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:02/07/2025

  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 bought a 2017 ***** civic from M&B auto group on january 12th 2025. I put 3000$ down on the carfax and i have a 17k lien on the car, they didnt disclose any issues with the car and they told me it was perfect, even showed me the carfax where it was serviced in october of 2024, in that service record it showed that the head gasket was replaced in that month. 3 days later the car started overheating after i purchased it, i sent it to a shop because the car had a third party warranty on it, the shop then let me know the next day that it was the head gasket was blown, and there was stop leak in the coolant reservoir to try to hide the issue. I contacted the dealership and they said they had nothing to do with that and the car should have no issues, then i contacted the third party warranty company and they sent a inspector out to check the car out, which they also confirmed it was the head gasket and that there was coolant in cylinders 2 & 3. Then the warranty company got in contact with the dealership and the dealership had it sent to their shop who replaced the head gasket in october, at this point i have told the dealership i want to back out of the deal and i want my money back, which they denied multiple times. For the past two weeks the shop has been telling me they have been working on it and its in the shop and has been, but when I showed up to the shop unannounced, I saw my car sitting outside and it was untouched, the dealership owns the shop where the car is at and they have been ignoring my calls and wont take the car, the shop is making no effort to fix it and im stuck with a car payment for a car that was damaged before it was sold to me and the dealership knew it was, i dont know what else to do and I was told by the owner of another dealership to contact you guys about the issue.

  Business Response

  Date: 02/10/2025

  Hello ,
  As a USED car dealership we will never use such verbiage as perfect all customers are given the full disclosure that the vehicles are USED , they are also given Certified Carfax reports that gives each customer a printed , signed dated copy of the vehicles full history , including services,repairs, damages and accidents.
  Moreover, every customer is given the right to test drive any vehicle they choose, they are also given the option to take any vehicle for a PPI (Pre-Purchase Inspection) at a mechanic of their own choosing or have one come to the lot.
  
  Though I am not mechanically inclined personally I cannot speak on the said issues or the proposed repairs, parts or duration of the services, we refer the customer to our trusted shop the we use that are experienced and reasonable,  We offer a variety of warranties , that vary in coverage and duration warranty through a third party with a menu presented of all policies and coverages available to the consumer, and they ultimately choose the one the may feel most comfortable with, customers are welcome to purchase more or less coverage which the signed document of that chosen contract, as with any entity whether this be an insurance company or a warranty company each individually has its own set of guidelines and its own protocols, to which neither the dealership or the repair facility have control over .

  
  As for the experience with the shop every shop has its own routine, protocol and cars are typically moved in and out of service dependent upon each phase of service it has reached, and the dealership cannot be held responsible for any delays or miscommunications between the customer and the repair shop.

  
  Although the shop has an open door policy and it is open to the public their garage area is a restricted and private area Mr. **** has attested on multiple occasions that he is guilty of trespassing if I did not know any better.
  However making the bold statement that the shop is making no effort to fix the car is rather a stretch, as there is a significant amount of dated and time stamped interaction on the progress of the repair , as well as the fact that the warranty company showing up to inspect it sound like typical attention of a service being provided , granted not at the desirable pace Mr. **** has expected but to say No efforts is a false statement.
  
  As a used car dealership we fully and transparently disclose that all vehicles are sold AS IS and signed legally binding documents bare witness to that fact (se attached) ,and we will never refer to an 8 year old vehicle as Perfect for the reason that everyones idea of perfection can very.

  
  The total down payment is not determined by the dealership ,that is a figure determined by the lending bank based on the customers credentials and credit worthiness.  
  

  The vehicle has been sold as is and cannot be returned *************** make the calculated decision at his own discretion to surrender the vehicle to the bank that is a process that would have to take course between ******* and the lending bank a process of which the dealership would have no involvement in.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/16/2024

  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.

  Bought vehicle from M and B Auto Group with gap insurance through ProGuard Warranty on 4/27/2024 and cancelled the gap insurance shortly after since I could get a much better price through my insurance. M and B Auto Group was paid $828.31 via check #***** dated 6/19/24 which was cashed on 6/25/24. To date, M and B Auto Group has not paid my lender (***********************************) the required refund. I have spoken to them multiple times since the initial cancellation of the gap insurance.

  Business Response

  Date: 02/04/2025

  Hello , 
  Thank you for bringing this to our attention, as explained to the customer , when acquiring a loan with our lenders , they are borrowing the sum/funds for these products whether it is an extended warranty,GAP or maintenance package, the lender is lending them the funds for these items therefore when they are canceled or nullified for whatever reason that sum is in turn paid back to the lender , as we explained to the customer when that item/service was canceled , we sent a check to the lender as it is their money. and we gave them all the details 

  Customer Answer

  Date: 02/06/2025

  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.  For your reference, details of the offer I reviewed appear below.

  The sum of money returned to me via M&B Auto to my lender was $621.15, which is $207.16 less than the pro-rated amount of $828.31 that was returned to them from the *********************. Note that this money was sent after I attempted multiple times to contact them and finally reached out to the consumer protection options available to me.

  M&B Auto seems to think the profit that was baked into the sale of the ************* is owed to them for some reason which was never explained. I haven't been able to speak with anyone in accounting or anyone with any authority there that would justify keeping the money still owed. 

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

  
  

  Business Response

  Date: 02/07/2025

  As explained to ********** , there was no way the dealership can send money out to the lender that we do not have , the dealership needed to wait until the sum was received in the mail from the ******************** via mail , as stated the dealership would have to have the funds in order to disperse and then those funds would be sent to the Lender via check through standard mail and the dealership has no control of when the lender receives the check and decides to process or apply it to any account ! the dealership also has a prorated amount as well as cancelation fees associated with products sold though a third party including but not limited to , postage fees, late fees and other fess as applicable, posted in the dealership.

• Initial Complaint

  Date:11/18/2024

  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 2016 ***** corvette z51 from ***** auto group. With a clean carfax I drove 2 and a half hours to test drive it. During the test drive someone put a deposit on the vehicle and after I left, they said I could come back and see it. On 11/14 I purchased the vehicle and cambe back Saturday 11/16 to take it home. It drove fine the original time, but an hour in on the way home the car started to run terribly. I took it to ************** in owings mills ******** through tow and the service there said the entire drive train needed to be replaced, and that someone had resealed the oil pan within 2 weeks of having it. None of these major repairs were established to me at point of purchase And now looking at several thousand dollars in repairs. I tried calling the dealership multiple times to speak to management, but no one would let me speak to management, saying I had to fill out a ****** form to see the manager and when I filled the form out multiple times it wouldn't send. But ***** and *****, two salesmen refused to direct me to the manager and said there was nothing they could do, despite saying there was no issues when clearly new work had been done not disclosed on the carfax report. A review on ****** by ****** ***** mentioned the same car and said he had record of them falsifying records and clearing codes on the vehicle.

