Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This is a formal complaint against Luxury Motor Club for deceptive practices and violations of the Truth in Lending Act (TILA), *************** Act provisions, and **************** December 5, 2024, I submitted a pre-approval application for financing, confirmed as approved without disclosing the loan terms. The dealership refused to provide these terms electronically or in writing, stating they do not discuss numbers over the phone, and insisted I visit in person. This refusal violates TILA, specifically 12 CFR 1026.17(a), which mandates written credit terms disclosures at application or pre-approval. Additionally, under 15 U.S.C. 1638, creditors must disclose material terms, including APR, finance charges, and total credit costs. Their refusal obstructs transparency, impeding informed ****************** application also serves as a financial instrument, as collateral and equitable consideration. By refusing to finalize the transaction or return my property, the dealership misappropriated this instrument and accessed my credit report without authorization. Under Section 16 of the *************** Act, only the *************** Board can approve or deny applications. The dealerships confirmation of pre-approval indicates I was already approved, making additional discretionary actions unlawful.I demand Luxury Motor Club disclose all material terms of this consumer credit transaction in writing, including those required under TILA, and cease practices that hinder compliance with federal laws. To preempt claims of an incomplete application, Ive attached screenshots showing all necessary information was submitted. The co-signer section was left blank as it does not apply. Insurance details are pending; I intend liability and collision coverage to be included in the finance charge.Luxury Motor Clubs actions obstruct consumer rights and violate legal obligations. If corrective action is not taken, I will pursue civil and criminal remedies.

  

  Business response

  12/16/2024

  Dear *********:

   

  Thank you for reaching out to us and sharing your concerns. We sincerely apologize for any inconvenience and frustration you have experienced with your recent application process at Luxury Motor Club.
  We take complaints like yours seriously, especially regarding compliance with the Truth in Lending Act (TILA) and other federal regulations. After reviewing your complaint, we understand that there were misunderstandings and breakdowns in communication regarding the terms of the financing application and the disclosure of those terms.
  First, we want to assure you that we are fully committed to complying with all applicable federal laws and regulations, including TILA, the *************** Act, and Regulation Z. We acknowledge your concerns regarding the disclosure of the loan terms and apologize for any confusion caused by our request for an in-person meeting. It is certainly not our intention to withhold any material information from our customers. Unfortunately your application was red flagged for fraud/compliance issues. We are fully compliant with all federal regulations and can not move forward in these scenarios as of ************************ 16 CFR 681. Not only was your application flagged as fraudulent but it was missing all fields required to move forward with lender approval. Luxury Motor Club takes fraud and protecting lenders and customers very seriously.  
  Regarding your application, we understand that transparency is vital, and we will ensure that all necessary disclosures, including APR, finance charges, and total credit costs, are provided to you in writing, as required by law once and only if identity is verified in person. We apologize for any inconvenience caused by the delay in providing these details and are committed to addressing this issue promptly.
  We also want to clarify any misunderstandings regarding the use of your financial information. We take privacy and authorization very seriously. 

  Customer response

  12/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Dear ?????,
  
  
  Thank you for your response. However, your claims regarding my application being flagged for fraud and compliance issues are unfounded and appear to be a fabricated attempt to deflect from LUXURY MOTOR CLUBS own noncompliance and negligence. This is the first time Ive been informed of any alleged fraud concerns, despite reaching out multiple times to address this matter. The delay in raising such a serious accusation suggests bad faith and an attempt to undermine my legitimate concerns rather than addressing them transparently.
  
  I have taken every step to comply with your process, including my submission of all requested documentation. Failing to disclose terms of financing after stating I am pre-approved, and the deliberate withholding of information and refusal to address my concerns about your obligations as an intermediary reflects a pattern, which I have attached a few screenshots, there are tons more, of others who have had similar experiences with your business resulting from direct violations of TILA and ****************** law allows advertising and accepting an online application process and then forcing people to come in to receive the terms of their offer?
  
  This is not an isolated incidents but rather part of a troubling pattern. Which further supports my claims that your actions are willfully negligent and designed to avoid accountability.
  
