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:05/19/2025

  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.

  I was promised to be sold a vehicle with the blower motor and rotors fixed and then when I was about to buy the car they didnt fix the items and changed their stance and said its as is. They made invalid promises and are changing the price of the car. They lied and put this in writing. This is bait and switch.

  Business Response

  Date: 06/16/2025

  We have been in contact with the customer since this complaint, they bought the vehicle a few days later after the complaint. We did end up fixing a few things for them on the vehicle and they have bought the car since then and are in possession of the vehicle. We thought this would get removed so did not respond until now so it is not past the deadline.

• Initial Complaint

  Date:04/07/2025

  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.

  I am attaching the purchase of my vehicle agreement. Purchased date December ******. I was told by my sales person *** ******* that the 2022 ************* GLA35 AMG was a buy back from ********** due to a brake issue. He told me the entire brake system had been replaced and came with a 1 year warranty. I traveled in the car to see my grandchildren over the holidays and noticed the car was shaking terribly when I used the brakes. I took the vehicle into the ******** dealership on January ****** to have it checked and was told I needed a complete brake job. Pads and rotors. I also had a s**** in one tire and 2 tires down to the wires. I was then informed I had no brake warranty, it expired in December 2024 the month I purchased the car. I am attaching my text messages shared between myself and ***. I was asked to come on Jan 22, 2025 to have my car inspected? I was shocked that I was sold a car without inspection done. I had my son come with me this time. I talked to *** sent him all the repair work done and shared my confusion on how I was sold a car without inspection out a state inspection being done. He told me he would show all the paperwork for repairs to his manager. I never heard black I reached out again February 28, 2025 to see where my plates were. You will see in our conversations I asked that my custom plates be used. I left them with him. He replies they are being mailed. I received them and they were not my plates. I reached out multiple times asking about the repairs and what his manager said. *** chose to ignore all of my messages. I feel very taken advantage of as a Grandmother I trusted this dealership with my business. I would truly appreciate any help you may be able to provide to me. I dont want to involve my lawyer. I feel like I have been swindled by *** and this establishment.

  Business Response

  Date: 04/18/2025

  Hello ***,

  I am sorry for *** not being responsive, I can not see the texts in the attachments of your conversation just the paperwork from Mercedes. I am also attaching a few screenshots as well to show proof, I could only upload 5 as BBB only allows that but there were a few more I wanted to share as well but I am thinking we both are only limited to 5..

  Please keep in mind that the vehicle you bought had 8-9k miles only which is near new but it is still considered a USED vehicle. It is not going to have brand new tires but the tires 100% were NOT bad and passing inspection at the time of sale. I attached the inspection report and the report of when we bought the vehicle with ***** miles and you purchased it when it had under ***** miles so there is no way it would be different. We did have an inspection of this vehicle done already on 11/01/24 and you purchased it a month later with a couple more miles... The reason he asked you to come do another inspection is because by the time we were transferring the title it just became 2025 and since the car was then 3 years instead of 2 years old we had to perform an updated inspection. The car was inspected 2 times in 2024 and once in 2025 and every single time passed inspection.... again this car had 9k miles or less.
  

  The problem here is you were EXTREMELY UPSOLD AND SWINDLED by whoever changed your brakes and tires... Tires and brakes and especially rotors last longer than 10k miles... There are numerous screenshots I tried to upload to show this but brakes/rotors and tires in no way go bad that soon.

  If you see your attachments from the ******** dealer they have the word "ADD-ON" on there meaning you were upsold when you went in there.. ****** are not covered under factory warranty because it is a ware&tare item but you car is still under factory warranty through ******** as it is only 3 years old and only has 10k miles.

  They charged you $4,400 for new tires,brakes, rotors and alignment.... THAT IS RIDICULOUS! First off you paid $500 for an ALIGNMENT.... I have never heard a price for an alignment being that high ever.. We can get them done for $50 but I mean plenty of places do it under $100..This tells me they are the ones who took advantage of you, maybe ask someone who knows about cars and they can tell you that a car with 10k miles would not need all of that replaced and no way does it cost more than even half of that IF it needed it...

