Complaints

This profile includes complaints for M&F Auto Sales, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  M&F Auto Sales, Inc.

  2922 Coors Blvd NW Albuquerque, NM 87120-1222

  
• 

  M&F Auto Sales, Inc.

  901 36th Pl SE Rio Rancho, NM 87124-4815

  
• 

  M&F Auto Sales, Inc.

  6012 Academy Rd NE Albuquerque, NM 87109-3306

  

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:04/14/2025

  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.

  Date of purchase 10-17-2024
  Total price 35,403.40
  Dodge Durango rt 2018
  I purchased this vehicle from mnf at time of purchase i was told all fluids had been changed I was driving out to Colorado on a vacation that I finally saved money and PTO from work planned a vacation to Colorado hot springs two hours into the drive my check engine came on and my truck got stuck in sixth gear I then turned around and drove to ***** * ****** to check my code which they then notified me the code was p0729 which is for a failed transmission I have owned this vehicle for less than 7 months I reached out to mnf but I get put on hold or sent to a voicemail which I did leave requesting a call back all I am asking is for my vehicle professionally repaired nothing more I have an estimate of the repair if needed will attach service records since I purchased and estimates from repairs due to transmission failure.

  Business Response

  Date: 04/15/2025

  We apologize for the inconvenience, but all of our vehicles are serviced before sale and oil changes on all cars.  The fluids are checked if needed they will be changed or serviced.  We also offer warranties on all cars and Mr. ************ declined a warranty.  Due to the 6811 miles this vehicle has been driven and 6 months worth of time we are not responsible for the transmission needing replacement, but our Service Dept can install a used transmission with a 1 year warranty for $3950.00.  

  Customer Answer

  Date: 04/16/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: I have yet to see any proof on the transmission oil change as you mentioned In Your message all fluids are changed and serviced I would like proof of these said services please. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ***** ************
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/23/2025

  Attached are all the service repair orders of what was performed while the vehicle was in our possession. There was no transmission concern when the vehicle was here therefor the transmission was not serviced. We take precautions and offer warranties to prevent any financial restraint to the consumer. The extended warranty was offered and declined by the customer. Our offer still stands to replace the transmission with a used transmission with a 1-year warranty for 3950.00.  

  Customer Answer

  Date: 04/24/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  So this is false information on your behalf I was told all fluids were changed as well as making a request to have it changed when you guys did have it for the warranty as well as my radiator fluid change. 

  You stated on your message before that you service AND CHANGE ALL FLUIDS ON ALL VEHICLES vehicles now their was no concern (the concern is it's sopossed to be changed every 100k miles your vehicle had 127k   to change the transmission fluid I HAD REQUESTED THE TRANSMISSION FLUID TO BE CHANGED WHEN IT WAS ON WARRANTY and I was told it was done as well as the radiator change 
  
  
  
  Regards,
  
  
  
  ***** ************
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:04/02/2025

  Type:Product 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.

  didn't not receive a deposit refund, its have been over 5 days, i believe by law they have to refund the deposit within 72 hours. they try to scam me.

  Business Response

  Date: 04/03/2025

  I'm sorry for any confusion, but the deposit on this vehicle was made on March 28th friday afternoon, once it is dropped into the safe, the office is the only one with access but the office is closed on the weekends.  When the money was retrieved on monday it was receipted and the customer was refunded on Wednesday April 2nd once we learned the customer no longer was interested in the vehicle.

   

   

  Customer Answer

  Date: 04/09/2025

  [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 satisfactory to me.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:03/14/2025

  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 bought a car from m&f auto sales 16 days ago. I informed the manager ****** that I had a repo a few months prior and wanted to see if I would qualify for a car with a higher down payment. He ran my credit and informed me I was approved by the bank with a 40% down payment. The price of the was a little less than 15k and I put down exactly $8,350. Four days after getting my keys he began to harass me everyday for new paperwork that was needed and says the bank denied me even after giving all paperwork that was asked of me and a hefty down payment. A lot of information was omitted and seems as if that was the plan all along. As well as them running hard inquiries on my credit everyday since getting the keys. It has now dropped my credit score 83 points.

  Business Response

  Date: 04/08/2025

  We spoke with Ms. ******* and she returned the vehicle and we returned her down payment.  She said she was going to call to take this review down.

   

   

  Customer Answer

  Date: 04/08/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  My credit score was heavily affected. My score dropped over 83 points and that means everything to me. If there’s a way to fix my credit we could discuss something but I need others to be aware of the things this auto sales place does. 
  
