Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  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.

  Do NOT buy a car from this place! I made the mistake of purchasing a so-called "luxury" car here because it had decent mileage and was listed as certified pre-owned. That label immediately caught my attention, but little did I know I was walking into a nightmare.The same day I drove it off the lot, I started having issues. When I took it to ***, I found out the car had multiple safety problems and the car was not certified pre-owned. I went back to this shady dealership over *eight times*, and they only agreed to fix anything after I threatened to report them to the BBB. And guess what? I *still* smell burning rubber, even though they claim they "fixed" ****** drove the entire winter with no heat because they refused to pay *** the money to fix it. My salesman, ******* who was all smiles during the sale, completely ghosted me once I started bringing up the issues with the car. At one point, he even met me at the Panera Bread next door, acting like he was going to help, but in the end, I had to find a ******* video to clear a hazard warning myself! Then, he had the audacity to tell me $1,500 wasnt enough for the caruntil I called USAA right in front of him and got approved for $40K. Suddenly, they were willing to accept my $1,500, but by then, I had already decided to go with my USAA *********** make things worse, the car was FILTHY when I got it, reeking like something *died* inside. My boyfriend had to take it straight to a car wash that night. And lets not forgetI bought this car in *October 2024*, and I *still* dont have my plates, even though they promised to have them sent there.I would like the this scam company to pay *** to fix my heat and correct the burning rubber smell the car gives when driving longer distance. Because I do not trust them. If you do your research, youll see this place has changed its name multiple times due to shady business practices. This is nothing more than Matildas dads junkyard. Stay FAR away!

  Business Response

  Date: 04/02/2025

  Can you please provide the *** for this vehicle? I am not finding a *** sold to a ****** *****.

  Customer Answer

  Date: 04/03/2025

  5UXXW3C55FOM89038

  Customer Answer

  Date: 04/03/2025

  
   Complaint: 23148349
  
  I am rejecting this response because:
  
  5UXXW3C55FOM89038
  

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

  
  

  Business Response

  Date: 04/03/2025

  I spoke with the title clerk and the reason you did not get plates is because we needed insurance in ********* name who is the person who bought this car not ******. With several phones and attempts to get this we were forced to apply for a title only given we did not have the correct insurance to get registration plates for the vehicle. A check was cut and received by you in the amount of $348.13 # ***** dated 12/17/24 for the registration fees we had collected but could no longer do. 

  As for the vehicle issues, our service manager would be happy to discuss further with you about the issues you are having. You can call the dealership and ask for ****** at your earliest convivence. 

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a used car off this company in the end of December 2024. Not even 3 months later the car is broken down and cant be driven. The warranty that was so called so good to have doesnt even cover half of the repairs. I financed this vehicle for over $20,000 for the vehicle to work, not break down in less than 3 months. Ive contacted the finance company to let them know as well.

  Business Response

  Date: 03/18/2025

  Without the full VIN I can not be sure I am looking at the correct record. However what I see for a ****** ******* in Dec 2024 shows no warranty was purchased. Only gap coverage which is only for if the vehicle is totaled. We do offer a 1 month or ***** mile warranty on all vehicles, but at this time would be expired. Can you please further explain the issues you are having, how many miles does the vehicle have now?

  Customer Answer

  Date: 03/28/2025

  Here is the flywheel that was broken. The certified mechanic I had taken out.  

• Initial Complaint

  Date:01/14/2025

  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.

  Compr un vehculo el 8 de octubre 2024 y desde que lo compre es tenido que llevarlo de regreso al dealer por falla mecnica, la primera vez se me apag el 23 diciembre 2024 un mecnico lo reviso y diagnstico el carro suspect stop leak may hace been added to the system . Tuve que pagar grua el dealer lo revise, Star automall supuestamente lo arreglo otra vez se dano el 11 enero 2025, Star automall no quiero arreglar oh solucionar el problema, por favor si me puedes ayudar soy madre soltera luchando para sacar mis hijos adelante,el carro es mi forma de transporte, el manager no ah querido darme la **** oh solucionar. Creo que es por lo que soy hispana y mujer que ciento discriminacin hacia Ami.

  Translated:

  I bought a vehicle on October 8, 2024 and since I bought it I have to take it back to the dealer due to mechanical failure, the first time it turned off on December 23, 2024 a mechanic checked it and diagnosed the car suspect stop leak may have been added to the system . I had to pay tow the dealer checked it, Star automall supposedly fixed it again it was damaged on January 11, 2025, Star automall I don't want to fix oh solve the problem, please if you can help me I am a single mother struggling to get my children ahead, the car is my form of transportation, the manager did not ah want to give me his face oh solve. I think that's why I'm Hispanic and a woman who discriminates against Ami.
   
