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:04/23/2025

  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.

  I purchased a vehicle and an extended warranty from **Unique Auto Center** on **May 23, 2023**, for **$2,500**. Since the purchase, *** had multiple issues with the car, which were eventually addressed after repeated follow-ups. However, Im now dealing with a new repair issue that should be covered under the warranty, but the company is refusing to authorize the repair.I have contacted Unique Auto Center **five times** in an attempt to resolve this issue. Each time, Im told the person who can help is not available and to call back. This has happened repeatedly, with no real support or resolution. At this point, I am requesting that the warranty be **canceled and refunded in full**, as it is not being honored and the business has shown extremely poor communication and customer service. Also Id like to add the fact that at the bottom right corner of the contract regarding the warranty coverage states that the buyer must receive pages 1-6, and I only received page 1 from Unique Auto Center. I'm not sure if any legal consequence for this action but if there is please pursue them. They are EXTREMLY SHADY PEOPLE. Im frustrated and disappointed with the lack of accountability, and Im seeking BBB assistance to help resolve this matter.

  Business Response

  Date: 04/23/2025

  Dear ****** ******,

  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for the frustration and inconvenience you've experienced with your recent vehicle purchase and extended warranty. We understand how disappointing it can be when you dont receive the service you expect, and we regret that your experience with us has not met your expectations.

  
  We take your concerns very seriously, and we would like to address each issue you raised in your message:

  
  1) Repair Issues and Warranty Authorization comes from the 3rd party warranty company only. We the dealer have no say so when it comes to covered components in the vehicle. The level of coverage you purchased may have not been enough to cover your current claim. I can also reach out to them and have them provide the specifics on why it was declined but again I cannot force them to cover something they have already declined. 

  
  2) We received a phone call about this matter on a Friday afternoon and it was returned the next week on Wednesday as service issues are handled in the order they are received. We apologize for the delay.

  3) All copies of contracts signed the day of sale are placed into a folder and given to the customer. If you have misplaced anything please email me at *************************************** and I can email you a PDF file of any missing forms you need such as the extended warranty contract.

  4) If you would like to move forward with the cancelation of the warranty please email me a photo of the current odometer reading and I can send a cancelation form the company requires in order to start the cancelation process. Refunds are based on time and mileage used since date of purchase. That is then prorated and deducted from the amount you purchased the contract for. The refund amount will then be sent to your current lender.

  We hope this information helps and please let use know if you need anything else we would be glad to help.

   

  Sincerely,

  
  Unique Auto Center

  Customer Answer

  Date: 04/23/2025

  I'm still in the process of getting a refund, also they have made not apology for there actions 

• Initial Complaint

  Date:02/26/2025

  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.

  April 26 2024 I paid for a vehicle and paid $3000 for a three year warranty. The car was totaled in August 2024 and I was found to be 0% at fault. This dealership has refused to refund me for the warranty. I have called and sent many emails, they finally had me come in person only to tell me that their accountant was not working that day. They had me sign my signature on the back of scrap paper and said they would refund me for the warranty. Its been months and they at first were angrily responding saying to be patient, now they have ghosted me and ignored my efforts to get into contact with them.

  Business Response

  Date: 02/26/2025

  Hello, I have looked up all deals for date 4/26/24 which were only two cars sold that day. None match the name of this person ******* ********. Also we do not have this name in our system. Can you please provide the name of the customer on the contract that actually purchased the vehicle and the vin number? Those are very important details that would help in better understanding of what happened here. 

   

  Thank You.

  UAC

• Initial Complaint

  Date:09/25/2024

  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.

  I found an ad on ******** for a ****** imprezza sport 2013 for 6900 and I tried to bring it down and the man named *** said hed meet me at 6000 and asked to meet which I didnt know he worked for a used car dealership. I go to the dealership and test drive the car it looked good inside but the tire pressure light was on and I talked to them about it and they told me he can probably include fixing that into the sale. I was told its in good condition and thats what I thought I was buying a car in good condition. I paid a little more than 6600 for the taxes and dmv fees for a ****** imprezza sport 2013 on July 10 at Unique Auto Center all in cash from a loan I took out to get this car. I signed a lot of documents at the end of the page and looking at it now they basically take all fault away from them saying they dont know the exact condition of the car and they are not at fault for anything and I just signed away everything. They cant make any promises and things like that. I signed not really knowing that I was buying a car that had a major issue. About a month and a half later my oil pressure light goes on and I change my oil and oil filter. Three weeks later it comes on again. I called the ****** dealership to explain my issue, no oil leak but oil is disappearing and they say that they have seen this before and to fix something like this could be 9000 dollars. I have only had my car for 2 months and driven it for 3000 miles and now have a major repair that needs to be done or it will completely mess up the car I just bought. I called the dealership and they said its not their fault and they do not believe they can do anything but they will talk to their manager and get back to me but I never got a call back. They sold me this car I believe in this condition since now looking it up the imprezza year ********* have had this issue. Additionally I did not see that the car I bought was missing a lug nut which is unsafe and they let me drive off the lot like that.