  Business Response

  Date: 01/03/2025

  Complaint was amicably handled with consumer and a resolution was reached. 

• Initial Complaint

  Date:11/08/2024

  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 would like to file a formal complaint against M and B Auto Group in ********, ******** for failing to disclose a known transmission issue and cracked windshield on a 2019 ************************* that I purchased from them for $31,000 on August 31, 2024.A full account of the situation will be uploaded with the attached reference documents.

  Business Response

  Date: 11/12/2024

  Hello and Thank you for bringing this compliant to our attention , Mr.***** purchased the ******* Navigator in August, and as a ***************** Dealership our vehicles are sold "As Is" and all customers are made aware of this fact and agree by signing multiple documents to the fact, Mr. ***** chose to purchase the vehicle out of state (online Transaction) at his own discretion we do not force any customer to make any purchase and we allow them to do so at their complete and sole discretion, as with any of our out of state sales  or online sales, it is communicated clearly via email;, text and recorded calls that each customer receives a  LIVE video call with one of our salesmen and they are taken in an around the vehicle to see that the vehicle is what is said to be advertised, customers are also given the option to a PPI (Pre Purchase Inspection) by a professional/mechanic of their choosing that can be their eyes and ears and help the customer understand /inspect what they are buying prior to making any purchase commitments, we offer to either drop the vehicle off to that professional/shop or the mechanic is welcome to come to our lot for this observation, and of course customers are always welcome and never denied to come in person and test drive any vehicle, we have customers fly in from across the county to do so, Mr.***** choice to purchase these were all options given to Mr.***** and he made the personal choice to not take advantage of those options besides the live call , to which respectfully we cannot be held accountable for his personal choice when we presented all possible avenue for a customer to do their own due diligence however they deem fit. 
  
  The windshield was not brought to our team's attention but TWO MONTHS POST PURCHASE! when the vehicle was picked up by the transport company they did a condition report documenting the condition in which they picked up the vehicle and that when it is dropped off to the customer, the transportation company made no mention of any such condition/ "damage"  , and this was discussed with Mr.*****.
  
  The dealership has an "as is" policy well documented, well advertised, and in turn solidified through multiple agreements that require a customer signature, documents of which were sent via DocuSign to Mr.***** who in turn had all the time in the world to read thoroughly and sign, where one cannot say "I was rushed to sign and did not read it" and of course explanations for each process was explained and the conversation was OPEN for all and any questions at any time.
  
  Mr.***** brought the alleged issue to our attention and though we explained that the purchase was as is and we cannot be accountable for any unforeseen issues Mr.***** had made mention of the loss of his wife and though we do not owe any customer any post-sale repairs especially ones we knew nothing about or was not prior discussed or promised to any customer IN WRITING management sympathized with his grief and decided out of goodwill they would help elevate any stress Mr.***** was having a decision they did not have to make, Mr.***** was offered to return the car ( maybe he was grieving and bought it on impulse lets give him some *****) to which he declined saying he wanted to keep the vehicle!  He was offered the option of shipping the vehicle back and we would have one of our trusted shops we worked with put their eyes on the issue, as we do not know what the issue is hundreds of miles away and only going by hearsay, to which Mr.***** declined! at that point we could not even validate the alleged claims but we entertained him anyways, shortly after we asked Mr.***** for any documents or quotes or service repair receipts to validate the said "issue" , that we were considering helping out with if it was reasonable,  we in turn received a very VAGUE repair estimate from "s shop he knows"  that documented 41 hours of said repairs and $0.00 across the board for parts to which more than one of our professional found comical based on professional experience does not require the said labor hours and "parts needed" had to cost something , but we received the estimate with a grand total of $5,538.28 (see attached) unsaid repairs and unnamed parts, to which we simply could not work with and honor, we in turn requested an actual breakdown so that our trusted teams of professionals can validate, at first we got a response of "you call and request it" but received days later and now with an increased total and was now $5,939.41 (see attached) an increase of $401.13 should we assume this trusty shop charged that $401.13 to re-write the estimate or is it their fee to offer the breakdown of charges? 
  
  Mr.***** was also offered and has a 90-day or 3000-mile warranty that was given through a third-party warranty as a promotion on all vehicles we sell,that he could potentially take advantage of (Attached) 
  
  Sure the process was prolonged to part missing information and inadequate staffing in the absence of the associate in the position handling the complaint, though Mr.***** was kept in close contact and there was always an open communication between him and the sales team Instead, Mr.close chose the turn to the abhorrent route after personally attacking one of our associates via email, targeting her inability to fulfill her work due to being medically incapable , targeting her character and work ethic, even going as far as comparing her abilities and/inabilities to his late wife stating his wife also had cancer but did her work completely insensitive to the fact that each individual is different, Mr.***** even accused our associate of being an "owner" of the business addressing her in her full *** name in a personal yet malicious attack, once Mr.***** CHOSE not to give our associate the same ***** he was given as someone who was going "through something" in his case a loss , he also made multiple threats to acquire an attorney ( as it is his right) and has stated he had filed formal complaints with the dealer board and the attorney general's office, at that point management decided that not only was he not deserving of ***** he could not offer in return, management decided that we would proceed to communicate with his attorney and that we would now communicate directly with the said parties directly and will no longer communicate with him ( as we are doing here and now) . 
  
   
  
  I tried to offer the full scope as best I could. Please let me know should you have any further questions. 
  
   
  
  Operations Team
  
   
  
   SUPPORTING DOCUMENTS ATTACHED 

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good morning,

  I am going to respond with the facts as I know them in an effort to resolve this matter.
  
  There are two safety issues with this vehicle that was not disclosed to me prior to purchase.
  
  1. Transmission
  
  Immediately upon arrival, it was clear the transmission had a serious issue that caused me concern for my safety. I contacted Musa the salesperson about this concern via text message and phone conversation.
  
  I found out after speaking with the previous owner that the transmission was failing and needed repair or replacement.
  
  This was also evident after receiving the history records from the **** Dealership where the previous owner gave them permission to release the records to me. The service records clearly state the transmission needs repair or replacing. I was told directly from the service advisor at that **** Service Center familiar with this vehicle that this is a major issue and a safety concern.
  
