Complaints

This profile includes complaints for Car Lux's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Lux

  10836 Hawthorne Blvd Inglewood, CA 90304-2320

  
• 

  Car Lux

  843 S La Brea Ave Inglewood, CA 90301-3842

  

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:12/06/2024

  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.

  Car dealership fraudulently running my credit with someone else's name as a co borrower for a car I did not authorize or have any knowledge about. I also do not know the person. I have many denial letters from the bank with my info as well as a unknown person for a 2019 ***

  

  Business Response

  Date: 12/06/2024

  Dear ******* ****,
  
  
  Thank you for taking the time to speak with me today regarding your concern. After conducting further investigation with our finance director, I discovered that there was a mistake in the submission of a deal, and you were inadvertently added as a co-signer by one of our finance managers. I sincerely apologize for this error and any inconvenience it may have caused.
  
  
  I want to assure you that there is no fraudulent activity associated with your name. As I mentioned during our call, we take matters like this very seriously and have multiple safeguards in place to protect our customers. Although this was an isolated incident, we are reviewing our processes to ensure it does not happen again.
  
  
  Additionally, we are actively working to have the credit inquiry removed from your record. I will personally keep you updated on the progress of this matter.
  
  
  Thank you for bringing this to my attention and for your continued trust in us. Please dont hesitate to reach out if you have any further questions or concerns. Wishing you a fantastic day!
  
  
  Sincerely,
  ***** *******
  General Manager 

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22651400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 12/11/2024

  I continue to get denial letters from banks for credit application for different cars. This auto dealership tried to apply for several cars in my name without my authorization. One time is a mistake.  Running my credit on several different cars that I did not authorize it is unethical and fraudulent, along with adding a co-borrower/main borrower that I have no clue who this person should not be a mistake. 

  

  Business Response

  Date: 12/12/2024

  Dear Ms. ********************** you for reaching out to us again regarding your concerns. We sincerely understand how distressing this situation must be for you and appreciate your patience as we work through the resolution process.
  
  
  As mentioned in our previous correspondence, we have been actively working with the credit bureaus to address the unauthorized inquiries on your credit report. Please rest assured that we take your concerns very seriously. While the process of removing these inquiries can take time, we remain committed to resolving this matter and ensuring your credit report is corrected.
  
  
  We would like to reiterate that our dealership does not engage in fraudulent practices. The situation appears to have resulted from an error, and we deeply regret any inconvenience this has caused you.
  
  
  At this time, the letters youve received from finance companies are automatically generated responses. We are not aware of any new developments beyond what weve already communicated. If any new documentation or details come to light, please share them with us so we can address them promptly.
  
  
  Thank you again for your understanding and patience. Should you have further questions or require additional assistance, please do not hesitate to reach out to us directly.
  
  
  Sincerely,
  ***** *******
  General Manager
  Car Lux Inc. 
  ************
  
  
  
  

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22651400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 12/18/2024

  This dealership ran my credit without my consent or knowledge for several different cars/trucks/suvs. With my name along with someone else I have no clue who this person is. I don't know what information of mine has been shared or given to this stranger they applied for a auto loan. The dealership said it was a mistake. A.mistake happens one time.  They ran my credit several times for different cars . It has effected my credit. Along with health because I have been trying to figure out how to fix this. I also have been very worried about what parts of my identity has been shared and how many people have it

  

  Business Response

  Date: 12/23/2024

  
  Dear Ms. ****************** you for bringing this matter to our attention. As mentioned in my previous email, this situation resulted from a technical error, and we sincerely apologize for any inconvenience it may have caused you.
  
  Please rest assured that we have already taken action by sending a letter to the credit bureau requesting the removal of the unauthorized inquiries. These processes can take some time, but we are confident that the matter will be resolved shortly.
  
  We kindly ask for your patience as the credit bureau processes our request. If you have any additional questions or concerns in the meantime, please do not hesitate to reach out to me directly.
  
  Thank you for your understanding, and we appreciate your cooperation.
  
  Best regards,
  ***** *******

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22651400
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:08/12/2024

  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.

