ComplaintsforAutoTrek

• Initial Complaint

  05/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2015 Dodge Durango SXT from Auto Trek, and a couple months after purchase I heard a clicking or ticking in the engine when I started my Durango, after being thoroughly mistreated when I mentioned the noise to ***** who was the associate that worked with me through the purchasing process, I finally made it to **** the service manager, and he looked at my car, sent me a ******************* and service comment stating that I needed rocker arms and lifters replaced as soon as possible. He stated at first that the vehicle warranty would not ensure the repair costs. I went back to the financial department again and pleaded my case to the dealership manager I dont recall his name, I believe it was *****. He apologized for the mistreatment, and had the repair started, lent me a vehicle (my Durango is the only mode of transportation I have), and I was out a car for about a week. When I picked up my car, I asked ****, as long as the repairs were complete and everything fixed I was happy to come pick up my car. Here we are 6 months after repair and the rocker arm and lifter needs to be replaced, and from what I have researched, should have been repaired in the first place along with the others. Auto trek once again has given me a very frustrating process to walk through, no warranty information was provided to me in written form, and my vehicle was serviced by **** again, Auto trek refuses to give me original receipts for parts purchased for the previous repair, and the current repair, when I went in to pick up my vehicle, the financial advisor would not allow me to leave with my vehicle until I signed a paper stating that I was going to be responsible for the charge of the deductible. My argument is this: I do not want my warranty to be ensured through autotrek, and need information on how to utilize this warranty outside of their care, and two, I do not feel responsible to pay a deductible for incomplete service from the previous work done.

  

  Business response

  06/05/2023

  We dispute the customers claim that the repairs were not done correctly the first time and that there was any mistreatment. The second repair was new, but a similar problem to the original. Both repairs were done completely, correctly, and as timely as possible. As an act of goodwill, AutoTrek covered some of the cost of the original repairs and provided a loaner car outside the terms of the customers service agreement, at no cost. The warranty information is provided at closing and all repair invoices were provided to the customer. The customer requested our wholesale parts invoices, which we are not required to provide.I'm not aware of any shop that provides their cost invoices on parts. I can only assume the customer is concerned about parts markup, but the warranty company manages that. AutoTrek, like all retailers, have a cost they pay for parts and a price above that they charge their customers. AutoTrek's retail parts pricing is well within industry standards and accepted by the warranty company. That margin on parts and labor is how we pay our employees, pay our facility cost, pay insurance. and many other expenses.   

  Customer response

  06/05/2023

   
  Complaint: 20116236
  
  I am rejecting this response because: there is no documentation supporting the business response, I have provided all communication that I have had in this last encounter with the business. Nowhere in the responses in good will are any answers to very simple questions. 
  

  The repairs that were covered on my vehicle the first time around were not done out of good will Auto trek accepted all responsibility in my vehicle having issues that would lead to engine failure in the future, which at that point in time wouldve been in their best interest to repair for an unsatisfactory outcome to me as a new customer. Taking full accountability due to only having this vehicle for a few months, and even now, not a full year.
  

  What I am arguing is why do I have to come back for repair for something that should have been completely done the first time? I have requested paper trail of all work, and I *** not go about it in a common way, but I am always given the right to ask whether service is complete, and or if there is anything else that is needed to be done at the FIRST time of service. Clearly the repair was not complete the first time, and Auto trek is counting their losses, but I am not the one who sold this vehicle, and I do not accept responsibility and should not be required to for the repairs that were needed for my vehicle to be considered safe to drive. 
  

  This claim *** need to be taken further into the lemon law, and escalated to a legal matter. Every mechanic that I have contacted, had claimed that to replace all rocker arms at the initial time of service would have been what ANY honorable mechanic would have done. But, Auto trek sent me on my way with an incomplete service and I had to return for a repair that should have been done all together and not waited for failure.

  I have submitted communication with time and date stamps, and have more as needed. As this is my only mode of transportation, I had to fight for a vehicle as a single parent and mother of two, I could not afford to have no vehicle for the weeks needed for repair. I have work, and my girls have school. The good will was Auto Trek accepting full responsibility for the matter and I want my warranty to be released, I will not pay, and I still request every and every form of documentation for my vehicle. 
  

  
  
  Sincerely,
  
  **************************************

  

  Business response

  06/13/2023

  In response to prior objection, Autotrek / Autotrek ************** have uploaded both service tickets along with the "Goodwill" letter that has been signed by ************************************** on May 19, 2023.
  

  All repairs on the first incident were at no cost to the consumer.  Autotrek covered the deductible of ****** plus ***** which included shop supplies and oil filter.
  

  The first repair of the failed part (bank 2) occurred approximately in October of 2022. The Service contract company dictates what they will pay for the failed part and repair.  They do not pay or authorize payment for parts that can fail at a future date.
  

  When **** had to bring the vehicle back again, the failed part was on (bank 1) which is the opposite side of the engine.
  

  There is no test or diagnosis to predict future failures of mechanical items contained within the engine.

  Once again, the warranty company approved the repairs on Bank 1 other than shop supplies and the deductible.

  Autotrek out of Goodwill supplied a loaner vehicle for **** to drive while repairs were being completed at no charge to her.
  

  The vehicle was completed and ready for customer pick up on the 19th of May 2023.
  

  The Client was aware of the Shop Supply bill of ***** and the ****** deductible.  Autotrek once again tried to help ease the burden of the deductible and shop supplies by giving **** two months to pay off her portion.

  The first payment of ****** was due on May 31st. Autotrek has not received any payment to date.
  

   

  Customer response

  06/14/2023

   
  Complaint: 20116236
  
  I am rejecting this response because:
    
  All information provided by Auto trek has already been given in my statement, the document that was given I was forced to sign in order to get my vehicle back, and there was no other option for me. In the previous messages Auto Trek demanded their loaner back, even though I was not fully made aware of my vehicle being complete. I out of good will purchased my vehicle with the understanding that it was safe to drive, and after a few months of ownership, my car had significant failure. The repairs were not complete the first time, as stated before and dont require a rebuttal, but is evident Auto Trek doesnt want to accept the responsibility of repairing all that was required of them the first time. I will not pay any more, and I am still needing information about my warranty and closure to never have to see or speak to Auto Trek again. This business has NOT   been honest or held to integrity. I am ensuring that other customers never have to go through this process, and are aware that they need their vehicle to be taken into a certified mechanic that is not biased to the business to ensure everything works properly BEFORE they purchase. 
  Sincerely,
  
  **************************************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this vehicle from this dealership September 29,2021. About a week after purchasing I noticed there was no coolant in my vehicle, i filled it back up and about a couple weeks later it was gone again. I took it into the mechanic and there was over ***** worth of damages to the vehicle. I purchased a ***** warranty on it and they will only cover $500 worth , I was told from Autotrek that my anything that was wrong mechanically inside of the vehicle would be covered but that is not the case and they will not cover the charges for the repairs of my vehicles.

  

  Business response

  01/31/2022

  I don't understand the customers complaint. The vehicle was inspected by a non-authorized repair facility. Per the terms of the extended service agreement the vehicle must be returned to AutoTrek or one of our designated shops for evaluation and repair. AutoTrek instructed the customer to bring the vehicle to our Littleton location for evaluation tomorrow. Nothing has been approved or denied at this point. AutoTrek responded to the original complaint within an hour and was able to get it scheduled with a shop the following day. No small feet in todays labor environment. We will know more once the vehicle has been evaluated.   

  Customer response

  02/01/2022

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

*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. ↩