ComplaintsforSuperior Auto, Inc.

• Initial Complaint

  07/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to Superior Auto, located at ************************, **, to purchase a vehicle less than 30 days ago, on June 17, 2024. The associate I purchased the car from was ***. I was not given a copy of the papers they rushed me to sign.Despite my repeated calls and visits to the location, I have been unable to secure a dissolution of the contract signed less than 30 days ago. The situation has become urgent as I was threatened that if I return the vehicle, I will be responsible for all payments regardless. I have communicated with other Indiana Superior Auto dealers who have expressed that this is not how business is done. On July 9, 2024, I met again with ***, the Manager at the ****** location, who has done nothing to help resolve the situation. In my opinion, *** is stretching out the time to avoid granting me the option to back out of the contract I signed on June 17, 2024.

  

  Business response

  07/19/2024

  We employ electronic signatures, so we do not provide paper copies of executed documents unless they are requested.  However, as required by the Truth-In-Lending Act, we do provide the Federal Truth-In-Lensing Disclosure in paper form that the purchaser keeps, and that document is provided before any documents are electronically executed. The paper form of the Truth-In-Lensing Disclosure contains the Annual Percentage Rate, the Finance Charge, the Amount Financed, the Total of Payments, the Down Payment and the Total Sale Price.  After this item was handed to the complainant,she agreed with its terms and chose to execute the documents.  The exact same Truth-In-Lending Disclosure is presented on the Retail Installment Contract and Security Agreement which is subsequently executed electronically.

  Per the complainants request, we emailed her a PDF file which contains copies of the documents that she executed in conjunction with the purchase of the subject vehicle.
  Neither the statement stretching out the time nor the multiple mentions of 30 days have any relevance. There is no right of rescission or dissolution of a motor vehicle purchase in *******. Moreover, the complainants statement that other Indiana Superior Auto dealers told her that this is not how business is done has no basis in fact.  All other Superior Auto dealers operate under the same set of rules.
  
  According to our records, the complaint called our ************* on July 6, 2024 to ask what would happen if she returned the subject vehicle. We informed her that such an action is defined as a voluntary repossession, that it would be reported to the credit reporting agencies and that she would still be responsible for paying the balance of the contract.  This was not a threat of any kind; we simply provided a complete and honest answer to the question that she asked.
  
  Regarding the complainants desired settlement, dissolution of the contract would not be appropriate under the circumstances.

• Initial Complaint

  07/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am writing to express my deep disappointment and frustration regarding a significant issue that has caused a major inconvenience to my daily life.I purchased a vehicle from Superior Auto in ******, *******, on May 23, 2024, under a 4-year lease agreement. According to the contract, I am to pay a total of $26,120.67 for this vehicle. Additionally, I paid a $195.00 documentation fee and a $15.00 title fee as outlined in the purchase agreement.On July 2, 2024, I attempted to register my vehicle at the Indiana BMV but was unable to do so because the dealership had not yet sent in my title. My temporary tag is set to expire on Sunday, July 7, 2024. Despite numerous attempts to resolve this issue with the dealership, I have only encountered delays and unhelpful responses.*************************, the agent who assisted me with the purchase and has been my primary contact, has been unable to provide any clear answers or solutions. She has repeatedly stated that she needs to reach out to others to understand the situation but has not made any progress. Furthermore, my efforts to contact corporate and regional offices have been unsuccessful.I urge you to address this matter immediately to avoid further inconvenience and potential legal issues due to an unregistered vehicle. I am looking for a prompt resolution to ensure my vehicle is properly titled and registered without further delay.Thank you for your attention to this matter. I look forward to your swift response.To resolve this matter, I would like the dealership to:1. Expedite the processing and submission of my vehicle's title to the Indiana BMV immediately.2. Provide a written confirmation that the title has been sent to the BMV.3. Extend my temporary tag or provide a loaner vehicle until the registration is complete to ensure I am not left without transportation.

  

  Business response

  07/18/2024

  We do not deny that there was a delay with the title.  However, that title has since been transferred into the complainants name thus completing the transfer of ownership.
  
