Complaints

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 25, 2023 I towed my car to clean slate motors location due to mechanical problems. Oil pan had a hole in it because of a rod in the motor. It was no longer under warranty however they agreed to take it and have it looked at by their mechanic at *****. When my car left me it did not have any physical damage. They had it towed from CSM to **** to have the mechanic look at it and it was determined that it needed a new motor. The manager over the service department at CSM was nice enough to have it towed from ***** by ******* towing to ******** *** on Johnson St to determine if it could be eligible for an extended warranty. It was determined that it was eligible for an extended warranty which would then cover putting in a rebuilt motor or rebuilding the motor that was in it. On August 31, 2023 I showed up at ******** *** after being told my car was ready to pick up my car. Upon arriving I noticed a huge dent in the left rear fender of my car. I immediately went inside and after talking with a manager it was discovered that when they received my car from **** that the dent was there. I called ******* towing and discovered that no one there made notes of any kind of any damages when they first towed my car from CSM to ****. But from **** to ******** *** it was noted of the damage to my left rear fender. When my car arrived at ******** ***, they also made documentation of the damage. But no one knows how the damage occurred or says they don’t. There was no video footage of what happened either. I contacted CSM several times and their resolution is to cover 50% of the damages to my vehicle. I can’t afford the other 50% nor do I feel I should have to pay anything to fix it. It was damaged while in their possession. I tried *** ******* himself and was given his right hand man who said he would look into it and call me back. He never called me back. Instead he had someone from ****** towing to call me back letting me know of the 50%.

  Business response

  02/22/2024

  Management has reviewed *** ********** account noting on 8.31.23 she reported there was a dent on her car. It could not be determined when the dent occurred, before the vehicle was towed or during the period vehicle was towed for repairs.

  Per discussion with ****** ******, even though customer has waited this length of time to discuss this issue further, he is still willing to pay 50% of repair cost. ** ******** must provide 3 quotes to repair of which CSM will pay 50% of the quote that is the least of the 3. Please contact the Lafayette dealership at ************ for details on how to provide requested quotes.

  Customer response

  02/22/2024

  
  Complaint: 21329844
  
  I am rejecting this response because: I don’t except this offer and I have told them this on multiple occasions. This damage was done while in their possession. I am not real for any part of the repairs.  
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  07/19/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On behalf of my deceased sister who died on May 28, 2023, I discovered she had a car that still had a balance with Clean Slate Motors. I immediately contacted Clean Slate Motors Management regarding same. I spoke with Michelle (Title Clerk) and she offered her condolences and asked how could she help. I explained that I wanted to save my sister's car. Michelle stated that because my sister did not have anyone listed on her contract, they usually do not change titles but if we would make payments and provide notarized heirships and act of donations documentation, Slate Motors would allow us to purchase the car. I made two payments of $239.00. My nephew (heir) then tried to make another payment and/or pay off the car, Michelle refused the payment(s) and stated I needed to get the requested paperwork to her. I immediately drafted the documents, sent via email the drafts to her for approval of the documents. Michelle immediately emailed me back stating that the documents needed to be notarized and signed no later than July 18, 2023 before 12:00 noon. I emailed the signed documents on July 18, 2023@8:03 a.m. I then received an email from Michelle stating "Clean Slate Management wishes to no longer wishes to transfer the vehicle due to minute (my-noot) reasons, such as the VIN # which was taken off one of invoices, a family member calling when there are only three heirs, whereas Michelle has their signed heirship. Based on Louisiana Consumer Laws, when sellers start using misleading tactics or making false claims to customers can be looked upon as Deceptive Trade Practices. I am asking Clean Slate Management to release the car allowing my sister heir to pay the $750.00 owed because they received payments from us after my sister died and if they had no intent to release the car then they should not have accepted our payments. Taking someone's money with the intent to not go forward with the verbal (telephone) and email agreement is against the law.

  Business response

  07/20/2023

  Clean Slate Motors management was made aware of Ms. **** *********' death on 6.2.23. Ms ********* was a customer who leased a vehicle from Clean Slate Motors. 