  Business Response

  Date: 09/30/2024

  We have reached out to the consumer and are working on a resolution to the problem at this moment.

   

  Thank You

  Customer Answer

  Date: 10/01/2024

   I am rejecting this response because:
  
  
  The business proposition for a resolution is not sufficient. The business only offered to diagnose the issue with the car themselves as well as a discounted price on the issue at hand despite already going to other mechanics and getting a diagnostic check already. I will not be paying any more money into this business that sold me a car that did not pass a proper safety inspection. Additionally, a refund was not an option despite having the car sold to me without a proper inspection done given the car was missing a lug nut and had a broken lug nut stud. 

  Business Response

  Date: 10/04/2024

  We have offered this customer the best we could and the customer has declined to bring vehicle for an inspection.

  Unfortunately it is impossible to tell future problems that could occur after purchasing a used vechile, the customer acknowledged this when signing all contracts and the as-is buyers guide. No check engine light was on at the time of purchase indicating all systems being engine and transmission were in working order.

  Only after two months and 3000 miles of driving as the customer states did we first hear of any problems the customer was experiencing. As mentioned before it is impossible to know a vehicles full history and what can possibly happen in the future that is why all vehicles with 100k plus miles are sold as-is and become the customers full responsibility upon purchase. 

  Customer states vehicle was missing a lug nut before purchase, when asked for photos of this the customer has declined to provide proof of photos or any other evidence that suggest this. All of our vehicles are inspected and ready for the road before purchase via a safety and mechanical inspection. 

  Our offer of having the vehicle inspected free of charge still stands and also whatever findings we find we are willing to have the labor rate discounted as a courtesy.

  we hope this helps as a better understanding of the situation. 

  Thank You

  UAC

   

• Initial Complaint

  Date:05/03/2024

  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.

  Subject: Complaint Regarding Purchase of Used Vehicle from Unique Auto Sales.Dear Better Business Bureau,I am writing to file a formal complaint against Unique Auto Sales regarding the purchase of a used vehicle on April 12th, 2024. On the 11th, I placed a hold on the vehicle for $500, which escalated to $11,000 the following day, with a complete payment of $11,500. The dealership aggressively promoted an expensive used vehicle warranty with poor reviews and limited repair options. Upon initial inspection, the vehicle appeared functional during a brief test drive. However, upon bringing it home, multiple dashboard warning lights illuminated, indicating significant mechanical and safety issues. Subsequent diagnostics revealed an alarming number of code issues, ranging from camshaft problems to transmission malfunctions. Upon contacting the dealership, I was initially assured that the issues would be addressed. However, it was later discovered that the vehicle had undergone a smog reset, masking severe transmission issues. Despite promises of repair, the situation escalated, culminating in the need for a complete engine overhaul, which was only disclosed on May 2nd. Upon receiving the supposedly repaired vehicle, the same issues persisted, compounded by additional malfunctions such as non-functional air conditioning, seat warmers, and a tear in the driver's seat. Despite my repeated requests for a refund or exchange, the dealership has dismissed my concerns and belittled the severity of the situation. Furthermore, they have repeatedly asserted that I have no recourse due to the nature of purchasing a used vehicle. Given the safety hazards posed by the vehicle, especially considering it was intended for my 16-year-old daughter, I find this attitude unacceptable. I have already taken steps to leave a negative review on Yelp and seek guidance from the Better Business Bureau.At this point, I am requesting a full refund to resolve this matter swiftly and amicably. I implore the Better Business Bureau to intervene on my behalf to ensure a satisfactory resolution.Thank you for your attention to this matter.Sincerely,*************************

  Business Response

  Date: 05/17/2024

  This matter has been closed and settled with the customer. We have fully refunded the customer and they are satisfied with the end result.