  According to our investigation, the following options were clearly communicated to the complainant on July 3, 2024:
  
  [1] full rescission of the sale, including a refund of all money paid, or
  [2] exchange of the subject vehicle for a different vehicle
  
  When presented with these options, the complainant told us that she wanted to think about it.
  
  On July 6, 2024, the complainant told us that she wanted to exchange the subject vehicle for another one, but there was no other vehicle that she wanted which was available at that time.  Please note that she still had the option to rescind the transaction and receive a full refund, but she still chose to wait for the title to be processed.
  
  Given the options that we presented, we vehemently disagree with several of the statements contained in this complaint.  No reasonable person would construe either of the aforementioned options as unhelpful responses or [being] unable to provide any clear answers or solutions
  
  In summary, we duly acknowledge the fact that the title was delayed. Accordingly, we made very reasonable offers to rectify the issue.  Again, one of those offers was a full rescission of the sale along with a full refund. However, rather than accepting rescission when a suitable vehicle was not available for exchange, she chose to submit a complaint to your organization when she herself made the choice to continue to wait for the subject title to be processed. This gives rise to the notion that the purpose of the complaint was to discredit us rather than to find a resolution.  Moreover, the fact that the title has since been transferred renders the complaints desired resolution moot.
  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was less than a day late on a payment. Which I totally just forgot about because I'm also in school. So, as I was doing a Door Dash delivery. I noticed a car following but didn't think much of it. Therefore I continued with the delivery. Once, I got to my delivery address. I hopped out and did my delivery, as usual. Upon returning to my truck, a car pulls in front of me. It blocked my path and as I tried to back up. The same car I noticed following me. Then proceeded to block me in from my rear. I was able to get out of the parking lot I was in. But the car that blocked my front was following me now. Scared and not knowing who it was, I drove all over. Shaking, nervous and confused, I dropped my passenger off. Then left town, but it wasn't until the next day I realized who it was. And it was Superior Auto who was the culprit. This was the fourth time it happened to me. Yes, I realized I could've did auto pay. But as I stated I work and am a full time student. Also I am a father, who understands things come up. So, I didn't do Auto Pay. That's besides the point though. The reality is that, they are unprofessional and tried to intimidate me. Because I don't understand why I was being followed by cops also. They can it wasn't but I've taken pictures and know they had something to do with it. I haven't been able to work because of the anxiety caused from this situation, at all. People constantly passing by my trailer and following me day and night. I want a resolution to this issue without having to go to small claims. And the only reason I know they are responsible for getting the police involved. Is because, Superior have a GPS attached. But I couldn't even go out of my neighborhood without being harassed, even with my children in the car. At this point, I don't care about the truck. What I care about is my peace of mind and a remedy without having to go to small claims. I just know that, it was wrong and definitely not business like. But if I have to, court, it is.

  

  Business response

  07/09/2024

  We do not deny that we have searched for the complaints vehicle. However, this is normal activity for a person who simply discontinues making payments and hides the collateral as the complainant continues to do. The most recent payment was posted to the complainants account February 21, 2024, and he has made no subsequent payments. His account was consequently charged off as uncollectible debt and was forwarded to an attorney who will seek a money judgment against the complainant in civil court.

  If the complainant was actually followed by cops as he claims, then he was being followed for a reason (or reasons) unrelated to his account with us. Law enforcement simply does not and will not assist a creditor in its efforts to recover personal property which secures a default contract,unless the creditor first obtains a court order to take possession of said personal property.  We have obtained no such court order, thus the complainants statement that we are responsible for getting police involved has no basis in fact.
  
  To summarize, the complainant has been driving the subject vehicle for approximately five months for free as he refuses to make any payment.  Moreover, the complainant has demonstrated his robust ability to purposely and deliberately evade our efforts to obtain payment and/or recover the subject vehicle, yet he wants a resolution to this issue
  
  Under the circumstances, issuing any form of refund as is stated in the complainants Desired Settlement would simply be absurd.

