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:08/09/2023

  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.

  On March 25th 2023, I purchased a 2007 ****** FJ Cruiser from The Car House, they offered me what's called the ************* Policy that would cover the cost of repair for any transmission related issues I may come across-policy# GSAN00187023 1 year/12K miles.A few weeks later, I had an issue with the vehicle a month after purchase , but when I tried to use the policy but was told it wasn't active due to lack of payment.i called car house, and told them the situation, i was told that they would handle it, they did not.on July 14, 2023 i get a cancellation letter from *************. i called, wrote emails to car house, nothing happened, i called the policy on 8/9/23, they told me it was cancelled to lack of payment.the issue becomes where did the money i gave them go? I exhausted all avenues to try to get an answer, when I called Car House, they claimed the payment was made under another dealership they own.I am at my **** end, I have all the emails I sent and the phone calls I made, I am looking for them to give me my money back.

• Initial Complaint

  Date:08/02/2023

  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.

  BUYER BEWARE!!! EXTRA FEES ADDED FOR NO REASON. Saw an ad for a car with the purchase price of $7995. Bought the car for cash and was charged an extra $995 for what the salesperson said was a fee that everyone pays when they buy a used vehicle and a $605 document fee for what the salesperson said was a fee to transfer the car out of their name and into mine. Plus charged money for taxes and registration. When the company couldnt register the car they refunded the tax and registration money and when I asked for the other fees to be refunded was told by the office person that the $605 document fee is the normal fee they charge everyone who buys a car and she had no clue about the $995. The salesperson just ended up adding the purchase price of the car and the $995 fee together and now has listed it as the new purchase price. So now I am out the $995 and have to pay extra tax for it as well. In the dealership I was shown on the computer the purchase price of the car was $7995 but on all the paperwork they sent home with me there is nowhere that shows the actual price of $7995. They have it all switched to the $7995 mixed with the $995 random fee that the office worker knows nothing about and they have just placed everywhere that the purchase price is $8990. I feel like the salesperson has stolen $995 from me. I would like that random fee refunded.

  Business Response

  Date: 08/03/2023

  Pricing is always discussed up front with our clients, and they know every charge that they are paying for in the total of what the final closing price is.  You had the opportunity to review the pricing and decide wether you were willing to pay it or not, at any moment during the process of purchasing the vehicle you could of walked away and not purchased it.  Unfortunately we are not willing to offer you any sort of refund in this case.

• Initial Complaint

  Date:07/05/2023

  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.

  A trade was done, and financing was put in my name when I was never at that dealership. I never signed bank documents. I do not want the car. Dealership is refusing to recognize they made a very large error allowing someone else to purchase a vehicle in my name without my permission.

  Business Response

  Date: 07/28/2023

  To our understanding everything was signed by you electronically, this might be why you feel you didn't sign any documents.  It is a way to process documentation for a car deal, which you and your boyfriend executed for your purchase.  As far as the car, we do not offer any return policy for transactions done with us.

  Customer Answer

  Date: 07/28/2023

  
  Complaint: 20276869
  
  I am rejecting this response because:
  
  Documents have my forged signature, written, not electronic! You cant electronically sign car loans, how ridiculous. I was NEVER at this dealership and never approved this loan. This place has nothing but terrible reviews. They are scammers and banks should not continue to do business with them.
  
  Regards,
  
  *****************************

  Business Response

  Date: 07/29/2023

  Contracts can absolutely be signed electronically same as the application you put through.  At this point there is nothing further that we can do.

• Initial Complaint

  Date:02/10/2023

  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.

  November 2022 daughter financed a 2013 Dodge Durango RT. It is now February and still do not have valid plates or registration ( 2nd set of temp tags expired). Dealer has been contacted MULTIPLE times over the last 4 months, and everytime its the same story " we will call you back" Have not recied a call back. Was told by their title **** that they do not have the title(so technically they dont own the vehicle and legally can't sell it) . We spent a couple of grand on repairs and can't drive the car. They either need to get the plates or refund her money plus the cost of repairs.

  Business Response

  Date: 07/26/2023

  We had some delays in getting your motor vehicle work done and we apologize for the time it took to get them done.  We would like to offer you a free detail for your inconvenience.  Please let us know when you would like to come in.

• Initial Complaint

  Date:12/14/2022

  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.

