Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an F150 on August 3, 2024. I have not received my registration or pink slip and it has been almost 5 months. I have called them several times and each time I get brushed off with them telling me they will call me back. They have not called me back 4 out of 4 times. They have not been helpful in resolving the issue. My temporary license has expired. I had to reach out to my assemblyman to see if they could assist. The Assemblyman assisted in having DMV do research. *** was able to give me a temporary extended registration. Just Better Cars has sold me a vehicle that cannot be registered and they are doing nothing about it to help resolve the problem. I still have no resolution.

  Business response

  12/30/2024

  Hello, 

  I apologize for the delay in reply. I had hoped to have a complete response from *** prior to responding. However, they have not supplied a response to date. This specific title/registration packet is sitting at the ********** as we speak, and has been for quite some time. They have sent it back for more information and more fees multiple times to the company we purchased it from. It currently is awaiting *** to process internally. It is up to *** and the company that we purchased the vehicle from to complete this process together. Until they complete their portion, it is unfortunately out of our hands, and in the hands of DMV. We have been checking in on it every couple days since you purchased it. I have reviewed ******* notes to verify that this is the case. I have been in contact with the *** investigator at least once a week as well. He is aware of the situation. I will continue to check on ***'s progress and ensure that once we receive the documents from DMV, so that we can process on our end for you, we will expedite that. 

  I absolutely agree with you that you should have your registration completed by now, unfortunately there are times when things get stuck in DMV processing and the normal electronic transmission is not able to be completed. When that happens, documents must be physically mailed to *** offices. This is the case with your paperwork. It hasn't even made it to us yet, to process for you.

  As far as not speaking to anyone here at our dealership I apologize if that has been the case lately. I know that *****, who processes our DMV, did say that she spoke with you early on and had not heard from you since. If you were trying to get ahold of her, she hadn't been delivered those messages and that is an issue that should not have happened. 

  I would be happy to take your call should you want to discuss further, and I will continue to check on the documents and inform the DMV investigator as updates are available. 

  Thank you, 

  Jessica 

  Customer response

  12/30/2024

  I am rejecting this response because:

  You have indicated you have continuously checked with DMV every few days.  Why would you never update me on the status if this is true?  I have reached out to my local assemblyman who reached out to DMV.  That it why DMV did a deep dive.  I previously requested DJ (manager at your company) to contact the company you bought the vehicle from so that he could put pressure on them.  ************ has not once called me to given me an update.  Your response in this BBB format is the first your company has reached out to update me.  I can not be more dissatisfied with how you are handling this.  You act powerless to make any effort.  My suggestions on how to get this moving are listed below.

  Contact the company you bought this from and confirm they have paid their dues.  Get names of people you speak with.  Follow up with them.  Put pressure on them to pay their dues.  I bought a clear title from Just Better Cars.  You should end up fixing this if they do not.  You should be the one in the end to make sure my transaction with you is legitimate.  Right now it is not.  If I cannot get a legitimate title I will pursue litigation.

  Give me weekly updates.  You not telling me anything only makes me more dissatisfied.  dsThis has been going on for months.

  With conversations with DMV and anyone else necessary, document date spoken with and results of call.  I would like a copy of the log.

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

   

  
  

  Business response

  01/08/2025

  Hello Sir, 

  We are aware as to why *** has assigned an investigator to the case. And I assure you that everything I said in my previous reply to you is true. Thank you for your advice on how to follow up and notate conversations. Luckily, this is the process we already follow and I have do multiple pages of these notes  in your file. As far as dealership staff reaching out to you to give you updates, I did apologize previously that you did not receive the communication that you expected. I have since discussed this issue with the employees named. 

  I finally received a call back from the *** Investigator yesterday, late afternoon. He was off work for the holidays. He stated he was able to speak internally to a few department managers at ***, that we as dealers do not have direct access to, and has been able to request a rush on the file that pertains to your vehicle. I mentioned to him that you were increasingly upset over the matter and that all parties involved appreciated him stepping in and pushing on the *** side to get this expedited. He said that he would be happy to accept a call from you if you needed further clarification. His name is ***** ****** and his work cell phone is ************. 

  Again, I am also happy to accept a call from you and discuss any details that I have, regarding this transaction. 

   

  Thank you and make it a great day, 

  Jessica 

   

  Customer response

  01/17/2025

  I am rejecting this response because: I have been out of the state the past week and have not had email access.   My complaint has not yet been resolved.    I do not wish to close this complaint until I see the conclusion.
  

• Initial Complaint

  11/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I live in ****** but I have purchased a vehicle about 3 months ago in *********, **********. While doing the paperwork, I clearly stated the vehicle was going to be registered in the state of NV, but they still charged me the California DMV. About 2 months ago, *** received a letter to pay off $266 for the remaining balance due to the CA DMV. I called the business and talked to one of the employees, who stated I didnt have to worry about it, that hed let the proper department know of the situation so, no payment were necessary. A couple of weeks ago, I received a letter in the mail stating that I owed a balance and it was going to collection.I called again and spoke with *****, twice. She offered to split the amount with me, so to avoid collection, I went ahead and paid $133,00. I think its absolutely unfair that I had to pay not only the CA DMV, but another $133 because they unconvincingly made a mistake.I just wanted to let the general manager know, I am currently shopping for another car and I had every intention to go back and do business with them. The fact that I was literally ripped off, made me realize business really dont understand what returning customers mean.

