Complaints

This profile includes complaints for DeMontrond Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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DeMontrond Automotive Group, Inc. has 5 locations, listed below.

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  DeMontrond Automotive Group, Inc.

  17925 North Fwy Houston, TX 77090-4909

  
• 

  DeMontrond Automotive Group, Inc.

  303 Ark Dr Conroe, TX 77304

  
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  DeMontrond Automotive Group, Inc.

  3260 Gulf Fwy, Ste B Texas City, TX 77591

  
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  DeMontrond Automotive Group, Inc.

  14101 North Fwy Houston, TX 77090-6919

  
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  DeMontrond Automotive Group, Inc.

  12600 Kuykendahl Rd Ste A Houston, TX 77090-6906

  

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:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An employee/the person who sold us the car told us to bring our vehicle into ********** **** for repair, despite our warranty saying to bring it into demontrond. We have now been out of a vehicle since 3/17, will have to pay $200 for a diagnosis and have to pay for a tow truck to bring our vehicle 88 miles. Had we been given correct information we would have brought it to the correct place to begin with.

  Business Response

  Date: 04/07/2025

  Talked with ******* ******* and we are getting the vehicle towed to our **** Shop for repairs.  

• Initial Complaint

  Date:03/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted this dealer about a used vehicle they had for sale I told them an out the door price i had a trade in and significant cash down. on top of them offering 20k dollars for a 32k dollar truck. they gave me an out the door price i was okay with so we agreed and i went to the bank on a Tuesday and got the deal worked up. i told them i would have a check wrote within ten minutes then we proceeded. the dealer back tracked and said they would on take a wire transfer. after that it took till Friday with barely any response from the dealer. then my sales lady got an attitude upon my repeated attempts to finish this deal saying she has customers. i drove six and a half hours to this dealership truck was not 100 % what i was told. they also told me i had no choice but to pay texas taxes and fees even though i am from out of state after arguing back and forth they finally got my taxes from my state. then sent me a new buyers order for more than we agreed to and wrote a check for. well the taxes were incorrect. so i bought the truck and drove home. they did not have the title but i was told the check and all my information had been sent. a month goes by and no paperwork or check. i called and was told they just got the title and said it was sent. i said okay. well 2 months in no check or paperwork. so i drove the six and a half hours back down to the dealer and nothing had been done and was told there was nothing they could do because my tax collector had not responded to there third party titling company but i had an email that stated other wise after 4 hours at the dealer we had come to an agreement so i left. i called there title company and nothing the dealer said matches what they said. i got the title paper work 2 and a half months in and i finally have the tag but i am still owed the remainder of the taxes which i was told was sent before leaving the dealer almost 4 months in I've called at least a hundred times and they are still processing my return check

  Business Response

  Date: 04/07/2025

  The refund check was delivered to customer on 3/27/2025. Attached is a copy of the check and the delivery notice. Please reach out to me personally at ************ if you need anything. 

  Thanks, 

  *** ******* - General Manager

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer misrepresented or gave conflicting information on the vehicle and our interactions at all steps of the sales process. - Said the vehicle was already tinted when it was not - Said the vehicle was long range when it was not - Said the vehicle was Lariat trim when it was not - Said they would call me back on Tuesday 1/14 and did not - Said they would return my charging adapter which I purchased and paid for *** return pickup and did not I also have an audio recording of the dealer admitting these misrepresentations as well but deflecting to the window sticker being their only liability.

  Business Response

  Date: 02/05/2025

  Mr. ******* did not purchase a vehicle from DeMontrond GMC. Customer found vehicle online and called and put a nonrefundable deposit on vehicle. Signed agreement attached.   We held vehicle for five days and customer decided not to purchase vehicle. Since then, Mr. ******* has disputed his charge with the credit card company. We did receive the charge adapter that he had shipped to us. I will make sure this gets shipped back to customer. Please contact me directly if you have any additional. *** ******* ************

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Their response does not address any of the misrepresentations of the vehicle, nor have they returned my personal property which they've held for a month at this point. I would not have put down the deposit if they had correctly represented the vehicle. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/12/2025

  attached is the fed-ex receipt and tracking number for the charger he had shipped here. I cannot refund the money; customer disputed the charge with credit card company. Until the dispute is resolved we do not have the funds. I attached the non-refundable deposit form the customer signed. please reach out if you have any questions. *** ******* ************

• Initial Complaint

  Date:12/14/2024

  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.

