Complaints
This profile includes complaints for Carfect's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 110 total complaints in the last 3 years.
- 30 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2023
Type: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.
On February 4, 2023 I purchase a 2014 Grand Cherokee Laredo at Auto Warehouse located on ********************************************************. I worked with the salesmen *** for my purchase. I was told by *** verbally that I had a 90 day warranty but upon looking over my contract it was ************************ I needed to have the car inspection within the 30 days in the service department. I had spoken with different people in the service department to have the inspection done, but was unsuccessful. *** reached out to *** to explain Im not able to get the inspection done. He stated there was nothing he can do but take the day theyre giving me, even though its pass the 30 days. During that time the car was making noises and not running properly. I contacted *** on March 13,2023 to state I need to bring the car in because its not running right. On April 29,2023 the car is now inoperable to drive. I had Rocket Towing come and tow the vehicle to Auto Warehouse for service. I spoke with *** On May 1, 2023 about the vehicle sitting in the lot and need to be service. It contacted me in May 4,2023 to noticed me the vehicle needs a brand new transmission. I stated this car was a lemon that was sold to me. The transmission wouldnt go out with the 90 days I purchase this vehicle. He stated I need to give $3500.00 to fix this vehicle and it will take a month to do so. I purchase everything with this vehicle in house at Auto warehouse. This car I sold was a lemon and I wasnt able to get my car inspection within the 30 days because of the over crowding in the service department. This place as scam me out of money. Theyre aware of the malfunction transmission prior to selling me this car. I will like to resolve this matter professionally. Theyre trying to get more money out of me instead of fixing the issue they were clearly aware of.
Business Response
Date: 09/06/2023
The customer purchased a vehicle from the Auto Warehouse on February 4, 2023. On February 17, 2023, the customer brought the vehicle into our service center saying that the CEL light was on, the interior light would not turn off, and the bumper needed to be popped out. We inspected the vehicle and set an appointment for March 6, 2023. The customer did not bring the vehicle in that day, and we set a new appointment with her on March 20, 2023. On that day we replaced the thermostat and temperature sensor and confirmed that the interior lights and horn were working properly and returned the vehicle to the customer. All repairs were covered under the 30-day warranty. On May 1, 2023, the customer called in to report that the vehicle would not shift into gear and the steering wheel shakes. We let her know that she was no longer covered by the warranty but that we would inspect to ensure that the issues were not related to the last repair. We inspected and let the customer know that the vehicle needed a new transmission. The customer declined the repairs. The customer did not pick up the vehicle from service and we repossessed the vehicle.Initial Complaint
Date:03/28/2023
Type: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 car from the company March 8th 2023 put **** down. I was told I needed to bring an additional 500$. I received a phone call stating that my payment was coming up and needed to be paid 03/23. I explained that I was under the impression that the payment was for 03/30 following my pay period. I spoke with 3 different people and informed them when I can make the additional 500$. Today 03/28 my vehicle was repossessed. I called the car repossession department and was told I couldnt speak with anyone until 48 hours has passed. I asked to be directed to a manager and was hung up on both times that I called. It has not been a full 30 days that I have had the vehicle. I would either like a refund or I will take it to civil court to obtain my refund back. I was not given how many days I had before my vehicle will be picked up or even a phone call or paperwork stating I was behind and my vehicle had reached the repossession stage. Nor was I given the opportunity to pay what was owed to obtain the vehicle back.Business Response
Date: 03/29/2023
AUTO WAREHOUSE
Response Date: 3/29/23
Customer Name (s): *********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19865789
Date Complaint Received: 3/29/23
Translation Received: NA
STK# *****, 2015, ***** Explorer, *****************
Origination Date: 01/24/2023
Please allow this to serve as ourresponse to the above-referenced complaint.The customer complained about a payment issue and the repossession of her car.
Although we are sympathetic, the customer is being treated in accordance with her contact with the company and company policy. She has been afforded the same opportunities as any similarly situated customer. The Companys policy is in full compliance with Federal, State and Municipal law, and in consultation with our legal counsel.
We are in contact with the customer to see if she would like to redeem the car.
If you have any further questions, please feel free to contact me.
