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:04/09/2025

  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.

  I was in the process of buying a vehicle, I'm disabled from a work injury. I could get a ride out on Friday to pick the vehicle up I provided all paystubs I had, documentation and everything they asked for including a $100 refundable deposit. After I sent the deposit the salesman Justin started stating I didn't send paystubs ect. He kept coming up with excuses on why I could not get a loan even though I had an approval already from a finance group that recommended them. So I asked for the deposit back he said it would be back in 1 week I waited 2 weeks emailed him again as I didn't get the deposit he said it would be there any day now, that was in February it's April and I still don't have my money back. Looking at their reviews they seem to be scamming a lot of people.

  Business Response

  Date: 05/01/2025

  BBB spoke to the business and the following was relayed: We just spoke to the customer, and the deposit has been returned.  

  Customer Answer

  Date: 05/01/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  There has been no return, instead they tried charging my card again. 
  
  Regards, 
  
  ******* ********

  Business Response

  Date: 05/08/2025

  BBB spoke to the top administrator at the company and the following was relayed: I personally logged in with my password and issued this customer's refund.  This customer has been refunded.  I can provide proof that we have issued her the refund.  Please ask her to check her accounts- maybe it was showing as pending or misunderstood while the transaction was being processed,  but the refund has definitely been issued.  Thank you.  

  Customer Answer

  Date: 05/08/2025

  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:11/04/2024

  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 bought this car from the dealer back in July of 2023 and in June of 2024 the frame was broke and fully broke on me. Pictures to show what was hidden upon sale. I have been trying to get dmv to help with no such luck and forever wait times. Im paying on car that is in pieces and very expensive to fix. I pay 480 a month for something that I can't even use. I have also tried to reach out to the company about this problem and they will not help. Was told the owner lived out of state and this is no way to reach him. The inspection was not even signed by who did it or how many miles he did it at.

  Customer Answer

  Date: 11/05/2024

  We have been  fighting with them sense June and with inspection authority so under 12 months but no one will help. It came with a warranty but everything but the frame is covered from what I'm reading 

  Business Response

  Date: 11/21/2024

   This vehicle was sold July 5, 2023 at which time it was inspected at a NYS , inspection facility ,and fully passed inspection . No issues with frame or body at time of delivery . Thank you 

  Customer Answer

  Date: 11/22/2024

  Hello we have contacted the company a few times and they refuse to help us. Even more so we never got inspection paperwork and the inspection was never signed by the shop who did it. And they never told us who even did as they don't have an inspection shop at these site the sale guy even told us that. The frame is horrible shape there is no way that should have passed inspection at all. Now I'm stuck withba broke truck and loan. At the very least they should close out the loan for how nasty the sale person was and this battle that has been going on sense June to help us out and won't do anything. I been out of work with serious medical issue so any help is appreciated

• Initial Complaint

  Date:02/29/2024

  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 bought my 2015 **** ******* from this dealership back in november of 2023 and within the first week of owning it, water started leaking through somewhere on the roof causing water to come through my overhead lights and drip into cabin. Ive now brought the car to them 3 times to have the problem fixed and each time theyve claimed to fix it but the leak persists. It happened again today and when I reached out to them for assistance the owner of the business screamed at me over the phone and that I was in my own boat and they werent going to even attempt to fix it. I brought these issues up well within the first 30 days of the lemon laws for the vehicle and considered they never actually fixed it, it should carry over as an unresolved matter. Essentially I just want the car fixed but at this point im considering a full return and my money back for the absolute worst experience ive ever had to deal with from a car dealership.

  Business Response

  Date: 03/28/2024

  We cleared out the sunroof twice already for this customer and are more than happy to do it again and show the customer how it's done.  Please have the customer ***** reach out to me to schedule this if he is interested.  Thank you. 

• Initial Complaint

  Date:12/31/2023

  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.

  On 05/16/2022 I had gone to Mackey Automotive to test drive a 2014 ***** ********* **** that was listed on 35 inch tires. After the test drive I had sat down with **** and filled out a credit application and agreed on numbers and put a $2500 deposit down on the truck and was told to come pick the truck up in 2 days. After the two days had passed I had to call to get a time to pick up the truck and was told that they were waiting on the title. I called once a week for 5 weeks to check on the title and was always just told they are still waiting on it. Then on 06/21/22 I called and was given attitude and told to just come get my deposit they aren’t dealing with me anymore. Justin then called me and told me to wait it out. So on 07/11/22 I finally got the call to come finish the paperwork and take the truck. I went back to the dealership and paid another $6500 towards the truck and signed all the paperwork I was even talked into an extended warranty. On 12/15/22 truck was dropped off for transmission issues, fluid flush and change, and front axle bearing leaking and rear pinion seal leaking causing an out of pocket cost of $3531. The truck was brought back to ******* on 10/17/23 for same transmission issue since it was never fixed and we were told it was the exhaust. The transmission finally stopped running on 12/12/23 and was brought to ******** ***** where the warranty company finally went out to look at the truck to see if they would cover the transmission work. The claim was denied because of it being a lifted truck and having bigger tires. I called Mackey Auto back on 12/15/23 asking for their help with the warranty since we bought the truck lifted with bigger tires. I talked to Justin and he advised that he would call me back with an update. It is now 12/29/23 I had to call them again and they said they cancelled the policy and I would get notice in mail. I called the warranty and the policy wasn’t cancelled. I want my money back for warranty

