expense, vehicle was towed to our service center on March 14, 2022, where it was diagnosed and repaired at no expense to the customer under the 12 month/12,000 mile limited warranty that came with the vehicle. In fact, the $100 deductible was waived as well. On March 18, 2022, the customer was informed that we were waiting on parts to arrive to complete the repair, Valve Cover Gaskets. The Customer showed up at the service center and demanded that her vehicle be returned to her immediately. Arrangements were made for her to bring the vehicle back once the Valve Gaskets arrived. Those parts arrived on 3/21/22. Customer was contacted and arrangements were made for the customer to return to service on Wednesday, March 23. That appointment was not kept. The customer continued to drive the vehicle with no issues until May 5th, when she opened a ticket with our customer support department. At the time the account was past due $508 and the collections department had been trying to reach her. Customer indicated in her support ticket that her battery light was on and that not all the parts were installed from the previous visit, and she was unable to reach service to schedule that followup visit. However, as stated above, an appointment was made to install the part but the customer did not show and did not call to reschedule. Nonetheless, the support department worked as liaison between the service department and the customer to help resolve not only the service issues, but the past due account as well. The support department made arrangements for the vehicle to be dropped off at our service center and authorized a one-time courtesy of deferring one of the two past due payments for the customer. The service department could not duplicate the issue with the battery light, but in an abundance of caution, cleaned and tightened the battery terminals on the vehicle, and installed the valve cover gasket that had been ordered for the last time it was in service. This service was also done at no charge to the customer and the deductible was again waived and a payment was deferred. It was also noted that between the first and second service appointments (approximately 2 months), the vehicle was driven 4,557 miles. Regrettably, the same day the customer picked up her vehicle the battery light came on again. We immediately got it back into service and replaced the alternator and kept it several days to conduct multiple test drives to make sure there were no more issues. The vehicle was returned to the customer 3 days later when she went on a test drive with the service manager to make sure she was satisfied with the repairs. Two months pasted. The customer moved to Houston and the account continue to fall behind. Between May 12 and July 15, 2022, numerous attempts were made to contact customer for payment, during which time the customer made one payment of $150. The customer made a promise to bring the account current by July 15th, at which time she would be $941.40 past due. On July 12th, the customer contacted the support department again saying her check engine light was back on. She stated that she took it to an "auto store" to "run the diagnostic machine" and she submitted a photo of what she says is that report. Unfortunately, the report she sent had no mechanics name on it, and did not show any of the vehicle information (see attached). While there was some question as to the report's authenticity, it was irrelevant since we would have to perform our own diagnosis anyway. When customer referred to the test in a later email, she said, "As i PREVIOUSLY stated I took my car to auto zone where they plugged the vehicle up to the diagnostic machine and gave me a paper with the reading." In her BBB complaint, she says she took it to a dealership, and that they indicated "my car has had major damage which was not disclosed at the time of purchase. It has major alignment issue." That is a completely untrue, as the attached CarFax report will show. Nonetheless, when the customer informed us that the vehicle was having issues, we offered to send someone to Houston to pick up her vehicle, bring it to our service center here in Dallas for repairs, and we would even bring the vehicle back to her in Houston. We also reminded the customer that she must keep her account in good standing regardless of her service needs. When all obstacles to have the vehicle repaired were removed, for some reason, the situation changed completely and the urgency went away.. in an email she said, " I'm sure you guys are just as frustrated as I am. And trust that I am not trying to be a pain in the ****. I would hate for you guys to have to pay additional fees just to come pick it up from out here. It seems to be ok as long as I keep it under the half mark." The support department told her that was fine and to reach out when she was ready to schedule a service appointment. The support department never heard back from the customer again. The customer did not make the promised payment on July 15th. She did not reach out to the finance company to make other arrangements and she did not reach out to our support department to have the vehicle brought in for service. Attempts by the Finance company to reach her were unsuccessful. So, regrettably, the vehicle was repossessed on July 31st. As for the customers comment that she "continuously called all day they declined to provide me with the information I needed to get my personal items out of the vehicle," is simply not true. The customer was able to retrieve her belongs within 24 hours of the vehicle being repossessed. Between May 12 and July 31st, the customer paid only $150 for a vehicle she was driving the entire time. The mileage on the vehicle when it was picked up was 113,209. So between the time she picked up her vehicle on May 27th, and when it was repossessed, it was driven another 4,533 miles. So from the day she purchased it in February, thru July 31st, when she was supposedly having all these problems, she still managed to drive the vehicle a little over 9,000 miles in 5 1/2 months. In closing, we understand the impact a repossession can have on the lives of our customers which is why it is always done as a last resort. Regardless of whatever doubts may have existed, we took the customer at her word and never backed away from our responsibilities. We covered 100% of the repairs. We offered a loan car but the customer did not have a driver's license. We deferred payments. We even offered to drive 3 hours to pick up her vehicle, repair it, and drive it 3 hours back to her. We are confident that we did all we possibly could to work with this customer, therefore, a refund is not an option we can provide.