ComplaintsforReserve Auto Group

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday (8-9-24) my husband took his savings to Reserve Auto Group and paid cash for a 2016 ******** Escalade. It sat in the driveway most of the weekend because my husband spent the time detailing it on the inside and out. On Monday (8-12-24) the check engine light came on and I took it to ORdillys and they scanned it and it came back with transmission codes (saved and pending). Also by Monday the air conditioner was blowing hot air instead of cold air. I called Reserve Auto in Tuesday and they said I could take it in and they would look at it at an employee discount rate. I told them I should not have to pay for the work because they obviously knew the vehicle had issues and did not disclose that information. The person I was talking to said well call your salesman. I did and he said I am not the person you need to talk to. So he transferred me to upper management, a person named ****. He listened a bit, cut me off, and then said he would call me back later. It is now 8:04 and u did not hear back from him. My husband called the dealership several times and they did not respond to his calls.

  

  Business response

  08/15/2024

  We have responded to her on all ****** where she file her initial complaint. Then she emailed me and I responded and then she called me and we had a very long call where I explained that we would work with her to get this resolved and make sure she has a solid working vehicle. She has an appt to bring the vehicle in tomorrow morning. I do not understand why the filed this complaint as well. As far as we are concerned, we are taking care of her. 

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warning Do Not Buy From This Company Their Fraud Being Done Right In Your Face. For 1. The Reason You Can't Use Your Own Finaning Is Because They Make Money Of Your Credit By Adding A Point Or Two Or Three To Whatever The Lender Gives. I Think That's Illegal But They Do It. 2. They Charge You Service Fee And Or Recondition Fee That They Have Never Even Done. Most *************************signer Cars So They Don't ********************** Someone Else's Cars.3. The Owner Is A Con Artist And In Financial Trouble And All That Comes In Contact With Him Will Soon Be Too.4. They Will Force You Into A Warranty That They Will Not Honor When The Time Comes To Use That Warranty.

  

  Business response

  08/12/2024

  This review contains many false claims from a previous employee who is disgruntled over his last paycheck due to his inability to add/subtract and his general lack of understanding as to how a basic draw pay cycle works. He actually owes the company over $1,100. He had to be escorted off our property by the police due to his belligerent behavior. If you have any additional questions regarding this post, please call or email me directly. 
  *************************
  ************
  *************************************

• Initial Complaint

  05/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pick up date: 17 May 2024 Used car: $23855 Committed to fix: hood, chip, low tire pressure in WeOwe Agreement I flew from ** to ** to pick up/drive the car home. I trusted **************** said out of state buyers often buy their cars. I'd done this with my last car as well, and it turned out great...this purchase, ************************ $1500 "reconditioning" fee not shown in advertised price of $21988 (Sebastian **** "We generally price our inventory below the market to obtain more traffic.") added & wouldn't remove to meet the advertised price *Hidden $150 fee above purchase price added unbeknownst to me to discover later in paperwork *Undisclosed spider crack in windshield, ********* said it's fixed *Found undisclosed dent still in the hood despite agreement *Low tire pressure wasn't fixed per agreement. I ran vehicle diagnostics prior to leaving the dealership for my 800-mile drive home. Right rear tire was way over inflated (other tires were correct), so I set the right rear tire to the correct pressure figuring the dealer was sloppy. After driving 350 miles, **** warning came on alerting me to stop the vehicleright rear tire was low. Over-inflating was how the dealership chose to fix the **** warning irrespective of my safety. Having run-flat tires (no spare), I drove slowly to a service station and inflated it. I monitored and inflated it as needed the rest of the drive home. Nearly home, I stopped at a tire shop where I was informed this tire was 2 yrs older than the others, and that it needed to be replaced since I'd driven on it while under-inflated. This cost me $300.*I requested service records to justify "Reserve Certified"I was told records would be available when I picked up the car, but no service records were included in my paperwork. I asked they be emailed, 2x, and still received no response/no records from *********. I requested $2100 credit (for: no records/no reconditioning, hood dent, tire, hidden fee); ********* said no.

