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:05/04/2025

  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.

   
  Complaint: 23285053
  
  I am rejecting this response because:

  I am writing to formally reject the statement regarding my recent vehicle service experience. My complaint is based solely on the operational failures I encountered.
  
  
  Two days after purchasing my vehicle in January, I discovered an issue when attempting to refuel the car. I immediately contacted the dealership and was informed that I would be notified once the necessary part arrived. However, it took two additional follow-up calls from my end and a total of four months for the part to be received and my car to be serviced. This timeline clearly contradicts any claims of efficient service.
  
  
  Furthermore, I was not issued a full refund for the warranty, despite being explicitly guaranteed during the purchase that it would cover the battery service for the hybrid. I specifically raised this concern at the time of purchase. It appears the dealership is attempting to misrepresent the facts and my understanding of vehicle mechanics, which is simply not true.
  
  
  The poor service and false guarantees I received are entirely deserving of the negative review I provided. I was not the only customer expressing dissatisfaction on that day; another customer was also complaining about their poor service and false guarantees regarding a Tesla purchase.
  
  Sincerely,
  
  ****** *********

  problem. So now my car is stuck in limbo due to the fact that Im waiting for their warranty to approve the repairs for my vehicle.If this was a good dealership and they could not perform the duties that they say that they could they should give me a loaner car as they take it to a different dealer and make sure that the service gets done thats called customer service and they know nothing about it.

  

  Business Response

  Date: 06/25/2025

  The customer purchased a vehicle that was over 15 years old and had over a 100k miles, due to age and mileage the vehicle is expected to have wear and tear and maintenance as the new owners responsibility. All of our vehicles can be exchanged within a 24 hour period after purchase, and customers always have the option for a pre-purchase inspection. 
  
  When the customer had contacted ********************** regarding his concerns, we were open to taking the vehicle in for service, however we were explicit in explaining that currently we were scheduled a couple weeks out. Despite this the customer insisted on dropping off the vehicle, which we accommodated. 
  
  As a goodwill gesture, we completed the repairs on the fuel door and advised the customer to take the vehicle to ****** for repairs on the hybrid battery. 
  
  The customer claims that the warranty did not cover any repairs, however at the time of the complaint the warranty had no active claims. We are unsure who advised the customer, but we are not responsible for what ****** or third party warranties will or wont cover. 
  
  The customer came in to request a cancellation on their warranty, this request was followed by the customer threatening our employees with bad reviews and screaming a string of obscenities in our showroom. Regardless of any situation, it is unacceptable for anyone to harass or attack our employees. 
  
  The room for how much we are willing to accommodate is negated when customers leave no room for a conversation. 
  
  Based on the customers requests; they have received their refund based on the prorated amount for the warranty and at this point we no longer feel the need for any more compensation. Since we are not responsible for items not covered by Liberty Shield or Toyota. 

• Initial Complaint

  Date:04/04/2025

  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.

  As I was interested in purchasing a vehicle, I was promised that the car had no problems. Immediately after purchase, I took the vehicle to the car shop, and a huge amount of problems were wrong with the vehicle. Basically they engaged in Fraud. I reached out to communicate on numerous occasions but they ignored me, I have the evidence on communication. They also had assured me that meditation was an option when I purchased the vehicle. They have completed ignored me, and the vehicle has had a lot of problems.

  

  Business Response

  Date: 05/27/2025

  Customer purchased vehicle over a year ago, I do not see that they have made any attempt to contact our service department. At the time of purchase the vehicle came with a 30 day and/or 1000 mile drive train warranty, if the customer had reached out to us within a few days and the issues fell under warranty our shop would have facilitated the repairs. 

  However with it now being over a year since purchase, we cannot attest to the current condition of the vehicle since it will have wear and tear based on usage since. All customers are welcome to take vehicles for inspection prior to purchase. With the vehicle being almost 15 years old, routine maintenance and repairs are a possible expense for the consumer. These vehicles are priced accordingly taking mileage, age, and title status into account, all things the customer was aware of. 

  We are happy to setup the customer with a service appointment, but we would not be able to cover any expenses at this time. The customer is always welcome to trade in for something newer if they would like. 

• Initial Complaint

  Date:01/10/2025

  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.

   
  Complaint: 22792665
  
  I am rejecting this response because:
  

  It feels like 405 Motors continues to ignore, obfuscate, and/or change the narrative for the three components of the complaint: A 10%substitute for the *** charge cable that does not work sporadically precluding use as intended, accounting errors in the bill of sale, and unpaid and incorrectly documented warranties precluding warranty claims for greater than $10k customer premium paid.
  

