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:04/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2/4/2025 we purchased a 2018 ****** Outback from Carsandpickups.com, ******/******* location. The salesman, ****** *********, represented the vehicle as having been completely inspected including a 50-mile test drive, and any problems taken care of. We did an in-town test drive. I admit to initialing that they provide no warranty. I am only asking for help with issues present at the point of sale and represented as functional.We discovered that the **** system was not working. We were told we needed to drive farther and faster than the test drive and were assured that it would start working. It never did. I have not had the system repaired yet but got a general estimate: at least $155.There were no owners manuals. We were promised they would buy and send them--never did. I have purchased myself: **** $50.The driver-side window switch was not working. Dealer was going to have a tech come, but he was not able to so promised to send the part and pay for installation. Nothing was done. I repaired it myself.Upon stopping on the drive home to air up the tires, discovered it had locking lug nuts, but no lug nut key. Informed dealer the next day. Ended up having done myself: $35.The vehicle was advertised as having fog lamps. Discovered later that they did not work. Fixed my self: $45.The vehicle was advertised as having a navigation system and premium audio. Problem is the touch screen was delaminated and the system is useless. It worked when we test drove it, but failed soon after. ****** explained: it works when cool, but fails as vehicle warms up. Aftermarket repair: $494. (Dealer cost to fix: $2591)Before purchase I asked about any seat damage and was told that everything was in good shape. One of the seats has a tear (not sure why I didn't notice.) Estimate: $425.I contacted the salesman and was assured he was looking into these issues. Later I sent e-mail copies to manager, ***** ******, who asked for my phone number which I sent. Now they do not respond.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 express my increasing frustration regarding the ongoing issue with the vehicle I purchased from Cars and PicksUps on 01/30/2025. Attached to this email, you will find the dealership's assessment detailing the damages to the vehicle.Despite numerous attempts to contact your team over the past six weeks, I have not received any response or resolution to this matter. This lack of communication is unacceptable and reflects poorly on Cars and *********** commitment to customer satisfaction.The damages outlined in the attached assessment need to be addressed promptly, as the vehicle is currently at the ******************** with 14k of damages. I expect immediate action to resolve this issue. Specifically, I am requesting, "a full repair of the damages at no cost," "replacement of the vehicle," or "a refund.

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 January 18, 2025, we drove from ********, ***** to *******, ***** to purchase a truck. The initial price documentation showed a $33k balance. After signing the purchase documents, we noticed that they added a $5k warranty. On or about January 20, 2025, we contacted our salesman and told him we needed to decline the $5k warranty. On or about January 22, 2025, ******* **** sent a Cancellation Form.On or about January 23, 2025, I returned the completed Cancellation Form to *******.Since January 23, 2025 to today, February 4, 2025, we (both my husband and I) have attempted to contact ******* but either get a generic voicemail to which we get no response, or get no response to emails we have sent her concerning the cancellation.On February 3, 2025, we again contacted our salesman, *****, to complain about the lack of communication from ******* or the company concerning the cancellation of the warranty.

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  05/31/2024 Spent $46,000 Boought 2020 Ram 3500 truck Declined dealer warranty because truck was still under manufacturer warranty. Dealer stated full service and inspection done. None was done. Had to change brakes within 1200 miles. Had transmission issues since I got it. Failed engine parts. Had transmission replaced under warranty. Then found out truck engine was on restricted warranty list. After egr failed and knocking noises started on truck. Needs engine repair/replaced do to poor maintenance previously. Cabin air filter Had massive amounts of dirt caked in filter to the point the cab air wasn't functioning. Oil filter and oil looked to have never been changed. Fuel filters were so black and dirty. Main air filter was full of bugs and dirt as well. Dealer never did any service the claimed and if they would've done an actual inspection it never would've passed. Main complaint is the truck is on a restricted engine warranty list. ******** told me it's been there since February 3, 2023. However, the dealer never disclosed this information. And according to *** it is required by law. Now I can't drive the truck. And have spent more money on repairs out of pocket. The truck has been towed multiple times for breakdowns and has spent more time at the Chrysker garage than in my possession.I want the business to cover all repair cost, including out of pocket costs for required parts already purchased to pass state inspection along with any further engine repairs needed. I flew to ***** to pick the truck up and registered it in ************.

