Complaints

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 13 2024 I purchased a used vehicle from Outright Auto. Outright Auto issues a 30 day 1000 mile warranty on all of the vehicles they sell, supposedly. The vehicle I purchased had an critical engine failure 2 weeks after purchased and now Outright Auto is blaming me for the vehicle breaking stating negligence on my part as if I caused or purposely damaged a vehicle I just purchased. They can’t even properly diagnose the vehicle to know what caused the failure so they just blame the customer. This business will not return phone calls or emails. Horrible customer service and an incompetent technician that supposedly checks out all of the cars they sell and says they are in top condition. Don’t buy a vehicle from these guys because if you have any issues they will find every excuse in the world to stick you with the full repair cost.

• Initial Complaint

  12/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have made several attempts to contact the dealership with the goal to try and get my 2014 BMW 750I repaired due to engine/motor issues. The vehicle which has a purchase order date of 10.28.2023 and a customer pick up date of 11.3.2023 has not been driven due to the engine misfiring and not being able to move even when placed in drive. I contacted the dealership on 11.3.2023 after picking up the vehicle requested a copy of the Warranty, spoke with **** who advised a copy would be emailed to me however, nothing. I contacted the dealership again on 11.17.23 to request a copy of the warranty and also notify them of the vehicle issue. I was told that a copy of the warranty would be emailed and also that the warranty covers the motor and transmission. As of 12.28.23 still have not received a copy of that warranty and took the car to BMW Passport on 11.20.2023 for a full diagnosis which I paid for out of pocket to confirm the exact issues of the vehicle. BMW confirmed the vehicle needed immediate Engine Repair. I contacted the dealership again on 12.23.2023 and emailed them the total estimate for repairs. **** ensured that he would have the mechanic review the order to see how the issue can be resolved/repaired and then get back to me one day after Christmas. Since no one called I made a follow up on 12.26.23 and spoke with Frank who confirmed that the email was received and that he would notify **** who would call back the same day and yet I still did not receive a call. on 12.27.23 in which I spoke with **** who said the owner John Farrow indicated their Mechanic is not certified to work on BMWs and the car issues are not related to the engine/motor is false. The dealership ensured that I would receive a call from John Farrow to try and come to a resolve but no call. I had requested in writing via email that the vehicles repair bill either be paid in full so that BMW can complete the work or the dealership buy back the vehicle entirely.

  Business response

  08/12/2024

  See Attached. 

   

  Customer response

  08/12/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.Please note that Outright Auto sales denial of allegations are an insult.   I have made several attempts to contact the dealership with the goal to try and get my 2014 BMW 750I  repaired due to engine/motor issues. The purchase order date was on 10.28.23 and the vehicle was picked up on 11.03.2023 in which I was NOT provided with a copy the warranty therefore I contacted the dealership and spoke with **** on 11.3.23 who advised the warranty was emailed which again was not. I contacted the dealership again on 11.17.23  to request a copy of the warranty  and also notify them  of the issue that the vehicle was having.  I  was told that a copy of the warranty would be emailed and also that the warranty covers the motor and transmission.  I  still had not received a copy of that warranty and ended up taking the car to BMW Passport on 11.20.2023 for a full diagnosis which  I  paid for out of pocket to confirm the exact issues of the vehicle.  BMW confirmed that the vehicle needed immediate Engine Repair and stated in the report that the engine is whistling abnormally , Misfire Cyl 3 crankcase line/oil separator in bank 1 valve cover is faulty.  I contacted the Dealership again on 12.23.2023 and emailed them the total estimate for repairs. **** ensured that he would have the mechanic review the order to see how the issue can be resolved/repaired and then get back to me after Christmas. Since I heard not heard from the dealership I called again on 12.26.23 to follow up and spoke with ***** who confirmed that the email was received and that he would notify **** who would call back the same day and yet I  did not receive a call. My last attempt to contact the dealership was on 12.27.23 in which I spoke with **** who claimed that the owner **** ****** indicated that their  mechanic was not certified to work on BMWs and that my car issues were not related to the engine/motor which in fact based on the documentation presented from BMW (Certified Dealership)  there were engine/motor issues.  I requested to speak with the owner **** ****** however, he was not available therefore I requested a callback to a resolve the issue  yet he NEVER returned my call.I contacted the office  again on 12.27.23 before the end of business day,  spoke to ***** since I never received a call back from the owner **** ****** and made it clear that if the issue was not resolved then I would have no choice but to file proper complaints and  start legal proceedings.  I have tried several times to come to a resolve yet the level of unprofessionalism and lack of communication  not leave the dealership in a good light which I filed complaints and started legal action. I NEVER took the car to an outside  "mechanic" the vehicle was taken to PASSPORT BMW which is a CERTIFIED dealership for a full diagnostic report.  I provided all proof of communication that I tried to make with the Dealership and yet they refuse to resolve the issue and now I am SUING them. Regards, Complaint ID: 21066803      

