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:06/21/2023

  Type:Sales and Advertising 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.

  Hello , I recently got *** ******** hybrid plugin from *** *** pros tacoma. On *** website it was showing a price that i was ok to buy and i went to *** ********** which is in tacoma Washington . I liked the *** a lot after test drive we sit and start talking about pricing. They told me we charge $5k more than MSRP the *** is on demand blah blah then i clearly told them I cant pay extra money im sorry I dont wanna buy it i want to buy it on MSRP . They keep talking and start telling me more offers and many things even at the end got ready to sell it on MSRP but they told me it comes with accessories u have to buy it with accessories we will sell it to u . I was ok with msrp price . accessories i had to buy anyways . So next day i went over there they told me names of accessories that i dont know what was it and how much it cost . I sign the papers and everything then i went home i checked the accessories on papers and on website the price was a lot i got shocked and i call them and told them y u charged me a lot for accessories I dont want them its not even the price of what its online showing on *** website they said we told u it comes with accessories i said ok I dont need accessories now they reject my request and i am paying more than 4 thousand dollars from the real price which is crazy . That is the worst experience with *** *** pros **********.They even dont let me give ******** to *** ******** email, they start being friendly and told me we will do that ******** u cant do on ur own. Even charged me more tax and excise fee . Obviously tax will get high with higher payment.

  Business Response

  Date: 07/01/2023

  Good Afternoon,

  we are working with the customer directly to attempt to address their concerns.

  Customer Answer

  Date: 07/04/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/02/2023

  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.

  purchased a car on 14th of March 2023 and I still do not have the license plates of registration. the temporary on my rear windshield has already expired. I've gone there to inquire on my plates and have called them multiple times, and still nothing.

  Business Response

  Date: 05/13/2023

  Car Pros will reach out to the customer directly and resolve this issue. Thanks 

  Customer Answer

  Date: 05/13/2023

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/15/2023

  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.

  I traded in a vehicle for which ************ is supposed to pay off. The check has yet to be mailed to my bank. The payment is overdue and I cant get anyone to return my calls regarding a status update. Additionally, the car I was sold was 13k above MSRP (which also happens to be the amount I owed on the trade in) which doesnt add up given they bought my car for 11K. Furthermore, my spouse purchased a trade-in, aside of a sloppy wash and detail, no further work had been done to it, to include an oil change.

  Business Response

  Date: 04/21/2023

  Dear BBB,

  
  The payoff check was mailed April 18, 2023. I believe we are still within the allotted time to pay off a trade-in. We apologize for any inconvenience this might of caused. Please feel free to reach out to me with any further concerns.

   

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

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

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

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19939144
  
  I am rejecting this response because:

   

  There were multiple parts to the filed complaint. This is only one part of the full complaint. Additionally, I am requesting the tracking number for the check. 
  

  I traded a vehicle for 11K USD, the traded vehicle still had 13K left for a pay-off.  Kia Car Pros sold me a vehicle valued at 35K USD MSRP and sold it for 48K USD, which is 13K over MSRP and exactly the amount owed on trade in. Where did the 11K USD go? I requested a true breakdown of the charges as the numbers do not add up. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/15/2023

  Dear BBB,
  
  Below are 2 emails that have been sent to ******* to address her concerns. I have also attached screenshots of the said emails:

   

  Hi *******,
  
  Below is the screenshot and the original window sticker of the vehicle you purchased,which includes the ***** The purchase price of your vehicle was $40,680. Which was $35,685 MSRP plus $4,995 dealer mark up, for a total of $40,680 selling price. I understand that the sales contract has many numbers and can be difficult to follow at times. Id be happy to schedule a phone call to review the figures on your sales contract. Based on the numbers below, the car was not sold $13k over ***** Im available today if youd like to have a phone conversation. 

  Hi *******,
  
  Im sorry for the inconvenience and frustration this situation has caused, I would feel the same way if this happened to me.Attached is proof of 3 payoff checks that have been mailed overnight to USAA.Check 1 was mailed April 20, check 2 was mailed May 5 and check 3 was mailed May 10. Unfortunately, USAA never notified ** that they needed the account number referenced on the payoff checks. It is not customary for lenders to require an account number for payoffs. As we pay off hundreds of cars per year. Unfortunately, you got affected by the unprofessional lack of communication from USAA. Nevertheless, as a good will gesture, Id like to offer you a $500 check. Please let me know if youd like to pick it up at our Tacoma store or if you would like it mailed to the address we have on file.Once again, my apologies for the inconvenience this may have caused. 

• Initial Complaint

  Date:03/14/2023

  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.

  I financed a 2017 Kia **** from this location early august of 2022. 5 months later the engine blew up and i am not covered under any sort of warranty. They intentionally misled me into taking off my extended warranty and service contract that i had added to my loan upon signing the first paperwork. About a week after signing the initial paperwork they requested that i come back in to sign new paperwork because they had changed the bank that my loan was going to be through. I went in and signed the new paperwork under the impression and verbally told that the only changes made were my payments were slightly lower. In actuality they had taken off the extended warranty and service contract without my knowledge and i signed the new paperwork without reading it thoroughly which i understand is my fault. This dealership does not care about you or s******* you over and selling you a lemon knowingly.

  Business Response

  Date: 03/27/2023

  All steps of the sale are transparent and exercised in a legal and ethical manner at Car Pros. We are engaging with the customer to see how and if we can assist them. 

• Initial Complaint

  Date:03/03/2023

  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.

