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:01/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 12/8/2024, I purchased a vehicle with Karplus Warehouse **** Before leaving the dealership we noticed the left rear signal light was not working, as well as the fog lights in the front of the vehicle. I had already signed the contract, and your dealership refused to fix it. However, shortly after the purchase, I also experienced an empty gas tank after being told the tank would be filled up upon purchase. Before arriving home that same day, the check engine light turned on. When I arrived home, the low oil light also turned on. I took it to the service department for *********************************** on December, 20 2024, **************** with a certified mechanic, I was informed that there were several issues. The first was: They found faults for the secondary air injections, found vacuum lines are loose and some were deteriorating. They recommended starting with replacing the valve and lines. The second issue was: They found lights working intermittently and bulbs were old. They recommended starting with the replacement of bulbs and cleaning contacts. I have received an estimate $799 for the replacement of the front fog lights and rear lights. The parts have been ordered and are estimated to arrive on January 8, 2025. I also requested an oil change due to the vehicle not having one done upon purchase of the vehicle. I have been in communication with ******* and ******* with your dealership about these issues, and have not been assisted. The total cost of the repairs amounted to $110.00 for the lights repair estimate and $681.03 for the air injections, as well as the oil change for $184.53. The light order was $799 with parts order pending arrival. Another one of the issues was that the valve cover is leaking and needs replacing. The other issue is the oil filter housing leaking which needs a reseal. We sent a demand letter. The dealership only wants to pay $500. I purchased this vehicle under the understanding that it was in good working condition.

• Initial Complaint

  Date:05/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My problem is that the initial price and amount paid in full via official cashiers checks from my bank. I am now being told that this Karplus warehouse does not believe that my bank is truly a real bank and they want to have their own car loan put into my name, even though they have the payment in for this vehicle that was picked up nearly 2 weeks ago. They have also contacted my bank and told them that they dont believe the checks to be real and argued the fact that they want to have a car loan with their own institution instead of my bank.

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  05/06/2023 I have Issues getting insurance on my car that I brought from a car lot because the insurance company stating that its a limo I came to the car at lot to buy a use and I found out the sold me a limo with without it was a limo know I cant get insurance on my car. Im denied by all the insurance company. The engine came on after 3 days. I have been problem for 1 year trying to get insurance. I thought I was buying a Cadillac and they sold limousine Cadillac.

• Initial Complaint

  Date:05/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 the electric vehicle on 06/16/23, the car main component: the high voltage battery failed on 10/17/23. I called Karplus 2 weeks after buying the car, because the battery wasnt performing properly. I tried to return the vehicle multiple times and have asked for any sort of alternative or resolution, all of which were denied or dismissed by KarPlus Warehouse. They still refuse to take action or aid me. The car was advertised as in great condition and reliable, both online and in person by *********************************** who showed me the car and assured me the car was great and would last until the end of my finance contract of 5 years with an extremely high APR. They also mentioned that the manufacturers warranty was still in effect, which was also not true and had expired 5 months prior my purchase. I was a first time buyer and had little to no knowledge of cars. I now owe over $12,000 on a vehicle that has no possibility of repair because the Chevrolet Spark EV high voltage battery replacement is back ordered indefinitely. They also sold me a ****** leaf 2015 2 weeks before I bought the Chevrolet Spark, which I was able to return because I showed them ******s Certified Service Center diagnostics showing the battery was faulty and would need repairs of over $15,000. The car is currently for sale on Karplus website and advertised as in great condition, even after I returned it and proved that the car battery was faulty and will need repairs. I have been seeking a cancellation of my purchase agreement and to return the 2015 Chevrolet Spark EV to Karplus Warehouse since June 29th 2023 because I predicted the battery would fail. When it failed in October 17th, I contacted them and they still have not offered any alternatives or resolutions to their fraudulent, misleading and misrepresented sale.

• Initial Complaint

  Date:03/13/2024

  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 have encountered significant issues with a vehicle that I leased from Karplus Warehouse dealership located at; *******************************************************************************************. Shortly after the acquisition, I noticed unusual vibrations while driving. Which led me right back at the dealership being that I did just purchase this vehicle & was alarmed that I was already experiencing problems.Despite my numerous attempts to communicate this issue to your team, it regrettably appeared to have been disregarded I was advised to rely on my warranty,which was subsequently denied on two occasions due to the defect being preexisting and as a result of mileage, both of which seem inappropriate considering the timing and nature of the problem. I found this situation discouraging, as it gave me cause to suspect that there may have been tampering with the odometer and other faulty things going on with my vehicle and the dealership itself After my first warranty denial, I spoke with *******, one of the employees, who confusingly advised me to retract my legitimate statement to the warranty company and misrepresent the facts. I found this advice to be unprofessional and unacceptable. Now that they were aware of my complaints, and despite their own admissions about the vehicle's defects, the company refuses to provide a full refund.While I ultimately managed to speak with a manager,I found the response equally unsatisfactory.I was criticized for informing the warranty company about the vehicle's condition upon purchase and was erroneously blamed for the damage to the vehicle. At present, I am being offered ***** less than partial refund out of the $6,359.86 that Ive spent & paid including my car note payments in which still are up to date.proposition I view this proposition/ proposal as unfair given the underlying circumstances.I firmly believe in my entitlement to a full refund.Moreover, having on hand audio records of employees accepting their mistakes while indulging in untruthful claims

