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:05/02/2025

  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 pre-owned 2019 ************* GLC 300 Coupe from Certified Performance. After taxes, the car was 50k. I paid $4700 for the warranty. Just two months later, the car broke down in the middle of the road. I tried repeatedly to contact them but could not get anyone on the phone. After finally reaching someone, I had the car towed to their service department. ( 2 months after driving the car on their lot)Since then, my car has been sitting in their shop for three weeks. Communication has been extremely poor when I do manage to speak with someone, they are rude and give me attitude for simply asking about the status of a vehicle I purchased from them just two months ago.Recently, they informed me that the car's cameras are no longer functioning. It has now been almost a month, and my car is still in their service department. I am forced to call every week just to get any kind of update because they do not proactively communicate with ***** of today, May 1, 2025, their shop has had my vehicle since April 10, 2025, and they have not provided any information about its status. All I want are the updates and the real issues my truck is having. It is covered under warranty for three years. Still, I strongly suspect something suspicious is happening, as I am completely disconnected from knowing exactly why they are holding my vehicle for so long. Ideally, I would appreciate it if they could call once a week to provide an update and a repair date for any issues. However, I have no idea what is truly wrong with the vehicle. I want a replacement vehicle or a refund.

  Business Response

  Date: 05/16/2025

  Dear BBB,
  Thank you for the opportunity to respond to the concerns raised by the customer regarding their 2019 ************* GLC 300 Coupe.
  The customer contacted us approximately two months after purchase due to a mechanical issue. The vehicle was towed to our service department and inspected by our certified technicians. Upon evaluation, it was determined that the vehicle requires a valve body control unit and transmission-related repairs.
  Unfortunately, ************* restricts the sale of these parts exclusively to certified and registered ************* dealerships. Despite our teams repeated efforts to obtain the parts directly or through exception requests, we were unsuccessful due to these manufacturer restrictions.
  Given this, we:
  Informed the customer of the specific part limitations and the need for the repair to be completed by an authorized ************* dealership.
  Recommended that the customer contact their third-party warranty provider, who can assist in coordinating with a certified dealer and may offer a loaner vehicle during the repair process.
  Offered to release the vehicle to the dealership of their choice at no cost, to ensure repairs can proceed as quickly as possible.
  We acknowledge and regret the frustration caused by communication delays and are reviewing our internal processes to ensure more consistent updates are provided to customers in the future.
  We remain committed to resolving this matter in good faith and are happy to assist the customer with the transfer of the vehicle and coordination with their warranty provider.
  Sincerely,
  Certified Performance Motors

  Customer Answer

  Date: 05/19/2025

  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:

  Dear Certified Performance,
  I am writing to express my dissatisfaction with the service and vehicle I purchased from your dealership. My vehicle has been in your possession for 40 days for repairs, and I have not been offered a loaner vehicle during this period, which has caused significant inconvenience.
  Additionally, I requested a refund of the $4,500 paid for the warranty, but was informed that only your facility can perform repairs on the vehicle. I find this unacceptable, as it limits my options and reflects poorly on your dealerships practices.
  The vehicle was sold to me in a defective condition, with three reported issues: improper gear shifting, malfunctioning interior cameras, and now a failing transmission. These problems indicate a lack of proper inspection prior to sale, which I consider highly unprofessional.
  
  Due to these ongoing issues and my loss of confidence in the vehicles reliability, I am requesting a full refund or an exchange for a different vehicle.
  

  Certified Performances consistent failure to ensure the quality of their vehicles has led me to decide against continuing business with your dealership.
  Please address this matter promptly and provide details on how to proceed with the refund or exchange.
  

  sincerely,

  ***** ***** 

  
  

  Business Response

  Date: 05/21/2025

  What can we do when ************* is refusing to sell non ******** dealership the part, take the vehicle to a ************* dealership for repairs using your warranty. 

  Customer Answer

  Date: 05/22/2025

  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:

  Dear Certified Performance Motors:

  You are willfully disregarding your legal obligations under the New York Used Car Lemon Law (General Business Law 198-b), which requires dealers to provide a written warranty for qualifying used vehicles.

