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:10/06/2024

  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.

  my 2017 ********* purchased at Titan Auto on March 3, 24. On Sept 16, 24 the vehicle suffered engine failure.I purchased the warranty offered by Titan. The truck was towed to Titan Auto on Sept 16, 24 as I was advised by the warranty company **** that it had to go back to Titan Auto per warranty terms. Titan Auto advised the truck would require a new engine on September 17th and was then advised on September 25th that the warranty would cover the engine but I would be responsible for my $100 deductible and the new engine oil. On Oct 4, 24 I was advised by **** at titan that my vehicle was ready for pickup and that my total was $765. Following our conversation with Titan I called the warranty company to find that many charges (Freon and left and right gaskets) were covered by the warranty ****. The Invoice from Titan included a $253 shop fee and am awaiting a written detailed invoice for what that entails. Oct 5th I went to the shop was advised by the **** that the car was ready. Although he stated he could not provide me with a breakdown of expenses or a detailed written warranty I paid the $609. I advised **** that I wanted to take a look at my vehicle before leaving. This resulted in finding a huge amount of damages to my vehicle that I would have never seen had I just driven away. As a result I had a certified and union mechanic come to Titan Auto and do an onsite inspection. My vehicle is riddled with damages and safety issues which was in complete disregard for my safety and value of my personal property. I rejected possession of my truck. I do not trust his word nor his company's work to be safe and satisfactory. I would like repairs to damages completed by a certified dodge Dealer at Titans expense.

  

  Business Response

  Date: 10/08/2024

  We are currently working on resolving the issues the customer has addressed.

   

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22386940
  
  I am rejecting this response because: I attempted written contact with Titan multiple times on Sunday, October 6, 2024 @ 8:57 AM, Monday, October 7, 2024 at 9:42 am via emails addressed to Ross Paulous, Steve Vincent and Jason Rinaldo asking for a response on how the company planned to address the damages that incurred while my vehicle was in Titan's possession as well as requesting a itemized breakdown of the invoice $253 in shop charges and an explination of the $97 charge for the serpentine belt replacement that I have photos of showing it was never replaced as well as a detailed written warranty for the engine that they say was installed. I also asked that all communication from this point forward be done in writing. I did not receive a reply to either email. I then advised Titan in writting on Tuesday, October 8, 2024 at 9:47 am in an email addressed to Ross, Steve and Jason that I had contacted State Farm and filed a claim for the damages to which I received no reply. I then emailed again on October 8, 2024 at 10:53 am letting them know that State Farm would be in contact with them and again at 3:23 pm on October 8, 2024 letting them know that State Farm would be sending out a tow truck within the next 24-48 hours and asked that Titan provide them with the keys to my vehicle. Again no response. Just after 5 pm on October 8th I spoke to State Farm and was advised that they called Titan Auto and was told that Ross Paulos was not in the offie and they could not authorize turning over possession without his consent. After not hearing antything from Titan since my visit on Saturday, October 5th, 2024 when Ross advised me to give him a few days and he would let me know how Titan could take care of the damage issues I headed to Tiatn Auto. To my shock I noticed that my truck has been moved into the repair bay alongside another Dodge Ram truck and that work was being done. I called the Worth Police depatment and had an officer acompany me inside where we were met by Ross Paulous. Ross confirmed that they were working on the vehicle to make repairs and that I had given him autherization to do so, which is incorrect. I dusputed his account and told him that State Farm would be pickiung up the vehicle. He then stated he would not give State Farm nor myslef the vehicle until he is finished with his repairs. I asked the officer present to make note of this in his report. At this time I do not have possession of my vehicle, have had no response to any of my emails to the owners and genereal manager at Titan Auto and have not received an itemized breakdown of the invoice or written warranty for the engine they installed.
  
  Sincerely,
  
  Sheri Figueroa

  

  Business Response

  Date: 10/11/2024

  The history on this vehicle: The 2017 Ram 1500 with VIN 1C6RR7GT0HS768347:
  02/10/2024 Acquired by Titan Auto Sales on Trade-in
  02/17/2024 Used Car Inspection performed, including engine oil and filter change.
  03/06/2024 (Odometer 76,350) Vehicle sold to Sheri Figueroa. At that time, the customer also purchased a DOWC Level-3 Vehicle Service Contract (VSC) valid for 24 months & 24,000 miles from the date of purchase (03/06/2026 or 100,350 miles). A copy of the VSC policy was provided to Sheri at that time (copy attached).
  09/16/2024 5:42pm (Odometer 85,038) Customer contacted DOWC and reported that vehicle had broken down. Customer was provided information on Roadside Assistance and was informed that per the VSC Policy, the vehicle needed to be towed back to the selling dealer (Titan Auto Sales).
  
  On Sept. 17, 2024 after the vehicle was towed to us, we began diagnostics. We noted that the oil level was a quart low, extremely dark and dirty. Looking at the windshield, we visualized that our original oil-change sticker was still there, with no other stickers were present.
  
