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:04/04/2025

  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.

  ******** customer service. **** in with my own approved financing. Sales agent, sales manager, finance manager all tried to convince me to run my credit and give them my ss to run. They then lied about my own credit union saying they'd need to run my credit again (even though the hard credit pull went yesterday). This is unacceptable and poor practice to not be honest and twist rules.

  

  Business Response

  Date: 04/08/2025

  Bill Luke SanTan has contacted Mr. **** and given him two options to purchase a vehicle. Mr. **** can bring in a check from his credit union or Bill Luke SanTan can submit his information to his credit union but the credit union may pull his credit again.

• Initial Complaint

  Date:03/31/2025

  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.

  Purchased vehicle on 03/23/2025. At time of signing papers with ****** I was informed the **** **** San Tans $399.00 window tint lifetime warranty was not a choice and had to be purchased and that the owner of **** **** requires it to be added to every sale. I informed ****** I did not want the tint warranty or the windows tinted. When I returned 03/26/2025 to pick up the car there was noticeable scratches on the paint and a cord for a GPS monitoring system I did not purchase. I was informed that I would have to come back to have those items corrected. Service was scheduled for 3/31. Between 3/26/25 and 3/31/25 I noticed damage to the tint and scratches. I then text **** **** San Tan's salesperson, ****** of this information and he advised me that it would not be a problem, and they would do everything to make sure I was happy with my purchase. I advised ****** that I would like the tint removed. When I returned 3/31/25 for the service, the service manager informed me it would be $100 charge to remove tint. Other option offered would be to remove the current tint and have the vehicle re-tinted with non-ceramic tint (low quality). I did not want the offered non-ceramic tint and requested the tint to be removed. I then received a call from the Assistant Sales Manager ***** who informed me that it was not possible that I only had two options to either have the tint redone with non-ceramic tint or to pay an additional $100 to have the tint removed. Halfway through this conversation ***** informed me he was recording the call. I was never informed of the call being recorded until several minutes into the call. I chose neither and called the service manager and told him not to do anything with the tint. I cannot justify paying $400 for tint warranty with low quality materials used that I did not want in the first place and then another $100 for the tint to be removed.

  

  Business Response

  Date: 04/01/2025

  Bill Luke SanTan has contacted Mr. ******* and both parties have come to an agreement

  Customer Answer

  Date: 04/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:01/16/2025

  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.

  **** **** has a return policy that a vehicle can be returned within 2 days or 120 miles. I attempted to excercise this within the time and mile period due to tire damage on the vehicle. They did agree to give the vehicle an alignment and scheduled it a few days out (now outside of the return window). The alignment showed it was indeed out of spec and caused abnormal tire wear.They then contacted me stating they did not charge enough sales tax and wanted additional money from me. This was outside the return policy window. The agreed amount was an Out the Door price, and I do not feel I owe them anything due to their system mistake. I want them to grant my return policy request (provided to them within the return window) and provide my trade-in and cash back to me without fees.Alternatively, want to be compensated for new tires and have them not charge me additional taxes

  

  Business Response

  Date: 01/16/2025

  Bill Luke SanTan sold Mr. ******** a vehicle on 1/11/25 and this is out of the return policy of 48 hours by time. Mr. ******** informed Bill Luke SanTan that a third party did verify the tires on the vehicle were ok.Bill Luke SanTan will not accept a return of the vehicle or compensate for new tires. Bill Luke SanTan will cover the difference in taxes not collected and appreciates Mr. ******** business.

  Customer Answer

  Date: 01/17/2025

  The request to return the vehicle was given within the 48 hour window.  Bill Luke Santan elected to ignore this request until after the 48 hours.

