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:01/01/2025

  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.

  Down payment on 11-30-24. Wire transfer balance on 12-2-24 Salesman claimed by text the vehicle had been inspected. Video walkaround was provided. When vehicle arrived we noticed two obvious defects with the 2008 4 runner. I called my credit card company to initiate a dispute. I notified the salesman of the problems on 12-12-24. He said he would forward it to his manager. I received no response until 12-17-24 when the salesperson sent a text to both me and my wife claiming we "have 7 days to send payment and I would not get the title" and that the dealership would repossess the vehicle. He also added that it was a felony and they would pursue action against me. When I phoned in on 12-30-24 after receiving his claims I was told by the sales manager that they would not talk to me unless I sent a cashiers check. As of 1-1-25 I never received my temporary tag, the vehicle title, or the vehicle inspection that was done. At this point I can't legally drive it or register it. The only way to know what else they were not truthful about is to have an inspection done. I have an appointment for 1-7-24. The defects noted on my 12-11-24 text are that the back liftgate switch is totally missing. The fuel door release is not functional. I cannot open it to fuel the vehicle. When watching the walkaround video the salesman opens the liftgate by placing his hand on the spot the switch would be and opens it up. This is physically impossible without the switch function. He knew that and had already had it unlatched when he opened the back liftgate. That is clearly a fraudulent action. A text claim by the salesman after driving the vehicle was "the brakes feel brand new and very touchy." According to the service records on ****** the front brakes have never been replaced. Another fabrication. After driving it myself the brake pedal goes easily to the floor. The brake are not new (******). I requested a copy of the dealership inspection on 12-12-24 and still have not received it. KD

  Business Response

  Date: 01/02/2025

  Yes canceling a payment is theft by deception here in ****. Yes a title will not be given until the full payment is received. Yes here in **** we can repossess a car that has not been paid in full and we will if the payment is not received.   

  Customer Answer

  Date: 01/03/2025

  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, reasons for rejection are included below.

  
  

  I have text and video showing the sales persons claims and video of him being deceptive, opening the back lift gate. The switch where he puts his hand is totally missing. There is no way to open the back without a switch.  It is a basic function to put fuel in a vehicle.  The interior release does not open the fuel door.  The attorney I contacted assured me that my stop payment was covered by the Fair Credit Billing Act. He also said any claims of the stop payment being a felony are false.  It is considered a civil matter.  The dealerships text, voice-mail, and phone allegation of a felony may be considered defamatory. I have also contacted the **** Attorney General and filed a complaint.  The repairs are close to twice the amount that was put in dispute to my credit card company.  I will have no recourse against the dealership without the stop payment.  Additionally the dealership is unwilling to come to a reasonable agreement.  They continue to hold my title hostage against **** law.  They have refused to talk until I pay $1000 by cashier's check. If I pay, I will have no recourse to recoup the repair cost associated with defective product they misrepresented. 
  
  
  Regards,
  
  ***** **********
  

  Business Response

  Date: 01/07/2025

  There is no reason to give you title to a car you have not paid for. We have started the Repression action. 

  Customer Answer

  Date: 01/08/2025

  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, reasons for rejection are included below.

  
  

  I have now been able to complete my inspection after having ********* ****** technicians complete a proper inspection. The inspection cost $242.25  Which is NOT included in my final total They have made a list of repairs totaling $2230.46. I am only asking for a total of $1200.39 for the two items that where misrepresent by the Oaks Automotive salesperson. I have video and text showing the dealership claims of "everything works" and the video clearly shows the back liftgate being opened by the salesperson putting his hand where the switch is, and opening the gate. This is physically impossible because the switch is missing. He clearly staged the gate opening. The amount I am requesting is attained as follows. Painted fuel door installed $407.29. Rear door latch and handle assembly installed $633.10.  $160.00 Labor to diagnose rear gate and fuel door. That is a total of $1200.39. I have stopped payment on a total of $1000.00. That leaves a balance of $200.39. I , as of January 8, am demanding, from Oaks Automotive, the title to my vehicle and a check for $200.39 within 30 days or I will retain an attorney and and begin legal action. I will also proceed with legal action against Oaks Automotive for defamation by claiming my wife and I were committing a felony. If Oaks had consulted an attorney, making a stop payment is federally protected by the (FCBA) Fair Credit Billing Act. Oaks has been unwilling to talk about a resolution. The first and last communication was a phone call during which I was repeatedly told I was committing a felony and then the manager hung up on me. I have all video, text and email threads from Oaks to me and me to an attorney.

