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:01/10/2025

  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 bought a truck from them online and they lied about the mileage
  When it was delivered it had over 6000 miles more than was advertised.
  All of our paperwork is messed up for warranty and they keep telling me that they are sending me out a 2nd fob . Every time I contact Kyle the business manager he lies to me. Saying they want me to be happy and he will take care of everything. Then does nothing. I would like an investigation done on them and this fraud , I just paid for 6000 miles that I will never enjoy and they don’t care at all !

  

  Business Response

  Date: 01/14/2025

  Response to BBB Complaint: ******** After multiple discussions with **** and ******* *****, we are pleased to report that an agreement has been reached to address their concerns. Regarding the key fob, our manager initially arranged for the original key fob to be mailed to the *****s; however, it was not received. To resolve this, we are sending a replacement key fob with tracking information and have also agreed to cover the programming cost to ensure it functions properly with their vehicle. In reference to the mileage error on the Extended Service Contract, the issue has been corrected, and the updated documentation has been provided to the *****s. A copy of the corrected contract is also included for your review. Lastly, we acknowledge the mistake in the online advertisement listing the vehicle’s mileage as 23,000. This was an oversight on our part, and we understand the importance of accuracy in such details. We regret this error and are taking steps to improve our processes to prevent similar issues in the future.We appreciate the opportunity to resolve these matters and value the *****s’ patience and understanding. Bridgeland Auto Brokers remains committed to ensuring customer satisfaction and addressing any concerns promptly. Warm regards, Kelly W******Service Administrator

• Initial Complaint

  Date:11/07/2024

  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.

  Since i purchased the car within the first month my car was not getting up to speed and my engine light started flashing, i needed new spark plugs. a few months later my brakes started making a really bad sound and need to be replaced. recently during the summer my ac broke. i took it in and they fixed it, a couple weeks later it broke again. i had also gotten an oil change and the next day my engine light was on and it read as catalytic converter. i had my boyfriends brother read the code and then he checked my oil and there was no oil in there, a day later after my oil change. since they “fixed” it and changed my oil my engine light comes on and off a lot, when i pressed on the gas it’d make a hissing sound. my wheel started to shake when braking and my ac was shooting out hot air and making a hissing sound. i called to make an appointment and pointed out that my car wouldn’t lock from my key and only from the inside, my key was getting stuck in the ignition and they told me to call them when it was serious. so i took my car in to get it looked at again they said my ac was better than normal and it was fine. they cleared the $70 charge for looking at my brakes with me but then i had to pay $150 because they charged me to look at my engine light. they said i needed new brakes, rotors, and my back needed to be adjusted, and everything else was fine. tuesday my key got stuck in my ignition for 5 hours and the car wouldn’t turn off. today, thursday the whole right side of my wheel the buttons completely stoped working. my engine light still comes on and off randomly and my tire pressure light has been on since i bought this car and nothing i did could turn it off. i also have problems with my touchscreen display like it will start glitching and pressing random things, it won’t let me press things at times also. when my car is on i also noticed that my front end of the car makes a loud clacking noise. when turning my car makes a skirt noise. etc.

  Customer Answer

  Date: 11/09/2024

  i bought the car january 8th 2024. it had about 70k - 75k miles when purchased. the warranty expires 90-120 days after purchase. i have the papers but they are misplaced at the moment. 

  

