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:10/03/2024

  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.

  I purchased a truck from them in April (my car was totaled out in Nov from accident), upon even getting this car I was outbid every week for a whole month, then on this bid the system revealed after I won and went over my budget (because Im desperate for a car I have kids and needed transportation for work) that I was the only one bidding and it ended up going to 2200 when the starting price was $500 yet it was telling me I was outbid when there was NO ONE. I had to put a new battery in it because the battery Otay had was BAD it barely held a charge... could barely get enough charge to get it on the tow bed FROM ****, only to find its going to cost an additional $10k just to fix, I paid $2570 and was given the certification of lien sale but I cant do anything with the truck until its fixed so it could get registered so now I just have a car that doesn't work nor am I legally responsible for. I also spoke with another buyer when I was picking up the truck and he mentioned how he has "people" at **** that tell him the good and the bad cars... that's very unethical of a business. When I called Otay about them taking the car back they gave me 2 numbers (the first ****** just gave me Otay's number again, 2nd one gave me a cash for cars) the Cash for cars people Im sure are in kahoots with Otay because I could hear him chuckling when he asked me what I wanted for it after only offering $500 (which is just enough for someone to take back to Otay IF theyre that desperate, IM NOT). When I said $900 he got smart and was like he "just wanted to see what I was going to say" and when Im ready to take $500 let him know. Im not for the games, I want my money back at first I wanted just $900, but after his smart mouth and how rude the lady at Otay was trying to hurry up and get me off the phone and give me that 2nd number, I want $2000. You can keep $500 for wasting my time.

  

  Business Response

  Date: 01/16/2025

  Business Policies and Practices:
  As-Is, Where-Is Sales:
  ***************** operates strictly as an auction house, and all vehicles are sold as is, where is. This policy is clearly stated in our terms and conditions, which all buyers agree to prior to participating in the auction. The vehicles are sold without any guarantees or warranties regarding their condition, and the responsibility for inspecting the vehicle lies with the buyer.
  
  Vehicle Inspections:
  We allow buyers to inspect vehicles the day before the auction to ensure they are fully informed before placing bids. Buyers are encouraged to carefully evaluate the vehicles to avoid unexpected issues post-purchase.
  
  Bidding Process:
  Our bidding system is designed to operate fairly and transparently. The system registers bids from all participants, and we regularly audit its functionality to ensure accuracy. If the customer has concerns about how the bidding was conducted, we can review the records from the specific auction in question to confirm the system worked as intended.
  
  Customer Interactions and Third-Party Services:
  We understand the customers frustration regarding the condition of the vehicle and their interaction with third-party services. While we provide buyers with options for services like vehicle removal, those services are independent entities and not affiliated with ******************
  
  Specific Complaint Points:
  Vehicle Condition:
  We regret that the vehicle required additional repairs after purchase. However, as per our policies, buyers assume all responsibility for the vehicles condition once it is sold. This includes any repairs or costs associated with making the vehicle roadworthy or registering it with the DMV.
  
  Interaction with Staff:
  We aim to provide courteous and professional service at all times. If the customer felt they were treated rudely or dismissed, we apologize and will address this matter internally to ensure better experiences for all customers.
  
  Desired Settlement:
  We are unable to provide refunds or accept returns, as this goes against our policies for all sales. These policies are in place to ensure consistency and fairness for all buyers.
  
  Conclusion:
  While we cannot offer the refund requested, we are committed to addressing any additional concerns ********* ***** may have. If needed, we are happy to clarify the auction terms, review the bidding records, or provide guidance on how to proceed with the vehicle.
  
  We appreciate your understanding of our policies and look forward to resolving this matter in accordance with our operating standards. If you require further information or documentation, please dont hesitate to contact us.

• Initial Complaint

  Date:01/31/2024

  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.

  I purchased a car from a bid on Saturday,The car was described and sold to me as low mileage but has over ******* more miles, the car as almost ******* miles. I took the car to my mechanic and he said the car was in an accident and has 14 things wrong with it. I paid ***** for this car. The first day the battery shut off and I had to install brand new battery $200 from oriellys. I see the previous owner is from TJ and the phone number is not reachable. I see that this car was also sold in an auction before in 2019. I was scammed and I want all of my money back or I will pursue legal action. I spoke with **** from the donation department and she told me to go tomorrow morning to get my refund.

  

  Business Response

  Date: 02/02/2024

  Issue resolved, client came to office and spoke with management. Thank you.