Complaints

• Initial Complaint

  12/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On November 20 of 2024 I went to purchase a truck advertised at 43k and change. I had been approved for the purchase through ***************. The sale's person hounded me to let them go through there financial institution under the guise of finding me a better interest rate. The real reason for the bank switch is so they could slide a hidden ******** dollar fee into the contract without me noticing as it was hidden in the mountain of papers they had me sign in 3 minutes or less. Is this legal? I end up paying ********* for a truck advertised at 43k????

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car outright, no financing. Was told I needed a tracking device on the car. I asked many times why, and mentioned how odd it was. One excuse they told me was that it's not legally my car until I get the license plate and title. I figured ok, its been 16 years since I needed a new car, things changed. I was never told that I was paying for a 3 year subscription. (4) during signing. I know I signed a paper agreeing to have the device, but not to paying $399 for something I could buy off amazon for fifty bucks. I encountered them about it, to the person in charge, same person I purchased car from, and they started treated me poorly, with hostility. This person stated it was a mandatory charge and service for all their vehicles, never giving me clarification as to why it would be mandatory for the full owner of a car purchased from ***'s? Maybe BBB could identify the logic I seem to be missing? I have filed a complaint with the ***, as this appears to be an across the board practice, and I doubt I am the only one that was scammed. To note, the tracking device and subscription are owned and operated by ***'s cars. I would like the refund of my $399 and they can have their tracking device. I could barely read the print on the documents, and so relied on their explanation of the paperwork. As far as I was told, all the added cost was taxes and licensing.

  Business response

  11/19/2024

  Mr. ****** signed mulitple documents agreeing to purchase the vehicle along with the *** device at the specified cost. (see attached). It is an included accessory on every vehicle we sell. He was aware of that and still decided to purchase the vehicle. The device also comes with a complimentary VEHICLE THEFT PROTECTION PROGRAM for up to $10,000 stolen vehicle coverage. He only purchased the car for a price of $3,995, so he is covered over DOUBLE the purchase price because we included the accessory with the vehicle. Even though the *** subscription is paid for and active we offered to buy the device back from him for a $50 **** Gift Card which we are still willing to do by November 27th, 2024. We have spoken with Mr. ****** directly as well. 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a 2015 truck from Cal cars in **************. We had three days to let them know if we wanted that truck or not and if we didnt want it, we could exchange it for a truck of equal or more value I called him the next day and said no we didnt want that truck. They had a 2017 coming in so we went in and looked at it and it looked good. We decided we take it now for the 2015 truck we financed part of it and then we had a $****** trade-in value on a ******** so we got all that back. We didnt get that back but we went to get the 2017 and they wrote the 2017 ****** Tacoma up as a brand new car there was no mention of the $****** down payment. There was nothing and they we talked to them and they said that that was a wash that ****** only went towards the 2015 car so they could take the 2015 car charge full price on their lot get their money back but what happened to our $****** they dont get to keep that they have to transfer it And our bank is saying that they havent contacted them because we need to rewrite our loan because were paying interest on an amount that isnt correct so were having a heckuva time with cars and I want this to be a huge complaint because I think Im gonna have to hire an attorney

  Business response

  08/27/2024

  The 3 day exchange is completed.

  The Parkers purchased a 2015 Tacoma for $28,995. They traded in their ******** for $9,100 + tax credit. This left a difference of $19,895.

  They also purchased additional products: Tire & Wheel Protection $730, Dent Repair $660, Windhield Protection $863, CAL ******* GPS $399, ************* $1,000, and a Service Contract for $4965. Taxes were $2491.51, Licensing and doc fees were $439.75. So the Total Amount financed was $31,443.26 (this has the value they received for the ******** factored in)  

  The Parkers then purchased a 2017 Tacoma for $32,995 and they were given $28,995 on trade for the 2015 Tacoma. Leaving a difference of $4,000. And the loan on the 2015 Tacoma was paid off and then carried over into the 2017 Tacoma + $4,000 in additional price for the newer vehicle. The equity from the ******** was already a part of the payoff from the first deal. 

  We did however make a mistake and not refund the total amount of cancelled products from the first transaction. They were given only $5,965 towards the exchange and that amount should have been $9,238.37. The difference of $3,273.37 owed to them has already been cut in the form of a company check. They will be picking it up tomorrow. 

  After going over the numbers with ******* today she understands the clerical error and that they did receive the correct value for their ********. 

