Complaints

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:08/14/2023

  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.

  Business Name: Auto Warehouse Date of Purchase: 7/28/2023 Vehicle Details: Mini ******* Countryman, 2012 Your Name: *********************** Complaint Summary:I'm filing this complaint against Auto Warehouse, Brighten and *******************, for unethical practices. On 7/28/2023, I purchased a vehicle, which later revealed severe issues, and endangered my safety. My experience unveils a disregard for consumer safety and a lack of transparency.Issues:Unsafe Vehicle Sold: Upon purchasing the vehicle, I was not made aware of any existing issues, nor was I informed that the vehicle was not roadworthy. Astonishingly, I was allowed to drive the vehicle home with my young son, putting our safety at risk. A subsequent inspection by a qualified mechanic revealed extensive damage rendering the vehicle unsafe to operate.Inadequate Inspection: Auto Warehouse had claimed to have taken it to a mechanic for inspection. However, they stated that no issues were found, which contradicts the findings of the independent inspection I conducted after purchase. Omission of Damages in Contract: Equally troubling is the fact that none of the issues I discovered were documented in the sales contract. This omission suggests an intention to deceive and mislead buyers into believing they are purchasing a functional and safe vehicle.Denial of Responsibility: Despite clear evidence of mechanical issues within 15 days, Auto Warehouse denies responsibility.Summary of Damages:Detached drive shaft Destroyed clutch assembly Broken steering rack Unsealed engine crankshaft Cracked water pump *********** pump solenoid Cracked driving belt Broken axle The diagnostic module for the fuel tank needs a replacement Total repairs cost $17,800, exceeding the vehicle's $12,000 value.I demand a refund and reimbursement for expenses due to negligence. This complaint serves as a warning to other consumers.Sincerely,************************************ **************** *************************

  

  Business Response

  Date: 08/15/2023

  We have reason to believe the damage was done to the vehicle after the sale and is consistent with, and may be because of someone driving carelessly on damaged or unpaved roads. ******** bought the car on July 28th and took it in for an inspection on August 11th. He bought the vehicle with ****** miles on the odometer and the inspection report showed ****** miles. This was 15 days and 948 miles of use before we heard of issues with the car. At the time of sale, we know for sure there were no leaks and the clutch was fine. ******** has not given us a chance to inspect the vehicle about his concerns. We are willing to work with ******** but not without first doing another inspection on the car. We would like to further investigate and look at the vehicle's undercarriage. We will not refund the customer without doing our due diligence and determining whether or not this damage was caused after the sale. We think it is fair that ******** will need to get the vehicle back to Auto Warehouse for further inspection before we can proceed. 
  
  
  
  
  
  Thank you,
  
  
  ***************************

  Customer Answer

  Date: 08/18/2023

  Complaint: 20461398
  
  Dear BBB and Auto Warehouse, I am rejecting this response:

  I am writing to further elaborate on my formal complaint regarding the purchase of a 2012 Mini ****** ********** from Auto Warehouse on 07/27/2023. I appreciate your prompt response to my initial correspondence and would like to provide additional information for your thorough review. As previously communicated, my grievance revolves around the sale of a vehicle harboring undisclosed mechanical issues that render it unsuitable for safe and roadworthy operations. 

  
  The course of events unfolded as follows:

  
  Initial Contact and Statements by **************************************: On August 11th, 2023, *************************************** stated (via text message attached with this response) the following statement: We did the ******** emissions and had the car looked at by a mechanic. As indicated by this statement, the vehicle underwent a comprehensive evaluation by a professional mechanic that would have informed Auto Warehouse of the vehicles unsafe and unroadworthy conditions.  

  
  Request for Inspection Report and Discrepancy: On August 12th, 2023, with an understanding of the substantial repairs required after addressing the check engine light concern, I formally requested access to the comprehensive assessment report generated by their designated mechanic. It was during this exchange that it came to my attention that Auto Warehouse was unable to produce any such report. ****************************** then stated (again via text message attached with this response) the following statement: "I dont have the report." Auto warehouses lack of evidence pertaining to the asserted roadworthy condition of the vehicle prior to sale, introduces uncertainty, rendering it challenging to definitively determine whether the vehicle ever was in roadworthy condition or indeed underwent assessment by a qualified mechanic as asserted.

