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:07/30/2024

  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 just purchase the 2009 Mercedes truck April 9,2024 and I have been having problems since day one. The truck has electric problems first it was leaking gas they fix that after going back in forth, not the power steering pump and rack and pinion is gone on it and I got stuck in georiga after a family member death. Called to see if they could fix it and add what the cost of repairs would be to my loan they wasn't willing too work with me at all. I don't think it is fair to take people hard earn money and dedicated payer like that. Times are too hard I would like at least some of money returned since I haven't had the truck six months and I also returned it because of the problems

  Business Response

  Date: 08/14/2024

  National Automotive has tried diligently to appease the customer.  When the customer first was attempting to purchase the vehicle, owner advised against the Mercedes, stating that the Lincoln was a better option, with less mechanical issues known also had less miles, customers husband was VERY ADAMENT that he / she could "only drive a Mercedes'.  Customer test drove the vehicle, was pleased and against the advice of the owner continued to purchase the vehicle.  owner has offered the money back to the customer after her husband has been at the dealership been irate, rude, yelling, cussing and event acknowledge that he has a temper and isn't afraid to "go off".  Customer declined the refund of the down payment which was to be the Full DP minus $0.73 per mile they had put on the vehicle since driving off the lot with it.  Again, customer declined.  National has made repair after repair accommodating the customer when she reschedules last minute.  No less than 4 re-scheduled appoints have been done, all repairs requested have been made FOR FREE to the customer, even though the customer signed affidavits acknowledging that the vehicle was being purchased AS-IS, and without any type of warranty.  Customer proceeded to drive vehicle, leave it in Georga where dealer had to retrieve.  When the vehicle was back to dealer, dealer found that the back of the truck was full of fluid, damaging the CPM and main fuse / mother board to the vehicle.  The vehicle has a complete dry trunk space, no fluid in it surrounding, etc.  The customer is complaining about a 200K mile vehicle which she was offered her money back and has many FREE repairs to.  National has gone above and beyond trying to make this customer happy.  We have exceeded what is required legally, ethically, and lawful to exhaust every effort possible with this customer.  National has done nothing wrong, therefore we will NOT refund any part of any payments, down payment or expense the customer is requesting.  It was the customers responsibility to keep the vehicle in a working condition, to uphold her contract and she failed to do so, leaving National in a position to have to pay well over $600 to get the vehicle back to Florida.  The customer seems to think that bc it is BHPH she is entitled to free everything.  This is in-fact not true.  Every customer is responsible for their own repairs.  She has been given well over 4000 in free repairs and labor.  At this time we closing the file as a voluntary repossession, as the customer is refusing to pay for repairs, we had to retrieve the vehicle from Georgia, and they have destroyed the CPM / fuse box.   

   

