ComplaintsforSTS Automotive Sales & Service, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Now and for the last 5 years I have been the sole caretaker for my 86 year old mother who had to come with me to find a reliable car. Saturday March 9, I went and test drove the car in question. My friend who also has a ***** *** was with me and my mother. I rolled my ***** ****** on 2/29/24 so I had my friend take me to look at the car. The car drove great and there were no warning lights on the dash. I used my credit card to leave a $500 deposit and asked for 7 days to pick up the car. My mother and I were dropped off at the dealership by the ******** ****** ****** on Wednesday 3/13/24 at approximately 1:30pm to take delivery of the *****. The ******** ****** ****** dropped us off at the dealership and was not able to stay with my Mom so my attention was divided. I signed a lot of paperwork knowing that ** lemon laws would protect me. I received *** **** *****. On that form STS Automotive checked PASS on all inspection items. As I drove home with my 86 year old mother in the car, the "Check Engine Light" went on. I had only driven about 12 miles before the "Check Engine Light" went on. The dealership reported that the car passed emissions but there is no way that can be true because the car would fail with the "Check Engine Light" on. So then I took the ***** to a ******* car dealership in ********** who told me that STS Automotive was fraudulent on several of the inspection results. Brakes and Tires are two inspection items on the list STS marked as passing that would not pass. I paid $6,200 (cash) for the vehicle so there is no lien holder, but I don't have the title yet. I am retired and need this vehicle to safely transport my 86 year old mother who has dementia. I just want to get what STS told *** they gave me which is a car that would pass *** inspection. **** ********** in ********** told me this car would not. 2013 ***** *** 4dr 5 cylinder FWD Red Car Vin: ***************** Mileage: 126,993

  Business response

  04/02/2024

  Hello, here is my response to this complaint. ***** purchased the ***** on March 9, 2024, from our dealership. We completed the emissions before selling the car (attached). Attached, please take a look. She is blaming us for emissions fraud, which we do not understand. Unfortunately, the check engine light came on for *****, and she gave a dealership a call, spoke to me, and told her to bring the car back. I will take care of it. She said she wants to bring the car to the ***** dealership for a diagnosis, and then she can call me . On top of it, I offered her a rental car because she always mentions her mother. I offered her a third-party warranty during the sale of the car, which she denied. She knew she was buying this vehicle as is. ***** also mentioned how the vehicle was not worth the amount she paid; the dealership she went to offered her a trade-in value for the vehicle ($3500), which made ***** upset, and she wanted a refund of the difference, which doesn't make sense. I want to help ***** out with her vehicle, and even though I sold it as is, I will not give her a refund of any sort. I attached below the emissions paperwork and buyers guide as well.
  
  Thank you,
  STS AUTOMOTIVE 

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: With the cars existing holes in the fuel filler neck there is no way the check engine light could have been off unless it was intentionally turned off which is fraud.  I have spoken to several professionals in the car business since this purchase and they seem disgusted by the whole deal.  I willl continue to seeking restitution through other agencies and the media.  
  
  Sincerely,
  
  ***** *****

  Business response

  04/15/2024

  Hello, 

  ***** it stating that we are committing emission's fraud, all of our vehicles get emission tested at other facilities other than our dealership. If we were to reset the check engine light all monitors would have been reset and would have not passed emissions. Emission testing is a serious thing, all facilities are recorded and must provide picture proof to the *** as well. We also discussed with ***** many weeks ago about taking care of the problem in house at our dealership. ***** agreed but went her own way to another dealership to get it diagnosed. She never called us back. ***** also brings me up the low ball trade in value that ***** offered her ($3500). We have tried many times to resolve this issue with her. At this point we can't offer her any refund or discount. 

  Customer response

  04/23/2024

  
  Complaint: ********
  
  I am rejecting this response because:  Without questioning integrity, let's look at the facts.  

  The ***** was sold with two holes in the fuel filler neck and a failed evap pump.  (I have provided paperwork from *****)

  The "check engine" light should have been on for those reasons but it was off.

  The ***** would have passed emissions if the "check engine" light had been turned off in order to sell the car. (*** *****)

  The "too bad for you" policy tells me most of what I need to know.

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 18th me and my boyfriend went to STS automotive looking for a used vehicle to purchase and we found one to our liking, however the car needed some work, the two power windows in the back were not working and the brakes needed to be looked at. The owner of the dealer agreed to do the appropriate repairs. We left a deposit of $600 to go back 4 days later, on November 22nd I go to pay the car in full and take it home, but the car wouldn't start when we attempted to do so. I then wasn't sure if the vehicle was in condition to be sold, but the owner of the establishment refused to do a refund.

  Customer response

  11/27/2023

  I also wanted to add, the state of *********** requires the dealership to clarify that deposits are non refundable and the dealership did not explain this at the time of the deposit and there is no documentation on the receipt that this is non-refundable. The receipt must state the deposit is non refundable and as shown in the receipt sent this is not stated. 

  Business response

  12/04/2023

  according to customer issues:

   both power windows were fixed and operational 

  . brake job was completed and road tested

  unfortunately four days later the battery need to be recharged due to leaving the lights on accidentally.

  at this point i offered a brand new battery free of charge

  at that point customer refuse to delivery of car.

  i have incurred all the additional expenses without impact to the original sale price

  given these circumstances i do not believe this customer is due a debosit back 

  i have a sign clearly displayed deposit is not refundable

  generally i do refunds customers money if there bank loan doesn't go through 

  Customer response

  12/05/2023

  
  Complaint: ********
  

  I am rejecting this response because:

  We do not recall there being a sign at the door stating no refunds allowed, and even if there is this should be stated at the time of payment or be in the receipt. 
  Also a replacement of the battery was not offered. We were told that if the battery did not work in the next 2 weeks then it would be replaced . So it was not guaranteed that if the battery did not work after the two weeks it would be replaced at no charge.
  Given that the car was not In conditions to be driven the day of purchase since it did not turn on, as a customer it is hard to spend so much money and trust that this is a battery issue given the car turned on fine just 4 days before. 
  We appreciate that the window was fixed and the break but at the time of purchase the car not turning on is a big red flag and it is reasonable to decline purchase after this experience. A $600 deposit with no refund is a large deposit. If this was told at the time of the purchase or if it was written in the signed paper then we would not have done this. 
  
  It would be reasonable to have a $200 non refundable deposit but $600 is too much given the car did not turn on for whatever reason at the time of final purchase. 
  
  Sincerely,
  
  ****** ******** ********

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had Steve from STS work on required work that was recommended from a dealership. When it was seen by the dealership it needed a few things but after months of being held by STS afterwards, the dealership said that it now had a bent valve. Which was NOT there prior to dropping it off. When we called him to ask for a repair or a refund, he stopped responding to our calls.

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