  Ms. ********* was told that if proper paperwork would be provided to Clean Slate Motors the vehicle title could be transferred to the heirs. Paperwork that contained several errors was received on 7.18.23. Since 7.18.23, Clean Slate Motors has received phone calls from several family members stating there were additional heirs, that Ms ********* was married, etc. In other words, a process intended as a kind gesture quickly turned complicated. Clean Slate Motors does not have the resources to verify the accuracy of paperwork and does not wish to get involved in family succession matters. It is unfortunate but Clean Slate Motors management has decided to not transfer the vehicle. The contract was solely with Ms. Tina *********.

  Business response

  07/21/2023

  Dear Ms ********* - Clean Slate Motors Management is happy to return the 2 payments listed below. They have been refunded to the debit cards that were used to make the payments:

  6.2.23 -   $229.34 - x5486  *********

  6.22.23 - $229.34 - x4781  *********

  We pray Ms. ****'s succession is a smooth one and there is continued peace in your family.

   

  Have a blessed day.

  Clean Slate Motors Management
  

   

  Customer response

  07/21/2023

  
  Complaint: 20338778
  
  I am rejecting this response because:

  One of the bank accounts are wrong.  Please correct and I will accept the response upon receipt of correction.

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

  Business response

  07/21/2023

  Thank you for the update on the matter

  Customer response

  07/21/2023

  
  Complaint: 20338778
  
  I am rejecting this response because:

  I need the Consumer to respond in detail the amount being reimbursed, bank accounts the money will be credited and the date the credits will be applied.

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

  Bureau response

  07/25/2023

  Caroline
  Clean Slate Motors 
  3301 Ambassador Caffery Pkwy
  Lafayette, LA 70506
  
  
  Dear Caroline:
  
  This message is in regard to a complaint submitted to BBB about your business on 7/18/2023 by ****** *********. This complaint was assigned ID 20338778.
  
  BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.
  
  If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.
   
  Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.
  
  Sincerely,
  
  
  Bridget Treviño
  Director of Marketing & Communications
  ************************
  Phone: (337) 981-3497
  
  MESSAGE:
  
  

  
  Complaint: 20338778
  
  I am rejecting this response because:

  I need the Consumer to respond in detail the amount being reimbursed, bank accounts the money will be credited and the date the credits will be applied.

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

   

  07/25/2023 - Consumer indicated that the refunds have been received. Complaint resolved.
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid off my vehicle on 04/26/2023. No one will call me back to set up an appointment for the title. I have called multiple times and even went by the office.

  Business response

  05/15/2023

  Management has reviewed Ms. ******' account noting it was paid off on 4.26.23. When an account is paid off, it can take up to 2 to 3 weeks to process paperwork before a title appointment is scheduled with a customer. Ms. ****** is still within that time frame. We appreciate her patience in this matter as the Clean Slate Motors staff works diligently to process paperwork for the many customers that are having title appointments scheduled.

  We sincerely appreciate her business.

  Customer response

  05/16/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20051088, and find that this resolution is satisfactory to me.
  Sincerely,
  Kristin ******

• Initial Complaint

  03/03/2023

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I went in on February 24, 2023 to purchase a car. I was not giving many options with 3500 dollars. I test drove 2019 Nissan Sentra it had volume problems , smelling like it it’s burning up , and the car would not even start when I went to test drive it . They had to give it a boost for me to test drive it . I was told to come the next day it would go to shop and everything would be fixed . The car get back from the shop it’s still doing the same thing. I ask them for other options or my money back . I was told that it is my car and they do not give refunds . Today is March 2, 2023 they still have my 3500 and I still do not have a car. I didn’t even do proper paper work for the vehicle or receive a license plate for it . I feel like this is very unprofessional and bad business ! You asked questions about these cars and they were very clueless as to pricing of the cars . I even told the manager I didn’t mine putting 4,000 down for a car that I really want and can enjoy . She told me it was nothing on the lot for that price at the moment I would have to wait to get a car . But they have my money !!!

  Business response

  03/06/2023

  This customer came in and put money down on a vehicle. When she came back to the sales lot to finish the paperwork, she wanted to swap out to a different vehicle. However, she was told that the money to hold the vehicle was specific to that vehicle. The customer became violent towards our employees and was asked to leave. When she didn't leave, the cops were called and they asked her to leave because she was trespassing. In the arguments that ensued, she said she was going to chargeback the down payment. Until her payment clears and we can be certain that a dispute was not filed by her, we cannot refund her as she will get her money back, twice (once from us and once from the credit card company).