  I bought a 2016 Range Rover vehicle September 24th on 2022 from the car house I put down $3090 they charged me $29200 for this vehicle and the blue book value of the vehicle from ***** blue book is ***** and I was tovercharged for the vehicle also the vehicle had many issues 2 days after I bought the vehicle On the way back from medical appointments the veh steering veered off to left and almost caused a accident and the engine overheating light came and low coolant sensor.This veh was towed 4 times to there shop for repair in a 1 in a half months period for the same overheating problem. I would get a call from the shop saying the issue was repaired. SO I would pick it up and either a day later the Engine overheat light would come on and the vehicle would overheat again and I'd be pulled over on the side of the road calling for a tow truck again Now this vehicle no longer will operate it has overheated for the last time and the head is blown And maybe a lot more damage to the engine not known yet. every time I brought this vehicle back to their shop they told me it was good After they said it was good This vehicle now sits in my driveway unoperable as 13 of dec Told to my home for the last time I will not deal with this anymore I want something done to this car dealership I am a retired disabled veteran I don't deserve this treatment of my rights

  Business Response

  Date: 12/15/2022

  Hello,

  Sorry for your misfortune with this vehicle; tho every time we fixed the car it was done right, at the end of the day these cars are vessels regardless of year make and model, that have people in them , we don't take that lightly at The Car House.

  Now, in this particular scenario , this is a Range Rover, a sensitive vehicle that should be operated on by experienced mechanics! An overheat situation doesn't happen days or weeks after the car leaves the shop! You were not overcharged for the vehicle at the time of purchase, in addition, we invested a lot of labor time, and parts and material that you were not charged for to accommodate you; and yet we offered to buy it back for its fair market value.. mentioning ***** Blue Book, that is only a guide line , not the standard to vehicles' values. Yet I am reaching out extending a helping hand one more time! 

  Please reach out to me so we can see how can we resolve that matter in a manner that will satisfy all parties!

  The Car House.

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

• Initial Complaint

  Date:12/13/2022

  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.

  The car house refuses to refund me my down payment on car that they purchased back from the bank without my knowledge. They sold me a car, collected my down payment bought back the car from the bank, took the car back and refused to refund the money back, police were called and the only solution is to file a claim on small claims court.

  Business Response

  Date: 12/15/2022

  Hello,

  There must be a misunderstanding here! We do not hold or keep people's money especially that a bank is involved ; the number that you provided as well is missing a digit' please contact me so we can discuss further and come to a solution for that matter. 

  Looking forward to hearing from you!

  The Car House

  ***************************.

• Initial Complaint

  Date:12/05/2022

  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 car in September from this dealership, a few days later the exhaust fell apart, and the brakes went, they charged me 200 dollars to replace the brakes, car was in their shop for a week, I kept telling them that something else was wrong, they kept telling me nothing was wrong, today I found out they sold me a car with a blown head gasket, they are not willing to refund or make good on the repair, this place needs to be shut down

  Business Response

  Date: 12/06/2022

  We here at The Car House take customer concerns with thier purchase very seriously.  We're sorry to hear you are having trouble with the car you purchased, please feel free to contact me directly to see if we can help you in any way. We can be reached at ************.

  Customer Answer

  Date: 12/06/2022

  
  Complaint: 18528251
  
  I am rejecting this response because:you know how to get in touch with us, no one answers the phone and when they do we are told we we will get a call back, you sold us a car late September with bad brakes, exhaust and now a head gasket and water pump that is bad, your mechanic knew this car had issues and allowed a 21 year old college student to drive off with it, so know this kid has a loan on a car that is basically totaled, dont know how you sleep at night 
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/09/2022

  We have made multiple attempts to contact *******************, with no luck of reaching her. We have offered to fix the car at no cost to here taking into consideration that she left with a fully operable car! Yet we want to keep a happy customer.

  We are asking her to call us.. ask for me by name , and I on behalf of the car house am willing to extend every helping hand, within reason..

  L

  Awaiting Response

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

  V.P The Car House.

  Customer Answer

  Date: 12/13/2022

  
  Complaint: 18528251
  
  I am rejecting this response because:
  That is a lie, we have spoke, you never offered to fix the car, and per the mechanic that has the car was bad when we purchased it, how can you make up lies, I thought you were the only trust worthy person at that place, I guess I was wrong 
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:11/01/2022

  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.

