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:06/30/2025

  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.

  Complaint Against Company Name: GT AUTO DETAILING LLC (also known as Pablo ************** *******, *** Vehicle: 2016 *** Hybrid (eDrive)Financing: $2,535 down + 60 payments of $505 ************************ Approx. $4,000 ?Description of the Problem:On May 12, 2025, I bought a 2016 *** eDrive from GT AUTO DETAILING LLC (aka **********). I paid $2,535 as a down payment, received a $4,000 government incentive, and signed a contract for 60 monthly payments of $505. The first payment was due June 11.Less than two hour after leaving the dealershipwith my children in the carthe vehicle broke down on the highway. It was a terrifying and dangerous situation. The dealership blamed the gasoline and told me to take it to their chosen mechanic.The mechanic found the turbo and temperature sensor were damagedissues that clearly did not happen in two hour of driving, suggesting the car had pre-existing problems. I requested a written mechanics report, but the dealership refused to provide one.Later, I discovered that someone within 200 meters of the dealership made a payment on the loan, apparently to prevent the cancellation of the financing agreement. I also have audio evidence suggesting someone connected to the dealership planned to drive the broken vehicle to fraudulently trigger coverage by the banks insurance.Since then, I made two unsuccessful trips to retrieve the car, resulting in additional out-of-pocket expenses and lost time. The vehicle remains with the mechanic.?What I Am Requesting:Full cancellation of the financing contract Refund of my $2,535 down payment Return of the $4,000 government incentive Reimbursement for my travel costs Full release from all financial obligations related to this vehicle I am filing this BBB complaint in good faith, but I am prepared to pursue legal action and go public if necessary.

  Business Response

  Date: 07/11/2025

  Business Response to BBB Complaint from ******* De ***** *****
  GT Auto Detailing Studio LLC (DBA Pablo ******** *****start="453" *****end="456">RE: 2016 *** X5 xDrive40e VIN: *****************
  Purchase Date: 05/12/2025
  
  Dear BBB,
  We appreciate the opportunity to formally respond to ************** ***** ****** complaint. GT Auto Detailing Studio LLC, doing business as ***** Cars, takes customer satisfaction seriously and strives to provide fair and lawful treatment to every client. Unfortunately, this case has been plagued by misinformation and unreasonable demands despite our transparent conduct.
  
  1. Vehicle Purchase, Down Payment, and Delivery
  Ms. ******* purchased a 2016 *** X5 xDrive40e on May 12, 2025. The vehicle was financed through ****************** with a down payment of $6,530, which included:
  $2,530 paid in cash,
  $4,000 IRS Clean Vehicle Tax Credit applied to the loan due to the vehicles plug-in hybrid eligibility.
  She also included an extended warranty valued at $1,730.80, financed through ******** and documented in the Retail Installment Contract.
  After finalizing and signing all contracts, including the AS-IS disclosure, the customer test-drove and accepted delivery of the vehicle. We have clear photographic proof showing her and her family smiling in front of the vehicle with keys in hand on our lot. The vehicle was titled and registered in her name, and a temporary tag was issued.
  
  2. Post-Sale Mechanical Issue and Immediate Support
  Roughly two hours after leaving, Ms. ******* contacted us claiming the vehicle began smoking. She mentioned having fueled the vehicle prior to departure. We immediately instructed her to use roadside assistance to return the car to our lot for inspection. The diagnostic inspection was paid by us in full.
  Our certified technician discovered contaminated fuel (presence of water or oil), which severely damaged the engine and turbo components. When we requested a fuel receipt to verify the gas type and location, the customer refused to share it or assist in further investigation.
  Despite this, and although the extended warranty required a 1,000-mile wait period and would not cover this type of damage, we assumed full responsibility for the repairs at our own cost.
  
  3. Customers Reaction, Reviews, and Misinformation
  From the moment the issue was reported, Ms. ******* showed deep distrust. Within hours, she began posting and encouraging others to post false and defamatory online reviews, including claims that she:
  Never took delivery of the vehicle,
  Was scammed,
  Paid for a car that was never given to her.
  These statements are provably false and damaging. We have documentation, delivery photos, signed paperwork, and title records confirming her acceptance.
  
  4. In-Person Visits and Police Involvement
  Ms. ******* visited our dealership twice after the breakdown:
  First Visit: She came to visually confirm that the vehicle was being worked on and it was. The car was waiting on parts.
  Second Visit: She returned accompanied by police officers, accusing us of holding her car hostage. Officers verified that the vehicle was being legally held for repairs and that no criminal activity was taking place. Out of respect for her emotional distress and to avoid escalation, we returned the keys and issued a new temporary tag so she could drive the vehicle home.
  