  This law applies to vehicles that:
  Were sold for more than $1,500
  Had fewer than ******* miles at the time of sale
  Are seven model years old or newer
  

  Under this law, if a vehicle has a substantial defect impairing its use or safety, and the dealer fails to repair the defect after a reasonable number of attempts (typically three or more), the consumer is entitled to a refund or a replacement vehicle.
  

  Certified Performance Motors has:
  Retained my vehicle for over 40 days
  Failed to repair the gear system
  Failed to repair the camera system
  Failed to repair the valve body control and transmission
  

  These ongoing failures clearly meet the legal threshold of substantial impairment as defined by the Lemon Law.
  

  In addition, you are deliberately ignoring the violation of New York State DMV regulations, specifically Commissioners Regulation Part 78. According to ***** Title 15, Section *****, a dealer must provide a detailed bill of sale to the customer at the time of delivery. This document must include the selling price, any applicable warranties, and all relevant transaction details. To date, you have failed to comply with this requirement and have not provided me the bill of sale during the purchase.
  

  Furthermore, your service department has held my vehicle for over 40 days without providing a courtesy vehicle, despite the significant inconvenience and hardship I have experienced as a result, although you have made untruth claims that I was offered a loaner vehicle. This level of disregard for your customer is both unprofessional and unacceptable.

  
  I have made multiple requests, including a clear and reasonable demand for either a refund or a replacement vehicle. You have consistently ignored that portion of my communication, just as you have failed to address the totality of my concerns or acknowledge the undue stress and inconvenience your business has caused. Under New York used car Lemon Law, the ownership is on the dealership who sold the vehicle to complete the repair, not the customer. If you are not able to meet these obligations then a refund a replacement vehicle is required, again you have deliberately ignored my messages and taking no accountability.

  All of my vehicle information is in your possession, the bill of sale as well as the registration.
  

  Your continued failure to act in good faith or in compliance with state law is deeply troubling. Your actions demonstrate that you are not interested in resolving this matter amicably or in accordance with the standards expected of an accredited business.
  As a result, I have contacted the Better Business Bureau and strongly recommend that your BBB accreditation be revoked. Your business practices reflect a clear pattern of negligence, avoidance of accountability, and disrespect for consumer rights.
  

  This matter was brought to the BBB in an effort to reach an amicable resolution, knowing they do not intervene once litigation has begun. However, your refusal to engage meaningfully leaves me with limited options.
  In your next response, please clearly indicate whether you will adhere to New York Lemon Law obligation and Honor my request for a refund or a replacement vehicle.
  

  Sincerely,
  ***** ***** 

  
  
  
  
   
  

• Initial Complaint

  Date:04/16/2025

  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 a car at Certified Performance Auto on 08/21/2024, at the time of purchase we agreed with a price that was higher than the price announced on their website because I really liked and really wanted the car. They agreed to complete a few repairs and I was offered delivery free of charge by 08/23/2024. On Friday 08/23/2025 they called me stating a part that was ordered was not yet delivered so the car would be shipped on Saturday instead, I told them not to ship, I would pick up the car on Sunday 08/25/24. They agreed, stated everything agreed would be done and the car would be ready for pick up on Sunday.Upon my arrival on Sunday, the agreed repairs were not completed. I agreed with taking the car, (Ive travelled 5 hours to pick up this car) to a Tesla dealership have it evaluated and talk about the repairs or return, once I had 30 days to make any changes to the agreements. I took the car to a Tesla dealership, everything was evaluated and the evaluation was submitted to Certified Performance, they agreed with all repairs, scheduled a time and date for repairs, gave me an address for their repair center. I drove 5 hours to their repair center, when I arrived the doors were closed, no response to the phone, no call back or response to text messages.I left, contacted them by phone multiple times for days, no managers responded, no one from the service department responded, when I spoke with the front desk associate she sent me to different voice mails and they never returned any of the calls. I decided to keep the car and pay for the repairs myself. Now, 8 months later, my electric vehicle tax credit was rejected, the *** is saying they cannot find an IRS document filled and submitted by the dealership, once again, I contacted Certified Performance multiple times, left multiple voice messages, text the sales person who sold me the car, spoke with the front desk associate and nothing is being done.They are terrible, they should not be in business.

