ComplaintsforCredit Pro Auto

• Initial Complaint

  04/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid a $500 deposit for the car in June of 2022. I have since paid $205 dollars biweekly. My car is under warranty. The warranty covers repairs, all that is needed to be paid upon picking the car up from warranty repairs is $20. My car has been to the shop 3 times for repairs covered by warranty. Two times upon picking those cars up from the repairs the car has had issues less than 2 hours upon pick up. The other time was less than one month after. There are pictures to prove this most recent occurrence of picking the car up after being “repaired”. It was dropped off over a week ago to fix the power steering. Upon picking it up the steering column appears to have been super glued or hot glued back together. As well as there now being lights on the dash (check engine and air bag) and the dash says “service air bag”. When attempting to get of my loan with them and return the car to them I was told it would show up on my credit report as a repossession.

  Business response

  04/11/2023

  In response to the customers’ statement, the $500 paid at time of purchase was a down payment, not a deposit. All Credit Pro Autos vehicles are sold as-is with a limited powertrain warranty. A copy of the warranty will be provided along with this statement. There is a $20 deductible per visit with this warranty. The first time the vehicle was in was February 20th, 2023 for a bad fuel pump. The repair totaled over $700, with the customers only obligation being the $20 deductible. The car was immediately towed in the next day with more issues. Upon further diagnosis, it was revealed that the vehicle had been stored in an area that allowed major rodent damage to the wiring. This repair, which totaled over $325, was good willed to the customer at no cost to them as a one-time gesture. On March 29th, 2023 the vehicle was then brought in for a power steering issue. The repair totaled over $400, with again the only obligation to the customer being the $20 deductible. The lights on the dash for the check engine light and air bag light are not covered by the limited warranty. The customer has been advised that these lights are not covered and are customer-pay repairs. As you can see, Credit Pro Autos has honored the warranty above and beyond their obligation. Also, there is no return clause or refund policy in the Bill of Sale or Finance contract that the customer signed when they purchased the car. Contrarily, the contract does clearly state that if the car is not paid for in full, the car will be a repossession with the customer being liable for any deficiency.
  
  Sincerely,
  Credit Pro Autos

  Customer response

  04/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  When my car was brought in for the most recent repair for the power steering - the plastic behind the steering wheel itself (but connected as the steering column) was not damaged. Upon picking it up from said repair, the steering column was falling apart. It appears to have been glued together on one (left) side (with what appears to be black marker drawn over the glue used) and the other side (right) also appeared to have been attempted to be glued together, but was falling down. I have picture evidence with time stamps. Despite the issues with the air bag and check engine light not being covered by warranty - those issues were not present at the time of the car being dropped off to repair the power steering. I do not wish for anything at this time other than to be removed from the loan for this car without it showing up on my credit as a repossession. I no longer seek any monetary refunds,  I do not want to continue with the loan for this car and I do not want it to show up on my credit as repossession. 
  
  Sincerely,
  
  ******* *****

  Business response

  04/17/2023

  To whom it may concern: we have addressed the previous complaint from this customer, and this will be the last time we address a complaint from this customer. The payment that will be due is with the finance company, NOT with the service department, which are two separate companies. The lights on the dash, as previously stated, are not covered by the limited warranty. The customer was given a buyer’s guide showing what the warranty does and does not cover, they were given a warranty booklet which shows what the warranty does and does not cover, and the warranty was explained thoroughly at time of delivery about what is and is not covered. The customer was informed by our service manager that these lights were not covered by the warranty, in which the customer responded that they did not want any work to be done on the car. On April 8th, 2023 we closed two hours early due to Easter weekend. Regardless, our service department is open on Saturdays for oil changes only until noon. Lastly, your complaint is with the service department, which has no bearing on your obligation with the finance company.  
  