  I also find it concerning that your response lacks any name or title of the individual addressing my complaint. This absence raises questions about accountability and the seriousness with which my concerns are being handled.
  
  If my application was genuinely flagged for fraud or compliance issues, I demand written proof specifying the exact nature of the flag and the evidence supporting your claim. Without such documentation, your explanation holds no merit, especially in light of the pre-approval communication I received after applying. Which was sent the following day manually from *********************************************************************** stating verbatim Hi
  
  
  Congratulations!!
  
  
  Your were pre-approved for one of our cars.
  
  
  Thanks for you application. My name is *********. My role is assist you in the process prior to you coming to the dealership. I wanted to get on a quick call with you to verify a few things on your application. At your earliest convenience, please give me a call back. My number is *********************. I look forward to hearing from you soon.
  
  
  Best regards,. An explanation alone is insufficient; I require verifiable proof to substantiate your actions. Failure to provide this will result in further legal actions because at this point theres is unjust enrichment and I have received no value and consideration in this consumer credit transaction.
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  12/26/2024

  Luxury Motor Club finds *** ****** claim to lack merit. She has been invited in multipe times due to failing red flags mandatory for any tranacation. Luxury Motor Club is a privately owned business with guidlines it strictly follows to protect not only the consumer but the lenders as well. ******** can not dictate how Luxury Motor Club sets guidlines as they are within federal regulations, If she is unhappy with the service she has received we welcome her to take her business to another dealership. We will not risk any fraudulent deals going through our dealership and work with customers who will not comply with simple requests that protect idenity theft. 

  You're correct that Regulation Z (the Truth in Lending Act, or TILA) requires lenders to disclose certain terms related to credit, including the Annual Percentage Rate (APR), but it doesn't explicitly mandate that these disclosures must occur over the phone. However, there are important nuances.
  If a lender provides significant credit terms during a phone conversation, such as details about an offer that include specific APRs, fees, or other key terms, the lender is required to disclose the APR and other relevant information, as outlined in TILA. This would apply in cases where the conversation leads to a credit offer or terms being discussed, even if the offer is not finalized immediately.
  Key points to consider under Regulation Z:
  APR Disclosure: When credit terms are discussed, the APR, which includes both the nominal interest rate and any associated fees or costs, must be disclosed.
  Material Terms: If a lender offers specific credit terms, including a rate or a credit limit, and it constitutes a credit transaction, the lender may need to disclose material terms.
  Advertising or Offers: If a lender advertises terms over the phone, such as an APR, and this constitutes an "advertisement," they may be required to provide clear disclosures under Regulation Z (e.g., APR, fees, and any other terms). However, this applies more to written or formal advertisements, and phone calls can have different criteria.
  Triggering Events: There are specific triggering events under TILA that require disclosures. For example, if the conversation involves the terms of a loan or credit agreement that a consumer is expected to accept, disclosures like the APR must be made.
  In essence, while there is no explicit mandate for phone-based APR disclosures under Regulation Z in every case, if the conversation involves substantial credit offers or terms, such as the APR or fees, the lender must provide necessary disclosures to comply with TILA

  Customer response

  12/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Dear Luxury Motor Club Representative,
  
  Your response fails to address ANY of my legitimate concerns and only reinforces the lack of professionalism, willful negligence and gross noncompliance I have experienced throughout this process. Given your blatant refusal to provide evidence of the alleged red flags, coupled with your noncompliance with federal regulations, Luxury Motor Club has no intention of correcting its errors nor amicably resolving this matter.
  
  Unlike, Luxury Motor Club I provided a plethora of evidence to support my claims and all they've done is try to blame shift. Which is the epitome of being devoid of merit but I digress. Lets see how that holds up in court.
  
  If my application was flagged for fraud, where is the evidence that was requested 3 weeks ago to support this entirely unsupported claim? This accusation was never raised at ANY point during the application process, and was only mentioned after I filed this complaint. If a red flag truly existed, you are obligated to provide documented evidence detailing the nature of the flag and when it was identified. Without such proof, your claim is unfounded and appears to be a fabricated attempt to justify your noncompliance.
  