  One of the attachments I linked was from discount tire and it shows tires as low as $150 per tire you paid more than double that PER tire

  Another attachment was from a known service site called repair pal, they say for that same car is around $385-$436 to fix the brakes... again you paid more than double about triple that...

  You paid at least 5x the price for an alignment also..

  You did not even reach out to us or bring your car in to us, you took your car to ******** dealer and listened and accepted their astronomical pricing for their "RECOMMENDATIONS" not even things that were urgently needed... Tires our cost probably ******* max, brakes and rotors service probably ******* our cost, alignment 50... but again the car DID NOT need all of that... You paid 3x the price it would cost to get these things done that are just recommendations because most brand name dealers will give any USED car recommendations. You were swindled big time. Paying $4,400 for all this stuff you did not really need and you are complaining to us when you did not even try to bring it here for us to look at it?

  We sold you a USED car that the tires were at least double the legal limit of tread for passing inspection (2/32 is legal limit they were all 5-6/32) The brakes had at least 5-6mm which is also well above the minimum about double as well..

  Just a recommendation for the future, get a mechanic you can trust and do not agree to anything the ******** dealership just recommends you because used cars can always use something to replace but does not mean you have to... they love customers that just agree to anything they say at a ridiculous marked up price they charge because they are the brand name dealer. Or at least get an advisor you can trust from there that won't upsell you if you want to take your vehicle there..

  This is really not fair to us to write this because you were upsold big time by another dealer making us look like the bad guys but again none of this makes sense on a 9k mile car if you ask anyone that knows cars they will tell you this as well and the prices you paid that dealer also do not make sense.

  You were swindled by the dealership that charged you $4,400 for things that were not necessary to replace at the time, we are not refunding you because the car passed inspection and only had 8-9k miles it does not make sense what you are saying and we wish you brought it to US instead of just agreeing to them to change everything and paying a crazy high amount for it.

  As far as your plates go, my experience with a custom plate in the past I was told by the plate office that you have to get the original ones that come with the new car then take or get the new customs after that there so they can apply it to the new car, so I am not sure on that part.

  We are sorry that you had to go through this but you were not swindled by us and if you need some service on your car in the future we can help and get it done for a fraction of the price so you do not pay 2-3x what it should cost again. Please reach out to a manager and not to *** in the future so we can make sure your concerns are addressed.

  Besides all of this we are hoping you are enjoying your car and will take it on trade and take care of you in the future because you went through this if you decide to give us another chance.
  

• Initial Complaint

  Date:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am rejecting this response because:   Interesting that the documents that pertained to the Lemon buyback and car fax are nowhere to be found in my paperwork. I have all documents in an envelope from the sale and 2 of these documents that I just reviewed from the response I never received, nor my finance company never received them as well? doesn't that seem strange.  After finding out the car is only worth half the *** value, and it was sold to me for 17k the kbb value IF it was a clean title that is the part that is not being comprehending. So, throwing my interest rate in the comment has nothing to do with the value of the car.  My automobile isn't worth what I am paying for it due to the branded title. YES, I came up to the dealership upset and wanted out of it. If someone got over on you and made you pay full value for a half value item, you would be upset to, right? Knowing what I know now that I didn't know is this dealership majority of their autos on their lot that you will find that never sale are branded titles or prior accidental automobiles.  When I took my auto to get it appraised from various of sources it's assaulting what it's worth compared to what I am paying. Rip Off.

  ly what I am paying for it. I reached out to my finance company, and they have stated they do not do contracts on manufactured title cars, the dealership did not disclose to them as well on the contract that was submitted to them. I have every single paperwork that I signed and nowhere is listed that I was notified of the title I was purchasing. I never received a copy of the car fax at signing in my paperwork another reason as well why it was hidden. Infiniti consumer affairs stated in the most heartfelt way that I need to start my process with filing a complaint with BBB and take every measure possible even if it means taking this matter to court.

