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:04/15/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They owe money from a warranty on a car that was ********** has been over 4 months. I need this so ************* can pick up the rest of the claim. The lenders *********** has called and emailed. They can not get an answer. I have called once a week for the last 4 months. They say they will call me back. They have never called me back. They have every excuse in the book. My gap insurance claim is about to expire and they wont pay without the Warranty Refund from Ottosource. Its called Refunds For Cancellation of Warrenties. I even called the warranty company myself and they have nothing on there system pertaining to the Mustang that was totaled.

  Business Response

  Date: 05/05/2025

  Dear BBB
  Thank you for your patience. Im currently looking into the status of the refund for you.
  Please note that when a claim is opened, the process can sometimes take longer than usual, as the team needs to conduct a thorough investigation before proceeding. Rest assured, we are working to ensure this is resolved and processed as soon as possible.
  Ill follow up with more details shortly. In the meantime, please feel free to reach out ***** at ************  if you have any questions.
  Best regards,

  
  ***** *******
  Director of operations

   

  
  

• Initial Complaint

  Date:02/04/2025

  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.

  Before completing the purchase of my vehicle from this dealership in 02/2024, I explicitly inquired about the vehicles eligibility for the Used EV tax credit. I was assured that the vehicle met the qualifications as it was under $25,000 and there was only one prior owner so the tax credit had not been claimed previously. After completing the sale, I inquired about any tax forms needed as documentation of the sale, to which they responded that the buyers order should suffice as that has all the vehicle and transaction details, and that the business has never had any issues with prior clients claiming the tax credit. They then sent me a blank tax form and a copy of the buyers order for me to use when filing taxes. After my ******************************************************************** the federal database, I called Ottosource to get more information. While on the phone with one of their representatives, they learned live that they have to be registered in order for the car to qualify. I even overhead them talking to another member of the team in which "I didn't know we had to do that" was said. I was then explicitly assured that the car itself qualified for the credit, but the dealership is not registered as a way of covering for their past statements that the car qualified. After admitting to misrepresenting the facts in order to complete the sale, they informed me that it is not their problem as all of their salespeople are independent contractors. The general manager admitted that they should not have told me that the vehicle qualified for the tax credit, despite one of his agents saying as much not even 2 minutes earlier. I asked for a resolution including a partial refund of $4,000 to make up for the tax credit that they misrepresented, or to purchase the vehicle back at my original purchase price. I was told they would not agree to either and that the dealership was not responsible for the representations made by their independent contractors.

  Customer Answer

  Date: 02/05/2025

  Attaching a copy of the email I received from the Ottosource team with the blank EV tax credit form and a copy of the buyers order as evidence that representations were made regarding the tax credit eligibility of the vehicle and my ability to claim the credit. On the phone they tried to deny ever representing that the vehicles they sell qualify for the used EV tax credit as they are not registered with the *** as an authorized dealer, which is clearly a false statement given that they sent me an email with the tax form via their own company email. I was never told they are not registered as an authorized dealer and that their vehicles will not qualify for the used EV tax credit as a result, and sending me the tax form to file for the credit contradicts any claim to the contrary. 

  Business Response

  Date: 02/20/2025

  Hello ,BBB
  
  My name is ***** ******* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with  the vehicle Experience. Our goal is always the total satisfaction of our customers.
  
  Unfortunately we don't do any cpa or tax services at all .All our vehicles are sold AS IS any extra services Ottosource is not responsible .Ottosource has no liability or obligation under any contract  with anyone  to  do cpa or Irs. tax credit ,At your convenience, please contact me directly at ************ .
  
  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   ***** *******
   GM
   ************
  
  

• Initial Complaint

  Date:10/06/2024

  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.

  I purchased a 2021 Porsche Macan from Ottosource dealership on July 16, 2024. I never received any paperwork on the extended warranty purchase. I've sent several emails requesting a refund on July ***********, 2024 and a follow-up on September *******. On Saturday August 3, 2024, I visited their location to request a refund and was told to come back on Monday August ******. On August 5, 2024, I waited serveal hours to final be allowed to complete a cancelation request form. After several attempts and sales techniques to pursue me to keep the warranty. I was told the refund would **** * to 8 weeks to go through with the extended warranty company by the "manager", but was told 5 weeks and a full refund by the business office clerk. I reached out to the warranty company and was told Ottosource does the refunds. It's been 9 weeks and I been very patient. I have not received and updated on a warranty I am paying interest on. I'm doubting their was ever a warranty because I never received paperwork and none response. Per the manager, the entire staff can see their emails.

  Business Response

  Date: 10/21/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We understand that Ms. ****** is experiencing delays in receiving their warranty refund, and we sincerely apologize for the inconvenience this has caused.
  The delay is due to processing issues with the warranty company, which have been beyond our immediate control. The Warranty refund process usually takes between 5-8 weeks since the moment the refund form has been signed. Ms. ****** signed this form on the first weeks of August, please allow the adequate processing time. Copies of the warranty contract and sale paperwork is provided to each customer at the time of sale. If misplaced, copies of the paperwork can be provided if costumer request them in writing.

