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:06/13/2025

  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.

  ON MAY 28TH 2025 I PURCHASED A *** 2020 S63 ******** BENZ FROM VITI AUTOMOTIVE GROUP. THEY SOLD ME A CAR WITH A CRACK IN THE WINDSHIELD WHICH IS NOT COMPLIANT WITH BOTH ******** AND STATE LAW. DEALER DENIED THE CRACK WAS ON THE WINDSHIELD BUT LUCKILY THE SHIPPER HAS MULTIPLE PICTURES OF THE VEHICLE IN A LINK ATTACHED TO HIS SHIPPING RECIEPT AND AFTER REVIEWING THOSE PICTIRES YOU CLEARLY SEE A CRACK IN THE WINSHIELD AND I HAVE PICTURES TO ATTACH. 2ND THEY AMBIENT LIGHTING IS OUT ON THE PASSENGER SIDE . DEALER CLAIMS IT IS COVERED UNDER THE *** ******** SAYS NO RIGHT IN THE BROUCHURE SAYS TRIM IS NOT COVERED. . DEALER ALSO REPLACED THE TIRES ON THE CAR AND PUT ON THE WRONG TIRES ON THE CAR. THE TIRES HE PUT ON THE CAR ARE FOR THE 2021 MODEL AND UP (*******). THE 2020 IS SUPPOSED TO HAVE ******** OR PERRILLI.

  

  Business Response

  Date: 06/16/2025

  Attached is the *** from his transport company showing no damage. The was a chip in the windshield that was previously filled, which passes state inspection. The tires installed on the vehicle are OEM approved tires under the *** program. The vehicle is 5 years old. There is nothing stated in the program that says the tires need to be replaced with original equipment, just approved brands. The customer then solicited his friends and coworkers to bash the dealership on ******, ********, and multiple other sites. We have sent all of the correspondence to our attorney and have blocked all communication with this individual. We also filed a complaint with human resources at his place of employment. He is not welcome to contact us in the future. We will not be compensating him because there was nothing done wrong. Nothing about his complaint or reviews is accurate.   

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Because the dealer admited to BBB in his response that the crack in the windshield is there and they tried filling it and is not willing to pay to have it replaced . Also never advertised with a crack in the windshield and also a law that you cannot sell a car with a cracked windshield its a safety hazard . The filling of the crack didnt work . Also dealer admits to calling my personal place of employment which is highly illegal to pull my finance file from his finance ****** Take my credit application to contact my employer . I will be filling a lawsuit against them for this. I believe you should also forward what they did to the attorney general
  ********************************** 

  

  Business Response

  Date: 06/26/2025

  This person is not telling the truth nor is he rational to deal with. No credit application was pulled to find out where he worked. He told us where he worked when he was purchasing the car numerous times and He is on ******** with ************************* in *************** as his employer. Public information. Filling of a chipped windshield is legal in the state of ** and with MBUSA CPO guidelines. This is a waste of time and energy. We have ended all communication with this individual.  

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [ please review the *** provided by VITi the Picture of the vehicle in the *** (top right corner) is not my vehicle but a G wagon , I have a S class . Attached are multiple photos of the actual vehicle from the shipper in front the dealership (Viti mercedes ) with pictures clearly showing that there is a crack in the windshield . Yes they might have tried to fill the crack and they said in there previous response but as you can see in the pictures attached it was not repaired. What they did calling my place of employment due to a personal matter is highly illegal as my personal purchase of this vehicle has nothing to due with my employment. Viti automotive group calling my employer is illegal and BBB should file an investigation into them as they admit to doing this.  Also my name and phone number to my employer are not on my LinkedIn, but on my credit application which was provided to the dealer.  I have already alerted the financing institution and they have a case open and well as ************* of America has a case open as well and I have sent certified mail to the attorney generals office in both states. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lior

   

   

• Initial Complaint

  Date:03/04/2025

  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.

  Electrical issue in 2022 Mercedes 300GLC caused passenger seat to burn. Not sure if it was caused by seat heater or electrical short. This happened overnight when the car was not in use. The dealer said the issue was caused by a cigarette burn and will not repair the electrical issue or fix seat.

  

  Business Response

  Date: 03/05/2025

  This client contacted the BBB prior to giving us a chance to inspect his vehicle. We have since inspected the seat on 3/4/25. What we found was an external burn that was not related to the seat heater or the seat electronics. It requires a cosmetic repair that we have arranged for today. I believe this case has been resolved.

