ComplaintsforFindlay Motor Company

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Findlay Auto sold me a 2017 Chrysler Pacifica that smells like it was overheating and had a smoldering smell of humidity coming from the engine. I replaced the thermostat, radiator, and has a tune up throughout the year. I noticed that the hoses were sealed with a foil looking material. The vehicle has been inoperable for the past year and it is now in the auto repair shop at Findlay and they are telling me that I need to replace the engine. I want a refund.

  

  Business response

  07/03/2024

  ********************, 

  We are terribly sorry to hear that you are having issues with your vehicle. It is never our goal to have any of our customers have mechanical troubles with the vehicle we sold them. We strive to make every pre-owned vehicle we sell safe and road worthy as possible, while keeping the cost of the vehicle to our consumers as affordable as possible.I looked through our records and here are my findings. You purchased the vehicle back on 06/23/2022. At the time of purchase the van had ****** miles on it. The van was towed into our service facility on 06/08/2024. When the vehicle arrived, it had ****** miles on it. Per your request we inspected the vehicle, and our technician determined that it needs a motor. Our service records indicate that you have only had the vehicle in with us on two occasions since being purchase. The first one being on 09/02/2022 with a mileage of ****** for a battery and the second being on 02/16/2023 with a mileage of 74,46 for one of the three complimentary oil changes we gave you during your purchase.  According to our records, in neither of those visits did you indicate engine troubles nor did our technicians find any signs of engine troubles. Unfortunately, at this point and based on our records of service as well as the time and miles that have accrued, I don't see where Findlay Motor company should be responsible for the engine troubles that you are having. Again, I am terribly sorry that you and your family are going through these troubles. There are a few things I can do to try and help you through this situation. I can offer you discounts on the overall bill if you choose to replace the motor. We also have a lending source that *** be able to lend you financing for the repairs if necessary. Lastly, I can try to trade you out of the van. Again, I do apologize that you are having any issues with your vehicle. I wish every vehicle lasted forever and trouble free. Please let me know if I can assist you in one of these areas.

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/29/2023 $37,744 was financed at Findlay Motor Company in *************, Arizona. On the return back into town, I noticed a miss-fire within the vehicle. I called Findlay on the 2nd of January due to the holiday and advised them of the problem. They then advised me to visit any repair center and it could be easily fixed under warranty. So, I then took the Vehicle to Findlay in *********, ****** and they told me that they could not do anything for me. I was never aware of this on-going issue with this vehicle and was told everything was fine and good with the vehicle.

  

  Business response

  03/22/2024

  I just got off the phone with ******************** and his concern is that he states that he purchased a GAP & extended warranty for $4500.00 and never received a copy of either of them.
  
   ***** in our finance  Department pulled the deal up and said that ******************** never purchased a GAP warranty but he did purchase an extended warranty (Extra Protect) with a $100.00 deductible.
  
  I called ******************** back and let him know this information and that ************ in finance would emailing him a copy of the extended warranty. ******************** would also like us to mail him a copy as well

• Initial Complaint

  09/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on 9/16/23 . After the purchase, I inspected my documentation because the final price didnt make sense that I had a $9950 trade-in as well as put almost $6000 down . So I emailed them. I did not hear back , so Monday I called to go over the documentation. I was told during that phone call that the the reason I was getting charged an additional $3971 was because it was a mandatory charge that covered something called Xpel a service that covers window tint, paint of the car, tires, and wheels under certain circumstances. They were not transparent when doing the sale with me to let me know that the price of the vehicle was going to go up $3971 in price based off of this mandatory charge. So that means every car listed with an online price is not the actual price , since this mandatory charge will be added(to all their vehicles is what I was told). Nowhere online could I see this listed. If it is it is not easy to find . They did not educate consumers on what additional charges may be added. I would like be charge to be taken off my bill, but they told me that the $3971.00 was an add on but was mandatory with the vehicle (yet never discussed ). To my understanding the purchase price was the purchase price there was not going to be any surprise financial add-ons. They dont even list it as an add on on the final pricing break down on the receipt. It is very misleading to have a different price on their online and then the purchase price at final cost. The buyers are not aware that there is an additional cost. I didnt even receive documentation on where or how I could use this protection if I were to move or be in another state since it follows the life of the car. I went on the xpel website and I have not received an email back from them about canceling. Not sure if I can cancel the add on or just have to keep it and pay the additional charge.

