Complaints

This profile includes complaints for Sonia's Auto Sales's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sonia's Auto Sales

  160 Southbridge St Worcester, MA 01608-2010

  
• 

  Sonia's Auto Sales

  1448 Grafton St Worcester, MA 01604-2720

  

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:04/15/2025

  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 went to purchase a car through this car dealer and I gave them money down and they put that I had a trade in value for a car I never agreed on trading in and now I am having issue with the bank because one of the emplo Messed up my paper work and every time I go in for assistance its a constant issue they laugh at me and make things way harder then needed to be . I am not understanding why I am having to pay for someone else mess up at the company and genuinely dont know where to begin when it comes to this car company for the fact I continue to gett different answers every time I go and they keep pushing me to give them a car as a trade in when I dont have one I would like my car to be registered that they are withholding from me considering I gave them 10,000$ down towards a car and he told me I was all set when I drove off the car lot with my vehicle.

  Business Response

  Date: 05/06/2025

  Originally customer stated they were going to trade in a vehicle. Then later said they would not trade in the car. We gave the customer the vehicle to drive and she a few days after was in a car accident. We are waiting for the body shop to repair the car. She hasnt updated us on whether or not her insurance is taking care of the claim.

• Initial Complaint

  Date:08/15/2024

  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.

  Went to a car dealership desperate for a car after I was rear ended, I was coerced to try & buy a 2012 mini van with 198,000 miles on it for 450 a month. I am 20 years old & don't know much about cars. I said yes & put a $200 deposit down on the car. The moment I left I realized I didn't want it, I called & asked if my fiance could come down the next day & get my money back as I work full time & have a child so I had no time. They said yes. He had drove over an hour to go get my money back with the same card I had used to pay. When he got there they refused him & said they weren't giving the money back bc he was rude.

  Business Response

  Date: 09/10/2024

  BBB spoke to Tony at the business, he stated that the consumer can come down anytime for a refund, as long as she brings her receipt.

• Initial Complaint

  Date:01/29/2024

  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 purchased a 20,000 dollar work truck that has been nothing but problems. Their customer service is trash. They had my work truck for 3 weeks and I have the same issues. I want what I paid for a good working running truck

  Business Response

  Date: 03/08/2024

  The customer had installed an aftermarket plow to the truck after purchasing the truck from **. In most cases we do not warranty vehicles after plow/ heavy modifications have been done to the vehicles but in this case we agreed to fix the issue the truck had. They were sensors. Our mechanic had ordered the parts and the parts came in a few days after. The customer then stated they did not have time to wait for us to install the parts because it was going to snow and they wanted to use the truck for plowing. He said he would bring the truck back and has still not brought the truck back to have parts installed. Thank you

  -Tony

• Initial Complaint

  Date:01/16/2024

  Type:Product 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 car from them for $10,000, when I went to pick up the car i found out that they sold the car to someone else. They knew I needed a car urgently; I gave a deposit and signed a contract with them. I called them and asked them if the car was ready, they said yes come get it, knowing that the car was already gone. When I got there to pick up the car, they were trying to sell me another car.

  Customer Answer

  Date: 01/18/2024

  BBB spoke with the consumer and clarified with her that she had purchased the vehicle and when she showed up to pick up the vehicle they told her there was an issue with the title so they sold it at auction.  As a result, she had to rent a vehicle and she would like to be reimbursed for her rental fees.

  Business Response

  Date: 01/19/2024

  To whom it may concern,

  ********************* had come to our store and left a check for 1000 deposit on a 2015 ***** ******. She was informed that the vehicle needed service and would take a week or so to be ready. She agreed to those terms. A few days after while the vehicle was being serviced our mechanics found major issues with the car and we had then informed ********************* that we would have to switch her to a different car or give her the deposit back. She agreed to come to the store to look at another option. (We also never deposited her check so we actually have no money from her) upon arriving at the dealership she said she did not want to look at other cars and she left. Its an unfortunate situation however we did not want to sell her a defective vehicle, and we also did not take any money from her. Thank you

• Initial Complaint

  Date:12/21/2023

  Type:Customer Service 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.

