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:07/18/2025

  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.

  Last Saturday, I visited Dena Motors to look at a 2020 ****** Tundra. My salesperson was **** ******. She took my keys to appraise my 2022 Camry SE while I checked out the ********* soon as I saw the truck, I noticed it needed new tires. During the test drive, the **** light came on, and I also saw messages indicating that the Blind Spot Monitor and Rear Proximity Sensor were unavailable. Additionally, the driver's seat was torn on the side.After the test drive, I told **** I wasnt interested at the price they were asking, especially given the truck's condition. She returned and said the price was final and that no warranty would be included. I told her I didnt understand how they could present a truck in that condition for sale and asked for my car keys back.While I was waiting, someone named ***** approached and apologized for the situation. He claimed they had just received the truck (which I later found out wasnt true) and invited me to his office. He made a phone call to ask about pricing for new tires, repairs to the sensors, and fixing the seat. He offered to take care of all of that and include a 3-month/3,000-mile warranty if I agreed to move forward. I agreed and asked about a deposithe said $500. I paid in cash. At no point did he say the deposit was non-refundable, and the receipt he gave me does not state that either.I also signed a buyer-seller agreement. However, when I later spoke to my bank, they confirmed that while the agreement reflected an $11,000 down payment, it made no mention of the $500 deposit. They suggested the $500 would likely be deducted from the down payment later or refunded. On Monday, I texted **** to let her know I had found a better vehicle and would not be purchasing the Tundra. I asked for my $500 deposit back. Since then, I have called and texted her several times, contacted Dena Motors directly, and even emailed the finance departmentbut received no response.

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising 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 went into Dena Motors looking too finance a car on July 6. All my previous vehicles we're purchased in cash. 1. I submitted 1 application, these people did 4 inquiries on my credit. The application says nothing about them sending it to multiple lenders. They send it to as many as they want until they get an approval. The manager tried to make it seem like this is common practice and I should have know. They do not inform you of this in any way.2. I asked **** for the price of the car 4 times. She said I would have to go in the office and speak to her manager. Once you test drive, they move fast to complete the application. You don't get the price of the car until all is complete. If I had know it was out of my budget I would have never applied. I called and asked about their shady practices. The manager called **** over and I heard **** say she didn't know the price of the car upfront. Not even 2 minutes later, they lied and said I didn't ask. I asked 4 times. The vehicle was ridiculously overpriced by about 5K.I asked her to email a copy of the application. She refused, even though they gave me ****s email address and that's where I sent the pay stubs while I was in the office. So she knows that's my verified email. She asked me to go in person to get it. These people have shady selling practices and unless you buy from them. The inquiries will affect your credit score if you choose to to go somewhere else. That's why they don't tell you the price upfront. So that they can say, we'll you're approved. If that doesn't work out we have all these other options. I asked them to remove the inquiries from my credit report and she said I'll have to do it myself. I want this removed from my credit and I want a copy of the application that I filed out. I only filed out 1 application, 1 lender. This is not acceptable.

• Initial Complaint

  Date:06/20/2025

  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 May31 st I bought a Vehicle from use car dealer "Dena Motors " during the inspection I noticed some issues and brought to the attention of the sales manager "Yasir Tag" and notes this issue and asked service **** to address the issue. I asked salesman "jo *** about any Oil leaks in the car. He told me no oil leaked at all. After grueling hours waiting for them to repair the ****** sensor and brake pad wear sensor " they asked me to bring back the vehicle for parts replacement. I take back again to their location though, they could not take the wheel off, because they gave me the wrong lock nut. This time I bought wheel nut and Brake Pad though, still they could not fix the issue and ask me to take it to ******** dealer ship for repair. After I make an appointment and took the vehicle for repair and provided estimate to **** Service ****************** After waiting all day at the ************************ I took the vehicle without repair. During last 20 days I went to Dena Motors though, they did not address my concern.1, I am requesting to facilitate return the vehicle and refund the down payment and cancel the finance contract promptly. Or do complete diagnose and repair the vehicle.2, Reimburse Log nut and brake pad expenses.Investigate regarding fraudulent sales and after sales activities/customer service. I will complain to state and local government in this business. There only interest on you until you sign the sale agreement. No one answer the phone for after sales ******* one take responsibility.

