ComplaintsforThe Internet Car Lot

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Vehicle purchased on 3/10/23 was stated to have rebuilt title due solely to sitting in a couple of inches of water that didn't reach the floorboards of the vehicle; statement delivered to us while on phone with our bank; immediate issues with performance resulted in a complete flush of the transmission with reports of extensive water damage; recommended to get rid of vehicle ASAP; took vehicle to certified dealer on 4/8 for trade-in; dealer immediately smelled mold in cabin and vehicle check revealed the vehicle endured a hurricane on the West coast; dealer recommended we contact Attorney General to report the misconduct of the seller; call to Internet Car Lot on 4/10 revealed sales people don't know history of vehicles and wouldn't be able to give any advice on rebuilt titles; supervisor Katie refused to listen to my concerns or work toward resolution Had the extensive water damage been revealed when we asked on 3/10, our bank would not have authorized the purchase, nor would we have proceeded with the purchase of the vehicle. Their lack of truth and transparency cost my family thousands of dollars.

  Business response

  04/27/2023

  Please see the attached signed paperwork from the customer.  The first document is the purchase contract they signed which clearly states they purchased the vehicle AS-IS NO WARRANTY from our dealership.  We offered them an optional extended nationwide warranty however they declined the coverage.  You can also see Mr. ********* signature next to the line that says "REBUILT TITLE AND HAS WATER DAMAGE."  The second document is a federal buyer's guide signed by the customer which states he purchased the vehicle AS-IS NO WARRANTY from our dealership.  Again, he was offered an optional extended warranty which covers the transmission that he declined.  The third document is a copy of the title Mr. ******* signed.  Please note the brands on the title that read "REBUILT" and "FLOOD."  We were fully transparent about the history of the vehicle with Mr. ******* prior to his purchase.  He also declined the optional extended warranty that would have covered the transmission.  As a goodwill gesture, we are more than willing to have our service center inspect his vehicle at no charge and offer him a one time discounted repair.  We can also give him a quote on trading the vehicle in for a different car if he would like.  Thank you.
  
  

  Customer response

  04/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: the vehicle has already been traded in and the information given to us was incomplete.  The cabin had mold and hidden water damage whereas the seller specifically stated "the only reason it's a rebuilt title is because it sat in a couple of inches of water that didn't even reach the floorboards."  This information was intentionally misleading, and the seller has been deliberately combative in our direct attempts to resolve the issue.  We're requesting a refund of the difference between the sale of the vehicle and trade-in value we received.
  
  Sincerely,
  
  Ashton *******

  Business response

  04/28/2023

  Our response is still the same.  Thank you. 

• Initial Complaint

  11/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They talk you into a warranty by saying it just raises your monthly payment just a little but never tell you that it adds ******* to your loan and adds another year of payments. Then when you get your first bill and realize that it's what happened, they will charge you **% fee of the ******* of the warranty. **************************** They will not help you!!!!

  Business response

  12/13/2022

  Business Response /* (1000, 5, 2022/11/04) */ Hi, James, our extended warranties are completely optional, but we do highly recommend them because they end up being a very good value for our customers. All cars new and used are guaranteed to break down. It's just a matter of when and what. With today's modern repair costs, just several trips to have repair work done can easily exceed the cost of a warranty. You are welcome to cancel your warranty, if you no longer want it as well. Most customers like the peace of mind, knowing that they have a built-in warranty in their monthly payment so they do not have to come up with cash for any unforeseen repairs. Thank you.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Internet car lot in ******************* charged $**** for auto prep. I purchased the vehicle but prior I paid for a car wash. The car was filthy. The two front turn signals didn't work. The interior was filthy. I asked for the car to be prepped and I was told that they only did prep in *****. Why would I be charged for prep when that service isn't available at the dealership?

  Business response

  12/09/2022

  Business Response /* (1000, 5, 2022/10/25) */ I'm sorry Daniel, but we don't charge $***** for prep at any dealership. We're happy to help you get your vehicle detailed and any repairs you might need done at a discounted goodwill rate however. Please contact us directly for assistance. Thank you.

