Business Profile

New Car Dealers

Bob Bell Automotive Group, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in New Car Dealers.

Complaints

This profile includes complaints for Bob Bell Automotive Group, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

57 total complaints in the last 3 years.
16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/25/2025
Type:Customer Service 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.
Hello. On 6-7-25 I went to *** **** to have my oil changed routine tires rotated, after the service I was told I immediately needed a timing belt, Transmission leak fixed at once. I told them ok I would take it to my mechanic. I did take my truck to Total tires on ******* Blvd I had them purchase a timing belt and replace the one I had on there come to find out after the belt was taken off I was told there was nothing wrong with the belt I had on the truck, but since they replaced and I paid for it it was left on. I than contacted *** **** to let them know I spent ****** to get this belt changed that did not need to be changed. I requested my money back and they informed me that there was nothing they could do about it. I have had so many issues with this dealership in the past.
Business Response
Date: 07/03/2025
We appreciate your business and will be refunding you a check in the amount of $170. I apologize for the inconvenience.
Thank You,

Paula
Customer Answer
Date: 07/08/2025

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:06/02/2025
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.
Between 3/10 and 4/03, my ********************** Bob Bell Fords service department three separate times, & not once was the issue properly resolved. Each time I left the lot, the car broke down again within a few miles.For context, I spent 15 years working in service & parts at a ******* dealership. I know how the repair process is supposed to go. I know what thorough diagnostics & real quality control look like. Unfortunately, none of that happened here.The original issue was a slipping transmission. I suspected it was the ***, which is covered under an extended warranty. At first, I was told it might be the shift motors. Then I was told it was the *** after all. They replaced the part, test-drove the car, & assured me it was good to ***** wasnt.The car didnt even make it halfway home before it broke down. The dealership was closed, so I limped the car home while it slipped out of gear repeatedly.I brought it back. This time, they said the shift motors were the issue. I approved a $925 repair. Once again, the parts were replaced, a test drive was performed, & I was told the car was ******** wasnt.Less than five miles away, the same problem happened again.On the third visit, I was told the issue is actually the clutch, & now Im looking at a $4,200 repair bill. After two failed repairs, two roadside breakdowns, & nearly $1,000 already out of pocket, Im somehow supposed to trust this third diagnosis?How was this not identified the first time? Were the test drives even done? Because twice now, Ive picked up my car & had it break down within ************ was driving gently, just trying to get it ******* just a few weeks, Ive been stranded twice, paid for ineffective repairs, & now face a multi-thousand-dollar bill. Thats not just frustrating, its unacceptable.If you value your time, safety, or money, I strongly recommend going elsewhere. My experience with Bob Bell Ford has been a total failure in service, accountability, & customer care.
Business Response
Date: 06/11/2025
Tell us why here...The Ford Focus, particularly those equipped with the dual-clutch transmission, is notorious for issues related to the clutch pack and transmission control module (TCM). In this case, the vehicle initially presented on March 10, 2025, and received the warranty-covered recall repair 14M02, a standard first step due to its potential to resolve the problem at no cost to the customer. However, these vehicles are also known for additional problems with the clutch pack and actuators. Following the recall repair, the vehicle seemed functional, but issues resurfaced shortly after being returned to the customer. Further diagnostics led to the replacement of the actuators, after which, the problem appeared to be resolved, and the vehicle was released with a discounted rate and waived diagnostic fees. When the problem occurred a third time, a new diagnosis revealed clutch pack issues, despite the actuators appearing to be functioning correctly. The customer was informed that diagnosing and repairing the transmission issues involves a sequential process, starting with the recall and progressing to other components only if necessary, to avoid unnecessary expenses. The customer declined the clutch pack replacement, even with a credit offered for the previous actuator repair, citing frustration over the vehicle's problems so soon after purchase. Ultimately, the root of the problem lies in the well-documented issues with the TCM, actuators, and clutch packs that plague this vehicle model.
Customer Answer
Date: 06/12/2025

Complaint: 23392025

I’m rejecting this response because it completely sidesteps the core issue, I was told on two separate occasions that the vehicle was fixed. First after the TCM replacement, and again after the actuators. In both cases, I was explicitly told the car was repaired and “everything was working great.” That clearly wasn’t true.

