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:05/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 van from this company and never got the plates or tabs for it

• Initial Complaint

  Date:07/30/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 2018 **** Escape SE from this dealership on 05/10/2024 and I have not received my license plates for the vehicle. I have contacted the dealership and the person who sold me the vehicle ************************* said he has tried to contact the owner about our plates and the owner has given no response. I asked for the owners contact information from ****** and he provided the owner's email, I emailed the owner asking about the vehicle's plates on 07/22/2024 and have received no response. I went into the ******************** today 07/30/2024 to see if they could help me, they informed me the vehicle is not in my name and they did not see any paperwork submitted. I reached out to ****** again and was informed that he no longer works for Betancourt Auto and that he has not been able to get into contact with the owner at all. He also informed me the dealership was not there any longer. I called the ********************* services to see if they could assist me with the situation and they told me they could not help me, and I need to file a complaint against the dealership. I am needing assistance with getting the license plates to this vehicle I purchased from Betancourt Auto Sales.

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 April 2nd 2024 I bought a car with this company. A **** Escape 2015, I purchased an extended warranty that cost $2,500 of dollars between other add ons. Weeks after getting my car I notice some noise that they promised to fix since it was a new car I was getting, they took so long to take me in and afterwards cleaned their hands and didnt wanted to pay for the issues.After 2 months I figured out that they never paid for my extended warranty that I have receipts of! Never paid for that and now they are going out of business, have not responded to all my efforts, emails, texts and calls to get ahold of them. They have no cars in their dealership and no way to contact them. I need to solve this issue as soon as I can.

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in ******* and found a vehicle at this car lot. I put $500 down to hold until I could get to the west side. Once I arrived there were a few more issues with the vehicle then what I was told about on the phone. We negotiated on a price that was ageeable to both parties. I purchased the vehicle on 03/29/24 for $9,146.30 paid in cash. The $500 I put down was not subtracted from the final price that I paid, I did end up filing a dispute for that with my credit card company as the car lot told me they could not do a refund and instructed me to file the dispute with my credit card company. I was given a temporary license plate that expired 05/13/24. I called the car lot at ************ to inquire about the permanent plates and title, no one answered so I left a message. I still have not received a call from the car lot as of this filing. I went to the *** in ******* on 05/14/24 and was told they could not issue another temporary plate and that I would need to buy any extensions for the license plate. They tried to call ********************** and were unsuccessful in reaching anyone. The *** informed me to contact the ** Dealer Investigation but I was unable to locate a phone number for them. As of now, I cannot drive the vehicle as the temp. plate is expired and I am having no luck contacting the car lot nor are they returning any of my calls.

  Business Response

  Date: 06/06/2024

  Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced. 
  
  We have processed the necessary documents for your vehicle, and the license plate and title have been sent out. You should receive them shortly. If there are any further issues or delays, please contact us directly at ******************************************************* or call us at ************, and we will address your concerns immediately.
  
  We appreciate your patience and understanding.
  
  Best regards,  
  Betancourt Auto Sales
  

  Customer Answer

  Date: 06/09/2024

   
  Complaint: 21712078
  
  I am rejecting this response because: After purchasing the vehicle on 03/29/2024 I was given a temporary license plate that expired 05/13/2024. On 05/14/2024 I called Betancourt to see where the plates, title and registration were. They did not answer so I left a message (to this day they have never reached out). I went to the *** on 05/14/2024 and was told Betancourt had not even filed the paperwork. The *** also tried to call, but again no answer. I filed a complaint with the BBB on 05/14/2024 along with a complaint to the ************************* regarding the lack of response from Betancourt. When I filed the complaint with the BBB Betancourt had 10 calendar days to respond (by 05/24/2024) on 06/03/2024 the BBB sent correspondence that Betancourt never responded to their inquiries and closed the case for "No Response" On 06/03/2024 I filed a complaint with the *** Dealer Investigation Unit regarding Betancourt's lack of response. Finally, on 06/06/2024 the BBB sent an email stating they had received a response from Betancourt that stated:

  "Thank you for bringing this to our attention. We apologize for any inconvenience you have experienced. 
  
  We have processed the necessary documents for your vehicle, and the license plate and title have been sent out. You should receive them shortly. If there are any further issues or delays, please contact us directly at ******************************************************* or call us at ************, and we will address your concerns immediately.
  
  We appreciate your patience and understanding.
  
