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:06/18/2025

  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.

  Pursuant to 15 U.S. Code 1681b - Permissible Purposes of Consumer Reports, any information reported on my consumer report requires explicit written consent. At no time did I provide such consent, and reporting this information without my authorization is a clear act of fraud. Under 15 U.S. Code 1681a(2)(B) - Exclusions from a Consumer Report, any credit transaction that involves the use of a Social Security card is required to be excluded from a consumer credit report. This account violates that provision and should not be reported.

  Business Response

  Date: 07/09/2025

  ****** *******, 
  
  It's been several years since you purchased the vehicle from us, it's unfortunate that you don't recall that we do disclose that all of our accounts are reported to credit bureau to help people stablish or reestablish credit. 
  
  The written consent with your original signatures will be uploaded to this complaint at your request. 
  
  
  
  

• Initial Complaint

  Date:10/04/2024

  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.

  I got my 2016 dodge dart just 2 weeks ago and its already shut off driving on the middle of the freeway I have two kids . Babies at that. they gave me a car claiming it was good and good to go but the second I arrived home the engine light turned on . Then arose all the problems not even within the same week of getting it . It started overheating we checked everything we were supposed to and were told that the problem was there way before we even got the car so they knew something was wrong and still chose to sell it to me like that and there own maintenance crew ***** they just fix it for temporary I put down **************************************************** and my kids just needed a car just to be told to even get another one with the same place I would have to put another down payment how stupid is that ?

  Business Response

  Date: 10/05/2024

  Anisa Sotello, 
  
  We sold and financed the vehicle for you because we consider you a valuable customer
  and believe in you. I can assure you we sympathize with you, but this situation
  is very unfortunate for all of us.

  We sell and finance used vehicles, as a courtesy to all our
  customers we include a powertrain warranty that covers the internal lubricated
  parts of your engine and transmission for the first 6 months or 6,000 miles.
  This warranty is not retailed, its included for free with every purchased
  financed vehicle. The warranty only makes you responsible for a $200 deductible
  per occurrence for any covered components. 
  

  The powertrain warranty we offer doesn't cover overheating
  or any damages caused by overheating just like most warranties on the market.
  The most common reason a vehicle will start overheating is a coolant leak, or a
  thermostat that got stuck. These are all minor repairs, that could be treated
  as a courtesy or goodwill repair. The only condition we require is for
  the drivers to stop the engine before any damage takes place due to
  overheating. Your testimony describes you driving the vehicle to a point
  of failure due to overheating and then continuing. The most frustrating thing
  about overheating damage is not a question of how much time the engine was
  running, or distance traveled. The reality is that overheating damage is a
  matter of temperature.
  

  Although we have no obligation of performing these repairs,
  or any other repairs that are not covered by the warranty, our service
  department is willing to finance them at a 0% interest (as a courtesy), we only
  will require a small down payment, and the balance will be broken down in small
  installments.
  

  Under the current circumstances we will not be able to issue
  a refund. I can assure you that the $200 dollar powertrain deductible, and/or
  your down payment will not cover the cost of the repairs. As I previously
  stated this a huge loss for us both. We would hate to lose your business,
  so our offer still stands, and it may be the best option for everyone. If you
  reconsider or for any other questions you may contact our office at
  361-334-4130 or you may send us an email at [email protected]
  

  
  

  Customer Answer

  Date: 10/07/2024

  Complaint: 22381506
  
  
  
  I am rejecting this response because: u sold me a car you knew had a problem because u have ur mechanic shop there . U did a temporary fix that later cause my car to break down. Plus ur “6month warranty “ when I got a letter in the mail saying I don’t got warranty because of the mileage on the car and I hadn’t  even had the car a month I feel like I should receive a refund because I didn’t even have the car for a full 30 days.
  
  
  
  Regards,
  
  
  
  Anisa Sotello

  Business Response

  Date: 10/08/2024

  Dear Anisa Sotello,
  
  As we have previously stated this whole situation is very unfortunate for everyone. We don't want to lose your business, because we value you as a customer. 
  
  You are correct we have a service department that will service vehicles before we sell them, yet we can't fix whats not broken. All used vehicles have some wear and tear and may fail at any time in the future, at the time of purchase we disclose the vehicle you purchase is a used vehicle. For peace of mind, we include a powertrain warranty that covers the most expensive parts of your vehicle for the first 6 months, or 6,000 miles. The vehicle did not show any pre-existing signs of overheating, or else the vehicle would have immediatly started overhearing during the test drive before the purchase or immediatelly after sale, not two or three weeks later. 

  Our Powertrain warranty is real, you may have not realize this, after we register the vehicle to a new owner the State will sell the database to third party companies. These companies will attempt to sell you after-market warranties. I can assure you that if you pay close attention to the letter you received it was a 3rd party company unrelated to the manufacturer (Dodge) or LOFI Motors. 
  