  Although it is appreciated that they did honor the warranty and attempt to give the vehicle an alignment,  the vehicle left their facility with paperwork from their "state of the art" machines indicating that the vehicle was still out of alignment, and quoting the words on their paperwork ""One of more values are not within specification.  Tire wear, handling and SAFETY PROBLEMS may result.""  It is strange that a facility would allow a vehicle to leave with this warning on the paperwork given to a customer.  I did not have a chance to review in detail until later as I had a child with me picking up the car.  A child with me, and I was given a vehicle with paperwork indicating there may be safety problems.

  The request to return the vehicle was provided in writing within the 48 hour allowable window.  Management ghosted me until after the 48 hour window was over.   

  It does the customer no good to have a return policy the company purposefully ignores until after the allowable time is over, and does little good to have a warranty that results in attempts to fix issues but they do not actually resolve the issues.

  I would like to return this vehicle per their policy and in the future conduct business with a company that actually honors their words and has competence to conduct repairs if repairs are needed.  Again, the request was made within the allowable window.

  

  Business Response

  Date: 01/17/2025

  Bill Luke SanTan confirmed Mr. ********* did request a return of the vehicle he purchased within 48 hours and will honor this request. A member from sales management will reach out to coordinate the return. 

  Customer Answer

  Date: 01/21/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** ********
  
   
  

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Date of transaction was 7/17/2024 * Down payment $10,000 * Business Committed to provide a 2022 Jeep Wagoneer Series II (BuyBack)* Natureof dispute: Dealership attempted to overcharge me the price of the vehicle by $3,000 and and tack on other addons on a used vehicle that were not warranted or justified to have increasing the price of the vehicle of $699 beyond the purchase price by attempting to also double charge me for items such as Tax, Licensing and Titling. I was also being forced to pay for tint $399 of the vehicle on a used Buyback that I'm sure was the previous own paid for before the Buyback. * When questioned about the additional charges the saleperson got upset with me and management never came to talk to my wife and I to see if the situation could be resolved. They refunded us our down payment and kicked us out because the were upset with us to questioning their integrity and sales practices.*The advertising add was seen on their online website.

  

  Business Response

  Date: 07/19/2024

  Bill Luke SanTan has reached out to the client and explained the fees charged, and the client is now satisfied and has agreed to purchase the vehicle. No further attention is needed at this time. 

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  13 Jan 2024 Purchased the vehicle from out of state. 3 Feb 2024 Vehicle was delivered, with multiple vehicle notifications that were not disclosed to me. 12 Feb. 2024 Vehicle was brought in (under 500 miles) due to that being the soonest I could get it in due to my work schedule and the repair shops schedule. I paid approx $4500 for the initial repairs. I did not notify the dealership at this time. Approx a week and a half later a check engine light came on and had to take it in again to the shop. 26 Feb. 2024 the vehicle was back in the shop and took a week to diagnose. 1 March 2024 - The day i was notified by the repair shop of what needed to be fixed I reached out to ***************** regarding the issues. again due to scheduling and time it took to diagnose the problem was over 15 days from the date of delivery. I was told by ***************** to cut my loss and sell the vehicle they just sold me. ***************** then blamed the repair shop for finding the faults. I ended up paying $11,500 to get it up and running again. I finally got my vehicle retuned to me on 13 March 2024. 8 April another check engine light came on and it died at a stop light trying to get it into the repair shop. I was quoted between $3500 - $10,000 to fix the problem. I again reached out to the dealership and was told to cut my loss and there was nothing they could do. Currently the vehicle has been sitting in my garage for over a month with less than ***** miles on it. It appears ***************** only does enough to get the vehicle running past the 500 miles Arizona Lemon Law. 10 April 2024 approximately - I reached out to the attorney general of *******. ***************** offered me $1500 towards the repairs or $13,000 towards a trade in. Which I did not accept since that would put me even more upside down on the any vehicle. I would like to return the car with a full refund, which would still leave me $15,000 in the hole, but realize that *** not happen. I also want others not to have to deal with this.

