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:11/29/2024

  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 a 2015 Mercedes E class on Oct 12th 2024. It has been a total disaster from the day I pulled off the lot and it just keeps getting worse. I have called and emailed the corporate office several times and I still have yet to hear from anyone. I have now been sitting in the lobby since 9:08am and it's 4:26pm CST! I have stopped two people one being a finance manager to get an update. I was told a manager would be out to speak with me an it's an hour later. I have yet to speak with anyone. I was given a car with no gas, ran out of gas, a cracked gasket, squeaky brakes, headlights only working while on auto, etc. I have had to come back over n over again n it seems as though I will need to come back again. This is time, money and my patience being played with. I am angry and there is so much more to this story. I have NEVER in my life seen or experienced anything like this in my entire adult life. When I say this is the worst customer service and dealership ever....I MEAN IT! I would like to return the vehicle ASAP! I can take my business elsewhere like I should have in the beginning! I spoke with a manager by the name of ***** and Mr. *** and still a total disaster!

  Business Response

  Date: 12/04/2024

  Thank you for bringing this concern to our attention. The management team has spoken to the customer to resolve their concerns. A follow-up call was placed on December 2nd to ensure the customer is satisfied with the outcome of their involvement. 

  Thank you. 

• Initial Complaint

  Date:11/25/2024

  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 went to this dealership to finance a vehicle on 10/29/24 and within a week after signing over my Mercedes Benz 2010 they gave me 3500 for that vehicle, 500 cash a total of 4000.00 they had to refinance me because they said the company that original approve me no longer approve me then when I came in to get refinance within a week after this I advise them I was laid off and on Friday 11/8/24. I spoke with Memond who said I needed to speak with the director and when I brought the car I had original finance back in I spoke with Marisol who said in front of myself, mother and husband they will give me my money back that the finance team was gone for the day they have to sign off on it. He stated" I will email you on Monday" all the paperwork, Monday came no email, then I sent email then I spoke with the finance guy Memond who once again advise the same thing, but no one has provided me proof they will refund me no eta of when this will be done, they have been screening my calls sending me to voicemail everytime I call, only returned a call one time, they have not responded to my email, and they have caller ID to see its me that's calling which makes me feel they deliberately don't pick up the phone because one time when I called Memond said how are you doing Ms. ******. I have tried to resolve the matter with this business, but it seem they are trying to stall so they either put 500 miles on the car because I never drove the car or allow time to come for when a note is due and say I am in default when I never officially was approve completely for the vehicle and they cant even give me my car back, They told me that they had already sent my car for auction so I said then give me the value you offered me please assist me with getting this matter resolve.

  Business Response

  Date: 12/06/2024

  Thank you for bringing this concern to our attention. The management team has been in contact with the customer to ensure that they are satisfied with their new vehicle and have confirmed that their previous vehicle was paid off. We sincerely apologize for any inconvenience. 

  Thank you. 

  Customer Answer

  Date: 12/12/2024

  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.  Initially I thought the matter was resolved until when I got in my car yesterday have barely had vehicle 30 days and it would not start kept saying key not valid and the esc was the warning light I tried contacting dealer by going in person the guy that normally deal with me Raheem the manager made him not deal with me so I ask for I C the sales rep the sales rep and another sells rep tells me that I need to put the key to the start button tried that nothing happen the battery is fine or the starter then the rep suggests me to go to store to buy a battery replacement for key which I found out cost 200 dollars why should I be responsible for me spending money to fix this issue now I'm having my car towed today to a Hyundai ship to find out what's wrong and I will have to pay 100 ded and at this point I have lost all trust with this company they keep sending me to the sells rep when a manager should be helping me and on yesterday when I tried to speak the manager he tells me he does not work there but he was behind the desk he tells me he just got transferred to another store and he is only there to do interviews but yet everytime when I come to that store which was three times he was there I say so you can't help me he says u ask for I C a sells rep and that's who you need to talk to it seem I can never talk to a manager or director there I need to be compensated for any expenses I have to spend regarding fixing this vehicle and my first nite due today I resign contract Nov 12 they had me return vehicle gave it back Nov 12 I rarely drive n get n my car n it does not want to start. Finance rep call me regarding this matter originally and Everything was resolved I thought until this why am I always talking to reps no one in charge
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 12/20/2024

  The customer has spoken with the management team who were able to resolve the customer's concerns. They last spoke with the customer on December 18 to ensure there are no other additional issues to address. 