Yes, I’m well aware that the Ford Focus is known for transmission issues, I worked in service and parts at a Lincoln dealership for 15 years. I understand sequencing and diagnosis. What I don’t understand is why the dealership didn’t clearly communicate from the start that the shift motors (actuators) may not fix the problem, and that a failing clutch was still a likely scenario.

If this is a known and common progression of failure, TCM, then actuators, then clutch, that should have been explained clearly. Instead, I was given confident assurances that the problem was resolved. Twice.

Had I been told, “This may not solve the issue, if it’s the clutch, that’s a $4,200 repair we won’t know for sure until after this step,” I wouldn’t have bothered spending nearly $1,000. And frankly, I think that’s exactly why it wasn’t framed that way, to secure revenue from the actuator repair before revealing the likely cost of a full clutch replacement.

The offer to credit part of the repair cost after the fact doesn’t change the fact that I was misled, intentionally or not, into approving a repair that didn't fix the issue (and was told it did). This isn’t about the Focus’s reputation; it’s about how this dealership handled the situation. That handling fell short of basic honesty and customer care.

Regards,
Matthew Carpenter
Initial Complaint
Date:05/02/2025
Type:Service or Repair 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 currently am driving a 2023 Nissan Sentra. Over the last several months or so Ive been noticing some issues with my infotainment system. Different things would happen at different times. For example, one time I would start my car and the *** ports would not work at all. Another time the screen turned black and would not respond. Other issues would include the system freezing completly or not connecting to my phone via wire. The only way I would get it to work is by doing a hard reset of the system. When I would connect my phone or a passangers phone via bluetooth, the output would be glitchy and skipping bad, showing signs of a possible connection issue. When I took my car to service at Bob Bell Nissan, I told them the issues that I was having and they inspected it. They later told me that they couldnt find any issues with my system. Though after this vist, Ive been having the same issues discribed to them plus now the black screen and no power to ports issue. I believe took my car in on Jan. 20, 2025 to get checked out.
Business Response
Date: 05/09/2025
I had the pleasure of speaking with Brayden and there is an appointment set up for the 18th of May where we will revisit the issue and help resolve Brayden issues
Customer Answer
Date: 05/14/2025

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:04/09/2025
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.
Bought 2017 jeep wrangler once the deal was done they refused 2 fix issues I had with the vehicle said it passed Md ****************** impossible when I found out it had broken studs on 3 out of 4 wheels also fraudulent charges on my paper work
Business Response
Date: 04/16/2025
I have reached out and left a message for the consumer for details on the concerns. It appears the vehicle was purchased 11/12/2021 not sure why there are now these concerns. Will wait for the consumer to get in touch with me.
Customer Answer
Date: 04/22/2025
Im working on a Lawer right now theres no way my jeep passed Md inspection jeep had broken wheel studs that I had 2 pay 2 get fixes they refused 2 fix it & when I went 50 mikes a hour the jeep shock out of control there is something going on with *** **** & Exeter finance company paying way more than I should b having a hard time getting the contract the dealer sent over 2 them I will provide documents after Lawer is done with them
Customer Answer
Date: 04/23/2025

Complaint: 23180887

I am rejecting this response because:
Im working on a Lawer right now theres no way my jeep passed Md inspection jeep had broken wheel studs that I had 2 pay 2 get fixes they refused 2 fix it & when I went 50 mikes a hour the jeep shock out of control there is something going on with *** **** & Exeter finance company paying way more than I should b having a hard time getting the contract the dealer sent over 2 them I will provide documents after Lawer is done with them
Sincerely,

