ComplaintsforAuto Direct, LLC

• Initial Complaint

  06/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Auto Direct on 04/30/2024. I paid cash for the vehicle. Vehicle was delivered to me on 05/04/2024. I have since been trying to contact the dealership for my title. I received word on 06/11 that they had my title in their hand and would ship it out to me and send me the tracking number. Since then, I have not received anything from them. I have tried to reach out to them and no one has responded back. My temp plate and registration expire 07/01 and then I will no longer be able to drive the vehicle. The Secretary of State here in ******** said they couldnt do anything and the dealership would have to extend my temp plate and registration.

  

  Business response

  07/19/2024

  I have already talked with ******* and explained the situation.  I am in constant contact with her.  We have been texting back and fourth with updates.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  March 16, 2023 Purchased 2017 ***** SILVERADO with and extended warranty from Auto Direct March 17, 2023 I brought the truck back to Auto Direct because I could not get an inspection sticker due to illegal window tint on the front windshield and windows.March 29, 2023 I had to purchase a muffler from ************** due to the truck had no muffler.March 14, 2024 My tire broke off. March 15, 2024 I contacted AutoXcel to file a warranty claim.March 18, ************************************************************************************************************* tomorrow.March 19, 2024 9:24a.m. I contacted Autoxcel again they explained to me I need to contact *******************. That our account was pending due to nonpayment. March 19, 2024 9:30 I contacted ******************* he said he would call me back from his cell.March 19, 2024 9:33 ******************* called back and said That they changed warranty companies due to issues with AutoXcel. He sent out certified letters via mail. Which we never received. He stated he would email us a copy of the new warranty in 15 mins. March 19, 2024 10:17 We didn't receive the email so we called him back he stated he was printing it off and we should get it in 10 mins.March 19, 2024 We received a call from ***** asking where the truck was located and what was wrong with the truck. We told him ************** and A list of things. He said he would call **************.March 19,2024 11:45 We received another call from ****************** he would be picking up the truck and bring it to the Chevrolet Dealership. We explained to him the work has been done they won't release the truck until they have been paid. March 19, 2024 I called ***** he said that he contacted Autoxcel and paid for the warranty and they were going to cover the repairs. March 19, 2024 We called Autoxcel and they said they have not received payment and you only have 60 days from the time the vehicle is purchased to get the extend warranty.March 19, 2024 we contacted a lawyer.

  

  Business response

  04/03/2024

  Dear Sir or Madam:
  
  I would like to start off by saying that Auto Direct or anyone that works for Auto Direct has ever engaged in unfair or deceptive, acts, or practices that would violate any Unfair Trade Practices and Consumer Protection Laws. 
  
  ******************** purchased the vehicle with ******* miles.  The vehicle now has ******* miles.  Hes put over ****** miles on the truck since purchasing it.
  
  Auto Direct received a call from ********************* girlfriend on March 19, 2024. We were informed that the truck was in the shop and that AutoXcel said the contract was pending.  I called AutoXcel and they said it was rejected and our check was sent back.  Auto Direct decided that it would honor the contract due to the circumstances.  Auto Direct received from ************** the list of things that were allegedly wrong with the truck.  After looking over the list most of the things would be considered wear and tear items and the other things would not be covered so I called ************** girlfriend back and said that we would like to go get it and bring it to the Chevrolet Dealer and get a true evaluation of the vehicle.  She informed me that the work had already been done. We called ********************* back and they said ******************** authorized all of the work to be done even though he knew the contract was pending days before.  Auto Direct had no chance to do anything to help resolve the issue, ******************** authorized the work to be done days before they called Auto Direct.
  
  Under the contract on page four, section 10e, it states that We exclude ANY REPAIRS MADE WITHOUT OUR PRIOR AUTHORIZATION.  THIS INCLUDES ANY REQUEST FOR REIMBURSEMENT FOR REPAIR OR REPLACEMENT OF AN OTHERWISE COVERED PART(S) WHERE THE REPAIR OR REPLACEMENT PART(S) WAS EITHER PERFORMENED BY YOU OR AUTHORIZED BY YOU.
  
  It also states on page 8 section 14d in HOW TO MAKE A CLAIM UNDER YOUR AGREEMENT We have the right to inspect any vehicle when a claim is being made,including additional services purchased, prior to repair and prior to our claim authorization.
  
  ********************** failed to follow instructions stated on the contract he is referring to therefore hes liable for all the work he authorized.  It also states on the ************** invoice that the work was authorized by *****************. Due to the situation Auto Direct will be returning ******************** $3,000.
  
  
  If you have any questions, please feel free to contact me at your earliest convenience.
  
  Sincerely,
  
  *******************
  AUTO DIRECT
  *******************
  **********, LA70448
  P: ************

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business. I signed the Bill of Sale on 3/8/23 and paid with a check that cleared my bank on 3/9/23. I have yet to receive the ***** for the vehicle. I have emailed and spoken to ********* (sales ***************************************** several times and he keeps saying the title should arrive any day. The first email I sent was on 3/18/23 regarding the Title (attachment). I've emailed **** (sales manager - ************************************* several times after no luck with ********* and no Title; Not one response from ****. They no longer ************* and do not return voice messages. The previous owner said he did not receive a check for the payoff of his car loan until this month, and suggested I speak to USAA who previously held the title. I called USAA on 4/19/23 and was told they released the Title on 4/11/23 to Auto Direct. Today is April 22 and still no Title. Seems something is not right. I just want the Title to the car. I have uploaded the Bill of Sale and the copy of the cashed check.

