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:11/17/2023

  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 brought a used car 11/12/23. I signed all the paper work and paid, it included everything including registering the car in **.On 11/17/23 I received a text message saying that I needed to pay ****** more to get the car registered. This is due to an overlook fee that the ** department of motor vehicle charges for electric cars. At the time of sale it was stated that nothing else was owned or nothing else needed to be done to get it registered in **. It doesn't make sense to bring them to court, because the court fees will most likely be more in the difference. Since I needed the car register, and couldn't hold off, I decided to pay the amount, made it clear I disputed the charge. They were not able to point out in the contract saying that I owe an additional fees needed.In addition, I don't know if this is not legal in the state as well. 1. The dealer required an additional $1000 worth of addons in order to buy any car on the lot. The addon price was was state on the site, but not it is required. I did not want the addon, and clearly state it, but I was forced to buy it.2. This car was also advertise on other car sites by the dealer with a price which included a financial incentive baked in and also didn't have the require addon. I don't know if it is allowed, but is not good practice.3. They left medical records in the glove box of the previous owner of the car as well. Contract attached.

  Business Response

  Date: 11/27/2023

   

  ************ came in and paid the additional registration fee that was required by the state for electric vehicles.  we explained the pricing and fees to him again in hopes that he now has a better understanding.  Apex Imports did nothing wrong in this transaction and everything was explained to him upfront prior to him signing.  We video record all of our transactions for this very reason.  

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20884618
  
  I am rejecting this response because:

  As I explained to them in the meeting it was not an acceptable solution, I payed because I had not other options. I felt extorted. They stated they were not willing to uphold their end of the contract until I pay more money. They even went as far as saying if I did pay I will be breaking the law, with driving an unregistered car. This is not an acceptable way to do business. They could not point out any place in the contract where it said I owned the money. They didn't care about the contract or the terms. They just said I had to pay. They did not wanted to provide any paper work or any additional information. Even though I insisted for more items in writing, to make sure everything was clear. They was not even will to put what they were saying to me in person in writing.    

  This is more extortion, changing the terms of the deals after the deal was made, where one party did not have any recourse. I could not just randomly say one week later, I wasn't happy I wanted more money for the car I traded in.

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

  Business Response

  Date: 11/29/2023

   

  As stated before.  Apex Imports does not owe ************ anything regardless of his beliefs or how he feels about the deal.  

• Initial Complaint

  Date:10/10/2023

  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 this 2013 ****** Altima on June 16, 2023 from Apex Imports, in **** **. On the way home, back to ******* the air bag light came on, I texted the finance manager (*****, super nice) he arranged for me to bring it back have they fixed it. Problem one, fixed. So at the same time the turn signals messed up. You would turn the right one on and straighten wheel and it would go off, but the left side would automatically come one by itself. It took a a few weeks but finally they fixed it. They let me use the ******* Imports facility being I live in ******* and its one of their facilities. It took a couple weeks but they fixed the turn signals, finally. So when I pick it up the a day or so after it was getting stuck in park. The shifter would not come out. I literally have to stick something in a hole to release the shifter to Drive. That was around August 21, 2023. I took it over to dealership (by appointment) and they looked at it, after leaving it all day to determine yes its the shifter. So I go pick it up that evening and ask what part it is. Nobody in the facility could tell me what part they ordered. They make an appointment for me to bring it back and I did. Left it all day and had to call to to see if it was ready that evening, just to get there and they had replaced the turn signal switches yet again, and they were fixed already. SO they say ok, we will order the part shifter switch. In the meantime I have tried and tried to trade there. To be told, ***, you are way upside down in the car. So not to mention I was gouged on this car from Apex Imports. I paid ******** paid ******* cash down, they pushed me to do 4 year warranty, and gap insurance. So the pay off is now ******** ( I've only made 3 payments)******* Imports told me when I tried to trade a couple weeks ago, they could cancel warranty, and gap and use for down payment, but I'd still have come up with 4k to trade. This is un heard of. I have absolutely had nothing but issues with my car since I purchased in June. Been in the shop like 5 times. And to this day, I have still not heard anything about the shifter part. I still have to stick something in the hole to release the shifter. Its super ashamed that I've only made 3 payments and having to go thru all of this. ***** the finance manager at Apex Imports has been the ONLY one to try and help me. I have texts messages from him. You would think all the issues I've had that a GM would have reached out to me. I just want out of this car somehow. When I was still under the 3 day return after buying it I was going to cancel the deal, but I was promised that airbag light and turn signals would be fixed. So I didn't proceed with canceling it. And also they told me it would ne a restocking fee if I did. Please help me try and get out of this car somehow. I was priced gouged and now can not even get them to fix the shifter. It's so depressing.