  
  
  Regards,
  
  
  
  ***** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 04/15/2025

  We apologize but there is nothing we can do to fix the score.  We needed documents for the bank to approve and the documents she provided were delinquent.  The bank then turned down the loan. 

   

   

  Customer Answer

  Date: 04/16/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  My credit score was dropped over 83 points due to the negligence of this company. The keys were given to me on 2/26/25. My credit was checked multiple times on March 12 2025 . After having the car for 2 weeks they were still running my credit and I didn’t authorize that. You guys should have known a bank wasn’t chosen when the keys were given to me. I’ve also attached some proof. 
  
  
  
  
  
  Regards,
  
  
  
  ***** *******
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:02/06/2025

  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.

  I purchased a 2017 Chevy Tahoe Lt from this company back in 2023 and within 30 days of having the vehicle I had to take it back so they can service it because my engine light went on. They then referred me to take it the Chevy GMC dealership which I then did. They kept my vehicle for about two weeks and didn't look into it until the last day and found many problems. Within 30 days of having this vehicle and we already have this many problems with it? I don't think so. I contacted the dealership back and all they wanted me to do was to get into another loan with them, they were no help at all. and now even today the truck has not been working. I have replaced numerous things on this vehicle and it is still not driveable.

  Business Response

  Date: 02/10/2025

  Customer purchased vehicle on August 24, 2023 and has since cancelled the service warranty on February 2024.  He is always welcome to bring the vehicle in for service but since he cancelled the warranty it will be out of pocket cost.  When customer did bring in vehicle in November of 2023 he had already driven the car 3,160 miles.  We had not seen this car or heard from the customer since November of 2023.  If he would like to schedule a service appointment the number is ************.  

• Initial Complaint

  Date:03/26/2024

  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.

  Purchased a car around August and was told as part of the deal that they were going to tint my windows and detail the car as it had a few stains and dog hair. I've called multiple times spoke with the manager and still nothing has been done. Before I purchased the vehicle I told them that I wanted the windows tinted and car detailed if I was going to purchase it. To which they agreed. The manager has called me a a couple of times to see if the window tinting service has called me for an appointment which they haven't but every time he checks he says ok and they will give me a call back they still havent and it's been a few months. if I knew it was going to take this long to get my windows tinted and car detailed I wouldn't have purchased the car from this dealership.

  Business Response

  Date: 03/28/2024

  The owner of M&F Auto has contacted ********* to make arrangements to get her windows tinted and her vehicle cleaned to fulfill our original agreement.  We are sorry for the inconvenience and the ball getting dropped, not our intention at all.  We will make this right.

   

• Initial Complaint

  Date:12/01/2023

  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.

  I made a purchase of a 2020 BMW 330i with M&F Back on September 11, 2023.
  
  I traded in a 2019 Genesis in great condition and I got this vehicle that has been nothing but issues. On top of all the issues I had issues when starting the paperwork, everything was mixed up, my income wasn’t correct on the application. Which at that point I had a sour taste in my mouth and asked to terminate the contract completely and wasn’t given a definite answer to whether this would be possible or not but I was strayed away from my decision.
  
  On the way home on September 11th. I felt a stutter at high speeds immediately called the salesman that sold me the vehicle and to my surprise after just purchasing the vehicle was told I need to schedule for service. Four days after purchasing the vehicle it is in the shop. Every week after that to this point, the vehicle has been in the shop. Which it is scheduled again on Wednesday 11/28 to be taken back into the shop for a check engine light. I am going on my second payment, and I believe you guys have had the vehicle more than I have.
  
  After all the headache was taken care of with paper work, here comes the issues with the shop. I understand most places are short staffed but the communication has not been there when I asked multiple times to keep me updated, I was the one having to follow up to see what was going on. at one point I had to check the tracker on my phone to see where the vehicle was at. Turns out the vehicle was at BMW. So I had to give them a call to get an update on my car. To this day after 4 services I have never received one invoice stating what was done to my vehicle. Except for from BMW when I called them.
  
  At this point being that the vehicle will be in the shop next week (11/28) for the fifth time. I am extremely unhappy with this vehicle. I would like to discuss a return of this vehicle and my 2019 Genesis G70 be returned back to me. On 11/22 this email was sent to the General Manager ***** ******* and still hasn't been replied to and I have not received a phone call. This is extremely unprofessional. I have done a lot of online transactions where it’s been out of state, and I’ve never stepped foot in the dealership. I’ve had vehicles shipped to me with less issues than this, I can honestly say this by far is one of the worst transactions I’ve ever had.