  Your original complaint statement describes how you continued to use the vehicle when it started to overheat until it left you stranded on the side of the road. For future reference its advised to stop the vehicle and turn the engine off. The best course of action is to seek help with a profesional mechanic and tow the vehicle to a mechanic shop. The continuous use of a vehicle thats showing signs of overheating will further cause serious damage to the engine that could result in costly repairs or the need for an engine replacement. The situation doesn't qualify for a refund since the overheating damages found on the vehicle were related to driver negligence.

  We do apologize if this response doesn't satisfy you, but it's not going to change. As a courtesy to you our offer still stands, we are willing to help you finance at 0% interest the repairs as long as you pay an initial downpayment.

  If you would like to continue with the repairs contact our office at 361-334-4130. 
  
  Attached to this message you will find copies of your Powertrain warranty and the details behind the coverage. We covered some of your personal information to keep your privacy. 
  

  Sincerily, your friends at LOFI Motors. 

• Initial Complaint

  Date:08/08/2024

  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.

  I bought a 2015 ***** traverse I paid **************************************************************************************** and looked at said they fixed the issue we got it out ran ok for a week & again it was turning off engine light coming on so we called again this time they took it in and ran diagnostics & the girl that I talked to didn't really say what was wrong but the fixed it fast & it was out again we had it a lil longer this time around but again engine light turning off doesn't wanna catch speed.. Fast forward to Monday Aug 5th we scheduled a appointment again cause engine light is back on it's turning off it's jerking and the rpm went to 0 and didn't wanna work I'm not gonna talk bad about the mechanics cause they have done there job Everytime I'm just so frustrated that I spent my very last on a car that has had problems every other week is are only transportation I've missed so much work because of the issue I mean why am I paying on a car that I can't even drive. I'm not the type of person to even put in a complaint but I call and get the run around from the sales man that sold me the car so I really just wanna see what can be done what if they don't find the misfire this time because that's what the mechanic said when I called they couldn't find what was wrong.. I mean can y'all put me in something else I need help please...My name is ******** marines 2015 ***** traverse Gray It's in the shop right now South location.

  Business Response

  Date: 08/20/2024

  Mr *******, 

  Your vehicle was inspected and found a faulty wire. Our service department has done the repair as a courtesy. 

  The situation has been settled under a courtesy / goodwill repair. 

   

• Initial Complaint

  Date:07/11/2024

  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.

  I financed a 2014 Kia ******* from Lofi motors on June 21,2024. As soon as I got the vehicle home the check engine light came on and the vehicle stopped turning on. I reached out to Lofi motors and the shop manager **** said he would send a tow truck the next morning to see what was wrong with my newly purchased vehicle. **** told me the problem was the starter and as a one time curiosity he would replace the starter for free but I had to pay ****** for a towing fee. If I would have known it would have cost me ****** I would have never let them come out and tow the vehicle. The shop manager did not get my consent for that charge before they came and picked the vehicle up, he just told me that they would come get it. The starter was replaced and I got the vehicle home once again and it's doing the same thing. The car is a sitting duck, it hasn't ran since I bought it. I got a ****** loan on a vehicle that doesn't run. I called the salesman and **** said there's nothing they can do for me, no refund, no vehicle replacement, nothing. I contacted **** again and he said they could tow it for another $350 but just advised that I have someone locally check their installment on the starter. I'm just furious and over it, I didn't finance a vehicle to just have to do a bunch of repairs on it and for it not to be driveable. I would really like my money back or at least a reliable replacement vehicle and I should not have to pay the $350 towing fee or another one if they come get this hunk of junk. I already owe another ***** to go towards this vehicle and I'm not paying anything until this is resolved.

  Business Response

  Date: 07/25/2024

  *********************************,
  
  You are one of our valued customer, and we are sorry to hear you have been experiencing issues with the vehicle you purchased.
  

  The vehicles sold are used, and to give you some peace of mind we include a powertrain warranty that covers the engine internal lubricated parts, your internal transmission parts, and finally the vehicle's front and rear wheel axle. The powertrain warranty is limited to these parts previously mentioned, and doesn't cover your starter, sensor or any other parts of the vehicle. Yet, we do understand the vehicle was recently purchased and therefor we are willing to have a courtesy with you in order to try to assist you. 

  We do need you to understand that we are not obligated to perform any repairs for free, and we are not obligated to finance any towing, parts or service. Everything that has been offered to you so far has been done in good will, and in good faith as a courtesy to assit you.  