  Per the VSC requirements, our service department contacted DOWC to start a claim. As a standard practice, DOWC requested that we provide them with photos of the vehicle’s exterior, along with the VIN and odometer. The vehicle’s Carfax was also reviewed for proof of required maintenance; as there was so services listed on the Carfax, DOWC requested that we obtain the maintenance records from the customer. Speaking with Sheri, she stated that she didn’t have any records; we informed her that might be an issue with DOWC (per Section 6 of policy) . Later that day Sheri brought in a receipt for an oil change from California Muffler & Brake, dated 07/20/2024 with 81,728 miles. Rerunning the Carfax, a new maintenance record appeared from California Muffler & Brake but dated 09/17/2024 with 81,728 miles. When a repair facility is contracted with Carfax, repair records are generally transmitted as soon as the Repair Order is closed; this showed strong evidence that the oil change receipt provided by Sheri was generated by California Muffler & Brake on Sept. 19th but backdated. If we pushed the matter, an investigation for possible insurance fraud could have been initiated; forensic accountants would have discovered if our suspicions were correct. Instead of doing so, we preferred to maintain Sheri as a loyal customer, and we proceeded with the repair.
  
  The repair of the vehicle started, and we informed the customer that it would take some time as this required installing a replacement engine and that sourcing the parts was a factor. Sheri continually called in almost daily and in a very rude, derogatory, and demanding way would ask for her vehicle finished. A mistake that I made is when the repairs were almost completed, I asked a second mechanic to finish up the vehicle on a day that the primary mechanic was out sick. The front end of the vehicle (grill, lights, trim, etc.) were reassembled but not with all of the screws and fasteners. This was unknows to the second mechanic and we almost delivered the vehicle in that condition. 
  
  Regarding the other complaints made by the customer:
                 1. Dent and scratches to the front license plate frame and bumper, and accusation that the vehicle was in a front-end collision:  The vehicle arrived by tow truck and might has been damaged prior to arrival. It is our fault that we didn’t properly document the vehicle’s condition when it first arrived. A remote possibility is that the dent is the result of the shop hoist used to remove and replace the engine. Even though we didn’t accept responsibility for the damage, we already informed the customer that we would repair it.
                 2. Dented Oil Pan: “Per the terms of the VSC, At the Administrator’s option, replacement parts used to complete Covered Repairs may include new, remanufactured, used, rebuilt, exchanged, or serviceable used components or non-OEM parts” (Sec 1-Covered Repairs). Because of the age and miles of the vehicle, a remanufactured engine was used. These engines are tested and warrantied by the supplier. The oil pan on the replacement engine arrived dented, which is strictly cosmetic and does not affect the safety or performance of the engine. Once again, we already informed the customer that we would address this complaint.
                 3. The Serpentine Belt not being replaced. To start off, the customer states that she hired a Certified Union Mechanic to perform an independent onsite inspection. We would like to receive a copy of said inspection along with the credentials of the individual. The serpentine belt was replaced and we have part order invoices to prove so; along with the old belt that was glazed, cracked and unsafe to reuse. A proper inspection of the belt would reveal, and as seen in the video provided by the customer, that there is no cracks, peeling, fraying or glazing on the belt that would indicate the belt is anything but new.
                 4. Shop Fees of $253: Section 4.14 of the VSC Policy states “Expenses charged for the disposal of environmentally unsafe materials, non-specific materials, shop supplies, and other non-covered Repair Facility charges.”. As any Certified Union Mechanic would know, repair facilities charge Shop Fees on repairs, this may include hazardous materials disposal fees for the oil, cleaners, degreasers and shop towels to name a few; these items are many to itemized and generally calculated as a percentage of the total invoice.
                 5. Out of pocket expenses: Per the terms of the VSC Policy, the customer has some responsibility ($100 deductible) and some parts (i.e. serpentine belt) are not covered at all.  At the completion of a repair, an itemized invoice is sent to the claims adjuster. From the invoice total, the adjuster will subtract the deductible and items not eligible for coverage, and then pay the balance; the customer is responsible for the balance.
                 6. Contacting the police and filing a claim with State Farm: A car insurance claim doesn’t have any merit. Other than a dented license plate and a few scratches on the bumper, there is no evidence of a front-end impact; there is no physical misalignment and or damage to the bumper mounts or frame. The police did nothing because no laws have been broken. Sheri did provide authorization for Titan Auto Sales to replace her engine. As with any hired professional, if a job is not completed to the customers satisfaction, the professional is given the opportunity to correct the issue.
  