Thank you,
*************************, CFOInitial Complaint
Date:03/21/2023
Type: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 recently got a vehicle from them a 2016 ****** Altima on ****, the car stopped on the side of the road 3 days after driving off the lot. I brought it back with 3 different codes and the check engine light on and they said all they can do is put it in service. They call me back and tell me the vehicle needs a new transmission. The vehicle has been in service since I took it in 3 days after getting it. They said they replaced the transmission and then the part that was delivered, had a broken part. I have been without a vehicke and then the in house finance company has been calling me to make a payment. They called and said they would be pushing it to the end but then calls me today Threatning me saying that my credit is being affected because they couldnt push the payment until i had the vehicle. They offered to swap me vehickes but all the other vehicles were worse off then the one i had. I cant get a hold of service to know when the vehicle will be ready and its been over a month. Not to mention they charged my down payment twice and didnt return the over paid amount for 3 weeks. I will be talking to an attorney as I WAS SOLD A LEMON, STAY FAR AWAYBusiness Response
Date: 03/24/2023
AUTO WAREHOUSE
Response Date: 3/24/23
Customer Name (s): ***************************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19629783
Date Complaint Received: 3/21/23
STK#*****, 2016, ******* Ultima, *****************
Origination Date: 2/17/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.The customers vehicle was serviced at no cost and returned to the customer on 3/23/23.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made in full compliance with Federal, State,and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,
*************************, CFOInitial Complaint
Date:03/21/2023
Type: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 ended up spending thousands of dollars to buy a family vehicle that was promised to last me about four years and yet I only had my vehicle for 6 months and my car is completely gone took it to a dealer and they told me Ill have to pay **** out of pocket to get fixed after I already paid the warehouse to fix my transmission line and my oil leak and according to the Chrysler dealer they said both of them are still damaged and I dont have the money to keep throwing into my car I just need some help trying to get out of my loan I wish I never tied myself into because now my family is out of transportation and ** having another baby in four weeks and cant take care of my needsBusiness Response
Date: 03/27/2023
AUTO WAREHOUSE
Response Date: 3/27/23
Customer Name (s): ***********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19593949
Date Complaint Received: 3/14/23
STK#*****, 2012, Acura, MDX, *****************
Origination Date: 2/11/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.
The customers vehicle was serviced at no cost and returned to the customer on 3/23/23.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made in full compliance with Federal, State, and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,
*************************, CFOCustomer Answer
Date: 03/28/2023
Complaint: 19629290
I am rejecting this response because: my car is still sitting at the Chrysler dealership in ****** ********. My car has not been returned to me. This is a false accusation and a false claim that they have made. If my car has been returned to me please ask them for receipts of payment from me ask for my canceled credit card that I usually pay my car note on, and if that was the case ask them to show documentation that they have returned the car back to me and fix my car I actually was on the verge of volunteering repossessing this car but I decided to contact you all before I gave the car up because I wanted to let the BBB know what type of business is going on at this establishment again this is a false claim. I still do not have my car. They also still do not have possession of my car. 03/23 would have been five days ago from today. I have not seen a car in almost 3 weeks so Im not sure why theyre saying they have fix the car and returned it back to me. I believe that is just to cover up the shady business that is going on at this establishment I do have proof that I have not received my car. I do have proof that I have not paid for anything for this car to get fixed, if that proof is needed to be provided. Also, if my car has been paid for and has been returned to me, then there should be possible camera footage of my car, entering the building, camera footage of my car going into the service station camera footage of me entering the building picking up my car and also camera footage of me, swiping my debit card or a payment on easy access for me paying for the car or a camera footage of me going to the service department, swiping my credit card and picking up my car and leaving with my car. None of these events have happened at all. And I can hundred percent guarantee that they cannot prove that they have worked on my car and return my car to me. This is a false claim that theyre making so that they can cover up what is really going on in this establishment.
