Business Profile

Used Car Dealers

Car Factory Outlet

Complaints

This profile includes complaints for Car Factory Outlet's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

49 total complaints in the last 3 years.
22 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/24/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My name is ***** *******, on July/9 of 2023 I bought a car at Car Factory Outlet dealership in *****, they sold me a ************* policy for $995, but after i early pay the car in full and requested a Gap Refund, they told me that i never pay for the Gap, that what I bought was a maintenance plan with them for the same amount, i have all the documents signed by them regarding the *** in question, when i went over there the first time to request the gap refund they told me to get a letter form the lien holder saying that the car was paid, i got the letter and when back and then the told me that i never pay for gap, they actually reprint the info they have, and in the new receipt (not signed ) doesn't mention the gap. Also if you review the paperwork, i did pay $15k as a down payment, in the original receipt says that the price of the car was $30k and in the receipt they send to the bank the amount is around $26k, thats around $4k difference, where that money went? This people rob me at my face.
Business Response
Date: 07/01/2025
Good morning *** ******
We went back to check your deal jacket. Per your deal and contract you never purchased a ************* with us on your loan. You have a Maintenance plan for $995 not a gap which we can again provide you records of. If you have any other questions please contact us directly and ask for Gianni. Thank you
Customer Answer
Date: 07/03/2025

Complaint: 23513701

I am rejecting this response because:
You did fraud, i summited evidence in the form of the documents you give me at the time of the sale that state that i pay for a gap, and i also summit the gap contract, the other picture is the one you give me last month went i went to request the gap cancellation, de documentation where says gap is signed by your employee and me, the one that you have on your record is not, also if is not a gap, you says that is a maintenance plan, i have a right ro cancel ot too, and you as a company are not giving me the option either, i already talked to the manager ******* ******* in 5 different ocations and nothing , you also told me the price of the car was 30k and told the bank 26k

Sincerely,

***** *******
Business Response
Date: 07/09/2025
Good afternoon Mr. ***************** are no frauds and have been doing good business for over 30 years with our customers. Per your contract you don't have a gap and you can confirm this with the bank you are financing your car with. Their is no gap to cancel if their no gap on your deal. We have explain this to you on multiple occasions. If you have any questions you can give us call directly. Thank you
Customer Answer
Date: 07/12/2025

Complaint: 23513701

I am rejecting this response because:
If this is not fraud what are the documents that i have? Why when i go over there your manager ******* ******* (the person that have the word costumer service ever) just tell me that the person that this this contact doesn't work for the anymore, actually he told that this is not his problem because he didn't do the deal, if you are representing a business as a mangaer you have to have accountability for what your employees do, off course the bank doesn't have the same info as me, you guys give me different documents than the ones you send to the bank, that's the fraud right there, and yes you are a fraud, just read the reviews that you guys have, is fraud complaints after complaints, even here on bbb, you are a FRAUD.
Sincerely,

***** *******
Business Response
Date: 07/19/2025
Good ******************************** doing more digging I discovered that at first you had a Gap in your loan but since the *** (Loan to value) was under 70% you weren't eligible for a ************* which is why you were re-contracted with a maintenance plan instead. You can confirm this information with ********* the bank that is financing you. We confirmed with them already. Thank you!
Customer Answer
Date: 07/21/2025

Complaint: 23513701
I am rejecting this response because:
now we change the story? Why you never informed me of a change of deal? What if i had an accident? Still fraud from your end, why you don't cancel the maintenance plan if i don't need it? Don't tell me to communicate with the cancellation ***** they don't answer, i want to cancel that maintenance plan, i take this as my formal request to cancel that plan.
i still want my money back, full amount.