  Business Response

  Date: 08/10/2023

  ******,
  
  You and I both know what you're saying is not true at all because you have called us and even came in to our dealership a couple months ago and we showed you the documents YOU signed that show this vehicle is a Manufacturer buyback vehicle. We do not force anyone to buy cars and we are very upfront before selling a car of its previous history that is why we have the history reports signed. You will see again that you signed the history report for this vehicle stating it is a manufacturer buyback vehicle but we will upload it for BBB to see the facts that this was disclosed and you were aware of this matter. There is even a form you signed called Customer acknowledgement of Manufacturer buyback history that you signed as well that is VERY clear if the carfax/autocheck was not... We give you all the copies of what you signed as well in the same envelope together I am not sure if you misplaced them but you definitely received said documents. The customer even mentioned when they came in a few months ago that the car has been great and no issues the only reason this concerned you a few months ago was because another place low balled you an offer amount on the car because you wanted to change cars only months after purchasing it out of pure preference not that there was any issue with the car. We are still willing to take the car on trade or purchase from you but as we mentioned before it is not the best idea to sell any car you purchased less than a year from buying because you lose the most value in the first year. The only reason you owe a lot on the vehicle and are upside down was because of your credit at the time of purchase you received a 14-15% interest rate and only put down $500.. We sold the car about $3000 below retail value at the time of sale we also attached the document proving this as well. If I remember correctly we offered you a couple thousand dollars more than the other offers you received. We would need to appraise the car in person to get a current market value for the vehicle if you would like or if you would like to refinance the vehicle to get a better interest rate we can also help with this as well. Again we have already went over all these things with the customers before this complaint a few months ago when she came in person. If there is anything else BBB you would like us to provide to prove what some of these things being said is not true please ask away, I believe all the documents we uploaded will answer and show the truth of all the complaints that were said.

   

  Thank you and apologies for the response was not sooner I was out of town until today and just saw this email to respond.
  

• Initial Complaint

  Date:07/10/2023

  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.

  On June 27, 2023, I helped my son locate a 2022 ********** Taos ** We talked with the dealer and asked about the car and told them we were from 120 miles away and wanted make sure the car was clean and the price was correct. We were told everything was good to go. When we get to the dealership the Sales person said the car was having some filters changed and would be back shortly. ********************* we started the finance process and signed a contract so we could get financing. . We were doing our own financing through our ************* We were approved for the loan, only to then be told we could not receive financing because the car has a Branded Title. Nowhere in the details of the add, when we discussed the details of car, or when they heard us talk with the ************ did they tell us it was a Branded Title car. Those details should have been provided in the add or at a minimal before the contract was signed.

  Business Response

  Date: 07/10/2023

  We do believe that this matter does not make sense for someone who was not involved in the process nor was here in person speaking to our sales rep on said matter. The father (who wrote this) only called to check the availability of the vehicle. The son (for the record who is a grown man) was the one who handled everything and was the one speaking to our sales rep on this matter. The sales rep did speak to the son on the phone and did explain to the son about the carfax of the car and that it was a previous manufacturer buyback vehicle. When the son had their credit union on the phone the sales rep mentioned to ask the credit union loan officer if they do finance manufacturer buybacks as some lenders do not but most do indeed lend on those vehicles. The loan officer assured it was no problem and that they did loan on said vehicle. Once the vehicle went into underwriting for the loan they kicked it back and said they actually do not. But the main point we are getting at is that the sales rep was upfront with the son about the history and asked to check  with the loan officer. The person leaving this complaint was not involved with said conversations so this whole complaint is not fair to write when they were not the ones involved. The car was not sold to the son so there are not contracts signed because the sale was never made. All this information was collected from said sales rep and I myself personally heard the son say to the sales rep " I really like working with you and wish my bank would finance the vehicle if you get another one in that is not a manufacturer buyback please let me know because I liked dealing with you" this was 2 weeks ago but that is basically what was said from the son to the sales rep. ***** not sure what made the father write this review when he was not involved, keep using the word "we" but it was really the son that was involved in the mentioned deal that did fall through because of the customers lender. I don't think the son would have left this complaint as he did not leave our dealership upset at the sales rep because he did disclose everything upfront. We apologize for any inconvenience this may have caused and wish we could have earned the business.
  