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 Ram 1500 with ****** miles from Cal Cars in CDA on 3/7/24. When purchasing we agreed that the windshield would be replaced, and the key batteries would be replaced for the remote start. DAY ONE: I test drove, we signed papers, and I went on my way. New truck so I went to the car wash, and the back window started hemorrhaging water into the truck. It turns out it needed to be replaced. I contacted the dealer and after a lot of conjoling I finally got the glass replaced 2 weeks later after snow and rainstorms. After pulling the glass we found mold in the headliner, and I had to pay to get that treated.Day 17: The stereo video system and radio have begone to freeze up or straight up crash. I cannot get through 3 songs before it freezes up, or the backup camera freezes up on screen and you must remove the battery cables to reset the whole system.Day 21: What happened because of the leak? Water got in the headliner, down the back of the seats and I had to get the truck detailed. Not only did the water get everywhere in the truck, it ran down the back of the cab on the inside of the truck into the remote key receiver and now I lost all keyless functions.Somewhere between Day 15 and present: I could hear a sound starting to come from the rear of the truck, as a speed up the sound got louder and louder in conjunction with the speed of the truck. Turns out the rear bearings have failed! Before I will even make my 1st payment, Before I will even own this truck for 30 days, I will have had to change a windshield and get reimbursed for it, Change the back glass, pay to have the headliner detailed Pay out of pocket for a new wireless receiver for the remote start, and replace the whole rear end of the vehicle!If this isnt blatant criminal activity, then I dont even know what is!!!

  Business response

  06/18/2024

  We have worked with our client directly and ended up replacing the Ram with a more adequeate truck for his needs. All is well. 

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Date: 2/23/24 All details are documented and occurred within the past 6 days. I test drove a truck at the ************** location just before closing time. I tell the sales guy Im not wanting to close a deal that night because its late and Ive had a long day. Next thing I know the sales manager is out there I know youre ready to go home, but if we knock a thousand dollars off the price can we get you into that truck tonight? I hold out, a few days go by and I check back to see if the truck is still there. Long story short, I make a deal with ****** the sales guy who, in writing, confirms the thousand dollar price reduction that was offered and also confirms that his sales manager has approved the deal. I then get a call basically stating another customer wants to pay full price for the ********************** and Im trying to save this deal for you, implying that I could pay full price before they do, or lose the truck. I hold out again, say go ahead and sell it. Check back a couple days later and what do you know, truck is still there. I reconfirm the deal and Im literally on my way out the door to go buy the vehicle and I get a call back from them again, speak to a different sales manager named ****, who flat out says You made that deal with a manager who isnt here tonight. I wouldnt have approved that deal, and we arent going to sell it to you for that price. He also confirmed that he could see the messages between myself and the sales rep showing everything about the deal that was agreed to. But apparently that wasnt good enough for ****. After that I spoke with who I was told is the General Manager, *****, who agreed with his staff that a deal is not a deal at Cal Cars until the money is in their hands. They all continued to remind me that they would happily sell me the vehicle at full list price plus extra for their unwanted add-ons, and that respecting the agreement was simply not important to them. So I walked away, quite upset about the whole interaction.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I financed a car from them and later down the line when i went to trade in the vehicle, on CARMAX it shows structure Damage under the car reported. And they never told me about any damage. I currently have the stabilize light come on frequently. And the computer system glitches alot, they sold it to the bank i go through for 0 down payment and over 46k total, it was vandalized recently in july with spray paint, that claim was reported, but even after i get the damage on the outside fixed, the vehicle was sold to me with unknown damage on it for double the amount it is worth. I even asked is their any catch to this, and they told me no and shook my hand,. They had also told me i would of been stuck with another car if i didn't come in to exchange it at the time of buying a car. I then go back, and they said it wasn't accepted by the bank anyways, i tried to turn the caddy back to them and they wanted me to put a down payment of 10k down for a new car ! Instead of taking the damaged one i have that they gave me without notice of the problems. I am only 23, still new at all this and they screwed me over.

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased ******************* Nov 2022. Within 3 days noticed sluggish acceleration. Had to wait until Dec 2022 to have service evaluate. I was told transmission fluid was black and this was replaced. Continued to have issues with slow acceleration. Brought car in for service and was told there was nothing wrong and if I kept returning for the car issues I would be charged service fees. I was told that I would "just have to wait until it broke down to have it repaired". Issue continued and worsened. Was unable to get an appointment with service (wait time over a month) By this time my engine light was on and no help from Cals. Took car to **** dealership and the engine needs to be replaced. 2 major issues with the car in less than 6 months, close to 30 days without transportation for repairs. I called Cals on 6/21 after discovering the engine needed to be replaced and received a text finally on 6/28. No offer of assistance or offers/suggestions to fix the situation.