• Initial Complaint

  Date:01/27/2025

  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 have a 2015 Volvo XC60 Sport Utility that was purchased from ******* and under limited warranty managed by **********. On 9/10/24 the check engine light came on. ********** instructed us to take the car to a service center under contract (Monro). Monro replaced the starter, but the car would not start and they were unable to repair it. On 10/1/24, SilverRock instructed us to tow the vehicle to Viti Volvo ************************** Since, Viti has repaired the vehicle on 4 separate occasions from 10/1/24-12/3/24. Every time there were extensive delays in diagnosing and repairing the vehicle. Within days of completing the repairs the check engine light returned and/or the car would not start. Each time we had to tow it to Viti at our expense. The most recent issue on 12/27/24, the car would not start. The car was towed back to Viti. Viti would not honor the part warranty stating it was related to the starter replaced by Monro and wanted to charge us ~1500 to repair the vehicle. The car was towed back to Monro but they claim the starter turns over and the issue is related to the fuse link that Viti replaced. Viti disputes this. The customer service at ********************** has been extremely poor. There was a lack of urgency addressing the repairs and to date, the service representative and supervisor were incredibly dismissive and unwilling to help us resolve dispute between Monro and Viti. ********** is unable to assist since the limited warranty expired and instructed us to try to work with Viti to resolve the issue. Unfortunately, we seem to have reached an impasse with Viti and are requesting assistance resolving this issue.

  

  Business Response

  Date: 01/28/2025

  This vehicle initially got towed in because it wouldnt start after having the starter replaced at ****** Muffler. We found the fusible link was bad which is one of the main fuses that runs off of the battery. We replaced the fusible link for him under his extended warranty from ******* which got the car running and able to drive. After we released the vehicle the check engine light came on for something completely unrelated, and it wasnt on prior because the vehicle would not run so we would have no way of knowing something else was going on with the car. The check engine light then came on 500 miles later with another failed part that was unrelated to the first check engine light. After this the car was towed back (12/4/24) due to another no start condition where we found the other fusible link had blown (there are two). This was also replaced by the clients extended warranty. The vehicle was towed in a final time a week later where we found the original fusible link had blown again. At this point we concluded that there is some underlying condition that is causing these fuses to blow which prevents the car from starting. We suspect there is an aftermarket starter installed drawing too much current from the fusible link. I let the client know that there is no warranty on fuses, and that there is something else influencing the failure. The customer is making his problem from ******* become our problem. The vehicle is ten years old. If he had bought the vehicle from a reputable dealership, he would not be having these issues. Furthermore, ****** muffler does not have factory trained technicians, probably causing further issues. We will not be working on the vehicle without payment in advance from the client.

  Customer Answer

  Date: 02/02/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed

  Viti Volvo Service indicates the repeated check engine lights and no start issues were related to both fusible links blowing, which were replaced by the ******* extended warranty (managed by SilverRock). They acknowledge that when the first replaced fusible link blew again, their team determined that that there is a different underlying condition that was causing fuses to blow and keep the vehicle from turning on. They claim that their Service Manager told you, fuses are not covered under warranty when the failure is influenced by a different issue with the vehicle. ********** told us the fuses are covered under the warranty, Viti claims they have done everything they can to reach a resolution and suggested we reach out to ******* where we purchased the vehicle. We have reached out to both Carvana and SilverRock. Carvana won't take responsibility and defers to SilverRock. ********** confirms the parts are under warranty, but will not consult with Viti--their position is that since the extended warranty has expired, we need to work with Viti. SilverRock dictates where we can have the car serviced. The initial starter repair was done by *****, per SilverRock's instructions. When ***** was unable to figure out why the fuses were blowing with a new starter, ********** authorized we send the vehicle to Viti (with factory trained technicians). Viti completed several repairs as noted above without question and received payment from ********** for the work. We are having difficulty navigating this repair issue. We do not understand why Viti will not consult with SilverRock to complete the repairs that agreeably, ****** is unable to do. We are trying to work collaboratively but feel none of these companies appear willing to be flexible. We feel there is more Viti can do to help, but they won't. Meanwhile we have been without this vehicle since 12/227/24 (and have only driven in ~ 2 weeks since purchased on 9/4/24).

   

   

  
  Regards,

  *******

   

   

  

  Business Response

  Date: 02/19/2025

  While we recognize your frustration, we want to clarify our position.
  

  Our priority is to provide high-quality service; however, in this scenario,we must work within the limitations of your vehicle's extended warranty unless you are willing to take responsibility for any costs not covered by the currently active warranty on this vehicle, which you have made clear you will not.

  As we mentioned previously, upon diagnosing the check engine lights and no-start issues, we replaced the fusible links under your ******* extended warranty, managed by **********. When the first fusible link blew again, our team identified an underlying issue causing the repeated failures.Unfortunately, your warranty terms do not cover repeated fuse replacements, and Volvo has no remaining factory support on a 2015 model. Therefore, this issue has become an out-of-pocket expense in the eyes of your warranty company.

  Given this, we have completed all possible repairs within the warranty's scope. However, it is not our responsibility to negotiate coverage terms with your warranty company, especially since neither the vehicle nor the warranty was purchased through us or a company we have a working relationship with.

  We suggest you continue communicating with Carvana and SilverRock to find a resolution. We remain committed to assisting where possible, as long as it is within the warranty and our service capabilities.
  Thank you for your understanding. 

  Kind Regards, 

  **** *******

  Business Development Manager

  
  

• Initial Complaint

  Date:05/03/2024

  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.