***** *******
Business Response
Date: 07/22/2025
Good Morning *** *******,
We didn't change our story. I looked into the matter even more since I saw you uploaded a buyers order with a gap on it. Like I explained to you and I am sure ********* explained to you as well that since you are under 70% LTV (LOAN TO VALUE) ************* can not be put on your loan which is why you were re-contracted with a maintenance plan. We have been in business for over 30 years and we do business the right way. We have no reason to be doing fraud. If you want to cancel your Maintenance plan you can send us a email at **************************************** like we have mentioned before. Thank you!
Customer Answer
Date: 07/24/2025

Complaint: 23513701

I am rejecting this response because:
if you decide to change it to a maintenance plan, you should contact me before, i never agree to a maintenance plan, i agree to a gap, but you decided to change to maintenance plan to get more money, i already send 3 emails last month to cancellation and i never got a response, i also talked in person with ******* *******, the general manager (his words) and he told me that that's wasn't his problem, that i have to keep contacting this fake email, take this answer as my formal request to get the money for a maintenance plan that i never approve refunded to me, you guys inform to your cancellation department that i what to cancel and refund this, also what is your answer on the fact that your final sales receipt say that the car was $30k and on the one you send to the bank says $26, where is that money? Is that a misunderstanding too? Because those are costing me money, i already submitted a complaint to the florida general atorney, and i will not rest until you refund my money. I also try to talk to another manager the one that i know is the real manager and Yosniel keep denying me the opportunity to talk to someone else, I don't know how a person so despicable keep a job were costumer services are so important.

Sincerely,

Johan
Customer Answer
Date: 07/25/2025
This should no be closed yet, the business only addressed the issue with the gap, is not closed, and also never discussed with me about the maintenance plan, they should know since tue beginning that my car didn't classify for a gap, why sell it to me, and why change it to a maintenance plan that i never afre on, also they never provided a answer in why the sales receipt says the car was $30k and they one they give to the bank says $26k, is clear as day they manipulated the information they give to the bank since is different than the one i have, also they are not providing the tools to cancel the maintenance plan, that email is fake, i have never received an answer form this email, im not satisfied with this response, and i want to keep the complaint open.
Initial Complaint
Date:06/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a truck, end of April with these guys, beautiful truck low miles. There was a check engine light on and also the electrical seat adjustment was stuck and didn't work causing the seat to be stuck in a laid back position that made or uncomfortable to drive. I was told this would be taken care of and about a week later I brought it in to be fixed. They fixed the check engine light but told me the seat could not be fixed and I was told that they ordered a new seat for me that would arrive in 8 days. I was also told that I would be called when the seat came in. That was about 3 weeks ago and since then I've tried calling every day, I leave messages, they even have given me bogus phone numbers to call. My calls are intentionally declined and at this point I don't know what to do to get what was promised to me on a truck that I spent allot of money on. I can't even contact my sales person, or the general manager. Today I was hung up on twice by someone named ***** who also told me the 2 previous days that he would have someone reach out.
Business Response
Date: 06/17/2025
Dear Mr. ***************** am writing to sincerely apologize for the issue regarding your recent order. Providing excellent customer service is of utmost importance to us, and we deeply regret that your experience did not meet our usual standards.

After thoroughly researching the matter, I discovered that the seat you ordered was incorrectly sent in the wrong color. This was an oversight on our part, and I take full responsibility for it. I have personally ensured that one of my managers will contact you directly and promptly to confirm the correct information and resolve this issue to your complete satisfaction.

We are truly sorry for any inconvenience this has caused you. Please be assured that we are taking immediate steps to rectify this, and we will take care of everything to your satisfaction.

Sincerely,
**** *********

Customer Answer
Date: 06/17/2025
The business has contacted me and has told me they will order the seat as requested and will keep in touch with me until completed.
Customer Answer
Date: 06/18/2025

Better Business Bureau:

The business has contacted me and has told me they will order the seat as requested and will keep in touch with me until completed.

