ComplaintsforAuto Zoom 916, Inc

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from a used car dealer (Auto Zoom 916) 4 years ago. During this time, I have only driven ***** miles with this vehicle. Recently the vehicle has started having a couple of operational issues. The O2 sensor and the transmission. I took the vehicle to AAA knowing (so I had thought) I had an extended warranty through ************** Automotive Network) I paid for for 5 years. AAA overlooked the vehicle and confirmed the transmission is bad. I gave AAA the number to the warranty company and AAA followed through with contacting them. 3 days later, the warranty company states that they will not cover the repairs because the vehicle has been lifted with an aftermarket suspension. My complaint is that the vehicle was purchased from the car lot with the lift already applied. The warranty company also stated that the dealer should have marked on the contract that the vehicle was altered. (From my point of view Jeep puts on factory installed lifts, how would I tell if it is aftermarket). The dealer should have known. Also, if that's the case the contract should be null and void. At the very least I should get my money back for a contract that doesn't cover anything. The extended warranty company told me that from day one it wouldn't have covered anything. Lastly, I've spoken to the dealer twice. Once on the phone and once in person. They keep blowing me off. Saying the warranty should be covered and there is nothing they can do for me.

  

  Business response

  05/15/2024

  This complaint is unacceptable. This vehicle was purchased on 11/19/2019, almost 5 years ago! Customer states he has ONLY "driven ***** miles" but ***** miles is a good amount of miles. We have sold over thousands of vehicles serving the ******************** in the last decade and we have never seen such an unacceptable complaint. One of the reasons ************* Warranty was not approving the claim was due to bigger wheels on the vehicle and different size tires. Aside from all this vehicle was purchased almost 5 years ago and this complaint is absolutely unethical. 

   

  Thank you

  Customer response

  05/15/2024

  I am rejecting this response because:

  The complaint is not unethical. The warranty IS for a 5 year term. Not ALMOST a 5 year term.The vehicle was sold with oversized tires, but that is not what voids the warranty. What makes the contract "Null and Void" is the suspension lift that was sold with the vehicle. **** standard stated that you should have done your due diligence to make sure the correct warranty was sold to the consumer. The contract is not worth a ***** since day one, so a refund should be given.

  

  Business response

  06/06/2024

  As far as full refund goes for the warranty that is something you would have to speak to ************* Automotive Network. This complaint is unethical because we sold you the vehicle almost 5 years ago! Any aftermarket warranty related claims you have to speak to ************* about. ************* automotive network is a complete separate company from us. 

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car from Auto Zoom 916 (*********************) for my 17 yr old son, costing $11,000. Our experience has been frustrating and costly, with AZ916 acting unethical in my opinion and putting my son in danger.On 3/24, on the drive home from buying the car, it ran out of gas and stalled on the freeway because the fuel gauge was broken. AZ916 never disclosed this to us.Upon inspection by our local mechanic (One Stop Auto, Novato), costing me $150, he discovered the master cylinder was broken and the brakes needed to be replaced - I paid $1,375 for this service. AZ916 did not disclose either of these issues to me.The next week, the clutch went out. I contacted AZ916 and was told the car was sold as is and it wasnt their problem. After lengthy and disrespectful dialogue, the AZ916 agreed to pay $850 to fix the clutch and fuel gauge at their mechanic, leaving me to pay the remainder (which ended up being $460). I also had to tow the car to and from the repair shop at my expense - I used AAA and have no more tow miles left this year. In conversation with the repair shop (Northstar ************ *********************), they told me the dealership told them to skimp on the repairs, doing only the bare minimum and to cut corners. They also discovered and told me there is a major oil leak in the oil filter head, which AZ916 did not disclose.Upon receiving the car back on 5/1, it was not driving properly. I took it to One Stop and they confirmed the clutch and fuel gauge were not fixed properly. Their estimate to fix the clutch, fuel gauge, and oil leak is $3,000.When I called AZ916, ***** (manager) was disrespectful and rude saying they are done dealing with the car and its my problem.I am asking for help here, as I feel bullied, belittled, and disrespected by AZ916, while having a car that is non-operational and will cost thousands of dollars to fix. I am a hard working teacher and single mom, who does not have the resources to take care of this problem.

