Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/25/2023

  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 purchased a white *** from them around 8/2021. They did not have that vehicle ready but did have a less expensive one (with a diff color interior) they said I could test out and use while the other was getting ready and if I liked that one better they would change paperwork and allow me to buy that one. In the meantime they got covid as well as myself. However, I kept telling them I really like what I was driving and would probably keep, fast forward 3 weeks later I received a call that the car I was driving was sold and would have to keep the one with the black interior. I was not happy. The interior was not leather, it smelled gross and drove poorly. They did try and help and ended up trading in that one for a black one. In the meantime I received Toll citations from months later for the white one I sold back to them. They never removed plates and were driving under my name. I had to go to court twice to prove I sold to them and countless hours spent proving it was not mine. Ended up selling that car a year later in 8/2022 and since then I have had zero luck in getting my extended warranties reimbursed (from both cars - which is $8500) I had emailed Finance Managers ********************* 6 times and no response so called and was told a new ***** was in charge, emailed him a handful more times, no response. Then called again and was told **** was new FM, so emailed him twice since 3/20, no response. So called 4/12/23 and left message for him, no response. Then on 4/18 sent a contact form through their website, received a call back right away and was told **** was in charge and was assured he would call me right back, no response. Put in another contact form 4/21 and stated I would need a call back within 24 hours that this has gone on for over 6 months and needs resolve. No response. This is beyond shady business practice not to mention their website states they are an A+ BBB accredited business and see that is false. Please assist in collecting my money. Thank you!

  Business Response

  Date: 06/03/2023

  i show that the cancelation was done on 01/28/2023 and the refund was issued to **************** who is the lender for the loan. please let me know if i can help further . 

   

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

• Initial Complaint

  Date:04/19/2023

  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.

  Auto Web Expo has not paid back my cancelled service contract within the ***** Occupations Code Sec. ********* subsection (e) mandated 45 days. The terms and conditions on the service contract under section "***** Section 1., 1." also states that that the refund shall be provided within 45 days. Being the refund is now past due a 10% fee shall be paid per ***** Occupations Code : Sec. ********* subsection (e) and per Contract terms and conditions "***** Section 1., 1"I cancelled the warranty on March 2, 2023 and have the confirmation emails that it was cancelled.

  Business Response

  Date: 06/03/2023

  The refund was issued on 04/18/2023. please let us know if you have any questions.

   

  Best Regards 

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

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Email to dealership after several attempts to fix the problem:Good Morning ****,You have been communicating with my husband, *****************************, regarding the car you sold to him late last year, see emails below. The conversation has apparently ceased on your end. Here is the bottom line, your dealership and your car salesman knowingly let my husband drive off your lot with an unsafe car which did not have airbags or workable seatbelts; standard safety features required in all cars on the road. The fact that the car had no airbags or workable seatbelts was at no time disclosed to my husband from the very beginning of our dealings through its end. In fact, it was never disclosed by your dealership or your car salesman at all, ever. Your dealership and your car salesman knowingly let my husband drive over 100 miles in the unsafe car he purchased from you to get it home. What if he had been in accident? Worse, what if my son had been riding in the car with him and he got in an accident. In addition, my husband was blatantly lied to by your dealership and your car salesman regarding the inspection of the car. My husband was told by your dealership and your car salesman that the car had been inspected prior to my husband driving it off the lot. We did not find out that it had, indeed, not been inspected before driving it off the lot until we received a letter in the mail from your dealership saying they could not send the permanent license plates until the car was inspected; something we had to do weeks after purchasing and driving the car off you lot. It goes without saying that what your dealership and your car salesman have done is unethical but it is also illegal and I have no doubt that your bad business practices can get your dealership shut down. The only thing that will make this right is a check from your dealership made out to my husband in whatever total amount is needed to make his vehicle safe and drivable. We are in the process of getting an itemized list of those costs from a mechanic of our choosing.

  Business Response

  Date: 04/27/2023

  Once I was Made Awear of the problem, I have contacted ******************** and working with him to resolve the issue. 

  Customer Answer

  Date: 05/01/2023

  I am rejecting this response because:   While the business and I are in communication and are currently working on a resolution, an acceptable resolution has not currently been reached. The business is currently in the process of attempting to replace my unsafe Kia ******* with a ******* comparable to the one I believed I was purchasing from them.

