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:05/23/2025

  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.

  This company took an $800 down payment from me without putting it on the auto loan contract. Additionally the car has significant issues. The car was not sold is and they did not disclose the issues about the tire bubbling from the inside out, another company diagnosed it as a manufacture defect and we paid out of pocket with no reimbursement after discovering it because the tire blew with my wife and children in the car. Additionally the catalytic converters need to be replaced and they will not provide a loaner while the vehicle Is in the shop. The lane assist and lane departure are defective as well. They made me drive to a shop over an hour away and all the shop did was change the oil and reset the lights. A couple hours later every light came back on. This company is a scam.

  

  Business Response

  Date: 05/26/2025

  Im very sorry to hear about the tires. We offer a warranty of ****** miles or 3 years for your vehicle. You just have to bring the car back to the shop. About the down payment, that was for the older acct. This older acct was traded in three months ago. For the new acct we didn't charge a down payment. 

• 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 purchased a 2016 Kia **** at the end of January with approximately ***** miles from B&G. On April 25th the car broke down and would not acelerate. I contacted ******** a *********** for warranty service on 4/26. They advised that the shop was full but they could tow my car to either ******* or to *******. I told them *******. They didnt come to pickup the car until 4/28. The following day I called and was told my car was at ***** Auto Body @ ****************************************************. I called the number they gave me for the shop and is a cell phone for a mechanic who doesnt speak English ( had my father in law) translate. On 5/12 I went to pickup the car and was told it wasnt at that address via translator but at ***************************** when the mechanic arrived at that address it is a house with a backyard mechanic shop. Took possession of the car. Drove 2 miles and the car stopped accelerating again and wont go over 4 mph. Called mechanic and he towed it back again. To date the car still is not fixed and they dont know whats wrong or when it will be fixed!B&G/Desert Finance/Blue Key 5 have all refused to help or respond to any of my requests.

  

  Business Response

  Date: 05/26/2025

  Please give me a call directly to discuss. I will be in from 5/27 to 5/30. My direct number is ***********I will be more than happy to help you, We did have a little issue with some of the shops that were moving to other locations. 

  Customer Answer

  Date: 05/29/2025

  The vehicle is currently back in the shop. They have provided me with a loaner car. They did not respond to my request for reimbursement for my rental car and expenses for the entire month they had the vehicle previously. I still feel that reimbursement is necessary and that I should not have to make payments for the vehicle while it is still in repair. I will continue to keep this complaint active and open until the vehicle is back in my possession and reimbursement is made to make me whole again. I spent over $1400 between rental car and extra gas driving back and forth to ******** as well as lost time to be working. I feel that needs to be compensated by the company.

  

  Business Response

  Date: 05/30/2025

  As of right now I was able to speak with ****. He came to drop off the vehicle at our location and drove off with a courtesy loaner. The car is at our shop. I am making sure the car will be in good working condition for our valued customer. 

• Initial Complaint

  Date:04/16/2025

  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 purchase vehicle on march 31 return april 2 when I call desert finance the car payments was to high 398 bi weekly. that was to much car need oil need to be fix. I was scam i tried return April 1 i was told i couldnt get my deposit back which ***** took home return april 2. i have documents nothing stated it couldnt be refundable. I have witness as well ***** ****** ************. we was never told final sale anything. my contact number ************ ****** *******

  

  Business Response

  Date: 04/29/2025

  we will go ahead and refund the $1000 downpayment she made at the time of sale, that way we will close acct. She will have to come by before 05/02/2025

• Initial Complaint

  Date:04/13/2025

  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.

  We had a scheduled oil change with a mechanic that the dealership sent us to. We told the mechanic our vehicle was overheating for the past few weeks. He showed us a damaged part and said he would order the part and replace it. A sealant was put on the damaged item, fast forward next week on our way to work the car stops accelerating while were trying to get on the freeway. Pulled over had it towed to the service center. The very next day they tell us there is a blown head gasket on the vehicle which will take 3 weeks to a month to repair. We asked for a loaner and had to wait a whole week before getting. The service receptionist said it was safe to drive after she test drove it. Two days later the check engine light comes on we take it back to them and they say its a blown transmission in the loaner. We dont want to do business with this company anymore and a complete refund is what were looking for

  

  Business Response

  Date: 04/14/2025

  As I let the customer know, our warranty covers everything with mechanical issues. We have a few outside mechanics that work with us, they did send the head gasket to the machine shop, unfortunately we have no control over the machine shop, like how busy they are and how long they take. We did let the customer borrow a loaner car that we mentioned he needed to bring it back as soon as we let him know, he never did and now the loaner needs a new transmission, we will not charge for that even though it was negligence. Now we have no loaners, and the car is getting worked on. The head gasket might get here this week and after that we will do our best to finish the work and return it to the customer. 

