Complaints

• Initial Complaint

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a 2013 Jeep Wrangler on the 12th of october. I paid $1,000 and a trade in car as a down payment. They stated the check engine light was on yet i still have to pay full price for it. Secondly, we stated we had to use the car on October 30th, then we would take it in to get warranty work done on it. They specifically said it would be no problem as it had a 2 year warranty. during the drive back on November 3, the cars engine dropped two cylinders and blew a head gasket. We called the dealership stating this and they said, along with the warranty company: The warranty hasnt gone through yet, you will have to pay the fees. Said fees are $10,000 dollars. We keep trying to file a claim yet no one is doing anything and the car doesnt even run anymore and needs a whole new engine.

  

  Business response

  11/25/2024

  
  Thank you for bringing this to our attention. We truly value your feedback and want to address your concerns.
  Our team has been working closely with you to assist in this matter. We helped coordinate getting your vehicle to a repair facility capable of handling the warranty claim, ensuring that the process moves forward as smoothly as possible. We understand how frustrating this situation must be, and we are committed to reducing any additional stress during this process.
  The warranty process can sometimes involve unforeseen delays, and we are doing everything in our power to advocate on your behalf with the warranty company. We encourage you to stay in touch with us as we continue working toward a resolution. Please dont hesitate to contact us directly if theres anything further we can do to assist you.
  Thank you for your patience and understanding as we work through this together.

  Customer response

  11/25/2024

   
  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

  10/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 11th I purchased a 2017 ram for $16k 94 days after purchase the truck blew up. Had it towed to ****************** in ******** and they told me the engine was completely blown that the oil had been overfilled and codes had been cleared. The estimate they gave me was $13k. I called the dealer I purchased the vehicle from but manager was out of town and they would get back to me. In the meantime I started calling other mechanics and the lowest estimate I got was roughly $11k. Family ended up coming through who work at a ******* dealership in ****** and said they could do it for $8400. Still no word from the dealer i bought the truck from and it had been 8 days since the truck broke down so i finally wrote a bad review on ******. They finally reach out maybe 1 hour after the review and say they would talk to their mechanic and owner and see what they could do. Another week goes by with me reaching out numerous times to no avail. Finally they get back to me saying they could get me in a used engine and the engine would be $5k but they couldn't give me a quote on labor at the time but said that would be hard to get that down in cost. I told them my family at ******* had a remanufactured engine with a 4 year up to 100k mile warranty and could do it for cheaper so they said to go with that and they would talk to the owner about helping financially. I sent the estimate over and reached out numerous times through phone calls and text messages and got no response. In the meantime I had it towed again from ****************** in ******** to ******* in ******. They started taking it apart and they see that the engine and parts are a mix match of 2013 and 2014 parts which was not disclosed to me at purchase. I reach out numerous times asking about this with no answers. So I update the review with new info as they had replied to my review claiming to be staying in full contact with me and trying to help which wasn't true. I continued to reach out but have been ignored.

  

  Business response

  11/07/2024

  Thank you for your feedback regarding your recent experience with our dealership. We strive to ensure that every customer has a satisfactory experience and are sorry to hear of the challenges you have encountered with your vehicle. We appreciate the opportunity to provide clarification and respond to the issues you raised.
  As noted, you purchased a used 2017 Ram on June 11th, and per the terms of the purchase, it was sold "as-is." This standard "as-is" condition was agreed upon at the time of purchase and means the buyer assumes responsibility for any maintenance and repairs following the sale.
  Upon review of your case, it appears the vehicle had been driven for approximately ***** miles over a period of three months without any documented maintenance or oil changes. Lack of regular oil changes and engine maintenance can significantly impact the performance and longevity of a vehicle, especially for a used model.
  While we always aim to address customer concerns in a timely manner, our team may have been limited by scheduling factors in this case. We sincerely apologize for any delays in communication you may have experienced and will be reviewing our response procedures to improve service for future customers.
  We understand that purchasing a vehicle is a significant investment and regret that you have encountered these issues. If there is anything further we can address or if there are additional questions regarding your warranty or as-is purchase agreement, please let us know. We value your feedback and hope this response clarifies our position and the terms of sale.