  

  Business Response

  Date: 02/13/2025

  We offer a 1 month 1000 mile warranty. When the car was brought to us on 1/6/25 it was already 3 months later and they had put ***** miles on it already. As a courtesy we checked over the vehicle and the following was noted. 
  
  TECH PERFORMED DIAG BY DOING MULTIPLE TEST BUT FOUND NO
  LEAKS IN COOLING SYSTEM. TECH PRESSURE TESTED COOLING SYSTEM
  
  The customer chose not to purchase an extended warranty. At this time there is nothing more we can do. 
  
  
  --
  ******* ****
  Director of Operations
  Star Auto Mall

• Initial Complaint

  Date:12/04/2024

  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.

  On September 24th, I paid Star Auto Mall, ***********************************, DBA as *************, the sum of $3,499 for a Service Contract covering a ***** XC60 as part of a purchase agreement. Not more than one week later, I requested a representative at Raj to cancel the contract.After urging me to reconsider, that representative agreed to cancel and explained that I would receive a refund of that amount. I do not have a copy of that cancellation, if it was indeed *********** of December 4, 2024, I have not received that refund nor received any further communication with an update on the refund

  Business Response

  Date: 12/11/2024

  The service contract was canceled and a check was sent to ***********. The refund goes to *********** because there is still an active lien and the monies that was used to pay for the service contract was financed therefore all refunds must go back to the bank. It was cut on 11/27/24 and has since cleared out bank. If he checks his principal balance with *********** he will find it has been applied. Thank you!

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle on August 16th it is now October 14th and I still don't have that vehicle. The first car that I had purchased was a Buick encore and there was problems with it so it was returned and I got a **** edge. The check engine light came on the **** so I took it back because I have a warranty on it and got it back from them a few days later same problem they didn't fix it. I got four different loaners from the car dealer and every car that they gave me as a loaner I had to return because the check engine light came on there was a different problem with everyone. My **** is still at the shop I'm getting a runaround and I don't know what to do. I want to cancel my loan but can't because it will be bad on my credit but I don't want to keep on having vehicles that I cannot drive. I was told that I'm driving my vehicles too much that's why the check engine lights coming on that's ridiculous.

  Business Response

  Date: 11/20/2024

  I checked with the manager and he stated we did repair her vehicle and we replaced her fuel and water pump. She picked up her vehicle already and everything seems to be good and in order. Any other questions please let me know. 

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2021 ****** Murano from Star Auto Mall 512 on August 8th, 2023. I was persuaded to buy this vehicle by a promise that the dent on the hood would be repaired by the service department with Star Auto Mall 512. I was told that service would reach out to me. I was provided a "We OWE" document which shows the work as promised within 30 days of issuance. I've attached a scan of this document for reference. I was contacted by Star's dent repair person. I have all text communication with this person and our communication took place well within the 30 days threshold listed on the "WE OWE" document. The repair man was not able to follow through with any of his appointments to repair the dent. I had also reached out directly to my salesmen, ***********************, who had expressed there was an internal miscommunication where Star already paid their dent repair guy for the dent work. However, the repair was never completed. The dent repair man eventually stopped responding to me, and so did ***********, ******. I've sent several emails to ******, spoken to him on the phone as well as sent him photo text messages of the dent that he requested from me. I would not have bought the car without the promise of the dent being repaired. This repair could have been fulfilled but instead was pushed out past the 30 days threshold through zero fault of my own as I was mostly available when requested, but for whatever reason was cancelled or pushed out by Star Auto Mall/their dent repair service. I have records of all communication with all parties mentioned. I am simply looking to have my dent repaired as originally promised to me back in August of 2023.

  Business Response

  Date: 03/07/2024

  We apologize for the delay in getting ***********. Rest assured we will take care of it as promised. The independant contractor (dent remover) had passed away, of which we did not have knowledge of until we received your letter. We are in the process of securing another contractor and Mr *** Craig9one of the managers) will be contacting you to get this remidiated as soon as possible

• Initial Complaint

  Date:12/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -I bought the car September 16th of 2023.-I was not told the full story of the car. -They lied about the damage.-Now my car is sitting at ***** tire and i cannot drive away with it because it is a liability. I attached a pdf file of the whole story of what has happened. Please help.

  Business Response

  Date: 12/18/2023

  Attached are copies of the ****** and **** ***** both parties of the transaction signed, so we know they saw that the vehicle had structural damage. The Carfax shows 3 previous accidents, so I'm not sure why the customer claims to not be aware of this. The vehicle was sold with a 30day 1,000 mile powertrain warranty. The customer was offered and signed a disclosure statement choosing not to purchase an extended warranty. When ****************** mother spoke to the general manager about the issues, she told him that her daughter hit a pot hole. Pot holes can cause the damages to the struts and control arms. A claim could have been made to the city/town where the pot hole was and she may have gotten some restitution. Her letter indicates that her estimate was $2050.00 however, the copy she furnished to the Atty General's office was approximately $1300.00. I called ***** and the vehicle is still there. The manager said it is drivable but it will give excessive wear to the tire. If the customer wants to get the vehicle to our repair shop, as a goodwill gesture,  we would replace the control arm and struts for the internal pricing rates as opposed to retail rates. This may save her some cost.