  We are actively communicating with them to expedite the refund and ensure that Ms. ****** receives their funds as soon as possible.

  We appreciate Ms. ******************** during this time and are committed to resolving this issue promptly. If there are any updates or further information needed, please do not hesitate to reach out.
  Thank you for your understanding.
  Sincerely,

  Ottosource Corp.

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because:  It's been 11 weeks going on 12 weeks. The extended warranty company stated that  Ottosource dealership is responsible for issuing the fund. Due to not receiving my refund within the time frame given and no updates from the Ottosource dealership, my Consumer Rights have been violated. 

  Business Response

  Date: 10/21/2024

  As we stated in our last communication, the refund process has already been started and we are waiting notification from the warranty company. Even though the requests for refunds are originally petitioned by our customers through the dealer, the dealer subsequently submits all petitions to the warranty company to then be process by them, unfortunately the dealer does Not have any control over this timelines. We will submit the refund as soon as we receive the refund from the ***************** 

   

  Customer Answer

  Date: 10/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/23/2024

  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 purchased ***** RX 350 in February 2024, from Otto Source dealer located in ******. offered me extended warranty, really pushed it for $4300. cancel any time without questions. I agreed. After came i came home and checked the paperwork. I did not like the warranty nor did I like that they MADE me go with their financing. So I cancelled the warranty and switched financing within 3 days. I went to fill out the paperwork with ***** and **** and they assured they would keep in touch. I gave them about 3 weeks. I spoke to *****/****** a few times with no call back as promised. Spoke to the financial department once with no call back. I have left countless messages, I have sent emails and nothing! This is so shady and shameful. No response from the dealer whatsoever. Now, I feel like they have stolen from me and I have taken out time and energy. I have been taken advantage of. I called the third- party warranty company and the dealership spoke to them August, 2024. They told me that ottosource said they would send out my refund. Of course my calls are ignored and here we are 4 weeks later. I have asked to speak to management and the ** and they have completely ignored me. I am out of money, patience and time. I have payed more on my car interest due to the shady behaviors of this dealership.

  Business Response

  Date: 10/08/2024

  Hello ,BBB
  
  My name is ***** ******* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the vehicle Experience. Our goal is always the total satisfaction of our customers.

  our staff have already initiated and process the cancelation, the money will go back to the lien holder Capitol one,.Warranty cancelations are being process on the fastest way possible.

  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   ***** *******
   GM
   ************
  

  Customer Answer

  Date: 10/08/2024

  I am rejecting this response because:   I have made several attempts and left several messages with no call back. I cancelled the warranty in Feb 2024 and the warranty company received and accepted the cancellation in March 2024. I have told them several time in Feb to April that my lein holder was not *********** before they started ignoring my calls. If they would have been professional and did what was suppose to be done months ago then I would not have to tell them that my lein holder changed 8 months ago while keeping my refund hostage. A phone call could in fact clear this situation. The general manager could have called me upon getting the BBB complaint 

• Initial Complaint

  Date:08/28/2024

  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 5/23/24, I emailed this business, a extended warranty cancellation request for a 2016 ***** that I had bought from them. The approx amount I need to get back is around 4000 dollars. From that day till todate, nobody at the business has helped or answered me back with status of the request and its been more then 3 months. I have even talked once with ***** who is the Director of Sales there. I need the money back from extended warranty cancellation

• Initial Complaint

  Date:07/09/2024

  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 bought a car from them on April 30, 2024 and as of today (July 9, 2024) I still do not have plates. They have been evasive, don't answer questions, and now aren't responding to any of my attempts to contact them.

  Business Response

  Date: 07/23/2024

  Hello ,BBB
  
  My name is ***** ******* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the vehicle plates registration on the state of *******. Our goal is always the total satisfaction of our customers.

  Our staff try to contact her on many times with not response to get her driver license and insurance to expedite the out-state registration process those documents are need it to do vehicle registration for State guidelines and they have no exemptions.

  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   ***** *******
   GM
   ************
  

  Customer Answer

  Date: 07/23/2024

  I am rejecting this response because:   it is false.  1) I provided my driver's license in person when I purchased the car. 2) No one contacted me until SIXTY-FIVE days after I purchased the car (purchased April 4, 2024, received text message Friday, July 5, 2024 at 4:59 pm) and I had been asking about my new plates. I provided my driver's license and proof of insurance Monday, July 8, 2024 at 4:26 pm.

  Ottosource did not contact me and, in fact, would not return my calls, email, or texts. So, no. They did not try to contact me. 

• Initial Complaint

  Date:04/23/2024

  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 purchased Lexus RX 350 on February 6 *****, from Otto Source dealer location at ******************************************************. Phone #************. they offered me nice extra warranty for 5 years ******* miles under $3500.00, cancel any time without questions. I agreed. After came home checked the paperwork. I found dealership cheated. on the paper 3 years, ****** miles, $33989 for the warranty. After 3 days went to dealership and told them to cancel my warranty. they said, they will send the paperwork to cancel. No response from the dealer. I called the third- party warranty company (North ******************** They said, they have no information about my warranty. I called the dealership, texted salesperson, financing manager. No response. Contacted North ************* care again. They told me, no information about my warranty. Still waiting for my $3989.