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a 2011 Cadillac Escalade Hybrid on 07/06/23.Within two weeks of purchase experienced major issues with vehicle and after taking vehicle to a certified Cadillac dealership had to pay $3900.00 after being informed by Cadillac that Karplus neglected to repair the air hose prior to putting vehicle up for sale now resulting in replacement of air hose, air pump and now radiator. I was contacted by ****************** after informing Karplus of issue via email and was told they would be backing out of loan due to issues with vehicle and Karplus neglect of obtaining required proof of income and bank statements at signing of vehicle. After attempting to email Karplus to try and come up with a solution only to be told to come into warehouse and make sure to bring vehicle my fianc and I went in after work in October 2023 to find management had gone home for the day. We spoke to elezar and informed him of issues and that my fianc and I felt the best solution was to purchase the vehicle outright since we had been required to put down such a high down payment already of $15,000 plus $1,085 payment, we gave that night. leaving us with balance including taxes of $7,213.00 then deducting the $3900.00 for repair leaving balance of $3313.00 which would be paid immediately to own vehicle. He agreed and said he would speak with management in morning. We mentioned we had not received license plates or registration still four months later so we felt the fees should be taken off as well. He informed us the license plates (still yet to receive) and registration had been in managers office and once we paid balance on account, we would be receiving those. we then gave him a cashier's check for $1,085 and he informed us he would be putting that towards down payment since we would be paying vehicle outright. Next day He then informed us we needed to pay $11,000 immediately via credit card to him personally and informed me that was what they can do, and he runs the show not us.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 got this truck on Sept 16 2023 when going home with truck engine light when on told *******(manager and sales agent )imidetaly said to take it back next day and told me to take it to there mecanic which located right next to them had it 2 day said they couldnt find nothing ok light off 3 day later light came back on mecanic said talk to dealer ***** called them said call there mecanic ***** it took him 2 month to give me a appointment took it back honestly until this date they havent fixed the problem then loan me a truck while mine was supposed to be fixing it and when I was heading back to take loan truck bak put gas it didnt want to proceed called them they said it was my responsibility for a defect truck they gave me thank God a mecanic helped me took it back to them my truck supposedly was ready week later engine went on agein I dont recommend this dealer they Refuse to fix it they told me I have to pay for diagnostic and they Refuse to give me money or another good working truck also the breaks are screeching since first day which they said it was normal and it saying needs oil change this is what they sold me

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 believe that Karplus uses deceptive advertising methods to attract consumers to their car lot in an effort to pressure them into purchasing overpriced additions. I experienced this on Saturday, January 21, 2023 when I visited their lot to purchase a vehicle that was widely advertised online, on the dealer's own website and many others, for $39,900. Upon visiting the dealership this price was not consistent with the price written in the car window. The car also did not have its mandatory buyer guide or Monroney sticker displayed anywhere.I found the Karplus representatives to be deceptive, predatory, and dishonest. They shared with me that the listed price of $39,900 was an error, but that they would honor it as a courtesy. Additionally, they shared that the car was equipped with 4 very costly mandatory dealer add-ons. These add-ons increased the price to nearly $52,000. I expressed disinterest in purchasing those items and was immediately met with resistance. They refused to remove the items or be flexible with the price, while aggressively pressuring me to consider purchasing the car. They expressed that they felt my expectations were unrealistic, so I elected to leave the lot without making a purchase.Ultimately we were able to agree on a total price, inclusive of the additional items. This price was still much higher than the advertised price and they also did not honor that price. At the last minute they realized that the registration for the vehicle was not current, resulting in additional fees in excess of $800. They also charged SMOG certification fees which should not be necessary on a 2 year old car with ****** miles in **********. I am disappointed that Karplus refuses to honor their commitments and does not treat their customers with respect and decency.Overall I did not have a positive buying experience and believe that Karplus behaves in a fraudulent manner and employs unethical business practices to the detriment of their community.

  Business Response

  Date: 02/01/2023

  Contact Name and Title: manager
  Contact Phone: **********
  Contact Email: *********************************
  
  Thank you for bringing your complaint to light which gives us the opportunity to set the records straight and give our side of the case.
  