  

  Business response

  09/29/2023

  Good afternoon, **************, 

  We received and have reviewed your complaint, and I would personally like to invite you to the dealership to discuss a resolution. We value each and every customer of our and strive to make each customer happy when doing business with us. We assure you that we never intend to make anyone feel the way you do about your purchase with Findlay Motor company/Findlay **************** I will attach my personal cell number for you to text or call me on so that we can make arrangements to meet. We are sincerely sorry you feel this way and I look forward to hearing from you and meeting with you in the near future. 

   

  Sincerely, 

  ************************;

  Associate General Manager

  Findlay Motor Co/Findlay Used Car Center

  cell   ************

  Customer response

  10/02/2023

  I spoke to the contact at the dealership that responded. He said he wanted to come up with a mutual resolution to the matter, yet gave me offers to what a resolution would be. He said take the weekend and figure out what we can do as a resolution for you ( he said he had ideas yet offered no verbal ideas). So same day maybe an hour later I texted him (which he told me to do if I figured out what could resolve this). I decided that the only resolve I could see would be financial. I gave a dollar amount that I thought was fair to be given to me. He did not respond in a timely manner and not an agreeable amount. I also understood I had 5 calendar days to respond to the BBB about the outcome.

  

  Business response

  10/09/2023

  We have reached a mutual agreement and have taken care of the concerns. 

   

  Thank you.

  Customer response

  10/12/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Vehicle through finance at Findlay ***** GMC. Right off had battery problems, less than 20,000 miles/ a year of purchase (08/01/2022) Vehicle broke down due to engine problems. Vehicle was covered under warranty. Was told to bring it in, after they fixed the problem I was called to pick it up, I was told there was a $200 deductible they never mentioned before fixing the vehicle. Paid, left, not even a day later had transmission issues even though they inspected and fixed the vehicle. They refuse trade in and knowingly would me a vehicle that did not work, especially since they charged me over $25,000 for said vehicle.

  

  Business response

  08/30/2023

  Hello *************. I am the General Manager (*******************) and would like to meet with you at your convenience to discuss options that will meet your to your satisfaction. Please let me know what a good date and time that will work. I am typically not in the office on the weekends. 

  Customer response

  08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  12/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 10, 2022, I was sold a vehicle that had hood damage and was told it could be fixed. I was recently told it would take at least $1000 to repair. I was not informed of the damage till after the sale. Not disclosed prior to sale in addition; vehicle was delivered with a broken center console.Paperwork received at time of purchase was incomplete sales contract package.At a later date I received a Buyers Guide with a signature that was given to me by a representative of the dealership. This document contained a signature on a pen drawn line which I never signed and am missing additional documents as part of the sales contract package. Any documents that I did sign were on the bottom of the form. I have been attempting to have the vehicle returned due to the dealership requesting additional money per month and are not abiding by the terms and conditions on the contract.

  

  Business response

  02/10/2023

  To whom it may concern:

   

  This complaint has been resolved. We took the vehicle in this complaint in on trade and sold her a different vehicle. 

   

  Please let us know if you have any other questions of concerns. 

   

  Thank you

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Findlay in *********** today 08/16/2022, to see about trading cars. They were running a special on ******** here is their ad.Vehicle exchange and credit forgiveness event now at Findlay ***** Buick GMC??????Up to $4,000 over Kbb on Trade-ins now through Saturday at Findlay ***** Buick GMC!??First 200 Customers to claim a voucher and schedule a VIP Appointment 100% Approval is our goal ??0% Financing available????No Payments until November 2022??Trade up, Lower payments, or lower interest rates. For this event, we have called in the largest subprime banks in the country with millions of dollars to lend and we can give the most for trades.We will beat any CARMAX appraisal.$1 Down Payment. Thats right ---$1 Down payments available Weve been able to help customers with challenges and we want to help even more.?Current payments too high ?Current payoff too high ?Current interest rate too high ?Late/Slow payments ?Repossessions ?Bankruptcies Special financing options are available. We want to help.These offers are for the First *************************************** say below I Want my voucher.I went to trade and saw a few things I liked and also saw a price on the trade in sheet when asked about it was told oh you dont have to worry about it and not pay that. When it came down to it that lowered my trade in value and they would not honor their ad for up to $4000 over kbb. They will lie and cheat you every time. They never asked me for any down payment or how much Im looking to pay.

