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:08/31/2023

  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 dropped my vehicle off the week of August 14th, 2023 to have some major repairs done as diagnosed by the dealership. The cost of repairs was *******, they had me vehicle for 2 weeks due to ordering parts and doing the repairs. I received text from service writer that my car was ready to be picked up, went to pick it up, paid for the repair and drove straight home. As I was on my way home I could smell oil burning, so I got home popped the hood and to my surprise there was oil everywhere. Upon further inspection, I noticed bolts to multiple key components were completely missing, me engine cover was broken, a heat shield was missing, the hose to my turbo wasnt tightened, I checked the oil later on after the car cooled down and it was extremely low. I texted thw service writer and sent her pics of everything wrong, she said drop it back off and I'll forward this info to the service manager. Had to put oil in it before dropping it back off at the dealership and started the car and it was extremely noisy. Dropped it off back at *** and Monday morning comes around and didn't hear anything from anyone. I called and asked for the service writer and the gal told me she wasn't at her desk and sent me to her voicemail, I left a voicemail and she only texted me back a couple hours later. I couldn't get her to speak to me on the phone only through text. I received no apologies, i didn't get any info on what they were doing to fix all the mistakes made from a tech, I have no clue what they did. She stated the head tech drove it after repairs and it is running and in perfect condition again. However I am worried about my engine and the additional damage that could have been done by them not connecting the bolts or hoses. I know I am going to have to double check the work again after I receive me vehicle again and it's alot of money that was spent to better my vehicle and now it's worse.

  

  Business Response

  Date: 09/05/2023

  Thank you for allowing us to respond to these concerns. During the final test drive before delivery of the vehicle, the technician discovered an oil leak. The oil leak was repaired, cleaned to the best of his ability, and the oil refilled. However,residual oil can remain in these tight spaces and may be detectable during the first hours of driving post repair.
  
  The missing bolts noted by the customer are for the heat shield, which was removed during repair. Heat ******* on this vehicle require being cut off due to a bolt located under head assy. There is no access for bolt removal other than cutting and removing the heat shield. After removal, it is not customary to replace a heat shield or replace the corresponding attachment bolts.
  
  The customer was provided a loaner vehicle while a replacement heat shield and engine cover are on rush order. These items will be installed immediately upon receipt.
  
  When the vehicle was returned for the above mentioned oil concerns, there was no mention of a low oil level or loose turbo hose.There were no abnormal noises on either test drives of this vehicle. Upon re-inspection, the vehicle is no longer leaking and the residual oil is confirmed to be from the previous leak. We can assure the customer that this vehicle has been repaired accurately. We do have a warranty on repairs and welcome the customer to speak directly to the Director of Fixed Operations anytime if additional questions arise. 
  
  

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20547977
  
  I am rejecting this response because: I provided pictures of the low oil and all other issues to service writer, she then forwarded those pictures to the service manager from what she told me. I have called many times to actually speak with someone in service and no one is ever available and am sent to voicemail, I then get a text back and that's the only way I am able to speak to anyone. I informed the service writer of the loose turbo hose also which you stated I had not at the time the car was back in your care. The bolt that is still missing is NOT part of the heat shield assembly, it is in fact the bolt that holds the turbo on and I have provided pictures of that also and the service writer agreed with me on that. The fact that your okay with customers that pay a hefty price for repairs and get a car back that has broken or missing parts all together is just not okay. How hard is it to get my vehicle back in the condition I have worked so hard to keep it in. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/22/2023

  The vehicle has been repaired and is in proper service condition. The customer took delivery of the vehicle and we are unable to assist further. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20547977
  
  I am rejecting this response because: my vehicle isn't in the same condition I gave it to you guys. I am still having transmission grinding noises in reverse as I told the service writer and the tech who worked on the vehicle. I have heard it everyday since having it back in my possession and have it on video also. I have also heard at least 3 bolts fly out from under my hood as I've been driving so that's pretty concerning. When I was promised some sort of reimbursement from the service writer and then basically told to kick rocks because I filed a complaint. It's just bizarre, any sort of reimbursement would've helped because now I'm most likely going to have to have my ****** replaced(not by you guys.) There was no remorse in this matter and that's honestly the most disappointing out of all of this but continue to take thousands of dollars from people and do half fast work. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2023

  The customer's vehicle was never in our shop for transmission repair. Our service technician conducted a final test drive in communication with ****************. No problems (or noises) were found during this test drive.
  

