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:01/29/2025

  Type:Customer Service 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.

  purchased a 2014 subaru forester on 12/23/24 at carface on brookpark rd. marcia said she would call a week after for me to get the title. they have not called and when i call the company they say they call back and never return my call. i went there 1/28/25 asking for the title since temp tags expire on 2/6/25. marcia said they have the title but cant give it to me until we make a payment and give her a screenshot then they will process it and give it to me 2 days after. i have bought multiple vehicles before and never had an issue receiving the memorandum title, in fact i received it the same day! the payments i make is between me and the bank we are financing through, it does not have anything to do with the dealership i purchased it from. very shady business and definitely will not be returning there.

  

  Business Response

  Date: 01/30/2025

  Thank you for bringing this to our attention. We have processed the title transfer in the customer’s name, and the issue has now been resolved. We apologize for the delay in the title processing and appreciate your patience.
  
  

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  I would like the title available for pick up ASAP or mailed overnight delivery. I cannot use a picture of a title to get plates. 
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 01/31/2025

  We mailed it out to you yesterday and also sent you a proof of the picture along with the tracking number. Let us know if you need anything else!
  
  

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

   

  the picture that was uploaded was a title for a different vehicle, not the one we purchased. 
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 01/31/2025

  Customer came to our dealership today and picked up their title. 

  Customer Answer

  Date: 02/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ******** *****
  
  
  
  
  

• Initial Complaint

  Date:10/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a car from carface and they never sent the title paperwork to get plates now the plates are expired and I'm paying for a car I can't drive and I contacted then multiple times about the payments being wrong and nobody has called back and the finance company says the dealership has to correct it this company shouldn't be in business selling cars they are scam artists

  

  Business Response

  Date: 10/26/2024

  
  
  
  The customer picked up her title on 10/17/2024, and we have successfully resolved the matter. The situation has been fully addressed, and there are no further issues.
  
  
  
  

• Initial Complaint

  Date:09/06/2024

  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.

  Date of transaction: July 20th 2024
  I paid the business $13,804.00.
  The business assured me it was a running car and would work well. I drove the car home before experiencing major transmission issues. The car was getting stuck in gears and would no longer go into reverse. I had 3 lights come onto the dash all at once. It is now September 5th and I am still without a vehicle. After countless calls to both the dealership and the warranty company that was highly recommended to me, I have received little to no communication from anyone. I have barely put 100 miles on the vehicle because I all I did was drive it home. All miles on the vehicle have been put on by the auto repair shop where it has sat for over a month. I requested a refund from the dealership and they have said they will find a solution but nothing has been done to solve this issue. All I am told is "We will give you a call tomorrow".

  

  Business Response

  Date: 09/10/2024

  The customer purchased the vehicle from our dealership in "as-is" condition. In addition, they opted for a third-party warranty through ProGuard Warranty, a reputable company known for paying all valid claims. 
  After experiencing an issue with the vehicle, the customer chose a mechanic shop of their own preference—we did not recommend any specific shop as a dealer. I spoke with ProGuard Warranty, and they confirmed that they approved and paid for the claim, and the vehicle has been repaired.
  While I cannot speak to the quality of the labor performed by the shop the customer selected, if there are concerns about the work or the part installed, the customer should follow up with the shop directly. We cannot be held responsible for the shop’s workmanship or any part issues, as these were choices made by the customer.
  It’s important to note that the vehicle was sold in "as-is" condition, and used vehicles can have issues. This is exactly why we recommend that all our customers consider purchasing a warranty, as this customer wisely did. Thanks to the warranty, the customer was able to have the repairs covered, aside from the $100 deductible.
  Again, we believe the customer has been treated fairly, as they are utilizing the benefits of the warranty. However, any issues related to the shop’s work or parts should be addressed directly with them, as we are not responsible for the shop’s choices or mistakes.
  Please let us know if we can assist with anything further.

