Complaints

• Initial Complaint

  10/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Porsche Macan from Ottosource dealership on July 16, 2024. I never received any paperwork on the extended warranty purchase. I've sent several emails requesting a refund on July ***********, 2024 and a follow-up on September *******. On Saturday August 3, 2024, I visited their location to request a refund and was told to come back on Monday August ******. On August 5, 2024, I waited serveal hours to final be allowed to complete a cancelation request form. After several attempts and sales techniques to pursue me to keep the warranty. I was told the refund would **** * to 8 weeks to go through with the extended warranty company by the "manager", but was told 5 weeks and a full refund by the business office clerk. I reached out to the warranty company and was told Ottosource does the refunds. It's been 9 weeks and I been very patient. I have not received and updated on a warranty I am paying interest on. I'm doubting their was ever a warranty because I never received paperwork and none response. Per the manager, the entire staff can see their emails.

  Business response

  10/21/2024

  Dear Better Business Bureau,
  Thank you for bringing this matter to our attention. We understand that Ms. ****** is experiencing delays in receiving their warranty refund, and we sincerely apologize for the inconvenience this has caused.
  The delay is due to processing issues with the warranty company, which have been beyond our immediate control. The Warranty refund process usually takes between 5-8 weeks since the moment the refund form has been signed. Ms. ****** signed this form on the first weeks of August, please allow the adequate processing time. Copies of the warranty contract and sale paperwork is provided to each customer at the time of sale. If misplaced, copies of the paperwork can be provided if costumer request them in writing.

  We are actively communicating with them to expedite the refund and ensure that Ms. ****** receives their funds as soon as possible.

  We appreciate Ms. ******************** during this time and are committed to resolving this issue promptly. If there are any updates or further information needed, please do not hesitate to reach out.
  Thank you for your understanding.
  Sincerely,

  Ottosource Corp.

  Customer response

  10/21/2024

  I am rejecting this response because:  It's been 11 weeks going on 12 weeks. The extended warranty company stated that  Ottosource dealership is responsible for issuing the fund. Due to not receiving my refund within the time frame given and no updates from the Ottosource dealership, my Consumer Rights have been violated. 

  Business response

  10/21/2024

  As we stated in our last communication, the refund process has already been started and we are waiting notification from the warranty company. Even though the requests for refunds are originally petitioned by our customers through the dealer, the dealer subsequently submits all petitions to the warranty company to then be process by them, unfortunately the dealer does Not have any control over this timelines. We will submit the refund as soon as we receive the refund from the ***************** 

   

  Customer response

  10/21/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased ***** RX 350 in February 2024, from Otto Source dealer located in ******. offered me extended warranty, really pushed it for $4300. cancel any time without questions. I agreed. After came i came home and checked the paperwork. I did not like the warranty nor did I like that they MADE me go with their financing. So I cancelled the warranty and switched financing within 3 days. I went to fill out the paperwork with ***** and **** and they assured they would keep in touch. I gave them about 3 weeks. I spoke to *****/****** a few times with no call back as promised. Spoke to the financial department once with no call back. I have left countless messages, I have sent emails and nothing! This is so shady and shameful. No response from the dealer whatsoever. Now, I feel like they have stolen from me and I have taken out time and energy. I have been taken advantage of. I called the third- party warranty company and the dealership spoke to them August, 2024. They told me that ottosource said they would send out my refund. Of course my calls are ignored and here we are 4 weeks later. I have asked to speak to management and the ** and they have completely ignored me. I am out of money, patience and time. I have payed more on my car interest due to the shady behaviors of this dealership.

  Business response

  10/08/2024

  Hello ,BBB
  
  My name is ***** ******* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the vehicle Experience. Our goal is always the total satisfaction of our customers.

  our staff have already initiated and process the cancelation, the money will go back to the lien holder Capitol one,.Warranty cancelations are being process on the fastest way possible.

  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   ***** *******
   GM
   ************
  

  Customer response

  10/08/2024

  I am rejecting this response because:   I have made several attempts and left several messages with no call back. I cancelled the warranty in Feb 2024 and the warranty company received and accepted the cancellation in March 2024. I have told them several time in Feb to April that my lein holder was not *********** before they started ignoring my calls. If they would have been professional and did what was suppose to be done months ago then I would not have to tell them that my lein holder changed 8 months ago while keeping my refund hostage. A phone call could in fact clear this situation. The general manager could have called me upon getting the BBB complaint 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/23/24, I emailed this business, a extended warranty cancellation request for a 2016 ***** that I had bought from them. The approx amount I need to get back is around 4000 dollars. From that day till todate, nobody at the business has helped or answered me back with status of the request and its been more then 3 months. I have even talked once with ***** who is the Director of Sales there. I need the money back from extended warranty cancellation

• Initial Complaint

  07/09/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a car from them on April 30, 2024 and as of today (July 9, 2024) I still do not have plates. They have been evasive, don't answer questions, and now aren't responding to any of my attempts to contact them.