  Customer Answer

  Date: 01/02/2024

  Here is my sales receipt from the truck

  Business Response

  Date: 01/19/2024

  BBB spoke to the business owner and the following was relayed: The warranty is through a company called ****** ***********  Only they can cancel the warranty and refund this customer- we do not have the ability to do that.  It can be done though with a quick phone call.  I believe all that they ask for is an odometer reading.  If ***** would like, please tell him to call and ask for me, Justin W****, and I can assist him with that phone call.   

• Initial Complaint

  Date:12/25/2023

  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 purchased a truck from Mackey Automotive in Round Lake N.Y. at the beginning of Nov. 2023 for $14,507.93. I purchased this vehicle without going to Mackey Automotive because I am in severe pain and, I was having both my knees replaced which would be taking place on 11/15/23 and recovery would be about 2 months before I could walk. I dealt with Justin who claims to be a new salesman and learning. I also dealt with Joe P. the business Manager. Before I finalized the purchase for this vehicle I repeatedly asked both individuals 2 questions about the vehicle I was thinking of purchasing. Question 1: I asked if the frame on the truck had any rust and/or any welding done to the frame. This is done sometimes by individuals that are attemting to hide the extent of rot on frame so that a buyer might think nothing is wrong with frame but, the frames strength could be compromised or could be an expensive repair to fix or replace frame costing thousands of dollars. Justin and Joe assured me the frame was prestine with “no” rust or welded areas. Question 2: I asked if this vehicle would pass inspection in my state of N.H.. Again I was assured by Justin and Joe that the vehicle would pass no problems. The vehicle delivery fee was going to be $610.00 to my residence and the vehicle was delivered on 11/16/2023. I was also charged $97.93 in fees (inspection, doc fee) I had the vehicle brought to my mechanic on 11/20/2023 which I had used for 20 years. My mechanic called me on 11/22/2023. He told me the vehicle would “not” pass inspection. He told me that the frame had about an 8’ foot section of the frame welded over with metal plating thus compromising the frames integrity. One of the cab corners was welded directly to the frame. The other side cab corner was rotting so fumes from leaking exhaust would enter. The calipers on vehicle also needed to be replaced as well as the rotors. The exhaust was leaking in so many places it needs to be completely redone. The emergency cable was snapped. The faulty parts on this vehicle and others would jeopardize the riders in this vehicle. Of the 2 questions I asked of the salesman and business manager both answers to my questions were complete lies. Why did they even ship this vehicle knowing it would not pass the state inspection even when I paid money for an inspection. I immediately called Mackey Automotive and have spoken to the salesman Justin as well as business manager Joe. I told them I want the vehicle picked up and returned and my money back. There answer was the owner, away in Florida, was the only person that could deal with this issue but not until after Christmas. No one has the ability to reach him nor, does it seem that he as a business owner keeps in touch with business to check on how things are going while away. The vehicle I purchased is now parked in my driveway with “no” inspection sticker “no” registered plates, me paying vehicle insurance as well as the loan I took out for the vehicle.

  Business Response

  Date: 01/19/2024

  BBB spoke to the business owner and the following was relayed:We are willing to take the vehicle back and issue a refund to this customer as a goodwill gesture.  However, we need the title returned to us before we mail out the refund.  Please mail the title back to us and we will then mail out the refund.  

  Business Response

  Date: 02/05/2024

  The business told BBB that they spoke to consumers on 2/2 and they said they were sending the title.  Please send the title to the business in order to receive a refund.  