  Customer Answer

  Date: 04/14/2025

  
  Better Business Bureau:
  
  No one ever called us to tell us about bringing the loaner back. In fact anytime we needed an update about anything, I was walking over to the dealership. In fact when I picked the loaner up, the business told me that they were working on a steering wheel issue but when we turn the wheel to the right there was a noise, but its safe to drive. Never was bringing the loaner car back ever mentioned. We also have call logs of when you guys called us and when we we called you. We called the business the same day the engine light came on the loaner and the mechanic shop said bring it in today or tomorrow due to our work schedule. However, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me, we would like a payment deferral for the past due payment.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** *****
  
   
  

• Initial Complaint

  Date:03/25/2025

  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.

  On Thursday March 6, 2025 I called ************ to schedule an appointment for my car to be seen as it was overheating. I was told to take my 2016 Chevrolet **** to the following mechanic shop Project 21 Auto Body and Repair **************************************************************************. On that same day I got a call from ******* ******* the mechanic ************ stating my car was ready and I needed to get it today cause he needed the space the mechanic replaced my fan but was not able to replace the sensor because they didnt have it. I was also told by that same mechanic that he took my battery and alternator as that was another reason my car was overheating. My husband picked my car up and drove it home. Within 20 mins of being home my car no longer started. We tried to jump the car no luck. We also took it to autozone on March 7, 2025 to charge the battery and the autozone clerk told us this was a bad battery it doesnt even charge. My husband bought a new battery and the car still didnt start. After days of calling my dealership they finally agreed to pick my car up for free after trying to charge me $200 for a tow truck. Before I took my car to the shop it started fine the only issue was overheating so it concerning that they took my good parts and swapped them for bad parts. Since then I have not had a car. There havent been any proper updates from the mechanic everyone says they will call back with an update but I never received a call back. They have had my car since March 13, 2025 I asked for a loaner car to handle my responsibilities as I have a special needs child and they are unable to accommodate me in anyway but want me to continue paying 312 biweekly for my car note. This is unacceptable the lack of communication and professionalism bothers me the most.

  

  Business Response

  Date: 03/28/2025

  I've been trying to communicate to our customer **** ******* but there is no response or voicemail set up. I called all 4numbers there are on the account. 

  I do apologize for the inconvenience, we have all these outside shops that work for us and is a little inconvenient that we get bad reviews for their services. Sometimes customers communicate directly to the shops and we dont get notice of that.  Please let me know if I can help on anything my direct number is **********

• Initial Complaint

  Date:01/17/2025

  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 bought a car from B&g auto and i have had nothing but issues with it since the first month of buying the transmission was slipping. Now the engine and car is stalling i have been. Without my car owing on 4 days no update no phone call no loaner. And all i was told was to figure out my transportation for the next few days how am i supposed to figure out my transportation and you all have my vehicle i pay 808$ a month for my vehicle that I cant use and my car payment is coming up i am currently out of work because i have no way my kids cant go to school this is very bad and now this is gonna affect me paying rent im coming out of pocket for rides when i was promised a loaner vehicle and nothing now im told after 4 days but they cant give me a update

  

  Business Response

  Date: 01/20/2025

  Our warranty covers ****** miles or 3 years of majority of repairs. Unfortunately getting a loaner or a low are not under warranty. Our system indicates that the car has been ready since Jan 17th. They is a copy of repairs at the office. the car was only two days at the cervice ******, the mechanic needed time to diagnose the repairs. Note added - Service: Car is stalling, engine light on, won't accelerate, oil change, replace 1 tire rear driver.
  Repairs: Checked and scanned the engine, R/R the throttle body, R/R radiator cooler tank reservoir, checked tires all tires, test drive the vehicle car is driving correctly. AT NO COST, COVERED BY THE WARRANTY!

  Sometimes it takes a little longer, we do our best to keep our customers happy. 

