Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I purchased a vehicle from the car guru app from VIP Auto Enterprise in ******* on 9/18/24. A sales *** quoted me selling price $16,500.00 plus taxes, tag, title, a detail, and a full tank of gas. They explained that the lower price on car guru was with $3,000.00 down. I told them that I would pay cash in full for the vehicle. They asked for a $250.00 deposit to hold, which I gave on 9/17/24. They stated they would overnight the paperwork to me, which would include a bill of sale and a copy of the 124-point inspection. On that bill of sale it states that I paid $999.00 for "inspecting, cleaning, and adjusting vehicles, and p***aring documents related to the sale." I asked multiple times for a copy of this inspection (that I paid for) but was told that the salesperson "did not have access to it." They assured me that "All my vehicles go though a 124-point inspection, tune up, oil change, etc." I received my paperwork and signed all the documents as requested, including an "as is" even though I was assured again that the truck was in perfect condition. The salesperson even sent a video to my 16-year-old son (who the truck was for) showing him the truck. Saying "It is a real head ******." This vehicle was nothing like the video or description. This dealership should not be in business if they are selling unsafe vehicles and possibly causing accidents all over. I feel that a proper resolution would be to reimburse me the amount that it would cost to fix the big-ticket safety items that would have been noticed had an actual inspection been done. These things include the transmission, transfer case, sway bar, control arms, and ball joints. This totals roughly $8,900.00. I would then be willing to pay the $3,100+, this would ***resent the 3k that they claimed I received off of the vehicle cost. Please help me find a resolution as the manager and owner both are not returning my calls or emails, or even acknowledging that there is an issue.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from VIP Auto Enterprise on 6/14/2024 in the total amount of ****** (********* + ****** Dealer Fee + ******* Tax + ******* Warranty) The dealer completely misled me in regards to the vehicles Warranty. They promised full bumper to bumper warranty. Upon leaving we had issues with the vehicle and asked if we could use the warranty to fix . We reached out to TRU Warranty to resolve the issue and they then advised us they do not cover a majority of parts on the vehicle only drivetrain. Upon receiving this information I decided its was of no benefit to continue the warranty. I went thru cancellation process with tru warranty 7/11/2024 and they mentioned the cancellation and the refund must be completed by VIP Auto Enterprise. We had all paperwork on our end completed and submitted on 07/11/2024 . On 09/13/2024 I reached out to *** warranty to confirm if the policy had been cancelled and ******* ****** informed me the policy was still active and had not been cancelled and my request was submitted to VIP auto enterprise same day I completed the paperwork .she then notified me she was sending over another request for them to issue refund immediately. I have tried to reach out numerous times with no response . The amount of ******* is what is owed for the warranty. I have all documentation to support my claim to the refund its has become extremely stressful trying to get this refund which goes to my finance company. This is my first ever complaint where I needed help from the Better Business Bureau and it has been a nightmare dealing with these people I wouldnt want anymore people to experience the sheer amount of stress and anxiety they have put me thru in regards to this vehicle purchase .

  Business response

  10/15/2024

  To whom it may concern,

  The vehicle was sold and the warranty coverage was explained along with the documentation thoroughly explaining it at the time of signature. I am unable to verify whether there was an attempt to perform any repairs on the vehicle since there wasn't a claim filed. Despite these facts, the warranty shows it was effectively cancelled. Last communication with ****************** regarding warranty/gap cancellations occurred on October 1st, 2024 in which they stated to us we only had 1 unrelated cancellation with a completely different customer/ vehicle. Attached are screenshots showing the cancelled status, along with another showing no attempted claim for repairs.

  Thank you

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a vehicle of this place on May 17, 2024. This entity was aware of the vehicle issues prior to the sale and made us sign an "as is" form. Same day we drove the vehicle home the vehicle was leaking oil from the engine, we informed the sales person and he stated that it was a sensor. Not trusting his advise we took the vehicle to a ****** dealership service shop were they found the vehicle was not filled with the proper fluids and the vehicle had a serious leak. After getting this information I decided to take it to an ASE certified shop an they found that not only the vehicle was leaking oil, the engine needs to be replaced as it was seriously worn. Within the first week of ownership we did a Mass Air Flow sensor, AC compressor and Air intake replacement as well a a coolant flush as they put water instead of coolant. The car has been under repair since mid July, they found that engine mount needed to be fixed, rack and pinion needed to be replaced and when atempting to fix the initial leak they found the issue was because of major engine wear. The repair cost is almost what the car costs, this business is not honest. How the lied to us they can do to others, please investigate and take proper action.