****** ***********
Business Response
Date: 04/28/2025
If the consumer is working with an attorney, we will wait for contact from the attorney.
Initial Complaint
Date:04/01/2025
Type:Service or Repair 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 just received my 2017 **** Escape back from Bob Bell Ford. The main reason I brought the vehicle to them was to fix an air conditioning problem. They had my car from March 26th, 2025 to April 1st, 2025. I get my car back and am driving it back home and half way home my air conditioning stops working. It is as if they did no work on the car and charged me for it. I want them to either refund me the money I have paid for the service or to fix it as requested.Just to note, I have brought my 2017 **** Escape for repair to the *** **** Dealership multiple times over the years to get my Air Conditioning fixed and they have provided this terrible service and not fixed the issue. They have had my car for over a month in total time to try and fix this problem over the years which has incurred me rental car fees and extreme mental distress.
Business Response
Date: 04/08/2025
Regarding the customer's recent visit, our initial diagnosis revealed a low freon level. Following standard procedure, we meticulously checked for leaks but found none. We then recharged the freon to the appropriate level and re-evaluated the system, which appeared to be functioning normally at that time. We again conducted a thorough leak check, with negative results. The customer was only charged for the initial diagnosis and the cost of the freon needed to replenish the system; no additional labor fees were applied for the recharging and retesting process. We are committed to customer satisfaction and would gladly re-examine the issue if the customer had contacted us to report its recurrence. We encourage the customer to contact our service department, explain the returning problem, and schedule a follow-up appointment. We will happily perform another diagnostic assessment at no additional charge. However, any necessary repairs beyond the initial freon recharge would be subject to separate billing.
Customer Answer
Date: 04/08/2025

Complaint: 23145842

I am rejecting this response because: The business clearly did not do due diligence in checking to make sure the problem was resolved. I drove three minutes down the street after picking up my car and the ** stopped functioning. How the business could have my car for a week and not verify the fixed the issue is terrible customer service. The business again has my vehicle and repeatedly puts it on the back-burner and lets it sit without working on it. I know this from speaking to my service rep. ** every time I call and ask, they give me an excuse as to why it hasnt been looked at yet. This is costing my a lot of money in rental car fees that I think the business should start being responsible for after a certain amount of time having my vehicle. It has now been in their possession for a total of six business days and I still have this issue.

Sincerely,

******* ******
Business Response
Date: 04/18/2025
Vehicle is repaired to customers satisfaction.

Thanks
*** *******
Customer Answer
Date: 04/18/2025

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:01/27/2025
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.
I am a disabled Veteran. On January 16, 2025 I purchased a 2017 Nissan Leaf with ****** miles for $11,895.94. I used my veteran eligibility status to get a loan from *************************. I am also using my Social Security disability payments to pay for this loan. Proof of social security payments were presented to Mr. ****** ******. I found an ad on *** **** Chevrolet for this car. I asked questions of the vehicles report several times. We took the vehicle to NISSAN ********* for an inspection of the vehicle's status and the results were very disappointing and surprising. We have had the vehicle for 7 days now and it does not charge, thus cannot start or be driven. My family and I had to tow the vehicle back to *** **** Chevrolet on *****************. We asked for a refund. Mr. ****** **** (General Manager) refuses to give us our loan back. He didn't offer to inspect the vehicle to see what the problem was, a courtesy car, nor offer a replacement vehicle. When I asked him if this was all he had to offer he stated "no, there's nothing else I can offer you". My family and I left the key with Mr. ****** and left the dealership. I called NAVY FEDERAL to report the car was not operable and we wanted a refund. They attempted to see if the check could be stopped but unfortunately it was deposited this morning. They advised I remove the insurance coverage and report the condition of the vehicle to ****. Mr. **** was not very concerned with our satisfaction or safety. He tried to make excuses of why the vehicle would only do 40 miles, as well as why his own mechanics could not effectively charge the car the last time we visited the dealership. I would expect this kind of business from a small dealer. But to experience this from a large wealthy dealership such as *** **** is disturbing. I feel robbed. Mr. **** recommended my family and I seek a lawyer because he was not obligated to do anything under law. We cannot afford to make payments on a vehicle we cannot drive.
Business Response
Date: 01/27/2025
After reviewing all the documents, it does appear everything was done in good faith. We reviewed the average miles on a full charge on a new 2017 Leaf. Our findings were 84 to 107. A vehicle that is 8 years old will gradually lose its range with age as with most Batteries. The vehicle was driven back to our location not towed. The Battery charged back to 10 bars (full). We do have a 72-hour exchange policy for our customers as well. However, in the mission of customer satisfaction we did contact the customer and offered a cancelation of this transaction as long as all parties agreed. The ********************** did agree to do a flat cancelation of the customers loan as well. Thank You.
Customer Answer
Date: 01/28/2025