  1. In the original complaint I stated I did not receive an *** charge cable capable of level 2 charging. The *** cable is a combination cable, capable of both L1 and L2. See  *************************************************************************************** is an order of magnitude difference between L1 and L2. It takes an L2 cable ~10 hours to fully charge the vehicle. It takes an L1 ~*100* hours. ***** initially said they did not have the **** *** cable, but that she would try to find an equivalent substitute. Later she said she found one. I did not discover until I got home that it was not a L2 cable. Further, the L1 cable provided stopped working. I made numerous attempts to contact the dealer by phone to address this, including leaving voicemail and texts. All went unanswered, so I followed up with the 11/27/24 email attached to the original complaint on 1/15/25 and 1/22/25 with photos of the charge cable showing the part number (20241205_153736 Rivian charge cable PN.jpg) and one showing the L1 adapter only (20250116_132301 Rivian charge cable L1 only.jpg).
  

  2. 405 Motors response does not address the apparent accounting errors brought in the 11/27/24 email.
  

  3. 405 Motor's response does not address the complaints about the warranties, other than to incriminate itself for not paying the premiums within ********************************* a conversation with Alpha Warranty 1/21/25, neither has been paid 76 days past the sale date and the *** error has not been corrected. ***** tried to contact 405 Jan 10, 13, and 14, 2025. I added information to my 11/27/24 email on 12/11/24, 1/9/25, 1/15/25, and 1/22/25. Attached to those emails were email from ************** stating there was no payment for the warranties (2025.01.10 ************************* VSC1000319807 & B1000023169.pdf) and reiteration that the *************************** has the incorrect *** (not included here due to PII). While it feels like a red *******, stating that I was there in the light is patently false. I left ******* on my bike 11/7/24 at 3:19PM to sign final paperwork for the vehicle and drive it home (2024.11.07 ride stats to 405 Motors.JPG). The elapsed time for the trip was 1:27, so the earliest I would have been able to see the vehicle was 4:46. Sunset was at 4:41. I had asked ***** to make sure there was enough charge to get back to ******* and she said she would put it on the charger. It took another 20 minutes to track down ***** and the charge state. This is when she told me she could not locate the *** charge cable, but they plugged it in with another L1 cable they had while,1) she tried to locate an *** or equivalent L2 cable, 2) I completed paperwork with Bari, and 3) the vehicle charged very slowly. It wasnt until after closing at 6P in nearly pitch dark with very little lighting when I got to see the truck. Another ************************ with locating the (non-existent as we discovered together) glovebox in the dark.
  
  Im unclear as to what number 405 is referring to as a personal cell phone and I have no knowledge of their employee vacations. I only called numbers given to me or found on their website. There are literally dozens of phone, voicemail,text, and email communications over the past 2.5 months and none of the items has been addressed.

  
  Sincerely,
  
  **** ****

  ***, attached the wrong VIN to the "ElevateCare" warranty. The Alpha *** informed me of not only this, but that 405 has not yet paid the premium and sent 405 a notification that the warranty would be canceled for non-payment, so I am not covered.With their no haggle policy and immediate attention given me by ***** over the phone, I felt comfortable this was not the stereotypical used car dealership invoking bait-and-switch and lemon vehicle shenanigans. I have spent considerable time and energy trying to reconcile the problems with nothing but broken promises and new problems. At this point I have a bad taste in my mouth about the dealer and vehicle. I have only driven the vehicle a couple hundred miles. I would like 405 to take back the vehicle for a full refund.

  

  Business Response

  Date: 01/15/2025

  1. In your complaint you stated that you did not receive a charger but in your email to us you indiciated you were having issues with the charger that you were given which counter acts your previous statement of not getting one at all. We disclosed to you at the time of sale that Rivians only come with level one chargers at the time of sale which we provided you with one. 2. You had reached out to the dealership 1-2 times since purchase for a follow up, but then proceeded to call one of our employees on their person cell phone while they were on vacation, we were not dodging your calls since you were not contacting the office number. After your initial complaint our finance Manager **** had reached out to you shortly after one of your first attempts and then it took you over many, many days to get back to him. 3. When you arrived at the dealership there was daylight since you got checked in close to *****pm, in addition you had already wired us the money prior to arriving after being disclosed that we do not have a return policy. 4. Dealerships have 30 days to remit payment to extended warranties companies, which we were well within our time frame of this. 

  

  Business Response

  Date: 02/17/2025

  We have been in contact with the customer since he has purchased the vehicle. The customer chose to purchase the vehicle site unseen, after being told we did not have a return policy (only a 24 hours exchange policy) the customer still intended to wire complete funds and purchase the car prior to visiting the dealership. 
  
  The customer then arrived at the dealership, at a time that they did not deem well lit enough for inspection of the vehicle. Since we are no hassle sales, customer was not bound to come in at that particular time, since we are flexible with appointments they simply could have came in the next morning. 
  
  All vehicles sold are used vehicles at our facility, small chips in the windshield are expected wear and tear to an otherwise well maintained vehicle for the price it was sold at. 
  
  Customer was given the cable we had promised which was the standard and comparable L1 cable. The reliability and speed of the cable provided is dependent on the outlet the customer is using. We do not have access to monitor their methods so we cannot speak to the reliability of the charger. 
  