  As a business handling financial transactions, you are required to adhere to the Truth in Lending Act (TILA) and Regulation Z. Your failure to provide mandatory disclosures, including APR, finance charges, and total credit costs, is a clear violation of federal law. Your vague reference to guidelines does not absolve you of this obligation.
  
  Suggesting that I take my business elsewhere not only highlights your blatant unprofessionalism and disregard for consumer rights, but also reflects your negligent noncompliance to address the legitimate concerns Ive raised. Luxury Motor Club is my choice whether you like it or not. Deal with it. A business handling financial transactions has no legal right nor merit to dismiss any customer concerns. Especially in this manner, when federal consumer protection laws requires equity, transparency and most importantly compliance with the law.
  
  By accepting my application and failing to fulfill its legal obligations, Luxury motor club has received benefit from my consumer credit transaction without providing anything of value in return. In this case, my benefit would have been the ************* GLE AMG-53 Coupe VIN:*****************. Which Luxury Motor Club appears to have since sold. This conduct constitutes unjust enrichment and demonstrates clear bad faith on your part.
  
  This is your final notice: Immediate legal actions will be taken against Luxury Motor Club to ensure it is held fully accountable for its violations of federal and state consumer laws, not limited to the Truth in Lending Act (TILA) and Regulation Z. I will seek damages for the irreparable harm caused by Luxury Motor Clubs unlawful conduct, fraudulent misrepresentation of my application  and your failure to comply with mandatory disclosure requirements.
  
  
  You will be formally served with a complaint, and I will pursue all legal remedies available to me to ensure accountability for your actions.
  
  
  Sincerely,
  *****

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/14/24 I went to purchase a car for the first time. There were 3 of the same cars there. Price range $35,00 to $44,00. The car I wanted didnt have price on it, not even in there system. It showed $0 on the screen. Long story short, I was told the car will be $43,00.00 so I said ok. Because my car was totaled out, I had a check for the value of my car that I was going to use for a down payment. The financial advisor showed me a paper for $51,00. I said wait how did it get to that price? He said the taxes and the extend warranty. Since I was alone & this was my first time I assumed it was ok. I asked once I give my down payment, will this amount go down? he said yes. When I got letter in the mail from the bank Ally who has my loan. The amount was still $51,00. I was very confused because where did my $9,900 down payment go? I called the ******** was told they never received that amount and to contact the dealership they might still have it. I called and they kept playing phone ************ knew it was me calling. When I finally spoke to the finance guy I originally did the paperwork with. He said he will get back to me the next day. That was 4 days ago. I was overcharged for the ********** took my down payment. The car I got is not priced that high anywhere, even if I tired to resale it. I couldnt get the same value or even close. They didnt charge me $43,00 they charged me way more. I didnt agree to anything above $43,00. I understand taxes but where is my down payment? & why wasnt it applied to my car?I also believe my interest rate was too high. Please advise

  

  Business response

  11/06/2024

  Since receiving this complaint *** ******* visited the dealership with her mother. ******, her finance manager reviewed all her documents with her and her mother. ********** agreed everything was gone over with her and wanted to talk about trading the vehicle or returning. She was shown again her documentation regarding final sale and no cooling off period in *************. Once she receives her title she is welcome to trade the vehicle in or sell it to anyone she chooses. All of her documentation such as law contract and the bill of sale reflects her down payment of $9900. ********* agreed with her finance manager and mother that everything was reviewed with her on the day of purchase and this is buyers remorse. We invite ********* into the dealership at anytime to continue to review her documentation or to service her vehicle, we are here to help in every way. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This car dealership sold me a lemon car

  

  Business response

  10/26/2023

  ****** ***** **** *** ************** **************** ** ***** ********* ************ ***                  ************ ********* ********                                                                                                              ******* *** **** ****** ******** ****** **** ****** ************ *** *** ******** *************************
  
  Dear ********************:
  After reviewing the materials forwarded by your office, we submit this response to the consumers complaint.
  We acknowledge the complaint filed by ***************************** regarding her 2021 Jeep Compass purchase.We are committed to addressing her concerns and wish to clarify that ******************************** vehicle does not qualify as a "lemon" under the ************** Lemon Law due to several key factors:
  
