ComplaintsforDriven Auto of Oak Forest

• Initial Complaint

  09/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Called business on several occasions between September 3rd and September 11th. I spoke with three individuals.. Basil- Customer representative and main point of contact when purchasing the vehicle. ***- point of contact for contract agreement and *****- dealership general manager. I am writing to formally express my concerns regarding a recent purchase I made from your dealership. Although your dealership is located out of state, I chose to proceed with the purchase of a Tesla based on the trust I had in your company.Before finalizing the transaction, I specifically inquired about any existing issues with the vehicle from your representative, *****. I was assured that there were no significant problems. However, since the purchase, I have discovered several substantial issues with the car, and the estimated cost to address these problems exceeds $3,000. I am seeking your assistance in resolving these issues. I hope we can reach a resolution that reflects the high standards of customer satisfaction that your company claims to uphold.Thank you for your attention to this matter.

  Business response

  09/12/2024

  We have been in contact with Ms. *** ****** throughout this entire process and feel as the claims she is presenting are greatly exaggerated. The vehicle she purchased was in fact a used vehicle and has very minor wear and tear common with a used vehicle that is over three years old. While the vehicle is in working and sound condition mechanically, we understand that she may have a higher standard when it comes to the cosmetic condition and felt that even with the price she paid for the vehicle being over $5,000 under what the market values the vehicle at, she is still dissatisfied. For that reason, we as a company have given Ms. *** ****** the opportunity to return the vehicle back to us and thus will refund her the money she paid for the vehicle. All that's required on her end is to pay to have the vehicle delivered back to our dealership and she resides in ********** and we are in ********. We have been very responsive and have been working to have this matter resolved but it seems as though Ms. *** ****** is not in agreement with our offer to return the car and give her the money she paid for it back.

  Customer response

  09/14/2024

   
  Complaint: 22274592
  
  I am rejecting this response because:

  I am writing to seek clarification regarding the condition of the vehicle I purchased from your dealership. Specifically, I would like to address the discrepancy between your customer representative ****** claims and the actual condition of the vehicle.
  ***** assured me that the vehicle was free of dents, scratches, and cracks.
  However, I have discovered a significant dent on the left side of the driver's door, as evidenced by the attached picture provided by Taurus Shipping. This image clearly indicates that the dent was present before the vehicle left the dealership, yet this critical information was not disclosed to me.

  Additionally, the vehicle has deep bumper scratches, cracked windshield, missing charger/adapter, scratched rims than need resurfacing and the car is missing an extra key. 

  Furthermore, I am perplexed by ****** (GM of the dealership) current proposal to "buy back" the vehicle while requiring me to pay $1,450 for shipping it back to you. This request is both unfair and unreasonable, considering I have already incurred $1,000 in shipping costs to transport the vehicle from ******** to **********. Expecting me to cover a total shipping fee of $2,450 due to a misrepresentation by your dealership is unacceptable.
  In addition to the cosmetic damage, the vehicle has mechanical issues, including a tire pump pressure problem (see attached picture). I now face the inconvenience of arranging for repairs and taking time off work to address these issues.
  It is deeply concerning that your dealership misrepresented the cars condition, leading to these ongoing problems and additional expenses. I trusted your company to provide an accurate description of the vehicle, especially since I was unable to view it in person.
  I urge you to reconsider your approach and provide a fair resolution to this situation. Please explain how this can be deemed acceptable and how you plan to address the issues I have raised.
  
  Sincerely,
  
  Carina San ******

  Business response

  09/16/2024

  In response to your latest message, if you were local to our area we would gladly take the vehicle back with no additional out of pocket expense. Do to the logistics of you being in a different part of the country, that make the process a little more complex. We stand behind the decision to unwind the purchase if you are willing and ready to have the vehicle sent back to us and we will gladly refund you the entire amount you paid for the vehicle. This offer will be available to you until 09/18/2024 end of business day for you to decide if you'd like to return the vehicle or keep it. Again, it is a pre-owned vehicle and is expected to have wear and tear and it was purchased at a heavily discounted price. We are sure you realized that hence your willingness to purchase the vehicle half-way across the country because our price was the cheapest in the market.

