ComplaintsforPreferred Automotive Group, Inc.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car at Preferred Auto a few years ago & I have ONLY taken my car to Preferred Auto on ************* here in *************** for maintenance or repair since. In September 2023 I went in for an oil change & the mechanic recommended a tune up. I got both services done. In December 2023 my heater wasnt heating & I stopped by Preferred Auto & was told I had ZERO coolant. Some coolant was put in & I have heat. Took my car back to Preferred Auto in Feb/March 2024 for an estimate of $2300.00. I took my car to my ********** couldnt find a leak in my coolant system. My coolant hasnt moved since I filled it up. My Uncle did find that my spark plugs were barely screwed in & my air filter had never been changed. It was actually the original air filter. I went to Preferred Auto on March 11 2024 & asked for the manager. I was told he wasnt in & left my number. I have yet to receive a call. I want an explanation of the service I received. I want my money back for services not done.

  

  Business response

  04/08/2024

  Good afternoon,

  First and foremost, we have appreciated your continued business with Preferred Auto in both sales and service. I have attached the following: our service records of what we invested into our vehicle prior to the sale, all of our service records dating back to 10/14/2020 since your first service was performed with our service department records up to 2/23/2024, as well as the protection that we guaranteed and that you purchased when purchasing the vehicle.

  Before you and your husband purchased the vehicle, on 11/29/2018 we performed $277.62 in our service department. A few months later on 2/17/2019 the vehicle was purchased and with certain conditions as stated on the "buyer's guide". We sold this vehicle "AS-IS" with no warranty. Fortunately, at time of purchase there was remainder of the manufacturer's warranty remaining as well as extended service contract protections available. Which *********************** did take advantage of. There may be some time and mileage of their warranty left and coverage options, but they would have to check with their service protection provider to see what is (if any) is available: ********* being the carrier on this.

  As far as the customer's concerns in December of 2023, we have no record of this transaction performed. Moving forward, customer did bring in vehicle for "engine light that comes on "intermittently and vehicle is losing coolant, advise for leak". As far as the inspection performed on this, we have ASE certified technicians to gather this diagnosis and get the best possible analysis for all our customers - diagnosing any light and having an advanced diagnosis does use the technicians time which is why there is a cost associated with it. 

  Regarding, anything promised from day of sale, we sold the vehicle "AS-IS" but to try to make this right we would be happy to take a second look at this free of charge with the spark plugs and coolant system but cannot guarantee to fix (i.e. remove and replace) anything for free beyond that. Again, thank you for the continued business and we hope to make this right.

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

  General Manager

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $20,000 we got a 2016 ***** from preferred auto. They knew that it didnt work very good and sold it as is so they didnt have to repair it. This is going to cost nearly $10,000 to have it fixed so another words I bought a brand new car I cant use it I couldnt use it three days later try to return it they said no.

  

  Business response

  11/21/2023

  Good Afternoon, The ******** purchased their 2016 ***** from Preferred Auto on 10-16-23. The deal was started on this date, and finished on 10-17-23 by sales manager *******************. At the start of the deal, the ******** informed Preferred that they were providing their own financing through ***** *********** credit union and would be bringing a check back the next day. They were informed that if they wanted to purchase a warranty through Preferred, they would need to let their bank know. They declined. On 10-17-23 they came back to finish paperwork and **** again asked them if they wanted to purchase a warranty since their vehicle is "as-is" from Preferred. They again, declined and said they purchased one through their credit union. They were told that sometimes those warranties do not cover everything. They again declined to purchase on with Preferred. The ******** also signed 3 pieces of deal paperwork stating that the vehicle is "as-Is" Please see attached. Approximately 2 weeks later they came back to Preferred and said they had a thermostat issue. Preferred paid for the diagnostic fee. They were told they needed a new thermostat. The ******** said their warranty would not cover that. **** let them know, that their car again was a as-is car and that they have a warranty through a outside lender and to contact them on why they wouldnt cover it. The ******** then went to a ***** dealer who stated they needed a new engine. According to the ******** their warranty would also not cover this. When **** asked to see the warranty to help them call their bank,  only a pamplet was presented without any documentation. At this point Preferred could do nothing else other than let them know to call their bank and the warranty company to handle as they bought the car as-is and without a in house warranty. 

  The ******** then went onto ****** and gave Preferred a one star regarding the purchase of their car. Thanks, ******* 

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within 30 days my breaks and roders needed replaced. They were very rude said they didnt have to and ins didnt cover. They ended up fixing them but made me buy all parts. In September 2022 both my door panels are coming in glued, I called they said nope warranty dont cover that. Now my radio is going crazy havnt called yet but Im sure they will. Or help. And after reading reviews I dont know how theyre allowed to keep selling lemons. I shouldnt have to pay ****** for a car and a bunch of repairs on the first year ????

  

  Business response

  11/22/2022

  I received a BBB complaint today and we need more information.  We can not locate this customer in our system?  Can we get a VIN number on the vehicle?  She may have the wrong dealership?