  2. Windshield
  
  On September 13 at 8:40am I sent a text message to Musa the salesperson regarding the crack in the windshield. (See attached screenshot of text message)
  
  As I mentioned in my initial letter, the two 8-1/2 x 11 window stickers attached by M and B Auto Group showing information on the vehicle was hindering the view of the crack so it wasnt noticed right away. I was also more concerned about the transmission at that time.
  
  The claim that I didnt mention the windshield damage until TWO MONTHS POST PURCHASE! is incorrect.
  
  In addition, the previous owner told me the windshield became cracked while driving to the beach in July 2024, which proves the windshield was damaged prior to me purchasing the vehicle.
  
  This is also a safety concern as the windshield is compromised and should have been reported on the ******** Safety Inspection Report.
  
  Regarding the transmission repair estimate; I simply forwarded the estimate provided by the repair shop. When M and ****** requested a new estimate with a parts break-down, the repair shop provided one. I also asked the repair shop why the price was higher than the original estimate, and the reply was that they repair so many of these 10R80 transmissions they know by the service bulletins provided directly from the ****************** which parts are failing and need replacing, and also by their experience. I was told they will still honor the original estimate price of $5,200 (plus shop fees and tax),it just worked out more expensive by adding the part break-down. And that is why I mentioned to M and B Auto to contact the repair shop directly with any other questions because I know nothing about transmissions and I am just passing the information along.

  I would also like to emphasize again that I never "declined" any offer that was made or suggested by either party as I considered every option carefully. Why would anyone want to spend another $4,000 - $6,000 more to repair a newly purchased vehicle with close to ******* miles on it that was bought at full asking price plus an extra $949 Processing Fee plus $500 transportation fee, rather than just sending it back for a refund? My suggestion to keep the vehicle if agreed to share the repair cost was a compromise so both parties could walk away satisfied.
  
  All of this back and forth could have been avoided if someone from M and B Auto would have simply returned my phone calls and text messages asking for someone to please call me with an update to the resolution.
  
  As I mentioned in my last email to *****, emails can easily be taken out of context, as I can clearly see that mine were. I would never say hurtful things to anyone with a medical condition intentionally as ***** stated in her response letter. My email was clearly misinterpreted, and my use of words may not have been correctly articulated, and for that I sincerely apologize.
  
  I am retired and a grandpa. I would rather not have this aggravation in my life. All I wanted was a vehicle that I could safely get around in and to take my grandkids to the park and pick them up from school now and then.
  
  Please, let us resolve this so we can all move on
  
  All I am asking is for assistance in repairing the transmission $2,600, and $1,150 to replace the windshield. Or, to return the vehicle for a refund.
  
  Thank you,
  
  ******* Close
  
  
  
  
  

  Business Response

  Date: 11/14/2024

  Hi there , 

  That text message (not sent in prior correspondence as it was listed under "**** ****" ) still came several days post delivery. Including October 22nd (see attached) also please see attached Phots of every possible angle we could that there was NOT an cracks prior to shipping.

  The vehicle Passed a VA Safety Inspection that we DO NOT perform ourselves, and each state has its own standards , we do not have knowledge of the alleged issues from the "previous owner" as we do not stalk nor harass previous owners when we acquire any vehicle regardless of where it is purchase or from whom. 

  Mr.Close can use the 90 Day 3000 mile warranty that we have given him with the paid for, for exactly these unforeseen issues as they are USED VEHILCES! Mr.Close will not make any demands on his own terms, as our signed legally binding paperwork says the vehicle is sold "as is" and it is the consumers responsibility to make sure they know what they are buying , in the same text message Mr.Close is attaching you may also find the conversation where he was offered a Pre Purchase Inspection , and I am certain it was offered on his live call.

  Mr. Close was offered a service contract upgrade that he wanted M&B to cover the full cost to which he took weeks to decide on and at that point not only was the ***** period over management was getting pretty impatient  with his indecisiveness and at that point still declined to return the vehicle 

  Mr.Close was offer to return the vehicle to which he declined said he wanted to keep. (attached conversations) 

  We made every attempt to help Mr.Close clearly , sympathizing with his state of grief at the time losing his wife , and we made attempts to offer him what we would not offer typically when we sell any vehicle "as is"  Mr.Close wanted the moon and the stars and his own rocket ship , Afterall we are a business and we want nothing short of a happy customer , but we are also not naive to the fact that we cant please everyone and we are not for everyone , and Mr.Close made that clear with his threats of speaking with an attorney (AS IT HIS EVERY RIGHT)  and slander of our employee and again it was a business decision that we simply know isn't good for business, it was taking a toll on more than one employee and with retention being at an all time low everywhere it was important that our employees were no longer subjected to his behavior ,we win some and we lose some , but we sure do move on and this is us now moving on. 

   

  Operations.

   

  Customer Answer

  Date: 11/18/2024

  Good evening,

  I have reviewed the response made by * and B Auto Group in reference to complaint ID ********, and have determined that this response does not
  resolve my complaint.

  The accusation made by * and B Auto was that The windshield was not brought to our team's attention but TWO *ONTHS POST PURCHASE!.  I showed in my response that it was brought to their attention early morning of 9/13 via my text message to the salesperson.Thats only two days, not two months. (Attached is a screenshot of the text message)

  Also attached is one of the pictures of the vehicle originally uploaded by * and B Auto Group that actually shows the crack in the windshield. I have attached a similar picture that clearly shows the crack in the same location.

  * and B Auto stated that the vehicle Passed a VA Safety Inspection that we DO NOT perform ourselves. While it may be true that * and ****** does not safety inspect the vehicles at their location, it is performed by ******************* which is owned by the same company (B&* Partners, LLC)that owns M and B Auto Group. If this vehicle was properly and thoroughly inspected, it would not have passed, based on the discussions we had with the VA Inspections Office.

  * and B Auto is accusing me of delaying my response when it was their representative ***** who didnt call me back for 28 days after she told me they would take care of half of the transmission repair cost. And here I thought I was doing everyone a favor by suggesting to keep the vehicle while still having to dish out another $3k+ for the transmission repair.

  It appears that when * and ***************** was informed about the windshield issue from one of my emails, which I would have thought the salesperson told them about on 9/13, that was the straw that broke the camels back. Probably thinking/assuming that I was making it up, but all the while I was trying to work with the transport company (and their insurance agencies) because I was under the assumption,based on a text from the * and B Auto salesperson, that the windshield cracked during transport. Until I was informed by the previous owner that the windshield was previously damaged in July.

