ComplaintsforAuto House Motors

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car on May 20th 2023, at about 3:30pm we closed the deal I drove home about 15 miles and the check engine light came on, I contacted the dealer immediately and was told that they would take care of it. We dropped off the car on Monday at the dealer, and once "they learned" that it was the catalytic converter they refused to fix it at no charge as previously disclosed to **, they wanted ** to pay $700 even though we had just bought the car from them 2 days earlier and the check engine light came on literally immediately! We did not leave the car there, since they told ** if we returned the card they would charge us 20% return fee!? we are having to have the car fixed elsewhere, since they were overcharging for the part as well. We want compensation for the repairs.

  Business response

  05/31/2023

  From: Auto House Motors  
  To:     Miss. Mendoza 
  Regards Complain # ******** 
  
  Dear Miss. Mendoza 
  You purchased a 2013 ****** Rogue SV on May, 20th 2023. The car was in excellent condition. You came to our dealership with your mom, and your mechanic. You,your mom, and the mechanic checked the car for about one hour. You, your mom,and the mechanic took the car on a test drive for about thirty minutes. You all came back from the test drive satisfied, as far as we know, and nothing was wrong with the car. So, you proceeded to purchase this car. Then you contacted the salesman that the check engine light came on. We told you to bring the car in to check it. We found that the code was Catalytic Converter which you admitted in your complaint. We informed you that the Catalytic Converter is not covered by the implied warranty. But, as a good gesture, we asked you to purchase the catalytic converter that you want, and we offered to install it for free. The labor cost for that job is $750, and we committed to cover it even though its not covered by the implied warranty. You refused our offer and instead, your mom threatened **, said inappropriate words, and used profanity.Finally, you and your mom decided that you dont want to pay anything and that we have to cover everything! 
  This is a summary of the problem that you raised.
  Regrettably,you still use the same language of threats and accusations. However, this is not going to help. 
  We still open the door for you to bring the Catalytic Converter you want and we would install it for free. Thats our offer to make you happy, but if you dont want it, then we cannot do anything else.
  
  Thank you. 
  

  Customer response

  05/31/2023

   
  Complaint: 20092687
  
  I am rejecting this response because: It is not a fair deal when you buy a car that is supposedly in great condition and I drive literally ***** miles and the check engine light comes on I would like to be reimbursed because we did have it repaired elsewhere. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 21, 2022, I purchased a used **** ***** *** from Auto House Motors. Here I thought I had purchased a quality vehicle but I was mistaken. Since this time, I have had numerous problems with this vehicle where as now I had to purchase a new vehicle (9/29/22) and roll over the negative equity from the **** ***** *** into my new car loan. For not even the 8 months of having this vehicle, I have fixed/experienced the following problems: 1. Catalytic Converter and Oxygen Sensors - replaced 6/18/2022 (Invoice attached)2. New Spark Plugs and Coil Packs - replaced 6/18/2022 (Invoice attached)3. Oil Leak - replaced valve cover gasket 4/29/2022 (Invoice attached) (However, up until I traded the *** in, I still experienced an internal leak.... my mechanic recommended replacing the burnt valves). 4. Replaced Oxygen Sensors - 4/29/2022 (Invoice attached)5. Replaced battery - 3/12/2022 (Receipt attached)6. Replaced Rear Brake Pads and Rotors - 3/9/2022 (Receipt attached)I would like to receive some sort of compensation for all the work I have put into this vehicle (over $4,000.00 in repairs). I feel I was mislead when purchasing this vehicle. I have attached the Bill of Sale, Receipts and Invoices for your reference.

  Business response

  10/24/2022

  Tell us why here...From: Auto House Motors 
  To:     *********************;
  ID:     18159104 
  
  10/24/2022
  
  Dear *****, 
  You purchased a **** Honda CR-V from our dealership on 02/21/2022. Since then, we didnt hear from you until we received your complaint letter from BBB. You are complaining about spending money on servicing your used car that is 19 years old! Prior to that, you didnt call or email us during the implied warranty period. 
  
  When you purchased your car on 02/21/2022, the salesman informed you that the car had an IMPLIED WARRANTY for 15 days or 500 miles, whichever occurred first. This information about the implied warranty is written on the bill of sale, and that's the ******** law that we apply and obey.
  
