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:03/06/2024

  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.

  hello!I bought a car in Novemeber of 2023, a 2018 **** Focus SE, Which I purchased from Square One Auto in ******. Now it needs a new transmission less than 4 months after I bought it. I called the dealership and they told me it was my fault for not checking everything. I was wondering if anyone could help me in this situation. I feel as thought I was misguided and lied to inorder to buy this car, that the dealership knew is was faulty. Help,***********************

  Business Response

  Date: 03/21/2024

  Hello ****************,

  We're sorry to hear about your experience at our dealership. We did review your case as well as its details. We found that according to ******, your vehicle passed state inspection on Feb 20, 2024 which proves that it was in working condition and was approved by the state DMV well after your purchase. Any problems that occurred after purchasing would have to be handled via warranty program, however you did not opt for our warranty package, so that would mean you would have to find an external warranty that would be able to cover the cost of ************. Thank you for reaching out to us.

   

  Customer Answer

  Date: 03/21/2024

  
  Complaint: 21395315
  
  I am rejecting this response because:
  The car is very obviously a lemon needing a transmission change at ****** miles is unacceptable. The history of this vehicle was not disclosed to me, and I felt pressured and harassed by your members of staff after repeatedly rejecting the vehicle and asking for its past history. The problems Ive been having with this car under 1000 miles of having it have been substancial. Not to mention any attempt to contact the dealership has only been met with malice.
  
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/21/2024

  Type:Order 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 a car on June 8, 2023, and was provided a contract on 6/8/2023. Within a week, the car was making noise, and I attempted to get repairs done but was told no one was available. On July 17, 2023, I went to the dealer, and their mechanic indicated that there was nothing he could find wrong with the car, and I asked for my money back. I was denied, then I asked that they take their car back, and they wouldn't. I asked to see the contract to show them the window in which I could return. They told me they couldn't find the original contract and showed me a contract that had a higher monthly payment and my signature forged. I have repaired the transmission while trying to find a way to get out of this fraudulent purchase.

  Business Response

  Date: 03/05/2024

  Hello ******************,
  Were sorry to hear that you had a negative experience and we do sympathize with your situation. According to the warranty company, you exhausted the limits of liability of your warranty with the sizable repair. Please reach out to us using the information below, so that we can work with you to help find a solution. 

  Thank you,
  *******************************
  ************
  

  
  

• Initial Complaint

  Date:02/07/2024

  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 car from Square One Auto, ****** **.,12/28/2023! The car was listed at $26k but end up being 36k once arrived! I was also told that I could take the car to any Jaguar dealership! The car began to make noise from the right rear tire along with rusting. I paid my 1st payment & the sound got worse, I took the car to Range Rover/********************** I was told the ************ like is because of the *************** are bad & that it is metal on metal there are know brake pads & the car needs a oil change! I called Square One Auto for them to pay for it. They 1st gave me the runaround than said get an estimate from Jaguar & the owner will decide on whether or not he will pay for it or not! I have had this car for a little over a month! The Jaguar dealership said that Square One should not have sold me the car in that condition, there was know maintenance done to the car! Looks like they detailed it & just put up for sale, is what the Jaguar dealership said. Now I have a vehicle Im paying for monthly but can not drive because there is know brakes specifically on the rear passenger tire if it was my fault I would pay the $1400 Jaguar rates me for! But this is on Square One Auto as Jaguar said! Even with the estimate from Jaguar Square One is refusing to pay the Jaguar dealership to fix it.

  Business Response

  Date: 03/01/2024

  Hello **************,
  We understand this is a frustrating situation, and would like to help you. We suggest you to not bring your car to Jaguar, and instead reach out to us so that we can help you with your vehicle. Please call ************ or email the contact below so we can set up a plan of action for you. 

  Email: *******************************

  
  Thank you.

  Customer Answer

  Date: 03/01/2024

  
  Complaint: 21260286
  
  I am rejecting this response because:
  
  I purchased the vehicle 12/29/2023! Within the 2nd week of January the passenger rear tire began to make noise! I took the car ********************** & was told that I have know back brakes & that its metal to metal! Because I had the car for less than a month Jaguar the dealership said Square One is responsible for this!
  
  Regards,
  
  *************************

  Business Response

  Date: 03/05/2024

  
  Hello **************,
  We understand the frustration and we sympathize with your situation. Brakes and rotors are wearable items that often arent covered. However, we do want to help with your situation and are willing to send a check of $350 to cover part of the cost. Please us know where to send the check to, whether that be you or the service center.
  Thank you,
  ************
  
  

  Customer Answer

  Date: 03/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory I will cut my loses though I havent even driven the car know more than about 250 miles!!! The address is ****************************************************** 19126!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/01/2024

  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.

