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:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am livid with the experience I had at this dealership. A few years ago, I purchased a Mercedes E350 from them, and even then, the integration was a disaster, requiring ****, the owner, to intervene personally to resolve the issues. Fast forward to today, and Im regretting every moment of it. Last Thursday, ***** called me about an inquiry I made two months ago, asking if I was in the market for a new car. When he called, my credit had already been run at that time, but he still encouraged me to come in and continue discussions. I reviewed their website and found several vehicles of interest, and ***** told me to come in on Saturday, as he would be there all day. I made the trip, only to find out ***** had left early, wasting my time entirely. I am a firm believer in respecting people's time, and this was a blatant disregard for mine. To make matters worse, ******, the sales associate, started asking me redundant questions, many of which had already been answered. As if that wasnt enough, the general manager walked over and casually asked how many cars I was looking to buy, then inquired about my name and whether I had applied for credit. When I explained I had already applied two months ago and hadnt signed anything new, I was reassured that everything was fine. However, while looking at cars, I was shocked to discover that my credit had been run again without my authorization.I confronted ******, who acted surprised and claimed they would need to see what I could qualify for. This was completely unacceptable! I never consented to re-run my credit, especially when I hadnt even discussed financing options. The lack of professionalism and transparency is infuriating. They didnt even know if I was paying cash or had a purchase orderthere was no valid reason to run my credit in the first place. Im appalled at the pushiness, the lack of respect for my time, and the blatant violation of my privacy by running my credit without consent.

  Business Response

  Date: 03/07/2025

  Dear Better Business Bureau,

  
  We have reviewed the complaint regarding an experience at Carson Cars. We want to clarify that the customer had previously given us authorization to access their credit information when we sold and financed their current vehicle.

  The recent frustration arose when there was a misunderstanding about our representative, *****, being available due to him attending to another customer.

  
  We have since resolved the confusion, and ***** has personally followed up with the customer. The customer is satisfied with our response and plans to visit our dealership again to finalize a purchase.

  
  We appreciate the opportunity to address and resolve the concern raised, ensuring continued adherence to our standards of customer service and privacy.

  
  Thank you.
  Sincerely,
  **** Carson Owner, Carson Cars

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2003 Range Rover HSE with a warranty from Carson Cars on 01/03/2025. The Salesman stated their was nothing wrong with the vehicle. On 01/04/2025 it broke down, less than 24 hours after I bought it. The dealership towed the *********** to their shop. I received a courtesy loaner through the dealership. The dealerships shop called me on 02/11/2025 stating the warranty will not cover the repairs as it is a "pre-existing condition" and "had less than 90 miles driven on it" since I bought it. I called the dealership to see if we could come up with a solution to this situation. The dealership stated they would have the owner try and get the warranty to cover the repairs. When I received the courtesy loaner vehicle I noticed that the transmission was having issues shifting and had a check engine light on. When I brought this up to the dealership they said the loaner was checked out and was fine. On 02/20/2025 the loaner vehicle broke down on the side of the road at 11:00pm on my way home from work. On 02/21/2025 I called the dealership to inform them where the vehicle was and to see if they had another loaner as I had already told them the first one was having issues. The new loaner I received on 02/21/2025 now is having issues. At this point I feel like the dealership just cares about a quick sale and doesn't care about their customers.

  Business Response

  Date: 03/07/2025

  Dear Better Business Bureau,
  I am writing to provide an update on the situation referenced in the complaint filed by one of our valued customers regarding their 2003 Range Rover *** purchased at Carson Cars.
  Since the issue was brought to our attention, we have been in continuous contact with the customer to resolve the situation under the terms of the warranty/service contract. We understand the customer's frustration due to the delays, which are often inherent in such detailed warranty processes. We are working diligently to expedite the repair of the vehicle and ensure it meets our standards of quality and reliability.
  In the interim, the customer has been provided with a loaner vehicle to minimize inconvenience. We have addressed initial concerns with the first loaner vehicle, and we have since provided a replacement to ensure the customer's transportation needs are continuously met without further issues.
  We appreciate the customer's patience and the ********************* role in maintaining high standards of customer service and accountability. Please find my contact information below should you need further details or wish to discuss this matter directly.
  **** Carson
  Dealer ******************start="1338" data-end="1341">Carson Cars
  ********************************
  Office: ************
  Cell: ************
  Email: *******************************

