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:11/23/2024

  Type:Sales and Advertising 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 vehicle from this dealer on 9/25/2024. Undisclosed, the dealer snuck in a charge of $999 for a product called "Super Polysteel" This product was not applied to my truck. The dealer requested through a ****** review response to contact them to talk to a manager. I called and they told me a manager would contact me. Several days later I got an email from the seller, upset that I had left him a review that he perceived as negative. After weeks of back and forth, I was told the ** would contact me. That never happened. The last communication I had with the salesman was that he expected I would understand that the ** had my information but he could not force him to call me. Since this product was not applied to my truck and I did not receive any correspondence about it. I want my money back.

  Business Response

  Date: 11/27/2024

  We always strive for 100% customer satisfaction and take pride in tour commitment to our customers and our community to practice a  very transparent and stress-free  car buying experience. So, it is very disheartening to see and hear that this customer is unhappy, however the claims made are false. We do not nor would not "sneak in" any kind of charge. We ensure everything is disclosed and do so in multiple places where the customer signs. I have enclosed five different attachments that were not only disclosed but are very clear about the product and warranty that comes with it was disclosed and the customer agreed to and accepted the product and warranty. All of these attachments will show the product and warranty along with the customer's signature. This product is applied during the cleaning of the vehicle and the warranty is valid as shown in the attachments with the contract number. We value all of our customers and hope that this will shed light on this subject and look forward to helping in the future. Thank you

  Customer Answer

  Date: 12/04/2024

   
  Complaint: 22596110
  
  I am rejecting this response because:

  I disagree that my statement is false. When I went in to finalize the deal with the financial manager, he told me that to get out faster he would decline all the things he was supposed to upsell me on, for the exception of 2: the warranty for the tires (which was declined) and a service contract to service the vehicle in intervals at the dealer (which was accepted). I then signed electronically. On the copies that were provided to me, I had the service contract, the sales agreement and some other documentation,but the "Super Polysteel" warranty provided in this complaint was NOT included in my documentation. I then asked ***** what Super Polysteel was. I was told it was a product that included a warranty and that I would receive the warranty by mail. I then spoke to the other salesman named ***** who never mentioned the documentation. He provided my information to a person named ****,who he specified was the ** of the dealer. At any point I was contacted or even given the warranty documentation. The dealer claims a culture of transparency,but the warranty information was not provided until I filed this complaint.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 12/12/2024

  We have provided all documentation that was signed by the customer at pertained to this matter, which is at minimal 5 separate pages stating he was electing and acknowledged the product. Thank you 

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory, but I do not want to pursue any longer due to the effort being a drain to my mental health. It is a shame that companies can get away with situations like this. After my last response I remembered how the finance manager took documents off the printer and dropped them under the table. I didn't think much at the time, but that is when I suspect that he took the document produced in this complaint instead of giving it to me in the package. I am disappointed, but I do not have the energy to keep pursuing this. The dealer wins. 
  
  Sincerely,
  
  ******* *****