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:03/25/2025

  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.

  PHEV vehicle purchased on 6/1/2024
  
  Was promised a time-of-sale report to be provided after the sale by Nathan (verbally while negotiating) and Dominic (via text, see attached). Was told later that they will not provide me one as the vehicle does not qualify ****** ** ***** ****************************************************************** IRS is stating that I need this form to collect the $4000 Used Clean Vehicle Credit.
  
  Tire had a nail in it. Got a new tire. Was promised a new tire repair kit by Dario. After following up multiple times, was told this is not the case. I stood right by Dario as he ordered it.
  
  Early November- Changed my Google review to one star. Received a call from Joey Graves. Called him back, left a voice message, never heard from him again.

  

  Business Response

  Date: 03/28/2025

  Hello, we have been in communication with Andrew, per his request, we have mailed him a tire repair inflator kit. We are also in the process of assisting his wife with her EV tax credit filing. We will communicate with Andrew, as to the status, once we receive one, thanks!

• Initial Complaint

  Date:03/12/2025

  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.

  Bought a 2015 Chrysler Town And Country in Sept of 2024. Preparing to take a road trip on 3-12-25, we attempted to inspect our 'donut'. There was none. When I called to inquire about this, I was told rather rudely by Diana that vehicles are sold as is. She hung up on me. Tried again, passed to Garrett. Was told they would not provide assistance. I complained that, considering safety, and how much we spent for the car, surely they would provide us with a normally requisite spare....or donut. As standard for all vehicles as operable turn signals etc. Rudest folks and lousiest ' service's I've encountered in years. With these guys at Bill Luke, clearly, it is buyer beware and the only consideration they care about is the sale. Our vehicle, contrary to what we were led to believe upon purchase, is NOT safely ready to take out on the road. We paid close to $20k for this vehicle and expect that sale to have included the safety of at least a donut in lieu of an actual spare tire.

  

  Business Response

  Date: 03/18/2025

  Hello, we have tried to contact Dan Murtaugh, however, we have had to leave messages. We have ordered him a spare tire kit. We will continue to reach out and inform the customer to come pick it up, thanks!

  Customer Answer

  Date: 03/18/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23058184, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Dan Murtaugh
  
  
  
   
  

• Initial Complaint

  Date:02/13/2025

  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.

  Referral program was not completed. Specifically asked for our referral. Not once we're we told we would get it. Called 7 times and was always told they will get back with us. No one called.

  

  Business Response

  Date: 02/14/2025

  Hello, we have reached out to Cynthia Bracket, we are awaiting a return call. If Cynthia did refer us a customer, and it follows our referral policy, we will compensate her for her referral, thanks!

• Initial Complaint

  Date:11/26/2024

  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 purchased a commercial cargo van a few days ago and the dealership made a error on the sales contract that the salesman had admitted to being "their mistake" and I have made over 5 attempts over 4 days to get this resolved. The error was my business name was omitted from the sales contract and just my personal name was placed on the documents which i didnt see until I received a digital copy in my email later that night. I had filled out the business credit app and given them my EIN and everything was fine until my salesman left for the evening and passed my file to another salesman. The salesman "must have not seen the folder" that this was supposed to be a business sales. The finance guy put the van in my personal name which was fine if it was to be along side my business name but that wasn't the case I found out later that evening. They have told me repeatedly they were getting this resolved and then never returning my calls. The finance person said to me today "this is the first time I am hearing about this," which I dont know who my salesman was resolving this issue with if it wasn't for finance. This is 4 days later. I explained I have a van that I cannot drive because of the liability of this being in my personal name and I am loosing business from it. Then the finance person gives me the run around and then says he was going to find out how to get this fixed and has now again has had zero follow up or any communication regarding any updates or resolve. So I am over the false promises and I am unable to get insurance properly and we are loosing income as a result with no regard from this dealership. My situation has been handled with no integrity and no urgency while we are loosing money as a result. I have all the correspondence in text message format proving this is a mistake made by the dealership but no resolution has been made.

  

  Business Response

  Date: 12/03/2024

  Hello, we have reached out to this customer several times to get a clearer understanding of the complaint. We have not been able to contact the customer frequently, as there has been phone issues, stated by the customer. However, the customer did agree to individual financing, versus Business financing. Mr. Manfredi, did discuss a business finance option with our Sales Associate, however, Mr. Manfredi elected to go with individual financing. Mr Manfredi, signed several documents acknowledging the vehicle would be registered in his name, in addition to his bank contract. Mr. Manfredi made the decision to finance as an individual, after discussing finance options with our Finance Manager. It has been brought to our attention that Mr Manfredi's is requesting to change to a business loan for tax and insurance purposes, thanks!

