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:12/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/6/24. I purchased a 2014 *****. The key was tapped up. After driving the car home, I had problems with the key ( alarm sounding, doors not locking/unlocking). I a as was fearful of driving it. On 11/16/24, I paid ($223) for a locksmith to come to my home to make a key. On 11/17/24 as I was leaving my neighborhood, the overheating light came home. I returned home immediately. On 11/17/24, I notified AutoMall and was told that they would tow the car from my house to the dealership on 11/20/24 but not later than 11/21/24 for diagnostic testing. No one came. On 11/23/24 I went to the dealership and got no help from management. I was reminded that I declined the $360 monthly warranty plan offered to me.After spending approximately $12,000 in cash on this car that Ive only driven twice, and feel taken advantage of. I am elderly and disabled. I have weekly out of town medical appointments that I have to make other arrangements for.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a brand new ********** Outlander in Jan of 2023 for $38,000. In the last 12 months I have had issues with the brakes, collision sensors malfunctioning and the radio/head unit malfunctioning while driving. I have ***orted this issues to the business multiple times and theyve fixed the brake issues 3 times now but they still keep happening, they havent addressed the sensor issues and just keep saying they cant do anything about the radio/head unit right now. I have gotten corporate and their district *** involved and still nothing has been done. They offered a rental so they can thoroughly assess my car but then dont have a rental available to fit my family of 6 after I drove up to get one on Thursday (8/8/24) and was told by the service person that since the *** wasnt there she couldnt do that. This is after the *** had instructed them to have something to meet my needs available even though he was unable to be there when I dropped my vehicle off.

• Initial Complaint

  Date:01/23/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  False advertising - business sent a flyer in the mail with a game piece which said I won **** dollars. Upon visiting the business I was instead provided with a lottery ticket.

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction: 10/30/2023 Business committed to: Sell me a used 2021 ******* Ioniq. I expected the dealership to sell cars that were safe and ready for resale. When given an option to drive away with a busted windshield to reduce price and help me stay on time, I inquired about the replacement cost. *********** went to the service **** and provided an estimated $249-$299. This seemed to make sense, so I bought the car. Within 3 hours of leaving, my new car started pinging at me. It kept flashing and pinging every ***** seconds with auto hold and EPB lights illuminated on the dash. This was upsetting and concerning. I texted *********** who said it was likely an indicator malfunction and told me to schedule service with my local dealership. Just try not to park on a steep incline. I asked if it was a safety issue. He said no. 6 weeks later, my local service center saw my car. Two weeks in service later, it turned out to be a rear caliper replacement and a safety issue.The day after purchase, I called my local glass replacement office. They said the windshield would run $650-$700 because of calibration for the lane departure system. I was not provided an accurate estimate by the dealership at the time I purchased.I reached out to management, and ended up speaking with ********************* on 11/3/2023 after calling 4 times. I explained I was upset with my experience. He said he would look into it and see what he could do on the windshield. Despite promises, he never called back that day. 11/29/2023 I completed a satisfaction survey from the dealership and received a phone call from ********************* the same day. Again, he said he would try to help me out with the windshield replacement situation. He promised to call back an hour later, but did not. I attempted to reach him on: -11/11/2023, 11/15/2023, 11/21/2023, 11/22/2023, 11/27/2023, 11/29/2023 (4), 12/5/2023 (2), 12/12/2023, 12/14/2023, 12/15/2023 I would like my windshield replaced.

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My 2015 Kia ****** lx has been there since 04/30/23 I called and spoke with ***** his number *************) Ext 204. We discussed the length of the vehicles repair and was told it would be longest 2 weeks I had the vehicle towed and after discussing with a team member (who accepted my repair ticket) said it was only a starter and could be repaired in 2 days, I then received a call days later that it was not a starter and it was my engine that needed replaced, the engine was under warranty so it was covered for replacement, I then asked for an update on the length of time it would take and the team member said 1 month, I waited and called they then said 3 weeks, I waited again they said 2 weeks, I waited again and called repeatedly for a week on an update to no response and when I finally did receive a response they said verbatim you will have your vehicle with certainty guaranteed in 2 weeks) I waited till three business days before and called asking for an update of confirmation and they told me they couldnt find my car or ticket and that they were sure it was there but the ticket handler was on lunch and couldnt be reached, they then had the manager reach out to me and finally put me in a rental after the fact Ive already had to pay for one because they couldnt get me in one sooner, now Im at the point I cant get confirmation of when my vehicle will be done with its repairs as well as how long it has had to sit there and rust out. They told me they can get 1 to 2 engines replaced daily and when I went I was number 25 in line now I cant get any update on that either. I have monthly payments on this car and have been paying for this car since theyve had it, Ive had to go and pay enterprise for a rental since they couldnt provide me with one, and when I could no longer afford enterprise I paid for a car from family in weekly payments, now they are asking almost 800 for the starter which wasnt the problem and other shops say its not that much to replace.

