ComplaintsforJ & M Automotive Sales & Services LLC

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I Bought a car from J&M auto sales in ********* ** in November, 2 weeks after buying it we had to take it back to have them after the check engine light came on, so they repair the issue. Once i got the car back 2 weeks after that on December 22 the check engine light came back on again and i had to drop the car back off on December 26 for another repair. Then 2 weeks after i got the car back around Jan 4th the check engine light came on again. Then again i dropped the car off for them to repair the car. Then 2 weeks after i got the car back on Jan 21 the check engine light came on again and i had to drop the car off. If i pay 15000 for a car i shouldn't have to put it in the shop 4 times in 2 months this is unacceptable. they have covered the repairs only because it was still under their warranty.

  

  Business response

  01/25/2024

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ***** ********** complaint.  Please refer to the attachments as follows:

  
  ** *** ******* BUYERS GUIDE

  
  Please advise that our customer database does not reflect ***** ******** as the owner of the 2012 **** *******. The bill of sale, registration, and all repair records reflect ******** ******** as the sole owner of the 2012 **** *******. Due to privacy laws, we cannot discuss or disclose the details of the purchase or personal customer information with any third parties. J&M Automotive would need expressed written consent from Michelle Capolupo to discuss this matter any further.
  Attached is the ** *** Used Car Warranty for the State of *********** as well as an unsigned copy of the vehicle’s buyers guide that was displayed in the vehicle while on our lot for sale. These are public items and do not disclose any customer information and are intended for informational purposes only.
  
  Thank you for understanding.

  Customer response

  01/26/2024

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

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 8th 2023 I went to this dealership to buy a vehicle. When I first arrived I kept getting the rough end of the stick as the sales men a mangers thought I was there to mess with them when I was there to buy a car. Every person kept giving me the run around until I put money on the table for the car at that point the entire situation changed an everyone was trying to act nice an have me buy the car. Since I bought the car I have had nothing but issues with it. I was sold the car with a good that did not open at all an had to be ripped apart to get into it. The washer fluid redo our is cracked a can barley hold anything. Several electrical issues as well suck as sensors an important parts like the coolant have been giving issues every day an causing the car to act up a tell me it's over heating and to stop driving immediately. I love the car it self but there are way too many issues I am having with it despite not even owning the vehicle for a month. I am extremely unhappy with the dealership for the experience I was given an then being sold a car that I was not allowed to test drive an to find out if has all these issues

  

  Business response

  07/10/2023

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ****** *****’s complaint.  Please refer to the attachments as follows:
  ** *** ***** **** * ****** ******** *********** ***** ***
  On June 8th, 2023, Mr. ***** purchased a 2011 **** ** from J&M Automotive; please see attached file named ***** RPO for reference. Please advise that at point of sales, Mr. ***** declined any extended service contracts. This vehicle was a previous trade-in and had an aftermarket carbon fiber hood, which was replaced with a stock hood by J&M prior to Mr. ***** taking delivery of the ** – please refer to attachment named ***** **** * ****** for reference.
  On June 16th, Mr. ***** showed up at our service location needing assistance opening the hood of the ****, as the latch appeared to be stuck. Upon physical inspection our Service Manager, John M******, noticed that damage had been done to the front end of the vehicle consistent with an impact or accident. Mr. ***** than told the Service Manager that he had hit a large bird, notably a hawk, over the prior weekend and it had caused damage to the front headlight as well as the hood. Our Service Manager then scheduled a service appointment for Monday June 19th to properly inspect the damage and advise Mr. ***** what his best available options for repair would be and also suggested that Mr. ***** file an insurance claim for accidental damage. Mr. ***** never showed nor dropped the **** off that Monday and never contacted the service department to reschedule his appointment.
  On June 26th, Mr. ***** contacted his salesperson, Tom T*******, in regard to purchasing the carbon fiber hood we had removed and replaced before Mr. ***** took purchase of the vehicle. Later that day, Mr. ***** showed up at our sales facility with the ****, and the **** had no hood attached – the engine compartment completely exposed. The Shop Foreman, Rob A****** gave Mr. ***** the carbon fiber hood, which Mr. ***** took and attached to the **** himself. There was no charge for the hood; and J&M Automotive took a potential loss of revenue in that regard and no refunds will be offered.
  In summation, it would be wise for Mr. ***** to have the vehicle properly inspected for the accidental damage and seek recourse for repair or loss with his insurance provider.
  Any damages occurred from a motor vehicle accident voids any express warranty offered by a dealership in the State of *********** – please see attachment named ** *** for reference.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a **** ******** on 3/17/2023. The hard top is aftermarket and test driving before buying I noticed it was leaking water inside the ****. The dealership said they would fix the leak. When I picked up the **** on purchase date they said it has been repaired. Within a couple days it rained and water was pouring into the ****. I then called and had them fix it again. Once I got it back it was still leaking, so I brought the **** back again to be fixed. To this day 4/20/2023 the **** is still leaking. The front piece of the hard top does not sit right with the rest of the top. The owner of the dealership said it is installed correctly and that the leak is fine and they will not replace the top of the ****. I was told that if they could not resolve the issue they would take the car back but now they will only buy it back for a price they will offer. Leaving me to pay what’s left and will not give me my down payment back of $2800. I have pictures/videos of the **** leaking water. The water also gets on the fabric of the hardtop which will cause mold if it keeps happening.

