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:08/22/2023

  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'm being charged $500 for a new motor that was added to the end of my contract to them. This occurrence started in May of this year. I was without my vehicle. However 2 weeks in I was given a loaner and then spent over a month in that vehicle. As soon as MY vehicle was returned. Middle of July I reported the dent that was not previously there. The ac not working and it was working fine PRIOR to the motor installation. The vehicle has been smoking with EVERY DRIVE until I simply STOPPED driving it and when asked they've said they'd look into the ALLEGED issues but I yet to receive the return call I'd asked for upon missing the initial call due to a job interview but my immediate return call asking for ANOTHER call.its been 2 weeks and I called AGAIN only to be told I'd have to pay $200 for a tow in order for them to look at my vehicle. I want RESOLUTION FOR MY INCONVENIENCE. They are expecting my continued payments to a vehicle I can't even drive. WHY?? Ironically I had been complaining for months PRIOR to the needed motor of my vehicle stalling out randomly and every time THEY looked at it they couldn't seem to find ANYTHING wrong with it until the month AFTER my warranty expired. It was THEN and only THEN that I was told I needed a motor.

  

  Business Response

  Date: 08/23/2023

  *****, thank you for reaching out. Our records indicate that the vehicle was sold on May 19, 2021. Our vehicles come with a limited 24K mile or two year warranty. I see that your warranty ended in March of 2023. I see that we have never charged any services that were rendered. Moving forward you will need to service your vehicle at any shop of your choice. The warranty center can no longer service the vehicle once the warranty is expired. At this time your vehicle repairs will be something you will need to repair at your own expense and through your own provider. I hope this helps. 

  Customer Answer

  Date: 08/23/2023

  I understand the warranty expiring HOWEVER the service department took the job of installing the motor in the truck and my vehicle has not runwell AT ALL SINCE the motor was installed. There are NEW issues that I wouldn't mind taking somewhere else if they existed BEFORE the install of the motor. THAT is my complaint and there's  no follow through with communication 

  

  Business Response

  Date: 08/24/2023

  ***** if this would have been brought up in a timely manner there could be possibly something we can help with. Our warranty is outsourced, we B&G Auto Sales are not the providers of the warranty! Once the warranty expires we cannot have them go back and d additional work because their records indicate that they have provided additional service outside of the warranty. They did mention you can call the manager over at ************ or further assistance as this is not a complaint with the dealership but Blue Key 5 the warranty center 

  Customer Answer

  Date: 08/26/2023

  I still do not accept this response. If my warranty expired in March 2023 then why did the company, warranty or whomever agree to install the motor in May/June2023? They have me a loaner a week or two while they had my vehicle that was not returned until July 2023 upon picking up my vehicle with said motor. Non working **, front end damage, dirty inside with food boxes etc.  And it was smoking. I still don't know why but that's AFTER PICK UP. The ** WAS working before the new now. The dirty inside in simply complaining about.  I didn't keep a dirty car BUT the smoking... where did THAT come from? Now it's been shut off due to non payment so I can't take it somewhere else to have it diagnosed but why would I continue to pay for a vehicle I can drive that had just as many problems as BEFORE the motor install? I can't get a copy of the new agreement with the additional payments added for that motor, I have NO paperwork showing a motor install and yet again everyone keeps passing the  buck at who I should speak to in regards to any of it. They only keep saying I need to make my payments.  ABSOLUTELY NOT if I can't get results. I will be contacting the warranty company as well but I'm also inquiring about the fact the no one has worked on my vehicle OTHER than the service department yet I wasnt made aware of any issues with my vehicle and I one job a time brought it I saying there was an oil leak and was told non was found. I'm currently gathering my paperwork from ****************. This is not over. I will do whatever is necessary because until this situation. I keep my payments made and I will not eat a $5,000 loss not hit to my credit and because it's a salvaged title I can't even trade it in. No one will take it

• Initial Complaint

  Date:05/24/2023

  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.

  Got a car. Was ************* all of a sudden I started having issues. They had my car for a week. After I let them know what was wrong. No loaner car to give me. Now all the lights on the dash board comes on. The supposedly called a tow truck to get the car. It sat there all night. I had my daughter ride by to check on it. I called them at 8 am and the car was sitting on front of a fire hydrant. I had to move it.late last night around 10pm. The agent informed me that see will call with an update earlier and they never did. And she also said they give out loaners but they never did. I spoke with supervisor before and she said I can't keep complaining. Three days before trivet blew out. The tow driver could not the tire off for 20 minutes. Who ever put the tire on . Put it on so tight. And now bolts are stripped.When I got the car. It said $500 down. Then the lady told me it was really $950 and they were going to split the payments. So I gave her the $950. But come to find the car was $500 and $450 was for title and tags but I also paid the $450 for that too. My daughter went to same company she only had to do the $500 plus $450 for the tags. I literally paid $1400 for that.They are a scam and they do switch and bait.I was never told I had a kill switch on the car. Woke up.try to start the car and its was dead. I called it was turned off. I did not make the payment by midnight. So I made payment that morning. They turned it on. Which I literally forgot since I worked late.Then the next day the car was off. I called and I was informed it was a system error. Which cost my $169 from not showing up to work. Then I of course having income issues. I fell behind. Made a promise to pay. The girl left the car on, the next day the car was off.They are scammers and no heart at all.I hope those people car break down in AZ heat, just so they know it feels.I am surprised there is not a class action lawsuit.