  You didnt purchase an extended warranty, and you refused to buy one. You signed a waiver not to purchase an extended warranty. On the other hand, there is no lifetime warranty on your vehicle, and we cannot do anything for your car after the implied warranty has passed. 
  
  We are sorry to kindly inform you that we cant do anything for you.  
  
  G.M.
  *********************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/25/22 I paid a deposit of $200.00 on a 2007 **** Mustang. I was informed the deposit would be returned to me upon purchasing the vehicle. I purchased the vehicle on 6/28/22. The vehicle was paid for in full via cashier's check in the amount agreed upon between the dealership and myself. The initial deposit of $200.00 paid on 6/25/22 brought the purchase price over the agreed upon payment. I was informed by the individual that handled the closing paperwork I would be refunded back the initial deposit. I have not received the $200.00 back. I emailed the salesperson. My email went unanswered. I would like my deposit returned back to me.

  Business response

  08/10/2022

  Salesperson is no longer with the company. That's why there was no response. Would be enough to call dealership and ask for a refund. Customer needs to contact dealership and provide card information.

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 9th I responded to an online ad for a 2006 ********** Montero at Auto House Motors ************* ********. Many phone calls were made back and forth with me asking about every single system on the vehicle from whether the headlights were clear or cloudy, to the air conditioning, brakes, transmission, shocks, struts, engine et all. Auto House said the car was mint. That is passed a 150 point inspection with flying colors. That they were so certain of their vehicle that is was coming with a 15 day 150 mile warranty and any disputes would be subject to binding arbitration with the Better Business Bureau. I said great, I will need that warranty as I live in Colorado, and the warranty will need to cover a shop near me, not near Auto House. I further explained that it was of the utmost importance that I am not buying junk and that I have a brain injury and am always being careful that people are not taking advantage of me.The car was delivered to me on March 21, 2022. I telephone Auto House immediately as the trunk would not open, the speedometer was not working, the seatbelt inoperable and a burning smell. I detected these 4 items by simply moving the car to a different spot in my driveway. Then Auto House became immediately difficult to reach. ***, the salesman, is now out with Covid with his wife and kids, *******************************, the manager/owner father passes suddenly that very same day and he is to fly to Poland for the funeral and then to enlist in the ********* army. I cannot speak with anyone, so I start emailing my problems. No avail. I take the vehicle in for a ************************** Automotive ASE Certified Mechanics. The vehicle needs immediately $7k in repairs to be road safe, The 7k does not include the broken air conditioning, only noting it is not functional and to diagnose it and find the parts and then repair can be up to $2k. So, 9k in repairs!!They have become hostile. Contract states binding arbitration BBB.

  Business response

  04/18/2022

  From: Auto House Motors Inc.
  To:      ******************************
  ID:      17006673
   
  We disagree with the complainant since what she claimed is unfortunately not true. We previously requested from the complainant not to mention our staffs personal issues in her story, such as **** familys Covid situation and Swaveks fathers death, because this is private, personal, and irrelevant information that doesnt add to her story. However, she is still insistent about including that, which is inconsiderate!
   
  The complainant and her son repeatedly contacted the dealership regarding the purchase of the 2006 ********** Montero. Our staff realized that the complainant wanted her 2006 ********** Montero to be a brand-new car, or very near! We told both of them that is, in reality, impossible. 
   
  We have proof from the complainants mechanic that the car has no major power-train issues with the engine or transmission. Moreover, the issues mentioned by the complainant and her son referred to cosmetics issues and normal wear-and-tear for a 16-year-old car. 
   
  We tried our best, over the phone, to explain to the complainant and her son that their mechanics request for $7,000 to $9,000 to fix the car is incredibly excessive! We informed the complainant that the monetary request was not reasonable. Nevertheless, on an important note, what they mentioned can be fixed by our mechanic for $800. 
   
  Under the Implied Warranty law, we, the dealer, are the party that fixes the car if need be. We are not responsible for the fixes that are not covered by the Implied Warranty. In addition to this, we shouldnt be subject to paying the ******************* from any mechanic that takes advantage of the customer. 
   
  The complainant and her son both fabricated this story to return the car, but returning the car is not an option. The complainants son repeatedly tells us to come get the car, which is not helpful to the situation, nor will it solve the problem.
   