   

  Customer response

  11/08/2024

   
  Complaint: 22494809
  
  I am rejecting this response because: As is doesn't cover not disclaiming that the only thing 2017 about the truck was the body. The internal components were mix matched junkyard parts ranging from ********* my truck also has a great feature that shows when the oil needs to be changed right on the dashboard after fuel economy it shows what percentage the oil is at and at what percentage it needs changed as no sticker was placed on windshield and the dealer told me they had done an oil change and turned the truck over checking for any issues. Had that actually been done just poking your head under the hood you would have seen dates posted right on the engine cover that should have been a red flag. I could understand not seeing the date on the engine block itself but the cover and other internal parts have dates posted. As is doesn't cover not disclaiming major changes to a the trucks internal components. Trying to also then claim that the oil change had anything to do with the faulty junkyard parts in the 2017 truck when the truck has a feature to tell when the oil needs changed and since the seller at the dealer told me they had done it day of is insulting. I overpaid for a truck that wasn't actually a 2017 other than in body then 3 months later another $7k to replace the non disclaimed 2014 junkyard engine that was supposed to be the original 2017 engine. Between the undisclosed internal parts being different years and from a junkyard to the non responsive business and then when they do respong saying they will do what they can to help but then go *** again and offer no help. Ontop of trying to **** off the issues with the truck on the consumer when the business was in the wrong was just the icing on the cake. This response is an insult. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  11/14/2024

  Thank you for your feedback regarding your experience with our dealership. We prioritize customer satisfaction and are truly sorry for the challenges youve encountered with your vehicle.
  
  As stated, you purchased a used 2017 Ram on June 11th, and it was sold "as-is," per the terms of the agreement. This "as-is" condition was reviewed and accepted at the time of purchase, indicating that any maintenance or repairs post-sale would be the buyer's responsibility.
  
  Upon examining your case, it seems the vehicle was driven approximately ***** miles over three months without documented maintenance or oil changes. This lack of regular care can significantly impact a vehicle's performance and longevity,especially for a used model.
  
  While we always strive for prompt communication, our team may have encountered scheduling limitations in this instance. We apologize for any delays you experienced and are reviewing our response process to better serve customers in the future.
  
  We understand that buying a vehicle is a considerable investment, and we regret any inconvenience youve faced. Should you have further questions about your warranty or the as-is purchase agreement, please feel free to reach out. We value your feedback and hope this response provides clarity on our position and the sale terms

  Customer response

  11/17/2024

   
  Complaint: 22494809
  
  I am rejecting this response because: Literally repeating the same thing as the ****** review and previous response. As is doesn't cover a vehicle being gutted of its internal components and being replaced with mix matched salvaged parts from a junkyard and that not being disclosed at purchase. I already over paid for the vehicle to begin with finding out that it indeed had major repairs when it was stated that it had none. The only thing that was actually 2017 on the vehicle was the body. Ontop of that the engine blows 3 months later. The business stated they had turned it upside down making sure it was in tip top condition which if that is so it would have been obvious that the internal components were not the origin components. They told me oil had been changed Literally that day because it had no sticker and I asked. Luckily the truck has a feature where it tells you when you need an oil change right in the dashboard menu with the fuel economy and tire psi it shows the oil and when it needs to be changed. Every high mileage vehicle i have ever owned used full synthetic and gets changed every 8k-10k miles i was under 8k miles and had actually had an oil change and regular maintenance scheduled with automotive services in ******** the Monday after the engine blew. Either the business themselves or the mechanic they use intentionally failed to disclose the vehicle being completely gutted and replaced with salvaged junkyard parts. I went 6 weeks without a vehicle missing 4 days of work paying for diagnostics, tows, rental car, ride share, and then trying to find a mechanic that wasn't gonna charge over $10k to repair a vehicle i just paid $16k for 3 months previously. My family at ********** ******* got a reman engine at cost and gave me a discount on labor and did it all for $7k. So for a 2017 body and a ********* internal i paid $23k for it. That is completely unacceptable and the fact that the business failed to reply a number of times and claimed they would help but then when the time came were *** just shows how shady this business is. To continue to try to put this on the consumer when the business is in the wrong is a joke. This is shady business practices to scam a hardworking single father in this way and do nothing to make it right. I have offered numerous opportunities to the business to make things right and continue to just get a basic identical response to the review on ****** and my initial complaint through bbb. I have already spoken to a lawyer and as is doesn't cover not disclosing that major changes and repairs were done on the vehicle and it in fact was not a 2017 ram other than the body. None of which was disclosed to me at purchase. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from friendlys in Dec 2023. Was jerked around on the tag process. ******* lied repeatedly about the process. She had actually pulled the paperwork so we couldnt plate the car. Lied about it. Car broke. They had to figure out a solution. One that screwed us big time. We got a new car. Same situation with the plate. Refuses to send the paperwork. Has lied for months. Originally saying she sent the paperwork herself and it would be ready in 2 weeks. Then saying it wasnt their job to send it because we never bought the car from them. Had the car for 3 payment periods and still no plate! She plays games and lies nonstop. **** reported to the attorney general. Filing with sec of state used car board. Will file a police report soon if they dont get the paperwork sent over immediately.