  

  Business Response

  Date: 05/24/2023

  Hello, we want to thank you for bringing this up to our attention. We partner with BlueKey5 and thats who ultimately provides the warranty on the vehicle. We will review the warranty, however it is important to know that the warranty does not cover the tires, does not cover towing services and definitely does not cover rental or loaners. If BlueKey5 has decided to provide any of those at no cost to you that would be out of courtesy. Please keep in mind they are their own entity therefore we cannot ask them to do anything beyond their obligations. The paperwork at the time of sale will indicate, your deposit any deferred or increased payments and finally absolutely the notification of the starter interrupt. Please note only your lien holder is able to utilize this as they are the ones who have the lien rights. We hope that we can help you review your contract if there are any questions or concerns and we strongly recommend getting roadside assistance through Triple A or an insurance company since the vehicles warranty does not cover roadside assistance. We hope this clarifies some of the items mentioned. Call us at ************

  Customer Answer

  Date: 05/24/2023

  I spoke with an agent and they said the do offer loaners. I understand you don't repair tires. But the tire was literally on there so tight it took 3 people to take one tire off.  Just because you sell a car, doesn't mean the business stops just at that. I gotta hand you my keys when I take into service. Your managers are so disappointing and rude. If I want to complain everyday for a year that is my business.  There is no limit on the complaints. Your agent did a bait and switch. It advertised $500 down. On the car and the agent said actually that vehicle is $950 plus $450 for the tags and title. If that is not a bait and switch then I don't know what to tell you. So look at my contract and you can see I paid the $950. I was need of a car. They never mentioned a kill switch.  They did tell what they do and do not cover. When I told the manager she said you should read the contract.  She is right but that should have been told considering you guys were closing and I had not had full time read everything. 

  

  Business Response

  Date: 05/25/2023

  If your car is having issues please take it to BlueKey5 **************** They will help you with the repair as long as you have not exceeded the 24K mile warranty or two years. I cannot speak on their behalf and no the contract with them and your warranty does not cover loaners/rentals that would be up to them to provide as a courtesy not something we can help with. 

  As far as the bait and switch, we are home of the 500nDrive! We never fully approve someone we do a pre-qualification without impacting your credit. Once we are allowed and have all proper documents we will tell you what you qualify for to drive off, this drive off is just that the drive off amount, like a deposit. 

  All terms are displayed and you have the option to not buy, we hope that the service issue gets resolved so that we can move past this. Please note your final financed amount and interest is between you and the lender so we cannot assist or help with your financed terms. 

  Customer Answer

  Date: 05/26/2023

  please people do t go to this company.  Go somewhere else. Be fore warned

• Initial Complaint

  Date:04/07/2023

  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.

  BNG auto sales keeps repeatedly shutting off my car. I told him that I transferred to a new job and that I would need some time to catch up on the payments. They were supposed to give me monthly payments and still continuously getting me every two weeks not giving me a break this is very expensive and on top of that now the car is off and they wont turn it back on its been off since Ive been at work and I think somebody also broke into my car Ive been having problems with his car since day one and I told him that I want it to be resolved with a new car or to exchange it or give it back

  

  Business Response

  Date: 04/10/2023

   *****************************, our records indicate that you purchased a car back in 2022. It does look like the lender is Desert Finance and they are the ones that have the lien rights and would be able to assist you. 

  I would suggest that you call DF at ************ they should be able to assist you however keep in mind they do shut off the cars per your contract. 

  I hope this helps, and we also emailed them hopefully they will reach out to you! 

• Initial Complaint

  Date:03/20/2023

  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.