Complaint: 22853622

I am rejecting this response because:
The dealership is unethical. I have proof of tow with receipt from AAA with case # 05168916 of the date and time the vehicles was towed to *** **** Chevrolet on ******************;Baltimore, MD 21224 *************. I have requested from *** the records of the tow with vehicle make and model, I will have in 2-3 business days. I have pictures of the key I left on the desk of Sales Specialist ****** ****** as well as the car the day my family and I towed the vehicle back to the dealer. We have not been able to drive this car for an entire week because it has been sitting at the dealership since the day we towed it. *** also included the dealers own warranty for used cars which says: 30 days or ***** miles. *** **** Chevrolet and its leadership starting with ****** **** are thieves and if it wasnt for my family and supportive ******* services they would still have the car and I would be paying on it as if I am driving it! My family has become diseased, emotionally turmoiled, lost money and opportunities due to this unethical business practices of *** **** Chevrolet. I served my country as a veteran to protect the rights and safety of my country, not to be robbed by the same people I fought to protect. They will never have my respect, or advocacy. I will ALWAYS let it be known their unethical business practices. I am NOT SATISFIED with this business 0% SATISFACTION.

Sincerely,

Mosiah Fit
Business Response
Date: 01/29/2025
It is unfortunate that the customer is unsatisfied as i am also a Veteran and again everything was in good faith as stated in previous response and we did contact the ********************** and request a cancelation and upon their approval to do so we canceled the transaction on the vehicle for the customer. At this point we have to disappointingly close this complaint as unsatisfactory even though the *** **** origination did exactly as the customer requested as their resolution. We do thank the customer for their Service and apologize for what they feel was an unpleasant experience.
Customer Answer
Date: 02/05/2025

Complaint: 22853622

I am rejecting this response because:
I have included the receipt that clearly shows the (inoperable) vehicle was towed to the *** **** Dealership on 1 **** St, contrary to what has been stated by them which is the vehicle was not towed. This situation has continued to cause me mental grief and the inability to trust in any dealer to buy another car. The dealership also treated me unethically by giving me no other alternative to get a refund unless I gave back all of my original receipts, paperwork, and contract, and they refused to give me any copies when I asked. They didnt even offer a complimentary ride home for me and my family. We had to spend extra money to get home. I have been unable to work and my business is now impacted due to not having transportation because my business requires me to make deliveries. I am in a mental space of great insecurity and distrust for buying a car and going through this again. This dealership is criminal and it is my duty as a veteran to protect the American people from both foreign and (domestic) threats. This dealership is a threat to the American people.

Sincerely,

Mosiah Fit
Initial Complaint
Date:01/24/2025
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.
Bought a brand new car and the check engine light is on and there not trying to fix it
Business Response
Date: 01/24/2025
Good afternoon, after reviewing our records the customer did purchase their vehicle with us at *** Bel Chevrolet of *******, however the vehicles has never returned back for any Service work. The customer does have an appointment for an oil Change in the upcoming days, however. We would be more than happy to address any concerns the customer may have with the vehicle and repair them if possible. The customer purchased in October, and it does have a factory warranty as well. Thank you.
Initial Complaint
Date:01/16/2025
Type:Billing 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 Jan 9th, I had my car repaired based on the recommendations given by the mechanics after a previous assessment. I was informed that the issue was significant and required prompt attention. When I inquired about the duration of the repair, I was told it would be completed within one day. I received a quote for parts at $660 and labor at $660, without any mention of an hourly rate. However, the actual repair only took two hours. When I reached out to question the high cost, I was informed that the hourly rate was $330 (compared to an average of $130 for Maryland auto mechanics). I was under the impression that the repair would take 5-6 hours, potentially up to 8 hours, based on the information provided by the employee. The invoice did not provide a breakdown of the specific issues with my car, making it difficult to ascertain if the work was necessary or not. To add to my concerns, I have experienced a new issue with my car since the repair, and this repair was made after an earlier visit, which raises suspicions of potential intentional tampering or overall poor workmanship.1. Adjustment of labor cost: As the initial quote did not mention an hourly rate and I was led to believe that the repair would require a significantly longer duration, I am requesting that the labor cost be adjusted to a more reasonable amount in line with the average rate for auto mechanics in ********, which is approximately $130 per hour; along with a refund for the remainder.2. Detailed explanation: I expect a full and detailed explanation of the work that was required, the reasons behind it, and the actual urgency of the repair. Without a breakdown of the specific issues with my car, it is challenging for me to ascertain the necessity of the work performed. I request that the repair shop provide comprehensive documentation and evidence that supports the need for the ********** service advisor was ****** **** ******
Business Response
Date: 01/17/2025
Customer was contacted by ********************** service manager in regard to the charges. He explained to the customer that we charge a higher labor rate but our times for the service is cut down to be the average labor amount charged for repair. The service manager contacted another local Hyundai dealer and ask what the labor charge would be to perform the same repair, and the labor quoted was $1,007.00. Our labor charge was only $660.00 for the repair which is a fair labor price. As far as the customer requesting as to why the repair was needed the service manager explained to him in detail about the part that was replaced and why it was needed, and the customer seemed to understand.