  Business Response

  Date: 10/19/2023

   

  ******************** has an appointment scheduled for Tuesday 10/24/2023 to have the shifter repaired.  We pride ourselves on taking care of the customer after the sale and not just before.  Which is exactly what we have done for her.  Due to the current conditions in the Auto Industry, we have experienced delays in receiving parts that we order.  As far as her ability to trade out of the car and into something else..  I will just say that some consumers credit situation maybe different then others in their ability to get approved, etc..  

  Her claim that she was price gouged is ridiculous and unwarranted.  We record every transaction on video in our finance office to protect both the consumer and ourselves against false claims.

   

   

• Initial Complaint

  Date:10/10/2023

  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.

  Purchased vehicle I believe August 19th, three weeks later car engine is blown. Mechanic looking at the problem finds a stop leak in oil housing. The stop leak caused the oil housing to clog which caused the engine to blow. Warranty doesn't cover because of the added piece in vehicle. If this information was divulged to me when I purchased I would have never bought the vehicle. I'm stuck with now a 24k payment on a car that I have to come out of pocket 12 more thousand to fix.

  Business Response

  Date: 10/19/2023

   

  ************** purchased a 2015 Dodge Durango with ****** miles on it.  We inspected the vehicle prior to sale just like we do with every vehicle.  We also have the customer sign documents that state they had the opportunity to have it inspected themselves prior to the purchase.  We do not have stop leak in our parts/service department, nor has it ever been used here for any vehicle.  ************** purchased an extended warranty for the vehicle, so if the **************** is denying his claim, then he would have to take that up with them.  

   

  It is Apex Imports position that we do not owe ************** anything.

   

   

• Initial Complaint

  Date:09/18/2023

  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.

  Greetings, In brief I purchased a *** X3 from Apex Imports in which the motor failed in less than 12 months and ****** miles. *** warranty company Apex Imports use advise a complete motor tear down is required and I would have to pay for this expense out of pocket which is *****. I would like to say this is false advertising of Apex Imports in which there was a problem with this motor when they sold the car to me that more than likely they knew about. A drove less than ***** miles on this car and the motor failed. I should have to spend ***** to tear down a motor that they advertise should be covered by their warranty company. I am still making payments on a ****** vehicle in which the motor is no good. *** did a partial tear down in which I paid **** and they couldn't discovered why it failed.

  Business Response

  Date: 10/02/2023

   

  We do not owe anything to ********************** and his claims are unsubstantiated.  Therefore no resolution will be reached in this case.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20616563
  
  I am rejecting this response because: For one they are quite nasty that is why I will never do busy with them and they have their staff stop contacting me about a car purchase there (LOL).  That is fine because box Apex, and their ***************** will be in court very soon since they don't want to assist on this matter.  Someone needs to fix a lemon they sold me which they knew the car was no good. Very disappointing for a business of their magnitude.  They tried to say the car was over-filled with motor oil which *** confirm it was not.  

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

  Business Response

  Date: 10/08/2023

   

  Our position in this matter remains the same.  We do not owe ********************** anything.  

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20616563
  
  I am rejecting this response because:   I consider this matter closed as well but Apex Imports should really stop the false advertising of offer an 12 month 12K mile warranty if the company they use is not going to honor.  I will write the President of the company. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/26/2023

  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.

  Service / Extended Warranty Issues and employee follow through 1. Warrantee - I've had to take my FPace in for service and was told that it would not be covered by my warranty At pickup-informed that I had to come out of pocket. I attempted to cancel the warranty and had to resubmit (the form, the photo) data. ***********, 1 of 3 Finance Managers was surprised to know that I had to pay out of pocket ($330) The warranty was postponed pending additional services of which I still had to come out of pocket ($1,0..)2. Service (Routine Maintenance) I took the FPace in for service 7/19/23, prior to an out of town meeting I was alerted of a coolant level low notice within 2 hours of my travel time (they were to top off all of my levels, tire rotations I called to alert them that the service ***** had not completed all of the services I was told they could not determine if they had not leveled the collant off or not, but would talk with the team to be certain of the service request completions 3. Warrantee (follow-up) I called the day before (7/18) pickup of the FPace's service, requesting an update on the warranty cancellation. Informed that they thought I had canceled the warranty cancellation. I requested to complete the form again when I came to pick up the FPace from service. ***** was gathering the papers until I came back from the service ***** I asked another gentleman and he brought the forms out for me to complete because I had been waiting over 30 min I completed the forms, took a photo of the odometer, and emailed and texted it to the guy that returned the forms to ************** confirmed he had gotten the email before he took them to ***** The Finance Director, ************************* said he would expedite the warranty cancellation because its been 3+months since i've been trying to cancel the warranty This complaint is sent because ****** has not returned my calls and ***** emailed (7/25) that he did not get the photo; extending the warranty cancellation

