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:05/30/2025

  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.

  On Saturday March 1, 2025, I traded in my ***** Civic in and purchased a vehicle from *********. The very next morning I took my new vehicle to be washed but it struggled to start. I returned the vehicle to the dealership Monday, March 3rd, and was told it was an oil filter issue. The car was returned to me with the assurance that it had been fixed. However, once I got home, it was clear something was still wrong. I called the dealership and returned the car again. This time I was told the engine was blown. As of today, May 30th, 2025 Wood **** still has possession of the vehicle. Communication from the dealership has been minimal at best- I've only received updates when I've reached out myself. Despite multiple calls requesting to speak to the General manager, *****, I have not received a single returned call in the past 3 months from him. To make matters worse, I recently attempted to register the vehicle and discovered that sales tax had not been included in the financing, contrary to what I was told during the sales process. I was verbally assured multiple times- by both the sales-person and finance manager that sales tax was included and that it was standard practice to do that. The contract was signed at 7pm that Saturday night, and I felt rushed through the process. I relied on the finance manager's guidance and believed the sales tax was included. I now unexpectedly owe over $1600.00 in sales tax out of pocket. While I take some responsibility for not identifying this at the signing, I feel I was completely misled. I am filing this complaint because I have exhausted all attempts to resolve the matter directly. I'm very disappointed in the level of customer service and lack of accountability and am now seeking assistance to hold ********* responsible for their actions.Respectfully,******* ********

  Customer Answer

  Date: 05/30/2025

  I wanted to provide an update- I received a phone call from the general manager, *****, this evening and he assured me they would cover the sales tax and updated me on the status of my car.  Thank you so much!  If at all possible, I would like to hold on this complaint since they have finally reached out. 
  

  Respectfully,

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

• Initial Complaint

  Date:12/09/2024

  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 purchased a vehicle on 11/16/24 and cancelled my extended warranty on 11/30/24 but the business refuses to cancel it and the reason for it was because I purchased the vehicle as - is, when I called the warranty company says that it is suspended but no cancelled until the dealership sends in the cancellation form, but the business is refusing.

  Customer Answer

  Date: 12/27/2024

  They never responded back to me and they have not provided the title nor registration. Independent banks have stepped in trying to get a hold of them. Supposedly the title person is out for right now. The warranty people accepted my paper work and are going to cancel the warranty and send the money to the bank. 

  Customer Answer

  Date: 12/31/2024

  I got my title from the business!  I got my car licensed and I am thrilled.  

• Initial Complaint

  Date:10/20/2023

  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.

  Purchased 6-7-2023. Car arrived with existing broken parts requiring replacement and installation for a total of $4,666 plus tax. Car purchased over the internet from ********* in Carthage, without seeing it in person.******** said noticed the backseat AC vent was broken, couple light scratches on the exterior and carseat imprints in the backseat. AC vent repair would take 7 days for repair. Car arrived with vent broken, cost $270. Car was not serviced as promised, arrived with maintenance needed. Added wiper fluid, empties on floor instantly. Broken washer nozzle and hose, cost $314. Headlight washer unit was broken, cost $296. Confirmed water damage on the wood dash trim, cracks and noticeable subbase material. ***** said not due to the sun. Cost $816. No interior heat, there's a hard fault for the ***** heater assembly needed to be replaced, cost $2500. "Error" notice for hybrid battery and unable to charge. **** said they didnt check the battery or charging status due to not knowing where the cord was located. Cord was in trunk, faulty cord, cost $330.Two entire carseat anchor units need to be removed completely and replaced due to the covers not staying in place.Trailer hitch was installed by the previous owner by cutting a large uneven hole into the rear bumper. Never informed.The car arrived dirty. Cookies, glasses, toys, red stain on the ceiling and food wrappers removed during inspection. Car deal cost $140.Contacted salesman, ******, immediately about charging issue, maintenance, and red stain. He requested photos and quotes so they would resolve issues. Documentation provided. No updates, returned call or text. Told me their cars are sold as is and without an extended warranty, they have no ability to take care of any of these problems. I did not cause these problems; they were existing when I purchased the car. Contacted the sales manager, ***, he told me they were working on it. He has avoided my phone calls and text.