  Customer response

  07/10/2024

   I am rejecting this response because:
  They are lying and I have proof of the nonstop following of the vehicle. Once again, I was blocked in on 3 separate occasions by the man with the teardrop tattoo. Also, law enforcement was given access to my GPS on my vehicle. Therefore, they made it nearly impossible to do anything. They have caused an emotional toll on me, that can be corroborated by others. All these times, I was blocked in, there were witnesses. So, the fact that they want to insult my intelligence, is absurd.
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $340 Paid via company overnight drop box, two days later I'm hassled on my doorstep and threatened the repossession of my car by end of day if unable to resubmit payment by the very two new employees having likely stolen the payment. Stated they tried calling first but phone ran busy, hello this is the 21st century when most everyone has cellphones which are equipped to ring through notifying the party and supplying automated voicemail if not answered. I have no record of an attempted call or at the very least a voicemail informing of the missed/ " Stolen " payment. I believe their to blame by the very shady way they acted once I resubmitted the payment I was ever so blessed by family to be able to, unable myself to afford the financial burden faced by the apparent vanished payment. I mean my entire immediate family ourselves walked the payment down and having heard the thud which indicates reaching the bottom like previously many times before and never an arised issue. I think what reputable business doesn't have cameras recording this or at the very least monitoring the premises of the place they so display their own valuable product thus being cars which is the very thing making them money. Shady if you ask me all around, not to mention their statement on their supplied envelopes to leave any necessary payment in afterhours/ overnight drop box stating their not reliable for any lost items or the theft of which. If that wasn't a sure enough deterrent, I should have known then to expect any different. Also totally unrelated but this location for starters sold us one vehicle and after finalizing the deal and paperwork furnished a complete different vehicle two model years older and the next day the starter goes out having yourselves replaced it, they call a week later stating their mistake demanding I swap them vehicles and take the car their records indicate having been sold without reimbursement of the repair, and its starter also went out days after.

  

  Business response

  07/08/2024

  To address the complainants statement regarding the mistake with the initial sale, it was indeed a human error and we sincerely apologize for the inconvenience.  According to our investigation,the inconvenience that she experienced did not give rise to a complaint when the mistake occurred, thus we are unclear as to the reason for which she is complaining about it at this time. Furthermore, we do not see where the complainant mentioned a repair for which she paid, nor did she ask for reimbursement thereof.  However, we will be happy to further investigate this particular matter if she provides bona fide proof of the expense.  She can send that directly to me at *********************.

  The remainder of this complaint is predicated entirely upon the fact that the complainant blatantly ignored a very clear warning not to drop cash in the drop box. Please see the file identified as Drop Box Notification.pdf, which contains a photo of the very same drop box to which the complainant refers. A reasonable person would agree that this warning is both conspicuous and unambiguous. The fact that she previously dropped cash without a problem has no relevance. 

  If the complainant prefers to continue making payments in cash, we vehemently advise her to make such payments in person during our business hours so that she can obtain receipts. Conversely, if she would prefer a different method of making future payments, we have a number of other options available to our customers. The ****************** office will be happy to describe those methods.

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2016 Chevrolet Equinox from Superior Auto in ***********, ****. My complaint is that I asked the Account Manager if I would be able to make my payment on Monday 6/3/24? It was due on Friday 5/31/24. She said that she was putting a note in the system about it. On Saturday 5/1/24 my vehicle was repossessed. I called and spoke to her and she said that it was only a note. There is nothing she could do. I was under the impression that I was ok until Monday. I would have brought the car back to them until I could pay on Monday to avoid any extra fees and a repo on my report. This was very dishonest of her and Superior Auto to lead me on like this. Like I said, I asked her several times that it was OK to pay on Monday??? This was so dishonest of her. She could have told me that it would still be repossessed. I would have let them hold it until Monday.

  

  Business response

  06/14/2024

  After further investigation, we agree to the billing adjustment that this customer cited as his desired settlement. Consequently, we will adjust his account to reapply the previously paid repossession fee as a regular account payment.  Furthermore, we will ensure that the repossession is not reported to the credit reporting agencies.That being said, we feel as though this customers complaint has been resolved to his satisfaction.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle January of 2022. In June 2022, it broke down and bounced from shop to shop getting a new motor, replacing all sorts of sensors, until November 2023 when they discovered it needed a timing chain on the motor that was replaced. In February of 2024, my car broke down again for another snapped timing chain and the shop did it under warranty. I got it back a month and a half later and it broke down again middle of May 2024. Now, I'm being told that I need ANOTHER motor and they want me to take ANOTHER loan out. I currently owe around $15,000 on a $5,000 vehicle and pay almost $900/month for a car thats been in the shop for a total of 20 months out of the 29 months I've had it

  

  Business response

  06/11/2024

  This customer did in fact purchase a GMC Acadia on January 5, 2022, pursuant to the terms and conditions of a retail installment contract and security agreement.