  Business Response

  Date: 04/16/2025

  RE: BBB Case: [Insert Case Number if ****************************** *************************** ********* ** ****
  ********************
  ******** ** *****
  Dear *** ************** you for your submission. We appreciate the opportunity to respond and clarify the concerns raised.
  Certified Performance Motors provided all standard documentation at the time of sale, including the bill of sale, which can be used by any customer to pursue applicable tax credits. However, we do not file or submit documentation to the *** or any third-party agency on behalf of our customers, nor was any representation ever made that we would do so. We encourage all customers to consult with a tax professional prior to making any claims related to vehicle tax credits.
  Regarding the condition of the vehicle and any subsequent repairs, Certified Performance Motors adheres to the New York State Used Car Lemon Law Warranty guidelines. If any repairs were necessary and eligible, they would have been addressed within the specified warranty period. The Tesla evaluation and visit you reference occurred several months after the date of sale and well outside the Lemon Law warranty period. As such, we are not in a position to comment on or validate those findings.
  At this time, we are unable to offer any further resolution.
  Sincerely,
  ***** *****
  *********************************************** **************** ********* *********** ******

• Initial Complaint

  Date:04/03/2025

  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 3/24/2025, I approached CPM autos; I met a sales*** named ******* ******* and showed him the screen shot (attached to this complaint) of the car **** X4 2024) I want.On this very day I went with my family and my 8 months old baby which was not feeling really good. After I had been delayed at this dealership for about 2-3hours, I was in a hurry to leave and tend to my ******* is important to note that the price in the screenshot I showed ******* is *****. Now a *** called ***** had shadily changed it to ****************************** a way that its hard to notice. The ***** *** had gouged and inflated the price by *****.On 3/31/2025, my loan details came and realized the very big numbers; when I called the dealership to complain, they were so secretive and not ready to connect me to speak to a manager or someone of authority. I asked for their names and they would not give me their names. I asked for their managers names, theyd say there is nothing they can do to help me. They were very rude and dropped the call on me on many occasions. I want the ***** reversed as soon as possible. It is shameful that a whole dealership preyed on the trust I had for them, and the desperation to cater for my sick baby to rip me of $*****.On 4/2/2025, their general manager named ***** reluctantly left me a voicemail. I called him back and he sounded like he was doing me a favor; he said he could give me a 3k check as against the inflated 10k. I said No that its too little as against what was stolen from me. He sounded so power drunk and he went verbatim I changed my mind and I wont even give you the 3k no more. Do your worst, my lawyers will be ********** company in the world should say that to their customers.CAVEAT EMPTOR people. DO NOT DO BUSINESS WITH THESE GUYS. They are shady and very unprofessional.

  Business Response

  Date: 04/04/2025

  Business Response to BBB Complaint ******* **********
  Thank you for the opportunity to respond.
  *** ********** purchased a 2024 *** X4 from Certified Performance Motors on March 24, 2025. The agreed-upon price of $39,988 was clearly disclosed in the signed contract. All documents were reviewed and signed by the customer, and no alterations or misleading actions occurred.
  The screenshot referenced by the customer shows an internet price, which can differ from in-store pricing based on various factors. The final price is confirmed in the contract, which *** ********** signed voluntarily.
  While we empathize with his personal circumstances, this appears to be a case of buyers remorse. As a courtesy, our General Manager offered a $3,000 goodwill check, which was declined.
  We stand by the integrity of the transaction and deny any wrongdoing. Supporting documents are attached for BBBs review.
  Sincerely,
  Certified Performance Motors
  **************************************************

  Customer Answer

  Date: 04/07/2025

  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:

  [CAVEAT EMPTOR - A company clearly claiming this: The screenshot referenced by the customer shows an internet price, which can differ from in-store pricing based on various factors. beyond benefit of doubt shows there penchant for non-transparency. Their gimmick is to fraudulently lure unsuspecting customers, betray their trust and rip them apart.