  August but don't remember the exact day but we have a 2023 kia ***** and they sold us the car over priced and my payments are to high at 550 a month and the interest is 11 percent and I tried to trade it in for a cheaper car cause we're a out to be homeless and they said I can't because of the equity and we're just paying on the equity more than the car and I can't afford it

  Business Response

  Date: 03/06/2023

  This customer states they purchased their vehicle over 6 months ago. We regret that the vehicle the purchased no longer meets their financial and/or transportation needs. Be assured that the transaction was conducted in an honest, ethical and legal manner, with all terms and conditions including payment and interest rate being fully disclosed to the customer. Our manager will reach out to the customer directly to see what, if anything, we can do to assist them at this point. Thank you. 

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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.

  Approximately 14 Dec 2022, i went to this dealership looking to purchase a suv. i did find one i liked and salesman and I went into his office to fill out credit app, on his computer. he asked me if i gave permission for them to run my credit, i said ****. i gave him my ssn. a couple of days later i was asked to come in and speak to manager. He, salesman and i sat down at table and went over my credit report. ****** said overall my credit was fine, I just needed a co-signer, i specifically told him i would not have one. he explained to me if i had one it would make my interest and payment lower. i told hiim no, i have never had one before. He told me to think about it and he would hold onto my file for a while if I changed my mind. a day or so later i got text from salesman asking me if i found a co-signer. I told him no and was not going to. I thought after that, this matter was over. i looked at my credit report and saw all these inquiries on it and was receiving decline letters everyday, still to this day i got another one. i have over ***** inquiries on my credit report that Car Pros requested be ran on me for credit, in which i had no idea this was being done. no discussion with me to see if i wanted to go any further on financing. i immediately contacted them and have gone in to discuss this matter with them. i researched this, six inquiries on your report in a 12 month period is too many and creditors look at you as a high risk. I have worked hard over the last 3 years to make my credit better, have gotten several credit cards and lines of credit. have been paying all my bills, on time. me and financial staff from there went over my report yesterday and he said me credit was fine. he saw my pay history, very good. now with all these inquiries my credit is screwed. i worked too hard to try to get it on track for a manager to tell me it only gonna be up there for two years. Wrong answer for me.

  Business Response

  Date: 01/17/2023

  Car Pros has been in contact with the customer, and this matter has been resolved. 

  
  Thank you

  Customer Answer

  Date: 01/17/2023

   
  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.
  
  Sincerely,
  *********************************
  *********************************

• Initial Complaint

  Date:10/30/2022

  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 have a 2020 Sportage I bought from Car Pros *** of Tacoma . About a year after getting the car the radio will go off and on on it's own, it will skip like I have a CD player even though I do not have a CD player , it will stay on after turning my car off and locking it potentially draining my battery, and the backup camera will stay on no matter what gear you are in. I have had it in the shop multiple times and they cannot diagnose it cause it doesn't happen then. I took videos of it happening like ***** told me to and when I go in they say they can't use those to diagnose it. They said they sent it off to *** but nobody knows what is wrong with it. I have contact *** technical support and they worked with *** of Tacoma and no conclusion. I tried calling the service manager and the general manager and no one calls me back. They call me to see if I want to trade my car in for a higher payment and when I bring up my PO problems with the car they say they will call me back and don't. The collision sensor goes off for no reason and it will slow down my car automatically which is a safety hazard. I was lied to from the beginning on this car because I had purchased my previous car from them in 2016 and they told me I had positive equity and I didn't. Now I have all these problems with this car and they are unwilling to help when in total I have purchased ****** worth of cars from these dealership. Never again will I buy another car from them. They are dishonest and unwilling to fix the problem. I have left bad reviews and have received no response . I want my radio fixed that is it . Replace it or fix it ! My son received a recall letter from **** today for a backup camera intermittently not working. Maybe *** could learn a lot from *****

  Business Response

  Date: 11/07/2022

  We have worked very hard, and will continue to work hard to meet the customer's expectations. We have reached out to the customer and have an appointment with them to discuss their concerns and evaluate options. 

  
  Thank you.

• Initial Complaint

  Date:10/14/2022

  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.

  I gave a Car dealer $1,000 in cash for a down payment for a vehicle and the dealer pocketed and lied about a receipt and said that we would see it after the contract was made. After that he said that we would see the down payment and to not worry and to disregard the financial advisor about the payment being there. After talking to the financial advisors he has no evidence of us giving him that money and says we aren't getting it back. They stole my money and are doing nothing about it and are not holding the dealer accountable for him literally steeling money from me.This is my first time buying a new vehicle and he took advantage of that and robbed me. This is fraud and i want this to be resolved with someone who will actually hold him accountable for steeling.

  Business Response

  Date: 10/20/2022

  Car Pros is committed to ethical and legally compliant business and explicitly denies any wrongdoing. We are in contact with the customer and will work to resolve this issue to the customer's satisfaction. 

   

   

   

   

   

• Initial Complaint

  Date:09/19/2022

  Type:Product 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.

  After purchasing a 2017 Kia ****** the company has refused to answer any emails or return voice mail regarding delivery of the vehicle's plates or permanent registration. The state issued temp registration has been expired for over one month as of 9/19/2022.

  Business Response

  Date: 10/13/2022

  We do apologize for the delay *************** had in receiving her plates. There was an unfortunate delay in transit. This has since been resolved.

  Thank You,

  Customer Answer

  Date: 10/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and would like to note that the business only reached out to us after receiving communication from the BBB. No one at the business took the time to return our calls or emails until after the BBB was involved.

  This issue has been resolved and the complaint can be closed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/14/2022

  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.

  Theft from car pros *** having me sign paperwork saying they will pay the bank back that they financed me through and did not live up to their word and is still making me pay for the vehicle that I returned

  Business Response

  Date: 09/25/2022

  Good Morning

  This issue has been resolved. We have been in communication with the customer.

   

  Thank you

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