Complaints

This profile includes complaints for Auto House's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auto House

  360 S Smith Rd Tempe, AZ 85281-2937

• 

  Auto House

  10857 N 95th Ave Peoria, AZ 85345-5542

• 

  Auto House

  7434 E Monte Cristo Ave Scottsdale, AZ 85260-1612

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AutoHouse Disaster (Dealer ID ***********: I worked with the ******** **************** ******. They got me in the car on 3/4/2024 ($1500 down payment with a trade in car and 15 days or 500 miles lemon law warranty + $775 ************** but the car had blinking mileage and I smelt coolant (I informed them the day of via phone call). I brought the car back the next day (Xavier-Service Manager looked at my car) and they said they would fix the issue of the mileage and nothing was wrong with the a/c unit (Doubt they checked it). The car started overheating (within 3 months) and then the engine went out in September and hadn't had the vehicle for a year yet. So I cancelled the gap insurance (GAP10055620-Ascent Gap Addendum) and Auto House is NOW refusing to issue the gap insurance check to the **************** They are giving excuses stating they moved from Tempe to ******* (claiming it's a "different" business but on ************** **** ****** is the owner of both locations) and they are not responsible for anything pertaining to the Tempe Location but still have some of the same individual working at this new Phoenix Location. They refuse to answer questions as to WHY the Tempe location closed. But they will offer me a discounted rate for a new/used engine. They could have replaced the engine under warranty the day AFTER I bought the 2016 Chrysler ****** day Lemon Law. **** at this Phoenix location has no useful info on my situation and appears not to be a help either. How is a check sent to your company, no one has documentation of it and I'm given a address to write a letter to inquire about my check. This is unacceptable business practices! This engine issue would have and could have been avoided if they had fixed my vehicle the very next day!!!!! Right is Right and Wrong is Wrong. Period. You don't just take people's money and except them to just be done with the issue. We work too hard for our money to just to throw it away on a NON-WORKING CAR!

• Initial Complaint

  Date:10/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/02/2024 Purchased vehicle from Auto House, Tempe for $19999. Fees added to selling price are $1878.14 ( sales tax) + $2174 ( other charges and amounts paid to others) = $24051.14 - $4000 (down payment) = $20051.14. This is what I determined the cost financed would be. Auto House figured differently to arrive at a cost of $25069.48. A difference of $$5,018.34.I admit to trusting them and signing contract without reading it fully. I have called, left messages, and requested a call back to no avail. They refuse to call me back and the business has moved to downtown and I am unable to drive there.

  Business Response

  Date: 10/25/2024

  We thank the complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the complainant is unsatisfied. That said, we deny the assertions by the complainant about the purchase price and assert we acted consistent with our agreements. We made full disclosure of the condition of the vehicle, the purchase price, and financing terms before complainant signed and took possession of the car. We strive to ensure all our customers are well-informed before making a purchase. Our contracts are designed to be clear and comprehensive, detailing all terms and conditions, including pricing. We encourage our customers to read these documents carefully before signing.
  
  Unfortunately,what is requested by the complainant, based upon the totality of the facts,communications, and obligations between the parties, is unreasonable. We wish the complainant the best of luck and thank the complainant for bringing this complaint to our attention.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sales Date: 12/22/23 $16,395 down, $2,511 in auto insur costs, $6,400 in legal fees, $4,091 in interest.AutoHouse (AH) misrepresented a used vehicle at time of delivery. In documented text messages leading up to delivery, AH stated that necessary and essential repairs were completed to the vehicle, including replacement of the catalytic converters. Per AZ Statute, a dealership selling a used vehicle is required to successfully pass AZ emissions. Immediately after delivery, we discovered a number of issues with the vehicle, including issues with the emissions system. After returning the vehicle for repairs, AH acknowledging in writing that the catalytic converters had not been replaced as they were still on back order. Other ** personnel involved with the sale acknowledged that the repairs not been completed prior to delivery. A vehicle without catalytic converters cannot legally pass AZ Area A emissions requirements.AH encouraged us to continue using the vehicle in absence of working emissions system. After AH failed to provide any information showing the repairs had been completed and that a corresponding passing emissions test had been completed between time of our Indep Mech inspection and time of delivery by AH, we returned the vehicle for full refund. AZ Lemon Law is not intended to protect dealership in matters of misrepresentation at time of sale. After AH refused to resolve this matter with us, we addressed this matter with the ** **************** In response, AH demanded that this matter be addressed via *** per the terms of their Sales Agreement. During the *** process, AH has refused to pay their portion of *** case *********************** fees.The vehicle remains on AHs lot, AH actively has it for sale, AH continues withholding our entire downpayment, & AH refuses to resolve this matter. The Carfax report reflects ongoing repair efforts and other notable inconsistencies the dealership continues making to get the issues resolved.