  As for the accounting issues, there are none. Taxes are calculated automatically. So its not an issue on someone miscalculating the numbers. The tax rate at our location is 8.2% on automotive sales and slightly lower for retail sales tax, in this case the warranties you purchased. Both are taxable. 
  
  Our Finance Manager was on vacation when you attempted to call him, since coming back he has made several attempts to reach out to you with no response. 
  
  As a goodwill gesture, we can understand while going over so many numbers can be confusing, we would be willing to offer the customer a credit of $250 plus tax to reflect the $5952 warranty option he thought he had selected. All numbers and contracts are gone over more than once before the sale is finalized. 
  
  In addition to the credit the customer has the option to purchase an L2 adapter to attach to the cable, but it is not something we would provide free of charge since the manufacturer does not as well. If the customer is unhappy with their purchase and wishes to retain as much of the retail value as possible, we have a wonderful consignment program open to all customers. 

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22792665
  
  I am rejecting this response because:
  There are still numerous questions left unanswered, but 405 appears only willing or able to address one at a time: Why didnt 405 use the $10K I paid for warranties towards their premiums? Where is that money now?
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 03/03/2025

  We have been in contact with the customer, the customer is aware that there was a clerical error made with the contract being activated. This issue has been addressed and now in the processing of being resolved. We have contacted the third party company and are optimistic that it will be resolved within a few days. 

  The customer paid almost 10k in warranties by his own choice, we are a non commissioned dealership with no haggling or persuasion practices in place. The customer was provided warranties available and decided on which one and then made his purchase. That money has not disappeared, those contracts will be providing coverage on the vehicle that was purchased. As with any product, the customer always has the option for cancelling the warranties if he is unsatisfied. Refunds are always prorated by mileage and time owned. 

  To further satisfy the customer in addition to the $250 credit, we will be willing to provide a portable level 2 charger as compensation. This is the best that we can offer, if the customer has any other issues that need to be clarified, please let us know since we were under the impression the last message clarified each point. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 22792665
  
  I am rejecting this response because:
  I called Alpha Warranty 3/5. They said they havent heard from 405 since November and that no payment has been made on either warranty. Further, the *** for one of the warranties is not correct, so they will not honor any claim. They said they would contact me if/when the contract is instated. As of 3/11/25, I have received no call and both warranties are marked CLOSED. This is in addition to the incorrect accounting, failure to provide the *** charger as promised at time of sale for a total overpayment of $10,415.74. I wish to return the vehicle for a full refund for this debacle.

  Sincerely,
  **** ****

  

  Business Response

  Date: 03/20/2025

  The customer was provided the charger we had promised, we have offered to go beyond what was promised to satisfy the customer however it does not appear to be the resolution the customer wants. 

  Seeing as the issues lie with the warranties and not with the vehicle itself. We can offer a full refund plus tax on the product purchased and cancel all pending and existing contracts. The contract for tire/wheel for $6205 has been active since January after the original clerical issue was addressed. However to satisfy the customer we would be offering a full refund on all product and the sales tax paid on them for a total of $10413.54

  If the customer would like to move forward with this option they are more than welcome to contact our dealership and let us know on how they wish to proceed. 

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 22792665
  
  I am rejecting this response because:
  After five more conversations with Alpha Warranty since this response 3/24/25, I discovered there was an Intellicare -B contract purchased 1/1/25. Thats good, but neither 405 nor Alpha informed me of this over nearly four months of correspondence here and in dozens of phone conversations with Alpha. I also discovered that a -B ElevateCare warranty was opened but then canceled. Alpha says no reason was given and I had no knowledge that it was opened, let alone canceled. I also have not received a nearly $4k refund for the contract being canceled.
  If I receive the previous offer $250 cash in hand plus the *** or equivalent operational level 2 charger and proof the ElevateCare warranty (a -C, presumably) was purchased and in good standing with Alpha, I will not reject the next offer.
  Sincerely,
  **** ****

  

  Business Response

  Date: 04/16/2025

  We would be willing to work with the customer to resolve this matter. While we cannot attest to the communication on Alpha's end we can help clarify and meet some of the customer's requests. We would provide the original goodwill credit of $250, we will provide proof of the active contract with ***** purchased for $6202, the cancelled tire and wheel warranty of $3450 plus tax will be refunded to customer, and finally we will provide a used OEM or equivalent operational level 2 charger. 

  If the customer is satisfied with these terms, they are welcome to reach out to us, so that we can resolve this matter as soon as possible. 

  405 Motors 

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 22792665
  
  I am rejecting this response because:
  I appreciate 405s offer, but I am still not being made whole, particularly with regards to communication, loss of use, loss of nearly six months time and effort to resolve this with the associated emotional suffering,and the ElevateCare warranty. Alpha Warranty informed me 405 canceled the *********** contract.  When? Why didnt 405 notify me and return my payment immediately? How might 405 reinstate the ElevateCare warranty?
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/27/2025

  While this continuous back and forth is frustrating for both parties, it is made more difficult without knowing what the customers intentions are. Multiple times we have made offers to remedy the issue with the contracts and have not been contacted by the customer. The same points are reiterated, despite 405 Motors providing solutions for them. Case in point customer is still wondering how we can activate the elevate contract again, while previously demanding a refund. 