  In the spirit of transparency, this vehicle was advertised at $ ****** plus pre-installed accessories consisting of anti-theft device and door guards totaling $2318.00 which is also shown on the purchase contract were disclosed up front, bringing the total selling price to $ ******. We explained the foregoing to him over and over again.
  Moreover, this very same vehicle was previously being sold for $ ******, which again was disclosed to him, which translated to a reduction of $14,621.00 from the original price.
  He was also complaining about the registration fees,license fee that charge to the deal .We have no control about the fees registration need to process so we can transfer the ownership to the customer......Attached to this is our website discription........That said ... All prices plus government fees and taxes, any finance charges, any dealer document processing charges ($85), any electronic filing charge, and any emission testing charge. The Advertised Price for any vehicle does not include dealer-installed accessories. These accessories can be purchased for an additional cost; WHEELS, LIFT KITS, LOWERING KITS, TINT, PRE-INSTALLED ETCH THEFT DETERRENT, 3M DOOR EDGE GUARDS, GPS DEVICE. PLEASE CALL TO SPEAK TO A SALES ASSOCIATE FOR MORE INFORMATION! Promotions- Offers are limited time only. Check the expiration dates prior to purchase. To ensure your complete satisfaction, We strongly advise, as it is your responsibility to verify with the dealer that all the details listed, including complete vehicle specification and price are accurate, vehicles location and availability preferably before visiting our location. Please call or email. Financing- We finance anyone (O.A.D.) On approved down payment. Rates as low as 3.9% rate based on lender criteria, vehicle restrictions, not all customers will qualify.

  Customer Answer

  Date: 02/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The business has not refuted my claims about their deceptive practices and has also purposefully misrepresented the initial cost of their pre-installed accessories. The $2,318 price listed above is the price we negotiated, and was initially much larger. I am still of the believe that the dealer intentionally misleads customers in their online advertising by intentionally omitting important information about the pre-installed accessories.
  
  Further, the previous price of $56,930 is irrelevant as they were unable to sell the car at this price, which is likely why they elected to artificially deflate the price. Given this price is above the **** it is likely also misstated. Carfax reports that the vehicle was purchased at an auction.
  
  Lastly, the language written in their website description is also deceptive - "The Advertised Price for any vehicle does not include dealer-installed accessories. These accessories CAN be purchased for an additional cost". The use of the word "can" implies that these accessories are option, and as I mention in the initial claim, they are not. Further, this description is not listed on parter websites which the dealership heavily relies on to generate foot traffic. Further attempts to gaslight me and to mislead the public will be met with more formal complaints and investigations.
  
  NOTE: Business does not deny my claims that they repeatedly falsely stated that the advertised price was a "mistake"

• Initial Complaint

  Date:01/24/2023

  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.

  They are listing vehicles for fake prices that they do not then offer when you get there. There was a ***** Civic listed for $10,858. Of course I know dealers tack on fees and there are taxes, registration. But this was ridiculous. They insisted that the price was actually $15,600. This was because the car had an anti-theft system. But this was not offered as an "extra." It was simply part of the car, without which they either couldn't or wouldn't sell it, so the correct price to list was $15,600. I asked them to honor the price they advertised and they refused. This is blatantly deceitful labeling and pricing, and I demand that this dealership be required to list the actual prices of their products. Again, this is not about "fees" and such. It is simply that the car is advertised for a price different from what they are really selling it for. DISHONEST!

  Business Response

  Date: 02/01/2023

  Contact Name and Title: *************************** floor man.
  Contact Phone: **********
  Contact Email: ********************************************
  The claim of this complaint is false and the vehicle in question 2013 ***** civic is been listed at $9,386 for over 30 days and we always honor all online price and we do go over the sales contract showing the discounted price which is the starting point of all our specials online. we also provide detail understanding on all our vehicles being discounted.
  
  this....
  Description says it all.
  
  2013 ***** Civic Sd 4dr Auto LX......Wholesale Prices Available to Public now! Hurry these amazing great deal will end soon, Lowest Prices in the Market..."PRICED TO SELL"... INCREDIBLE WEEKEND SPECIAL, EZ FINANCING WITH LOW RATES, BAD CREDIT OR TIN NUMBER WELCOME, Public, Dealer's, Wholesaler's welcome to the largest Pre-owned Dealership of over 500 Cars, SUVS, Trucks and Vans in Pacoima, ** Tel:**************, Text:*************. All our vehicles passed inspection, smog, safety and available for buyer's mechanic inspection. We have financing available for all our vehicles, we have more banks with the best rates available for everyone on Approved Credit. We provide Carfax history reports for all our vehicles. All prices plus government fees and taxes, any finance charges, any dealer document processing charges ($85), any electronic filing charge, and any emission testing charge.
  
  The Advertised Price for any vehicle does not include dealer-installed accessories.
  