  
  
  
  Regards,
  
  ***** **********
  

  Business Response

  Date: 01/13/2025

  You will not receive a title and the car is currently out for repossession for nonpayment. Please show your lawyer the as-is document you signed. Also in the state of **** it is a felony to cancel payment after receiving the car. Police Report will be filed. There is zero chance a lawyer will tell you differently. 

  Customer Answer

  Date: 01/15/2025

  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, reasons for rejection are included below.

  
  

  If you claim the vehicle is "as is", and your salesperson sent me a video showing the gate functional, then how would you explain its operation without a functioning switch. Two possibilities. 1. Since you claim in the video that it worked, then I expect the vehicle you deliver has a working tailgate switch. Which it does not.  2. Your salesperson staged the video showing it operational, knowingly trying to deceive the customer.

  
  
  Regards,
  
  ***** **********
  

  Business Response

  Date: 01/21/2025

  As-is

• Initial Complaint

  Date:09/10/2024

  Type:Billing 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 car from this dealer with a $4000.00 cash down payment. My son financed the balance. Before signing, I found that the total financed was double the balance of the car price. I asked Chance T. if warranties were added and stated I didn't want anything. He replied there weren't. My son found "********" with a $2399.00 charge. I asked Chance (now proven dishonest) what it was. He said " a protection package". I told him again that I did not want it and asked it to be removed. Ray Hatter, their mechanic, came over. I said again that I did not want it. He said it could not be removed, that the car had already been "treated", and that the package is added to EVERY car at their dealership. Thinking I had no other option, as I needed a vehicle immediately, I told my son to go ahead and sign the docs. Only then did Ray talk about the package, but told me to wait 8 months to request service, which I believe was to make it appear the issues occurred during my 8 months of driving, instead of the car's current condition. This serves as proof that the car has not been treated. It has hazy headlights, rust on the wheel bolts, and oxidation on all of the chrome trim, none would be present if it were treated. The ******** brochure has no contact info, but I found they are only a detailing product company, in Singapore with no U.S. locations listed. I emailed them with no reply. I contacted Chance, shared all of this, and asked again for the add-on to be removed. He refused to take responsibility. He was dishonest about the add-on they hid in the sale. We discovered it, and I stated 3 times that I did not want it. I only want this dealership to do what is right and remove it and the cost. Ray H***** stated that this package is added on to every vehicle in their lot. They do not verbally inform buyers of it and refuse to remove it when a buyer discovers it and declines. This is a deceptive and unfair business practice, and I ask that Oaks Automotive removes it and the cost.

  Customer Answer

  Date: 09/11/2024

  ***** *****, my son, financed the balance on the vehicle. I initiated the sale, worked with Chancellor T***** (dealer) for about 10 days prior to the sale. Originally, ***** was originally going to be a co-signer, but after the lenders could not access my ******* report (a tech issue with my acct), Chancellor told me the lender suggested that ***** could finance the vehicle himself. I got his consent, and we were able to proceed with the purchase. I was present at the dealership, inspected and test drive the car, made the $4,000 cash down payment, and signed the payment term agreement. ***** was at work, and they sent the docs via esign. He and I called one another along the process and he read all of the line details of the loan to me, which is how we discovered the add-on that The dealer had applied to my sale without my consent. ***** was also on the phone when I asked  Chance what "********" was and then told him that I did not want it. The vehicle is in my possession, I am the only driver, and it is insured by me. I also will be making the payments. I'm currently working with ******* to regain access to my credit file so that ***** and I can refinance the vehicle to take it out of his name. It was only a measure we had to take because of the issue with *******.