  Business Response

  Date: 10/25/2024

  We deny any alleged wrongdoing as asserted by complainant. *********** has engaged an attorney. We contend the resolution of this dispute will be ultimately resolved through arbitration or a court proceeding in favor of the ************* those proceedings are pending or may be filed soon, we do not intend to comment further as to any of the factual allegations concerning the dealership.We contend this is a case of buyers remorse. Complainant received the benefit of his bargain. Complainant had an independent mechanic inspect the vehicle before he purchased it, and he knew exactly the condition of the Corvette when he took possession. We respectfully deny the assertions made by the complainant concerning the dealership, as they do not align with the totality of the facts,communications, and obligations established between the parties.
  
  We value our customers and strive to resolve issues amicably. Unfortunately, some customers can never be satisfied and refuse to take responsibility for their own conduct.  

  Customer Answer

  Date: 10/25/2024

  Clearly not a situation of buyers remorse. Repairs are complete and car is ready for delivery means something else to consumer, only to find parts were still on back order after delivery. Clearly not a situation of buyers remorse.  Dealership not only attempted to deliver vehicle not in compliance with AZ statutes and without repairs being completed, but now fails to abide by terms of their sales agreement.  Based on our experiences, AAA clauses in their agreement are likely not valid.
  Dealership has made it clear they will only resolve through legal process, so courts/jury will get to decide.
  Other consumers should be aware, and have any repairs double checked and emissions completed before taking vehicle off the lot.

   

  Business Response

  Date: 11/01/2024

  We respectfully deny any wrongdoing as alleged by the complainant, who has engaged legal representation.
  We stand by our position that the claims made do not reflect the full context of the facts, communications, and obligations established between the parties.
  We believe that this dispute will ultimately be resolved through arbitration or court proceedings in favor of the dealership. Given that these proceedings are pending, we will refrain from commenting on the specific factual allegations at this time.

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/22/2022 AutoHouse Peora auto loan for $25k.When originally sold vehicle, it was running fine until 1/16/23 the check engine light turned on & i brought it into service at AH on 1/18/23. They told me my catalytic converter was going bad & it was on national back order for months. months pass by & issues just continue to occur on the vehicle such as service rear axle etc. The boss **** neglected to take care of the situation, during the period of time they had multiple service supervisors leave the company due to neglect of lawful responsibilities. They have multiple complaints for what terrible ******************* ********************** they offer & sell. I feel as if I have been sold a lemon car so I have now surrendered the vehicle because I refuse to pay on the vehicle with such negligence of service.

  Business Response

  Date: 08/29/2024

  Thank you for taking the time to share your feedback with us. We genuinely appreciate your openness and want to assure you that your concerns are of utmost importance to us. It is through valuable feedback like yours that we can identify areas for improvement and strive to enhance the overall customer experience. We understand that your time is valuable, and we regret any inconvenience you've faced due to the catalytic converter being backordered. Our commitment is to spend the time necessary for each customer.Once again, we appreciate your patience and understanding.