  Customer Answer

  Date: 12/12/2024

  As of today, the *** dealer finished diagnosing my truck. I have attatched their new quote to fix the truck. The engine is blown and needs a full replacement. Since the engine is on a restricted warranty list, nothing is covered. The original warranty is good until Septemeber 1, 2025 but not covering anything because the restriction due to poor maintenance from previous owner. Again, the dealer did not disclose this information about the warranty restriction. This is the reason I bought a truck 2020 or newer because the manufacturer warranty was supposed to still be valid. 

  Customer Answer

  Date: 01/06/2025

  Is there any update with my complaint?

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 found a truck I was interested in online at Carsandpickups.com. I started texting a salesperson. On 6/21/2024 I drove to ****, Tx. from *******, Tx to test drive the truck. After I test drove it I notified the salesperson that the license plate lights don't work, it needed a alignment (badly), fuel filter and the 2 front tires needed replaced and I wanted to see about them fixing the issues. She assured me that it just had a oil change and inspection and that they couldn't do any of the repairs. I told her it was illegal for them to sell a truck that couldn't pass inspection. This should have been my first clue as to what type of dealership I was dealing with. So I started to leave and she chased me down and asked me to come back in and negotiate. Final deal was they took off $483.00 from the sales price. I wasn't completely happy but I wanted the truck. I paid in full and was told I was going to have my title, registration and plates in 4-6 weeks. By the time I drove it home both sides of the truck were covered in oil. I took it the next day to the ********* dealership, $800 in repairs and 2 1/2 weeks in the shop, Got it out and lights had a short or something wrong so it went back to the shop $650 in repairs and 1 week in the shop. Got truck out and 2 days later the truck went into limp mode and all kinds of lights on dash. $3000 in repairs and 2 weeks in shop. Here it is 9/17/2024 still no plates, registration or title. I was told they were sending it overnight by ******, I was even given a tracking number. 4 days later I called ****** and they informed that the label was printed but the package was never given to them. I have spoke to the manager ***** and the accounting manager ***** with no resolution. I went to the tax office in my city and they said nothing was filed for until 9/11/2024. Please do yourself a favor and stay far away from this dealership. They do not check their vehicles and have horrible customer service. They will lie

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My son and I purchased a 2015 **** F250 pickup on 6/29/24 for the price of $21995.00. We put $3500 down and the rest was financed through ********* Financing. We left with the truck that day and got about 100 miles and the truck broke down. We left the vehicle at a friends house that was close and the dealer (Carsandpickups.com) paid to have it towed back to them and put in a shop. It was in the shop for a few weeks and we would call to get updates and no one would call us back. Finally we spoke to someone and the vehicle was taken to a **** Dealership to be fixed. We drove back to the dealer to pick it up almost 4 weeks later after we were told it was fixed and got halfway home once again it broke down on the interstate. We paid $560 to have it towed back that night to ************** and they sent it back to the **** dealer repair the next day. The cost of the repairs for the pickup are going to be ********* and Carsandpickups.com are refusing to pay for the repairs. We would just like our down payment back (*******) the tow bill of $560 and out of the contract with West Lake Financial at this point (balance owed *********). The truck was purchased as is but we never even got it home.

• Initial Complaint

  Date:05/19/2024

  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.

  Purchased a 2016 ******* Genesis ***** from CarsandPickups located in ***************** on November 20th 2023. The vehicle had a total of ****** miles at the time of purchase. The total price of the car was ****** before taxes and fees. From the time of purchase in November, I have been responsible by having regular car maintenance. On Monday May 6th on the way to work, the engine failed and it was towed to a mechanic who confirmed after a diagnostic test that the car needed a new engine and should not have been sold because of an elusive leak. I reached out to ************** several times between May 6th and May 18th and the issue remains unresolved. They told me that there is nothing they can do on their end and they did not offer any other solutions. I am stuck paying 650 a month for a vehicle that I can no longer operate that should not have been sold to me due to prior issues that I was not informed about. I would like the dealership to offer a solution or repair the engine as I can provide documentation of regular upkeep of the car and have not caused any physical damage to the car. The engine failing under 65k miles and just 6 months after purchase is not attributable to any actions on my end.