  Customer Answer

  Date: 02/05/2024

  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. I purchased this vehicle in good faith. When vehicle was delivered it went in for N.H. Inspection where it immediately failed inspection. I notified the salesman immediately that the vehicle failed inspection. Every representative at Mackey Automotive told me the frame was free of rust. Even so, prior to purchase I asked Justin W**** specifically that question about the frames condition including will the truck pass a N.H. Inspection. He replied in the affirmative that the frame was free of rust and would pass inspection. This was a blatant lie. The vehicle did not pass inspection solely concerning the rusted and welded plates that were on the frame. The vehicle also failed due to braking system failure, emergency brake not working, ball joints needed to be replaced, entire exhaust system was leaking fumes even into the cab, rusted out cab corners, All these safety issues were flagged yet not one of these issues were on a disclosure. This vehicle also passed an inspection in N.Y. yet Justin W**** stated they don’t do inspection. We asked where the inspection was done and he could not remember. I paid for that inspection along with the doc. fees. This vehicle should have never been sent to me. The salesman could have told me about these issues which would have nulled the purchasing of this vehicle. The truck is only considered a parts truck yet Mackey Automotive was selling this as a road worthy vehicle. After repeated emails and calls to Mackey speaking to Justin and others I had to wait for the elusive owner to determine next step. I called after Christmas and spoke to Justin about the vehicle. I told him the mechanic stated to replace a inner frame and just the few things he had noted during the inspection the repairs needed for these alone were in the 10’s of thousands of dollars. I reminded Justin W**** about the day I told him the truck failed inspection that I would pay for the shipping of the vehicle back which was about $800.00. I asked him to put this all in writing and he immediately refused. That evening I wrote up the documentation as to the return of vehicle and refunding of my money. In that document I stated “upon receiving of vehicle by Mackey Automotive they had 24 hrs. to send me my refund a “certified check” for the amount I was due.” I would not take a business check from Mackey Automotive only because this is what I had to do to receive the vehicle ie. parts truck. I received email stating the vehicle was received by Mackey Automotive yet to this day they have not refunded my money. They had misrepresented the vehicle’s condition to me. They have committed fraudulent misrepresentation. Deceptive business with false advertisement of vehicle. Theft of funds over $15,000.00 which is a Federal Crime. Have not abided New York’s used vehicle lemon law. Mackey Automotive as Justin W**** claims has 1.5 million in business back funds. All he or anyone at Mackey Automotive needs to do is, to go to bank get “Cashiers Check” in the amount of $15,686.93 and send it to me. I will then send Mackey Automotive the Title. This is the only manner in which I believe I will get my money back. The employee’s in Sales Dept. are not reputable and the treatment I have received as a disabled person is appalling. . supposedly checked the frame and told me the frame was rust free yet this is not what the mechanic at inspection stated. The frame, braking system, exhaust system, emergency brake, rusted out cab corners, ball joints etc. was the reason I wanted this vehicle back to the liars that sold me this. I had prior to purchasing this vehicle asked Justin W**** about condition of frame. He lied about the condition of the frame. The rusted issue in itself would cause any vehicle to not pass inspection in N.H. the salesman Justin W**** 
  ************* Regards,
  
  ******* ******

• Initial Complaint

  Date:06/08/2023

  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 purchased a 2011 **** ******* from Mackey Auto for 12,539 on 09-03-2022. Within a month I had check engine light come on took to their garage Fastlane in Clifton Park told it was an evap issue. **** was smoke tested nothing replaced gas cap. Problem fixed for about a week. Problem continued. Air pressure in tires reported to Mackey again sent to fast lane. On June 8, 2023 took vehicle in for oil change mechanic reported to me top side of block has a leak, coolant system is leaking, rusted oil pan, rusted brake lines, rusted sway bar, and check engine light is on.

  Business Response

  Date: 06/26/2023

  In regards to the aforementioned complaint ID, we have begun and will continue to work with ****** ***** in regards to any issues with her **** that can and would be considered warrantied items.  We were able to verify that ****** has been operating her **** ******* with a broken Serpentine belt.  Her **** was being operated without Power Steering, without a functioning Alternator and without a Water Pump circulating engine coolant.  Nonetheless, we will continue to attempt to assist Ms. ***** if possible, with her cooperation and understanding of what our responsibilities are nine months later with a twelve year old vehicle.  Sincerely, John Mackey.  Mackey Automotive.

• Initial Complaint

  Date:05/02/2023

  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.

  Bought a 2016 **** ** on 3-23-2023. I pointed out what appeared to be leaking rear shocks upon a test drive. Upon delivery, I asked Joe P about them and he stated they were checked out and were fine. The next day, the shocks were obviously leaking. Had to replace the shocks at a cost of $416.26. I immediately notified Mackey's of a cold start issue (**** would stall after placing it in gear). Salesman said he would notify his manager & get back to me by 1pm. After no reply for almost 2 weeks, I emailed again and stated I was contacting the attorney general. I finally THEN received a reply! Justin W****, manager, stated he had no knowledge of the issues & they had no problem reimbursing me for the shocks. Justin said to bring it in and they would check out the cold start issue. It has been almost 2 weeks since that email and I've received no reimbursement and no further contact from them. They state they have tried to contact me, yet I have ALL of my email conversations saved in a pdf version as proof that they are just ignoring the customer. Since they can't stand by their word on a simple shock issue, do you really think I'm going to trust them to tell me truth on a possible transmission issue??

  Business Response

  Date: 05/02/2023

  To Whom it May Concern, On 5-2-2023, the **** and I were able to speak (after several missed and miscommunications) and resolve the issues that he was experiencing with his ****. Please let us know if you should need any additional information in regards to this matter. Sincerely, Justin R. W**** Mackey Automotive LLC ************

  Customer Answer

  Date: 05/02/2023

  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.  
  
  Regards, 
  
  **** ******