  This customers statement they want me to take another loan out is simply misleading. It should be emphasized that we neither advocated,promoted or otherwise encouraged this customer or any other customer to finance a repair.  We merely offered assistance by way of financing a repair and this customer chose not to do so.
  
  We have agreed to trade this customer out of his current vehicle.  Consequently, it is our belief that this customer's complaint will be resolved to his satisfaction.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased car March 22nd 2024: Within a couple of weeks the car did not drive straight, the car had showed severe misalignment issues - likely related to a previous undisclosed wreck the car was in. Left a note to be contacted on March 31st under the door with the payment inside. Note was on the outside of the envelope regrading the car not driving correctly a week after purchase. The car steering wheel had to be turned to the complete side in order to drive it straight. After arriving in ****** at my moms house the car would not even start. The dealership never contacted me to fix the car only to receive payments. The car is unsafe to drive and would have been sold to me in this condition.

  

  Business response

  06/07/2024

  As stated in this complaint, a note was left in our office which contained a request for a return call.  However, the complainant failed to mention that the person who wrote that note identified herself as the complainants mother.  Pursuant to company policy and federal regulations, including the ********************************** Act, we do not engage in discussion with any person who is not an account holder unless an account holder is present.
  
  Our records indicate that the complainant made in-person payments on March 18, 2024, and again on May 14, 2024, but he failed to mention any mechanical problem during either of those visits. If the complainant would prefer to have his mother discuss the issue for him, she may certainly accompany him to our office during regular business hours.
  
  It should be emphasized that the complainant was issued a 24-month 24,000-mile limited warranty in conjunction with his purchase.  It should also be mentioned that there was no additional cost to the complainant for that warranty. Moreover, it is not restricted to the power train as are many used vehicle warranties.  In addition to the engine and transmission,coverage extends to the electrical system, brakes, drive axles, cooling system,air conditioning and steering/suspension. By his execution of the warranty related items, the complainant understood and agreed to the terms of that warranty at the time of his purchase, thus a reasonable action would be to contact that warranty provider to submit a repair claim.
  
  The complainant stated that his desired resolution is to have the subject vehicle repaired.  We advise him to contact the warranty provider for that purpose.  At this time, it appears as though hes made no attempt to initiate a claim.
  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a car from ******** auto Madison ******* In Jan 23 Recently the engine went out the car is under warranty I have never missed a payment Finally got warranty to ok a garage to fix the car and i had i towed to the mechanic I was running short on money due to tow bill i paid 120 may 17 2024 i owed 103 the company soupier auto repo the car with out warning and it was not even fixed i need help i dont want this on my criedt i dont have the car i dont want to do bussiness with people like that thank you

  

  Business response

  06/03/2024

  ************************ did in fact purchase a Chevrolet Equinox (Vehicle)pursuant to the terms and conditions of a Retail Installment Contract and Security Agreement (hereinafter Contract). Based on the content of this customers complaint, it appears as though she arbitrarily reduced the amount of her payments because of her other expenses. However, regardless of a borrowers unrelated expenses, contractual payments are still due on or before their due dates.  The necessity of timely payments was communicated very clearly to this customer.

  The circumstances surrounding this complaint are straightforward:  the associated account was past due and the Vehicle which secures the related contract was consequently recovered.