  Business Response

  Date: 11/14/2024

   Bridgeland Auto Brokers Response to BBB Complaint Filed by Miss ****** ******* Miss ****** ******* purchased a 2016 ***** **** from Bridgeland Auto Brokers on January 6, 2024, with 70,947 miles on the odometer. Her first service visit was on January 24, 2024, where she reported some concerns, which we promptly addressed. The necessary repairs, including a new ignition coil and spark plugs, were completed at no cost to Miss ******* under our 60-day warranty. Her next visit was on February 27, 2024, when she reported a grinding noise from her brakes. By that time, she had driven an additional 4,520 miles in a short period, resulting in worn brake pads and rotors, which needed replacement. Since brake components are classified as wear items and not covered by warranty, this service was not eligible for warranty coverage. On July 5, 2024, Miss ******* returned with her vehicle now at 84,020 miles—a significant increase in mileage within six months. Our technician diagnosed an A/C issue due to a condenser leak, which we promptly repaired. Additionally, the vehicle needed an oil change, as it had accumulated considerable mileage since her purchase, and the oil level was notably low. This was her first oil change since the purchase, and it was overdue according to the manufacturer’s recommendation. Miss ******* returned on September 26, 2024, with her vehicle now at 88,543 miles, concerned again about the A/C system. After inspection, our technician found the A/C system functioning correctly, with a vent output of 39 degrees and no detectable leaks. We also observed that her brakes were again in need of replacement, which was likely due to both her high mileage and driving habits. We appreciate that Miss ******* wisely purchased an Extended Warranty with us; however, it’s important to note that the warranty does not cover wear-and-tear items such as brakes and oil changes. Bridgeland Auto Brokers welcomes Miss ******* back to our Service Department at any time to utilize her warranty, or she may visit a mechanic of her choice. The issues raised in her complaint relate to routine maintenance items, which are the responsibility of the vehicle owner. 

  Customer Answer

  Date: 11/17/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    
  I am writing about my 2016 ***** ****. I have had called to report that my key has been stuck in the ignition a few different times. I was told to call back if it became an issue. I believe it being stuck one time is an issue then for it to become stuck multiple times resorting in me having to call roadside assistantance to come and help me is a big issue. Now the right side of my steering column is not working at all! I have called regarding that and again was told to call when it becomes an issue. It is an issue! I would like to know why I am told to call when something happens but to call back if it happens again.  
  
  Regards, 
  
  ****** *******

  

  Business Response

  Date: 11/18/2024

  We would like to welcome Miss ******* in to schedule a service appointment at her convenience. Please note that while we will assess the issues with your vehicle, we cannot guarantee that your warranty will cover the repairs. The vehicle will need to be diagnosed first, and we will then contact your warranty provider for confirmation. If the issue is not covered by your warranty, you will be responsible for the diagnostic fee of $140.00. For us to move forward we will need to have your vehicle brought into our shop so we can resolve this issue. If Miss ******* would rather take it to another Service Department she can, she will just need to make sure they accept the warranty. I do know most of our local dealerships do. If she needs help making the appointment she can contact me directly at ************ ext. ***. Kelly W******

  Customer Answer

  Date: 11/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  
  I already paid $150 for them to look at my car, why would i go pay another $140 for them to come up with the same problems. which was the only  problems that were my responsibility. yesterday november 18th my battery completely died and i had to replace it. which this did resolve  a few of the electrical issues. It won’t allow me to add the images but i have the papers from when i paid for them to look at my car and pictures of the battery receipt  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:07/31/2024

  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.

  Bought a van 6/14/24 on 6/15/24 the shifter stopped working and check engine light came on. Since then I had brought this van back 5 times. The first time they replaced the shifter. The next 4 times they didn’t know what was wrong besides 57 codes popped up one day and gone the next. Now I’ve been without a car AGAIN since 7/15/24. They are saying they have to bring it to a factory dealership and can’t get it in until 8/12. I went 18 days with no car rental(finally pushed for one) had it for 7 days and the GM said he could either pay for my 1st month payment Or The car rental but not both.on 7/24 was told to pick car up because they couldn’t get it to duplicate the issue. Drove it for 15 minutes down the street and all the lights started popping up on the dash and the steering wheel locked. I had all my 3 kids in the car!! Brought it right back and no apology nothing from GM. Service manager didn’t even know the shifter was replaced a month ago. I brought the rental back that day for my car payment to be paid. Payment was due 7/29. Today is 7/31 and he has still not paid it. And the car is still in the shop at this time.

  Customer Answer

  Date: 08/21/2024

  Hi I picked the ********** up yesterday 8/20. Fingers crossed I won’t have any further issues. Thanks so much for your help. 