  The accusation that I stalked and harassed the previous owner is absurd. The previous owner actually went out of her way on several occasions to provide me with detailed information about the transmission and windshield issues, and even contacted me on her own to ask how things are going with this situation. So again, their accusations are false.

  Regarding the ******************** contract upgrade that * and B Auto mentioned as an option; it would have been a viable solution if * and ****** would have offered it at no charge, but the fact is, they wanted to charge me an additional $2,795 for it!  And if you read the text message attachments carefully sent by * and B Auto, you will see that the salesperson is making his own assumptions whether or not I declined any of the offered options.

  And to clarify, the warranty provided with the sale of the vehicle only covers $1,250 with a $100 deductible, and thats only if they authorize the repair, which most of these warranty companies find a way not to pay it.

  If * and B Auto truly meant to help in this situation, they wouldnt have delayed *************************************** and would have settled this matter by paying the transmission repair center the $2,600 that they promised to pay.

  It is clear that the response from * and B Auto gives no indication of resolving these issues but chooses to attack my rights to investigate and question the reason why they sold me a $31k vehicle with a known faulty and unsafe transmission and a cracked windshield.

  I have never experienced anything like this situation before.The communication between me, the salesperson, and * and ***************** was a process that took far too much time. I would communicate to the salesperson,then he would have to relay it to management, then management would have to discuss it and reply back to the salesperson, and then finally back to me. I asked repeatedly to speak directly to management. And this is why we are in this situation today.

  I am only asking for M and B Auto Group to stand by their promise to pay for half the transmission repair cost and also help with the cracked windshield. This is not in any way a demand on my terms. It is simply a compromise to a delicate situation that I believe stemmed from the misinterpretation of text and email correspondence, which I apologize.

  Thank you.
  
  
  
  
  

  Business Response

  Date: 11/19/2024

  Not once were his "rights" ever denied!  No one ever once questions Mr.Close's  " investigation"  as vehicle history is public knowledge and anyone with internet access and a credit or debit card has access to a Carfax or other history reports, to be truthful as part of a good business practice you were given a call back but to assume that we will drop our every customer and put our personal lives on hold to cater to Mr.Close a documented 335 text message threads proves otherwise, Mr.Close makes constant mention of our employee at this point it seems to be personal and she has every right to feel attacked if not harassed . We maintain that we are moving on! as per our legally binding signed documents the vehicle was sold "as is" , he was given a warranty/service contact that he can take full advantage of, we have given enough ***** at this point , we have no written agreement that states we owe Mr.Close anything , we actually have a we owe "nothing" agreement which was included in our last response.

  Thank you very much 

  Operations 

  Customer Answer

  Date: 11/19/2024

  Good evening,

  It is clear that M and B Auto Group is not addressing the facts in this complaint but continue to speak more on their interpretation of email and text correspondence between myself and the salesperson who became an in-between for management and with ***** the companies mediator who never called me back after her initial phone call telling me that M and B Auto would pay half of the transmission repair cost which was also repeated in a text message from the salesperson.

  I dont understand why is it so difficult for management of M and B Auto to simply pick up the phone and call me (as their customer) if they really truly cared about the issues Ive experienced and the vehicles they sell as saying and doing are two different things.

  I have replied with respect and included attachment documents and photos to validate my case and the facts. M and B Auto Group now refuses to pay half the transmission repair cost as they promised, and completely ignores the fact that the vehicle they sold me was delivered with a cracked windshield.

  Non-disclosure of these vehicle safety issues warrants investigation and that is what I have done. I have proven my claim with documents from ****** ******************* where they clearly state that the vehicle was in need of major transmission repair or replacement, as well as testimony from the previous owner for both the transmission issue and the windshield crack.

  I think most people would have been hysterical in this situation. I have never used profanities or purposely meant to personally attack anyone. I just wanted to get this matter resolved in a timely manner. I apologized for not always articulating my words properly, but never did I receive that same courtesy.

  After all that has transpired, I continue to remain open to resolve this matter amicably.

  Thank you.
  
  
  
  

• Initial Complaint

  Date:07/02/2024

  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.

  Purchased a 2013 *** X3 in June of 2024 from this dealership.I live in **. I had pictures and several videos of the car to evaluate the **** The salesman told me mechanics thoroughly go through all their vehicles before they got on the lot. They also confirmed car was a no pet and non smoker car.I paid a 3rd party to deliver the car to my home. The car arrived and smelled badly of cigarette smoke. The car had two indicator lights including check engine light when it arrived plus the tail lights are not working. This was not the disclosed condition of the car. I called a week long trying to get this resolved. They act like they are evaluating the situation and then delay tactics and no call backs hoping the customer quits calling. I sent photos of all the issues and filled out their post sales disclosure form. I am going to have to pay to get this issues fixed from the arrival condition. I am looking for their dealership to reimburse these costs. They are a dishonest dealership and extremely poor customer service dealership. Zero action on their part with no attempts to correct the problem with ample opportunity to reach out to me and resolve. They simply ignore the situation. I am asking for the attached repair costs which are attached for $514

  Business Response

  Date: 08/19/2024

  I have contacted *************************** and offered to repair his vehicle at our local shop. Regrettably, ****************** has declined our offer. We have attempted to contact him several times since then without success. Our local repair facility called ****************** to schedule an appointment, but he was not interested. They called him again, but he did not return their call. We offered to pay for the repairs if he would bring his vehicle to the shop, but he declined to bring the vehicle.

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***********************
  
  Everything the sales group said is a complete lie.

   

  no one offered any resolution 

  no one every called

   

  i called them over 10 times and no one returned call

   

   

  
  
  
  

  
  

  Business Response

  Date: 09/01/2024

  I understand that you are concerned about bringing your vehicle to our facility for inspection and repair. However, we value our reputation and want to ensure your satisfaction with the outcome. If you are willing to reconsider, any member of our staff can connect you with our service department. We look forward to hearing from you.

• Initial Complaint

  Date:05/20/2024

  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.

