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:03/08/2025

  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.

  They refused to honor my $15,005 Trade In Valuation, refused to honor the VIP Voucher reserved for me, refused to allow me to test drive/see the 2020 Dodge Ram Laramie which ******* and myself had already completed the online credit application for and was making me pay $15,000 cash down on a vehicle that was not a truck nor was it a newer vehicle than what I was currently driving.
  Email I sent after dealing with ****** ****** - General Manager

  Business Response

  Date: 03/28/2025

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

  Complainant: ***** *******

  Our sales staff at Tate Branch Autoplex regrets that *** ******* was not able to purchase a vehicle from our dealership.  Unfortunately, at times, both parties cannot agree on the terms of the deal, company policy, acceptable forms of payment, and, credit approval guidelines.

  Our staff made the best decision possible based on the information provided at the time.

  We certainly explore all areas of opportunity with each customer to ensure that we find a way to complete the sale and that is beneficial for both sides.

   

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

  Tate Branch Autoplex

  Carlsbad, NM

• Initial Complaint

  Date:05/17/2024

  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.

  TOOK OUR VEHICLE IN ON A WARRANTY SERVICE ON 2/5/24, WE CALL FREQUENTLY TO GET THE SAME RUN AROUND ANSWERS WITH NO RESULTS. THEY HAVE BROUGHT IN GM ENGINEERS ALLEGEDLY WITH THE SAME RESULTS, WHICH INCLUDE SAYING IT IS STILL MAKING SAME NOISE AND ARE "STUMPED". AT ONE TIME THE SAID THEY FIXED THE POPPING SOUND HOWEVER CREATED A VIBRATION AND SAID THAT WE COULD TAKE IT IF WE WANTED TOO. I REPLIED WHY WOULD I TAKE 1 ISSUE FOR ANOTHER THAT THEY COULD KEEP IT UNTIL IT WAS REPAIRED. HAVE HAD TO GO TO THE SERVICE DEPT MANAGER TO GET ANYONE TO CALL BACK WITH ANY UPDATES AND STILL HAVE TO CALL OURSELVES TO GET ANY UPDATES. WE ARE NOW GOING TO GO TO THE STORE MANAGER. WE WERE FINALLY AFTER 3 MONTHS GIVEN A LOANER VEHCLE THAT AFTER HAVING A WEEK POPPED UP WARNINGS ABOUT AIR BAG NEEDING SERVICED AND AUTO START STOP NOT WORKING PROPERLY, TOOK IT IN WHEN THEY SAID TO HAD TO WAIT 2 HOURS FOR THEM TO GIVE THE CAR BACK SAYING THEY COULDN'T FIND THE ISSUE TO GO AHEAD AND DRIVE IT.

  Business Response

  Date: 05/30/2024

  Knowing that *** ******** vehicle had been here for some time, we had his vehicle moved in front of longer waiting customers and some non-operable vehicles.  Our technicians were finally able to re-create his concerns between 17-19 mph.

  Our shop foreman reached out the manufacturer's tech assistance for direction.  We have performed several tests and replaced suggested parts per their recommendations, non of which corrected the problem.  

  During a conversation with *** ****** on May 29,2024, he was advised that tech assistance has no further information or possible causes in their library of documented cases.  The shop foreman and our service director together, have come up with further testing, and will continue to work together until the source of the vehicle noise is determined.

  *** ****** states that he does not want his vehicle returned to him until the source of the problem is found and repaired/corrected.  Therefore, we will continue to provide *** ****** with regular status updates on his vehicle, as well as provide him with alternate transportation until the matter is resolved.

  Sincerely,

• Initial Complaint

  Date:10/14/2022

  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.

  My husband and I purchased a 2016 Cadillac Escalade for our family from this place in April of 2022. We noticed right away that the touch screen/radio and DVD players did not work and would not turn on at al. They told us they would be able to fix it and it would only take a week. They let us keep our old vehicle until the Cadillac was done. The process of “fixing” it took nearly 6 weeks to finish. The salesman dropped our vehicle off and we were testing everything out with him in front of us. They were able to fix a fuse that turned the screen ON. The actual touch screen was malfunctioning as soon as we tested it out in front of the salesman. Glitching and when we try to touch the settings it doesn’t respond. Not only that, the back DVD player still didn’t turn on at all. We purchased this vehicle for its entertainment system as we have 3 young children. We called and they said to bring it in. We brought it in and the mechanic said he would order parts and get it fixed. He NEVER got back to us. My husband called again and he had him bring it in again and multiple
  times after that… they have completely dropped contact with us. We signed a contract at during the selling process stating they would fix it all. They will not return phone calls or get back to us. This is very frustrating because we paid a lot of money for a “luxury” vehicle and we can’t even change the settings. It glitches constantly and will change our language settings to different languages. Since I am unable to sync the front and rear air, It will randomly switch the rear air control to HEAT. It’s the summer time, I have three toddlers and I have to stop on the side of the road and make sure it didn’t switch their setting to heat which is so terrible having the heat switch on and getting them out of their car seats and they are sweating profusely. We paid the full asking price for this vehicle and we just want it to work for our family and want them to stick to their end of the deal.

  Business Response

  Date: 11/22/2022

  Good Afternoon,

  
  

  I received this complaint this morning. I am the new General manager at Tate Branch Autoplex in Carlsbad, NM. We have made many changes and this was the first time I had heard of this. I spoke with **** ****** today and had her come into the dealership. All the outlying issues have been resolved between the parties and she left pleased with our customer service. If you have any questions please call or email me back. Thank you. 

   
  

  Jacob S******

  General Manager

  Tate Branch Autoplex