  
  

• Initial Complaint

  Date:12/30/2022

  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.

  (The consumer indicated he/she DID NOT accept the response from the business.)
  1 - I did buy the ******** and I have the paperwork. I can attach here.
  
  2- I am waiting for the *** and ***** Attorney general to reply to my latest updates of the complaint and that's why I didn't go yet. I am going soon.
  3- Fair value is relative - they mentioned buying the car at fair value for being a Lemon Car. I want to get my funds back as I feel I was taken advantage of. I wanted to get my funds back in full.
  
  4- I might have signed the disclosure without knowing " what a lemon car is as I was mislead and misinformed so that doesn't cancel the fact that they didn't disclose nor explain the fact of the matter.
  5- Unfortunately a few dealerships told me the same thing about this shop. (I agree this is not ethical but might be true)
  asks how much I want for the car I said I am ok to lose 4K and asked for 32k he said "oh wait a minute we can't buy it it's a "LEMON" car!!! - I asked wth is a Lemon car. He explained and told me I know the dealership you bought it from. They do this all the time. They lied to me, they deceived me. I want my money back - I had no idea what a Lemon car is before today - it is not desirable No one wants to buy it and now I am not going to be able to resell it. If I don't get a full refund, I will go to CFPB , then ***** Attorney general to file a complaint and get a letter from them and post it on social media to warn others that all the cars in this dealership are a salvage title or lemon law. I am also an admin on all the **************** groups in ***** and will issue a warning for our community not to use them. I am also in talks with the *************************** and they said they will represent me in court. I won't let a dealership deceive me and take advantage of me and others.

  Business Response

  Date: 03/01/2023

  ***Document Attached***
  Sorry for delayed response I did not get a notification of another response to my email but I just checked the Case and saw there was another response.
  
  We sold the car for a sales price of $32,900 over a year ago. I'm not sure who is paying $32k for the same car now... but here is a real example of one we are selling for $24,900 right NOW below. A car can be listed for any price but you can't go up you can go down so until it is sold that is the actual price.
  
  ******************************************************************************************************************
  
  So your car has obviously depreciated because cars are depreciating assets like I have mentioned before and you can see that these in particular the 530e models have dropped a good amount in the car market based on that one we have listed for sale for under $25k...
  
  Not to mention after covid cars prices got inflated and just like the economy everything that shot up came back down... You purchased your car in a sellers market because of cars prices being inflated nationwide so I think that is why it lost a little more value than normal but still you can not expect to drive a car for over a year and get the same or almost same money back for it.
  
  Anyways I have attached documents showing the customer was aware of the history and signed everything stating he is aware and that if he had any questions we have answered them before purchase. My representative says he told the customer about the car being cheaper than one that is not a buyback vehicle and told them they depreciate as well. Customer is going to say he did not though because they are trying to find a loop hole to return the car and get all their money back which is not logical with all the evidence we have provided.
  We can go back and forth every day about what we said and what he thinks we did not say but again that is why we have all these documents signed showing we did have it in writing that we disclosed everything.
  
  
  This car was about $60k new the customer paid nearly half price of $32,900 for it being almost 3 years old with 31k miles and factory warranty still remaining.. So he definitely got a great deal on the vehicle and now with the market down and depreciation the car is about 10k below about a year and half later.
  
  I don't know what else to say honestly we sold the car properly and now offered to buy the car back once we see in person. Although I did recommend might as well keep the car that is problem free and a good car for longer because now that it has depreciated by more than half of the brand new sticker price it has less room to depreciate as much.
  See Attachment/File: fady paperwork.pdf

  Business Response

  Date: 03/18/2023

  ***Document Attached***
  Sorry for delayed response I did not get a notification of another response to my email but I just checked the Case and saw there was another response.
  