  We purchased a car on November 9th, 2024 from DeMontrond with an extended warranty. Within two business days of the sale, we attempted to reach the dealership finance department to cancel the warranty, which was within our contractual rights of 60 days, and after being informed at the time of the sale that it would be a quick process. My wife and I have reached out multiple times in person and over the phone only to get the run around or no calls back from the DeMontrond finance team. After countless attempts to reach the finance rep who ran the sale, he finally responded by email on our cancellation request two weeks after vehicle purchase. We promptly sent our signed form and odometer reading same day, and were informed cancellation would take 6 to 8 weeks - which would push us out of our 60 day cancellation period. We escalated this to the DeMontrond Chevrolet general manager, who then told us cancellations may take 90 days. This is completely unacceptable, as our written contract states nothing about these completely preventable and dealership imposed delays. We have repeatedly tried to escalate this matter to someone at DeMontrond of this fraudulent practice and ensure our warranty cancellation is submitted in a timely manner ASAP. There is nothing prohibiting the DeMontrond team from notifying the warranty company with required and signed paperwork that was submitted over three weeks ago.

  Business Response

  Date: 12/16/2024

  Good morning,

  We are working with the client and our cancellations department with the extended service contract company to expedite the cancellation of the client's product. No fraudulent representation of any product or service has been made, and the client's full amount of the service contract will be refunded because it was requested within the 60-day time window.

  Thank you.

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]

  I am willing to drop the complaint once the refund has been processed in its entirety and communicated to the lienholder. As it stands, this is the only communication channel in which DeMontrond has taken ownership of the issue, and I do not wish to resolve this case until the promise of a full refund (for the warranty cancellation) is fulfilled. 

  Regards,
  

  ****** ****

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  This letter is to inform you that DeMontrond Automotive Group, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/14/2024 and assigned ID ********.
  
  Regards,

   

  Afternoon,
  The issue was resolved as-of last week on Jan 2nd, so the compliant can now be closed.
  Thanks
  

  
  

  
  

• Initial Complaint

  Date:11/04/2024

  Type:Order 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 October 26th I went here to turn in my lease that was due by 10/31. The manager **** talked me into selling it to them instead, and the used car manager said they would give me $17,400 for it and I owe $16,300. He gave me documents to sign they were blank he said because he needed to fill them out later and email me copies that day then a check by next Tuesday. I trusted him and gave him my keys and left. No emails. No calls. I started calling Tuesday when I received nothing. He finally called me back and said give him til Wednesday at noon. No call. No email with copies of that I signed. Everyday since I called my husband called we left messages and I emailed at least 4 times. Since Oct 30, we have had zero contact from anyone at this business. I am so confused as to what he actually did with my car, and my signature.

  Business Response

  Date: 11/30/2024

  I spoke with *** *****,  the individual who had made the complaint.  We had difficulty receiving the title and lien information to the vehicle that *** sold to Demontrond.  We have resolved the titling issue and fedexed *** the check for the balance owed to her.  She is satisfied with the check being fedexed and receiving it Tuesday the 4th of December.  

• Initial Complaint

  Date:10/03/2024

  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 am writing to express our disappointment regarding the status of the $4,000 check payment for the sale of our 2015 GMC Terrain SLT, which was completed on August 31, 2024. It has now been over a month since that transaction, and we have yet to receive the payment. We have confirmed with the DMV that the title was sent to the dealership on September 18, so we are unsure of the delay. This process has been quite stressful, and we have had minimal communication from Demontrond Kia, which has only added to our frustration. We also see that the vehicle is no longer posted on the website for sale when it was a few weeks ago. This seems to indicate that the title has been received and the vehicle has been sold by the dealership. We kindly request an update on the status of our payment. Thank you for your attention to this matter, and we look forward to your prompt response.

  Business Response

  Date: 10/09/2024

  I apologize for the delay.

  I confirmed that the customer has received her check.

• Initial Complaint

  Date:09/16/2024

  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.