  Submission of Supporting Documents and Lack of Response: I forwarded all supporting documents to the dealership on August 12th, following a challenging conversation with ***********************, a manager from Auto Warehouse. Ive attached the recording of our conversation for your review. During my conversation with ***********************, he stated (via phone call in the attached audio file) the following statement: We had the car looked at. Yet, no report nor proof has been produced. Later in the recording, **** states the following statement: The guy who brought it in had it serviced. This could possibly mean that Auto Warehouse had never taken the vehicle for an inspection prior to the sale and only claim the vehicle was in safe condition but have zero factual backing for this claim. At the end of our conversation, *********************** told me (in reference to the invoices) the following: Send it over, Ill look at it, we can talk about it Monday. On August 14th, 2023, further evidence from a second mechanic confirming the first mechanics findings that the vehicle should never have been sold due to its unsafe and non-roadworthy operating condition was sent to Auto Warehouse (via email attached to this response). Both mechanics stated the steering racks rust and damage are far too old to have happened in the 2 weeks the vehicle has been in my possession. Both diagnostics from the two separate mechanics were provided to Auto Warehouse (via email) the first on August 12, 2023, and the second on August 14, 2023. Unfortunately, neither of my emails nor text messages received responses, nor did ******************* reach out as he stated that he would that following Monday, August 14, 2023. I have enclosed a recording of my conversation with ******************* as well as my 3 attempts to get in contact and work with Auto Warehouse for your reference.

  Given the circumstances and the reservations expressed by *********************** during our conversation, I am apprehensive that Auto Warehouse's preferred independent, personally trusted, mechanic may provide an impartial evaluation of the vehicle's defects. Having conducted an inspection prior to the sale and failing to identify these significant damages initially, I am inclined to believe that they aren't qualified for a subsequent examination. In light of this concern, I propose that an independent third-party Mini Certified mechanic be engaged to conduct a comprehensive assessment of the vehicle's condition.

  
  It is imperative to note that since the purchase of the vehicle, its operation has been confined to local drives within ***********, **. The engine and clutch continue to function as expected, and the vehicle's performance remains consistent with its pre-purchase state. The vehicle's current inoperable status results from rust, extreme looseness, and severe damage to the steering rack, a condition recognized by both certified mechanics who have examined the vehicle independently. This damage existed prior to the sale, as corroborated by their assessments, and should have been disclosed that the vehicle was not safe to operate. Since August 12th, 2023, the vehicle has not been operated and is currently under the care of our chosen mechanic.

  I reiterate my willingness to facilitate an inspection as per your request, with the stipulation that the evaluation be conducted by an impartial third-party, Mini Certified mechanic and is towed there and inspected at Auto Warehouses expense. This approach will ensure a well-rounded assessment and uphold the transparency required in this matter. I respectfully request that we refrain from utilizing Auto Warehouse's personally trusted Independent mechanic to maintain an unbiased inspection process.

  
  Your prompt attention to this matter is greatly appreciated. I anticipate a constructive resolution that will not only address the present concerns but also contribute to the restoration of trust in Auto Warehouse's commitment to customer satisfaction and ethical business practices.

  
  Thank you for your understanding, and I look forward to your timely response.
  
  Regards,
  
  ***********************

  ************, *************************

  

  Business Response

  Date: 08/23/2023

  I will start this response with a reiteration to ****** that Auto Warehouse had absolutely no knowledge of preexisting conditions to disclose. We did not habor informationat the time of the sale. If we are not made aware of preexisting conditions, we cannot disclose them. Secondly, the mechanics we service our inventory with make money by servicing our vehicles. They do not do inspections hoping that they do not have to do any work to them. After this Mini ****** had an oil change and fluids checked by a mechanic, it was driven for three days and over 100 miles by Auto Warehouse representatives prior to us advertising it for sale. There were no strange sounds, leaks or check engine lights that needed to be further addressed by a mechanic.  
  

  ****** first contacted us on August 11th stating that the check engine light came on and there were cracks in the fuel pump that we did not disclose. This is when he took it to a mechanic. Almost ***** miles after he purchased the vehicle. ****** states that the miles came from local in **************** driving.
  As stated in our previous response, we have reason to believe the damage on the vehicle was caused after the sale. ****** is accusing Auto Warehouse of negligence and harboring disclosures because of his mechanics report that states Summary of Damages: Detached drive shaft Destroyed clutch assembly Broken steering rack Unsealed engine crankshaft Cracked water pump *********** pump solenoid Cracked driving belt Broken axle The diagnostic module for the fuel tank needs a replacement.
  

