Complaints

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car a couple of weeks ago. It broke down on the way home from the dealership. From day 1, you can see all of my emails begging for help. They've had my car in their garage more than it's been in mine. They refuse to give me a loaner to get my kids to school. They refuse a refund. I never got to drive the car! It broke down immediately.

  

  Business response

  08/26/2024

  ****************** ****** ***** II did purchase a vehicle at our dealership on 08/12/2024.  ************** was given the opportunity to test drive the vehicle and take it to his trusted mechanic.  At the time of the signing for the purchase ************** signed Buyers Guide was signed acknowledging the vehicle being sold AS-IS NO DEALER WARRANTY. ( with a list of some major defects  that may occur in used vehicles that was also signed) Mr. ***** signed the document AS-IS  sold without warranty that also disclosed vehicle has no warranty. ************** signed Material particulars disclosure that also states vehicle is sold AS-IS and acknowledging CARFAX report.  ************** signed WAIVER OF SERVICE CONTRACT.  Enclosed also is the CARFAX given to Mr. ***** for free, to disclose any and all vehicle history ( also signed by Mr. *****).  The sale will not be canceled or refunded. Mercado Motors out of good will has had a mechanic look at vehicle and diagnosed an issue for which a part has been order to replace.  Mercado Motors has also out of good will has reimbursed  customer for 5 days of a rental vehicle until part arrives. This vehicle was sold as-is with no warranty and acknowledged by signatures  serval times by Mr. *****. Enclosed documents included.

   

  Customer response

  09/03/2024

   
  Complaint: 22178249
  
  I am rejecting this response because:

  The vehicle still frequently doesn't start. It's a lemon. I'm out $11,000. Mercado did not fix the problem. It's had the problem since I bought it. I can already see that I'm going to have to go to court. This isn't fair.

  
  Sincerely,
  
  ******** Price

  

  Business response

  09/04/2024

  Our response remains the same as previous response. 

  Customer response

  09/10/2024

   
  Complaint: 22178249
  
  I am rejecting this response because:

  Please look at the email string. Since day 1, the car would not start. ******* promised to fixed it. She just called me and told me that she refuses to help me any longer because I "...filed this BBB complaint and left her a bad ****** review." I have it on tape. Even though she already promised to fix the issues, she just took that promise back because I left reviews.

  
  Sincerely,
  
  ******** Price

• Initial Complaint

  10/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased the vehicle from Mercado motors on December 26th of ******************************* January of 2023 I also made a payment in February however my father's passing took a toll on me financially and also emotionally. I missed a payment in March but communicated why with Mercsdo motors and explained my plans to make the loan current. Nobody mentioned having any concerns with this during that time. I begin to make payments on my loan the last day of every month to avoid following far behind as I planned to bring the account fully current in September when I received a work bonus. However in August of 2023 Mercado motors repossessed my vehicle without notifying me that the account was going in that direction. My last payment before they took my vehicle was July 29th, they took the car on August 29, the day I usually call in to make payment. They refused to take a payment from me during that time and stated the car had to be repossessed. When I asked mercado motors to explain why I wasn't contacted by letter, phone or email that my account was possibly out for repossession in order to resolve this I was not giving any clear answer. I pointed out to them that Colorado state law requires notification. Then they claim to have mailed me a letter and stated that it had been returned. However, all of my other mail gets delivered, and they had the correct address obviously. Frustrated I decided to go ahead and move forward and make the payment to retrieve my vehicle because my stress level is too high to deal with these people and their poor customer service skills. Well now we are in the month of October and I attempt to make a payment on my auto loan 10/12/2023, but I am told that I am not allowed to make a payment on my auto loan because there is a mix-up with my insurance. I have sent over the information that they requested for my insurance policy and I also stated that I am okay with connecting them with The General to sort things out over the phone. Mercado Motors would rather harass me constantly instead of communicate with me so that I would have a clear understanding of what's going on and they are again refusing my monthly payment which is going to put me behind on my car loan that could possibly result in a repossession again. It seems that regardless of what I'm attempting to accomplish as a customer, they will do whatever they can to create a chaotic experience for me. It is unclear why they have targeted me for this sort of harassment. I've asked if they could void my loan so we can not continue business together and they refuse. At this point I am feeling trapped as a consumer while they get to harass me for their own enjoyment.

  

  Business response

  10/17/2023

  Please read attachments

  Customer response

  10/18/2023

   
  Complaint: 20730408
  
  I am rejecting this response because:

  This complaint isn't about any car, this complaint is about me and how I was mistreated. Disrespected and insulted by the employees at this dealership. My car note is paid, I have insurance that problem is resolved however they have failed to address the biggest factor around this complaint, their harassment and illegal collection and repossession practices.