  Subject: Formal Dispute Regarding Add-Ons for Vehicle Purchase Good morning,I hope this email finds you well.I am writing to formally dispute the add-ons that were included in the purchase of my vehicle, a 2012 ************* C-Class (VIN: *****************). After carefully reviewing the Pre-Contract Disclosure and the Retail Installment Sale Contract, I have decided to remove all add-ons that I felt pressured into agreeing to before my credit application was submitted to the banks for financing.The total amount of these add-ons is $2,255, which includes Theft Patrol for $1,795 and Express AutoGap for $460. According to the Buyers Bill of Rights under California DMV regulations, I cannot be forced to purchase these add-ons under threats of contract cancellation or vehicle repossession.I would appreciate it if this email is addressed by the finance director responsible for these add-ons. Additionally, I want to highlight that the sales manager denied me a test drive before we applied for credit and threatened to cancel the sale of the vehicle if we did not agree to purchase the add-ons. My brother and I attempted to convince him to remove the add-ons, but he insisted that we could not proceed with the purchase without agreeing to them. Everything was recorded and can be provided as supporting evidence should the dealer deny our request, manipulate the bank to deny our loan application, or demand the return of the vehicle.If necessary, I am prepared to escalate this matter by filing an INV 172 with the DMV.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 08/13/2024

  Good morning Lieutenant,
  
  I hope this email finds you well. First and foremost, I want to thank you for bringing your concerns to our attention and giving us the opportunity to address them. We value your business and understand how important it is to ensure you feel confident and satisfied with your purchase.
  
  We recognize that you made the trip from ************* to *********** to purchase this specific vehiclea 2012 ************* C-Classdue to its excellent condition with only ****** miles and its competitive price of $12,995. We appreciate your decision to choose us for such an important purchase, and were proud to offer some of the best deals and customer service in the market, which attracts buyers from all over.
  
  As is standard practice in the industry, we offer various products such as ************* and Theft Patrol to protect our customers and their investments. However, its important to clarify that we do not pressure anyone into purchasing these add-ons. The choice to include these products in your purchase is entirely yours, and we always ensure that our customers fully understand and agree to the terms before signing any contract. Our goal is to make your buying experience as transparent and comfortable as possible.
  
  That being said, your satisfaction is our top priority. If you feel that these add-ons were included against your wishes, we are more than willing to discuss your concerns in detail. Additionally, if you are not completely happy with the vehicle, you have the option to return it to us, and we will unwind the deal without any issues.
  
  Please let us know how you would like to proceed, and we will do our best to resolve this matter to your satisfaction. We look forward to hearing from you soon.
  
  Best regards,
  
  *************************  
  General Manager
  ************  
  Car Lux Inc.

• Initial Complaint

  Date:08/12/2024

  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.

  I purchased this vehicle between July and August I went through my ************ Navy Federal to get approved for the car loan pick out the vehicle I wanted and gotten the 27k check with a 5k down payment cleared easy transaction. The sales *** explained to me that I shouldnt have any problems with the vehicle and I shouldnt have to come back to the dealership unless I want maintenance. After the 1st month of ownership I was getting warnings after warning about the vehicle I sent it back to the dealership and after a couple of weeks of it being in the dealership I gotten the vehicle back I didnt drive it for 2-3 weeks after and when I finally did drive it my vehicle caught fire and Im not currently stuck with the car payments and no vehicle.

  

  Business Response

  Date: 08/13/2024

  Dear ******,
  
  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating this situation must be and are here to assist in any way we can.
  
  1. **Purchase Date and Warranty:** Its important to note that your vehicle was purchased on August 14, 2023, which marks one year since the purchase. Unfortunately, after this period, our ability to provide assistance directly may be limited, depending on the terms of the warranty or any extended coverage you may have opted for. Please review your purchase agreement for specific details.
  
  2. **Service-Related Issues:** If your vehicle has recently undergone service at another dealership, I would recommend contacting them directly to discuss any concerns or issues that may have arisen from that service. They would be in the best position to address and rectify any problems related to the service they provided.
  
  3. **Insurance Claim:** Given the severity of the issue, especially if your vehicle caught fire, this would likely need to be addressed through your insurance provider. I would strongly suggest contacting your insurance company as soon as possible to open a claim and begin the process of resolving this matter.
  
  Please feel free to reach out if you need further assistance or clarification. Were here to help and want to ensure that all your concerns are addressed.
  
  Thank you for your understanding and cooperation.
  
  Best regards,
  
  
  *************************

  General Manager  

   ************

  Car Lux Inc. 

  
  

• Initial Complaint

  Date:07/14/2023

  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.