• Initial Complaint

  Date:04/28/2023

  Type:Order 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 the evening of February 15th, 2023 me and my father drove up to the Unique Auto Center car lot in Bloomington California, around 7pm. We were greeted by the sales men at the dealership and I put down a downpayment via debit card of $5,000.00 that same night. I signed papers saying that my cost is $5,000.00, my downpayment is $5,000.00, exactly what I payed them was JUST for my downpayment. We were told that the registration was bought automatically with my downpayment and that the car sales men were throwing in, for free, a warranty for the car. I bought a red 2014 Mini Countryman which had 54,742 miles on it at the time of purchase. We left that night and I was told my car note would be $286.78 on the 1st of every month from the finance company chosen by the dealership which is Westlake Financial. I was told by the sales man that the remaining amount on the car would be "$7,895.00" remaining. "If you payed double your car note you could have it payed off within a year." Everything seemed fined, at the time of signing the papers I wrote with my own hand $5,000.00 on all the cost related things because that was the amount I payed them and we were never in anyway notified of any form of add-ons. Are term was a little under 2 years(24 months) as far as I remember. However, on April 18th my credit report dropped 21 points as Westlake Financial put an inquiry of $14,269. This was about double of what I had left on the car and didn't make any logical sense so I called Westlake Financial that same day in the evening and asked if there was a mistake and they notified me that Unique Auto Center sent them papers saying that I was giving them a downpayment of $2,000.00 exact and not the $5,000.00 that was in my contract with them that I wrote down and charged. I then was sent digital copies of my contract they received from Unique Auto Center to Westlake Financial via email. I also looked at my papers and noticed that I was missing papers from Unique Auto Center, specifically the outlining add-ons to my purchase and the term agreement. In the one's sent to Westlake Financial they sent them that I signed for a 5 year car note lease when I did not, it was for 2 years because I knew I could get the "$7,895.00" that I was told would be my remaining balance on th car payed off. Furthermore the warranty was not free and they charged me for a "Goldstar theft deterrent device" which was totalled to $2,995.00 to which was NEVER disclosed to me, NEVER on ANY of the papers I signed with my own hand on February 15th, 2023... And was NEVER told about until finding out through their version of the contract they gave Westlake Financial. They also charged me $2,000.00 for the "MVP warranty" which again, was promised as free when signing the papers. These two things completely doubled what I had left on the car and has not only drastically damage my credit but as well as put me years in debt with this vehicle that I could have payed off within the next year just from the monthly payments being doubled. I also noticed that all of my signatures and the meddling of my contract that were done by Unique Auto Center were now in complete digital format and that they never sent me home with the original contract that I signed. Me and my father called Unique Auto Center on Monday April 24th, 2023 from the times of 12pm - 1pm pst. I called asking for an explanation and for this issue to be fixed and was gaslight by a sales man. My father then spoke with the same sales mean, "T", whom told my father when asked about the charges "this is how the dealership makes money." We then we're transfered over to the sales manager whom wouldn't disclose their name and repeatedly gaslight me and said "well you signed the papers, your signature is here." I again reminded him that they did not disclose the fact that they would add on the goldstar theft device, or that I would be charged with the warranty. He said that he "could not" take off the goldstar addon that I NEVER wanted but he could take off the warranty, he claimed why he couldn't was because "it was 2 months ago", but you can take off the warranty? No. I told him that this was an unlawful act to which he immediately brought up how "falsifying signatures is unlawful" to which I found very interesting because I didn't say anything about my signatures having infringement of any kind... But this was robbery. Unique Auto Center stole $3,000.00 of the $5,000.00 down as my downpayment and then manipulated my contract with them as well as adding undisclosed charges to my contract. My resolution would be for them to remove the Goldstar theft device and my warranty, give me back the $3,000.00 that was stolen my the payment I gave them.

  Business Response

  Date: 04/28/2023

  We believe the customer is misinterpreting the contract and down payment and may not understand how it works. If you look on page 2 of your retail installment contract it will show you price of the vehicle PLUS any other add-ons, service contracts, sales tax, and registration and it will give you a total amount. The down payment is then deducted from this amount leaving you with an amount financed that a lender will give you a loan for. It is impossible to "steal a portion" of a down payment. If the customer has misplaced or never received some of the paperwork they can easily stop by the office and request a copy of the contract signed. The original contract is the one that is always sent to the lender which they then scan into their system being why the customer was sent a digital scanned version whey they requested it. Our dealership like most dealers have added upgrade add-ons on all vehicles which are added to every vehicles price such as tint, upgraded wheels and rims, surface protection, service contracts, and theft deterrent devices. Some are optional and can be cancelled at the customers request such as a service contract warranty or GAP which are then pro rated and a refund would then be issued to the lender deducting the refund amount from the total amount owed to the lender (amount financed). Other add-ons such as theft deterrent and surface protections are upgrades made to the vehicles and cannot be cancelled because they have already been installed. Our website does state the following disclaimer on ALL vehicle description page;