  Customer Answer

  Date: 08/29/2024

  
  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,
  
  Alayah Green
  
   
  

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a 2013 ****** Altima with over ******* miles from Auto House Tempe in 12/2022. This deal included a Service Warranty Contract ****** miles/2 years and GAP coverage for 48 months.After bringing my car to Auto House Tempe to be service for a possibly blown head gasket, I drove my recently "fixed car" about 30 miles and it began over heating. My car has been misdiagnosed and I've been left without a car for 2 weeks now. After this, I was told by Auto House to find a different mechanic to work on my car.****** told me that he spoke to his "service director and GM" and they "had decided that smoothest way to resolve this situation" was for my to now find my own mechanic that would honor my service contract (a service contract that I bought through Auto House Tempe), get the car there myself, pay another mechanic to do another diagnosis in order to properly fix the car. Here's the kicker though, the contact phone number ****** provided me was their fax number. My service contract is through AUL/Protective and I was unable to find any public facing phone number or even an email address to get info on my policy (once again, that Auto House sold me and said I can bring my car back to them for any issue when I originally bought the car).Auto House sold me a $4,600 service plan and tacked it on to a $5000 car, and when something breaks, not only will they not fix the main issue, but they will leave their customers hanging with no recourse when that unfixed issue strands the customer without a vehicle.

  Business Response

  Date: 08/19/2024

  We thank the complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the complainant is unsatisfied. That said, we deny the assertions by the complainant and contend there are two sides to every story. We assert we acted consistent with our agreements with the complainant and went above and beyond what was required of us. Our service department pressure tested the vehicle and found that the head was not cracked. The radiator cap was not holding pressure and was the root cause of the car overheating. The radiator cap, drive belt and mount were replaced. Because he had traveled out of town, it was suggested that he find a nearby repair shop for his convenience because his warranty coverage allows him to go anywhere, he chooses. He is welcome to bring his vehicle back to Auto House for future repairs. We have included the contact information to aul warranty for ************** convenience. We wish the complainant the best of luck.

  AUL: Claims: ************** or ************/ Roadside/Towing Assistance: ************
  aulcorp.com

• Initial Complaint

  Date:07/10/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a used 2023 ***** Blazer from Auto House Tempe in April 2024. I reside in ********** and Auto House Tempe is in Arizona. The purchase was made through various phone calls and emails. Once the deal was processed, the car would be shipped to **********. Auto House Tempe provided a Bill of Sale with a breakdown of fees. The various fees included "Government Fees" for $995 (see attached). I inquired about this fee in writing on April 9, 2024 but was never provided a firm answer. After verbal discussions with the sales team, I was led to believe that these fees included "registration". When the vehicle arrived, it arrived with no documentation of ownership, temporary registration, or temporary license plates. This was in contrary to what was discussed at the time of purchase. I emailed Auto House Tempe on May 3, 2024 (see attached) inquiring about proof of purchase, transfer of ownership and registration. The sales team never responded to my email inquiries. I followed up with a phone call and the Sales Manager, *************************, confirmed that the actual government fees were $95 and not $995. He acknowledged that I was over charged and that a refund was forthcoming. I followed up with multiple phone calls and emails (see attached). When I was able to speak with ****, he promised a check as forthcoming. After a few weeks of waiting, in made another series of phone calls but this time I was not able to contact ****. I left multiple voicemails with no return phone calls.

  Business Response

  Date: 07/18/2024

  We appreciate the complainant raising their concerns with the BBB, as customer satisfaction is our top priority. We apologize for any inconvenience caused. A check for the difference owed has been mailed to the address on file. We wish the complainant the best and thank them for bringing this matter to our attention.

  Customer Answer

  Date: 07/18/2024

  
  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

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my vehicle from Auto house they told me I was approved for the vehicle I applied for and to come into the office, they then asked me if I had a cosigner my boyfriend aggreged to cosign the vehicle however they put the vehicle in his name without us knowing, I traded in my car I had at the time to get this new vehicle and to find out nothing was under my name like I was told was very unsetting my boyfriend only agreed to cosign if necessary he did not agree to finance the car on his own. I feel like this is not right. When I got this vehicle less than a week in was in the shop, and now I am having problems with it again, I have tried and tried to get ahold of auto house and they keep blowing me off it has been two weeks and I want a resolutions. I am also very disappointed because they have been closing all the Auto house dealerships down so now I can't get my free oil change and inspections like I am entitled to with my warranty , I do feel compensation is in order I have had nothing but issues and misleading information from this business and the way the handle things is very unprofessional, I do feel like there should be way for me to get my vehicle looked at and fixed as well.