  Thank you. 

• Initial Complaint

  Date:10/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been paying on van for 6 months & haven’t been able to safely drive since receiving & not been able to drive it for months.
  We purchased a Honda Odyssey from AutoNation USA Katy on March 15, 2024. The vehicle needed 3 cosmetic repairs and tint. We signed papers & were told the repairs would take 3 days & we could pick it up on 3/20 as we live 3 hours away. After numerous unanswered calls, misinformation, talking to different managers, etc. they agreed to transport the van to us & finally received it on 4/2. The repairs hadn’t been completed, didn’t have paper plates, and the ABS warning lights were now on (not preexisting). We attempted to contact the dealership & again had numerous unanswered phone calls & emails (appeared to be screening our calls & would not answer). An email on 4/24 confirmed AutoNation USA Austin would schedule and complete the needed work. Again, numerous attempts were made to make arrangements with Austin. They informed they wouldn’t provide a loaner car (guaranteed in the “awesome per Katy store” warranty and by the Katy store) & couldn’t complete all needed work in store (ABS). Also in April, the check engine light came on with a catalytic converter code (so quickly, it would seem catalytic converter cleaner had been used to delay the check engine light). We took the van to our trusted mechanic (approved by warranty) and planned to repair catalytic converter and warranty work (ABS and a shock issue). After initially being told we had a 120 day “waiting period” (losing time and unnecessarily having to verify the warranty coverage), the Warranty would not pay for some of the needed repairs (only 1 of the bad sway bar links and no ABS programming charge).
  Our mechanic basically said the van was not in good condition and may also need other repairs soon.
  We have again attempted to contact the main finance manager at the dealership to discuss returning the car & left voicemails numerous times without response. Nightmare experience!

  Business Response

  Date: 10/17/2024

  Thank you for bringing this concern to our attention. This
  case is under review. We will provide a response within 24-48 business hours.

  Thank you. 

  Customer Answer

  Date: 11/25/2024

  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.]
  
  
  
  Regards,
  
  
  
  The complaint we filed on 10/02/2024 has not been resolved by AutoNation USA Katy. They reached out initially but have again stopped communicating with us. What should our next steps be to get this resolved?
  Thank you for your assistance.
  Brandi *******
  

  
  

  
  
   
  

  Business Response

  Date: 12/10/2024

  The management team at AutoNation USA Katy has attempted to assist the customer continuously. The customer paused communication for a period of time but reached back out on December 3^rd to continue resolving the matter. The customer and the management team are in communication to come to a suitable resolution.

   

   

  Thank you for your time,

   

  Customer Relations

  AutoNation, Inc.

  Customer Answer

  Date: 12/30/2024

  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.  
  
  
  
  

  We have been consistently working with AutoNation USA Katy and had come to a *tolerable* resolution (although not ideal). As we attempted to finalize everything, we were just informed that the terms they offered us were actually refused by the local AutoNation USA Austin dealership and will now require us to deliver the vehicle to their location four hours from our home.

  This is very disappointing as it was already agreed upon (by them and us).

  We will continue to attempt to come to a satisfactory resolution but as of now this awful situation is ongoing.

  Justin & Brandi *******

  
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 01/14/2025

  We sincerely apologize for the inconvenience. As mentioned by the customer, the management team is in contact with them and continues to work on finding a suitable resolution.
  
  
  Thank you for your time, 
  
  Customer Relations
  AutoNation, Inc.
  200 SW 1st Avenue, Fort Lauderdale, FL 33301
  Office: 954-769-4063 
  

  Business Response

  Date: 01/14/2025

  We sincerely apologize for the inconvenience. As mentioned by the customer, the management team is in contact with them and continues to work on finding a suitable resolution.
  