• Initial Complaint

  Date:09/02/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 31, 2024, A employee Named Sean R******** ran my credit without my permission. When I asked him what will my down payment be if I put x amount of dollars down. They have a estimate calculator to see how much your down payment would roughly be and the length of the term without affecting your credit and thats what he was suppose to use but instead took it upon himself to run my credit without my permission. It was through a text message I asked him about my down payment, I wasn't even there ready to buy anything, I just wanted an rough estimate of what it could be. When I called the place and ask to speak to the manager, she called me back and was extremely rude to me , yelling at me saying that they have the right to run my credit if I applied to them which I did but they are not suppose to run your credit unless you are ready to purchase the vehicle and I wasn't ready nor was I there in person, this was all through a text message to an employee. She said I sounded like a broken record saying the same thing over again and when we got disconnected on accident she called me back with an attitude saying 'did you hang up on me on purpose cause I was talking". I honestly don't know how she even works there because how unprofessional she was with the yelling and name calling and unwilling to work with me to reverse the hard inquire on my credit score which made my credit go down. Now that hard inquire will stay on my credit for 2 years and I wasn't even ready to purchase anything. Sean took my information without my permission and and without me being present and ran my credit and now it looks bad on my credit history. I also have applied there before awhile back dealing with another employee and he did it the right way, just giving me estimates and not running my credit unless I was present and ready to buy the car, that's why I went back because I thought I was going to get treated the same way but instead I got my personal information mishandled.

  

  Business Response

  Date: 09/10/2024

  First of all, the customer filled out the credit application through our website before visiting the dealership. I will attach proof from our CRM system showing that the customer did indeed fill out the application and provided consent for us to run their credit. As a dealership, we take customer privacy and the security of their information seriously, and we would never run a credit check without explicit consent.
  

  When a customer fills out the credit application on our website (I will also include the link for reference), it is clearly stated that submitting the application means giving consent for the dealership to run their credit. This disclosure is prominently displayed, and the customer did, in fact, fill out the application on August 28.
  
  After submitting the application, the customer asked our salesperson, Sean, for a monthly payment estimate based on a $7,000 down payment. Sean reviewed the customer's credit application and verified with the finance manager that consent had been given. After checking, Sean provided the customer with the exact numbers for the monthly payment. The customer was satisfied with these numbers and visited our dealership three days later.
  
  During the visit, they checked the car and raised a few concerns about the vehicle, indicating that they would purchase it if those concerns were addressed. We agreed to look into their concerns. However, a few days later, the customer contacted us, claiming we had run their credit without permission. This claim is simply not true. They filled out the application, requested payment numbers, and were happy with them—then suddenly claimed they hadn’t provided consent. 
  
  The timeline doesn’t add up. If they had an issue with the credit check, they would have mentioned it immediately after the credit was run, not after receiving the payment information they had asked for. It seems they may not have fully understood the terms when filling out the application, but we certainly followed all proper procedures and obtained the necessary consent.
  
  In closing, we want to reiterate that we never run a customer’s credit without consent. We take pride in following all legal and ethical guidelines to protect our customers' information.
  
  Link for the credit app; **********************************************

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  Noone is denying that I filled out an application but I was not ready to purchase a car. I simply asked for an estimate of how much my monthly payments would be through a TEXT message! Did yall not remember that, i was never in person asking him how much my payments would be, so tell me how is that protecting customer information and trying to help me out when I was not even present in person. And yes I went to go see the car and it had a lot of problems wrong with it so why would I ask for you to run my credit if I still haven't even see the car??? And you guys have an estimate calculator that you use and the first guy I dealt with which name is **** did that for me and said he wasn't going to run my credit unless I found a car I really wanted and was ready to purchase it after testing driving it! This guy Sean did it all backwards and ran my credit before I even got to see the car in person and I didn't know there was a hit on my credit until a couple days later when I checked my credit score so my timeline does add up so I'm  not sure what your talking about. You guys should have not ran my credit untill after I tested drove the car and said I was ready to purchase it which I didn't because the car had a lot of problems with it! 
  
