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:04/04/2025

  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.

  Automobile purchased 2/22/2025 - car initially failed MA inspection. Taken back to dealership and repairs (front end) done and passed inspection. 3 weeks later after hearing loud noises while driving it was taken to local mechanic and found that car needed a drive shaft repair (approximately $1200). Sales mgr. at dealership said repairs are covered under warranty, but when I tried to call back to get details of getting repairs & connecting dealer with mechanic, I couldn't get hold of sales manager. Several calls later I was transferred to a service person, who was extraordinarily rude, nasty and belligerent. I've never had an experience like this with a car dealership before. I would just like my money back.

  Business Response

  Date: 04/08/2025

  The repair referenced in this complaint was covered by the customers extended service contract. The customer brought their vehicle to a third party mechanic shop. It is the responsibility of the the third party mechanic and the customer to file any claims for repairs. Our service department was not rude, nasty and/or belligerent, In fact they assisted the customer in retrieving the proper information that their third party mechanic shop did not know how to do in order to complete the repairs. The customer can cancel this extended service contract at any time for a refund.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  The ****** Outback initially failed inspection. After repairs at the dealership it passed. Approximately 3 weeks later, car was found to need a major repair (drive shaft). Covered thru extended warranty, but dealership dragging its feet to turn over documents to settle claim. Service person **** was indeed nasty, rude and belligerent when I expressed my frustration & disgust about these continued issues. No one should be spoken to as I was regarding a major purchase & resolution of a legitimate complaint. I regret purchasing anything from this dealership & if I could get my money back Id never deal with them again.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:07/02/2024

  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.

  I believe Auto Factory sold a vehicle they did not legally own (had no title), then after a refund of the original deposit was made they processed the original loan. This leaves me responsible for a product that was never delivered under the contract specifications. Since the deposit and trade-in were never processed this voids the contract.********************* (owner Detour Cars dba Auto Factory Automotive) refused to respond to 3 separate documented attempts at obtaining the original contract copies. Then told me to "lawyer up." This has since been reported to Attorney General, and the Selectman boards in both Danvers/Peabody.- 6/13/24 Thursday - Vehicle Contract is signed (and $1,000 deposit made), told it would be about a week to receive vehicle, in person - 6/17/24 Monday -Dio (salesman) informs me that it will be "soon" to receive title, via Phone - 6/18/24 Tuesday - ***** (manager) informs me that Bank Holiday (Juneteenth) will delay processing, via phone - 6/20/24 Thursday - Dio informs me he does not have a time frame, via phone - 6/20/24 Thursday - **** (sales manager) explains that there was a clerical error on the previous title, via phone - **** then informs me that I was made aware that it would be 2 weeks from 6/13/24 to compete transaction - After asking what happens if the car is undelivered by 6/27. **** mentions that we can try to place you into another vehicle or cross that bridge when we get there.-6/21/24 First Documented request for finance paperwork made -6/24/24 $1,000 Refund is processed, told by ********************* that it will be null and void, in person -6/24/24 Second documented request for finance paperwork made -7/1/24 *********** Auto paperwork is received with payment due 7/13/24.-7/1/24 Final demand made for Vehicle Contract made -7/2/24 **** tells me I am unreasonable to request contract, tells me to "get a lawyer"-7/2/24 Reported to Attorney General and Peabody/Danvers licensing boards.7/2/24 Vehicle remains for sale on website

  Business Response

  Date: 07/18/2024

  See attached response 

• Initial Complaint

  Date:05/02/2023

  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.

  I am reaching out regarding a vehicle my son and I recently purchased. Long story short for now, after waiting a week to take delivery on the car the wheel fell off the following day while my 18yo son was on his way home from work at 11pm on 128. The lugnuts were rusted and stripped and this dealership clearly put my son in danger. The owner of the dealership has not been sympathetic or apologetic but rather degrading, disrespectful and ignorant to myself and my mother. He agreed to take the vehicle back with the stipulation I sign the equivalent of a NDA and basically am still out of pocket a few hundred dollars. He now has my money, car, license plates signed documents to void the sale but he has refused to process the loan payoff or speak to me until I sign a contract stating that I will not post any bad reviews. If this is something you can possibly help with I have plenty of documents and other details. I would like to be reimbursed for the tow out of pocket and the sale of the vehicle voided, the loan satisfied and my $4500 deposit returned.

  Business Response

  Date: 05/24/2023

  Customer issues have been resolved, customer has picked up the vehicle.