  Customer Answer

  Date: 09/13/2024

  Attached is an affidavit of authorization from ***** *****, for ******** ***** to take action against Oaks Automotive.

  Business Response

  Date: 09/16/2024

  We have never sold a car to a customer with this name. 

  Business Response

  Date: 09/16/2024

  Oaks Automotive has never sold this person a car. 

  Customer Answer

  Date: 09/19/2024

  
  ***** *****, my son, financed the balance on the vehicle. I initiated the sale, worked with Chancellor T***** (dealer) for about 10 days prior to the sale. Originally, ***** was originally going to be a co-signer, but after the lenders could not access my ******* report (a tech issue with my acct), Chancellor told me the lender suggested that ***** could finance the vehicle himself. I got his consent, and we were able to proceed with the purchase. I was present at the dealership, inspected and test drive the car, made the $4,000 cash down payment, and signed the payment term agreement. ***** was at work, and they sent the docs via esign. He and I called one another along the process and he read all of the line details of the loan to me, which is how we discovered the add-on that The dealer had applied to my sale without my consent. ***** was also on the phone when I asked  Chance what "********" was and then told him that I did not want it. The vehicle is in my possession, I am the only driver, and it is insured by me. I also will be making the payments. I'm currently working with ******* to regain access to my credit file so that ***** and I can refinance the vehicle to take it out of his name. It was only a measure we had to take because of the issue with *******.

  
  Attached is an affidavit of authorization from ***** *****, for ******** ***** to take action against Oaks Automotive.

  Business Response

  Date: 09/19/2024

  The customer was told about the product before signing. Have video proof of it being explained and the customer walking outside with the finance manager and him showing the customer what is included. The customer agreed, and signed. Nothing will be removed at this point. 

  Customer Answer

  Date: 09/24/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** *****
  

  Customer Answer

  Date: 09/24/2024

  I'm not sure if my clarification is attached, but Oaks Automotive is lying about the sequence of events. This is not a buyers remorse claim. I refused add-ons before I even discovered it myself. I refused the add-on again after I found it on the purchase agreement, (after they lied about it's presence). It was already on my purchase agreement without my knowledge or consent. Ray H***** claimed it could not be removed, which is a violation of FTC rules, and it was only after, I repeat, after they refused to remove it, claiming it could not be removed, did they start telling me about it. This is deceptive, dishonest, and disgraceful. I don't want the add-on, why won't they remove it when I asked three times? Why are they lying about the chain of events? They are pocketing the money from this add-on, they don't want to give it back. This is a horrible business practice that will only stop if they are forced to comply. Please help us, I am only asking them to do what they should have done the moment I declined, which happened twice before signing. I didn't change my mind, I wasn't sold on their explanation. I just needed to replace my engine-blown vehicle, and I wanted to replace it with the same one (H2) Please do not allow them to take advantage of and deceive their customers again.

  Business Response

  Date: 09/27/2024

  The customer was told about the product before signing. Have video proof of it being explained and the customer walking outside with the finance manager and him showing the customer what is included. The customer agreed, and signed. Nothing will be removed at this point. 

  Business Response

  Date: 09/30/2024

  Yes we told the customer it was optional. Buyer said in their own words "sell" me on the product. The finance manager explained it. The buyer then had him walk her outside and show her what would be covered. He walked the buyer outside explained the product. Then the buyer signed. All on camera. 

  Customer Answer

  Date: 09/30/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ******** *****
  

  Customer Answer

  Date: 10/01/2024

  The reason my complaint against Oaks Automotive is not resolved is simple; they have yet to remove or cancel the add-on they illegally included in my auto purchase. 