  

  Business response

  05/06/2024

  At Auto Zoom 916 customer satisfaction is our top priority. This customer has made numerous amounts of false claims towards Auto Zoom 916. Certain disputes were raised after the sale. Even though vehicle was sold AS-IS roughly month ago and Auto Zoom 916 had no obligations on helping out the customer at all, we issued $860 to the customer as per settlement and release agreement which we did not have to do. This customer has called our store yelling at our staff, disrespecting our staff. Auto Zoom 916 has went above and beyond for this customer. As per settlement and release ******************** will no assist in this matter. Settlement and release agreement is in the attachment. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Auto Zoom sold me a car and sent me home in a vehicle that was illegal and dangerous to drive. I bought a 2001 ****** Avalon and at about 55 miles post-purchase, the check engine light came on. I took it in to the Elk Grove ****** dealership and they presented me with a laundry list of engine repairs, totaling more than $5k. They said that it should not have passed the smog test in its condition, was not street-legal, and they felt uncomfortable with me driving it even the 3 miles home. ****** Elk Grove said there is no possible way it could have passed the smog check. When talking to other people who know about cars, they mentioned that it is possible to clear the car's sensors before smog checks, so that it passes. Let me be clear: I do not know if that is what happened here. I called Auto Zoom and told them about the situation, asking to sell the car back for the asking price, and they refused, saying the car was sold as-is and it passed its smog test. I asked to sell it back to them for the dollar amount I paid (excluding taxes and fees), and they countered with an offer that was $1.5k less. If I took the offer, I would have paid them over $2k for nothing. On the phone call, I asked how could the car have possibly passed the smog test if it was not street-legal and unsafe to drive. They referred me to the record of the smog test. I once again asked how it could have possibly passed the smog test, and read them the list of serious failures from the ****** dealership diagnostic, from several leaks in the engine, busted sensors, to brakes that were down to 2mm. I was referred back to the passing record of the smog test. I am at a deep financial loss. The fact that I cannot drive this car/the cost of repair is impeding my ability to get to work to earn money to live/pay for the repairs, get to school and finish my education, and pay necessary expenses. I have also lodged a complaint with the *** regarding the smog check.

  

  Business response

  05/01/2024

  At Auto Zoom 916 customer satisfaction is our top priority. Third party warranties were offered to the customer which was declined at time of purchase. Vehicle was sold AS-IS with no dealer's warranty. Customer had an option to get it inspected by any mechanic of their choice before purchasing which they did not. This vehicle was sold to the customer for a price of $3407 before fees. Customer accused us about lying regarding the vehicle being smog and requested a smog certificate which we emailed to her. Customer called our office offering to sell us the vehicle at the same price she purchased at. We told her that is not possible. We can purchase it back, but it will be at lower price than you purchased it at regardless of if there is an issue now or there is not. Considering all the facts above we are willing to offer a $500 check as per our customer satisfaction even though vehicle was sold AS-IS. 

  Customer response

  05/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from AutoZoom on 01/27/2024. I was specifically told by the owner "*****" that certain components on the car worked. Among them that the battery was good. The turn signals worked correctly. I had the car inspected upon returning home. They determined they did not work. There is also numerous safety issues. I called the owner of AutoZoom. "*****" said he would fix some of the issues, including oil leaks, and steering wheel problems. He told me he was trying to get an appointment with a garage. He told me to call back in a few days, which I did. He stated he would call back that day. He did not. This went on for 9 more times. He made patently false statements to me and did not stand behind his promises. He should not be allowed to operate like this.

  

  Business response

  03/05/2024

  To whom it may concern,

  Vehicle was sold AS-IS with no Dealer's Warranty to the customer. Third party warranties were explained thoroughly to the customer which he declined at time of sale. Contract Cancelation option agreement was explained thoroughly to customer which he also declined at time of sale. Certain complaints were raised after the sale by customer. Even though vehicle was sold AS-IS, Auto Zoom 916 issued a check for customer satisfaction; Settlement and Release agreement was signed/dated. 

   

  Thank you, 

  **********;

• Initial Complaint

  09/17/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a 2008 Dodge Avenger on May 20, 2023 and have yet to receive the title, despite repeated assurances by the dealership that I would receive it. The day after we bought it the check engine light came on. We were told it needed a part for which the dealership offered to pay $250. We were asked to sign a form in return for the payment. The repairs exceeded $1200! It has been undriveable for over two months due to an electronic issue for which the part is $1500. We have agreed to sell it to ************ for a measly $300 and yet I can't complete the transaction due to not having the title. This dealership has clearly have not done their job by not filing all the needed paperwork so that a legal owner of a vehicle can get a title. I have had to pay for several tows to avoid additional city tow and impound charges.