  Customer response

  09/18/2024

   
  Complaint: 22274592
  
  I am rejecting this response because:

  Due to the fact that I live in another state, this does not automatically give your salesman the right to conceal damages the car has (Cracked front windshield, damage to the front bumper, dent on the left front fender, pressure monitoring system fault, four scratched rims, and no charging cable/ only one key.) The salesman should have made the damages more known to the customer by taking pictures that included the damages, not pictures at an angle that strategically concealed them. I would have been given a more honest chance at deciding if the car is something that I deem is worth the price. Knowing that I am out-of-state and that I would not be able to see the car in person before purchase, it was easy for the salesman to obscure the cars true condition, as none of the photos were taken up close, and they were all from several feet away. Cosmetically, the car would look perfectly acceptable when viewing these deceitful pictures. However, instead of owning up to their mistakes and accepting that they were unscrupulous, they want the customer to pay to have the car shipped back to them. I should not have to pay when they were intentionally fraudulent. Its estimated that I will have to pay around $5,000 in damages, however I am willing to meet them half-way and will accept $2,500. The other proposal I have would be for them to cover the cost of a shipping company to pick up the vehicle and send it back to them.
  
  Sincerely,
  
  Carina San ******

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle (2016 **** Edge) from Auto Driven of Oak Forest on 4/28/2023. A week, later "check engine" light came on. Went back to dealership was informed that they couldn't find anything wrong with vehicle. Another week gone by engine light came on again. Vehicle was taken to another Repair Shop, and were advised they ran a diagnostic check. Were told it needed new spark plugs and other repair that comes with a Tune-up. We spent $350 for the Tune-up repairs. After a week, the "check engine" light came on again, and has been on for several weeks now. Received a **** Motor Recall notice (#**N12) VIN# *****************. Called the dealership whom we purchased vehicle from to advise of the Recall Notice, was informed we need to take vehicle to a **** repair shop to take care of the Recall. After talking to a **** Dealership, in ******** ********, we were advised that the Recall notice was sent out September, 20**. The **** Dealership advised ** that the vehicle Recall notice is pass the mileage and date and **** Motor Company would only pay 50% of the repairs and we would have to pay out pockets the remaining cost. Informed by **** Motor Company because auto has over ******* miles and out of warranty, repairs are not covered 100% anymore. Our issue is that the dealership (Driven Auto of Oak Forest knew there was a Recall Notice on the vehicle for 465 days, and they did not disclose this information to us the Buyer. We received notice through our "LoJack Recall" about the Vehicle Recall for "Flexplate Cracking" about a week ago. Driven Auto of Oak Forest, fraudulently sold us a vehicle knowing that there was a "Recall" notice for this vehicle. We have been experiencing the vehicle not starting, the vehicle is smoking when it does start, the vehicle gets hot and need coolant while running the air conditioner, the vehicle jerks when first start driving.

  Business response

  06/02/2023

  Hello,

  *** customer (*******************) purchased a vehicle on 04/29/2023 with ******* miles. ****** the time of sale, customer was offered to purchase a service contract that went beyond the limited warranty of 15 days or 500 miles. *** customer declined the service contract and took their chances. ***y had an initial complaint a week later but upon inspection, the complaint did not fall under what is covered under the IL statue of coverages. We did not charge the customer anything and asked him to continue to drive the vehicle and monitor any changes. No other complaints were ever brought up to us. Spark plug repairs are not covered under warranty as they are considered maintenance. ***************************** brought up recalls; We always notate that recall(s) may be available and to see local manufacturer dealership for details. In this case, no recall(s) are unsatisfied at this time. *** confusion may lie under an extended warranty the manufacturer has available. **** has a complimentary service bulletin/customer satisfaction program; if the vehicle falls under certain parameters, that they will step up and either cover 100% or 50% of the service for a specific event. It is outlined in their language for remedies under the "what is the effect?" portion, and they are willing to assist with 50% of the job should the customer have that specific issue with the vehicle and due to the mileage. In conclusion, we have assisted to the best of our ability and have not charged the customer for our services. I attached the declination forms for the service contract, and notices from **** for the customer satisfaction programs available. We are willing to contribute $100 for (*****) to service the vehicle at the local **** although that is not called upon us to do so. 