  

  Business response

  08/24/2022

  Hello ****************, 

   

  My name is *************************** and I am the Associate General Manager at Findlay Motor Company. I read your complaint and would like to invite you in to the store or to call me so we can have a conversation. We pride ourselves on having happy customers and we want nothing more but to have you as one of them. Below you will see my contact information, please reach out to me at your nearest convenience and let me know when we can meet or speak. My goal is to come up with a solution that works for both us and the dealership. I look forward to speaking with you. 

  Thank you, 

  ************************;

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

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

• Initial Complaint

  08/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Findlay ***** Buick GMC in ************* was recommended by a friend. I found a 2017 ***** Spark I liked with an advertised price of $14,620.00. When I saw the paperwork the price had been changed to $18,591.00. I asked why and was told that service work had already been performed on the car including window tint, a front bra and more thus raising the price to $18,591.00. I didn't want those things but was pressured to go ahead and buy the car anyway. I deeply regret the purchase and feel I was cheated in this deal I purchase the auto on July 14, 2022.Upon complaint I was given a $2000.00 check from Findlay. However, I am much further in debt with a far bigger monthly payment than I planned.

  

  Business response

  08/24/2022

  We have spoken to the customer and have come to an agreement. The BBB should be hearing back from him as well. 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  04/28/2022 This dealership takes scamming to the next level. I was sold an "extended warranty" for a car that was still covered by factory warranty . turns out the warranty they sell ( from IAS First Centennial) starts the day you drive off the lot.So when your factory warranty runs out, so does your $3200.00 so called " extended warranty". You will find this out when you try to use the warranty or cancel the warranty.I was personally allowed to review warranty options and picked a 60k warranty and was informed that it would start when the factory warranty ended(covered to 96k). When i went to the car lot in *********** to try to sort this out, I was informed by ************************* that if i was dumb enough to by a **** fusion then i was dumb enough to get sold a warranty that i didn't need.Yeah ****, hence the 60k extended warranty. **** also advised me to request the hidden docs they don't show you, like detailed warranty paperwork, so i don't get scammed next time. Good advice. I also called the warranty company(IAS First Centennial) and they confirmed that they do not sell extended warranties and it starts as soon as you drive off the lot. When I did finally receive all the paperwork there was a signed copy of the warranty ( for 36k, I should have looked more closely when signing)but the effective dates were not stated at all.They were also aware that Findlay was selling useless policies to unsuspecting customers. NOTE: I tried to obtain a copy of my paperwork from Financing for weeks but was ignored by ***************************, who is the person who scammed me. It took considerable effort to obtain this information and I ended up having to show ** in person.04/29/2022-UPDATE After posting the below info online I received a call from a very aggravated *************************** who requested my presence in his office for a closed door meeting. I politely refused stating that enough of my time and money had been wasted. He insisted on the meeting. ( I was also called an hour previously f

  

  Business response

  05/25/2022

  ***********, 

  I want to apologize for any inconvenience this may have  caused.  What is the amount  of refund you are looking for? 

   

  thank you

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

  Customer response

  05/26/2022

   Full refund please.

  

  Business response

  06/06/2022

  We will issue a  refund and send to address on file. 

  Customer response

  06/06/2022

  
  ********************
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  04/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used vehicle on 04/06/2022, after one day of driving it I noticed an issue with the front suspension and contacted my salesman. Then 4 days later the check engine light came on. They kept my car for a day and a half with no loaner car, only to have me pick it up and say it was the catalytic converter and they ordered parts. It is now 04/20/22 and no repairs have been done and they are refusing to repair the loose tie rods they found while they inspected the vehicle. Per ***** in their service department, loose tie rods are not a safety issue. I'm still awaiting a reply for service. All the research I have done about tie rods states in is a major safety concern and if not repaired can cause loss of control of your vehicle. This car is not safe to drive and I have no choice but to drive it.

