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:01/24/2025

  Type:Customer Service 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 initially purchased a 2016 Honda CR-V from 1 US Motors. Within the first 5 miles of driving off the lot, the check engine light came on due to an issue with the catalytic converter. I returned the vehicle for repairs and was provided a loaner car. Upon receiving my car back, I noticed severe shaking when the vehicle was idling in the drive position. I contacted the dealership to report the issue, expressing dissatisfaction with the car’s condition.
  
  The dealership offered to replace the vehicle, and I selected a 2022 Toyota Corolla with 75,000 miles. However, I immediately noticed an exhaust sound and inquired about it. I was assured it would be addressed, but since driving the car, I have encountered numerous additional issues. The vehicle occasionally jerks when shifting gears, holds gears for extended periods before shifting, and makes various unusual noises.
  
  I have reported these concerns multiple times and returned the vehicle for inspection, but each time, I was told that no issues were found. Additionally, I discovered that the salesperson lied on my application to the financing company, ******** ****** **********, and failed to properly verify my income. As a result, my contract is still in a pending status. I have made ******** ****** ********** aware of this situation.
  
  When I insisted on having the vehicle repaired under the warranty, the dealership responded with hostility. They threatened to void my tag, involve the police, and leave me stranded if I did not return the car and accept a refund on their terms.
  
  Their conduct has been unprofessional, and they have failed to uphold their warranty obligations. I am seeking resolution to ensure the vehicle is properly repaired or replaced as per the terms of the warranty agreement and that the issues with my financing application are addressed.

  Business Response

  Date: 02/19/2025

  customer returned vehicle on january 28th and she was issued a full refund of $1200 in cash

• Initial Complaint

  Date:09/25/2023

  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 have tried to cancel the extended warranty, it was being processed but we never recieved the check and now the person I was working with (*** ****) no longer work there,I just want to cancell the warranty

  Business Response

  Date: 10/05/2023

  Good Morning, 

  In order for us to cancel the warranty, we need the customer to come to the dealership for the inspector to do a live odometer check . The person that this customer had contact with was no longer an employee at this establishment, and this is the first time that we are hearing about this.. The customer can also contact the warranty company to cancel as well. 

• Initial Complaint

  Date:08/10/2023

  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.

  They attempted to sale me a car without insurance, when I told them I wasnt able to get insurance on the vehicle they stated it was already sold to me. You cant legally register a car in any state for new plates without proof of insurance. They are very bad for business, and just looking for a quick buck instead of doing right by the customer. The car is still at the dealership.

  Business Response

  Date: 08/17/2023

  Good afternoon, 

  The customer purchased the vehicle on 08/05/2023 and signed the documents stating that he had 14 days to provide proof of insurance. The customer took the vehicle home for the weekend, and Monday 08/07/2023 the customer dropped the vehicle off at the dealership at 9pm at night, after dealership hours and stated that he couldn't get insurance that he doesn't want the car. Unfortunately, this customer came in with 3rd party financing and the contract and check had already been submitted.. The customer has the vehicle and has also given us the proper insurance documents needed. 

  Thank you. 

  Customer Answer

  Date: 08/23/2023

  The information that 1US motors provided is false information. The car was returned to the business and ****** took the keys from me and inspected it. This was at 6pm, they close at 7pm. They also do not have valid insurance as none was provided to them. The sheet they are claiming is from an expired policy for a completely different car. 

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20440811
  
  I am rejecting this response because:  The information that 1US motors provided is false information. The car was returned to the business and ****** took the keys from me and inspected it. This was at 6pm, they close at 7pm. They also do not have valid insurance as none was provided to them. The sheet they are claiming is from an expired policy for a completely different car. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:04/06/2023

  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 my car from them a 2012 Infiniti G37 convertible which first they lied about the price. It was supposed to be for $18,000 but then afterwards they added on a delivery fee which made it $22,000. Then the sales person said it's an all wheel drive car which was a big selling point for me but afterwards I realized that it's a lie and it's only rear wheel drive. When I tried to address it at that point they said I was having buyers remorse and they can't do anything about it. Then within the first two weeks the convertible top got stuck open. I took it back to them and they couldn't fix it even though it was still under warranty. I ended up taking it to the ******** dealership in ****** which they fixed it and reprogrammed it and it cost me over $500. Also the front drivers seat the heating and cooling do not work and 1 US motors said they will fix it but thats also not fixed. So after that these issues my car has been back and forth from 1 US motors to Infiniti of ****** until now the service manager in Towson said that they will not be able to work on my car because they don't have the parts for it. And even if I get the parts and take it to them I'm looking at over $12,000. So lastly I took it back to 1 US motors and they told me "do I really need or use a convertible and I should just drive it as is but if I want to get it fixed I would have to buy the parts myself and they will give me a discount to install it but they can not warranty it"?