  Customer Answer

  Date: 03/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  Date:11/12/2024

  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 traded in a vehicle to Carson Cars and they have since traded that vehicle to another dealer. That dealer (The Price Team Auto Sales Place in ********, **) had it towed off their lot as abandoned. I have proof that the vehicle was traded to Carson Cars from Carson Cars. The towing company is saying that I am responsible for the vehicle. Carson Cars is unwilling to retrieve the vehicle or even return my multiple calls to them. It's not my vehicle. According to the records I have, it's their vehicle. I have until November 19th to resolve this otherwise I'm responsible for the vehicle that is not mine.

  Business Response

  Date: 11/23/2024

  
  Thank you for notifying us about the complaint filed by Ms.***** **********
  
  We have not previously been contacted by Ms. ********* regarding the situation with the vehicle she traded into our dealership. We assure you that once a vehicle is traded in and subsequently sold or transferred to another dealer, the responsibility for that vehicle legally transfers to the new owner or dealership.
  
  For Ms. *********** case, we are more than willing to provide documentation confirming the date of the trade-in and the transfer of ownership which clearly indicates that Ms. ********* is no longer responsible for the vehicle post-trade. We believe this documentation will be vital in clarifying the situation with the towing company and any related parties.
  
  We kindly request Ms. ********* to forward any towing or impound documentation she has received to us at Carson Cars. We are committed to assisting her in resolving this issue with the towing company and ensuring that she is not held accountable for charges or claims related to a vehicle she no longer owns.
  
  Please let us know how best we can facilitate the communication of these documents and aid in resolving this matter swiftly.
  
  Thank you for your attention to this issue, and we look forward to your response.
  
  Sincerely,
  
  **** Carson

  Carson Cars Inc

  
  

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22547651
  
  I am rejecting this response because: they are incorrect that I have not been in contact with them about this. In fact, I have made multiple phone calls and even went in personally to speak with them about it and get a copy of the sale. At no point did I speak with **** Carson though. I only had spoken with multiple people over the phone and 2 women in the main office in person.
  
  **** Carson, the owner, has contacted me and we are hopefully going to resolve this. At this point, I would like to be reimbursed for the $630.02 that I had to pay out of my own pocket to resolve this on my own because I had a limited time and they were not responding. I had until November 19th, 2024. I had explained that when I went in.
  
  Sincerely,
  
  ***** *********

  Business Response

  Date: 01/15/2025

  Dear *****,
  We completely understand how receiving an impound notice for a vehicle you traded in might have been frustrating. We have and want to clarify the situation and address your concerns.
  When you traded in your vehicle with us, we took full responsibility for it and wholesaled it to another dealer. From that point forward, the vehicle passed out of your ownership and was no longer your responsibility. As discussed when you informed us about the impound notice, we advised you to simply provide the impounding authority with the paperwork showing the trade-in. This would have been sufficient to remove your name from any liability related to the vehicle.
  The decision to handle the situation differently, including any payments made, was entirely your choice. While we empathize with the inconvenience this has caused, its important to clarify that we fulfilled our responsibilities as part of the transaction.
  We hope this clears up any misunderstanding. Should you require any further assistance, such as copies of documentation from your trade-in, were happy to provide them. We wish you all the best and appreciate your understanding in this matter.
  Sincerely,
  **** Carson
  Carson Cars

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22547651
  
  I am rejecting this response because:
  

  As I explained more than once, in person who someone who said that she wasn't going to do anything about it, and in the email I sent explaining what happened, that I had to deal with this immediately because it's my credit and my license that's at risk and I do not have the time nor money to deal with things after the fact. You have chosen to not respond to any of my text messages nor my emails so we could resolve this.