  Business response

  09/04/2024

  Dear Customer,

  There seems to be a misunderstanding on your part. We had disclosed to you from day 1 that Vip Auto Enterprise Sells the cars As-Is on a Daily bases. We are writing responding to you once again to tell you  As-Is bill of sale means a buyer is purchasing an item, in this case a car in its present condition with all faults, visible or not. No warranty or guarantee is made by the seller.  As Is - No Dealer Warranty  also means the dealer won't pay for any further problems or future needed repairs. You're assuming the risk of anything that goes wrong after the sale. Hope you understand There is nothing else we can do on the car and we have nothing to hide all the disclosures have been made at the beginning of the sale. 

  Please find the attached forms.

   

  Customer response

  09/05/2024

   
  Complaint: 22199967
  
  I am rejecting this response because: I have attached texts messages with your salesperson from the same day not even two hours after leaving your facility and also he stating that he would repair "the sensor". The issues were found not even 48 hrs of ownership. I can understand that there is risks on buying used vehicles but you deliberately knowing the car was damaged and not taking care of it before selling it and on top of that your technician filled the vehicle with the incorrect fluids (plain water) which of course will cause damage is unacceptable. You are selling cars and you don't even have a competent technician to have them in good dhape prior to sale. You should be held accountable and I really hope that if this can't fix my issue that at least the complaint I filled with DMV does. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the company in doing so the next day came back and drop vehicle to get some fixes done which they said they will do. All paperwork was already process and done when I dropped vehicle off. They have been in position of my vehicle ever since. I get a call saying the bank never approved me,on the paperwork shows proof they falsified documentation. I put down 2500 cash and the dealership wrote down on paper I put ***** down which is incorrect. After finding this information out I asked for my money back and the manager ******************************* and rest of dealership refused to pay me ************************************************************** I was told by multiple people to file a complaint to dmv and see if I can get my funds returned but they are hiding there dealership license number

  Business response

  08/13/2024

  When purchasing a vehicle, paperwork requires verification. Upon the lender verifying the documentation provided by ********************, it was determined he was attempting to commit fraud with falsified pay stubs and therefore effectively cancelled the deal. Not only do we have the fraudulent documents he provided to us, but also the bank refusing to move forward with the deal due to the clearly manufactured "proof of employment" he provided. In order to avoid any issue with ********************, we signed a document stating that he was satisfied with receiving a partial down payment return of $1,250.00 which was issued as a check and cashed by him instantly. Clearly, he violated this document despite his attempts to commit a fraudulent purchase with VIP Auto Enterprise.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business online..paid $20000 for it which is way above the market value. Was told the car was spotless. At delivery I noticed that the head entertainment unit wasn't working...as well as other problems.The salesman told me to have it checked with *** which I did.The quoted me $3888 to fix it.They also found $6000 worth of problems with the car.I understand that it's a used car, but I was told it was perfect.I just want them to pay for the head unit so I can use the car...nothing else.They told me that they won't pay and that I can *** them of I want.Thank you.

  Business response

  03/25/2024

  To whom it may concern,

  This is currently being written as a response to the complaint filed by *********************************. I am writing to you from our service department who were unaware of this issues. We would be willing to assist in the radio head unit replacement with the work being performed either by us our by a shop that reflects a fair price. Upon checking the parts directly through **** the estimate in the quote uploaded and given to the customer is more than double (price shows $2,962.95 for part, and I was quoted about $1,000 using the same part number)

  We urge ********************** to contact VIP Auto at ************ so that we can discuss further and provide assistance if it is so desired by him.

