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:05/30/2023

  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.

  MAY 26, 2023 Carisma Auto Group ********************************************************* ***** Via Certified Mail ********************** Re: 2009 VW Beetle purchased on May 20, 2023 To Whom It May ************ is my second time reaching out to you about the above referenced car that I purchased from your dealership last Saturday. You did not disclose the scar was unsafe to drive and needed major repair work. My daughter drove two hours from your dealership to our home and the brakes are faulty and the car is not safe to drive. I am attaching the email I sent you and was replied to from your dealership. I am also enclosing the safety issues the car has. I am seeking immediate reimbursement for the brakes and oil system.Your prompt attention to this matter is greatly appreciated.Sincerely,/s/ *************************** ***************************** **************************** Paralegal Enclosures Cc: Better Business Bureau via BBB Webstite

  Business Response

  Date: 06/13/2023

  ******************************** purchased a 2009 ********** Beetle on May 20th, 2023, the vehicle was listed for $8,995, ******************************** ask for the Vehicle Sales price to be $7,500, ****** stated that the vehicle window was not working, and there was check engine light on. ****************** advised he will fix the window and check engine light for the listed price of $8,995. ******* asked ****************** if he could give her a discount on the sales price of $1,495 she stated that she will buy it AS-IS and she will repair the vehicle herself. ****************** accepted *******'s offer and sold the vehicle for $7,500 as ******* requested Attached is Exhibit "A" (3 pages Buyer's Order) which *Vehicle Sale Price listed is $7,500. Exhibit "B" (2 pages Buyers Guide) page two stated" Here is a list of some major defects that *** occur in used vehicles"
  "Engine- Oil leakage" "Brake System". We also attached ********************* Extended Warranty. We also attached ******************** Disclaimer. Carisma Auto Group will not reimburse ******************************** for brakes and oil system as the vehicle was purchased AS-IS.
  The vehicle is a used vehicle, and the vehicle does not fall under Lemon Law per Chapter 681, Motor Vehicle Sales Warranties 681.102(14) means new vehicle. Please refer to the ******* Statue as this 2009 ********** Beetle was used

• Initial Complaint

  Date:04/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2010 Dodge Grand Caravan on March 18, 2023. Purchase price with tax, tag, title and dealer fee was *******. I paid $2500 down and financed *******. *** told me that it was a good car that they were getting rid of cheap because it was not the type of car they sell and it saved them from sending it to auction. I explained my husband lived overseas and I needed a reliable car for my son. He told me I had come to the right place as they had been in business for over 20 years. However, I waited 2 hours after purchasing, and was told the car would need to be picked up next day as the air wasnt cold. Sunday, the 19th we picked up the car. Before leaving the tire light was on, we were told it was from the car sitting and it would go off. It did not. By the time we arrived home (60 miles later), we realized there was an electrical problem as the blinkers didnt turn on when the headlights were being used. The horn didnt work. The next morning, we noticed a major oil leak. All gaskets and the oil pan needed to be replaced. Also, the brake pads were so low in the front it was dangerous to drive. Repaired the brakes and repaired a tire leak from a valve. ******** also found a leak in the exhaust intake manifold, informed me of several holes in the exhaust system Itself, the engine mount was rusted and not attached to the engine. He also noted that Carisma had lied about fixing the *** a compressor was put in but hot wired to never shut off. In addition, the car was rusted through and needed a lot more repairs but could wait. I cannot spend any more money on the car. Not only do I owe money on this car that I was told was reliable enough for my 16 year old to enjoy for years to come, it is no longer drivable until I come up with money. Seeking to not pay off finances portion of car as it is not drivable.

  Business Response

  Date: 04/27/2023

  If there is a problem with the vehicle the customer should have called us so we could offer remedy. The customer should contact **. Also, some mechanic shops exaggerate problems to scare tand get the customers to fix everything the mechanic says. Furthermore, if customers inform ** about a problem, we help them financially and direct them to a mechanic shop we work with, saving the customer a lot of money. We strongly recommend the customer to contact ** so we can help her. We offer extended warranty. Because we know the nature of the used car purchasing we will help the customer even though she purchased the car as is.

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19972977
  
  I am rejecting this response because:
  1) The car is not driveable. 2) I live very far away and cannot afford to tow it to them. 3) If the car was drivable, it would be illegal to drive because the headlights and blinkers do not work at the same time. An electrical problem. 4) I do not trust them because they told me they put in a new compressor and it is not hotwired to not go off. 5)The mechanic is my brother and there is no exaggeration. 6) I drove there twice to get the car because of promises they broke. If they would like to pay to have the car towed to their establishment, that is fine. Otherwise, I cannot see putting more money out to bring to a dealer I cannot trust so they can bring to their mechanic who hot wired a compressor to trick me. Sincerely,

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

  Business Response

  Date: 05/02/2023

  We paid $1,495 to the mechanic shop to replace the compressor, evacuate % recharge and fix a wheel bearing. If this mechanic shop did a bad job they have to make it right as this mechanic provides warranty for his work. We have to rely on the mechanic shops around as we don't have a mechanic onsite. If you bring the vehicle we will make sure the job gets done right and you won't pay anything to the mechanic. Any question please call ** ************.

• Initial Complaint

  Date:12/20/2022

  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 December 13, 2022, I financed a 2006 Cargo van. I was assured that the van was throughly checked out and it did not have any issues. The van broke down on December 15, 2022 and had to be towed to a dealership recommended by Carisma. The service department from the dealership is stating that they are unable to identify why the car will not start and are unable to give us an update on what steps needs to be taken. It appears that a faulty van was sold to me.

  Business Response

  Date: 12/20/2022

  The problem was a fuse which has been fixed, and the customer picked up the vehicle. We are committed to providing an excellent service.