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:08/21/2023

  Type:Order 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.

  In May 2023, my mother in law purchased a van for this company and took out a loan with said company. After being in the hospital for a month and trying to keep the payments as up to date as possible, the van was repossessed on the 4th of August and in trying to get the vehicle back and requesting a copy of the contract for the vehicle she was told that she already had a copy and that they do not have to provide a copy of the contract to her.

  Business Response

  Date: 08/23/2023

  We email all our customers copies of their paperwork before they leave the lot. We have them initial the deal folder saying they received the copies. If for some reason she deleted the email or she can't find it, we are happy to re send them. However, we are not allowed to give copies of paperwork to someone that is not on the deal. There are privacy laws that we must adhere to and if we give ****** ****** copies of the deal when she is not the registered owner then we open ourselves up to consequences we would rather not face. I am attaching a pic that shows the owner (******* ***** )signed off. The person who filed this complaint is not on the  deal and is not the owner of the  vehicle. But she has cursed our title clerk out and was belligerent as soon as she realized she couldn't get what she wanted. We did not lose the contract or any other paperwork as this person stated.          

  Customer Answer

  Date: 08/23/2023

  
  Complaint: 20500346
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/25/2023

  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.

  My son moved to Pensacola on May 8, 2023, and purchased a 2013 Dodge Charger from Auto Network on May 11, 2023 for the sticker price of $7500.00 plus tax and title. This car was not being sold "as is", meaning there were no prior known issues, nor did it come with a warranty. There was a cracked passenger side window, for which the dealer applied a credit of $134.00. On 6/21, my son filled the antifreeze, and on 6/30, had the oil changed and two filters replaced. Shortly after, he noticed oil in the antifreeze, and immediately sought to take the car to a reputable mechanic. However, before he could get it there, the engine blew up and the car had to be towed. Upon contacting the dealer, he was told that the only check they do on the cars is driving them from the auction to the dealership, and if they drive well, then they are sold. We were also told that this was a prior police vehicle, and the service performed on those vehicles was all up to date. My son and husband went to the dealer and spoke with the manager, who gave them three quotes to replace the engine. The cost of a new engine was more than the cost of the car, and to replace with a used engine was $4700. My son is unable to afford either of those options, and asked if they would purchase the vehicle back. They could fix it and resell it for even more money, but the owner told him, after three phone calls made to them, that the answer was no. The manager then accused my son of not caring properly for the vehicle, insinuating it was his fault that the engine overheated and blew up. Admittedly, I did get a bit upset and told the dealership that I would be putting the word out that they are an awful place to deal with and no one should buy a car there, at which point the manager told me my attitude was awful and he was going to help but then changed his mind because he did not want to deal with me. My son is a veteran, and there was more this dealership could have done.

  Business Response

  Date: 08/01/2023

  Auto Network has been in business in Pensacola for nearly 40 years. We do not sell cars with "known issues". If you buy a brand new car, you probably don't have to check the fluids very often, but when you purchase a 10 year old, previous police vehicle, it's a good idea to check them periodically.  Unfortunately we cannot predict when, or if, any of the cars we sell are going to have issues. We told your son that "adding fluids" and continuing to drive it was not the right thing to do, and we explained that if we had been informed the 1st time it happened that we could have helped with a simple repair before the engine was completely ruined. 

  When your son brought us an estimate you guys had received from a mechanic shop that added up to almost $15,000, we did offer to help by doing the engine swap for 4700/4800. That's dealer cost.

  The 2013 charger you our based from us, DID NOT have a blown head gasket when it was sold. Another mechanic shop worked on it(oil change/filters) then it ran hot and showed oil and water mixed according to your complaint. I would be contacting them. We hate that any of our customers have issues like this and we empathize with the frustration that goes along with it. However, helping complete the repairs at the cost of 4700 is the best we can do to help. Thank you

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20368238
  
  I am rejecting this response because:

  1. While I understand that this business would most likely not sell a vehicle with "known issues", the amount of complaints on various review boards from customers with the same exact issues as ours far outweighs any positive statements about this business.   To me, that signifies that this business is not doing due diligence in assessing vehicles prior to their sale.  

  2. Telling my son that "adding fluids doesn't fix the problem" is not an appropriate response to a customer's complaint.   More than once, this business blamed him for the engine issues, rather than take ownership of the problem or at least offer to make it right.  It is appreciated that this business offered to fix the engine "at dealer cost", charging labor fees and "garage fees" above that is not "customer service".

