ComplaintsforLos Primos Auto Plaza

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a car from them when I was 8 months pregnant, it was September of 2022. from the first week I had a problem with the car. I kept telling them that there was problem with the car and the check engine light was on .They assured me that the owner would call me back to help me with it. The owner name is ****. Im in ************* and they are in Brentwood and I was high risk in my pregnancy so I expressed I cannot keep going back-and-forth. The car. The first time told me he fixed it. Weeks went by still nothing kept calling no response. When I did get a response, he told me my warranty was up, but I did not know this because he never gave me my paperwork till this day. I do not have the paperwork from the day I signed for my car ***** still has my paperwork and Ive asked for it numerous times, he told me he would do me a favor and he took my car for a month came back and the check engine light was still on. I asked him if he could help me with at least trading the car. He did not want to help me, he told me I was on my own, and I basically had a lemon car. I tried my hardest to get solution and was left with a lemon that I had to pay on and keep spending money out-of-pocket to fix.

  

  Business response

  12/29/2023

  To Whom it may concern:

  ********************* did purchase a vehicle from ** on 9/15/22. We had a lot of communication with her between September and October of 2022 to fund her loan, and there were no complaints about a problem with the vehicle. She called in December to inquire about us mailing her license plates since she lived in ************* and couldnt get to us, again nothing was said about problems with the vehicle. Late January 2023, she reached out to us that she did have a problem with the vehicle. We advised her that she no longer had a warranty, but we would do a favor to her and take a look at it and see what the problem might be. It was a problem with the motor. I told customer we would take care of it for her as a courtesy, it had no warranty at all! On her contract, she purchased a 3 month **** mile warranty through a 3rd party company. Los Primos sells the vehicle as-is with the option to purchase warranty. We take pride in our customer service and we always try our best to keep our customers happy so we told her we would help her out and replace the motor. We bought a motor from LKQ which cost over $1800 just for the part. That did not include labor which cost us another $1500. Customer did not complain about the vehicle any longer. She was very happy with the vehicle. The vehicle was running very good and the motor we bought had a 6 month warranty. I let her know when she picked up the vehicle. When we gave her the vehicle, she said that a $500 electric bike was left in the vehicle and was not there when she picked up the vehicle from our repair shop. Even though we had no proof of that, we gave the customer $450. A few weeks after picking up the vehicle, customer stated her battery started to die. We advised her to come in and we would replace it at no cost to her. This is now 6 months after her purchase. We have done our part and tied our best to make customer happy. Since then, we have not heard from her regarding any problems with the vehicle. We are very sorry she feels that we did not help her, but she bought a used car and they dont come with a lifetime warranty.

  Customer response

  12/29/2023

   
  Complaint: 20921389
  
  I am rejecting this response because:
  Owner of company gave me no option to help. 
  I asked if he could switch the car he did not. 
  I asked if he could fix it . He did not each time I got the car back it came back with more problems and then told me I can no longer come to him for help about the car that I am on my own
  Sincerely,
  
  *********************

  

  Business response

  01/17/2024

  Hello,

  We have done as much as we can for this customer. She had a 3 month **** mile warranty that was exceeded when we helped her the first time. It has now been over a year since we have heard from customer regarding any issues. We can no longer assist with these problems. Vehicles are bought as is with no warranty through our dealership. She had a 3 month warranty through Alpha Warranties. That has long expired. We cannot give every customer a lifetime warranty. These are used cars and  customers have to keep up on the wear and tear of the vehicles. Thank you for your time and attention with this matter.

  Customer response

  01/22/2024

   
  Complaint: 20921389
  
  I am rejecting this response because: that man told me he replaced so many things and just lied. That car literally almost killed me and my baby in an explosion. And Ive only had it a year but says he fixed everything that was supposed to be fixed. Ignored me for the whole time I asked them to fix it. They kept my paperwork so I never even knew when the warranty expired. Wouldnt even help me by trading the car basic said I was on my own. Never asked for a hand out just didnt want to get played and thats exactly what happened. I was played. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car in 2020 from lis primos. Second day I took it back to have the ball joints fixed a week after that to get the sane size tires on it. The whole time I had it the check all wheel drive system displayed on my dashboard. Took it to the dealership $900, they said needs to be re wired. A month after that transmission went out $600. During that time they did a repo after I paid my bill. The dealership had to pay for me to get my car back. The reposesion is still on my credit. Then 8 out of 16 rockerarms were broken and I was told I needed a new engine. I did a voluntary reposeion December of 2021. Now I have to reposeions on my report. I want the repo off my credit report. I also asked for a copy of my agreement from the dealership and bank but never got it. I was also told they were going to auction the car and deduct that from what I owed. Never happened.

  

  Business response

  11/22/2022

  To Whom it May *********************** *********************** purchased a vehicle in February of 2020, at that point vehicle was assigned to *******************. We did not repossess customers vehicle the first nor the second time when it was a voluntary surrender. We do not report to credit bureaus, and we dont take the vehicles back once the finance company picks up for repo. The finance company is probably who picked up vehicle in error but we do not have access to her account once its assigned to *******************. We had responded to a prior complaint from the *** regarding this customer in April of 2020, at that point I believe ******************* had possession of the vehicle due to past due payments.Again, we dont have the privilege of getting details of each account that we assign to the finance companies. The case was closed. When customer first bough the vehicle, which was purchased as-is with a limited 3 month warranty on motor and trany only. She brought the vehicle back to us to check the breaks which were fine, she asked about tires which she was sent to a local tire shop that we use to get new tires that she needed. Customer was satisfied at that point and we did not hear from her or about her until this complaint. We dont have any control over the finance companies actions from February 2020 to December of 2021 when she surrendered her vehicle.We cannot fix her credit because we didnt report it. We cannot adjust her account either, we didnt sell the vehicle or get any type of payment after the sale. Customer would need to contact ******************* with this complaint.