  Business response

  06/30/2023

  We have had ******************** vehicle through our ******* department for mechanical inspections a couple times at the clients request since she purchased it in 2022. CAL ******* did not charge her anything for these inspections after the sale. No issues were recorded the last time the vehicle was with us in December. Since then **************** has brought the vehicle to **** with another mechanical issue. We had offered to have her bring the vehicle back to our ******* department, but the vehicle is currently at **** per her communication to us. She does have an AUL Service Contract (sold to her at the time of sale with the vehicle) which would cover the cost of any repairs whether they are done at **** or CAL Cars. At this point, the best thing would be to have her 2018 **** Escape repaired at **** under her AUL Service contract coverage as the **** dealer has manufacturer support, tools, and software to assist in the repair of her vehicle. There is nothing CAL Cars can do at this time especially considering **************** has referred to us as "dishonest incompetent people" despite our best efforts to help. We are glad that **************** has coverage through AUL as previously stated, and she can utilize that coverage at any other ******* center of her choosing moving forward. This matter is considered closed on our end.

  Customer response

  06/30/2023

   
  Complaint: 20257892
  
  I am rejecting this response because: under the implied warranty of merchantability a dealer promises that a used car is fit for ordinary driving purposes, reasonably safe and without major defects. As outlined in my original complaint, attempts were made with the dealer within 7 days of purchase for repairs. In recent communication with the service manager, ****, it was implied that I never contacted them, even when I produced a call log for her. This, along with the details outlined in my previous complaint, is dishonest behavior. **** informing me I should have called the service **** again after being told by ***** to take my car to **** and the fact that after 2 service visits at Cals the problems remained is incompetent behavior. I have no doubt stronger wording than dishonest and incompetent has been used by others when communicating with this dealership. 2 service repair attempts with Cals for a transmission issue according to them, the need for the engine to be completely replaced, time missed from work and being without transportation for 20+ days for a car barely owned for 6 months is approaching "lemon law" territory.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2018 ***** Colorado truck from Cal Cars in August 2022. The truck has been in for service repairs for 4 times since owning the truck and it continues to do the same thing. Asked the owner ****** for a refund.

  Business response

  06/19/2023

  We have been working with the client directly regarding their truck and we have agreed to buy the truck back at its current value today. Refunds of all service contracts and GAP insurance are being sent to the lender towards payoff as well as the purchase price amount. This matter is resolved at this time. 

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 8th my husband and I went to cals cars to check out a car we had been looking for several weeks we checking out several cars the sales person was nice, We found a car that we wanted took bout 2- 21/2 hrs, were getting very tired we had to wait another 45 min for the person that was doing the paper work after we decided on the car.can not read the name on the contract to tell you who the guy is that did the financial part,any ways he was going so fast he knew we were tired he was telling ** about this program on the car called elo it can track your car if stolen I told him we didn't need that that are car was in garage i didn't drive that much he went on about it he said to me do you want me to send you the link he made it sound like it came with the car so i said ok. we continued on with the rest of closing the sell he had ** signing papers so fast i couldn't keep up. he did not go over the final paper work with us put it all together apologized for are long stay at the car lot. when we got home we were talking about how much we paid thinking it sounded like more then it should have been so we started going over the paper that elo cost us $700.00. I called them the next morning telling them i did not want that,they told me it could not be refunded.i went over everything like i'm saying to you.then i called the ***** number for elo she said that the car lot had to cancel it she said they signed me up for a 3 year plan which he never told me that they had a 1-3-5 year plan so it cost me $700.00 for three plan. I called ***** who is the head of their financing he told me it could not be refunded he was going to talk to the sales person that did the paper work. ***** came back and told me i signed the paper for that I told him how fast he was going and every thing that happen he said the best he could do was put me on the 5 year plan.I told him I could not believe that they could not refund it and i thought it was bad customer service no results.

  Business response

  06/12/2023

  We have arranged a special concession to remove the product that the client purchased minus the costs incurred by the dealership. The $450 credit will be applied to the balance of their loan with their lender after removal of the device which is scheduled to get done this week.  

  Customer response

  06/17/2023

   
  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.
  
  Sincerely,
  
  ***** & ***************************

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mom bought a car from them in cash with the extended warranty with it and now the car is having all these issues like it wasn't fixed when they had it in the shop out there in December

  Business response

  03/27/2023

  We have been in contact with the clients, have arranged complimentary towing to our service shop as part of their warranty and our working with client to get the vehicle repaired.

*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. ↩