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:05/13/2023

  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.

  I bought an extended warranty that covered bumper to bumper from *** johnson. I took my car to get serviced at Audi, ********************************* diagnosed my car.He found the left down pipe needed to be replaced.******** contacted my warranty company, after no luck for weeks I decided to call my warranty company**************) they informed me that my warranty Ive paid for monthly was inactive. ******** got ahold of the warranty who said theres a contract but something didn't get finalized/fully processed on the selling dealers end.******** told me I needed to call *** Johnson ****** At *** Johnson I spoke with ****, finance manager, he told me on their end they had my contract and proof that i paid for this extended service contract. He directed me to *************************** (his number was ************).*****, I was told via Adbi, is the director of my warranty company.When I called Joost I explained that I have my car but *************** wanted me to bring it in as soon as the warranty was fixed.He told me that he wanted it to be done at LBR automotive, or autohaus since he has connections with them but i declined.I contacted ******* to tell him what situation I was in. ***** recalled and asked for me to get a quote from *************** so I did, ******** CCed me in this email.When I talked to Joost he made sure to reassure me that he was going to get this warranty figured out, and he would pay it out of pocket and to go ahead and authorize *************** to order the parts so I called Nicolas.Its been two weeks since I talked to Joost.I sent a text on May 8th to ******************* separately asking for update on my contract, as well as if the new contract would be going from todays mileage. No response from *****,**** just said to stay engaged with *****. ***** still hadnt replied I then sent another message May 11th 2023 asking for any updates. May 12th I tried to call joost over six times but it ends the call which leads me to believe that this number has since been disconnected.

  Business Response

  Date: 05/16/2023

  Customer has been in consistent communication with our finance manager, ****. As of Monday, May 15, customer reached out and said that she had the incorrect number for the contact at the warranty company. She is now in contact with Joost at Alpha. The service appointment has been scheduled, the claim is paid, and the customer is happy with the resolution. 

• Initial Complaint

  Date:10/22/2022

  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.

  On 10/20/2022, I purchased a ***** Tahoe with *** Johnson *****. I wouldn't say great but the buying experience with the sales is okay / acceptable. Funny part is dealing with the business manager for finance. The business manager is ***********************. My sales offered a ****% rate at the beginning, but we wanted the rate to be lower than 3.5% or we'd just pay full cash, then he took me to see the business manager to quote rates with banks. The business manager, ***********************, offered me a ****% finance rate on the day I purchased the vehicle, and we both signed the paperwork. Great, I drove the Tahoe back home. But on the next day, 10/21, he emailed me that the rate was wrong, and the new rate is ****% (****% higher). I'm just minutes away from the dealership, and have couple friends / neighbors had business with *****************************. Overall, they recommended this dealership. It's hilarious to see this business manager still playing this kind of tricks. I hope I can still get the ****% or lower rate, otherwise I'll just pay full cash for the vehicle.

  Business Response

  Date: 10/27/2022

  To whom it may concern,
  
  ************** did indeed purchase a Tahoe and his statement of the facts is accurate. We submitted him to ********************* in hopes of qualifying him for their Fast Track program that has their best rates. ************** met the qualifications for income, credit score, and loan details. However, he did not have enough time at his job to meet all of the banks qualifications. Nuvision had not responded to our loan request by the time ************** had left the store with his new Tahoe. When Nuvision did respond,we offered ************** the rate that they approved him for (see attachment). We have offered ************** three different options, all in a timely manner: use the Nuvision approval, use the lowest rate we could get him approved for ********************** at ****) or pay the remaining balance in cash. He has elected to pay cash for the remaining balance. While we would have loved to get ************** the lowest rate that existed, we are not a direct lender and informed him that this was a rate we hoped for, not one that he had been approved for as of yet. We then followed up within 24 hours of his transaction to let him know his options. We communicated with ************** throughout the process, and feel that the matter is resolved amicably at this point.

  Customer Answer

  Date: 11/01/2022

   
  Better Business Bureau:
  
  I have talked with the general manager and reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is good to me. 

  Hope this was just an amateur mistake and other customers can avoid similar situations.
  
  Sincerely,
  
  *******************