Complaints

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle through a lease on March 30, 2023 from R and L certified auto group. My down payment was **** for a dodge charger . The very sale day while driving home the car overheated. I contacted the car dealership the next day at which time they told me to bring in the vehicle and they would fix it, I told them that I did not wish to do business with them because I felt they knew something was wrong with the vehicle prior to selling it. They refused to give me my money back and told me they would fix the problem and didnt understand why I was so upset , they held my car for a month and a half then they told me it was fixed I went to pick up the vehicle and it seemed like it was working however, less than seven hours later the same thing happened. It was overheating to the point smoke was coming out of it I had to pull over the side of the road and have it towed , when I went back to dealership and told them, they refused to fix it stating nothing was wrong with it while it was clearly overheating in their parking lot .

  Business response

  10/01/2024

  Dear Better Business Bureau and ****** *****,
  
  Thank you for giving us the opportunity to address the concerns raised by ****** ***** regarding their vehicle purchase at R&L Certified Auto Group. We take pride in maintaining a high level of customer service and ensuring our customers satisfaction. However, we would like to clarify the events surrounding this situation, as certain facts have been misrepresented.
  
  Initial Vehicle Repair
  ****** Ozuna purchased a vehicle from us on March 30, 2023. When they reported an overheating issue shortly after the purchase, we immediately offered to address it. While we understand the frustration this caused, we assured them that the problem would be resolved, and we promptly scheduled the necessary repairs. Unfortunately, parts for the repair were on backorder, which led to a delay in completing the work. To minimize the inconvenience during this time, we provided a loaner vehicle at no charge.
  
  Loaner Vehicle Incident
  During the time that ****** ***** was driving the loaner vehicle, they were involved in an accident. Upon reviewing the situation, it was discovered that ****** ***** had failed to maintain proper insurance coverage, as required by law. As a result, R&L Certified Auto Group had to cover the costs of repairing the damage to the loaner vehicle. Despite this, we did not pass any of these expenses on to ****** ***** and continued to work on their vehicle at no additional charge.

  Resolution of Repairs
  Once the parts became available, we repaired the customers vehicle to the manufacturer's specifications. After the repair,****** ***** returned the vehicle to their own mechanic, who made further adjustments, including adding additional oil against our professional advice. We explicitly informed the customer that modifying the vehicle in this manner would void the warranty on our repair and that any subsequent issues would be their responsibility.
  
  Conclusion
  We fully honored our commitment to repair the vehicle, provided a free loaner, and even repaired the damage to the loaner vehicle after the accident at no cost to the customer. While we understand their frustration, we went above and beyond to ensure their vehicle was repaired properly and to minimize any inconvenience caused by the delay in parts. We acted in good faith throughout the process, and we regret that ****** ***** has chosen to misrepresent the events in their complaint.
  
  At R&L Certified Auto Group, we strive to provide excellent service, and we believe we have done so in this case.
  
  Sincerely,  
  ****
  R&L Certified Auto Group
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Feb 21, 2023 I go into this dealership with a friend expecting to look at a red ******* Sonata that I spoke to a rep named ****** about. Not only did they do a bait and switch and say the vehicle was no longer available, but they also claimed that a random car was all they could get. This was all after I was able to get a co-signer (my mother ***************************) to sign with me. Then we spoke with **** about taking my name off because she has better odds alone to get this vehicle; we did just that. I do not recall her signing a loan application prior to us going into this room and signing documents that didnt look right so I took photos of what she was signing. We were not provided a buyers copy of the tag and title order, no copy of the terms, I didnt receive my paperwork back from them after removing my information (they still have my paystubs), and they refused to give us any paperwork when we left which is illegal in itself. After taking the vehicle, we waited for the call from the bank to verify her. It never came. We also did not receive a way to make our first payment until it was almost too late. I proceeded to make 2 payments only to realize that since it took 3 weeks to get our acct number and the phone number, the contact was sold back to this company. We did more research only to find the car was never switched into my mothers name (directly from the dmv) and we had no tags ordered. The contract signature is not hers (forgery), the phone number is not ours, the name is spelled wrong, and the wrong social security number is entered. The documents I have pictures of and what was sent to compliance are. Not compliant and consider this the first formality of action being taken against the company unless they are able to right the wrong theyve done. We have proof and more than what I was able to fit in this section of discrepancies. Ill provide documentation separately if need be.

  Business response

  03/30/2023

  We have not been able to locate a car deal in ************************** name or in the name of ****************************  If they could provide more information about the car they were buying, perhaps we can ask the managers or sales associates if they remember them.  Any other information they could think of would be helpful.  ********************** stated that she took photos of ******** that were being signed.  Perhaps she could upload those and that would help me to find out what happened.  

  Customer response

  03/31/2023

  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.
  