  On August 18, 2023, ************* brought her vehicle to our service center, reporting a noise from the passenger side front. Unfortunately, her insistence on the vehicle's return by 3 p.m. on the same day imposed a time constraint that hindered our technicians'ability to conduct a thorough diagnosis and validate the concern. She returned on August 21, 2023, reiterating her concern due to her inability to leave the vehicle on the previous occasion. Despite the intermittent nature of the noise issue and the complexities involved in reproducing it, she once again declined to leave the vehicle, thereby impeding our ability to conduct necessary diagnostics, as documented in the attached repair order.
  As ****************** sole complaint pertains to a noise issue, it does not meet the criteria for classification as a "lemon." Furthermore, the vehicle has not experienced extended downtime exceeding the 15-day threshold set by the law. Additionally, the ************** Lemon Law typically pertains to vehicles with multiple, recurring issues that substantially impact SAFETY, VALUE, or USABILITY. We remain committed to resolving her concerns, provided she allows us the necessary time for a comprehensive diagnosis and effective resolution.
  
  Luxury Motor Club is dedicated to cooperating with any further requests from the Better Business Bureau regarding this matter. However, its our belief that the complaint lacks merit, and we do not consider a refund or replacement necessary at this time.  We extend a courteous invitation to ************** to visit our service center at her convenience and avail herself of her extended warranty, should a need arise. However, should your office have any suggestions with respect to a resolution of this matter,please contact us at your earliest convenience.
  
  
  *****************************
  General Manager

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   This statement is not true I brought my car to the dealership 3 times , the first time was immediately after the purchase on 7/30/23,they placed my car on a lift and kept telling me they could not figure out what's making the noise, then proceeded to tell me it was the wheel ****** that needed to be replaced and they did so, immediately driving home the noise continued, I called the same day and told ******* and she told me to bring it back that following Friday which I did, I live a long distance from the they shop which is in long island and I'm in Brooklyn, which is a major inconvenience I dropped off the car at a early time and notified them I could not leave my car over the weekend I have a child and work to travel to. When I called to check on the car she told me they didn't even get to look at the car and I told her I'm coming to pick it up, the third and final time I brought it back their techs didn't do anything to the car ******* told me they can't figure out what the noise it and let Jeep deal with it, I made an appointment and brought my car three times to jeep and they also keep making the wrong diagnosis because the noise still persists and my car is currently still at jeep since 10/16/23 going on two weeks now!!!! Each time they tell me its a different problem, they told me it's the tires which I replaced, then it was the steering rack which I fixed and the noise is still there I had to bring it back and now they are telling me something else, it's unfair that I had to spend so much money on a car the dealership knew was not driveable! According to the lemon laws as long as I have made more then two attempts to fix the same problem on the car which I have proof of ,then it's deemed as a lemon car which they sold and misrepresented at the dealership I will officially be filing a complaint with the attorney general office as well! 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  

  Business response

  11/08/2023

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

  
  Dear ********************:

  
  After reviewing the materials forwarded by your office, we submit this response to the consumers complaint.
  We acknowledge the complaint filed by ***************************** regarding her 2021 Jeep Compass purchase.We are committed to addressing her concerns and wish to clarify that ******************************** vehicle does not qualify as a "lemon" under the ************** Lemon Law due to several key factors:
  
  Following up on our previous response we have ************** visiting our shop August 18, 2023 and August 21, 2023 as the Carfax she provided the Better Business Bureau with confirms. All service records report directly to Carfax. ******* was not communicating with ******* rather communicating with *****, the Service Manager. Again, ***************** sole complaint pertains to a noise issue, it does not meet the criteria for classification as a "lemon." Furthermore, the vehicle has not experienced extended downtime exceeding the 15-day threshold set by the law. Additionally, the ************** Lemon Law typically pertains to vehicles with multiple, recurring issues that substantially impact SAFETY, VALUE, or USABILITY. We remain committed to resolving her concerns, provided she allows us the necessary time for a comprehensive diagnosis and effective resolution.
  
