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:09/21/2023

  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.

  Date of transaction: July 8, 2023.I bought a **** Chevrolet ************* from Stans Auto Sales, sight unseen. My decision was based on the online description and pictures, plus text messages and phone calls with a salesman.On more than one occasion, I asked the salesman, Is there anything wrong with this van? Im not against buying it if it has some problems, but I dont want to be surprised.Whenever I asked any of this, he would reply with reference to their 30 point inspection, assuring me that any problems that the vehicle might have had would have been caught in this inspection process. He also added, The only thing this van needs is a new home.I made arrangements to have the van shipped from the dealership to me, in *********.Here is the complete list of failures/problems exhibited on delivery:1. ** and heater not working properly.2. ABS warning light 3. Emergency brake warning light 4. Horn not working 5. Rear lift gate jammed 6. Backup light out I asked them to take the vehicle back, they refused. Then, after a week and a half of leaving messages that were not returned, I finally got the dealership to agree to pay for the labor, but not the parts, of having the air handling system repaired. I took the van to a repair shop, where I paid to have them replace all the cracked and leaking vacuum hoses, and get the ** and heat to work.The dealership then retracted their promise to pay for the repair labor. I got an email, with a statement they wanted me to sign, in which I was to accept a one-time check for $200, no negotiation. In this statement, I was required to promise that I would never go online and write any bad reviews about Stans Auto Sales, and I was to further promise not to report them to the Better Business Bureau. I declined.I believe they either willfully hid these mechanical and safety problems, or were just lazy and did not perform any so-called "30 point inspection" at all.

  Business Response

  Date: 09/23/2023

  You had a significant amount of dialogue with a couple of our most seasoned salesman regarding the van you purchased.  In an effort to be transparent, especially given that fact you were inquiring from ******, we provided you with many photos and texts.  The vehicle is 21 years old and was in exceptional condition given the year.  In fact, I have purchased tens of thousands of cars since ****, and I have never seen a cleaner van.  I purchased it from the son of the original owner, an 80 plus year old man who clearly took great pride in his van.  The paperwork / contracts you signed clearly stated that you were buying the vehicle in AS-IS condition.  You acknowledged that fact with your signature in many places   

  We sublet transportation of the van directly to you in ******.  Several days after you took delivery you called with a complaint.  As a gesture of goodwill we offered you a $200 refund.  Again, the agreements all referenced your purchase as an AS IS transaction thus, the offer was outside any scope of the contract.  You initially accepted the offer, then decided to decline since we asked you to sign a disclosure.  This disclosure is common whenever there is a dispute.  Then you decided to slander us on a review and now this.  That is your decision .. and we respect it!!  But, I would have taken the $200.00.  After all, we have been in business for 25+ years and have earned state and national recognition. Unfortunately, we can't make 100% of the people happy 100% of the time.  No business can!  I will still honor my original goodwill gesture of $200.00 but, you would obviously need to sign the disclosure.

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20637423
  
  I am rejecting this response because it is simply a refusal. Also, I'm confused by the logic of this response, insofar it requires me to sign the aforementioned agreement in which I promise to not write bad reviews or contact the BBB. I have already done both, so this "water under the bridge" requirement means nothing. Furthermore, I stand by my assessment of this transaction, in which the salesman assured me there was nothing wrong with the vehicle, as supported by the alleged 30 point inspection. And the vehicle arrived with safety issues and non-functioning controls.

   

  We're just going around in circles now. The dealer will continue to bluster about their time spent in the business, and fail to acknowledge any responsibility.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/20/2022

  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.

  On 8/17/2022 I bought a 2013 Dodge Avenger for $9949.05, it is now 9/20/2022 a little over a month and it has a massive coolant issue, making the car near undrivable. I was also told from ********** that it has many other leaks, transmission, engine oil. In the buyers agreement the inoperable trunk release was to be fixed, however I have called multiple times and they keep saying they "will call you when we can address this." I called them about the overheating issue, stating that it has a huge leak making my purchase nearly undrivable. Their warranty was told to me at first that it covers total failure of the vehicle. Now that I call about a total failure of the cooling system for the vehicle, they say "It only covers lubricating parts of the engine like engine oil and transmission oil." I feel very deceived and scammed by this business and quick research into review websites told me I am far from the only one who has gotten this treatment. I am now surprised that they have BBB rating and have kept it. Maybe I am the first to think to complain to the BBB, who knows, but a little research into this business should tell you, they don't deserve a rating from you.

  Business Response

  Date: 09/21/2022

  Hi ***,

  Did you speak to a manager regarding your issues?  This is the first time I have heard of your issue.  I would to know exactly what happened and if we can help you.  Please call a member of the management team ****, ****, **** or *************

• Initial Complaint

  Date:07/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We bought a 2013 ****** Outback on July 12th from this dealership. The vehicle was sold with a 3 month dealership warranty. On Sunday, July 24th the check engine light, brake light & cruise control lights all came on. My husband immediately sent a text message to ***, the salesperson we dealt with as they are closed on Sunday's. The next day no one got back to us so my husband took the vehicle to the dealership. They took the car and said they would have it checked by a local repair shop. My husband had to call to find out it pulled 3 codes but no one would tell us what those were. That evening the dealership finally reached out and said it was all fixed. We asked over the phone for the codes and what repairs were done, they didn't know. We picked the car up on July 26th and asked workers at the dealer again for a printout of the codes and what services were done. They didn't have it but one other person told us to check next door at "On The Road Again" repair shop. We walked over to the shop and were told the 2 mechanics working had not worked on the car and only the owner could pull the codes / services rendered but he wasn't there. My husband was able to get the owner of the auto shop on the phone hours later and was only told it was related to the throttle body again would not give us the codes or anything in writing. We took the vehicle to a trusted mechanic and found out it has leaking Cam Carriers, Blown / leaking head gasket & the A/F Sensor is covered in oil and needs replacing. The dealership sold us a vehicle with a blown head gasket and did NOT disclose this issue, we would not have purchased this vehicle with such an expensive and dangerous issue. The dealership will not return our calls and is not honoring their warranty. We believe they reset / cleared the codes to try and fraud us into keeping the vehicle. We want them to either pay for all repairs with a trusted mechanic or allow a *************** our $4000 down payment immediately.

  Business Response

  Date: 07/30/2022

  **** and I spoke on the phone regarding his concerns.  Stan's Auto Sales has agreed to address the customers concerns using our contacts, mechanics and resources on a goodwill basis.  ****** believes that this is outside the contractual obligations due to many signatures from customer confirming the purchase was AS-IS.  Stan's Auto Sales has agreed to replace head gasket(s) and leaky cam seals.  Both of these repairs were recommendations from the customers independent mechanic.  **** will drop the vehicle off at Stan's Auto Sales on August 1, 2022 and the anticipated time of completion is 5pm on August 4, 2022.  Pictures will be taken along the repair process.

  Customer Answer

  Date: 08/02/2022

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