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:08/25/2023

  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 8/10/23, Thursday, I test drove a Subaru my son wanted at Incredible Auto Sales (heretofore called IAS) at **** *****, Bountiful, UT 84010 in the a.m. I liked it, but my son would not return until Monday. I asked if they could hold the car until Monday. Misty said I must to pay a nonrefundable $515 downpayment (& sign) to hold it, otherwise it would likely sell over the weekend. I asked if she could make it refundable, in line w/other dealerships. She said No. I was assured the payment could be applied to another IAS and that they could find another car quickly. I felt I had little choice, so paid & signed. 8/14/23, my son & I took the car to Young Suburu for a pre-sale inspection. The tank was empty. We put $30 into it. The mechanic at Young advised the car was unsafe as is, actively leaking fluids. $3,600.00 to fix. We returned the car to IAS. I gave them the inspection paperwork. They said the car is fine. We asked if they had another car on the lot to test drive. We took an Audi to an Audi dealership for inspection. They looked up the serial number; advised us not to buy this car. It was unsafe for unaddressed recalls that had expired. We returned the Audi to IAS. Not the car for us. We stayed longer, reviewing our criteria with Jorge. The supervising salesman said he would personally oversee finding us a car--he had access to cars before they were posted online. I said that if we ended up finding a car elsewhere before they could find us one, I would ask for my $515 back. He said he understood, said they would find us a car and keep in touch. By 8/24/23, we received no word from IAS, but found another car from a SLC dealership. On August 21, we sold our son’s 2007 car, bought the SLC car. I called IAS to advise and ask for my $ back, given the circumstances. Misty was confrontational said I knew what I was getting into and NO. On 8/24/23 I received a text from IAS from the owner that contradicted what sales told us. I ask BBB to help me get the $515 back.

• Initial Complaint

  Date:02/09/2023

  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.

  We purchased a 2018 Chevrolet Suburban from Incredible Auto Sales in January, 2020. Everything was great, until we had a minor fender bender that exposed extensive damage that was poorly/improperly repaired. As a result, our insurance isn't covered over $4000 of the necessary repairs. The dealership cannot claim they didn't know, because they disclosed repair of the right rear passenger door and it is the right rear quarter panel that is completely messed up and beyond normal repair at this point because of the very poor repair done by the dealership before selling us the vehicle. Mechanically, the vehicle is sound. Physically, the damage is a liability that should have been disclosed and was not. According to our LEGITIMATE body shop doing the repairs now (who we have used multiple times in the past), there is no way that Incredible Auto Sales did not know about the extensive quarter panel damage...because they disclosed that they replaced the door. Now it is like crickets to get any response from Chris at Incredible Auto Sales. I need the dealer to own their cover up and pay the portion that our insurance will not cover as a result of "improperly repaired" pre-existing damage.

• Initial Complaint

  Date:01/29/2023

  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 am wondering if you can help with a car purchase at Incredible Auto Sales, on Dec 29, 2022? The short of the long is a car was purchased & has only been in working order, maybe 1.5 weeks total. It has broken down numerous times that has required the use of a loaner car three times (including currently). I haven't been able to reach anyone at the dealership; when you call, it goes to voicemail, when they transfer you to an extension, it goes to voicemail, when you text, they stop responding, and back and forth is goes. I have no working car, no title to the car I purchased, and my trade-in car was sold without the title (I was awaiting it's delivery by mail as I moved here from MO. and a family member had the title in MO.). Not to mention, the car I purchased but have not been able to drive, has 4 new 4x4 snow tires I purchased and had installed. Thank you for your time & consideration, ***** **** *** *** **** ***************** *Just in case, I worked with Trezure B******** @ Incredible, # *** *** **** / *** *** **** Many thanks.*

• Initial Complaint

  Date:01/01/2023

  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 purchased a 2009 Mercedes Benz CLS 550 from Incredible Auto Sales online from a car listing they provided to CARFAX.COM, on 06/02/2022. $10852.59 to the dealer for the purchase of this vehicle. Upon arrival, I immediately noticed that the photo and description of damage provided on the website was false. The photos provided on CARFAX.COM did not show the damage of the vehicle and the overall true condition of the car was not provided. I inquired when talking with the sales associate if there was any serious repairs that the car needed, and she said no. The car I purchased from Incredible Auto Sales was in such horrible condition that even the Mercedes-benz service department couldn't believe that a dealership actually sold a car in this condition. First, upon arrival, I realized the car seats appeared as though someone took a razor blade to the seats, the inside door handles had all of the chrome plating peeling off, and the paint on the bumper was gone. I would discover that damage was only on the surface and was the most minor damage. Upon inspection, the technicians at Higj Tech Auto and Mercedes-Benz service technicians discovered that the engine and transmission mounts were collapsed, the fuel tank was leaking and the smell of gas permeated the inside of the car (which was a SERIUOS problem, that could have resulted in serious injury or death), so the whole fuel tank needed to be replaced, the flex disc was cracked, there were several belts that were broken, the alternator was out, all of the tires, with the exception of one, were in terrible condition and needed to be replaced, the roof was dented, the tire pressure monitors were malfunctioned, and the windows and the sunroof do not completely close. This car was in such horrible condition that I believe this car had to be purchased at a junkyard. Selling anyone this vehicle is a reflection of the poor ethical standards held by Incredible Auto Sales.

• Initial Complaint

  Date:06/01/2022

  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.

  Date of transaction: May-3-2022 I could not take possession of the vehicle on the day of purchase because they had the following items to fix: Windshield, oil leaks/oil cooler, and replace dead battery. It was not ready to drive away. We paid $1,030.00 down and a loan for $6,991.98 for a total of $7,991.98. On May-24-2022 at 5:14PM the vehicle was stated to be ready for possession. I arrived May-26-2022 at 4:05PM and they could not find the keys so I could take possession. They could not find the keys. I told my wife and she was very upset about it due to the fact they couldn't run their business properly, we told them we wanted a refund. They said "no" so we gave them a letter stating our intent to rescind in person on May-28-2022. Allot of issues that weren't supposed to happen happened due to their inability to conduct them selves as a professional bussiness. We also noticed they did not give a us a true copy of the contract and a paper with non legible terms which also has lead to a true sign of improper bussiness practices. I would like a full refund or for them to deliver us our down payment as compensation for their improper bussiness practices along with the vehicle fully functional and 2 sets keys.