Sincerely,

******* *******
Initial Complaint
Date:06/04/2025
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.
To Whom It May Concern,I am filing this formal complaint against Car Factory Outlet, located in *******, due to serious misconduct, negligence, and unethical behavior I have experienced as a consumer.On [insert date of purchase], I purchased a vehicle from this dealership. However, the vehicle I was given was not the correct one; I unknowingly drove it for 7 days without insurance or registration, since the *** and all paperwork were for a different car.After that, they exchanged the vehicle for another one, which immediately presented several mechanical issues:The rear brake light does not work.The car shakes violently at ***************************************** repair.Before I could bring the car back for service, it was involved in an accident. Since then, the car has remained in the dealership's possession.Even more concerning, the dealership has refused to issue my permanent license plate, claiming I owe them $409 despite the fact that my temporary plate has expired, making it illegal for me to drive.Most shockingly, when I called to speak with the manager about this matter, he proposed that I leave my jewelry as a guarantee in order to receive the plate. I consider this offer to be unethical, abusive, and possibly criminal.This situation has left me unable to legally drive, go to work, or meet my obligations.---?? I respectfully request that your office:Investigate Car Factory Outlet for unethical and potentially illegal practices.Require them to complete the registration process immediately.Ensure that my permanent plate is delivered without illegal or coercive demands.Take disciplinary action if violations are confirmed.Thank you for your attention to this matter.
Business Response
Date: 06/12/2025
Dear Doxy,
It was a pleasure assisting you with your tag now that we have received a valid drivers license. I also want to take a moment to sincerely thank you for settling your outstanding balance. We look forward to continuing to serve you in the future.
Initial Complaint
Date:05/30/2025
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 4/5/25 I purchased a 23 Tesla model 3 from car factory outlet in Davie Fl. I was given temporary plates because I live in the state of ***********. The first month went by the dealership provided another temporary plate expiring on 5/31. Today on 5/30 I call the dealership to request another temporary plate. The dealership will not provide another temporary plate due to their lack of business. Paperwork that I need to sign was delivered 5/30 so I will be driving unregistered until I mail the paperwork back to the third party company the dealership used to register my car. In the mix of all this, I received a letter in the mail from *** stating that the $4000 tax credit was issued to the dealership. When the dealership sold me the car, it was advertised as I would receive a 4k tax credit for the car on the upcoming tax year. This is fraud! The dealership broker had me signing my documents through a computer n would not let me fully read my agreements. I was provided a copy on a usb drive that did not work when I got home. This company should be looked into for fraud, misleading customers and false advertising.
Business Response
Date: 06/12/2025
Dear ********,
Thank you for reaching out and sharing your concerns. I understand your frustration and want to assure you that our department handling out-of-state transactions has made several attempts to contact you. Each state has different requirements for processing paperwork, which can sometimes result in delays.
Regarding the signing of your documents, all paperwork was made available for your review and signed on your personal device before you completed each form individually. Our goal is to maintain full transparency throughout the process.
Concerning the *** tax credit, you elected to apply the $4,000 credit toward your vehicle purchase. This is why your purchase agreement reflects a total down payment of $7,000 rather than $3,000. The credit was applied to reduce your purchase price rather than being issued directly to you.
If you are experiencing issues with the *** drive containing your documents, it may be due to compatibility with your computer. We would be happy to email you a copy of your paperwork if that would be more convenient. Please be assured that we are committed to transparency and providing you with all necessary documentation.
Please feel free to reach out with any further questions or if you need assistance.
Best regards,
**** ********
General Manager
Car Factory Outlet Hollywood
Initial Complaint
Date:05/22/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They increased the value of my car by adding extended warranties that I didn't authorize and they exceeded the gap value. They have refused to cancel the extended warranties and are trying to blame the bank, but the bank is not taking responsibility.They promised us a check for $1,500 to help us pay off the monthly payments for 6 months, and it was all a lie. Once we signed, they just blackmailed us, saying we already signed and we can do whatever we want.
Business Response
Date: 05/23/2025
Good Afternoon *** ******,
Per your contract that you signed you agreed to have a warranty and gap on your loan. Now if you want to cancel its process you have to go through by sending in your cancellation at *************************************** Gap never exceeded because if you call Santander the bank that financed you they will tell you the same thing. If you have any questions or doubts you can call the ** of our WPB Location where you bought the car. Gianni *********************. Thanks
Customer Answer
Date: 05/23/2025
*****
: ********