  Best regards,

  Betancourt Auto Sales"

  I have spent many hours trying to resolve this by either contacting the dealer (to which they still have never contact me directly) and filing complaints. Because I did not get the license plates, title etc. in a timely manner from Betancourt (that was paid in full at the time of purchase) I have been unable to drive the vehicle since the temporary plate expired on 05/13/2024. Not only have I been inconvienced due to not being able to drive the vehicle but I have had to rely on other friends and family members to either get rides or had to borrow their vehicles. I feel Betancourt should have responded timely to all the messages/complaints they have received from different sources and made more of an effort to reach out to me directly to see what they could do to rectify the problem. At the very least due to their error in not filing the paperwork for the vehicle and getting the plates by the time the temporary plate expired a good faith effort by Betancourt should have been to overnight the paperwork, plates etc. It is now 06/09/2024 and I am almost a full month without being able to drive the vehicle I purchased on 03/29/2024. I do not feel they have taken any responsibility for their part in this issue as legally this should have been completed within 45 days from the date of purchase. Their response of "you should receive them shortly" is not acceptable. How much longer should I have to wait because they did not follow through with their commitment to their customer? 

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

  Customer Answer

  Date: 06/12/2024

  Good Morning, Just an update on complaint #********. I finally received the license plates on 06/11/24, however I paid $300.00 as an estimated amount for the license & registration. Per the registration received the total was $219.75. I was told by Betancourt that I would be refunded any difference at the time of registation so they still need to refund the difference of $80.25. Let me know if there is anything else I need to do. Also, I text/email Betancourt the above information and will hopefully receive a response from them to clear up this matter. Thank You, *********************

• Initial Complaint

  Date:04/19/2024

  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 bought a sienna here originally listed for nearly 8k with 180k miles and was able to get it for 6k nearly over 7k after taxes and fees. ****** forced a $499 theft protection that was listed as misc on the sales report. Long story short after attempting to drive it home, it broke down looking at 7k+ in repairs. Need to completely replace engine

  Business Response

  Date: 04/19/2024

  Dear Better Business Bureau,
  
  We are writing in response to a complaint filed by a customer who recently purchased a 2008 ****** Sienna from our dealership. The vehicle, originally listed at $8,000 with ******* miles, was sold to the customer for $6,000.
  
  Following the sale, the customer reported that the vehicle broke down while driving home, with a diagnosis indicating that the engine needs complete replacement, estimated at over $7,000 in repairs. We understand the severity of the situation and immediately offered assistance to resolve the issue. Contrary to the claim made, we proposed to tow the vehicle to our facility at our expense for a thorough diagnosis to ascertain the cause of the breakdown.
  
  It is important to note that the vehicle underwent a comprehensive pre-sale inspection and was tested extensively during a test drive by the customer, showing no signs of mechanical failure at that time. We suspect potential damage to the radiator occurred during the customer's trip, leading to the engine overheating due to driving without antifreeze. However, we have not been able to verify this as the customer has declined our request to inspect the vehicle.
  
  Furthermore, when we requested contact details for the shop that diagnosed the vehicle to understand their findings better, the customer did not provide this information. Our intention is to ensure that if a pre-existing issue caused the breakdown, we are prepared to take responsibility for the repairs. However, without a proper inspection or additional information from the third-party shop, we are limited in our ability to assist further.
  
  We remain committed to resolving this matter amicably and urge the customer to allow us to inspect the vehicle or provide the contact details of the shop that made the initial diagnosis. This will enable us to understand the situation better and determine the appropriate course of action.
  
  Thank you for your attention to this matter. We look forward to your guidance on facilitating a fair resolution.
  
  Sincerely, Merida Betancourt 

  Business Owner

  
  

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21596900
  
  I am rejecting this response because:
  
  I have already had an experienced mechanic look into the vehicle to diagnose the issue & according to them, the engine had two blown head gaskets and the radiator was attempted to be fixed by Betancourt mechanics but was a very bad job. I contacted the previous owners of the vehicle ********************* and he stated that he has not received the title for the car he traded the van in for. Due to my experience so far with Betancourt I do not trust their services and wish that they will settle and give me partial refund of ***** considering all of my inconveniences as my car is still in the shop awaiting repairs. I am looking to filing a police report and reporting this to the local news to avoid any potential future victims. This dealer also claimed ********** to have a 10.5% tax sale rate when it really is 6.5% also charged me an unwanted anti theft service as well as $200 in documentation fees. They claimed that i should receive the title by Friday April 19th in the mail and it is the following monday and i still have not received the title. This is awful, i have wasted time and so far over ****** in damages and fees. The only thing i will accept is full payment for my repairs at my trusted mechanic or partial refund. There was NO EXTENSIVE inspection of the vehicle at purchase & i was only allowed to drive 3 blocks with the car. ****** already agreed to pay for the job of the radiator. By the time they asked for the number and address to my mechanic shop, they were closed for the weekend! 
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/25/2024

  Dear Better Business Bureau,
  
  We are writing to you regarding a situation with a customer who purchased a 2007 ****** Sienna from our dealership, Betancourt Auto Sales. Following the sale, the customer reported issues with the vehicle, which we promptly addressed by offering a full refund or to repair the vehicle at no cost. However, the customer refused these solutions and has not allowed us to inspect the vehicle to verify the claimed damages.
  