  "All advertised prices EXCLUDE government fees and taxes, any finance charges, any dealer document preparation charge, and any emission testing charge. The price for listed vehicles as equipped does NOT include charges such as: License, Title, Registration Fees, State or Local Taxes, Smog Fees, or any upgrades installed by dealer such as but not limited to (luxury Tint, upgraded wheels, Upgraded sound systems, Theft Deterrent Devices etc).  While we try to make sure that all prices posted here are accurate at all times, we cannot be responsible for typographical and other errors that may appear on the site. If the posted price for a vehicle or service is incorrect due to typographical or other error (e.g., data transmission), this dealership and their representatives are only responsible for the correct price, which we will endeavor to provide to you as soon as we become aware of the error. We make every effort to provide you the most accurate, up-to-the-minute information; however it is your responsibility to verify with the Dealer that all details listed are accurate. Vehicle images and descriptions posted on our website pages are the representations provided by our suppliers. Please note that actual vehicle may differ slightly from specifications and/or the pictures. The dealership makes no representations, expressed or implied, to any actual or prospective purchaser or owner of this vehicle as to the existence, ownership ,accuracy, description or condition of the listed vehicle's equipment, accessories, price or any warranties. Any and all differences must be addressed prior to the sale of this vehicle. The dealership is not responsible for typographical, pricing, product information, advertising or shipping errors. Advertised prices and available quantities are subject to change without notice. In the event a vehicle is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, the dealership shall have the right to refuse or cancel any orders placed for vehicle listed at the incorrect price"

  The customer has every right to refuse signing any contract at any time as stated before we no not rush or mislead anyone into signing anything they do not feel comfortable with. The customer was okay with the numbers presented to them and agreed by signing and legally binding themselves into a contract. If at anytime the customer felt like we the dealer forced her or were hiding anything she had every right to not sign and walk away from the deal. If you have any questions please feel free to call me anytime Mon-Fri 9am-5pm. Thank you.

  Customer Answer

  Date: 04/29/2023

   I am rejecting this response because:
  This was nothing but "Add-On" Concealment fraud. Was never given the option to if I wanted the goldstar add on, it was not a requirement because it was not disclosed and that's why it was charged as an add-on. Again, the warranty was also said to be free but the business charged me $2,000.00 for it. Furthermore my downpayment was $5,000.00 exact and if it wasn't for the illegal charge of the undisclosed never brought up or called to let me know, about close to $3,000.00 charge of the Goldstar theft device then my downpayment would have been sent to the finance company as it was originally written and signed for as well as payed for $5,000.00 exact. My signatures might be on the business manipulated version of the papers I signed along with the $5,000.00 in dishonest and undisclosed add-on charges as well as me saying I will put a downpayment of $2,000.00, but their contract is not the original contract to which I signed. The only way for the business to fix this situation is to apologize for lying and essentially robbing me of $3,000.00 that originally was for my $5,000.00 downpayment as well as to remove/refund to goldstar theft device, I never wanted it! I was never given the option and again they did not say it was required because if it was then yes I wouldn't have signed and I would have walked out but they lied and it was not disclosed. I want it GONE off of my remaining total/contract. Also the $2,000.00 warranty that was lied to me as free when it wasn't free at all.
  

  Business Response

  Date: 05/01/2023

  As stated before vehicle add-ons are upgrades to the vehicle and there for charged as a add on product such as upgraded wheels, rims, sound systems and theft deterrent devices. Our website disclaimer mentions this on EVERY vehicle detail page as well as third party advertisements. We do not give the option to remove such products because they are products that have already been applied (surface protection) and or installed (theft deterrent devices) We do not sell our vehicles without the upgrade charges so there would be no option for removal.

  As far as the service contract warranty we do not offer those for "free". NVP warranty charges a fee to have the vehicle covered on their 3 star plan for 3 years and or 40,000 miles. That extended warranty is sold for $2000 for this specific vehicle make and model. The dealer warranty that comes with all of our inventory that is essentially "free" is 30 days or 1000 miles for engine and transmission only. The service contract is pro rated and can be cancelled anytime which a refunded portion would then be sent back to the lender.