  Sheri has been a difficult customer from the start, and we have tried to appease her. We didn’t act on the questionable oil change receipt, we didn’t report the low level of oil which could have resulted in a denied claim (Sec 4.30), we could have asked her to prove the bumper damage wasn’t previously there or caused by the tow truck, but instead offered to fix it. Titan Auto Sales as gone above and beyond to provide Sheri with good service and have assured her multiple times that we will address her concerns.
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22386940
  
  I am rejecting this response because background: I owned the vehicle six months when the engine suffered completed engine loss on September 16, 2024 received a call from Ross Paulus on Sept 17, 2024 stating the vehicle needed a new engine. He stated engine oil is low and that he suspected that the oil had not been changed. I advised him that it had infact been changed and that I did have a full synthetic oil change on the vehicle. I supplied both DOWC and Ross Paulos a copy of the receipt for same. And was advised on September 25, 2024 by Ross Paulos that the engine warranty work was approved. (I am not sure why Ross Palous continues to bring up this material when they are not valid to my original complaint whish is that I am seeking #1 an itemized broken down invoice for the $253 shop charges, #2 a detailed written warranty for the new engine and #3 an answer on how Titan Auto plans to move forward with the repairs to my vehicl for damage that were done during the installation of the new engine. Regarding Ross Palous' response to his :

  # 1 Dent and scrathes to the bumper and damaged license plate. I contacted Yaffo towing 708-243-7777 who was contracted by DOWC on october 16, 2024 and delivered the vehicle to Titan Auto on September 16, 2024. Yaffo stated they did take photos onsite when the vehicle was picked up as well as at drop off. There photos are date and time stamped and I am including those photos. Yaffo also noted that there was no front end or license plate damge and said  that Titan is welcome to call them to clarify. Regarding any repair of the damage I do not have possession of the vehicle and cannot advise the condition of these items at this time or if the items were repaired.

  #2 Dented oil pan - Again I do not have possession of the vehicle and cannot advise the condition of these items at this time or if the items were repaired.

  #3 please see attached photo of the belt as it was found to be on the vehicle on October 5th showing wear and tear. Please provide receipt for purchase of belt as we need to find out why a vendor would sell a belt in this condtion. Whether it has since been replaced I cannot comment as I do not have possession of the vehicle.

  #4 At this time I still do not have the written detailed warranty, broken down invoice of $253 shop charges (I am assuming they do not just make this number up and need to advise on how they have arrived at this amount)

  #5 I am aware of the addtional fee's, which were for oil, coolant and belt (See #3)

  #6 State Farm is working on my claim and again photos from Yaffo Towing are attached.

  In regards to the accusation that I called him continually that is simply not true and ask that he submit any phone records. I did however ask that all commuication be kept in writting however I cannot get a response from Titan when I reach out on the status of my vehicle. I still do not have possession of the truck as of today October 14, 2024 as Titan advised that they will not return my vehicle to myself of State Farm Insurance unless we sign a waiver of litigation until he allows it. Attached are the credientials for the mechanic as per Ross Pailos request along with an the itemized list of damages she prepared (which was included on my original complaint as well as emialed to Titan Auto on October 5, 2024), dae and time stamped phtos from Yaffo Towing in Chicago Ridge, IL and a copy of an email sent by Ross on October 5, 2024 promising to get me both a broken down invoice and written warranty along with his email dated advising that he will not release my truck unless I sign a waiver of litigation. 

  
  
  Sincerely,
  
  Sheri Figueroa

  

  Business Response

  Date: 10/15/2024

  Titan Auto is in the final stages of completing the repairs that were requested.  The scratches to the front bumper are being repaired and will not have any visible scratches to the bumper.  Second, the oil pan is being replaced and will no longer have any dents.  The serpentine belt is getting replaced.  The final invoice will have a breakdown of all the components that will be warrantied for 12 months or 12000 miles.  As stated in the previous response:  Section 4.14 of the VSC Policy states “Expenses charged for the disposal of environmentally unsafe materials, non-specific materials, shop supplies, and other non-covered Repair Facility charges.”. As any Certified Union Mechanic would know, repair facilities charge Shop Fees on repairs, this may include hazardous materials disposal fees for the oil, cleaners, degreasers and shop towels to name a few; these items are many to itemized and generally calculated as a percentage of the total invoice. 

  We are expecting to complete all the repairs by Friday October 18th and will contact the customer once the vehicle is ready to be released.  Finally, the customer disputed the credit card payment that was made on October 5th in the amount of $609.00.  We are requiring payment in the form of cash for $609.00 at the time of the release for the 2017 Ram 1500 SLT.  The engine has been replaced and the necessary repairs have been made.  The repairs as stated will come with a 12 month or 12,000 mile warranty (whichever comes first) and will be documented on the final invoice.  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22386940
  
  I am rejecting this response because: The reply makes no mention of any of the damages included on my orignal complaint other than the bumper scrathes and the dented oil pan or how or if Titan Auto is addressing the issues listed in my orignal complaint. It is true that I did pay the $609 on October 5th, 2004 prior to viewing the vehickle and later disputed that charge after it was discovered that #1 my truck had been damaged during repairs and Titan has remained in possession of my vehicle and #2 items I paid for on the $609 invoice, specifically the serpentine belt ($97) was not changed and I had requested a breakdown of how they arrived at the $253 for the misc. shop fee's as they seemed exessive. I see now Titan is stating they they charge a stadard shop fee as a percentage of the job. Can you please clarify at what percentage this was calculated at? Furthermore, Titan advised in their 10/14/2024 response that they had a receipt for the belt they installed prior to my inspection of the vehicle on October 5, 2024 and that the belt had been changed. I would like to request a copy of such receipt and part number. However in Titan's 10/16/2024 response Titan advised "The serpentine belt is getting replaced." Please advise how Titan is planning to address all other damage issues. I have supplied my mechanic's credientials and request that Titan Auto provide credientials for all certified mechanic's that have done work on my vehicle at their facilty. ( I know he previously stated that he had two mechanics working on the vehicle, one who fell ill and one who had to finish the job, I do not know who is repairing at this time). Finally, I am again requesting that the 12 month, 12,000 mile warranty be detailed. Does the warranty include labor? What addtional fee's will be charged? Is the new warranty through Titan Auto or DOWC? Does the vehicle have to be returned to Titan Auto should the new Engine fail? Are there any other previsions or stiplulations to the warranty?