   

  This company will tell a customer Go to H*** over a 10k spoil ripped from their trusted customer. How sad can this be. DO NOT PATRONIZE THIS COMPANY. They just publicly admitted to their non-transparency. The proof is in the pudding]

   

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

  
  
  
  
   
  

  Customer Answer

  Date: 05/27/2025

  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.
  
  Myself and CPM autos agreed on a financial settlement which was concluded on 5/26/2025.
  
  
  
  Best. 
  
  ******* **********
  
  
  
   
  
  

• Initial Complaint

  Date:03/25/2025

  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 went to purchase a vehicle the *** X 4 2024 for the price of $26,178 from company Certifies Performance Auto located at *********************************** . ***** In doing this I had a ** Applicant and Sammi the manager there stated we were approved for this vehicle , we would have to put down $4,000 I stated no problem hes said ok let me call you back and this took him 3 days to say the price is higher now to $9,500 I told him we decline their service who was the lender that approved me . Sami States Western Lake Financial and even given me their phone numbers to me calling them to finding out , their were no accounts made in our names or socials or at anytime 3/5/25/ 3/7/25 nor confirmation numbers attached . I asked Mgr **** who has our approval account again , he kept giving me the run around saying their really busy please let him call me back , to never doing as he said and having our identification an banking information to do as he please I would like to hold them accountable , for false advertising and fraud they never submitted an approval application to me Im only receiving denials in the mail now.

  Business Response

  Date: 03/27/2025

  Thank you for the opportunity to respond.
  The customer submitted a credit application for a 2024 *** X4 with a co-applicant. Based on preliminary information, we obtained a conditional approval through ****************** requiring a $4,000 down payment. However, the terms later changed based on the lender's review, increasing the required down payment to $9,500. We communicated this update as soon as we received it.
  We do not control lender decisions, approval terms, or consumer credit profiles. Our role is to facilitate financing between the customer and lender.
  To clarify, no funds or deposits were received from the customer, and no transactions were completed. Additionally, all personal information is handled securely, and no unauthorized actions were taken.
  We regret any frustration caused and are happy to provide documentation if needed.
  Sincerely,

• Initial Complaint

  Date:03/24/2025

  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.

  So I communicated with this certified performance motors place via text n via phone call for a few weeks or so then I came in to the dealer to do better business n also see the vehicle and possibly test drive and things like that I was treated greatly but due to me having only cash at hand there was limitations to what I was approved for and it became a much longer process I was recieved my ******* after a few mins about 20/30 he ten proceeds with protocol paperwork documents n so on afterwards he asked for a 1000$ full refundable fee for some documents n further processing I agreed n gave him the cash 1000$ n then someone else later stepped in n I didnt get his name he was in a suit stated that there was limits to what they could do but referred me to their ************* dealer before leaving I was told my 1000$ would be sent ********* had nothing to worry about n proceeded to head out once I got to the other location due to conversation as n negotiations I then didnt even ask about the money until a few days later when I decided that the timing wasnt right after so many failed attempts to get me approved for financing I then decided I would wait to move fwd with purchasing a vehicle because I had no luck with the banks they worked with thats when the issues started I left my license behind while ******* out to try n get back home which is more than 1hr away to make it back in time to grab my child from school n afterwards no one contacted me after I have made various attempts to reach mangers possibly the **** anytime I call Im on long holds no one answers any questions Ive left various messages the person I handed the money to is answering calls or texts like a robot saids he has to consult with partners about the situations no one has any intents or listening to me or showing any urge to get stuff resolved or cares about the fact that they have my money n took my money said it was fully refundable if things didnt work out or if no business was done

  Business Response

  Date: 03/24/2025

  The refund has been processed and sent via **** mail to the consumer. 

• Initial Complaint

  Date:03/20/2025

  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.