  Sincerely,
  Credit Pro Autos

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date- 1-24-22 we paid $17,362.82 for a 2014 Buick encore. Acct is ********. We bought the car and before we even made it home the check engine light was on. The car has been in the shop more than we have even had it. We’ve only put 8,000 miles on it and it’s been in the shop at least 15 times. To the point they took it to another dealership because they don’t have qualified mechanics to solve the problems. They offer a 2 year 24,000 mile limited warranty and we have only put 8,000 on it. Once again after replacing the motor, the wiring, the turbo, o2 censors, brakes, and numerous other issues the check engine light is on again. We took it somewhere to get it scanned so they knew what was wrong and it says turbo, o2 censors and another code. These codes shouldn’t be popping up if they supposedly put new parts on the vehicle. Now they gave us 3 options give them the car back, take it to auction and we still pay the remaining balance, or trade it in with a $3,000 roll over and $2,000 down. This is a place where you put 500 down and drive the car off the lot and it’s yours. Now the check engine light is back on and the 3 options they gave us are ridiculous. I have had to pay tow bills and copays for things they aren’t fixing or at least not fixing correctly or they wouldn’t have it more than we have. They refuse to work anything else out even though we have only put 8,000 miles on the car. We pay over $500 a month for this car. And we make our payments everytime. Always. I offered to keep my business with them if we didn’t have to put money down on another vehicle because we’ve paid over $7,000 on it already and I can’t even drive it. But yet continued to make payments. They didn’t care if they kept our business or not. This was the most expensive vehicle on the lot. I shouldn’t be stranded and paying for a car I can’t drive cause they can’t fix it right. And they refuse to work anything out to keep our business. This is not how you treat repeated customers. We pay every time no matter what. Still no cooperation and just said bring it back and go buy a car somewhere else. That’s not how you treat good repeated customers. We pay over $500 a month for this car. And I can’t even drive it. They won’t even give a loaner while they fix the car. So not only am I out a car but I’m still paying them plus tow bills. I offered to trade the car in for a different one but I’m not paying anything down when I’ve already paid over $7,000 for a car I can’t drive cause they always have it. If they were actually fixing the issues we wouldn’t still be having problems. It’s unsafe. I’m tired of being broke down and having to pay for towing and no cooperation. Very bad customer service. They hung up on us when we tried to work out a solution. Very rude people that do not care about good customers. We have bought other vehicles from them and have always made the payments even when we can’t drive it. They state stuff isn’t covered on the warranty and state they are doing it out of good faith. Yet the problems persist. It should be under warranty we only put 8,000 miles on it. They offer 24,000 mile. This is absolutely ridiculous and as much money as we spent on the car we shouldn’t have all these problems not to mention it was the most expensive car on the lot. Check engine light came on before I even got home. I’m tired of not having a car that I’m paying for and they won’t even work with us. Even after I offered to keep doing business with them but I’m not putting money down they requested $2000 down and $3000 rollover from the loan. On the most expensive car!!! And we make our payments everytime. They hung up on us as if they didn’t even care. They will never get my business again and we have been good and faithful customers. I am not just gonna give them back a car I’ve paid over $7,000 on already. That leaves me with no car. And that’s happened too many times to the point I couldn’t even go to work. But they still refused to work anything out with us that was reasonable. Clearly they didn’t check the car out before putting it on the lot or the check engine light wouldn’t have came on before I even made it home. The car hadn’t even been detailed when we bought it. The most expensive car on the lot. Unsafe. Been there more than I’ve had it yet we still made the payments. We chose this car because we have a 9 year old disabled child and thought this would be the most reliable vehicle. I’ve been left stranded too many times for the amount of money we give them. Still refuses any reasonable solution. I told them I wouldn’t ever do business with them again and I would report them and the response was well good luck with that. They did not care. It is not my fault they didn’t check the car before we bought it. It shouldn’t have been on the lot for sale if it hadn’t been checked and clearly it wasn’t because it wasn’t even detailed. So now once again I have to pay someone else to fix the car when it’s under warranty. They state everything they have done to the car has been out of good faith? Then why do they offer the warranty? Makes no sense and I’m tired of being without a car cause they can’t seem to fix it correctly. This should not be this much of an inconvenience to us. We pay our bill. Yet they still refuse anything reasonable to keep us as customers. They do not care. If they want the car back then I should be refunded the $7,000 dollars I’ve paid on a car we barely got to drive cause it was always broke down. They would keep it for days or weeks at a time. And therefore I couldn’t make it to work and I have a disabled child and need a reliable vehicle. So if they don’t wanna fix it correctly I’m willing to give it back but I want the money I’ve paid on it since they had it more than we did. I offered to trade it in and keep business with them but that would cost me another $5,000 dollars. How is that fair? So in order to go get a car somewhere else as they told us to do we need that money back then so we can do that. Because they will not work with us and sold a crappy car to us obviously or it wouldn’t have been in the shop so many times. The worst customer service I’ve ever seen and didn’t care about their customers or if they were reported. This is absolutely ridiculous behavior on their part. Especially to loyal customers that actually pay their bills even when we don’t have the car because it’s always broke down and the majority of the miles put on the car was taking it to get fixed because it was supposed to be under warranty. And when we tried to come to a reasonable solution they hung up on us. The 3 options they offered to us were sent through a text message after hours. They didn’t even have the decency to call and talk to us about any solution or options. And none of the options were reasonable. This vehicle has been more of an inconvenience than it’s worth with no solution in sight. Even after offering to keep doing business with them. They did not care and refuse to fix anything else on it. I would not have paid so much for a car if I knew it was that unreliable. And absolutely uncalled for the way they treat good customers. Please help us with a reasonable solution