  Customer Answer

  Date: 12/19/2023

  When ***** initially had told us what was wrong with the car they said it is a liability for them to let me drive the car off the lot. They said they have to fix it or we have to tow it. They also said whether I got 50 potholes it would have not done what is wrong with the car. The cost they the told me over the phone of $2,050 was the estimated price he game me when they initially first called me. That was including the tires also Im guessing. They sold me a car not telling me it was in a accident with another vehicle with the front impacted. The sales man told me it was hood damage and couldve been as little as a chip of paint. When I look through bbb other complaints with this business it looks like there was another complaint with this salesman. And not this salesman pervas does not work there anymore. When we first told star auto mall what was going on **** who works there had said they would pay ***** tire to fix my vehicle or they would tow it and fix it with no cost. 

• Initial Complaint

  Date:11/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm a senior on disability. I saw the advertisement for 11557. Went to Philly from NJ to see. They kept me forever. I was very tired and wanted to go. I signed papers. As soon as I left, the office was gone. As I drove back to NJ, the check engine and traction lights went on and never turned off, even though I hit the off button. I suffer from anxiety under doctors assistance, now I'm freaking out because this is a dangerous weapon with safety issues. They have on paper what they'll fix but won't answer my calls for the broken struts. My mechanic has the info. One is suppose to change them 50 to 75000 mls. It has 60,000 and more now as I had go back for other things because the service dealer said they get parts the same day, then says they have to order parts. They are liars and bbbpa needs to check them. 60,000 is OK as it is a 2017 500x I don't drive as much. It's a long drive and they know it. Your reports on them are true and they're doing the same as the report on 4/2023.!!!! What the..... Why are they still doing this!!!!

  Business Response

  Date: 11/17/2023

  ***************************,

  We are in receipt of the matter regarding ***************************.
  Please be advised that Star Auto Mall provided a 30 day powertrain warranty on the vehicle. A powertrain warranty does not include struts.
  **************** also purchased an extended warranty from Star Auto Mall whose terms and coverage is dictated by a third party. Star Auto Mall is not able to "pick and choose" what items are included or eliminated from any outside warranty companies coverages.
  Typically if struts are bad, it is fairly easy to ascertain a drivability issue during a test drive prior to finalizing a purchase. Furthermore, the vehicle was pre-delivery inspected by mechanics at our facility.
  There is a possibility it was missed during the inspection and we are willing to have **************** bring the vehicle to us to verify her mechanics diagnosis. She may do this at her convenience by calling the dealership for an appointment.
  If we determine the struts need to be changed, we will replace them and charge our internal pricing as opposed to retail pricing, if she authorizes the work to be done. This should be a substantial savings to ***************************
  Should you require additional information, please contact us.
  Thank you

  Above is my response to the Attorney General regarding ****************************** complaint.

  I might add that we are in Bethlehem, Pa not Philly.
  
  --
  *********************
  Director of Operations

• Initial Complaint

  Date:10/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2020 ***** ****** from Star Auto Mall the end of April of 2023. I have had to have my car towed to them three times. This car shuts off mid drive and the brakes lock up. I have asked them to take the car back because it is unsafe and they refuse. This car is unsafe to drive. Whenever I ask to speak to the owner I am told I would never speak to the owner. I have two younger children and this car is unsafe and they refuse to give me another car. The only excuse I received is that they only sell cars after the mechanic says it is OK to sell. This is unacceptable and this car is unsafe. I know I keep saying unsafe, and that's because it is. There is no reason I am paying a car payment for a car that is unsafe. Yes, I have warranty but I should not have to have my car taken back to the dealership what seems to feel like every 45 days. I've had the car five months and I had to take my car back 4 times. I would like an exchange.

  Business Response

  Date: 11/09/2023

  **. ******** has returned the vehicle for issues in May, June and August. None of those returns were for her current complaint of the vehicle shutting off. At one of the returns we sent the vehicle to the ********* dealer. She did purchase an extended warranty which will cover various items, but not all. We did attempt to trade her vehicle, however, we couldn't make the financing acceptable. She has driven the vehicle 11,000 miles in 6 months-almost the average annual mileage for most drivers. At the last return, it was diagnosed that the shut off battery needs to be replaced and recommended the regular battery be replaced at the same time. She was given a price of approximately $475. Batteries are not covered under any warranties, as they are considered normal wear items. She refused to pay to have them replaced. As a goodwill gesture, we will reduce the cost to replace them to $350, which is our cost of parts and no labor charges. 

