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:09/05/2024

  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.

  I bought a 2018 Ford Fusion, on 3-21-24. I put $3000 down and pay & $405 a month. Before I bought it I had concerns about the turbo when I test drove it, and brought it to the owner's attention. He had his mechanic check it and assured me that it was good and working properly. I know 4 cylinders are slow but this was ridiculously slow. The car was for my daughter, so for a first car it being a 4 cylinder was okay. So it's September 4, 2024. I haven't had the vehicle 5 months, and the check engine light comes on and guess what's wrong the turbo is bad. So now I've had to spend $1,000 on a new turbo and catalytic converter. I know I bought it as is no warranty and it's used, but it's the principle of it all. It's the exact thing I questioned and was assured it was all good and working properly. I make my payments every month as agreed upon, you could have at least been honest with me from the beginning, instead of treating me like I'm dumb. I guess that's how you make money, put a band aid on it, lie about it, and sell it anyway.

  Business Response

  Date: 09/06/2024

  Good morning, thank you for the heads up on Mr. ***** and his frustration. I have been a member of the BBB for many years with the goal of customer satisfaction as my driving factor for that membership. In reference to Mr. *****, I feel the need to give you a timeline of events leading up to today and to extend my desire to help my customers always and in this case even now. Please Note All vehicles I sell are 

  AS IS /NO WARRANTY 

  Timeline: Mr. ***** did purchase the Fusion on March 21,2024 and was given a good faith no charge ticket for a gear selector replacement. This good faith was completed, and no mention of a turbo issue on that ticket when it was dropped off for that good faith repair.

   I do however show some correspondence on March 27th referring to in Mr. ****** opinion the vehicle was having no power, and according to MR. ***** they were told it needed a turbo. so, we scheduled an appointment and on April 2nd I have an invoice where we waived our $200 diagnostic fee and checked the vehicle out to address his concerns for the need of a turbo.  That diagnostic appointment would've and did include a scan of all modules with no code registered for a turbo or catalytic converter issue. (A turbo if bad will give a code for under boost or engine under power). Please note I have a printout of that Vehicle System Report dated that day 4/2/2024 at 4:30 pm included showing NO TURBO or CATALYTIC CONVERTER codes. My service manager after scanning and driving the vehicle and not seeing a problem told Mr. ***** in his opinion it is a 4 cylinder, and they aren't fast (well a lot of imports have a better response than a domestic 4 cylinder) but we felt no need for repairing something with no codes and told Mr. ***** if the turbo goes bad, we can do a 1/2 down 0% payment plan and would waive the upfront costs in this case.

   

   We haven't heard anything from Mr. ***** until this letter and in my opinion if the turbo went bad it WILL set a check engine light however, there was no check engine light when we started our diagnostic in April.

  Mr. ***** probably experienced the check engine light engine under boost code and since he felt my comment about 4 cylinders and having no power on April 2nd that it was me in his words "treating him like he was dumb and putting a band aid on it lying and that's how I make money" My response MR. *****, I have been in business for 24 years and I ALWAYS check a car out prior to selling it (I have a diagnostic scan report dated January 19th, 2024, with NO CODES for a turbo or catalytic converter) included and I make sure that if there is something that needs repairing it doesn't go unrepaired. Granted I hate when people try to tie a connection to a repair 6 months later than their purchase date... Mr. *****  I told you if the Turbo did go bad later that I would fix it on a payment plan @ 0% interest because my cars are sold as is ....and to be clear in my opinion it WASN'T bad why did I think it wasn't bad you ask?  IT WASN'T setting a code, and I won't throw parts at something if I feel it isn't in need of that repair. 

   

  Mr. *****, I wonder if you had a catalytic converter code, check engine light that finally came on and you told your mechanic you thought it needed a Turbo and basically, he granted your request.... did your mechanic show you the codes for the Turbo and the Catalytic Converter? 

  Please forward this to MR. ***** if he hasn't had the vehicle repaired the same offer from April is in effect. What does that offer?  It's a payment plan to address the financial burden that this repair could cause.

  Mr. ****

• Initial Complaint

  Date:08/19/2024

  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.