• Initial Complaint

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased a car on 8/18/2022 from the Internet Car Lot. The driver that delivered the car from ***** to ** was the first person to point out to us that it had a significant amount of bad rust along the windshield and underneath the car. None of this rust damage had been disclosed to us by the dealer or in any of the paperwork. When I called the Internet Car Lot to discuss this issue with the salesman, Billy *****, the other salesman, Wyatt ***** refused to let me speak with him, said it was more of a service question. When I asked Wyatt how he would feel if he purchased a car with significant damage that wasn't disclosed, that came with a A+ Inspection report, he said that he personally would never purchase a car without test driving it first. Wow, that blew me away, even their own salespeople know better to buy a car from the company they represent. After I posted this complaint, someone from their company reached out to me, and offered to allow me to exchange the car with another car on their lot. So I looked through the 200+ cars they have in inventory, and 90% of them are listed with either hail damage or a Branded Title since they have been in a major accident. I asked the general manager, Ryan ****, if he had any cars that were in good condition. He recommended a ****************** that came with a 92 out of 94 rating. I had a friend of mine that manages a **** dealership run the ****** report, and sure enough the car they recommended had a major accident 9 months ago. So it is clear as day that every car on their lot has major issues. I left several messages with Ryan **** to discuss alternative solutions, but he would not return my calls. I would highly recommend that you buy a car anywhere else before considering buying a car from The Internet Car Lot in *****

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/08/24) */ In regards to the complaint filed by Mr. *****, we posted over 40 pictures of the vehicle on our website taken in the natural light. We did not see an abnormal amount of rust on the vehicle. It is a ******* vehicle that is 9 years old and has seen salt so rust is probable. ****** only offers a 60 month factory warranty against corrosion and the vehicle has aged out of that warranty. As a goodwill guesture, we offered Mr. ***** to be able to exchange the vehicle for any other vehicle we have for sale that we own which is over 600 vehicles but he declined. We are more than happy to still honor our goodwill gesture until August 31st, 2022. Thank you. Consumer Response /* (3000, 7, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The pictures of the vehicle they posted did not show the rust around the windshield and beneath the car that is very evident to the naked eye. Nor did they mention the rust in the car's description. My wife asked the salesman, Billy ***** to look at the car one more time before finalizing the sale, to make sure the car was in good condition, and again he failed to mention the abnormal amount of rust. Typically we wouldn't buy a car unseen, ******************************************, and was trying to find my daughter a car to surprise my daughter for her **** birthday. Since I was out of town, she bought this car on good faith trusting the description of the vehicle and the word of the salesman. After my complaint, the manager did mention that we could exchange it. But when I viewed their inventory almost every vehicle either has hail damage or a branded title. When I asked the manager if they had any cars available that were in good condition, he recommended a ****************** that came with a 92 out of 94 rating. I had a friend of mine that manages a **** dealership run the ****** report, and sure enough the car they recommended had a major accident 9 months ago. So it is clear that this dealership specializes in reselling cars that have had issues. This was not buyer's remorse, I called the dealer once I first laid eyes on the vehicle. Again as I mentioned earlier, their delivery driver was the first person that mentioned the significant amount of rust damage, calling it "bad rust" that will lead to several problems down the road, as it was very evident at first sight. Since the dealership & salesman misled my wife, by selling us a car that clearly had damage that was not disclosed, I am asking for a full refund. Business Response /* (4000, 9, 2022/08/25) */ Unfortunately we cannot offer a refund but we can offer a goodwill exchanged until August 31st 2022. We currently have 636 vehicles in stock to choose from. 100 or less of those vehicles have hail damage from the June storm but have been discounted accordingly. We currently have 143 vehicles in stock with clean titles to choose from. All of our vehicles qualify for optional nationwide extended warranties as well - even our branded title vehicles. We are more than happy to assist with searching our inventory if needed. Please contact us for assistance. Thank you. Consumer Response /* (4200, 11, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) After the initial purchase, I asked for their assistance finding a replacement, clean vehicle, but after researching the vehicle the manager personally recommended because of its top rating, by running a ****** I discovered the car had gotten into a major accident where the airbag had been deployed just 9 months prior. I know that their dealership is privy to this information. I simply don't trust the salesmen or the cars that they refurbish. Both times I was misled, and I have tried calling them 5 times over the last couple days, and the manager refuses to call me back to offer assistance. After selling us a car with major rust issues without disclosing it, the only satisfactory outcome is a refund or to pay me the difference of what we are able to sell it for vs. what we paid. Also, I did tell the manager, that I would be willing to return the car for a refund minus $*****. I don't think this is fair, but am willing to do anything to comfort my wife, and to get my daughter a safe, reliable car. Business Response /* (4000, 16, 2022/08/26) */ We can make an offer to buy the vehicle back pending an in person inspection but the offer would be more than a $***** deduction without trading/exchanging. If this is something you would like to pursue, please contact us to arrange an in person inspection for us to buy the vehicle back. Thank you. Consumer Response /* (4200, 18, 2022/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since I live in **, I cannot drive to ***** without a set price. Since you sold me the vehicle you know what it is worth. I find it interesting that you don't want the vehicle back unless it is for a significant amount less. We have not been driving the vehicle so it's value would be the same as it was when you sold it. Business Response /* (4000, 20, 2022/08/29) */ Please let us know how you would like to proceed. Thank you. Consumer Response /* (4200, 22, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't see a new response from the business. Since they misrepresented the condition of the vehicle, the only resolution that is acceptable to me, is a full refund. Their previous response about how they could buy the car back from me at a lessor amount, after they appraise it is comical. Of course they would give me much less than I paid after the appraisal, because they priced it much higher than what it was worth because of the damage they failed to disclose when originally selling it to my wife. Business Response /* (4000, 24, 2022/08/29) */ We have provided two options we can do in this scenario. We can inspect the vehicle in person and make you a cash offer to purchase the car back from you or we can offer you an exchange with no restocking fee as a goodwill gesture. We would have to do the exchange no later than August 31st, 2022 to avoid charging you a restocking fee. Please let us know. Thank you. Consumer Response /* (4200, 26, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) So what you are proposing to me is: 1) I can exchange the damaged car you sold for another car that has a branded title, hail damage, or has recently been in an accident, or 2) I can drive 4 hours to ***** so that you can inspect the car you sold me 1 week ago, and offer me much less than I paid for it, because it has major rust damage that you didn't disclose? Like we have discussed in great length already, neither of those scenarios are acceptable. I am in the process of selling the car, and it looks like I am going to get approximately $** less than what I bought it for (and it would be much less if I wasn't buying another car from the dealership). So since you wouldn't offer me a refund, immediately after I viewed the damage upon delivery, I am now asking to be reimbursed for my $** loss. From our previous conversations, I am well aware you will not offer any sort of compensation for your misrepresentation, so I am cutting my losses, but I will continue to do my best to expose your dealership for what it is. Your actions are why the car industry gets a bad reputation. I will be filing a complaint with the Motor Vehicle Licensing Board.

