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:05/28/2025

  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 purchased a vehicle from Auto Trademark in ******** six months ago. The car had passed their "50-point inspection" at the time of sale, and the very first oil change since the purchase was recently completed at their dealership. During that oil change, I discovered that the oil pan drain bolt was completely stripped and had been covered with tape to stop oil from leaking.This is particularly troubling because the last oil change was performed by the dealership itself, which strongly suggests that they were aware of the defect when they serviced the car. Instead of fixing or disclosing this serious mechanical issue at the time of sale or during routine maintenance, they concealed it by applying a temporary, unsafe fix.This conduct not only violates basic consumer trust but also breaches protections under the **************************** Act. I now face significant repair costs, and the vehicle remains unsafe, jeopardizing my familys transportation needs during an important cross-country move. I have mechanic documentation and photo evidence confirming the defect and the attempted cover-up.I am requesting that Auto Trademark take immediate responsibility by covering the full cost of repairs or providing an acceptable resolution. If this matter is not resolved, I will be forced to pursue further legal action under applicable consumer protection laws.

  Business Response

  Date: 06/02/2025

  Good afternoon,
  
  Customer had contacted us last week to resolve his issue with the drain plug and we offered him $500 towards the repair out of good faith but he refused. He wanted us to pay more but we couldn't.
  
  Customers bought the vehicle back in December of 2024 with 58k miles and also did a pre-purchase inspection prior to purchase as well. He has already driven the vehicle 8k miles since purchase.
  
  Auto trademark did not hide anything or had any knowledge of any issues. Auto Trademark should not be liable for any repairs at this time but still offered him $500 out of good will. He also gave us a negative review and told his friends to do the same even though they had nothing to do with this transaction.
  
  
  Thank you,
  
  
  Auto Trademark
  ************.

• Initial Complaint

  Date:09/07/2023

  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.

  I've been in touch with *****, my salesman, about some repairs that were done on my vehicle. Unfortunately, the repairs didn't fix the problems, and ***** has been unwilling to provide me with a detailed receipt of the work that I paid for. I also mentioned to him that the driver's side door key wasn't working and the fob had broken. Although the company replaced the fob, they didn't fix the door or provide me with an extra fob as promised by the manager. I had previously complained about the acceleration of the vehicle, and it started making noise. While the noise has reduced slightly, it's still making various noises. I had to add oil to the vehicle before the service sticker indicated it, and it's now burning more gas than before. Despite my consistent emails, ***** has been ignoring me and showing me no respect when I try to talk to him or anyone else at the company. I just want them to fix the vehicle so that my family and I can have a reliable means of transportation, but no one seems willing to listen or help.

  Business Response

  Date: 09/27/2023

  ************, A few day after she bought he vehicle there was an issue with the remote so she brought the vehicle back to the dealership to help her out and we got her a new remote and then she also requested for another key which we also provided to her at our expense. A few weeks later she brought it back again and had some concerns regarding the drivability of the vehicle but we couldn't duplicate any issues that she mentioned and left with the vehicle.. She did purchase a warranty with 3rd party at the time of sale and is able to utilize it if needed.

  Thank you!

  Management.

  Customer Answer

  Date: 10/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:I have text messages with me and the salesman about my complaints the next day after my purchase, and he told me to keep him posted on my issues, which I did, but he never addressed the stalling when the vehicle is driven or fixing the door. I had to consistently ask him when I could bring it in, and he kept ignoring my requests, even when I brought it to him. He still never provided me with a receipt or the work that was done to the vehicle. Replacing a fob does not fix a door that I can't get into when using the key if necessary. If that fob dies, then I don't have a way into my vehicle, which is crazy. Why should I pay for something that I have been complaining about since the day after my purchase? The vehicle still makes a noise and everything, and the dealership refuses to tell me or give me a statement of the work that was supposedly done on my vehicle. I feel like my money was taken, and they feel as though they don't have to provide proof of anything. If the job was done correctly, I shouldn't still have these issues with the vehicle.
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:04/20/2023

  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 12/23/22 I purchased a 2014 white ******** * ** 2DR hard top convertible with 41,558 miles online. The sale price was $24,695, after taxes and fee total sale amount was $28,706. Before purchasing the vehicle, I asked two sale representatives about the functionality of the hard top. The first sale rep. said that the hard top was not working. When I followed up with another sale rep he said that the first rep didn't know how to use the vehicle & hard top is functional. The business committed to provide me with an ******** *** that was in working order & had a functioning hard top. On Sunday 01/15/23, my vehicle arrived. In the car it smelled like mildew, & the hard top was not working as they committed to prior to purchase. I texted ******* on 01/15/23 informing him that the hard top was in working condition. ******* did not respond. 01/16 after I still did not hear from him, I contacted ******, manager & informed I would be taking the car to an ******** dealership to have them assess the car. ****** agreed to help once I get the assessment. The ******** dealership confirmed that there was water damage that caused the issue, & there is a leak in the hard top, but they could not locate it. They were able to get the hard top to work but advised to bring it back once I locate the leak, because this would reoccur. I informed ******. On 3/16/23. I found the leak & brought it back to ********. 4/4/23 I asked ****** to cover amount paid for repairs he refused, then told me to email him the invoices for all repair to hard top & he would discuss with owner. 4/11 I called after not receiving response, ****** informed me they had not discussed. 4/17, I called back, ******* verbally offered $200 with a take it or leave it attitude. Same day I received email from ****** offering $ 300, which is not even a fraction of the repair, not to mention my valuable time and effort to resolve this issue. My dispute is for the cost of repairs for 1/18 & 3/16 totaling $5,833.12

  Business Response

  Date: 05/17/2023

  Hello *****,

  Vehicle was delivered to customer and top was working fine when it left the dealership. Customer called after a few days she received the vehicle complaining about the top not working. I advised her to take to ******** dealer to figure out the issue. She called back after a few days and told us that issue was resolved and everything was fine. 3 months later she contacted us that she had issue with water leak and already had the work done at her own and will. Vehicle was sold As-Is and after 3 months of driving water started leaking from the seal which is unfortunate. I told customer that i will give her $300 towards the repair as a good will but she refused to take it. Please see attached file.

  Thank you,

  Auto Trademark.