Complaints

This profile includes complaints for DeMontrond Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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DeMontrond Automotive Group, Inc. has 5 locations, listed below.

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  DeMontrond Automotive Group, Inc.

  17925 North Fwy Houston, TX 77090-4909

• 

  DeMontrond Automotive Group, Inc.

  303 Ark Dr Conroe, TX 77304

• 

  DeMontrond Automotive Group, Inc.

  3260 Gulf Fwy, Ste B Texas City, TX 77591

• 

  DeMontrond Automotive Group, Inc.

  14101 North Fwy Houston, TX 77090-6919

• 

  DeMontrond Automotive Group, Inc.

  12600 Kuykendahl Rd Ste A Houston, TX 77090-6906

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:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DeMontrond Buick had my truck for six months and did not follow through with the repairs. I was told that my rims were not able to be repaired. Invoiced the insurance company received the money and used my original rims that were damaged. I asked for my front bumper that was replaced, but told on the date I got the truck back I couldn't get my bumper. The right front rim did take a direct hit during the collision. I asked had they repaired the hub, and hadn't been checked. After getting my truck back the right front tire has a distinct bump in it. The following day I noticed the brakes were not stopping properly. Since I've conducted a complete inspection, the right side bed panel has a Crack on the inside and marks as if was beaten with a hammer.

  Business Response

  Date: 05/21/2025

  Manager reached out to customer by phone.  Customer went over issues but did not want to bring vehicle back to dealership.  Customer is going to have someone local look at their vehicle since it is a long drive back to the dealership.  Manager asked customer to let us know once vehicle is inspected to call us with the report.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  We have not addressed the fact that I have nothing to drive. Nor, have we discussed the matter about my bumper. Also, this must be addressed about my rims. This is not the only issues that must be made clear to me. 
  

  Business Response

  Date: 06/02/2025

  Manager called customer to review concerns.  Customer lives 2 hours from dealership.  Dealer offered to look at the vehicle or for customer to take it to a local dealership for inspection of concerns.  

  Customer Answer

  Date: 06/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  There offer doesn't satisfy all of my issues. To this date I have towed the truck to a body shop as well as a tire and rim shop. Which I have paid out of pocket. Other issues not addressed is the replacement of my bumper, the rims that were not replaced, the rear bumper mat, which they did get paid for by the insurance. Along with reimbursement for six months of rental which I paid for due to the length of time they keep me out of my truck. All of this is and has caused undo stress and hardship to me.
  Regards,
  
  
   
  

  Business Response

  Date: 06/16/2025

  Dealership has still not been contacted by Customer or outside inspection company. Waiting to hear from customers outside inspection company, 

• Initial Complaint

  Date:05/08/2025

  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.

  A deposit of refundable $1000 was made towards booking **************** car. Since I do not like the car I have been asking for a refund for the past 3 months. The matter has not yet resolved. Phone number is************ email address is **************************************** 1 attachment

  Business Response

  Date: 06/27/2025

  We have made attempts to refund customer ******* ****** the $1000 deposit that he left on the ** Buzz.  He does not have the old credit card that the deposit was made through.  That card is inactive.  We offered a check refund.  He refused.  He wants the deposit to be refunded to a new credit card which is not possible.  Thak you

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  They did not offer a check. If they did why would I not accept it?

  
   
  Regards,

   

  ******** ******
  
  
   

  
  

  Business Response

  Date: 07/10/2025

  We made efforts to refund the $1000.  We have offered a check.  If he accepts it,  that would be great.  Thank you

  Customer Answer

  Date: 07/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  

  Please mail a copy of the check to ***************************************** to ******** ******.

  Please ensure that you take picture of the check and send me to ***************************************

  I will need to provide the transaction details of the check deposit to BBB to close the case.

  Thanks for your kind help

  ******** ******

  **********
  
  
  
   

  
  

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An employee/the person who sold us the car told us to bring our vehicle into ********** **** for repair, despite our warranty saying to bring it into demontrond. We have now been out of a vehicle since 3/17, will have to pay $200 for a diagnosis and have to pay for a tow truck to bring our vehicle 88 miles. Had we been given correct information we would have brought it to the correct place to begin with.