  On May 24, 2024, this customer informed us that she is represented by counsel. In the interest of expediting any further communication regarding this matter, the attorneys written correspondence should be sent via U.S. Mail directly to our corporate office at the following address:
  
  SAC Finance, Inc.
  ******************************************************************************************
  Attn: Compliance Department

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle on 3/07/2024. Was given a 15 minute *** test drive, after signing contract and paying $4,000 down payment my wife drove the vehicle home. 5.5 miles from the dealership the check engine light came on. The engine code was for the catalytic converters. Upon changing the catalytic converters and the o2 sensors we noticed a huge oil leak coming from the oil filter and coolant housing, so we replaced that as well. When changing the oil filter housing, you have to change the oil as well. The oil drain plug was stripped completely so it wasnt able to be changed without replacing the oil pan. Yesterday, our transmission exploded. The vehicle is completely inoperable, it has no gears at all. The parking break had to be engaged to stop the vehicle from moving, even in park on a flat surface. With the purchase being 21 days ago at the time of the vehicles failure we feel superior auto should dissolve the contract and retain $50 per day that we have had the vehicle in use totaling $1,050 of the $4000 we put down. There is a warranty offered but the warranty will only come up to $5,000 anything after that amount is out of our pocket, the rental car and towing of the vehicle is our financial responsibility as well.

  

  Business response

  04/22/2024

  ****************** (hereinafter Complainant) did in fact purchase a 2018 Dodge Grand Caravan (the Vehicle) from Superior pursuant to the terms and conditions of a Retail Installment Contract and Security Agreement (the Contract), which was subsequently assigned to SAC.
  
  The Complainant was issued a two year 24,000-mile warranty in conjunction with his purchase at no additional cost to him. The details of that warranty are unambiguous and were appropriately disclosed at the time of the purchase.  Furthermore,all potential purchasers are encouraged to take any subject vehicle to a mechanic or repair facility of his or her own choice prior to finalizing the purchase.  According to our records, the Complainant chose not to exercise this pre-purchase inspection opportunity.
  
  However, after further investigation into this matter, our senior leadership has decided to consider extending assistance beyond that which is stipulated by the contract, the buyers guide and the associated warranty.  In order to determine the extent of any such assistance, we need to gather further information from the Complainant about the mechanical issues that he cited.  For that purpose, we ask that he call me directly using the contact information provided below.
  
  The plan to lend such assistance originated from corporate office review, not from the **************** The reason we mention this is so that the Complainant knows to contact me directly (as previously mentioned) rather than calling the ****************  If he chooses to contact the *************** first,they will not be able to assist him at this time.
  
  Our corporate office hours are 8:00 AM to 5:00 PM weekdays.  If I do not answer when the Complainant calls, he needs to leave a voice mail message and I will return his call at my earliest opportunity.
  
  

  Customer response

  04/23/2024

   I am rejecting this response because: SAC senior management requested I call them directly to discuss further but provided no contact information.
  
  
  

  

  Business response

  04/24/2024

  Contact Information is:

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

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

  Customer response

  04/29/2024

   I am rejecting this response because:
  
  We are still in contact with them waiting for options 

  

  Business response

  05/06/2024

  After further review and investigation, we have agreed to ********************** request.  We have been in direct contact with him over the past week and we have already discussed the details surrounding the completion of the transaction.

  As a result, we believe that ********************** complaint has been resolved to his satisfaction.