  

  Business response

  06/03/2024

  We will reimburse the expense of the tire of ******, however the Admin fee for card purchases is displayed in our lobby and also listed on our website. We also do have reconditioning reports which I have attached to this response. The dent on the hood was also repaired prior to delivery, ************************* took delivery in person and reviewed the car twice before finalizing her purchase We consider this matter to be resolved after reimbursing for the tire.

  Customer response

  06/06/2024

  I am rejecting this response because:   I'd not seen the car twice in person. I bought the car online, sight unseen, until I picked it up. There's a difference between viewing online photos and two quick videos vs. seeing it in person. Not that the videos weren't helpful, the first video revealed the dents in the hood that'd been touched up so they weren't visible in the listing photos. Your website claims I should feel comfortable buying from outside the area and rest easy knowing you didn't hide anything, yet:
  
  * You hid the reconditioning fee as it wasn't in the advertised price of the car as previously noted. Yet, you knew you were going to charge it, so your offering price was not the full cash price you knew you were going to tell me I needed to pay for the car. The reconditioning fee was not the first thing disclosed to me when I contacted you. That was actually that the car was pending approval for a previous buyer!! Which, miraculously fell through.
  
  * You tacked on a hidden admin fee as I was DOUBLE charged a $150 admin fee (i.e. you made me pay $300 admin fee). I was aware of and paid the $150 once, but you never disclosed that I was paying a second on the deposit you said I needed to put down after missing the window to make a full payment by wire that day.
  
  * You hid the tire issue by not replacing it yourselves. I do appreciate that you'll reimburse me for the cost of the tire.
  
  I feel legally/morally you should  reimburse the $1500 reconditioning fee. It was another hidden fee, not disclosed in our first communication.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a 2020 Range Rover Velar from Reserve Auto Group located at ********************************************************* on January 4, 2024. Upon inspection of the vehicle we identified (2) areas that needed to be addressed. First one was dent and scratch on the hood of the vehicle. Second was decal letter missing from the rear lift gate of vehicle. Both issues were discussed with the sales representative *************************** who advised us that they would take care of these two issues. We were from out of state so he advised us to take vehicle to a body shop of our choice and send then estimate for the repairs. We also received a "We Owe" document from Reserve Auto Group stating in writing that they would fix both of the issues. We sent in estimates for the repairs to the hood in the amount of $700 and the decal remove and reinstall for $50 and they have refused to pay for these now. The sales manager ************************* responded to our request and estimate documents by saying "That is not my signature and I am the manager that put your deal together". Now they are refusing to take care of the repairs they promised to pay for in which we have documented with an approved signature from someone from Reserve Auto Group. ************************* the sales manager is stating that no one with authority signed the "We Owe" document and it appears to be forged. BUYER BEWARE. This is not a business that anyone needs to do business with. I have the "We Owe" document that shows signature and detailed list of repairs they (Reserve Auto Group) would take care of. Avoid buying any vehicles from this dealership at all costs. I would not even give Reserve Auto Group a 1 star rating but it defaults to this rating so the review can be submitted.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Single Black female purchasing her very first 'Luxury" vehicle at Reserve Auto Group, my family and I was treated with disrespect by several unprofessional males, including ******** and the finance guy with the horse who was in such a rush because it was after hours that he failed to give me paperwork and lied about it. Cameras proved he failed to give me paperwork and never apologized for the lie he told and for the rude distasteful comments he made to my sister about how he does not care about the situation. I still don't have my vehicle as I type this review. Purchased the vehicle on 1-13-24 and now I have to wait until Monday, 1-29-24. The vehicle was supposed to be ready today (1-24-24). I am very disappointed by the mistreatment I endured and equally disgusted that I may never get my vehicle. I feel helpless and taken advantage of by Reserve Auto Group that they treat women with no male representation like ****, Women beware! 1. I would like an apology for being accused of lying by the finance guy.2. I would like to be compensated for the weeks I am without my vehicle as I still will have to pay the note.3. ******** lied and played games about the General Manager not being on sight and he was.4. I could have received a full refund within the 3 days due to their neglect to have the vehicle ready as promised.5. Promised full-detail cleaning and replace the discolorated parts. None of this was done at pick-up on Tuesday, January 16, ****.

