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:08/01/2022

  Type:Order Issues
  Status:

  UnresolvedMore 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 have been working with Ultima Auto Group of Columbia Maryland for the last 3 weeks. I was under the belief that they were working diligently to find a vehicle that fit my needs. After looking at a few vehicles I decided on a 2016 Ford Explorer. They requested a deposit so that they could secure the vehicle. I sent a deposit of $800 via cash app to $Ultima Auto which was confirmed on July 20th, 2020. A day later they sent me another vehicle other than the one I sent the deposit for claiming that the previous vehicle has transmission issues. They promised they would find another SUV similar to the one I sent the deposit for but that never happened. I've been contacted them for updates, but they are never in office, and I am unable to leave messages like I have been before. I have requested a refund numerous times today and over the last week but the response I know get is "That deposit was non-refundable" This is bad business all the way around. Please help me recover my refund. This has damaged my finances completely in terms of buying a car.

  Business Response

  Date: 09/20/2022

  Business Response /* (1000, 18, 2022/09/20) */
  To whom it may concern:
  
  I am in receipt of your letter, which outlines the complaint made by our customer, Jason ******.
  
  In it, he claims he provided a deposit and we switched cars unknowingly and never provided additional vehicle options for him, but that could not be further from the truth.
  
  First, let me say that we at Ultima Auto strive to provide quality vehicles to customers at fair prices, while also providing 12 month/12k mile CPO warranty for EVERY car we sell.
  
  This warranty is above and beyond any existing manufacturer's warranty and is provided to the customer without cost.
  
  Our refund policy is clear. If you purchase a car off out lot, meaning you purchase a vehicle we already have in inventory (In Stock Purchase), and provide us with a deposit on that vehicle, your deposit is FULLY REFUNDABLE - no questions asked.
  
  However, if you look to purchase a vehicle which IS NOT in our inventory (Concierge Purchase) - meaning we have to purchase the vehicle from another vendor on your behalf, your deposit is FULLY CREDITED towards that vehicle, any other vehicle in inventory or any vehicle we may find on your behalf.
  
  At the time of his complaint, we had been working with Mr. ****** for more than five weeks, providing a number of vehicle and financing options during that time, seemingly without any urgency to purchase on Mr. ******'s part.
  
  On July 23, 2022, Mr. ****** indicated to our salesperson that his urgency had increased and that he needed to purchase a car quickly, because he was intending to drive his family on vacation to Disney on August 5, 2022 and needed to have the purchase completed before that time.
  
  After presenting several options, Mr. ****** decided he wanted a 2016 Ford Explorer we did not have on the lot, so we PAID FOR that vehicle based on the deposit received from Mr. ****** had it delivered to our facility at our expense.
  
  Once delivered, on July 27, 2022 we found there was a transmission issue which needed repair but those repairs couldn't be completed before his scheduled trip, so we suggested a swap to an Infiniti QX 60 which we had on the lot and Mr. ****** agreed.
  
  We began to prep the Infiniti on an expedited basis to have it ready for his departure by having necessary repairs completed, a window replaced, a full professional detail and a Maryland state inspection completed to ensure he would be able to safely travel with his family to Disney on August 5, 2022.
  
  Once again, as expected, these repairs and preparations were done at our expense and we let Mr. ****** know the car would not be available for inspection until Wednesday August 3, 2022, since we needed to complete a significant amount of services and repairs in a short period of time.
  
  We were simultaneously completing the financing required for the purchase and as of Monday, August 1st, had secured the financing required to complete the purchase, but explained that because the prep was not finished until Wednesday August 3rd, we could not deliver the car until that date.
  
  By Wednesday August 3rd, we were ready to deliver the vehicle and Mr. ****** refused to come in, spouting unfounded claims of being 'scammed'. We explained the time issue in detail and let him know the car was ready for delivery, however, he continued his refusal, even after it was explained that his deposit was non refundable, based on our purchase of a vehicle from another vendor.
  
  Mr. ****** was properly advised of our refund policy, but I believe he conflated the 'In Stock' and Concierge' policies because there was a last minute vehicle swap to an in stock vehicle to accommodate his Disney trip.
  
  While we don't publicize it for fear of abuse, our policy is to double a customer's deposit when we swap vehicles (up to $2,000), to ensure satisfaction. As such, the paperwork prepared for Mr. ******'s delivery of the Infiniti showed his deposit as $1,600, rather than the $800 investment he made the prior month (attached).
  
  The fact is, once we applied the deposit, we lost money on this transaction and conversely, Mr. ****** STILL has a $1,600 credit for the purchase of a vehicle from us and is welcome to use it at his discretion at anytime in the future.
  
  We did all we could to accommodate Mr. ******'s needs during his purchase, however, we are a small business adversely affected by the pandemic and have this policy in place to ensure we can remain in business to provide continued service to ALL our customers.
  
  We look forward to serving Mr. ****** in the future.
  
  
  Consumer Response /* (3000, 20, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The dealer misled me to believe that they actually have an inventory but they didn't. They knew my time frame and kept trying to place me in a vehicle that I was not satisfied with. When they said they found 1 that would work they requested a deposit only to later find out that the vehicle has transmission issues which is strange because dealers usually do their due diligence prior to suggesting the vehicle to the customer. When they told me this I immediately began to get suspicious.I have text that confirm what took place and will be attaching to this complaint.They never found a vehicle during the weeks I was working with them. My next step will to consult an attorney. They had ample time to conduct good business but they chose not to after giving them plenty opportunities to produce a vehicle I would be happy with. The sales person was KC/Les who became non existint after seeking resolution to the matter. Furthermore I had my wife call posing as a potential buyer not knowing I was listening in. She mentioned she wanted to come in to see the inventory but was told no one is ever in the office and it would be a while because they were dealing with personal issues/death. He then asked her for a deposit for a vehicle she has never test driven or laid eyes on which is suspicious. I'm not even sure if this business even has a storefront. They are no doing good business and my money will be refunded.