  We sold the car for a sales price of $32,900 over a year ago. I'm not sure who is paying $32k for the same car now... but here is a real example of one we are selling for $24,900 right NOW below. A car can be listed for any price but you can't go up you can go down so until it is sold that is the actual price.
  
  ******************************************************************************************************************
  
  So your car has obviously depreciated because cars are depreciating assets like I have mentioned before and you can see that these in particular the 530e models have dropped a good amount in the car market based on that one we have listed for sale for under $25k...
  
  Not to mention after covid cars prices got inflated and just like the economy everything that shot up came back down... You purchased your car in a sellers market because of cars prices being inflated nationwide so I think that is why it lost a little more value than normal but still you can not expect to drive a car for over a year and get the same or almost same money back for it.
  
  Anyways I have attached documents showing the customer was aware of the history and signed everything stating he is aware and that if he had any questions we have answered them before purchase. My representative says he told the customer about the car being cheaper than one that is not a buyback vehicle and told them they depreciate as well. Customer is going to say he did not though because they are trying to find a loop hole to return the car and get all their money back which is not logical with all the evidence we have provided.
  We can go back and forth every day about what we said and what he thinks we did not say but again that is why we have all these documents signed showing we did have it in writing that we disclosed everything.
  
  
  This car was about $60k new the customer paid nearly half price of $32,900 for it being almost 3 years old with 31k miles and factory warranty still remaining.. So he definitely got a great deal on the vehicle and now with the market down and depreciation the car is about 10k below about a year and half later.
  
  I don't know what else to say honestly we sold the car properly and now offered to buy the car back once we see in person. Although I did recommend might as well keep the car that is problem free and a good car for longer because now that it has depreciated by more than half of the brand new sticker price it has less room to depreciate as much.

  Business Response

  Date: 02/21/2023

  I do not see any purchase made by the complaining customer's name for a ******** when I look up the name in our system but again like I said the website software made a mistake not us intentionally typing in AWD to that specific car...
  
  *******************************************************
  
  If you look at any car on our website, scroll to the very bottom and the website provider has this message for any mistakes they might make
  
  "All pricing and details are believed to be accurate, but we do not warrant or guarantee such accuracy. The prices shown above, may vary from region to region, as will incentives, and are subject to change. Vehicle information is based off standard equipment and may vary from vehicle to vehicle. Call or email for complete vehicle specific information."
  
  Also if anyone that knows just a little about ******** would know that if in fact a ******** is AWD it would show "4-Matic" on the back of the car. Unfortunately even software can make errors when decoding a VIN#.
  
  As far as the DMV/state goes I have personally talked to the investigator and sent him the documents to review showing him you were acknowledged about everything. So I assume that is why there is no valid case anymore. I have spoken to the salesman that sold the car to you and he even mentioned that he disclosed everything to you and said you could buy the same car without the buyback history for more money if you did not want to buy a buyback and save money on the car you purchased from us. We did not force you to buy the car, you had your time to check out the car and inspect the car as well. You made the decision to buy this vehicle with the buyback history. Again there is no issues with the car and I know you haven't had any problems either with it because we have already spoken.
  Our salesmen gave you all the information on a buyback and that it is better to keep the car for a few years not recommending the car if you plan to sell within a year like any depreciating asset, I have also discussed this with you when we talked over a month ago. This is the exact reason we have customers sign all the documents of the history of any car because it does not matter if I say we told you or you say we did not tell you the fact of the matter is you signed all the documents and we both know that you know and were explained so trying to complain thinking it will get you all your money back on a car you have driven problem free for over a year is not something that happens unless you purchase a very rare car and the demand for the car goes up. These are depreciating assets you never get your money back on a car unless it is a special/high demand.
  