  

  Business response

  01/30/2024

  Hello, we have spoken with *******, and have delivered her car fully detailed and replaced the parts she requested along with cutting her a check for a prorated amount of her payment while we repaired her vehicle, ******* is satisfied with this resolution and we consider this matter closed

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/2021 I purchased a vehicle from Reserve Auto Group. a 2015 Dodge Ram **** diesel dealer stock number FG601413. The advertisement shows a final price of $46,988.00. We reached an agreement as follows:-I put a $25,000 down payment and the remaining balance of $26,736.66 to be financed. That's the amount we agreed upon. To my surprise right after signing the contract I found many discrepancies on the amount to be financed. Initially approximately $4,500.00 more in the contract that absolutely was not agreed upon. I informed of these issues to the salesman ****************************** and he took me to speak to the finance department to resolve the issues. The gentleman in finance apologized and he said that he had made a mistake and the amounts will be corrected which I recently discovered did not happen. During the negotiation of the vehicle I stated several times that I did not want to purchase any warranties but in order to get the ****% I have to buy a warranty, however they informed me that I could cancel it after 3 months which I accepted. I also was informed that the amount of the warranty will be prorated for 3 months and the remaining balance will be sent to my finance company and added to the principal loan amount but never happened.On 03/24/2023 I went to the dealership to cancel the warranty. I went to their finance department and canceled the warranty and I was issued a receipt. Later on I called Ally (finance company) to see if the refund was applied to my principal and it was not, and to this date it still hasn't been issued. Furthermore recently after further examination of my contract I found several more discrepancies on the numbers. I want to mention that I sold cars for many years so I know how the business and contracts work. I tried to work out with the dealership but I was ignored. I feel like I wasn't treated honestly. I was ripped off for thousands of dollars at this dealership. I was an honest buyer and everything honest on my behalf.

  

  Business response

  11/06/2023

  Hello, we have received the refund from the warranty company and have cut a check and will send to ************** today to satisfy the cancellation of the warranty product  ***************** purchased and cancelled. We have attached proof of check. We see this matter settled and closed 

  Customer response

  11/13/2023

  I am rejecting this response because:  There are more mistakes and charges found and unresolved. 

  -It is clear that in the handwritten proposal , the amount that the salesman told me was "return to principal" was $4,185.00, not $3,365,80

  -The first document agreement that I was presented with before going to the finance department was the "Finance Details" that also contain mistakes (attached details). I found an additional $530.89 in extra TAXES, That document was signed by salesman ***************************. The correct total amount due was $26,205.77, not $26,736.66. At this point I was charged an additional $530.89

  -Also I was informed by *************************** that the total amount of additional fees was $315.25 but that was also changed without my knowledge or agreement to $406.72 in the final contract. The additional difference is $91.47

  -The final amount that should be charged is $26,205.77 plus the warranty $4,650.00; the correct total amount to be financed was $30,855.77 but instead I was charged $32,956.47. Total over charged = $2,100.70.

  I am claiming the total amount over charge in the contract ($2,100.70) plus the difference in the warranty agreement disclosed by *************************** ($819.15) The total amount I am formally disputing is $2,100.70 plus $819.15 total: $2,919.85 I attached documents.

  -Obviously the process between "Finance Details" document pre- contract agreement was not transparent. The amounts on the final contract were increased. The process of signing the contract in the finance department is not transparent. Every single number agreed to before signing the contract was changed. They used a complicated process of signing, where the buyer can't see what he is signing with transparency.  I  was under the impression that I was getting treated with honesty, instead I had to go back to resolve extra charges for more than $4,500.00. I really thought that was the whole extra charge, but it wasn't. 

