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:02/06/2023

  Type:Product 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.

  Transaction Date: January 20th, 2023 Purchase Amount: $11,677.64 Purchase of a used vehicle We purchased a vehicle for this dealership, and within 3 HOURS, the vehicle had mechanical problems. We reached out to them, and they arranged for a tow truck to pick up the vehicle. While the car was being towed, we observed transmission fluid on the floor. Three days later, they told us that the problem was that the transmission drain plug must have fallen off as it was missing. TWO days later, the engine, oil, and tire pressure sensor lights turned on. We took the vehicle to our trusted mechanic and discovered the following issues:The transmission is leaking. Failed catalytic converter Bad breaks Worn shock absorbers.Worn tires and two bad tire pressure sensors. Observed the passenger front tire assembly and the headlight are in a much newer condition than the rest of the car. Based on markings and condition, the mechanic suspected the vehicle was in an accident and was not reported. The mechanic also suspects that the odometer was disconnected or replaced. Therefore, the recorded driven miles are inaccurate, and the car has way more than the ****** miles reported. Overall the car is in worst shape than reported. Being a 2017 ******* Accent with ****** miles, we expected the car to be in a much better condition. We contacted them again to return the vehicle or at least cover some of the repair costs (in total, over $5000). They entirely refused and did not want to work with us, claiming that they did not know what we had done to the vehicle since we purchased it. We have only had the car for ten days, 3 of which were in their possession, and have driven for about 70 miles. We suggested taking it to their trusted mechanic or a ******* dealership to confirm our findings, but they refused. We believe that the vehicle was not inspected before the sale, and the mechanical issues could not be observed by a simple test drive or an incomplete car history.Thank you

  Business Response

  Date: 03/02/2023

  Dealer Response:

  Customer took extended test drive in our 2017 ******* Accent and when they returned they said the car drove great and they would like to purchase. In addition they wanted the car to be detailed again to which I agreed that was an additional cost to us of $150, I also took $500 off the sale price because they had a new driver and I wanted them to be happy with their purchase. After taking delivery of the vehicle several hours later they called and said they were having an issue car wasn't going into gear, so I sent a tow truck immediately to pick up the car and had towed to my 30 plus years mechanic at our expense $207.00, my mechanic determined the transmission drain plug was missing and lost all transmission fluid so the vehicle went into safe mode. I asked him how this could happen he said this doesn't just happen on it's own it's 2" x 1 1/2" threaded plug they are meant to not come loose or out. My mechanic replace it with a new plug and filled transmission with fluid at a cost to us of $197 and inspected the entire transmission for any leaks and found no leaks existed, he then drove the car and the car ran great with no issues. I drove the car when I got it back as well around town and on US 19 at speed absolutely nothing wrong with the car. In  regards to the time we had the car it was a weekend and we're closed Monday they said it wasn't a problem but of course now it is right? When I contacted the customer I started to tell him that the car lost transmission fluid he immediately said the plug was missing right and I said how did you know that he replied my wife guessed which is completely not believable in my mind and later after a subsequent conversation he tried to deny that he said he knew the plug was missing, something is definitely off with their story and the customer admitted when I pulled the car out of the parking space that it's been in for 3 months there wasn't one drop of oil on the ground. Transmission fluid is very thin unlike engine oil and if the plug was loose at all it would have leaked while it was here for 3 months. This car was checked out and driven a minimum of twice a week and never had one problem with this car after all it's a 2017 with 45K miles. ** far as there claim of lights coming on anything is possible it is a used car but the car left here with no lights on and has never had a light on while I had it, if I have a car with a light on I fix it every single time without question. Just the fact that they are complaining about a tire pressure monitor light tells me what we're dealing with with these people, they think everything she be perfect as if they are buying a certified preowned vehicle but of course they don't want to pay for a certified preowned vehicle. We inspect our cars and fix what needs to be done so we're confident when a car leaves our lot it left in good working order, 99% our our customer's are very happy but there will always be a couple you can't make happy usually because they have unrealistic expectations in my opinion. In addition their trusted mechanic isn't a mechanic at all he's a tire changer at a tire store known for the "UP SELL" and not an ASE Certified technician. In regards to the odometer question that's just down right absurd I'm attaching the Carfax as it verifies the mileage is correct! With respect to the comment that the car was in an unreported accident I don't believe that but anything is possible we can only go buy what information Carfax provides just like the consumer, we don't have crystal ***** over here. My advice to them is get the car away from the person giving them bad information and drive the car and it'll be fine. Now I have attached the "AS Is" form that they signed as well as the Carfax as supporting documentation. I will not be commenting any further on this issue as these people have been untruthful and have smeared our business on every platform, there is absolutely nothing I will do for them.

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19335906
  
  I am rejecting this response because:

  Hello BBB

   

  I want to keep the complaint open, as the salesperson is incorrect in regard to his statements. The test drive was no more than 20 min, we can provide time-stamped receipts and security camera footage to prove that the car was not driven to any mechanic until the following Saturday. 

   

  We educated ourselves during the weekend to try to understand why the transmission fluid was on the floor, which is why we AGREED with his assessment of the missing plug, but he mentioned it 1st.  

   

  We have the parts for the repairs we completed to demonstrate the car assessment by our mechanic and confirm the vehicle's condition when it was purchased. If the car was checked by their trusted ASE Certified technician he failed to correctly inspect the vehicle and had the error codes cleared to avoid the warning light to come on. He would not have left a loose battery and observed that the car had to faulty TPMS sensor (one, as the other was missing). The detailing was mediocre at best, as the car was filthy with leftover food in the glove compartment. 