  It is a shame that a business of "40 years" is better represented in the community.   I will most certainly never recommend this business to anyone.   The salesman assured us that "as a police vehicle, this car was well maintained", which was a help in the deciding factor to purchase the car.   However, with these types of assurances and the lack of standing by their vehicles when they fall apart, it does not seem that this business fully understands "customer service".   I wish them best of luck, but again, judging from the online community of people that have been disappointed by their vehicles and service, it is just a wish.
  
  Sincerely,
  ******* *******

  Business Response

  Date: 08/28/2023

  My apologies. I didn't think I was supposed to respond to the last correspondence from the customer. We did receive it and I did read it. We regret the whole situation and we don't ever want our customer to be unhappy. We are still willing to do and engine swap at the same price we spoke about previously (4700) just to try and help. But we still feel as though it's not a coincidence that the engine blew up after getting work done on it. We have had customers in the past that have had oil changes done and they didn't put the right amount of oil back in or didnt tighten the drain plug back and the oiled leaked back out? It just seems like the car was good enough not to raise any red flags during the time you were looking at it, and apparently was good while your son was driving it also, at least up until they did the oil change. Anyway, as stated, we would still do the engine swap for 4700. They could pay half up front and the other half when they pick the car up, if that helps? thank you.

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  Sold me a car that they cleared codes prior to buying. I’ve put over $12,000 in repairs and have at least & $10,000 more to go to even get it back on the road. They lied and tried to cover up vehicle issues and I still owe $6500 on it. I’d like them to cancel the balance and let me just start getting this vehicle fixed since they have got more money than they have paid for it already

  Business Response

  Date: 08/08/2023

  The cost of repairs (or estimates for repairs)that the customer has stated is exceedingly high. We would have been happy to help the customer complete the necessary repairs at a fraction of the cost of these numbers that are being quoted. Having said that, we can't be responsible for what happened in the 2 or 3 months the car was being driven, along with having been to another shop in between. They also continued driving it, knowing there was a coolant leak which is def a problem. It is an unfortunate situation, but we know the car was mechanically sound when the customer test drove it multiple times and when it left the lot. We will not be able to write of the balance owed.

  Customer Answer

  Date: 08/09/2023

  I want to point out that when I test drove this van before buying it the van had no engine lights on by would not shift past 3rd gear. They sent it to the transmission shop and said a solenoid was replaced and was good so I completed the purchase and drove off the lot and got down the road and 3 lights came on within 10 mins of driving. I called they said their mechanic was pretty backed up and the oil light would not stop dining so I had to take it into Firestone to get that fixed $1,200 and the BHPH said they would take it off what was owed since there was no driving with constant dinging and after just putting all that money down makes no sense that other than the fact that they clear codes before buyers test drive

  Customer Answer

  Date: 08/10/2023

  
  Complaint: 20358611
  
  I am rejecting this response because:

  I want to point out that when I test drove this van before buying it the van had no engine lights on by would not shift past 3rd gear. They sent it to the transmission shop and said a solenoid was replaced and was good so I completed the purchase and drove off the lot and got down the road and 3 lights came on within 10 mins of driving. I called they said their mechanic was pretty backed up and the oil light would not stop dining so I had to take it into Firestone to get that fixed $1,200 and the BHPH said they would take it off what was owed since there was no driving with constant dinging and after just putting all that money down makes no sense that other than the fact that they clear codes before buyers test drive

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

  Business Response

  Date: 08/25/2023

  As stated previously, we want all our customers to be happy. In this case, we did send the vehicle out to ***** Transmission for a shift solenoid during the purchase process. We don't clear codes for a test drive, they are going to come back on anyway. We have been selling cars long enough to know that is just going to cause more stress and drama on us. We just don't do that. Period.

  Other than the tranny solenoid, we were not aware of any other issues with her car until almost a year later when we called her because of a late payment. As we understand now, the issue she is having is the air conditioning? If that is the case, we would be happy to check that out for her and help her get the A/C working properly. It won't be free, but a fraction of what a normal shop would charge. She would pay for parts and a small shop fee. We won't change things that don't need to be changed.  So, we can help with the repairs on the air conditioning but we still can't write off $6500 balance. (The exact payoff is actually $6087.91) thank you for your time.