  

  Business response

  04/27/2023

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ******* ****** complaint.  Please refer to the attachments as follows:
  ** Z-4
  RETAIL RPO & BUYERS GUIDE
  RO #*****
  RO #*****
  Please advise that the vehicle Ms ****** purchased is greater than 6 years old and can legally be sold “as is” in the State of ***********. The vehicle warranty that was given at time of purchase is a courtesy dealer warranty valid for 30 days or 1,000 miles / whichever occurs first on engine and transmission complete mechanical failure only. Any repair work done on any item that is not the direct cause of engine or transmission complete mechanical failure is done at the discretion of the dealership on a case-by-case basis. At no point would any cosmetic or convenience features be covered by either ** State law or J&M's courtesy dealership warranty.  However, it was noted that the **** Ms. ****** purchased came with an aftermarket hard top and it was noted that it leaked at time of sale.  J&M has attempted to repair the leak on several occasions, see RO #***** & #*****. Ms. ****** has agreed to bring the **** back to our service department for a follow up appointment on 5/4/2023 to reinspect the leaks, address a noise from the heater, and to address a noise the **** makes upon acceleration from a stop. Please note that none of these items fall under the dealer courtesy warranty nor do they apply to the ** State warranty and are being addressed solely at the dealership's discretion.  A copy of ***********’s Used Car Warranty has been provided for reference, please see attached item named ** Z-4.

• Initial Complaint

  12/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Bought a vehicle from them 9/8 - had problem with it when driving home. Brought it back to be fixed. Then engine light kept going on and off. They claimed they could not do anything unless it was on! Was making a funny noise and my 30 day warranty was up (mind you they had the car for about a week and a half total) and so brought it to my mechanic. It was on October 31st - bone dry - NO oil, no oil light sensor. Called them to tell them and was told I could have driven it a LOT of miles - retired and on disability! Then, car doesn't want to back up - again to my mechanic and it ended up costing $3,000 - differentiator and manifold were no good. Now bring it to a "friend" because engine light still on and off and and while it was off he was able to detect that it was misfiring. I don't believe they checked this car out at all before my purchase of it - signed papers on a Thursday and didn't pick it up until the middle of the next week and had it brought back the next day. I called on 12-2 to speak to the general manager and as of today 12/6 no one has had common courtesy to call back. The person who recommended them called and they spoke with her that same day and said they would contact her on Monday when Service Dept. opens. I am waiting for her to call me back to see if they did. Very hurt - I don't have this kind of money to keep putting out. Thought I was getting a reliable car that was checked over but it doesn't seem so. If it was they would have known about the differential and manifold and there would have been SOME oil in the vehicle.

  

  Business response

  12/12/2022

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to Ms. ****** ********** complaint.  Please refer to the attachments as follows:

  ******** RPO & AFM DISCLOSURE
  ******** BUYERS GUIDE
  ******** K208 & SAFETY INSPECTION

  Please advise that under the CT Used Car Warranty Law, the purchased vehicle can be sold “As-Is” since the age of the vehicle is well over 6 years and therefore does not meet all conditions. J&M Automotive gives a minimum 30 day / 1,000-mile (whichever occurs first) warranty on Engine and Transmission mechanical failure only on all older retail vehicles as a courtesy.

  Ms. ******** purchased a 2011 ********* ******* on 9/8/2022 from J&M Automotive and declined the purchase of an extended service contract at point of sale; please refer to the RPO & AFM attachment. The complete safety inspection as well as the signed K208 has been included for reference.

  The only warranty repair work J&M has performed was on the submitted repair order within the 30 day / 1,000 mile timeframe – please note that the radio replacement was done as a courtesy as it did not qualify for warranty repair as stated on our signed Buyer’s Guide.

  Ms. ******** contacted our service department after her J&M warranty had expired; the services that were performed on 11/21/2022 by ******** **** ***** do not qualify for our J&M Automotive dealership warranty.

  J&M Automotive is a full service and repair shop as well as a used car dealership and would have performed the 11/21/2022 repairs on a retail basis for Ms. ********.

  J&M Automotive has fulfilled its warranty and cannot claim responsibility for different service facilities repair work or issue a refund for such.

  Please note this response is also being used with the *********** Attorney General’s office – **** Complaint ID: ********* for reference.

  Customer response

  12/13/2022

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

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  A car was purchased on January 22, 2022 the vehicle developed a power steering leak on February 11 the vehicle was returned to the dealership one week later repairs were complete and we were notified ultimately the mechanic left the keys on the service manager’s desk the business was broken into the keys were taken from the desk and the car was stolen and totaled the dealership originally they took full responsibility and promised to make everything right A week later one of the managers contacted us and told us the dealership accepts no responsibility and we had to go through the insurance company. The insurance company valued the car $3000 less than the financing that was secured also a $3000 down payment was put down on the car the car dealership told us they bare no responsibility to what happened and told us good luck we hope everything works out for you.

  

  Business response

  03/02/2022

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to Mr. ******* ****’s complaint. Please advise that Mr. **** is not the contractual and registered owner and we cannot respond in regards to the sales agreement made on 1/20/2021. Please have our customer, ********* ****, make the formal selling practices complaint and we will respond accordingly.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My son bought a car, 2011 **** ****** from J and M Automotive in 2020. Paid over 11,999. for it. It has been in shop twice once for cam phaser and now for motor. He had to rent a car both times to get to work. I would like him to receive some kind of compensation for the inconvenience of time loss and rentals. Thank you ******** ****** ***** ****** ****************** ******************* ************ ************

  

  Business response

  10/20/2021

  Thank you for your patience as it has taken some time to gather the proper documentation to respond to ***. ******** ******** complaint. Please advise that **** ******** ****** is not our customer and we cannot respond. Please have our customer, ***** ******* make the formal complaint and we will respond accordingly. Thank you

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