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:07/28/2025

  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 my Mini ****** ********** from Carmazone in January 2025. Part of the closing sale included 3 complimentary oil changes to be provided for my vehicle at their Salisbury location. I went for my first ***************** Change April 18. Just a day or so later I find that my car is steadily leaking oil. Due to living an hour away from Carmazone, and honestly having doubts of returning to that location based upon the results of this free oil change I elected to take my car to Flow Mini of *************. They quickly determined that the drain plug was leaking and it appeared the Crush washer was not replaced and therefore oil leaked out and spread around onto the subframe under the car. I was provided a video report from their inspection of the issue, and paid $138.02 for a proper oil change to be completed. After this, my husband and I were promptly in communication with Carmazone, who stated that we could absolutely be reimbursed for this and to send them the invoice. I have left messages and emails with the manager who I was told is the only person who may issue a reimbursement. On July 2 I finally saw a simple email from this manager asking for someone to send the invoice from the paid oil change. Both myself and another Carmazone service employee responded and resent the $138.02 invoice. I followed up week after week asking for an update on this issue. No responses and no communication whatsoever. When I have politely asked if there is any other person that I may be connected to at Carmazone to help me with this, I was told that only this specific manager is able to approve and process reimbursements. This is horrendous and disappointing service and had I known I was going to receive a botched oil change I would have never scheduled it to begin with. Now it is July *************************************** my issue. I am more than happy to provide the Service Manager information if requested and if it may help to bring resolution to this issue.

  

  Business Response

  Date: 07/29/2025

  Thank you for your patience, and we apologize for the delay in getting this resolved. Were reimbursing you the full $138.02 as requested. We appreciate you bringing this to our attention and apologize again for the inconvenience. If theres anything else we can do, please dont hesitate to reach out.

  Customer Answer

  Date: 07/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/30/2025

  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.

  Bought a 2017 f150 from them 4 years ago. The mileage at purchase was 77k.I had the warranty package for 3 years or *****milesThe transmission went out at 103k.they replaced it with a said reman transmission with a 3yr ***** miles warrantythe transmission goes out again at 117kI dropped it back off 2 weeks ago and at first they said the technician would check it and reach bk to ***** one ever called, I had to call them. Then then said we gotta contact the warranty people they used for the transmissionthen I was told the transmission was can route to the shopthe last four days my calls have went unansweredI finally gotta answer today they put me hold to never coming bk to the phone..::I kept calling bk then they started answering then hanging upthis goes on for a hour because I kept calling asking to speak to the manager.when they finally answered I was told theyre waiting in the warranty company to see if theyre gonna cover the expensesit dont take 2 weeks to diagnose a bad transmission and receive and put in a new onethen they will not give me a lender vehicle for compensation

  

  Business Response

  Date: 06/09/2025

  We are in contact with Mr. ******** We are working with the warranty company on his part and will reach out with an update as soon as we have one. We appreciate Mr. ********* patience as we work to resolve this issue. 

• Initial Complaint

  Date:03/08/2025

  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.

  In September 2024, I bought a vehicle with 29k miles in good faith based on the dealerships hyped up claims of being reputable and caring for their customers. I test drove the vehicle and did my part from credit worthiness to having a trade and some money down. From the first month till now it's been nothing but problems with this car. The lack of care and empathy is defeating for one thing and they almost seem bothered to honor their 12 mo 12k mile warranty. Plus somehow my car advertised for ***** or somewhere around there with a $2k trade and $600 cash resulted in a $17k loan. I realize I bought a 5 year warranty but that still seems high. Furthermore the transmission needs to be fixed or rebuilt due to an issue. I want the reliable vehicle I paid for.

  

  Business Response

  Date: 03/28/2025

  *****, thank you for your feedback. Were genuinely sorry to hear that your experience hasnt met your expectations, and we understand how frustrating vehicle issues can be, especially so soon after purchase.
  
  After you brought your concerns to our attention, we made it a priority to schedule a follow-up with our Service Manager, ****** ******, so we could properly evaluate the issue. During your visit, you and ****** completed a thorough test drive, and we were unable to reproduce the transmission concern you described. At that time, the vehicle appeared to be operating as it should, and to our understanding, you left satisfied with the resolution.
  
  If you continue to experience issues with your vehicle, please dont hesitate to reach back out. Were committed to honoring the 12-month/12,000-mile powertrain warranty that came with your purchase and want to ensure you feel confident and supported moving forward.
  
  Thank you again for your business.

• Initial Complaint

  Date:12/18/2024

  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 have had multiple issues with the vehicle I purchased from Carmazone. When I went to buy my car, I was unable to drive it off the lot because they discovered it was missing the catalytic converter. I wasn't informed about this until the salesperson, **** *., handed me random keys for another vehicle and mentioned that they typically didn't provide rental cars. After finally getting my car, I had to return it within three days due to overheating and other issues. Although they addressed the problems, this was just the beginning of my troubles. When I expressed my desire to return the car, I was told it wasn't possible since they had already received payment. I also questioned if they put the car through the check point system why I have had to bring my car back multiple times for problems? **** informed me even a certain luxury vehicle line has mechanics and it's a risk with used vehicles. Another issue I had was the lack of communication and dishonesty with Carmazone. I had multiple issues with my monitor in my car. I had to leave my car with them a couple of times. On one of these times Carmazone had to send my car off and I was lied to by ***** that my car was fixed and ready. Once I got to the facility to pick up car it was still broken, and I was not informed they were unable to fix it. One of the other mechanics in the office called the other facility they sent my car off to and he put the phone speaker he told ***** was informed they were unable to fix my car before I came. She lied about my car being ready. In less than four months, I had to bring the car back again for engine problems and was shocked to learn they wanted to charge me over $1,000 for repairs. After internal discussions, they performed a quick fix but again refused to provide a rental car while my vehicle was in their shop. A couple of months later, the engine light came on again, and they quoted me over $500 for repairs that were out of my control and due to them selling defective vehicles.

