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:09/27/2023

  Type:Delivery 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 signed and ***************************** at MAS signed an order agreement on June 17th 2022 for a MY 2022 **** Maverick. ****** told me that MAS offered price protection and would honor the vehicle price on my MY 22 Maverick order form when the order banks opened for MY ************************************************************************************************************************ base model cost. When the order banks reopened ****** submitted my MY 23 order on 22 September 2022 but did not include the estimated uplift on this order agreement stating that it would be added when we worked out final billing. When it came time to complete the purchase of the vehicle I was not provided the promised Uplift to offset the MY difference in cost. The base XLT Maverick in 2022 cost $22,260 and the base XLT Maverick on my 2023 agreement cost $24,355, a $2,095 difference.I completed the purchase after being assured by *********************** that the balance would be refunded once the adjustments could be made. I completed the wire transfer for the full transaction without the price-protected ammount on Mar 9th 2023 in order to secure the vehicle and avoid it being sold to a third party instead. Since that point I have tried repeatedly through email and phone calls to get resolution for the remaining uplift that I was promised without any success. MAS will go weeks or months without answering my emails and when I do get on the phone with them they always have a reason that they cannot act on this now. It has been 200 days since I completed my purchase and I am beyond frustrated with them at this point. I just got off the phone with them after holding for 30 minutes. I was told that I could not speak to a manager because they were not available even after making it clear I would remain on the line all day.I was promised MY 22 pricing for my order of a MY 23 **** Maverick and they have done everything they can to deny that, even though I have it in emails and in my order agreements.

  Business Response

  Date: 10/09/2023

  MAS is currently in touch with the customer.  Due to the fact that there are numerous Buyer's Offers in the system, the discount program did not exist in the software, and the sales representative entering the information manually, there is confusion regarding the discount and pricing.  Our local manager has been corresponding with the customer directly to resolve all issues.  MAS apologizes for any inconvenience that this has caused.  

   

• Initial Complaint

  Date:09/13/2023

  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.

  Purchased a 2022 Audi Q5 from Military Auto Source (MAS)/Overseas Military Sales Corporation on 15 AUG 23. Their website advertises delivery to all 50 ****** but was told they do not ship to ******. I was told I would need to ship it to ****** myself. On 18 AUG 23, I was told the vehicle was being loaded onto a truck to be delivered to Sunset Audi in ********* **. on 29 AUG 23 I asked the status of delivery of the vehicle (I was never provided a receipt/purchase paperwork or Bill of Lading to ship the vehicle) and was told would be delivered any day. On 5 SEP 23 I called Sunset Audi ********* and they told me the ship they had the paperwork to ship the vehicle and that the vehicle was not shipped and is still in **********. I contacted the salesperson at MAS and he told me the vehicle was delivered on 1 SEP 23. I told him the vehicle was not there and I wanted to refund. He responded saying he would get to the bottom of this and get back to me. He never got back to me and neither did the company. I called MAS in ******** on 5 SEP 23, 6 SEP 23, and 8 SEP 23 and was put on hold and disconnected every time. On 12 SEP 23, I finally talked to someone at MAS in ******** and asked for a refund again. The person asked what could be done to keep the purchase going, I said nothing and that I wanted a refund and was hung up on. I called back and spoke to another person at MAS (delivery coordinator) and asked for a refund and he said he was initiating one. I asked when that would be complete and when I would have my money returned (I am paying for an auto loan (required to pay in full by MAS) and no one has gotten back to me. I paid $500 for shipping and the salesperson told me it only cost $300 and I would receive the difference which I also never received. I can forward email conversations upon request.

  Business Response

  Date: 09/22/2023

  MAS extends its sincerest apologies for any frustration that the customer has experienced.  There were delays and complications with the vehicle transport arrangements.  Regarding the customer's accusations of being hung up on, our customer service representative never hung up on the customer.  The call was dropped during an extended hold.  MAS used this experience to train customer service representatives on how to address situations when customers are on extended holds.  Our department manager reached out to the customer in writing and also spoke directly to the customer.  We were able to address all of the customer's concerns and have come to an agreement to deliver the vehicle.  The customer's viewpoints are valued and appreciated.  MAS continuously uses customer feedback as opportunities to improve service.

• Initial Complaint

  Date:09/13/2023

  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.

