Complaints

This profile includes complaints for The Internet Car Lot's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Internet Car Lot

  7150 P Cir Omaha, NE 68117-1625

  
• 

  The Internet Car Lot

  3250 S Expressway St Council Bluffs, IA 51501-8268

  

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:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told the vehicle would be $9,000. They mentioned warranty was included in the monthly payments. But once I actually went over the paperwork. They charged me an extra $4500. So I went to go cancel it and I was told I have to pay a cancellation of 35%. I’ve only had the vehicle for 10 days. I contacted the extended warranty company. They to me that they do not charge a cancellation fee. With the 14%APR and this insurance they slipped in there. The cost will be over double what I was told it was. Basic bait and switch.

  Business Response

  Date: 01/23/2024

  In regards to the complaint filed by ***** ******, the warranty cost was fully disclosed to him at the time of the sale.  It was clearly itemized on the purchase contract he signed in 3 places.  Please see the attached signed purchase agreement clearly showing the warranty cost.  In regards to the cancellation fee, this was also clearly disclosed to him at the time of sale.  It is stated on the signed purchase agreement and there is also a signed document that clearly explains the cancellation policy *** ****** signed.  Please see attached.  The APR is based off Mr. Walker's credit profile and the lender provided that and we have no control over that.  It was clearly disclosed in the retail installment contract *** ****** signed as well.  Please see attached.  Absolutely none of this was "slipped in" or was a "bait and switch" as *** ****** claims in his complaint.  It was all clearly disclosed and signed and acknowledged by him at the time of sale.  If you need anything further from us, please let us know.  Thank you.
  
  

  Business Response

  Date: 01/24/2024

  Please see the attached files.  The purchase contract that is signed in 3 places by ***** clearly shows the service contract price of $3,500.  The price of the vehicle, the price of the service contract, the price of GAP insurance and the total price for everything combined is clearly itemized.  This is no way was not clearly disclosed.  If you need anything further, please let us know.  Thank you.

  Customer Answer

  Date: 01/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Regardless of signature this was not honest business. Regardless of the itemized pricing on contract. You did not once say beforehand that the cost of these things prior to signing. Making it seem like these things were included in original price of vehicle. Not once did you say this will be a extra $4500!
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/07/2023

  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.

  Purchased a vehicle.
  48 hours within purchase vehicle was not safe to drive because of drivetrain issues. Took it to get serviced under warranty that I purchased (which shouldn’t have even gone through warranty because of dealer fault)
  Now it’s been longer time than promise date and bad customer service etiquette.
  Purchase 5/1/23
  Issue reported 5/2/23
  Warranty approval 5/30/23
  No update on repairs or condition of vehicle status 6/6/23

  Business Response

  Date: 06/07/2023

  We apologize for the inconvenience.  The vehicle's repair was covered by the warranty company and there is a process of getting the repair approved.  Our team worked as quickly as possible with the warranty to make sure the repair was covered and completed all required discovery for the approval process.  Once the repair is approved, we had to wait on parts.  The repair has been completed and Mr. ******** has been notified.  Thank you.

• Initial Complaint

  Date:04/27/2023

  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.

  Vehicle purchased on 3/10/23 was stated to have rebuilt title due solely to sitting in a couple of inches of water that didn't reach the floorboards of the vehicle; statement delivered to us while on phone with our bank; immediate issues with performance resulted in a complete flush of the transmission with reports of extensive water damage; recommended to get rid of vehicle ASAP; took vehicle to certified dealer on 4/8 for trade-in; dealer immediately smelled mold in cabin and vehicle check revealed the vehicle endured a hurricane on the West coast; dealer recommended we contact Attorney General to report the misconduct of the seller; call to Internet Car Lot on 4/10 revealed sales people don't know history of vehicles and wouldn't be able to give any advice on rebuilt titles; supervisor Katie refused to listen to my concerns or work toward resolution
  
  Had the extensive water damage been revealed when we asked on 3/10, our bank would not have authorized the purchase, nor would we have proceeded with the purchase of the vehicle. Their lack of truth and transparency cost my family thousands of dollars.

  Business Response

  Date: 04/27/2023

  Please see the attached signed paperwork from the customer.  The first document is the purchase contract they signed which clearly states they purchased the vehicle AS-IS NO WARRANTY from our dealership.  We offered them an optional extended nationwide warranty however they declined the coverage.  You can also see Mr. ********* signature next to the line that says "REBUILT TITLE AND HAS WATER DAMAGE."  The second document is a federal buyer's guide signed by the customer which states he purchased the vehicle AS-IS NO WARRANTY from our dealership.  Again, he was offered an optional extended warranty which covers the transmission that he declined.  The third document is a copy of the title Mr. ******* signed.  Please note the brands on the title that read "REBUILT" and "FLOOD."  We were fully transparent about the history of the vehicle with Mr. ******* prior to his purchase.  He also declined the optional extended warranty that would have covered the transmission.  As a goodwill gesture, we are more than willing to have our service center inspect his vehicle at no charge and offer him a one time discounted repair.  We can also give him a quote on trading the vehicle in for a different car if he would like.  Thank you.
  