  Customer response

  03/13/2023

  
  Complaint: 19527948
  
  I am rejecting this response because: whoever wrote that response left parts out. I went in to buy a car not lease or rent . I was told to sign that paper told hold the car til it came out of the shop. When it came out of the shop it had the same problems y’all sent it to the shop for. I made it clear to the manager to put me in another car or give me my money back. She said it’s no way she could give me my money back cause I signed a paper for them to hold that car , so that car is my car . I even offer more money down for a car that I wanted and was more reliable. She was very rude & said all the cars on the lot are sold it’s nothing she could do for me . So I did file a dispute through my bank cause I didn’t receive the service, I did not even do proper paperwork for the car . I did not even receive a paper license plate for the car . I never even took the car home. When I went to test drive the car they had to boost it for me to test drive it. The money was not a issue with me cause I went to Carmax & put 8000 down on a car I wanted with no problems. I just feel this company is out to beat people & very unprofessional! They did not hurt me they lost money ! 
  
  Sincerely,
  
  ****** ********

  Business response

  03/13/2023

  The customer was instructed on 3.2.23 by Clean Slate Motors to dispute the $3500 downpayment made with her debit card company so that she could get a refund. We thank Ms. ********

  for the opportunity to serve her.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Friday February 10,2023 @ approximately 11:12pm my car was towed from my place of employment.Per Cleanslate because I don’t have insurance .But my car have insurance and have been insured I switch companies from Root to US Agency and now there telling me it’s my fault I have to pay towing fees 300 and repossession fees but I’m definitely clueless to why I’m paying fees there now telling me my car was disabled since the 2 I have 4 kids and a job I can not afford to loose my car behind simple mistakes we are all human we make mistakes but this is not my fault now there telling me I should have sent my new number because the called me to tell me but what about emails and paper letters in mail I have not gotten a notice r anything of sort in the mail r email. Now I’m being told I will have to pay all this money I’m a single mother im trying my best I didn’t deserve this plus all my stuff is in my car at least im hoping it’s still there this is ridiculous and plus on top of the young ladies attitude like im bothering her I work with the public and this is harsh.

  Business response

  02/14/2023

  Per the Clean Slate Motors (CSM) lease contract, a customer is to maintain insurance on vehicles at all times while the vehicle is in their possession. Vehicle insurance is monitored daily by the CSM staff to ensure customer stays in compliance with the active insurance requirement. If a customer changes insurance companies from the original obtained at the time of origination of the lease, the customer should notify CSM immediately because CSM has no way of knowing customer has changed insurance. Immediate notification will prevent customer from losing service to their vehicle and ultimately repossession due to no insurance. If a customer is deemed to have no insurance, CSM removes service to the vehicle for 3 days and attempts to contact customer to notify of the lack of insurance. If customer does not respond, vehicle is repossessed on the 4th day. Customer has 3 days from the date CSM receives to redeem their vehicle (get their vehicle back). Redeeming the vehicle requires the customer have the appropriate insurance and pay all past due balances, tow fee and administrative fee associated with the account.  

  Management has reviewed Ms. ********* account noting her vehicle did not have insurance as of February 2, 2023.Typically, Ms. ********* vehicle would have been sent out for repossession on 2.6.23 but it wasn't sent until 2.8.23. Notes to the account also state that Ms. ******* changed her telephone number and did not let CSM know until 2.10.23 when CSM received Ms. ********* vehicle. It is important for our customers to notify CSM of changes in telephone number and address so they will receive timely notifications. Additionally, it noted in Ms. ********* account that she will be redeeming her vehicle on Friday, 2.17.23 and has been forgiven the administrative fee of $200.

   

  Ms. ******* has been a wonderful customer. We certainly appreciate her continued business.

  Sincerely

  Clean Slate Motors Management

   

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got a car from them and it broke down 30 days later and when I called them they kept giving me the run around the take advantage of people who have less than perfect credit and they are rude

  Business response

  01/24/2023

  Management has reviewed Ms. ******** account noting Clean Slate Motors service department was made aware of the problem with her vehicle on 1.23.23. On 1.23.23, all processes were started to have Ms. ******** vehicle towed to a repair shop for review. Clean Slate Motors uses outside vendors to make repairs to customer vehicles. 