  On sunday 03/16/2025 i went to certified perfomance motors to look/buy a car, after filling out an application i was approved for a finance loan, car was ****** and i put 4000 for a down payment, so the car was ****** plus ******* for sales taxes and ****** for registration and title fee = ******** then they sold me an extended warranty for ******* so now between the car+sales tax+registration and tittle+ extended warranty, i had a total of ********, but the info they sent to the bank was that the total of the car was ********, when i saw the ppw i called the sales manager )samy) and he told me that the extra 6000 was for the bank that they charged me for just apply for a loan, i asked him if he can send me that in writing but he refused, i spoke to the bank (******************) and they told me the dealer sent them that the car was ******** and that they didnt charge the extra ******* then i spoke to the dealer with the financing manager and he told me it wasnt the bank that charged me it was them, i asked why and he told me they have extra fees , i asked him if he can send me a paper with all the summaries but he refused, i told him if thats their policy and those fees are legal why cant i see that, and he asked me to wait on the phone but after waiting for over 30 minutes i disconnected the call, i contacted the bank to let them know not to pay them the car because if they dont give me the ******* i will opt out of the deal .The ******* i put as downpayment the sales manager asked me to send him to his personal account which i did through zelle and i have proof for that.Please help me get the ******* back or to deduct the amount from my bank loan.Sales manager told me the car wont be leaving the dealer if the money doesnt get transferred to hos personal account.

  Business Response

  Date: 03/20/2025

  We appreciate the opportunity to respond to this complaint. At Certified Performance Motors, we are committed to transparent and ethical business practices. However, in this case, the customer appears to be experiencing buyers remorse and has presented misleading information regarding the transaction.
  Clarifications on the Transaction:
  Return Offer: Although we do not have a return policy, as a goodwill gesture, we offered the customer the option to return the vehicle within 48 hours for a full refund. The customer declined this offer.
  Pricing and Fees: The customer was provided with a full breakdown of all costs before signing the purchase agreement. The total purchase price included the cost of the vehicle, taxes, registration fees, an optional extended warranty, and additional dealer fees, all of which were disclosed.
  Loan and Financing: The financing agreement submitted to the lender reflected the agreed-upon price, inclusive of all charges. The lender approved the loan based on the documented figures, and the customer signed all paperwork acknowledging these terms.
  Down Payment Handling: The customer voluntarily sent their down payment via *****. Any claim regarding mismanagement of funds is inaccurate, as all payments are applied toward the purchase as agreed upon.
  Addressing the Customers Allegations:
  Claim of an Unexplained $6,000 Charge: The customer was fully informed about all associated fees before finalizing the purchase. No hidden or additional charges were applied beyond what was clearly disclosed in the purchase agreement.
  Request for Additional Documentation: We provided all legally required paperwork. The customer signed these documents, confirming their understanding and agreement.
  Communication with the Bank: The customer has attempted to void the transaction by contacting the bank after taking possession of the vehicle, despite having full knowledge of the terms and conditions at the time of purchase.
  Conclusion:
  While we regret that the customer is dissatisfied, we have made every effort to accommodate their concerns, including offering an exception to our no-return policy. We stand by our policies and the legitimacy of this transaction. If the customer still wishes to return the vehicle, we are willing to discuss a reasonable resolution within the legal framework of the agreement.
  Thank you for your time and consideration.
  

  Customer Answer

  Date: 03/23/2025

  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:

  They never gave me a ppw with the ******* fee everything was added to the total amount of the car, nobody mentioned anything about this *******, who will purchase a car where they are charging 6000. For dealer fee?

  they lied telling me it was the bank fee and not them, theres dozens of complaints people stating that they were charged thousands of dollars extra and never saying anything to the them.

  i do not have a buyer remorse, just wondering how this place is still open where theres too many people complaining about the same scam, i even asked them to send me a detail info about those ******* fee and they told me they couldnt do that because of their policy.

  I have all the ppw they gave me and it doesnt mention the ******* dollars or any dealer fee, i will continue to raise my voice because places like this all they do is stealing peoples money.

   

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

  
  
  
  
   
  

  Business Response

  Date: 03/24/2025

  Not sure how else to respond, we offered a full refund for the consumer to return the vehicle, exactly what the consumer is requesting but yet she keeps submitting complaints. 