  Business Response

  Date: 04/07/2025

  Talked with ******* ******* and we are getting the vehicle towed to our **** Shop for repairs.  

• Initial Complaint

  Date:03/14/2025

  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 contacted this dealer about a used vehicle they had for sale I told them an out the door price i had a trade in and significant cash down. on top of them offering 20k dollars for a 32k dollar truck. they gave me an out the door price i was okay with so we agreed and i went to the bank on a Tuesday and got the deal worked up. i told them i would have a check wrote within ten minutes then we proceeded. the dealer back tracked and said they would on take a wire transfer. after that it took till Friday with barely any response from the dealer. then my sales lady got an attitude upon my repeated attempts to finish this deal saying she has customers. i drove six and a half hours to this dealership truck was not 100 % what i was told. they also told me i had no choice but to pay texas taxes and fees even though i am from out of state after arguing back and forth they finally got my taxes from my state. then sent me a new buyers order for more than we agreed to and wrote a check for. well the taxes were incorrect. so i bought the truck and drove home. they did not have the title but i was told the check and all my information had been sent. a month goes by and no paperwork or check. i called and was told they just got the title and said it was sent. i said okay. well 2 months in no check or paperwork. so i drove the six and a half hours back down to the dealer and nothing had been done and was told there was nothing they could do because my tax collector had not responded to there third party titling company but i had an email that stated other wise after 4 hours at the dealer we had come to an agreement so i left. i called there title company and nothing the dealer said matches what they said. i got the title paper work 2 and a half months in and i finally have the tag but i am still owed the remainder of the taxes which i was told was sent before leaving the dealer almost 4 months in I've called at least a hundred times and they are still processing my return check

  Business Response

  Date: 04/07/2025

  The refund check was delivered to customer on 3/27/2025. Attached is a copy of the check and the delivery notice. Please reach out to me personally at ************ if you need anything. 

  Thanks, 

  *** ******* - General Manager

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint Against DeMontrond Kia Fraudulent Business Practices Dear Better Business Bureau,On December 31, 2024, I purchased a 2017 ****** Corolla from DeMontrond Kia. The same day I drove it home, it began making concerning noises. I immediately contacted the dealership, and they assured me they would inspect it. However, they made me wait five days before falsely claiming the car was fine.Upon further investigation, I discovered that they never actually checked the vehicle as they had claimed. They told me they test-drove it, but I have proof that the mileage did not change, meaning no inspection occurred.After I pushed back, they said they would send the car to ****** for a third-party assessment. However, before they did, I had already paid an independent mechanic, who confirmed the car had transmission issues. ****** later confirmed the same issue in their inspection.The dealerships manager, ****, assured me that if ******* report showed issues, they would fix the car. However, he did not honor his word and refused to repair it. I then spoke to **** *****, who said he would take care of it.After holding my car for more time, they called and said it was ready to be picked up, yet nothing had been fixed. They then claimed that even though ****** confirmed transmission issues, they would not repair it because it was still safe to drive.I confronted **** ***** again, and he told me to leave my keys with him. Another week passed, and they finally informed me that they would not fix the car at all.Key Issues:The dealership knowingly sold me a defective vehicle.They lied about inspecting and repairing it.They deliberately delayed the process to avoid a return.They refused to honor their commitment to repairs.When I tried to return the car the next day, they refused. Now, I am stuck with a car with known transmission issues that they refuse to fix.

  Business Response

  Date: 05/12/2025

  Demontrond Kia repaired the vehicle in question.  It was road-tested and inspected by platform fixed ops director, ***** *****,  service director,  ******* *******,  and General Manager, ******* *****.  The vehicle had no driveable issues.  At the time of re-delivery,  a full refund was offered to the customer if the car did not meet their satisfaction.  The buy back offer still stands.  Thank you,  ******* *****

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dealer misrepresented or gave conflicting information on the vehicle and our interactions at all steps of the sales process. - Said the vehicle was already tinted when it was not - Said the vehicle was long range when it was not - Said the vehicle was Lariat trim when it was not - Said they would call me back on Tuesday 1/14 and did not - Said they would return my charging adapter which I purchased and paid for *** return pickup and did not I also have an audio recording of the dealer admitting these misrepresentations as well but deflecting to the window sticker being their only liability.