  Business response

  02/16/2023

  In regards to this complaint, the 2014 Buick Encore was sold as-is, in exception to the limited warranty, for $15,995, plus tax, title, and licensing. No money was put down. The vehicle had $2,464.80 of reconditioning done to it on January 12, 2022. The vehicle was purchased by the customer on January 24, 2022. Check engine lights are not covered by our Limited Warranty, which is included in the sale of the vehicle. The vehicle has been here several times, for warrantied and non-warrantied repairs for a grand sum total of $7,743.79, which the customer has paid a total of $286.67 of. The vehicle was taken to a local General Motors dealership to have an ECM programmed, which can only be done by an authorized GM dealer. This repair is not covered by our limited warranty, but was good-willed to the customer. We did not build this vehicle, but you can see that we are very committed to our customers as we have spent over $10,000 reconditioning and repairing this vehicle. We have offered 3 options for the customer. The first option is to trade the vehicle in with us. The vehicle has an Actual Cash Value of $9,000 with the customers balance being over $14,000. The option to trade would need to include $2,000 down and roll the other $3,000 of negative equity over to the new car. The second option would be to gladly repair anything that is covered by the warranty and the customer can continue to drive the car. The third and final option would be to give the car back to us, in which the customer would not be indebted to us with the remaining balance being forgiven. This is a one-time offer that is only valid for 30 days. The customer was made aware at time of purchase that towing is not covered by our warranty, in which the customer signed a form stating they were aware of this. The customer also signed a form which stated that loaner cars are not offered. We will not tolerate this customer’s continuance of bullying, cursing, and belittling of our employees over the phone regarding repairs that are not covered by our limited warranty. The customer has been hung up on several times by our employees due to this type of behavior, which no employee should be subject to. Attached is a copy of the limited warranty. 