  Business Response

  Date: 08/07/2023

   

  Warranty has been cancelled and refunded.  Customer is completely satisfied at this time.

• Initial Complaint

  Date:07/12/2023

  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 an Audi Q5 from Apex Imports on 06-17-2021. I began smelling burnt oil coming from the engine. I called Apex Imports and reported the concern. *n 08-21-2021 I brought the vehicle in. I was reassured the vehicle was in good running condition after they did an oil change and replaced the * ring. *n 05-25-22 vehicle was brought in again regarding persistent burnt engine oil smell and driveway oil spots. Car had a valve cover replaced. Still having oil leaking and smell, car was brought in on 04/24/2023. After they took apart the car they realized they didnt't have a part they needed, and then realizing the part was not in stock they were unable to return the car, instead I had to rent a car for a month. All along I paid $2000 dollars for the extended warranty. Upon finding out the cost of the rental and Apex Imports not having any sort of car loaner program, I spoke with the general manager, who was "unable to do any more". The car was returned to me on 05/24/22. Hoping the issue was resolved, I went do my state inspection at another facility and they noticed "substantial" oil leaking from car. I needed to replace 2 quarts of oil in one week. I found ****************** who in a few days fixed my car and found an array of "negligence" from Apex Imports including but not limited to 4 bolts missing (documented in report) I did file for rental car reimbursement for a total allotted amount of $245. Including the $2000 for the extended warranty the total out of pocket (mostly unresolved for years) and including the final resent repair from ******************, all together is $4663.75. I am so very disappointed and irritated, Apex Imports should not be offering services on vehicles. Coincidentally I had just had my oil changed in May at Apex Imports, the "Service Due" light came on. I returned to the service **** only to overhear them looking for a UTube video on how to reset the indicator, I really have no confidence in any of their workmanship-no one should.

  Business Response

  Date: 07/19/2023

   

  Apex Imports does not owe ************ anything.  We have done all we can for her throughout her ownership.  She decided to take her vehicle to another establishment rather then bring it back to us for repair.  She never filed a complaint during her 2 years of ownership until the Extended Warranty expired which ultimately forced her to foot the bill.

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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.

  On Thursday, February 23rd, I purchased a *** ** **** from Apex Imports. My rep was ******** and Financing was ***** *****. During the process I was made aware that they put a ****** device on ALL their cars and was given a leaflet about the service which didn't have pricing. Overall I was pleased with the process and excited. My excitement turned to frustration less than 24 hrs later when I learned via an email from ****** thanking me for my order for which I wasn't made aware of had happened. I immediate called financing to inquire and learned the email was generated by ***** ****** and that my rep should have told me which he'd ONLY mentioned the device itself. All along telling me that he cannot tell me about the numbers. I was told that **** ****** would contact me and he hasn't. I called again Monday, February 27th and again he wasn't available. At this time I would like a FULL refund of this device subscription Plus 3 yrs Financing cost as it was rolled up into the amout of the car I'm financing. As outlined page 12 in Section I of the contract. I wasn't informed of each line item breakdown.

  Business Response

  Date: 03/09/2023

   

  Apex Imports will not be refunding the ****** fee for Ms. Wilson.  After further review of the documentation as well as the video recorded during the transaction, it is apparent that all the proper disclosures took place during her purchase.  She not only signed the ****** agreement after it was explained to her, but she also signed the Bill of Sale and the Contract which she went line by line to see all costs associated with her purchase.  It is Apex Imports position that there will not be a resolution in this particular case.  We pride ourselves on being completely transparent with all of our customers.

   

   

• Initial Complaint

  Date:12/09/2022

  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.

