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:09/13/2022

  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 2022 **** Explorer from MAS as a part of my military relocation from ******* to ************. The vehicle was supposed to be delivered 23 Aug. my correspondence with the sales representative in ******* about the delay concluded with him being rude. I then contacted the companys ** office where they promised regular updates. Unless I contact them I get nothing. Ive been paying for a rental car for my family and I for long enough, need results MAS or I want a full refund and full rental car compensation!

  Business Response

  Date: 09/19/2022

  We continue to be impacted by industry shortages which is causing delays in delivering vehicles to customers.  This vehicle is with the manufacturer and has not been released to MAS.  However, the routing information has been released and the vehicle is currently in *******.  Since the vehicle has not been released to us, we are unable to give an estimated time of delivery.  We apologize for the sales representative in ******* and his behavior.  The manager in our ** office has been made aware of this situation and will ensure that the customer is provided weekly updates.  Again, we apologize for any inconveniences.  This is beyond our control and we are doing the best we can to keep customers updated on their vehicles.   

• Initial Complaint

  Date:09/07/2022

  Type:Delivery 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.

  Started the process to purchase a 2022 RAM **** Mega Cab, order #********** on 13 November 2021 with ***************************, a sales representative at *************. ******************** wanted a $2500 deposit, which I refused as my buyers offer was not correct. After a few days, he told me that a $500 deposit was sufficient. On December 23rd 2021, I signed the initial, incorrect, buyers offer and put down the $500 deposit. It was not until 21 January 2022 that we got a corrected buyers offer. Followed up on 10 Feb, 2 Mar and 8 March with no response until 10 Mar when he told me there were no updates and to wait for an email. 11 Mar I asked him when to expect an email which he did not respond to until 17 Mar when he said he wouldn't be able to estimate until the truck is built. 7 Apr, I received a "cookie cutter" email from ******************** that an ********************* would be my delivery coordinator. On 10 Apr I sent ****************** an email, no reply, 14 Apr I followed up, and no reply. 27 Apr, I followed up, no reply. I called the customer service line several times, and was told I would get an email/call back, which I never did. 10 May *****************************, notifying me that he would be my new delivery coordinator by email. After asking several times I received my Order Acceptance on 23 June with a delivery date of 17 August. Followed up 21 July by email and phone several times until 8 Aug with no reply at all. 8 August I called the ** office and spoke with *********************** who told me the vehicle was at the production plant and they had no idea when it would ship. I've been calling weekly for updates, I won't get one otherwise, and now they have stopped answering, sending calls directly to voice mail with no replies. I also sent a complaint to ************************************** no reply. I understand the shipping delays because of "supply chain" but please provide communications, and a timeline of some kind. I have never had to work so hard to do business with a company, and worst customer service I've seen.

  Business Response

  Date: 09/13/2022

  We sincerely apologize for the delays and lack of communication.  Going forward, a delivery coordinator will be providing weekly updates.  If there are no updates, the delivery coordinator will advise accordingly.  As of September 9, the vehicle is in ******.  This has been escalated to the manufacturer.  The manufacturer will advise when the vehicle will be shipped.

   

  Customer Answer

  Date: 09/17/2022

  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 have been promised communication from the delivery coordinators, many, many times, and have not heard anything since the business responded to this complaint. I will say it plainly, I wont believe it until I see it. I have gotten no information about delivery and this is causing great inconvenience to me and my family. I was offered a few hundred dollars a month ago when I called them but the delivery is now a full month late and $500 wouldnt even scratch the cost of rentals, so we have chosen to go without. 

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

  
  
  
  
   
  

  Business Response

  Date: 10/04/2022

  The delivery coordinator is currently engaged with the customer and providing updates.  Our goal is to provide the customer with weekly updates and we will strive to maintain contact.  We acknowledge that one email does not fix this issue.  The customer must understand that this is beyond our control and we must rely on the manufacturer to provide status updates.  MAS vehicles cannot be tracked via the "Ram Brand Vehicle Order Tracking System", we are the best source to track the vehicle.  

  Customer Answer

  Date: 10/04/2022

  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 and the matter has been resolved.

  MAS has stepped up their communicates with me, which is the minimum I ask. They said the reached out to the manufacturer 2 weeks ago with apparently no reply. I will continue to wait and hope MAS escalated appropriately.

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

  
  

• Initial Complaint

  Date:09/07/2022

  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.

  In Feb 2022 in Okinawa, *****, I bought a 2022 **** Bronco Sport from Military Autosource, with guaranteed delivery date of 01 Aug 2022. I paid a $15,000 down payment and financed $16,000 through Navy ********************* The communication about the status of the order was lacking throughout the process. As the date neared communication was even less, requiring us to reach out multiple times for information. The date we were told to expect the vehicle was 01 Aug, then 15 Aug, then a call saying it was arriving 19 Aug (with no further follow up when that date came and went). Then an email after we reached out saying "***** Aug," then again no further follow up when that date came and went. I requested to cancel the contract for non-delivery of goods on 28 Aug. The original salesman called to inquire about details, but no other contact was made until we reached out again on 29 Aug. We were told the request would 'need to be processed' and then no further news. The car magically arrived to the dealer on 30 Aug. We arranged to pick it up the next week, and were then told by the dealer that paperwork was missing from MAS that the dealer needed to release the car. When MAS was contacted, the response was the paperwork needs to be reprocessed and sent to the dealer with no ETA given. This seems like a bait and switch, ***'s own paperwork given to us says the guaranteed delivery date is 01 Aug. I've tried to be patient given the current market circumstance, but their lack of communication, continued failure to deliver as promised, and magical appearance of our vehicle after I want to cancel, but oops, I can't actually get the vehicle yet because of an issue on their end, is suspicious for purposeful deceit. I have been making payments on this car since I want the contract cancelled and my money refunded for lack of delivery of goods.