  Customer response

  02/16/2023

  Complaint: ********
  
  I am rejecting this response because: first the third option they offered was give the car back and they will not pursue the remaining deficiencie after the sale of the car at the auction which means if they don’t get the value left on the loan then we would be responsible. The business just stated how many times the car has been in the shop excluding another time to a gm dealer to replace wiring and wiring harness. We bought the most expensive car and it should have never been in the shop that much if they had actually fixed it. But clearly that is not the case. If they sold a car that they had to  put $10,000 into after we paid $16,000 for then the car was not checked clearly or they wouldn’t have had it that much. The business has been very rude and disrespectful to us as good clients who pay the bill everytime even though we can’t drive it. We offered to trade the car but we are unwilling to put any money down we have already paid over $7,000 on the car in which half of that went in their pocket as interest. No money was put down at the time of sale because we paid off the car we previously purchased from them and they offered that to us. And the fact of bullying is absolutely uncalled for and not true. They are not willing to budge on anything to work with us even when we offered to remain customers and trade and the 7,000 we have already paid should be applied as any form of down payment. Which the business refuses. Yet still we make the payments. As far as good deed that’s is false. That should not be happening to a car we paid that much for and can’t drive. Check engine lights don’t just come on for no reason. They come on because something is wrong with the car. So stating they don’t cover check engine lights is invalid because they don’t even know why it’s on to begin with until they check it. We took it to 3 different auto zones and every time it pulled the same code at all the different locations. Yet when we took it there and showed them the code they stated it did not pull up on their scanner. But it pulled up on 3 separate places? That doesn’t make since. We have kept the car maintained the entire time with ontime oil changes and so forth. The mechanics are clearly not qualified to fix the car or it would not have been there that much. Or they aren’t really fixing it cause it continues to pull codes they claimed they fixed. If they have put. $10,000 into a car they sold they clearly did not check it before sale as the check engine light came on before we even got home. They are unwilling to offer any reasonable resolution as we can not go without a vehicle and we offered to continue service with them but no money down that should be applied from the $7,000 we have paid on a car we can’t drive. The response we got was then give the car back and get one somewhere else? Is that how this business treats good customers who always make the payments and have previously bought a car from them. There has never been bullying that is obsurd but they have hung up on us numerous times because they do not want to make it right with us as customers. If we take it back to them to fix it it would not be included in the warranty because it’s pulling a code for the turbo that they supposedly replaced. So why should we trust them to actually fix what is under warranty because as many of the times as the car has been in the shop and $10,000 later it’s still not fixed. And we would have to pay out of pocket to cover the turbo that was supposedly replaced. Unacceptable offer and ridiculous. They obviously do not honor their customers at all. Especially good ones. The attitude from the day we bought the car was we don’t care go by a car somewhere else then. Is that acceptable? No it is not correct behavior. The car was priced way too high but we bought it under the understanding it was a reliable vehicle. Clearly not the circumstance. The business does not honor any of their clients and treats them poorly as if they do not care. There should be nothing as good deed because they have had it more than we have and only put 8,000 miles on it. Yet again we still made the payments. If the business was a good business they would not hang up on the customer and would try to resolve the issue instead but that has never been the case. Always rude comments and if you don’t like it we don’t care go by a car somewhere else. Is that a good business ethic? As far as towing we did sign that but we were stranded once again and had to have the car towed over 60 miles and cost a large amount of money on our part. In which we paid. The counter offer was immediately denied because they want money down even though we have paid over $7,000 on a car we can’t drive. When they do have it to supposedly fix it then that leaves us without a vehicle for weeks at times. Most importantly if they had checked the car before sale as they stated why have they had to put another $10,000 into it. They sold us a junk car. And take no responsibility for that and they are unwilling to even work with us by giving us 3 unacceptable choices. Even after we offered to stay with them as good customers and trading the car for another one but refuse that because they want more money $5,000 more. We have paid over $7,000 on a car we can’t drive. That should apply to any down payment or whatever. But they refuse to work with us. Very bad business ethic and we will never purchase a car from them again after this ridiculous behavior. 
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  10/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer there for 4 years now. I have a 100% on time payment history with them. They have been adding additional fees to my account after making my payment biweekly. They did not notify me of any additional payment due. They have called me everyday after me returning their call the first day. They won't tell me why I owe an additional payment. They have shown up to my house giving me a letter threatening repossession over $26.93 that they can't tell me why I owe it. They are a shady business.