  Business Response

  Date: 02/05/2025

  Mr. ******* did not purchase a vehicle from DeMontrond GMC. Customer found vehicle online and called and put a nonrefundable deposit on vehicle. Signed agreement attached.   We held vehicle for five days and customer decided not to purchase vehicle. Since then, Mr. ******* has disputed his charge with the credit card company. We did receive the charge adapter that he had shipped to us. I will make sure this gets shipped back to customer. Please contact me directly if you have any additional. *** ******* ************

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Their response does not address any of the misrepresentations of the vehicle, nor have they returned my personal property which they've held for a month at this point. I would not have put down the deposit if they had correctly represented the vehicle. 
  
  Regards,
  
  
   
  

  Business Response

  Date: 02/12/2025

  attached is the fed-ex receipt and tracking number for the charger he had shipped here. I cannot refund the money; customer disputed the charge with credit card company. Until the dispute is resolved we do not have the funds. I attached the non-refundable deposit form the customer signed. please reach out if you have any questions. *** ******* ************

• Initial Complaint

  Date:12/14/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a car on November 9th, 2024 from DeMontrond with an extended warranty. Within two business days of the sale, we attempted to reach the dealership finance department to cancel the warranty, which was within our contractual rights of 60 days, and after being informed at the time of the sale that it would be a quick process.
  
  My wife and I have reached out multiple times in person and over the phone only to get the run around or no calls back from the DeMontrond finance team. After countless attempts to reach the finance rep who ran the sale, he finally responded by email on our cancellation request two weeks after vehicle purchase.
  
  We promptly sent our signed form and odometer reading same day, and were informed cancellation would take 6 to 8 weeks - which would push us out of our 60 day cancellation period. We escalated this to the DeMontrond Chevrolet general manager, who then told us cancellations may take 90 days.
  
  This is completely unacceptable, as our written contract states nothing about these completely preventable and dealership imposed delays. We have repeatedly tried to escalate this matter to someone at DeMontrond of this fraudulent practice and ensure our warranty cancellation is submitted in a timely manner ASAP. There is nothing prohibiting the DeMontrond team from notifying the warranty company with required and signed paperwork that was submitted over three weeks ago.

  Business Response

  Date: 12/16/2024

  Good morning,

  We are working with the client and our cancellations department with the extended service contract company to expedite the cancellation of the client's product. No fraudulent representation of any product or service has been made, and the client's full amount of the service contract will be refunded because it was requested within the 60-day time window.

  Thank you.

  Customer Answer

  Date: 12/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  I am willing to drop the complaint once the refund has been processed in its entirety and communicated to the lienholder. As it stands, this is the only communication channel in which DeMontrond has taken ownership of the issue, and I do not wish to resolve this case until the promise of a full refund (for the warranty cancellation) is fulfilled. 

  
  Regards,
  

  ****** ****

  Customer Answer

  Date: 01/10/2025

  Better Business Bureau:
  
  
  
  This letter is to inform you that DeMontrond Automotive Group, Inc. has carried out to my satisfaction the resolution it proposed for my complaint, filed on 12/14/2024 and assigned ID ********.
  
  
  
  Regards,

   

  Afternoon,
  The issue was resolved as-of last week on Jan 2nd, so the compliant can now be closed.
  Thanks
  

  
  

  
  

• Initial Complaint

  Date:11/04/2024

  Type:Order 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 October 26th I went here to turn in my lease that was due by 10/31. The manager **** talked me into selling it to them instead, and the used car manager said they would give me $17,400 for it and I owe $16,300. He gave me documents to sign they were blank he said because he needed to fill them out later and email me copies that day then a check by next Tuesday. I trusted him and gave him my keys and left. No emails. No calls. I started calling Tuesday when I received nothing. He finally called me back and said give him til Wednesday at noon. No call. No email with copies of that I signed. Everyday since I called my husband called we left messages and I emailed at least 4 times. Since Oct 30, we have had zero contact from anyone at this business. I am so confused as to what he actually did with my car, and my signature.