Rechazo esta respuesta porque:

Atentamente,

********* Duenas *****
Initial Complaint
Date:04/28/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Car Factory Outlet in *****, ******* I am writing to express my extreme dissatisfaction with the service and vehicle condition I experienced at the Car Factory Outlet. On April 6th, 2025, I purchased a car that appeared to be in perfect condition upon initial inspection. However, after the car was taken to be washed during the closing process, I discovered damage to the bumper and a broken light. I immediately brought this to the salesman's attention, and was told to return on Thursday for the repairs.Upon returning two weeks later, the salesman denied having promised the repair and redirected me to management, who I have been unable to reach. My attempts to contact management via phone and voicemail have also been unsuccessful. In addition to the damage and lack of service, I am very disappointed with the financing terms I received, which I believe were unfair.I was finally able to speak to the manager ****** who acted like he had no idea what was happening, promised me to speak to the General Manager **** ******** and he said that ******** denied the repair. I find this dealership very irresponsible and lack of word, if I knew they were not going to fix the car I would have never left the lot that Sunday. I want my car to have the broken light replaced and the bumper to get fixed.
Business Response
Date: 05/28/2025
Dear ******,
Thank you for reaching out and sharing your concerns. I sincerely understand your frustration with the situation, and I want to address the points you raised.
First and foremost, at no time did anyone deny you the opportunity to speak with a manager. I am aware that you spoke with ****** on multiple occasions, and during those conversations, he offered to connect you with me directly. However, I understand that during one of those calls, you chose to hang up when the answer provided was not the resolution you were hoping for.
Regarding the damage to your vehicle, we want to clarify that the broken light was replaced as a gesture of good faith, despite it being a minor cosmetic issue and the light still being fully functional. We took this step to ensure your satisfaction, even though the damage did not affect the car's overall performance.
Additionally, I would like to remind you that we have upheld the terms of our agreement, and we have made efforts to address your concerns promptly. We always strive to provide transparency and quality service, and we truly value your business.
We would appreciate it if you could continue to work with us to resolve any remaining concerns and ensure that your experience with us remains positive moving forward. If you have any further questions or need additional assistance, please don't hesitate to reach out.
Kind regards,
**** ********
************************start="1589" data-end="1592"> Car Factory Outlet Hollywood
Customer Answer
Date: 06/11/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. While I was very dissatisfied with the customer service I received, I've decided not to pursue this dispute further. I feel it has become unnecessary, and I don't believe the company will acknowledge any shortcomings in their services.