  

  Business response

  05/03/2022

  Client came in on 4/12/22 with the concerns mentioned above. we performed diagnosis on the check engine light found a p0420 code leading to a catalytic converter. test drove vehicle and inspected front end for the front end concern. found noise coming from front suspension area. due to age and millage of vehicle (2016 **** Focus with ***** miles) this is normal wear and tear, this is not a safety concern all suspension components are tight but noisy. no excessive play found in suspension. client picked up vehicle on 4/13/22. service got with sales department for concerns due to the fact all components in question are outside of the 15 day 50/50 power train limited warranty (internally lubricated parts). due to this part being a federal emissions part and good will to the client the dealer offered to replace the catalytic converter at zero cost to the client ($1087.03 repair). additional dealer offered a discounted rate on the suspension components needed to repair noise $1800.00est client offered $1000.00.

  as to time frame of repair diag performed on 4/12-4/13 authorization given for catalytic converter repair on 4/15 part ordered same day part arrived on 4/20 informed client on 4/21 to set appointment client was unavailable to bring vehicle back until 4/26 repairs done on 4/26/22 client picked up same day.

  offer for discounted repair for front suspension to client still available. reassured client about front suspension repair being a nuisance issue not a safety issue. any other questions or concerns please feel free to reach back out to us.

• Initial Complaint

  12/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Recently I negotiated with salesman ******* over email and the phone on the S550 (Stock P11128) you have available of which I intended to utilize your Contactless Purchase, as advertised on the company website, due to COVID and the convenience. The 2014 S550 has had several price reductions over a month period. We finally agreed on a price and I agreed to making the deal happen this week, prior to the vehicle being sent to auction. On the evening of December 28th ******* stated that they had a potential buyer coming the next day. He encouraged me to come first thing in the morning. Knowing how car salesman work, I opted to not make the 4 hour drive until all the paperwork was finalized. On December 28th all our numbers were agreed upon. I signed and dated the Purchase Agreement, and emailed it to *******. December 29th that potential buyer, was a no show. Later that afternoon I spoke with the ******* and clearly stated that I did not want my credit application shopped out to several lenders, I only wanted it pulled and submitted to 2 or 3 major banks. I received an email from salesman ******* later that afternoon stating that he hadnt talked to the Used Car Manager until now and my trade-in value had dropped $4k and would I still be interested in making the deal happen. I said NO to this bait and switch. Unacceptable business. KBb currently states a value of $37k-$40k trade-in. The dealers agreed upon offer was on the low end of the range originally $36k, but was acceptable (see attached). Quite disappointing that the salesman didnt do his due diligence, lied about a potential buyer to attempt at me making a 4+ hour drive then informed me that they would decrease my trade by $4k. The dealership ran my credit without my consent on numbers that I did not agree to. Now I have a credit inquiry, which will affect my credit score. Im requesting Findlay rescind the unauthorized inquiry based on #s submitted to make this right. My credit should not suffer.

  

  Business response

  05/17/2022

  To whom it may concern:

   

  I spoke with ************** today and expressed apologies for any misunderstandings during our transaction with him. I expressed to him that we strive to do business in a way that makes our customers feel positive in their experience with us. Unfortunately we don't always succeed. Sometime there are things in our business that change very rapidly, like the values of vehicles. In this particular case ****************** trade in value had change over a few week period of time and it had a negative affect on the number of the original quoted car deal. Couple that with the additional miles that had accumulated. The market value of a vehicle is simply not something we can control as much as we would like to. Any time we engage in a transaction with a customer we make sure they know that the value of their trade in is subject to condition, miles, and market values at the time of the transaction completion. Whiles ************** has every right to pull back his purchase at any time before contracts are signed and physical delivery is taken, so do we have the right to pull back our selling of a vehicle. Having said that, pulling back our proposals to our customers is not a business practice we use unless it is the best decision for the company. I also explained to ************** how his credit was pulled. He seemed unaware of how we got his information and pulled his credit. Once I explained to him how that all happened he understood that in fact he submitted an application from his computer/phone via our website. I explained to him that the third party company we use tracks every detail including the ** address used for each transaction. I did express to ************** that i would make every attempt to get Experian to remove the inquiry from his bureau but i could not make any promises. ************** thanked me for thanked for the call and I again apologized for any misunderstanding. 

*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. ↩