  Business response

  11/26/2024

  Hi Ceres, 

  I appreciate you taking the time to speak with me regarding your issue, and again I apologize for the confusion regarding the registration of your new vehicle. I have placed your refund check in the mail today. You should receive it in a few days. 

  Thank you, 

  *******

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Just Better Cars put additional costs into Contract without my permission. And added cost for, Theft Detection Device for $599.00. The dealer said all Cars had this device added and the cost could not be taken off. I had them subtract costs for Tire coverage, and lost Key coverage which amounted to approximately,$1600.00. These guys are crooks! When I test drove my 2011 *** I noticed problems, and asked them to fix them if I bought the Car. They had me to the dealership three times to confirm the list of problems and get permission to repair. I finally left the car and told them I would pick it up when repaired. Took 8 days, and they used my Warranty , which I thought was wrong. Also, they didn't fix noise in rear of vehicle because it was bought as is?

  Business response

  08/16/2024

  Hello,

  I was able to meet with the employees that were party to your deal and also the service you had done after you purchased. In reference to the Tire and Key products purchased, those were removed without issue from your contract when you called and decided you no longer wanted them. In regards to the repairs that you brought your vehicle back to have done, everything that was covered under the warranty was repaired. You opted to not have the work done that was not covered under warranty. The vehicle you purchased had ******* miles and unfortunately with higher mile vehicles there can be some wear and sounds that are normal for that mileage/age of vehicle. As for the time frame that the repairs took, I do see that we had to order parts necessary for your repairs. The vehicle was driveable, but you chose to leave it here while we waited for those parts to be shipped to us. Unfortunately, that is not something that we have control over. 

  We are sorry that you are not satisfied with your experience, but we do believe that we handled everything as requested. 

  Customer response

  08/16/2024

  I am rejecting this response because: They did not address the two charges added to the new contract.  Under title: Total Cash Price, they added $600.00.  And under:

  Optional theft device, $599.00.  Key word OPTIONAL!  The $600.00 charge was not on original contract.  I want this money back!

  
  

  Business response

  08/23/2024

  Hi *****,

  I wanted to get back to you. The $600 that was added to the second contract after you cancelled the other products, that was for the purchase and install of the hitch you requested. I was able to speak with the owner this morning and he has approved me to cancel the Theft Registration for you. I will need your signature on the cancellation form so I will email that to you. This is required by the admin company as a protection for consumers so that dealers cannot cancel product without customer authorization. Additionally, he has approved a refund for the $600 hitch you purchased. Please be on the lookout for an email from me today with the cancellation document. 

  Customer response

  08/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We financed the vehicle from just bettercars.com. 13 days later my wife was in a car accident that was deemed not her fault, so State farm agreed to pay out for the car. They agreed to pay $8,743 but since the dealership was also on the title, they said we owe them $5, 487, which included two optional protection plans that we were unaware of, to a total of $1,298. I contacted the protection plan company directly, they inform me that they had never received payment and therefore the protection plans were never active. But the insurance is paying him for the total amount owed which includes this $1298, even though he never paid it out. He is agreed refund one of them for $699, but claims he needs an extra two weeks to process the refund. This is not only wrong but it's insurance fraud. Rightfully, he should only receive. $4, 189. This is going to make it impossible for us to buy another vehicle as we will only have ***** for down payment.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2015 ***** Silverado **** from this company in march. It is not December and I do not have my license plates. I have called 3 times and each time been reassured the plates would be in my hands in 1-2 weeks. I think the company does not have the title to the vehicle or something else shady.

  Business response

  12/22/2022

  Hello, I apologize for the delay in reply on here. I wanted to make sure the issue was resolved for the customer first. *** has, at this time cleared all of the error codes from the system and have stated they will be mailing license plates and registration stickers to the customer directly. 

  This specific issue obtaining plates for the customer was a very long and drawn out process. To make this long story short, the dealer did in fact, have the title to the vehicle. There was no issue on the dealer's end in supplying *** with the necessary documentation to transfer the vehicle to the customer. The *** system was erroneously giving error codes that would not allow the dealer to process the paperwork electronically, in the standard fashion. The dealer had actually outsourced the filing of the paperwork to a registration service as soon as the *** error alert came across. Once that happens it is a long process because documents have to be mailed to and from *** and it takes weeks for *** to get around to look at the documents once they get them back in the mail, each time. The dealer ended up having to pay *** additional penalties and fees on this vehicle that should not have been due. We believe that we did our due diligence in getting this processed for the customer, though we completely understand the frustration with how long the process took. Sometimes there are things with *** that are out of our hands. 

  At this time we feel as though we have resolved this issue. Though, if for some reason the customer does not receive the package from *** in the next few weeks, we do ask that he let us know so we can reach out on his behalf and try to assist in that manner as well. 

  Thank you for allowing us the opportunity to help you.

*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. ↩