  To make this whole process streamlined, we will be issuing a refund of $3450 + $272.55 (sales tax) this is for the warranty that is currently inactive. This is a full refund. This will be going out this week within 3 business days to the customers provided address, with tracking via *****. In regards to the existing warranty it will remain active, until the customer contacts us and cancels the product. 

  Customer has not let us know what he would like in terms of the charger, which at this point we have been more than fair with the options provided. 

   

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22792665
  
  I am rejecting this response because:
  
  Why did 405 cancel the ElevateCare warranty? How might 405 reinstate it?
  
  Sincerely,

  **** ****

  Customer Answer

  Date: 06/14/2025

  I don't understand what you don't understand. Please call me, so we can clear it up. Please leave a voicemail if I am unable to answer with how and when I can talk to a real person. ************

• Initial Complaint

  Date:01/09/2025

  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.

  
  Thank you for your response. I'm not sure how I missed the previous email - I appreciate having the opportunity to reopen my complaint.
  I do NOT accept the business' response. They replaced the catalytic converter and not only was the issue not resolved, it is worse. As a result of the faulty repair, the vehicle is incredibly loud and there is an exhaust leak which requires me to drive with my windows down because of the fumes.
  I reached out to the business multiple times via multiple methods in the weeks following the service and did not get a response. 405 Motors needs to complete the repair properly, or cover the cost for another mechanic to resolve the issue.
  
  

  
  

  came on again. Again I could not get a response from the dealership. I then reached out to another mechanic and they confirmed that the cat/O2 is faulty. I paid $187.45 for the assessment, and was quoted $2466.05 for the repair. On 12/8 I sent this info to 405 Motors, and received a response that I would hear back within the day. I have sent several follow up messages and cannot get a response. Additionally, the mileage advertised and documented for *** at the time of purchase was *******. The actual mileage was close to *******. When I asked about this discrepancy, I was told that the car had been used as a loaner vehicle. I've attached the communication that I have. Unfortunately much was conducted over the phone or via the website contact form, which I don't have record of.

  

  Business Response

  Date: 01/15/2025

  You had purchased a vehicle with well over 100k miles which we indicated to you would be sold completely AS IS no warranty, out of good faith we replaced the catalytic converter after the fact. You had signed many purchase documents that stated the miles and you also test drove the vehicle which clearly stated the miles, and only brought it up to us after the fact of signing all the documents outside of our 24 hour exchange policy. We are refusing your claims since we had sold you a vehicle completely as-is and you declined the extended warranty offered to you at time of sale.

  

  Business Response

  Date: 03/09/2025

  Customer purchased a vehicle that was sold entirely as-is. After signing multiple documents that stated the vehicle was sold as is and declining to use the option for a pre-purchase inspection the customer moved forward with her paperwork. Attached you will find the relevant files in regards to customers purchase.
  
  We are a no haggle, non-commissioned dealership which means the customer bought the vehicle entirely at their own discretion, the vehicle was sold at a great market price. 
  
  Despite the vehicle being sold as-is once the customer brought up their concerns, as a goodwill gesture we replaced the catalytic converter. This was at no charge to the customer. 
  
  After the replacement, customer stated that vehicle is still experiencing issues. The customer had the vehicle taken in to another shop. The shop provided an estimate and invoice which the customer attached in their reply. It clearly shows that even the other facility noted that the catalytic converter is new and possibly the issue may be that its not California equipment. They made no mention of fumes and even went on to stipulate *if needed* for the catalytic converter replacement, making it quite clear that even they did not see any issues with the new catalytic converter per se. 
  
  Moving forward to satisfy the customer we can offer one of two options; the customer brings the vehicle back in and trades in for another car or we can discuss options for buying the vehicle back. The customer is welcome to call us, to discuss between these two choices. 

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22791748
  
  I am rejecting this response because:

   

  I fully understand that I purchased the vehicle as-is.  This is not the issue.  405 Motors agreed to perform the replacement of the catalytic converter.  Regardless of whether or not they charged for the repair, it was not done properly.  I took the vehicle to another shop for an assessment when I was unsuccessful in multiple attempts to resolve the matter with 405 Motors directly. If the fact that the vehicle falls under California Emissions standards requires different specs for the part, that is something that the tech at 405 motors should have been aware of before ordering the part for replacement. Regardless of the replacement being a new part, it was either not installed correctly or the part is not compatible with the vehicle. In either case, this is an issue of faulty or incomplete repairs. 

  
  I will not be returning the car for a trade in or buy back as I am fully aware that I will lose money in those transactions.  The options on the table are for 405 Motors to correctly finish the repair,  or pay for another shop to do so.  The final option is for me to return the car to 405 Motors for a full refund in the amount of $5617.59
  
  
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:12/21/2024

  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.

   
  Complaint: 22719719
  
  First, I would like to thank you for your efforts in addressing my complaint.
  
