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:11/26/2024

  Type:Sales and Advertising 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.

  Lied about the contract avoided payment when offered and took the car. 

  

  Business Response

  Date: 12/02/2024

  Mrs ************ sorry to hear youre having trouble with your car loan. I would like to clarify a few things. We didnt lie about your contract. We have your loan closing on video, and we would be happy to review it with you so you can see we didnt lie. It appears most of your concerns involve ***************************, your finance company, so I would suggest calling them at ************. **** ****** is their general manager, and he has assured me that hes ready to discuss your situation.
  

  Customer Answer

  Date: 12/03/2024

  I am rejecting this response because: I have dealt with **** and he is rude disrespectful when my husband was trying to talk to him **** told him to leave or he will call the cops **** is the problem here I have text messages of him not responding to my questions concerns or me trying to make the payment this place is very unprofessional disrespectful and no compassion when told the life situation I asked to help with the help when my father brother and brother all passed away at the same time and pretty much got told get fucked 
  

  

  Business Response

  Date: 12/11/2024

  Mrs. *********** sorry youre having difficulty working with ****. As an alternative you can ask for ***** when you call. She also works in that office and will be happy to be your point of contact going forward. Keep in mind there is really no need to ever talk to an *** employee, providing your account is current and you have the required car insurance. You can make payments online or you can simply mail a check to the office instead of calling in. You can also drop a check or money order in the drop box in the front door if that is easier for you. These options will have zero contact for you.  
  Regarding **** asking your husband to leave. Im told that you and your husband were yelling and screaming at him in the office. When customers display poor behavior like this, employees are trained to ask customers to leave. When customers refuse to leave employees are trained to call law enforcement for assistance. You should expect this pretty much everywhere you go. Speak to the staff in a reasonable manner and they will return the favor.
  Regarding your tough life situations. Were sorry youre going through an unbelievably hard time. We understand that emotions can run high in these situations. Im told that you were offered an account modification, but you refused to sign the legal disclosure that comes with it.Without you understanding how it works and acknowledging how it works in writing **** was prevented from making a modification to your account. If you would like to discuss your account ***** can be reached at ************ or at the email **************************************     

  Customer Answer

  Date: 12/12/2024

  I am rejecting this response because: **** never sent the paper work over for me to sign I have the messages showing him stating he will need to send them to me and I replied ok please send the paper work over that I needed to sign he never did myself or my husband was not yelling that is not true and he tells me the insurance that I have is not good enough for you guys that I need to switch it I also have the messages showing me reaching out to him to make payments and him not replying when I stated theres an issue with system and he never responded 
  

  

  Business Response

  Date: 12/24/2024

  Mrs. ************* required insurance coverage was agreed upon in writing when you purchased your vehicle. If you have questions about the required coverage, please call ***** at ICS ************, she will be happy to answer any questions you have. You can also refer to your purchase paperwork for details. 
  Regarding your texting issues. Im told you were texting from an unregistered number. When you change your phone number you need to register your new number with ICS and opt in for texting before texting can work. **** system has no way of knowing who you are when you text them from a random unregistered number, so it wont show up in your account. You already know this since *** has already helped you register your new number to make texting work again. If you ever dont get a response to a specific message,feel free to call, email or stop by in person. The posted hours are 9-6 Monday through Friday and theyre happy to help.  

• Initial Complaint

  Date:01/16/2024

  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.

  Highway Motors utilizes an in-house financing option through ***************************. While attempting to pay down my account balance and reduce my outstanding balance age I was refused the option to make multiple partial payments initially to reduce the accrual of interest on my account, and then my access to the payment system was restricted so I was unable to make any payments on my account unless it was over the phone with ****. My account then went into a past due status and when attempting to make payments on my account I was refused unless I made the payment amount indicated by them. I was informed at one point that if I made a payment of $670 my account would return to a current status, and when I called back less than a week later I was informed my vehicle was being sent out for repossession and I would be required to pay over $1800 to get my vehicle out of repossession. At the time I offered to pay $1259 to cover and past due amount and fees, which would leave just the current amount that would be coming due in an attempt to reduce the effect that this situation was having on my credit and I was refused. I have made numerous attempts to work with **** to find a solution and to make payments and have been denied on multiple occasions. This has caused my account to continue to get further behind because the payment account being demanded are unreasonable and unethical. When asked how they can refuse to take money from someone trying to pay them, I was informed that this is how the owner of Highway Motors wants it to be and they are repossessing multiple vehicles every week.

  

  Business Response

  Date: 01/22/2024

  I am in receipt of the complaint filed by **************************  While I won't share specific account details with you out of respect for ******************** right to privacy, I will say that our company has had a difficult time reaching her to communicate adequately. We shut off her online account for this reason, at this point she needs to communicate with us directly.
  
  Ms. ******* account has become several payments past due. The amount that she was offering was not sufficient to stop the account being out for repossession, though she can certainly make that payment if she likes. At this point, it's important that we have direct communication with her so that we can try to work out a reasonable solution to this issue. We can be reached at ************ ask for *********************