  My car was repossessed, I called in and was told that it was an issue on their end. Their system was saying that I had a payment that was 78 days late which trigger the repo. They then researched my account and saw that the information was incorrect. That in fact my payment was 18 days late which should not have caused my car to be repossessed. I recently started a new job and advised and stayed in contact with them letting them know that I would be making payment soon as my first check arrived. However, my car was still repossessed. I was told by ****** that I would need to pay $680.00 to get my account current and my vehicle could be released. I paid the funds as soon as my check was available. This happened to be a Saturday and the service department was closed. I was told to wait till Monday morning and was promised that I would have my car released to me. I went Monday only to be told theyre not releasing my car to me. So Ive now missed work today to go there to no get my car and I am out of $680.00. Now every time I call the finance department, I get hung up on. No one is able to tell me who it is I need to speak to, to get my car released. I am a single dad with a 8 year old son and 2 year old daughter. I now how to wait for my bank to file a dispute on the charge and go elsewhere to get a new car. I would NEVER recommend anyone to go here under ANY circumstance. Theres other places that will work with us. This is ridiculous. Ive been paying on this car since November. ****** biweekly.

  

  Business Response

  Date: 03/20/2023

  This is a duplicate complaint we answered earlier 

• Initial Complaint

  Date:01/08/2023

  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.

  Im currently financing a vehicle through B&G auto sales ****, ******* and Desert Finance. I have been on contract with them since July 2022. ** November of 2022 I drove my self, my spouse and our kids to ******* for family reasons. Shortly after arriving in ******* I began to have troubles with my Transmission in my 2017 ****** Sentra. I was told by Midas mechanics that the transmission was going out. And the I needed to contact my dealership and or ****** to let them know about the problem. I have a 2-year warranty saying that anything that affects the drivability of the vehicle (ie. engine transmission) is covered. I reached out to the dealership, the service department, client services, as well as the *************** to let them know about this issues and was told they can not help me since I am out of the **************** where the car was financed. The warranty does not state that I need to be in the state if my car breaks down. I have reached out several times with no resolution.

  

  Business Response

  Date: 01/16/2023

  I am trying to attach the files including the information but it will not allow me to 

  it states

  I will not remove the motor vehicle from the state of my residence for more than 30 days unless I first get your written permission.

  SELLER'S DISCLAIMER OF WARRANTIES : Unless the Seller makes a written warranty , or enters into a service contract within 90 days from the date of this contract, the Seller makes no warranties on the vehicle (except as described below and on page 1 ) . Making no warranties means that the Seller is selling
  the vehicle "as is not expressly warranted or guaranteed" and without any implied warranties of merchantability (except as described below and on page 1)
  or offitness for a particular purpose. This provision does not affect any warranties covering the motor vehicle that the motor vehicle manufacturer may provide.
  Ifthe motor vehicle I am purchasing is used, however, this disclaimer does not apply to any implied warranty of merchantability or remedies for a breach of that
  warranty before midnight ofthe fifteenth calendar day after delivery of a used motor vehicle or until a used motor vehicle is driven five hundred miles after delivery,
  whichever is earlier. This implied warranty of merchantability , however, does not extend to damage that occurs after the sale of the motor vehicle and that is the result
  ofany abuse, misuse , neglect, failure to perform regular maintenance or to maintain adequate oil, coolant or other required fluid or lubricant or offroad use, racing or
  towing

  Customer Answer

  Date: 01/19/2023

  The *************** knew that I was out of town and it became more than 30 days once my child got sick with RSV and pneumonia. They also were aware that I had not moved out of state. And then the transmission went out and now here we are stuck. If I was suppose to have something in writing stating I could not be out the state longer than **************************************************************** the many of times I spoke with them

  

  Business Response

  Date: 01/20/2023

  We are the sellers of the vehicle our warranty is in house. There is nothing we can do until the customer brings it in. 

  Customer Answer

  Date: 02/01/2023

  There is no way I can get the car back to ******* without leaving my kids stranded in *******. The car is not drivable, the transmission has went out!

• Initial Complaint

  Date:12/07/2022

  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.

  Oct 27 /22. $500. Basically I bought a car. They refused to fix it after me driving and the engine mounts disconnecting now they had took my car because I missed one payment but you dont wanna do anything to resolve it is it or let me go without a payment for a couple weeks

  

  Business Response

  Date: 12/07/2022

  Thank you for bringing your concern to our attention.

  Our records indicate that around November second we did have to do an alignment, struts and knuckle.

  Other than that our records indicate that the lien holder of the vehicle ****** in the vehicle for service after it was recovered from Gerber Collision. 

  We have no record of ever being notified about additional repairs being needed on the car. 

  Our warranty is in house and you will need to bring the car in for in house service as needed. We cannot speak on the matter of repossession since we are not the lien holders. 

  We hope this addressees your concern and clarifies your warranty for the future. 

   

  Customer Answer

  Date: 12/07/2022

  
  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:11/29/2022

  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.