  
  
  Sincerely,
  
  Sheri Figueroa

• Initial Complaint

  Date:07/26/2024

  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.

  On june 11 2024 I took in my car for service/repair on a little noise on my suspension and AC not blowing cold air.at Titan auto sales on *************************************************** which is where I originally bought my car, the reason I took it there was bc I had gotten a full cover warranty on my car when I purchased the vehicle, which the dealership provided. at first i thought the problems where minor and would be a easy 1-2 week fix but I was wrong. Im told that the rack and pinion needs replacement and that they would see if the warranty covers the part and repair and thankfully it did so I decide to move on with the repairs, after a month and a half of not receiving a call from **** the manager I decide to call the dealership for a update that same day they tell me that the car was actually ready I decide to go for my car and when I get there and pay the 458$ fee of the ac repair which supposedly wasnt covered by warranty and receive my keys and turn on my car all the dash lights are on and my whole interior is taken apart and my vehicle is unable to steer and drive properly which is something that did not have when I first took it in no dashboard lights where on my car is now a road hazard if driven on the street due to the lack of care and responsibility they took while handling the car. Their negligence caused the vehicle to be in worse order than what it was dropped off in I was told they werent able to reprogram my vehicle after taking the rack and pinion apart and couldnt do anything about it they couldnt find the reason to why the signal wasnt been transmitted to the car which explained my whole dashboard lights/ sensors and interior ripped apart after a serious discussion they were rude and forcing me to take my car back and take it to another dealership for repairs something which I didnt agree to do, after talking to **** that same day he said to give him a week to fix it today is July 26 2024 and I havent received my car I havent received updates

  

  Business Response

  Date: 08/06/2024

  We are working on resolving the issue with your 2018 Infiniti Q50.  We will update you as we progress with the repair.  If you need any other information or have any other questions please reach us at ************

• Initial Complaint

  Date:05/30/2023

  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.

  2017 ******* MKC developed an electrical problem 4-10-2023 while in ******, **. I took the car to *****************************************, ** for repairs. After 3 weeks Covert determined that the issue was in the ********** Electrical System. Then filed the diagnosis and cost to Titan Auto in writing as requested. The repair is $3100.00. Many calls, e-mails and written requests for Covert have not been return from Titan Auto Warranty, **********************************************************************************The contract was initiated 3-10-2022- milage ***** for 4 years $663 down and ***** for 24 months. Total Cost of $2652.12 with a $100.00 deductible .I personally have had to Sugar Grove and have now left the car for over 6 weeks waiting for repair's so I can Fly back to ****** to retrieve the vehicle.The resolution is for Titan to authorize the repair of the vehicle..

  

  Business Response

  Date: 05/31/2023

  Titan Auto Sales has no affiliation with Titan Auto Warranty.  We also have no record of having sold a 2017 ******* MKC vin# ***************** to ********************  The warranty information for Titan Auto Warranty shows the address as ****************** Suite ****, ***********, ** 87102.  Our dealership is located at ********************************************* and we have no relation to this warranty company.  

  We ask ******************* remove his complaint toward our dealership because this has nothing to do with our dealership.  We may share a similar name Titan Auto Sales and the warranty is Titan Auto Warranty but again we are not affiliated in any way with this company.

   

• Initial Complaint

  Date:05/18/2023

  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.

  The vehicle has a cracked engine block. It is covered under Titans 3 month **** mile warranty. However, Titan auto is refusing to honor their warranty and they refuse to pay for the cost of labor on repairs.

  

  Business Response

  Date: 05/19/2023

  The "Titan Advantage" Warranty is offered on all used vehicles which covers the engine and transmission for 3 months or ***** miles. All repairs must be completed at the dealership's service shop and not a 3rd party mechanic. We offered to make the repairs to the vehicle at our location at no cost to the customer, however, the customer declined and wanted their mechanic to make the repairs.  In this case we purchased the engine and shipped it to the customer's service shop where they are performing the repairs.  

  The 2010 ****** Outback was purchased on 3-22-2023 with ******* miles.  We were notified about the engine problem on 4-27-2023 and the vehicle currently has ****** miles.  We notified the customer about our policy and they made the decision to have the repairs performed at another service department.  

  Titan Auto Sales

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20074031
  
  I am rejecting this response because: The vehicle warranty does not state that repairs must be made at the dealership's service shop in ******** and the vehicle is currently ***** miles away in ******** with a cracked engine block and dry rotted tires.