  If you seek any further help or courtesy from our company, we may be able to further assist you with any additional "in-house" repairs performed by our service department. As I'm sure you undertsand, we will need one of our technicians to troubleshoot the problem and help us diagnose your vehicle, but clearly we will need the vehicle back in our service department.

  In order to accomplish this you still have a couple more options:

   

  * You could try to find a lower cost towing option, that will safely and without causing any further damage to the vehicle, could get the vehicle delivered to our service department.

   

  or 
  

   

  *You could make new arrangements with our service department for the additional towing fees. Exactly like we did last time. 

   

  finally, 

   

  *If you prefer, you could seek service at a local Mechanic Shop, or Kia ****** at your own expense.

   

  Please contact us at ************ with whatever decision you make, or to further advise you in regards to what we can do, 

   

  Sincerely, 
  

   

  Your friends at LOFI MOTORS Customer Service

• Initial Complaint

  Date:02/19/2024

  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 paid off this 2003 Cadillac dhs through this company and currently still paying a different car and they never reported my good payments to credit bureau.they hold customers hostage to contracts and only report the bad.

  Business Response

  Date: 02/19/2024

  Dear Valued Customer, 
  

  This is the General Manager at LOFI MOTORS. If you need assistance reviewing or better understanding your account information with us, you can always contact our office at ************ or visit ** in person to our main branch at ******************************************************************, where we will gladly assist you.
  
  The Cadillac you paid off is being reported to ************** just like the Camry you are still making payments on. 
  
  Claiming that LOFI MOTORS holds customers hostage to contracts and only reports the bad is a difamatory statement, that can be proven to be a lie. Under ***** law, written defamation, is referred to as libel, and is actionable by statute. Let me remind you that Better Business Bureau publicly publishes your complaint. I would strongly advise you to make better informed statements.
  

  As a business we understand your frustration with ************* reporting, most people do not understand how it works. Unfortunatelly during the process of trying to get a new loan with different companies inexperienced sales personel may end up misinforming applicants about their real ************* situation. We have no control over other businesses personel or internal processes, but I'm sincerly sorry they got you frustrated. 
  To better understand how credit bureau reporting works, after a lenders has been enrolled to report to credit bureau, the information that the ************* uses for reporting is normally gathered straight from the system. All Lenders (like

  LOFI MOTORS) do not get to pick and choose what to report or not to report. 
  

  LOFI Motors is a lender enrolled with the TransUnion *************. If you would like to see your credit bureau information you may create an account using the following link: *************************************************.

• Initial Complaint

  Date:01/24/2024

  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.

  Gave a down of **** for a GMC Terrain in October 2023 gave payments of 310 every 2wks, but when we bought and drove off the lot not even a mile vichele turned off towed it back to them to fix it then a couple of days it happens again then wk later same thing The fourth time, going to work and it did the same thing but left me stranded between san anglo and ************* in 16 decree weather with no heater in the middle of nowhere and to make matters worse I lost my job, towed it back to dealership and talk for some options but nothing got resolved. But know I have to come out with **** for them to fix it from the timing chain and a new battery! I just want what I've given them for that that lemon vichele

  Business Response

  Date: 01/25/2024

  Dear Valued Customer, 

  We are sorry to see you are not satisfied with the 2014 GMC TERRAIN you purchased from ** back in October 12th 2023. To help our customers with every purchase we include a free powertrain warranty that will cover the ENGINE (internal lubricated components) and the TRANSMISSION (internal components), and the ***** & REAR AXLES. If you need to file a claim, you will be responsible for a $200 Dollar Deductible, and the warranty will cover the cost of parts and labor for any covered components. The warranty is good for the first 6 Months or ***** miles, whichever comes firts. 

  In the event you are needing to service an uncovered component, our financing program is willing to finance the repairs for you at 0% interest rate. All you have to pay is a small downpayment that normally covers the cost of parts, and we will break the balance in small installments on top of your regular car payments. 
  
  A copy of the powertrain warranty will be attached to this for your records.  

  We believe it is important to clarify that after the vehicle was purchased, you ****** the vehicle back to us (Octuber 13th 2023)  claiming the vehicle had reduced engine power. ************** found a defective fuel injector, this was not a covered component by our warranty, but in order to assist you with the situation, we did not billed you and instead, we did the repairs under Goodwill (Courtesy work). The next day you returned because the vehicle was still not performing correctly. Upon a second inspection ************** was able to spot a crack in the manifold, this was a covered component by our Powertrain Warranty, but given the circumstances we waived the $200 dollar deductible you were responsible for, and we completed the repairs under Goodwill (Courtesy work, again).  The vehicle was released back to you on October 17th 2023 (with odometer showing ******* miles). 