  

  Business response

  09/18/2023

  On 06/09/2023 we paid for the *** fees on this vehicle, which was in the 30-day time frame. *** has been requesting a missing document which we have been trying to get. We did file the paperwork with *** within 30 days of sale. I've provided a scanned copy of the pending registration card. Customer satisfaction is our number one priority at Auto Zoom 916. Since the customer has agreed to sell the vehicle for $300. Auto Zoom 916 will issue a $300 check to customer as per a customer satisfaction courtesy and customer can keep the vehicle. 

   

  Thank you

  Customer response

  09/21/2023

  I am rejecting this response because a registration does not allow me to sell or even give away this car!!   The dealership STILL has not provided the necessary paperwork to the *** to allow me to retrieve the title.   In their response, they even admit they have not yet submitted the "missing paperwork".    The Kars for Kids would not even accept the car as a DONATION because, after FOUR months from date of sale, I still DO NOT HAVE THE TITLE!!!  The dealership should NEVER had this car on the lot for sale if they did not have the necessary and required paperwork to transfer the title to the buyer/new owner.   Being told to get the "f---" out of their office is the lowest form of customer service i have ever experienced!!
  

  

  Business response

  09/27/2023

  To whom it *** concern,

  The customer responded, "a registration does not allow me to sell or even give away this car." A ********** registration does allow you to sell a vehicle with a reg 227 form that *** be found online. I've provided that form and the ********** registration in the attachments. This customer made a scene in our office, and we politely told her to leave. None of our staff uses any kind of profanity. In our professional business environment, we don't ever absolutely use any kind of profanity. Since the customer is rejecting our willingness to send a check for inconvenience. Auto Zoom 916 will no longer be able to assist. We have provided all proper documentation in order to sell the vehicle. 

   

  Thank you

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the car was purchased at the dealer they said that the car had minor damage and was even able to furnish a CarFax report that showed only minor damage. 2 years later I found out that the cars AutoCheck Experian report said the car had severe damage and when I took the car to CarMax to have the vehicle appraised. ****** also said that the car had not been repaired properly and still had damage. Also there was several issues that happened within the first ****** miles of driving the car. The first issue was that the head cracked in the vehicle, the A/C valve blew, and water leaks into the inside of the vehicle during a carwash. Meaning there is a major crack somewhere in the frame and mold will begin to accumulate during wet weather.I also found out that the car had been previously sold at a CoPart facility. CoPart mainly deals with Salvage vehicles and I was never informed of the auction being at CoPart, nor did that show in any of the documentation. I was told that the car was a trade in and it had only been in a minor accident. During the financing process I asked several times what bank is doing the financing. The dealer declined to tell me anything about the bank name or location. Then I received a letter in the mail saying I was approved for $16,000 + dollars to finance the vehicle. The cars selling price was $11,988. The dealer without my knowledge was also trying to finance more money into the deal then I agree on based on the letter I received from the bank. Something I have never seen before.I told the bank what had happened and they could not believe how I was treated. If a dealer is financing cars that were previously auctioned off at a CoPart facility, which works mainly in salvage vehicles and selling vehicles not repaired correctly, these vehicle are actually considered "Mechanic Special." I was never told I was buying a "Mechanic Special" and those types of cars can't be financed.

  

  Business response

  07/23/2023

  To whom this may concern, 

  This vehicle was purchased 2 years ago back in July of 2021. The carfax was fully disclosed to the customer and signed by him, which he has a copy of as well. This customer is making false statements towards us. He called our dealership 2 years after the purchase telling us we didnt tell him about the carfax, which he absolutely has full knowledge. We then sent him pictures of signed carfax by him. We keep original copies of carfax reports for all vehicles sold which are signed on day of sale. We have a non pressure sales environment. We never pressured this customer into buying this vehicle. We never tried to finance him for more than the asking price. Vehicle was also sold AS-IS. A ********** buyers guide was signed front and back by customer. Contract cancellation option agreement was offered to him which was also declined. The statements he is making

  dealer declined to tell me anything about the bank name or location is absolutely false

  dealer without my knowledge was also trying to finance more money into the deal is absolutely false 
  

  Customer drove the car for 2 years and 2 years later decided to make false statements towards us to get his full money back. This is absolutely wrong. Were a family owned business that does good business in good faith.