  Titan auto states "We offered to make the repairs to the vehicle at our location at no cost to the customer, however, the customer declined and wanted their mechanic to make the repairs. We notified the customer about our policy and they made the decision to have the repairs performed at another service department."

  This is not exactly true! I have not "declined to bring it to them because I want to take it to my mechanic", I can't bring the vehicle to them. The vehicle is currently in *******, ********, Titan Auto Sales is in *****, *********** can not drive the vehicle from ******** to ******** for repair at the dealership due to the cracked engine block and dry rotted tires. Titan Auto Sales refuses to pay for transport of the vehicle to their shop and back to me, which, according to Roadrunner Auto Transport is around $2,350.00 round trip and is more than what a local mechanic will charge to install the engine. This would leave me no other choice than to take it to a local mechanic.

  When I spoke to the general manager of Titan ************** Paulos, and requested that the dealership cover installation costs at a local mechanic because the vehicle was ***** miles away, he refused to pay for installation of the engine or admit fault for leaving dry rotted tires on the vehicle, or pay for transport of the vehicle to his dealership Titan Auto Sales for repair.

  I asked him how he would feel if he had purchased this car for his son or daughter and the roles were reversed and he was in our situation and he said, "I wouldn't have bought that car, I would have gotten something dependable that was new."

  So, he wouldn't allow his child to have a pre-owned car from his own dealership because he knows can't rely on it to be dependable or good enough for them!

  WOW, I'm absolutely disgusted with their utter disrespect for the safety of others!! That statement from the the general manager **** Paulos says a lot about their "ethics", trustworthiness, and the dependability and safety of their vehicles.

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

  

  Business Response

  Date: 05/23/2023

  We have tried to assist this customer in the best way possible.  We offered to do the repairs and customer did not want to have the vehicle sent to ** for repairs.  Unfortunately, our efforts were not enough for the customer.

  As far as the comment that I wouldn't buy a car for my daughter from our dealership because they are not good enough for them is a complete lie!   I have actually purchased a car for my 18 year old son and 2 cars for my 22 year old daughter from our dealership.  It is sad that customers twist the words of others in order to make their case more believable.  Bottom line is customer bought a 2010 ****** Outback with ******* miles for $9983 and we are paying for a new engine for over $2500 at no cost to customer.  We view this as "good business" considering the customer did not buy an extended warranty and the engine failed after **** miles.  ******** requires a 2 week or 500 mile warranty on used vehicles sales and this warranty was exceeded, however, we are helping out this customer within our means.

  I stand by my ethics having been in business for 20 years and treating customers with honesty and respect.  Too bad you can't make everyone happy.

  **** Paulos

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20074031
  
  I am rejecting this response because:

  *******************, general manager of Titan Auto states, We offered to do the repairs and customer did not want to have the vehicle sent to ** for repairs.
  

  This is a lie. I do want to have the vehicle sent to Titan Auto for repairs, but it broke down **** miles away from Titan Auto and ******************* of Titan Auto refuses to pay the $2300 round trip shipping cost.
  This is bad business ethics to twist my words to make it sound like I am refusing to bring the vehicle.
  

  ******************* of Titan Auto also refuses to pay for the cost of installing the replacement engine at a local mechanic which will cost half of the shipping fees. This is also bad business ethics. 
  

  ******************* of Titan Auto states, Bottom line is customer bought a 2010 ****** Outback with ******* miles for $9983 and we are paying for a new engine for over $2500 at no cost to customer.
  

  The vehicle came with a signed Titan Auto advantage 3-month ****-mile warranty, so ******************* of Titan Auto is not doing ** any favors by replacing the engine.
  

  We view this as "good business" considering the customer did not buy an extended warranty and the engine failed after **** miles.
  

  It is not good business for an engine to fail after **** miles and once again it is supposed to be covered by the Titan Advantage 3-month ****-mile warranty.
  

  ******************* of Titan Auto states, ******** requires a 2 week or 500-mile warranty on used vehicles sales and this warranty was exceeded, however, we are helping out this customer within our means.
  

  ******** requirements do not matter here as once again the vehicle is supposed to be covered by the Titan Advantage 3-month ****-mile warranty, so ******************* is not doing ** any favors.
  

  Further, it is absolutely both horrible and deadly business ethics to send an 18-year-old off on a ****-mile journey from your used car lot knowing full well that the vehicle you just sold him has 9-year-old dry rotted tires on it, after your salesman ****** guaranteed ** that they were brand new. The 9-year-old dry rotted tires could have caused his death!
  

  ******************* of Titan Auto states, As far as the comment that I wouldn't buy a car for my daughter from our dealership because they are not good enough for them is a complete lie.
  ******************* of Titan Auto did state, I wouldnt have bought that car for my daughter; I would have bought a new one that was dependable.
  

  This implies that he knows the used cars on his lot are not dependable, at least not for anyone but his own children apparently.
  

  ******************* of Titan Auto states, It is sad that customers twist the words of others in order to make their case more believable.
  