  Instead, they have done nothing but lie, slander, and mock both myself, as their customer, and the Better Business Bureau, an agency they clearly have no respect for, as they have responded to each request from the agency with a slew of lies, false allegations, and groundless claims. They think of both myself and the BBB as a joke. This is obviously fun for them.

  The only way this matter can possibly be resolved is for Oaks Automotive to cancel and remove the add-on "********" from my purchase. During the sale when I discovered the add-on, I refused it three times. Ray H***** claimed it could not be removed when I declined it the third time. They lied about this and took away my right to refuse the add-on, suggesting that it was mandatory.

  Fortunately, in their most recent response, while full of more lies and false accusations against me, had one sliver of truth: they finally admitted that the add-on was indeed optional, which means it was never mandatory as they insisted and led me to believe, and should have been removed immediately when I declined it. The claim that I told them to "sell" me on it is a lie and a disgraceful tactic that insults me to my core, a customer that trusted them to live up to just the most basic of business ethics: honesty, integrity, and transparency.

  I have attached my detailed response again. Oaks Automotive, in admitting the add-on was optional, must now remove it from the  purchase agreement. My response attached includes a formal decline and refusal of the add-on "********" that the dealership must receive and comply with based on the FTC rules and based on confirmation from Park National Bank that it was optional and that they, Oaks Automotive, only need to contact them to remove it. 

  The only way Oaks Automotive can make this right is to remove the add-on and its cost from the purchase agreement as they should have when I declined it. They added it illegally and misled me into believing it could not be removed. The FTC calls this act fraud.

  Please make certain they receive the full statement I attached above. They must read it and come to the realization that this is not a game and they are trampling over people's lives, health, and well being when they defraud them, lie on them, and mock them, motivated by nothing but greed.

  To even be remotely in compliance with Federal Trade Commission rules and the Better Business Bureau's guidelines, they must remove and cancel this add-on. 

  Business Response

  Date: 10/10/2024

  We have offered to cancel this product. Notified the customer, that they would have to come to the dealership to sign paperwork. They have not came.  

  Customer Answer

  Date: 10/10/2024

  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. 

  Please note that the dealership refused to inform us of the reason we were being asked to come, and refused to confirm if it was in fact to re-sign new paperwork with the cancelled add-on. I had already provided the agent with screenshots of the text conversation as proof. Because of what has been witnessed from the dealership during this case, I want it on record and want Oaks Automotive to confirm and agree that they are prepared to unconditionally cancel the add-on without making it conditional on my son or I doing, signing, or agreeing to anything for them to cancel the add-on, and that no additional charges will be assessed to the purchase agreement; that this is purely and cancellation of the add-on. Please ask the dealership to confirm this with the agent in writing. We will schedule a meeting time with the dealership. Thank you BBB.

  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:06/17/2024

  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.

  *More details can be explained later but here is the gist... Primarily tires were unsafe to drive on and all failed an inspection and one was ready to burst. The car was declared unsafe to drive, had multiple recalls - one of which had my oil pan full of leaked oil and an alternator that was damaged. The underneath of the car was corroded and rusted badly and the rust went through to the frame and the car has been declared unfixable by ******* dealers - yes i took it to two dealers, just in case and as a result, ****** Motors USA has also declared it unfixable. The car that was sold to me is unmarketable and unsafe and un-usable. I called and left several messages to Mr. Oaks regarding this and asking for a call back. I received no call backs. I also sent several emails and none were answered. One mechanic told me that the gas tank hanger was broken and barely holding up the gas tank. I have invoices for all of the other things what were wrong and that I had to have fixed prior to the inspection and I have that information if it is needed.

  Business Response

  Date: 06/21/2024

  The suv was sold as is. We are not responsible for open recalls. The car that *** ***** sold to us has a bad engine. 