Sincerely,

****** ******
Customer Answer
Date: 06/13/2025
I thank you for your help in assisting to solve this situation. I'm surprise that this dealership has 43 complaints at BBB, and in YELP, hundreds of them. They rip someone off everyday, and they are still open. That is a shame. Thanks again.
Initial Complaint
Date:04/28/2025
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.
I thought I was purchasing what was suppose to be a dodge challenger 2022 on March 29th 2025 from Super Auto Hialeah but after them taking part of my money on the receipt it said Car factory Outlet. Then a couple days later they took the other half of my money without giving me a receipt. I did most of my encounters with *****. It was said to be a 2 day delivery so I could have it for my sons graduation. I supposedly signed a contract that I still haven't received a copy of. ***** gave me incorrect lender information for me to put insurance on the car, I called what I thought was the lender to see if they had any of my information none of my info ever pulled up. After still not receiving the car in a timely manner I asked for them to refund my money and I have yet to receive either. They just took my money and I have yet to receive a car it has been a month. I am very disappointed in that company because they ruined what was about to be a great moment and I am very hurt.
Business Response
Date: 05/13/2025
Dear *****, i hope this message finds you well. Ireaching out regarding your recent transaction where you kindly provided $5000, followed by a chargeback. I'm pleased to inform you that the issue has been fully resolved, and the payment has been successfully processed. I've attempted to contact you to share this update but haven't recieved a response. Please let me know if there's anything further i can assist you with or if you have any questions about the resolution. Thank you for your business, and i look forward to hearing from you soon.
Best Regards,
Business Response
Date: 05/14/2025
Dear *****, i hope this message finds you well. Ireaching out regarding your recent transaction where you kindly provided $5000, followed by a chargeback. I'm pleased to inform you that the issue has been fully resolved, and the payment has been successfully processed. I've attempted to contact you to share this update but haven't recieved a response. Please let me know if there's anything further i can assist you with or if you have any questions about the resolution. Thank you for your business, and i look forward to hearing from you soon.
Best Regards,
Initial Complaint
Date:04/23/2025
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 a **** Transit High Roof Extended (VIN: *****************) from Car Factory Outlet in ****************, **, on February 25, 2025. I paid a $3,500 down payment and $650 for delivery (after being quoted $550), financing the remainder through ***********************The dealership failed to properly report my purchase and registration information to the ************************************************************************ ******* causing significant business disruption.Upon delivery:The vehicle arrived with undisclosed dents and damage, contrary to the dealers claim that it was free of damage.The Check Engine light and PSI sensor fault appeared the day after delivery. I alerted the finance manager and received no response.I was overcharged for the delivery fee, which was quoted at $550 but charged at $650 without explanation.Additionally, I discovered that Car Factory Outlet inflated my income on the finance application submitted to Santander Consumer USA, which amounts to fraudulent misrepresentation. Despite my repeated requests, the dealership failed to submit the necessary paperwork for title and registration to *******, leaving me without a legal title and unable to operate the vehicle for my business.This failure to provide the proper title and registration has caused me to lose $24,000$30,000 in potential business revenue as I cannot use the van for my logistics company. I am requesting a full refund of the payments made, including the down payment and delivery fee, as well as compensation for lost business income due to the dealerships actions and the fraudulent activities involving the financing process.
Business Response
Date: 05/07/2025
Good morning Mr. **************** spoke to the ** ****** of our WPB location where you purchased the vehicle. We have been waiting on you to send us back some documents with wet signatures to process your tag and title paperwork through the state of *******. It was sent to you already but you had scratched out certain items on the document which the state of ******* won't accept. Their is no reason for you to be claiming that you have been missing work since you have had two temporary tags for the month of March and April. Now per your service request and reimbursement the only thing we can reimburse you is $100 for the difference of shipping that you are claiming. Per your contract that you signed for the car was sold to you AS-IS. To claim your reimbursement you can call Gianni the ** of our WPB location at ************. Thank you.
Customer Answer
Date: 06/05/2025
I sent back the documents with the correct dates. My application is still not being processed by the state of *******. I got the car feb 25
Business Response
Date: 06/09/2025
Hello Mr.********,
Yes we just received it from you after sending it three times to you due to incorrect signatures and scratch offs. Your tag will be processed and ready this week. Thanks
Customer Answer
Date: 06/09/2025
Complaint: 23241059

To Whom It May Concern,

I am rejecting the response provided because it is both inaccurate and misleading.

The reason I scratched out the date on the document is simple: the field was labeled Date Signed, so I entered the actual date I signed it. I received this document in ****** Februaryso it makes no sense for me to enter a February date. If the dealership had followed proper procedure and provided all documents at the time of purchase on February 25th, this confusion could have been avoided entirely.

Instead, Car Outlet Factory delayed sending the title registration paperwork for over three months, and now attempts to shift the blame to me. I spoke with 50 States *** Services directly today, and they confirmed they did not receive the title paperwork until May 30ththree months after the purchase date.
Because of this negligence, I am currently unable to drive legallywithout temporary tags or registrationcausing me financial loss. This delay not only reflects a lack of professionalism but also violates Florida state law, which requires the dealership to submit title and registration paperwork within 30 days of sale. Car Outlet Factory has clearly failed to comply.