• Initial Complaint

  Date:06/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Do not recommend this dealer ship.A warranty was purchased. After an accident I needed the warranty cancelled. I went into the dealership on 5/4/2023 to cancel the warranty I was given the incorrect form therefore the warranty was never cancelled. On 5/16 I was able to get in contact with the warranty company and cancel it myself.The finance manager then called me telling me I needed to come cancel the warranty. He cut me off three times before I was able to get a word in that the warranty was already cancelled. Then he says oh you're right we already received these funds.I then call to follow up and speak with *****. How just passes the buck and gives me all the reasons why no one at the dealership can take accountability.Then hangs up This entire company is not professional

• Initial Complaint

  Date:03/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 sent this complaint a while back. I am very concerned because that 2017 Dodge Journey I purchased in September of 2022, the issue with it has not been resolved. The sensor, the bumper, the brakes, make me think that this vehicle had problems before I purchased it. I just had the oil changed and the young man reminded me again about that sensor, I don't have $867.00 to get that sensor replaced and I don't think it is fair to me that I ride around with the engine light on, and it has been on since September 2022. Yes, I did call the young lady the very first time it happened. Yes, I did send a message informing them about the brakes and the bumper. It has been 6 months since I have had this car and that light has been on the whole time. How can I recommend or send a protentional buyer to that establishment if I am having these issues.

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 electric ***** November 2021 and from the first day the vehicle had issues with software. They had to keep it for 3 days to do repairs. Then after I obtained my vehicle ot was giving me system messages saying my acceleration was faulty and that I needed to get the vehicle serviced right away. I took the car to the dealership service **** and they told me they would take care of it. When I picked up my vehicle nothing had been done to it and they said it was fine to drive and just needed an system update. I took the vehicle back and then months later, about June or July 2022 I got an email saying there was a recall on my ****** I took it back to the dealership and they said they would order parts and call me when they were ready. Nobody ever called me to tell me they were here. It turns out that the parts were ordered, then the order was cancelled, and they just never got back to me. I tried calling this dealership numerous time over several months trying to get updates on when I could get my car fixed. *****, who is the ***** services staff, would never return messages or give me any updates meanwhile I am driving a potentially dangerous vehicle because I have no other option. Finally after I spoke with other service staff about my concerns they ordered the parts and told me it would take 1 hour to fix It took 8 hours. Now I have a tire pressure alert system error and a strange sound coming from my vehicle and I had an appointment yesterday to have that looked at. I told ************ needed it by 3pm to pick up my kids, he didn't call or give me any type of update until after 3pm and then he kept my vehicle overnight without asking. It is now the next day and he still has my car and will not answer my calls. They sold me a lemon and won't even bother to fix the issues in a timely manner or just ignore me.

• Initial Complaint

  Date:10/28/2022

  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 a new Volvo xc60 suv from the aforementioned dealer in September 2022. While in the sales and purchasing portion of the deal. Salesman who was showing the car and explaining all features and details indicated the said vehicle had features such as adaptive cruise control and showed the buttons for this feature (yet didn't demonstrate them). Next was the parking sensors front and rear that would need to be updated software to work properly (vehicle doesn't have this feature either). Birds Eye view and 360 camera feature (vehicle doesn't have this feature either but was advised by salesman it in fact did). After just under a month of having the vehicle the center screen, dash screen and ****** stopped working. We took to service shop and told them about all features not working and were told to bring it on Saturday 22 October 2022. We did and were then told even though the vehicle has the buttons for said features it in fact is not equipped with any of those described as having by the salesman. We proceeded to speak with David sales manager and Jimmie a Volvo sales man assigned to us who showed us a vehicle in which had these features. Said they would try and work out something and tried to make additional money from us and not help us get the features we requested in the first place. I'm only asking to get sticker price we paid for the vehicle plus current incentives and rebates to make the deal on a vehicle or that has the features we asked for. We were told we could only receive invoice for the vehicle we bought even though we paid sticker and the incentives and rebates would go to the dealer and we would be forced to take a $6,700 additional negative equity to get the vehicle with the features we were told it currently had.

  Business Response

  Date: 01/08/2023

  Business Response /* (1000, 9, 2022/11/14) */
  When the customer came in to purchase his new XC60, the customer picked out the one that they liked. Once a vehicle is selected, we go over pricing on our vehicle plus the value of their trade in. We came to an agreement on price and payments options, the customer agreed to purchase our XC60. Upon finishing up with our finance department, a detailed window sticker is provided to every customer as well as detailed delivery of the automobile to highlight the features and functions. After 30 days they came back wanting to change features on the vehicle they purchased. We are willing to offer a trade of their vehicle for one equipped with their desired features. We are willing to give him window sticker for his trade, selling him our vehicle at window sticker minus loyalty and any factory incentive. When presented with this option, the customer stated he didn't want his monthly payment to increase what the vehicle with the options chosen would cost. We are still willing to work with them to get the car they want, as long as they are willing to take the payment that corresponds with that vehicle.
  
  
  Consumer Response /* (3000, 11, 2022/11/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to dealer: Features were not gone over nor was any electronics set up ie.. telephone/Bluetooth, features were not covered other than salesman whom we are told is no longer employed with dealer claimed the vehicle had. In my opinion this was a misrepresentation of features of the vehicle from the beginning of the buying process. While window sticker was provided we questioned the salesman who told us the features were on the vehicle. When we took the vehicle back they DID NOT give window sticker price for our vehicle that was less than 30 days old at the time. The loyalty and rebates were absorbed in the trade in vehicle which resulted in much less than window sticker price being given for our trade. The few options when built on the vehicle didn't equal almost $7,000 dollar difference in our trade and the new vehicle selected. In addition the vehicle we selected for replacement is advertised online on their website for several thousand less than what was on the buyers agreement. Bait and switch is a common tactic with dealers and I understand they "hide" their loyalty and incentives in these prices. The fact remains your sales staff at the time described in detail features that the vehicle didn't in fact have and since their was no test drive opportunity on date of purchase these features couldn't be verified as having or functioning. The salesman went as far as telling us the features would only be active after purchase and set up and had to be at traveling speed in order to work. Either way no test drive was ever conducted on the first purchase.