  We are trying to help you if you want to trade or get out of the car and we are offering you a lot more than anyone else for the car. But to be honest now that you are trying to defame us and requesting your full money back which is ridiculous to ask for when you have driven the car without issues for over a year... We are not obligated to buy this car from you, we do not have to do it. I am trying to be nice and help you out... IF you want to sell the car by offering you substantially more money than other offers you received. You also signed an agreement to arbitrate document as well that I can attach here but you did not even reach out to us to ask us anything you just went straight to complaining with the state,BBB and online thinking that will help you when in fact just calling us and talking like we did when I called you after the state notified me about the complaint instantly. I thought we resolved this already.
  
  The client has left numerous bad reviews on different websites, complaints with the state and BBB with false statements and defaming us online. I'm not sure if this continues that we have to get our team of lawyers involved to stop this defamation.
  
  
  BBB, PLEASE request any documents you would like from us to prove we did not do anything wrong with this car deal.
  
  
  I have offered to buy the car back for fair market value with the history the car has BEFORE this complaint was posted on here and we just keep getting more defamation online from the client.
  
  We are trying to resolve the issue but we are not obligated to buy the car back from the client and his request of getting the full amount back when the car was purchased back in 2021 is just absolutely ridiculous and not fair to request from us. I'm not sure what else I can do besides offer to buy the car for fair market value based on history whenever the customer would like to sell the car AS I HAVE MENTIONED TO THE CUSTOMER BEFORE THIS REVIEW. The client seems to be trying to take advantage of us with defamation thinking we are obligated to buy the car back in the full amount if they make complaints....
  
  
  Would like to end these responses and the defamation.. please let me know what documents you need.
  
  Thank you

  Business Response

  Date: 02/16/2023

  First of all....
  There is numerous false statements made on here and that is not fair that this comment/complaint remains on here...
  
  Also I have talked to the customer weeks ago about this matter and he understands now that we disclosed everything correctly and that we will buy the car back for a fair amount whenever he is ready to sell it. He did not come in and bring it by like I asked whenever he is ready to sell it. There is no issue with the car and the car is great as we both agreed. This dispute is very late to post and we have already contacted and resolved this matter long ago not sure why BBB took almost 2 months to bring this to our attention since we have already handled the situation.
  
  
  1. The client never actually purchased a ******** so that is 100% false, he was interested in it and our website software sometimes makes mistakes not that we typed in the drive-train of the car we did not misrepresent the car being AWD the source of our website that decodes the *** made a mistake. But again customer never purchased that car so that is false.
  
  2. I have all the paperwork that client knows they signed that this car was a manufacturer buyback for a complaint of "steering feeling jerking when driving" which has been resolved but the complaint was not a real complaint as *** bought the car back and said "vehicle met manufacturer specifications" basically there was no real issue with the vehicle but it was bought back under the lemon law by original owner. It is very easy to have a car bought back under the lemon law in ********** which is where this car came from. I have already gone over this with the client and informed them I have all documents signed disclosing everything about the history of this car. Matter of fact the document has been on my desk since weeks ago when I spoke to the client waiting for him to come in so I can show him and we can appraise his car for a value if he wanted to sell it.
  
  3. We would like to know which dealership is spreading false information and defamation which is also not right to say things like that without really knowing anything of the matter.
  
  4. Another false statement saying all the cars are salvage or lemon law is completely false and should not be allowed to say such things that are false.
  
  BBB should remove this complaint completely because we have already resolved this long before you posted this. You all are late in posting this and posting so many false statements is not fair to our dealership. I can attach all the documents showing the customer signed every history and records of the car and we did not lie or do anything wrong whatsoever. This is ridiculous that this complaint is posted after the complaint has already been resolved.........
  See Attachment/File: CCF_0000291.pdf

  Customer Answer

  Date: 02/27/2023

  Hello ******,
  
  Please see attached screenshots of text messages between me and the sales person showing I did buy the ******** and found out by running the Vin number and purchasing the window sticker. (So the owner is lying obviously)
  
  I think I can dig in my email to find the purchasing documents (as you can in the screenshot sales rep mentioned he emailed them) - but I did return the car 3 days later and bought the BMW.
  