  A vehicle was purchased under my name at this location. When I was made aware of it on June 30th 2023 I reached out to Car Lux to try and set up a meeting. We scheduled on for July 3rd. On day of the meeting I reached out to verify location. I was informed that the people that I needed to speak to were not available. I rescheduled a meeting for July 5th. On said date I arrived at the location. Was made to wait over an hour just so they could get a copy of my ID. I was told that the finance manager was not in the office and that the owner was out of town. That they would reach out to me. I called on 7/13/23 left **** a voicemail to call me back. on 7/14/2023 **** called me back and said they reviewed the video and claim i was the person that purchased the vehicle. i requested the produce a copy of the video and was informed i needed to speak to the owner but information has not been provided. Long story short i was a victim of identity theft, Someone purchased a vehicle at this location pretending to be me. dealership refuses to assist with a resolution.

  

  Business Response

  Date: 03/12/2024

  We have successfully addressed the customer's complaint and taken appropriate action. The incident was promptly reported to the finance company as a case of fraud, and as a result, we repurchased the car at our own expense. However, we have yet to retrieve our vehicle, as we, too, have become victims of fraud. The customer has also reported this matter to the police.

• Initial Complaint

  Date:07/13/2023

  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 came into this place ready to purchase a vehicle. When I asked to test drive it I wasnt allowed to until we talked numbers. I said ok lets talk numbers. They asked me for my information which I provided , but I did not agree or sign anything giving this company permission to run my credit because I wanted to talk numbers before we did a credit check. They were pressuring me into putting thousands of dollars down which I did not agree to. Since we could not come to an agreement , I decided not to go through with anything & left. I checked my credit report & now its showing that my credit was ran & have an inquiry which I did not approve of.

  

  Business Response

  Date: 03/12/2024

  
  
  Dear ****************,
  
  Re: Resolution of Complaint - Credit Check and Test Drive
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience at our dealership. I apologize for any inconvenience or frustration you may have experienced during your visit. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After reviewing the details of your complaint, I understand that you visited our dealership with the intention of purchasing a vehicle. You expressed your desire to test drive the vehicle before discussing numbers, which is a reasonable request. I apologize if there was any miscommunication or misunderstanding regarding the process.
  
  Our standard procedure is to discuss numbers and financing options before proceeding with a credit check. I apologize if you were made to feel pressured into providing your information for a credit check before having the opportunity to test drive the vehicle and negotiate the terms. This is not in line with our standard practices, and I apologize for any inconvenience caused.
  
  I understand your concern about the unauthorized credit inquiry on your credit report. We take privacy and data protection seriously, and we apologize for any confusion or distress this may have caused. I assure you that we will investigate the matter thoroughly and take appropriate action to ensure that this issue is resolved. If the credit inquiry was made without your consent, we will work towards having it removed from your credit report.
  
  ****************, I apologize for the inconvenience and frustration you experienced during your visit. We value your feedback and will use it to improve our processes and ensure that such issues do not recur in the future. We appreciate your understanding and the opportunity to address your concerns.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and apologize for any inconvenience caused. We will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/23/2023

  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.

  I bought a used vehicle at an advertised price of $ ******. The automobile looked to be well maintained. The exterior and interior seemed to be in good shape and all parts were working. I test drove the vehicle and was pleased. I then told the salesperson that I wanted to finance and wanted to see what deal they would give me. He then told me they require 30% down. I explained no problem since my plan was give $5000 down so my notes would be under $300 a month, since I'm on a fixed income. The salesperson went to the finance office and later the finance manager came saying I think we have a deal. By this time, I was really tired I had been there since 2:30 pm and it was well after 6 pm. I'm 75 years old. The finance manager tells me he got financing through **************** (which my financing is with *********** for 72 months, but I could refinance at any time and the interest rate was 12%. My note would be $324/mo. I did not understand the high interest rate since I have very good credit. **** comes in (the closer) we discuss the money and explained I would bring them a cashier check the next day Monday. **** insisted that I complete some paperwork before leaving. So, he hand wrote the sales contract and had me sign it.Monday, early evening I bring them the cashier check, finish signing the paperwork and pick up the vehicle. Unfortunately, I left the paperwork in **** office and was not able to pick it up until Thursday. That night I looked over the paperwork and was surprised my affordable $****** vehicle had mushroomed to over $21,000 I couldn't believe they had been so deceptive. The first thing Friday morning I called **** for an explanation of my contract, and I was told he had to add a $1000 to the price of car so the bank would take the contract. No other explanation accept they have make money too. This is the way business is ran advertise at a lower price and add-on to make profit.