  ************** has full bumper to bumper Manufactures warranty as well as extended warranty through GWC.After reviewing the repair orders/Carfax she attached she has not replaced tires or a steering rack or incurred costs. She declined further diagnosis according to the repair order she provided on October 3, 2023. All repair orders provided do not have her jeep listed as not driveable or report any mechanical failures rather just a "noise."
  
  Luxury Motor Club is dedicated to cooperating with any further requests from the Better Business Bureau regarding this matter. However, its our belief that the complaint lacks merit, and we do not consider a refund or replacement necessary.  We extend a courteous invitation to ************** to visit our service center at her convenience and avail herself of her extended warranty, should a need arise. However, should your office have any suggestions with respect to a resolution of this matter, please contact us at your earliest convenience.
  
  
  *****************************
  General Manager

  Customer response

  11/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   No one from that dealership has ever reached out to me or offered to look at the car again, everyone has been giving me the run around, your guys told me to let Jeep deal with it since it's still under warranty. Had you looked at the most recent car fax you'd see that the car has been at jeep service center and in the shop still since October 17, 2023 because in fact they said the car is not drivable. Had you reached out to me you'd know that in fact I did change the tires and steering rack with my own money and mechanic because as you should know those parts are not covered under the warranty  and the ************ center can confirm this and that's why they even took the car back to service it again because I followed and fixed all their recommendations,and the car still has issues , so please speak facts, the truth is You guys are shady and liars! You misrepresented and sold a car you guys knew had issues that you didn't fix before it was sold because you guys just wanted a quick buck. I advised all my friends and family to your janky car dealership and to stay away and save themselves the headache and stress , had I known this was the service and treatment I'd get I would've stayed away from your dealership you guys are the worse dealership I've encountered and as I said before,I will be following thru with the attorney general's office and let the law deal with you guys and awful business dealing and customer service.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Simply p*** nightmare!!! Unethical, untrustworthy sales representatives engaging in dishonest business practices.Purchased a used vehicle 2020 Kia ******* with ****** miles. I tried to register the vehicle data with ******** i was informed by *** that the vehicle origin was from the country of ******. I was informed by Luxury Motor Club and (4) of its employees (***** the Sales person, ****** the finance manager, ******* the General Manager and ***** the service manager that my vehicle had the remaining balance of its original warranty.That was the only reason i brought this car!!! Yet, as soon as i drove off the lot, a warning light displayed on the dash (forward collision avoidance assist system). I immediately returned to the dealership the following day and was promised that their service center could fix this issue. ********************** center along with ****** THE FINANCE MANAGER, *******, THE GENERAL MANAGER and ***** THE SERVICE MANAGER all recommended that since i have the manufacture warranty....i will be covered.Wrong! ******* and ********** ran the *** Number and informed me that the warranty is not valid in *****************!!! Luxury Motor Club and its employees ****** THE FINANCE MANAGER, *******, THE GENERAL MANAGER and ***** THE SERVICE MANAGER fraudulently knew this was an issue or negligently misrepresented the warranty of my car. The business has also engaged in common law fraud.These are individuals who work in the car industry and are giving consumers wrong information in order to sale cars.The only recourse of action was to return the car and they refused. They claim that because i signed a contract i'm liable to the loan.However, they fail to understand that because of the false misrepresentation of the warranty, it was the only reason i agreed to purchase.Im requesting a contract rescission and a full refund of my down payment.

  Customer response

  10/28/2022

  Better Business Bureau:
  
  I was invited back to Luxury Motor Club on Thursday 10/27/2022. I spoke with the comptroller *******. **** and I came to a mutual resolution.
  

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ok so i got the car from Luxury Motor Club. For one ********* forces to you take videos and pictures. They ran me and my mothers credit through so many banks and put so many inquiries on our credit report. 3rd day i got the car there was a check engine light. I missed out of 3 days of work and they didnt give me a rental or anything to move around it. When you need answers they do not pick up the phone or care to help you at all! Now the dmv has emailed my mom saying my car isnt registered. These people need to be investigated and shutdown. They are crooks !

  Customer response

  05/20/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

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