  
  Thank you for your time, 
  
  Customer Relations
  AutoNation, Inc.
  200 SW 1st Avenue, Fort Lauderdale, FL 33301
  Office: 954-769-4063 
  

• Initial Complaint

  Date:08/28/2024

  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.

  I paid >$24k cash for a 2016 370z from ***** on May 7th. They kept telling me the *** is backed up and that Ill take 6-8 weeks for the plates to come in. I called and came in multiples times requesting an update, but on 7/1 they used the same excuse and extended my paper tags. I found this to be absurd, so I reported them to the *** on 7/3 and sent a complaint to AutoNation HQ and *** then calls me on 7/12 to tell me that they FINALLY started the paperwork. I eventually received the plates on 7/18. I bought the car at ****** miles, and due to the nature of my job where I have to park my car and leave the city for days at a time, I havent driven it much in order to prevent myself from being a victim of auto theft. After receiving my plates I was only able to drive it less than 1k miles to 59,4xx before a check engine light came on. I took it to Auto Zone and it came up with the code P219A. We then took it to a mechanic for a full diagnosis and they told me the previous owner never kept up with the maintenance and that AutoNation never added oil because the oil stick was completely dry. Now the engine is completely damaged leaving me with a costly repair. I went back to AutoNation on 8/22 and spoke with Kody. He was looking into the documents and told me that the service mechanic checked everything and added oil and also fixed a check engine light before releasing the car. I asked him what code was there and he said P219A to which I informed him that I received the same code from my mechanic. A code like that would NOT be appear again within a short period of time if the issue was ACTUALLY FIXED before being released for sale. Also, if the engine and oil was inspected before selling, that means they seen the damaged engine and sludge in the oil and failed to disclose that information. I need yall to either install a brand new engine or give me a full refund or further action will be taken.

  Business Response

  Date: 09/04/2024

  Thank you for bringing this concern to our attention. The customer is in direct contact with the management team to resolve their concerns. 

  Thank you. 

• Initial Complaint

  Date:01/04/2024

  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.

  I purchased a used 2016 Mini Clubman vehicle from AutoNation USA Katy end of March 2023. They advertise with a return guarantee and that the vehicles are fully inspected and "ready for the road". The vehicle was not cleaned yet and thereof a wait of *****h before picking up the vehicle was asked of me. This turned into more than a month of wait time (picked up mid June 2023). I was denied the advertised (5 day 250 mile) return guarantee because of the date of contract signing. At pickup the vehicle had mechanical issues that were addressed the same day. An underlying issue (according to mechanics, caused by improper repairs conducted by the selling dealer) makes a new engine necessary, exceeding the purchase price of the vehicle. The recommended extended warranty sold by the dealer along with the vehicle does not cover such damage (in fact, it seems this warranty "Vertitas protection" has nunerous complaints online from customers reporting the same kind of issues). The Dealer does not respond to any requests or messages left by myself of the repair shop (Mini of the Woodlands/part of AutoNation), although they take a message and seem to pretend to care when we call, never to follow up.

  Business Response

  Date: 01/16/2024

  Thank you for bringing this concern to our attention. After the purchase of their vehicle approximately six months ago, the customer voiced their concerns to the management team that resulted in an inspection and consequently the replacement of a broken spark plug, as well as the tightening of hose clamps. The vehicle's current repairs should be covered by their *************** Contract; however, it seems that the customer is having customer service issues with the warranty company. Unfortunately, we have no access to the Veritas system and cannot control the approval granted by the warranty company. We understand this may be frustrating and sincerely apologize for the inconvenience. 

  Thank you. 

  Customer Answer

  Date: 02/08/2024

  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.  

  Documented (month long) repairs before delivery were improperly conducted by ********************, leading to the car being undrivable and requiring a new engine. Documented repairs on the timing belt required disasembly of the engine and detaching the turbocharger. Damage due to inproper overtightening of bolts was caused (or should have been noticed) during this process. 

  The car being undrivable due to a shoddy repair is a breach of implied warranty of the repair of the engine. 

  The denial (in writing) of the advertised 250 mile/5 day return guarantee while not making the vehicle available to the customer is a breach of express warranty as well as a deceptive trade practice.