  When a customer signs an original contract that contract gets copied twice. One copy to the customer and one to the dealer. The original copy is then sent via FedEx to the lender which then scans into a system and sends out digitally if the customer requests a copy. The customer can also request a copy from the dealer as well if they'd like and pick it up in person during business hours. All price, add ons and down payment breakdowns can be found on page 2. If customer did not understand the contract at any time they could have asked questions or simply read page 2 before signing anything. We do not force people nor hide or manipulate any paperwork or contracts. If you have any questions please feel free to call me anytime Mon-Fri 9am-5pm. Thank you.  

• Initial Complaint

  Date:04/21/2023

  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, a first time buyer financed a vehicle on 01/10/2023 from Unique Auto Center at ***** ****** Blvd ***********, CA ***** US
  During my initial visit ****, the sales representative only showed me paperwork once and it was done while I was on the phone providing my information to the insurance company and was rushing me to sign before Fed-Ex came to pick up. I believe this was completely wrong because he did not go over what was being included in my loan, all he ever mentioned was my monthly payment. I am extremely upset at the fact that he also included an extended warranty and tracker to my loan, totaling almost 6k. None of which he ever offered to me or ever once brought up during our conversation that day. I went back to the dealer about 3 days later on my next day off to question them about this situation and have them cancel both since I know both are optional. They gave me the run around saying they could not cancel neither because they were both mandatory and even offered to wash my car and provide a free oil change for the ‘inconvenience’. So I decided to pay them another visit in which they agreed to cancel the extended warranty. The only reason the dealership agreed to cancel is because I put them on the phone with the extended warranty company who told them they must cancel upon my request. They were so upset they kicked me out and threatened to call police because I also wanted to have the tracker canceled. It took them close to 3 months before they even issued a refund for the warranty. I was told by the warranty company the warranty was never active because the dealer failed to send payment. I am now trying to have the tracker cancelled and refunded. I also contacted ******** company on 01/30/23 to have it cancelled and was told they would send a cancellation request to the dealer but I found out today that never happened. The dealer said they never want to see me in their office again and keep hanging up my calls so I would like to have this resolved

  Business Response

  Date: 04/22/2023

  Hello, 

  Many dealers add accessories and dealer add ons to vechiles such as upgraded wheels, tint, sound systems, paint protection and theft deterrent systems. These add ons are upgrades made to a vehicle and cannot be canceled. The vechile the customer purchased was equipped with an anti theft deterrent that was added for security and perks on the vechile. The details were then emailed to the customer and the app was installed on customers phone and walked through how it works. Once pre installed we cannot remove it, which was explained to the customer time and time again. The service contract warranty in question also was canceled at the customers request and was refunded to the lender which was then deducted from the amount financed. The warranty was never active because it was canceled as the customer requested 3 days after the initial sale. The process of getting it canceled and receiving a refund check from the warranty company and then sending it back to the lender is the reason why it took a little longer then the customer thought it would. We have already refunded the service contract as requested but are unable to cancel an upgraded third party add on device as stated before. The customer read and signed all contracts before purchase and was made aware of all fees and upgrades and has the right to refuse signing of any docs before making a purchasing decision and locking themselves into a retail installment contract with a lender. If you have any questions or would like me to explain how an upgraded products are uncancelable please feel free to reach me anytime Mon-Fri 10am-5pm.

   

  Thank you. 

  Customer Answer

  Date: 04/27/2023

   I am rejecting this response because:
  