  Business Response

  Date: 06/24/2024

  Yes, I have spoke with ***** many many times. Unfortunately i cannot speak to her every time she calls. However i have emailed, called, accepted numerous calls. ***** just wants a different answer. She has stated herself " The best way to get the result you want is to be so persistent they get tired of hearing from you."  

  Customer Answer

  Date: 06/25/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** *****
  

  Customer Answer

  Date: 07/01/2024

  Regarding the automobiles issues. I recall calling and speaking to Mr. Oaks once back in the early part of the year. I can obtain phone records if the exact date is needed. This was regarding the tires. Regarding the other conditions of the car. I called back numerous times and he was unavailable, and I left a message for him to contact me. He did not contact me back. it was said that he contacted me back, he did not.  it was said that we spoke numerous times; we did not. It was also said that I received response emails from Mr. Oaks to address I did not. 
  
  So his remarks are not welcome nor accepted by me. I have tried to do what the experts have told me to do. Resolution with the automobile dealer. And as that has not occurred, I finally contacted the better business bureau. 
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 07/01/2024

  Oaks Automotive is firm on our decision. The car is as is. If *** ***** would like her ********** back we will give it back to her for FREE with the blown motor that was hidden from us with JB weld.  

  Customer Answer

  Date: 07/23/2024

  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, reasons for rejection are included below.

  I am sorry that Mr. Oaks is taking offense at any reference to the car that was sold to me being unsafe and unmarketable. And his remarks make me think that he has me confused with another customer. I am also sorry that he believes that I committed a fraudulent activity in giving them my SUV. Especially since I did not need to give it to them in order to purchase the Santa Fe.

  Fact: There were three of us there speaking to his sales person and then to his mechanics.   Everyone was told that the Very Reason that I was in his dealership was because my car was not working properly, as it kept cutting off, using up oil, and blowing smoke. And that driving over 400 miles home, through the mountains, was not an option that I wanted to chance. 

  Fact: I am not a mechanic and I do not even know what jb weld is. No one put that substance in the car. I would know as I would have been charged for it. 

  I was happy at the end of the sales process when they decided to give me 1000 to use as a trade in on their 7000.00 plus vehicle.  *I did not have to use the cars trade in in purchasing the ***** **. as my soon to be mother in law let me borrow the money. 

  I'm concerned as each response from the dealership has been to call me a liar and to say unkind and untrue remarks about me and accuse me of a criminal act.- Fraud. Mr Oaks has spoken to me maybe two times by phone in the entire time that I have owned the car. 

  Messages were left. I have the emails and the phone records of every time I called and every call back.

  The claim that I committed fraud upon his dealership is a serious claim and I'm sorry that he feels that way as my intent was to just purchase a car to get home that was safe and reliable. 

   

  Regards,
  
  ***** *****
  

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ***** *****

• Initial Complaint

  Date:06/14/2024

  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 went to Oaks automotive at the end of April looking for a used vehicle. I worked with Daniel, but Jesse, the manager, also told me about some vehicles. The vehicle I settled on was a *** ********* ****. I was assured that they had checked the vehicle and there was nothing wrong with it, and it was a good buy. I paid cash for it and they offered a 90 day warranty, assuring me that that should cover any issues I may have, but they didn’t expect me to have any. I took them at their word and signed, and as is agreement. When I was driving home, I noticed a rubbing/thumping noise coming from the tire region. I did email them about this issue the following day the air conditioning went out and then a day later, my car would not start without jumping it. I contacted them again and someone text me back, and we arranged for them to look at the car that Thursday (I got the car on the previous Saturday). When I took it in, I was there for a few hours, and they discovered that the air compressor needed replaced for the air conditioning, but they could not figure out what was wrong with the other issues. I live about an hour from the dealership, but didn’t want to drive my car back home until it was fixed, due to the issues. I asked if I could get a loaner until they figured things out, but they said that I live too far away. I had to pay approximately $500 for a rental car for a week so that I could get back home and get to work because I work two jobs. After they had my car for a few days, they said the battery was bad so they fix the starting issue, but they didn’t hear any rubbing noises. I saw heard the noise when taking it home, spoke with Daniel and he said the warranty should cover repairs from another mechanic. Got a quote over $450, warranty wouldn’t cover it, spoke with Tommy, sent invoice to Jesse’s email, called 2 days later. Jesse wouldn’t get on the phone and said they put enough into the car. Tommy said I signed as is so they weren’t doing anything else.

