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:07/26/2024

  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 am writing to request a refund for my ************** I purchased the ************* from your dealership but it was never canceled as requested. After completing the cancellation form, I was informed that the refund would be processed within 6-8 weeks. However, upon following up, the dealership is now refusing to issue the refund and is providing various excuses.Due to this unresolved issue, I will be filing a complaint with the state of Texas.

  Business Response

  Date: 08/21/2024

  Hello ********, the way GAP refunds are handled in ***** is regulated by the Department of Insurance - it is not up to us as a dealer how to handle GAP cancellations. Our team followed all correct protocol and have attached the documentation that shows we do not owe any money. Hope you have a great rest of your day. 

• Initial Complaint

  Date:07/19/2024

  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 took my car to the Avondale *********************** center for repairs. They repaired the damage to the vehicle and were paid by my insurance company and I paid my deductible balance. In the process of repairs they broke the right passenger side seat and refused to pay. Gave a lame excuse about particles on seat track caused cable to break. The manager **** is unethical and the service assistant ****** is unethical as well. **** told me he would discount the part and labor. When you take your car in for repairs you don't expect to be scammed.

  Business Response

  Date: 07/29/2024

  ****************, thank you for bringing your concerns to our attention. We inspected your passenger front seat and found the seat track cable had snapped due to debris in the tracks. This issue arose independently of the repairs we made to the driver door. To assist, we offered to replace the part at a discounted rate and waived the labor charges. Were sorry this solution did not meet your expectations. If you have further questions or need additional assistance, please contact us by emailing us at **************************** We value your business and hope to serve you better in the future.

• Initial Complaint

  Date:03/27/2024

  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.

  Around March 14, **************************************************************** my Air Suspension on the back drivers side. 3/15/24 Rep ****** called and said they can see all new parts on the rear airbags. Now the Air Valve needed to be replaced and the compressor raises slow. I explained to **** the car has not been driven and has been parked since July 2023, we periodically have items repaired. I told ****** to repair the Air Valve. After the Air Valve was replaced ****** then called and said it's a tear in the airbag on the drivers back side. I went to the dealership and my husband, ****** and myself discussed everything on a conference call. My husband expressed that fact we brought the car to be diagnosed, not have the Service Rep guess or use process of elimination and mentioned ******** has a diagnostic system that can pin point the issue. 3/19/24 I asked **** for photos of the new part they put on my car and I asked them look under the car to see what could be tearing the airbags on just drivers back side, because was the second ripped airbag. ****** sent pictures but they couldn't see what could be causing the tears in the airbags. 3/21/24, I told ************** would pay for the Air Valve and I would pick up my car Saturday or Monday. ****** said the car my be dangerous to drive, so I might want to fix the Airbag or tow it. 3/25/24 at 5:35, I arrived at the dealership and couldn't get my car, because the ****************** didn't release it from the system. I left the loaner car at the dealership and they paid for me a Uber to ******. 3/26/2024, I explained to **** if a service rep doesn't drive my car to my daughter's house, they should have it towed, because I came to pay for the service rendered and pick up my car, but it was not available to me. I told ********** drove the car there at my own risk, so I had no problem driving to daughter's house. I also, explained to ********** left ****** this morning for work and I am only home back 2-3 days a month.

  Business Response

  Date: 04/22/2024

  The team at Avondale Dealerships has reviewed this complaint by ********************. We take her complaint seriously and understand the frustration she surely felt. Our management team connected with her and her case has been handled to the customer's satisfaction. If she needs further assistance with anything she can reach out to ******************************************

  Customer Answer

  Date: 04/22/2024

  Complaint: 21490755 rejecting this response 

  Because: I drove my car for over 90 miles almost two hours to Grapevine ******** ***** When I picked up my car Saturday it was in Worse shape then when I brought it in. This would explain why the service rep **** asked me 4x if I wanted them to make additional repairs. 

  I knew there was a air leak in the system. But, it is obvious that Grapevine ******** Benz service technician were NOT able to find the leak and instead they took my car apart at did not put it back together correctly.

  When I drove my car it only leaned on the back passenger side when it was parked for about 15 minutes, but it lifted completely when I pressed on the gas and it stayed lifted while I was driving. Now, my whole left side of the car is leaning and it is not lifting at all.

  I am a Federal Agent on contract with Immigration and I have the use of a personal company car at the locations I travel to. So, I  have gotten repairs done to my car for the year I have been on assignment. In October, 2023 I had a new air compressor and rear Air Bags Suspension replaced. And the car has not been driven for more than 12 days since July 2023 until to date. So, the car has not been driven enough to have caused damages to the new parts replaced in October 2023. 

  
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/23/2024

  Hello, we have done everything that we can for this situation, taking all concerns very seriously, and consider this a closed case.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband bought me a used car from this dealership . Shortly after bringing it home , many electrical features were not working properly ( including : all rear outlets power went out , keyless entry didnt work at all , media system completely down , park assist cameras and sensors not working . I believe they sold us a faulty car, and now they are telling me its going to be almost ***** to fix this issue . They are trying to put blame on us, stating that they found a coffee cup in the middle console , and coffee residue down in the outlets . the coffee cup they are referring to is the EMPTY cup my husband drank on the way to the dealership and finished the coffee in route . No spills! They have not even offered me a loaner car either . I have 2 kids and no means to take them anywhere now. Completely unfair to have them blame us for spilled coffee. The liquid was obviously already down in there when it was sold to us .