  Customer Answer

  Date: 05/29/2023

  The business bought out my loan, reimbursed my down payment and the money I have paid towards the loan over the last six months. I am satisfied with the business' response and actions.

• Initial Complaint

  Date:03/09/2023

  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.

  Transaction took place on February 15 2023. I paid for a car an Acura MDX ASPEC 2022 and I paid $52,000 and they didn't tell me that the car had an accident and when it was delivered to me on the 7th of March after they lied to me that I was going to get the car in 6 - 10 days and it took them 3 weeks to deliver the car because they were fixing the car. They are not transparent, they are not sincere and they don't have integrity. Even when I call them to ask about the situation of the car, they yell at me and sometimes they tell me not to call them again or even hang up on me. They tortured me emotionally and I can't take this anymore. I don't want an accidental car. I didn't pay for an accidental car and am asking for a refund but they are refusing. Please help me look into it and help me to resolve it so that I can get my refund.

  Business Response

  Date: 06/05/2023

  We do not have any record of ********************************; doing business with auto web expo in our system, please provide additional information. VIN Number of the Vehicle would be helpful, or the actual name of the purchaser.

  Thank you.

   

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

• Initial Complaint

  Date:12/23/2022

  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.

  Hi! I visited this dealership on December 21, ****************** a vehicle I found online. The individual, ******, asked for some of my information to calculate my trade in value. Shortly after, I started receiving information regarding multiple credit inquiries through my email that I was not aware of. I never provided verbal or written consent for financing options. I was already pre-approved from my financial institution for financing. I reached out regarding this and received no communication from the individual. I attached the email sent. Today, December 23, I am still receiving emails regarding credit inquiries and that someone is viewing my report and a new employer being added and I've been with the same company for almost 4 years. I'd like for the dealership to reach out to the credit companies on my behalf to resolve these errors.

  Business Response

  Date: 01/16/2023

  **************** came in to test drive a vehicle after being in communication with one our sales people, ******* After the test drive she stated that she was pre approved at her bank that I believe was ************ ********************* **************** if we could submit her application to one our credit unions or other banks in order to get her a lower interest rate. She waited for a decision in our location for little while and ****** and **************** filled out the loan application on line together while she was here. We don't have a customers personal information unless they provide it to us. She left our dealership and called us in the following days and said that she received a lower rate from her bank and asked us to fax the bank the purchase order. Our goal is to get our customers the best finance rate so they can get to their desired payment and enjoy their vehicle.

• Initial Complaint

  Date:11/28/2022

  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 bought a car from them in 2019 with the full platinum warranty for Mercedes Benz vehicles. I sold the car in July 2022 and was owed $1600 for the refund of the warranty. I called about this everyday for 2 weeks and got the run around and never got to speak to anyone that could help. I left endless voice-mail and noone ever called me back.
  I decided to go there and cancel this in person. I did so without issue. It was quick and I was promised my check in 2 weeks. It never came. So I started calling them again and again with the same issue..no response, no help whatsoever. I ended up speaking to a manager who assured me she would email me the paperwork to get this completed and I could call her back anytime if I had any issues. When I called back the next day, they said she was out of the country!!!
  Months passed and I went back yet again to the dealership, frustrated and got the runaround AGAIN! Front desk girl told me I'd have to wait for an hour just to see anyone and she wasn't willing to do anything more. I caused a fuss and finally, a guy called **** came and assisted me. I had to fill out the paperwork, yet again and he told me he was taking my paperwork straight to accounting at that moment so this can be resolved fast. It's now 5 weeks later and still no check and can't get them to help!
  

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 9, 2022/12/26) */
  I am sorry that she is going true this, the warranty is true a third-party warranty company and they have been very slow in processing cancelation, i was informed that we finally received the cancelation funds, and a refund check was issued on 12/19/2022 reference check number is XXXXX. please contact me directly if you have any questions or concerns.
  
  *** *****
  ************
  
  
  Consumer Response /* (2000, 11, 2023/01/03) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do accept this response only because they finally did send me the refund.
  However, the response given by *** ***** is inaccurate and fabricated. I know this because I was always told that there was no record of my cancellation paperwork.
  