• Initial Complaint

  Date:06/16/2025

  Type:Sales and Advertising 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 was shopping for a car in feb 2025 and found the one I liked listed at Dena motors in ***************. The price was what I could afford and I went with my own lender. I was having the car delivered to ******* and needed it in a timely y manner by the 14th in order to drive to ******* to see my son drive in the Daytona 500. Was told I needed a co-signer and 8500$ down. We had inky discussed 2000k max with no co-signer. Being eager, a friend cosignrd and loaned me the money. The car was not delivered by that date and wasnt delivered for another 8 days. When it was delivered it didnt have a temp tag causing further issues with transportation. The desk was signed on feb 12. Plenty of time to make a 4 1/2 hour drive to ***********. It took another 5 days to get the temp tag they promised. I also had been requesting the bill of sale before the car was even delivered. It was sent in the package with the temp tag. When I read the bill of sale I immediately contacted **** at Dena motors. Once the car aaa delivered, as a side note, getting in touch with anyone at Dena motors was futile. They even wouldnt answer my call seeing caller id. I had a friend call and they answered right away. When she said ***** ***** needs to speak with you, they hung up. They increased the price of the vehicle by almost 5k, added gap insurance for 1500k, an extended warranty for 3500$ plus doc frees, dealer fees at 899$, overpaid taxes by 400$, electronic filing fee (which fla doesnt have) I repaid the 8500 to my friend and then found out they refunded that to him. Without telling me any of this. I was told the owner said he would take the car back and what they did was legal.

• Initial Complaint

  Date:04/30/2025

  Type:Sales and Advertising 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.

  Nature of Complaint: Bait-and-Switch Sales Tactic / Misrepresentation of Vehicle Price and Return Policy On April *******, I purchased a vehicle from Dena Motors based on an advertised and verbally confirmed price of $21,388, with the final cost after taxes and fees totaling approximately $24,000. This price was confirmed by a representative who brought the paperwork to my location. We were also told we had five days to return the vehicle if needed.However, upon reviewing the financing paperwork, we discovered that we were being charged $31,000an increase of nearly $7,000 beyond the agreed-upon amount. When we contacted Dena Motors for clarification, we were told they would not be honoring the originally quoted price, despite having already taken possession of the vehicle under those terms.When we attempted to return the vehicle within the five-day window as we were told we could, we were informed that returns were not allowed. This directly contradicts what we were promised during the ******* make matters worse, the car has already exhibited signs of engine trouble, raising further concerns about the condition and transparency of the sale.This appears to be a classic bait-and-switch tactic, with misrepresentation of both pricing and return policy. We are seeking either:A correction of the sale price to match the originally quoted and agreed-upon amount; or The ability to return the vehicle with no penalty, as promised.We would appreciate BBBs assistance in helping resolve this matter.

• Initial Complaint

  Date:01/15/2025

  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.

  Dena Motors would not honor their approval they gave me to purchase a vehicle. They continue to run my credit after their approval, and tried lying to me stating that I had a repo on credit (which I dont) and thats why their not honoring their approval, but stated if I can them cash for a deposit they would honor it. I refused, the manager took me to the gas station and filled my car up wit gas and apologized for wasting my time, and said theyll be in contact when the owner got there. They called me a couple hours later ( sales manager and financial manager) still lying about what was on my credit, but still asking for cash. They could not answer my question to them about why theyre not honoring the approval they gave, why did they run my credit multiple times, what was their plans with information they had. I want them to honor their approval, or somehow fix my credit back to where it was prior and to answer about their fraudulent practices. I also have recording of myself and the financial manager conversations and its sick

  Business Response

  Date: 01/28/2025

  Mr. ******,

  We sincerely apologize for the frustration and confusion that you have encountered throughout this process. We take all customer concerns seriously, and we want to ensure that this situation is properly addressed.

  First and foremost, we regret any miscommunication regarding the approval and the information about your credit. We strive to provide transparent and accurate information to all our customers, and we acknowledge that we fell short in your case. The credit checks and approval process should have been communicated clearly and appropriately, and we are reviewing how this occurred to prevent such issues in the future.

  Regarding the repo claim, we understand your concern and we will recheck the details to ensure there were no errors on our end when assessing your credit. Based on your credit profile there is a charged off account with an lender. In some cases the finance department will consider this to be an repossession.  If this information is incorrect or if there were inaccuracies, we will request that you contact the credit bureau as well as the lender to correct your profile.

  Once again, we apologize for the inconvenience and confusion. Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.