  Business Response

  Date: 09/07/2022

  Due to market conditions, there were several delays in delivering the vehicle to the customer.  When the vehicle finally arrived at the dealership, the paperwork was missing.  We were in the process of re-issuing the paperwork, but the customer decided to cancel.  The cancellation is being processed.  Customer funds will be returned via ACH and a check will be mailed to NFCU.  

  Customer Answer

  Date: 09/09/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  We ordered a vehicle through Military Auto Source in February 2022. The date of delivery on our invoice was August 3, 2022. That time came and went and it still does not show that our vehicle will be delivered on time. Every time I call the customer service line, I am told it will be escalated and someone will contact me in ***** hours and no one does. I emailed a complaint to the complaint department. Even our delivery coordinator does not have correct information and stopped returning our calls or emails. I need to arrange the sale of my current vehicle in conjunction with delivery of the new vehicle but no one can give me answers. I have wasted hours on hold waiting for someone to pick up only to be told my complaint will be escalated and we never hear back.

  Business Response

  Date: 09/01/2022

  The complainant's name does not appear in our system.  Please provide the order number (starts with ****) or vehicle VIN.  

  Customer Answer

  Date: 09/02/2022

  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:

   

   My customer number is **********. Its frustrating to me because I can be on hold for over 2 hours with the toll free number and they have more information about my delivery date than our delivery coordinator. Also, there have been escalations put in for delivery of our vehicle and there has been no response from anyone  

   

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

  
  
  
  
   
  

  Business Response

  Date: 12/06/2022

  During these unprecedented times, MAS continues to be at the mercy of the manufacturer and their shipping schedules.  The delays are beyond our control, but we are trying to keep customers updated and aware of any changes to their order.  The customer was never promised $750 per month for rental reimbursements.  If the customer has this claim in writing, please forward to MAS.  As early as 7/27/2022, the customer was advised in writing that $750 would be provided upon delivery of the vehicle.  Our Client Relations Manager advised on 11/18/2022, that this amount was increased to $1,000.  Please note that per the terms and conditions of the Buyer's Offer which the customer signed on 2/25/2022, when the delay of delivering the vehicle is beyond our control, MAS is not responsible for the late delivery.  We are not obligated to pay anything for the late delivery, however, we are providing the $1,000 as a good will gesture.  

  The vehicle finally delivered.  The customer advised that everything went well with the delivery.  MAS is processing the $1,000 payment via ACH to the customer bank account.

  During normal times, MAS guarantees the delivery date when shipments are within our control.  However, during these times when delays are beyond our control,MAS has removed such guarantees.  This language no longer appears on our Buyer's offer or Order Acceptance. 
  

  
  On behalf of our entire MAS team, we extend sincere apologies for any frustration we may have caused. 

  Customer Answer

  Date: 12/07/2022

  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 still don't accept this response. We never received any communication from a supervisor. This company does not honor what they promise over the phone. Emails often go days (or sometimes over a week) to be answered. I want everyone to know how much customer service is lacking with this company. Even when we picked up our vehicle from the dealership, they mentioned how other people feel the exact same way that we do and will never go through them again. The lies, deceit, and hassle that we dealt with for 10 months is not worth the savings that they provide. 

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

  
  
  
  
   
  

• Initial Complaint

  Date:08/01/2022

  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.

  In April 2022, I utilized Military autosource services in *****, on base at Command *************************. I used services to find a car, that was to be paid for and delivered officially September 2022. My customer service number is **********. The auto is a **** Escape SE Hybrid 2022. I paid a deposit of $500 for reserving the car.I returned to ***************** April 27, 2022. I reached out to sales representative in May 2022, asking about the possibility to cancel. I was made aware that it is possible to receive the auto sooner than September. I decided at this time, not to cancel. I sent money order to Overseas Military Sales Corporation to pay for the car in June 2022. The auto is paid for. I financed the car with Navy Federal. I have already begun making payments on the car and I still don't have the car. Since I need to get to work, I have to rent cars which is financial challenge for **** expressed desire to cancel July 27, 2022 to military auto source customer service. I received a case number. I have reached out to military auto source via website chat and phone numbers. I have emailed delivery coordinator ***************************, ************************************** and sales representative *************************. I have not received contact concerning my desire to cancel and receive a refund for the order.

  Business Response

  Date: 08/12/2022

  The cancellation/refund was processed today.  We sincerely apologize for any inconvenience.  

  Customer Answer

  Date: 08/16/2022

  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: 

   Please advise how refund will be returned. Will check or money order be sent to Navy Federal, and in how many number of days can Navy Federal expect to see the return of check. Thanks for your assistance.

  
  

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

  Business Response

  Date: 08/22/2022

  A check was mailed directly to NFCU.  Our records show that NFCU cashed the check on 8/18/2022.