  We have delivered the vehicle in proper working order and consider this matter closed. 

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20547977
  
  I am rejecting this response because: No, we didn't have transmission repair however, we did have our transmission serviced and after it was serviced we had transmission noise. So idk if it was under filled or done improperly like everything else that was done to our vehicle. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/24/2023

  Type:Sales and Advertising 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.

  We purchased a vehicle on June 23rd 2023 at *** for $53846.29 including fees for service contract, doc fee, license and registration, and gap contract and sales tax. The dealer quote car price was $48000 but then bill of sale saying car price is $49278.33. The dealer also removed window price of car and never showed or provided to us. We saw the **** price online on their website was $42740.

  

  Business Response

  Date: 07/05/2023

  Thank you for allowing us to respond. The customer came in and purchased a vehicle. The sales team, desk and finance have met with the customer to re-review the purchase and have been transparent in the purchase and pricing. We believe the customer is now satisfied with the purchase information. 
  

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20233009
  
  I am rejecting this response because:

  They know it is illegal not to have MSRP on window. And they never explained why the it went from $48000 to over $49000. They only mentioned the Billings package fee.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 07/18/2023

  While regret that we have been unable to resolve this matter,we simply cannot be responsible for buyers remorse.
  
  Pricing is displayed on all vehicle units as well as in writing at the time of purchase signing. The customer is responsible for reading and understanding all sales documents prior to signing, and only doing so if they are in agreement with all terms.
  
  As the price was disclosed at the time of purchase, the terms were agreed upon by the customer, and the customer signed multiple pricing documents confirming the agreed upon sale price, we stand by the sale of this vehicle. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20233009
  
  I am rejecting this response because:
  There was no price displayed on the window of car. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/10/2023

  While regret that we have been unable to resolve this matter. However, we stand by the sale of this vehicle. 

  

  Business Response

  Date: 08/14/2023

  The customer alleges that they were quoted $48,000, but the bill of sale and all contract paperwork signed by the customer was for $49,278.33. Without any additional information provided by the customer, we can only assume they misunderstood the original pricing quote.

  The customer has the ultimate responsibility of accepting the final purchase price, and they did so by completing the purchase paperwork with the disclosed final sale price listed.   
  

  Furthermore, we are required by law to have Monroney stickers displayed on every applicable vehicle. We cannot prove there was, or there was not, a sticker on this particular vehicle after the fact, but we can confirm that there are monroney's on all our applicable vehicles currently on the lot and it is our standard business practice.
  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20233009
  
  I am rejecting this response because: 

  Like they stated it is by law to have it displayed on the car and it was not.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/06/2023

  Type:Sales and Advertising 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.

  ****** of Billings is advertising a 2023 VW ID.4 on their web site at a good price. I placed a $1,000 deposit on the car but now they refuse to sell it to me at that price.

  

  Business Response

  Date: 01/07/2023

  Good morning,

   

  Thank you for allowing us to respond to this request.

   

  **************** has been offered to purchase the vehicle at the ***** Manufacturer suggested Retail plus documentation fee, and he has not accepted that price. 
  

   

  His deposit will be returned to him since he has not agreed to the posted price, he wishes to negotiate further.

   

  Thank you.

  Customer Answer

  Date: 01/14/2023

   
  Complaint: 18697549
  
  I am rejecting this response because:  They lie.  I was never offered the car as MSRP.  On multiple occasions I told the sales person that I would buy the car at MSRP but they kept insisting that I make an offer at multiple thousands over MSRP.  In fact the only offer I received from them was $10,000 over MSRP.  They advertised the car on their web site at $2,000 under MSRP for about a week but when I placed a $1,000 deposit on it the dealer management would not honor their advertised price.  At this point I want nothing else to do with these people.  I just want the business community to know that they have a dishonest business operating in Billings.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/28/2022