• 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.

  On Saturday Nov 16, I purchased a car from Bill Luke Murana but they failed to give me the receipt or paperwork for my purchase. The next day Nov 17 I called multiple times and was told they would give me the paperwork but did not. Today is Nov 18 and I have called multiple times with no resolution. I do not think they are serious about giving me my receipt and paperwork. I need the paperwork so I can register my car but they will not give it to me.

  

  Business Response

  Date: 11/19/2024

  We have contacted Mr. Quan, and provided the information requested. He has confirmed receipt of the information via phone call. No further action is needed at this point, thanks!

• Initial Complaint

  Date:08/22/2024

  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.

  I was offered a $1,000 bonus cash trade in offer by Bill Luke on Aug 15. I purchased a vehicle from them on Aug 16 and when I inquired about the bonus cash, my salesman Carlos advised that wasn't available on used car purchases and the offer was in error.
  
  I thought the offer was in form a text and could not find it and I did not have access to my email while at the dealership. That weekend, at home, I ran across the email (not in a text as I had believed). It does state that I have an offer for $1,000 bonus cash on my trade in. I did trade in a 2012 Ford Expedition. I attached a snapshot of it to this filing.
  
  I have made numerous attempts to contact the dealership by phone, email and an online survey. I have yet to receive a response to my inquiry.
  
  I would like a check for the $1,000 I feel I was cheated out of during the sale and trade.

  

  Business Response

  Date: 08/23/2024

  We have spoken to Mr. Keiper, we have both agreed on a mutual resolution and this matter has been resolved, thanks! 

  Customer Answer

  Date: 08/27/2024

  Good morning.  I read the business reply and I don't understand their response.
  

  
  

      MESSAGE FROM BUSINESS:
      We have spoken to Mr. Keiper, we have both agreed on a mutual resolution and this matter has been resolved, thanks! 
  

  
  

  Bill Luke Marana did not respond to me, as I am not Mr. Keiper.  However, I did receive a phone call from Joey Gates and he said last Friday that they would send me a $1,000 check.  I think it should have been received by now.  I receive 7am daily informed delivery alerts from the USPS  and there hasn't been an inbound mailpiece from Bill Luke Marana.  I do not regard this matter as closed until the company honors the offer and I receive the check. 

  
  

  Thank you,

  Gene Lee

  520-870-2615

  

  Business Response

  Date: 08/28/2024

  We have mailed out Mr Lee's agreed upon settlement on 8/28, thanks!

• Initial Complaint

  Date:07/15/2024

  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.

  I purchased a 2023 Subaru Ascent with 5,100 miles from Bill Luke Marana on July 6 at about 6 pm. The vehicle was marketed as certified pre-owned, meaning it went through a "rigorous 125-point mechanical inspection." I purchased the vehicle for family use because we have two young children, including one infant, and need the space. On Sunday, July 7, I drove the car four times. When I tried to start the car on the morning of July 8, the vehicle would not start. It shuttered and made a ticking noise, but it would not start. I called Bill Luke. They sent our sales person, Eddie, to jumpstart the vehicle, which he did; however, the vehicle started with all the dash warning lights on and ran very rough (called "limp mode," meaning its at risk of catastrophic failure). I immediately drove it to the Subaru dealership as advised by Eddie. Subaru worked on it for five days. On Friday, July 12, they called and told me the vehicle was ready. They had fixed the problem. I went to the dealership and tried to start it, but it would not run. They again worked on it and found another issue. I picked it up that evening. Subaru told me the nature of the issues makes it highly likely Bill Luke knew about it. At that point, after three issues in five days, feeling deceived, and driving in 110 degree heat with my two young children, I could not trust this vehicle. On July 13, I went to Bill Luke and spoke with Steven and Tim. They told me there was nothing they could do. I asked to speak with their manager. They said they'd talk to someone. That didn't happen. They only blamed Subaru and would not take responsibility for selling me a broken down vehicle. They could only do an unwind/rewind, even though I told them I looked at their inventory and didn't want a different vehicle on their lot. Finally, I left. From my perspective, this looks like, at minimum, false advertising, fraudulent misrepresentations, and fraudulent inducement. I want to return the car and I want my money back.