  Bought a Jeep Grand Cherokee from this DeMontrond Chrysler Dodge Jeep Ram VIN : ***************** Paper plate - ******* 3,000 plus trade in value of 6,000 was our down payment Full cost : 59240.40 After buying the jeep, the dealership did not ensure we were approved by the credit union. Now our loan is pending, and we cannot get our metal plates. We bought the Car on July 20th 2024. Now our plates go out in 2 days, and we are liable to get pulled over four expired paper plates. We have contacted the company and tried to resolve this but the salesman Alexis ******* will not respond to us, and the managers just tell us, "we will get back to you". We haven't been able to make a payment, and even contacted the credit union who said we do not owe because they haven't gotten what they need for the dealership, and they said it was not our fault on our end.

  Business Response

  Date: 09/23/2024

  To whom it may concern, 

  Reached out to Jenna ******** and let her know that her deal had been funded by bank. I thanked her for her patience and let her know that DeMontrond  went ahead and paid first payment of $676.95. Mrs. ******** assured me that she everything is good.  Will call them directly when platesget in.  

  Thank you,

  Gerald

   

  Customer Answer

  Date: 09/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  Also would like to say, they got to it as soon as they were contacted by this bureau. THANK YOU BOTH FOR DOING YOUR JOB :) have a great week!! 
  
  
  
   
  

• Initial Complaint

  Date:06/26/2024

  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.

  We purchased a 2014 Volkswagen Touareg from DeMontrond Kia on 04/15/24. We completed this purchase remotely from Florida with their location in Houston Texas. DeMontrond Kia assured us that this sale would not be an issue and that they were able to complete the deal remotely. We expected a Florida license plate to arrive prior to our temporary tag expiring on 06/15/24. On 06/17/24 I emailed Eric Kaley (finance manager) to ask about our plate. He was unresponsive until I emailed again on 06/19/24. He then instructed us to call the Florida DMV which we had already done. He has not returned any correspondence since that day. I have called and emailed multiple times. On 06/24 I called and left a message with their Title and Registration coordinator. That call has not been returned. It is becoming clear that DeMontrond Kia did not file the Florida registration for our car and does not intend to even though it was paid for as part of our sale.

  Business Response

  Date: 07/24/2024

  Thanks to the customer's assistance, the required Florida VIN inspection has been completed. Vehicle registration has been submitted to Florida and is being monitored on a daily basis.

• Initial Complaint

  Date:06/10/2024

  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've purchased a brand new 2022 GMC Serria from this dealership. I was told upon purchase that the service department is great and I would have nothing to worry about when it comes to repairs. I was even told that if my vehicle had to remain at the dealership for repairs that I would be given a loaner car. The first repair I needed done was a new tire. When I picked my vehicle up I learned that they never changed the tire and my vehicle was there since 7am that morning. I recently took my truck to get look at because the airbag light is on. I picked up two Saturday morning to discover the truck has not been fixed at all. The only thing I would like done is if my vehicle needs to stay for a day or longer I would like a loaner and for my truck to be fixed when they say it is.

  Business Response

  Date: 06/13/2024

  Vehicle is being repaired at this time and a loaner was provided.  Customers issue has been resolved.  MR

• Initial Complaint

  Date:04/30/2024

  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.

  My vehicle was towed here December 2023, after being involved in a hit and run. My insurance paid for all repairs and after 2 months the vehicle was returned as all repairs being completed and vehicle in safe and drivable conditions. As days went by different issues started to arise and vehicle was returned 2 1/2 weeks later because it was unsafe to drive. At this time a loaner was offered but only accommodated 5 people when my vehicle was a 7 passenger vehicle. However it’s been 2 months now and no one has called to give any updates only updates that have been provided have been on two different instances where I have been the one to call to follow up with the status of my vehicle. Now I am told that my vehicle needs reprogramming and there’s no estimated time of vehicle being completed. And that the loaner is a courtesy at this moment. So my insurance paid for the vehicle to be repaired correctly no loaner was requested the first time and their collision employees dropped the ball with not repairing a vehicle correctly and it’s the customers fault.

  Business Response

  Date: 06/14/2024

  Regarding customer Michelle ******, the body shop concerns from 04/30/2024 have been reviewed and addressed with the customer. On 04/25/24, in order to expedite repair, customer’s vehicle was taken from our VW Houston location to our VW Conroe location for diagnosis and repair. Customer was offered a loaner while vehicle was in for repair. Found items needed for repair to be covered by customers insurance. The repair order 370543 was closed out on 05-16-24 with repairs being completed. Customer was reached after this repair to verify that repairs were completed.
  Best regards,

  
  Mike ******
  Fixed operations platform manager
  DeMontrond Auto Group
  ************