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Business Profile

Used Car Dealers

Passport Motors

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Used Car Dealers.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/27/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 vehicle from Passport Motors May 22, 2024
    Paid $49,490.66
    Passport Motors advertised delivery. I live 5 hours from Plano so they said they would hire transport company and deliver. Dealership said no damage on vehicle. Third party inspection paid for by me showed no damage to vehicle. Vehicle was damaged by transport company and did not contact me to inspect or sign for vehicle when they delivered it. Damage is on roof of car. Huge dent. They took a paint pen and tried to hide where the pain came off but paint doesn't even match. Passport Motors said damage was not there when it left their shop, transport company admitted damage but Passport Motors will not pay to repair my vehicle. I've sent them estimate and they said it's too high ($3,600). They wanted me to file claim with transport company instead of them. They had me get an estimate. They are doing nothing to resolve this and they are the ones who hired the transport company. Arianna **** at Passport Motors always answers the phone and I can never speak to anyone else. She is refusing to give me general manger's name and contact information. No one else will contact me, she said she cannot make decisions. I believe Passport Motors should have to pay for the repair at a local shop where I live. Because I can never speak to anyone else Arianna just keeps stalling and lying to me about who the manager is. My tags expire tomorrow and they have never sent my tags I've paid for and the spare key fob either. Please see attached a more detailed explanation of the chain of events, photos, inspection, and transport bill with company's info. I also have copies of text messages between myself and Arianna concerning all of this.

  • Initial Complaint

    Date:08/21/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Based on prior reviews and personal references, I chose Passport Motors with the expectations of a luxury car buying experience. I went from buying a like new car to its a used car, in the words of the saleswoman, ******. The car was transported from Passport Motors to ***********, **. This car purchase is not my first luxury and/or out-of-state experience, but the worst. When the car arrived, I immediately called sales associate ****** as the car was coming off the truck to let her know the car's condition did not look like the pictures. The car had several scratches, a chipped windshield, and severe front-end damage (the car wasnt appropriately connected when transporting the transporter was also rude and rough with the car), amounting to over $3,000 in repairs (theres an estimate from ***** In addition, I had to replace the rim and tire upon arrival. It was delivered filthy dirty (didnt even bother to vacuum the interior). I asked to speak to the General Manager about this issue multiple times. ****** refused to provide direct contact and returned no voice messages or calls. I have contacted ****** and the ********************** via phone and email several times to try and resolve this issue. No one will respond and/or take responsibility. Honorable mention, she is not responsive or timely -- blamed the delayed delivery on my finance manager at the ************ when it took her two weeks to sign the paperwork. Therefore, I am responsible for a considerable repair bill I did not anticipate when purchasing a luxury vehicle from a notable dealership. I paid a fee for an inspection, but its obvious it wasnt performed. More things are falling apart with the car, piece by piece. Since then, the glove box has broken and replaced twice, one of the internal speakers is loose, and the under car shield was removed. Without notice, the car arrived with one key. My only requests to Passport Motors are an apology for my experience and all repairs made to the vehicle.

  • Initial Complaint

    Date:02/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    A WARNING CONCERNING ******** ****** ** *****,TX
    I recently bought a BMW from them...they buy off lease BMWs directly from BMW and then resell them to the public. I'm an out of state buyer who asked multiple times for pictures/documentation of any blemishes to the vehicles. I was assured that there wasn't any. When the vehicle arrived there was multiple blemishes and a significant scuff on the passenger side. At first they tried to blame the delivery company but they had documentation of the damage at pick up. Damage total is just under $4,000. While they admit that they should have disclosed the damage they refuse to do anything to make it right. The manager is hiding and won't even call me back to discuss the problem. This company is unethical.

Passport Motors is NOT a BBB Accredited Business.

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