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:05/24/2024

  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 spent 3 hours purchasing a 2006 Saab from them yesterday with a check engine light on. Test drove the vehicle kind of slow but I checked the codes with their code reader and thought what the heck this cars only 2995 before taxes and interest rate Ill get it it anyways. So I ended up getting it after waiting for ****** to crunch numbers for 2 hours. I signed the paperwork around 2:45 pm and saw the numbers were drastically inflated from 3000$ the car was. Total amount financed after a 800$ was 8000k dollars. I was there from 10:30 am to 3:00pm. Ridiculous. Today on 5/24/24 I went to a mechanic I know and he inspected the vehicle to find out its misfiring and has some major problems. Long story short, I tried calling all day today to see if I could return the vehicle and they played phone tag with me and conveniently couldnt get ahold of their manager ******. Please make this right. This is morally unacceptable.

  Business Response

  Date: 01/21/2025

  
  Dear Mr. ***************** you for reaching out regarding your recent vehicle purchase. We understand your concerns and, in our commitment to customer satisfaction, have refunded the $800 deposit and rescinded the transaction to ensure your satisfaction.
  If you have any further questions or need additional assistance, please feel free to contact us.
  Sincerely,
  **** Carson
  Owner, Carson Cars
  **************

• Initial Complaint

  Date:02/03/2024

  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.

  On 1/4/24 I paid $1000 down to carson cars for a 2015 Dodge Dart with a 3 month warranty. After leaving the dealership I noticed the car was not driving right and upon acceleration it would tug. The car did not do this while test driving it. The stereo was not working and during the test drive the stereo was on but now wasn't working. I also felt the car jerking to the right when I would drive over a hard bump on the road. I immediately called carson cars and let them know the issues I was having. They told me to bring in the car that tuesday so they could fix the issues. Upon exiting the car that night I also noticed a strong burning smell coming from the hood. When I dropped my car off for repair I listed all of the issues with the car as stated above as well as that the wheel well covers were falling out of the wheel area. They had my car from tuesday 1/9/24-1/13/24. When I picked it up nothing had been repaired. Stereo was still not working, it was still tugging when accelerating and jerking to the right when hitting bumps and the wheel well covers were still falling off. They would not provide me with documentation of what had been repaired on the car and let me know they would take it in to get repaired again. At this point it became very difficult to remain in contact with carson cars. I called multiple times and was not getting the help I needed to get my car fixed. After about 2 weeks of trying to get this situation handled I was told that I should drive the car a few thousand miles and then they would replace the transmission. I told them this car was not safe to drive for me and my 2 toddler children. After becoming tired of not having my issues addressed I returned the car on 01/30/24. I told them they were not taking my issues serious and I no longer wanted to do business with them. They will not give me my down payment and said I would owe $550 to get out of the contract. I wanted to speak with the owner but have not gotten any of my calls returned.

  Business Response

  Date: 05/03/2024

  Carson Cars Inc
  ********************************************************
  
  5/3/2024
  
  Re: BBB Complaint
  
  We are writing to address the complaint submitted by ******************************** concerning her lease experience with Carson Cars. We are committed to transparent business practices and customer satisfaction.
  ****************** has reported several issues with a leased 2015 Dodge Dart, including dissatisfaction with the vehicle's performance and our subsequent service response.
  ****************** entered into a lease agreement for the vehicle on 1/4/24 and later opted to utilize her early termination rights due to concerns with the vehicle's condition:
  The vehicle was returned under the early termination clause of our lease agreement, which typically includes a $595 fee.
  Upon return, Carson Cars performed minor repairs to address the concerns raised by ******************. Unfortunately, she chose not to reclaim the vehicle.
  Our team made multiple attempts to communicate with ***************** to facilitate a resolution and the return of the vehicle. Despite our efforts, these were not fruitful.
  Understanding ********************** situation, we are prepared to waive the $595 early termination fee and remove any negative credit reporting related to this lease, provided ****************** signs a release for the loan.
  We invite ****************** to contact us directly at her earliest convenience to finalize the lease termination. Our goal is to ensure a fair resolution and address any further concerns she may have.
  We appreciate the opportunity to clarify this matter and hope to resolve it amicably. ****************** can reach us directly at the details provided below to discuss this further.
  
  Thank you for facilitating this communication.
  