  Anyway, I wont make a fuss because they finally refunded me (5 months worth of back and forths later)

• Initial Complaint

  Date:11/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle ****** Truck) on 06/24/2022. I was not a fan of the vehicle so I traded the truck for a *** sedan on 10/15/2022. The original loan was current and I was aware that the negative equity would roll over to the new loan. I completed the approved loan paperwork for the *** and drove off the lot assuming that the vehicle was now mine. A couple weeks later, I received an alert from the original loan regarding the ***** truck stating that it was past due. I contacted the dealership regarding the contracted 21 day pay off and they informed me that the trade- in payoff would be completed. I took their word and continued enjoying the ***. After having the *** for a full month, I started wondering about that loan payment. I then noticed the original loan for the ***** Truck was 30+ days past due and still had not been paid off from the dealership. I called the dealership again regarding the issue and they then informed me that the *** loan did not get accepted after all. I then proactively returned the *** and received the ***** Truck back. When I asked the manager at the dealership if they were ever going to contact me about the problem, he stated that he was not aware of any issue. Another manager also informed me that he would call the original loan provider and get it "squared away". He also stated that he would contact me about a resolution by the end of their business day 11/21/2022. It is well past their closing hours and I still have not been contacted. I contacted the loan company and updated them on the issue assuming the dealership did not do as stated. I would like for the dealership to bring my original loan current and make a correction to my credit report. The dealership is aware of my desired resolution. Also by the lack of communication on the dealership's part and their nonchalant attitude about the issue, I feel like I have been made victim of "spot delivery".

  Business Response

  Date: 01/16/2023

  I will contact **************** personally to see what I can do to try and resolve this issue.

  Customer Answer

  Date: 01/17/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted personally by the ** and they attempted to settle
  for an amount that was more than half less than what they caused. I then asked twice for a detailed explanation written in email why they couldn't give us the full amount that is owed. I still have yet to receive a response.

  Business Response

  Date: 01/20/2023

  Good morning,
  
  I have been talking to Mr. *********************** and ***************** and we have been able to Come to a mutual agreement to help.
  
  Best Regards
  
  *****************

  Customer Answer

  Date: 01/23/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/14/2022

  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.

  On 9/16/2022 I purchased a 2020 ********** outlander for $20,998 with roughly ****** miles. I had traded in my 2015 **** Fusion SE which I still owed about $9,000 on it. *********** ******* went over the paperwork with me, and made me feel assured that I was making the best purchase for the price and the amount of mileage on it, and I was going to be covered by manufactured warranty as well as extended warranty that I purchased from them. As I drove off the lot, I realize there was no function to the screen of the vehicle. I immediately turned around and gave them the car back and they said we would let the manufacture fix the vehicle, since it was under manufacture warranty. Weeks went by I reached out to ******* for an update since I was never updated. Meanwhile they had given me a loner during this time. On October 7th I reached out and I was told that my car was basically never touched, and the part was on back order. ******* made it seem like there was a plan in place, and that I would have my vehicle back soon, so I gave him some more time. I reached out again on October 17th and I was told that my car was almost completed by **********. They were just waiting for their service advisor to reach out to them. That next day I ended up calling ******* to see where we were at with things because something didn't sit right with me. I found out that my car never left to go to ********** dealership, and that now my dealership was going to have to come out of pocket to pay for the replacement screen because I have no manufactured warranty on the screen. After numerous attempts of trying to get a hold of the owner *** he had made an agreement with me that he would pay half of my first car note due to the inconvenience this had brought. It is now November 14th and I still do not have my vehicle, and there has not been a replacement on the screen. At this point, I do not trust this dealership. I have requested info on their buy back policy. Horrible ****************