  With a detached drive shaft, destroyed clutch assembly, and broken steering rack, it would be very apparent and obvious to anyone who drove the vehicle that something was wrong. The original complaint to Auto Warehouse of a cracked fuel pump would also have been very apparent prior to the sale. Cracks in pumps that hold fluid would show the fluid leaking from the cracks in said pump. Auto Warehouse would have addressed these issues immediately prior to the sale of the vehicle.
  Our assumption that the vehicle was damaged after the sale comes from the nature of ********* as stated. ****** had just been hired as a trail hand with a company based out of ********. According to email threads between ****** and his hiring manager, ****** was super excited to start his new job where he would have his first assignment in *****, ** the self proclaimed **************** of the ************* Looking at the distance between *********** and ***** on ******* we believe the miles put on the Mini ****** did not in fact come from in **************** driving. Also considering the nature of his job and his job assignment in *****, there is a high likelihood that ******************* have had to drive his Mini ****** on damaged unpaved roads. Taking his Mini ****** on roads that are outside the scope of the Mini ******** regular manufacturer's intended use with original manufacturer's equipment. 
  

  Auto Warehouse sold ****** a 13-year-old used vehicle with under ******* miles on it. With integrity and honesty, we sold ****** a used vehicle, in average to above average condition, showing only normal wear and tear, and with no known preexisting problems or disclosures.  Just as we have done for thousands of customers over the last 18 years. ****** will need to get the Mini ****** to our dealership, at his expense, for us to further investigate his claim. We are fair people to do business with, but we have not been given a fair chance by ****** to defend his irrational accusations of wrongdoing and deceitful business practices. 

  Customer Answer

  Date: 08/24/2023

  Hi there, 

  I feel like I'm backed against a corner. I've expressed that I'd like to use a third party mechanic but they completely ignored what I had requested. Do we have to use their preferred mechanic? Auto Warehouse has still yet to provide any evidence that the vehicle was in safe working condition before the sale. I am unsure of how to negotiate with this business. Is it unreasonable to ask for outside mechanic instead of their preferred mechanic to review the vehicle. Should I just pick a shop near them and get the vehicle as close as possible to them? I understand that the dealership would like me to take the vehicle to them but I don't feel comfortable with their mechanic and would feel much better about a certified third party mechanic. lastly, is it possible to have a mediator to help stay focused on the negotiation rather than baseless claims?    

  Customer Answer

  Date: 08/29/2023

  Good evening, 
  I trust this message finds you well. I will reiterate, I was already told that there was a mechanic inspection by two representatives at Auto Warehouse, *********************************** and *******************. Additionally, the Vehicle Disclosure and Liability Release form included in the purchase contract states Information known by the dealer regarding the vehicle history, damage or recalls available at the time of sale is included below and/or in the attached report. Yet, no report or further documentation highlighting the condition of the vehicle was included. I have taken the liberty to attach both representatives' statements, along with a copy of Auto Warehouses Vehicle Disclosure and Liability Release page from the purchase contract, in the attachment section of this thread. This is intended to provide both Auto Warehouse and the BBB with a comprehensive understanding of the verbal, textual, and contractual assertions made by the dealer.
  To provide absolute clarity on the matter, I want to emphasize that the vehicle in question has not been subjected to usage on rough terrain, backcountry roads, or any travel to *****. I have taken the liberty of attaching a letter from my employer affirming that I have not been assigned to any project in ***** and have solely operated within ***********, **, situated in Douglas County. Additionally, I have included a photograph depicting the trailhead parking lot, which serves to illustrate the conditions of the roads that the Mini has been driven on.
  I take great pride in being an active member of Kinetic Trails, holding the title of Trail Hand. My role entails hiking trails and implementing repairs using hand tools. Given the nature of this profession and the meticulous attention to detail it demands, vehicle usage on these trails is strictly absent from our operational practices. It's important to underscore that hiking trails are intentionally designed for pedestrians and two-wheeled bikers. The trail I am currently engaged with, as evidenced by the attached trail photos, cannot accommodate vehicular access, as claimed by Auto Warehouse.
  I hope this clarification offers a comprehensive understanding of the nature of my profession and reinforces my assertion that the vehicle's condition has not been influenced by the activities associated with my work.
  