  These accessories can be placed or purchased for an additional cost; WHEELS, LIFT KITS, LOWERING KITS, TINT, PRE-INSTALLED ETCH THEFT DETERRENT, 3M DOOR EDGE GUARDS, GPS DEVICE. PLEASE CALL TO SPEAK TO A SALES ASSOCIATE FOR MORE INFORMATION! Promotions- Offers are limited time only. Check the expiration dates prior to purchase. To ensure your complete satisfaction,
  
  We strongly advise, as it is your responsibility to verify with the dealer that all the details listed, including complete vehicle specification and price are accurate, vehicles location and availability preferably before visiting our location. Please call or email. Financing- We finance anyone (O.A.D.) On approved down payment. Rates as low as 3.9% rate based on lender criteria, vehicle restrictions, not all customers will qualify.
  
  Used 2013 ***** Civic Sdn Sedan LX
  OUR BEST PRICE
  Shown Instantly!
  Karplus Price:$9,362
  
  we also share great below market references like
  Great Deal: $3,981 below CarGurus Instant Market Value of $13,143
  One Owner Carfax, Very Clean, Wholesale Prices Available to Public now! Lowest Prices in the Market.
  *Please contact dealer to verify price, options, and other vehicle details.
  Once the customers calls we always acknowledge the best price available. we even provide customers with the Carfax to show incentive in all aspects of transparency.
  
  Carfax history;
  Minor Damage CARFAX 1-Owner ******************** History: 8 records
  Views
  Model Code: FB2F5DEW
  Engine: Gas I4 1.8L/110
  Transmission: Automatic
  Drive Type: FWD
  Ext. Color: Silver
  Int. Color: Black
  Mileage: 96,219
  Stock #: N254707
  VIN *****************
  
  This type of understanding is always disclosed.
  
  
  

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 19319634
  
  I am rejecting this response because it is deceptive nonsense.  That isn't even the price the car in question was listed for. Bottom line is that they tell you the car is a certain price.  Then they say it is actually several thousand more because the car has anti-theft and other stuff.  But if that's true, they should just tell customers the real price.  If you advertise that the car costs <10k, it is just plain wrong and dishonest to then demand 13k (before taxes and fees).  It is lying.  And now they are continuing to lie.  I would like customers to be aware of this so that they do not waste tons of time with these scammers.  The only response I will accept is an apology and commitment to change their dishonest practice.  By the way, you can look up their reviews online and find precisely the same issue that numerous customers have had.  I should have done so before engaging with them. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/29/2023

  i believe and understand that you have a choice in wanting to buy the vehicle or not the customer will always be given the same info that the advertise price does not include the pre installed accessories and  before any customer signs a contract we will be sure a customer understand that we have disclosed everything in the purchase. we also do have good reviews showing the same process its unfortunate you continue to say we are doing things by not honoring the advertise price when in fact we do sale that price based on the starting point.

• Initial Complaint

  Date:09/30/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 vehicle from Kar-plus July 7,2022 two weeks later I started having trouble with the vehicle I called them and they send me to a service center ,
  Sheldon auto service,after I took car there they said it would take 2-3 weeks because he was back up and they provided me with a loaner so with the loaner the car broke down on day of a important appointment and tickets I payed for I called them and I talk to manger on duty ,which he didn't seem to care and took 3 days to get another loaner from them and that car broke down too and I miss 3 days of work and I called and express my concern about not having the car I bought ,I told them to come pick up car because I didn't want to be responsible for being parked on the street,Do as of today September 30,3022 I still have not gotten my car back and no one had called me
  On all the calls I have made all I get is give it a couple of days someone will get in touch
  I've been paying for car insurance and registration due not month, which I find under to me as a consumer,
  And losing days of employment because of a lack of a car so I ask if I can please get help with my situation it had cause me a lot of stress as I live in San Diego
  I've talked to Orlando ,
  **************
  And **************** from the service center
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 6, 2022/10/13) */
  Hello****************
  As you may know, there is much delay in receiving ordered auto parts now a days.
  
  We have placed couple phone calls, text and email to contact you but without success. Please contact ************************** in your earliest time convenience in order to resolve your concern.
  
  Thank you
  Ana
  
  
  Consumer Response /* (3000, 8, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  MR ******
  Reach out to me that day, 10/13/22 after how long it has passed more then 3 months that they had my car , I had to let go of my of my jobs due not having transportation before this call from him
  I've tried everything to get in touch with they they kept ignoring me
  I've been paying for a car I don't have and insurance and in few weeks I have to pay the registration which makes no sense
  I feel they need to pay for the The vehicle and everything that pertain to it since they had the car in their possession
  They left me in a bad situation
  Mr. ****** has been very unprofessional in dealing with my situation
  How could it take so long to service a vehicle
  Parts can always be located.