  

  Business response

  11/20/2023

  After reviewing ******************** evidence we have also cut an additional check of ******** and has been mailed out

  Customer response

  11/29/2023

  As of today, November 29, 2023, Ally (lienholder) has not received/ added to the principle loan the check for the amount of the warranty refund which was the agreed resolution to my complaint.  Reserve Auto stated that it was already sent. Therefore, the resolution has not been met.

  Customer response

  11/29/2023

  I am rejecting this response because:   As of today, November 29, 2023, Ally (lienholder) has not received/ added to the principle loan the check for the amount of the warranty refund which was the agreed resolution to my complaint.  Reserve Auto stated that it was already sent. Therefore, the resolution has not been met.

  

  Business response

  12/05/2023

  Attached is a copy of the refund check.  Payment was issued to Ally and mailed on 11/6/23, but did not clear our bank until 12/4/23.  We have no control over how long they took to process the check or apply it to the loan.  We cannot confirm at this time if the funds have been applied or not, as we have no access to do so on a consumer account.  All we can confirm, however, is that **** has taken the money from us, as agreed.

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a truck out of state. Truck was delivered with the washer fluid light on. I filled the washer fluid reservoir. 2 days later the fluid leaked out. The roof weather strip is loose. After having the truck inspected. I was shown the panel on the bottom of the truck was missing screws and screws loose. All of this was identified within the first week. I spoke to the dealership and was told the truck was serviced. They agreed in words only to help fix the problem. Or for me to use the warranty which has a $100 deductible. The next day I took the truck to shop that works on Range Rovers. What he discovered blew my mind. There was a mice nest built in the engine. The antifreeze reservoir was almost empty, the drive belt was split. I contacted the dealership to get no help from them. All I heard was the truck was serviced before being sold. A manger told me the mice must have built the nest in transit. Each day I called I heard they were meeting to discuss how to help. Due to the drive belt being split the truck wasnt drivable. That didnt make them rush to help. I had only had the truck 1 week. I sent the pictures of the washer fluid indicators, empty coolant, damaged roof weather strip, and split drive belt. After a week of going back and forth I suggest getting legal help. The dealership still refused to help after promising $400 and a new roof strip I paid out of pocket for replacing the drive belt ($288). After purchasing a $5500 warranty that I cant use. The paperwork given to me by Reserve states the warranty is effective the date of the contract/purchase. The **************** says that Reserve requested that they do not put the warranty in effect for 30days/1,000 miles. This is fraud.No one at Reserve Auto has contacted me and they have not shipped the roof weather strip as promised. This is the worst dealership I have purchased from.

  

  Business response

  08/08/2023

  We have cut ********************** a check for the ****** and will be mailed out tomorrow, the weather strip part is on order and will also be sent out as soon as it is received. 

  Customer response

  08/15/2023

  July 5th 2023 I received a 2017 Range Rover Sport from Reserve Auto Group. The delivery driver off loaded the truck and the washer fluid light was on. 
  
  I immediately reached out ******, my salesperson at Reserve. Today I paid out of pocket $245 for a washer fluid pump. The dealership isnt willing to refund me for the repairs. 
  
  Here is a detailed listed of my complaints of issues with the truck I found within 1 week of receiving the SUV. 
  
  -washer fluid pump was leaking. (Dealer said it happened in transit. To many hands touching the truck before I received it. The transport company damaged the pump. I was told if I have trade in shipped to them and it gets damaged in transport would I want to pay for the repairs. 
  
  -drive belt split. I paid out of pocket. ( dealer took 1 month to refund me after I reported them to BBB.) They stated in BBB reply it would be sent the next day, they told me it was going ****** It wasn't send ***** and took longer than it should have had they sent it when they said.
  
  -coolant tank was empty. ( dealer said all fluids was topped off prior to shipping me the truck. )
  
  Roof weather strip is broke. ( dealer said they would send a replacement strip. Its been almost 2 months and I havent received the new part. )
  
  -metal under carriage was missing screws and loose screws. ( dealer said the truck was serviced and left them in great condition). 
  