  

  Business Response

  Date: 05/29/2024

  ******************* offer remains that we will take the *** in on trade for a different vehicle with a $13,000 value, or we are willing to offer a $1,500 concession. ****************** knowingly purchased the vehicle as-is and declined to purchase an extended service contract that was offered to her at the time of the sale.

• Initial Complaint

  Date:08/22/2023

  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 writing to explain the issue I had with ********************************** concerning the right of first refusal on a Tesla Model X. It's crucial to share my experience for transparency and better business practices.Key Dates:Aug 11th: Filled out right of first refusal and communicated interest to ***************** sales team.Received confirmation email for first right of refusal.Aug 14th: Inquired about vehicle availability and was informed it wasn't ready.Aug 16th: Received financing terms and sought better rates. Credit was ran. Aug 17th: Informed via text that vehicle was sold to another party.Aug 18th: Contacted ***********************, sales manager, expressing frustration.Sequence of Events:Sales team initially confirmed our right of first refusal, noting the vehicle wasn't customer-ready.Advised to monitor billlukeautos.com for updates.Our credit was checked.Despite seeking better financing, the vehicle was sold without our knowledge.*********************** acknowledged contacts and right of first refusal email but shifted blame for not making a down payment.Offered resolution by finding a comparable vehicle at the same price, but it was dismissed.GM ***** denied wrongdoing, stating we hadn't followed a brief email process.My Concerns:Lack of Clear Communication: Initial confirmation lacked clarity, leading to confusion.Unilateral Decision: Vehicle sold without our consent despite our interest.Deflection of Responsibility: Dealership blamed us for not making a down payment. Never notified that downpayment was required.Failure to Rectify: Request for resolution ignored; dealership didn't acknowledge their role.Resolution Sought:I believe a reputable business should take responsibility and rectify misunderstandings. I seek a fair resolution including a sincere apology, explanation of communication breakdown, and commitment to customer satisfaction.I trust ******************** will investigate and ensure ethical practices. Thank you for your attention to a beneficial resolution.

  

  Business Response

  Date: 08/24/2023

  Bill Luke SanTan will apologize for an confusion that ******************** had in our interactions but below is an explanation.

  First Right of Refusal - As seen in #1 pdf., ******************** would have been given first right of refusal if he came to the dealership and completed purchase paperwork

  Received Financing terms - ******************** did not agree with the financing terms saying "they did not make sense" and Bill Luke SanTan will not hold a vehicle until final terms are agreed upon and a deposit taken in

  Bill Luke SanTan sells vehicle on a first come first serve basis and unfortunately someone else purchased the vehicle before ******************** agreed to terms and submitted a deposit or came to the dealership to complete purchase paperwork

  Customer Answer

  Date: 08/24/2023

  Addressing **********************************'s response to our BBB filing, they persist in deflecting and overlooking process flaws. Here's my explanation:
  
  Regarding the "First Right of Refusal" in the **** they claim ******************** had it upon visiting for paperwork. However, in today's digital age, transactions often happen remotely, obviating the need for physical presence.
  
  Concerning "Received Financing Terms," a dispute arose over terms. Agreement on financing can occur via email or phone, rendering insistence on in-person agreement impractical.
  
  Lastly, the "first come first serve" basis is common but outdated. In a connected world, businesses must adapt processes for customer convenience. Waiting for physical presence or deposit risks lost opportunities.
  
  While I respect their policies, adapting to evolving customer expectations is ************* checks and congratulatory emails set expectations, causing confusion if not followed up. I appreciate your efforts in this; hoping for a resolution mindful of modern customer-business interactions.

  

  Business Response

  Date: 08/25/2023

  Bill Luke SanTan appreciates ************************ feedback and will look to improve client communication. Bill Luke SanTan does offer a virtual/digital purchase experience called VIP Express once figures are agreed upon and a down payment has been accepted. Thank you.

