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:05/01/2025

  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.

  On 4-8-25, I went to auto trac and did an application for a car, I was told I had to put down $250 that was refundable. On 4-9-25 They called and said it was approved, and I had to bring more money down, I said I would but after looking into more car dealers I decided not to go with them. I called and asked for my money back and was told that were not going to give it to me because I was approved and accepted. They told me they will keep my money for 12 months so I can come back, or they keep it. I will like my money back because it clearly stated refundable and i should be able to get it back.

  

  Business Response

  Date: 05/02/2025

  To Whom it May Concern, 

  Ms. ***** did leave a deposit on a 2016 *** *******. Subsequently, we were able to obtain financing on the 2016 *** for Ms. *****, as requested and to her desired terms. The vehicle was held in our inventory for Ms. *****  for several days. Per the Hold agreement Ms. ***** signed, there is no refund to be had at this point. However, as Ms ***** acknowledges, we would be more than happy to apply the deposit to a future vehicle purchase. 

• Initial Complaint

  Date:08/27/2024

  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 purchased a vehicle from On trac auto group on Sept 15 2023, immediately within one mile of leaving the dealer, the check engine light came on. I phoned ontrac immediately. I was told I had to take it to another garage which that being a Friday, I had to wait until Monday. I took my car in on Tuesday and had to turn around a week later to bring back in my car for the other O2 sensor. The check engine light came back on and then had to bring it to the dealer. I had no car for quite a while about a month that repair was the camshaft. 3 weeks later the check engine light came on. Then I lost power to the rear running lights. No interior lights to bring it back to ****** garage and told its the control panel but thats electrical and not serviced under my extended warranty. Thats not including the reason for the check engine light. The dealership is charging me 160 to diagnose that and my inspection is due in September. Ive tried several times to reach out to Ontrac with no luck and the salesman no longer works there. I need directions or action to be taken against Ontrac.

  

  Business Response

  Date: 10/11/2024

  Response taken by phone:   All previous issues were resolved at our expense.  This is an electronic issue and is totally unrelated to previous repairs.  She has an extended warranty and should see if the current issue is covered under the extended warranty.

  Customer Answer

  Date: 10/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good afternoon. Both 02 sensors and the camshaft were covered under warranty. The expense ultimately came out of my pocket.I was without a vehicle for a total of 2 months and had to **** each day. I’m paying on a vehicle I can’t drive. The check engine light had been on since my purchase of the vehicle. I can’t get it inspected because of the check engine light. I called on trac numbers of times and wasnt given any phone calls in return. The costs of the now repairs are close to 5 grand. I just want my deposit back and be released from this loan. 
  
  Regards,
  
  **** *******

• Initial Complaint

  Date:04/10/2023

  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.

  I purchased a 2011 ********* ***** from this business in November (4 months ago) and since week TWO, it has produced smoke from under the engine, and an awful smell inside the car. On trac assisted with attempted repairs 4 times, and none of the attempts fixed the problems. This vehicle is a health concern, and an environmental concern. I have friends at the EPA, as well as an Investigator with ******* ** news ready to build a story on this issue. Today, Mike U******** made it clear that they will not take the vehicle back, even though it is a lemon and two very problematic issues can be pointed out, that were unable to be fixed. I am incredibly disappointed with this business and will be sure to let everyone I know to never do business with On Trac Auto Sales. My first ever car purchase was a lemon and Im screwed right now.. thanks a lot Mike. We will not be giving up on this issue.

  

  Business Response

  Date: 04/11/2023

  On Trac Has had 3 independent, and reputable, repair facilities review the car. The customers concerns have not been replicated to this point, and the car is by all accounts the vehicle is beyond mechanically sound. None the less, On Trac has paid for 3(1 partially) very questionable/ borderline issues with the vehicle to be addressed, in an attempt to resolve the customers concerns with the vehicle. I would encourage the customer not to give up, if they believe there is a further issue with the vehicle, and to have a local ********* service center inspect the vehicle, as they were instructed to do when they were last in our office. On Trac would would love to assist in resolving an issue with the product, in the event they are able to point, definitively, to its cause. 

  Customer Answer

  Date: 04/12/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  The only acceptable resolution here is a complete return and refund of the purchase price of the product. Mike has literally lied and the issues were replicated the day after I left ***** services auto shop. The shop could not  address or find the cause of the issues and this was the 4th time taking it in in 4 months. I should not have to take it to a ***** Dealer for the 5th tine. I have lost valuable time, wages, and financial security due to this. I will not keep running around town to give Mike time to tell me Im really screwed. He needs to resolve this or his business will look very poor and a long business relationship will end. I have filed complaints with several agencies and intend for a feature story to be released on ******* ** news If Mike wants to leave a customer screwed with a lemon.  
  
  Regards, 
  
  ***** ***

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Sadly, after my previous complaint about On-Trac Auto Sales, Mike has failed to be honest in mentioning that these symptoms HAVE been replicated. The day after I last took it for service to replace an oil pan gasket (another separate leak) they came right back and I called him. He said he would contact the owner of On trac and we would “sit down and hash it out” with him. Weirdly enough, he never did that, never called me back, and is now saying we have to point to something. How about the production of smoke and a burning smell that Ive had since week two, that has been unable to be fixed 4 times? I have made more than enough attempts to fix this car. Ive lost money, wages, peace of mind, Im in a hole because of this car. Mike is ending a long business relationship with my family over logistics, when he could remedy the situation for both of us If this car is in as tip top shape as he claims. Mike wont even tell us who the owner of the business is or how to contact him…seems to be a bit of a secret from reviews / research Ive done. Incredibly dissatisfied with On Trac and mostly Mike U********, the GM.
  Regards,
  
  ***** ***