• Initial Complaint

  Date:03/17/2025

  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 am writing to formally file a complaint against Certified Performance Motors, located at *************************************************, regarding a vehicle purchase I made on March 7, 2025. The dealership engaged in deceptive sales practices and misrepresentation, which have caused me significant financial harm and frustration.I was led to believe that the agreed-upon price for the vehicle was $27,000. During the negotiation process, the salesperson even worked through the math with me in person to confirm this amount. I took a picture of the calculation they showed me as evidence. However, when I was handed the paperwork to sign, the documents were folded in such a way that only the areas requiring my signature and the monthly payment amount were visible. The full price of $32,000 was not disclosed to me at that time. This deceptive presentation led me to unknowingly sign for a significantly higher price than what was agreed upon.The dealership misrepresented the vehicle as a ****** Certified Used Vehicle. After reviewing the paperwork on March 9, 2025, I discovered that this was not true. Instead, I was sold an additional warranty for $5,000 that was falsely presented as certification.The $5,000 charge for this additional warranty was not something I agreed to purchase and was deceptively added to the final price of the vehicle without my informed consent.These actions constitute clear violations of ethical business practices and consumer protection laws. I feel that I was deliberately misled throughout this transaction and taken advantage of by the dealerships sales team.I am requesting:A full refund of the $5,000 charged for the misrepresented warranty.An adjustment of the vehicles price to reflect the originally agreed-upon amount of $27,000.I have attached copies of relevant documents, including the sales agreement and warranty information, as well as the photo of the math calculation provided by the salesperson during our negotiation process.

  Business Response

  Date: 03/18/2025

  We appreciate the opportunity to respond to the complaint submitted by the consumer regarding their recent vehicle purchase at Certified Performance Motors. We take customer concerns seriously and would like to clarify that all terms of the purchase were properly reviewed and agreed upon before the transaction was finalized.
  Agreement and Documentation
  The customer reviewed and signed all necessary paperwork, confirming their understanding and acceptance of the terms of the sale.
  At no point was any information concealed or misrepresented. All contract terms were presented in full, and the customer had the opportunity to ask questions before signing.
  Copies of the signed agreements are attached, demonstrating that all documents were executed voluntarily.
  Sales Process and Transparency
  Our dealership follows a standard and transparent sales process, ensuring that all customers have a clear understanding of their purchase.
  The signed documents outline the details of the transaction, which the customer acknowledged and agreed to.
  Based on the above, we believe this matter was handled properly, and all agreements were made with full disclosure. If there are any specific concerns regarding the paperwork or process, we are happy to review them further.
  Sincerely,

  Customer Answer

  Date: 03/20/2025

  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:

   I WAS ABLE TO TAKE A PICTURE OF THE FINANCE PERSONS FIGURES PERTAINING TO THE CHARGES FOR THE ***** 1774 FOR DOCUMENT FEES, 1960 DESTINATION CHARGES ON A USED CAR PLUS 850 ACQ. THESE FICTITOUS CHARGES. I WILL BE PURSUEING THIS MATTER FURTHER

   

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

• Initial Complaint

  Date:02/26/2025

  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.

  Subject: Formal Complaint Regarding Car Purchase Dear BBB I am writing to formally complain about my recent car purchase from certified performance motors car dealership. On 01/03/2025, I bought a ***** CRV that was advertised on their website at a lower price than the final price I was charged. This discrepancy was due to misleading information about additional fees such as seaport fee, government fees, state fees, and sales tax.Furthermore, the car was supposed to have its interior and exterior damages fixed, but the repairs were only partially done. Despite car dealerships assurances, I was pressured into signing the paperwork under false promises. The car was kept for two weeks after the purchase, and when it was finally delivered, it did not meet the promised warranty and condition.Over the next two months, due to my absence, I couldn't address these issues immediately. However, car dealership continued to promise resolution, only to inform me later that no further action would be taken.I find this treatment unacceptable and I am seeking a resolution to the following:1. A refund of the overcharged amount.2. Full repair of the remaining interior and exterior damages.3. Adherence to the promised warranty conditions.Thank you for your immediate attention to this matter.Sincerely,***** ********

  Business Response

  Date: 02/26/2025

  We apologize for failing your expectations please bring the vehicle to the showroom and ask for **** or ***** and we will make everything in our we owe slip right for you!

  Customer Answer

  Date: 02/27/2025

  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:

  I will close this case until my problem is resolved so far the issue was not resolved

   

  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 02/27/2025

  We are stating we would like to make it right by you, so you are rejecting our offer to make this right by you?