  Business Response

  Date: 04/06/2023

  Hi Good afternoon,Our goal is always take care to our customer.with very respect you purchased car 07/29/2022 its more than 8 month.we have dealer standard warranty 30 days or 1K miles only on power train you didnt purchased extended warranty.Sometime we help our customer even they're little over warranty we still try to help them but this is 10 years old car and your power train warranty expired 7 month ago even convertible stuff not comes in power train *********** Customer when you came to buy car you check out whole car did test drive we asked us to fix couple of things that on WE OWE NOTE that we promissed to fix it and we did fixed it I'm uploading WE OWE and customer did sign on it and our manger sign on ***** a good customer service we still try to help you just for good customer service even is been over 8 month beacsue you bought car from us we told bring part we will try to help you on labor give you big discount on it even its not under warranty.Thank you

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19903543
  
  I am rejecting this response because:
  Since I bought the car it lasted two weeks and then started with the problems. I tried to return it but the sales person **** gave me an attitude and told me I was just having buyers remorse. Also the driver's seat was an issue that was supposed to be fixed but didn't get fixed. So basically they are selling junk cars that literally last as soon as you drive it off the lot? Because that's basically what has happened to me. I drove it off the lot it lasted two weeks and then I was between 1 US motors and Nationwide Infiniti of Towson to have it fixed. Now I'm being told I have to basically buy all necessary parts to fix the top and they can give me a discount price but then they can't guarantee anything so I could be wasting my money by buying the parts. Because there mechanic there from what I was told are not qualified to work on it which was why I took it to Nationwide Infiniti. 
  Sincerely,
  
  ***** *********

  Business Response

  Date: 04/10/2023

  We have a 30 day policy that we fix anything within 30 days. The customer was told that we would have to order the parts to be fixed and the customer chose to take it to ******** dealership, the customer purchased over 8 months ago and did not call to follow up with us until 2 weeks ago. He is trying to tell us that we are responsible for fixing the vehicle. 

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19903543
  The seat complaint has been brought to them since I bought the car, so it's a lie that I only brought it to there attention two weeks ago. There mechanic at the time changed a couple parts to fix it which did nothing. It was still not working. It was only after the convertible top stopped working which was within the first two weeks when I took it to the ******** dealership. Which was told to me by there mechanic T.J. He told me that they can't figure out what's wrong and don't have the computer to program it. I still have one of the old parts which was changed out at 1 US motors. While at the Infiniti dealership they did look into fixing the drivers seat which they found a burnt module and burnt harness and blower motor that was bad. 
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:01/14/2023

  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 recently purchased a car at 1 US Motor. The first day I was told I simply have to bring my car in and do the trade. We test drove the car and everything was working good. The next day they told me they needed the title of my car. The day after that they said they needed my paystubs and proof of address. Then they said we couldn't take the car yet because It had to be inspected by Their guy who hasn't been there all week, after the inspection we took the car off the lot, a few day later the ABS light, check engine light, and low oil and tire pressure lights came on as well as rattling throughout the car with ever bump we hit. They then recently kept calling me saying that I have to bring the car back and forfeit my trade in car because my job is a "temporary" job so I can't pay for it even though it is not and I keep giving them the number to call my job but they say it does not work. I even contacted them to see who my insurance is to pay them since they used theirs and never told me who it is because when I tried to get my own the insurance company said the cars Title was recently changed which is odd, the guys at the dealership just brushed it off. About a week later the dealership said that my car is red flagged and I have to bring it back. I haven't made a single payment on the car yet and I make enough money to afford it. They call me to bring the car back but when I call them with a problem with the car I get no answer. Recently the other day I called and said my name and they hung up on me. Also reading the reviews I am not the first or last person they are doing this to. They do not have the right to sell a vehicle to ANYONE. They tamper with the car during their inspection and when taking the vehicle to another inspector said it should have never passed inspection or be taken off the lot. These people should not be allowed to sell cars. They are putting peoples lives in danger for money and dodge your call when you try to confront them. Please help! I fear for myself, my son, and others buying cars from their dealership.

• Initial Complaint

  Date:11/28/2022

  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 October 8,2022 i purchased a car from 1 US Motors in Edgewood Maryland. After having the car for 3 days the check engine light and emissions light came on. While having it checked out they sold me a car with a missing Catylitic converter and s broken sway bar. I was made aware by an independent inspection station that it should have never been sold because their inspection should have failed. I contacted them and they and was being avoided by them. I got the State Police inspection division involved and after their inspection of the vehicle they said the sway bar did need to be replaced but due to me being 100 miles over the mileage limit they could not make them fix if. They soldmea vehicle with a fraudulent inspection

  Business Response

  Date: 08/03/2024

  HI Good morning, Sorry for delay in reply as I can see our record she has complain about car and State trooper personally inspected the vehicle at our station and out of 120 point state inspection he Found one of sway bar linkis not working properly for more safety to replacing is good idea and ended up we replaced Sway bar link without any cost. Thank you

• Initial Complaint

  Date:08/18/2022

  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.

  Brought car was told it was 18000 but he put 21000 and was promised to make repairs reported before 30 day warranty. I was told Transmission and engine was guarantee good condition. Transmission is slipping. There is a list of problems they refuse to fix. I have text messages and voicemail from staff as proof. This car is a death trap. I want them to buy it back. He lied preach of contract They promised to fix everything and only put oil on axial which need to be repaired.