  To support my assertion regarding the pre-existing damage to the vehicle prior to the sale, I have enclosed a video provided by a certified MINI mechanic from ***************** *********. This video explicitly showcases a substantial amount of rust that has accumulated on the steering rack over the years. Moreover, accompanying this visual evidence are detailed notes from the mechanic, which further elucidate the extent of the damage. These corroborating materials collectively establish that the vehicle had incurred significant deterioration well before it came into my possession.
  In addition, I believe it is of paramount importance to express that the vehicle has remained inoperative since its classification as "unsafe for operation" on 08/11/2023. Subsequent to this determination, the vehicle was promptly towed to my residence and has since been stationed in my driveway. I wish to emphasize that I dont drive the vehicle, as I have received explicit advisories from two distinct mechanics, both of whom have unequivocally expressed that driving the vehicle places not only my life but also the lives and safety of those around me at risk.
  I would like to take a moment to reiterate: I agree with the business in that the car must be transported for a 3rd inspection by a qualified mechanic and I am fully committed to facilitating this request. However, I must clarify my position with regard to the suggested inspection by Auto Warehouse's preferred, personally trusted mechanic.  I have reservations about moving forward with this option, as I am concerned that this particular mechanic, being personally affiliated with Auto Warehouse, may not have presented an impartial assessment or conducted a thorough evaluation of the vehicle's condition. In light of these reservations, I will have the 2012 Mini ****** ********** delivered via tow truck to ****** *************, located at *****************************************************, for the anticipated third and conclusive inspection. The proximity of this mechanic, just 17 miles and a mere 20-minute drive from Auto Warehouse, facilitates a convenient solution that addresses both their concerns and my need for an unbiased evaluation. I kindly request your guidance in determining a mutually suitable date for the vehicle's delivery to ****** *************.
  Upon the successful completion of the final inspection of the vehicle, I formally request that Auto Warehouse proceed with the following actions: Firstly, I kindly ask that they take back the vehicle from my possession. Secondly, I request the prompt release from my existing loan agreement and contractual obligations with Auto Warehouse. Lastly, I seek the immediate reimbursement of my initial down payment of $1,000.00. I believe that such timely and decisive measures will contribute to the resolution of this situation in a fair and equitable manner. 
  I look forward to a productive and collaborative resolution of these matters. Your assistance and understanding are deeply appreciated.
  Looking forward to connecting with you,
  ***********************

  Customer Answer

  Date: 08/29/2023

  Here are some additional attachments.

  Customer Answer

  Date: 09/01/2023

  Hi there,

  I am writing to formally convey that I took delivery of the 2012 Mini ****** ********** on August 31, 2023, at Auto Warehouse. Regrettably, I encountered significant issues when attempting to utilize the towing services associated with my Secure One account, which I had procured in conjunction with the purchase of the Mini.
  It has come to my attention that Auto Warehouse failed to complete the requisite setup for the towing contract with Secure One, leading to the non-creation of my accounta crucial component stipulated in our contractual agreement. Fortunately, Secure One, which had already initiated an investigation into Auto Warehouse, assumed responsibility for the towing charges incurred during this unfortunate incident, thus mitigating the inconvenience caused.
  I trust that such lapses in contractual fulfillment will be promptly addressed and rectified by Auto Warehouse to ensure a more seamless and professional customer experience in the future. Along with a Refund of my $1000.

  Thank you,

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

  
  

  Customer Answer

  Date: 09/01/2023

  Hi there, 

  Here is the part of the contract that I paid extra for that Auto Warehouse didn't complete. the Contract ID isn't real and the entire contract is fabricated and doesn't exist with Secure One. Luckily they were willing to wave the fees and towed the vehicle for free. 

  Thank you

  

  Business Response

  Date: 09/08/2023

  I just looked at the car on the lift. I will have a detailed response next week.  

  

  Business Response

  Date: 09/13/2023

  I have attached the estimate for necessary repairs to the Mini ******, along with images taken while it was on the lift. The Mini ****** now requires the replacement of the Rack and Pinion, both inner and outer tie rods, and there is an oil pan leak. The attached images clearly display a substantial and fresh gash in the steel frame, positioned just behind the front axle. The condition of the right front wheel, with broken tie rods, raises significant concerns. The pictures depicting muddy wheel ***** pertain to the right side of the car, in contrast to the clean left-side wheel *****. Furthermore, the oil pan leak is situated just to the left of the right wheel. The rust beneath the car appears to be surface rust, typical for a vehicle of this age, confirming its 12-year-old status.
  
  
  Regarding ******' concerns about his service contract and roadside assistance not being active, it's important to note that during our initial communication, I explicitly conveyed to him that the warranty doesn't offer day-one coverage. He was aware that it would take 30 days and **** miles for the warranty to become effective. I believe this was discussed in detail during our conversation, and it's essential to clarify that it's not Auto Warehouse but the terms of the *** contract that had not yet been fulfilled. 
  
  
  Given the uncertainty surrounding what transpired in the 11 days and 985 miles since the purchase, our actions are based on the information we have. We want to emphasize that the current condition of the car should have been noticeable during a test drive, even to a mechanic. It's not our practice to sell vehicles in the condition described. Auto Warehouse relies on mechanics to identify and address any issues with the vehicles we send for inspections. We collaborate with local shops that have established reputations and they operate solely and independently of Auto Warehouse. 
  