  Im from MA I bought a car 6 days ago and still havent received the car. I went to the dealership to get my money back and they refuse to give my money back. Ive been out of work waiting for the car and yet nothing. When I went to the dealership they wouldnt give me the car or the money back. Bought a Volvo and trading in my truck which I still dont have my New Volvo . Never was told it was going to take this long

  

  Business Response

  Date: 05/04/2024

   it is a Massachusetts new registration and he was told it takes 3-5 business days after he gets us his insurance He was surprised how much his quote was from his AAA agency and told us he was going to shop for lower quotes. He would let us know where to send the *** and title. That was a week ago on Friday. We were given a fax and agency on Monday and he didnt sign his policy and get us an *** until Tuesday afternoon. He didnt want to acknowledge that he took as much time as he did and said that since his car wasnt ready for him to take yesterday he wanted his money back. He financed through Ally, his contract is funded and his paperwork is at RMV. He can complain but it was on him and we will give him his car when we get the plates Monday or Tuesday. People need to own their portion of the transaction before they slam a business with a bad review. 

• Initial Complaint

  Date:04/18/2024

  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.

  On Monday, 4/15 my vehicle was towed to Viti ******** in Tiverton, for a subframe recall , My advisor was ******************* on Tuesday, 4/16 . I received a text message from *** with other issues that were wrong with my vehicle. *** told me that it would take three days to get the parts for my vehicle. If I did choose to have my vehicle repaired with prices on repairing my vehicle I had not signed a work order or contract on Wednesday 4/ 17 my *********************** also my mechanic contacted and went over the issues and pricing and that I would not be having any work done other than the subframe then I sent a message back to (bud) letting him to not perform any work on my vehicle. he told me on Tuesday that it would be three days to get parts and two days for installation everything including the frame which put us at Fri or Sat,4/19 going into 4/ 20 I then received a message back from *** stating that it had been too late and they had removed all of the plumbing from the vehicle and the new plumbing was going in then I went to viti ******** April 18 at 7:10 AM Where I spoke with ***, and also his supervisor ***** and another gentleman, whos name I dont remember again *** never signed any work order contract for them to do any work on my vehicle not even the subframe. I wasnt even there when my vehicle arrived as it was just towed in through AAA. They want to charge me $5300 for work they say that they have performed on my vehicle without my consent no written consent at all and I was told it would be three days for parts and two for a total assembly, which puts us at Saturday 4/20th now I am left with a vehicle at Viti and theyre telling me that I need to work out a payment plan with them or they will take me to court when I never signed any work order or consent with them just strictly spoke with them over the phone .

  

  Business Response

  Date: 04/21/2024

  ********************* did approved the repairs verbally on a recorded phone line. And she came to our dealership in person to pick up her free loaner car that was part of agreement for her approving the repairs that her car needed. A full day after her approval and picking up the loaner car she called and said she could not afford the repairs to her car. When we told her a lot of the repairs had already begun she got angry. We explained that we had only done what she requested and agreed to. Luckily one of the repairs an axle replacement was not completed yet and we were able to send the special order part back. So her final bill has been reduced significantly and we have issued her a discount on top of that to try and help her financially. She has agreed to our offers and said she would go to the bank today to get the funds. I believe this complaint to be resolved at this time.

  Customer Answer

  Date: 05/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for following up on my unresolved issues. My complaint remains the same. I never authorized repairs done. I brought my vehicle in for a manufacturer recall. Full stop. I then received communication from Service Advisor with laundry list of repairs my vehicle required adding up to approximately $6300! Can you imagine my panic? But parts would be 3 days out and 2 more days to install. This afforded me minimum 3 days to consult my personal mechanic and confirm the necessity of the list I was given for my safety from the Service Advisor. My mechanic communicated with the dealership and told them to stop. I followed his communication. Less than 12 hours later it was too late-- all the work was already done with the exception of the axle repair. A 5 day time line was cut down & complete a day later. They then rolled me into the numbers game. $6300 was now $5300 and on and on. In order to get my vehicle back, I borrowed to pay them $3764.11 for unauthorized repairs. I believe the fair resolution is that I pay for installed parts only at dealer's cost. Respectfully awaiting a refund for the difference Thank You again for your prompt attention to this matter ********************* 

  

  Business Response

  Date: 05/07/2024

  *********************** car was towed to our shop as it was not safe to drive.  And as I stated in my original response to this case ******************* did authorize the repairs to her car on a recorded phone line. There was no mention at the time of her authorization that she wanted to speak with anyone else about a second opinion. ******************* also came to the dealership in person to pick up a free loaner car that we supplied to her as part of her approvals to do the repairs to her car. She never mentioned to anyone about holding off on the repairs. The repairs to *********************** car started immediately after her approvals, because we needed the loaner car returned asap for other clients. When ******************* contacted us and stated she could not afford all of the repairs that she had originally approved we immediately assessed where we were with the repairs. We asked ******************* to come down to the dealership so we could show her exactly what had been done already.  We had the car still on the lift so it was very easy to show her what we had done. We also explained what we had done to her private mechanic. At that point we were able to eliminate any repairs we had not already started or finished. In the end, the final amount for the repairs was brought down to $3764.11. To which ******************* agreed to in person with our Service Manager ***************************. ******************* paid the bill and has had her car since. We met our part of the agreement.