ComplaintsforNetwork Auto Source Inc.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently had a deeply disappointing experience with Network Auto Source. Initially, I purchased a BMW from them, which, to my dismay, turned out to be a defective vehicle with engine failure mere days after the purchase. In an attempt to resolve this, the dealership offered a trade for a Honda. However, this solution was skewed heavily in their favor, financially speaking, leaving me with little choice but to accept their terms. Regrettably, the ordeal didn't end there. Within just two weeks, the Honda's transmission failed, further adding to the frustration and inconvenience. Despite the seriousness of these issues, Network Auto Source has been uncooperative in offering a satisfactory resolution. They have outright refused to replace the car, compelling me to seek legal counsel. As a young buyer, making my first car purchase at the age of 19, this experience has been not only disillusioning but also stressful. It's disheartening to witness how a business can exploit the inexperience of a young customer. Even after making the owner personally aware of these consecutive issues, there has been no effort to rectify the situation or to offer any form of compensation. This lack of accountability and customer care from Network Auto Source is, in my opinion, a clear indicator of their business practices and ethics.

  Business response

  02/19/2024

  First the truth, Customer bought a BMW and asked to exchange it because of a check engine light. We had not processed any of the title work at that time so it was easy to let them change to a different vehicle. It turned out to be a simply issue and we resold the BMW right away with no major issues. The buyers picked out a Honda Insight for their new vehicle. WE DID NOT TRADE THEM OUT OF THEIR BMW OR FORCE THEM IN THE HONDA INSIGHT. We simply let them pick another vehicle, again since none of the title work had been processed. Buyer is saying that some how them picking out the Honda Insight skewed things in our favor. How? They also wanted to just bring it back and get something different after they had a problem with the Honda Insight, but this time their title work had been processed. The truth is they bought a vehicle that they picked out that was sold AS/IS and afterwards had a problem. They either don't want to fix it, think the dealership should foot the complete repair or they think that it has a warranty. It was sold as/is.

  Things have gotten so complicated with all the bad online reviews from the buyers and their family/friends. We are willing to assist them in finding an used transmission and repair shop at our cost to help them move forward. Estimated repairs would be around $1600. We would only entertain the thought of them trading it for something else if we could meet face to face to re-establish trust and communication. The buyer has to understand that if they want to trade their vehicle in, it might have some depreciation due to a mechanical issue that wasn't there originally at time of purchase, book change and miles driven. 

  I can be reached at ***************************

  Clayton Joyner

   

  Customer response

  02/20/2024

  With respect,

  I am writing to express my dissatisfaction and formally reject the response provided regarding my complaint (Case #21312804). My grievances stem from significant inaccuracies in the response received.
  
  To clarify, the initial BMW I purchased had to be returned due to a catastrophic engine failure. Subsequently, the second vehicle I acquired encountered a severe transmission malfunction within just two weeks of purchase. Despite my efforts to communicate these issues through multiple phone calls and emails, my attempts have been met with silence, as my calls are consistently redirected to voicemail without any follow-up.
  
  It is disheartening to note that as a young, first-time car buyer, aged 19, I have been sold two defective vehicles. Moreover, the proposition to charge me for the repairs further exemplifies the disregard for consumer rights and satisfaction, highlighting what I perceive as anti-consumer practices at Network Auto Source.
  
  I urge a prompt and constructive resolution to this matter, which includes acknowledging the serious nature of my concerns and providing a satisfactory solution without imposing additional financial burdens on me.
  
  Thank you for your attention to this urgent matter.
  
  Best regards,
  
  Nicki & Austin Coburn
  

  Business response

  03/05/2024

  Response:

  Repeating the same thing doesn't make it true. The BMW didn't have a major problem. Again the BMW didn't have a major problem. We did not trade you out of the BMW. Your 2012 Honda Insight has a problem according to you. We are very sorry that you had a problem after your purchase.