  -mouse nest in the engine. ( dealer said it happened in transit. Maybe when the driver took a break mouse built a nest in the engine.)
  
  All this time Reserve has ignored my complaints. They refused to answer calls or text. 
  
  I was sold a warranty with an effective date upon payment. When I tried to use the warranty for repairs I was told by the **************** that Reserve set the effective date out 30 and 1k miles before the warranty is effective for use.
  I just hit the 1k miles august 11th. I asked for a refund on the warranty. I was told it will not be a full refund, it will be prorated. This is FRAUD. 
  
  Most of this was previously detailed, however Reserve did not address it in the complaint, nor are they communicating with me about the issues. After getting your money, they are very uncommunicative and try to blame the consumer for things that happened/didn't happen at their dealership/service dept.  I want a full warranty refund and a $245 refund for the washer pump. 
  

  Pics are included.

  Customer response

  08/15/2023

  I am rejecting this response because:   

  The dealership did not address all issues raised in the complaint.  Additional details were entered into the more information section, including pictures and a full summary below.

  July 5th 2023 I received a 2017 Range Rover Sport from Reserve Auto Group. The delivery driver off loaded the truck and the washer fluid light was on. 
  
  I immediately reached out ******, my salesperson at Reserve. Today I paid out of pocket $245 for a washer fluid pump. The dealership isnt willing to refund me for the repairs. 
  
  Here is a detailed listed of my complaints of issues with the truck I found within 1 week of receiving the SUV. 
  
  -washer fluid pump was leaking. (Dealer said it happened in transit. To many hands touching the truck before I received it. The transport company damaged the pump. I was told if I have trade in shipped to them and it gets damaged in transport would I want to pay for the repairs. 
  
  -drive belt split. I paid out of pocket. ( dealer took 1 month to refund me after I reported them to BBB. 
  
  -coolant tank was empty. ( dealer said all fluids was topped off prior to shipping me the truck. 
  
  Roof weather strip is broke. ( dealer said they would send a replacement strip. Its been almost 2 months and I havent received the new part. 
  
  -metal under carriage was missing screws and loose screws. ( dealer said the truck was serviced and left them in great condition. 
  
  -mouse nest in the engine. ( dealer said it happened in transit. Maybe when the driver took a break mouse built a nest in the engine. 
  
  All this time Reserve has ignored my complaints. They refused to answer calls or text. 
  
  I was sold a warranty with an effective date upon payment. When I tried to use the warranty for repairs I was told Reserve set the effective date out 30 and 1k miles before the warranty is effective for use. 
  
  I just hit the 1k miles august 11th. I asked for a refund on the warranty. I was told it will not be a full refund, it will be prorated. This is FRAUD. 
  .

  Customer response

  08/21/2023

  Good afternoon,

  Just to update you, the dealership is now saying they aren't going to send us a weather strip, which was one of the things they stated in their original response to the BBB that they would be doing.  this dealership continues to try and double talk and skirt around what they promised.   They are stating that any warranty refund could take up to 90 days which is not acceptable, as we are still having to pay for any repairs needed for this vehicle that should have been done prior to leaving their dealership. 

  Customer response

  08/24/2023

  Reserve Auto said they will not reimburse me $245 for the washer fluid pump. Which was damaged when the truck arrived. They offered to cover $100 if I kept the warranty priced at $5,500. I said pay the full $245 and I would consider. They ignored me for 3 days until I contacted them again. Here is a copy of the warranty contract which states it was effective upon payment. I later found out Reserve Auto told the warranty company 30 days and ***** miles had to occur before the warranty became valid. Also the time frame to get a warranty refund is *****. It should not take 3 months to refund my money. I have to pay for repairs and need my money. This is not acceptable.

  Customer response

  09/21/2023

  We added information to this complaint - additional documentation but never heard back from you or a solution from the dealership.  This code won't let me contact you.

  There is now a new finance person in charge at the dealership and they weren't updated on any of what was happening.  Your assistance in getting a resolution is needed.