  I didn't know what a buy back meant and the sales guy never mentioned what it means. And that is is something that de-evaluated the car even more that it being a depreciating asset.
  
  Also I called the dealership owner when DMV asked me to call him and we had a conversation and he said my car is valued at $24,000 so me losing about $12,000.
  
  I see my car same year same miles sold for $32,000.
  
  I can go to the dealership but I just know they will give me a ridiculous price.
  
  See Attachment/File: *********************- Consumer documentation.docx

  Customer Answer

  Date: 02/27/2023

  From: ********************* (mailto:*****************)
  Sent: Wednesday, February 22, 2023 1:22 PM
  To: ********************* <******************************************>
  Subject: Re: BBB Case# : 91705156
  
  Also here is the first page of the ******** purchase contract. To prove he is not saying the truth.
  
  I have the full document package.
  
  See Attachment/File: *********************- First page of ******** purchase contract.jpg

  Customer Answer

  Date: 03/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I understand car has depreciated but the prices I got from Carvana and others were $18,000 and $20,000 - I am ok if the car depreciates by 10% - 15% annually - but my only issue was I really didn't know what a buyback was and I signed the documents yes but was not told it is a car that no other dealership will want to touch - now I am kind of forced to sell it back to you, I hope you understand the situation and the feeling of being taken advantage of. I had bought many cars from many dealerships and had signed documents that I never really read in details (I trust the system) - this is the first time for me buying a buyback so never knew that existed and my thought was they exist in auctions and not in a nice dealership with nice cars in showroom etc.... I hope this is clear.
  
  I agree to come and sell the car to you (because I have to unfortunately ) but I would need you to give me a fair price taking into consideration that I wasn't aware it is a buyback and of course once this happen I will edit all the reviews adding that you did buy it back and have me a fair deal.
  
  I will not come and buy another car from you I will just sell you this one FYI.
  
  Please let me know if this is ok and I will come by this weekend.

  Business Response

  Date: 03/30/2023

  We are still okay with giving the customer an offer once viewing and inspecting the car in person.

   

  Not sure what happened with last response but seems the complaint got closed or my last message did not go through. (just tried to follow up to check the result/answer and noticed it showed "customer did not accept"

   

   

• Initial Complaint

  Date:08/29/2022

  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 am a customer who recently purchased (used) vehicle on July 20,2022 from Auto Merchants (AM) in Plano. The sales agent (Amir) had immediately informed us that the AC was not working and that they would fix it. We noticed also the wiper blades were falling apart need replacing, as well as two back tires were almost "bald" tread. We spoke about these issues back & forth with Amir, who said, they would take care of all of those issues. Then changed and said, they would only pay for one tire but we'd have to pay for other. He then said, no we can't replace tires, since their little testing gadget measured, meets standard, but barely. He told us if we brought new tires, they could get us deal using Discount Tires, After signed paperwork and purchased. AM & (Amir) agreed, by Owe You Note: To fix/repair AC and wiper blades. We got a text message a week later, your car ready for pick up. Arranged to pick up car that Wednesday. Only to receive another text to post phone until Friday because they (AM) still needed to replace wiper blades. We arrived at AM that Friday excited to pick up our new vehicle. First thing we checked AC worked. We also checked wiper blades, since started raining. We soon realized "they" still did NOT replace the wiper blades. Which was ridiculous since we drive an hour, but also waited a week and still not fixed. While looking over rest of vehicle, Amir says to us; by way we went ahead and replaced out tires for you'll. Happy and grateful! Only to be short lived because, AM didn't replace out the tires at all nor wipe blades either. Now we're frustrated and annoyed! Amir consults with Andy, who agrees; this should've all been fixed and apologized. Andy said; Text me the info to your closest tire/wiper shop near you. I'll make appointment for you to get services done and AM will take care of the expenses. Now, here I sit month and half later with nothing done yet!! I have reached out Amir & Andy with multiple calls and texts (proof). Dissatisfied

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/08/30) */
  *******,
  
  This is the manager that stayed with Amir about an hour after close to make the deal happen for you that day. I remember exactly what happened, we negotiated a deal, gave you two different options and offered our cost on tires when they really did not need to be replaced since they still had decent tread left and passed *********** On top of fixing the AC which we promised we would do and the wipers (not sure how they were not done because I ordered them myself the following day) we also discounted the vehicle for you. We are more than willing to cover the wiper cost (if we have not done so already) that is no problem because we did promise that and put it in writing. I have attached the "WE OWE" document stating what we did promise you.
  
