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:03/17/2025

  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.

  On 2/28/25 I drove over an hour to test drive a 2013 ****** highlander limited around 430pm. Reluctantly I went throufh with the paperwork ending up with a percent rate almost double what i was told and a payment that jumped from mid $300 to mid $500. I picked it up on 3/4 due to them having to wait to be funded by ****. The ****** reported no accidents, one owner. The salesman *** did not disclose any leaking due to sunroof nor did he mention 2 tire pressure valves that are faulty which set the dash light off on the second day I had it off the lot. I had it inspected by a trusted mechanic who stated the dash light was most likely reset and they knew about leak due to carpet being lifted and passenger floor being soaked with worries about mold and mildew. There is also caulking on passenger side roof that I was later told by their service department was weather stripping and had nothing to do with leaky sunroof. I called Service manager ***** with no response back so I emailed the salesman and eventually was called back. The car is priced higher than market value at $19995. I gave $3800 down and have a loan of $20+k which includes a warranty I never agreed to.The salesmans failure to disclose any problems with this vehicle and in fact hyped it up to be such a great deal with low miles and no issues however excluded mentioning the huge issue of leaking sunroof causing water damage to the interior.I brought it back to their service department over an hour away where they basically dismissed any issues coming out with a hand machine saying all tpms sensors are working properly and again reset the dash light (which again came on the next day) and claimed they removed any debris from drain hoses and that carpet was dry (was still saturated under carpet).

  

  Business Response

  Date: 03/18/2025

  With all due respect.  The High Line Group worked with the client to resolve any issues that were presented.  The vehicle was serviced and passed MA inspection.  TPMS sensor light was not on when delivered.  TPMS sensor is not a requirement of MA inspection as it is not considered a safety concern.  When the client brought the vehicle in, we proceeded to show the customer via our scan tool that sensors were present and functional and needed to be reset.  Sensors are sensitive to fluctuations of weather change.  Cold weather will shrink the rubber on tires causing them to lose some air or in some cases over inflating a tire can cause them to set off the sensor. In terms of the sunroof.  The sunroof in no shape way or form is leaking.  There are drain ports that can get filled with debris over the years, can get backed up and cause spillage.  We blew out the drains and removed all debris so that will not happen in the immediate future.  All in all, we responded to the issues at hand that were not mechanical or safety related and in the future we are always willing to lend a helping hand to all clients.

  Customer Answer

  Date: 03/18/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Larissa

   

   

• Initial Complaint

  Date:04/16/2024

  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 bought a car at this car dealership, all the documents I signed there was a ************* charge, I got involved in an accident where my car was given total loss there is a difference in value where the Gap would be used, the dealer presented me with another document where there is no Gap.

  

  Business Response

  Date: 04/25/2024

  ************** did purchase a 2017 Maserati Levante on 09/24/2022. At the time ************** was purchasing the vehicle, he was offered *** insurance which he opted in to. Unfortunately the *** insurance company does NOT provide *** insurance on Maserati's. Our finance manager at the time would've reached out to ************** to explain this. Rather than ************** financing the initial amount of $43,708.13, he financed only $42,213.13, which is the initial amount minus the $1,495.00 he was going to pay for *** insurance. His monthly payment would've also been less than what was stated on the documentation. ************** is not owed any refund due to him not paying that amount ($1,495.00). I did call ************** to have him come in so this could be explained, but ************** did not show up.