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:03/31/2025

  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.

  I purchased a new vehicle from this location, I was over charged for the vehicle. I was charge for extra items that the vehicle does not have. I was not given a copy of the contract after a week Later. I asked the finance manager the total of the vehicle and he told me $64000. When I got to see the loan it was over $73,000. His explanation was interest fees, but when he finally send me the contract I saw other charges. The vehicle had a sale price of ******. Online ******. I was charge for an alarm and coating that the vehicle does not have. I received a loan disapproval for $68,000. This is how I know they added extra fees once I got approved for a higher loan.

  Business Response

  Date: 04/21/2025

  We have cancelled the optional products customer decided later that they did not want.

• Initial Complaint

  Date:03/05/2024

  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 didnt have to pay nothing out of pocket if I used the warranty but they told me to purchase the new engine through them I would be covered for it for another year but now they dont want to fix anything and are charging me I paid about ***** out of pocket and ****** with my insurance no one tried to help or resolve anything everything was about the money witch I just got the engine and the car isnt working correctly and they promised warranty for a year I paid extra out of pocket because they promised me warranty I called and went to the business many times to try and resolve the issue this happened June 29, 2023 A week after the engine was repaired the ac stopped working but they said it wasnt covered but a few months before we had got it repaired already so it should have been fixed already. They said it wasnt covered so all summer we didnt really drive it cause of the heat mind you im still paying for this car plus insurance and the new engine has less than 200 miles on it. I just want my vehicle fixed Ive game them so much money for things they fixed but end up not being repaired a week later. Do they just do that on purpose so I can pay extra? I just want my vehicle fixed without having to pay anything out of pocket they are being unreasonable and I have been very polite and patient with this unprofessional business.

  Business Response

  Date: 03/06/2024

  I spoke to ******************** on 3/6/24 and explained to him the air conditioning issue he is having is not part of the engine warranty he received when the ************************ bought him an engine. He also claimed the needs a fuel pump and injectors that are also not part of any warranty. His vehicle has ******* miles on it and many parts are way out of warranty.
  The engine has a warranty for the engine itself, these other items and issues do not fall under the engine warranty. During my conversation with ******************** this morning I invited him in to the dealership for an in depth diagnosis at no charge to him. He agreed and will drop off the vehicle on Saturday 3/9/24 for Monday visit.
  I promised him the diagnostic and consultation afterwords.
  We did not agree to any refund or rebate. We will apply any warranty coverage on any part that has warranty coverage after we inspect the vehicle.

• Initial Complaint

  Date:03/08/2023

  Type:Product 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.

  In November 23, 2021 I purchased a 2022 ***** Suburban, for which I've traded a vehicle (2015 ***** Suburban) for which I had paid for my license plates. However, since the license plates had just been paid, a refund check was sent to Penske for $280, however Penske never sent me this refund. Until Jan 23 of this year Penske sent me a refund check for the $280, but the problem with the check is that the date on the check reads 04JAN22. I tried to deposit the check, but was denied because the check has an expiration date of 90 days from the issued date. I contacted Penske to get this issue resolve, but the finance individual who assisted me I think is ***** was rude and insisted that I should deposit the check, event though I explained to her that I had already been at the bank and the bank denied it because it was expired. She was very condescending and just told me that they were not going to re-issue the check. I kindly asked her to please revisit this, because this was not fair. I have waited for almost 2 months since I first contact them and no check was ever re-issued. this is why I am reaching out to you for assistance please.

  Business Response

  Date: 03/10/2023

  I have researched this and found out that an error was made on the date for the check that was  issued.  I have asked my business office to reissue a new check and have it Fed Exd  to customer today.  The tracking number for the check is 7715-3704-0280.

  Customer Answer

  Date: 03/12/2023

   
  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. I truly appreciate the urgency displayed on this process.
  
  Sincerely,
  
  *******************

• 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.

  Went buy a truck and the sale man are rude at the month they sold me a lemon piece of junk and wrote me a bad check for my money back for my down payment they wrote the deal up wrong did how they wanted to not the way I put my money down add stuff without asking. The truck had alot of problems. Cracked window unsafe truck.

  Business Response

  Date: 03/03/2023

  He had some complaints about a used ****** Tundra he purchased.  We unwound (Voided) the deal and we returned his down payment back in a form of a check for $1000.  I believe his bank put a 7 day hold on it for some reason beyond our control.  I tried to explain this to him, but he would not listen to any of my reasoning.  

• Initial Complaint

  Date:11/19/2022

  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.