  You now returned on January 18th **** (93 days later, with an odometer showing ******* miles), this is not only three months later, the most relevant thing is the vehicle was used for ****** miles during this time. If you do the math you will realize these numbers reflect an average of ***** miles per month. We will not be judging the use you are giving to this vehicle, but we need you to understand that keeping up with the vehicle maintenance is important,specially when the use given to the vehicle is way above normal use.
  

  The vehicle issue you are experiencing seems to be related to lack of oil changes and proper maintenance on the vehicle. Since the vehicle is past the Powertrain Warranty limit (***** miles), this repair will not qualify for it, but don't worry, we are still willing to help you service the vehicle and finance the repairs for you. Our General Manager has already reviewed the situation in person with you, and in the event you refuse continue with the repairs the vehicle required, you have been offered options to trade out of the vehicle. 

  Since the units we sell are used vehicles, with a courtesy powertrain warranty for peace of mind of our buyers, our return policy is that "All sales are final, No refunds or exchanges". 
  

  Your describe the vehicle as a lemon, we strongly suggest you review the ***** ********** of ***** Vehicles Lemon Law website (*************************************************************)
  
  In there you will be able to confirm that Lemon Law only applies to new or used vehicles that still have coverage under the MANUFACTURER'S WARRANTY (in this case General Motors Company), not limited or extended warranties.  

   I hope you find this explaination more satisfactory, please let us know how you would like to proceed, 

   

  Sincerely,
  
  Your friends at LOFI MOTORS   

  Customer Answer

  Date: 02/01/2024

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/11/2023

  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 November the 18th, 2023 I purchased a used car from ********** in ************** **. I drove the car home (total 43 miles) that night and the next morning drove the car to work(total 20 miles). *********** in calallen **. There I was notified by a SR. ********* master technician that the car had a blown head gasket. Video has been up loaded. I advised my sales contact (****) he referred me to **** the service manager. Dropped car off on the 19th to have diagnosed. **** called me and stated it passed their test. Even with my video proof. Had an advisor from *********** call warranty and they said with lofis approval I can have work done at the shop I work at. **** said they do the work. On 12/08/20203 after I was told the head had been sent to shop new timing chain and cam shaft installed. Car was ready. Went to pick car up and did a combustion gas test with test kit and showing negative results. They will not fix vehicle right or give me my money. I don't know where to go from here. My video of test has also been up loaded.

  Business Response

  Date: 12/15/2023

  Dear Valued Customer, 

   We are sorry you feel frustrated with the current situation. We do ask you to understand that we have done everything to resolve the situation. 

   The powertrain warranty we include with every contract does cover head-gaskets. When we first received a call from you, you stated the vehicle was overheating due to a blown head-gasket, so you got it tested and the test failed. It's evident that we did required to inspect the vehicle, while it was in our shop the vehicle never showed any signs of overheating. Yet you insisted that the vehicle had failed the test, and sent the same video you attached to this complaint over to one of our sales representatives. Eventhough all tests we conducted passed succesfully, we agreed to please you and performed to rebuild the heads on the vehicle. After the repair was completed, you still disputed the condition of the vehicle, and claimed the vehicle continues to have a blown head-gasket. Our service department performed a Block test, twice. The vehicle passed the test both times, and to certify that quality work was performed. The vehicle was sent to an impartial, 3rd party Mechanic Shop, to give a fair diagnostics and perform a third test. The vehicle has passed succesfully all tests. 

   In conclusion, we rebuilt the heads and replaced the headgasket on the vehicle eventhough: the vehicle was not overheating; the vehicle was not showing any signs of a blown head-gasket; the vehicle did not fail any prior testing; and the vehicle did not fail any testing after the repairs were done, including the tests done by an impartial Mechanic Shop. Given these circumstances this situation doesn't qualify for a refund.

   At this moment we have been courteous, and have perfomed more than what we were responsible for in our powertrain warranty contract. It will be entirely up to you to finalize the process to redeem the vehicle, you will receive a certified notification in the mail, failure to redeem the vehicle we will result in a shop abandonement.

   If you have any further questions feel free to contact our office at ************

  Attached to this response you will find: a digital copy of the Powertrain warranty, the service ticket for the repairs we perfomed, and the service ticket for the test performed by the third party. 

• Initial Complaint

  Date:10/23/2023

  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 got the vehicle 06/24/2023 gave it back 10/10/2023. In this time span they had it in their shop more than I had in my driveway. Each time I took it on the list got longer and more expensive. They claimed it was. Different issues each time but I continue to have the same issue. It feeling like it wants to turn off and won't pick up. It got worse after each visit they claimed they fixed the issue each time. 10/10/2023 I picked the car up drove it home on the way home the steering wheel locked up. I called them immediately to tell them I just picked it up from them if they can tow it back. They said it's another $275 for that. I was heartbroken. I called AAA got it towed and **** stated it's another cost this time a little over $1,000 this would have been the 4th time they "fixed" it. I could not afford to keep paying on the car and pay to keep fixing, especially when I just got it.

