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:09/27/2024

  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.

  My husband purchased a car from this dealership for our daughter on June 8. 2024. Our daughter left for college on August 14, 2024. She is still driving with a temporary tag as this dealership has been unable to get the correct paperwork to the correct agencies. Also, we are about to lose our interest rate with Navy Federal due to this dealership not sending the title. Since purchasing the car, it has been one problem after another. Now, the dealership is claiming that our paperwork was lost in the mail. Every time I call or text I am told they will check on the progress and I don't hear anything back from them. I have called and texted numerous times, only to be ignored.

  

  Business Response

  Date: 10/15/2024

  We are waiting on title duplicate. 

   

  The **** has lost 3 of our titles in shipping. They recovered one. We are waiting for title duplicate. We are working hard to get it done. 
  
  

  ***** *****

  ******************************

  

  Business Response

  Date: 10/16/2024

  A mistake was made by her husband in the military form- Camden county send it back and it was lost in the mail. We had to create duplicate titles and get new forms together to complete this registration. Customer was issued temp tags and not ignored. Update was provided when we had one. 

  Registration is complete. Customer needs to go into dmv with binder of their insurance to get their tag. 
  
  
  

• Initial Complaint

  Date:08/06/2024

  Type:Product 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 was told to get a loan from my bank for the purchase price of $23,900 for a white 2019 Ram 1500 plus taxes, fees, and delivery instal of pay the difference out of pocket. 8/31 the check was sent and received 9/2. I called multiple times to Autoland Jax to get an update after that to get an update 9/11 (9 days after payment) that the vehicle was available to pickup. 9/14 the delivery company said I owed $800 for the transportation fee. When I initially spoke with *****, I was told the estimate to deliver was $900 and assumed the $950 under predelivery fee covered that on invoice. That day I spoke with **** and was told the predelivery fee does not include delivery. ***** was out of the office and unable to communicate for over a week. During that time I received 5 different purchase orders with 3 different VINs of different vehicles and asked for my license and insurance information 7 times. The registration and temp tag came 2 weeks after purchase, but was registered under a ** ******** ********, Red. I was told to drive the vehicle with vehicle incorrectly registered and was promised by **** that they would go to the *** personally if they had to, to correct everything and would be resolved by 9/25. I was unable to use the truck till receiving the correct registration 10/2. I have sent multiple emails asking for compensation for the $800 delivery fee I had to pay and for a month of loan payment no being able to use the truck because of a registration paperwork error with Autoland Jax. Each response said, “I will check with a manager and get back to you”. It has been almost a year and no response or solution has been given. I can provide any of the 5 purchase order, communication showing I was unable to use the truck for a month since the registration was incorrect, or the 7 request for my drivers license and insurance information. Desired refund $1,259 ($800 delivery plus $459 monthly car payment).

  

  Business Response

  Date: 08/22/2024

  Attached is all information in response to customer complaints *********

   

  The customer is complaining about a "predelivery service fee" Which clearly shows that at bottom of the Bill of Sale that customer signed, it is "This charge represents costs and profit to the dealer for items such as inspecting, cleaning, and adjusting vehicles, and preparing documents related to the sale. These fees are not state or government fees." We don't know why the customer assumed that it is a car delivery fee, as that was never stated or implied by anyone at our dealership. The $950 is a dealer fee, same for all customers that purchase a vehicle whether in state or out of state, it doesn't change. 

   

  We did tell the customer that the delivery charge is done by a third party transporter, and would be fully paid to the transporter of the car (we do not take a charge or profits from that amount). That order is attached here along with the bill of sale. 

   

  As far as the temp tag goes, when we first put it through the *** ****** (*******, it did populate as a Cadillac for unknown reasons to us-- so we called *** to correct that. They did and we did get a temp tag to him within a short time-- attached here. 

   

  I understand that the customer is looking for some sort of compensation, but we are not able to refund for something we did not collect to begin with, or promise the customer to begin with. We did all that we could from our end and no unnecessary fees were collected for which ********* ****** did not sign and agree to.

   

  Thank you, 

   

  Customer Answer

  Date: 08/23/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I did not assume that the delivery fee was included in the "predelivery fee" I was told by the representative ***** that delivery and everything was included and that you would prefer 1 form of payment and is why I changed the check my credit union sent to include everything for $27,280 instead of the $23,900 purchase price and I take care of taxes, title, and fees. I did not hear anything about delivery not being included until after I was forced to paid 9/14 by the transportation company or they would not release the vehicle. Then was told in 2 separate emails from ***** **** (last response 10/27) and ******* ******** (last response 9/22/2023) that they would look into it and ask the manager, but never got a response.

  For the registration, Autoland Jax provided me receipt of my payment in full 9/2/2023 for $27,280, I did not receive the incorrect registration till 9/14/2023, and then finally the accurate registration was received 10/2/2023. I would not consider 30+ days a short time before the title was corrected. From the 14th until the 25th ******* ******** told me he had no idea what was going on and would go to the *** to fix if he needed to, but once ***** **** came back from vacation on the evening of 9/26 stated that I needed to esign something in order to get the correct registration and was the problem the entire time. 

  Again, I understand that Autolandjax is stating they did not charge me an additional amount for delivery, but because of the miscommunication or error on the representative ***** **** I incurred a larger amount I had to pay. With having documentation of ***** stating that there needed to be another esign document before the registration could be corrected and sent 9/26 (24 days after receipt of payment) I believe is another cause for compensation. In my original request for resolution, I listed the amounts for delivery and 1 month of car payment. I understand that the delivery issue was purely miscommunication from your employee and can be flexible, but to say that there is no reason for any compensation is ridiculous in my opinion.  I think splitting the extra $800 delivery fee I paid for $400 plus 1 month I was unable to use the truck I already paid for $459 (monthly payment) for a total of $859 would be an acceptable resolution. 

  If need any of the documents or conversations, please let me know.  

  Regards,

  
  

  ********* ******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:05/10/2024

  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.

  On 3/09/2024 I purchase a 2016 Subaru WRX Sti from Autoland ************* ** located at **** ********* ****, ************ ** *****. I paid for the car in cash ($20,850) and in good faith received ownership of the vehicle.
  
  The vehicle had many issues that were not declared during the time of purchase. An inspection by a Subaru dealership uncovered a very conservative $3000 to have the vehicle brought to a drivable and safe condition as the rack and pinion steering needed to be replaced. This is not including significant corrosion found under the car, and undisclosed damage to the RH side of the vehicle that was found. To address those would be many more thousands of dollars.
  
  The above is just background to lay the ground work for the lack of integrity of this company. My only request of the BBB is simply to help me obtain the title for this car. It has been 2 months and many phone calls including to the ******* ***. Apparently Autoland had sold me the car with an outstanding lien on it and the *** would not issue the title to me unless that was addressed. I paid for the vehicle in full (contract attached) and would like to obtain the title for it. I would request the BBB help me obtain the title. Every call I have made to them has ended in a ‘we are working on it, and will keep you posted’. I have yet to be contacted or updated and still no title.

  Customer Answer

  Date: 05/19/2024

  Thank you very much for your help. Whatever you did worked. I received the title on Friday evening 5/17/24. Please consider the request closed.