  Sincerely,
  
  **** Carson
  Owner, Carson Cars
  [Your Contact Information]
  
  Customer Contact Information:
  *********************************
  ******************************************
  Daytime Phone: **************
  E-mail: *************************

• Initial Complaint

  Date:02/03/2024

  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 am writing to file a complaint against Carson Cars Inc in hopes of getting my $4,000 deposit back. I bought a 2010 a ***** CRV on 10/18/23. Upon leaving the dealership the cars check engine light came on and the company pulled the 3 codes and put them in their due bill, that they would fix with no cost to me. It has been almost 4 months, I have had the car for two weeks and it has been in the shop the rest of the time. 2 of the 3 codes they pulled were for the **** They are now trying to tell me that the *** isnt the problem, and that theyll fix it, but I have to pay for it. We have tried negotiating and working with them, only to be scammed and left in be dark this whole time. I have contacted mechanics, dealerships and even done my own research to verify what the codes they pulled are, every single search and person Ive talked to has confirmed the codes are in fact, the **** This has been a nightmare and has left me stranded more often that I care to admit. Currently, the vehicle has been in the shop for a month now with absolutely zero contact on the repairs or when Ill be able to get it back. This is wildly disappointing. I would like my vehicles lease ended and my $4,000 deposit back.

  Business Response

  Date: 02/14/2024

  I am writing on behalf of Carson Cars Inc. in response to your complaint filed with the Better Business Bureau concerning your 2010 ***** CRV purchased on October 18, 2023.
  After your purchase, a check engine light issue was identified with specific codes, and we agreed to address this issue. It is important to note that the current issue with the Powertrain Control Module (PCM) is distinct from the initial diagnostic codes recorded at the time of sale. Despite this, we have chosen to assist with the repairs as a gesture of goodwill.
  The vehicle is currently at a ***** dealership, which is better equipped to handle this specific repair, involving the Electronic Control Unit (ECU) and modules. The delay in repair is due to the wait for these parts from the manufacturer, a factor beyond our control.
  We understand your frustration with the time taken for these repairs.
  We are monitoring the situation closely and are in regular contact with the ***** dealership to expedite the repair process. We encourage you to reach out to our customer service team for any updates or further clarification you may require. All of our Teams contact info is listed on our website. www.CarsonCars.net
  We appreciate your patience in this matter and are focused on resolving the issue with your vehicle as efficiently as possible.
  

  Sincerely,
  **** Carson, Owner 

  Carson Cars ************

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21240712
  
  I am rejecting this response because: if youll look at the two photos attached - Carson Cars very due bill states 2/3 codes are in fact the **** The mechanic I was sent to himself has stated the *** is the issue and was not able to fix it, due to several faulty ***s coming to him. The ***** dealerships Ive called have instantly known the codes and confirmed they are the **** 
  when I contacted Carson Cars to remedy the situation, they told me, per the owner - several times, I would be responsible for paying for 50% of the repair as this isnt something covered in my warranty when I explained that I did research and verified the codes are in fact the ***, they tried to back track and say they will see if they can get it down to my only paying $400 for the repairs. At this point, I would just like my deposit of $4,000 back. I cannot trust that my vehicle will be fixed correctly or at this point, that I will ever even get it back. I am happy to take the $595 to end the lease out of the $4,000 and accept the rest back. 

  
  Sincerely,
  
  Tesla *****

  Business Response

  Date: 01/21/2025

  Thank you for your continued communication regarding the situation with your vehicle.
  We regret that the repair needed for your 2010 ***** CRV involved components not covered under warranty. As a gesture of goodwill, we offered to cover half the cost of these repairs to assist despite it being outside the warranty coverage. Unfortunately, this offer was not accepted.
  Subsequently, the decision to cease payments on the vehicle led to its repossession. We understand this was a difficult situation and we are truly sorry that it could not be resolved in a more favorable manner.
  We strive to support our customers through their challenges and are always looking for ways to improve our service. If there are any further concerns or questions you might have about this situation or how we might assist you in the future, please do not hesitate to reach out.
  Sincerely,
  **** Carson
  Owner, Carson Cars

• Initial Complaint

  Date:11/06/2023

  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 traded in a car 7 months ago and they were supposed to take over my old loan and are not doing so. They are continuing to make my car payments very late pretending to be me. It is ruining my credit and the bank keeps contacting me in regards to this loan, and the payments not being payed on time.