  
  We have confirmed with the repair shop, which the customer cited in her complaint, that no work was performed on the vehicle post-sale. Additionally, the customer initiated a chargeback with her bank, which under our terms, requires that the vehicle be returned to us, yet she has failed to do so.
  
  
  The customer has posted multiple negative reviews about our business online, which we believe are unfounded and damaging to our reputation. We operate with the highest standards of customer service and integrity, and it is our position that the customer is using these tactics to unjustly benefit financially from the situation.
  
  
  Given these circumstances, we feel our attempts at a reasonable resolution have been dismissed by the customer. We seek guidance from the ******************** on how to proceed, as we believe our business is being unfairly targeted. We are prepared to take legal action if necessary, to defend our reputation.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  
  ***** Betancourt

  Business Response

  Date: 04/25/2024

  Dear Better Business Bureau,
  
  
  We are writing to you regarding a situation with a customer who purchased a 2007 ****** Sienna from our dealership, Betancourt Auto Sales. Following the sale, the customer reported issues with the vehicle, which we promptly addressed by offering a full refund or to repair the vehicle at no cost. However, the customer refused these solutions and has not allowed us to inspect the vehicle to verify the claimed damages.
  
  
  We have confirmed with the repair shop, which the customer cited in her complaint, that no work was performed on the vehicle post-sale. Additionally, the customer initiated a chargeback with her bank, which under our terms, requires that the vehicle be returned to us, yet she has failed to do so.
  
  
  The customer has posted multiple negative reviews about our business online, which we believe are unfounded and damaging to our reputation. We operate with the highest standards of customer service and integrity, and it is our position that the customer is using these tactics to unjustly benefit financially from the situation.
  
  
  Given these circumstances, we feel our attempts at a reasonable resolution have been dismissed by the customer. We seek guidance from the ******************** on how to proceed, as we believe our business is being unfairly targeted. We are prepared to take legal action if necessary, to defend our reputation.
  
  
  Thank you for your attention to this matter.
  
  
  Sincerely,
  
  
  ***** Betancourt

  Customer Answer

  Date: 04/29/2024

   
  Complaint: 21596900
  
  I am rejecting this response because:
  
  The efforts that this business claim to have made were not followed through. I was offered a refund after my mechanic confirmed and documented repairs prior to any attempts made by this business to rectify my issues. They denied me opportunity for any repairs after they offered to fix the radiator and the engine. This business has costed me so many damages and inconveniences such as towing and repair expenses as well as loss of wages and emotional distress. I have spoken with my attorney and mechanic and based on their findings the vehicle was sold to me in an unsafe condition which i am prepared to take this business to court for justice. I have documentation with dates and times and statements that do not align with anything this business claimed to have done in regards to helping resolve this issue. The statement pertaining to contacting my mechanic is false. They did not ever say there were no repairs done on the vehicle. In regards to my own personal review i left on their ****** listing, it is true based on my own experiences with the business and i have nothing to do with any of the many other negative reviews on their page. I did find that the other negative reviews on their page match the situation they put me in. This business operates in fraud, scamming their customers out of thousands then proceeds to a coercion to a 5 star review which is very deceptive to future potential buyers.
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/08/2024

  Dear Better Business Bureau,
  
  We wish to inform you that the current complaint is a duplicate of a previously filed and resolved issue. We addressed the matter thoroughly, and it was officially closed.
  
  Best regards, ***** Betancourt 
  

• Initial Complaint

  Date:03/30/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 finalized a purchase with Betancourt Auto sales on March 16, my vehicle was to be loaded onto the ferry March 22 to come to me here in ******, I show up to pick up my vehicle on March 24 and NO VEHICLE, the next day Betancourt tried to tell me it was never paid, then they said they thought I changed my mind, then they said they never received the deliver instructions, I let them know who the instructions were sent to and they said that person had been let go and never passed the information along. I rebooked the ferry ticket for my vehicle for March 29th; asked them to reimburse me for the cost of the ferry ticket, they said absolutely. Then this week the day before my vehicle is to be shipped they canceled my purchase, since they sold me a vehicle they did not have the title for! Days later I am still waiting for ***** ticket reimbursement that they agreed to and to receive my refund for the vehicle purchase.