  Business Response

  Date: 10/24/2023

  Dear Valued Customer,
  
  ********************** is an Independent Dealer that provides In House Financing options for the local community. The vehicles we sell are used and pre-owned vehicles. All vehicles have wear and tear, which naturally and inevitably occurs as a result of normal use and aging.

  
  For the peace of mind of all of our customers we offer a FREE POWER TRAIN WARRANTY with every purchase that will cover the Engine and Transmission of the vehicle.
  We do understand your frustration, but there is no reason to take out of context the fact that our employees work very hard to help our customers.We do ask for feedback and appreciate the positive comments. Nobody is forcing you to do so, you have the freedom to provide any feedback you would like to share.

  
  If we do a quick recap of **************************** purchase on June 24th 2023, she acquired a 2013 CHEVROLET TRAVERSE.
  On July 19th 2023, she requested our service department to look at the vehicle, she claimed the transmission was acting up. Upon a closer inspection of the vehicle and while it was in the service department, we were not able to replicate what she described.

  
  The vehicle never acted up, yet, our ****************** proceeded to perform a Transmission Flush and ************* with a value of $370 (Three Hundred & Seventy Dollars). It was explained to the customer that if the issue persisted, she could contact us and we would gladly help her. The service was performed as a courtesy (waived $75 diagnostic fees, and all parts and labor were done at 100% discount), so nothing was billed to **********************

  
  On August 30th 2023, ********************* called our office stating the engine started smoking. Upon a closer inspection by ************** it was found that a Timing Chain broke. LOFI Motors paid under Power Train Warranty $2,475 (Two Thousand Four Hundred and Seventy Five Dollars), our customer was only responsible for a $200 (Two Hundred ******* ******************************************** received a third call earlier this month. On October 10th 2023, the vehicle was brought in with two punctured vacuum hoses. At this point it was explained to the customer that we had covered in the past other repairs as a courtesy, and/or under power train warranty. This repair would not be covered under power train, but we agreed to finance (at Zero Interest) the cost of this repair. ******************** paid a down payment of $65 (Sixty Five Dollars) and the difference was broken into small payments (at zero interest) for the next Three Months and a Half.

  
  After the repair was completed, the customer returned the vehicle. This time, ************** found both Catalytic Converters clogged preventing the engine from breathing, causing it to stall. We offered our to service the vehicle and finance the cost of the repairs at zero interest, but she declined.

  
  We do understand that it was very unfortunate to experience different unrelated issues with the vehicle in the first four months of use. Its important to understand that we never refused to help, we offered courtesy work, and honored any repairs covered by the power train warranty. LOFI MOTORS offered affordable repairs and financing for anything that was not covered by the power train warranty.

  
  We are sorry you feel this way, and decided to decline the help we could offer. As we have previously explained to you, refusing to continue payments will default on your retail installment contract, and will cause repossession.
  Unfortunately a repossession is not a valid reason for reimbursement.  You have still have twenty days from October 17th 2023 to change your mind, if you would like to take on what we have offered.
  Please let us know whatever you decide, if you have any further questions please contact our office at ************.

  
  Scanned copies of the service tickets will be attached, so they are easier to read.
  

  Thank you and have a blessed day. 

  Customer Answer

  Date: 10/25/2023

  Complaint: 20764381
  
  I am rejecting this response because: 

  Portion of this is untrue and leaves out the rest of the cost that I was informed and the amount to have repaired. I was sold a car that was either not checked or already damaged after purchasing in good faith. This portion of the stated did not include that I had just picked it up and they could not do a service as a curtosy even as a good company even dealership would. They stated:

  Our service department received a third call earlier this month. On October 10th 2023, the vehicle was brought in with two punctured vacuum hoses. At this point it was explained to the customer that we had covered in the past other repairs as a courtesy, and/or under power train warranty. This repair would not be covered under power train, but we agreed to finance (at Zero Interest) the cost of this repair. ******************** paid a down payment of $65 (Sixty Five Dollars) and the difference was broken into small payments (at zero interest) for the next Three Months and a Half.

  After the repair was completed, the customer returned the vehicle. This time, ************** found both Catalytic Converters clogged preventing the engine from breathing, causing it to stall. We offered our to service the vehicle and finance the cost of the repairs at zero interest, but she declined.

