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:06/20/2022

  Type:Customer Service 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.

  Last may 28 I trade in 2 car for 1 car My cars 2012 ****** Juke and 2014 ****** Versa trade for 2016 ***** cx3 So they will pay off my 2 cars but more than 3 week and nothing I call to many time and send text to the dealer (trucks plus ) and they tell me to pay off I have to sing another contract but I tell them I already sing a legal contract if they dont respect the contract I want my cars back because its a lot time and the bank are call me to make my monthly payments of the ****** Juke and ****** Versa they say if no make payments they will put late payment on my credit report so that can affect my credit all my historial and its no far I want cancel the deal I want my cars back the dealer dont respect the deal and another thing is they tell me I have to sing another contract so I think something wrong whit the contract I dont wanna problems I want cancel everything and pay my 2 cars

  Business Response

  Date: 12/04/2024

  Thank you for sharing your concerns with us. We deeply regret the situation you've described, and we understand how frustrating and stressful this must be for you. Its clear that there has been significant miscommunication, and we sincerely apologize for any inconvenience or confusion caused regarding the trade-in and contract details.
  We want to assure you that we take these matters seriously, and your experience does not align with the standards of service we strive to uphold. Your request to address the contract concerns and resolve this situation is important, and we appreciate your patience as we work to find a solution.
  We will look into this further and ensure that all outstanding issues are handled promptly. Thank you for bringing this to our attention.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:06/14/2022

  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 March 26th 2022 we bought a 2016 GMC Acadia from Trucks Plus. They gave us a temp tag while we waited for our tags and license plate. As our temp tag was nearing expiration, I called Trucks Plus and left a message for the manager to call me back. The lot manager, *****, called me back and told me there was no record of our plates coming in to be mailed out to us. Most likely that the ********** of ********* was behind in paperwork and just wait it out. Our temp tag expired on May 10th 2022. Several phone calls to Trucks Plus resulted in we will have a manager call you back, which never happened. I finally called a local licensing office on 6/10/2022 and was told that the Acadia has not been transferred into our names. The woman I spoke to suggested that I go back to the lot and request a new temp tag. She also had to advise that continuing to drive my vehicle is illegal and could result in a ticket. Saturday 6/11/2022 We drove 39 miles in our truck (since we can't drive the Acadia) to the dealership to request a new temp tag. We spoke to ****** who told us it's illegal to give us a new temp tag. I was finally able to get the information for their title clerk, ****. who wasn't able to address this until Monday but assured me that I wont get a ticket for driving the vehicle and they wont impound it either. **** went on to say that the ****** is behind and made them out to sound incompetent, that I should trust him. Monday 6/13/22 I received a text from **** You will have them next week I called the ****** and confirmed that 79 days after purchase the vehicle still has an ****** title and has not been registered to myself or my husbands name. I was once again advised to ask the dealership for a new temp tag and that the original tag hadn't been registered to my car. They are seriously delinquent on the 45 days allotted for title transfer in Washington state. Ignoring people doesn't make them go away. I'm making payments on a car that can't legally be driven.

  Business Response

  Date: 12/04/2024

  Thank you for sharing your experience with us, and we truly apologize for the inconvenience this situation has caused. We understand the frustration of being unable to legally drive your vehicle due to title and registration issues, and we regret that our communication with you has not met the level of service we strive to provide.
  We acknowledge that there were significant delays in processing your title and providing you with the proper paperwork, which led to the expiration of your temporary tag. This should have been addressed much sooner, and we sincerely apologize for the lack of timely response from our team.
  We understand how important it is to resolve this issue quickly and will ensure that it is handled promptly. We will look into this matter to understand why it took longer than expected to complete the title transfer and work with you to ensure that your vehicle's registration is processed correctly.
  Thank you for your patience, and we deeply regret the inconvenience this has caused. We will do everything we can to make it right.
  Sincerely,
  Customer Relations
  ********************** NW