  Business Response

  Date: 11/06/2023

  Thanks for the email and the opportunity to review this issue. 

  I was unaware of this issue.

  It appears that we do need to payoff this trade.

  I will send a certified cashiers check tomorrow morning and follow-up and forward a copy to ********************* as well.

  Thanks for bringing this issue to our attention.

   

  We look forward to making this right.

   

  Respectfully,

   

  **** Carson

  Carson Cars

  Owner

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Carson cars Vin ***************** Check engine light came on after getting uo to passing speed on I5 i live 2hrs away from this dealership . Not easily convent . Although they told me nothing was wring with car , i test drove around the block and a short hwy drive under 60 very slow cautious drive, once home i checked the engine light codes with a well knowledge scan tool. Showed a P0299 code meaning turbo under-boost condition. I know the dealer had to know of it . They did offer for me to take to their shop 2 hrs away, and a rental car , but that is to far and in covenant for me . I feel i should of had to pay less for this car with such a severe issue of a car i only had for a few hrs. It already was above market value. And after researching these vehicles more in depth, found out they have turbo issues .if were to get a rebate check for $2000 for my purchase to help with the cost of repair and distress that would please me. I traded in a sound perfect working in no issue vehicle ive owned for 4 yrs. . They suggested some cheap **** parts for replacement and that is not proper fix. Its more like a cheap bandaid. Im appreciative that they have offered tho and are willing to work with me. Although to drive 4 hr round trip a couple times and with an rental car and in their shop is a big inconvenience for me . As well as not acknowledging that they new this car had a check engine light stores deep into the ecm that only good dealerships software can remove, as well as repair it before sale or at least have the decency to list that on the sale and not falsify vehicle being sold. The estimated repair shop cost for this make of range rover is 4-5k to fix . As a skilled mechanic as myself i can do the work myself .. so here we are and in displeased i have to work on my daily driver and deal with such a issue . Again a lower purchase price should have been the deal here , and its sad that used lots do this , give me a rebate check for 2k

  Business Response

  Date: 09/18/2023

  Dear BBB,
  Re: Complaint ID ********- Concern Raised by ****************
  I am writing in response to the concerns raised by **************** regarding the Land Rover he purchased from our dealership.
  Upon being informed of the check engine light issue, we immediately offered assistance. Recognizing the inconvenience it might pose, we assured **************** that if he brought the vehicle into our dealership for inspection, we would provide a complimentary service loaner for the duration of the inspection and/or any potential repairs.
  We understand that **************** resides several hours away from our dealership, which may present some challenges. However, our commitment to quality service and the integrity of our diagnostic process necessitates that we evaluate the vehicle at our facilities. This policy ensures that we maintain the highest standards of repair and service for our customers.
  While we genuinely wish we could provide the level of service **************** desires at an external facility or his residence, our protocol is structured to ensure both the accuracy of diagnostics and the quality of subsequent repairs.
  Our offer to assist ****************, both with the diagnosis and any necessary repairs, still stands. We remain dedicated to finding a resolution that aligns with the satisfaction of our customers and adheres to our operational standards.
  We appreciate the BBB's role in ensuring businesses maintain integrity and transparency in their operations. We are committed to upholding these values and are hopeful that we can reach a resolution that is satisfactory to all parties involved.
  Thank you for your understanding.
  Warm regards,
  **** Carson, President, Carson Cars

  Customer Answer

  Date: 09/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im am very pleased that this business is standing behind the purchase and i look forward to working with **** and resolving this issue . Thank you for your time and Saturday i am delivering the range rover to be looked at and repaired. And great full for a loaner while in the process . Good business 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/31/2023

  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.

  We traded in a car on June 11th, today is August 31st 2023. They have not sent the payout and the two checks that they sent bounced. We have been playing phone tag with them for months! We have been texting and calling **** the owner and ****** the manager. ****** paid a $ ***** dollar payment a week ago, like what is that going to do?? The payoff was $24k We called to see what happened with the car that we had traded in, they told us that the car was sold cash!!!This also affected our credit score. So that needs to be corrected. They sold our 2016 Pearl ***** NX 200T, we call the department of licensing and find out that the car still under my name. They have committed a crime for selling a car that they legally own. Also, we have not received the license plates for the van that we purchased from them.