  The title was defaced and it could not be used by the lean holder. So the title is only $15 to be replaced by D. MV in ********, however, the car dealership is refusing to actually issue a new duplicate title. So that way the car can be registered. In fact, it was quoted for almost $700 to have a new title which is a duplicate issued. I need the car dealership to actually duplicate the title so it can be registered. Without fraudulent fees

  Business Response

  Date: 05/21/2024

  I apologize for the inconvenience you are experiencing with the certificate of ownership for your vehicle. We sent you the certificate of ownership and all the necessary paperwork to register the vehicle. Unfortunately, it appears you have Nullified  the certificate of ownership, by trying to remove the co-buyer ( please see attachment #2)  that is something we can't comply nor accept pursuant To VA CODE 46.2-605. Altering or forging certificate of title, salvage/nonrepairable certificate, or registration card; penalty.
  Any person who (i) with fraudulent intent alters any certificate of title, salvage/nonrepairable certificate, or registration card issued by the Department or by any other state, (ii) with fraudulent intent, makes a false statement on any application for a certificate of title, salvage/nonrepairable certificate, or registration card issued by the Department or any other state, (iii) forges or counterfeits any certificate of title, salvage/nonrepairable certificate, or registration card purporting to have been issued by the Department under the provisions of this title or by any other state under a similar law or laws or, with fraudulent intent, alters or falsifies, or forges any assignment of title, or salvage/nonrepairable certificate, (iv) holds or uses any certificate, registration card, or assignment, knowing the same to have been altered, forged, or falsified, shall be guilty of a Class 6 felony.
  It shall be unlawful for any person to conspire with any other person to violate the provisions of this section.
  Code 1950, *****; 1958, c. 541, 46.1-85; 1986, c. 490; 1989, c. 727; 1996, cc. 591, 917.
  The chapters of the acts of assembly referenced in the historical citation at the end of this section may not constitute a comprehensive list of such chapters and may exclude chapters whose provisions have expired.

  We have evidence that the title was sent and received  by the customer, as shown in Attachment 1. The customer also called our dealership several times asking for a tags extension because they want to register the car in another state. We refused because that is something we cannot help with. VA Law does not permit dealer to issue 2nd set, Nor extend the temporary registration, once a negotiable has been received by the purchaser. We received a call from the buyer asking for new paperwork without the co-buyer's name because she does not want him to be on the paperwork. We tried to explain to her that we cannot remove a legal buyer from the paperwork without his permission. After that, the customer claimed that she never received the title, which was the evidence suggest otherwise, see  Attachment #2.  with an abundance of clarification to the customer and her "representative," who did not identify herself and was only listening in on the phone, the customer admitted that she has the title on hand but defaced. We will always be happy to help and support our "honest customers" no matter how difficult the situation is. We offered our service to request a duplicate and correct her title, however these are the costs to do so:

   processing fees of $949 plus the cost of shipping. The payment can be made only by a certified method.
  

• Initial Complaint

  Date:04/17/2024

  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.

  April 8th, 2024 $19261.91 + $570.00 delivery I purchased this car on the agreement it had a warranty. ***** stated that it did not so I stated to him that I would not purchase without warranty. He said he would see what he could do. He came back stating that he got me a 90 day 4500 mile warranty. So I agreed to purchase vehicle. I received the vehicle on April 13th, 2024 from a delivery company that I paid for. Upon starting the vehicle the check engine light was on and it shifted and ran poorly, bad enough that it cant be driven. So I called ***** back and told him and also *** the sales person. ***** instructed me to call the warranty ********** ******** So I had to wait until Monday April 15Th, 2024 for ProGuard to Open. I called them and they stated that I wasnt in their system and to email them the warranty contract. I emailed it to them and they came back and said that I dont have a warranty with them and there is nothing they can do. I called dealership back and was told that "management" would take care of all this. Three days later and nobody has attempted to let me know whats going on. I tried calling the dealership but was told by *** that she was instructed not to talk to me. I want a refund of all my monies including the $1000 down payment and the $570 delivery fee. This dealership is the most unprofessional business ive EVER dealt with. I want this done so I can get on with my life. Im a disabled veteran and this is very bad for my diagnosis. I have the warranty paperwork but the file is to large to upload.

  Business Response

  Date: 05/02/2024

  To Whom it may concern;

  before the car was shipped we arranged for 2 virtual live videos for customer to view car and test drive while on live video, there was no lights on when transportation company picked up the car, when customer reached out to us with concern we offered to have it taken to a Repair facility we use locally he stated that was not happening he stated he already had taken vehicle to a repair facility and the warranty was active, we did provide a 90 day warranty with the vehicle  

  Customer Answer

  Date: 05/02/2024

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

  Customer Answer

  Date: 05/02/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I did do a virtual tour of the car but only once, not twice as indicated by M&B Autogroup / B&M Partners LLC. As far as them telling me to take it to their local shop I did decline because its located in ** and I live in **. That's ridiculous. So I would have to pay and have it shipped back down there because the car is not drivable and then pay and have it shipped back. So that's $1500 in shipping costs. That should not be up to me to cover that cost! Oh and im still waiting for that phone call that was promised to me from M&B's upper "management". Communication has been shut down by anyone working at M&B Autogroup / B&M Partners LLC and no one will allow me to speak to anyone there. This is a complete nightmare!!  Also when i called the warranty company, they said my warranty was denied!! I have documentation that I signed stating I had warranty when I placed the call to Proguard!. Since the initial complaint I've found numerous more issues with the *** that I purchased. Is there a lemon law in the state of ********? Also the check engine light was ON when I received the car. So im not sure what M&B is playing at. This car is complete junk! The tires don't even match. Every tire is a different brand with different tread pattern. If a person has to go that deep in detail to look and see if the tires match then there is serious lack of quality control at the business where that person bought it from. BUYERS BEWARE of M&B Auto group!!! Dealership is a scam!! I also haven't received any plates, registration etc. that I paid for through the loan. I see that was a previous complaint by another dissatisfied customer that was placed here on ********************. I said before there has been no outreach or attempt by M&B Autogroup / B&M Partners LLC to make this right (except for the ridiculous request to have their local "shop" look at it, which is probably owned by the same people or person that owns M&B Autogroup / B&M Partners LLC). 
  Regards,
  
  *************************
  
  
  
  
  