  I do not require my case to be more believable. The facts are that Titan Auto sold my son and I a car with a cracked engine block and 9-year-old dry rotted tires and is refusing to pay for the labor cost to install the engine.
  

  **** Paulos response of making it more believable does not apply in any way to the facts of this case. However, is does seem like a desperate attempt to make my son and I look like we are the ones who are untrustworthy in this situation when the facts obviously speak for themselves.
  

  I am a retired ** Army Combat Medic and Disabled Veteran. I am also a doctor who volunteers in my community. My son is a 911 emergency dispatcher.
  

  We have no cause or reason to make up stories.
  

  I stand by my ethics having been caring for the safety, health,and well-being of others for over 25 years as a medical practitioner and one who has taken an oath to be trustworthy, honest, and above all, harm none!
  

  Sincerely,

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

• Initial Complaint

  Date:04/28/2023

  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 financed a car from a used car dealership the sales men said it has drive train warranty for 3 months or ***** thousand miles but the guy selling me the car said it has engine and transmission warranty for 3 months or ***** thousand miles which ever one is reached first. I asked if I find something is wrong with the car after I take it to my mechanic can I bring it back ? The sales men said yea. Then less than a week later after buying the car it started to make a knocking noise so I then took it to the mechanic he said the transmission was bad as well as a couple other drivetrain parts connecting to it. I took it back to the dealership and they told me they can not take it back or fix it unless its the transmission or engine thats bad. And they said I signed a bought as is paper when doing paper work so I can not return it. I then took it to a couple other mechanics they said the car needed axles as well so I fixed that. Then another mechanic said its fine now it might just be rust or something so I kept driving the noise kept happening so I then took it to ******** they said it needs a transmission and a couple of other things that add up to around ***** thousand dollars this is about 7 months after buying the car but I went back to them less than 2 weeks after buying the car telling them the transmission is bad and the other things surrounding it. They wouldnt fix it but they offered to only look at it.

  

  Business Response

  Date: 04/29/2023

  Customer purchased a 2015 ******** CLS on October 7, 2022 with ****** miles.  There was absolutely nothing wrong with this ******** and it ran perfectly!  Our dealership even offers a 3 month or **** mile powertrain warranty on every used vehicle we sell.  This **** mile/3 month warranty is clearly stated on our website and the vehicle details page.  This warranty is to provide confidence to our customers that we sell clean car with no issues. 

  However, we do not offer a ****** mile warranty as the customer stated.  The customer had the opportunity to purchase an extended warranty at an additional cost, which we offered during the sale and always recommend with every used vehicle we sell, however the customer declined the extended warranty. 7 months have passed and thousands of miles driven and the customer is asking the dealership to make repairs for free.  This customer made a decision not to purchase the extended warranty and is upset that repairs are needed.  We would offer to look at the car and provide an estimate on what repairs are needed.  

  We are confident that we sold a quality vehicle and conducted business in a professional manner throughout the entire sales process.  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19996258
  
  I am rejecting this response because: I had issues with the car less than 100 miles and less than a week of owning it. as well as the problem being tempered with to try and temporarily fix it instead of replacing. This dealership offers the **** or 3 month warranty no matter if its 1 million miles the car did not drive for more than a 100 miles or even worse more than 2 weeks of owning it Im already back in the dealership asking for them to take the car back or fix it. Instead of having good costumer service they blamed me for driving it like a sports car which it is not and refused to fix the transmission, transfer case, drive shaft etc issue. Where was the warranty that you guys advertised? Also even if you guys took a look at it you wouldnt have told me the problem so you dont fix it and pay out of pocket. They just say it but dont actually give you warranty they gave an implied warranty as well as a bought as is paperwork. Dont let them take advantage of you like they did to me.
  
  Sincerely,
  
  ***** Elmadmouj

  

  Business Response

  Date: 05/03/2023

  Every vehicle receives a 160 point safety inspection before being sold by our dealership.  ************* was inspected and road tested with no issues prior to being sold.  If there was an actual concern at the time of purchase everything would have been addressed at that time.    We cannot predict issues that *** develop in the future.  The customer made a decision to decline the extended service contract and is expecting the dealership to cover repairs.  

  We have attached signed paperwork that states the extended service contract was declined at the time of sale.  Also, the "as-is as shown" paperwork was signed by the customer.    We argue that there were no issues at the time of sale and we take pride in selling quality cars and providing good customer service.  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19996258
  
  I am rejecting this response because: I agree no one can predict the cars future obviously, but if I bought the car and the warranty was available in my case a-swell as the 15 day, 500 mile power train ******** law is in act why didnt they fix the car when the issue revealed itself and the car broke in less than 500 miles with normal driving. they sold me a car with a problem and logic shows that.
  
  Sincerely,
  
  ***** Elmadmouj

  

  Business Response

  Date: 05/08/2023

  We disagree with the customer that there was an issue with the car within the first 500 miles.  The customer purchased a 2015 ******** CLS on October 7, 2022 with ****** miles.  We are responding to this complaint on May 8, 2023 and this car has been driven **** miles since the time of purchase.  How is the dealership responsible for these supposed issues that exist 7 months later and **** miles later.  We state that there was no issue with the transmission within the first month of ownership and we cannot be held responsible for the customer choosing to decline the extended service contract.  