  Finally, to resolve the problem, we granted the complainant a Three Months Extended Warranty, as a courtesy for free, which of course she didnt mention in her complaint! This warranty is greater than the Implied Warranty, and though the Implied Warranty has passed, the complainant can use the Extended Warranty that we sent her to cover all power-train issues and any serious problems in the engine and transmission as well. Thats all we can do for the complainant.
   
  Respectfully,
   
  April 18, 2022
   
  G.M. 

  Customer response

  04/20/2022

   
  Complaint: 17006673
  
  I am rejecting this response because: The warranty provided does not cover the air conditioning ,the suspension, the brakes, the valve seals, and the 6 engine codes that they cleared before sending the vehicle. This vehicle has ONLY been to the shop for a 150 point inspection, during which time the check engine light is on.

   

  Nothing works on this car, without a speedometer, brakes, burning oil, no seatbelt, no a.c etc, I cannot even safely put it on the road. The repairs cost what they cost, Auto House may fix them on their own if they like. This vehicle has not moved from my driveway. I am out over $13k not including what it would take to make it road safe. That was NOT the agreement. Many vehicles are bought and sold over the internet. These people are scammers. They sent me junk I cannot safely drive or afford to repair with a warranty that covered nothing.

   

  To the level of scamming, this is why suddenly all of these stories about Covid and fighting in the war were used to deter me from reaching anyone at Auto House about the serious condition of the car.

  I would like a full refund and they may have their car to do with as they wish. I have not registered it nor changed the title.So it should be an easy return. It should not have been sold in the first place. BBB told me that they have a rating of F. That is an eye opener. I let both staff members know I have a disability and they took advantage of me anyway. I am standing up for whatever rights I may have. According to their paperwork, my rights are to have the situation settled by arbitration by the BBB.

  Requesting a full refund.

  I am not requesting a refund of other monies that I have spent on this car: Inspection, full tank of gas, 2 computer chip keys, 2 remote key FOB's, new headlights, insurance totaling over $800 in lost monies.

   

  Thank you and let's get this resolved. I have faith

   

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

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

  Business response

  04/27/2022

  From: Auto House Motors Inc.
  To:    ******************************
  ID:    17006673
  
  It is regretful that the complainant accused us of being scammers. We request from the complainant respect to reach a solution. Also, it would be helpful if the complainant comprehends the fact that we didnt use our staffs COVID or family death situations as an excuse, which she assumed. We have absolutely no reason to do this, since we were clear from the beginning that we have a no-return policy, by our business and by the law: whether the complainant likes it or not, and whether they understand it or not. This is firm.
  
  Also, the consistent falsities such as: nothing works on this car and they sent me junkare regretful, as well.
  
  All of these maneuvers will not change our no-return policy.
  
  We would like to emphasize two important legal points from the Illinois State Law: 
  
  EXCERPT FROM ILLINOIS STATE LAW: (d) The repair liability means that the dealer will make necessary Power Train component repairs in his shop, or in the shop of his service affiliate (SOURCE).
  
  NOTES: We are not involved or concerned with how the customer brings us the car to be fixed.
  
  
  
  NOTES: What she fixed without our consent removes our liability to reimburse her.
  
  In conclusion, we dont have a return policy nor are we responsible for what the complainants mechanic likes to charge her. To reach a final solution, as a goodwill from the dealer,we are willing to write a final adjustment check of $400 USD, which we explained to the complainant and her son. 
  
  April 26, 2022
  
  Respectfully,
  
  G.M.
  

  Customer response

  05/06/2022

   
  BBB contact 4/20/2022: I do not accept the Auto House Response
  BBB contact: 4/27/2022 There is in no action for you to take at this time. We will contact you when we need your input.
  BBB contact 4/28/2022 There is no action .., we will contact you when we need your input.
  
  Please re-open my claim. I apologize if everything was too small on my phone to completely understand. I have a replacement computer on order.
  
  My contract with the company states Binding Arbitration with the BBB.
  
  I am disabled with a brain injury. There is a $14k vehicle in my driveway that cannot be safely driven. I do not have the means to purchase yet another vehicle nor to put $7/9k into making it road safe. The dealer said I had up to 15 days to report the vehicle was a problem.
  
  I contacted them on the first day and then took the vehicle into an ASE service center for a complete inspection ( all of those documents are included with my claim)
  Requesting binding arbitration through the BBB.
  Bbb says my claim was closed on 4/27, although on both 4/27 and 4/28 the bbb contacted me stating No Action at this time to be taken by me.

*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. ↩