  Business Response

  Date: 06/03/2024

  Thank you for offering feedback regarding your experience with the vehicle you purchased last year. This is the last thing we want to hear. At carsandpickups.com, we do not sell vehicles with any known issues. We know that all vehicles, regardless of the age, mileage, or how long they have been owned, have the potential of parts failing without warning. We understand how frustrating that can be if that occurs. This is not the responsibility of the dealership.  Our documentation is very clear about consumer post sale responsibility and risk. Also, there are a lot of unknown factors when something like this happens 6 months after point of sale. Again, we are very sorry this happened. 

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVOID THIS DEALERSHIP AT ALL COSTS. Seems like a lot of the same reoccuring issues!I purchased a used 2019 **** F-350 from the ******/Addison ******** on 8/15/23. The purchase was coordinated over the phone thru multiple text messages and phone calls. After arriving at the dealership, my wife and I took a test drive and the sales representative was updating the sales ppw so it was ready to be signed after the test drive was over. I had informed the salesman and the business manager at the time and prior to arrival that my license has not been updated as I had just moved and the address the on title paperwork needed to reflect my new address. I was given a bill of sale (with old address) and a temporary registration (attached) form to keep in the vehicle which had the correct mailing address on it and was assured by 2 individuals that this would be the address used for delivery of title/registration ppw. Well, it wasn't, and the title was delivered to the wrong address. The dealership was notified on 9/15 of the error and from there it took 2 weeks for a replacement title to be ordered. In the interim, my temporary tag that was issued by the dealership expired on 10/15. In order to receive a temporary tag in the ****************, you need to have a vehicle in the process of being titled, which I cant do without a title. I informed the dealership of this a week prior to expiration as well as 2 times after. It is now 11/29, I still do not have a replacement title, I dont have a temporary tag to drive the vehicle legally, and havent been able to do for 46 days. After being told "I know its frustrating, mistakes happen, etc etc, I was now informed that they no longer had an interest in discussing the situation and informed me that their attorney would be contacting me due to my frustrations and being "disrespectful", which was the equivalent of me pointing out how they have screwed up multiple times over and over and are unwilling to resolve.

  Business Response

  Date: 04/18/2024

  Thank you for your feedback. We are so sorry to hear about your experience. This is the last thing we want. It is our desire that all of our customers have an enjoyable experience. We strive to have excellent customer service before and after a transaction is completed. Of course, there are some variables that are out of our control. We sent this title to the address on the contract, that the customer provided. We even have a documented photo from the carrier showing it on the front porch. The consumer stated they never received the title due to an address change. We have worked diligently with all parties to get a duplicate title to replace the "lost" one. We understand how frustrating this can be. Considering all the circumstances, we provided great customer service to offer our assistance. Thank you!

• Initial Complaint

  Date:11/14/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a truck from this business over 2 months ago. My temporary tags have been expired since November 4, 2023. Carsandpickups.com of ******* ***** refuses to pay me for my time or to take any other steps necessary to compensate me for not being able to legally drive the truck for the last 10 days and the heartache it has caused my family.I have reached out to them multiple times in order to resolve this issue but they refuse.

  Business Response

  Date: 04/18/2024

  Thank you for your feedback. We are so sorry to hear about your experience. This is the last thing we want. It is our desire that all of our customers have an enjoyable experience. We strive to have excellent customer service before and after a transaction is completed. Of course, there are some variables that are out of our control. We understand how frustrating this can be. If you'd like to discuss further, please feel free to reach out. Thank you!

• Initial Complaint

  Date:11/12/2023

  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 acquired about a f250 and retained it with a deposit. I spoke with my sales man multiple times within a four day period about coming to pick up the vehicle. We coordinated a date. We then spoke of the inspection report on the vehicle and he claimed the truck was everything as said (ment condition). I drove 7.5 hrs to get there and about ***** minutes away I received a phone call and said they could no longer sale me the car that I made the deposit on. I have yet to receive my deposit back and they werent willing to help put it toward a different vehicle they had on line I have no idea how this is but I would never want this kind of business.

  Business Response

  Date: 04/18/2024

  Thank you for your feedback. We are so sorry to hear about your experience. This is the last thing we want. It is our desire that all of our customers have an enjoyable experience. We strive to have excellent customer service before and after a transaction is completed. Of course, there are some variables that are out of our control. If you'd like to discuss further, please feel free to reach out. Thank you!