  

  Customer Answer

  Date: 04/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the vehicle has already been traded in and the information given to us was incomplete.  The cabin had mold and hidden water damage whereas the seller specifically stated "the only reason it's a rebuilt title is because it sat in a couple of inches of water that didn't even reach the floorboards."  This information was intentionally misleading, and the seller has been deliberately combative in our direct attempts to resolve the issue.  We're requesting a refund of the difference between the sale of the vehicle and trade-in value we received.
  
  
  
  Sincerely,
  
  
  
  Ashton *******

  Business Response

  Date: 04/28/2023

  Our response is still the same.  Thank you. 

• Initial Complaint

  Date:11/02/2022

  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.

  They talk you into a warranty by saying it just raises your monthly payment just a little but never tell you that it adds ******* to your loan and adds another year of payments. Then when you get your first bill and realize that it's what happened, they will charge you **% fee of the ******* of the warranty. **************************** They will not help you!!!!
  

  Business Response

  Date: 12/13/2022

  Business Response /* (1000, 5, 2022/11/04) */
  Hi, James, our extended warranties are completely optional, but we do highly recommend them because they end up being a very good value for our customers. All cars new and used are guaranteed to break down. It's just a matter of when and what. With today's modern repair costs, just several trips to have repair work done can easily exceed the cost of a warranty. You are welcome to cancel your warranty, if you no longer want it as well. Most customers like the peace of mind, knowing that they have a built-in warranty in their monthly payment so they do not have to come up with cash for any unforeseen repairs. Thank you.

• Initial Complaint

  Date:10/24/2022

  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.

  Internet car lot in ******************* charged $**** for auto prep. I purchased the vehicle but prior I paid for a car wash. The car was filthy. The two front turn signals didn't work. The interior was filthy. I asked for the car to be prepped and I was told that they only did prep in *****. Why would I be charged for prep when that service isn't available at the dealership?
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/25) */
  I'm sorry Daniel, but we don't charge $***** for prep at any dealership. We're happy to help you get your vehicle detailed and any repairs you might need done at a discounted goodwill rate however. Please contact us directly for assistance. Thank you.

• Initial Complaint

  Date:08/24/2022

  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.

  My wife purchased a car on 8/18/2022 from the Internet Car Lot. The driver that delivered the car from ***** to ** was the first person to point out to us that it had a significant amount of bad rust along the windshield and underneath the car. None of this rust damage had been disclosed to us by the dealer or in any of the paperwork. When I called the Internet Car Lot to discuss this issue with the salesman, Billy *****, the other salesman, Wyatt ***** refused to let me speak with him, said it was more of a service question. When I asked Wyatt how he would feel if he purchased a car with significant damage that wasn't disclosed, that came with a A+ Inspection report, he said that he personally would never purchase a car without test driving it first. Wow, that blew me away, even their own salespeople know better to buy a car from the company they represent. After I posted this complaint, someone from their company reached out to me, and offered to allow me to exchange the car with another car on their lot. So I looked through the 200+ cars they have in inventory, and 90% of them are listed with either hail damage or a Branded Title since they have been in a major accident. I asked the general manager, Ryan ****, if he had any cars that were in good condition. He recommended a ****************** that came with a 92 out of 94 rating. I had a friend of mine that manages a **** dealership run the ****** report, and sure enough the car they recommended had a major accident 9 months ago. So it is clear as day that every car on their lot has major issues. I left several messages with Ryan **** to discuss alternative solutions, but he would not return my calls. I would highly recommend that you buy a car anywhere else before considering buying a car from The Internet Car Lot in *****
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 5, 2022/08/24) */
  In regards to the complaint filed by Mr. *****, we posted over 40 pictures of the vehicle on our website taken in the natural light. We did not see an abnormal amount of rust on the vehicle. It is a ******* vehicle that is 9 years old and has seen salt so rust is probable. ****** only offers a 60 month factory warranty against corrosion and the vehicle has aged out of that warranty. As a goodwill guesture, we offered Mr. ***** to be able to exchange the vehicle for any other vehicle we have for sale that we own which is over 600 vehicles but he declined. We are more than happy to still honor our goodwill gesture until August 31st, 2022. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The pictures of the vehicle they posted did not show the rust around the windshield and beneath the car that is very evident to the naked eye. Nor did they mention the rust in the car's description. My wife asked the salesman, Billy ***** to look at the car one more time before finalizing the sale, to make sure the car was in good condition, and again he failed to mention the abnormal amount of rust. Typically we wouldn't buy a car unseen, ******************************************, and was trying to find my daughter a car to surprise my daughter for her **** birthday. Since I was out of town, she bought this car on good faith trusting the description of the vehicle and the word of the salesman. After my complaint, the manager did mention that we could exchange it. But when I viewed their inventory almost every vehicle either has hail damage or a branded title. When I asked the manager if they had any cars available that were in good condition, he recommended a ****************** that came with a 92 out of 94 rating. I had a friend of mine that manages a **** dealership run the ****** report, and sure enough the car they recommended had a major accident 9 months ago. So it is clear that this dealership specializes in reselling cars that have had issues. This was not buyer's remorse, I called the dealer once I first laid eyes on the vehicle. Again as I mentioned earlier, their delivery driver was the first person that mentioned the significant amount of rust damage, calling it "bad rust" that will lead to several problems down the road, as it was very evident at first sight. Since the dealership & salesman misled my wife, by selling us a car that clearly had damage that was not disclosed, I am asking for a full refund.
  