  En marzo 13, 2023 compre un ******** 2014 QX60, al cabo de los 2 meses le saque un diagnstico on ******** dealer in ***********,the car has transmission issues,les cai atras por 2 meses mas(el carro aun tenia garantia,me lo devolvieron on december 19th,since august 5th, 2 days driving the car,and the car doesnt even start,all the lights on dash are on,y me devolvieron el carro con una llave hecha,ni siquiera remote starter (como la original que trajo el carro cuando lo compre) he ido alla,he llamado,y siempre una desinformacin horrible,nadie sabe *********,cuando les fui a reclamar de la llave del carro en mi propia **** me dijeron :pero el carro anda? Hohh thats the keys that you bring to us when u left the vehicle here! Still today no information about ****** and no one knows nothing,I call and call and no response or they know nothing about the car,originally I bought that car with no brakes or tires,(both on bad condition) i said nothing,them the transmission,I start talking because the car still have warranty,the service is awful,they dont care not even offer u a rental or nothing,its been 3 days without going to work and still no received notice at all,DONT GO THERE please, I dont recommend this place to anyone

  Business Response

  Date: 02/08/2024

  Hello, 

  We had replaced the transmission for the ******** ***** And a few weeks later she called our service department saying the car was stuck and wouldnt move. We sent a tow truck to pick up the infinity at the address she provided us, upon arrival to pick up the Infiniti the driver noticed all 4 tires were slashed by a knife or sharp object. We then proceeded to inform the customer of this saying, the tires would need to be replaced in order to drive the vehicle. She should contact her insurance in order to have them replace the tires, seems like the vehicle was vandalized 

  Customer Answer

  Date: 02/08/2024

  Firs at all , yes they replace the transmission,Im good with that,no complaints at all,but I didnt call a couple weeks later , I call 2 days later after they give me my car back,the car not even started,and then call me to said about the tires and all that, I do understand all,and they give me a rental, I do really appreciate it that too ,after I spend 5 hours waiting time just for a rental car, between both dealers,Southbridge st and Grafton st, that was back and forth all those 5 hrs, my point is ,and I want to be clear about this: the purchase was made on March 2023, now is February 8th,2024  and I just drive that car for 3 months maximum,in almost a year,and I still make the payment to the bank on time, on time because I never be late or forgot my responsibilities,and the car still on the dealer , hohhh and I forgot this details, the day that I picked up my car(when they finish the transmission)they change the original keys , why this dealer didnt said that? Or that I call 2 days later , not 2 weeks later ,because the car not even started?

  They just said what they want,do what they want,and take advantage from regular customers like me in need of a good car for work 

  Business Response

  Date: 02/08/2024

  We would need the insurance to come so they can see that the vehicles tires were vandalized. Then if youd like we would like to offer to change you into a different vehicle. If you are open to that. And yes I understand the situation, which is why we have always provided a rental for you. Also the parts for a hybrid ******** are hard to get especially with supply chain issues. Please let me know about insurance so we can at-least get the tires fixed

• Initial Complaint

  Date:10/23/2023

  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 bought a car ****** ***) from Sonias Auto Sales on Sep 04, 2023, in the value of $15,998. Lucas (salesperson/manager) only gave me the keys 4 days later, the car was dirty and had no state inspection. They made me wait almost 4 hours telling me they were cleaning the car and I got the key, car was still dirty.After a few days driving the car I noticed the car was shaking, brought to the dealership, they checked and after picking it up, car was still shaking. Called Lucas again, brought the car back for the 2nd time, after checking, they said the what was causing the car to shake was the tires, so they put 2 new front tires. After picking up the car, I noticed the car still shaking and just getting worse, so, I decided to bring it to a ***** dealership to have it checked and came to find out that the car needs a list of work done wich is causing it to shake and total cost will be $3.129,63 and the warranty wont cover it.Now Im trying to reach Lucas, he wont reply my msgs. I either want to have it serviced at ***** and have Sonias Auto Sales pay for it or have them fix it. Im also definetly taking this case to court, thats not how Sonias auto sales should treat their costumers, ignoring and playing us, thinking that we are not going to look for our rights. He is ignoring me so time goes by and the Lemon Law time runs out.