  
  I completely understand certain vehicles come equipped with extras. However, the dealer should disclose this information to the customer. I do not believe it is ethically right for you, as a dealer to include these upgrades in the loan without prior agreement from the customer. Not only was it very wrong, there was also no need for **** to create a sense of urgency, saying I better hurry up and sign because FedEx was going to come pick up the documents, all while I was on the phone providing my information to the insurance company. I would also like to note these are all optional and should not be described as ‘mandatory’ the way you have time and time again every time I have tried to get them cancelled. Like I said before, none of these upgrades were ever presented to me at the time of purchase and there are multiple cameras in your office that can account for what happened every single time I visited your office. No email was ever sent to me regarding the anti theft device. I have asked your office in person to provide me proof of said email you speak of and no one has been able to present that to me. I can also affirm the app was never installed on my phone and I was never ‘walked through on how it works’ as you mentioned. I purchased the vehicle on 1/10/23 which means I should have been provided with that information then and there. Yet, I was not told about the app until 1/25/23. This comes 24 days after… I had been trying to have it cancelled within about 3 days from the vehicle purchase. The only reason I was even told about the app was because I went back to your office for a refund on the tracker since I was told by the company ‘********’ the tracker was never activated and should be cancelled upon my request and a refund be processed. I truly believe these upgrades were added on to my loan in hopes I would never find out about them which makes me extremely upset. ‘********’ also informed me the name on the account was under ‘****** *******’ so why was that the case? I have never used that name in my life. In regards to the service contract warranty, the dealer was adamant it was mandatory and could not be cancelled regardless. Therefore, it took me having to call the warranty company to have them talk to the dealer about the cancellation because the dealer was refusing to cancel. Now, the dealer says it was never active because I requested it be canceled 3 days after. However, I spoke with the warranty company myself and was told the warranty should have been active upon the purchase date 1/10/2023 but the dealer failed to provide payment for it so it was never activated and was voided all together on 1/26/23 due to no funds being available to cover the policy. This means, the dealer never cancelled the warranty, never requested a check, and never received a check from this company like they claim. I am truly exhausted going back and forth with the dealer regarding these upgrades I was never told about. I wish they would just be upfront and honest about the way they do their business. Believe me, had I been given the opportunity to read the contract thoroughly before and/or at least made aware of these upgrades before I was rushed to sign the contract I would not be here and let’s not talk about the gap insurance that was also added onto my loan. And why was I told by **** to tell the bank I had put down $1,500 if they ever asked? Shouldn’t the dealer be truthful in their business as required by law?
  

  Business Response

  Date: 04/27/2023

  Hello again, The vehicle was sold on 1/10/23 and sent to Westlake financial which then does verifications such as employment, income and address. The verification process for a financial institution to fully finalize and fund a deal usually takes anywhere from 1-2 weeks depending on how busy they are. Once funded all third party add on's and warranty's are then paid for by the dealer and activated. This is where the customer is confused on why she got the email sent out on the ******** device on the 25th of January instead of the same day of purchase. The customer and her mother came into the office on the 25th requesting information about the device and we explained to them that it could not be cancelled as it is a hard add on unlike the warranty. She then claimed to have never got an email. The manager then pulled her aside and personally asked for her email and phone number which she provided (See attachment Photo) ********************@GMAIL.COM and ###-###-####. The last name ******* on the account may have been an error but can easily be changed by the customer via the ******** app that she downloaded the same day after receiving a text from ******** at 12:38pm (See attached same photo for date and time reference). Our dealer website has a disclaimer at the bottom of EVERY vehicle detail page which states the following;

  "All advertised prices EXCLUDE government fees and taxes, any finance charges, any dealer document preparation charge, and any emission testing charge. The price for listed vehicles as equipped does NOT include charges such as: License, Title, Registration Fees, State or Local Taxes, Smog Fees, or any upgrades installed by dealer such as but not limited to (luxury Tint, upgraded wheels, Upgraded sound systems, Theft Deterrent Devices etc).  While we try to make sure that all prices posted here are accurate at all times, we cannot be responsible for typographical and other errors that may appear on the site. If the posted price for a vehicle or service is incorrect due to typographical or other error (e.g., data transmission), this dealership and their representatives are only responsible for the correct price, which we will endeavor to provide to you as soon as we become aware of the error. We make every effort to provide you the most accurate, up-to-the-minute information; however it is your responsibility to verify with the Dealer that all details listed are accurate. Vehicle images and descriptions posted on our website pages are the representations provided by our suppliers. Please note that actual vehicle may differ slightly from specifications and/or the pictures. The dealership makes no representations, expressed or implied, to any actual or prospective purchaser or owner of this vehicle as to the existence, ownership ,accuracy, description or condition of the listed vehicle's equipment, accessories, price or any warranties. Any and all differences must be addressed prior to the sale of this vehicle. The dealership is not responsible for typographical, pricing, product information, advertising or shipping errors. Advertised prices and available quantities are subject to change without notice. In the event a vehicle is listed at an incorrect price due to typographical, photographic, or technical error or error in pricing information received from our suppliers, the dealership shall have the right to refuse or cancel any orders placed for vehicle listed at the incorrect price"

  The customer has every right to refuse signing any contract at any time as stated before we no not rush or mislead anyone into signing anything they do not feel comfortable with. The customer was okay with the numbers presented to her and agreed by signing and legally binding herself into a contract. If at anytime the customer felt like we the dealer forced her or were hiding anything she had every right to not sign and walk away from the deal. If you have any questions please feel free to call me anytime Mon-Fri 9am-5pm. Thank you.