  This car lot is a scam, they have already been sued for these practices. I have been with B and G for almost two years. The first two days I got the vehicle the rearview mirror as well as the glovebox fell off I brought it in to fix but was told they needed to order a new one because its connected to the airbags and a "safety" hazard. I was told they had to "order" one and I'd be called upon arrival....still today no glove box! My car has needed multiple batteries due to the *** they attached which drains it and I was never told about until after the paperwork was signed, along with ALL CARS HAVING SALVAGE TITLES (didnt find that out until I went to emmissions a year later). I was also told after a year , I could trade it in, I kept being told someone would contact me to discuss, never happened! Long story short, I've played almost $500 a month for ************************************************************************************************************************** fact do the opposite (make it so difficult to make arrangements, threaten to charge you criminally etc.) so you get behind and they can take it. As long as I been with them, instead of calling to work with me I missed my payment and they decide to tell me if I dont pay $120 I owed they would charge me with a felony... what? You trick me into getting a piece of s*** car worth nothing, salvaged title and so mechanically screwed it cant pass emissions, I miss 1, now 2 payments and instead of calling to work with me they take your car! *** reached out to an attorney, they CAN NOT keep doing this to people!! Its predatory, immoral, unethical and frankly borderline illegal!

  

  Business Response

  Date: 11/30/2022

  We sincerely apologize for any issues youve encountered. We will be happy to take a look at the vehicle and see if there are any repairs that are still under warranty or are considered safety issues.
  I will also be reaching out to go over the documents that were signed at the time of sale. So that you can have a copy of the gps disclosures and the restored salvage acknowledgment. 
  

  I would urge you to contact Desert Finance to resolve the finance matter as we are the seller and would not be able to assist beyond the purchase satisfaction. 
  

  You may also call directly at ************ 

• Initial Complaint

  Date:11/03/2022

  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.

  This company sold my family 2018 kia ****** that after less the two months is in the shop for the second time. The first time it was burning oil and need a seal they said a few weeks later the key phob won't work and the car will not turn on and once on hardly ran. We were told it needed a brand new engine. We were told we would be given a loaner car, the loaner car hardly runs has a cracked windshield which is illegal in this state and kept saying the tiers were low pressure and the tiers have almost no tread left on them. When we took it back for the tiers they said it was just a bad sensor, and we advised them we wanted something safer for our two children they responded with this was the only option and if we didn't want it then we didn't have to have it. After talking to others waiting for their cars and online it seems that over charging for cars and selling knowingly broken vehicles is a common practice for this retailer. They should be looked into and shut down for how they handle customers

  

  Business Response

  Date: 11/04/2022

  *****,

   

  I do apologize for your experience, and definitely understand how you feel about your car and the loaner situation.  Please call / text me ************, and we'll get you a better explanation.

   

  *****

• Initial Complaint

  Date:10/28/2022

  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 buy a car with B&G auto sales I made my payments I have all my receipt 3 weeks ago they picked up my car I'm trying to get it back they keep tell me they are working on the car. the car don't need no work people need to know about this business place I don't have car with me they have it they take my next payment for 11/4/2022 without tell me about please help to stop this business place stealing for people thank you

  

  Business Response

  Date: 10/28/2022

  B&G Auto sales would never take possession of any vehicle once sold. The customer needs to contact their lien holder or the police department to find out where their vehicle is at. 

  We hope this information helps resolve this matter. 

• Initial Complaint

  Date:10/17/2022

  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.

  Regarding Complaint # ******** No one has returned my phone call regarding the ************************************************************************************************** the complaint number above, thats not my signature , not even my phone number nor email yet they stay I have no contract with you guys but put it on my credit as an open account. I dont have the vehicle I took it in for service because the check engine light was on October 11, 2022 and havent received a call back regarding anything . Then when contact the finance company was told, I never had a contract with you guys . Then October 14, 2022 thats desert finance, sends me a text message stating that my payment is due . But on the documents on from complain number above, my information is wrong. How can I have a payment due when I dont have the car, contract or anything with you guys and no one has called me in regards to anything like the lady stated in the last complaint. As you can see in the files that I have uploaded, those are two different signatures, and the person I spoke to signed the paperwork , wasnt a signature from the computer .

  

  Business Response

  Date: 10/17/2022

  The vehicle is ready for release.  I am unsure why this complaint keeps resurfacing. If there is an issue with the finance company you need to reach out to them. I dont have any information stating that the vehicle cant be released. 

  Customer Answer

  Date: 10/17/2022

  I dont understand why anyone hasnt contacted me about the vehicle and letting me know it was ready for pick up . 

  

  Business Response

  Date: 10/17/2022

  All we can say is we have done everything we needed to do and have called the customer again we ask if there is additional correspondence it needs to be directed to Desert Finance