  Business response

  07/23/2024

  Hello ,BBB
  
  My name is ***** ******* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the vehicle plates registration on the state of *******. Our goal is always the total satisfaction of our customers.

  Our staff try to contact her on many times with not response to get her driver license and insurance to expedite the out-state registration process those documents are need it to do vehicle registration for State guidelines and they have no exemptions.

  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   ***** *******
   GM
   ************
  

  Customer response

  07/23/2024

  I am rejecting this response because:   it is false.  1) I provided my driver's license in person when I purchased the car. 2) No one contacted me until SIXTY-FIVE days after I purchased the car (purchased April 4, 2024, received text message Friday, July 5, 2024 at 4:59 pm) and I had been asking about my new plates. I provided my driver's license and proof of insurance Monday, July 8, 2024 at 4:26 pm.

  Ottosource did not contact me and, in fact, would not return my calls, email, or texts. So, no. They did not try to contact me. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased Lexus RX 350 on February 6 *****, from Otto Source dealer location at ******************************************************. Phone #************. they offered me nice extra warranty for 5 years ******* miles under $3500.00, cancel any time without questions. I agreed. After came home checked the paperwork. I found dealership cheated. on the paper 3 years, ****** miles, $33989 for the warranty. After 3 days went to dealership and told them to cancel my warranty. they said, they will send the paperwork to cancel. No response from the dealer. I called the third- party warranty company (North ******************** They said, they have no information about my warranty. I called the dealership, texted salesperson, financing manager. No response. Contacted North ************* care again. They told me, no information about my warranty. Still waiting for my $3989.

  Business response

  04/24/2024

  Dear BBB

   

  My name is ************************* and I am the General Manager other here at Ottosource.
  Please accept my sincere apologies for the client's recent negative experience. Im sorry to hear the client is  less than satisfied with the paperwork of the vehicle. Our goal is always the total satisfaction of our customers.
  I did pull the records including the bill of sale ,finance contract and extended warranty documents that the client agreed and signed on 02/06/24 for Maximum shield protection for $3989 36 months  60,000  miles lienholder *********** and can be verified by you or the client.
  contract #************ Administered by ************************************ one of the best in the market.
   cancellations can be initiated by the  the client with a cancelation form signed. The client is welcome to contact our office and get the form by email or fax  
  We value our customers opinions and thank you for bringing this to our attention.
  Respectfully,
  *************************
  GM
  ************
  

  Business response

  05/21/2024

  Dear BBB
  
  My name is ************************* and I am the General Manager other here at Ottosource.
  Please accept my sincere apologies for the client's recent negative experience. Im sorry to hear the client is  less than satisfied with the paperwork of the vehicle. Our goal is always the total satisfaction of our customers.
  I did pull the records including the bill of sale ,finance contract and extended warranty documents that the client agreed and signed on 02/06/24 for Maximum shield protection for $3989 36 months  60,000  miles lienholder *********** and can be verified by you or the client.
  contract #************ Administered by ************************************ one of the best in the market.
   cancellations can be initiated by the  the client with a cancelation form signed. The client is welcome to contact our office and get the form by email or fax  
  We value our customers opinions and thank you for bringing this to our attention.
  Respectfully,
  *************************
  GM

  Business response

  06/01/2024

  More Information...Dear BBB
  for warranty cancelations they must be initiated by the client, requested a form and sign the form then process they can contact our clerk ******************* at ************ the funds will go to the lien holder unless the vehicle was paid in cash and the Thank you 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The vehicle was mess represented Also paid 4k for a Warranty that I haven't received any paperwork on the car is making a real bad Noise no one wants to email you back or call you back on the matter just take the money and run

  Business response

  11/07/2023

  Hello ,BBB
  
  My name is ************************* and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the client was less than satisfied with the purchase Experience. Our goal is always the total satisfaction of our customers.
  
  Unfortunately, we don't do vehicle returns all sales are final AS IS, service contract can be canceled by the customer request calling the office at ************. Maintenance, upgrades, vehicle subscriptions and extra services Ottosource is not responsible .Ottosource has no liability or obligation under any contract with the client to return the vehicle.  At your convenience, please contact me directly at ************.
  
  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   *************************
   GM
   ************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sold a Intellidrive vehicle service contract that doesnt cover anything that its supposed to.

  Business response

  09/12/2023

  Hello, BBB
  
  My name is *************************, and I am the General Manager here at Ottosource.
  
   Im sorry to hear that the Client was less than satisfied with the vehicle service Contract. Our goal is always the total satisfaction of our customers.
   
  The process to get a claim cover by the service contract is to have an authorized service facility to start a claim for the vehicle, Maintenance records could be required by them if required. The service contract can be cancel requesting a cancellation form and signed. At your convenience, please contact our office directly at ************.
  