  Business Response

  Date: 06/17/2024

  The suv was as is and we still were nice enough to replace the battery and ac compressor after purchase. Unfortunately you did buy a used car and at this point the car belongs to you. It is almost 10 years old. 

  Customer Answer

  Date: 06/20/2024

  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, reasons for rejection are included below.
  
  I did buy the car as is, but only because the dealership said they had checked it out and found nothing wrong. Also, they said they would supply a 90 day warranty. But as soon as I was driving it home, the very day I bought it, I noticed the noise that is because of the repairs needed still. Then, I had more issues in the following days, immediately following the purchase. I was willing to drive the car back to them, nearly an hour away, to have them figure out the issues. I gave them plenty of opportunity to do the right thing. They only fixed part of the problem. They sold me a car that had several issues and won’t make it right. This is dishonest and an obvious case of taking advantage of a trusting consumer. 
  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 06/21/2024

  We made repairs when we weren’t obligated to. 

  Customer Answer

  Date: 07/01/2024

  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, reasons for rejection are included below.

  I fully understand that I signed an as is. I understand the car is used. I don’t know how a business can, in good conscience, sell a vehicle with so many issues and simply not care. I trusted the people there and took them at their word, but obviously that was wrong  I have had a second mechanic check the vehicle to be sure the first one was correct and they were. I paid $9000 for a broken car. I lost time off at work to drive back and forth to the dealer to have the car looked at and repaired, on top of money for a rental car while they had my car. Then it wasn’t even fully repaired so now I will have to put another $1200-$1400 into it. I just want someone to admit this is poor customer service and poor business in general, but they obviously will not do that.

  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 07/15/2024

  Customer service was great. We fixed issues with your car. We feel like we offered a great experience 

• Initial Complaint

  Date:05/30/2024

  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.

  On 2/24 purchased car at Oak Automotive warranty from Integrity. 2/25& emailed Ray at oaks Automotive to cancel the warranty which since we were told when signed as long as it within 30 can cancel without penalty. 3/12-Called Oaks Automotive to get status on cancellation Ray advise waiting on check. Also emailed to get something in writing to confirm cancellation, no response from Oaks Automotive. 4/30- called Oaks left message,no response then called warranty to get status they stated no one from Oaks Automotive called to put in cancellation request. They stated I could start process so I filled out cancellation form and provided proof of my email to Oaks on 2/25 of cancellation. ********* emailed back same day that refund was due back to me in full and will send check 5/10. 5-24 emailed and called Oaks Automotive 9:36 am with status of check was put on hold then was hung up on. Called back later around 3 pm. Was advised to leave message and Ray will call back. 5-28 since no response emailed Ray and Cc'd ********* for update on check. ********* replied stating check cleared on 5/21. Immediately I called Oak Automotive and asked to speak to Ray. They put Alaina on phone she stated they were going to give me check $2005.00. Asked to speak to Ray. He got on phone with attitude stating that is all I'm giving you. I told him there is email from ********* to give full refund due to cancelling with 30 day timeframe. Then he says fine your not getting any of it until you apologize I asked for what asking for a full refund that I'm entitled for and he hung up on me. 5/29- emailed ********* and asked if they're were any fees that would make refund not be in full amount Michelle from ********* stated dealership should honor full refund. I forwarded the email to Ray and Alaina and no response.

  Business Response

  Date: 06/03/2024

  Unfortunately there is a cancellation fee here at Oaks automotive. Ray asked for an apology if you wanted to keep speaking to him for you cursing him out. Might want to add all details not pick and choose. 