  5. Financing Cancellation and Ineligibility for Refund
  Due to Ms. *******s own allegations of fraud regarding the payment process, the lender (******************) returned the deal, forcing a full buyback of the contract on our end. This is an unfortunate outcome that stems directly from her accusations, not from any failure on the part of our business.
  It is important to clarify:
  
  Her refund demands are incompatible with the legal obligations created by the lender.
  We never denied her the vehicle. The repairs were in process, and she was allowed to retrieve the vehicle early.
  
  ?? In Summary
  We:
  Delivered the vehicle in good faith.
  Covered repairs ourselves.
  Provided all legally required disclosures.
  Returned the vehicle and issued a new tag.
  Have suffered reputational damage due to coordinated and inaccurate online attacks.
  Cooperated with authorities and lender throughout.
  Our Final Position
  While we deny all claims of wrongdoing, we remain committed to a respectful resolution. However, due to the cancellation of financing and the return of the vehicle to Ms. ******** we consider this matter concluded.
  We request this complaint be marked as resolved or closed.
  
  Sincerely,
  ***** ******
  Owner
  GT Auto Detailing Studio LLC (**************)
  ***************************
  *****************
  Phone: *************
  Email: ************************************

  Customer Answer

  Date: 07/18/2025

  Reclamao
  : ********
  
  Rejeito esta resposta porque: Response to GT Auto Detailing LLC (**********)
  
  
  I would like to clarify and reinforce the following points based on the facts and the consumer rights that protect me:
  1.The vehicle I purchased was sold with a 3-month or 3,000-mile warranty, as promised by the dealership at the time of sale. Therefore, any repair needed within this period should have been fully covered by the dealer , especially considering that the vehicle experienced severe mechanical issues approximately two hours after delivery. I have audio recordings as proof of this warranty commitment.
  2.I never refused to cooperate with the investigation into the issue. As soon as it was requested, I immediately provided the vehicles location and fuel receipt. I have full documentation of these communications, demonstrating my good faith and willingness to resolve the problem. I even offered to exchange the vehicle. Despite this, I was met with hostile treatment from the dealership, which I can also prove with recorded calls and WhatsApp messages.
  3.Regarding the online posts: I was not responsible for any of them. My sister, who lives in ******, acted on her own out of frustration after witnessing my situation , a single mother with two children, left without a car, without a refund, and with no viable resolution offered. This purchase was made with financial help from my parents in ***********;and was of urgent necessity.
  
  
  My children and I were genuinely happy when we took photos in front of the dealership on the day of delivery , photos the dealership later published on their page. But only two hours later, the car broke down completely on the highway, placing my family in serious danger. Seeing those photos used as if everything had gone well was deeply painful.
  
  
  Its important to note that during the test drive within city limits, no issues were apparent. The defect was hidden , it was in the turbo. At the time of delivery, a yellow warning light was already on the dashboard. The dealership claimed it was only a burned-out headlight and told me they would send the part to my home and that I could replace it myself by watching a ******* video. Later, when we checked the vehicles onboard computer, we discovered the yellow light was already indicating a serious turbo malfunction. I have photos as proof.
  
  
  This situation seriously impacted my mental health. I have a psychological report that confirms this. My children saw me cry for weeks, not knowing what to do , without a car, without money, and without any support or solution.
  4.Since the financing was canceled, I hereby demand the immediate release of the following:
           Official documentation of the cancellation of the sale and financing;
           Full refund of the down payment ($2,535);
           Refund of the government EV incentive (approximately $4,000), which was used as part of the payment and, by law, belongs to the buyer not the dealership.
  
  
  I was in possession of the vehicle for only about two hours. When I returned to the dealership with the police, it was because I had already made several unsuccessful attempts to resolve the issue. I requested law enforcement presence after discovering that the first monthly payment had been made by a third party, without my authorization, just 200 meters from the dealership.
  
  
  ?? If the dealership claims the sale was voided, then there is no legal justification to withhold the funds:
        $2,535 down payment
        $4,000 federal EV/government incentive
        Approx. $2,000 in expenses incurred when I traveled from **********, ** to *******, *******;trying to resolve this situation without success.
  
  
  Important: I do not have the vehicle. It remains mechanically inoperable, and I did not have the financial means to request a private inspection or have it towed back to ***************
  
  
  In addition, I have evidence of a potential fraud: the dealership asked me to send them the link from the banks survey, which is meant for the buyer to confirm the vehicles condition a clear attempt to manipulate the process. During a second attempt at negotiation, they told me they would run the vehicle on a machine for ***** miles so the banks insurance would cover a new engine, which would amount to a second fraudulent act. I also have proof of this.
  
  
  I sincerely hope the BBB will handle this case with transparency, fairness, and urgency.
  
  
  I await a response with the required documentation and a full refund. Otherwise, I will be filing a claim in Small Claims Court, where I will present all evidence, including photos, recordings, conversations, and receipts.
  