  Customer response

  01/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18884862, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Clean Slate Motors came to my home I was renting while out of town and unlawfully took my car. The man I was renting from was mad at me because i wouldn't call him back and mad i wouldn't date him. I was paid up on rent and my car note was not late or up for repo. But my landlord called clean slate said i abandoned my car he couldn't reach me and didn't know when i was coming back. I had only been gone a week. He was not on my loan or contract and my car was parked on my rental driveway not blocking a road and was way off from any street. They didn't try contacting me or send any written notice and it back on resale within three days. They came and got my car october 31 and it was up for resale before i even knew it was gone which i returned home on November 5th. I also had finance tires on it they i was still actively making payments on and they took them and sold them with my vehicle which was not theirs to do. Also casitle finance didn't even know they came and took my car and are still trying to get my payments from me. They took my car all because some guy said to without looking into situation and sending notices. They voided my contact which void me getting all my mileage overage back in had paid about $1800, lost $3600 cash down payment $3200 in payments and i lost it all for no reason, they had no right or reason to take my car. If this doesn't get them to return my car or money i will be suing them and pressibg auto theft charges. They had no legal right to take my car that i was not behind in, in payments and was not using for any type of business and was not using for illegal activities. They cost me my job can't even go get a new job or groceries or anything all because they allowed some guy that was mad at me, to make the call of stealing my car. I want action taken asap. I have tried talking with them one said i was just out the money and car because i only had three days to claim it even though i didn't even know.

  Business response

  11/15/2022

  Clean Slate Motors management has reviewed Ms. **** ****** account noting that her landlord, Mr. ******* ****** called 11.1.22 stating that he would be having her vehicle towed because he wanted the vehicle off his property. Mr. ******, 71 years of age, also stated *** ****** had been arrested. When Clean Slate Motors receives a phone call that one of its vehicles is going to be towed if not moved, it is standard procedure to issue an order to pick up the vehicle to avoid tow yard storage fees and possible sale of the vehicle by the tow yard. When vehicles are picked up, the period for a customer to contact Clean Slate Motors about their leased vehicle is 3 days. *** ****** did not contact Clean Slate Motors until 11.7.22 which, as stated in the notes to her account, was the date she was released from jail. Concerning the tires on *** ****** vehicle. Per the personal property clause of the lease contract, if the customer adds or installs any parts or equipment to the vehicle, such parts or equipment become part of the vehicle and become property of Clean Slate Motors. 

  We sincerely apologize for the inconvenience. *** ****** is a valued Clean Slate Motors customer and we certainly appreciate her business.  We hope that we are able to accommodate her vehicle needs in the future.

  Customer response

  11/15/2022

  
  Complaint: 18405011
  
  I am rejecting this response because:
  For one I was not aware of my car being taken plus the third day was on a Saturday I was home that Sunday they are not open on weekends plus i have a text from my landlord stating he only called clean slate because he wasn't sure if i was accur I n g fees. It's also the law to try and contact the customer and they did not!!! The car wasn't picked up until the 2nd. I called first thing Monday morning to be told it was already up for sale therefore that was not three days.  And my landlord new i was bonded that Friday was just waiting on someone to sign me out. So both are at fault. 
  Sincerely,
  
  **** ******

  Business response

  11/16/2022

  It is the policy of Clean Slate Motors to not become involved in the personal affairs of our customers. As mentioned previously, Clean Slate Motors responded to the landlord request to have the vehicle removed from his personal property because of threat of tow. With regards to *** ****** request for refund, it should be noted that *** ****** leased her vehicle on 4.14.22. Down payments are not returned to customers unless there is a scenario within a day or 2 of leasing that warrants the refund. Scenarios typically include mechanical issues with the vehicle. Given the length of time *** ****** had her vehicle and the scenario, *** ****** is not eligible for a refund of her down payment.

  Customer response

  11/17/2022

  
  Complaint: 18405011
  
  I am rejecting this response because: again the vehicle was towed on the 2nd of november meaning the 3rd day would have landed on a Saturday they are closed i contacted them first thing Monday morning even before they opened and was told it was to late.  So explain how can a weekend be included in those three days.  I was never given the chance nor a notice to retrieve my vehicle.  There for they illegally put my vehicle back up for sale.  I want my mileage overage I paid that was suppose to be refunded at the end of the contract since it was voided without my consent and before those three days.  I will have to take them to court i guess for not giving me three work days to get my vehicle back and my mileage overage. Very bad business practice and I'm not going to just eat all that money very very bad business.  I'll just have to take this to court.   
  