  Business response

  10/19/2022

  Good morning. You have been a customer with us for a few years, being a repeat customer, and we do appreciate your business. The fee is for Collateral Protection Insurance (CPI), which is disclosed at time of purchase. This CPI gets added to the account if there is not proof of active full coverage insurance with the correct lien holder information as well as $500 deductibles on Comprehensive and Collision. We were notified you do not have an updated policy. We did look at your account and see where you were notified via text about the fee being added. In addition to the text, our insurance tracking company (Berkshire Risk) mails out a notice to all customers, then the fee is added to all customers accounts. We text, e-mail, call & if we have no success with any of those, we go door to door trying to resolve these issues. The notes we leave at the houses states to please call us as soon as possible. We are sorry you feel we are “shady” but all fees are disclosed during the purchase and we do our best to make communication with all customers to assist in anyway with payments and fees on the accounts.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a car through Credit pros I was in a car wreck March 3rd 2022 my car was totaled out. Credit pros offered to let me get a new car off their lot once the insurance paid off my car so i then got a 2010 Town and County Chrysler on March 18th 2022. Since i have gotten that van it has been in the shop 3 times for the same problem i took in for the first time. I will be driving the van rather i am going 30 mph or 70 mph it will shut down and i lose full control over my van. I then was suppose to take my van back in for the 4th time on April 18th but wasnt able to because it broke down on me and wouldnt start back up i then called credit pros and talked to a guy names greg he insured me he would get my van into the shop to have it fixed once again. I have recordings of how my van has been acting just 30 minutes from leaving the shop and it smoking. I also have all my paper work from it being in the shop i get it back and its still reading the same codes that the check engine light thats been on since i left the shop the first time. i am lost and dont know what to do **** refuses to talk to me and they have the van back and wont take it off my record to get a new car so i dont lose everything from not having a car kunes told me they would be more then willing to get me a care if credit pros will take it off my record i also have never been late on a payment since i have been going through credit pros besides this last payment because they wont fix my van and i cant pay on something i cant use and be able to pay people gas money to take me every where i need to go. I just need help on what to do. Its to the point i am going to lose my job house and everything due to this matter.

  Business response

  05/04/2022

  Regarding Ms. ******** complaint about her van being in service 3 times for the same problem, that would be untrue based on our service records. The vehicle was at Credit Pro Autos on April 8th as customer stated her van would not shift correctly. The transmission was replaced for $3,252 at no cost to Ms. ******. There was no mention of her van dying at time of repair. Also at this time, we discovered the vehicle had fault codes so we replaced the ignition coils and crankshaft position sensors for $357, also at no cost to Ms. ******. The vehicle came in for repairs on April 15th with the first complaint of the vehicle dying. We placed a sensor and cleaned the throttle body at a cost of $275, but at no cost to Ms. ******. On May 2nd, Ms. ****** stated the vehicle was dying at stop. The vehicle was found to have a faulty starter. We replaced the starter for $272 and Ms. ****** was responsible for the $20 warranty deductible. So as you can clearly see, Credit Pro Autos warranty company has spent $4,156 repairing Ms. ******** van. Also, you can clearly see the vehicle has not had the same problem each visit. Let us also state that Greg is not employed by Credit Pro Autos or their service department, he is a representative for the finance company. The vehicle was towed back to Credit Pro Autos, the vehicle was repaired, and Ms. ****** has since picked the vehicle up and is currently driving it. As for the complaint that **** would not speak to Ms. ******, **** is more than willing to speak with any customers who want to have a civil conversation. Ms. ****** called in over 15 times, acting belligerent and cussing profusely. No one wants to see the car running more than Credit Pro Autos, as you can see with the amount of repairs we have done for Ms. ******. We will not, however, tolerate belligerent and unprofessional actions. 

   

  Sincerely, 

   

  Credit Pro Autos

*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. ↩