  

  Business Response

  Date: 03/12/2024

  
  
  Dear ******************,
  
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience with the purchase of a used vehicle at our dealership. I apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand that you purchased a used vehicle at an advertised price of $14,789. You found the vehicle to be well-maintained, both externally and internally, and all parts were in good working condition. I apologize if there was any miscommunication or misunderstanding regarding the pricing of the vehicle.
  
  Regarding the financing process, I understand that you expressed your intention to finance the purchase and mentioned your plan of providing a $5,000 down payment. However, you were informed that a 30% down payment was required. I apologize if there was a lack of clarity or miscommunication in explaining the down payment requirement to you.
  
  Furthermore, I understand your dissatisfaction with the interest rate of 12% offered in the financing agreement. Given your good credit, you expected a more favorable rate. I apologize for any disappointment or confusion caused by the interest rate discrepancy.
  
  I apologize for any inconvenience caused by the delay in receiving the paperwork and the subsequent discovery that the total cost of the vehicle had increased to over $21,000. I understand your surprise and frustration regarding the additional $1,000 added to the price of the car. I apologize for any perception of deception or lack of transparency in this matter.
  
  ******************, I assure you that we take your feedback seriously, and we are committed to addressing your concerns and improving our practices. We value your business and want to ensure that our customers have a transparent and satisfactory purchasing experience.
  
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  ******************;

• Initial Complaint

  Date:05/19/2023

  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.

  On April 16 I gave them down payment **** for Tesla 2015 model S but only April 18 I went to pick up the car and I drove it have some problem with cover of charging port malfunction and other accessories inside car broken and they never fix. I came to exchange for model 3 2020 the price is ****** but they told me because we already paid tax for the car 2015 that why we need to put the price to ***** that why your 5k is to this add more. Their theft protection **** they told me is lifetime but I check on application 3 years only. One month pass by DMV sent me license plate Tesla model 3 2020 if they already pay tax everything I should receive license plate for Tesla model S but I called them they said they cancel that why I don't receive it. I ask for 5k back because you increase the price only if you pay tax and DMV but you didn't pay you should refund. I called and they keep hangup on me and the financial guy knew he did wrong he hangup also keep calling him he never pick up the phone. If they already pay for tax that car I agree to to lose **** but they never do, lied and fraud money. Financial guy and the one who try to cheat and hide to many customers

  

  Business Response

  Date: 03/12/2024

  
  
  Dear ****************,
  
  Re: Resolution of Complaint - Repair Issues
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding the purchase and subsequent issues with the Tesla Model S and Model 3 from our dealership. Please accept my sincerest apologies for any inconvenience or frustration this situation has caused you.
  
  After thoroughly reviewing the details of your complaint, I would like to assure you that we take your concerns very seriously and are committed to resolving this matter in a fair and satisfactory manner. I would like to address each of the issues you have raised individually.
  
  Firstly, I apologize for the malfunctioning cover of the charging port and the broken accessories inside the car. We understand the importance of delivering a vehicle in proper working condition. I assure you that we will rectify these issues promptly. Our service department will be in touch with you to schedule a convenient time for the necessary repairs.
  
  Regarding the pricing discrepancy between the Tesla Model S and Model 3, I apologize for any confusion or miscommunication that *** have occurred. We acknowledge that there was an error in the tax calculation and subsequent pricing adjustment. We are committed to resolving this issue to your satisfaction. Our finance department will review the matter and contact you to discuss an appropriate resolution.
  
  I apologize for the delay in receiving the license plate for the Tesla Model S. I understand the frustration this has caused you. Upon investigating the matter, we discovered an administrative error that resulted in the cancellation of the license plate issuance. We have taken immediate steps to rectify the situation, and you can expect to receive the correct license plate for your Tesla Model 3 within the next few business days.
  
  Regarding your request for a refund of the $5,000 down payment, I assure you that we will thoroughly investigate the tax payment and refund eligibility. Our finance department will conduct a comprehensive review of the transaction and promptly address your concerns. We understand the importance of transparent business practices and will take appropriate action to rectify any discrepancies.
  
  I sincerely apologize for any difficulties you have experienced when contacting our staff. This is not reflective of the level of service we strive to provide. I assure you that we will address this issue internally to ensure that all customer inquiries are handled promptly and professionally. I appreciate your patience and understanding in this matter.
  