  The vehicle was picked up 10/10 not taken in. The steering wheel locked up that same day. I called them scared because I had just got it back. They also didn't mention the cost I would have to put down to have it "repaired" again. Also that it was going to raise the cost of my payment more than it was already raised from one of the previous repairs. At the time, if I would have been offered to settle this with them by them maybe offering a different vehicle with what I put down on this vehicle I would have stayed with them. If I would have been offered the down payment back I would have been satisfied. I was given the impression that they do not care about customers or the safety of their customers. They sell cars that run but do not work properly and I was sold the power train to send to their own shop for them to have you pay for it to get fixed. If I wanted a car that did not run or a vehicle to fix up I would have saved up to buy a junk car and fixed it up. The amount of stress and PTSD I got from this is unreal. I have broke down while driving 2 times and this was a car just purchased from them. I hardly had it in my possession and in my name only since June 24th 2023 and had to tow it back to them October 10th 2023. So they did the very bare minimum to fix the situation. This was not a repo I had AAA take the car in. I would think they would at least take the initiative to come get it being that I had just picked it up from them. They did not know at the time it was something different than what I had just picked it up for. So yes all of those time I did take it in to them and each time it was something worse to fix. I bought the car in good faith and was sold a Lemon. I returned it to them after I did my part as a consumer by putting money down, making my payments and making sure I stayed with full coverage. All this money poured into a vehicle I didn't get to drive but a week or 2 at a time IF I was lucky. I would like to have at least my down payment returned to me. That is all I am asking for at the very least. 
  

   

  
  
  Regards,
  
  ********************************;

   

   

  Business Response

  Date: 10/26/2023

   

  ********************, 

   We are sad to hear that you are unsatisfied with the situation. We do understand the stress that mechanical issues respresent to individuals and families, and we do empathize with you since we share a mutual interest in keeping the vehicle in good conditions while its being financed.  We sold this vehicle to you because we appreciate your business and we are financing you because we believe in you. It's important to understand that you and us both have an investment in the vehicle, we are not here against you, we are doing our best to work with you.  

   It's important to clarify that you were NOT SOLD a powertrain warranty. If you review your Buyer's Order you were not billed a single cent for the warranty. We include the powertrain warranty with every purchase at no retail cost any of our customers. This is included in good faith as a way to help our customers with some peace of mind during the first six months, or six thousand miles whichever ocurrs first. In the event that a claim needs to be filed, the customer is responsible for a $200 deductible, which is not the same as selling a warranty, other restictions apply. 

   We understand that used vehicles will require maintenance at any given point in time, the Engine and Transmission will be covered by the powertrain warranty. If any item is not covered by powertrain warranty, or the warranty has already expired we offer ZERO INTEREST in financing any maintenance for our financed customers. 
  
   You are considering as if this falls under Lemon Law. If you research on the **************** OF MOTOR VEHICLES ******************* , ************************************************************* ) or call them at **************, they will explain to you that Lemon Law only applies when the following conditions are meet: 
  
   LEMON LAW is for NEW VEHICLES that are still covered under the MANUFACTURER'S WRITTEN WARRANTY (We are not the Manufacturer, the warranty we offer is described as an EXTENDED WARRANTY, and this is not a new vehicle)
  It will apply to USED VEHICLES that are still covered under the MANUFACTURER'S WARRANTY (It doesn't apply to EXTENDED WARRANTY like POWERTRAIN WARRANTY)
  If the MANUFACTURER'S WARRANTY attempted to repair the vehicle three times for the same part, and still fails a fourth time in the first 24 months or ****** miles.  (I don't think the manufacturer's warranty will cover the repair, and if they do, this will be their first attempt) 
  
   Specifically in regards to the vehicle getting towed to our service department, you are correct. What we are describing is that the vehicle was brought to us, because we did not had to send a wrecker ourselves. I do apologize if that seemed confusing. 
  
   Finally, it's important to understand that a repossession happens when you default on your retail installment contract. Default is described but not limited to: not paying the amount due, breaking any promises described in your contract (example: keeping the vehicle insured). You have confirmed with our office that you will not continue payments on the account (we will not disclose in this forum if there are any balances owed due to privacy, if you have questions you may contact our office). 
  
   You do have options:
  

  #1 You may redeem the vehicle by paying any balance owed at the moment and get it serviced at any other mechanical shop of your choice. You are not obligated to conduct the repairs with us. 

  #2 If you decide to repair the vehicle through our service department, we will offer to finance these repairs as previously described at zero interest, as long as both parties can reach an agreement in terms of down and scheduled payments. 
  
  #3  If you refuse to repair the vehicle, we can accept it as a trade in the conditions that it's in, as long as we can reach an agreement in the trade in value and make arrangements in the event that you are required a difference in down payment on the new unit selected (keep in mind that different vehicles have different prices, and different down payments).

  #4 If you refuse to continue payments on your retail installment contract the account will continue to be processed as a repossession. 