  Sincerely *******************************

   

   

   

  

  Business response

  10/19/2023

  Documentation was submitted to BBB to demonstrate collection and repossession was done correctly and legally.  **************** made accusation that she was not more than one month behind which was not true. **************** stated that she was not notified of defaulted account which was proven by Mercado Motors with letter that was not picked up by *****************  **************** stated Mercado Motors had no communication when documentation of text messages disclosed that statement false.  The disrespect and harassment has been through **************** and Mercado Motors has the phone calls and video to prove this. The response of the rejection is false. **************** has used profanity and unprofessional language to all in the office when her vehicle was repossessed, which was a result of non payment of two months on the auto loan. 

  Customer response

  10/19/2023

   
  Complaint: 20730408
  
  I am rejecting this response because:

   I never received a letter or notification of a letter. 

  Payments were made April-July on my loan, via phone, no concerns were mention from their end. 

  Under Colorado law, you must be in default on your loan agreement for at least 10 days before your lender can send you a default notice. After your lender sends a notice of default, you have an additional 20 days to bring your loan current before your lender can repossess your car. ( I was never provided this opportunity or notification  prior to August) ** I was allowed to pay on 8/30/23 I would have only been 6 days past due.  

  Is it ok to mistreat a client based off account status? 

  Angry outburst are trauma response.  Blaming the victim for how they respond to being disrespected is manipulation and gas lighting. There's no aknowldgement in the role they played to trigger or provoke.

  Why was my payment refused? Why isnt my account notated, what happened to my emails? Why was I belittled, yelled at, insulted and harrased? Why isnt this the first time they've had one of these complaints? Are all the other customers  who have accused you of similiar behaviour wrong as well?

  Why was I a target for this? What is the name of the mystery bank you claim holds my account?

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

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Mercado Motors with over $3,000 down payment and decided to buy a 2010 ******** ***** When I was driving home after spending several hours(the entire day) at the dealership, I noticed I had only one headlight working and was unable to see the road well enough to continue driving at night. I went and bought a light replacement which was over $100 only to learn that it was an electrical issue not the bulb. So I told Mercado motors about it and they told me to bring it in the following week so I did and they kept it for over a week only to give me a temp job on the light, within a couple days it was back to not working. Then on July 7th, 3 weeks or so into having car I was up a few towns away when a hail storm so severe it broke my windshield, sun roof, and dented it all up occurred further damaging my car. I called Mercado motors and told them I had already one payment in and have another coming but that I was not gonna pay it cuz I was in process of moving and the car was gonna be declared a total loss from insurance company. So for them to wait for my payout and I would get another vehicle picked out. The lady told me she would notate my account and let them know. So I didnt worry until the insurance was taking a bit longer to review but that didnt stop Mercado motors for coming to collect my car from my home and leaving me without any other options. This is done knowing theyre about to collect the insurance money, they got my deposit and screwed me leaving me completely Empty handed. Totally Scammed. Got all my money and my car and not one phone call over one late payment not even have the car for two whole months!!!

  

  Business response

  09/19/2023

  PLEASE READ ENCLOSED DOCUMENT AND RESPONSE. 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in to Mercado Motors on May 13, 2023 to buy a *********************** full. When I test drove the vehicle, I took it to autozone to get the engine checked and no codes came up so I decided to buy the car. After driving the car for 3 days, it malfunctioned on me while I was on the freeway and it was not able to accelerate anymore, and the check engine light turned on. I took pictures of the dash before I started driving as well that shows there is no codes, the cars temperature is fine and all the fluids were topped off before my drive. I have a video of the light turning on mid drive as the car was shutting down on me. When I pulled over on the side of the road, the car would turn back on but would shut off if I tried to drive again. I was left stranded on the side of the freeway and had to get a tow truck into the nearest city. My boyfriend was in contact with Mercado Motors the day I broke down and confronted them about clearing the codes on the car in order to sell it to me, they didnt deny it. All they have offered so far is to pay for half of the bill from the mechanics that they are partnered with. But there was nothing in writing and it was the mechanic that told me that and not Mercado motors themselves. Since then my boyfriend and I have been battling to get in contact with them. They are claiming that the owners have been gone and they are the only ones who can make a decision. Its been a week since my car broke down and Mercado Motors has not been in contact with me. I sent them an email as well expecting an answer and so far I have not received anything. I still have not gotten any information about when I will receive my title as well because I told them I would pick it up in person. I have paid out of pocket for the tow truck, the overnight stay in the hotel because I had no other way to get home, and the shipping of the car back home. I just want to know what I am entitled to since I dont even have the title yet of the car.