  Thank you

• Initial Complaint

  09/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I wouldn’t recommend this dealership to anyone for many reasons. Upon arrival, sales team will immediately try to collect a non refundable downpayment before you even can sit in the car. The sales associate Andres, collected the downpayment & when asked for a test drive, denied until all paperwork was signed. Being eager to get my pregnant wife a new car, I signed and then all 3 including Andres daughter for a test drive. During this test drive Andres exceeded city limits putting our lives in danger and spun the car sideways when hitting a water bank. Following this we picked up his wife from work and dropped his family home which was very unprofessional as we wanted only a vehicle test drive. We then were told the bank had issues and weren’t able to leave with the car for another 3 days. After having the vehicle for a month it was towed by ACC because an agreement was never made. VIP allowed us to leave the dealership unknowingly that there wasn’t ever a proper agreement with the bank. To only get the vehicle back and make $2500 from the downpayment. When approached and asked in person, andres was 30 minutes late to his work shift and told us we couldn’t get anything back. Manager became aggressive and said no other car can be offered and told me and my pregnant wife to leave.

  Business response

  10/12/2023

  Greetings ******
  
  
  We are surprised you had such an experience, to help you better with this incident we need a little bit more information like a copy of the bill of sale, full name, type the car you purchase, VIN number etc.
  And regarding your Desired Settlement looks like you have to be more specific on that as well, but please provide more info about the Buyer. 
  Feel free to call 407.277-9500 or email me directly at Vipauto1.sale@gmail.com for further response.

  
  Sincerely,
  
  Client Satisfaction Team @ VIP AUTO Enterprise Inc.
  
  

  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Immediately signing our contract. We went to leave the parking lot with the car and the engine oil light and wiper fluid lights came on. We went back in to tell them the sales guy came out and said they did not put enough oil in when they did the oil change. He put extra oil and washer fluid in the vehicle the light went off, I was hesitant to leave with this issue but I was a woman there with my son by herself. These lights were not on during the test drive. Halfway home the light came back on again we called they came and picked the car up. They said they changed the oil, pressure sensor and oil pump. We asked for documentation they said it would be emailed to us. We received no documentation. My husband and son went to pick the car up two hours from our house. Halfway home oil/smoke came out the back tail pipe. My son noticed a drastic change in the car’s performance. My husband had to drive it the rest of the way home. It was picked up again and they had the car for over two weeks with no communication from the sales manager after repetitive calls. The sales guy said there’s nothing wrong with the vehicle. They tried to bring us the car back, but the car has no Power when pushing the gas to start. It struggles to get to 30 miles an hour. The car has been in their possession for a month. My son has never had a chance to drive this car. He puts $6000 down cash and financed almost 18,000. When I called the bank, they have not submitted our finance papers after a full month. We have yet to receive information about the registration and tag and the temporary tag expires tomorrow. From what I’ve been told the car is not registered to us. I believe that we have been a victim of bad car deal. All ****** and documentation provided to us showed no engine issues. We would like a full refund and annulment of this purchase. I believe there is something very wrong with this car. Cars don’t just smoke, blow oil out the back tail pipe, and not pick up to start.

  Business response

  07/31/2023

  o: Mr. ***** **** *****
  
  
  Sorry you have been through all this situation, we are writing responding to you, per your request your vehicle has been picked up and taken to your home this second time by your own transporter once our Service Mechanic inspected and corrected what is stated when driving the car.
  The fact that you are not happy with the way the vehicle accelerates as you believe it should be more faster as a sports car is not grounds to return the vehicle as that is considered BUYERS REMORSE, also you purchase the vehicle AS-IS. All ****** and documentation provided to you showed no engine issues. We already spoke to your lender and they have paid the draft for the vehicle. As you are aware all deposit/down payments are non-refundable, and all sales are final. As ******** Credit Union is the current lien holder on the vehicle, they have to claim the title, if you no longer want the vehicle you will have to contact them , and what most likely will be a voluntary repossession on your part to them. As it stands the registration is ready to pick up at any given time.
  