  Business Response

  Date: 06/07/2024

  The refund the customer is owed by Oaks Auto has been sent. 

  Customer Answer

  Date: 06/12/2024

  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, reasons for rejection are included below.

  I provided screenshot of transactions on loan for ******** **** and not showing $2500.00 credit to account as of 6/12/24.
  
  Regards,
  
  ***** *****
  

  Business Response

  Date: 06/12/2024

  Sorry you reject this.

  Customer Answer

  Date: 06/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and checked my bank and finally after 4 months of no response from Oaks Automotive received $2500.00. Thank you BBB for helping with this situation.
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:03/19/2024

  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.

  Hello on 3/9 I went to check out a vehicle at oaks automotive, I signed papers i never took the vehicle off ther property, on 3/11 I called them to tell them im not interested in vehicle anymore I felt like it was overpriced high mileage they said ok we will not give you back your down payment, on 3/12 I talk to my bank because I wanted to find a better vehicle with better mileage and pay they found me one , I test drove the vehicle I like it it was perfect and it was in my price range, I went inside my email I received a email from my bank to ok the transaction I press confirmed but after I pressed confirm I realize it was for the wrong vehicle, I called the dealership and asked if they can revise the check because I made a mistake they said no they wasn’t , the vehicle is still in ther possession I never took the vehicle off ther property,

  Business Response

  Date: 03/30/2024

  Unfortunately all of this is a lie. 

  Business Response

  Date: 04/02/2024

  The customer came in to inspect the car. The inspection passed. She put a deposit down on the car after filling out a credit application we told her everything she will need to acquire the loan. The following day she returned with everything she needed, signed the paper work and left in the ****. She returned the **** the next day before we opened and stated she found a better deal and would like to cancel the paper work. We told her unfortunately that’s not possible. The **** sat at our lot a few extra days we came in to see the **** gone. We called her she didn’t answer we drove passed her residence to make sure she had the **** and it was in her driveway 

  Customer Answer

  Date: 04/02/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:02/07/2024

  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 am going to preface this by saying get an inspection before you buy a used car. I didn't and oaks automotive took advantage of that fact by selling me a car with a rusted unsafe frame. I have contacted the business to try to resolve this and have not received a call back it's been over 48 hours.The vehicle they sold me should not of rolled off their lot according to the two mechanics I took it to after purchase. I reiterate the vehicle is unsafe to drive and should not of been sold. If the owner responds to this it will probably be a personal attack against me as seems to be his mo. Avoid doing business with them I know I will in the future. I tried to talk to Jesse about this he took it as a threat on a recorded line.

  Business Response

  Date: 02/07/2024

  This is completely untrue. 

  Customer Answer

  Date: 02/07/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ******
  

  Customer Answer

  Date: 02/08/2024

  The vehicle in question is a **** **** ****** ***. Attached is the inspection report from ********* ****. When I contacted Jesse about this he claimed that the dealership had some sort of issue with him personally and that they would automatically say this about any car over 20 years old. I do not believe this to be the case. I also had the vehicle inspected by a 3rd party mechanic at my residence at my expense as he said I should. That mechanic said the same thing. He told me his schedule to contact him during the week. I did contact him during the times he told me he would be at the dealership I left a message monday after 130 for him to call me. I then tried calling him multiple times on Wednesday.During the first Wednesday call I expressed my frustration at the situation and said I would just leave a review if this does not get fixed. This prompted the shortest conversation with the owner to date.  All these times are recorded along with the calls them selves as our first on the phone conversation I realized I was on a recorded line. He did not make me aware of this fact. I don't know how this business has such a high rating if this is how they treat their customers.

  Business Response

  Date: 02/09/2024

  We have a high rating due to us selling good cars. This claim is false. 

