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Business Profile

Car Dealers

Carmel Motors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Dealers.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 9 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/26/2022

    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.
    I purchased a vehicle from Carmel Motors in April of 2022, I was told I could cancel my $2500 warranty within 30 days of purchasing it for a full refund. Within two weeks I attempted to reach the dealership dozens of times with no luck. I had to go thru the warranty company (tru warranty) and additional 4 times to finally initiate the refund process. I received an email from ******* at TruWarranty on 7/20/2022 stating I will receive that 100% refund. She said it is up to the dealership to write a check to the lender for the full refund and should take about 2 weeks. Well its been 2 months and my lender (communitywide) has yet to receive a check. I called Carmel Motors today and they sent me to a voice mailbox that is full so I can even leave a message. Please help

    Business Response

    Date: 10/28/2022

    This has been cancelled, the check has gone to his lender Community Wide ********************* It was cashed by Community Wide FCU on 10/4 and been applied to the loan. 
  • Initial Complaint

    Date:09/08/2022

    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.
    I went to Carmel Motors on April 16 to purchase a 2011 jaguar xjl. After we had the approval I was asked about a warranty and then showed a brochure for True Warranty and I then proceeded to agree on the power train plan showed in the brochure with the salesmen. I signed paperwork for the warranty along with all of the other car paperwork. The papers I signed regarding the warranty never had the company name on the paper just service contract. I called what I thought was my warranty company on September 7 and I was then told that they didnt have any sort of filing for me and that I should contact my dealer. I called Carmel Motors right after and they told me that I actually have a different warranty through ASC warranty. After they sent me documents with *************** for ASC that didnt have my signature but had everything else like my name address and vehicle. I still have the powertrain ****** described in the brochure for True Warranty but ASC warranty covers a lot less and it also says im paying $7500 for it rather than the *************** i did sign when I put the vehicle which had the agreement price as $4500. I want to cancel the warranty but I dont think its fair that Ill have to pay a pro rate because the dealership decided add a random warranty on vehicle loan. This same dealership took three months to send over title paperwork. I also noticed a check engine light whenever I first went into the vehicle and I was told that it was a code they forgot to clear and that it was just the gas cap and that once they cleared the code it wouldnt come back and the salesmen told me if it did some back that I could bring it back and the next day after purchasing it came back and my car overheated and coolant leaked. I contacted the dealership the next day and they were trying to have me sign a document saying that they were just doing a goodwill service and that there was no obligation and they only offered to diagnose it if I signed the document.

    Business Response

    Date: 09/09/2022

    Spoke with customer and requested pictures of the full comprehensive warranty he states he was suppose to receive. We have yet to see the documentation. 

    Customer Answer

    Date: 09/11/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Regards,

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

    The Dealership hasnt reached out to me. The only thing I have to show is that they gave me a brochure for a different warranty. The warranty I wasnt aware I was getting never had my signature on the document for it because it they never gave it to me. Ive had all of the papers copied and nowhere does it say anything about the other warranty company. I just dont want to be pro rated for canceling the warranty because the dealership misled me.


    Business Response

    Date: 10/13/2022

    Customer has returned vehicle. No further actions can be taken.

    Customer Answer

    Date: 10/13/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    I still have the vehicle and have definitely not returned it. 

    Regards,

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

    Business Response

    Date: 11/02/2022

    Warranty has been cancelled, we've reached out to the customer several times with no response.
  • Initial Complaint

    Date:09/07/2022

    Type:Sales and Advertising 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 purchased a 2013 Maserati from this dealership on May 31, 2022. To date I have not received the title to the vehicle and my temporary tag expired August 1, 2022. After quite a few and voicemails left I have gotten no response.I would appreciate the BBBs assistance in obtaining the title to my car and getting an updated temporary tag so I can at least drive the car.

    Business Response

    Date: 09/09/2022

    Title and documentation were sent out to the customer 9/8/2022 at 5:30.

    Customer Answer

    Date: 09/09/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    I would like to know what mailing address the dealership sent the title and documentation to. My mailing address the purchase agreement from the dealership is incorrect. I provided them with my correct mailing address. Again I need them to tell me what address they mailed the title work to.

    Regards,

    *************************
  • Initial Complaint

    Date:08/29/2022

    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 signed a contract to buy this vehicle on July 30, 2022. I did not drive the vehicle off the lot as I was recovering from shoulder surgery. There was a loud rattle from the exhaust system, that started when they were moving the car out of the showroom. The sales manager looked under the rear of the car and stated should be no big deal to repair just something loose. There were also several other issues that were detailed on a "we owe" list. A seat repair, wiper blade replacement, and buffing out marks on the passenger door. I would pick up the car Wednesday August 3rd. It was not ready then. Based on my schedule we agreed to pick it up the following Wednesday, August 10th. Upon inspection on August 10th, it was not ready, the loud exhaust rattle was still there, and nothing else had been done. They had me taken home via Uber and promised the car would be ready for pickup Saturday, August 13th. On August 12 I finally received via e-mail a copy of the extended warranty that I requested. At the time of sale I was quoted $3000 cost for a 36 month, ****** mile extended warranty. The actual contract, which I had not seen or signed, included a 30 day or ***** mile waiting period before it takes effective. Thats unacceptable. On the afternoon of August 12th I received a text from the salesman, stating we just started it and the exhaust started to rattle again, it seems like it is coming from the mufflers, thought I would update you, my manager said to give us a couple more days we just want to make sure you get the vehicle delivered 100% good with no rattle. As for the warranty I just emailed it to you.I emailed the salesman on Monday August 15th to see what the status was. No response. I waited until Thursday with still no response, so I went to the dealership to speak with the Manager, *****************************. He explained how it was not done, he couldnt get anyone to repair it. I told him I had been without (Continued on attached document)

    Business Response

    Date: 09/09/2022

    Customer took possession of vehicle 9/9/2022

    Customer Answer

    Date: 09/09/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

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