  Since I was verbally assured and convinced that the ******* extended warranty I was urged to purchase would allow for any issue on the powertrain to be fixed for a flat fee of ~180$ per issue (which is not the case with the coverage offered and sold to me), I also see this as a deceptive trade practice.

  Judging by the many reviews of this business online that sound very much like my personal experience, I believe that *********** USA **** utilizes inproper business practices by default. If this was not the case, I am certain Auto Nation USA **** would have made efforts to contact me or Mini of the Woodlands to resolve this issue. Instead all we get are very friendly promises to follow up (that are never fulfilled) or extremely polite messages denying any responsibility. 

  
  Regards, ******** ******
  
  
   

  
  

  Business Response

  Date: 02/23/2024

  Please see the attached vehicle presale inspection that lists the repairs required (and repaired) before purchase. As previously stated, the vehicle's current required repairs should be covered under their Veritas warranty. The customer will have to contact their warranty provider as we cannot access their system to assist. 

  Thank you. 

  Customer Answer

  Date: 03/12/2024

  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 ******* extended warranty you sold to the customer along with the vehicle does not cover damages caused during repairs conducted by the dealer before delivery/pre-existing damages. 

  Regardless, the damages to the threading were caused due to overtightening of bolts when re-attaching the fuel pump during repairs by AutoNation Katy *** before vehicle delivery to the customer. If they did not cause this defect, it would have had to be noticed during documented replacement of the timing belt, thereof implying this information was withheld from the customer.

  
  Regards
  
  
   

  
  

  Business Response

  Date: 03/22/2024

  We will be unable to assist the customer further as the management team has followed the correct procedure and steps during the sale of this vehicle. Additionally, the management team has attempted to offer the customer multiple solutions in an attempt to resolve this matter which were denied, as previously stated. Please reference the attached presale documentation. 

  Thank you. 

• Initial Complaint

  Date:12/17/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Salesman failed to give us the second key and promised he’d put it in with the license plate and he did. He not will he respond to this matter. He said he’d put it in with the license plate and registration and did not. We need the dealership to provide the second key or pay for one.

  Business Response

  Date: 12/28/2023

  Thank you for bringing this concern to our attention. The customer is in direct contact with the management team and after further discussion a resolution was reache.

  Thank you. 

   

• Initial Complaint

  Date:09/07/2023

  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 used 2014 *** ** on Saturday, July 29th, 2023. I dealt with sales guy, Syed. Before I signed paperwork to purchase, I was told that the broken (held on with Duct Tape) passenger side mirror would be fixed on the following Monday as well as detailing and other minor things including the tint I paid $300 for. As I was signing paperwork, I was reassured the mirror would be fixed, and I left the car with the dealership as there was a 5 day return window starting on Monday. Come Monday, July 31st, I sent a text to Syed inquiring what time I could expect to pick up the car with the fixed mirror. He then informed me that everything other than the mirror was done and car was ready for pick up. When I asked about the mirror, he told me they were awaiting parts as it was on back order and estimated time frame would be a week. This was not was I was promised. I reached out to the dealership and was given a manager's email. I emailed him. Attached. I believe I then got a call from another manager, Roger, from when I informed him of the situation and we discussed that this needs to be a learning matter for Syed as he shouldn't make promises if he doesn't know the full details. From there, texts were sent back and forth which ultimately took over a month to get the mirror part in. And it was only suddenly able to be "available" after I did my own research and called two separate *** *********** who informed me that even if they didn't have all the parts in stock, they both would be able to have them in two business days from Dallas, TX. I believe the dealership was trying to find the cheapest part or hoping that I would give up and not continue to press on about what I was promised. Even when I asked Roger for his manager's email, I was given a name whom I confirmed with the dealership was just another Sales Manager. I got another name from them, but have yet to receive a return email. I am supposed to go this Friday, Sept 8th, to get the mirror and windows tinted.

  Business Response

  Date: 09/22/2023

  Thank you for bringing this concern to our attention. The customer is now in direct contact with the management team, who are assisting the customer with completing repairs. 

  Thank you. 