I expect full accountability and a resolution that reflects the severity of this issue.

Sincerely,
******* ********
Initial Complaint
Date:04/21/2025
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.
Thursday April 17th 2025 at 10am we spoke to a sales representative about vehicle stock # ***** VIN # ***************** just listed on ********. They did not have the vehicle from the delivery truck yet. The next day at 7:30pm, April 18th 2025 we set an appointment for April 21st 2025 to buy the vehicle. Unfortunately, as we showed up to Car Factory Outlet Hollywood (******************* - Location) -- after driving three hours -- and they sold the vehicle before we showed up! It was actually siting there with a temporary tag on it... Prior to this, we specifically told them multiple times we would gladly put down a deposit - as we were going to drive 3 hours - and they continued to assure us that's not necessary. In fact, they would not send the information to put a deposit down and again said the appointment locks in the vehicle so no one else could buy it. We would like to be paid the gas money and time wasted taking this trip - $120.04 for gas and $360 for 6 hours of lost time - $30 an hour per person at 2 people. Total requested to collect due to Poor As Business Practices - $480.02
Business Response
Date: 04/22/2025
Dear Mr. ************ sincerely apologize for the inconvenience you experienced regarding the vehicle you were interested in. I completely understand your frustration after driving three hours only to find that the vehicle had already been sold, despite prior assurances. I also recognize that you requested to put down a deposit in advance, and I regret that we were unable to accommodate that request.
As you can appreciate, when a vehicle arrives at Car Factory Outlet, it must go through a thorough service process to ensure it meets our high standards before its made available for sale. This is an important step to ensure that we only offer vehicles that meet our quality expectations and that we would confidently drive ourselves.
Regarding our no-deposit policy, we make it a point not to accept deposits because we have experienced situations where customers change their minds, leading to a vehicle being reserved unnecessarily. This can result in frustration for other interested buyers who cannot get answers while waiting for the initial customers decision. We strive to keep things as fair and transparent as possible for everyone involved.
To make this right, I would be more than happy to help you find another van that fits your specifications. In addition, I would like to offer you a $500 discount on the vehicle price, which would be a lower price than offered to other customers.
Once again, I sincerely apologize for any inconvenience this situation may have caused and hope that we can work together to find a solution that meets your needs. Please dont hesitate to contact me directly if you have any further questions or concerns.
Thank you for your understanding.
Best regards,
**** ********
General Manager
Car Factory Outlet Hollywood
Customer Answer
Date: 04/22/2025

Complaint: 23233457

I am rejecting this response because: You are now stating that you do not take deposits... Why then, when we stood in the managers office to express our frustrations, he told us "because you did not put a deposit down we could not hold the vehicle?" I would suggest getting with the manager at the ***************** store and question why he stated a deposit should have been put down? Let's get back to the opportunity your company now has in potentially doing the right thing. We have text messages from your company confirming this specific vehicle will not be sold until after our appointment was set Monday 12:00pm. We have phone records proving, we called you first thing in the morning confirming the 3 hour drive and the vehicle was still there. This all was another lie. We would like to be paid our losses for your company's negligence and extremely poor as business practices. If this matter cannot be settled here through BBB we will consider taking this issue with a small claims court judge. Your company should never under any circumstance agree to hold a vehicle, only to sell it before they show, especially when they are taking off work and spending money in gas traveling.

