Complaint Review: LRG Motors - Montclair California

I purchased my 2015 Mustang GT from LRG last year.

In an effort to be honest and accurate, I will say that Ralph, the salesman went the extra mile close the deal. He sought out financing and made sure that the deal was closed. Throughout this process, he was very friendly and responsive. He even said he would get me the "shop price" for tires, and window tinting. When there was an issue with the registration, he ensured that I got the refund quickly.

He asked me to do a review on google, yelp, etc... if I was happy with the service, I told him I would. (I forgot).

Fast forward barely a month. The car sputters and dies. Check engine light comes on and I limp it to work. I text Ralph, explain what was going on, ask if I should even drive it home. He says it should be fine. It wasn't. It died on the way home and I have to have it towed. I sent Ralph another series of texts, which were unanswered. After receiving no answer, I posted a review on Google. I can't say for sure that the google review was the impetus for him to respond, but I got a response shortly after that.

In that response, he mentioned that if integrity was so important tto me, then why did I wait until I had an issue to post the review. He then insinuated that I was told him a lie when I said "I don't have a code reader..." as I was at work, I don't drive around with one, and certainly wouldn't expect to need one for a car that I purchased some 32 days before. I hadn't even made the first payment yet.

After he insults my integrity, congratulates me on pointing out that they have no liability (I bought the car, AS IS NO WARRANTY--Remember that EXPERIENCE I mentioned), as well as giving me excuses for his not responding, and then trying to gaslight by saying that I took longer to respond when they were getting me the refund for their registration SNAFU... I believe that that will be the extent of assistance that I get from him, so, I file a complaint with the BBB.  After I filed the complaint, but before they contacted LRG, Ralph calls and tells me that he "spoke with the owner, and you can tow it to the shop next door and they will do a diagnostic" I make the arrangements to have it at the shop the next morning very shortly after they open. Then the shop calls me and tells me that I have to come and pick up the car, they were "forbidden from diagnosing the issue because of the BBB complaint" So I have to leave work again, go to the shop and have AAA tow it from there back to the house.

At this point all the communications are through the BBB. The first response was "what does this customer want? He bought the car as is" then goes on to state that I was offered a 3rd party warranty (I wasn't) and turned it down (no such interaction occurred).  The message then goes on to state that they would pay the "diagnosis fee" but that I would have to remove all negative reviews, and withdraw the BBB Complaint, and agree not to post any more complaints or negative remarks.

"LRG management team would like to help the customer with paying the diagnosis fee, but only if the customer removes the complaint and agrees not to file another complaint with the BBB, Yelp, Google, or any other site. We thrive on having a good relationship with our customers."  

Was the exact quote.  If you don't believe me, go here: bbb.org/us/ca/upland/pro…       Pretty much the entire exchange is posted there.

They would help (with the diagnostic fee) if and only if I removed any negative comments and promised not to put more.  They go on to say that I filed the complaint after they agreed. Negative, Ghostrider; I filed the complaint because their utter lack of response, and then the insulting response from their salesman (yes the same one that was really nice, and incredibly responsive while he was trying to make the sale.)

Then the owner jumps in and gets a bit peeved because I used his name incorrectly (I misattributed a quote, Sorry, buddy.) No, I never met you or spoke with you... but you are ....the OWNER... you know? I apologize that I said your name instead of the manager. But again, you are the owner of the business, and it is your name attached to it... but, still I do sincerely apologize.

In my last response to the BBB, I told them that I rejected their conditions, and therefore the offer. I told the BBB (and the LRG management) that they could contact me directly to further discuss this...  

Here we are nearly a year later and still nothing.

So much for their customer service. So much for valuing their customer relationships. So much for standing behind the products that they sell.  The more that I think about this, the more I am inclined to think they knew the car was about to take a massive dump, and therefore were happy to dump it on someone. Unfortunately (for me), that someone was me.