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************************
  
  
  
   
  
  nge the values. Also, when making a purchase of over $40k USD, anyone would want an accurate reflection of the purchase. Finally, the week before our PCS we escalated to a supervisor who within two days was able to accurately provide us with proper and correct documentation. (Our fault for giving the sales rep the benefit of the doubt and not looping the supervisor in sooner)Finally, we arrived at our new duty station and have been waiting to hear when our new vehicle would be available for pickup. After calling MAS and the local dealer a couple of times, the dealer informed us that the ***** NEW vehicle we put a $10k down payment on was damaged during transport and that the rear bumper would need to be replaced.After speaking with the local dealer, we were told that MAS had to take care of the issue since they were only involved in handing us the vehicle (fair enough). We get a hold of our ************ coordinator who says she will loop in the manager/supervisor and for two days the supervisor has not contacted us, answered our calls, or made any attempt to reach out. At this point, we have been on the ground for 2.5 weeks without a vehicle and the local dealer said it can take another week or two for them to order the bumper and have it installed. All together have had a very poor experience met with nothing but complete unprofessionalism throughout.

  Business Response

  Date: 09/27/2023

  MAS extends its sincerest apologies for any frustration this matter has caused.  Our delivery coordinator and customer service representative have been working with the customer to address all issues and concerns.  All paperwork was reviewed for accuracy, and we were able to answer all of the customer's questions.  The damage to the vehicle's bumper was repaired and the customer took delivery of the vehicle on 9/18/2023.  The customer noticed some scratches on the vehicle during pickup and MAS offered compensation as a gesture of good faith.  
  

• Initial Complaint

  Date:09/01/2023

  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.

  In March 2023, I placed an order for a 2023 ****** Rogue via MAS for an August 2023 delivery in the **** Before the order was placed, I specifically asked and received assurance that I could have the car delivered to *****, but get it registered in ********. I wanted it delivered to *******, but was told to choose the closest location (***********), and that it would be no problem to update the delivery location later. I updated the online form to indicate again that I wanted it delivered to ******* and registered in VA and have emails where I also communicated this. I paid for the car in full on 25 July. When I received emails about delivery, I again raised how I'd been told I could get it delivered to *******. I was then told that because it had already shipped, it was too late to change the location (despite me asking about the correct location from the beginning and being assured it would be no problem), but that I could pay for a one way transfer. I agreed to this and paid $375 for this transfer on 9 August. By 18 August and despite several communication attempts to the delivery coordinator, I had not received an update. On 23 August I was informed that they would be unable to get the car to *******. I responded that I would then come to ***********, but needed the $375 refunded. On 29 August I reached out again for a POC and details as I had received no response and was informed that I could pick up the car on the 31st, but that the dealership could not provide registration, despite the buyer's offer stating VA as the registration. After being given non workable temporary options, I advised that I either wanted the car shipped to VA to be registered or I want a full refund. I have yet to receive a reply. I have now paid for and insured a vehicle that I do not have and cannot be properly registered, despite assurances to the contrary. I have also not been refunded the $375 for the transfer that did not happen.

  Business Response

  Date: 09/15/2023

  MAS has been diligently working to resolve all issues and concerns.  The vehicle move to VA has been scheduled.  The move cost is $1,296, which is the customer's responsibility.  MAS has agreed to pay for 50% of the move cost.  We do not have an estimated time of arrival for the vehicle yet, but we will do our best to keep the customer informed.  Due to the change of delivery location, registration issues in **, and the difficulty of finding proper transportation for the vehicle, we have experienced delays.  MAS will continue to work with the customer regarding moves costs and the $375 refund.  

• Initial Complaint

  Date:08/16/2023

  Type:Delivery 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.

  Military Auto Source has on multiple occasions refused to provide tracking information for the vehicle that I ordered. They have also frequently changed the delivery date. My lender has stated that I must provide the title for the vehicle ordered or face an increase in interest rate; they are willing to consider an extension if I can provide proof of a delivery date but the window Military Auto Source has provided is not considered to be an acceptable delivery window. I have attempted to contact the manufacturer (*****) for tracking information and ***** has stated that Military Auto Source should have provided tracking information and that they are the only ones who can since they made the order.While attempting to get this information, I have been misled, calls haven't been returned and left on hold only to be hung up on.I would like the tracking information for the ***** system and I would like to receive my vehicle.

  Business Response

  Date: 08/22/2023

  Military Autosource is happy to report that the vehicle has been delivered to the customer.  The delivery date is dependent upon the dealership and shipping company.  We tried our best to communicate information to the customer as quickly as possible.

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car in July and paid in full. I purchased an existing car, not a production order, to ensure it would be there when I arrived from overseas. It is at the delivery dealership but they wont release it because it is under a safety recall. The recall wont be resolved until next quarter. I have no transportation. I need a replacement car or an immediate refund. The delivery coordinator does not answer his phone. The online chat exchange resulted I a ticket being opened, ****, but so far no response. I need a real person to help me and I need it now. Communication with this company is the absolute worst.