  Business Response

  Date: 07/05/2024

  We thank the complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the complainant is unsatisfied. That said,we deny the assertions by the complainant and contend there are two sides to every story. We assert we acted consistent with our agreements with the complainant and went above and beyond what was required of us. We are sorry to hear of your disappointment regarding the financing and purchase of the vehicle with your boyfriend. We always adhere to the legally binding retail purchase contract that was signed by him at the time of purchase. We are happy to honor the free oil change at our Auto House Tempe location if you provide them with the coupon presented at time of purchase. We wish the complainant the best of luck and thank the complainant for bringing this complaint to our attention.

  Customer Answer

  Date: 07/05/2024

  I do not agree with what is being said. Since making this complaint I have been advised from you guys directly that the Maintance plan I purchased was not a maintenance plan so it made my car payment 200 dollars more for nothing. I dont think you guys are providing accurate business to customers when we are working with your company everyone should be genuine and trustworthy. There has not been anything you guys have helped me out with but telling me more things I was lied to when purchasing this vehicle. Something needs to be done. I need my loan redone and I need the extra $200 I am paying for a warranty that was misrepresented taken off my car amount because that is unacceptable. 

  Business Response

  Date: 07/12/2024

  **************** visited our dealership with the intention of purchasing a used vehicle and trading in her existing vehicle. Initially, she agreed to have her boyfriend co-sign the loan. However, after completing the financial assessment,it was determined that she did not qualify for the loan based on her credit status. Consequently, the loan was processed in her boyfriend's name.

  **************** believed that the loan was in her name, despite the purchase contract being signed by her boyfriend. We understand ******************** concern and her desire to have the loan redone. Unfortunately, since **************** is not legally on the loan documents, we are unable to re-do the sales contract or loan. The vehicle loan is legally binding under her boyfriend's name, as indicated by the signed purchase contract.
  

  **************** also requested a refund of $200 for the warranty maintenance plan. As the warranty plan is associated with the vehicle purchased under her boyfriend's name, and since she is not on the loan documents, we are unable to process this refund.

  We are committed to assisting **************** in her future endeavors to purchase a vehicle. We would be happy to work with her once she feels she has had a chance to repair her credit. Our finance team is available to help her explore various options and find a suitable solution when she is ready.

  We regret any confusion or inconvenience this situation may have caused ***************. We wish the complainant the best of luck.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  UPDATE:As of June 26, 2024, I STRONGLY ADVISE AGAINST working with Autohouse. Over the past four months, I have experienced extensive delays and additional costs due to their handling of my vehicle repairs, despite numerous phone calls, emails, and texts. Their practices have raised significant concerns, which I have meticulously documented.Autohouse is currently refusing to release my vehicle or answer my calls, preventing me from seeking repairs elsewhere. They initially provided a quote that exceeded the warranty coverage, and only when confronted with the discrepancy and comparisons to other repair shops did they offer to match the price. I DO NOT recommend purchasing a vehicle, warranty, or repair services from them.For further evidence, look into their history of reviews and numerous issues. They have even had to close their locations in ****** and ****** due to their failing business practices. I am familiar with their operations and am willing to share detailed information about their vehicle acquisition and poor inspection practices with anyone interested. Autohouse has undergone significant downfall in the past six months, possibly due to new ownership. If you work for Autohouse consider looking for a new position!

  Business Response

  Date: 07/05/2024

  We thank the complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the complainant is unsatisfied. That said, we deny the assertions by the complainant and contend there are two sides to every story. We assert we acted consistent with our agreements with the complainant and went above and beyond what was required of us. The complainants vehicle was repaired with no out of pocket expense and picked up on Thursday, June 28, 2024. We understand that your time is valuable, and we regret any inconvenience you've faced during this process. Our commitment is to spend the time necessary for each customer. Once again, we appreciate your patience and understanding.