  Customer Answer

  Date: 10/21/2024

  Problem:I filed a complaint in August about the ******** ******** that was sold to me in June and had nonstop issues. After breaking down on the highway with my children the GM finally bought back the van and got me into a **********. Because it was after the 30 days (because he insisted on “getting it fixed” I had to redo my credit application and find a co signer. My car payment went up to $600 because of this. On 8/14 I got the **********. Next day find out it’s leaking transmission fluid. Long story short it was almost an exact repeat of events I’ve been going through since June all over again in September/October. (I have all the dates and more information I can provide if needed but think I will run out of room)They’ve “fixed” the leak twice now(my driveway is completely ruined from the leaks all over) and then 9/21 they call to tell me I need a new transmission. This will be the cars THIRD transmission. Two weeks go by and the service manager is telling me lies about why it’s not done yet after telling me he was “advised” it would be done the week prior; but yet no one called to update me THAT THE PART WASNT EVEN IN YET. Got caught in that lie red handed. Finally after another week they put the new transmission in. Two days later after picking it up; I break down on the side of the road AGAIN with my kid in the car. I’m running out of room but this is the short version. I am completely done with Bridgeland and have filed with the Attorney General’s office and DMV complaint as well. I want a full refund, my $5,000 deposit I put down in June. The first car rental I was given the check engine light came on 3 hours after picking it up. The second rental I was given on 9/18 I noticed on 10/9 that the registration expired in September 2024. This place is a lost cause and I want a full refund and never do business with them again. Side note they’ve had my car all weekend with the GM driving it and I have not heard a word as of Monday on what’s going on. Desired Resolution / Outcome Desired Resolution: Refund

  

  Business Response

  Date: 10/22/2024

  Hi Kevin, We have addressed all of the issues she raised with both vehicles. Ms. ***** informed us that the transmission had fallen out of her vehicle, and we immediately arranged for it to be picked up from her home. After thoroughly inspecting the vehicle at our repair facility, no issues were found. To ensure it was operating properly, my GM drove the vehicle over the weekend before returning it to her. Additionally, we made her first payment and resolved all the concerns she had communicated to us.I see that she is now requesting her deposit back, which is unrelated to the matters at hand. The deposit was required as part of the financing agreement with the bank, given the limits on how much could be financed based on her circumstances.Since Ms. ***** has now involved the Attorney General and the DMV, I have been instructed to hold off on further action until their investigations are complete. It’s unfortunate that she didn’t communicate her frustrations directly with us, as this situation feels unexpected. Ms. ***** is out of her 30 day warranty with us but she did purchase an extended warranty if any other issues arise which was a good decision on her part. For now, we’ll await the outcome of the investigations before taking any further steps. Please let me know how you think we should respond in the meantime. Best regards, Kelly W******

  Customer Answer

  Date: 10/23/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. It is very unfortunate after dealing with issues with not ONE but TWO different vehicles since June 2024 and having issue nonstop with both. Bridgeland made a $500 payment in August for the ******** they had for a month; my **********(2nd car) they have had from 9/17-10/18 should have been paid as well; but I will just leave it here and let the attorney general handle it. I have a very strong case especially since I’ve spoken to numerous ex employees that have loads of stories to tell about this fraudulent place. Thank you so much for your time and help Kevin. Ms. W******* must not have all the details as it’s not surprising from this place. I mean even the tow truck driver had a bunch to say about this unprofessional business that takes advantage of their customers. I look forward to seeing them in a court room.  
  
  Regards, 
  
  ******* *****

• Initial Complaint

  Date:07/28/2024

  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.