  Customer Answer

  Date: 01/20/2025

  my car was not ready on the 17th I dropped my vehicle off wensday the 15th and I was told to figure out my transportation and my rear tires is not replaced. They checked my tires and I have an appointment to get those replaced so dont lie. I was without a car the 15th the 16th the 17th the 18th the 19th and just got my car Monday morning the 20th and its still not driving correctly I have a copy of everything that you all say that was done, which is not true in this response and this has caused me hardship with work and getting my children to school Its unacceptable nor did you contact the bank to let them know my car is in service not a reliable vehicle can I trade the vehicle in ???

  

  Business Response

  Date: 01/21/2025

  Please bring the car back so we can take a look at it. Have in mind that if the car is still doing the same thing we might have to keep it more days. Sometimes is hard for us to run test and get to the problem when the customer dont want to leave the car at service.  As of right now you dont qualify for a trade in. Ler me know when you can bring the car back so I can tell them that you will do a walk in. 

  Customer Answer

  Date: 05/22/2025

  Today is may 17 my engine light came on again after my car has been serviced for the 5th time I have asked for a trade in for this vehicle I pay 900 a month and its been every month the car has to be serviced I need help and I need to get out of this vehicle it has been serviced and every time a new person has serviced my vehicle why is this business not helping me resolve my issue

  

  Business Response

  Date: 05/30/2025

  We were able to give the customer a courtesy loaner car. WE fixed the car and is back to customer. Please feel free to call me directly at ********** if there is any questions or concerns. Thank you

• Initial Complaint

  Date:12/11/2024

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against B&G Auto Sales regarding a vehicle I purchased from their dealership in October 2023. Since the purchase, I have encountered ongoing issues that reflect poorly on their business practices and customer service.Less than six months after purchasing the vehicle, the engine blew up. I had the car towed to their service center, where it remained for over two months. During that time, I was told the engine would be replaced. However, after receiving the car back, I had it inspected by my own mechanic, who confirmed that the engine they installed was not new or properly functioning.Despite the unresolved issues, B&G Auto Sales increased my payment from $350 every two weeks to $480 every two weeksamounting to $960 per monthfor a vehicle that continues to break down. When I attempted to trade in the vehicle to resolve the situation, I was informed that I did not qualify for a trade-in, with no clear explanation or solution offered.Moreover, I have faced dishonesty and lack of accountability from the staff at B&G Auto Sales. On one occasion, I was told that I had spoken to someone named ******* about my situation, which is untrue. It is apparent that the staff covers for one another, and there is no transparency in their dealings. Reaching out to **************, the finance company involved, has been equally unhelpful, as they provide the runaround rather than real assistance.This experience has caused significant financial and emotional distress. I request that B&G Auto Sales take immediate action to I trust that the Better Business Bureau will assist in mediating this matter to ensure a fair outcome. Please let me know if additional documentation or information is required.Sincerely **** *****

  

  Business Response

  Date: 12/19/2024

  After reviewing the customer's account, I see she purchased the car back in 8/16/2023 We offer to all of our customer a warranty of ****** miles or ****** warranty, their only job is to bring the car every ***** miles or 3 months for oil changes and maintenance on vehicle Free. Vehicle had ****** miles by the time of sale. She came to service for the first time on 12/10/2023 complaining about issues with the engine on the car. When we checked the miles on the vehicle she had already driven ****** miles with no history of any oil changes. The number of miles driven on this vehicle was extreme. WE had to replace the engine a second time for the same reason. I spoke to **** directly and explain why she is not eligible for a trade in, the reason is because of the negligence on the car, not giving it the right services on time, the constant late payments, account has been amended, WE removed the fees from the first engine we replaced. She is only paying for the second one. I believe we helped **** in a lot of way so she can keep her car. 

• Initial Complaint

  Date:10/29/2024

  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.

  WARNING:My partner and I, took advantage of the 2 free tires and oil change. 5 hrs of waiting later the car was badly dirtied! They DROVE IT! The rims are completely messed up (scratches dent from dropping or the tire wrench / demount tool didn't fit properly). I have done basic mechanic work. They did NOT put 6 quarts of oil as the car calls for. It is not reading on the dip stick at all. They also BROKE a metal (Maybe plastic bracket) on the engine. I do not know what they were doing with this car for 5 hours (I WAITED IN THE WAITING ROOM) but an oil change and 2 tires was all the 2014 Buick was scheduled... NOW, I have to pay more for a REAL mechanic to go over everything AGAIN!I was initially told a *month before (when making the appointment) they would have the tires and it would be a 2 hour wait at most.I only financed here due to credit issues but I pay 900 a month and did not expect to have a really good car completely messed up!I pay 40 a month for a weekly cleaning detail interior and exterior as well as have images of before and after.