  On December 12, 2024, I received a call from Mr. *********************** a representative of 405 Motors. He acknowledged the mistake and assured me that he would work with the warranty company to revise the warranty policy. Additionally, he offered a $500 reimbursement for the $769.41 payment I had made and agreed to send the amount via Zelle within an hour.
  
  After repeated follow-up texts to Mr. *********************** I was informed on January 22, 2025, that the reimbursement was being processed as a goodwill credit repair and that the update to the *** would take some time. I reiterated my disagreement, reminding Mr. ********************** that he had admitted his mistake and promised to reimburse me $500 via *****, along with offering a better warranty. Subsequently, I did receive the $500 via Zelle, with Mr. ********************** awaiting confirmation from Alpha (please refer to the attached text message for further details).
  
  On January 31, 2025, during a phone conversation, Mr. ********************** recommended canceling the existing warranty and issuing a better warranty policy with no financial implication to me. After receiving a confirmation email, I submitted the cancellation request form (see the attached copy of the email confirmation).
  
  However, the process has taken longer than expected, with significant delays at each step. When I asking Mr. ********************** for an explanation regarding why the warranty cancellation and new policy process was taking weeks, he declined to provide any reason. On February 14, 2025, I sent an email to 405 Motors, providing a formal five-business-day notice before I would notify the BBB about the delays and escalate the matter to the State Attorneys Office (attached is a copy of my email).
  
  Additionally, I have repeatedly requested a full copy of the warranty contract and the contact information for the warranty company representative handling my case. Instead, I received an incorrect contract (attached for reference). Despite informing them of the error, they have refused to provide the correct contract and have not given me the contact information I requested.
  
  I appreciate your assistance in mediating a resolution to this matter.
  
  Sincerely,
  
  Estfanose Kelkayd him the invoice for follow-up with ************************ Despite repeated attempts on my part to follow up with Mr. **********************, I received only excuses and promises, with no actual resolution.On December 5, 2024, I submitted a formal complaint email to 405 Motors requesting their assistance in resolving the issue. I asked for contact information to escalate the matter, as well as a full copy of the warranty contract, since we were only provided with the front pages of the agreement. Unfortunately, I did not receive a formal response from 405 Motors. On December 10, 2024, I sent a final notice to them, but once again, I received no formal response, aside from occasional text messages from Mr. **********************.For your reference, I have enclosed copies of the sales contract, email correspondences, text messages from Mr. **********************, and the warranty documents I was provided.I would appreciate your help in ensuring that 405 Motors and *********************** take appropriate action to honor the warranty agreement.

  

  Business Response

  Date: 02/17/2025

  The customer at their own discretion purchase an extended warranty at the time of sale. We are a no haggle, non commission team so we do not use pressure tactics on customers when selling vehicles or product. 
  

  When the customer had the vehicle taken in to Tesla for routine repairs and maintenance common for used vehicles, their warranty company informed them they do not cover the component that needed repair/ replacement. The customer was unsatisfied with the company. 
  
  Our finance manager went beyond and contacted the warranty company on behalf of the customer as a favor to persuade them to work with the customer and possibly reach a resolution. It was only due to the diligent work on our end that the warranty company offered a $500 credit back to the customer. Which was sent electronically via ***** to the customer end of January. 
  
  Our finance team is further working with the customer to ensure we get them the warranty coverage that they feel most satisfied with. The customer was last contacted via phone on 2/11 to discuss options for finding a new warranty. In the meantime we explained we simply must cancel the existing coverage before activating a new one. 
  
  We are still actively in contact with the customer and were under the impression that the customer understands that we are a separate entity that the warranty company and Tesla. 
  
  The customer always has the option to trade in the vehicle for something else to their satisfaction. 

  

  Business Response

  Date: 03/01/2025

  Once again while we understand, how frustrating it can be to wait for a resolution unfortunately we work within the guidelines and time frames from the warranty company. Which means our hands are tied in terms of how soon a new contract can be initiated and the reason behind the wait for the $500 credit. 
  

  The credit had to first be approved by the third party warranty company, be sent to our dealership, and only then was it forwarded to the customer. 
  
  In terms of the warranty the customer has been in contact with our Finance Manager and was sent a revised contract on 2/28. They are currently still in the midst of discussing their options and coverages for the new warranty. 
  
  At this point we have provided the customer with everything they requested. Once again they always have the option to cancel their warranty and trade in for a different vehicle all together. 

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 22719719
  
  Thank you for your support in resolving this issue. I signed a new warranty contract on March 1, 2025, and am awaiting confirmation from the warranty company that it is now active. I hope this new contract addresses some of my concerns, allowing me to move toward closing my complaint with them. Please note that the second warranty, called Alpha ElevatedCare, will remain unchanged.
  
  
  Sincerely,
  
  Estfanose Kelkay

• Initial Complaint

  Date:10/01/2024

  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.