  Business Response

  Date: 11/30/2024

  I spoke with *** *****,  the individual who had made the complaint.  We had difficulty receiving the title and lien information to the vehicle that *** sold to Demontrond.  We have resolved the titling issue and fedexed *** the check for the balance owed to her.  She is satisfied with the check being fedexed and receiving it Tuesday the 4th of December.  

• Initial Complaint

  Date:10/03/2024

  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 am writing to express our disappointment regarding the status of the $4,000 check payment for the sale of our 2015 GMC Terrain SLT, which was completed on August 31, 2024. It has now been over a month since that transaction, and we have yet to receive the payment.
  
  We have confirmed with the DMV that the title was sent to the dealership on September 18, so we are unsure of the delay. This process has been quite stressful, and we have had minimal communication from Demontrond Kia, which has only added to our frustration.
  
  We also see that the vehicle is no longer posted on the website for sale when it was a few weeks ago. This seems to indicate that the title has been received and the vehicle has been sold by the dealership.
  
  We kindly request an update on the status of our payment. Thank you for your attention to this matter, and we look forward to your prompt response.

  Business Response

  Date: 10/09/2024

  I apologize for the delay.

  I confirmed that the customer has received her check.

• Initial Complaint

  Date:09/17/2024

  Type:Service or Repair 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 went To Demontrond Buick on September 12th to have my in warranty "Shift to Park" error fixed on my brand new car. The tech who worked on my car named "Kelvin *******" damaged my car in the process. My damages include:
  1. A loose shifter that comes off while driving.
  2. scuff marks from using improper tools to access the shifter.
  3. Scuff marks on my door and the door sill kick panel.
  
  A total of $1436.09 in damages per another buick dealer that went behind them to survey damages.

  Business Response

  Date: 10/03/2024

  The request from customer has been satisfied.  

  Customer Answer

  Date: 10/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  Tom *******: I texted the GM Tom ******* on Friday October 4, 2024 and he said "I approved the request for work - they emailed me. I approved everything beside the door panel. We don't pay for work until the work is done. Please have them reach out to me for payment after the work is completed.

  Kerry *********: Well I cannot respond to the BBB and say my complaint has been satisfied. Part and not all is "Unsatisfactory" at this point.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Customer Answer

  Date: 10/24/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  They need to specify that they are covering all $1436.09 of the total cost in their statement. I will not close this complaint until my car has been repaired correctly. The part they destroyed is on backorder and could take months.

  
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 11/04/2024

  We have agreed to pay for any damages that we may have caused. We are waiting for Kerry to get the work performed by another dealership. 

  Any questions please reach out to me personally. 281-799-**** Tom *******

  Customer Answer

  Date: 11/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  The parts have not come available yet and are on back order.
  

  Until my car gets completely repaired this complaint will remain open.

  Stop contacting me every week that is annoying!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 11/25/2024

  We have agreed to repair customers vehicle. We are still waiting on customer to get work performed by another dealership. Please let me know when work is performed. Thanks Tom ******* 281-799-****

  Please reach out to me personally if I can help in any way. 

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  I will not close this case until my car is repaired.
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Customer Answer

  Date: 12/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  Some parts arrived and some didn't. We are still waiting for parts to arrive to complete "ALL" repairs.

  Regards,

  
  
  
  
  
   

  
  

  Business Response

  Date: 12/30/2024

  we have told the consumer several times that we would take care of the repair. The consumer will not get repair done. I request that this complaint be closed. Tom ******* 281-799-****.

  Customer Answer

  Date: 01/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me even though they knew we were waiting on parts to arrive !!!!!!!!!!!!!!!!!!!  
  
  
  
  The repairs were finally completed on 1/2/2025 to my satisfaction. 

  Kerry *********