• Initial Complaint

  Date:04/17/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October of 2021, I purchased a 2015 **** Focus from Auto House in Tempe. I was informed by their employee that had an amazing vehicle that hadn't even hit their sales floor yet. During the test drive, I asked the rep why the vehicle was so shaky and loud and he lied and said it was due to a turbo engine. Later to find out all the motor mounts needed to be replaced. Since that time, the vehicle has been to their shop 4 times for different reasons. Each time, their communication has been awful and they have had to keep my vehicle for 2-5 weeks with no loaner vehicle or payment for a rental vehicle. My vehicle is currently at their shop and it has been there for 4.5 weeks. I don't ever receive any updates or communication unless I call first. I have called five times to have a general manager call me and I still have not heard from them. After my vehicle had been there for over a month, they finally decided to pay for a rental car through just a weekend. I have a family of 6 and having one vehicle is a huge financial burden. I have had to uber everywhere and my husband has had to leave work everyday to drive me to and from work. Their customer ********************** is appalling. They lied to me and sold me a crappy vehicle and I have been out of a vehicle so many times for far too long. I want the balance of my loan through them paid off.

  Business Response

  Date: 04/24/2024

  We thank the complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the complainant is unsatisfied. Unfortunately, the dealership is unable to know if a transmission will work properly until installed. After significant repair efforts, Auto House acquired a transmission from a **** dealership and had it installed successfully at no charge on Friday, April 19, 2024. We understand that your time is valuable, and we regret any inconvenience you've faced during this process. That said, Auto House acted consistent with whatever warranties were required under its agreements with complainant and the law. Complainant bought a high mileage older used vehicle. We wish the complainant the best and we appreciate your patience and understanding.

• Initial Complaint

  Date:02/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a **** on Dec 23, 2023, for $6,800. cash and received ZERO paperwork. A couple days later I tried to trade it in for the *** I'd originally come to purchase, but we couldn't make a deal. A few days later my passenger door started flying open. I reported it to their Svc Mgr (******) and she told me it wasn't a recall and that it was my responsibility to take it to **** and would not help w/a loaner or rental. I'm on a fixed income so I mostly let it sit but took 3 Lyfts = $36.40. 1/15, w/no $ for a tow I drove it to ********************* who then fixed the DOOR LATCH RECALL and wanted $175 to inspect another RECALL for TRANSMISSION but I couldn't afford it. 1/16, their Fin Mgr let me know they'd sold it w/out an EMISSIONS TEST (Illegally) so Title could not be transferred. 1/18, the ENGINE LIGHT went on 1/22, I told their Sales Mgr (*****) that I no longer trusted the car as they'd sold it to me w/out due diligence but he said since no one was injured they'd not do a refund or do a trade. 1/25, I paid Friendly's Auto $88.40 to reset the ENGINE LIGHT. 1/26, they picked up the car and did the emissions test and it came back w/the previously undisclosed TRANSMISSION RECALL. Since I've left several messages for their Fin Mgrs (************************* x124) and another at x142 and they've still have not returned my request for the ORIGINAL PAPERWORK that I need to sell the car. Today, ADOT told me they received paperwork to process the Title on 1/31 but still have no status. Now 43 days later, I'm out $124.80, still have NO TITLE, REGISTRATION, DISABILITY PLA***D, NO REASON TO TRUST THE *** and a DIMINISHED RESALE VALUE due to the undisclosed TRANSMISSION RECALL, in addition to dozens of hrs lost. In that time due to unreliability, I've only put 383 miles on the car. All I want is my $ back w/no compensation for all the lost time and inconvenience and lack of transportation. Their lack of respect should be noted as well because they've know I need the various documention........

  Business Response

  Date: 02/15/2024

  Respondent thanks the Complainant for raising its concerns to the BBB. Customer satisfaction is a top priority, and it is regrettable that the Complainant is unsatisfied. The dealership did pay for the emissions and a tank of gas for ******************* inconvenience on January 25, ****.  All known history of the vehicle that was known by Auto House at the time of purchase was disclosed to the customer, by way of the CARFAX Report. The recall was a **** factory recall for a door latch. He wanted us to perform the repair here, but we explained to him that we are not an authorized **** dealer and not able to obtain those parts or warranty work for the vehicle. We offered to take it to the **** dealer for him as a convenience, but he elected to take it himself. The Arizona ************************ is currently backed up, but he should be getting the title shortly if he hasnt already. If he has yet to receive the title in the mail, we would be happy to assist him. Respondent asserts it acted consistent with its agreements with the Complainant and went above and beyond with what was required of Respondent.