• Initial Complaint

  12/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi my name is ************************* and I bought a 2008 **** Econoline from this business,I bought it back in September 27 and I live in ******** so the van had to be shipped from ********** to ********,I was told that my title and paperwork as a bill of sale were mailed to me but never got them so I started to try to get them to send me one but until today theyve been lying to me and every time I call they always use the same excuse that they applied for a duplicate but it never gets to them,Im tired of be calling them for all the papers and title since I sent them a check for the amount of ****** dollars what they asked for the van and until today I cant register the van because I dont have a bill of sale or the title and they dont seem to try to help me,I have to hire a lawyer now to sued them and see if I can get a title or get my money back.They aldo sell cars in very bad conditions because as soon as I got the van here I brought it to my mechanic and had to put ***** dollars in the van to fix itI need help ***************** I only have pictures of the papers they made me sign and the check stub

  

  Business response

  12/27/2022

  Hello, 

  to whom this may concern, 

   

  Customer satisfaction and service is our top priority. The vehicle ********** title was mailed to customer by regular mail. We have copies of the vehicle ********** title and copy of the mail envelope. We have emailed the customer a copy of the ********** title which we mailed to customer. Unfortunately it is not in our control if mail gets lost from ********** to ******** by the ************* postal services. We have been on top of this and has been top priority in our office. We have requested a new ********** title upon customers request. Also, no concerns were ever brought up during our conservations with the customer regarding any issues with the vehicle. Our conservations were always title related with the customer. Due to the inconvenience of the ********** title getting lost in the mail we will send a $500 check to customer as per our customer satisfaction with the new ********** title once received. 

  Regards

  Customer response

  01/02/2023

  I am rejecting this response because:I bought the van on October 9,2022 and never got it with a temporary registration, you said that you sent the paperwork on October 12,2022 and the title on october13,2022 supposedly the mail got lost and you claimed that the mail got lost and that you have proof of it, which I never received it neither sent you a message regarding how unhappy I was with the purchase because of few defects in the van but my message was ignored I didn't insist since I read all your responses to other clients stating that the AS-IS purchased, but didn't expect that AS-IS without title, bail of sale and neither contract ,we spoke on November 23,2022 and you specifically made me wait on line claiming that your secretary just applied for a title duplicate and that it will take a couple of weeks,i called back on December 7,2022 and also told me that you applied for a duplicate on December 6,2022 now that's two different dates given to me for the same issue.Today January 2,2023 that's 83 days after the purchase I'm sitting with a van and no title, no contract and no bill of sale or any documents for myself,also the registration that I request from you expired already because the date in it is September 28,2022 I regret making business with you and just want to get it over and all what you said it's that I'm top priority everyday but that's not true since almost 3 months passed by and nothing has been addressed,I know I have rights as a costumer and you have no idea how much you've been hurting me and making me waist my time with all this games you've been playing me and not taking me seriously it's just not fair that I paid for a vehicle I can't even drive or register,i need the dealership Auto Zoom 916 to solve my problem as quick as possible and I have proof of everything I'm stating 
  

  

  Business response

  01/04/2023

  I have attached a copy of the first title that we sent out to you as you requested for proof. We did apply for a new duplicate title as promised once we came to a conclusion that it was lost in the mail since you didn't receive it. Today on 01/04/2022, we have received a new duplicate title via ****** I have attached a copy of the ***** we received today as well as a copy of the new title in which you can see the issue date on the new title as well compared to the old one. Unfortunately, titles getting lost in the mail is not in our control especially during the winter season. We also don't have control over DMV as it takes time to receive a new duplicate title especially during the holiday season. As far ************ go, we are going to send a $500 check even though the vehicle was sold about 3 months ago, sold AS-IS NO DEALER WARRANTY, and CONTRACT CANCELLATION was also declined. I have spoken to **** which was the number on file for the customer and we agreed to this agreement on 01/04/2023 at 5:13pm PST. We will text the phone number on file a copy of the tracking once sent out. I understand your frustration, but I hope we can do business again in the future. 
  Happys New Years
  -************
  

• Initial Complaint

  05/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a used vehicle (2007 Yukon Denali xl ****) from the dealer and was on 4/25/22. Paid the requested price of ****** in cash. I do not believe they were unaware that this car had transmission problems. We drove the car for *************************************************************************************** 3rd gear. Contacted the dealer and they offered to contact a junkyard to buy a transmission and have a shop install it. The dealer has yet to contact us to give shop information. We need the vehicle to work so we took it to another shop to be fixed.

