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BBB Accredited Business since
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This company offers vehicle sales, parts and service.
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A BBB Accredited Business since
BBB has determined that Carlton Motorcars, Inc meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that affect the rating for Carlton Motorcars, Inc include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 3 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
SC Dept. of Consumer Affairs
2221 Devine St. Ste 200, Columbia SC 29205-2418
Phone Number: 800-922-1594 (toll free in SC) 803-734-4200 outside SC
Type of Entity
Business ManagementMr. Philip J. Carlton, President Ms. Heather Carlton, Owner
Auto Dealers - New Cars
2446 Laurens Road
Greenville, SC 29607 (864) 213-8000 (800) 801-3131 (888) 433-1872 Directions
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
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- Problems with Products or Services
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BBB Complaint Process
Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
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Additional Phone Numbers
- (800) 801-3131(Phone)
- (888) 433-1872(Phone)
- (864) 213-5966 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|4/28/2015||Problems with Product/Service|
Read Complaint Details
Complaint: Went to dealership with deposit check to buy a new car. They waited 2 weeks to email me back and said they could not sell me a car even though I was going to pay cash for car. They gave no reason or explanation as to why I was not allowed to purchase a car. Thus is discriminatory on their behalf.
Desired Settlement: I would like to purchase the vehicle I ordered and an apology from dealership.
Business Response: *** ********
When *** ******* arrived at our dealership expressing interest in purchasing a new GL450 he was immediately informed that as ******** **** USA has a very strict policy concerning
the exportation of several of its vehicles, there would be a lengthy due diligence process. The illegal export of these vehicles is something ******** **** USA and the US Secret Service take very seriously.
This research process takes some time. *** ******* was unwilling and or unable to provide certain documentation that would have expedited this process. Our salesman informed *** ******* via email
on March 23rd that based on our investigation we would not be able to sell him the vehicle. I would be happy to email you under separate confidential cover both the email correspondence and the
******** **** Export policy.
Please let me know if you have any additional questions.
Thank you for your time,
Carlton Motorcars Inc.
Better Business Bureau:
Read Complaint Details
Complaint: On October 15, 2014, I called and spoke with a Part Representative about ordering a transmission hose for my 2000, C240 Mercedes **** ********** and was told that the dealership did not have the specific part in stock but could order it and it would be delivered on Friday, October 17, 2014. I went to Carlton Mercedes Benz dealership in effort ordering the part (hose) for my Mercedes. In the process of ordering the part, the mechanic accidentally ordered the wrong part, due to entering the incorrect VIN number into his system. After a viewing a diagram of my car with the Parts Rep, he realized that he ordered the wrong part. The Parts Rep then tried to alter the part (hose) delivery request by voiding the incorrect part number and adding the correct part for shipping. The first ordered part totaled $53.35 without sales tax and the correct part totaled $66.00. The Part Rep then stated that he would remove the remaining difference in the balance of $12.65 due to him ordering the incorrect part initially. On Friday, October 17th I went back to the dealership in effort of retrieving my part, but was told it did not arrive as scheduled, but it will be there on Monday October 20th. On the 20th and 21st, I went to the dealership again in effort picking up my part and the Part rep informed me of the part still had not arrived as scheduled. At that point I then asked for a refund and was informed that the dealership does not issue same day refunds, but would mail me a check once I have completed a form and "Check Request" form and a member of management has approved the request. I completed the form and was told that his manager was required to sign the form but had left for the day. After finding speaking with a different member of management, it was discovered that the part rep's manager was onsite. After talking with him, he indicated that he could not help me with my refund due to him not being able to approve refunds.
Desired Settlement: Regardless of the part being delivered, I will only consider this complaint settled once I have received a prompt and full refund of $56.55, which I have paid the dealership.
Business Response: *** ******* picked up his refund check in the amount of $56.55 on October 22, 2014, one day after his refund request. The part that he ordered had also come in and was given to *** ******* free of charge.
We apologize for the initial error in the order and the way the refund request was addressed. The approval process needed for the refund should have been better explained. All refund checks are done out of the Accounting
office once the initial form of payment has been verified. At the time of day that *** ******* was here, the Accounting office had closed and the owners were not in to sign the check. The refund check was issued promptly the next morning
and signed by noon. *** ******* was informed by telephone that his check was ready.
Again, we apologize for the confusion.
Carlton Motorcars, Inc.
Better Business Bureau:
I did not receive the part(s) I ordered as paid for or as free. The part representative stated that part still did not arrive.