  

  Business Response

  Date: 10/31/2024

  With every car we sell we add a Warranty of 50 thousand miles or 3 years. We would cover pretty much everything. We do have a long wait somedays. But we get to our customers car to get it fixed. I do apologize for the wait at the waiting room, we also offer to drop off vehicles and we call when they are ready. as per the "damage" I asked one of our service team members and she responded this, "This customer was in a very bad mood because she wanted her car quickly. I let her know that we were busy, and when she left the service department, she went to check on her car all around it and left and didn't mention anything.
  I was outside getting information from another vehicle if we had really damaged her vehicle, why she left and didn't mention anything at the moment she would have come to tell us." we would of taken care of it right there and then. 

  Customer Answer

  Date: 11/02/2024

  8 am the woman whom waited.  *I was never told of a wait.  Until I was there 3 going in 4 hours.  So yes I was getting annoyed.  Visibly on your camera.  You can see absolutely no communication and why would I bring it to their attention when they would not communicate with me to begin with.  

  I disagree with the woman that was in the office that day about her attitude as well.  

  "Pretty much cover everything".  Ok then why did I also get bad out dated tires?

  I will have receipts for the repairs and purchase of new tires.

  ****** Pena 

  ********* ********-****

• Initial Complaint

  Date:08/06/2024

  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.

  On July 1, 2024 i got my car towed to the mesa location so I could get a diagnosed of what the issue was with my vehicle for not driving. From the very beginning, I let The know that I want to know what the diagnosis is. If its a transmission, I do not want the vehicle at all. I talked to a Lady in their office and told her My situation about it might be my transmission. Im not too sure yet, but If thats the case, would I be able to trade my vehicle in with them and get another car loan through them. She said yes that ** almost done playing off my vehicle we could traded in and get a new car, lonely through them and put my old lease on the back of my new lease contract With them. I have went in multiple times. No one knew English. No one could help me in the office. Ive called the number go straight to voicemail. Its been over ******************************************************** at all recently Friday August 7, 2024 saying that my vehicle is ready for pick up and we could discuss the payment options I have. I called confused due to no one has even told me what was wrong with my vehicle. I did not want to get worked on and I got told that they put a transmission brand new one into my vehicle without my consent. I am extremely upset dont understand why they would make that decision for me when I have told on every occasion, no matter who I spoke with in this business, I did not want the vehicle if the transmission was bad. I spoke with the case manager, he said he will get back to me and Still has not. I was told I could get a loaner car from when they first took my vehicle and when I have asked, they have not had any. No communication whatsoever from this company.

  

  Business Response

  Date: 08/06/2024

  Customer had the vehicle a good two years. she put a lot of miles on the car before the 2-year warranty expired. We offer 24 month or ****** miles for warranty. When they go over that warranty we do have to charge the customer for repairs. Everyone at our office speaks fluent Spanish and English. We did let her know that we need to replace the transmission on the car and also the **** We let her know that we can add the repairs into her acct so she can make payments. She called on 7/16 for an update on her car. after that she stopped answering phone calls and emails from Desert Finance. for the past week we've been trying to let her know that the car is ready, and we can't find her. Now her acct is passed due on payments and repairs are added. We are not able to do a trade in due to the passed do and bad payment history.

• Initial Complaint

  Date:08/02/2024

  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.

  Been with this D rated company over a year now, just recently they've taken it upon themselves to take my payments automatically when I've never given them permission to do so !!!! Every 2 weeks when I pay with my other card they've already tried early in the wee morning hours to take Auot pay from my Chime card , I only use mine every other payment, the other card used , ****** every other is my husband's, my chime card is the one in question .... every time ****** says you aren't signed up for auto pay , According to the text messages I receive from them every 2 weeks it says I'm enrolled in auto pay But I never did!! And when I try to speak about it she interrupts over me every single time I'm reading back to her what the text says she's yelling over me you aren't signed up I have proof , please help there's another issue with them I previously filed a complaint 3 other times or more with you BBB, and never heard back from you at all!!!!! I'm requesting A call back from your company BBB

  

  Business Response

  Date: 08/19/2024

  I will have some one from Desert Finance contact you.