  Business Response

  Date: 05/08/2024

  We appreciate you taking the time to share your concerns, and we want to address each point you've raised regarding your recent vehicle purchase from M and B Auto Group.
  We understand your frustration regarding the distance between ************ and ********. We offered to cover repair costs if you brought the car to our facility for inspection and potential repairs. However, we respect your decision if the distance poses a significant inconvenience, but we can't send a technician to PA to diagnose the vehicle.
  Regarding the check engine light with error code P0420, we acknowledge that this is related to emissions components. Unfortunately, as the *** warranty has expired, these repairs would not be covered under manufacturer warranty.
  We want to clarify the accident history of the vehicle. The accident was disclosed in the Carfax report, which you signed during the purchase process. Transparency is essential to us, and we ensure that our customers are informed about any vehicle history before making a purchase.
  Our technician performed a thorough scan of the vehicle's systems, including the transmission. No error codes related to the transmission were detected during the diagnostic process. We stand by the quality of our inspections and strive to provide accurate assessments of our vehicles.
  We understand that multiple codes were detected during the scan. These codes could indicate various issues, ranging from transmission issues to minor discrepancies such as a missing phone from the cabin. As mentioned previously, we are willing to address and remedy any issues found during inspection to ensure your satisfaction with the vehicle.
  It is essential to us to find a resolution that aligns with both parties' interests. However, it appears that we have reached an impasse in our attempts to work together toward a mutually agreeable solution. We regret that we have been unable to find common ground and resolve this matter to your satisfaction.
  We remain open to further discussion and are committed to finding a resolution that meets your needs. Please feel free to reach out to us if you would like to revisit potential solutions or discuss any additional concerns you may have.
  Sincerely, M&B AUTO GROUP

  Customer Answer

  Date: 05/14/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately your lack of help isn't just getting swept under the rug. I've called numerous times to resolve this and every time I'm told that someone will call me back from M&B Autogroup and not once has anyone returned my call concerning the **** As far as sending a technician up to ************, well that's on you, not me. I'm missing parts on the car that weren't installed (missing) and require to be installed for safety reasons and *** has specified that the car not be operated without it. So you sold me a car that is unsafe and undrivable specified by the manufacturers recommendations. Plus all the other problems that were apparent when the car was delivered. Please stand by your company and do what's right. Im only asking that you fix the car so I can drive it safely. Under no circumstance should this car have been sold to the public. Its unsafe!     
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  Date:12/04/2023

  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.

  On June 23, 2023 $1000 was paid as a deposit for the financed purchase of a 2012 freightliner sprinter 250 van with ******* miles. *** vehicle was initially test driven a few miles by me but needed to be further mechanically inspected before purchase was finalized. This dealership is over 100 miles away from where I live and I was to return in a couple weeks to bring the remainder of the down payment and do a more thorough professional inspection of the vehicle and finalize the purchase. I procured the remainder of the down payment in the form of a cashiers check from my bank for the amount of $6500 (a total of $7500 total down payment) and contacted the business to arrange an adequate mechanical inspection and finalize the purchase. *** business would not permit me to perform an adequate mechanical inspection stating they didn't want to put mileage on their vehicles and stated that they thought a 2 to 3 mile test drive should have been sufficient. I also received a letter from them about this time stating "Notice of adverse action" saying that I was "denied credit or offered credit on terms different from what I had originally applied for". In early August I sent a certified letter officially requesting a refund to the original payment method (Debit Card ****) if possible or by other means. That letter was delivered August 11, 2023 and I have heard absolutely nothing back from them. I have successfully filed a charge back case 12-04-2023 through my debit card issuer but it has not been processed yet. *** remedy I am seeking is immediate refund of the $1000 that I paid towards a vehicle that they would not allow me to professionally adequately mechanically inspect and "did not want to sell me" according to the email I received Mon, Jul 10, 2023 from the operations manager at M and B Auto Group. If I do receive a full immediate refund I will cancel the chargeback and BBB claim and agree to not leave negative reviews in any forum.

  Business Response

  Date: 12/06/2023

  On June 23rd, ****************** did come in and test drive the said 2012 freightliner sprinter 250 van with ******* miles, *** vehicle was fairly test driven on one of our designated test drive routes, that is give or take **** miles back and forth depending on the route chosen , as these are already used vehicles some with higher ***** than others we simply cannot allow for customers to joy ride for hours on end, ****************** was not denied and as with all our customers he was encouraged to a PPI (Pre Purchase Inspection) inspect it before he buys it by a professional , as we offer this to all any any customer for their peace of mind. 

  
  Unfortunately,we were 100 miles or so away from the customers residence however when a customer makes the decision to visit our lot, they are CHOOSING to do so as we may have what they are looking for we cannot be burdened with the distance and time it takes to get here as we did not force the customer to choose our lot or our vehicle, that is a decision that each individual will leave to their sole discretion. 

  
  ****************** was deciding to finance the vehicle and as we are not an owner finance dealer,we use banks and credit unions, based on his Credit the bank decided on his down payment not the dealership. and to this ****************** was Okay with and decided that the terms set by the bank are suitable for his financial dynamics and chose to proceed with the purchase. (However, a later email proved otherwise)

  
  Fast-forwarding to the end date 07/07/2023 ****************** decided he no longer wanted to make a purchase as his "current finance situations could not support the purchase", which is his right, However he has a copy of his SIGNED docs.

  
  ***n later on 07/10/2023 ****************** decided to send a rather colorful email proving that all the previous excuses were lies and he was not sure what he wanted. (see attahced email thread)

  
  *** statement ****************** made about " not allowing him to perform adequate mechanical inspection" is FLASE all customers are welcome to inspect the vehicle, however we do require that intense mechanical inspections are done by a professional to which we had agree per our PPI policy as we simply cannot just let any random *** dismantling our vehicle and potentially mishandling them and we are left with the burden of any potential malfunction or repair.

  
  His DEMANDS were  (while waving his check as some kind of bargaining token)
  1- 30 warranty for free as we do not offer them, they can be purchase through a third party
  2-He asked for the "inspection" to which you would see in the attached email we agreed to and not denied as he says,
  3-3e wanted a few DAYS with the vehicle before purchasing, that is not something we offer
  4-He wanted to leave his property on our lot to which we do not allow nor can we assume the responsibility
  5-Wanted us to be responsible for his ************** inspection which we have no jurisdiction we are a ******* dealer . (All in attached email) 
  *** letter of "Adverse action" is A LEGAL NOTICE mandated by law when one or more of the banks we are contracted with deny the customer/borrower credit /loan. 
  6- Mafe an unacceptable offer on the unit as cannot negotiate contracts after they have been processed by a bank
  7- Demanded we change the legal documents to better suit his wants to which we cannot alter any signed documents as they are now legally binding 
  8-***n demanding the refund of his deposit to which he has legally binding signed documents.
  9- Threaten a civil action as his " New Hobby" (which is his right) 

  
  Our policy for deposits and hold of any vehicle is 5 calendar days and a minimum of $500 however , it would be none refunded if the customer changed their mind , as it is costing us missed potential business for 5 days as we are pulling it off the website and the lot from further advertisement and potential sales, this he understood, and asked for an exception , he was given an exception of 14 days with the $1000 deposit because he needed more than 5 days to come up with the rest of his deposit , against our better judgment we agreed and contracted the deposit ( see attached) 
  
  In August we received a rather hostile written letter from ******************, with all kinds of threats, to charge back his purchase, to leave us negative reviews on social platforms, to file complaints, to which this time offered no response 
  Not sure if this all was a bade case of "buyers remorse" or "entitlement"either way his claims are FLASE and my proof is well documented 
  ******************* chargeback is a fraudulent claim as we have his signature, his card and his SIGNED agreement on file, which can and will lead to a fraud action by his banking institution and with the dealership with his signed documents and his correspondences that prove the legitimacy of the transaction. Hope this sum is up please let me know if you have any further questions
  
  

   

   

   

   

• Initial Complaint

  Date:09/24/2023

  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.