  Titan Auto Sales

• Initial Complaint

  Date:09/12/2022

  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 would like to file a complaint against Titan Auto Sales in *****, ********. I purchases a used 2014 *** X5 35i from this dealership on 8/15/22. Since this date, it has been nothing short of a nightmare for me. Within the first seven days of purchasing a used car with an extended warranty the seat fell apart, the check engine light came on and there was a very loud noise coming from the hood area of the vehicle. I contacted the dealership to let them know about the seat, loud noise, and check engine light on the following Monday 8/22. They told me I can bring it in to get checked out for the check engine light, they then told me I only needed a catalytic converter and they would replace it once the part was in, but never addressed the loud noise I reported. I took the car for an oil change at the *** dealership on 9/1 and was told that I needed the following repairs. Engine mounts, oil filter housing gasket, belt tensioner (loud noise), oil pan gasket. The total for repairs was estimated at ********. This does not include the catalytic converter that Titan Auto agreed to replace anyway. The *** dealership which inspected the vehicle contacted the Cars protection plus extended warranty place which then told them that none of the repairs are covered as they are considered normal wear and tear. What is the point of the extended warranty that will not cover items that they list are covered in their contract? This extended warranty was sold to me by Titan auto sales and added to my monthly car payments but I still have to come up with thousands of dollars from repairs that were not listed in the car facts provided to me by Titan Auto sales. I provided all of the listed parts that needed to be repaired to Titan Auto sales. I do fully understand a used car will not be in perfect condition but had I known the car was literally falling apart I would have selected another vehicle or taken my business elsewhere. Now I am stuck with this vehicle and the repair bills.

  

  Business Response

  Date: 09/14/2022

  The 2014 *** X5 was purchased and developed some issues soon thereafter.  We requested ******* to bring back the vehicle so we can look into the problems and we did agree to repair the catalytic converter at a $2,085 cost.  ******* did not pay for the repair of the catalytic converter and we offered to repair some of the other concerns for less than the quote that was received from the *** Dealership. We also provided a credit for estimate received from *** for any future repairs our dealership would complete.

  Extended service contracts are available and sometimes repairs are not covered for wear and tear items.  These extended service companies make repairs based on there own policies and Titan Auto has no input in the repair claims.

  Our dealership has attempted to resolve these concerns, and it is unfortunate that these issues have developed, but Titan Auto has acted ethically and professionally!  We did a $2,085 repair at no cost to the customer and even offered to help with some of the other concerns.  We would ask that we be reached at ************ in order to help.

  Titan Auto Sales  ************

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 18012282
  
  I am rejecting this response because: That is correct, they did repair the catalyst converter at no cost to me. However, why was there not a full inspection of the vehicle when you are providing inaccurate car facts? The is absolutely no way that I believe that shortly after the purchase of the vehicle that the issues developed. Not with 7 days of barely driving the vehicle. I provided a full video of the details that was found by *** technicians that were not found by Titan Auto sales not before they sold the vehicle to me nor did they inspect or find these things when I brought it in to them a few days before taking the vehicle in to the *** dealership and they diagnose all of the things listed in my complaint and seen and heard from the video. Why are they selling cars in that kind of shape? There were several leaks and a nearly broken belt tensioner. I have a photo which shows the mileage with the check engine light illuminated. I showed the video of the diagnosis to **** the day the catalyst converter was replaced by their technician. I don't have any faith in taking the vehicle back to their repair team since they did not know the belt tensioner needed replaced before I told them and showed the video, yet the technician there was supposed to look at the issues I reported when I brought it back the first time. Sure they offered a lower price to repair some of the items needed to be repaired. But the point is I have already paid *** $2,000 because I obviously could not drive the vehicle with a belt tensioner breaking and I felt I had no choice but to get that fixed immediately as it will cause more damage to the engine as heard in the video I attached. I also have no faith that the warranty they sold will assist me in the future, it was just something added  on to my car note payments that was sold to me. How is that considered normal wear and tear within the first 30 days of purchasing the vehicle. Then that means that this vehicle should have never qualifies for the warranty to be sold to. If this is the condition the vehicle was sold to me at by Titan Auto then that means that I should not be responsible for the normal wear in tear the condition was in that was not disclosed to me at purchase. I can tell you ****% that I would have never purchased this vehicle had the real condition been disclosed to me at purchase. I am sure this is known without being said. I have not even made the first car note payment but have had to come out of my pocket for repairs. Car facts should be true, factual and trustworthy. Professionalism does not mean that this is right and that I feel this is taken care of. I was also very professional under the extremely stressful, overwhelming and unnecessary circumstances.  How was all of this missed by Titan Auto Sales before selling the vehicle in this condition is a major concern. No one knew that the belt tensioner was nearly broke or that the check engine light was an issue? I am sure that vehicles should not be sold with those types of issues without that being disclosed to the buyer/consumer. 
  Sincerely,
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 09/27/2022

  We understand that these issues developed an we have assisted with some of the repairs that were needed.  We ask that we are given the opportunity to address other concerns the customer is having with the vehicle.  Please reach out to us at ************ so we can be of further assistance.