  Customer Answer

  Date: 09/28/2023

  [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.  
  
  
  
  
  
  
  
   
  

• Initial Complaint

  Date:09/28/2022

  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.

  I purchased a vehicle with them about 11 months ago and included an extended warranty they offered. I purchased being an out of state resident. When I got home with the vehicle a couple months later I found out the warranty wasn’t good for anywhere around me so I asked to cancel it. In the 4 months I had already had the car I still hadn’t received the tag for the said vehicle either and they kept sending temp tags, finally received it a month after that. I asked to cancel the warranty back in February, signed for it to be canceled and have the check sent to my loan company. I’ve constantly been getting the run around from them saying the sent it but after having multiple calls with my loan company they haven’t received anything from them. It’s been 7 months since I signed for it to be cancelled and nothing. I have countless emails stating all of this and they now refuse to take my phone calls or hang up on me! On top of all this, I have since found out the vehicle has numerous things wrong with it and and they did some unsafe adjustments to the vehicle that someone as myself wouldn’t notice. Multiple mechanics have stated this to me along with what they did. I want my money I payed for the warranty sent to my loan company asap and be compensated for all of this unlawful and indecent behavior I’ve had to constantly deal with with this company. They have caused me nothing but issues and put me in a terrible bind with the vehicle.

  Business Response

  Date: 09/29/2022

  Thank you for bringing this concern to our attention. 

  After investigating the warranty cancellation, a check was issued to the customer's lienholder on September 8th (please see attached) 

  The lienholder however uses a PO Box which might cause a delay in the processing times. 

  We will more than happy to verify on our end if this check was received and deposited by the lienholder.

   

  The customer can use the check details provided in the attachment to inquire with their lienholder.

   

  Thank you.

  Customer Answer

  Date: 10/05/2022

  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,
  
  
  
   
  According to my emails from this unacceptable establishment the date and amount is incorrect. The warranty was canceled back in February by the document I signed and faxed to them. So I would also like an explanation as to why it took 7 months to cancel my request when I was told it would be 6-8 weeks. This is just extremely horrible customer service on their part!! 
  

  Business Response

  Date: 10/24/2022

  We sincerely apologize for any inconvenience you may have experienced due to the delay in the warranty cancellation and refund issued.

  The customer has verified that the funds were received by their lienholder. 

  Thank you

• Initial Complaint

  Date:09/12/2022

  Type:Customer Service 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.

  Sold my car (2016 BMW 528i, 77,556 miles) to them on 08/18/2022, and got their note on Payoff my loan to TD Bank on 08/28/2022.
  
  Till today, 9/12/2022, the loan is still under my name, although the car has been sold to other customer by the dealership.
  
  I called the location on 09/06/2022 (Brittany ******, the Vehicle Acquisition Specialist) to ask about the solution, and got notified that someone from their location would call me back the next day. Unfortunately, nobody has called since then.

  Business Response

  Date: 09/16/2022

  Thank you for bringing this concern to our attention. 

   

  We have issued and sent pay off check to customer's lienholder. We have received confirmation that the check was posted and cashed on 08/24/2022 (please see attached). We recommend that the customer allow some time for the balance of loan to be credited and updated. We also recommend that the customer contact their lienholder to check the status of the pay off using the check information provided. 

   

  Thank you.

  Customer Answer

  Date: 09/22/2022

  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.  
  
  
  

  Thank you for the feedback from the Business. However, as I
  mentioned, I am not the owner of the pay-off check, and did not mail it
  out to the financial institution. Therefore, it is not my responsibility
  to contact the bank and inquire about the check. It should be the
  dealership to contact the bank, provide any related documents and
  inquire about the status of it.
  
  
  
  Regards,
  
  
  
  
   
  

  Business Response

  Date: 10/04/2022

  The payoff check was received by the lienholder and the customer has been advised. A copy of the check was provided to the customer and the customer confirmed that they have received the payoff.

   

  We apologize for any inconvenience this delay may have caused. 

   

  We are requesting this complaint to be closed.

  Thank you.

  Customer Answer

  Date: 10/04/2022

  [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 confirm that the business has resolved the issue. Thanks.