• Initial Complaint

  02/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I found a car I liked on the Internet Car Lot website, it had less than 500miles on it. It was a salvaged title and I understood this when I bought it, but the advertisement said all repairs caused from the accident which made it a salvage title would be repair to like new conditions. This was not the case. Bought the car, drove it two weeks, and lights started coming on. Took the car to the *** dealer. Quoted almost $**** to fix damage that was cause during the accident. Called the Internet Car Lot and they said they would charge $*** an hour to fix the car. I asked that they take the car back and give the money back. They refused. I feel like this is fraud by advertising that the cars are in good shape and all repairs have been made when clearly they have not.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/22) */ Mr. ***** never purchased a vehicle from this dealership. It appears he filed a report for the wrong dealership. He purchased a vehicle from The Internet Car Lot located in ****************** which is a separate entity from the Omaha dealership. Upon further investigation however, Mr. ***** purchased a previously salvaged title vehicle and was disclosed this at the time of the sale. He signed acknowledging this on his purchase contract. The vehicle had no known issues at the time of the sale. Mr. ***** was offered a nationwide extended warranty that he declined and agree to self warranty and pay all associated repairs costs on his own. All vehicles new and used are guaranteed to have repairs. It's simply a matter of when and how much they will cost which is why we strongly recommend an extended warranty to cover repair costs when they occur. Our extended warranties cover rental call reimbursement, roadside assistance and more in addition to the repairs covered. As a goodwill gesture, the dealership made an offer to perform the repairs at a significantly discounted price but Mr. ***** declined. The offer still remains if Mr. ***** would like assistance with his repairs. Consumer Response /* (3000, 8, 2022/02/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, selling cars that are salvaged is fine, but this car had less than 500miles on it and it was advertised as all damage from the accident had been repaired. Also no one offered to do repairs at a reduced cost. $*** an hour was the offer. That is not a reduced cost. Yes, it was from The Internet Car Lot in *******************. Business Response /* (4000, 10, 2022/02/23) */ Hi Jeffrey, again there were no known issues at the time of sale with the vehicle. You were offered an extended warranty to cover the cost of repairs when they arise and he declined that coverage. Our regular retail service rate is $*** per hour and if you do some checking you will find that many other franchise dealers in town are charging between $***-$*** per hour labor rates currently. We are certainly willing to give you a significant discount as a goodwill gesture. Please contact John ******* who is our service manager and he will coordinate any repairs you want done. Thank you