  

  Business Response

  Date: 07/17/2024

   

  Hello, we are in communication with Mr Kholbeck and have agreed to a mutual decision of reversing the purchase, thanks!

• Initial Complaint

  Date:07/11/2024

  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.

  I purchased a vehicle from them last summer. It had some slight blemishes on the paint but it was in decent shape. I even took it to my mechanic to be looked at and he mentioned that the front and rear bumpers had been repainted. At the time I thought that was nice.
  
  Fast forward a few months and a few car washes later and it turns out that the bumpers were not repainted. Some short term/temporary cosmetic fix had been applied and more and more spots with missing paint were revealing themselves. The front bumper looks like the surface of the moon with all of the prior damage that had been revealed. I'm not sure what magic temporary paint had been used but at this point it is all gone and I am left with a crappy looking bumper.

  

  Business Response

  Date: 07/17/2024

  Hello, we have attached our response and complaint is being resolved, thanks!

   

• Initial Complaint

  Date:04/27/2024

  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.

  - 4/19/24 : Went to Bill Luke to purchase 2021 Chevrolet Blazer 14k miles, when taken to the finance representative to sign for the loan. The finance representative Patrick McCoy, who attempted to force me into buying warranties, he stated he would lower the interest rate if I purchased the "optional warranties" and if not the rate would be higher. I immediately advised him that I am well aware of the lending laws and that fluctuating my rate based on if I purchased optional products or not was ILLEGAL. He instantly agreed to honor the rate regardless and kept pushing for the optional products to the point that I walked out. After several calls with sales manager Tim and a reduced price I returned the next day.
  -4/20/24 : Upon arriving I was asked if I was willing to still sign my loan with Patrick I was completely fine with it; however, Patrick was bitter about me reporting his unethical behavior and I was sent to a different loan officer for my signing. All my documents were dated for 4/19/24 instead of the actual date 4/20/24.
  -4/22/24 : Brakes are squealing.
  -4/25/24 : Check Engine light comes on. Reported to sales rep David
  -4/26/24 : Called dealership was told that Service would call me back. Went to AutoZone for diagnostics, was advised code was a serious issue as it can spread and damage other major components of the vehicle and shows that code had previously ben cleared twice with out repair. Headed to dealership spoke with general manager Joey Graves who was walked over to me by Patrick and when I advised of issue, he did not attempt to offer repair or replacement immediately offered to cancel deal and send me on my way. I advised I still needed transportation and asked for a comparable vehicle, offered only other Blazer in stock same year with 22k more miles on it for $800 more. Refused to compensate for the increase in mileage and refused to come out and speak with me again. I phoned their San Tan location to speak with Ryan Luke who was unavailable.

  

  Business Response

  Date: 05/03/2024

  Bill Luke Marana is working directly with Ms. Holguin on a few possible resolutions but do not have all the information yet to make a mutual decision.

• Initial Complaint

  Date:04/12/2024

  Type:Billing 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.

  In the finance office I agreed to an out the door price with taxes included. I told the finance manager I was pre approved from USAA with a lower rate than they could give me. The finance manger tells me he thinks USAA doesn’t finance buybacks and he makes me get them on the phone. USAA confirms everything is fine and the finance manager confirms the price with taxes included again. I sign everything the finance manager required before leaving the dealership. 15 minutes later I get a call that he forgot to have me sign a document and he needs it signed right now, no explanation what it is. He made it sound urgent so I docusigned at my next stop. Three days later the sales manger calls and says they miscalculated the taxes and I owe $1,054 more than what the signed sales document says. The dealership confirmed they received payment from USAA but the sales manager said that registration from the state would be withheld unless I pay the additional amount. On top it of this, the sales manager has also called me by the wrong name in multiple text and emails, including the email with the new sales document. The new sales document with the increased price was only signed by me after the pressure of withholding registration to the state from the sales manager multiple times. The first voicemail about this issue I received said "we'll have an opportunity to make it up to you". I asked about compensation in form of a service package from the dealer and the sales manager said no compensation will be offered for mistake from the finance manager.

  

  Business Response

  Date: 04/17/2024

  **** **** ****** made an error and did not charge the appropriate state taxes and apologize for this error. **** **** ****** gave Ms. ******** the option to have a new contract drafted for her lien holder which would have included paying the taxes on her new loan and not having to pay for them outside of the loan. Ms. ******** decided to pay the state tax discrepancy herself instead of adding to her loan. **** **** ****** is not willing to offer any form of compensation.