  

  Business response

  06/03/2022

  To whom this may concern, 

  Customer satisfaction is our top priority. We wanted to help out the customer in any way possible with her problems and concerns about the vehicle. Unfortunately, customer was very inpatient and left a negative review within a couple days not even giving us a change to help her at first. She decided to go through a different route, so we have decided that the vehicle was sold AS-IS no dealer warranty which AS-IS buyers guide was signed. Contract cancellation was also offered at the time of sale which was declined. Third party warranty was offered at the time of sale which was also declined and signed by customer. 

  Thank you, ****

• Initial Complaint

  02/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  'Milaed' AKA '*****' is a used car ********, at best.STOP!! BUYERS BEWARE - you have 1 week to have a mechanic inspect the vehicle to find ALL of the problems that they are selling you in the used vehicles.I spent $34,000 on a ****** Silverado 2500HD (Top Dollar) with '*****' who said it was in 'great condition' and NOW have a $2500 repair **** from ******************* after a REAL SAFETY INSPECTION for:- REPLACE TRANS COOLER LINES - REPLACE RF AXLE ASSEMBLY - REPLACE LF AXLE SEAL - REPLACE TRANSFER CASE OUTPUT SHAFT SEAL - REPLACE HYDRO BOOSTER LINE BOOSTER TO GEAR - REPLACE BOTH FRONT TIE ROD ENDS - ALIGNMENT I basically parked this truck for 3 months, put less than **** miles on it before I noticed the leaks and took it in for a full inspection - ***** told me, maybe if I had noticed these problems within a week *** he may have helped.... Now they won't help, at all, after lying to make a sale.I'll be contacting the BBB (Better Business Bureau) to file a formal complaint on this business, as well.Take ANY vehicle you're considering buying from this family to a repair facility for a FULL SAFETY INSPECTION!!!!!!! DO NOT TRUST '*****' or ********* in *********************!!!

  

  Business response

  03/21/2022

  To whom this may concern, 
  
  Let me start by saying, customer satisfaction is our highest priority. The truck was sold on 12/18/2021. We receive a phone call couple months later stating the truck needs $2,500 in repair which some of the stuff stated is part of wear and tear items. Vehicles do require maintenance and replacement of wear and tear items over time. Also, the truck purchased is a 15-YEAR-OLD TRUCK. These are used vehicles that are sold AS-IS under the CA buyer's guide. We do our due diligence to make sure the truck is in proper mechanical working condition before selling it. After the sale, the customer is fully responsible for any maintenance or repairs needed for the future. 
  
  Thank you!

• Initial Complaint

  01/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08-03-2021, $3,000, they promised the vehicle I bought had no problems turns out I had to put a new motor in it. They did not try to resolve the issue they argued with me over the phone saying it’s my fault that there was something wrong with the vehicle and I couldn’t take it back. It cost me $7,000 dollars to get all repairs fixed.

  

  Business response

  02/18/2022

  At Auto Zoom 916 customer satisfaction is our top priority. We do our due diligence to make sure vehicle does not have any mechanical issues before selling it, unfortunately what happens after the sale is unpredictable considering these are used vehicles. A contract cancelation option agreement was offered which gives the customer 48 hours or 250 miles to return the vehicle which was declined by customers. Extended third-party warranty was offered to customers which was also declined. Vehicle was sold AS-IS with no dealer's warranty. Vehicle was sold 6 months ago. We're sorry for any inconvenience this may have caused but considering the vehicle being about 15-year-old with almost 200k miles unpredictable mechanical breakdowns are possible.
  

  Thank you

  Customer response

  02/21/2022

  I am rejecting this response because:it started giving me ******* problems the day I got it. I never was once’s offered warranty from you or a third party warranty company. You guys are ******* joke. 
  

*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. ↩