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:07/27/2024

  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.

  I bought a car from the Americas Auto Financial company out of Houston Texas. As they were helpful through the buying process. They are your friends until they get the money. However the auto transport they selected to ship ($250.00) I was told I could use a credit card upon arrival. The driver was able to speak enough English to tell me “cash only”. The vehicle has a 8inch scratch, has paint chips everywhere a fog light cracked and the windshield has 3 chips in it. He chipped up the car pretty bad during his transport. The driver dropped off my car we could not communicate about what happened due to a language barrier. He shrugged me off as he couldn’t explain to me anything of what happened. Also, the spare key I paid $250.00 for was only programmed to open the doors and start the car. They promised it would be programmed to work just as the original key for the trunk windows etc: I proceeded to contact the dealership for 30 days now. No call back. No email returns. I have 6 phone numbers and nobody will answer me.. No communication whatsoever. They responded to my text for my title that was never sent and they would not acknowledge anything else. I finally received a text back that the title was mailed certified. And ignored anything else I texted or sent via email about this situation. I would like other people to know so it doesn’t happen to them: honestly, it’s a terrible situation and I feel that the dealership should be held accountable for the damage to my car. I feel it’s unfair for me to file an insurance claim with my personal insurance to fix an issue I had nothing to do with. The transport driver had zero information to share for an insurance claim. Also, the trunk button doesn’t work and the service light is now on as of 4 days ago.

  Business Response

  Date: 08/12/2024

  Sorry for the delay in response as I was out of the country and just came back. In reference to Denelle ******, the customer came to our location, inspected & test drove the vehicle and asked to ship it to her location and to program a second key for the vehicle. We did contact a locksmith & issued the extra key then shipped the vehicle. We use central dispatch to ship vehicles and all transporters are insured & bonded to cover any damages during the transportation process. If the damages were caused by the transporter then she can submit a claim. if she claims the damages are our responsibility then she was told to bring the vehicle so we can check it & address her concerns. We will reach out to the customer to discuss options.

  Customer Answer

  Date: 08/19/2024

  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.  
  
  I have waited for a phone call/text message or an email as the business stated they would do. I haven’t received any info as of yet.  I need I orange information so I can process an insurance claim for the damage the driver did to my vehicle on the day of delivery.  We are now in the month of August. This happened in June. 
  
  
  Regards,
  
  
   
  

  Business Response

  Date: 08/19/2024

  WE APOLOGISE FOR THE INCONVENIENCE, HOWEVER, WE CAN NOT BE HELD LIABLE FOR DAMAGES CAUSED BY 3RD PARTY (TRANSPORTATION) HOWEVER, WE ARE WELLING TO CHECK THE VEHICLE & PERFORM TOUCHUP TO THE PAINT AT NO COST. WE CAN ALSO DO SAND & BUFF FOR THE WHOLE VEHICLE. JUST LET US KNOW WHEN WILL YOU BE ABLE TO BRING THE VEHICLE SO WE CAN DO THE NEEDED. WE APOLOGZE FOR THE MISSCOMMUNICATION. 

• Initial Complaint

  Date:07/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jeep Wrangler 6/26/24 from America's Auto Financial. They fraudulently advertised this vehicle with multiple issues as pristine condition with no issues. My dad, Billy ******, picked the Jeep up Friday, 6/28/24. The next day, Sat 6/29/24, my mom turned the ignition on and the engine light came on. She immediately drove it back to the dealership and told them what happened to the vehicle in less than 24hours after purchase. After having her wait for 4 hours, the service manager took the Jeep to the shop, kept it for 1.5 hours and handed my mom the key and told her he fixed the problem and reset the code and the jeep should be fine. He said the gas cap was lose and once he tightened it and reset the code it shouldn't come back on. If it does, bring it back. My mom I asked for a service report and they refused and said they didn't have one. My mom left the Jeep at the dealership because she was not driving a vehicle not properly serviced. On Monday, 7/1/24 my dad went to pick up the Jeep. The General Manager Kal told him there was nothing wrong with the Jeep and if it were they would take care of it. He also told my dad, Billy ****** and me that no codes were reset in the vehicle. So my dad started to drive the vehicle home and the engine light came back one. He turned around and went back to the dealership for help and no one came. They had him sitting in the lobby and just ignored him for hours until he got up and left. They rest the codes on the vehicle before we purchased it and the next day when my mom brought it back and lied about the CARFAX report, the car history, and knowingly deleted problem codes from the Jeeps dash to defraud consumers.