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 17423347
  
  I am rejecting this response because: The issue with paperwork was resolved through the use of a DOL complaint and investigation as Trucks Plus employees refused to return my many phone calls and texts. When I finally did get to talk to someone at the business level they brushed me off, basically saying it was not legal for them to give us another temp tag, so that we could drive. The fact that it has has taken this long for them to respond definitely says customer service is not their priority. We will never do business with them again. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/07/2022

  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 4Purchased/15/22 I purchased a 2008 **** truck for $29910.82 from Trucks Plus. They advised me to get *** insurance, even though I had planned on paying the loan off soon. I paid the loan off 5/5/22. OCCU advised me I should contact Trucks Plus and get reimbursed for the *** insurance. I called Trucks Plus. I was told they would take care of it. @ weeks later I called back. I was told they would send me some paperwork. Now I cant get trhe manager to take my call

  Business Response

  Date: 12/04/2024

  Thank you for reaching out and sharing your experience. We deeply regret the frustration you've encountered regarding the ************* reimbursement. It is certainly not our intention to leave you feeling unheard or to cause any unnecessary delays.
  We understand that you were advised to purchase ************* and, after paying off your loan, expect to be reimbursed as per the terms of the policy. The fact that you have not received the necessary paperwork or been able to get in touch with the manager is concerning, and we sincerely apologize for the lack of follow-through on our part.
  Please be assured that we will look into this matter promptly and ensure that the appropriate steps are taken to resolve your reimbursement. We understand how important it is to close this chapter and will do everything we can to expedite the process.
  Thank you for your patience, and again, we apologize for the inconvenience.
  Sincerely,
  Customer Relations
  ********************** NW

• Initial Complaint

  Date:05/10/2022

  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 paid cash for a used ****** outback at the end of May of 2021. A year later I still don't have the title and have been informed that the transfer of the title is beyond their control.At the time of sale I was misled about the condition of the vehicle. I was told a temperature sensor needed to be replaced and it was just a minor problem. I have attached their signed agreement from Trucks Plus to fix this as well as the codes from my mechanic (******************) verifying that the problem is NOT a temperature sensor and much more involved. Trucks Plus performed the repair incorrectly twice on their end and 2 months late. I had to take it back to my own mechanic and eventually the actual ****** dealership to have the *** reset which I paid for our of my own pocket. (**** of work attached)After nearly a year of getting the runaround about why the title and plates were delayed they finally came clean and admitted that the Title was being held by the state of ************ and that is is essentially out of their hands. (previously i had been told Covid delays and License plate shortages were the reason)I asked to return the car for a full refund because they sold me the car illegally and I do not actually own it. The manager ***** has agreed to refund me in full and take the vehicle back Its been a 4 weeks now and still no refund. at this point it is just one more empty promise after a nightmarish year of dealing with this business.Unfortunately due to my history with trucks plus failing to deliver its promises regarding the repair and the title i cannot trust their word on the refund and I just want my money back which is why I a filing this complaint.

  Business Response

  Date: 12/04/2024

  Thank you for taking the time to share your experience, and we truly regret the ongoing frustration and challenges you've faced throughout your time with us. We understand that the situation has been extremely frustrating, especially after you paid cash for the ****** Outback and have yet to receive the title or experience a resolution regarding the repairs.
  It is clear that we did not meet your expectations, particularly with the repair issues and the delay in receiving your title. The confusion and miscommunication about the reasons for the delays only added to your distress, and we apologize for the lack of transparency and for not following through on the promises made to you.
  We understand that you have been waiting for a refund after the agreement was made, and we sincerely apologize for the delay in processing this. We take full responsibility for not meeting our commitment, and we understand your frustration with the empty promises youve encountered. We are looking into this matter with urgency to ensure it is addressed and that you receive the refund you were promised.
  Again, we deeply apologize for the inconvenience and the lack of follow-through on our part. We will work to resolve this as quickly as possible and appreciate your patience as we finalize the process.
  Sincerely,
  Customer Relations
  ********************** NW