  ****************, I want to emphasize that we value your business and are committed to resolving these issues to your satisfaction. We understand the importance of transparent communication and trust in our customer relationships. We will work diligently to rectify the situation and restore your confidence in our dealership.
  
  Thank you for bringing this matter to our attention. We appreciate your patience and look forward to resolving this situation to your satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  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.

  On 12/4/22, I bought a used Cayenne for my dad. When I arrived, all the paperwork was ready to go and they included a "gap insurance" policy for $1,200. I asked them to remove it because it was not necessary with the amount of down payment I was putting down. The salesman and manager said not to worry and I could easily cancel it as soon as I walked out of the dealership and get my money back and it could take hours to redo all the paperwork if we wanted it removed. My mistake was taking them at their word. It has been months and I still have not received my money back. I would like to receive a check back for this $1,200 ASAP.

  

  Business Response

  Date: 03/12/2024

  
  
  Dear ****************,
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding the refund for the gap insurance policy purchased during the acquisition of a used Cayenne at our dealership. I apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand that you requested the removal of the gap insurance policy, which was included in the initial paperwork for $1,200. Our salesperson and manager assured you that the policy could be easily canceled after leaving the dealership and that you would receive a refund. I apologize for any miscommunication or misunderstanding regarding the process and timeline for the refund.
  
  I understand your frustration and disappointment that it has been several months since the purchase, and you have not yet received your refund. I apologize for the delay and any inconvenience caused by the extended timeframe. Rest assured, we are committed to resolving this issue promptly and ensuring that you receive the refund you are entitled to.
  
  To expedite the resolution process, I have personally reviewed your case, and I will be working closely with our finance and administrative teams to ensure that your refund is processed as quickly as possible. I apologize for any inconvenience caused by the need to redo the paperwork initially and any subsequent delays in issuing the refund.
  
  ****************, I assure you that we take your feedback seriously, and we are committed to addressing your concerns and improving our practices. We value your business and want to ensure that our customers have a transparent and satisfactory purchasing experience.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to expedite the refund process and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/23/2023

  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.

  First time customer here, and this dealership did not take care of my wants as a customer. I reached out about a ****** Cross trek they had on this lot. Filled out my credit application on there website to save some time before going to the actual dealership in person which was convenient and nice to have available on there website. As soon as I filled it out, I got confirmation emails and a text from a sales man asking if " I was interested in the vehicle" . Of course! i filled out the paperwork, why wouldn't I be interested but anyway I responded and he told me they would reach out again on Monday, since they are closed on Sundays.Didn't hear anything back from him or the dealership, so I reached out myself and he had told me straight up that they can't work with me. Rejecting me completely. Without even offering to give me other options, or inviting me to the car lot to maybe check out other cars if the ****** didn't work out with my terms, but nothing. It clearly says on the website they work with all kinds of credit, no drivers license, previous repossessions, first time buyers, no credit, etc. I'll post up there sneaky ads on this post for anyone wondering. The salesman I talked to was not motivated to make a sale for the business, he didn't accommodate and the service wasn't helpful at all. They loss out on a sale, they could of had.

  

  Business Response

  Date: 03/12/2024

  
  
  Dear ********************,
  
  Re: Resolution of *********** ******* Issues
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience at our dealership. I would like to sincerely apologize for any inconvenience or frustration you may have experienced. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I would like to address the issues you have raised regarding the lack of responsiveness, rejection of your credit application, and the perceived lack of customer service.
  
  Firstly, I apologize for the lack of communication and follow-up after you filled out the credit application on our website. We understand the importance of timely and effective communication with our customers. I assure you that we will investigate this matter internally to determine what led to the breakdown in communication. We value your time and interest in our dealership, and we apologize for any inconvenience caused.
  
  Regarding the rejection of your credit application without offering alternative options or inviting you to explore other vehicles, I apologize for the disappointment and frustration this has caused you. We strive to provide a high level of customer service and ensure that all customers are treated with respect and consideration. We acknowledge that the response you received was not in line with our commitment to customer satisfaction. Our sales team should have explored other possibilities and worked with you to find a suitable solution. We will address this issue internally and provide additional training to our staff to ensure that this does not happen in the future.
  
  I apologize if our advertisements may have given the impression that we work with all credit types without exceptions. While we do strive to assist customers with various credit backgrounds, there are cases where certain limitations or requirements may apply. We understand that this can be disappointing, and we apologize for any confusion or inconvenience caused by the mismatch between your expectations and our ability to assist. We will review our advertisements and ensure that they accurately reflect our credit policies and limitations.
  