  Business Response

  Date: 12/05/2023

  3 of us got on a conference call yesterday with ******* and ******. *****, Operations Manager, ****, owner, and ***** General Sales Manager. 

  After hearing their frustrations, we immediately apologized and together came up with a resolution. 

  We did point out to ******* and ****** that our service department has covered$3,400 in total repairs.
  We understand that it's frustrating to bring back the BMW several times and we extended our understanding and our apologies.

  We did offer ******* and ****** 2 options. They did go with option 1. 

  1. To give us their patience and allow us time to figure out why the check engine light keeps coming on. 
  That the next time it comes on, to bring it to us as soon as possible so we can diagnose it with a more sophisticated device. 

  2. They have the option to trade in the BMW for a different vehicle since it is financed by a 3rd party bank. 

  Thank you for allowing us the chance to improve your experience with our dealership. 

• Initial Complaint

  Date:09/28/2023

  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.

  I had purchased a vehicle from this place in September of last year. I drove the vehicle for a month and a half and the vehicles engine broke down. The warranty was already up so when I took it they wanted me to pay 7000 for a new engine on top of the 3000 I put down to buy the vehicle and they didn't want to help trade it for a reliable working one. They said 7000 for new engine or 7000 for new trade in. I believe this is unfair and ridiculous I just put 3000 of my life Savings for a car I knew it was used but I put my trust in them to give me a reliable vehicle and they didn't. The vehicle broke down a month later and I was stuck making payments on a broken down car.

  Business Response

  Date: 10/09/2023

  Hi,

  ***** *****, our operations Manager reached out to ***** ***** on Friday Sept 29th, apologized to him for his frustrations and gave him a chance to tell her about his experience as to why he is upset. 
  That the vehicle he purchased from us needed a new engine after our 30-day warranty had expired. She told him she would check with our service dept to see how we can help him and get back to him on Monday. 
  She called him Monday and said he was busy, and we will call back around 4:30. He did not call. She tried calling him and he did not answer. 

  He is still welcome to call her. She came up with a few options for him. ************. Thank you. 

• Initial Complaint

  Date:09/08/2023

  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.

  We bought a vehicle on a Friday, by Monday the mirrors and windows would not work. We called all that week, did not hear back. Finally drove over to get someone to see our vehicle, as they claim it is covered under their "Warranty". They said we had to call for service. We called later, set up appt(3 weeks later) to be seen at 9am(the earliest appt). Staff strolled in after 9, no one from service until 9:45. They had vehicle for 2 days, no communication about what was happening. We called Coors location, no one could find our vehicle, they transferred us to Academy location, no one knew anything about it. We drove over there, spoke with a "manager" and he promised that they would have an answer by end of day. We waited in lobby for the answer. When they determined they would need to order a part they said they would call when the part was in to make appt. Again, more than 2 weeks pass and no call. We drive over again, they said oh it's here, let's make appt. Again, we re-arrange schedules and transportation (they do not help with a loaner) and we take it to them. They have the truck over a day, no call. We call them and they said the part was wrong one and they have to re-order. Now it's been 2 weeks and we still have windows and mirrors that don't work. Called back today, they said there is no part and no tracking so they will have to look into it and call us back. We drove over there, they gave more excuses that the dealership they ordered from could not overnight, so they changed to a different place and it "should be in today". All of this, we have had to call each time, get no help and then proceed to drive to their location.
  
  Also today, we took the vehicle for an oil change and the mechanic did a full inspection. The oil filter was so dirty, there is no way that it was changed when we purchased the truck 2 months ago. Makes me wonder what else they lie about. Absolutely terrible customer service, no communication, poor vehicle inspection, etc.

  Business Response

  Date: 09/15/2023

  Before we saw this report, I met with ***** and ********. After hearing about their experience, we apologized and have been quickly working on rectifying the situation. 
  We have issued a check for $190, reimbursing them for the oil change they had paid for at another service center. We are currently servicing the transfer case and the rear differential fluid at our expense. To make it up to ***** and ********, we are also treating them to dinner at **** ** **** on Thursday Sept 21, 2023 at 6:00PM. 
  We are using this experience with our entire team to learn and improve our customer service. We truly are sorry, and we hope to get their forgiveness at the end of this. 