  
  Business Response /* (4000, 9, 2022/08/25) */
  Unfortunately we cannot offer a refund but we can offer a goodwill exchanged until August 31st 2022. We currently have 636 vehicles in stock to choose from. 100 or less of those vehicles have hail damage from the June storm but have been discounted accordingly. We currently have 143 vehicles in stock with clean titles to choose from. All of our vehicles qualify for optional nationwide extended warranties as well - even our branded title vehicles. We are more than happy to assist with searching our inventory if needed. Please contact us for assistance. Thank you.
  
  
  Consumer Response /* (4200, 11, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After the initial purchase, I asked for their assistance finding a replacement, clean vehicle, but after researching the vehicle the manager personally recommended because of its top rating, by running a ****** I discovered the car had gotten into a major accident where the airbag had been deployed just 9 months prior. I know that their dealership is privy to this information. I simply don't trust the salesmen or the cars that they refurbish. Both times I was misled, and I have tried calling them 5 times over the last couple days, and the manager refuses to call me back to offer assistance. After selling us a car with major rust issues without disclosing it, the only satisfactory outcome is a refund or to pay me the difference of what we are able to sell it for vs. what we paid.
  
  Also, I did tell the manager, that I would be willing to return the car for a refund minus $*****. I don't think this is fair, but am willing to do anything to comfort my wife, and to get my daughter a safe, reliable car.
  
  
  Business Response /* (4000, 16, 2022/08/26) */
  We can make an offer to buy the vehicle back pending an in person inspection but the offer would be more than a $***** deduction without trading/exchanging. If this is something you would like to pursue, please contact us to arrange an in person inspection for us to buy the vehicle back. Thank you.
  
  
  Consumer Response /* (4200, 18, 2022/08/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Since I live in **, I cannot drive to ***** without a set price. Since you sold me the vehicle you know what it is worth. I find it interesting that you don't want the vehicle back unless it is for a significant amount less. We have not been driving the vehicle so it's value would be the same as it was when you sold it.
  
  
  Business Response /* (4000, 20, 2022/08/29) */
  Please let us know how you would like to proceed. Thank you.
  
  
  Consumer Response /* (4200, 22, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I don't see a new response from the business. Since they misrepresented the condition of the vehicle, the only resolution that is acceptable to me, is a full refund. Their previous response about how they could buy the car back from me at a lessor amount, after they appraise it is comical. Of course they would give me much less than I paid after the appraisal, because they priced it much higher than what it was worth because of the damage they failed to disclose when originally selling it to my wife.
  
  
  Business Response /* (4000, 24, 2022/08/29) */
  We have provided two options we can do in this scenario. We can inspect the vehicle in person and make you a cash offer to purchase the car back from you or we can offer you an exchange with no restocking fee as a goodwill gesture. We would have to do the exchange no later than August 31st, 2022 to avoid charging you a restocking fee. Please let us know. Thank you.
  
  
  Consumer Response /* (4200, 26, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  So what you are proposing to me is: 1) I can exchange the damaged car you sold for another car that has a branded title, hail damage, or has recently been in an accident, or 2) I can drive 4 hours to ***** so that you can inspect the car you sold me 1 week ago, and offer me much less than I paid for it, because it has major rust damage that you didn't disclose? Like we have discussed in great length already, neither of those scenarios are acceptable. I am in the process of selling the car, and it looks like I am going to get approximately $** less than what I bought it for (and it would be much less if I wasn't buying another car from the dealership). So since you wouldn't offer me a refund, immediately after I viewed the damage upon delivery, I am now asking to be reimbursed for my $** loss. From our previous conversations, I am well aware you will not offer any sort of compensation for your misrepresentation, so I am cutting my losses, but I will continue to do my best to expose your dealership for what it is. Your actions are why the car industry gets a bad reputation. I will be filing a complaint with the Motor Vehicle Licensing Board.