Customer Answer
Date: 01/17/2025

Complaint: 22819044

I am rejecting this response because: it did not take into account that the reception given to me by the business was receiving and made it look like a bigger (full day) job than it was. If I knew the hourly rate and how little time consumption the job was I would have shopped for other business to do the work with.

Sincerely,

***** *****
Initial Complaint
Date:11/22/2024
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.
On 7/18/2024, I purchased a 2021 Chrysler 300S from Bob Bell Nissan. At the time of the purchase, I was not informed of the significant damage that was done to the vehicle before my purchase. On 11/8/2024, I struck a deer while coming home from work. The damage that was done same was the grill and front bumper.. No deep damage to same. At the time of getting my vehicle repaired for the damage from the deer. I was informed that the vehicle was in a previous accident that caused significant damage to the frame, and to the passenger headlight area. The headlight was glued in and you can see where the entire assembly was broken into pieces. Furthermore, you can see scratches on the frame that appear to be done to attempt to fix the car poorly. Thus, my vehicle could not be fixed until the previous damage had been repaired.On 11/22/2024, I returned to Bob Bell Nissan to inform them of my situation. I was informed that nothing could be done on their end and the car passed inspection. So I notified the finance company and left the vehicle at the dealership.
Business Response
Date: 12/03/2024
This vehicle was purchased in August of 2024. The 2021 Chrysler 300 was inspected at *** **** Chevrolet Nissan *** for the amount of $955. Before the sales was finalized a ****** report was pulled, and it stated Minor or damage. The customer came into to store after he had an accident striking a Deer. The Bodyshop that the customer took his vehicle to, stated there was frame damage. We cannot know the history of a vehicle we purchase or trade in and can only provide the history stated and reported to Carfax. Our inspected did not comment or detect frame damage when inspected.

Thank You
Customer Answer
Date: 12/06/2024

Complaint: 22592582

I am rejecting this response because: I was informed by the Pre-Owned Sales Manager, *** ****** that they completed the inspection. If they completed same properly, they would have seen the damage to the undercarriage and the passenger side light. The glue/epoxy is seen, and they didn't do their due diligence to explore more. I did not leave the vehicle there being afraid that they would have it towed away or charging me storage fees. I was able to bring it to my residence.

Sincerely,

******* ******
Customer Answer
Date: 12/06/2024
The dealership stated they paid $955.00 to have the car inspected. They are licensed by the state of ******** to inspect cars. So, who did they pay and where's the report? On 11/22/2024, I was told by the dealership that their inspector conducted the inspection of the car. Furthermore, the dealership said that the Carfax report stated minor or damage. Yes, the report says such, but you can clearly see the damage to the vehicle is far from minor. In the submitted photos you see the broken headlight housing and the glue/epoxy used to hold it into place.
Customer Answer
Date: 12/06/2024
Pictures from the accident on 11/08/2024
Business Response
Date: 12/16/2024
Ms. ****,
Bob Bell Nissan *** have not changed their position since we first responded.