  Birdland auto took my vehicle for repairs last week. I scheduled a date, dropped it off and was told that the service cannot be completed until the next day after making a schedule appointment I reached out to the manager of the business. He reassured me that my vehicle will be fixed the next day with no problems. The next day my vehicle was picked up for me at work at 11 AM and was returned back to me at 5 PM same day vehicle still makes the same exact noises that they were supposed to fix. I reach back out to the service manager and haven’t heard anything back. Also also during my drop off we got a ride from Driver, he agreed to take us to ********’s, which is really nice while getting back in the vehicle. The driver was on speakerphone with his manager. That stated that we don’t f******* rise. Who the f**** do he think we are? I had my four year-old son in the vehicle customer service is the worst. I was charged for a service that wasn’t provided car still making same noise

  

  Business Response

  Date: 08/16/2024

  I spoke with Mr. Mike and apologized to him. We brought his vehicle in to correct his issues and also provided him with a loaner vehicle. We also reprimand our employee and provided them with extra training.

• Initial Complaint

  Date:06/02/2024

  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.

  We purchased a 2021 ***** *** in April of 2024. When we got the vehicle home the wiper fluid refill light came on and it has a headlight malfunction light on. When adding fluid we noticed the reservoir was completely shattered.
  
  I spent my next 2 days off during the week trying to get it resolved. They did fix the reservoir but could not figure out the headlight malfunction and to told me I needed to take it to the ***** Dealership. After taking another day to take it to ***** they determine the left headlamp assembly needed to be replaced and quoted $2300.00 and stated it needed to be replaced with an OEM part. Bridgeland did not like the quote and said they would get the part and fix it. After being told they were ordering an OEM part it was discovered the got aftermarket to save money and upon install they cracked the fender and it was not securely fastened. I asked if they thought it was acceptable and the Service manager went on to tell me it's a used car what do you expect? I showed him a picture and he did not care.
  After bringing it up with the GM Kyle he offered to do a trade. I texted him to make sure we would not be on the hook for the interest on the original loan and said No we wouldn't. Upon trade it was found that they Snuck in the over 7,000 dollars from the original loan plus interest into the price of the new car.
  
  I have multiple text messages confirming everything and all the lies that were told to us during this very frustrating experience
  
  There is more but I do not have the space to continue.

  

  Business Response

  Date: 06/03/2024

  BBB spoke to Kyle at the business and the following was relayed:

  I spoke with the customer and explained the numbers and papership questions. The issue was a misunderstanding of the numbers.

   

   

• Initial Complaint

  Date:05/14/2024

  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.

  In January 2024 bought a 2021 *** ****. April 2024 90 days after buying the truck have to replace the rack and pinion. Took truck back to Bridgeland Auto and talked to them about replacing the part. They only offered 15% off the work. This is something they should of found during the NYS inspection. I only put around 3000 miles on the truck at that time. I also filed a complement with the NYS DMV safety Division.

  

  Business Response

  Date: 05/30/2024

  BBB spoke to an administrator at the business and the following was relayed:  An extended coverage was offered at the time of sale, but customer declined.  The NYS Inspection was done back in January, about 5 months ago now and about 3,000 miles ago.  Nothing was found at that time.  The period of obligation for us to cover any repairs has expired, however as a good faith gesture of goodwill, we are still willing to offer a discount on the work if he'd like.  Please have him contact us directly to discuss this if he'd like, we'd be happy to work with him on a discount but we cannot cover the cost of a repair that is needed months and thousands of miles after a sale, with no extended coverage elected.  Thank you.  

• Initial Complaint

  Date:03/26/2024

  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.

  I went to ***** **** first their other related dealership where the ******** **** was on inventory, we was not approved because of income as girlfriend switched, a day later get a call from Bridgeland the "mother" dealership and they say they can get us in their with no problem, idk why they included the income like they did at ***** ****. So we go their and they pull up application from ***** **** and then redid a new application with info with our income and they took few days and got back to us with approval, when we was not approved yet and bank didnt even purchase yet, we have requested are money and return are traded in vehicle back to sense day after our purchase and denied.

  

  Business Response

  Date: 05/07/2024

  BBB spoke to an administrator at the business and the following was relayed: We have resolved this matter with this customer, we took the car back and got the customer into a different vehicle.  Thank you.