• Initial Complaint

  Date:10/18/2023

  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.

  On Tuesday October 10th, my wife and I purchased a 2017 ****** ****. It was described as in good condition with no maintenance issues. When I bought the car, it was not fully charged at the dealer so I didn't see how bad the battery capacity was. On a vehicle that has a 107 mile range, I was down to 55 miles in the city about like 30 on the highway (7/12 battery bars). Shortly after I got home, a warning light appeared on my dash as well like the computer has been cleared before I bought the car to cover an existing issue. I looked into things and figured out that I might be eligible for a new battery under ******s warranty. I looped in Star Auto Mall into this and let them know I was following up with ****** but that I wanted to know how these cases are typically dealt with in case the battery wasnt eligible for warranty. I also said that I shouldnt have been sold a car with such a poor battery without being told. They refused to answer, curtly told me to go to ****** and call them back once I had done so. I was then hung up on. ****** just finished looking at my car. The battery was fine but I was seeing decreased range due to a power converter failure. The repair would cost over 5k and the mechanic told me that it wasnt worth it for my car. He also let me know that this was likely the reason why the car was traded in. I tried contacting Star Auto Mall and they kept transferring me and refusing to even brainstorm ways to come up with a resolution. No one even apologized for selling me a car in such poor condition. I called back for the third time today and have been on hold for over an hour so far.

  Business Response

  Date: 10/23/2023

  We were understanding that we would look at the vehicle in our shop and repair, replace or trade the vehicle. We were going to send someone to pick it up in Philadelphia. **************************, the manager, was working on this and has been on vacation, so that may be why there was difficulty in telephone connections. Please have the customer contact us to make these arrangements.

  Business Response

  Date: 10/23/2023

  We were understanding that we would look at the vehicle in our shop and repair, replace or trade the vehicle. We were going to send someone to pick it up in Philadelphia. *** ***********, the manager, was working on this and has been on vacation, so that may  be why there was difficulty in telephone connections. Please have the customer contact us to make these arrangements.

  Customer Answer

  Date: 10/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  I first want to start off my saying that to Star Auto Mall's credit they have picked up my car for repairs. However, they continued to dodge our calls until picking up our vehicle a few days ago. In the approximate week since Star Auto Mall's message on BBB, they had not coordinated pick up of our car to make repairs. Instead they just showed up at our house completely unannounced, right when we were about to leave for plans. 

  On pick up, I reiterated that the repairs should be done at a mechanic that is EV certified so that the repairs would not void ******** battery warranty; however, I have just found out that the repairs are being done at a shop that does not have a single EV certified mechanic on their staff.

  I would have appreciated some level of consistent communication throughout this process. Even if Star Auto Mall's staff could not take our calls in a given moment I would have been happy to receive text updates as information became available instead of very little communication and someone showing up to our house at random to take our car.

  We hope this matter will get resolved soon, and we will update BBB as soon as it is.

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

  Customer Answer

  Date: 11/01/2023

  Hello. Thank you for you help with all this. I wanted to add a bit more information. Since our response to the complaint, we have not heard anything from Star Auto Mall when we requested a timeframe and update on the repairs. They have ignored text messages, put us on hold on the phone only to hang up on us, or tell us that they are forwarding a message to another person and they will call us back. Although we have promised call backs several times during the last three weeks, the amount of times we actually received a call back was fairly limited. We only call or text every few days to be respectful and allow them time to get additional information, etc. I called the repair shop today to get a timeline on the repairs today as Star Auto Mall was not ignoring my calls. The repair shop told us that they can't even begin to make repairs because Star Auto Mall didn't provide the repair shop with a charger. They said they had been in touch with Star Auto Mall about this but had not received it. I called Star Auto Mall after to request that they deliver a charger to the repair shop or take the car to a nearby DC fast charger to give it enough battery for the repairs. Had Star Auto Mall communicated when they were going to pick up my car, I would have made sure it was fully charged as a courtesy. I should mention, at this point I can only charge via public chargers because Star Auto Mall has not provided me with a residential level 1 charger yet and has not been able to provide me with a timeline for when I should receive one despite agreeing to order one for us several weeks ago.

  Not having a car or having any idea when I will get my car back has made it very difficult. I don't live in the safest neighborhood meaning walking places is not always the smartest thing to do. It is also getting quite cold. Public transit is more expensive than driving my car in my city which makes that difficult as well. This has been affecting our ability to get groceries, medicine, etc. At the very least, having a timeline for the repairs would help me plan ahead and do my best to mitigate these factors.

  Over all, this process has been very stressful due to a lack of communication. We have been trying to resolve this matter in good faith through consistent and respectful communication. The same has not been returned to us which is saddening.

  Business Response

  Date: 11/28/2023

  As of this date, I have been informed that we have bought back the vehicle from the claimant. There should be no other issues. Thank you