  
  Sincerely,
  Elisete de ***** *****
  Atenciosamente,
  
  ******* *****

• Initial Complaint

  Date:06/08/2025

  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.

  Dear Better Business Bureau,I am filing a complaint against GT Auto Detailing LLC for fraudulent practices and exploitation of my 18-year-old son on May 23, 2025. My son, who has no job or income and only possesses a learners permit, was manipulated into a vehicle purchase agreement under false pretenses, resulting in a $17,000 loan for a 2020 ***** registered solely in his name.The dealership engaged in the following unethical and potentially illegal actions:Falsification of Loan Application: The dealership falsely submitted employment and income information to the bank to secure a loan, despite my son having no job or income.Misleading Information and Lack of Transparency: The dealership informed my son that his Social Security card was required to proceed with the sale. He was led to believe the transaction was on hold, only to later discover that a loan had been finalized and a 2020 ***** was in his name. Unauthorized Delivery: The dealership delivered the vehicle to a third party, not my son, who was the sole individual named on the loan. This raises serious concerns about the dealerships practices and potential collusion with others to exploit my sons good credit.Failure to Verify Eligibility: The dealership failed to verify that my son only holds a learners permit, making him ineligible to register the vehicle. As a result, the bank cannot obtain a title for the car, further complicating the situation and leaving my son liable for a loan on a vehicle he cannot legally operate or register.This situation has caused significant distress and financial risk to my son. The dealerships actions constitute predatory practices, fraud, and gross negligence. I request that the Better Business Bureau investigate this matter and hold GT Auto Detailing LLC accountable. I am seeking the following resolution:Immediate cancellation of the fraudulent loan and removal of any associated financial obligations from my sons name.

  Business Response

  Date: 07/03/2025

  To whom it may concern,
  We take all customer concerns seriously and appreciate the opportunity to respond to the complaint submitted by the mother of our customer, ****** ******, regarding the purchase of a 2020 Tesla Model 3 on May 23, 2025.
  We respectfully dispute the characterization of events described in the complaint, and would like to clarify the facts with documentation and transparency.
  
  Summary of the Transaction:
  ****** ******, 18 years old and legally recognized as an adult in the state of *******, visited our dealership accompanied by two individuals who identified themselves as family members. All parties were present throughout the vehicle selection and financing process.
  ****** personally completed and signed the following: Credit application, Buyers order, Retail installment contract, All supporting documentation required for title and registration.
  All documents were reviewed, explained, and signed voluntarily. No pressure was applied by our staff or observed from the individuals who accompanied him. In fact, the family members appeared supportive and offered ****** guidance throughout the process.
  
  Financing and Verification:
  The financing was secured through ***************************. Income verification was conducted using TurboPass, a third-party verification tool built on Plaid technology, which securely connects to financial institutions for real-time bank account validation. Due to Elijahs high credit score, ****************** did not request further proof of income. No false employment or income documentation was created or submitted by GT Auto Detailing LLC.
  
  Registration and Licensing:
  ****** presented a valid Florida Learners Permit, which is an acceptable form of ID for vehicle registration. The vehicle was successfully registered in ******** name and a permanent license plate was issued without any complication from the DMV.
  
  Delivery:
  The vehicle was delivered at our dealerships location at **********************************************. ****** was present at the time of delivery. In accordance with common practices across independent dealerships in *******, a separate delivery confirmation form was not required. Once insurance was confirmed and a temporary tag was issued, ****** took delivery of the vehicle in person.
  
  Allegation of Fraud & *************** Action:
  After the transaction, GT Auto Detailing Studio LLC was informed that a fraud alert was initiated with ******************, not by ******, but by a step-parent impersonating him. This triggered a buyback process from the bank.
  ****** has since made multiple visits to our dealership and has made considerable efforts to correct the false fraud claim, including:
  Submitting two notarized letters affirming the legitimacy of his contract and stating the vehicle was for his personal use
  Requesting that Westlake only communicate directly with him to avoid impersonation
  Repeatedly attempting to contact Westlakes fraud department via phone and email
  This clearly demonstrates ******** own intent and understanding of the transaction in ***** contrast to the claims made by his mother, who was not present for the purchase and does not reside with him.
  
  Conclusion:
  GT Auto Detailing Studio LLC has complied fully with Florida state law and with ethical dealership practices throughout this transaction. All documentation is signed, complete, and was submitted with the lenders requirements. There was no fraud, no falsification, and no manipulation.
  While we understand that family disagreements can be emotional, it is important to distinguish between parental concern and actual misconduct. Our customer, ****** ******, acted within his legal rights and expressed clear consent at every stage of the process.
  We remain available to cooperate fully with the Better Business Bureau and ****************** as needed.
  Sincerely,
  ***** ******* ***************************start="4313" data-end="4316">Owner
  GT Auto Detailing LLC
  *************