  Business Response

  Date: 08/22/2023

  Military Autosource sincerely apologizes for the delay in delivering the vehicle.  The manufacturer is holding the vehicle until the safety recall can be addressed.  Parts are unavailable at this time.  The customer has requested to cancel his order.  A deposit refund will be credited back to the customer's credit card.

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing the vehicle financing with International auto source..upon collecting the vehicle from pick up location.I notice issues with the vehicle I received,I voiced I was not satisfied with the car via email. And the dealer refuse to respond until two days after. All transactions was done online,even registration of the car..I never saw the product at hand. Now they are saying I cannot return it. Or change my mind since is registered on my name..and I already agree to the feature..yet the vehicle have manufacturers defect with the interior..Vehicle VIN #*****************

  Business Response

  Date: 08/03/2023

  IAS delivered the vehicle in accordance with the terms and conditions of the contract.  There were no damages, missing equipment, or anything wrong with the vehicle.  The customer could have refused to take the vehicle at delivery, but chose to accept and register the vehicle.  IAS has refused to take the vehicle back.

   

• Initial Complaint

  Date:07/24/2023

  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.

  We utilized the *** auto source buying program located on ****** Airbase in ******* *****. We had a very quick PCS, so we were looking for a car that can ship sooner than later. The customer service associate we worked with, *********************, gave us options of cars that would be to our PCS location of **************** before we got there, and ensured us we would be able to have it delivered to us any date we picked because it was already sitting there waiting to be shipped (his words) In the time at the desk with him he continually showed us options that were not available for our car, we had to keep checking back because we would see them not listed on the paperwork after shown to us. In the end we got the only model available, a 2022, and in the last color available and the only car that would be there as soon as we got there, the whole reason we settled on that car. He also told us only the 2022s got the 0%interest through **** which we realized once we got stateside is not true. He repeatedly sent us other peoples contracts via email and we had to tell him it wasnt ours. (With their personal info fully filled out) He assured us once we sent the paperwork the car would be shipped. (To our residence, not a dealership) We did that asap, and then for the last month have had the most challenging process of trying to find the car, find out where the car was, find out why they didnt know where the car was, and why it had not shipped yet. Our new stateside coordinator, *************************, has sent us constant emails that did not pertain to us, telling us things like we owe ***** or the car wont ship. then when we call to find out how to pay it and why that is holding up our car when we thought it shipped, she would say it wasnt anything we needed to deal with. -unprofessional, stressful and misleading all while we are living in a rental car that we kept having to extend) We also get constant emails that say it could take up to 30 more days for our car to come, then call, then be told they dont know where our car is, or that it should be there in two weeks I cant even begin to tell you how confusing and ridiculous this has been. Having to rent a car for 4 weeks to get By during this time, have them charge us a dealer feel for pick up when they said we wouldnt pay any fee for pick up unreal.

  Business Response

  Date: 08/03/2023

  MAS apologizes for any inconvenience caused by the delays.  We rely on carriers as well as dealerships to coordinate deliveries.  Our delivery coordinator corresponded with the customer on 7/5/2023 and remained in contact with the customer until the vehicle was delivered on 7/22/2023.  The delays were beyond our control but we kept the customer informed the best we could.  As a good will gesture, MAS gave the customer $600 for their inconvenience.

  Furthermore, MAS reviewed the process and communication surrounding this deal.  Improvements will be made going forward.

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

  Business Response

  Date: 08/03/2023

  MAS apologizes for any inconvenience the customer may have experienced.  The order was cancelled, and a refund check was mailed on 7/26/2023.

• Initial Complaint

  Date:04/04/2023

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I understand that obtaining the loan was my personal business decision but I believe the reason why so much interest was accumulated was beyond my control and due to actions by MAS: 
  
  
  *I have text messages and e-mails from MAS staff to support the timeline below, please let me know if you need copies.
  
  
  1. 8 Feb: Received an e-mail from *********************** (original sales agent) stating that my vehicle is being delivered well ahead of schedule and MAS needs my full payment ASAP. He states that I could have the vehicle by the end of the month at the current pace. 
  
  
  2. 15 Feb: ****** confirms loan documents have been received by MAS. He once again states that my car should arrive within a week or two.
  
  
  3. 3 March: *********************** (Delivery Coordinator) reaches out and lets me know that the vehicle has arrived at the dealership even though the **** official tracker had it at the dealership for over a week now and this was also confirmed by my local dealership. He tells me all paperwork should be in by Monday, 6 March, and asks what days I'm available next week to pick up the vehicle.
  