   We have done everything in our power to attempt to reach an agreement; We have not refused to service your vehicle and no expense has been spared in courtesy work; Finally we are willing to trade you out of the vehicle as previously described, given all these circumstances this situation will not qualify for a partial or total reimbursement.   

   If you still have questions about this, just contact our office at ************ and we will happly assist you.  

  Customer Answer

  Date: 10/27/2023

  Complaint: 20764381
  
  I am rejecting this response because: 

  Yes I will correct myself. I was not sold I was given a PowerTrain Warranty to fix a broken car you sold me. I am not a mechanic so I trusted you every single time I took it in. Every single time I was told it was something different. I am not a mechanic nor did I take it somewhere else, so I can't confirm that is true. You can write up a ticket and say anything . Just like when I was told I was getting a good car.

  It was used and I understand that eventually I would have issues that is understandable. What I am having a difficult time understanding is the amount of issues in the short span of time. I wasn't even able to drive it for a full month. I purchase the vehicle June 24th, dropped it off in July , August, the end of Sept and got it back Oct 10.

  As I appreciate you breaking down the lemon law for me, I was sold a bad car whether it be considered a lemon or not it was a bad vehicle.

  You stated that we both had an investment in this vehicle except I am the one that will have the most to lose out of this. If everything is true on what needs to be repaired it will be. (some of it at my expense). You have the option to resell or to refinance to somebody else. I do not have the option to get into another vehicle.

  Not only did I go to you at one of the most vulnerable times in my life to purchase a vehicle, but now I am out the money that I put into it, the money that I have paid on it, the money that I put down and to top that all off it goes against my credit not to yours.

  Although we both may have invested in this vehicle I am the one to lose out. The customer. 

  As you move it on to the next person and move on with your day I cannot. The amount of time and money that I have wasted is unacceptable. For a company to do this to people who go to them looking for help and worse thinking that they got it is disappointing.

  To you this is a business/investment and just a vehicle. To me this was Independence, it was the way I take my kids to school in the morning, the way I get to work, the way I get to my appointments, the way I go to the grocery store to feed my family. You can sit there read the law or copy paste what a lemon car is, but at the end of the day it was wrong. I will take it as a huge loss on my part. All I can do on my part is to spread the word. I will continue to do so in hopes that people, even in their most desperate times like I was, do not go here to purchase the vehicle. I may have lost out on this financially, but I refuse to sit back and let it happen to other people. Hard working people. I appreciate the time taking out of your day to respond. 
  Regards,
  
  ***********************************

• Initial Complaint

  Date:08/21/2023

  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.

  July 17th the timing belt went out in my car I had JUST paid off so I was forced to go to a car lot in Corpus and finance another car. I went to LOFI Motors North. I had $1000 cash to put down and was showed several vehicles that were in rough shape. After hours of paperwork and crunching numbers ,****, the sales manager showed me this 2014 **** Fusion. He told me it would be $1500 down and $285 every 2 weeks for payments. After acquiring the full coverage insurance required, I knew I was looking at about $785 a month for this car. Reluctantly I agreed, not much choice if I wanted to be able to work to pay my rent. The sales manager sent me over to the finance manager to take my payment and do paperwork. The whole situation seemed odd. The finance manager was a 500 lb woman in pajamas, her English broken, hard to understand. Finally after getting $1500 down out of me ($500 of it was my rent money) they pulled the car around, put my paperwork in the glove box and sent me on my way. 2 days later August 2nd, they called me wanting $360??? I asked to speak to ****, they sent me to voice mail. He never returned my call, begrudgingly I paid it, knowing that was grocery money for the week. What could I do? I have to work right? On 8/15 she calls me, tells me I owe $560 more on August 17th. $560 more on August 31st, and then another $285, on September 14th????? That's over $3000 plus $220 in insurance for ONE MONTH! This was NOT the agreement! >:( I called the car lot AGAIN and asked to speak to the man ****. Who made the arrangements with me in the beginning and he's "out of town indefinitely " AND THEN 5 MINS LATER THEY SHUT MY *** DOWN REMOTELY, AND LEFT ME STRANDED AT THE HOSPITAL IN CORPUS, I HAD TO HAVE THE *** TOWED HOME, ANOTHER $375......WHAT CAN I DO? IS THIS EVEN LEGAL? I NOW HAVE A *** SITYING IN MY YARD THAT IVE PAID OVER 2 GRAND ON IN THE LAST 3 WEEKS AND CANT DRIVE

  Business Response

  Date: 09/05/2023

  Dear Valued Customer, 

  We are sorry you feel this way, but clearly the situation is taken out of context. 