   

   

  Customer response

  11/23/2022

   
  Complaint: 18312572
  
  I am rejecting this response because: I did not go any where else but the parking lot to get my tires changed. I spoke with the owner **** many times during the course of me owning the car. **** is the one that initially paid for me to get my car back when it was repo the first time. My payments were not late. I paid they still repo my car after I paid hence I did not come out of pocket to get my car back **** did. If you don't report to the credit bureaus then it needs to be reported by you to the finance company. **** also is the one that got me a mechanic for my transmission I have the messages to prove that as well as the recipient. I also have emails. I don't wanna have to get a lawyer but I will if need be. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has lied about their interaction with me they laugh at me because Im a young woman who looks like a child I took that vehicle back the next month they would not take back preventing me from talking to owner and did not fix the parts of labor nor provide me the service they done on it they messed over me and Im a mother and ****** mother of *************************************************************************************************************************** to pick up I thought I would be refunded but no this happened I simply would like for them to fix my credit please this is not right

  

  Business response

  07/23/2022

  To Whom it may concern:

  This customer's vehicle was repossessed by her finance company, ******************* for failure to make payments. We cannot make any corrections to customers credit when she was delinquent with another company. She would have to request that from them directly. When a vehicle is repossessed, customer is not entitled to any sort of refund from *************** or the dealership. 

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle that engine was no good at all they told me they rebuilt it and everything was good the price of vehicle was ***** and Im still paying on it. I took back vehicle a few days later and told them it doesnt feel right and the sensor was going haywire they took for test drive and told me that I was mistaken it a 4 wheel drive and thats how trucks ride I did not drive for a week for I had my mother drive she said that it was pulling and feels like transmission so we took back again the owner again said that everything was good after taking it for a drive himself I then got really upset and told him 3 weeks later that I did not want the car Ive have spoken to the bank about it as well they told me to take and back but every time I tried to call or come by to do so they would say hes not in and they dont know when he would be back I have been with out a vehicle for almost 3 weeks now and was finally able to get them to send to shop I talk to the guy that did the maintenance and he said they never rebuilt anything on it that they just fix a few things in it he lied so that he could sale his wife car and all shops say not worth **** or trade Im a mother and ****** mom of 11 and 2 grandchildren I also told them we needed a safe car I was stuck on highway with children several times is this something you can help with I started financing on march 11 2022

  

  Business response

  06/26/2022

  To Whom it may ***************************************************** purchased a 2016 ***** Suburban from our company on 3/11/2022. At that time, we advised customer of the high miles on the vehicle and that the upper motor was rebuilt, and transmission was purchased new from AutoZone that has 3-year warranty unlimited miles on the part only, no labor. I have sent the customer by email the same invoices that I am attaching here.  Vehicles are sold from our lot AS-IS, just like any other car dealership in **********. Customer purchased a 3 month or *************************************************************. She had the option to buy an extended service contract but declined. Attached are documents that she signed. Customer called us that the vehicle was overheating, she had already gone over the miles. We sent her to Triple S auto repair and we paid for her to get a new water pump and refill fluids. The vehicle has been out of warranty mileage wise, but as we explained to her, whatever ******************** took care of she has a 12-month warranty unless it's from neglect. From Los Primos Auto Plaza there is no warranty at all, and we still took her in, took the vehicle to ******************** and paid for the parts and labor for her. Customer has said that the vehicle is not worth what she paid, but at this moment the vehicle still worth over 20k. As always, we sell the vehicle as is, but we try to help customers to keep them happy, but we cannot take this vehicle back. It belongs to ******************* and customer is currently past due with payments. If you need anything further from me, please let me know. Thank you. 
  

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased a ******* Sonata 2.0t limited Ive been having issues with the car ever since. I had the car for almost a year in Ive had called them to see if they can exchange the car for a another vehicle in they told me no they had told me I can put down ***** dollars down payment then they mad me put down ***** all togeather they had sold me a lemon in they did not do no inspection on the car it was a repo car they had got from the auction in Ive been asking can they Reimbursed me my money back in they said no in its my problem. I been missing work in dont have know way to work due to this situation they know something was wrong with the engine I have all the documents, Ive been calling primo been having people talk for him I didnt have a warranty on the car at all the person I had talk to was *********************** they are very rude in disrespectful I was ripped off ***** plus making car payments on the vehicle. They been already shut down 2yrs ago in they keep selling bad cars to customers they switch the business name into his wifes name so im suing for ****** or more.

  

  Business response

  02/24/2022

  This customer, Skymeisha Butts bought a 2014 ******* Sonata from us A year ago. At that time, Customer purchased a service contract through *********************** for 3 months or **** miles power train only. Through Los Primos, no customer gets a warranty. We sell all vehicles as-is. In the ******************* there is a no cooling off period so there is no cancelling after the purchase, let alone after almost a whole year. The down payment on the vehicle is not decided by our company it is decided by the finance company depending on how challenging the credit is. Our company has been Los Primos Auto Plaza since 2013, so we have no idea where she is getting information that the company is changing names every couple of years. All of our vehicles go through a safety inspection at ******************* in *********. That is where they do our smogs, safety and oil changes. We always do our best to help our customers in many ways. There isnt anything we can do after one year. 

*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. ↩