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:03/29/2025

  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.

  My wife and I found a 2014 ***** GX460 on ABZ Motors website and ran a Car Fax and Autocheck on the vehicle and it came back with a good amount of service history on it. We taste drove it and it felt pretty good so we decided to pursue purchasing it. We were told by two employees that the vehicle had been properly inspected, fluids were good and overall, the vehicle was in very good shape. I told them that my wife is pregnant and we really just wanted a reliable vehicle and they kept ensuring us that the vehicle was in great condition. So we went through with it and in less than a month and less than 50 miles of driving the check engine light came on and I found A LOT of mold growing on the seatbelts in the back. I just feel this dealership does some shady practices like reset the codes so its clean on the test drives but come on later. I took pictures of the mold and asked if they would do anything to fix this and they acted like it but now they wont answer any communication. I am concerned with the safety of my wife and child the most when it comes to breathing in the mold. And I have personally done my best to cleaned the mold and prevent it from spreading. For the check engine light I have taken it to a ***** GX specialist and he said the car is leaking a lot of power steering fluid as well as transmission fluid. And also most of the fluids are low and does not appear to have ever been changed. Everything the dealership told us was a lie. I paid approximately $21k for the vehicle and now have been quoted $9700 worth of parts and labor. I am beyond frustrated with how we were treated at the dealership. And would like for them to discount the car or help pay for some of these more major repairs.

  Business Response

  Date: 04/03/2025

  We have attached our response as well as copies of the documents that this customer signed. An extended service contract was offered but the customer declined.  This vehicle was inspected prior to delivery and there were no issues.  It is not our practice to only sell a car one time. We want to gain a customer for life.  We want our customer to come to us for their service needs as well as any future vehicle purchases. We want them to send their family and friend's to our dealership.

• Initial Complaint

  Date:01/05/2025

  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.

  On January 4, 2025, I attempted to purchase a 2023 BMW X1 xDrive28i (VIN: *****************) from ABZ Motors in Houston. The dealership’s practices appear to violate multiple provisions of the FTC CARS Rule (16 CFR Part 463, effective July 30, 2024).
  
  Documented Violations
  1. Express Consent Violation
  • Dealer requires mandatory $1,995 “Total Value Adds” without obtaining express, informed consent
  • Text messages show salesperson Joe admitting add-ons are “not mandatory” but “added value”
  • Recorded conversation documents dealership insisting on mandatory add-ons despite written admission
  2. Pricing Misrepresentation
  • Dealership threatened to raise negotiated base price ($31,429) if add-ons removed
  • This constitutes a bait-and-switch tactic prohibited under the CARS Rule
  • Written invoice shows separate line items for unrequested add-ons
  
  Evidence of Non-Compliance
  I have documented evidence including:
  1. Text message thread showing:
  • Admission that add-ons are “not mandatory”, which were then stated to be “not optional”
  • Dealer’s attempt to justify charges as “already done to every car”
  • Written confirmation of $1,995 charge breakdown
  2. Written invoice showing:
  • Net selling price: $31,429
  • Separate “Total Value Adds”: $1,995
  • Clear itemization of charges
  3. Audio recording of dealership:
  • Stating add-ons are mandatory
  • Threatening to raise base price if removed
  • Refusing to honor negotiated price without add-ons
  
  Legal Requirements
  The CARS Rule specifically prohibits:
  1. Charging for add-ons without express, informed consent
  2. Requiring payment for pre-installed features without consent
  3. Misrepresenting the optional nature of add-ons
  
  Similar cases have resulted in FTC enforcement actions, and adds significant discomfort and frustration to buyers. Most dealers have stopped doing this but ABZ has not and there are many testimonials of this online in their reviews.

  Business Response

  Date: 01/09/2025

  Our response to this complaint.
  First and foremost, our managers tried to negotiate a fair
  price with this customer at the time of the sale.  Also, our 1995.00 dealer addendum is listed
  on our website.  Our goal is to be fair
  with all our consumers to get this best possible deal for the vehicle they are
  wanting to purchase.
  Our sales manager and the sales consultants work together to
  make our transactions as smooth as possible. 
  We do not add any items without fully disclosing them to our
  customers.  In regard to the CARS ruling,
  we do not misrepresent our addons to our customers.   The following statement is listed on our
  website.  We fully disclose this information
  when we advertise a car’s price.  Our
  website is monitored by a third-party company to ensure that we are following
  all compliance procedures.
  We regret that we could not come to a satisfactory
  resolution to accommodate this customer. Customer service and customer loyalty
  are things we value at ABZ Motors.  Our
  goal is to make a customer for life.  So
  that our customers return to us not only for future purchases, but also for
  their vehicle service and maintenance needs.

  
  *INTERNET
  PRICE DOES NOT INCLUDE SALES TAX, TITLE,REGISTRATION, INSPECTION
  FEE,DOCUMENTATION FEES AND PLATINUM APPEARANCE PROTECTION PACKAGE WITH LOJACK
  ANTI-THEFT of $1995.00.

• Initial Complaint

  Date:01/27/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 date of the transaction was December 15, 2023.
  