  We are a local business that offers in-house financing options for used vehicles.  Everyone's situation is a little different and based on your stability in the area, your stability at your current job, and your proof of income we will be able to get you approved for financing.  In your particular case, we had you approved on a three year term. Since we are talking about a short term, downpayments become important to try to keep the car payments affordable. 

  At the time of purchase you did explained to us that your budget was $1000, unfortunatelly all the vehicles you were interested in, required a higher down payment. 

  The 2014 **** FUSION, you selected required a total down payment of $2500 dollars in order for us to proceed with the financing. We offered you the opportunity of paying the difference in three installments, and agreed for us to set up the installments based on your payroll dates. 

  We agreed on an initial down payment of $1200 at the time of purchase on 08/01/2023. 

  One deferred down payment in the amount of $300 due on 08/04/2023 

  One deferred down payment in the amount of $500 due on 08/17/2023

  One deferred down payment in the amount of $500 due on 08/31/2023
  

  After these installments had been paid your car payments will start on 09/14/2023 in the amount of $225 every two weeks. This is a short term loan you were approved on.

  After the contract was explained to you and we were able to reach an agreement, you signed the contract and even were required to initial the deferred down payments arrangements.    

  You are required by contract to make your car payments and keep the vehicle insured (with $500 deductibles for comprehensive and collision and LOFI MOTORS listed as lienholder) if Full Coverage is too expensive for you, we can add the vehicle to our policy, and you can just get liability on your own. If you decide to go with this option we will ask you to reimburse us for Comprehensive and Collision premiums. Any customer that decides to use this option we are also willing to work with them and make arrangements in installments. In your case since the account was broken down in biweekly payments, we will be requiring you to make the payments every two weeks of $60 dollars to reimburse us for the insurance premium. 

  You made your payment on 08/05/2023, and refused to make your payment on 08/17, after a several days of non payment, the vehicle was disabled. We don't disable vehicles to leave people stranded, we are only trying to get your attention in order to contact you and make arrangements. You mention that the vehicle was disabled in a hospital leaving you stranded, the *** on the vehicle shows the vehicle was located at your home. 

  While we were trying to make arrangements and work with you, but instead we were asked to send a wrecker service to pick it up as a voluntary repossession since you refused to continue payments. The vehicle ended up getting picked up at your home, not a hospital.  

  In conclusion, we offered you financing and tried to accomodate you even when you had less than the amount required to purchase, the contract was explained to you, and the vehicle was picked up from your home upon your request. 

  We include scanned copies of your contract, with original signatures. We covered your personal information and the vehicle identification number to protect your privacy. If you still have any questions about your contract please contact our office at ************.  

• Initial Complaint

  Date:07/24/2023

  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.

  They are accusing me of tampering with my 2008 Dodge ram that I have financed with Lofi Motors, and I have purchased and paid off a vehicle before with them, so I know the rules and regulations I have never tampered with anything gps device on my vehicle. I'm not sure why they are doing this to me and yes i had a past due of $530.00 with them and I had been in contact with ********* at the office and informed her when i will be in to pay the amount due.so i was not hiding or in any way ignoring them .they have done it in the past and never have they reposed the vehicle so I'm not sure why they decided to do so this time and also spoke with the owner ************************************ and had yet to responded to me .I'm not trying to cause any problems just pay what i owe and get my vehicle back.

  Business Response

  Date: 08/11/2023

  Dear Valued Customer, 

   

  We are sorry you feel this way and do understand the nature of your complaint. Your vehicle was repossessed for non-payment, and after a repossession takes you will always be given the oportunity to redeem your vehicle. Yet by contract we reserve the right to accelerate the note. As a business we don't want to take your car, we rather help you succeed. The only thing that will represent a problem is when our borrower is not respecting our business or refuses to follow the contract.  

  At the time of purchase it is disclosed that our vehicles include a payment reminder device intended for collection purposes only, there is a buzzer that will alert you whenever we need to speak to you, and only under specific circumstances the vehicle starter will be disabled.We've already explained that this is not intended to leave you stranded, the purpose is to catch your attention so you may communicate with us, as long as we make arrangements with you and you follow through with your promises you will not have issues with this.

  We do realize tests after a repossession has been done, and we found some of the wiring on your device disconnected. Over the phone when we explained this to you, you admitted that your spouse/boyfriend and your mother mess with the wiring in order to use the vehicle while disabled. 

  The contact explains that tampering with the device is a form of defaulting, and since we can't finance people that refuse to follow the rules of our financing program. Tampering is a reason for us to accelerate the note, this doesn't mean you may redeem the vehicle, it just means we won't continue to finance it. 

  Let me remind you that we believed in you, yet the contract is under your name and you are responsible for the account. We gave you a warning and the oportunity to redeem the vehicle. 

  We hope this clarifies the situation, thank you for your business.