  It is a bit ridiculous that you are trying to get free tires because Amir got mixed up with another 7-series that got the tires replaced and just verbally said we changed them but humans make mistakes. You are trying to take advantage of his words and then calling speaking to different managers saying he promised it and them believing you but just to find out that it was a mistake he said. Paperwork you sign shows that verbal agreements are not applicable but it is not that we are in any way deceiving you he literally just made a mistake in his wording and we have addressed that matter with him. You know what we promised the day we made the deal and I have attached that document with this response. Trying to blackmail us into getting you free tires is not going to work, you know exactly what you are doing and that is not right... We will still offer the tires at our discounted rate whenever you would like to do so because we stick to our "We Owe" document.
  
  Also you did not mention we ordered you an Uber to come pick up your car all the way from Ft. Worth ($65) so you did not drive an hour but got a ride at our cost to come pick up the car. We did not put that part in writing but did it anyways for you.
  
  This is the 100% truth of the matter and it is obvious what is going on here. If you had a "We Owe" document saying that we are covering the cost or replacing tires for you then that would be another story. There is a reason we have this document for situations like this.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Dear BBB
  
  To Mr. Manager's reply.
  I would have included more details, except only allowed so many characters. The wipers have NOT been replaced! Per your, "Owe document". WE never said tires were included at time of sale. The wipers are my complaint and was only clearing up about tires. Which is why I have called your place on multiple occasions and spoke with your associates. Clearly if that had been resolved in first place, then extreme measures would not have been needed. I was being brushed off on several attempts to get repair fixed. I was done wasting my time with your associates foolishness. As regards the tires, yes I understand we all are human. However, WE did not ask for tires the day we came to pick up. Your associate said that you'll had replaced the tires unbeknownst for us. WE only simply acknowledged what HE told us and was grateful. Only to find out that was another "mix-up" because just like wipers, you did NOT take care that either. We understood your associate my have misspoken but we also understand "Your word is your word". If you don't stand by what you say and do, then how reputable are you. Nobody is blackmailing anyone. The reality is, Anyone of your associates could have conveyed the mishap. But instead choose to be evasive during several attempts. And yes, the Uber ride was offered during signing as courtesy because the car was not ready for delivery as of yet.
  It's one thing to have misspoken as you say, it's another thing to not address a consumer's question or concern with ANY follow up!!
  
  
  Business Response /* (4000, 10, 2022/09/07) */
  *******,
  
  Sorry for later response I just got back into town from vacation.
  
  Your last message was sent 08/31/22 ..
  I have the tracking number here showing license plates delivered to your home address on 08/29/22 so not sure why you are saying you did not receive your plates because that is the proof right here.
  
  Tracking number XXXXXXXXXXXXXXXXXXXXXX
  Delivered
  August 29, 02:59PM
  Grand Prairie, TX
  
  We transfer the title very quickly, the tax office sometimes takes longer than 2-3 weeks that is out of our hands we do it as fast as we can. I have attached a picture of the check in the amount of $50 mailed to you in your name (which is plenty of money to cover wipers, our cost is probably $20-25 so I did double that.)
  
  Tracking #9114902200852139865308 (picture attached)
  
  Now everything on the "We Owe" document has been resolved and you already had your plates before this complaint about anything was even made as you can see.
  
  Thank you and we apologize for any misunderstandings and delays that occurred.
  
  BBB if we can please close this case out with all the documentation you can see we have resolved the matter.