ComplaintsforTown & Country Auto Sales

• Initial Complaint

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a 2011 Chevy truck after driving had oil change and discovered frame was rusted on both sides through! Gave over15k they tried to get me to let them fill with foam and undercoat it! Have a warranty on truck but no disclosure on frame being bad! Paid $4000 down on truck just want my money back ! Manager there told me they can't fix it and I was on my own

  

  Business response

  08/22/2023

  8/22/2023
  To whom it may concern, 
  Town and Country Auto Sales sells all vehicles 100% as is (see exhibit B). This includes any and all defects. Every vehicle has a Federal Buyers Guide (see exhibit A1 & A2) displayed on the windshield stating the vehicle is sold as is. Also the Buyers Guide shows items customers should check prior to purchase. Listed first on the Buyers Guide is to check for body and frame damage along with various mechanical issues. We do allow our customers to take the vehicle to a mechanic for inspection if they desire.
   We did offer to undercoat the truck for him or to try and trade for a different vehicle. We could not get him traded out but the option for us to undercoat the truck for him still stands. 
  
  Thank You,
  
  ***** ******** ***
  Town and Country Auto Sales
  
  

  Customer response

  08/25/2023

   
  Complaint: ********
  I am rejecting this response because:
  Foaming and under coating frame will not fix it ! The frame damage was not disclosed at the time of sale and should have been! Can not haul or work with truck in fear frame will break ! Will pay well over 15k for a truck that can't use ! And I was offered to finance another truck but not to make it rite on this one! I feel I was took advantage of and was not told of damage to truck frame
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for the 2019 Kia Optima posted on their website through Premier Acceptance then was told I was not accepted after being told to purchase a insurance policy for the vehicle. I am now out $400 for insurance on a vehicle i wont be getting, I'm out two days of loss wages spent at rhe car lot goint back and forth. I'll be pursuing legal matters against them if my money is not returned or we don't get to purchase the car. I gave them the chance to make it right and allow us to get the vehicle after being told to purchase insurance and doing so. But they did not. . I will be pursuing legal matters. I was told yes, I would get the vehicle, then I wouldn't , then I would 5 separate times. I have recorded phone calls and text messages stating to come in and sign the paperwork and purchase the insurance. We went to the car lot 5 seperate times. More than anyone should ever. I don't recommend ever going to this car lot. They will lie till they are blue in the face to get you in the door , do a run around and get money from the bank for a referral then tell you that you aren't getting the car. Save your time and money and go to a car lot that will treat you like a customer and not dollar signs. My sales person ****** ******* was on ***** ******* ** ****** ** *** **** **** *** ****** ** *** ***** ****** ******** *** ************* ** *** **** ****** ** *** **** ** *** **** **** *** ******** ******** * ********** *** *********** *****. (Only allowed to leave for work release) and the other sales person *******) was just ******** **** ****** *** ******* ****** **** *** * ***** ** *******

  

  Business response

  04/24/2023

  Yes they were told no money down and were approved for the Kia Optima based on their credit application that was submitted online. When they came in and signed the application so we could forward their info to the banks. We had a hard time finding an approval with zero down. They left and  we were able to get an approval with zero down at Premier Acceptance. So we told the customer that they were approved based on their application. They brought pay stubs and their driver's license with proof of residence that afternoon. At this point we found that ******** ******* had an expired beginner's permit and ******* drivers license expired within a week. The bank requires an active driver's license. We also at that point found out that ***** was off through the months of January-March. So her year to date did not match her income on her application. 
  We understand everyone needs a second chance and we do not condone or believe our sales persons discuss those topics with customers.  As far as insurance all you have to do is call the insurance and tell them that you never took delivery of the vehicle. Sometimes you may need a letter from the dealership stating this.
  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a car from Town & Country, about 3 weeks of buying the car the engine light came on, I took it back to the dealership, and they had there service department look at it. They said it was just probably lights that hadn't been cleared before it was bought. A week later the engine light came on again. I called the service center and see gave me the name of a couple of repair shops that would work with me and my 3 month warranty. I took it to the shop and was told the modulator on my transmission was having problems. Due to the transmission modulator being inside the transmission the auto shop advised a new transmission, the warranty service denied a new transmission since it was just the modulator. Said it was unfixable. Called the dealership and they told me they would look into what they could do and never called me back.

  

  Business response

  03/14/2023

  We have replaced the transmission and she wishes to withdraw the complaint. Than you 

  Customer response

  03/15/2023

   
  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.
  
  Sincerely,
  ********* ******

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car off their lot now it’s on my credit for 15000 and I haven’t had it since I got it it been in the shop for 3 months and now the engine is bad when I got it it was smoking and I told the car lot that and they didn’t do nothing but send me to ********* in Richmond and they had my car for 3 months the owner of the car lot told them to check the oil pan and that’s what made it smoke worse and now my engine is bad and my warranty company won’t cover the engine to be took down and looked at I have to come up with 2000 when I’m already paying for a car I can’t drive and car insurance on top of that.

  

  Business response

  11/14/2022

  Mrs ****** purchased her vehicle on 8/26/2022.  We told her at the time that the vehicle needed to go to ********* in Richmond to have the check engine light turned off at our expense. We serviced the vehicle but we do not have the Volkswagen tool to turn it off. She said it had smoke coming out of the exhaust when she started to leave. We sent the vehicle back to service. It was whitish smoke and service found that it was moisture built up in the exhaust. 
  She dropped the vehicle off at *******’ the following week with over 500 more miles on the vehicle. It did take over a month to get the part to have the light turned off. Now two months later she is claiming the engine is bad and wants us to pay $1500.00 for repairs. She has a GWC warranty on the vehicle which was included in the deal which was financed through ******** Financial. I spoke with **** at ******** Financial and she said she would help her but she needed a claim number from the customer. Mrs ****** never provided that information to **** for her to be able to help her with the claim. Since she has put over 500 miles on the vehicle, she needs to work with ******** Financial and GWC warranty for the engine repair. The vehicle left our dealership with only a check engine light on and that was handled by ******* at our expense.
  
