ComplaintsforTom Gray Auto Sales, Inc.
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Complaint Details
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Initial Complaint
08/12/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a vehicle from *** **** Auto less than a year ago. After 1 week we knew there was a problem with the vehicle and they said they would make it right for us. We sent the car to a place they recommended for the issue on the car. They couldn’t fix it and now the engine is blown and the car doesn’t run. When I went in to talk about the problem they said that wasn’t their problem and cussed me out and told me to leave.Business response
08/22/2024
Dear *** ***** and BBB Representative,
Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to resolving any issues promptly and satisfactorily.
In response to the complaint received on the twelfth of August, 2024, we would like to address the concerns raised and provide some accurate information regarding this issue and customer. To provide some much needed clarity, we understand that after the purchase of the vehicle by his daughter, *** ***** reached out to us within a week due to certain issues with the car.
We advised him to take it to one of our recommended maintenance shops to have the issues diagnosed and that we would try to assist him from that point once we specified the issue. Unfortunately, we did not receive any additional communication from him until recently.
The vehicle has since experienced issues that *** ******* daughter contributed over the past year. We would like to provide a detailed account of *** ******* recent visit to our business in relation to his concerns. During *** ******* visit, we engaged in professional and respectful discussion regarding the issues he has encountered with the vehicle. We informed him that if he had brought the car to us shortly after the purchase, we would have been in a position to address and potentially resolve the issues. Given that a year has elapsed since the purchase, we are no longer able to provide assistance. Our policies do not cover damages arising after this period, which he was informed of. Additionally, our business does not offer a warranty. Towards the end of the discussion, *** ***** directed racially charged comments toward two of our employees.
This behavior was deemed unacceptable. Our owner, in response to the disrespect shown towards our staff, cursed at *** ***** to leave the premises. Weare committed to maintaining a respectful and professional environment for both our customers and employees. We regret that the situation escalated and are focused on upholding the highest standards of conduct in all interactions. Sincerely, T**** **** Owner/Manager *** **** Auto Sales, Inc. ***** ********
Business response
08/22/2024
Dear *** ***** and BBB Representative,
Thank you for bringing this matter to our attention. We take customer feedback seriously and are committed to resolving any issues promptly and satisfactorily.
In response to the complaint received on the twelfth of August, 2024, we would like to address the concerns raised and provide some accurate information regarding this issue and customer. To provide some much needed clarity, we understand that after the purchase of the vehicle by his daughter, *** ***** reached out to us within a week due to certain issues with the car.
We advised him to take it to one of our recommended maintenance shops to have the issues diagnosed and that we would try to assist him from that point once we specified the issue. Unfortunately, we did not receive any additional communication from him until recently.
The vehicle has since experienced issues that *** ******* daughter contributed over the past year. We would like to provide a detailed account of *** ******* recent visit to our business in relation to his concerns. During *** ******* visit, we engaged in professional and respectful discussion regarding the issues he has encountered with the vehicle. We informed him that if he had brought the car to us shortly after the purchase, we would have been in a position to address and potentially resolve the issues. Given that a year has elapsed since the purchase, we are no longer able to provide assistance. Our policies do not cover damages arising after this period, which he was informed of. Additionally, our business does not offer a warranty. Towards the end of the discussion, *** ***** directed racially charged comments toward two of our employees.
This behavior was deemed unacceptable. Our owner, in response to the disrespect shown towards our staff, cursed at *** ***** to leave the premises. Weare committed to maintaining a respectful and professional environment for both our customers and employees. We regret that the situation escalated and are focused on upholding the highest standards of conduct in all interactions. Sincerely, T**** **** Owner/Manager *** **** Auto Sales, Inc. ***** ********
Customer response
08/22/2024
Complaint: ********
I am rejecting this response due to their inaccurate portrayal of events in *** ****s showroom. The way it really happened was I told the owner that I knew he “wouldn’t make things right” even though I had contacted them numerous times about the problem. It was at this time he told me to leave the building. As I was leaving I told two people sitting there “I wouldn’t do business with these people if I were you”. Since they didn’t look up at me, I said “I don’t think they understood me”. And the “owner” started cursing at me and told me to leave. My remark was not a racial or derogatory remark and was definitely not said or meant in that manner. In my opinion, it was just a way to get rid of me and not deal with the situation I brought. If *** **** has any camera footage of the conversation in his showroom that would show I am telling the truth.
Sincerely,
*** *****Customer response
08/22/2024
Complaint: ********
I am rejecting this response due to their inaccurate portrayal of events in *** ****s showroom. The way it really happened was I told the owner that I knew he “wouldn’t make things right” even though I had contacted them numerous times about the problem. It was at this time he told me to leave the building. As I was leaving I told two people sitting there “I wouldn’t do business with these people if I were you”. Since they didn’t look up at me, I said “I don’t think they understood me”. And the “owner” started cursing at me and told me to leave. My remark was not a racial or derogatory remark and was definitely not said or meant in that manner. In my opinion, it was just a way to get rid of me and not deal with the situation I brought. If *** **** has any camera footage of the conversation in his showroom that would show I am telling the truth.
Sincerely,
*** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.