  Business Response

  Date: 04/24/2024

  Dear BBB

   

  My name is ************************* and I am the General Manager other here at Ottosource.
  Please accept my sincere apologies for the client's recent negative experience. Im sorry to hear the client is  less than satisfied with the paperwork of the vehicle. Our goal is always the total satisfaction of our customers.
  I did pull the records including the bill of sale ,finance contract and extended warranty documents that the client agreed and signed on 02/06/24 for Maximum shield protection for $3989 36 months  60,000  miles lienholder *********** and can be verified by you or the client.
  contract #************ Administered by ************************************ one of the best in the market.
   cancellations can be initiated by the  the client with a cancelation form signed. The client is welcome to contact our office and get the form by email or fax  
  We value our customers opinions and thank you for bringing this to our attention.
  Respectfully,
  *************************
  GM
  ************
  

  Business Response

  Date: 05/21/2024

  Dear BBB
  
  My name is ************************* and I am the General Manager other here at Ottosource.
  Please accept my sincere apologies for the client's recent negative experience. Im sorry to hear the client is  less than satisfied with the paperwork of the vehicle. Our goal is always the total satisfaction of our customers.
  I did pull the records including the bill of sale ,finance contract and extended warranty documents that the client agreed and signed on 02/06/24 for Maximum shield protection for $3989 36 months  60,000  miles lienholder *********** and can be verified by you or the client.
  contract #************ Administered by ************************************ one of the best in the market.
   cancellations can be initiated by the  the client with a cancelation form signed. The client is welcome to contact our office and get the form by email or fax  
  We value our customers opinions and thank you for bringing this to our attention.
  Respectfully,
  *************************
  GM

  Business Response

  Date: 06/01/2024

  More Information...Dear BBB
  for warranty cancelations they must be initiated by the client, requested a form and sign the form then process they can contact our clerk ******************* at ************ the funds will go to the lien holder unless the vehicle was paid in cash and the Thank you 

• 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.

  The vehicle was mess represented Also paid 4k for a Warranty that I haven't received any paperwork on the car is making a real bad Noise no one wants to email you back or call you back on the matter just take the money and run

  Business Response

  Date: 11/07/2023

  Hello ,BBB
  
  My name is ************************* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the purchase Experience. Our goal is always the total satisfaction of our customers.
  
  Unfortunately, we don't do vehicle returns all sales are final AS IS, service contract can be canceled by the customer request calling the office at ************. Maintenance, upgrades, vehicle subscriptions and extra services Ottosource is not responsible .Ottosource has no liability or obligation under any contract with the client to return the vehicle.  At your convenience, please contact me directly at ************.
  
  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   *************************
   GM
   ************

• Initial Complaint

  Date:09/06/2023

  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.

  Sold a Intellidrive vehicle service contract that doesnt cover anything that its supposed to.

  Business Response

  Date: 09/12/2023

  Hello, BBB
  
  My name is *************************, and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the Client was less than satisfied with the vehicle service Contract. Our goal is always the total satisfaction of our customers.
   
  The process to get a claim cover by the service contract is to have an authorized service facility to start a claim for the vehicle, Maintenance records could be required by them if required. The service contract can be cancel requesting a cancellation form and signed. At your convenience, please contact our office directly at ************.
  
  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   *************************
   GM
   ************

• Initial Complaint

  Date:08/11/2023

  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.

  Purchased vehicle and being told as-is and the extended warranty would cover the manufacture radio if went out completely. The vehicle did not have maintenance services. I ended up paying **** just to bring the vehicle to date with regular maintenance. The dent and scratch coverage would not cover the major dents on the vehicle that I was told by the salesperson and not to worry. Once paper work executed nothing could be done and stated vehicle as is. The platinum warranty company is horrible and cant get in contact after paying almost 5k. ****** learned for purchasing used and not reading reviews.

  Business Response

  Date: 08/12/2023

  Hello ,BBB
  
  
  My name is ************************* and I am the General Manager here at Ottosource.
  
  
   Im sorry to hear that the client was less than satisfied with  the vehicle Experience. Our goal is always the total satisfaction of our customers.
  
  
  Unfortunately the client skipped the process to get a claim cover by their service contract to the correct channels and ordered a service we didn't approve or authorized. Maintenance,upgrades and extra services Ottosource is not  responsible .Ottosource has no liability or obligation under any contract  with the client to pay for maintenance or extra services  . claims under service contract  can be processed by any ****************** facilities . At your convenience, please contact me directly at ************ .
  
  
  We value our customers opinions, and thank you for bringing this to our attention.
  
  
  Respectfully,
  
  
   *************************
   GM
   ************

  Customer Answer

  Date: 08/19/2023

  I am rejecting this response because:   I paid out of pocket for these repairs.  This was not paid by any service agreement. The dealership did not agree to the cost after getting an inspection on the maintenance required to make the vehicle safe and run properly.