  
  
  Regards,
  
  
  
  ********** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:08/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/28/24 my son went to CarFace to purchase an **** ** priced discounted at $13,750. The original price was $15,499. He talked to the sales person and test drove the car. My son then brought me to see the car and to finalize the deal. The finance person kept brining us numbers and did not add up to what we where expecting the payments to be. At one point my son and I left and went to the car to talk about it. I told him lets have them show us the paperwork and the brake down of the car. Well they would not print anything out. the gentleman did show us on his computer. Well the price of the car was they had was the $15,499. My son asked about it being the wrong price. THe finance person told us that was for cash only. THat is not what their website showed or the carfax sigh showed.
  the next day I talked to the manager, She was very rude and then try telling me that the $2000 was a fee because of the credit and the bank had them add it. (okay I could see that) So I asked what bank it was. Well it was a bank we have used in the past and had a couple of other cars quoted with and never did they add a fee for his credit. I told her that her website was faults advertisement and my sons credit was pulled under faults pretenses. Plus the $2000 was the actual price of the car and the "2000 fee" would have been on a Line under fees. No matter who I talked to there lies just piled up.
  I would not do business with them. One other thing that was rude is the sales person and the manager would speak spanish so we could not under stand them.

  

  Business Response

  Date: 09/20/2024

  Thank you for bringing this to our attention. We understand the concerns regarding financing charges, and we would like to clarify how the process works.
  
  When a customer chooses to finance a vehicle, several factors can influence the overall cost and monthly payments. The most significant is the customer's credit score. Additionally, for used vehicles, the mileage, year, and terms of the loan can impact the financing terms. Due to these factors, financing a vehicle typically costs more than paying in cash because of the associated financial charges and bank-related fees. 
  
  It's important to note that these charges are determined by the financial institution, not by the dealership. We fully accept outside financing, including drafts from other banks or credit unions. Our customers are welcome to arrange their own financing, and we do not impose any additional costs for doing so. Every month, many of our customers finance their purchases through their local banks or credit unions, and they bring us checks or drafts without incurring any extra fees.
  
  We strive to provide transparency and flexibility in the financing process, and we encourage customers to choose the option that best suits their needs. 
  
  Thank you again for your feedback.

  Customer Answer

  Date: 09/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  I don't want anything from them. I will never do business with this dealership. They will never admit they are trying to scam people. I am done with this matter. I want people to be aware of the way they do business. 
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  

• Initial Complaint

  Date:08/01/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Don't buy a car from them unless you get it inspected. They just put it on the lot and sell it.

  

  Business Response

  Date: 08/13/2024

  
  From the start, our interactions with you have been difficult because of your disrespectful and uncooperative behavior. Even though we didn’t want to, you bought a 2012 Jeep Grand Cherokee from us. You came back with complaints, but it turned out you drove the vehicle in snow mode, which damaged the rear differential, costing us $2,500 to fix. Even though this was your fault, we agreed to switch the vehicle for you without charging anything.
  
  You then picked another vehicle and seemed happy with it. Now, you’re coming back with more problems that we believe are not valid.
  
  Regarding the title issue, there is no problem on our end. The title is with the bank since you financed the vehicle. Once the loan is paid off, the bank will send you the title. We’ve explained this to you several times, but it seems you still don’t understand.
  
  Your review is full of lies and unfair to our business. It’s clear that nothing we do will make you happy, so we’re done trying. We’ve already done more than enough to help you, and it’s unfortunate that you’ve chosen to spread false information.

  Customer Answer

  Date: 08/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  What lies. The Jeep made noise and was messed up the same day. So did the car that it was traded in for. You guys are liars and very unprofessional.  I was very patient to put 9 grand down and be without a vehicle for almost 3 weeks. With vehicles were damaged and took thousands to fix. You sell bad cars and pray they will last more than 3 days. The Jeep was  driven 1 mile to my home and 1 mile back to your shop. It takes longer than that to damage a Jeep. And Santos the guy who sold the Jeep said you still have no clue what's wrong with it.I told Judy give me my 9 grand back or give me a car that at least works a month. She of course offered a car not to lose commission.  When I purchased the car I was told after I took it and bought tires all the damage to that car. She offered to fix it I was in my 3 day window. I was lied to about when it was done then no calls. I had to call leave messages and just show up at no return calls. I would never do business with your company and I feel sorry for anyone that works with this company period. You still did not fix my under carriage plastic piece as promised. Very unprofessional, and not honest just want to sell broken cars on the lot. Not ok. You are telling a customer they broke the Jeep. Google it that would take time to break ,I never even moved the snow know,It's summer. It is unprofessional to blame a client for your cars you do not check before you sell them. 
  
  
  
  Regards,
  
  
  
  Tiffany Rode