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was looking for a new vehicle and found one at town and country & went through the car buying process where I provide all necessary documentation asked of me. Town and country told me I was approved and All of bill of sale contract was signed. I left with my new vehicle. I traded in my vehicle with a $500 down payment. Approaching my first payment due date I hadn’t received a payment book- so I l contacted the lender and was told I do not have a load through them. I then called the county clerk and asked them who the car was registered to when they informed me the vehicle was registered to town and country. The dealership is now claiming my employment has not been verified although I had given them proper paycheck stubs, was told I was approved, and even drove the car home. I had the car over 30 days! They have been threatening me telling me I had till so long to be there with the car. Still unresolved

  

  Business response

  11/02/2022

  We have turned documents over to our county attorney to press charges on this matter. Fraudulently lying to a federal bank is against the law. She has refused to return the car.

  Customer response

  11/08/2022

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

  i would like to make my payment and keep term’s agreed on bill of sale.

  Sincerely,
  
  ****** *****

  

  Business response

  11/09/2022

  The contract was terminated by the bank for no employment. When that occurs there is no loan. So payments cannot be made on something that does not exist. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car from this lot I was not there for the original sign up for this car but some how all my information was sent over to the loan company it wasn’t until the next day when I returned from one of my business trips that I didn’t make it into the office but everything was already done they took our $1000 added a extra $600 to the bill to fix the air compressor that was illegal to that’s theft from a loan company but that’s not just the problem I have 3 kids a pregnant wife and myself who all have gotten carbon monoxide poisoning from this car and when you call ***** who forged paper work he can’t do nothing but they also haven’t kept up their part of any deal or contract

  

  Business response

  08/22/2022

  8/22/2022
  In response to complaint #********, I deny forging any documents for this customer. Mr ********* and his partner have visited our dealership several times, they purchased a vehicle on 2/22/2022 from us. This vehicle was totaled. They came in on two different occasions, 4/26/2022 and 5/19/2022. On these dates they ask for help to purchase another vehicle. We were unable to help because they were not able to present the necessary documents required by the lender. ******** returned on 6/22/2022 asking if we could help them again. She stated that the car they had purchased had mechanical problems. I then forwarded the information that they provided to ******** on a ***** ***** we had in our inventory. I also forwarded bank statements she had brought with her. ******** approved their loan and we agreed to replace the air conditioner compressor in the deal. They took delivery of the vehicle on 6/23/2022. On 7/7/2022 they returned to the dealership and the service department and we replaced the air conditioner compressor. They returned on 8/2/2022 complaining that the compressor had quit working. At that time they had put over 13,000 miles on the vehicle since they had it. This put them outside the coverage of the warranty. We then had several days of correspondence and I continually explained that there was no warranty on the compressor. During these conversations and when he came into the service department, there was no mention of any exhaust leak.I told him we would look at the vehicle but made no promise to fix any issues. He then yelled at me and hung up. I have no idea how many more miles were put on the vehicle or how it was maintained.
  
  
  ***** ********
  Town & Country Auto Sales
  CEO
  
  

  Customer response

  08/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *********

  

  Business response

  09/01/2022

  It seems to me that we addressed the issues completely. The AC compressor we replaced was out of warranty when he came back. The customer had contacted us several times and never mentioned a possible exhaust leak. When he called and stated there was a carbon monoxide issue, I offered to look at the vehicle for him as a courtesy, he turned me down. The vehicle was sold as-is. 

• Initial Complaint

  12/08/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was contacted by a salesman from there last week that guaranteed me 0 down and if I had proof of a vehicle and everything on my application verified job income residency I would drive off the lot with a vehicle that day. It wasn't pre-approved it was a guaranteed approval. I even checked with them is it true because I would have to take time off work pay someone to take me it's over an hour drive from my house to there. After everything went through they said there were stipulations which they never said anything about till afterwards where I'm a cosigner on my mom's vehicle they wanted me to trade it in or have a down payment I was lied to and deceived because none of this was mentioned I have the texts that I was guaranteed approval of 0 down payment and I would drive off the lot today now I am out money my time and possibly my job now because of this lie

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2021/12/14) */ I am sorry for the confusion Mr **** may have had. He is correct in stating he was approved based on the information he completed on the website application. On his app he stated that he was on his job for 6 years and 1 month with an income of 3100 dollars a month. He also stated he pays rent of 450.00 dollars a month. When he came in we reviewed the application and found his job time is only 2 months and because of only "2" months job time overtime cannot be used so his income verified at 2800 dollars a month. He also lives with family , he is not renting. These facts came about after we reviewed his app with him. That changes everything. We do have the documents to verify this and can produce them upon request. Consumer Response /* (3000, 7, 2021/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is so wrong I stated I had been on my job for two months and my job prior for over 6 years I also stated I was buying my home on land contract at 450 a month I do not live with family and have all my receipts to prove I pay the 450 and showed proof of my income from my second job that wasn't the reason you denied me they denied me because I was a cosigner on my mom's vehicle which was nowhere on the online I filled out I also have audio of them stating why I was denied that I can provide as well Business Response /* (4000, 9, 2021/12/20) */ I sent 3 documents and a reply. If u didn't receive them please let me know

*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. ↩