ComplaintsforAuto House Of Derby

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2006 **** ***** truck with 170k miles. It was a bit overpriced for its age but I talked them into including a 3rd party warranty they were trying to sell me on top of the price. This warranty is "**** ********** ****" and was supposed to cover my vehicle for the next 3 months. 5 days after the purchase, my check engine light comes on. They were nice and said they'd fix the issue so I decided not to return it (as I had 10 days to do so). I got it back a few days later with no check engine light on and was content. A week later, my truck starts shaking and check engine light comes back on. When I call back (now that I'm past their 10-day warranty) I'm met with a "it's an old truck and we already fixed your other problem" comment. I take it to a shop who tells me it needs a new motor! I was upset at the dealership but figured that if the warranty company took care of everything, I would just stay quiet. As it turned out, the warranty company required an engine tear-down they didn't cover. After paying $**** for that, they sent someone who upon inspection, decided the issue occurred prior to the purchase therefore didn't cover absolutely anything. Now I have an overpriced, non-functioning vehicle with about $***** worth of work between the motor and the work itself. That's not including the $**** I've already paid to have it torn down! I've been carless for a month now and have no way of fighting for this. I appreciate any help you can provide. I need them to either take their vehicle back and give me a full refund or pay for the work it needs.

  Customer response

  02/14/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  We can go back and forth all day about a few things but the fact of the matter is that they sold me a vehicle that did not work and possibly hid real problems. They NEVER said that they would cover anything the warranty didn't so that is a blatant lie. "We already fixed your other issue" is the only answer I got when I actually took it to a mechanic the second time the check engine light came on. When the check engine light first came up, I asked if I should take it somewhere to check the error codes and they told me not to do that and come straight to their dealership. I was not shown the error codes so I'm pretty sure the other engine errors showed up and they simply deleted them before returning the vehicle to me. All of these is here-say so I have attached the report from the warranty company. I think blaming the warranty company and saying you will not use them again is a cheap way of trying not to taking responsibility. I demand they reimburse me now for the new engine and the work to replace it.
  *** **************** **** *** *** *********

  Business response

  03/07/2023

  The warranty company told me they never denied the claim. The customer asked if he can take his truck to a different mechanic shop, he was told he can, after that they never heard back from him again or where he took it to. He mentioned to me before he didn't like to deal with the warranty company. This is one of the reasons why you have a warranty, we're at the point we are done with it. It's between him and the warranty company.

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response.

  It has become clear to me that Auto House OF Derby has no intention of taking responsibility and is set on giving the run-around until I am tired and stop responding. I am not sure that this back-and-forth will amount to a solution. If one follows our dialogue, it is clear that they are trying to convolute the conversation to make this sound more complicated that they are so I'll explain AGAIN.

  When the truck started shaking violently, only a week after they removed the "check engine" light, I pulled over and gave them a call. They said to come directly to them and that they would look at the problem (but not for free this time because they already took care of the previous issue). As I started driving toward them, it began shaking again and I just decided to stop by the nearest mechanic instead. This mechanic did not work well with the warranty company and so I called Auto House OF Derby again. They suggested a mechanic and I went there. After that mechanic gave me a quote of what the cost could be to tear down (which I was supposed to pay per the warranty agreement) I asked them if they knew of someone who could work on the truck that was more affordable. They suggested *** ****** not too far away. I went there and out of my own pocket, I paid for the tear down. The warranty company sent someone and provided me the report I attached in my previous response. The report clearly states that this business sold me a truck that had a garbage of an engine! I don't know how much clearer it has to get for them to take responsibility for the outrageous expense I had to make to repair the truck and be more thorough with their future vehicles before selling them. 

  
  Sincerely,
  
  Armando ****

  Customer response

  03/20/2023

  I have never used BBB before. I am hoping that this conversation is posted for future customers to see and assess themselves. If not, there is no benefit in using BBB because the company loses nothing from just responding with no true answer.

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