  Customer Answer

  Date: 08/25/2023

  Thank you for your response in relation to my feedback. I'm pleased to see that Bill Luke SanTan acknowledges the importance of improving client communication and service standards.
  I must say, the concept of VIP Express, a virtual/digital purchase experience, is intriguing. However, my initial experience in attempting to purchase a vehicle left me disheartened. The cumbersome process I encountered led to frustration and confusion, ultimately eroding the trust I had hoped to establish with your dealership.
  While I understand the strides you are making to enhance your procedures, I urge you to consider the existing challenges that have left a stain on our potential business relationship. A focus on resolving these specific issues would be greatly appreciated.
  I remain hopeful that we can find a constructive way to move forward and mend the fractured trust.

• Initial Complaint

  Date:03/03/2023

  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.

  ************************* location sold us a car Nov.29th 2022. They had replaced the windshield in Sept. 2022, as it shows on the carfax. We discovered mid Jan. 2023 that it was installed poorly. The intermittent wipers don't work. We were willing to live with it until mid February when the molding around the side of the windshield blew off while driving. Now we over $1000 in cost to fix this. When I called them about it they looked it over and claimed we had replaced the windshield after we purchased it. WE DID NOT!! We are auspicious they put a used/ bad windshield on to save cost or possibly employee used a less expensive windshield and charged the dealerahip full price. They refuse to carry any responsibility for this. We want ***************** and or ************ to give us a new windshield, make the intermittent wipers work and pay for molding replacement.

  

  Business Response

  Date: 03/16/2023

  Bill Luke Santan has come to a resolution to address ******************** concerns. We will have the third party glass company that originally installed the windshield replace the rain sensor, reattach the top molding, and Bill Luke Santan will split the cost of replacement of the missing side molding. After speaking ****************, she has agreed that this is a fair resolution that will make her satisfied.

• Initial Complaint

  Date:09/27/2022

  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.

  8/29 my vehicle went in for warranty repair my vehicle was there multiple weeks before warranty work was approved, once warranty work was approved was given rental car for 14 day vehicle was at service center until 9/26 so was left again with no rental car. Upon pick up once I got into my vehicle the windshield in my vehicle was cracked on the drivers side I was very shocked being I just had nano ceramic clear film installed days prior to dropping my vehicle off. No chips or cracks upon drop off of my vehicle in fact ***** the service advisor called 9/26 2:02pm asking about windshield replacement which I question "why would I do that i dont have any windshield issues?" her response was okay. I was very upset about the situation and was told by ***** that they would contact me on 9/27 however they have made no effort to contact. This is not my first unprofessional experience with the service center as this is the second time I have encountered issues in less than a year a huge disappointment after paying 59k for the vehicle. I do have supporting pictures that show my windshield with no chips or cracks.

  

  Business Response

  Date: 10/05/2022

  Bill Luke SanTan already responded to this complaint and it is closed. Bill Luke SanTan was able to speak with **** and agreed to pay for her windshield to be replaced.

  Customer Answer

  Date: 10/05/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:09/27/2022

  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 had to take my vehicle in for warranty work it took five weeks to get my vehicle back upon returning my vehicle my front windshield was cracked I was never notified that my windshield was cracked during the five weeks of my vehicle being there as I recently had a film applied to my windshield to deflect heat three days prior to taking it to the dealership so I have picture of the windshield and I have no cracks or chips on my windshield upon dropping off for service. This is not my first bad experience with this service department in the five weeks of my car being in the shop I was with out a vehicle all but 14 days and went rounds to get a rental vehicle. ***** the service advisor I dealt with I dont care to deal with going forward she is very unprofessional and is always back pedaling. The experiences I have dealt with at this service are unacceptable. In fact ***** said she would notify me first thing this morning on 9/27 as its 4 pm and I have not heard from them to resolve the broken windshield my vehicle encountered.

  

  Business Response

  Date: 09/28/2022

  Bill Luke SanTan was able to connect with ******************* today and has agreed to pay for her windshield replacement