  Business Response

  Date: 09/27/2023

  Response to BBB Complaint:
  
  Dear ************************,
  
  First and foremost, we want to express our sincere apologies for the inconveniences and issues you've faced in relation to the car trade. It is our responsibility and commitment to address concerns from our valued customers promptly and efficiently. We appreciate the opportunity to reply to and hopefully resolve Mr. ***** concerns.
  
  Concerning the Banking Error: We are truly sorry for the issues arising from the banking error. We understand the serious implications it may have caused. As an immediate corrective measure, we have mailed a certified cashier's check for the payment in full, amounting to $19,691.99, and have overnighted it to ************ Credit. We believe this action should promptly resolve any outstanding financial concerns.
  
  Effect on Your Credit Score: We understand how essential maintaining a good credit score is. Once the payoff banking error was discovered, we mailed the $2,000 payment directly to apply to the balance because this was the quickest way to avoid a potential late payment. The process of payoff usually takes a longer duration than simply applying a direct payment, and our intention was to ensure your credit wouldn't be negatively affected during this period. Furthermore, we were informed by ************ Credit that they haven't reported any negative feedback to the credit bureaus concerning this matter.
  
  License Plates for the **** We have records indicating that the plates picked up for the van at the dealership. We just left a message to verify this, but if, for some reason, you do not have the plates, please inform us immediately. We can arrange for replacement plates to be made available to you the same day.
  
  Lastly,I want to assure you that we take this complaint very seriously. We will be reviewing our internal processes to ensure that such errors are not repeated in the future. We will be in direct touch with you to resolve these issues as swiftly as possible.
  
  Again,we deeply regret the distress and inconvenience caused to you, and we thank you for bringing this to our attention. We value your business and trust, and we are committed to making this right.
  
  Warm Regards,
  
  **** Carson,Owner
  *************************,Sales Manager
  Carson Cars
  *****************************************
  ************

• Initial Complaint

  Date:03/03/2023

  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.

  On 02/17/23 I called Carson Cars and spoke to ******** about a car I was interested in, a 2006 mini ******. On 02/19/2023, I drove from Richland to visit Carson Cars and test drive the car. I was assisted by a salesman named *******************. My trusted friend **** drove the car while I was a passenger and everything was good. **** told me they would inspect the car on 02/20/23 and I could pick it up later that day. I went to pick it up that day, and they said I could not drive it off the lot because they needed to fix the *** sensor. **** told me that he would personally deliver the car to my home because I could not drive it off the lot that day. **** and the owner ****** had me fill out the contract paperwork. They informed me that they were including a 3 year warranty, but did not tell me that it was costing me $1,995. ****** rushed me through the paperwork, not allowing me to fully read through it. Later, Reliable Credit called me to set up monthly payments, and I found out about the cost of the extended warranty. I let reliable credit know that I was not aware of the cost. I called Carson Cars and made it clear that I wanted to cancel the warranty and they said they would take care of it. To my knowledge, it has still not been cancelled and today is 03/03/23. ******************* said he would deliver my car on 02/22/23 and did not follow through. He did not deliver on 02/23/23 again when he said he would. We rescheduled for 02/26/23 and he again did not deliver. Throughout this, I called and texted **** multiple times to check if he was delivering and he reassured me he would. On 03/01/23 **** promised that he would for sure be delivering my car this time. Again he did not. On 03/02/23 he said he would for sure be delivering the car. He said that he was an hour away at 7pm. At 10pm, he still had not arrived and I called his cell 70 times and it went to voicemail. At 1:50am **** said I would have to pick up the car. I paid $85 for the delivery and have not been refunded.

  Business Response

  Date: 03/03/2023

  We cancelled and applied a full refund of the service contract to her loan once requested. I verified this was applied an the customer was notified. The customer and the salesman had made a side agreement to deliver the car nearly 3 1/2 hours away. This is not our policy and normally wouldn't happen. Because he made this agreement, **** is delivering the vehicle on Sunday 9per their arrangement ). I will verify the car is delivered on Sunday as was promised.

  I believe this addresses all concerns. Please let me know if there is anything else we can help with.