  To clarify things we are not taking advantage of you or the fact that you are 19 years old. When you brought back the BMW with the check engine light on and said you wanted a different vehicle, we were able to cancel the first loan approval and re-apply for something else because none of your title work had been processed. We called the lender and canceled the first loan approval and simply applied your down payment to the new vehicle that you picked out. We then applied for a new loan for the 2012 Honda Insight.

  After reviewing your paper work, you did not purchase a warranty and the vehicle you bought was sold AS/IS. Was there a reason for not purchasing a warranty? Please review copies of the Federal AS/IS form front and back.as it says very clearly reads on the top of the back page a list of some major defects that may occur. 

  We are a business that is trying to offer you a solution. I think the best solution is to repair your vehicle. If you buy an used transmission with a warrant we will install it for $50. We will be glad to help you find a transmission with a warranty for a good price. You can go to ************************* and find one at a good price. The other options is that you can trade it in on something else.

  Call the dealership if you would like our help

  Clayton Joyner

  Customer response

  03/05/2024

  Complaint: 21312804
  
  I am rejecting this response because:

  I’m writing to you because I’m really upset about how things have gone with my car purchase. Honestly, your last message made me feel like you’re not taking my problems seriously. Saying stuff like “repeating the same thing doesn’t make it true” just makes me feel like you’re not listening.
  
  When the BMW broke down right after I got it, and then the Honda did too, it wasn’t just a small inconvenience. It was a big deal for me. I had to deal with all of this stress and extra cost, and I’m just trying to understand why this is happening. I even showed you the paperwork from the shop via email for the Honda’s transmission after many phone calls that went no where, but I didn’t hear back from you or get an email reply either.
  
  It kind of felt like your message was saying it’s my fault for not getting a warranty. But as a first-time car buyer, I thought I was buying a car that would work without problems for a while as anyone would. People don’t buy cars and expect to replace an engine within a week or a transmission within 2 weeks. And about the BMW, we talked over the phone about how serious it was, and you replaced the car due to the serious issue. So to make it seem like I’m making all this up, is pretty telling. 
  
  Your offer to help fix the transmission for cheap is appreciated, but it doesn’t really fix the bigger issue. I saved up for these cars, and it’s been really tough dealing with all these problems so soon.
  
  I’m just asking for a fair solution here. I’m not trying to cause trouble, but I also don’t want to be pushed around because I’m young or because this is my first time buying a car. I hope we can find a way to make this right.
  
  Looking forward to a kinder response and a fair outcome. Fair to me would be replacing the transmission, since the car was sold with a faulty transmission. Directly after being sold a car with a bad engine. 
  
  

  Regards,
  
  Nicki Coburn

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/11/23 I was interested in purchasing a vehicle from Network Auto Source. When talking with salesman Alex, I was very clear on my budget constraints and expressed concern the car would be too expensive. He assured me that they would absolutely be able to finance within my means. In order to hold the car while they worked this out, I was asked for a $1500 deposit. I provided this and left, waiting to hear back. The finance manager, Cliff, began texting me the next day to gather more information including a photo of my license. He repeatedly asked if I could increase my budget or provide a higher deposit, and I repeatedly told him I could not. When I told him I wanted my money returned, he offered me another vehicle which I declined. This went on for weeks, where I repeatedly asked for my deposit to be returned and he would only provide a counter offer outside my stated budget. On 5/10/23 he finally conceded and said that his manager had approved the refund. He said he would let me know when it had gone through. In the days following, I let him know the refund had not yet arrived and asked if there was anything I could do to hurry it along. Unfortunately, after weeks of fairly consistent communication via text messaging, Cliff stopped responding. I have yet to be refunded. While Alex had acted professionally, Cliffs behavior was aggressive and disrespectful throughout the ordeal. However, I would just like to see my money returned so I can continue my hunt for a vehicle. It has been many weeks and this situation has had a real impact on my life. I'm currently borrowing a car to get around, and am unable to purchase a new one without the return of my deposit. I am asking that the BBB help to amend this situation in my life and perhaps prevent their dishonesty from harming anyone else.

  Business response

  05/30/2023

  We are waiting for Jacquelyn Ramirez to come back to the lot with her credit card so that we can reverse the charges. 

*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. ↩