Sincerely,

**** ******
Business Response
Date: 04/24/2025
Dear Mr. ************ sincerely apologize for any inconvenience this may have caused. To assist you, what I can offer is a $500 discount off the purchase price or a $500 rebate toward your down payment, whichever option is most suitable for you.
Thank you for your understanding.
Best regards,
**** ********
Customer Answer
Date: 04/30/2025

Complaint: 23233457

I am rejecting this response because it is far from reasonable. Why would I spend another $500 to set up an "appointment" with you which has no guarantee, just to get $500 off another random vehicle? How is that a deal to me, I would be out $1000? Did you forget, you sold the vehicle right before I showed up after driving almost three hours? I am out the money due to your Poor As Business Practices and would never spend 1 ***** with Car Factory Outlet. What is more reasonable is for Car Factory Outlet to sent a check in the mail.

Sincerely,

**** ******
Initial Complaint
Date:04/14/2025
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 Traded in my truck for an expedition at the dealership in car factory outlet. About a month later, I called because I had not yet received any payment information and someone told me they would call me back When the financing department was available. They called left a voicemail about a discrepancy within the trade when I called back they explained it was something to do with paperwork and they needed more money down. I had my husband call back and they told him they needed $3000 down to fix the title so I could be approved for a loan. I had already paid my thousand dollars down and was told my loan was approved before I even left the building.The department of highway patrol and they gave me the information about the current title of the vehicle and it shows that it only has ****** miles With one owner, but when I just purchased it with one owner, it has ****** miles on it. They Told me that might be whats holding back the title approval because of the discrepancy on the mileage. When I called the car factory back they told me that there was an issue with the title when they purchased it at auction and its beyond their control and they just need the vehicle completely back and they will give me my truck back and my thousand dollars. Im still making the payments on my truck seeing as how the loan is still in my name and now Im driving the expedition that I have no bank loan on, but I am insured on. I did get a letter in the mail, however that since my previous loan holder for my truck shows theres no insurance. Theyre actually going to drop my loan because I am breaking the contract by not being insured on it. I sent a demand letter, I want my title and $5000 off the price and havent heard back in weeks
Business Response
Date: 05/20/2025
To Whom It May Concern,

We appreciate the opportunity to respond to the complaint filed by *** ******** Unfortunately, her account contains numerous inaccuracies, and we are currently engaged in legal proceedings to resolve this matter appropriately. *** ******* took delivery of a **** Expedition from our dealership on November 30, 2024, trading in her 2019 ****** Frontier. At the time of sale, financing was conditionally approved through ********** However,this approval was later withdrawn due to issues related to the vehicles prior accident history, which affected its financing eligibility. We immediately secured alternative financing, but the new lender required an additional $3,000 down payment for approval. We reached out to *** ******* to complete the necessary paperwork and finalize the transaction, but she declined to cooperate and instead demanded a substantial reduction in the price of the vehicle. Despite this, we made multiple good-faith efforts to resolve the situation, including offering to either (1) unwind the deal entirely by returning her trade-in vehicle and full down payment, or (2) honor the original financing terms. She refused both options. *** ******* has made no payments toward the vehicle, has not finalized any financing agreement, and continues to retain possession of the **** Expedition. Moreover, she has refused to return the vehicle and has actively concealed its location for months. This behavior has forced us to seek legal remedies, and we are currently pursuing recovery of the vehicle through a court-issued replevin order. Its also important to note that the vehicle was acquired by our dealership with clean title and accurate mileage documentation. Any alleged discrepancies are being addressed through the proper DMV channels, to which we have already responded in full. *** ******** refusal to cooperate has significantly prolonged and complicated this matter. We remain committed to resolving this situation within the legal framework and in full compliance with all applicable regulations. We look forward to resolving this matter. Attached is the response sent over to the *** as well regarding her complaint. Our attorney had a court set status hearing this morning 05/20/2025 to try to finalize this case.

Please feel free to contact us should you require any further documentation or updates related to this case.
Customer Answer
Date: 05/27/2025

Complaint: 23200853

I am rejecting this response because: I have proof the title was salvaged and that's why my loan wasn't approved, due to their negligence. The judge ruled in my favor against Car Factory outlet. This court filing will be closed soon and then I will be filing my own suit against them.

Sincerely,

****** *******

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