Sincerely,
***************************Initial Complaint
Date:03/14/2023
Type: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 vehicle on February 11, 2023 from The Auto Warehouse. The vehicle check engine light has come on multiple times. This company doesn't offer loaner vehicles and I'm having to pay for ride shares to and from work and also paying a note on a vehicle that I'm continuously having to service. The vehicle already has miles on the vehicle and everytime I get the car back I'm getting it back with over 50 to 100 miles used on the vehicle. And still they haven't diagnosed the issue. I'm always being told the manager will contact me but no call back. I need to know what should I do in the situation?Business Response
Date: 03/30/2023
AUTO WAREHOUSE
Response Date: 3/30/23
Customer Name (s): ***********************
Source: BBB Serving ******* and Northern ********
**********************************************************************************************
File No: 19593949Date Complaint Received: 3/14/23
STK#*****, 2012, Acura, MDX, *****************
Origination Date: 2/11/23
Please allow this to serve as our response to the above-referenced complaint.The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head, all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal transmission parts, torque converter, drive shaft, universal joints,rear axle, all rear axle internal parts, and rear wheel bearings.We have ordered parts for the customers vehicle and scheduled an additional appointment for repair of the vehicle. The customer will not be charged for the repairs.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly situated customer. The Companys decisions were made in full compliance with Federal, State,and Municipal law, and in consultation with our legal counsel.
If you have any further questions, please feel free to contact me.
Thank you,
*************************, CFOInitial Complaint
Date:03/05/2023
Type: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 brought a car from themNovember 2020 and I have been having problems with the vehicle since I got it I gave up ******************************************************************************************** February of **************************************************** new windows sticker because it wont pass the emission test it failed because it need a Cadillac converter I AC recharge and a bunch other stuff that I dont have the money for I called them to let them know and the lady at the front desk had a very nasty attitude like its my faultBusiness Response
Date: 03/08/2023
see attachedInitial Complaint
Date:01/13/2023
Type: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 car on 07.13.2022 from Auto Warehouse. I also purchased full coverage insurance for the car from First ***************** for six months. The insurance was supposed to be valid from 07.13.2022 - 01.13.2023. I was in a serious car accident on 01.12.2023. I was struck in the middle of the intersection while making a left turn. The other driver was ticketed by the police and was given a court date. The driver also had no insurance. I went online to get the information regarding my insurance and discovered that my insurance was cancelled by the insurance company and the broker 2 weeks after purchasing the policy on 07.29.2023. I contacted the insurance company and the broker regarding my insurance and immediately was meet with stall tactics. A young lady named ****** from AB - SEGURO Facility (BROKER) when questioned about my policy put me on hold and never came back to the phone to address my questions regarding the insurance. My vehicle is totaled and I'm left with no solutions.Business Response
Date: 01/13/2023
To Whom It May ******************************* Auto Warehouse is an Auto Dealership and does not sell or provide insurance services. This seems to be an insurance matter and we do not have any information related to the customers insurance.
Thank you
Initial Complaint
Date:01/09/2023
Type: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.
They are crooks cars are overprice and they are garbage they dont fix the cars the bandaid them until your out of their 30 day warrantyBusiness Response
Date: 01/20/2023
The customer complained about mechanical issues. The vehicle was sold with a ***************** Warranty that:
Expires thirty (30) days from the date of sale or odometer reading ***** miles in excess of the odometer
reading at the time of sale, whichever first occurs.
Covers only the following listed items: Power train component means the following: engine block, head,
all internal engine parts, oil pan and gaskets, water pump, intake manifold, transmission, all internal
transmission parts, torque converter, drive shaft, universal joints, rear axle, all rear axle internal parts,
and rear wheel bearings.