  The amount paid to the business was $1,000.
  
  The sales of a 2023 Lexus LX 600 ultra LU
  
  The purchase fell through due to my being unable to fully source the funds needed to complete the purchase of the vehicle.
  
  The business has not tried to resolve the issue and has insisted on holding on to the deposit and not refunding it back to me. I have made serious calls and complained through TrueCar, where I found the advertisement and also the dealership through several calls. All to no avail.
  
  Order number: ****** and ZELLE CONFIRMATION NUMBER: **********.

  Business Response

  Date: 01/27/2024

  This has been resolved with the client. We had returned her trade and unwinded the deal. If proofs needed please feel free we can share necessary documents. 

  Customer Answer

  Date: 01/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action has not been resolved my complaint.  My deposit has not be refunded and if they show they have settled with me please let them provide a copy of my refund and how is was refund with the sum of $1,000. I have not till today received a correspondence from any representative of the company either by email , text , call or mail. Please request for proof where my refund was returned and in what form was my refund returned and to whom was refund returned too. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/29/2024

  Previous response was for another complaint #********. Please disregard that. According to this deal. Our deposits are non-refundable and customers are aware of that. We took the vehicle off the market so for that reason there is no refund due to client. Thank you 

  Customer Answer

  Date: 01/30/2024

  Having assessed the business's response to complaint ID ********, I conclude that their proposed action has not resolved my complaint. In my correspondence with the sales representative, Mayra **********, she confirmed the presence of the non-refundable deposit policy on their website. However, I wish to emphasize that I discovered the vehicle on a third-party platform, TrueCar, where this information was not evident. There is a clear discrepancy between the details on the third-party site and subsequent communications, which is deceptive.
  
  Furthermore, the crucial information regarding the non-refundable deposit policy was not communicated to me either before making the deposit or before signing the contract. When I specifically asked the representative if it was outlined in the contract, she responded with a firm "No." This lack of consistency has resulted in considerable confusion and a sense of deception on the part of the business.
  
  To achieve a fair resolution, I kindly request your intervention to ensure that the business addresses the inconsistency in information between their third-party platforms and official website regarding the non-refundable deposit policy. Additionally, it is crucial that they promptly clarify their policies on platforms where their products are displayed for sale, as transparency is fundamental to any contract. Sales by deceit render a contract void in many scenarios, and I believe it is imperative to address this issue promptly.
  

• Initial Complaint

  Date:12/20/2023

  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.

  November 6th Car Financed to **** **** 11AM
  November 6th Cash illeg**** taken
  December 2nd Car registered in my name
  December 14th Registration Approved
  December 14th **** ******* does not have a copy of the title nor lien holder information. Contract
  December 21-29 1st payment due **** ******* 
  ABZ owes **** ********* $3,000 the dealer and I agreed to finance $13,376. They added on warranties not under disclosure. I have documents to prove. The buy rate was set at 21% interests. I agree to the loan amount with abz motors for $13,376 In violation of US COde 1662 B. ABZ motors I refused any warranty. I have receipts the dealer asked me to put up $3,000 towards the loan amount. ? the Balance is incorrect. The dealer warranties include $315 key protection. (returned) $995 Dealership paint package. The amount financed is now listed on my bill as $16,376. Balance should deduct all taken in cash illeg****. $12,066 should be the tinder amount owed. Collect your money from the dealer. I would like this balance to be reported to my consumer report. **** has not reported to any bureaus. I have made notice of the dispute for incorrect balance once **** post. With this information **** has time to make it right by correcting the balance and due date before they make a report on my consumer profile. I will monitor all activity with ********** and ********.
  This company financed a vehicle more than I agreed and then charged me the fees in cash.

  Business Response

  Date: 07/11/2024

  From: Emad ******* <***********ors.com>
  Date: Wed, Jul 3, 2024 at 1:53 PM
  Subject: Re: ********
  To: drteam <[email protected]>
  
  Hello, 
  
  I pulled his deal from the archive and went over everything. I cannot see how we charge him extra fees. Looking up the whole deal as well, We discounted the car for him around $1,300 of the original price. Regarding the policies he agreed on these protections and signed them up at his full satisfaction. We do not force customers to buy warranties or purchase cars from us. I attached all the supporting documents to review. 
  
   
  
   
  Emad ****** 
  Finance Manager
  
  AutoByZack Inc. ABZ MOTORS
  713-839-9800  |  713-337-9864  |  www.abzmotors.com
  *************s.com  |  9120 Southwest Frwy, Houston TX 77074
  
  
  
  
  
  