  Business Response

  Date: 01/16/2023

  I received the complaint from ****************** about the screen issue on the 2020 ********** Outlander. Our goal is to carry inventory that is still under manufactures warranty but it is impossible to know every detail of all manufacturers warranties.
  After ****************** took delivery of the vehicle she mentioned the screen being out. We all assumed the vehicle was still under manufactures warranty and it would be covered. After she brought the car back for repairs we took it to a local ********** store and we were told that it wasn't a covered item under **********s manufactures warranty. At that time we put ****************** in a loaner car and ordered the screen and we were told that it would take about two weeks. Unfortunately due to supply chain issues and the part being on back order the part took several more weeks than anticipated and it was now almost a month to get the part. We are very sorry for the inconvenience it has caused ******************* and that it took so long for the parts to arrive. We have no control over the manufacturers warranty what they will and will not cover or parts being on back order delaying arrival. We know this was not her fault, we put ****************** in a loaner car, we paid around $3000 for part and make the repair and made sure everything was taken care of on the screen, agreed to make half of her first car payment, did a complimentary alignment on the car, detailed the car, as well as one of our service managers delivered the car to her personally at her apartment in Mansfield all to try and make things right in the hopes of making her experience better with us and truly feel that we do what is right and take care of our customers.
  
  We are sincerely appreciative of ********************** business and feel we have done everything possible to accommodate her and correct the issue with the car.

• Initial Complaint

  Date:10/15/2022

  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.

  Emailed me 9/23/2019 about 2019 yukon denali XL. Emailed me buyers order. Which I accepted for value and returned for value with International Bill of Exchange Check for $46000.00. Vehicle was to be shipped from Texas to my home in Rhode Island.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 6, 2022/10/21) */
  We have submitted the check and was return by ***** bank. We will be more than happy to deliver the vehicle once we have the funds available to us.
  
  
  Consumer Response /* (3000, 8, 2022/10/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  U.C.C. §3-104- A NEGOTIABLE INSTRUMENT; P.L. 73-10 United States Public Policy at HJR 192 Of June 5, 1933; 31 U.S.C. §3123- Obligation of the United States to pay all debts, principal and interest (12 U.S.C §411 and 18 U.S.C. §8)Geneva Convention, Article 75; and United Nations (UNCITRAL) Convention on International Bills of Exchange and International Promissory Notes, Articles 2-10, 12, 13, 36, 39, 46(3), 47, & 55; REDEEMABLE IN LAWFUL CURRENCY OF EXCHANGE (12 U.S.C §411)RI Gen L Ch 6A § 8-102; U.C.C. 3§ 311 Accord & Satisfaction; U.C.C. 3§ 603 Tender of Payment; For Set off & Discharge Per RI U.C.C. XXXXXXXXXXXX. The Dealership accepted the tender of payment, still has it therefore payment has been received. The Laws listed in this paragraph are written on the check. Whatever their banking institution states has nothing to do with me. I paid the dealership. Also, under Texas Commercial Code: Tex. Bus. & Com. Code § 3.311 "Accord and Satisfaction"Tex. Bus. & Com. Code § 3.603 "Tender of Payment" I have satisfied my obligation. I also gave specific instructions to send the check to the Treasury. They could have given those instructions to the bank. I have filed a commercial lien on the vehicle as well. So, they cannot sell it until this is resolved. Or Pay the Lien to satisfy the obligations. Please see the attached affidavit.

• Initial Complaint

  Date:08/25/2022

  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 went in to test dive a car I was interested in purchasing from a saleswoman named Anaiz on June 21, 2022. She was made aware that the purchase of a 2017 Infiniti Q60 would not be made unless the washer fluid issue and navigation system had whatever was needed to work properly, which was a SD card. She agreed. However, when I came to pick the car up, the low washer fluid light was still on and the SD card had not been added to the navigation system.
  
  I was instructed to bring the car back and they would take care of it. After bringing it in and waiting over 4 hours, I was informed that there was some damage to the wiring and that it took so long to repair because they have to remove the front bumper. I was also told that they ordered the SD card but it would not be in until the following week and they'd call once it was in. I was never called. Within 30 mins of leaving the dealership from having the low washer fluid issue fixed, the light came back on and I immediately notified them.
  
  Now, the person in their service department has stopped communicating with me and provided the wrong number for me to call. So, I have been trying to make contact with the salesman but have been unsuccessful at this point. ''The dealership is very far from my home so its difficult to just get up and go.
  
  I feel cheated and manipulated for the simple fact that had they not agreed to take care of these issues, I would not have purchased the vehicle.
  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 10, 2022/10/21) */
  Our sales manager David ***** reached out to customer ****** and was told that all has been taken care of except the license plate frame that will be done this Saturday 10/22 when she can stop by.
  
  we appreciate Ms. ***** business and look forward to work with her in the future