Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  02/22/22 I spent $6k down cash out of my disability back pay at Trent Family Auto (TFA) for a 2014 *** Terrain AWD. I intended to get a nice reliable vehicle. I am a single mother and would not have this kind of money again to put into a vehicle. The *** had the catalytic converter replaced over 5x and was in the mechanic shop over 25x within the first 6mo of owning. I also paid over 6mo of payments on this vehicle. Over $2k. After many mechanics unable to diagnose the issue, I was forced (limited income/limited credit) to return back to TFA to trade the *** for a 2015 Chrysler 200 AWD S. It only had est 107k miles. They did not admit having any issues/faults. Just that it drives like any other normal Chrysler 200. I spent so much money on ***, I was wanting something AWD still, but they also had limited options. Told me I was high maintenance for wanting something compatible. They used my warranty money from the *** to go toward a down payment for the Chrysler. Got Chrysler 9/19/22 just to have a diagnosis saying the transmission was failing on 12/15/22. TFA insisted they were helping my situation by using $2k from my warranty to install a used transmission with 40k miles on it. They had their mechanic do the job; I was nervous that it was a risky option because the Chrysler is a 9 speed with a closed transmission. They were not supposed to add or remove fluids. 6mo warranty on the used transmission and it is still faulty. It is worse than it was before they touched it and used my warranty as another way to make money and not care about my needs as the client paying half my disability check on the vehicle every month. Called multiple times off my cell phone and I was obviously ignored about my concerns. Called off separate phone number and was answered but denied help and hung up on. Warranty for transmission expired 7/10/22. It smells like burnt/low transmission fluid. Overall, my issues are still not resolved. I continue to pay on a car with constant problems.

  Business response

  08/07/2023

  We originally sold Abbigail a *** Terrain. She had multiple complaints about a catalytic converter code. We hire this work out. We contacted a local mechanic to take care of it while we would pay for it. There was a bit of trouble for the mechanic to get this repaired properly. It was repaired correctly after the third attempt. She still was not happy, saying that the car did not run properly. We finally decided to trade her out of this vehicle and into a different one. We then sold the *** Terrain to someone else and have not had a single complaint from them at the time of this writing. This happened over a year ago. The new car that we traded Abbigail into was a Chrysler 200. After a few months she started complaining about the transmission. She took this car to a local Chrysler dealership. They looked at this car themselves and determined nothing was wrong with the transmission. After several harassing calls and threats, we decided to replace the transmission ourselves. I personally drove this car with her and it never had an issue before replacing the transmission. I drove this car again after the transmission was replaced. She then procedes to tell me that it must not do whatever it does with her with me. After a local Chrysler dealership and my certified mechanics saying that there is nothing wrong with her transmission, there is not anything we can do for this customer. It seems to me that she just wants out of the car into another one again. 

  Customer response

  08/17/2023

  The transmission was diagnosed faulty and he is lying stating they changed it simply because i wasnt happy with the vehicle. I would like out of the contract with trent family auto as they have not held their end of contract and they false advertising having reliable vehicles for low cost. That is untrue they forced me into a trade in with more problems than the first and i have to pay more money every month as well . The first vehicle was never repaired properly regardless what theyre saying about selling it and not having any complaints. It was in the shop more than 20 times and multiple mechanics said they were unable to fix it properly so it didn't sound like a lawn lower . Unsatisfied and the complaints were never resolved. They take advantage of young adults and dont mind ruining their credit an or future! 

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Date Sent: 8/17/2023 7:58:39 PM
  The transmission was diagnosed faulty and he is lying stating they changed it simply because i wasnt happy with the vehicle. I would like out of the contract with trent family auto as they have not held their end of contract and they false advertising having reliable vehicles for low cost. That is untrue they forced me into a trade in with more problems than the first and i have to pay more money every month as well . The first vehicle was never repaired properly regardless what theyre saying about selling it and not having any complaints. It was in the shop more than 20 times and multiple mechanics said they were unable to fix it properly so it didn't sound like a lawn lower . Unsatisfied and the complaints were never resolved. They take advantage of young adults and dont mind ruining their credit an or future! 
  
  Regards,
  
  *************************************

  
  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought my Jeep in March. There was a issues and Trent had me take it to repair shop. The repair shop has yet to finish the job. The jeep was making a ticking noise when I picked it up from the shop after the 1st repair. I told the shop about it and they said they would address it later when they get the part in to fix the last repair. The part the shop needs was on back order. Here we are 6 months later the jeep still making ticking noise and the repair has not been complete. I reached out to the salesman to ask what else to do and in several text messages in which I still have. He no longer cared nor would answer the questions about the shop. I thought the people there were very nice but not when it comes to fixing a issue. I just want the jeep fixed from the issue the shop caused and the initial problem.

*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. ↩