   
  Complaint: 22364359
  
  I am rejecting this response because: They can not provide me a document that states the module was replaced. They are just telling me that with no proof. I have a document that shows what the miles are on the car. If they can provide me documentation that this part was replaced then I can have someone look into that. All they are saying is here say to me at this point There is no proof. Show me previous body shop records or anything from Carmax. 
  
  Sincerely,
  
  ***** ********** come from ****** as well which sells cars at auctions that don't meet their strict standards which is another red flag. Ive tried to reach out to the dealer to try to get this solved. They have told me they would look into this and just never get back to me. Another thing I would like to mention is that is my car is in service at a local ***** dealer and I bought an extended warranty through 405 and was trying to use it and come to find out 405 never paid the company so my extended warranty was voided September 22nd, so I had to call them and question them as to why they didn't pay it when that amount was tacked onto my loan. that was another red flag.I'm in the process of filing multiple complaints and seeking legal help.

  

  Business Response

  Date: 12/08/2024

  405 Motors guaranteees the odometer on the vehicle based on the title history and previous sales documents from the prevoius customer. The Odometer clearly show the 6k miles and no show no evidence of being tampered with. The mileage discrepancy that acura is referring to is based on module that was replaced on the vehicle after it was repaired and it very common practise for repair shops to install used modules from different acuras. 

  Customer was given the option if they were not happy with the vehicle to trade in and we can offer them a different car. Customer indicated that they were not interested in trading out the vehicle and wanted a cash compensation.  We further asked the customer to get the acura to check the odometer to see if it had any signs of tampering and get it in writing for us to go further.

   

  

  Business Response

  Date: 02/04/2025

  Customer has been informed multiple times that if they are not happy with the purchase we are willing to take the car back. Customer did not want to excesise that option. As far as the mileage is concerned State and Federal **** disclosure documents show the mileage to be accurate and correct. history reports and other documents and modules are not relied upon for mileage readings it is solely the odometer. Customer was asked to to get in wriiting that the odometer was changed or tampered with and we can pursue that further. At this time there is no other remedy that we can offer the customer.

  Customer Answer

  Date: 02/07/2025

   
  Complaint: 22364359
  
  I am rejecting this response because: they are giving me the option to take it back or trade it in minus the miles Ive driven and minus the depreciation of the vehicle. They sold me a car with no title at this point and mileage issues. At this point my bank is gonna want to take the car because they have not produced a title to my bank. They either need to trade in my vehicle at no cost to me and give me back my down payment and all my monthly payments or take my vehicle back and give me back all the money Ive spent and put into vehicle. I cant even trade in my vehicle at another dealership because I have no **** title or registration. Selling me a car that they never had a title to is now an even bigger issue. Tell me how Im responsible for your mistake. How does it make sense that you guys are telling me oh we will take back the vehicle minus all this stuff, no you guys made the mistake of selling me a vehicle that you cant produce a title for. If I wouldve known that I wouldve never bought the vehicle. Im pretty sure a lawyer would feel the same way. I already have a pending complaint into the *** regarding the title issue. You need to fix your mistakes! 
  
  Sincerely,
  
  ***** **********

  

  Business Response

  Date: 02/17/2025

  To ensure customer satisfaction at this point we can offer the customer two options. 
  
  1. One would be to buy the vehicle back at the cost that the customer originally paid minus any finance related or applicable banks fees. This does not include monthly payments made. We would also inspect the vehicle for any unusual or excessive wear based on the time owned. If customer insists on a refund for monthly payments, we would charge on a mile basis for usage occurred since the customer has been using and driving the vehicle since purchase. 
  
   2. Two customer has the option to trade in the vehicle for the same value for another vehicle at our dealership and we can ensure that there will be no delays or issues with title transfer. The down payment would be applied to the new purchase. The customer would also be getting tax credit on the new vehicle. 
  
  This is the very best we can offer, since the customer would be getting back the original price of the vehicle. We are happy to discuss this further with the customer after seeing the vehicle, so customer has all the information we can provide in terms of numbers. The customer can then make an informed decision on how to proceed. 

  Customer Answer

  Date: 02/18/2025

   
  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:09/04/2024

  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.

   
  Complaint: 22241273
  
  I am rejecting this response because:

   Im emailing 405 motors the recordings they asked for

  the complaint is about a Breach of Contract and not about vehicle repairs

  If I dont get the $8000.00 I asked for after I have complied with their request a lawyer will be hired and a law suit will be filed against 405 motors

  
  
  Sincerely,
  
  *************************

  nt. I knew then that they never intended to honor the contract from the beginning. Because I did not understand why they don't want to do the job that was easy , affordable and above all we had a binding contract. I drove all the way from my house in ********* to ***** of Tacoma and explained to them my situation and their response was : First, how did they let you drive the car with dip and big hole in the center of the windshield which is against the law. Second, for them to install the rear view mirror they have to remove and put new windshield as for the hole on the roof the car has to go to a body shop before installing the antenna. The cost from ***** of Tacoma was $ ******* before taxes (have the invoice from ***** of Tacoma and they have a copy of it) . based on the facts mentioned above I wrote them a demand letter asking for compensation to fix my car ASAP (so far no answer) All documents and consented recording calls with two videos are available.