  Regards,
  
  *********************************

  Customer response

  04/05/2023

  Complaint: 19875415
  
  I am rejecting this response because:  See attachments:
  
  Regards,
  
  *********************************

   

  Business response

  04/06/2023

  please see the attached response to the above complaint

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle for this company in February 2023. I was provided with all the features that the vehicle can do. I was provided a broken key fob, which I asked the company to replace and they refused. Shortly after taking possession of the vehicle, I noticed that the MyKey feature had restrictions on it. I called the manufacturer of this vehicle and they informed me that these features are restricted because the previous driver set them, and the only way to remove them is with the admin key. That is when I found out the company sold me half a vehicle as they did not provide me the main key to the car. I am only able to drive up to a certain speed. I can't change many of my sections. I don't have full control of my audio. To add, my the key fob they provided me died the within weeks of me having it. I was not in a panic because the delearship had given me the manual door key. Or so I thought. I went to unlock the door with that key and I find out that it doesn't work! At this point, my daughter and I are stranded at Target. Not to mention, I had been calling the delearship for the door code in case of emergency, which they could not provide me. I contacted ******* on the how to go about getting the main key and was quoted $500-600! I should not be responsible for this, as I was sold this vehicle under the pretence of being able to utilize these features and was unaware of any restrictions set on the vehicle. I tried contacting the delearahip several times and each time, they told me that my salesman, *****, would call me back. Never got a return call. I went to the delearship and the gentleman that I spoke with was not so kind. The delearship is refusing to provide me with a key. I've also been calling for over a month because the fuel pump is going out. I purchased the extended warranty. This should've been resolve easily. However, they refuse to call me back to schedule a time I can bring my vehicle in. Court will be coming soon.

  Business response

  03/30/2023

  I have looked in our dealer management system, but cannot find a car deal with ************************ name on it.  She does not show up as the main applicant or a co-applicant.  If she could provide me with more information, like a VIN# or perhaps the car is in someone else's name.  This would help us locate the car deal and find out who the salesperson and manager were that helped them.

  Customer response

  03/31/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** is a salesman for This business. My wife inquired about a vehicle advertised on ******** market place. This individual replied in an obscene and unprofessional manner. This is uncalled for. ******** has a problem with Spanish speaking females apparently. Decided to avoid doing business with this company.

  Business response

  02/06/2023

  We would like to start by saying thank you to ******************** for bringing this kind of conduct to our attention.  We truly apologize that this was the experience his wife had.  This is not indicative of the way our employees respond.  What we can say is that ******************** is no longer employed by R&L Certified Auto Group.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is probably one of the worst car lot to purchase or do business with. *** and ***, of R&L, just sold my two Native ************* (totally illiterate,. from Pine Ridge Indian Reservation, with 0 education - **** ever, a 25,000K car. I had my sons return the car. They've been on their job less than 1 year, and one has only been on the job 30 days. Adding insult to injury, they took $800.00 of my son's money. Neither son has any idea which one purchased the car, the total amount, or what it is even going on. I've hired an attorney, filed a police report, and now am contacting the Attorney General - this is too much. Why take advantage of our Native Americans, again? RUN from this dealership and run FAST! I will update you as the progress continues. I will not allow this car dealership to abuse my boys. I'm disgusted by the sales tactics and taking advantage of the illiterate. My boys felt threatened and were threatened with towing fees and threatened about the contract. They were seriously intimidated. These boys are 21 and 23 and have been in SA a very short time - less than 6 months.

  Business response

  03/20/2023

  Please see attached narrative

  Customer response

  03/27/2023

  Complaint: 18899426
  
  I am rejecting this response because:

  
  

  R&L Certified Group needs to return ***************************** $800.00   They also need to stop selling cars to persons who were not on their lot.  The only time they saw ************************* was when he went to pickup his brother.  There was NEVER a meeting of the minds in this transactio

  
  

  Nothing could be further from the truth.  *************************, was at his job, and thought his brother was at his job when he called for his license. information.   ***** had no idea he purchased a car.  ***** did not seek a car nor was he at the lot when the car was sold to *****, who did not qualify, so ***** was rooked.  Neither boy knew exactly what happened until I read the paperwork.  ***** was surprised he purchased the car.  He stated that ***** wanted him to co-sign.

  *********************** was made aware when I called him.  After many of his ****** antics to manipulate me and my sons, I decided to call our family attorney as well as the loan company that put a loan in Davids name to make them aware there will be no loan for ***** as he did not purchase nor did he attend the purchase of this vehicle.

  I advised my sons to return the car as soon as it was here.  The next day, ***********************, was trying to incognito drop the car back off in my driveway.  We watched him, yelled for him to come back. We have him videotaped on our ring doorbell acting sketchy.  ****** was lurking and trying to dodge us and hurriedly jumped into the passenger side of someone elses vehicle.  Furthermore, ****** left the car in my driveway with no keys, identification or anything else.  I had the car immediately towed back at my expense.