• Initial Complaint

  Date:12/16/2023

  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 traded in my Cadillac XT5 Luxury (18,000) and purchased my new Mercedes Benz GLS 450 from ABZ motors. I let the Salesman, Chris ********, know that I was already Pre approved by capital one bank; they told me that was great and told me to sign my title while they got the paperwork ready, only for their manager Leo ***** *****, to say they don't use my bank; I have to filled out the application with their in house banks; so I applied for city bank,They fraudulently using **** bank when I Specifically ONLY Authorized **** Bank. It's been 3 weeks since I have purchased the vehicle, (Nov 25, 2023) the first day I noticed some minor cosmetic problems and let the dealership know. they gave me a loaner x5 BMW (Nov 27,2023) and the Mercedes was going to Mercedes dealership to fix. I got the runaround, trying to find out details on my car. On Dec 8th, Chris called and asked if they could pick up the loaner X5 BMW in exchange for a smaller BMW x3 because there's a buyer for the X5, I sent him an address and there was an exchange the same day I have NOT heard from them ever since leaving me stuck to deal with a dirty car with faulty breaks and multiple other minor issues; Another thing is the list of additional charges they racked up including a LoJack service that's for their benefit why should I be paying ? There are way too many inconsistencies, unreasonably high interest rate through their in-house auto finance loan service adding extra charges that all add up to inflate the final cost of the car ($91,002.75) on a car the was $57,991 - 18,000 plus taxes and fees; After the completion of my payments! which is almost doubled in value! The Credit application to Ally Financial was unauthorized, therefore this whole Loan transaction should deemed as fraudulent. At the point I just need me car back or the $18,000, so I can purchase another family car

  Business Response

  Date: 01/29/2024

  We took care of these client by returning their trade and unwind the sale. I don’t understand what this complaint is about? Feel free to reach me at (832) 423-0428 

• Initial Complaint

  Date:12/31/2022

  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.

  they scammed me on a car i purchased from their website

  Business Response

  Date: 07/11/2024

  From: Emad ******* <[email protected]>
  Date: Wed, Jul 3, 2024 at 2:35 PM
  Subject: Re: 18667392
  To: drteam <[email protected]>
  
  Hello, 
  
  This guy did not buy a car from us at all. We cannot find anything in his name in our deals history at all. Please, can you get us the supporting documents of his purchase. Maybe it is in his wife's name.
   
  Emad ****** 
  
  AutoByZack Inc. ABZ MOTORS
  713-839-9800  |  713-337-9864  |  www.abzmotors.com
  ******************  |  9120 Southwest Frwy, Houston TX 77074
  
  
  

• Initial Complaint

  Date:08/18/2022

  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.

  Purchased a car in May of 2022 from ABZ and it’s the third week of August and I’ve yet to receive the title. My credit union has sent me a letter threatening default of the loan due to the delinquent title and unsecured assets. My local DMV sent me a letter stating to review insurance and license plates from the vehicle I sold to buy this car. The discrepancy between the 2 so far is over $300 in penalties for not surrendering the tag due to delinquent titling. The title department wouldn’t find the issue to the hold up so I had to call the NJ DMV and obtain all the information I could and provide it to ABZ motors or we wouldn’t even be this far along in the process. I have requested a buyback of the vehicle due to all the fines and legal action threatened and thrown upon due to their inability to make sure everything is in place before selling someone that travelled 1,000 miles to buy a vehicle from them. I do not recommend this dealership.

  Business Response

  Date: 07/11/2024

  From: **** ******* ********************
  Date: Wed, Jul 3, 2024 at 2:04 PM
  Subject: Re: ********
  To: drteam <[email protected]>
  
  Hello,
  
  Regarding this complaint
  
  We were told we didn't have the most recent title. Since the title was a New Jersey title that had a lien, we requested the title on 06/2/22.
  On August 9th,2022 NJ DMV sent a rejection back to us stating the auction had to request the title.
  We then contacted the auction to help us get this title which we finally received 10/19/22.
  During this time, we communicated with the credit union, the customer, and our title clerk.
  He didn't like our answers. However, an unfortunate incident left us at the mercy of others.
  The processing time for the NJ DMV is around 60-80 days so each delay increased our time. At the time we offered the customer to finance through us instead of his credit union which he declined even after telling him titling with credit union would take months before it is done, and we do not understand how we are scammers according to the customer. Please, check the attachment for the supporting documents
   
  

  Emad ****** 

  
  AutoByZack Inc. ABZ MOTORS
  713-839-9800  |  713-337-9864  |  www.abzmotors.com
  ****@abzmotors.com  |  9120 Southwest Frwy, Houston TX 77074
  
  

  
  

  Customer Answer

  Date: 07/11/2024

  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.  
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  I was not offered to finance through them to expedite the process, and even if I was, I wouldn’t have accepted it because that’s unethical business. It’s known that dealer’s receive kickbacks for getting people to use their lender, so not getting the title processed in a timely manner because I used my own lender and then promoting the fact that using their lender will get me the title faster is extortion. This proves that this business operates with malicious intent and preys on its customers. The customer service was terrible and untimely and it was nothing but excuses every time. I only got the run around and the management wouldn’t even take my calls, from a concerned, respectful, and easy to work with customer. But we all get tired of the excuses. Failed operations and horrible management. Will never do business with this dealership again. 
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 07/11/2024

  As we mentioned before. We have no control how his states DMV operate, and how his lender support that. We did our part the right way by sending everything needed on timely manner,  and I attached all the necessary documents as a proof of that. The delay was by his state's DMV not us.