  I purchased a 2012 GMC Terrain from Rust auto moye. The car cut off as soon as I got home. I took it back they told me they could clean the the throttle body and that was the issue. Then the same issue started to reoccur I called again they said it would be a month before they could look at it. The SUV then proceeded to start turning off while driving which is a safety issue so I had to take it to the dealership. Even though I had the car for a short period of time I had to pay 200 for it to get looked at, which will not be going towards fixing the car. The business now say I have to pay 400 for them to fix the problem because they put a new motor in the vehicle and didn't program it to the car causing an electrical issue and the rest will be added to my payments all together it will be about 1000$ to fix on top of me having to find other transportation on my own and still pay on the car note. I put down 2000$ and have been paying my car note on time. When I call to try to find a resolution I was told he doesn't care about anything else bring him the money and he will decide if he wants to fix the problem or not. The car was purchased at the end of May 2024

  Business Response

  Date: 09/05/2024

  Good afternoon and please be advised that I have not seen a first request in regard to this complaint. Please contact my office and speak with my office manager Portia ***** so as to try and figure out what happened to avoid a problem in the future. In regard to Mrs. ******* I really don't know where to begin in response to her accusations. I did sell her a 2012 GMC Terrain on 5/10/2024 and I have tried to address the concerns she has in reference to the mechanical issues that she is having. In trying to speak about this customer/dealer relationship it makes it difficult to try and help. 

  PLEASE REMEMBER this vehicle was sold AS IS NO WARRANTY and technically I don't have to work on it. but I do care about my customers and want to problem solve if I can.  I think the first issue is that it is very hard to speak with a customer that lets her frustration bring an attitude and get her to a place of aggravation therefore, my staff and I end up getting to a place of not wanting to work on her vehicle much less give her discounts and a payment plan... I mean why try to help when you can't even talk without verbal assaults and listen to her be ugly to us. 

  Florida law says we don't have to work on her vehicle since it was sold as is no warranty. 

  The facts are #1) 5/10/2024 she purchased the vehicle from us and This vehicle had a BRAND-new engine installed prior to her purchasing it, not a used motor but a new crate motor with a 4-year unlimited mile warranty.

  #2) 5/15/2024  Her initial complaint brought to the attention of my service department on 5/15/2024 was her vehicle would cut off when she turned the TV's on for the kids (It has an entertainment system from the factory) but, it would crank right back up though... it made our shop assume the throttle body might need to be cleaned a common problem with these symptoms that she was describing because we knew there was a brand-new engine in the vehicle and that was the logical explanation.

  #3) 7/8/2024 she called saying the vehicle was cutting off, so we scheduled an appointment for 8/7/2024 a month later because our service department was very busy!!

  #4) she contacted our office and said car cutting off and felt unsafe, so I had her drop it off on 7/16/2024 as a work in and not an actual appointment she paid a $200 diagnostic fee, and that fee is applied to any repairs that we do. I don't know where she says the $200 isn't applied as it's ALWAYS applied and goes towards the price of the repair costs for all of my customers  

  #5) the vehicle was checked by my service department, and it pulled a code for a bad wheel speed sensor and a catalytic converter needing to be replaced and possible electrical issues.  

  #6) I gave her a quote for repairs on this vehicle we concluded that it needed a wheel speed sensor with wheel bearing $183.29 a catalytic converter $576.09 discounted to $306.09 a humidity sensor normally $125.00 discounted to no charge and we also recommended a fuse block assembly normally $245 to $100. and the diagnostic fee would be applied towards the 50% down that I require on service work and the balance is paid in $50 payments at 0% interest. I do not charge interest on service work. 

  #7) Mrs. ****** put 7,000 miles on the vehicle in 2 months and so I put the repair on our payment plan we offer our customers. labor and repairs totaled $1199 with $400 down since the diagnostic fee credit would apply towards the almost $600, she would need to get her car picked up.

  #8) Mrs. ****** never paid another payment, and it went into default, and we sent a 10-day letter of intent of repossession on August 6th, 2024.  she never responded and the vehicle was put back in inventory August 17th, 2024 and a repossession title was applied for from the State of Florida.

   

• Initial Complaint

  Date:04/07/2023

  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.

  I purchase this vehecial in November $3000 down $360 a month to me back and fourth to my medical app.im disablie on a fix income only had for 30 days when problems occur report it to dealer there response to me were they not working on customer car @this time. Two month later the transmission goes out they tell nothing about unless can up with a thousand more dollar @this point i dont what else to do seeking help. Sign EDNA ********

  Business Response

  Date: 05/02/2023

  To whom it may concern;

  Please be advised I called Mrs. ******** on Friday April 28th and discussed the fact that the BBB was involved and that I wouldn't be able to give her a refund of her down payment per her request.  The vehicle was sold as/is no warranty and she has owned the vehicle since November 29th 2022. I discussed why we don't do any service work for a few months because we are trying to get vehicles serviced and ready to sell for tax refund season. I told her I would replace her transmission and split the cost of the repair. She is interested in taking me up on this option however, the account has to be titled back in her name since she voluntarily returned the vehicle, and we currently have a repossession title in our name and there will be costs for sales tax as well as title and tag fees. I am getting her a total and she will advise. 

   

  Regards,

   

  Rusty Moye