  The bottom line is R&L kept and refused to return ****** $800 after luring him there under false pretenses with their ******** ad.   When I called R&L on it they removed the ad rom their ********. My guess is they also are using ****** phone numbers as well to dodge customers and complaints.  R&L was deceptive,use ****** phone numbers to hide and refuse to return money that does not belong to them.  We know by ****** and other sources where this car is and when it sold.  The loan company agreed that ***** was not responsible and would reject the loan, but it had not been entered into the system.  The staff at R&L threatened my sons when they returned the car with towing a new vehicle and suing them along with other mumble jumble.  I advised the boys to leave the car, keys and return home.  

  R&L need to find another mothers sons to prey upon.  There never was a meeting of the minds for this transaction and they were fully aware after talking to me then blocking me of what they were doing.  The only satisfactory result from this organization is the full refund of my son,******, $800.00   Until that time, I will continue to fight for my sons and reject any and all transactions to do with R&L.  

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  6/3/2022:Girlfriend(GF) and I take Lyft to Bandera Rd. & 410 location with max$1500 for a down payment(DP) and max$700 for monthly payments(**). Me and GF complete loan application(LA): not approved for vehicle we came in for (Denali), but are approved for different vehicle(Silverado) with $2K DP. We decline, order a Lyft and walk off lot. Second salesman follows us off lot, asks what our situation was, swore he could get us in a truck. GF called her father(GFF), who lives out of state to cosign. GF collected GFF's sensitive info. over phone and physically wrote it on company loan application paper. After processing,approved for Denali, but loan would be SOLELY in GFF's name, with $980MP. We decline offer. Next offer:Silverado with me, GF, and GFF on LA, had to get insurance on truck and a photo of GFF driver license(DL). No paperwork signed at this point. Company charged $1500 DP, GF bought insurance, but GFF didn't send DL. Next offer:Silverado with just me and GF on LA, insurance needed to add R&L as lien-holder. Insurance was closed. Next offer: come back next morning, add them, take truck home. Next morning: Add R&L as lien-holder, sit for 3 hours with no communication. I go to office: ask what's going on. Company says I gave fake pay-stubs: loan-bank, believing my Y-T-D wage total was a single check written by my employer, denied the LA. I obtained proof of all deposits made: company submitted to loan-bank. Hours of waiting: was told first loan officer approved, forwarded to supervisor for final approval due to earlier discrepancy. Hours of waiting: Silverado wasn't approved. New offer: Tundra, same DP, same MP, 4 years older, 200K more miles, significant accident damage on all sides. Requested immediate refund. Finally get home: go through papers from company, find ANOTHER MAN'S CONTRACT(sensitive info) in my papers. Phone numbers listed not working/no answer. Messaged on ********* Finally get on phone: they hung up on me. Still no refund. LA INFO NOT SECURE

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to this car dealership on Friday, June 3 and after spending my whole day there, was told I was approved for financing and gave them a $1500 down payment. After more hours of waiting around and jumping through hoops, still not having signed any type of contract, I was told that the final thing I needed to do was to call my insurance and add the dealership as a lien-holder. My insurance company at that time was closed, so the dealer said come in first thing tomorrow (June 4) and you can drive home after we are added to your insurance. I came in today (June 4) and after adding them as a lien-holder, waiting three hours with no word, was told that the check stubs I had provided were fraudulent. They gave me 4 more hours of run-around and now, I am at home, with no car, and out ALL of my money because they have not refunded my down payment. They stole my money, did not put me in a vehicle, and caused a major headache and loss of wages and personal funds (they made me purchase insurance on the vehicle before signing a contract and after they took my down payment). I want to warn everyone to not give them ANY money until you have signed paperwork. And I want my money refunded immediately.

  Customer response

  06/28/2022

  Better Business Bureau:
  
   
  
  Regards,
  
  *****************************

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the car December 14th of 2021 , by the sales man named ****** . From the jump i was told i had options because of my budget which was 500$ and and another 500$ two weeks later , BEFORE i ever signed the paperwork i ask ****** if there is any problems will i get a refund ****** blatantly said yes maam full refund . When i purchased the car there were a few things wrong , First the ac was out , ****** told me that would be fixed , the front of my car is damaged which was also promised to be fixed . A could weeks later my car was not picking up speed and me and my spouse were stuck on the side of the highway and road multiple times . I was told to come up to the shop for 5 HOURS FOR A DIAGNOSTICS just to be told nothing could be done . We had to leave with the car STILL MESSED UP AND GOT STUCK ON THE SIDE OF THE HIGHWAY AND HAD TO HAVE IT TOWED ! We were told it would take 3-4 days which turned into 4 weeks a whole month ! Which caused me to miss work fall behind on my car payment i tried reaching out for updates everyone was giving me the run around i was not told about the extra fees i would have to pay ! i am still behind in car payments my car is NOT FIXED MY AIR IS STILL BROKEN the front of the car is still damaged I AM STILL BEHIND ON MY CAR NOTES . Anytime i try to reach out i ALWAYS get the run around or get sent to a different person just to be told something completely different and a lie .

  Business response

  01/06/2023

  See attached

*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. ↩