  

  Business response

  05/30/2023

  ********************************************** purchased a 2011 **** Expedition on 05/13/23. This vehicle was sold "as-is" with no  dealer warranty and she signed a waiver of a service contract.  The buyers guide has a list of some major defects that *** occur in used vehicles which is also signed by customer.  Enclosed are the documents ************************* signed acknowledging the "As-Is" and initials next to written statement informing customer can take the vehicle to their own mechanic for off the lot inspection. Which in her complaint she mentions that she did take it to Auto Zone who did do diagnostic testing and found no issues. As part of our sale at Mercado Motors we give a free Carfax History report to the customer at the time of the sale to allow the customer to make an informed decision on their purchase. Mercado Motors pays for the report and history is disclosed completely with signatures with the customer. On 05/18/23 ************************* did send over a photo of a diagnostic ran on the vehicle. Mercado Motors shared the photo the mechanic shop who then sent her an invoice for repairs. (enclosed) The invoice totaled $1276.66 . Mercado Motors advised shop that Mercado would in goodwill would cover 1/2 ($638.33) of the cost for estimate. A text message was sent out to ************************* on 05/18/23 by Mechanic Shop. On 05/19/23 Mercado Motors was informed that vehicle was in **********. ************************ was informed the she needed to get vehicle to Mercado Motors in order to have goodwill agreement completed. On 05/24/23 ******* returned a message to  ************************* to check on status of transport of vehicle. On this phone call ************************* decided not to accept the goodwill attempt made by Mercado Motors. Work order was canceled at Mechanic shop after the decline of the goodwill.  At no time has Mercado Motors acknowledged clearing any codes from the vehicle. Customers title work is being processed and be given to customer within timely matter. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had to spend **** to fix the sunroof on the vehicle and was not able to pay the pick up note on time and I explained to them why I couldnt because I had to pay for repairs on the vehicle my contract states the payment after the pickup note was due on the 25th of every month not the first and I was given no warning or anything that I was in default and they immediately took possession of the car from the dealership and they have since refused to give me back my belongings from the car or my down payment back for the vehicle Im asking that ***** be returned to me along with my belongings

  

  Business response

  08/17/2022

  please see attachment. 

  Customer response

  08/18/2022

   
  Complaint: 17720435
  
  I am rejecting this response because:
  These are not true facts I have told the dealership I do not have a vehicle I do not have a way to get to the dealership and every time I have called when they hear my name they immediately Hang up and the damages done to the other vehicle was covered by my insurance mercado had no out of pocket expenses and when I went to pay the 998 dollar bill I was told that I could not pay it because mercado would not let me pay it I had the full ability to pay my bill and my payment was not due until the 25th of august. Which I was given no remindedrs no nothing and I did not have my paperwork with me because I was in the other vehicle this dealership if you can call them that has stolen **** dollars from me and I am demanding that it be repaid back to me 
  Sincerely,
  
  *************************

  

  Business response

  08/23/2022

  The customer did receive text messages to remind him of the payment due for the remainder of his down payment. He did answer the text message stating he was not going to pay the remainder of the down payment.  His contract has his first months payment due 08/01/22 which he also did not make an effort to pay.  It is the customers responsibility to keep his legal documents in a place to be able to reference to. Our office did email him a copy of his installment agreement that explains everything that is being stated in this response. **************** phone calls are being answer regarding the pick up of his personal belongings. The customer is aware he must come in person with his ID to pick up his personal belongings. Regulations require him to sign documents. **************** refuses to come in person to process this transaction. **************** must make an appointment to complete this process to insure the proper personal is available to assist ****************. The text message have stopped due to the fact that **************** has chosen to be inappropriate with his text messages. Mercado Motors has had communication will **************** but unfortunately he chosen not to follow his purchase agreement. **************** may call to make an appointment to pick up his personal belongings. 

  Customer response

  08/23/2022

   
  Complaint: 17720435
  
  I am rejecting this response because: this buisness is lying they refuse to acknowledge the fact that I do not have a way to their dealership they refuse to awnser my calls they hear my name and I get hung up on the phone 
  
  Sincerely
  *************************

  

  Business response

  08/24/2022

  This is our final communication. **************** is giving false information by stating Mercado Motors is not answering his phone calls. All of ******************** phone calls have been logged. The last phone call **************** was on 08/19/22. On this phone call he was once again informed on the process to pick up his personal belongings. He stated he could not set an appointment at that time. Mercado Motors must adhere to regulations for personal pick belonging pick up.  We understand **************** circumstance but our suggestion is to have a relative, friend, or Uber bring him to complete the process. He may call ************ to schedule an appointment. We must have the correct personal available to process documents. 

*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. ↩