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2005 **************** with about 181K miles on 09/30/21. I paid they're asking price, wouldn't budge on the price at all. I wanted it because used ******* aren't easy to come by these days. When I test drove it the lug nuts on the front tires weren't secure so I had to stop on the side of the road and wait for maintenance...that should have been a clue for me. After I bought the SUV I noticed the keyless entry didn't work, dealer didn't bother to test or replace the battery. No spare tire or jack in the vehicle, they did order me a new one big deal. I had my mechanic inspect and it has all kinds of issues, things I couldn't check before I bought because my mechanic was totally booked for weeks. SUV needs timing belt, transmission work, spark plugs, PCV leaking, all kinds of issues. Radio with navigation but the navigation doesn't work, was advertised by the dealer. Sales Manager I worked with could care less about my issues with this purchase, to me unethical and unprofessional! I understand buying a used vehicle that there will be some repairs needed, but not to this extent. The communication could have been much better, and they should have disclosed more. I asked a lot of questions but I guess not enough. I'm keeping the vehicle and will have the repairs done, but I would like some money back towards these repairs.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2022/01/03) */ Hi Randy, we offered you optional extended warranties to cover repairs on the vehicle and you declined the optional coverage. Please note that timing belts, spark plugs are typical maintenance items and any vehicle with 181k+ miles is going to need maintenance. We allow all of our customers to take vehicles to any mechanic of their choice prior to purchase and you were given this option as well along with an extended warranty. Unfortunately we are unable to pay for the maintenance and repairs on your vehicle. We are more than willing to offer you the repairs and maintenance at a discounted price as a goodwill gesture if you would like our help. Thank you. Consumer Response /* (3000, 7, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry but I wouldn't trust you doing any work on my vehicle, even at a discount. It needs more work than I listed this is just the start. An extended warranty is expensive and usually worthless. You didn't disclose certain issues with the vehicle I believe intentionally. Remember you also put on cheap break pads over rusted out rotors I have pictures. Navigation system doesn't work and it was a feature listed in the sale, needs Trans fluid and brake fluid flush, tune up, etc. Be honest you shafted me on this vehicle and you know it. I'll get it fixed but will never buy from you again. Business Response /* (4000, 9, 2022/01/04) */ Hi Randy, we did not disclose any known issues intentionally. Please remember that you came and test drove the vehicle and were allowed by us to take the vehicle to any mechanic of your choosing for a pre-purchase inspection prior to purchase. There was no mention of any issues you're reporting now prior to the sale. You were also offered an extended warranty that you declined to cover repairs. If you need anything further, please let us know. Thank you. Consumer Response /* (4200, 11, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have a different meaning of what good business ethics and customer service are, so I'll leave it at that. As far as I'm concerned as an auto dealer you have failed at both. Thank you.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2011 ************ listed at about $****** from internet car lot and pay and additional $***** im cash for a warranty, that I was told would cover my engine of any issue. which ended up very misleading but lead to me purchasing this vehicle. I was looking for a reliable car and also wanted ***** and had work on my credit for years just so I could buy one. When the opportunity present it self I decide to contact Internet Cars Lot about a black ** that I seen online at their dealership, base on the price sale price and the distance of the dealership from my home which was about *** miles I decide to go with the purchase. I purchased a airfare from *********** to **************. Upon inspect of the vehicle I all look well and I press them about my extend warranty which they ensure me again like previous over the phone that it would cover any problem that had to do with engine related. Before I left the dealership I told then on my test drive that the engine light that come on.. I brought along with me my device to check the engine light the car add a code *****. I felt comfortable with this code as I have own 3 previous *** and was well aware of the issue. I ask the sale man to reduce the price by $*** dollar so I could perform a proper diagnose upon my return to ***********.. I completed the contract and left upon my 2 day back in *********** I notice that the car show low oil I proceeded to add oil about a week later the same issue so I went for an oil change about 3 day after that low oil again so I decide to take the car in for a proper inspection. The mechanic discover that the vehicle has an very high oil consumption and white some coming from the exhaust and that indicate that the car need a new engine which they suggested but would cost me ****** dollar or they could repair the old engine for ***** but the problem may come back in the near future. I told the shop I had a warranty and the dealership ensure me it would cover all my engine repairs.