  Business Response

  Date: 07/15/2024

  
  Dear BBB,
  In reference of case #21936129 – America’s Auto Financial
  Customer Information: ******, ***** 
  We, America’s Auto Financial, understand that we cannot please all customers no matter what we offer. As per our company policy, we strive to provide excellent service and great customer satisfaction.
  In the case of (******, *****) , we understand the customer was not happy with the vehicle because when her parents took the vehicle, they got a check engine light one day later. We told them we can check & help with the issue so they brought the vehicle. Upon inspection the vehicle gas cap was loose so we tightened it & confirmed no codes pending. The customer’s parents then refused to take the vehicle without a service report which we explained we don’t have a service department & we are helping them regardless of the fact that the vehicle was sold as. All used cars in the state of Texas are sold AS IS NO WARRANTY. The customer then left the vehicle in our parking lot, threw the key on the table & left. The key & the vehicle were in the same place when they came the next day to pick it up after the bank (USAA) told them the sale was final.  
    Please note that America’s Auto Financial sold the vehicle “as is” no warranty and we are not responsible for any repair or labor. The signed documents indicate No Returns & No Refunds and the customer was aware of that.
  We, America’s Auto Financial, apologize for the inconvenience and . We attempted to contact the customer few times with no luck, but we’ll try again reaching out. 
  
  Respectfully,
  
  

• Initial Complaint

  Date:05/15/2024

  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 was approved for a 2014 BMW X6 sign contract and they told me and my husband that it will be delivered to home within 2 days. They kept telling me it was coming every day I was calling them. Then they stop responding to my call and stated to me confirming that I was denied by the bank. Then to tell me my down payment was not refundable. Why take my money at first. They knew all that time I was denied. That was a fraud move they pull one me and my family. That was my last little money I had at the time. They took advantage of me and I needed that vehicle to get back in forward to work.

  Business Response

  Date: 05/20/2024

  We are writing to you in response for complaint #******** "Bianca ******". Please be advised that the mentioned customer called our dealership with interest in our 2014 BMW X6. She was instructed to submit a finance application on our website & based on the information entered the customer was granted an approval pending provision of the supporting documents. She then requested that we hold the vehicle until they come from Louisiana to check it out. About a week later Bianca came with her husband, they test drove the vehicle & put a non-refundable deposit of $2000. She was told then that we will ship the vehicle after the finance company approves the stipulations & the documents requested. However, the finance company informed us the next day that the customer didn't disclose the correct length of employment at her current job, and the approval was canceled. We then tried to get her another approval but it was really difficult based on the credit history & the fact that she has been employed at the current job for less than 6 month while she claimed over 1 year.
  
  The customer was told to secure her own finance & we will still hold the vehicle & ship it to Louisiana free of charge, but she refused. We also informed her that she will have a store credit to apply to any other vehicle at anytime but she declined.

  Kindly note that all customers sign deposit receipt which clearly states all deposits are non refundable.

  Customer Answer

  Date: 06/07/2024

  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 Bianca ****** was told that I was approved by the Car dealership to purchase a 2014 BMW X6 over the phone. So when arrived the only thing they say I only had to do is sign the contract. I looked over the contract then sign. They told me they will ship it to me in to me in two day since it it was a weekend(Saturday March 23, 2024). So they the will call me the next and tell them that vehicle is my possession so the process could go faster. All the time it wasn’t in my possession. So two day passes and no vehicle, so I call and the kept saying the next and the next until they stop answering my phone and my texts.. then at the end of the week they me the bank denied me so I ask could I have my 2000 back since I didn’t get the vehicle nor test drove they said no refund.. they already knew I wasn’t approved. The took my down payment anyways.
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 06/17/2024

  We received confirmation that the complaint was closed but I guess it's open again!

