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:11/19/2024

  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 September 23th I went to 5 stars auto sale to get a new vehicle I did a trade in we agree that the dealership will payoff the trade in which they have not did since then to now I keep on call and going in person but they still have not pay it, I told about how my credit is drop and reporting later payment when is not my fault I even talk to the loan holder and they told me Im still responsible for it even though I explained to I did a trade in, went I told the dealership the manage told me to keep on paying so theyll pay less but why should I when they already add the negative amount to my new loan.

• Initial Complaint

  Date:06/20/2023

  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.

  on 06/03/2023 i went to 5 star auto sales to buy a 2020 acura ilx with ****** miles . the car was listed for $23.565.00 . Ive put $17.000.00 down . Now i"ve realized that the amount financed is $17,147.66 . it says on the bill of sale that the cash price is $30,399.00 and the total sale is $43,146.80 . ive sent you the bill of sale

  Business Response

  Date: 06/21/2023

  Hello *******************, 

   

  it's a misfortune to hear that you are not completely satisfied with your purchase. however, the final price was disclosed and explained by our finance department and accepted by yourself as it shows it the documents provided to you that you uploaded on this platform. it was a very reasonable price considering the trim (extras) and the very low mileage if you have any further questions, please don't hesitate to contact us at ************. thanks 

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 

   How can i car that was listed for $22,698.00 be sold for $34,000.00 be reasonable  . I did sign a paper where i have agreed to pay close to $ ********* with all fees included , but off corse i don't have that paper

  
  

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

• Initial Complaint

  Date:11/27/2022

  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 bought a 2012 ***** Equinox from this business October 23, 2022. At the time they showed me the car it had ****** miles on it and the key was very much destroyed and not in full working condition, I did speak to the sales associate, *******, who told me not to worry that she would make sure this was replaced prior to the purchase of the car. The process of the purchase took 3 weeks and every time I was in the dealer I was told, by *******, they were in the process of getting the new key, I was also told this at the time of purchase, and she told me if she needed to delivery it to me herself, she would. I then reached back out to the sales associate, which was very difficult and a very unprofessional response was given on the rare occasion she did answer, who then told me there was nothing to be done, because the key worked, but it did not and I also needed to discuss the fact that there were multiple other issues with the car that were not mentioned or shown when I was shown the car. I then had to go through multiple people to finally speak to a manager, *****, who finally helped me resolve my key issue, but I did discuss the fact that the windows don't work and the steering wheel was very shaky, and worst of all in the 3 weeks it took me to purchase the car they had put over ***** miles on the vehicle. He continued to dodge my calls for 3 more weeks, until I asked to speak to the head manager, who did not give me his name. He told me to come in Sunday November 27, 2022, they would be opening the shop specifically to service my car and resolve the issues at hand. When I arrived to **************** it was closed and empty, I reached out to sales and got ***** again who told me he does not know who I spoke with but service is closed on Sundays and they can't help me today. I am very frustrated and would like this dealership to fix the issue at hand, so I am reaching out to you. Thank you.

  Business Response

  Date: 01/19/2023

  this client can only bring the car on sunday because of her busy schedule our service department is close on sundays but we was able to have a mechanic come in but the dates got mix up we ****** apologized about that ! please have her call the store ask for ****** our generl sales manager & reschedule for another  time thank you in advance 

   

  Customer Answer

  Date: 01/20/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  -Car (2019 Audi A5) offered for sale by Five Star Auto on TrueCar.com and price agreed to with offer from General Partner at business -Five Star requested a deposit to hold car which was immediately provided 10/25/22 -Comments made that some fees were missed in initial offer and that they weren't making money on car but willing to honor pricing offered -Car had a power steering issue and had to be sent to Audi to be fixed, car still under ***** warranty. -Five Star tried to double bill document fee, incl in original offer, agreed to remove -Requested updated bill of sale three times, wouldn't send, never received -Received a call from Five Star internet salesperson trying to sell me the same car we just purchased.-Car came back from Audi 11/5, power steering fixed but supposedly Five Star mechanic found a new electrical issue within hours of its return -Five Star said the fix was too expensive to make and that the warranty wouldn't cover because it was voided?? and that they were going to send the car back to auction.-I asked which Audi deal just fixed car, they wouldn't tell me. I asked if my German car mechanic friend that lives 10mins from their location could inspect the car, Five Star would not allow -Said I might be willing to buy the car as is, told that the car is no longer for sale and never responded to my offer -I asked them to put into writing what they told me about this car and that it was going back to auction, they were not willing to do -Seems obvious that they sold this car to someone that was willing to pay more.-I do have all details **************** documented from discussions with salesperson I am asking the BBB to have Five Star prove that this car went to the auction and respond to my request. It is obvious that this is a company that does not deserve a BBB A+ rating.

  Business Response

  Date: 01/19/2023

  this client stop payment on his credit card the next day after putting deposit we sent car to audi we was told due to accident the warranty was voided we told the client we cant sell him the car that we woud wholesale the car instead ! he got very upset asking proof of sale ! we do not have to show proof of sales to any client we refund his money not sure hat else hes looking for 

  Customer Answer

  Date: 01/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Five Star Auto is not being truthful with any of their responses.  The deposit was taken on the car on Oct 25 when we committed to the purchase.  The deposit was not refunded the next day, the deposit was kept until we asked the credit card company to deny this charge which was almost a month after.  We can prove this.  As for the car not being under warranty, again, nothing truthful. After we agreed to purchase the car, Five Star informed us that a steering issued surfaced.  They sent it to Audi because it was still under warranty and Audi fixed the problem.  As soon as the car got back to Five Star, they informed us that THEY, the Five Star mechanic, found a wiring issue, not Audi.  Then they said the wiring issue would not be covered by the warranty, not because of any accident, but because someone supposedly did something with the cars computer.  I asked which Audi dealer they sent it to, they would not provide.  I offered to have a friend of mine that lived in the area that has expertise fixing German cars to come take a look at the vehicle wiring, they wouldn't not **** to.  I also told them I would consider purchasing this vehicle as is and got no response.  Besides the fact that their internal internet people had called me a week after I placed down my deposit and tried to sell me the same car I had already purchased, I have no doubt they ended up getting a better price for the car from another buyer.  This is why I asked what car auction they were sending the car to, they wouldn't even provide.  I do have multiple texts and a few emails to prove the points I am sharing above.

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• Initial Complaint

  Date:10/14/2022

  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 vehicle in July 2022. The vehicle arrived at my home by illegal means, the driver of the vehicle stole money from me (***********************) and the company stole over 100$ from me. The check the bank made out was in error and I was promised a refund for the transaction and never received the refund payment for the error. The vehicle was not as described with a corroded sunroof, damaged drivers side door, locks that didnt match the vehicle and broken tail lights and four mismatched and bald tires. Upon illegal transportation of the vehicle, full of small children belonging to the driver ******, the driver went missing for an undocumented 5 hours. I was billed for a speeding ticket and toll booth violation on behalf of the company I had to fight through my local police department and the *** service as well and had to provide three witness statements of my location vs the photograph they had of the driver from 5 Star. I received no reimbursement for the vehicle being not as described nor for the check reimbursement for payment.

  Business Response

  Date: 10/28/2022

  To whom it may concern,

   

  My name is *************************, General Manager of 5 Star Auto Sales in *********** **.  I apologize on behalf of my employee and the way this was handled.  *********************** is no longer with the company.  I have issued a check back to the customer of $100.00 for refund of deposit.  The proof of payment is attached. Please contact me directly with any further issues or concerns. 

   

  Thank you,

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

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

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