  Best Regards,
  
  
  The General Manager
  VIP Auto Enterprise Inc. ************
  Fax: 407-277-9600
  

  Customer response

  08/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  After receiving a certified letter that there was nothing wrong with the car and it we needed to come pick it along with the tag. (letter attached) We had the car towed from VIP to the closest Subaru dealership for their inspection. (Subaru Sport South 15.5 miles from Vip Auto).  Being that we are two hours away, we did not want to drive the car and cause any further issues especially since Andres (the sales man) drove the car to our house and back. Stating he had the up to and over 100 MPH.  We felt it best that Subaru do a diagnostic to find out if the issues with acceleration was a valid concern. As VIP auto states there is no acceleration issues with the car. The car was picked up on July 25, 2023 and dropped off at the Subaru for a diagnostic check appointment on July 26, 2023. One July 26, 2023 when I reached out to Subaru via their text service the Service Advisor Michael asked me if the engine had been replaced and how long I owned the vehicle because it appears the engine has been replaced. I immediately asked him to call me as none of this was disclosed to us, I have included this text message. Michael explained there is definitely engine issues and it appears this engine has been replaced once already.  He stated it looks like it had been tuned/modified. It would cost $1,000 to take the engine out and find the root of the problem. Then the cost of parts and labor to fix the issue.   Subaru provides a video of the diagnoses of the car's issues.  That video has also been provided at                                ********************************************************************** * We purchased this car almost 2 months ago and have never even had the opportunity to drive it. I would really like a solution to the issue they sold us a car with a bad engine. They picked the car up twice to fix it but it never got fixed. Nor do we have any paperwork stating what had been done. They also stated their mechanic looked at it and said their is no issues, but clearly that is incorrect. I do not believe this a case of buyers remorse as they have stated, my son and I have been taken advantage of and sold a bad car. There has to be a way to make this right. 
  
  Sincerely,
  
  ******* ****

  Business response

  08/21/2023

  Mr. ***** **** *****

  As it stands vehicle was Sold As-Is. We are not doing anything else on the vehicle.

  For your Clarifications please find attached the As-Is Form.

  Sincerely,

  The General Manager

  @ Vip Auto Enterprise Inc.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RUN AWAY from this place! ******* *** (which is a great bank) has them listed as preferred but they also have other places, so be smart and DON'T go here. If you want peace of mind and want to be happy with your purchase, go elsewhere. They will say and promise ANYTHING until you sign the paperwork and give them the money. Once they have the money and your signature...you are NOBODY to them and they immediately have amnesia regarding their promises. Be very careful! Get everything and every word documented and written as an agreement. If they say they will fix a paint issue, make sure you get it documented that they would paint if necessary. If they say they will fix engine trouble, get it written by them. I bought a 2018 Honda Accord and so far, I have had to replace: - All four tires (low profile so expensive) - Both front headrests (leather bubbling) - Both front armrests (leather bubbling) - The center console (leather bubbling) - The car needs a catalytic converter, which costs like $ 2000. - Two mufflers...oh and the car is leaking oil Anthony V**** was my salesperson and promised that if anything went bad, they'd take care of it...at least for a while. However, when I call, Anthony, the GM and the other managers just promise to call back, but never actually do. With what I've fixed so far, the car is worth more now. I wish they would just take it back and let me start over with literally any other dealer.

  Business response

  05/23/2023

  ******
  Thank you for sharing your feedback sorry for your inconvenience, it's VIP AUTO ENTERPRISE INC respond promptly and make things right. The description of your experience is against our company policy. However our shop fix the oil leak and the exhaust you brought to our attention we got we promised you. Again we apologize, please feel free to reach us out to ************ with any suggestions or concerns. You are welcome to contact us directly for further assistance. We really do care!
  
  Sincerely,
  
  The Satisfaccion Team
   at Vip Auto Enterprise Inc.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought this car Thursday (1/19/2023) as is which I was told only issue was the paint on the rear passenger side. which it was way more then just that panel. Got it home noticed it was some issues so I parked it until a mechanic could take it look. I was then made aware that the brakes and roaders needed to be changed, motor mount, hub ****** as well as a possible accident because of the different parts (doors, trunk) was not originally on the car. I also made him aware of the false photos that were sent as well as the website did not show any of these defects. Spoke with manager the next day and which he was rude basically said car was as is. I immediately called my bank Monday and they confirmed the check was not cashed to take car back and have them provide me with cashiers check or to write me one. Manager refused threatened to shoot my brother and proceeded to leave to try to cash check while I stood there in communication with my bank. I even offered to lose out on down payment as well.