  

  Business Response

  Date: 09/10/2024

  Hi ******************,

  We have received both the BBB correspondence and the complaint that you sent to our office. I will look into this further. However you mentioned both via BBB and your direct correspondence that you have audio and video recordings that are pertinent to this concern.

  Please share those recordings at your earliest convenience so that I can address this matter completely at the earliest possible time. If the audio and video recordings cannot be uploaded on the BBB portal. You may email them directly to us at:

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

  Thank you bringing your concerns to us.

  Thank you,

  405 Motors

  Customer Answer

  Date: 09/19/2024

  To whom it may concern,
  
  This correspondence is to inform the BBB  that an agreement was reached between me and 405 motors therefore, I'm withdrawing my complaint against 405 motors and consider my case closed. 
  
  Truly yours,
  
  *************************

• Initial Complaint

  Date:07/24/2024

  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.

   
  Complaint: 22035898
  
  I am rejecting this response because:

  First off, our friend who looked at the vehicle is not a mechanic, he does not make his living working on cars. He did us a favor by putting eyes on a car we were interested in from out of state. While 405 can hide behind their "policies" and "signed paperwork" we only agreed to the terms of sale based on their representation of the vehicle's condition. They either completely falsified the description or are incompetent in automotive condition assessment. I'm not sure which is worse. It is more important to us to warn other buyers as to their shady dealings than to take their bribe of $250. Buyer beware of these guys and their priority of profit over honesty and trust worthiness. 

  
  
  Sincerely,
  
  ******* *******

  * and any exposed parts black to look good & photograph well, it fooled us. They were so degraded that the car could not be aligned. We contacted *** to help offset the cost of replacing the front end. He said 405 offers a $500 drive train warranty with every purchase to customers (this warranty is void because we are out of state).They gave us the $500 + $250 which acknowledges their misrepresentation of the vehicles condition. *** accused our mechanic of padding the bill because thats what mechanics do. *** also stated that "it's a used car, if we do not like it we should sell it". Our total repair bill was $13,100. Yes, we did elect to do some of these repairs. Wed asked that 405 Motors help with the cost of the crucial repairs, and they declined. 405 states that their vehicles go through a safety inspection. With the parts being so degraded that the car could not be aligned, this posed a safety hazard traveling at highway speeds. We are asking for $4250

  

  Business Response

  Date: 08/21/2024

  Thank you for reaching out regarding your recent experience with 405 Motors. We value our customers and appreciate the opportunity to address your concerns.

  
  The purchaser had a friend and a mechanic inspect the vehicle prior to shipment, and we appreciated your diligence in ensuring the vehicle met your expectations. The customer signed all paperwork acknowledging options availavle to them for further inspection. The paperwork was also clear in this regard.

  We would like to clarify that the vehicle was sold as-is, as stipulated in the sales documentation signed upon purchase. This means that the buyer accepts the vehicle in its current condition, and it releases the dealership from responsibility for any potential issues that may arise after the sale. The only coverage we provide is a 30-day limited powertrain coverage. It is not a nationwide coverage. The components outside of this coverage would not have been covered even if customer was here locally. The suspension components they are mentioning on a 12 year old vehicle are maintenance items.

  We genuinely care about our customers and strive to maintain transparency throughout the purchasing process. To further demonstrate our commitment to your satisfaction, we issued a goodwill payment of $750. Retail cost of maintenance/repairs is not something that we would cover. Services that would be possibly required maintenance on a 12 year old vehicle.

  We would be willing to offer an additional and final goodwill credit of $250 to the customer. 

  We apologize for any inconvenience this may have caused you and appreciate your understanding of our policies. If you have any further questions or need additional assistance, please dont hesitate to reach out.
  Thank you for being a part of the 405 Motors family.

  

  Business Response

  Date: 10/24/2024

  All customers at ********************** are allowed to not only send or bring someone in to inspect a vehicle prior to sale, they are also allowed to take a vehicle out for third party inspection. This particular customer opted to send an independent inspector to look over the vehicle for them. This individual spent over an hour inspecting the vehicle, at which point the customer called and said that they were happy with the inspection and wanted to proceed with purchase. For the customer to later insist that the inspector wasn't an official mechanic or certified is not a liability on 405 Motors. All customers are welcome to make their own decisions on who they send or where they take the vehicle prior to purchase. If they had asked the same mechanic or inspector to take the vehicle to a local ****** dealer here in ** we would have accommodated it accordingly. Nothing is hidden and the condition of used vehicles is left extremely transparent for ease of the customer. At the end of the day the vehicle is a used vehicle and over time it is susceptible to cosmetic rust and rust on consumable parts. Despite being an older used vehicle it was still covered under our 30 days or 1000 mile warranty covering drivetrain. Despite these complaints NOT being covered under this warranty as a goodwill gesture we gave the customer $750 total as response to their complaints and concerns, to resolve any issues. To then have the customer file a complain and require more concession for an issue we thought resolved with the initial credit is not acceptable to us. 