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Nov. 5th 2022 I drove to Outright Auto in Townsend DE from Silver Spring MD & bought 2016 Mercedes E350 4Matic *************7620 Fran was the salesman & Jemain processed paperwork, $5k cash deposit was made & split the deposit as OA doesnt accept large down payments which I've never heard of from a dealer, $2K paid to OA via payment processing system $3K CashApp to employee Jonathan Ferrell I signed all docs as requested & confirmed OA transfer MD NAT0781 tags to new vehicle Nov 3rd paper tags issued I bought the car on Nov 5th I had 2 wks to get MD State inspection MSI completed & certificate emailed to OA Time passed I called MD DMV to check status of tag transfer, nothing in the system Called OA spoke to Fran & Jemain they stated Title sent to 12min Tag & Title. Agent from MD DMV advised me to call 12Min T&T to check on transfer status Reached out to 12min T&T by phone/email they had no record of my title work being submitted by OA Its been back & forth between OA & myself always a story/lie My 1st set of tags expired Jan 3 2023 I had to reach out to OA for new paper tags OA assured me my tags would be sorted out by the time the 2nd set of tags expire The 2nd set of tags have expired, calls & attempts to get new tags have gone unanswered I received a text on Fri Feb 23rd from OA saying tags are issued after they expire, which i replied my tags expire Sun Feb 26th 2023 I drop my kids to school & go to work. No reply My tags expired. Mon Feb. 27th calls & communication to OA has gone unanswered, I cant drive unless i risk getting a ticket This is unfair as I have followed all protocol purchasing the vehicle, I pay my car note on time yet i inconvenienced. I was also pulled over 2/22/23 by DC MPD as i was in transit from work in regards to my paper tags etc. big inconvenience Officer stated my DE paper tags & registration are fraudulent I received 2 tickets. DE DMV complaint submitted Outright Auto needs to complete MD NAT0781 tag transfer to VIN# ***************20

• Initial Complaint

  02/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In the last days of November 2022, I purchased a vehicle from Outright Auto LLC. I was told verbally that I had a warranty that covered the drive train of my vehicle. I’m not auto-savvy, a quick google search tells me “any part that is responsible for making the car move is a part of the drive train” and even asked a Honda Repair Shop if this was true, and they said it was. Not even A month later, I’m hearing some clunking sounds when I turn, and it was diagnosed as a faulty CV Axle. I called Honda again, to inquire if this was a part of the drive train, they said it was. So, faulty CV axle, within a month of my purchase, this should be covered by my warranty, right? Nope. They refuse to honor the warranty, and are putting the blame on me for not properly maintaining the CV axle myself. (In a response to my public google review) Fast Forward to today, the CV joint fails, and I cannot afford the repairs at this time. Leaving me with a new (used) vehicle with the T-tags on it, that doesn’t even move.

  Business response

  08/12/2024

  Mr. ****** purchased a 2012 Honda Odyssey from Outright Auto LLC on 11/29/2022. At that time, every vehicle that was sold from Outright Auto came with a free 3month/3,000mile dealer warranty with the terms of the dealer warranty coverage laid out on our Buyers Guide and signed by each buyer. At the time of sale he chose to purchase a 24month/24,000mile warranty (Wynn's extended care, inc.) from our lender, Credit Acceptance Corporation, as many customers do. As soon as this extended service contract was purchased it voided our in-house warranty as you cannot have 2 active warranties at the same time. Within a month or so, Mr ****** informed us that his vehicle was making a noise coming from the front end. He told us that he had it diagnosed at another shop and that it needed a new CV axle. We told him that wasn't an issue and proceeded to contact Wynn's Extended Care to obtain an approval so we could replace his CV axle under warranty. Very quickly we obtained an approval and told him we could repair his vehicle under warranty but he would be liable for his $100 deductible. This didn't sit well with ****** and he demanded that it be covered for free. This is not a realistic request. Please see attached supporting documentation and let me know if you have any questions.

  Thanks
  

  Customer response

  08/19/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. Hello! I apologize for not replying before the deadline.I have reviewed Outright auto’s response and they’re lying.1) I was not made aware that purchasing a warranty through the finance company would void the warranty given by outright auto. Even In their response that I read they made it seem as if that was an optional choice, which it wasn’t. 2) I paid off the vehicle and had the warranty cancelled (because it was cheaper) under the assumption that I still had a warranty from the dealership.3) When I went in to speak with them, they did not tell me any price at all, they said that I didn’t have any options and there was nothing they could do, and then I left the premises. They have audio and video recordings in their office where all of this transpired. 4) I had to pay some friends (non auto-professionals) to make the repair. I have no documentation for it. I don’t think I’m in a position to sue them for losses, I want them to be sued for false advertising. 5) They have stickers on every single vehicle window claiming they’re covered by warranty, and they do not verbally disclose that it gets cancelled if you chose a financing option. I would be happy to continue my claim if at all possible and attach this information. Thank you for your time, Regards, Complaint ID: 18970930    

  Business response

  08/19/2024

  Im sorry that you feel the way that you do, however I stand by my businesses decision. The warranty terms are very clealy laid out on the buyers guide that is displayed on every vehicle that is for sale, in addition you were also given a copy to take home. It is not the dealerships responsibility to read every word of the warranty agreement out loud to you.

*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. ↩