  Sincerely,
  
  **** ******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I lease to own a car with the company Nov 2019 the car was paid off Jan 2022. I was advised after full payment the title of the car would be transferred to my name. I traded the car in for another at another dealership July of 2022 at that time the new dealership advised me that my trade in was not in my name. July 26, 2022 I spoke with Krissy at this company. She told me the problem was that the title was sent to Baton Rouge for me to sign the person at that location had resigned and the title was lost. She stated she would send over a letter stating I was complete with payments which she did and that she would order a duplicate title for me to sign to transfer the ownership. I received an email from Krissy in August 3, 2022 stating that a new title had been ordered. I attempt to reach Krissy by phone and email no response from anyone. Finally in August 17th I was able to get someone on the phone. They stated they had the title and would send it over to the Baton Rouge location for me to sign with an appointment for August 25th at 10am. I went to the appointment signed the titled and was told it would be overnighted back to the Lafayette office to send to the DMV. It is Sept 12 no one will answer or return my phone calls. The transfer still has not been sent to the DMV. I went by the Baton Rouge location where the lady informed me she remembers me coming in and she sent it to Lafayette and that’s all they information she has. I have left numerous voicemails with no response. At this point I would like the title in my name or my money back that I paid.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I EBONY STEWART LEASED A 2008 CHEVY IMPALA FROM CLEANSLAT MOTORS LOCATED IN LAFAYETTE LA WITH A 1500 DOWN PAYMENT AND WITH A 1000 DEPOSIT WHICH IS BROKEN DOWN INTO 2PAYMENT OF 500 WHICH IS DUE ON 3RD AND 18TH STARTING THE MONTH OF MAY AND MONTHLY PAYMENTS WHICH IS ALSO BROKEN INTO TWO PAYMENTS FOR THE FULL AMOUNT OF 450 WHICH WILL BE DUE STARTING IN THE MONTH OF JUNE,I EBONY STEWART DID SIGHN AND SIGNIFICANTLY UNDERSTAND THE PRIORITY OF BEING FAIRLY TREATED NOT ONLY SINCE BECOMING A CUSTOMER OF CLEANSLATE MOTORS WITH BEING TOOK IN CONSIDERING MORE TIME TO PAY ON FULL DEPOSIT OF 1000 BY THE 18TH OF MAY WHICH IS THIS MONTH AND CONSIDERING WAIVING LATE FEES UNTIL DUE DATE BUT BECAUSE PAYMENTS ARE SPLIT IN TWO AND NOT HAVING 500 FOR FIRST PAYMENTS DUE MY CAR IS TURNED OFF MANUALLY BY THE COMPANY IN A RESULTS OF THIS AND I WOULD SINCERELY APPRECIATE IF BBB CAN PLEASE ASSIST MY CONCERNS AND GET MY VEHICLE STARTED BEFORE 5:30 ON TODAY MAY 6 2022 AS SOON AS TIME NOTED ABOVE...

• Initial Complaint

  03/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a vehicle November 2021 and have yet to receive my license plate and I am charged extra almost every week or they disable my vehicle. I am not able to get in touch with them or they hang up on me. The vehicle also has tons of problems that they refuse to talk to me about and that I was never told about. I have came out of pocket over $2000 to fix it and can’t get in touch with them about why I am having additional charges every week and why they keep disabling my vehicle. I need help with this issue and don’t know what to do anymore. I only know they are a shady business and don’t want this to happen to anyone else

  Business response

  04/29/2022

  Management has reviewed Ms. ******'s account noting her license plate was received in December 2021.   With regards to disabled vehicle, it is the policy of Clean Slate Motors to only disable a vehicle if they cannot contact a customer about past due balance or the customer has problems with proper insurance coverage on their vehicle. In reviewing Ms. ******'s account, it was noted that she was disabled several times after numerous attempts to contact her. At this time, Ms ******, unfortunately, is no longer a customer of Clean Slate Motors. We value the business of all our customers.

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