   

  Titan Auto Sales

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18012282
  

  
  I am rejecting this response because:

   

  I purchased this vehicle without being properly notified by this dealership about all of the things that were wrong with this vehicle. If that had been disclosed to me I would not have purchased this vehicle from them. I called the dealership Titan Auto within the first seven days of this purchase to notify them that the check engine light came on along with the loud noise coming from the hood area of the vehicle. They told me to bring the vehicle in and they would have their technician look at the vehicle. They only advised that the issue was due to the need of a new catalytic converter. They agreed to order the catalytic converter converter and repair this at no cost to me and they would let me know when to ring it back for the repair. I took the vehicle to the *** dealership three days later and they did the proper inspection and gave me a list of things that needed repaired that was NOT identified by the technician at Titan Auto a few days earlier or even before they sold the vehicle to me. I was told by the *** dealership that  if I did not get the immediate repair of the oil filter housing gasket and belt tensioner immediately,  there can be permanent engine damage. Once I took the vehicle back to Titan Auto and explained this to **** and I showed him the video of the *** dealer diagnosis as attached to this response, he advised they can do the repairs there at Titan Auto but for a cheaper price than *** estimated. My issue with that is the vehicle was sold by Titan Auto in this condition without notifying the customer and they want me to pay them for the repairs that were needed before the sale of the vehicle to me. Titan Auto technicians did not identify all of these issues when I took it back to them within the first seven days but I should trust that they will fix it properly and pay them for it? They keep implying that the issues developed after the purchase within seven days all of these issues developed. We know that is not the case. I do not wish to bring the vehicle back to them to pay them for the repairs and I do not wish to do any further business with Titan Auto. I would like this complaint filed with the Better Business Bureau for the record. I will take the vehicle back to the *** dealership for the remaining repairs which can be seen that I needed over $5,000 worth of repairs where I trust that it it will be fixed properly and move on. Titan Auto should have taken care of me when I took the vehicle back to them before I had to find out from the *** technicians what the issues really were. I am not interested in hearing about their lower prices for the repairs that their technicians were unable to identify when given the opportunity to make this right. Once again, they continue to imply that the issues developed after the purchase but any real mechanic can confirm that is not possible within seven days. I am grateful that I took it to the *** dealership when I did or there would be more damage that I would be responsible for that I had no idea about from Titan Auto sales. 

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

  

  Business Response

  Date: 10/06/2022

  We appreciate the response and we do acknowledge that we did not observe the issue with the belt tensioner and apologize for the oversight.  As far as the oil pan gasket and oil filter housing gasket repairs, we observed that there was no oil leaks at all with these components and there may only be some seepage which is normal for most vehicles with 90k miles.  *** does inform customers of recommended maintenance repairs and we did offer the customer to assist with repairs.  We understand that she is not comfortable with our service department doing the repairs but Titan Auto has been servicing all types of imports for over 15 years and we have extensive knowledge regarding these vehicles.  

  We would like to offer our assistance in getting these concerns addressed if this customer would allow us the opportunity.  We can be reached at ************

  Titan Auto Sales

• Initial Complaint

  Date:08/01/2022

  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.

  Amongst many, many issues I have had with this dealership now thy refuse to return $200 in registration fees that were explained to me as a payment the dealership was supposed to make for the cars registration in another state, ********. Not only do they refuse to give me back my $200 but they will not respond to my emails at all.

  

  Business Response

  Date: 08/02/2022

  The fee that was collected was for a drive away permit customer received.  Regardless, we are sending out $200 per your request.  You should receive the check in the next few days.

   

  Titan Auto Sales 

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

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17655267
  
  I am rejecting this response because: I received the attached response and I have yet to receive a check. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/15/2022

  ***** flew in from ******** to purchase a 2019 ***** Insight.  ***** arrived to purchase the car and did not have a cashiers check or any certified funds but presented our dealership with a starter check for $24,717.  We normally do not release cars without certified funds especially to someone who would be traveling to ********, however, we made an exception, in addition to reimbursing him for his Uber ride to our dealership.  After he arrived to ******** he asked when he would receive the title for his *****.  We informed him approximately a week because his check had to clear and starter checks take longer than certified checks.  He became upset and said he needed to register for Uber and claimed we were taking to long to send him the title. We are not in our control of the time it takes for funds to clear and we sent out the Title the day the funds cleared.  Then he claimed we lied about the gas mileage the car received.  We did not lie other than provide him information gathered from ***** stating his car gets 55 mpg city and 49 mpg highway. Gas mileage depends on many factors that mostly are effected by driving patterns.  Next he claims we collected $200 that was for registration.  The $200 fee collected was for a drive away permit he received along with the processing of this sales transaction.  We decided to appease ***** and send him $200 (even though we did nothing wrong and collected fees we incurred) but he decided to continue to slander our dealership. 

  We sold him a perfectly running car and have no regrets in any of our actions.  Therefore we are not sending him any funds.