  Business response

  01/24/2023

  To Whom it May ************************************ was a customer who purchased a 2017 Dodge Charger from Vip Auto Enterprise on Jan 19, 2023 AS-IS. **** ****** showed up to our location ******************************************* with two companions who appeared to be hostile. We informed ***************** that the check was deposited days before. ***************** continue to be irate and even spoke to others customer we had in the showroom floor. ***************** brother began to show signs of aggression and was asked to leave the property. We contacted authorities which later came and ask the ***************** and her two associates to leave. We offered to address and issues that she had, other than reimbursement. 

  Customer response

  01/24/2023

   
  Complaint: 18885982
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 07/08/2022 with a down payment of $2000.00. I was told the car had a recent oil change and serviced. Before I left I was told to come back the following day to fix a window switch, the ** which was not cooling & wheel covers because the ones on the car were broken. I was also told the financing bank would contact me to confirm the purchase. The bank called within an hour or so & called another two times on different dates. The bank told me they had to complete the confirmation again and when the paperwork was sent to me it was a different vehicle. I called the dealership to see what was going on and never got a response, the bank stated they would contact them and get it situated. Once I received the correct paperwork and completed it, I attempted contacting VIP AUTO ENTERPRISE and got no answer. I was also told the license plate would come within a week or so and never received it. I had to leave my work early to drive from ***** for the first temporary license plate replacement. I called closer to the next expiration date & to discuss trouble paying my bill. My payment had been rejected. I never received a call so I proceed to speak with the bank and I was told that the dealer did a buy back for no payment. I tried contacting the dealer and speaking to the manager and no one was of help. I was later contacted by the dealers personal lawyer ***, who stated they were going to speak to ************************* for Grand Theft Auto. *** told me I needed to turn in the car/she will come pick it up wherever it was. We agreed on a place to pick up the ******** ***** would speak to the owner to get my down payment returned as it was not the first time something like this happened with the dealer. I attempted communicating *** various times and never heard back. I have been without transportation for 3 months & do not have the means to gather a ***** of cash at the moment for a vehicle. I would like my deposit refund like I was promised.

  Business response

  01/24/2023

  ************************************* purchase a 2015 ***** Civic from Vip Auto Enterprise on July 13 2022 she was financed with ****************** on September 2nd same year ******** send ** a letter with demand to repurchase (attached document) because ******************** breach contract not able to make her first payment on time. 

  Customer response

  11/20/2023

   
  Complaint: 18880671
  
  I am rejecting this response because: I contacted the dealer on multiple occasions requesting further information on how to make the payments and complete my down payment agreement & was never answered. I also went to the location after work and was unable to get any help because they were closed or none of the staff was available to assist. 
  

  I also called multiple time regarding the maintenance of the vehicle and the temporary tag that was continuously expired. 
  The dealer was unaware of anything until I finally got an answer after mentioning getting the BBB involved. I asked multiple times in this conversation  why I was unable to make my payments and I was referred to their internal lawyer who told me to give up the car or I was going to get arrested for grand theft. She also expressed she would have them return my down payment for this misunderstanding but nothing could be done for the vehicle.

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

  Business response

  03/25/2024

  To whom it may concern,

  This is being written as a response to the complaint filed by *****************************************. I am unclear as to the confusion stated as far as communication goes, we employ several managers and it includes the sales person that are well versed and trained to relay any information desired to communicate with the bank. At the time of purchase, the rules stated by the bank are clearly explained. In this particular case, they received financing through ******************, who impose a 1st payment recourse for us. If the payment is made or attempted to be made even ONE day late, they force us to repurchase the deal and instantly cancel the sale. We have absolutely no control over this, it is part of a guideline instilled by Westlake per the agreement established between them and every dealership they do business with. Due to these circumstances, we cannot issue a refund to the customer.

  Thank 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. ↩