ComplaintsforQuantrell Auto Group

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/10/22 brought car to Quantrell for new brakes/rotors as I already had rotors turned once, brake fluid flush, oil change. Was told I also needed an Trans fluid/front & rear fluid differential fluid flush based on the miles driven since last changed. This ended up being a lie, since it was only 7K miles since last time all this was changed. Went back on 1/10/23 for tire rotation. Told I needed rear brakes and another old change (only 3K miles since). My rear brakes had measured 6mm in Oct, but they were now claiming whereat 3mm. Had inspection 3/10/23, and Quantrell never replaced any fluids that I had paid for replacing. They also never replaced the brakes or rotors. They sold me services that I did not need, and then did not provide them (b/c I did not need them). They also did not do the services I did need, like the front brakes and brake fluid flush. ON the 3/10 inspection, front brakes measured at 2mm and rear still measured at 6mm. Rotors were worn down to nothing and rusted through. Needing to be blow torched off. If they had "just been replaced" this would not be the case. Quantrell had repeatedly taken advantage of me on other occasions, and I believe this is due to my disability. **** ****** has not responded to me or been willing to provide a refund. They have been uncooperative in settlement of the nearly $1400 I spent.

  

  Business response

  04/13/2023

  Please review the response here and let me know what documents you would need to clear this case.

  Customer response

  04/17/2023

  
  Complaint: ********
  
  I am rejecting this response because: Their response is taking excerpts from emails & manipulating then in an effort to defame me. I have always signed my emails with my accurate name & contact info. I do participate in an Address confidentiality program governed by the AG's office, &legally allowed to use alternate info, & have informed them of this, & it is also listed with Subaru Corp & Quantrell. My contact was **** ******, & when other people were being CC'd, I asked who they were. Is this not allowed? Why is this even being brought up , but if not to detract from the issue.
  
  ***** **** is authorized by the State of Texas to provide State sanctioned safety inspections for all vehicles. This is on the paper work I have supplied. I have since had my vehicle also inspected by ******** **** ****, which Quantrell chose not to address. They also didn't address the actual work that was not completed by their dealership. Which is what my complaint was about. The photos & inspection reports prove this, & they would rather attack my character than address this. I have never left v-mails re:lawsuits.
  
  Their dealership did send me text messages in while I was getting service in Oct, and tell me verbally, that I needed transmission fluid, front & rear differential fluid changed for $470 based on the miles driven & time since last performed. This service is usually done every 3-5 years, or every 30-60K miles. I had previously done this Service 11 months, & 7K earlier. Clearly I didn't need this service & they lied to me. When ******** **** inspected the vehicle, they also felt it was most likely not performed, like all the other services I paid for.  Quantrell continues to talk about me as a person, and NOT the fraud issue. I haven't been able to reverse C.C charges for the 10/10/22 charge, as it is past the 118 day allowed time frame by ***** bank. 
  
  Sincerely,
  
  ****** *******

  

  Business response

  04/20/2023

  GSSM

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05/21/2022: The service appoint with Quantrell Subaru was to replace synthetic oil, replace filter, and rotate tires. The days after the appointment, my 2022 Subaru Ascent experienced numerous issues (e.g., clouds of white smoke from the exhaust, vibrations). 05/28/2022: I returned to Quantrell for diagnosis. The determination was "found vehicle double filled on oil. Drained oil and added proper level. That was the cause of the smoke as well as vibration". 06/01/2022: I met with the General Sales and Service Manager, General Manager), Service Manager, and a Subaru Service Technician to discuss the long-term impact of having driven the vehicle for several hundred miles with excessive oil. We discussed the possible damage to the valves, gaskets, etc. The general manager agreed to extend the current warranty from 100,000 miles to 200,000 miles or find a replacement vehicle, whichever I preferred. 07/05/2022: I met with the general manager for sales and service and the service manager to discuss a replacement vehicle. A 2022 Subaru Ascent in the same package was ordered. When I inquired about any additional cost, I was informed by the general manager to "trust that he was going to make this right". 07/27/2022: I received a call from Quantrell stating that the vehicle has arrived at the dealership and that if I wanted the vehicle I would have to pay almost $9,000 within the next few hours. Over the next three days, I requested this information (prices, trade-in value) to be sent, via email. This was not provided. 07/29/2022: I spoke with the Subaru Sales Manager. He said the vehicle would be sold to someone else to meet the monthly quota and to avoid losing a car for the next month. 08/03/2022: Since I was not able to secure a replacement vehicle, I emailed the service manager regarding the details of the extended warranty. He stated that they had decided to not provide the previously agreed upon warranty. The information above is documented.

  

  Business response

  10/20/2022

  The oil was not drained from the car and measured. To say it was "double filled" is not accurate without having done that. We went above and beyond in our effort to satisfy Mr. *******. As stated by Mr. *******, the car was "driven several hundred miles". When the oil level was corrected, the car operated fine. How many miles has it been driven since the oil level was corrected? How is it operating? 

  He purchased a 100k mile warranty when he purchased the car at ****** Subaru. The offer was made to extend that to 200k miles. We also made the offer to order another car for him. We did. It was offered to him at dealer cost and he was given Kelly Blue Book Excellent value for his trade. A more than fair offer. Nothing was being made on the sale and given what we offered for his trade, little to nothing would be made on it. Keep in mind that the new car was a model year newer than his. 

  Mr. ******* refused the 200k offer we made. This was done in person to the people he mentioned who were present. Reason given; If the car was driven 100k plus miles before having an issue, how could it possibly be determined that it resulted from this issue. 

  Please look at the tech's notes. It states "overfilled" not "double filled". The advisor wrote it down wrong.

  Customer response

  10/20/2022

  
  Complaint: ********
  
  I am rejecting this response because: the information provided by the business is incorrect. The previously offered extension of the warranty from 100,000 to 200,000 miles was not rejected.  I was not able to receive information regarding the details of this warranty offer.  Before filing this complaint, I was informed that the business would no longer honor this warranty.  
  

  Also, details regarding the replacement vehicle are incorrect. The car was the same year as the current vehicle. In addition, numerous requests to receive information about the vehicle, via email, were ignored. At no point did the business provide an email or written documentation with information about the purchase price, trade-in value, etc. that was requested.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  05/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a New 2020 CT5 on Derby Day 2021 . After purchase I was doing a detail on the car and discovered that both passenger side rims had been curbed and poorly repaired. I called salesperson and car was returned for repair. I was shocked when it was ready the next morning!! How could the paint even dry that fast? The "repair" was even worse than before. Car was returned again with even worse results. Sanding marks clearly visible. Different shades of paint and no clear coat. Now the paint is peeling. Quantrell refuses to give me new wheels. I purchased a new car and I want new wheels, not damaged and repaired. I gave them 2 chances to repair and I refuse to give another. I contacted GM to help but Quantrell still refuses to replace the rims. They insist on ANOTHER repair and offered me $100 service credit. ( I live in another state). GM keeps telling me that there is no record of the repair, this is because Quantrell farmed out the work to a third party!!. The third party did contact me and even he admitted that this was beyond his skill level to fix. Bottom line is I have spent a year driving a NEW car with damaged rims that the dealer refuses to make good on. This is not ethical in the slightest. This was a expensive car to celebrate my wife beating breast cancer and thanks to Quatrell it has been a nightmare. We are driving a car with peeling paint on the rims. This is not acceptable.

  

  Business response

  08/18/2022

  The company indicated replacement were ordered for the customer.  The company states they are on backorder and will be in touch with the customer once they are received.

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