  Greetings,
  
  I am writing to advise my vehicle 2018 *** ** was recently towed due to breaking down on 12-5-22. I had the vehicle towed to Apex imports where I purchased the vehicle from due to having drown the vehicle for 4 months with less than 5,000 miles which is should still be covered under the power-train warranty. At present the vehicle will not start. They advise they would not be able to look at the vehicle until 12-20-22 which is almost close to 3 weeks to even have an idea what is wrong. I can understand having a back-log but this is extremely long to go without my car I have to get back/forth to worth and is using my wife care which is an inconvenience to her. I would appreciate if someone could take a look at this vehicle sooner as it has warranty remaining and I have no idea why it broke down at this point. If someone could at least give me an idea what is wrong that would be fine.

  Business Response

  Date: 12/12/2022

   

  Mr. *********'s vehicle has been pulled into the shop and the Service Manager has been in touch with the customer to inform him of status, as well as necessary repairs that will need to be done.

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I spoke with Brett on 12-12-22 and he advise there are no updates to the status or what is wrong with the vehicle at this time. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 12/14/2022

   

  Correct.  Your complaint was about the time it was taking to get your vehicle in the shop.  It has been brought into the shop and our Technician's are working on a diagnosis.  We will keep you updated.

• Initial Complaint

  Date:08/30/2022

  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.

  Purchased a 2018 ***** ***** on 07/09/2022. I have been contacting Apex’s finance and Titling Dept. for 2 months to get my vehicle registration. I keep getting the runaround. I have been as patient as possible but I have never had to deal with this sort of issue at a dealership. I did everything I was supposed to do on my end. I am beyond confused as to why it’s taken 2 months and counting to get my vehicle registration. When I call, I get told to text (suspicious enough..), then when I do finally get ahold of someone they tell me to call someone else and I never get anything productive out of the matter. This is beyond exhausting. I just want my vehicle registration so I can be at peace. They will never have to worry about me purchasing a vehicle from them ever again. Now the DMV in my home state of VA is contacting me about my plates/ vehicle insurance etc. and threatening to suspend my license because they (my license plates which I wanted transferred) are still registered to my old vehicle because I did a transfer of insurance to my new 2018 ***** ***** and my insurance company as expected cancelled my insurance on my old vehicle I traded in. But of course the DMV has no information about that because they haven’t sent my registration to DMV to show that I no longer have my old vehicle, but I kept the tags they said they would transfer for me from my old vehicle to my new vehicle. I just want all this to be resolved. I ABSOLUTELY CANNOT have my license suspended, I am a CDL driver and that’s how I make my living. This doesn’t make any sense, I don’t get what is the hold up. None of this is my fault I did everything I was supposed to do, this dealership is putting my livelihood at risk!! Someone needs to be held accountable I need solid answers not anymore runaround.

  Business Response

  Date: 08/30/2022

   

  We attempted to contact Ms. ******* on numerous occasions over the last few weeks in regards to her registration and additional information that the DMV requires with no response.  She has since spoken to our Titling Department and everything has been cleared up in order for her to receive the registration for her vehicle.  

  Customer Answer

  Date: 08/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Part of their statement is not true, they have not attempted to contact me in regards to my registration with the exception of maybe two or three phone calls which were IN RESPONSE to my phone calls. Had I not called them, I highly doubt they would’ve ever notified me on what was going on.  I have had to contact them numerous times over the past almost two months about the matter with nothing really tangible. I did call them again today (08/30/22) and was told my registration has been sent to the DMV here in VA. I do not consider this matter resolved until I have actually received my registration in my possession. I don’t like conflict, I don’t even like the fact that I’ve had to file this complaint, I just want to put this all behind and move on. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/16/2022

  Type:Customer Service 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 July 21, 2022, I brought my son to your dealership to purchase a car. He purchased the car and signed all of the paperwork; I paid the down payment with a credit card. He had insurance put on his car. Monday, August 8th, I received the tag to the car and tax tax bill--in my name. Somehow, the car has been registered to me. I have called the dealership on 4 occasions; I left two voicemails and messages with 2 employees. I have also emailed the company to no avail. I need this situation remedied--the car needs to be registered to my son who purchased the car, has the loan, and has the insurance on the car.

  Business Response

  Date: 08/23/2022

   

  Apex Imports is taking the necessary steps to correct the registration at this time.  If Mr. ******** would still like to cancel the Gap Insurance, he can do so by coming into the dealership and signing a cancellation form.

  Customer Answer

  Date: 08/23/2022

  
  
  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,
  
  
  
  ******* ********