• Initial Complaint

  Date:01/30/2023

  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 into this “dealership” on 12/22/2022 and had ***** as my salesman. Initially was told I would have to pay $2000.00 for my down payment. When I went on my test drive I was scared to drive far at all because gas gauge was broken on truck and I was told the tank was just empty. While further inspecting I noticed parking emergency brake signal was stuck and wouldnt’t go away and that there was absolute no power going to console where radio and cd player were. I made salesman aware and we agreed her would take 300$ off the down payment. AC worked fine for first day after purchasing truck but than went out. No big deal you get what you pay for. I am a truck driver who works on the road. I had explained to ***** the salesman that this vehicle was going to be for my fiance and her kids to get to point a and b. He stated oh how nice of you and just add her to your insurance policy because she wasn’t there when i purchased truck. Moving on to *****tmas Eve… while visiting with my fiance and kids my semi truck was stolen out of a truck stop parking lot. Due to it being *****tmas time I wasn’t even made aware it was stolen until 12/27 when I returned back to my truck to head back to work after the holidays. That vehicle was pinged by peterbilts (manufacturers gps) going over the texas/mexico border in the middle of the night on 12/26 so it is long gone. I was unable to return to work until 1/3/23 when my boss was able to get me a different truck so I can get back to work and earn money to support my family. My first payment was due on 1/17/23 in the amount of $421.40 because I am only paid 2 times monthly. I explain to ******* on the phone my situation that I was paying catch up from the holidays and paying our bills so my family has a roof over there head and food and that when I was paid on 2/2/23 I would pay balance in full no problem and go ahead and pay feb. I never once ignored there calls, beat around the bush or tried to hide anything from them. The night of 1/24 early morning 1/25 they took the truck. I called and spoke with ******* 1/25 and she stated she would have to speak with owner. Called back friday 1/27 and was told owner was out of town to call back monday. Called today monday 1/30 and was told my fiance was driving around the truck until saturday 1/28 and they did not take the truck until saturday which was a bold face lie. We have cameras and so do our neighbors. We have now wasted 6 days with no info on how to get truck back if we can pay what we owe on 2nd or if that is not possible to atleast get our garage door opener and childrens car seats back. I spoke with ******* on friday when I was in houston. I am now in vegas headed to california to drop off a load and hopefully be home in florida in time to get my babies stuff before the legal 10 days is up. These people are rude. When my fiance spoke with owner trying to get a final answer she called my fiance a liar and said they didnt take truck until 3 days ago. Obviously a car dealership who cannot give truthful answers to customers does not need to be in business. I was told by ******* i could pay on 2nd. They do not care about good business and honest business. Alls they want is ur deposit so when life happens they can come take ur vehicle and re-sell it. Look at every response the business has made to complaints. I will be following through and going to speak with ******* the lady who answers the phones and owner ***** as soon as I am home in a few days and am not just gonna let this go like they are hoping or expecting. They want there key and key fob back which my fiance cannot bring in I have to is what I was told this morning. Friday when I spoke with ******* i was told I could email a letter for fiance to bring what they need and get belongings. Now I have to take off more work to get this resolved.

  Business Response

  Date: 01/30/2023

  TO THE CUSTOMERS GIRLFRIEND IN WHICH MADE THIS COMPLAINT: ***** spoke with the registered buyer this morning, he stated that he understands that he did not follow thru with the payment arrangement he stated to ******* of paying on the 21st.  He never mentioned anything about "catch up" or paying on 2/2, in fact he stated the opposite of he got busy and forgot to call in last week to make the payments.  The customer initiating the complaint stated that her "fiancé" is in California, while he stated that he was in Dallas to both the team member ******* and to ***** 1/30 on the phone.  He was told that legally the only person in which the dealership could release the belongings to be the legal owner of the vehicle, unless we were provided with a notarized POA from said owner.  The finance as she calls herself, states she "didn't give a damn" and that she'd just go buy new car seats.  

   

  The customer states that the fiancé is the one driving the truck, "he" also signed paperwork several times and was told that anyone driving the vehicle was to be on the insurance and that this is a valid ground for termination / default of the contract.  It is Florida law that a vehicle cannot be operated by any persons that do not possess a legal license and insurance to drive a vehicle.  He agreed, he said he kept meaning to add then stated he was going to add her sometime this month.  

  Customer also signed a Finance Contract that states (where he initialed 2x's) the date of the 1st payment and at the bottom stating again the payment amount and that the payment schedule.  Customer drove the truck off the lot, never intending to add other persons as covered driver to the policy and did not make the payments as stated and signed for in the finance agreement.  Any FINANCE COMPANY in which has an agreement with a customer, and it comes to default would reposes the vehicle.  The customer allowed someone other than the insured to drive the vehicle and defaulted by not making the payments.  

  National Automotive will not be refunding any down payment to the customer.  National Automotive did nothing to invalidate the contract in which the customer would be due monies back.  Furthermore, the customer signed a non-refundable affidavit stating that he understood the monies were non-refundable upon driving off the lot.