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/13) */ Hi Momolu, we're sorry to hear about your vehicle. You did purchase a third party extended service contract through ************************** and they will handle all of your claims for you. Unfortunately, this is a third party warranty company and we cannot file claims or be involved in the process for you. Below is their contact information so you have it. If you need anything further, please let us know. Thank you. ************************** *******************, **********, ******** ************** Consumer Response /* (3000, 7, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) It not about the third party warranty my problem is the misled practice of selling a person an expensive car with issue I'm sure your shop or the person whom u was selling the vehicle for was aware of u sold me a vehicle that had a bad engine and I believe I had a right to know what I was purchase. Also the misleading information about the third party warranty I was told it cover my engine no matter the issue, I wouldnt have purchased a third party warranty if I knew it was going to be useless to me.. I stuck in a six year loan with a vehicle that was defected basically a lemon. I think your dealership should be liability for such practices Business Response /* (4000, 9, 2021/12/14) */ Hi Momolu, we certainly never intentionally sell any vehicle with known issues. We have a team of mechanics on staff checking every vehicle prior to sale. We offer third party extended warranties on all vehicles we sell as well since all vehicles including new vehicles are guaranteed to have mechanical failure at some point in time. No one can predict exactly when mechanical failure will occur which is why extended warranties exist. The warranty you purchased does cover your engine so please contact ******************** to file your claim. If you need anything further, please let us know. Thank you. Consumer Response /* (4200, 11, 2021/12/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept what the dealership wrote above simply because because I had the car last then a week before I discover the issue with the vehicle the dealership and the owner had to be aware of such issue and still was willing to sell this vehicle at top price... let me remind u a new engine for this vehicle is ****** 2/3 of the price of what I paying for this vehicle.. my argument I'd simple a simple test from your mechanic would ha e discover this major issue.. I'm not a mechanic and I could tell something was wrong after 3 days... I put ***** down on this vehicle if I was aware of such issue I would not have purchased or would have kept my **** to fix the problem... the warranty company told me they would not cover the engine another miss leading purchase... I have a useless warranty that I'm paying for... this is the worst experience ever and u guys are not willing to assist a problem u knew u created Business Response /* (4000, 14, 2022/01/03) */ We had no prior knowledge the engine was going to fail in the vehicle. We did some research by contacting the warranty company and it appears this car had a known technical service bulletin put out by *** for this engine failure issues. The TSB has not been completed and the warranty company states they do not cover manufacture TSB's in their policy. Please note, we have no control over the warranty company's policy or the manufactures recalls or TSB's and it is the vehicle owner's responsibly to perform all required service, maintenance, manufacture recalls and TSB's prior to failure or claims will most likely be denied. We are more than willing to give you an estimate at our dealer cost at having our mechanics replace the engine at our cost if you want to bring the vehicle back to our dealership for repair. We would do this as a goodwill gesture. Please let us know if you would like to proceed. Thank you. Consumer Response /* (4200, 16, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I'm confidence that the dealer was aware of the engine failure or issue... unknown to to the sale man I brought my code reader while test driving the vehicle. I told the car for a test drive alone I pull over and begin to test drive the vehicle, what I got from the code reader indicates a bad spark plug on cylinder 8. Upon my return to the dealership I point this out to the dealer and his react what a bit confusing at the time i taught he was mad because he felt I won't purchase the vehicle due to minor issue but now I believe his reaction was due to the face that the dealership may have try to turn off the engine light on this vehicle. Because this vehicle did not had a light but clearly register a code. What I taught would be a minor fix would end up being the most costly fix I ever had to do on a vehicle when I do fix it... yes *** made a bad engine I agree but my argument someone at the dealer ship knew this car engine was bad and still price it high and put it on the lot to be sold.

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