• Initial Complaint

  Date:01/10/2025

  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 BBB,I am writing to formally lodge a complaint against Dena Motors regarding my recent experience with their business practices. On April 2023, I purchased a 2015 ***** IS from Dena Motors, and unfortunately, my experience has been nothing short of a scam.Upon purchasing the vehicle, I discovered that it was defective, with the tires popping shortly after I drove it off the lot. However, the most concerning issue was the manner in which the transaction was handled. I was allowed to drive off the lot without full approval from the bank, which I later learned was a tactic used by Dena Motors to retain my deposit. They informed me that since I drove the vehicle, I owed $1 per mile, despite the fact that I was not fully approved for the purchase.When I returned to the dealership to address the tire issue, I was informed that they intended to keep the vehicle because my financing had not been approved. This was not only misleading but also left me in a difficult position without a vehicle. During my visit, I witnessed another customer who had come to retrieve his deposit with the assistance of the police, as he too had been scammed by Dena Motors.I believe that Dena Motors engages in dangerous and unethical practices that not only put customers at financial risk but also potentially expose them to legal trouble. I urge the BBB to investigate this matter further to protect other consumers from falling victim to similar practices.

  Business Response

  Date: 01/28/2025

  Based on the complaint, Dena Motors does not practices unethical measurement to put consumers in a financial risk. Although all car deals are approved with an lender that will verify consumer information once they receive the consumer file. Due to this process many consumers believe that once they sign on the documents it a finally deal. The finance department will advise consumer on the next steps in order to finalize there loan, every bank require the consumer to take delivery of vehicle before they will process the loan. In Ms. ****** case she purchased a 2015 *****, for whatever reason of her tires popping **** ************* team will ask question to determine if the incident was an oversight or just the consumer driving cause the issue. Dena Motors do have an Bailment Agreement on file for every consumer that the consumer signed in finance. 

• Initial Complaint

  Date:01/08/2025

  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 purchased a 2015 ************* C300 from Dena motors on December 13th, 2024. I returned the car back to them December 16th, 2024 due to the check engine light cutting on. Dena motors had my car in their possession until January 7th, 2025. It is now January 8th, 2025 and the check engine light is back on. That shows proof of them ignoring the problem and tricking the car to get the light off. They sold me a car that cannot pass emissions. They have had the car in their possession for weeks and it is still having the same problem. I have yet to enjoy the car I financed because of engine issues. I cant get a tag for the car because of the check engine light. They have represented nothing but bad business, this car has been an issue since I bought it! Now its almost time to pay the first car note for a car that does not work. I feel absolutely scammed by Dena Motors and I thought I could trust them because I financed. They like to break rules for a quick sale.

  Business Response

  Date: 01/21/2025

  Thank you for bringing your concerns to our attention. I want to sincerely apologize for the frustration and inconvenience you've experienced with your 2015 ************* C300. I completely understand how disappointing it must be to deal with the ongoing issue with the check engine light, especially after the time and effort youve already spent in returning the vehicle to us. Please know that we take these matters very seriously, and I truly regret that your experience has not met the high standards of service we aim to provide. We want to ensure that this issue is addressed promptly and thoroughly. 

  To resolve this, I propose the following steps:
  Immediate Inspection: We will conduct a comprehensive diagnostic to identify the underlying cause of the check engine light. Our team will prioritize this to ensure we find a permanent solution.
  Transparent Communication: Once we have a clear understanding of the issue, we will provide you with a detailed explanation of the problem and the repair steps needed. We will also provide an updated timeline for when the vehicle will be fully ready for you to enjoy.
  Next Steps for Registration: In the meantime, we will work with you to ensure that you can get your vehicle registered without further delay once the issue is resolved.

  
  We value your trust, and we are committed to fixing this problem for you as quickly as possible. Please let us know if youre available for us to schedule the next available appointment for a thorough inspection, or if you have any specific preferences for handling this matter.
  Again, I apologize for the inconvenience, and I appreciate your patience as we work to resolve this. We are dedicated to ensuring you are completely satisfied with your purchase, and well do everything we can to restore your confidence in our dealership.