  We value our customers opinions and thank you for bringing this to our attention.
  
  Respectfully,
  
   *************************
   GM
   ************

• Initial Complaint

  08/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased vehicle and being told as-is and the extended warranty would cover the manufacture radio if went out completely. The vehicle did not have maintenance services. I ended up paying **** just to bring the vehicle to date with regular maintenance. The dent and scratch coverage would not cover the major dents on the vehicle that I was told by the salesperson and not to worry. Once paper work executed nothing could be done and stated vehicle as is. The platinum warranty company is horrible and cant get in contact after paying almost 5k. ****** learned for purchasing used and not reading reviews.

  Business response

  08/12/2023

  Hello ,BBB
  
  
  My name is ************************* and I am the General Manager here at Ottosource.
  
  
   Im sorry to hear that the client was less than satisfied with  the vehicle Experience. Our goal is always the total satisfaction of our customers.
  
  
  Unfortunately the client skipped the process to get a claim cover by their service contract to the correct channels and ordered a service we didn't approve or authorized. Maintenance,upgrades and extra services Ottosource is not  responsible .Ottosource has no liability or obligation under any contract  with the client to pay for maintenance or extra services  . claims under service contract  can be processed by any ****************** facilities . At your convenience, please contact me directly at ************ .
  
  
  We value our customers opinions, and thank you for bringing this to our attention.
  
  
  Respectfully,
  
  
   *************************
   GM
   ************

  Customer response

  08/19/2023

  I am rejecting this response because:   I paid out of pocket for these repairs.  This was not paid by any service agreement. The dealership did not agree to the cost after getting an inspection on the maintenance required to make the vehicle safe and run properly. 

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a used Tesla from this dealer in January of this year. I returned to this same dealer to trade it in for a newer model because the center screen began leaking. While trading in my car, I purchased another Tesla from this dealer on 5/21, which is less than a month ago. The car has been making a loud clanking noise since day 2 of it being in my possession. I've contacted the dealer several times via telephone stating my concern with the noise. I also suggested since I just traded in a car for problems it was having, if I could return this most recently bought Tesla so I wouldn't have to deal with the problems this car is also experiencing as well. I would return the car in exchange for the down payment that was paid when the car was purchased. Since reaching out the first time, I've been hung up on several times by multiple people at the dealership. I eventually went to the dealership on 6/4 with my mother, to discuss the issues of the car stating that we would just like our money back because the car is faulty. The dealer offered to get the car repaired and cover any expenses that the warranty didn't cover, however, they refused to take the car back. Personally, that is not a feasible resolution because at the time I had only owned the car for 2 weeks although I had been reaching out to them via telephone for one of the 2 weeks. It's also not a feasible resolution because no person would like to keep a "reliable" vehicle that they've had to repair upon the first week of owning it. Most importantly, I received a certified title history report from the Texas Department of Motor Vehicles for the Tesla I financed and that car has a branded title. It clearly states it was a Salvage vehicle in the paperwork and although, Ottosource has been made aware of this they are choosing to do absolutely nothing about it. They know that this paperwork exist and when I call to speak to anybody they continuously hang up in my face.

  Business response

  08/05/2022

  Business Response /* (1000, 7, 2022/06/30) */ My name is Jafet *******. I am the General Manager here at OttoSource. Please accept my sincerest apologies for the recent negative experience with Mr. ******. I'm sorry to hear that he is less than completely satisfied with the vehicle he recently purchased. Our goal is always and will always be the total satisfaction of our customers. I would like to offer Mr. ****** an option to trade the current vehicle for a different one or we can buy the contract back from the bank that his vehicle was financed with. We would require an inspection of the vehicles miles and condition before doing so. After that we would be able to pay the credit union the amount due. All the vehicles sold here at OttoSource are sold AS IS being that we only carry preowned vehicles. Several documents can be provided that show the full disclosure of that as well. We did in fact offer to fix the clicking noise issue Mr. ****** claims he heard days after finalizing his purchase with us. We went as far as promising Mr. ****** that if his bumper-to-bumper warranty he purchased declines the claim we would then pay for it in full. Regardless of whose fault it was because we fully believe in customer satisfaction. Mr. ****** declined and in the same sentence threatened to injure several employees and verbally abused employees as well. Any threats made to the employees of this company can not and will not be taken lightly. Mr. ****** was aware the vehicle did have an accident, and he also signed all the pages of the Carfax including a signature on the box disclosing the accident as well. Also, I would like to add that the vehicle has a clean Texas title, and we have no record of the vehicle being claimed as a total loss. From the announcement at the auction to the clean Texas title to the Carfax no indications of a total loss on our end were found before offering this vehicle in a retail agreement. We value our customers' opinions, and we appreciate you for bringing this matter to our attention. Respectfully, Jafet ******* GM XXX-XXX-XXXX

*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. ↩