  I brought this car in July of 2023 and was told that nothing was wrong with it and it was in perfect condition . The car facts was clear and the car drove ok for a used car. The first red flag was they ran my credit without me knowing , multiple times . The second red flag was the pushy behavior from the sales man and the slight shaking when i drove for longer than 30 minutes . Ultimately, 6 months later i get the news from my mechanic that not only was the transition no good but the engine was in very bad shape and had to be for at least a couple years !!! The business has no integrity or ethic. They will sell you a lemon and only offer you a tow to a shop as compensation . i now have a ***** dollar liability on my hands and was offered no good resolution to the problem , not to mention the whole staff changed in the last 6 months !!!! PLEASE STAY CLEAR OF THIS SHADY BUSINESS !! do not fall for the nice cars parked out front and the promises made by staff.

  Business Response

  Date: 02/15/2024

  Hello ****************,
  Were sorry to hear that you had a negative experience. While we do sympathize with your situation, as you had stated in your complaint, the car was in good and working condition at the time of your purchase. Any problem that surfaced awhile after purchasing is recommended to be handled through our warranty package, and would have been a viable solution for your matter. This is especially offered for vehicles that already have a mileage of over *******, which was the case for your vehicle. However you did not choose to add the warranty that was offered, and since we cannot add the warranty after purchase, we would recommend you find another external warranty provider to help with your situation. 
  
  Thank you, 
  ***********************
  **************
  
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  The business should be called Scam one auto, just read the online reviews. So many people have had a similar experience. I bought a 2018 q5 from Square one it was advertised online as ******. When I got to the dealership, the salesman said yes if you finance the car it will be ******, even had me sign a paper stating that I understood the car would priced at ******. So far so good, but now after putting insurance on the car and getting that part ready he takes me to see the FINANCE DEPARTMENT!! and here's where the scam takes place. The finance *************** has you sign a bunch of documents on an ipad knowing that you think the price of the car before taxes is ****** but on the Motor Vehicle retail order is the price ******. unfortunately by the time i realized why the final price of the car is so much higher than what I expected its too late documents are signed. When I asked him to correct the matter the next business day he said he could not and basically stated the internet price ****** is just a way to get people in the door. I was sick after this experience. This all took place 1/27/2024

  Business Response

  Date: 02/10/2024

  Hello ************,

  On behalf of or brand specialists here at Square One Auto, I sincerely apologize that you had an unpleasant experience. Thank you for taking the time to provide us with this feedback.  We do welcome the opportunity to discuss your financing, as we aim to be transparent. Feel free to come in at any time or contact me at *******************************.
  
  Thank you,

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

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

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

• Initial Complaint

  Date:01/03/2024

  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.

  I reached out to square one auto about a car and spoke with a sales representative named ****** I told her how much I had to put down on the car and she said to just fill out the application in which I did. Once viewed my credit profile at 640 she said I couldnt afford the car. It cost ***** and I bring home 40k a year so how cant I afford the car? She doesnt know how much I can afford! Then she said my credit was to extend! After having me submit the finance application. Trickery, deceptive and discriminatory at its finest!

  Business Response

  Date: 02/07/2024

  It pains us to hear your feedback regarding your experience at our dealership. I can assure you that our team goes to great lengths so that they can make the best, most informed decision. I did speak to your salesperson, and the majority of the reason why our lenders denied your application is because you dont have a long enough credit history, which would explain why financing would not have been an option.

  If you would like, you can call us at ************ and we would welcome the opportunity to speak with you in more detail about your visit.

• Initial Complaint

  Date:12/31/2023

  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.