  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 recently inquired about a vehicle I had seen driving by. Checking online, this group of dealerships doesnt list pricing or much detail (they dont even use the photos of the actual vehicle, in some cases its the stock vehicle photo). After some questioning without answer on the cost, I decided to go down and check it out. On the phone, the salesman told me it was on their under $10,000 row so I was surprised but $10,000 wouldnt be far off for the value of a 2012 cargo van. ******** was mostly nice and accommodating, although not knowing the actual price was fishy in my opinion. When the pricing came back, it was nearly triple what I was expecting, and more than double even what the expected fair market value from a dealer would be. After making a cash offer, the salesman brought a manager or something over who was immediately argumentative and standoffish, arguing about how this vehicle has an $8,000 4x4 upfit (okay, the dealer didnt do that or pay for it when they received the vehicle on trade this past week), alone with other random markups ($3,900 for under 100k miles, $850 for an engine that came in it from the factory). After some argument over the value and what this manager apparently owns the van for, I said I wasnt interested in an argument over a vehicle and that wasnt going to entice me to buy it, and started to leave. At this point, the manager continued trying to argue with me and I just left. Very unbelievable to receive this sort of treatment from the largest dealership in Billings, let alone any dealership in 2022. The owner boasts on the radio about how theyre such a caring place, but the treatment I received as a disabled veteran is as absolutely appalling.

  

  Business Response

  Date: 11/30/2022

  We do apologize for this misunderstanding. This vehicle was never in our $10k and under sales row. This van was at M.A.R.S. of Billings and we retrieved it to show it. Our sales associate picked an easily accessible spot to park so it could be viewed as conveniently as possible, but not to be confused with our $10k and under inventory.
  
  This particular van has a book value of approx. $22k without the 4x4 package. Our sales associates are expected to inform our customers of all the products and upgrades on our inventory, as well to highlight different features on different trim levels.
  
  We would be more than happy to discuss price negotiations. If you wish, you may contact the ** directly at ************. If you are not interested in that specific vehicle we will gladly try to find something that fits your wants, needs and budget.
  
  We greatly appreciate your service to our country and apologize for any miscommunication

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18473953
  
  I am rejecting this response because:
  

  While I agree there was a misunderstanding, the misunderstanding was not on my end. On the phone, the salesman said this vehicle was on the $10k row, which surprised me because the van should be worth more than that ($17k *** from a dealer, but you can set whatever price you want), so I was curious to see what was wrong with it to price it that low. When we got to the dealership, the salesman was unprepared for the appointment, the vehicle was being detailed, and we drove over to look at it. Its a small detail, but this response is misrepresenting what actually happened and doesnt address the manner with which I was treated by the sales manager and the hostility with which a potential customer was treated.

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/28/2022

  Type:Order 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 2020 *** X3 on 6/24/2022 for the amount of $57,107.24. It was a salesman out of state who sold the car. Falsified information on the credit application & put my gross income as $108k/yr. I have never even came close to making that much. They never verified paystubs during the transaction and if they did they would have clearly seen I didn't make that much. They refuse to trade the vehicle or work with me to come up with a resolution. The gal who worked in the finance department at the time of purchase is no longer employed there. The finance guy taking over her position is in training and cannot assist or provide me documents so they say. They already received their money from the financial institution so they are completely helpless to me. I have went back and forth with them trying to get answers, find options, or verify information and I get absolutely no where. I am in a financial crisis over this vehicle and I am having troubles holding them accountable for falsifying my information to begin with just to make the sale. ********* is the one who the loan is through and the best they can say is "contact the dealership where you bought it" it's become a vicous cycle and unfortunately the dealership is no help in fixing their issue. Below are all the supporting documents I received from the dealership at the time of purchase. However, I did not receive a copy of my credit application and they refuse to provide me with it.

  

  Business Response

  Date: 11/02/2022

  Thank you for allowing us to respond. After review of the deal and speaking with the finance manager involved with this purchase, we can confirm that the customer verified and attested to the stated income amount. The customer returned at a later date to discuss returning the vehicle, citing only dissatisfaction with the monthly payment amount. We attempted to look at alternative vehicles with the customer, but the only vehicles that the customer wanted to consider were higher in total cost and higher in monthly payments. We regrettably were unable to assist this customer. 