  

  Business response

  08/12/2024

  I completely understand ******************* frustration, and I would feel the same in her position. We initially sold the Newbys their first vehicle, which *************** wanted to trade in due to concerns about its dependability. To ensure customer satisfaction, ********************** paid off the vehicle she purchased first. Then they were interested in a ***** Impala available at our dealership, but unfortunately, we couldn't secure a financing approval for them to obtain that vehicle.

  In our continued effort to assist, we connected them with CU Carfinders, a dealership that had the necessary lender relationships to get them approved. Friendly Auto Gallery wholesaled the Imapa to CU Carfinders, who sold her the Impala and arranged financing through one of their lenders. As a result, Friendly Auto Gallery is unable to assist further with obtaining the tag.
  
  However, we remain committed to helping our customers. We've spoken with ***** and ***** at CU Carfinders, and ***** has assured us that he will call *************** today (8/12/24) to provide an update. He has also taken responsibility for ensuring her tag is processed as quickly as possible. For any further updates, they can be reached at ************, option 5.
  
  We sincerely apologize that the situation has escalated to this point. I have personally gotten involved to address the frustrations and concerns with the appropriate parties and ensure they are resolved.

  Customer response

  08/17/2024

   
  Complaint: 22101772
  
  I am rejecting this response because:

  this is the FIRST I'm hearing about another business being in charge of the loan. nobody once ever told us purchased the vehicle from Friendly!!! Why did Friendly in turn add $4000 onto our loan if the previous vehicle was paid in full! Why did they also accept $1200 as a down payment for the Impala if we didn't purchase from them!!! We have yet to hear from these unknown people we've never spoken to. We NEVER approved to do a loan through someone else. We've never met them. We did all the paperwork at Friendly lot. When the Impala had issues why did Friendly handle the repair TWICE since we "purchased from them"

  Now this is a much bigger issue than just a tag!
  
  Sincerely,
  
  *************************

  

  Business response

  08/27/2024

  *** reached out to the selling dealer on your behalf and confirmed with CU Carfinders that the tag and title work for your vehicle has been completed. You should be able to visit your local tag office to finalize the process.
  
  Additionally, CU Carfinders has informed me that they have attempted to contact you several times but have not been able to reach you. If you have any further questions or need assistance, please dont hesitate to contact them directly or feel free to reach out to me, and Ill be happy to help.
  
  We apologize for any inconvenience youve experienced and appreciate your patience.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 **** Escape June 28th with a 3 month or ***** mile warranty. The car broke down over the weekend of the 28th. I contacted them they advised me to take it to the mechanic. I took it they sent me an estimate for the repairs. They submitted it to the warranty company and said I was over my miles in a weekend. I advised them this wasnt possible. So, the owner states ** my paperwork was correct with the miles and he was willing to pay half. I did not agree to this because I know the mail has to be incorrect. I told the finance company about this theyre investigating the issue. Im the mean time I contacted Georgia Emmisions and they provided me with the emission report that was done the same day I purchased the car. They fraudulently had lower miles on my paperwork from what the state has. I would like to file a complaint with them and get my money back.

  

  Business response

  08/04/2023

  Customer has been called and we were able to a resolution. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 07/05/2023 Paid Them $3,250 *********** Friendly Auto Gallery They committed to provide me with a car The dispute is that they sold me a car that had brake and roter issues. Also had electrical issues as well. Now the car is not even operational because of a check engine issue. They have not tried to resolve the issue at all. They told me that there is nothing that they can do and they will not refund me for a vehicle that I only had for 5 days. They told me to go and use the warranty but when I called the warranty they said that they don't even know if it will be covered. Now they are threatening to put this on my credit because, I refuse to give them anymore of my money for a car that is not operational that I have only had for 5 days. I don't have an account number other than my warranty number which is VSC00088165. I do have their dealer number which is ************

  

  Business response

  07/28/2023

  We have made contact with the customer & came to a resolution. The customer is satisfied with resolution. 

*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. ↩