  (8/29/23) I went in to purchase a vehicle from M and B Auto Group in Bealton VA, and after receiving some disparaging customer service, I decided to not to do business with this dealership.As I was leaving, the manager ****** informed me they could deliver my car when my check arrived in the mail - which was set to arrive two days later on Thursday the 31st; I asked if my car would arrive that day and she confirmed that it would once they got the check and it cleared. (8/30/23) Upon receiving the check I was told I could pickup the car; however, I reminded them of the deal and it was then they informed me that it could take 2-3 business days to clear and I wouldn't get my car until then. I asked to speak to ****** for clarification, and she stated she never promised Thursday - only when the check clears. I stated that wasn't what was promised and asked to void the deal since I did not have my car, and they did not cash the check. She refused but affirmed I would get my car by Saturday, 9/2/23.(9/2/23) Apart from a brief conversation with ***** the salesman, I did not hear from them despite numerous attempts of me calling, etc. up until 3pm that afternoon; ***** stated they couldn't deliver the car and I could either wait or come get it. Because of the extensive inconvenience, I asked what my compensation would be if I got the car myself, and he said he would call me back. He did not. (9/5/23) - Still no car, and I receive a call asking if I was retrieving the car or awaiting delivery. I once again ask to back out of this deal, since they faltered on the agreement on two occasions. Again, ***** said he would call back but to no avail.(9/6/23) The car arrives at ~2:20pm, but it has an additional 200+ miles added to the odometer from when I saw it at the dealership. I inquired about this, and ***** insists the car never left the lot. I informed him that the Buyer's Order mileage was 90,127mi, and upon delivery, 90,365mi.I have all supporting documentation.

  Business Response

  Date: 10/02/2023

  Tell us why here...On Tuesday, August 29th 

   

  Mr.******** did pay us a visit to test drive our 2010 ***** CRV, Though his intentions were to purchase a vehicle he did not come in prepared with any payment and chose to opt out of financing which essentially would be a process of purchase and then ownership. As with any transaction whether it is food or beverage or articles of clothing and so on payment is typically rendered in return for the item intended for purchase as it is a sale transaction and not a service, Mr.******** was very unsettled and could not understand why he had to purchase and pay for the vehicle before he can take it home.
  He proceeded to ask to "borrow" the vehicle to make a run to his bank at the time was said to be in Fredericksburg
  
  
  He did not offer a $500, he was asked as any other customer would be who is leaving the lot if he would like to place a security deposit to hold the car as we cannot guarantee not selling it to someone else in the event he left and someone else would potentially be interested in it, the deposit will hold the vehicle from being sold to someone else until he can figure out payment, to which he declined and said he feels he would be "cheated" we told him it is the only way to hold the vehicle and it will be added to his overall purchase, to which he proceeded to decline. 
  
  
  Mr.******** had who he introduced as his ******* with him, who was his ride to the dealership but was on a "time crunch" and could not offer him a ride to Fredericksburg to get his check. ********************* began to display his anger and frustration about why a dealership wouldn't simply let him "borrow a car ", as he again began to express how he is on his" *****'s time" completely neglecting the value of our team time as well. We understand that he felt that the drive time to get his check cost him time and gas, however, that is respectfully his own problem if he had not calculated the logistics of the transaction, planning and factoring time and energy needed to complete his transaction.
  
  
  He began the back and forth attempting to convince my team "It is only a few hours " he would need to borrow a car and he would be back Our team continued to explain to him that it was against protocol, and they could not make the exception.
  
  
  ***** is our finance manager, **** attempted to explain to him in front of my office with my door wide open, that the issue on hand was not an issue at all if he was ready to make his purchase and explained to him that his lack of payment was the problem not being able to send him home with the vehicle which he was right, we would not possibly send someone home with a car they did not pay for, he began to tantrum, and was very short with my team, telling them there was more they can do and that they can just let him take the car and he will be back, and was still insisting on borrowing the vehicle, meanwhile the ***************** in law" was sitting in our lounge area displaying no sense of urgency to leave not once expressing he was on any time crunch, Mr.******** had every intention of being confrontational/
  
  
  at that point he said  "Right as we were leaving, I shook hands and thanked their team" he said "Well this is BS I guess I will not be buying the car" and proceeded towards the door went down grabbed his ****** and once again headed to the door" **** still standing in front of my office, **** called me over there was no urgency in my approach as I personally felt that my team have entertained him enough and the sooner he was gone the sooner my team can get back to attending to other potential customers after being called over by **** and he asked me hey is there anything we can do to help ***************** stepped out and introduced myself and asked THE CUSTOMER (though I heard it all ) what the issue was and how I can help, he told me he wanted to borrow a car for two hours and my team would not let him I said it not something we can do and explained yet again why. 
  I told him the only resolution for his dilemma I could help with was offering Free shipping to his home address After payment is received funds are sent to our back office and the sales/Ownership documents are completed and signed, he was happy with this resolution and I began to explain to him the process of waiting for the check, confirming the check and properly recording any lienholders, to which to me at the time he understood the whole process and the concept of if you pay for the vehicle you can have the vehicle, as he decline the security deposit there was no collateral in place to allow him to have the vehicle.
  