   

  thank you

  ****** & *********************************

  

  Business response

  09/21/2023

  We have refunded ********************** ****** and this check was issued and sent out on 8/3/2023, I have attached the copy of the check and it also has cleared our bank, so it has been cashed. Reserve Auto Group does consider this matter to be closed

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27th, 2023 I bought a *** 430i from this dealership. The car had a clean carfax and I was assured there was no damage to the car. I drove all the way from ******* to ***** to purchase this vehicle under false information. I later found a scratch on the car and saw the wireless charging was not working. I took it to ****************** (which cost 400) for a full inspection and was told the front bumper, back bumper, and passenger side door had been redone and the car was most likely in a crash. A long with that the rims had been spray painted and the undercarriage of the car was also damaged. Upon learning this information, I immediately contacted the founder ************************* to resolve the situation. He never replied back. After that I sent the same email to a manager there named **** who responded. In that response he named the wrong state I was from and offered to fix the the undercarriage and repaint the rims, the two cheapest things wrong with the car. I then emailed him again and he did not respond for almost a month until I emailed a third time and again sticking with there offer. There customer service after purchase of the car is terrible and they are not standing behind the cars they sell. At this point they fraudulently sold me a car that was in a accident and now the car is devalued and I will not be able to sell it.

  

  Business response

  07/25/2023

  ****************** drove down from ******* and inspected and test drove the vehicle in person before taking delivery at our location and at the time it did meet his standards, CARFAX is a third-party company whom we use as an information tool as sellers just like buyers do before purchasing a car and the CARFAX report showed to be clean. However ****************** did notice some damage on the wheels and also in the undercarriage of the vehicle a few weeks after the sale, even though we are not sure if this happened after the sale we still offered to pay for the part that was missing in the undercarraige and to refinish the wheels. This would cost us about *******, if he was local we could easily do this for him in 1-2 days, however with him being in ************* it a little harder, however we can and still will provide him reimbursement in that amount.

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Over a period of 4 workdays the last week of January 2022, I went back and forth with pricing over the phone on a 2020 Corvette. (What was quoted on-line and what was being sent to me by email and text) After speaking with the salesman while the business was closing on Saturday at 3pm, I agreed to new terms on the vehicle and placed a $500 hold for Monday the 31st of January due to him stating that the vehicle was being wholesaled on Monday. That Monday morning before I went to the bank, I called the salesman and asked for the agreed price before I flew to Dallas. Once again the price was incorrect. The Ebay add stated that a service fee of $1150 (??) would be added to the price. The service price sent to me that morning was more than double that amount. I had experienced enough doubt with this Company. I canceled my flight and over 3 days asked for my $500 hold money with no response. American Express is currently reviewing the case.

  

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/23) */ Spoke with Mr. **** about the situation. I apologized for the mishap and he was very receptive. We refunded the deposit and he was happy. He said he is happy that I called him and reached out. He is happy now. Consumer Response /* (2000, 6, 2022/02/23) */ Consumer verbally confirmed complaint is resolved.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a $270,000 Mercedes G63 with 300 miles for my wife the car came delivered with the check engine light on, come to find out the the stock wheel sensors were removed. They cost $1500 at the local Mercedes dealership. I have called, texted numerous times and have been told they would look into the situation and send me some out. That was over 3.5 months ago to make things 10 times worse my wife's 30 day temp tag expired in November and she has been riding around on an illegal tag for over 3 months. Anytime I call or speak to someone it's the same response "sorry we've completely turned over our staff here and things have been really hectic around here" nothing is being taken care of and I can't get anyone to send me a tag replacement or send me the wheel sensors that came with the stock rims. Great way to treat someone who spends $270k on a car!

  

  Business response

  03/04/2022

  Business Response /* (1000, 7, 2022/02/08) */ We spoke with the client and agreed to cover the cost to replace the sensors. He was happy with resolution. We are now waiting on some docs to finalize the titling process for him. I am in contact with him daily.

*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. ↩