  Customer Answer

  Date: 10/23/2023

  This is a couple estimates from the local dealership and a photo of the water damaged trim. I can submit more photos if requested. 

  Business Response

  Date: 11/15/2023

  To whom it may concern, 

  
    In response to the customer complaint, several of these items were never mentioned to us from the consumer, we did discuss the fading  on the dash, the power cord, and the  A/C heat vent.  I did not inspect the vehicle when it was picked up by the transport company that was hired by the consumer, but it is not our practice to send a vehicle to a customer without cleaning,   After the complaints on the dash fading we did research on the internet and found that this was a common issue with a preowned ***** xc60several pictures were sent as well as a video requested by the consumer, Vent was ordered and repaired before transport,  power cord , customer was told we would replace  , we found on ebay  ****** , but she wanted one the local dealer was selling at a higher price, all the other issues are common things found when buying a preowned vehicle, we feel we were transparent with photos and videos, all papers signed indicated as is no warranty from dealer.

• Initial Complaint

  Date:09/28/2023

  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.

  This dealership uses false price advertising to lure in potential buyers with significantly lower car prices featured on their website resulting in false prices throughout all online car search portals. Their online advertised price does not clearly state conditions, nor it suggest there might be conditions (by marking it with asterisk for instance) to be aware of. I was able to find one mention of a condition buried in the tiny font in the footer of the page stating that price featured assumes financing through this dealership. I did find that unfortunately after the fact.
  
  In addition to advertising lower/unattainable price, sales person never mentioned this is something I need to know before making 150 mile drive to purchase a car, I also called ahead to confirm what I need to bring as this will be a cash purchase. Once we arrived, test drove the car and time came to make a purchase, sales person comes back with price over $2100 higher than advertised, explaining that their online price is only if we finance and trade in old car. We were ok with financing part of the purchase to get this price, but sales person was adamant that we need a trade in on top of financing. Again I will mention that on their website there was no mention of "trade in" requirement.
  
  In result we did not purchase the car, even if the price was still reasonable we did not want to help this unethical business practice to continue. In result they have wasted 5 hours of our time.
  
  To summarize, I'm submitting this complain because on their false price advertisement. If price listed is based on conditions, those should be clearly stated next to the price not intentionally hidden without any reference to it.
  
  Attaching pdf of a listing and link to the ad - *************************************-Carthage-************************************************

  Business Response

  Date: 10/20/2023

  We spoke to the cus***er and went over everything. He loved the salesperson ***** but his issue was due to pricing. He said he was looking at prices online but did not see this disclaimer. He felt like the pricing was deceiving because he did not know about it. He called and asked  the sales person if the car was available before driving out there. His mom was purchasing the vehicle and he was assisting her. I asked if his mom was still interested and he said she already had a vehicle. I told him if he could send the VIN number and miles that maybe we could work something out. He has never sent this information.

  Customer Answer

  Date: 10/20/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I did not file a complaint to get a call back or work out a deal, I filed it in hopes to change this business deceiving practices. Reading online reviews (yelp / cars.com / google), I see that this practice have been going on for quite a while as there are multiple people who ended up in same situation as me (coming from out of town to purchase a car just to find out price advertised is unattainable). I request that price listed is actual price to save future car shoppers wasted time and money. At the very least, to bring the conditions of the price featured front and center, as there is no reason to hide it, unless the goal is "bait and switch" tactic. 

  Again I will reiterate conditions on the website were not true in my scenario (even if I saw the brief mention in disclamer ahead of time), I was required to also have a "trade in" in addition to taking a loan to get advertised price. Requirement of trade in is not stated on their website, but when we offered to finance portion of the car, sales person still persisted on us having a trade in. Lastly sales person ***** knew we were going to pay cash yet he didn't feel its important enough to tell us that price will change, he let us waste half a day for now reason, unless his hopes were that we will give in and pay more since we already took that trip. Bait and switch...

  Sincerely,
  
  
  
  *** *****