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased a car that I have been trying to purchase since 7/27/23. My loan through ******** was approved. I still do not have any paperwork or payment due date. My good credit is being ruined since I show delinquent. I email them and call them and cant reach anyone. This has been a terrible experience. All Im trying to do is buy the **** car! They are incompetent. Please help me.

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction - 6th Sept 2023 Amount of money yo paid to Biz - $748 Biz committed to provide you - Split Nature of dispute - Fraud. Nail was found in RR tire. Biz tried to resolve the problem - No, *** tried to put it on me even after checking the pre-check-in logs and pics(No nail found on RR tire). Had to explain them with all evidences and made it very clear it happened in their premises. But they still didn't accept and replace the tire. Instead started negotiating to split the charges for the damage happened in their premises.Tracking Number - #******

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 29, 2021 I place with *********************, ******** ***** (salesperson *******************) custom order for ******** ********* I paid $2,000 deposit.On beginning of April 2023 ************** informed me that the car arrived. On April 7th my wife and I visited the dealership. ************** informed ** that the car is ready for pick up. We decided to check the car first. Upon brief inspection we noticed missing options (from premium packages we ordered). 1. There was no automatic side door. 2. There was no power adjustable front seats. The first option was the most important for us due to fact to having disabled daughter, that needs assistance. The installed seats were definitely downgraded version of seats, that we have on other own ********* We decided not to purchase the car being afraid that there may be more installed component that are missing or lower quality. We informed ************* about situation. According to the manufacturer spec sheet and his check list all options were installed. Both documents were wrong. We asked in dealership can fix it and replace the missing option. ************* responded that it is not possible and advised ** to find aftermarket parts and find mechanic to install it (which probably would void warranty on the car). He gave ** option to place another order and wait a year or more. We were very disappointed and decided not to purchase the car. On April 7th I sent email to ************* asking for refund on deposit. I sent another emails on April 10, 18, 21, 25, May 8, 10. ************* constantly had excuses, did not respond, or just was not telling the truth. For example on April 28th he wrote that "Principal issued refund", then on May 8 he wrote that "he sent request for refund to manager". I believe that ************** purposely delays refund as a form of humiliation and retaliation against us as customers for not purchasing the car and to cover his error to failing correctly inspect the vehicle. We demand immediate issue of refund of $2,000.00.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially test drove the * 580 on Thursday March 28th. I advised ****** of my concerns regarding the check engine light at the time. He advised me that they will get that resolved prior to picking up the car. On March 31st I picked up the vehicle and asked ****** about the fault code. He stated it may have been a battery issue due to the fact that the car has been sitting for awhile . ****** provided me with red carpet service and was sensational with the delivery process.On April 7th the check engine light came on . I brought the vehicle in and my service advisor ***** gave me a loaner car. That evening she explained that they could not find a fault code and to bring it in if it happens again. Once again April 8 th the check engine light came back on. I notified Dien via text and she advised to bring the car back on Monday April 10th. My car was there from the 10th to April 14th. **** advised me that the service technician could not replicate the issue and to pick up the car. *he advised again if it happens again come straight to service. On todays date April 26th. I brought the vehicle for the same issue. **** advised me that the vehicle has a software glitch and that the technicians in ******* have to give instructions on how to resolve the issue. *he further stated that my vehicle will be with the dealership for an unpredicted amount of time awaiting newer software. I really appreciate her superior customer service and support . *he is an asset to the Avondale dealership and she is very transparent .However I am frustrated with my new car ownership and experience so far. My car has been out of service due to a manufacturer defect regarding a software issue/update. This is my 3rd time attempting to resolve the same issue with service and once when I test drove the vehicle. Im about to make a car payment for a vehicle that I have had less than 30 days and that I have not been able to enjoy.

• Initial Complaint

  Date:04/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/18/2023 I purchased a 2017 bmx x1 under ***** miles. *** told that this was a good liable car. Everything went smooth until 3/27/23 . I press the lock and unlock button to open car door and the lock fell in. So I took car to dealership. I spoke with sales manager. He advised me to take car to *** they will pay. Car was repaired *** did inspection came back . The motor mount has a Crack which is leaking . The repair will cost $1661 . *** stated cars are checked so ******** knew this car had a engine problem and sold it to me. That is bad business. By this being a big name like ******** I thought I could trust this company. I've had this car under 60days . I shouldn't be held responsible for a problem that I didn't cause. I feel like I've been scammed by one of the biggest dealerships in the world. This company not returning my phone calls being very unprofessional but when purchasing vehicle they are so kind and ready to help til you sign on dotted line

• Initial Complaint

  Date:12/12/2022

  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 went to take my vehicle in for service last month for recall work I was advised that my two front tires are completely bald which is completely surprising since this is a two year old vehicle with less than ****** miles on it I was quoted to pay 583 for new tires. I have taken my vehicle in for all of my routine maintenance services and was never told my tires were going bald. I am not holding Grapevine responsible for that since this is the first time visiting this location however, why would you have a staff member quote me to pay that amount and at no point advised me that I have a wheel tire package when I called corporate they advise me I did have that package, and that they shouldve covered the replacement so now Ive spent a month going back-and-forth with corporate in different ******** location since Im afraid to go back to this location after feeling like I was being ripped off or not having things properly explain to me I did make a corporate complaint with ******** **** number ************** and have filed a different complaint to ********-**** corporate with bbb please make this right and replace the tires under warranty with no cost and train service advisers to let clients know all options and have better communication