• Initial Complaint

  07/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a vehicle from the dealer on state street and these guys had posted that it has a DVD player on their add and its half the reason I bought the vehicle 2 days later I come to find out it dont work and they are not willing to fix the issue its only a 700 dollar fix and they have spun me around since July 7th on this issue for them to tell me they wont fix it when it was in the add of the truck that it a had a dvd unit in the truck that I paid 38k for this business then made fun of me because I had to finance the vehicle and **** was extremely rude to me today . Im the photo shows the dealer took pictures of the unit and advertised on their post that it had a DVD player .

  

  Business response

  07/30/2022

  First of all, I want the customer to know that we are going to make this right for him.  We did sell this vehicle AS IS, and offered a warranty to the customer, and the customer declined the coverage.  But, this DVD was not working at time of delivery and that is our mistake.  My service department was supposed to contact the customer and they thought that the sales department would be handling this.  It was all a big miscommunication and for that I personally apologize.  I am looking into a repair for the DVD player this coming week.
  I do have a big issue in the way that the customer handled himself at our place of business.  He was threatening and derogatory to my staff and was extremely disruptive.  We run our business with a simple rule..."treat others the way that you would want to be treated"  When he came to the store with the attitude he had, my managers got defensive and rightly so.  We are NOT PERFECT, but we try and do what is right at all times.  
  I am happy to repair the DVD after the customer apologizes to the staff and to Preferred as a company.  Take down any negative social media posts and that they are satisfied with the BBB claim.  I personally will make sure that this is done correctly.
  

  Respectfully,

   

  *********************, owner

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sold me extended warranty and their service department claims that the knocking from my lifters is "normal". No person in their right mind would believe this, and the fact they would get paid for fixing it and will not fix it blows my mind.

  

  Business response

  08/10/2021

  We completely understand the frustration that the customer is having.  The slight tick that is coming from the engine is lifter noise and is common with Chrysler products.  We called the warranty company and they had us make sure that it was within the specs that Chrysler has and it fell within those specs.  There is no oil consumption or driveability issues and therefore the warranty company has denied any repairs.  The warranty company also asked for the oil change receipt because the customer had put ****** miles on since purchasing.  Oil changes are to be done by an ASE certified technician as stated in the warranty.  The customer had a receipt for the oil and filter, but it showed it was for a F150.  The warranty company was willing to overlook this and still look into the repair.  Again, they have said that it falls within the specs of Chrysler and it currently is not a repair that warrants  a repair.  We would be happy to repair the vehicle if the warranty company approved it.  The customer has decided to start a social media campaign against Preferred Auto and in reality this is our of our hands and is a warranty claim.  

  Customer response

  08/16/2021

   I am rejecting this response because:
  
  The company has denied there is an issue with my car, although another shop in town clearly identified an issue. 

  Customer response

  08/16/2021

  Yes, the other business did state this was covered under warranty, however, the warranty company says preferred must fix it because it is over $1000.. They are refusing to speak with me because I contacted the attorney's general... 

  Customer response

  08/16/2021

  Here is one item. 

  

  Business response

  08/16/2021

  The van is now at our ******* location and the warranty company gave us permission to tear down to failure.  This will allow us to look inside the engine and see what the problem is.  This has nothing to do with the fact that we do not want to repair the van, rather we are at the mercy of the warranty company.  They have given us the ok to look and see what the problem is.

   

  Customer response

  08/18/2021

   I am rejecting this response because:
  The ONLY reason that this van is even at their location is I took it (at a personal cost of $100) to another ASE certified mechanic who IMMEDIATLY identified an issue with the number 6 lifter (an issue their "mechanic" denied) and the warranty company has an obscure clause in the contract that REQUIRES it to go back to the selling dealer. They now have it "tore down" only to be now told we have to wait three days (we are paying $50 a DAY to rent a van while we wait) IF this third party determines there is a "covered event" we ONLY THEN get the privilege of renting a car FROM THEM for $35 more a day. The dealer can deny that this is their issue but responsibility lies squarely on their back because they are the ones who originally told the warranty company it was "normal". You have to understand this dealer is making HUNDREDS of thousands of dollars selling these "warranties" and then they try to blame the warranty company when they actually have to fix a covered event (an act they probably have to pay for) because it takes away from their massive profit. I have purchased a number of these warranties from reputable businesses and I have NEVER had issues with a company/dealership like this. They absolutely have created this mess, and now I am faced with covering the cost of an attorney (at $250 an hour) to resolve it if they don't do right... A cost I cannot probably recover even if I was successful in court. It is only because of my persistence, and their slight interest in appeasing the BBB that this has even got to this point. I would venture to guess there are a number of other people who have been duped by this business and their shady warranty company but they lack the resources and intelligence to do anything about it. They have lied in this forum and will continue to say whatever they think will help them "look good" while telling me "we can't help you because you contacted the attorney general"... I doubt that the ** really is going to look favorably on a company that has a legally binding obligation to do something just turning their shoulder because I called them out on their illegal behavior. 
  
  

  Customer response

  08/19/2021

  *******,
  
  Thanks for your help with this complaint, I would like to inform you that it has been resolved to my satisfaction.
  
  Thanks for all your help.
  
  Travis 

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