  Customer response

  06/13/2023

   
  Complaint: 20130657
  
  I am rejecting this response because:

  Re: ID # ********
  

  We do not accept the response from the consumer Driven Auto of Oak Forest.  

  We have gotten 3 different reair shops to do a diagnostic on the 2016 **** Edge, and basically they all reported the same findings.  

  Engine needs to be replaced!

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

  Business response

  06/13/2023

  ************** has driven over ***** miles on the vehicle she has purchased from us as shown on the diagnostic paperwork she presented to us when she came to our establishment earlier today (06/13/2023). The concerns she presented to us are brand new concerns, and are not correlated to her initial complaints. We as a pre-owned dealership have the responsibility to ensure every vehicle sold is in mechanically sound condition. The vehicle in discussion was in fact in sound condition. What happened between when the vehicle was purchased and over ***** miles later we cannot control. It is evident there was some user error/negligence involved as the original complaints had nothing to do with an engine failure whatsoever. In conclusion, the vehicle has been driven a significant amount past the mileage it was purchased with which as a result places the vehicle well past the dealership powertrain warranty of 15 days / 500 miles. We again are willing to assist with any repairs the vehicle may need and will extend a $100 credit towards said repairs if ************** chooses to do so. We can also refer ************** to a specialty mechanic that is experienced in engine repairs.

• Initial Complaint

  01/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I bought a used 2017 **** Infusion Titanium on 14 Jan 2023. The Sales Rep failed to tell me about a dealer installed service for $699, let alone how to set up and use it. I understand you have the car price Plus tax, title and licenses fee. ***** never mentioned that there was a dealer installed LoJack device with a ******** subscription at $699. I called and talked to the manager and he said they install LoJack on all their cars. I explained that ****** was for them incase the car is stolen from their lot but I don't want a 36 month subscription for $699. I informed the manager that had this been known in advance, it would have been a deal breaker on the whole sale. I don't need or want LoJack. I understand that I should have looked at what I was signing (14 pages) a little better but that does not give a business the right to slide one in under the table, and then disguise it as Dealer Installed Option. An option they never told me how to use. I am not the only one at fault here.

  Business response

  01/25/2023

  Hello,

  We sell ************* on every vehicle at our dealership. We enforce it and explain it during sales. While going over the numbers with ******, ***** went line by line. He gave the customer a bill of sale indicating the sale of the device. We also have a service agreement that is signed by the customer. We do not slide anything under on customers. The device is transferred to the customer's email/phone number that we have on file. Should he have an issue with set-up, we have no problem walking him through it. 

  Kind regards,

  ***

  Customer response

  01/26/2023

   
  Complaint: 18819080
  
  I am rejecting this response because: *** was not in the room when we talked with ***** so he will therefore side with his employee. ***** went over with my wife and I one form. That form required two signatures, One stating that I owe them nothing when I leave and one stating they owe me nothing when I leave. I was ok with that as I paid cash and wasn't asking for nothing. Other than that he pointed out the bottom line figure so I can write the check. The bottom line was higher then advertised because of tax, title and licenses fee. *** is correct that I signed the LoJack form. It was one of the 14 pages ***** said "sign here". I attached the email I sent ***** when I got home and noticed it all was not taxes. I called the next business day about the charge and *** said it a dealer installed option and part of the price I have to pay. It may technically be dealer installed option but its really a scam because a dealer won't dare force a customer to pay an additional $700 for a subscription service unless they get something out of it. That service will never entice a buyer to buy for that reason. My issue is I got scammed and the dealership is hiding it with a smile under "Dealer Option". 

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

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