  Customer Answer

  Date: 02/09/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ******
  

  Customer Answer

  Date: 02/10/2024

  They just keep saying they sell safe used cars. They sold an unsafe used car to me. They then refused to return my calls unless I posted reviews of my experience. Just saying you sell safe cars does not make it true.

  Business Response

  Date: 02/12/2024

  We have answered your calls. And I have directly spoke to you. Unfortunately you just didn’t like what was told to you. 

  Customer Answer

  Date: 02/12/2024

  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, reasons for rejection are included below.
  
  Regards,
  
  *** ******
  

• Initial Complaint

  Date:02/04/2024

  Type:Billing 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 from them for an agreed upon price of $8995 afterwards I read the paperwork (which was never shown to me) which includes the actual price I paid prior to taxes or any other expenses and it was $12995. Any of the online documents that I signed that did show the actual price was on an ****. While signing these the manager of the establishment would take the I pad and zoom in to where you could only see the box where you sign and no other part of the document. In addition to this there was another document for sentinel vehicle appearance protection which was a $399 charge that I was never made aware of and my name was forged on the document for it.

  Business Response

  Date: 02/06/2024

  Unfortunately this is completely untrue.  

  Customer Answer

  Date: 02/07/2024

  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, reasons for rejection are included below.
  
  What exactly are you saying is untrue? In regard to the forging of my signature, I have attached two photos above one with the forgery and the other with my real signature. There is a clear discrepancy between the two given that I was never taught cursive in school. In relation to the claim of a discrepancy in price between what was paid and what the asking price was I feel as though l've been robbed. When I walked into the dealership we asked about the truck and how much the asking price was. Me and my father were told $8995. At no point during any discussions were we told that price had changed nor would there have been any reason for that price to change
  Regards,
  
  **** *******
  

  Business Response

  Date: 02/19/2024

  First you said you didn't read the contract before signing, now that we forged your signature. If you signed without reading why would we need to forge your signature? like stated above. Untrue

• Initial Complaint

  Date:12/18/2023

  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.

  We went in to purchase a car for our daughter on 11/29/23. We test drove it and we felt that something might be wrong with the transmission. The dealer we were working with raved about how all vehicles are inspected before they’re bought at auction and that they drive them back, but that he would have his mechanic take it out and see if he could replicate what we thought we might be feeling. He said there were no error codes on the engine and that he couldn’t hear the noise that we thought we heard - but that he talked to his boss and said they would give us a free 3 month warranty on the vehicle that covered the transmission on them in case they missed something. Boy did they ever! Our mechanic found that there is metal in the transmission and it needs replacement. The dealership told me they would call and speak to the warranty company or the adjuster when I spoke to him last - but now the dealership is not returning our phone calls. This vehicle was sold in really bad faith and we’re being told by our attorney that they’re committing insurance fraud by selling a knowingly bad vehicle with a warranty to back it that is refusing the claim. We just want the transmission fixed like they said it would be if there was an issue.

  Business Response

  Date: 12/20/2023

  Unfortunately key details of this story are missing. On a recorded line you admitted when you dropped it off to your trusted mechanic that he also agreed that there was zero stored codes or codes being thrown due to transmission. This means we didn't know of any transmission issues. Also on the recorded line you said the next step of the warranty claim was that the mechanic was going to investigate more by dropping the transmission pan. Unfortunately no normal used car inspection is it normal for us to drop the transmission pan to inspect a car.  We are sorry you are experiencing issues with your car but we would never drop the pan on a car just to inspect it. 

• Initial Complaint

  Date:11/27/2023

  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.

  Please find attached letter which describes the situation I encountered with Oaks Automotive from November 17 to 20, 2023. I have also included a copy of my email communication and a copy of the ****** report and **** *********** technician report.

  Business Response

  Date: 11/27/2023

  Car was inspected at our dealership. We used **** *********** for tires and tires only. We agreed to fix the **** ***** brakes as a good will. Unfortunately the customer arrived with a horrible attitude so at the time I refused service. No refund will be awarded.