  At this point all we are willing to offer is an additional $250 as a goodwill credit, since customer has already received $750 prior to this complaint This additional $250 goodwill credit and a $150 ****** gift cards is being offered if it will satisfy customers complaint. Since we are confident that we both presented the car accurately and we gave the customer ample opportunity to inspect the car prior to purchase.

  Customer Answer

  Date: 11/03/2024

   
  Complaint: 22035898
  
  I am rejecting this response because:

  405 Motors miss represented how much rust the ** actually had. *** our sales manager clearly stated in a text message to me that the ** had zero rust. We moved forward with the information provided purchasing the vehicle, then we ended up with a vehicle that needed to have major front end repair due to the parts being so compromised by rust.  The rust problem is not limited to the front end components only, its all over the vehicles frame etc. We should have been given  more accurate information.   
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/08/2024

  If customer is still unhappy with their purchase at this point 405 Motors can offer to buy the vehicle back from the customer with the conditions below. Customer will pay for transport back to our facility and restocking fee which will be determined by the current condition of the vehicle. We expect vehicle to be in the same condition as at the time of purchase with no significant mileage use. The restocking fee and transport will be deducted from the original purchase price paid by the customer and remaining balance will be refunded back. 

• Initial Complaint

  Date:08/22/2023

  Type:Product 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 February 25, 2023, My husband (*************************) and I acquired a 2009 ***********, a single-owner vehicle with a comprehensive Carfax report. Concurrently, we obtained an extended warranty from **************** Our total purchase was $18,584.32. However, after driving the vehicle for just over **** miles, it began to develop a loud ticking noise. We responsibly consulted with a certified shop in ******* on June 11, 2023. After two months of assessment, it was conclusively determined that the vehicle required an engine replacement.In compliance with the warranty agreement, *************** dispatched an inspector, who unfortunately denied the claim on the grounds of a 'preexisting condition'. And stated to contact the dealership.Currently the vehicle is at *************** ******* ** *****, awaiting payment for the extensive documented diagnostics evaluation and a fair market estimate for the engine replacement.My husband ***** contacted 405 Motors spoke to management gave full details of the situation. 405 Motors did not deny responsibility and stated they would need to contact the salesman who assisted with our purchase. This conversation was August 16,2023. We have not received any further communication. Since 405 Motors had been in possession of the vehicle since 6/6/2022 prior to us purchasing the vehicle they are dutifully responsible for the 'preexisting' condition of the vehicle and since selling the vehicle without disclosing this severe 'preexisting' issue by law can be considered fraudulent practices and are liable for either covering the cost of the 'preexisting' condition found by *************** warranty or refunding us the total amount of the purchase price plus interest since the start of our vehicle loan.

  

  Business Response

  Date: 11/15/2023

  I hope this letter finds you well. We appreciate the opportunity to address and resolve the concerns raised by ***************************** in their complaint against our company, 405 Motors, filed under BBB Complaint ID ********.
  
  I have reached out to the customer to gain a better understanding of the situation. After a thorough conversation with *************************, I informed him I would further research their complaint and work towards a resolution. I reached out the customer afterwards and offered a resolution to address their concerns which they accepted.
  
  As a gesture of goodwill, we offered ******* and ************************* a refund of $2000. I have emailed the customer and this will be mailed out or electronically paid to them on receipt of the reply back to us.
  
  We value our customers and their feedback, as it helps us continuously improve our services. I appreciate their patience in this process.
  
  Thank you for bringing this matter to our attention, and we appreciate your assistance in facilitating a resolution.
  Sincerely,
  
  Basit Bhurgri
  

  
  

• Initial Complaint

  Date:05/12/2023

  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 purchased a **** ***** civic for 7700$ from 405 motors on 4/28 with a 1 month **** mile warranty only for the car to break down on the ride home. They fixed the issue but when I showed up to actually take possession of the vehicle they insisted the warranty had already started because they had to work on said vehicle. It literally broke down on the drive home. The warranty should begin when the vehicle was delivered fully functioning.

  

  Business Response

  Date: 06/07/2023

  All our vehicle are sold as either:
  
  1) Vehicles under ******* miles are sold with a limited powertrain coverage that ends 30 days after sale or **** miles after purchase with a $200 deductible. (No towing/rental included)
  
  2) Vehicles with over ******* miles are sold as is.
  
  The customer purchased the vehicle on 4/28/23 after test driving the vehicle. The vehicle had a mechanical issue that was NOT part of the limited powertrain coverage. Any used vehicle can have issues arise at any point that are outside of the limited coverage. 405 Motors did the following as good will:
  1) Provided a complimentary loaner.
  2) Repaired the issue at no charge to customer.
  
  All coverages obviously start at point of purchase and goodwill or repairs would be out of pocket otherwise. The coverage cannot be extended as the repairs performed by goodwill are already above and beyond the coverage provided at point of sale.
  
  405 Motors