  
  4. 6 March: ***** does NOT respond to my availability and asks if I'm available to pick up Tuesday or Wednesday (7-8 March). I let him know Tuesday works best and take time off work. 
  
  
  5. 7 March: ***** again does NOT respond to emails and I miss an entire day of work and no update on delivery. 
  
  
  6. 7-8 March: Multiple emails with ***** in which he asks for more time, more details, and more time. Of note, I had also taken Wednesday off work based on his prediction for delivery. 
  
  
  7. 9 March: Still no news from ***** about delivery. I call USAA to ask if they can pause interest accumulation on a loan and they provide me with options including canceling my loan. No response from ***** after multiple phone calls. I make the decision to cancel due to almost 4 weeks of interest accrual WITHOUT delivery and very scattered and incorrect updates. I kindly ask ***** to cancel my order effective immediately and once again received NO response about confirming my cancellation.
  
  
  8. 15 March: ***** confirms he's working on the cancellation with the cancellation department. 
  
  
  9. 27 March: TWO weeks after requesting immediate cancellation, I was finally told the refund check was mailed to my lender. This is almost 6 weeks of interest accrual. 
  
  
  As a servicemember, I lost two days of work, almost $1,500 (initial deposit + interest accrual), and countless stressful hours trying to communicate with anyone from MAS. I don't even mention the 4 or 5 service tickets I opened through the 24/7 number that went completely unanswered. 
  
  
  I believe the lack of communication and lack of a transparent process should result in receiving both my initial deposit and accrued interest.
  

   

  *************************
  
  
  
  
   
  lways along the lines of promises of an upcoming delivery with no action take. I even called the local dealership to ask for an update and they made it very clear that they were waiting on action from MAS. Following the cancelation, MAS took another 2-3 weeks to refund payment without explanation for the delay. As a result, I accrued over 5 weeks of interest for a vehicle I never took delivery of. *** refused to acknowledge their lack of action and insisted that they would not be paying for the interest accrual. This is a company that prides itself on helping service member and in this case they have caused undue stress, uncertainty and financial burden on a service member.

  Business Response

  Date: 04/12/2023

  According to records, the customer's vehicle was delivered early and arrived at the dealership on 3/3/23.  Military Autosource (MAS) advised the customer of the early delivery and, also informed the customer that the vehicle had to be inspected and prepared for delivery.  The customer stated that he would be available to pick up the vehicle on 3/6/23 or sooner.  On 3/6/23, MAS advised the customer that paperwork for the vehicle had just arrived to the dealership and the vehicle would not be available for pickup.  Customer responded that 3/8/23 would be better for him to pick up the vehicle.  On 3/8/23, MAS advised the customer that the vehicle was being inspected and prepared for pickup.  Also, MAS asked the customer for registration and insurance information.  On 3/9/23, the customer advised that he wanted to cancel his order.  

  MAS fulfilled its contractual obligations and delivered the vehicle on time.  The delivery coordinator communicated updates to the customer as necessary.  The customer chose to cancel his order.  Per the terms and conditions of the contract, forfeiture was held.  The customer made a business decision to obtain a loan.  MAS is not liable for interest paid.  

  Thousands of military members worldwide have placed their trust in MAS and purchased a vehicle.  An overwhelming majority have walked away satisfied with their experience.  It is unfortunate that this customer did not share the same experience.  
  

  Customer Answer

  Date: 05/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Do best communication efforts include over 4 tickets submitted to the *** 24/7 line that were unanswered? Do they include multiple unanswered calls to the delivery coordinator that were never answered? Do they include emails to the delivery coordinator that went unanswered for a day or two during the critical delivery window? Id be happy to provide call logs and emails for all unanswered correspondence with ***. This lack of transparency and communication for such a substantial investment is unacceptable and let me to cancel my delivery. Im kindly requesting a refund of my deposit and accrued interest for your lack of effort and communication. 

   

  *************************
  
  
  
  
   
  

  Business Response

  Date: 05/12/2023

  Trouble tickets are routed through various departments and all may have not reached the delivery coordinator.  The delivery coordinator made best efforts to communicate with the customer and was transparent about the delivery and the dealership.  The dealership did not provide daily updates, so the customer did not get updates on a daily basis.  Whenever updated information was received, the delivery coordinator passed it along to the customer.  The vehicle was delivered in accordance with the terms and conditions of the contract. The customer cancelled the order and forfeiture was held in accordance with the contract.  MAS is not liable for accrued interest.