  12/26/2023 I went in to Squareone Auto with my son to look at a vehicle I saw on carfax, ***** Accord 2021; which was listed for $****** on both the business's website and on CarFax. We drove from ******** to ** just to see this car. We told the sales person that we didn't want them to run the credit until we knew the final price. At no point was a different price discussed other than what the vehicle was listed for on the website ($******) which reflected the same price listed in CarFax. We proceeded to fill out paperwork to see what the finance option would yield. We met the finance person who told us that he would just do a soft pull on our credit . When we met with the finance person who told us that the price of the vehicle was $29k When we questioned the discrepancy in prices, he stated that the listed price of $****** was not the actual price and that their was an assumed deposit expected from the customer that was in addition to that listed price. In addition to the expected sales tax and DMV fees and Docs Fees, he also mentioned an additional $3,995 prep fee which would have brought this vehicles total to approximately $29,000. Yes they give us a discount from 29k to 24k We decided not to buy. I checked my credit and my sons credit as well and found out that there were 3 hard inquiries reflecting on our credit reports after we were told that only a soft pull was going to be made. This is Another major concern was that at the time that the credit inquiries were done, we had not been made aware of any differences in pricing and were not able to make an informed, final decision to determine whether it was worth the risk of having our credit scores be affected by these inquiries. We are asking that Squareone Auto take responsibility for their false advertisement and unethical practices and remove these inquiries from our credit reports. We also paid *********** to drive to ** thinking that we can buy a car that they listed ******. We would have never driven over four hours all the way to ********** if the actual price of $29,000 or 24k after discounts was correctly advertised for this vehicle. Consequently, we are asking for a refund in damages of $200 to be compensated for the gas and tolls.

  Business Response

  Date: 01/12/2024

  Hello ***********************,
  We appreciate your taking the time to let us know about your experience at our business. There is nothing we can do at this time regarding the 3 hard pulls to your credit, which is required for financing on any price. However, we do recognize your efforts to visit our business and we are willing to cover the expenses of your travels. Please let us know if a $200 check for your travels and efforts would be satisfactory to you. If yes, please email me at: ****************** with your name and an address that you would like the check to be sent to.  From there on, I will make sure you are contacted with any tracking info and further information.

  Thank you!

  Customer Answer

  Date: 01/31/2024

  Thank you for responding to this message. I accept your response. 

  
  

  
  
  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.
  
  Regards,
  
  Ysica **********

• Initial Complaint

  Date:10/26/2023

  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.

  I purchased a ******** C300 on 11/21 from this dealership and have had nothing but major issues since the purchase. Transmission, engine, **** repairs totaling over 20k, on a car not worth the amount spent. The invalid car warranty sold by the fraudulent dealer, denied each and every warranty claim. This company is a scam and they are in partnership with Veritas Global another fraudulent company. I would like them to refund me my money completely as the next case is a direct lawsuit for damages.

  Business Response

  Date: 11/17/2023

  It pains us to hear your feedback regarding your experience with *******. Square One Auto does not have any say or decision in the actions of Veritas, being that they are a separate company from us. Any payment for the repairs for your vehicle would have to be reimbursed and paid by *******, so we recommend you contact them directly in order to reach a solution to your satisfaction.

  
  You can reach out to this contact information below regarding any warranty and repair issues. 

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

  
  Thank you.
  

  
  

• Initial Complaint

  Date:04/07/2023

  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 March 11. 2023 I purchased a 2010 Infinity SUV FX35 with ****** miles I have a 30-day warranty on the vehicle. On 3/23/2023 I had a problem with the transmission and on 3/25/2023 I was able to drive the car the to the dealership and explain to them what was going on with the car. *** who is the owner of the dealership told me to go the mechanic who then checked the vehicle called *** on the phone to tell him that the transmission needed to be replaced along with transmission pan was rusted. I went back to the dealership to find out what was *** going to do, and he (***) had an employee take it to a person name ***** who said it was nothing wrong with the transmission it just needed an update on the transmission. So, I asked him to replace the pan and he told me to call him on that Monday 3/27/2023. I've called *** five times and each time I was told he was on the phone or in a meeting and I left my number each time for a call back and as of today which is 4/7/2023 I have not heard from him. *** is trying to push it to the thirty days is up so he won't be responsible to fix the problem. I also asked him to give me my car back that I traded in and my five hundred I gave them, and he said no he would have to sell me my car back which is insane. I want *** to fix the car the correct way or give me my car back along with my five hundred cash. Thank you *******************************

• Initial Complaint

  Date:02/11/2023

  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 1/12/23 I purchased a vehicle at this location. On 1/13/23 the vehicle began shaking and the steering wheel began swerving to the left. According to the conditional agreement I had one business day to report any issues which I did . I called the dealership immediately and they told me to bring the vehicle to the dealership on 1/16/23. Since 1/16/23 the vehicle has been at the dealership, reportedly being fixed. I have not been provided a loaner car and the loan is due on the vehicle today 2/11/23. Resolution: the dealer to pay the month of Jan-Feb) installment that is due ($1201.95). And if the vehicle is not ready within the next few days I will need a loaner until the vehicle is ready.

  Business Response

  Date: 02/22/2023

  We were recently notified of a complaint regarding your recent visit. We apologize for any misunderstanding and inconvenience caused by this. We would like to look further into the situation as soon as possible, so please contact me at the stated email below:

  
  

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