  

  Business Response

  Date: 01/06/2025

  We have repaired and returned Mrs. ****** vehicle to at no cost to her. To our knowledge, this issue is resolved and she is satisfied with our resolution. 

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:04/03/2024

  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.

  2020 **** EcoSport was purchased December 15, 2023. One month later the starter needed to be replaced. The right signal light blinks fast and then slows down. When I took it back to the dealership they replaced the bulb and it stopped for a day and has continued since. March 22nd I took the car to the dealership for the first oil change since I purchased the car. March 25th the engine started knocking and I was told the engine needed to be replaced. April 2nd I picked up the car and April 3rd the battery light came on and now that needs to be replaced.

  

  Business Response

  Date: 04/24/2024

  To our knowledge, we have resolved ********************* concern. We reached out to the customer this morning to verify that her vehicle is in proper working order and that there are no other issues to report.

• Initial Complaint

  Date:03/20/2024

  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.

  My wife and went into this dealership and thought we had purchased a truck but for some reason the deal fell through and the truck got returned. The salesman, ********************* had told me that if I referred people to him and they bought vehicles, he would give me a Bird Dog fee of $200 per sold vehicle. Well I sent my employer, whom paid cash for the vehicle he bought and is awaiting another vehicle purchased through ****************. Now to the grimy part. A few days after my deal fell through, ********************* contacted me via phone. He reiterated that he had a Bird Dog check and proceeded to verify my address. I verified all of my info and then, **************** asked me for a favor. He said my wife had done BBB complaint of her own and it shined a bad light on him. He asked me to ask my wife to take it down. I spoke with my wife and she refused. **************** still has not sent anything to me for my referral obviously because my wife didnt delete her complaint. Im taken aback because CARmazone and its employees are able to continue to treat people this way! They lie constantly and consistently! And God forbib if a person has an unfavorable opinion of what they presume as ill treatment! Not only that, what kind of professional ethics says to call anyone who didnt file a complaint to ask someone else to resend what they feel? I want **************** to honor his word and do the right thing rather he agrees or not. If not, I will accept CARmazone firing him for doing such an atrocious act. There is no sanctity in what used to be a noble profession yet these are the type of people CARMAZONE hires and represents their brand. Its sad and pathetic!

  

  Business Response

  Date: 03/21/2024

  ******************,
  
  Thank you for bringing your concerns to our attention. At CARmazone, we are committed to transparency, honesty, and customer satisfaction, and we take any deviation from these values very seriously. We understand the situation has caused you frustration and disappointment, and for that, we sincerely apologize.
  
  Regarding the referral program and the Bird Dog fee mentioned in your complaint, we would like to clarify our process. It is CARmazones policy to honor our word and commitments to our customers. The referral fee, as promised by our salesman, *************************, is indeed a practice we uphold with integrity. We understand the importance of acknowledging the efforts of those who refer new clients to us.
  
  We have reviewed the transaction dated March 12, 2024, involving your employers vehicle purchase. According to our policies, referral fees are issued after the deal is fully finalized, which includes the completion of all necessary documentation and any applicable waiting periods. Typically, this process can take between 5 to 10 business days to ensure all aspects of the transaction are settled properly.
  
  We are pleased to inform you that the transaction you referenced has been finalized, and as such, your referral fee is ready to be issued. We value your contribution to our business and would like to arrange a convenient time for you to collect your check.
  
  Additionally, we want to address the concerns you raised regarding the request to retract a BBB complaint. It is never our intention to influence the genuine feedback of our customers, and we regret any discomfort or misunderstanding this request may have caused. Our aim is to resolve concerns directly and respectfully, ensuring all parties feel heard and satisfied with the outcome.
  
  We truly value your feedback and the opportunity it presents for us to improve. We invite you to reach out to our Director of ********************* *****, at your earliest convenience to discuss a suitable time for you to collect your referral fee. ***** is available at ************ or can be reached directly at the dealership. 
  
  Warm regards,
  
  The Carmazone Management Team

• Initial Complaint

  Date:03/02/2023

  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.

  On 03/02/2023 at 10:30am, I took my **** *** ******** to the service bay at Carmazone for a service alert I was getting on my dash display "Check left brake light."
  
  Had to sign paperwork consenting to a diagnostic of the issue even though I suspected it to be moisture in the wiring harness where the brake light bulb was, and after paying $100 for the diagnostic because the issue was not covered by warranty, the brake light bulb cost $5 and wasn't changed and I never said for them not to change it. The service technician even passed the light as working and my "Check left brake light" indicator is still coming on. After checking the brake light, the same issue is persisting. Nothing was resolved and I paid $100 and drove almost 40 miles for nothing.
  
  Any further information needed, can be provided.

  

  Business Response

  Date: 03/03/2023

  We have contacted Mr. ******, and agreed to refund him his $100 diagnostic fee.