  Customer Answer

  Date: 02/28/2025

  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 not been resolved yet. 
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:02/24/2025

  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 send an inquiry about the vehicle, I got a phone call, I went to the location for test drive and we agreed on the amount to buy the vehicle. after we agreed on certain amount I signed the document. while i was signing it I felt like something is shady, they said it's exactly what we talked about then I came to find out that they increased $6000. on top of the amount we were agreed about.

  Business Response

  Date: 02/25/2025

  We have already communicated with the consumer prior to receiving this complaint, we gave the consumer the option to return the vehicle for a full refund.  We want the consumer's full satisfaction. 

  Customer Answer

  Date: 02/26/2025

  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:01/08/2025

  Type:Customer Service 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 asked to see a 2020 Dodge Durango that this dealer listed on ******** for $17k. There was no disclaimer that this amount was after financing and there was nothing specific about the amount of fees that would be added to the final price. A link to the posting on ******** is available here: ****************************************************************************** the test drive, we discovered an obvious issue where the car was leaking fluid on their lot, however we were still willing to discuss purchasing the car, provided that the leak was fixed.Once they sat us in their sales office, the price they offered to buy the car outright was $26,000, which was 52% higher (an increase of almost $9,000) than the price that was listed online on ******** (which was $17k). The increase included approximately $2k of taxes, $1k of "documentation fees" (which was not itemized and therefore we couldn't see what we were being charged), an assumption of $2k being put down as a deposit to finance the car, and $4k for their "service fees," which was supposed to cover a 100+ point inspection of the car. Given that their inspection failed to uncover an obvious defect, this was clearly a scam.

  Business Response

  Date: 01/08/2025

  Thank you for reaching out and sharing your feedback regarding your recent experience with our dealership. We value transparency and take all customer concerns seriously, so we want to provide some clarity regarding the situation you described.
  After reviewing the details of your visit, we would like to address a few key points:
  Pricing Information:
  The vehicle pricing listed on ******** reflects the vehicles price after qualifying for financing and any applicable promotions or incentives, as clearly outlined in our disclaimers. We strive to ensure our online listings are accurate and reflective of our pricing structure. However, we understand that this may not have been clear to you, and we apologize for any confusion.
  Fees and Pricing Adjustments:
  The out-the-door price provided in the sales office included all associated costs, such as taxes, documentation fees, and dealer service fees. These fees are customary in vehicle transactions and are disclosed during the purchasing process. Additionally, the price discrepancy resulted from adjustments needed to accommodate your financing eligibility and down payment, as required by our financing partner.
  Vehicle Condition:
  During the test drive, you raised concerns about a potential fluid leak. As part of our commitment to customer satisfaction, we inspected the vehicle. While we regret any inconvenience, such issues are often addressed before finalizing a sale. Our service team is available to perform necessary repairs or provide alternatives if a vehicle does not meet your standards.
  Financing Eligibility:
  We make every effort to work with customers to secure financing under the best possible terms. Unfortunately, in this case, the financing terms required a higher down payment than anticipated, which affected the overall purchase agreement. This adjustment was necessary to move forward with the transaction.
  We genuinely regret that we could not come to an agreement that met your expectations. If there are additional questions or unresolved concerns, please do not hesitate to contact us directly. We are committed to working with you to address any remaining matters and to improving your experience.
  Thank you for giving us the opportunity to clarify the situation. We hope this response provides greater insight into the factors affecting your experience.
  Sincerely,

  Customer Answer

  Date: 01/09/2025

  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:
  

  Price transparency is completely absent from your listing. While you may have intended for the price shown to be reflective of financing, there is nothing whatsoever to indicate that fact. No disclaimer, no calculations, no dollar figures -- nothing. Furthermore, most reputable dealers will list out (in specific dollar values) their estimated documentation costs and service fees (if not already included in the price). These are also absent from your listing. You simply have no credibility to claim that you value or provide transparency.    

  Furthermore, your sales staff continues--to this day--to spam me with calls and texts regarding the vehicle, after I have made it abundantly clear that I am not interested. Stop.