  On September 15 2022 I drove 2 hours to get a 2008 ***** Tahoe Im financing the vehicle before leaving the dealership I point out a few thing wrong with the vehicle for it not to pass inspection dealership told me they would order the 2 sensors a oil pressure sensor & a spend wheel sensor and have me come back to get it fixed it is now November 1st 2022 and now I have 3 bad wheel spend sensors and still have the bad oil pressure sensor and the dealership still has yet to order my parts I offered to get them all fixed myself long as I would be reimbursed but I was denied by the dealership now Im being told it was sold as is and if I wouldve known that I wouldve never gotten the truck I had to replace the radiator 3 weeks after having it and this is a lot of front end work needed to be done far as for the steering now Im stuck in a 25k loan with a truck that needs a lot of work that I cant afford to fix rite now and it still wont pass inspection until I get these sensors done that the dealership was supposed to fix

  Business Response

  Date: 07/31/2023

  ***************** we would like to speak to you about your experience please give me a call at ************.

• Initial Complaint

  Date:09/28/2022

  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.

  So transaction took place on Saturday, September 24 202 when I purchased a ********* 335I 2014 the car had a check-in engine light on the date of purchase which I was told would be fixed by Monday, September 26, and would be ready to pick up. Monday comes around and the car is now still not fixed because of " parts that they were waiting for pick up." They then told me that the car will be pushed back to Tuesday because the installation will take time. I called back Tuesday and all day I was told that I would get the car today from 9 am. At about 6 pm after calling them since 2 I get connected to one of the representatives that tells me that they are still working on the car that will now take "Days to Fix". They ********* of the issues and are now trying to fix another one that is taking more time. I explained to them that I do not have time to sit around and wait for a car that I was told I would receive on Monday And that at this point I would like a refund on my down payment of ***** dollars given to them Saturday. The was being financed so the loan was not finalized yet nor it did go through. However, on the phone, I was told" We do not do refunds all sales are final". This is a car that I have never driven off the lot once and has been getting "fixed" since the purchase date of purchase but somehow I cannot get my down payment back for a " Finalized " sale. These people are not honest in their work and should not be allowed to continue open operations.

  Business Response

  Date: 07/31/2023

  ****************** we are terribly sorry for the time it took to fix your car, but the amount of time it took was something that we couldn't see until we started to fix the car.  We understand your time is valuable and made every effort to finish your car as quickly as possible for you.  For your troubles I would like to extend you a full detail to your car at your convenience.

  Customer Answer

  Date: 08/03/2023

  
  Complaint: 18140709
  
  I am rejecting this response because:
  
  This matter was solved in the court among both parties attorneys.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:09/15/2022

  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.

  My husband found a car online, went to the dealer to test drive it. Then went back the dealer the next day to work out a deal and purchase the car CASH. The salesman **** helped him with the purchase and told him that he would receive the title for the car with in 10 days. Was given a temporary plate for 30 days. One month past and now going on 2 months with no title for my car. Unable to register it or drive it ever since the plate expired. Called the dealer mulitple times and no return PHONE calls have been made. Spoke to the manager ******* last month the day before the temp tag expired and was advised he would look into this and give me a call back still no call back and no title for my car. Was also advised from them them that they were unable to issue me another tag that I can still drive the car. If i was to get pulled over and get a ticket that i can submit the ticket to the dealer and they would pay for it. With no return phone calls, what makes you think I would drive the car with a temp tag expired. To be honest the way its going now i would probally be waiting a lifetime for them to pay my ticket. Not to mention the person from the dealer also advised me that he has been waiting for over 6 months for his title for his car that he purchased after the fact the car was already purchased. Living in PA with no stickers and inspection they would most likely have my car towed. Very disapointed in the service with this dealer. Never thought i would expect this the way they made it seem. They were so quick to make the sale and take my money but yet i still cant even drive my car. Still waiting for more answers and a call back from my intial call to *******. Mind you we are not talking about a cheap car here we are talking about a $35k-40k car. This is just rediculous, i have asked for the owners information as well and they will not able disclose that information. Also have left several messages with the title clerk as well but no return phone call either.

  Business Response

  Date: 07/26/2023

  We apologize about the length of time it took to process your motor vehicle paperwork.  We would like to extend to you an offer to detail your car for your inconvenience.