ComplaintsforRace Auto Group

• Initial Complaint

  25/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The vehicle I purchased March 9 2023 broke down for the second time for the same issue. Race mechanics supervisor **** lied to me and changed his story almost every time we spoke. Found out this time that the car wasn't even running when they received it so they know it had issues. **** told me one thing was replaced then told the garage 2 things were replaced,garage we took it to saw both parts and said they were not new at all. Race did order and ship a new fuel pump which was on their cost said it was warranty. During conversations with **** he told me if it was something that they had fixed they would cover the cost. Today he changed it again and said hyndai warranties the part saving me hundreds of dollars and all the costs were on me since it was not at their shop. I would have had to have it towed around 100 km away. I am more than willing to pay the tow fee of 143 if they would cover the remainder. This is the 3rd vehicle we have purchased through this company and the only one we have had issues with. I understand it's a used car but I feel it shouldn't be my responsibility since they knew before I purchased it that it has this type of problem.

  

  Business response

  28/08/2023

  Sorry for the issues but we have had the part replaced under warranty at no cost and you were advised. A delivery check list was signed at delivery, and it states.,

  *ANY SERVICE WORK REQUIRED IN THE FIRST 30 DAYS MUST BE RETURNED TO RACE AUTO GROUP FOR AUTHORIZATION OF ANY ADDITIONAL WORK REQUIRED.  ANY ADDITIONAL WORK COMPLETED OUTSIDE OF RACE AUTO GROUP WITHOUT WRITTEN AUTHORIZATON WILL NOT BE COVERED *

  If the vehicle were towed to Race, we would have done the labor at no charge, even though the 30 days had passed since delivery. It would have cost more than the $143 to tow from Truro to Sackville, likely as much as the labor Carpro has charged.

  I will refund the labor the labor of $95 and the parts of $17.91 plus tax, total $129.84 as goodwill as this was not authorized.

   

  thanks

  **** ******

  President Race Auto Group

   

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20522949, and find that this resolution is satisfactory to me. I am happy with even the partial payment of costs .

• Initial Complaint

  22/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2020 ********** Eclipse Cross in May with a promise to fix the breaks and exhaust. I had my vehicle in 3 times for a helicopter sounding exhaust that effected the car driving smooth. The breaks squeaked and squealed so bad I was getting complaints in my parking lot. When I would bring the car in they would tell me nothing was wrong. I caught them lying several times about the work they had done to the vehicle because a different mechanic would tell me something different every time I called. They did replace the break pads once supposedly that stopped the squeaking for maybe 2 weeks. The breaks would grab and stop the vehicle and shake as well. Just last week I got fed up and took my vehicle to the ********** dealership and paid 150$ for a video inspection and sure enough the breaks were slapped together and missing pieces and the exhaust catilac converter was rigged up with the wrong fitting parts. I brought this to race autos attention they slapped it together again

  

  Business response

  12/10/2021

  Good Afternoon.

  Our apologies for not responding sooner.  We had left a message for the customer to call us back in order that we could attempt to rectify the situation.  She has not called us back, however, we should have also responded on this forum.

  After the purchase of her vehicle, we reviewed and addressed the customer’s concerns several times at no cost to the customer. There was significant life remaining on the rotors and pads, however because of brake noise, we did replace them at no charge to attempt to satisfy the customer.  There has been no lying to the customer.  We have attempted several times to resolve her complalints.

  As mentioned by the customer, the breaks were not slapped together or missing pieces.  The brake parts installed are completely acceptable brakes they are just not factory ********** dealer parts.  Therefore, the pieces within the braking system are slightly different, but completely safe; reliable; and engineered for the vehicle.  They are not missing parts.
  The vehicle has been fixed properly, but it appears that the customer is still not satisfied. Our Service Manager, has been a Red Seal Mechanic for 30 years, and would like the opportunity personally review the vehicle one more time to attempt to replicate the issues that the customer is hearing from the exhaust.
  If the customer is still not satisfied with her vehicle after us reviewing again, we are willing to try and exchange the vehicle with another suitable vehicle.

*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. ↩