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:01/25/2024

  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.

  I originally pulled out the car on November. But do to a settlement paper I needed for my last car I was told to go back and rewrite the contract. Therefore December 19 but this is when everything started getting weird Got a used 2018 ***** Equinox from this place.Completely messed up a car. *** had to leave work early 3 times in the last month due to the car not being able to be driven anywhere without the alarm going off on me. I leave for a few minutes and the alarm goes off again. I can't keep the car with the battery on or the alarm goes off every other hour. And for some reason this happens late at night or when I'm at work. Next issue is One of my tire sensors stopped working (they fixed that) but within a week from that the other tire sensor has lid up.The stability track alert comes out every other day. I have no clue what to do or how to fix this.And All the dealer offered me was a "courtesy inspection" they said everything else will have to come out of my pocket. Never in my life have I ever bought a car with so many issues I have been stressed since I got the car, cant sleep because I literally have nightmares that the car alarm will go off again and bother the neighbors. I also was told I had to purchase LoJack. I believe it was around 2k US dollars. Was never told I didnt have to. All I want is for the dealer to take responsibility for the car since Ive only had about a month with it and is already giving more issues than any other car Ive ever bought. But Im willing to go further if needed to.

• Initial Complaint

  Date:11/08/2022

  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.

  I located a vehicle for sale on Cargurus.com. The vehicle is listed for the price $55,995.00 and does state anywhere on the ad that there are extra costs, only "Included Option". Upon contact with the dealer they refuse to give a total price and inform that the cost is whats advertised, plus fees but they will not disclose an amount for the fees.
  https://www.carcastle.com/pre-owned-cars/detail/2019-Ford-Super-Duty-F-250-SRW/807592
  The link above is for the vehicle ad. I believe this is false advertising as the listed price is not the actual price. It has been an ongoing push to get an actual cost but they refuse to provide it. I would like to purchase the vehicle for what its advertised along with applicable tax, title and license but do not want paperwork with fine print that includes the "fees" they mention.

  Business Response

  Date: 11/09/2022

  Hello Team,

    Thank you for the email. This customer is completely aware that we are a Custom Dealership, it`s our slogan ( The House of Custom Jeeps and Trucks). Our disclaimer on the our website clearly states that there is an additional fees for the Lift kit, Custom wheels and tires and other accessories. Mr. **** contacted us twice before this time on  May 2021 and on November 2021 (on record) and he was always informed that we are a custom dealer and that he needs to come in to see the vehicle, test drive and check the accessories installed or to be added to the vehicle before getting the final price (it depends on what he chooses to have on the vehicle, Off road pkg, Oversized wheels and tires, Lift kit, Camper shell, Tonneau cover , Running boards, new leather ...etc). The sales people will give an estimate of the cost (not exact numbers until the customer agrees to the add ons or if he wants to make any changes to the equipment installed). We advised Mr. **** to stop by and make sure that this is what he wants and get the exact numbers after that and he chose not to. Please review the link below and the disclaimer will be at the bottom of the page on all vehicles on our website. It`s in bold letters and not fine line. https://www.carcastle.com/pre-owned-cars/detail/2019-Ford-Super-Duty-F-250-SRW/807592

  Customer Answer

  Date: 11/09/2022

  The dealers website shows images a truck and has a price listed for that truck. Further down the ad, the section for options or add ons states nothing about rims tires or a lift kit on the vehicle. Per the messages I provided, I asked for a quote of the vehicle AS IS SHOWN.  The response was the 55k. Furthermore, just because a dealer states they are a "custom dealer" does not mean they are exempt from providing accurate prices when asked for them. As for the contact had over a year ago, I fail to see the point of its mention here aside from the dealer using it as an assumption about me "knowing" how they operate. And to say a person needs to come in person to recieve an accurate price is outrageous. The fine print at the bottom of the ad is general information and not specific to the vehicle inquired about. Even with that, again, I asked for prices of the vehicle as it is advertised i.e in the pictures the dealer provides, and no accurate value was given. This is a clear situation of attracting customers under false pretences and then when a client makes the effort to visit, they are hit with "extra fees" therefore wasting their time or being cheated out of the price thats is listed. Regardless of the dealers response, I will share this experience and info and I'm sure majority of people that have this insight will choose to do business elsewhere.