The customer was treated in accordance with company policy and afforded the same opportunities as any similarly
situated customer. The Company decisions were made in full compliance with Federal, State and Municipal law,
and in consultation with our legal counsel.Initial Complaint
Date:01/05/2023
Type: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 2013 *** TERRAIN on October 15, 2022 with ******* miles on. Upon filling out all the paperwork they only provide you with a month warranty service after the month is up you have to pay out of pocket. Within a week or so the check engine light came on. I took it to a *** Dealership to let them do a diagnosis test to determine everything wrong with the vehicle and everything that needed to be fix on the vehicle. I then took it back to The Auto Warehouse to inform them and I gave them the diagnosis test paperwork, I received from the *** dealership so they could fix the issues they told me they still had to do there own diagnosis test. Out of seven issues wrong that was wrong they only replaced two of those. The Water pump and Cabin Filter. When I went back to pick up my truck after they replaced the water pump and cabin filter, I took it to ********** because it was making a strange noise that it wasnt making before to see if I needed a oil change a week prior to that the mechanic at ********** discovered I had a leak somewhere. After I left **********, i took the truck back to the auto warehouse. When I got back to the warehouse and told them what was going on with the truck they then stated that my warranty ran out and its nothing they can do about it. The engine light was on which caused my truck to stop in the middle of the highway. I got it towed to the warehouse it took them so long to call me and let me know what was going on with the truck that i had to call them. They then told me that i needed a new engine and I havent even had the car that long. They proceeded to tell that i had to pay $5,150+ taxes for a replacement. I tried giving the truck back because its costing me a-lot of money and I cant afford that much to replace something that shouldve been replaced when I first purchased the truck. *** told them about the engine several times and every time they tell me the engine is fine. By financing the car Ill have to pay back that loan that was giving to me. My problem is why do I have to pay out of pocket for something that was caused by there mechanics? They dont provide you with a long enough warranty and they should also have their mechanics test drive the cars before people purchase them. Everything that needed done to the *** are the following: CAM SOLEINOIDS, DECARD, SPARK PLUGS, WATER PUMP, COOLANT FILTERS, CABIN AIR ************* BELT. OUT OF ALL THOSE ISSUES WRONG they only replace two which could have lead up to the engine messing up n needing replacement. I believe they knew the engine needed replacement in the first place but still put it ip to be sold.Business Response
Date: 01/16/2023
Customer Name (s): *********************************
Source: BBB
File No: 18692443
Date Complaint Received: 1/6/23
STK *****, 2013, GMC, TERRAIN, *****************
Origination Date: 10/15/22
Please allow this to serve as our response to the above-referenced complaint.
We have reached out the customer and reached a satisfactory resolution.
Although we are sympathetic, the customer is being treated in accordance with company policy
and afforded the same opportunities as any similarly situated customer. The Companys policy
is in full compliance with Federal, State and Municipal law, and in consultation with our legal
counsel.
Please do not hesitate to contact me if you require any additional information.
Thank you,
*************************
CFOTell us why here...Customer Answer
Date: 01/23/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:12/28/2022
Type: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.
Ive been filed a complaint with you guys about these same people the Auto Warehouse every since you guys talked to them they was acting like they was going to get my truck fixed its been in the shop for going on 8 months now they still havent got anything Done and yesterday they called me threatening me about paying for a lemon I only had for a few months its there fault they didnt keep their end of the bargain its a shame how they lied like if the the car wasnt repairable they were going to give me another one and I didnt have to worry about no car note until they finished fixing the car. They still have it why would I pay for a car thats been in there shop witch they were supposed to been fixed. Now they are trying to back out of what they promised. They have already messed my credit up terrible or tell them to take me off of that account so that I could go purchase another vehicle somewhere else they are a lying bunch of people trying to get me out of the money that I already paid on the car and just take my truck theyve been giving me the run around for almost eight months. I havent seen my car I still have personal property in that thing I want half of my money back so that I could purchase another car. These people has cost me my job behind in bills please help me like you did before I need you guys again I would love if they shut that place down threaten to just mess my credit up steal my money and my car I dont think so Im just tired of dealing with these lying as giving me the run around as people sick of those thieves.Business Response
Date: 01/13/2023
Response Date: 1/11/23
Customer Name (s): *************************
Source: BBB
File No: 18649539.
Date Complaint Received: 12/7/22
STK *****, 2013, ***** Edge, *****************
Origination Date: 1/22/21
Please allow this to serve as our response to the above-referenced complaint.
The individual is no longer a customer.
Although we are sympathetic, the customer is being treated in accordance with company policy
and afforded the same opportunities as any similarly situated customer. The Companys policy
is in full compliance with Federal, State and Municipal law, and in consultation with our legal
counsel.
Please do not hesitate to contact me if you require any additional information.
Thank you,
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