• Initial Complaint

  Date:01/07/2025

  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 was misled on information from and online advertising, I talked to the dealership and confirmed the information regarding the purchase of a gold like color vehicle. sent all requested information to the dealership for credit and financial approval. made an agreement on cost and payments. I flew down to examine the vehicle and complete the purchase. the salesperson showed me a totally different vehicle than what was advertised. I checked it out and told them what needed to be done before we went further. on test drive the engine seamed ok and the deal was completed they said they don't give a full tank of gas, so I drove up the street about a half of mile to the closes station for fuel. when I stop at the pump there was a clicking noise coming from the engine. I took the van back and told them that I didn't want it, they said they could fix it and would have it ready the next morning. (being Saturday 12/28/2024) this deal was to have been ready (van) on 12/27/2024. I arrived at the dealership 12/26/2024. we started this whole this this on 12/23/2024. after all day Saturday waiting on the completed (?) repair, I was told it was ready for my return to **. I went back to hotel to leave out Sunday morning, upon starting the vehicle the problem of engine clicking was much louder. I decided that it was a bad purchase, and returned it back to Dena motors, in ******* where it had been totally mechanical unsound, I return the keys and van to the Finance person who did the final paper work and inform him that I was not interested in going through with the purchase and ask that they return my $3090.00 deposit and send me any paper work I need to sign. I had to return back to ** for work on Monday, and the van was no longer wanted and of reliable trust or use. his last word were he would pass that on to the manager and get back with me. I was called and told I was not intitle to my deposit. van was a lemon, and falsely advertised

  Business Response

  Date: 01/21/2025

  First and foremost, I want to sincerely apologize for the frustration and inconvenience you have experienced with your recent vehicle purchase at Dena Motors. We take these matters seriously and understand your disappointment given the circumstances youve described.
  
  I truly regret that the vehicle you were shown and agreed upon during the purchase process did not meet your expectations, and that the vehicle you ultimately received had significant mechanical issues. It's clear that there were multiple miscommunications during this transaction, including discrepancies between the vehicle you were led to expect and the one you were shown upon arrival.
  
  We deeply apologize for the time and energy you've spent dealing with these issues, especially during the holidays. We understand how important it is for you to feel confident in your purchase, and its evident that we fell short in this instance.

  In response to your concerns:
  Vehicle Condition: We take the mechanical condition of our vehicles very seriously, and we understand that the clicking noise you experienced was an issue that should have been addressed prior to finalizing the sale. We apologize for not catching this earlier, and we are taking your feedback into account to ensure better quality checks for future vehicles.
  

  Deposit and Refund: I understand that you were told you would not be entitled to a refund of your deposit. I sincerely apologize for the confusion and frustration this has caused. Please be assured that we are reviewing the situation internally. Our goal is to resolve this matter fairly and in accordance with the agreement you made with us. We are currently reviewing your case with management to see how we can best address your concerns and rectify the situation.
  

  Next Steps: I will personally follow up with the finance department and management to expedite a resolution. I will also ensure that any required paperwork is provided for your convenience, so that you are not left in limbo while we work to settle this issue. You should expect to hear from us shortly.

  Again, we deeply regret the inconvenience and frustration youve experienced and are committed to resolving this matter promptly. Your trust is incredibly important to us, and we want to ensure that you have a fair and positive resolution.
  Thank you for your patience, and please dont hesitate to contact me directly if you have any further questions or concerns.

   

   

• Initial Complaint

  Date:12/18/2024

  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 went to Dena Motors because I seen an ad on FB Marketplace. I spent 3 days at this dealership to end up with NO car back in October of 2024 (Here it is December). But thats not what Im complaining about. Im complaining about the down payment that I was told (have paperwork showing proof) I should be receiving back via mail. Idk why I was moving so fast and paid without knowing for sure I was getting the car. Ive been emailing and calling to get absolutely no where and because I dont have any documentation on hand its hard for me to communicate with my bank. I am honestly trying to avoid going to the dealership ( an hour away) but I see this may be the best option because no one is responding back to me. I have my original receipt of when I made payment yet they cant put it back on my card. Then Im not going to get into the ****** business about my brother. He was my co signer and he got approved for an extra loan but since we never went through with the purchase, Dena Motors never canceled the loan from that little QR scan code thing they have you scan and those people were calling my brother saying he own them $90. On top of that someone also stole his information to use for insurance. Someone at Dena Motors is using other peoples information.

  Business Response

  Date: 12/27/2024

  Here at **** we take this very serious. In order to refund money back we require proof that funds was taken, we can't refund based on the refund paper that you submitted without an actually receipt to accompany the purchase. As far as it goes with your brother the loan he opt in, he will need to contact them and request the loan be cancel due to you didn't get a vehicle. No one at Dena Motors will never use a customer information for insurance or credit. Based on your information he only submitted his information to a third party company for a loan to assist you. We don't have a record of your brother information so no one at Dena Motors would even use a person information to get insurance an since the insurance company ask several question in order to get coverage this would unlikely.