  
  In an effort to resolve this matter, I propose extending a one-time concession to ******, granting him the option to choose between two alternatives:
  
  
  Auto Warehouse will cover half of the repair estimate from ******'s, amounting to $4456.98.
  OR
  
  
  We will issue a check for $2228.49, providing ****** with flexibility in how he utilizes the funds.
  Please be aware that for either option, ****** must fulfill his contractual obligations with Auto Warehouse and his lienholder.
  
  
  We highly value our customers and are committed to achieving a fair and equitable resolution. Thank you for your understanding, and we look forward to resolving this situation to the satisfaction of all parties involved.
  
  
  Sincerely,
  
  
  ***************************
  Auto Warehouse

  

  Business Response

  Date: 09/13/2023

  More pictures and the Schony's repair estimate

  Customer Answer

  Date: 09/15/2023

  Complaint: 20461398
  
  I am rejecting this response but I hope this message finds you well. I appreciate your willingness to address the concerns I've raised regarding my recent vehicle purchase from you at Auto Warehouse.

  While I am encouraged by your openness to resolving this issue, I must express that the options presented thus far do not align with my expectations nor the requests I've previously communicated. Additionally, I'd like to emphasize that my intention is not to convey anger but rather a sincere desire to find an equitable resolution to the challenges I've encountered.

  One of the key points I'd like to address is the absence of confirmation regarding a non-biased third-party mechanic, as was discussed in our prior negotiations. It was crucial for the assessment of the vehicle's condition to be conducted by an impartial third party expert to ensure fairness and objectivity in the evaluation process but unfortunately there was no negotiation met in that case although I had tried.
  The situation is further complicated by the fact that I am facing substantial repair costs for a car that was stated to "work great." This is especially disheartening considering that the vehicle was marketed as suitable for off-roading, yet it faced difficulties on regular paved roads. More distressing is the fact that these issues put the safety of my son and myself at risk due to Auto Warehouse's negligence. Prior to purchase I was told that there was a mechanic that inspected the vehicle by ******* at Auto Warehouse, then ***** stated here on our BBB threads that they didn't take the vehicle to a mechanic, and now ***** is suggesting that they in fact did take the vehicle to a mechanic prior to sale as it's now their business practice to sell safe vehicles. Auto Warehouse needs to decide if they did or didn't take the vehicle to a mechanic prior to sale, and if they did they need to release it to me as it is stated to be a part of my contract and is still missing. I have attached the page of my contract stating this fact. I am though, encouraged to hear that Auto Warehouse's mechanic concurs with the assessments made by first the two independent mechanics regarding the steering rack issue. This agreement underscores the seriousness of the situation.

  
  To provide clarity, I have attached a copy of the contract and previous reports to this response. It is important to note that the contract clearly states that coverage commences 15 days and **** miles after the purchase, as stated by *************************** on the day of purchase. The recent conversation with Secure One, which took place on Tuesday, September 12th, falls well outside of the 15-day timeframe outlined in the contract. Luckily they were kind and understanding of the situation and made and exception as I had a contract they didn't know about. This, in itself, is a point of concern as it deviates from the terms of the contract that I entered into, despite any subsequent adjustments. It is also important to acknowledge that the contract was signed by *************************** herself, and therefore, a thorough review of its contents should have been undertaken prior to presentation. Nevertheless, the contract, as it stands, does not mention the new 30-day rule that has been raised by *****. Even if the contract had stated 30 days, it has been 49 days and counting. Regardless of these discrepancies, I believe it is essential that contracts are adhered to and executed in accordance with their original terms.
  In light of these challenges, I must reiterate my reluctance to proceed with any payments for a contract that has been breached multiple times by Auto Warehouse. These breaches encompass the absence of a prior inspection report, the delay in activating the Secure One contract beyond the stipulated 15 days, and the overall misalignment with the terms originally conveyed.
  I remain open to negotiation with Auto Warehouse, with the primary objective of being released from the existing contract. I initially requested to be released from my contract with a refund of my $**** downpayment. I am willing to consider allowing Auto Warehouse to retain the $**** down payment, provided a resolution is reached that ****** my association with this contract, which regrettably has not been upheld by the dealership itself. For this reason alone I will settle for no negotiation that doesn't include freeing me of this already fractured contract. 
  I am hopeful that we can work together to find a fair and equitable resolution to this matter, and I welcome any further discussions or proposals you may have.
  Thank you for your attention to this issue.
  Sincerely,
  
  ************************************