  Customer response

  05/10/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I *********************************, purchased a vehicle from (Superior Auto) on November 30th, 2023. When I first got the vehicle I test drove it and I liked the vehicle. At the store they told me the vehicle went through a 21 point check at their company and that they topped the oils off so I took their work for it. On January 19th, 2024 (69 days of having the vehicle) I experienced my first issue and it was no reasoning for it. The inner and outer tie rods broke as I was driving. I had the car towed to a local shop in ******* **** and they quoted me ($800-$1000) for fixing I didnt have that kind of money so I contacted Superior Auto after remembering they gave me a warranty. They recommended a shop that took the warranty which was in newark. I couldnt get the car towed from the shop it was at to go to newark until the next day which was a saturday. I live in ******** and the shop they recommended closed at 2pm on that Saturday and I couldnt find a tow truck who could take it there in time so I then asked Superior Auto could I tow it to the store and they could possibly take it down there to the shop on their tow truck. They told me yes , that they would try to drive it there because it didnt sound that bad. So that Saturday (Jan 20th, 2024) the car arrived at superior auto. They told me that Monday they would take it to the shop they recommended which isnt even 10 minutes away from them. They then called me on Jan 22nd 2024 stating they couldnt drive the car and that i would need to call a tow truck to that it (less than 10 mins away) I tried to get them to work with me because i had just paid for a tow and i still had to pay my car note that week so I asked could they possibly take it on one of their tow trucks they stated no , i would have to call a tow truck so i found a tow truck that i paid $75 for to take the car 3.0 miles to the car shop. I paid $150 for the car to get out of the shop that time and I still had to pay my $196 car note for that week. I then got the car back and experienced another issue on February 1st , 2024. As I was driving I started to hear a really loud and heavy knocking on the engine which then I stopped and checked the oil and it was completely dry. I had barely driven the car and by it being in the stop I didnt drive it for about a week. So I know in the matter of approximately 50 days just driving back and forth to work that I could have possibly ran the oil bone dry. I then called them that same day explaining to them what was going on and I spoke with ******* and she told me it was my fault and that I shouldve gotten the car checked after buying it which yes, could be my fault but I took their word for it. They were not budging from how they left so I scheduled an oil change for the following day February 2nd and after I got the oil change the place told me id need a new engine because the damage was permanent and the knocking and check engine light would not go away. I then called Superior Auto back and let them know what was going on and the ** **** said very rudely put enough oil in it and come to newark and ill pay for the oil change I said its not about the oil change because i already got the oil changed , its about me needing a new engine on a car i just got so she told me wait until Monday and take it back to the same shop that fixed the first issue. So i said okay , i had work the following day which was Sunday February 3rd so i had to still drive the car. As im driving on the highway the cars speed just dropped and I almost caused an accident someone helped me get to the side of the road and all of the new oil was on the ground and the car was smoking. I didnt know what to do , I couldnt contact Superior Auto that day because they were closed. So i had to leave the car on the side of the road. At that point my parents were tired of me being stranded with this car and it failing me so my dad and I went to Superior Auto on February 4th and I spoke to **** in person. I told her that I couldnt keep doing this with the car and that theres no way all they issues should be going on with this car and I just bought. She told me shed reach out to the *** of the company to see what he wanted to do and if I could get a new car. She had someone names ******* call me to tell me that the *** said I have to use the remaining money from the warranty they provide to get the car fixed. I told them i didnt want a car that needed a new engine less than 2 month of me having the car. They basically told me theres nothing else to do. So I put the car back in the shop and they fixed the engine. I called the shop to get an update and they told me that i also needed a new starter because the starter was cracked they had already put the starter on without letting me know so when I got the car out of the shop I ended up paying $500 because after the engine price the warranty money was gone so instead of the $150 I was expecting to pay it paid $500. All this on top of still paying $196 a week even on weeks I didnt drive the car for weeks at a time due to it being broken down. After I got the the car out of the shop after getting a new engine 2 more lights popped up on the dash and again I called to let them know because I knew the warranty money was gone so id have to pay out of pocket but I was hoping theyd help me out considering all these issues are back to back. **** the ** told me to come back to newark and go back to the car place & let them check it & let her know what they said. So i did just that , im traveling 40 minutes from ***************** each time. So when I call her to let her know what they said the other people working at Superior Auto said she went out of town for a meeting. Which was already planned and she still told me to drive there knowing I dont live in ****** and she knew everything I was going through to travel back and forth. After they told me what the issue was the 3rd time the car shop ordered the part and offered to put it on my car for free as long as i paid for the part because they felt bad at the amount of time and money ive put into a car that i just bought. So they then put the part on the car and turned out that wasnt even the issue. So they are currently trying to figure out the issue of the car and why all these things are continuing to happen. So March 16th , 2024 I woke up and i couldnt even start my car , nothing was working and i finally got it to start & on the dash its reading battery dying due to electrical issues on the exterior of the car. I had an appointment with ******* dealership to try to trade the car in but I couldnt due to the amount I still owe on the car.

  

  Business response

  04/05/2024

  ******************** did in fact purchase a 2020 ******* Elantra (the Vehicle) on November 30, 2023 pursuant to the terms and conditions of a Retail Installment Contract and Security Agreement.
  