   

  They are the ones being untruthful, at this point we have fixed most of the issues ourselves and we have a loan to pay, so we have no option but to keep the car. 

   

  I'm not sure what else to do. 

   

  Kind Regards

  **********************************************

   

  Business Response

  Date: 03/17/2023

  I was informed yesterday in writing that this complaint was closed in writing and do not believe it should have been reopened, it's absolutely ridiculous if they can't respond during the allowed time frame this reflects bias.

  Once again there were no known issues at the time of sale with the car, things can occur at anytime with a new or used car though. We try and do our very best to make sure our cars leave the lot in good working order as we want happy customers that come back and refer friends and family etc.. The customer's only objection at time of purchase was the weren't happy with cleanliness of the vehicle so agreed to have it detailed again which I did. These people are the kind of people you can never make happy they want a new car and new car experience but they don't want to pay for it. The test drive was definitely longer than 20 minutes as well. We do not clear warning lights to deceive anybody as that's just bad business and warning will come back on minutes after driving so that accusation is absurd and unwarranted. This was just a simple case of buyers remorse and now it's straight out harassment! Next step will be filing a cease and desist order with the courts.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19335906
  
  I am rejecting this response because: I want to make it clear that they are threatening with legal action, which I believe it is excessive and unnecessary. We just wanted the BBB be aware of the issues we encountered with this dealership and hear our complaint and possibly recuperate some the money we had to spend on repairs. Particularly for items the items that a licensed mechanic should have pointed out when had the vehicle inspected (bad breaks, faulty and missing TPMS sensors and the catalytic converter). Pictures are worth a thousand words and they prove our findings. We know what happened and that is what's matter to us. we would not have any further communication regarding this issue and complaint can be closed, we do not agree with the decision.    
  
  Sincerely,
  
  **********************************************

• Initial Complaint

  Date:10/31/2022

  Type:Sales and Advertising 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.

  10/19/2022 I leased a vehicle ********** jetta 2011 I was reassured several times there were no issues with the vehicle I put ***** down the dealer told me there was no warranty for vehicle but again assured me there was no issues within the matter of 2 days the car wouldnt start so he begged to look at the car instead of us taking it to a dealership to have it diagnosed he told us it was the battery and that he had replaced it but that was false because I almost lost my life when the car shut down while I was driving in the middle of traffic i am seeking a full refund also with the financial company I was leased through the owner said he hasnt even finalized the deal with the dealership before he had me sign the contract I am seeking a full refund

  Business Response

  Date: 11/23/2022

  **************** purchased a car from us on 10/19/2022 the vehicle was financed through one of our lenders ******** financial. I already had concerns about selling **************** a car because she was at our dealership earlier in the day and after initially agreeing to buy the car she spoke to a financial planner at her place of employment in front of me and he advised her not to buy the car because of high interest and she was also having difficulty understanding the numbers which I explained many, many times but she apparently didn't believe the math, so she was having a lot of doubts about buying the car. I have been working in this industry for 15 years and I know it's not in the best interest of our dealership or the consumer to enter into a contract if either party are having doubts. I advised her that I'm not comfortable selling her the car if she is having any doubts as it is a big commitment and financial responsibility and that I wanted her to be sure about her purchase. At this point she became very angry and was yelling and frankly just being rude. After leaving here she called our sister store where she spoke with the owner's daughter and was once again was very aggressive and threatened to have the owner's daughter fired. Later that afternoon her father called me and said she still wanted the car and he advised her to do the deal and explained to her the numbers are correct. In addition the bank offered a warranty and *** insurance option on the financing which I went over with her, she chose the *** insurance and declined the warranty and I quote "No I'm trying to be smart with my money right now". I also explained this to her father that she declined the warranty as I went over the numbers with him prior to her coming in to the store and sent him bill of sale and front page of retail installment contract for his review. I explained to her father my position and my concerns and he asked me to please let her buy the car and that he had spoke to her and calmed her down and she wants to move forward so I agreed to sell her the car. She came back in that evening and apologized and I sold her the car "AS IS" which she acknowledges in her complaint. The customer did test drive the car. We do our very very best to ensure our cars are in good working order when they leave as we want happy customer's that send us referral and repeat business. Four day's later I get a call that her car won't start so I went through a series of steps with her to try and diagnose the problem via text because I was in the emergency room at the time. I asked her if she left any lights on and she sent me a picture showing me that the map lights were on overnight. She had the car towed to my mechanic per my request, my mechanic couldn't find anything wrong with the car he charged the battery and car ran fine and I drove it myself to be sure. She said she had AAA come out and they checked the battery but I can't speak to what they did or didn't do. I trust ************ of over 20 years. Two days later she broke down again and had the car towed to our lot. I had another mechanic of ours check for any other issues and it was determined that the fuel level sensor had failed and was reading incorrectly so when tank was empty the gauge was reading a quarter of a tank. There is know way of knowing if something like this exists because it doesn't throw a code when it fails and we always keep our cars with a half tank of gas. We made repair/replacement at our expense and she picked up the car that night. 18 days after she had the failure and 26 day's after she bought the car she is disputing her payment to us for a $1000.00 and I'm having to deal with that with merchant services, now this with BBB. Cars are mechanical and failures do occur and are never convenient and always unfortunate. We have went above and beyond our legal obligation to **************** and cannot and will not do anything further. This is a simple case of buyer's remorse at this point with harassment and any future issues with **************** we will have to seek a cease and desist order. Please see attached supporting documentation.