  Customer Answer

  Date: 09/18/2023

  [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 satisfactory to me.
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/17/2023

  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.

  Hello I’m currently getting my vehicle serviced at M&M auto sales on ******* it’s been in the shop for about 2 1/2 months I was never contacted by the customer service to get a loaner vehicle and I was never told that I was able to get a loaner vehicle since I found out I have been calling every single day to try to get a loaner vehicle I’ve been without a vehicle for over 2 1/2 months and I am I would really like a resolution to this problem at the vehicle supposed to be in the warranty I got a Frito out to the the dealership and I don’t believe that I should have to pay for any of the services that I received from them just because the amount of time it took and that the vehicle is under warranty I would like a loaner vehicle from them if possible because I still don’t have a vehicle to this day and I am currently making my car payment on time and I’m not now I am miss a payment or anything at all I would please like to be contacted by anybody regarding this issue if you could as soon as possible I appreciate your help thank you

  Business Response

  Date: 07/03/2023

  Our Operations Manger reached out to ******* several times. ******* is very difficult to get a hold of. 
  His girlfriend answered the phone and said the number he provided us was her phone number and they are now broken up. 
  Our operations managers then emailed him. He wrote back that he is in the process of getting a new phone and would call her the next day. 
  He never did. 
  Our Operations manager emailed him again and addressed his 2 concerns over email. 
  1. Repair taking too long. This repair has been a challenge for our mechanics. ******* brought the car to us with the ignition disassembled with wires hanging out the steering column. We had to go through a long process to figure out how to fix it. 
  A key programmer had to come out to make new key, we had to order a new ignition switch and now we are figuring out the next step. It's been difficult to repair a vehicle that has been tampered with to this extent. 
  We are working on it every day. 

  2. ******* was disappointed that he was not provided with a courtesy vehicle.This is what I explained to him in the email I sent him:
  this email  was on June 21st and we have not had a response from him. 

  We are so sorry that you were disappointed that we were not
  able to provide you with a loaner. I am very sorry about this.
  We have on our dealership home page of our website that we only provide loaners to
  vehicles purchased with in the last 30 days.
  Please visit www. mandfauto .com scroll down and you’ll see it half way. It’s not possible for us to have a
  loaner vehicles for every customer that leaves their vehicle with us.
  We are sorry about this. This helps us keep our rates low for our customers. 
  Customers are responsible for their own transportation. 

• Initial Complaint

  Date:04/11/2023

  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.

  On 1/6/23 I went to M&F auto, my BMW 328D check engine light was on. They stated the DPF filter was plugged. At $144.39 I had them do a forced regeneration cycle. 2/27/23 the check engine light reappeared; same issue had reoccurred. This time they told me that the said filter would have to be removed and sent out to a sub company. The case would have to be opened; filter removed to be thoroughly cleaned & re-welded for $1016.68. I gave consent. On 3/21/23, the check engine light came on for the same DPF filter issue, this time they stated that the DPF filter pressure sensor would have to be replaced for approximately $200, they said the sensor was probably the culprit all along but never gave code until the third visit, I had enough! So I questioned the technician’s certification and found out it was only in European vehicles not specific to BMW. I was tired of this process of elimination at my expense. I took my vehicle to another shop for a second opinion and there they found what seemed to be no evidence of the filter removed at all upon looking down in the engine compartment. So, I made an appointment to have them do a more in-depth inspection. Come to find out the DEF fluid line was loose and leaking outside the filter rather than inside for the regeneration cycle, Also, the DPF pressure sensor hose had been shortened and not secured. I called *******, the shop manager at M&F auto, to report their findings, I asked him if they were going to do the right thing? He mentioned to me that they were trying to do me a favor, and probably not because we did not give them a chance to correct their mistake. In fact, I gave them three chances to get it right. I lost faith. He told me they did not see fluid leaking this last visit. I cannot say what they saw or did not see, all I know is the issue at hand. I sent pictures to ******* to see for himself, he confirmed leak. All this back pressure is terribly bad on the turbo and probably shortens its life expectancy.

  Business Response

  Date: 04/15/2023

  We contacted Mr. ***** and apologized to him. He had taken his vehicle to another service center outside our dealership to have the DEF fluid leak repaired.
  We offered to reimburse Mr. ***** for the $470.13 to cover the expense of having the leak repaired, and he accepted. 
  

  Customer Answer

  Date: 04/17/2023

  [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 satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** *****