  We encourage every purchaser to take any subject vehicle to a mechanic or repair facility of his or her own choice prior to finalizing the purchase. Furthermore, this customer was issued a two year *********** warranty at no additional cost to her.  That warranty paid $4,850 toward the customers mechanical issues. Moreover, the warranty documentation is unambiguous in terms of which items are covered thereunder, and this customers execution of that warranty documentation confirms her agreement with its terms. The starter to which she referred is not a covered component.
  
  I should be mentioned that we did not claim to have completed any such ********************************************* her complaint.  Also, we did not endorse,suggest or otherwise recommend any particular repair facility. According to our records, the customer first took the vehicle to a repair facility of her own choice and found that they would not accept the payment terms of the warranty provider. The customer subsequently asked us who we use and we told her the names of several facilities. The customer was also advised at that time that the warranty provider could lend assistance in terms of finding a repair facility, but the final choice of repair facility was ultimately that of the customers.
  
  To clarify, our records indicate that the tie rods were bent, not broken. Either way, they were covered by the aforementioned warranty.
  
  The customer claims to have contacted us on February 1 to inform us that the engine had no oil.  However,our records indicate that she informed us of this issue on February 5, not on February 1 as she claimed.  We also learned that she had an oil change completed on February 2, thus its highly questionable as to whether that oil change was properly performed.
  
  The customer further claims that ******* told her that she shouldve gotten the car checked after buying it However, according to our investigation, ******* simply asked the customer if she had the Vehicle inspected by a mechanic or repair facility of her own choice before she purchased it. As we explained in the second paragraph, all customers are given the opportunity for sch an inspection. This customer chose not to have the Vehicle inspected prior to the purchase.
  
  To summarize, this customer agreed to all of the terms associated with her purchase of the Vehicle, including the terms of the limited warranty, which paid a total of $4,850 to repair the tie rods and to replace the engine. The engine problem developed over two months after the purchase. No seller could reasonably have foreseen or predicted such an issue two months before it occurred.  Furthermore, an oil change was performed three days before it was determined that the vehicle was out of oil.  That being said, the problem may have been the result of an error by the entity which performed that oil change.
  
  With regard to the customers desired settlement, we do not feel as though an exchange would be appropriate under the circumstances.
  
  
  
  

  Customer response

  04/05/2024

   I am rejecting this response because:
  First off , the tie rods where bent to the point where the steering wheel couldnt even go straight. I almost got hit multiple days that day trying to get off the highway when they suddenly bent. Furthermore either way engines done just go out. Also **** did state that the car went through a 21 point check actually she stated every car that comes to you all does. I lost my job because of this car, breaking down constantly and me having to call off work constantly. I couldnt make it to work neither could i make it to school. In a car that i bought less than 3 months to all these things happening. If you guys had a full engine of oil theres no way I ran all the oil out of the car. I live 15 mins from my job and 10 mins from my school and I go to work , school and home thats all so lets be logical. I dont care that it was covered under warranty because I still had to come out of my pocket as well as loose my job. I begged you guys to trade my car for a different one and you all wouldnt budge. Also as i stated i still have problems going on with the car that im trying to figure out EVERYTHING THAT IS WRONG. I dont think you guys were the best customer service, very rude and as for the *** I begged **** twice to ask him to please give me a different car & id even restart my loan or whatever the case may be. I just needed a reliable car. 
  
  

  

  Business response

  04/11/2024

  In her initial complaint, this customer said the inner and outer tied rods broke as I was driving... In our response, we explained that our observation revealed that the tie rods were bent, not broken. In her rejection to our initial response, the customer seems to concede that the tie rods were bent as opposed to being broken as she originally stated.  We feel as though there is a significant distinction between bent and broken in this context.

  Like other *************** parts, tie rods dont suddenly become bent during the normal course of driving. Tie rods would become instantaneously bent only as a result of an event that caused substantial physical force, and such force would not be associated with normal driving conditions. That being said, the occurrence of such an event is likely and probable.
  
  Regarding the loss of engine oil, as we stated in our initial response, it was determined by our investigation this customer had an oil change completed by a third-party facility three days before she reported the problem to us.  The reasonable deduction is that the facility who did the oil change three days earlier would more likely have caused the problem rather than dealer from which the vehicle was purchased over two months earlier.
  
  Our position remains unchanged in that an exchange would be inappropriate.

*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. ↩