  Just got back from Penske and wasted 3 hours of my life (5 if you count my commute there and back). I had been approved for a $5K CVAP Electric Vehicle Grant, and Penske was listed as one of the few authorized dealerships in my area that would process the grant. I reached out to Penske to see if they had any Bolt EUVs in stock and was told the only way to get one was to put a deposit down. I was courted by **** (salesperson) to put a $1000 deposit on a base Chevy Bolt EUV 2LT. After 3 weeks I received a call from **** that the car was ready for pickup. We had agreed on the price over the phone (MSRP $28805, No Markup). I had done my research and MF was around .004 & 61% residual for a 36mo/10k mile lease. When I showed up to the dealer, **** processed my application and confirmed that the MF & Residual was the same as what I had researched. **** also told me about the $500 Healthcare worker incentive which I already knew about. Once we agreed on the sale price, I then told **** about my $5K CVAP grant being the reason I chose to purchase through Penske, and **** said he had not heard of it and would go talk to *****. I mentioned that Penske is clearly listed on CVAPs website as an authorized dealership. **** came back and said that they are unable to do the CVAP because it would take them 3 weeks to get paid on the car and that they can't wait that long to sell the car. I was furious. Long story short, I walked out and went over to Premier Chevy in Buena Park where they did actually offer the same deal + process my CVAP. WAIST OF TIME. *********************** to say on my way out, "What's your problem?".
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/23) */
  We are sorry that you feel like you wasted your time with us. Unfortunately, we were not aware you were planning on using the Clean Vehicle Grant. Otherwise, we would have notified you in advance that our company has a policy to hold the vehicle until the paperwork is verified and the grant is paid, which can take a few weeks. This right is clearly written on the CVAC website under Dealer Instructions. We cannot speak for other dealer's policies on how they handle these grants. In either case, I do apologize for your time being wasted. That was never our intention.
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You did not offer to process the CVAP grant and hold the vehicle. Your sales manager plainly stated "we can sell this car tomorrow, we can't wait 3 weeks for your grant". You have not even refunded my deposit and it has been 2 weeks. Now I have to file a chargeback with my credit card company. You guys are the worst dealership I've ever dealt with. Very unprofessional.
  
  
  Business Response /* (4000, 9, 2022/12/02) */
  I was not aware of your deposit. If you would like to contact me directly and provide me your credit card information, I would be happy to refund any deposit you put down on the vehicle.
  
  
  Consumer Response /* (4200, 11, 2022/12/05) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  You charged a $1,000 deposit to reserve a Chevy Volt EUV. You guys are ******. You have all my information in your records, issue a full refund or I will file a police report for theft & fraud and contact my bank to file a chargeback claim on your dealership.
  
  
  Business Response /* (4000, 13, 2022/12/06) */
  The $1,000 refund to the credit card was processed on 11/30/2022. You can continue to call us ****** if it makes you feel better. We followed the directions on the CVAP grant website which allows the dealer to hold the vehicle until we are funded. You refused and wanted delivery the same day. If you want proof of the refund, I would be happy to email you a copy of it. I just need an email address to send it to.

• Initial Complaint

  Date:09/10/2022

  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.

  After spending nearly 50 thousand dollars here on a truck, I was treated like a piece of trash and they called the police on me. I purchased an additional clear coat for the paint on vehicle, I was told that I would be contacted in a day or 2 to have the job done after trying to schedule the service for nearly 2 weeks some strange spots appeared on the paint I contacted they dealer they assured me it would be taken care of when I came in for the clear coat. I brought the truck in and they could not remove the spots. When I came back to speak with the manager about the issue I decided to record the conversation for my records, and it was at this moment that he completely lost it on me. He refused to speak to me about the issue and kicked me out when I ask him what the issue was he continued to yell and said he would call the police and sure enough he did. As a person of color having the police called on you when you have done nothing wrong can be quite traumatic as I did not know what was told to them when called and I did not know how they would react to the situation. This is no way to treat a paying customer and I'm sure I'm not the only person to have a terrible experience and the hand of the sales manager ******
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/12) */
  customer complained about the spots on the vehicle,
  as he was asking for help, he started videotaping without any consent, he was asked to stop taping but started getting loud.
  we had a showroom full of customers, he started shouting and making negative comments about the dealership.
  he was asked to exit the showroom but he refused.
  
  Police was called to escort the customer off the property.
  
  customer did not give us a chance to assess the condition of the vehicle.
  
  ***** will be calling the customer to work out a solution.