  
  Mr.******** was told by me and I explained it twice, that shipped vehicles will be dispatched within ***** hours for shipping after all ownership docs are signed by both parties (customer and dealership) and that we do not have a transporter of our own we use third-party agencies, again to which he seemed to fully comprehend at the time, as I did ask if he understood the process and if he had any questions, he said he understood and was happy or at least seemed to be.
  As he stated he was well aware and understood that the check needed to be received and cleared and he was okay with it 
  
  
  Fast forward to the check being received, I called him and told him we have the check and once cleared as I explained to him he will have his car in ***** hours after the fact, however, to keep in mind we use third-party agencies, some of which do not operate on a weekend in the event it falls on a weekend, again he confirmed his understanding,, he later called me fussing about how I never said ***** hours and that I said the same day, On a recorded line per telephone conversation (to which I can find and forward), there was no "flippant manner" Yes I did offer him to ask admin to rewind surveillance to prove to him was said in the conversation to which I see nothing wrong with proving the facts. He again got really short and said "do you mean I will not get the car until next week" I responded "I do not think it would be next week There is a possibility it will be transported this week as I do not know what the schedules of the third party companies look like, it is a platform we post our shipping vehicles on and we wait to find a match" he again seemed to understand this and said "ok thank you" and hung up.
  
  
  We have a dealer peak platform to which all calls, texts email interactions are recorded with the customer he reached out with one single text to which a phone call was made in reply (see attached)
  Mr.******** was NOT promised any dates or times as nothing in this life is guaranteed except for death, I personally know better than making and completely refrain from any promises or guarantees that I will personally not deliver myself and once that I do not personally have control over this is just the way I personally operate, I do not give any false notions or false hope more specifically when I could be held accountable for not following through.
  
  
  Mr.********'s mother had called in, It is our protocol here to not discuss any customer profile, and not answer any questions unless it is the owner of the account or prior consent in writing to the dealership to talk to someone else.
  **** took her call and Asked to verify who he was speaking to and explained the protocol to her to which she began to be confrontational and rude to ****, She began waving the "legal" and "lawyer" cards and flags to which yes I acknowledge **** did tell her " you have every right to seek legal counsel and have your attorney contact ours" as my team is instructed once anyone becomes confrontational, remain calm and professional and if a customer wants to seek legal action, stop any further exchange and tell them they have the right to do whatever they feel necessary, to which he did.
  
  
  In any complaint or confrontation and disagreement there will be THREE sides to every story: My side, His side, and the truth. 
  There will be missing facts and responses are not going to possibly be remembered word for word. That being said, this gentleman was hostile and short with our team and was most of all entitled, I am sorry you could potentially have a variety of opinions but No one is especially not a dealership going to give out cars for folks to borrow, otherwise it would not be called car sales. I am sorry that he was without means of transportation, but that was not in any shape or form any of our faults, as much as his lack of planning and self-entitlement.
  
  
  I am always available for any follow-up questions at any time, please feel free to reach out at any time ************
  As it is an unfortunate situation is is always a pleasure connection with you

  Customer Answer

  Date: 10/08/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This business has continued to disappoint me time and time again, once more they couldn't be bothered to spell my name correctly nor did they address the fact my car came with over 200 extra mileage when I received it. I can fully see the lack of accountability on their side and know they will never admit fault and only blame the customers with whom they have lied and deceived.
  
  Regards,
  
  *********************************
  
  
  
  
  

• Initial Complaint

  Date:07/06/2023

  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 was scammed. On February 15th 2023, I purchased a used 2009 ****** Venza, with an odometer reading of ****** mi, from a Dealership, called M and B Auto Group, for $17,919.05. When I purchased the car, they told me the car was in good condition and that the brakes were squeaking due to the rust from the car sitting. The CARFAX history listed a minor accident and normal maintenance on the car. After having the car for 4 months, on July 3rd 2023, the car stopped working and I could no longer drive it. I had it towed to a car repair shop, ***************************, and they stated that the car is undrivable because the rear differentials were gone. The car is now declared inoperable. I no longer have transportation. *************************** said that it will cost $3700 to fix the rear differentials. I called M and B Auto Group and spoke with ***** (the agent who sold me the car) today, July 6th 2023, asking them to fix the rear differentials. They said no. The car was sold As Is. To resolve this, my first preference is for them to take the car back and give me all of my money back; because I think that there are more major problems with the car than they said. Keep in mind, I paid close to $18000 for the car and it is no longer drivable. If that is not feasible, I would like them to fix the car and give me at least a 2-year extended warranty on any problems that are outside of the normal maintenance for the car.

  Customer Answer

  Date: 08/04/2023

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by M and B Auto Group regarding complaint ID ********.
  
  Regards,
  
  *****************************
  

  Business Response

  Date: 02/06/2024

   

  Case# ******** (*****************************) 

   

  On 2/11/2023 is when ******************** came in to test drive the 2009 ****** Venza , she test drove it along with her partner, she liked the vehicle, However at that time she was not ready to purchase and did not make a purchase as they "need t think about it" which is rightfully their decision, per notes on the customer profile ******************** called the dealership 2/13/2023 a few days later stating she test driven the vehicle and they have thought about it and wanted to proceed with a deposit to hold the vehicle so it is not sold to anyone else until she can make her way back up to the dealership to finalize her purchase as she was also in the process of a move from ** to ********** **. As with all customers we fully disclose that we sell all vehicles "as is" without any warranty and that any customer can purchase a warranty through a third party should they choose to, to which ******************** has declined on multiple occasions. (File Name: ******** As Is) ******************** did purchase the vehicle on 2/15/20203 , After reviewing ************************ profile there are no notes indicating ******************** has any issues with her vehicle, there is a note from 3/4/2023 where she had called in our back office to update her registration address as she was nw a VA resident , then later there was a note on an outgoing call to ******************** on 3/28/2023 to once again confirm the address to which she has called into update as she was going to receive a check for the difference in registration fees between ** and VA at no point was there any feedback or complaints about any issues with her purchase/Vehicle, it was not until July 6th 2023 (FOUR MONTHS after purchase) did ******************** Reach out to our team stating she had some problems with the "rear differentials" on the vehicle demanding we give her $3700 and a two year warranty at no cost to her  or she will "seek legal action" we explained to Mrs.*************;that all vehicle are sold "As Is" per her signed legally binding contract, we cannot we held laibale for a repair or maintianc e to the vehicle a four months later (which she had np quote or work order to justify this claim) and that we simply could not offer her a warranty after four months of purchase with a pre exising codiotn that we cannot even confim, ****** it was not what she wanted to hear which brought on her comapliant to the BBB, attached you will a dated and time stamped Carfax Repoert (File Name: ***********************) that never documents Mrs.********* claim never putting the vehicle at the "Certified ****** dealer" repaor that supposedly costs $3700 , the vehcile was Registred and titled with no issues reported, the vehicle as of today has no record of being serviced, and we have not heard back from ******************** since that day in March, nor did we hear from her "legal team" .