  Our company policy is clear, deposits are not refundable, the customer was aware of that when she gave the wrong information to the finance company which in turn canceled the finance approval due to the wrong information provided by the customer regarding dates of employment. The vehicle was held for around two weeks & we lost business due to the wrong information. Regardless of the fact, deposits are not refundable.

• Initial Complaint

  Date:03/22/2024

  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 had attempted to purchase a 2014 Camaro SS for the price of 18,900 I had worked with a salesman named Frank initially, and he was friendly and respectful, and worked hard to try and get me a good deal as well. however, when working the deal, there was never a document signed on how the down payment would be managed. I sent a total of 3000 for a down payment. I was not made aware it was nonrefundable. I did not sign any type of agreement or contract of any moment. I did not proceed with the purchase of the vehicle, because at the reviewing the final contract, the selling cost and fees has significantly increase to almost near 25,000. I did not want to continue with paying that much for an older model Camaro when it’s not worth that of retail. when I spoke to the manager “Arthur” told me that and I quote on quote “could not get a single penny back.” and proceeded to hang up the call. i am trying to receive my down payment back because I didn’t agreed to any type of non-refundable fee. there were never a document signed by either parties. I did not purchase the vehicle.

  Business Response

  Date: 04/05/2024

  We, America’s Auto Financial, understand that we cannot please all customers 100% no matter what we offer. As per our company policy, we provide an excellent service and a great customer satisfaction.

  In the case of Mr. *****, he contacted us to purchase a 2014 Chevrolet Camaro SS. The customer also requested that we hold the vehicle for two weeks so he can secure finance & arrange shipping or pickup. In order to hold the vehicle he was told that a non-refundable deposit is required to hold. The deposit will be deducted from the total price. Mr. ***** was told that deposits are not refundable but he assured us that he is purchasing the vehicle, so he put $3000 deposit.
  

  Moreover, after signing the paperwork, the customer called on the day the funds were scheduled to clear and he said he can’t move forward with the purchase because his mother don’t agree with the car selection & price.
  

  We, at America’s Auto Financial, try everything possible to please our customers while abiding by our company policy.
  

  We have spoke to Mr. ***** giving him an options to purchase any vehicle from us and we will honor the $3000 as store credit, and we’re waiting for his response. We hope that we’ll convert his negative experience to a positive one, since our goal is to achieve complete customer satisfaction.
  

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on 10/27/2023 and on 10/30/2023 the transmission went out and I was stranded on side of the road. I called the dealership and was told to have it towed to a repair shop and file a claim with the extended warranty company. The Cain was denied due to pre-existing needed repairs. Kal is now asking for an additional $1,000 from me before they will repair the transmission. Furthermore, I have yet to receive a copy of the purchase contract which I have asked for multiple times to no avail. This has been a complete nightmare and this business is extremely unethical!

  Business Response

  Date: 12/12/2023

  The mentioned customer came and purchased a vehicle after she test drove it. She also signed all the paperwork & was aware that the vehicle was sold as is, however, she purchased a warranty which ended up not covering the repair. She contacted us & we asked her to bring the vehicle so we can help her out. She was also advised to clear the balance of $1000 because the check she gave us as part of payment bounced.

  The vehicle is at a mechanic shop as we speak to get her a new transmission at no cost to her. Regardless of the fact that it was sold as is, we help our customers in unfortunate cases like this. 

  The customer was given a hard copy of all documents signed. 

  We apologize for the late response but the customer said she was going to withdraw the complaint & the misunderstanding was resolved