  Business Response

  Date: 12/13/2023

  Hello,

  We came to an agreement with the customer, we ended up canceling the deal and refunding the customer. This should be all set, thank you. 
  -****

  Customer Answer

  Date: 12/13/2023

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

• Initial Complaint

  Date:06/29/2023

  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 2020 ****** Kicks from *****'s on 11/25/22. I was assured repeatedly that there was clear CarFax and no issues. I traded in car worth $4,500. I returned on Dec 1st for my registration at which time I told them there was an issue with back hatch on left side. I was told they would fix it. Again, I was reassured it had never been in an accident. I had my mechanic do a full "inspection" on 1/9/2023 when I had an oil change done. He found that the brakes were bad, the tires were bad and again the back hatch was damaged. I again made arrangements to bring the car back to *****'s to have these things corrected and was told that these would be fixed. I took the car to both the Grafton St. and the Southbridge St. location and once they determined what needed to be done I was told I would be called when the parts came in. I never received a call and every time I called I was put on "hold" left on the bench to listen to the noise in the back ground for over 30 minutes and forgotten. I even called the Orange, ** location to see if I could get help. Now I have been in a rear-end accident on May 13th. It was discovered that *****'s misrepresented this vehicle. It was in a previous accident and the rear left side of the car has damage from a previous accident that included the frame which was not properly repaired. This damage twisted the frame which is why the hatch on the upper left is damaged. The hammered out right left is considered a "safety issue" according the the certified car repair place that currently hold the car.

  Business Response

  Date: 07/14/2023

  Hey is the vehicle currently in the body shop for the accident that occurred in may ? If so, I would like to go there to see the issues that need to be fixed and come to an agreement about the old issues so we can fix them. If they have possession of the car, can they come here to our store so I can go over these issues so we can come to an agreement. Thanks

  -****

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20255457
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20255457
  
  I am rejecting this response because:
  

  HI,

  I do not agree with *****'s response.  I have had the vehicle repaired from the May 13th accident.  I have attached pictures from the prior damage, the appraisal report showing what work was done and what work was not done, and the inspection report from my mechanic/car dealer right after I purchased the vehicle.  This car dealer is someone I have known for decades and the only reason I did not purchase this vehicle from him is because it is a hard to find make and model and It is exactly what I was looking for.  The damage would not have been found without taking the bumper off which is not part of a normal vehicle inspection.  I want full parts replacement or full car reimbursement. as stated previously.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/28/2023

  hey,

  I would be more than happy to take a look at the vehicle, and come to a resolution. do you have time to bring it this week or next ? I would like to see the vehicle and see exactly what we need to do for the repairs. Thank you.

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20255457
  
  I am rejecting this response because: I have no faith that this business will keep their word in making this appointment nor making valid repairs.  They have only made delays in answering this complaint just like they did when I was trying to get them to fix my brakes (I had to get them fixed myself) change my rotten tires, and address the back hatch, which I now know was caused from the prior damage that they covered up.  The existing damage is a safety issue because it is a hammered out frame.  I do not trust their mechanics to fix it since it was their organization that covered it over in the first place.  If they had acted in good faith at the beginning of this complaint and acted quickly and looked at the damage when it was at CarStar body shop, I may have considered this offer, now I do not feel this is a viable solution.  If they have a vehicle that is a worthy trade and can prove there is no accident damage I would consider that or like I said, I want my money back and they will be receiving a vehicle back that has been fully restored to the condition it was in before they sold it to me - actually better - because it has new brakes, and the repairs have been done by a certified autobody repair shop as shown on the appraisal I supplied.
  
  Sincerely,
  
  *****************************