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18330636
  
  I am rejecting this response because: the finance manager that was there during the transaction is no longer employed there. Also, please provide me documents of the initial credit application that was used to make the sale because I never recieved a copy. I can guarantee that my I did not confirm or attest to the gross amount you put for my income to even being the application process. Also, if I was put in a hardship over this vehicle, why would I look at something that cost more money? That doesn't even make sense. For the business to lie and get away with this is wrong!  That is NOT what happened. The whole intent of coming in to review options was to alleviate or reduce the cost and I was told by the floor manager that I straight up could not trade the car. This is crooked business. 

   

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 11/03/2022

  We consider this to be a complete deal. However, we welcome the customer to return to the dealership and meet directly with our COO to review the contract documents.

• Initial Complaint

  Date:10/12/2022

  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 went to the dealership looking at opportunities for a new vehicle since I moved to a new state. I had recently leased my car from another dealership a few month prior. The sales personnel showed me a couple of cars and I found one that would suit my needs. The owner of the dealership personally offered to buy out my current lease and put me in a used car that I was interested in. I filed all the paperwork with the finance person and they were to pay off my current lease at ******* I am still currently getting charged for my previous lease as well as my monthly payments for the newer vehicle. I called Kia of Billings multiple times over the past two months, speaking with someone in the finance department at least 5-6 times who reassured me every time I called that they just mailed out the check to ****** that day or the day before. They lied to me over and over because they clearly never did that if each time I called they apparently mailed the check on those days. I called ******, they never received a check. Now my temporary registration is expired and Im at risk of getting tickets or worse and again, Im still being charged for both vehicles. Kia of Billings is not being truthful or forthright.

  

  Business Response

  Date: 10/26/2022

  Thank you for notifying us of this error. We have confirmed the payoff has been completed. We reached out to the customer and we believe we have resolved their concerns. We sincerely apologize for the frustration caused by our lack of communication. We are taking this as a learning opportunity to do better in the future.

  Customer Answer

  Date: 10/26/2022

   
  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:08/07/2022

  Type:Sales and Advertising 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 March 8th my boyfriend at the time(*********************************) and I went to *** to try to get him a vehicle. Due to him not having established credit the asked if I would co sign, I agreed. They came back and said well the bank says it would be better if you(******) were just on it. ********* can make all the payments showing the bank he can afford it and in 3 months you can come back and we will get the loan in his name. I agreed. When I applied I told them I only make $800 a month bartending. Thats what I wrote down and put on the credit application. When I handed the iPad back to the salesman he did some stuff and gave it back to have me sign I signed nothing thinking anything of it. I have found out that he went and altered my monthly income(8,733/monthly) my position, the length of my residency, and took of my truck loan I already had. Im unable to refinance this vehicle, it was also over sold on price so I started out upside down with this loan as well. I just want to give the vehicle back but not damage my credit more then this already has.I have asked them to unwind the loan but they wont. They will not take responsibility for fraudulently doing my loan. I have also found out that they are still doing this to get people approved for loans at GMC/Cadillac as well which is owned by the same person. Please help!!!!

  

  Business Response

  Date: 08/16/2022

  Thank you for allowing us to respond to this matter. We reported the information to the lender as provided by the customer. The customer signed the income report attesting this information was accurate. As we have spoken previously with the customer, we cannot be responsible for buyers remorse. We understand that the customer is unhappy with their purchase due to personal reasons. However, after multiple attempts to work with the customer, we are unable to assist further.

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17685083
  
  I am rejecting this response because: on my paper application I stated I make $800.00 a month. I would like a copy of that document as well.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/16/2022

  Our intent is customer satisfaction on every sale or service we provide. We simply cannot resolve buyer's remorse. Despite multiple conversations with this customer, we are unable to assist further.

  

  Business Response

  Date: 08/25/2022

  FTC regulations and customer information security policies prevent us from submitting private contract documents. We do not agree that a negative impact should be placed on our account for not submitting private customer that we cannot legally provide. 
  

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17685083
  
  I am rejecting this response because: do you know what buyers remorse is? Heres ****** definition: a feeling of regret experienced after making a purchase, typically one regarded as unnecessary or extravagant.

  that is not what is going on.. this is what is going on. Fraud:wrongful or criminal deception intended to result in financial or personal gain.

   

  my salesman(*********************) change my income by 7,933(monthly) my position at my job and removed my current auto loan so he would be able to get the sale. The salesman and financial department both willingly did this. My loan needs to be undone due to your guys fraudulent actions. 
  
  Sincerely,
  
  *****************************