Thank You,

***** Caruso
Bob Bell Nissan KIA
Initial Complaint
Date:11/20/2024
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.
On October the 7th I purchased a vehicle from A dealership. Just losing my car I kind of rushed into it I was signing the final contract and the sales man said you got a nice warranty on this car so I signed the contract without any real knowledge of him adding on 3 different warranties.The next day I was looking at the contract wondering why a $13600 car end up costing me $19400.00 I noticed he added 3 extra warranties that I did not know about or want . I called him the following day and ask about it and said I did not want any of that and to remove it he got very angry with me saying oh it's only a $40 extra a payment and that's not a big deal I continued arguing with him that I did not want it. He finally said I had to wait to get the account number from the finance ** and call him with the number so he can remove it .That took almost a month to get and finally I did I called to speak to him with the number and was asking by the lady who answered the phone what I was calling for I told her the reason for the call and she said oh you can't cancel one of the add on warranties bcuz it was called a shield something supposedly they say they sprayed on my car the evening of the purchase and it's to late to cancel it i had no knowledge of any such event happening or given any opportunity to say I wanted that or even explained to what there even talking about. the cost of what there saying they did and I can't cancel is $860. With interest since it was added to the Amount financed. I chose the car I got because it was low cost and supposably it had 6 and a half years of warranty left to the original warranty.The total of extras that were added by the sales man is over $4000 so my payment is much higher than it shouldn't be I also put $1000 down . I was told by the sales man that once he cancels the extra warranties my payment won't go down it will just get paid off in less months.
Business Response
Date: 11/21/2024
On October 7th ***** ***** did purchase a vehicle from us along with 2 additional warranties and ************* to extend the limited coverage that came with the used 2022 ********** Mirage that ***** ***** purchased. We reviewed all the documents that was signed by the customer acknowledging the purchase of these additional coverages from the contract to a Final acceptance Form we have our customers sign Accepting all coverage's purchased which even breakdowns the coverage, term and, price of each product purchased. Some products are cancelable and if financed with a lender the products are canceled and the lender will deduct the canceled portion from the balance of the loan. The only product that was purchased and not cancelable would be the paint protection coating,(Zurich Shield), since it has been applied to the vehicle and warranted. We did receive the cancelation form in an email from the customer on 11/20/24 and will process it asap. We pride ourselves on taking every measure possible to make sure are customers receive the best communication and processes to ensure a completely satisfied transaction. We never want our customers to be in a rush when buying one of the largest purchases we make as we want it to be the correct decision and a pleasant experience.
Customer Answer
Date: 11/21/2024

Complaint: 22579144

I am rejecting this response because:

Sincerely,

***** *****
I was not told that the where applying anything to the car or even giving a choice I promise you that all I was told was you have a nice warranty that covers if you get scratches or a broken mirror it's covered. I was at fault yes for just signing the contract without reading it completely! The salesman never !! Explained in any details what was added to the contract!! It's been a terrible experience buying this car he even got angry and rude when I called to try and understand the charges once I fully read the contract!
Customer Answer
Date: 11/22/2024
The Day I purchased my car I met with a man who took me for a test drive then we came back we then sat at his desk talking about the car and the warranty that came with the car his Name was **** also but not the one I signed the paperwork with. He said the sales manager was getting my paperwork together and will be with me soon .I then went to the office of the Sales manager also named **** .He already had my contract typed up for me to sign .With all the additional warranties and charges he never once discussed the added on charges at any point of our conversation!!! He never explained never asked if I was okay with the added on charges I spent probably 15 mins max in the office with No explanation of any additional charges or even given the opportunity to say I agree or don't agree with the contract!!! I didn't even notice it until the next day when I fully read the contract! When I did call him after him arguing with me about it trying to convince me I needed it I told him I didn't want it and all he said was once I got the account number for the finance ** to call and he will have it cancelled he Not Once told me that I couldn't cancel any part of the additional charges and Never I mean never said they sprayed anything on the car and i couldn't cancel that part ! Until I had the number from the finance ** and gave it to him to cancel a month later !!!
Customer Answer
Date: 12/16/2024
How is it okay for a company to add over $4000 to your bill and not tell you or even ask you ahead of time and then say oh sorry we can't remove that even tho we did it without any conversation with you !! That is not right !! I did go ahead and file with the ************************** thank you.
Business Response
Date: 12/16/2024
We have read the complaint and responses from the customer. Again, we are sorry for any confusion in this transaction and we can cancel some of the warranties and coverages the customer purchased but it will come off the principle amount financed with the lender. The customer must come in or request us to email them a cancelation form and we will submit the documents for the cancelation. We will close this on our end and are sorry for the customers dissatisfaction

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Bob Bell Automotive Group, Inc. is NOT a BBB Accredited Business.