  ********************, please be assured that we value your feedback and take your concerns seriously. We apologize that we were unable to meet your expectations as a first-time customer. Our team will use this feedback to improve our processes and ensure that we provide a better experience for our customers in the future.
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We sincerely apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/23/2022

  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.

  I applied for a car loan at this lot. While advertising Competitive pricing, knowledgeable staff & superior customer service, this could not be further from the truth. I currently have an approval from 2 different lots from the same banks. Similar car price and same down.
  
  Upon running my credit, they immediately said NO CAN DO. I asked why did you not submit my file? Who did you get a denial from?
  
  Based in "40 years of experience we know how the banks work." They asked for 30% down 10k down. I questioned what is the price of the car as it says 36k. I am approved for 45k with my current lender. They just run your credit false advertisements and the absolute worst customer experience. I can see why this company has a D- rating and mostly 1 star reviews. I am blessed to not have been one suck with a lemon off their lot seeking damages.
  
  If they did not actually submit my application just self determination what they "THINK" the bank (who have issued a full approval) as of today with 2 lots. I expect them to remove all inquiries of my credit. Even after I asked, they were like you have 75 inquiries anyway. Yes, I do however I have approvals and they were valid applications not just running credit to assume. As a bank underwriter, they will never know how the banks work, they are not the decision makers!!

  

  Business Response

  Date: 10/26/2022

  ********************************* submitted his credit application on line, based on his credit history unfortunately we where not able to get him financed. The lenders that we work with required more down payment due to the value of the vehicle he wanted. We are not able or authorized to remove inquires.

  Customer Answer

  Date: 10/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  What banks did you submit my file to? How did you determine that decision?
  
  My credit terms were added in the note section why did you run my credit if you do not have the resources to finance me?
  
  I put the down payment, credit in the notes section. You wrecklessly ran my credit without reading. I have 3 approvals from other lots with various lenders.

  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/26) */
  Mr. ***** ********* submitted his credit application on line, based on his credit history unfortunately we where not able to get him financed. The lenders that we work with required more down payment due to the value of the vehicle he wanted. We are not able or authorized to remove inquires.
  
  
  Consumer Response /* (3000, 7, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  What banks did you submit my file to? How did you determine that decision?
  
  My credit terms were added in the note section why did you run my credit if you do not have the resources to finance me?
  
  I put the down payment, credit in the notes section. You wrecklessly ran my credit without reading. I have 3 approvals from other lots with various lenders.

  

  Business Response

  Date: 03/12/2024

  
  
  Dear **********************,
  
  Re: Resolution of Complaint - Loan Application Experience
  
  I hope this letter finds you well. I am writing in response to your recent complaint regarding your experience with our dealership during the car loan application process. I would like to sincerely apologize for any frustration or inconvenience you may have encountered. We take your concerns seriously and are committed to addressing them promptly and effectively.
  
  After carefully reviewing the details of your complaint, I understand your disappointment with the outcome of your loan application and the perceived lack of transparency during the process. I apologize for any confusion or dissatisfaction caused by the way your application was handled.
  
  Our intention is to provide competitive pricing, knowledgeable staff, and superior customer service to all our customers. However, it seems that we fell short of meeting your expectations, and for that, I apologize.
  
  Regarding the denial of your loan application, I understand that you have received approvals from two different lots with the same banks, offering similar car prices and down payments. I apologize if we were unable to provide you with a satisfactory explanation for the denial. Our staff should have been more transparent and communicative about the reasons behind the decision.
  
  I apologize if there was a misunderstanding regarding the submission of your application. It is our standard practice to submit loan applications to the banks for review. If your application was not submitted as requested, I apologize for the oversight. We value your feedback and will use it to improve our internal processes to ensure that all applications are handled promptly and accurately.
  
  Regarding the inquiries on your credit report, I understand your concern. We will investigate the matter and take appropriate action to address any unnecessary inquiries. We apologize for any inconvenience caused by this situation.
  
  **********************, I want to assure you that we take your feedback seriously and strive to improve our services based on customer experiences. We apologize for any frustration or disappointment caused during the loan application process. 
  
  Thank you for bringing this matter to our attention. We appreciate your feedback and the opportunity to address your concerns. We apologize for any inconvenience caused, and we will make every effort to improve our services and ensure customer satisfaction.
  
  Sincerely,
  
  *************************