  

  Business response

  05/05/2023

  **************, My name is *******************, I am the owner of Auto Direct.  Here is a copy of the title that was mailed out to you on or around April 18th, the day I received the title. USAA received my check on the 12th of March.  I forgot to write the numerical amount in the box on the check I only wrote it out on the line under payable to so they wanted to wait after they cashed it to make sure my bank honored it.  USAA never called and told me they were doing this it wasn't until after looking at my statement I realized what I had done and put two and two together and called them and that is when I was told what was the hold up. So I received the title on or around the 18th of April and the same day mailed it out to you. I don't know why you haven't received it. I can go to the *** today and apply for a duplicate.  I have the lien release from USAA so it shouldn't be an issue and it will take 5-7 business days. Please from now on call me on my cell phone if you have any questions or concerns.  I pretty much handle everything and I will be able to give you the most accurate answer to any question you might have from here on out.  My cell number is ************.  I apologize for the hold up but I guarantee you there's nothing funny going on here.  I have been in business in the same location for ten years and sometimes things happen but you will get your title. I am going to wait on your response before I order a duplicate.  Please either text me or answer through this service and let me know if you have or haven't received the title

  As far as **** not answering you he no longer works at Auto Direct.  I let him go about 3 weeks ago.

• Initial Complaint

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bought this car from the dealer and was told it was running great.I wasn't aware of any issues. I paid in full with cash $11,000.00. A month after purchasing, I start to have trouble with the motor of the vehicle. It would stall out after stopping and turning on, and it would often not accelerate past 10 or 20 mph for 15 seconds or more. I brought it to a mechanic, and he said I had 1.5 qt of oil in the car. He replaced the two valves, as well as filled the oil up, which cost about $500.00. As I was driving off the lot, the car stalled out before I made it to the road. The mechanic looked at it again the next morning and cleaned the throttle body. I picked up the car, and it drove good the first few days. The next week, it stalled out again after turning it on the next morning. I brought it back to the mechanic. He called me that same day and told me that the car has 2 recalls on the motor and 2 class-action lawsuits. The case number of the lawsuits are in the attached documents from the mechanic. The mechanic said that the oil was also down 1.5 quarts within the week, and he determined that there was a leak in the oil pan as well. None of this information was disclosed to me, as the buyer, from the dealer. The mechanic said this vehicle should have never been sold, as it is likely for the engine to blow up soon. We went to the dealer on 6-18-22 to see what could be done about this. They notified us that they ran the **** on the car, but they never disclosed any recalls, lawsuits, issues, etc on the car to me. They offered a partial refund of $8,000 at first. When we went to discuss getting the refund from **** ******* manger), he advised he needed to talk to the owner about options, even though he had already told us he would write a check for $8,000. He told me the owner would call me Monday. He didnt. I called him on Monday, and he said he would call me Tuesday. He never called. It is now Wednesday afternoon 6-22-22, and I have not heard from the owner.

  

  Business response

  07/14/2022

  Hello my name is *******************, I own Auto Direct in **********, **.  I understand that *********************** has contacted you regarding a vehicle we sold to her on 4-6-22.  The vehicle in question is a 2013 Chevrolet Equinox with ******* miles (on date of purchase). 

   

  On 6-7-22 Joy brought her vehicle to a mechanic shop (Mikes *********************).  She stated that the vehicle stalls out and the a/c wasnt blowing very cold.  I called **** to see exactly what was going. He told me that she brought the vehicle in with ******* miles and 1 qt of oil was in the vehicle.  This was apparently the first oil change since purchasing the vehicle.  **** the owner of the mechanic shop did and oil change and diagnosed the stalling as a old and clogged intake and exhaust solenoids, so he replaced those parts and sent her on her way.  Vehicle left his shop running good.

   

  Then almost 10 days later and 500 more miles she returned stating she was having the same issues.  **** said he investigated it a little further and found that some of the 2013 Chevrolet Equinoxs had similar issues of burning oil quickly and they were actually some lawsuits filed against Chevrolet for this issue.  Her vehicle does not have a recall and never had an issue when it was on my lot.  She came in to express her concerns and wanted to see what her options where.  I am one of the rare dealers that helps customers out after they purchase a vehicle from us so **** told them that we might purchase the vehicle back from them for around $8,000 but that I would have to make that call and look at the vehicle.  I was out of town at the time she came in.  When I returned I called and spoke with her and she told me that the she wanted a full refund for the vehicle and that the mechanic **** told her it was a hazard to drive, that it could catch on fire, and that it has a recall on it that Auto Direct should have disclosed to her at the time of purchase.  I spoke with **** and he told me that is not at all what he told her.  He would never tell someone that a vehicle was a serious hazard and actually let them drive off and he said he told her that some of the ***** equinoxs have recalls on them.  I have attached the Carfax and called the ***** dealer and confirmed that het vehicle does not have a recall.  I have attached her paperwork and the Carfax.  I also have the mechanic s receipts and diag report from the second visit.  Please let me know if you need me to send this to you. 

   

  So to wrap it up she drove the vehicle for 2 months and over **** miles before she had any issues.  I just do not feel this is something Auto Direct is responsible for because there is no way we could have known about any issues. Therefore there is no way we could have avoided the issue.

   

  Hopefully this explains everything if you need anything from me please dont hesitate to call me

   

  Thanks

   

  *******************

  Auto Direct

  Customer response

  07/18/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  I explained everything that happened in the very first email I sent to BBB. At that time, I was still waiting on a response from Auto Direct. They called me back the day after I emailed the BBB. I spoke with *****, the dealer owner. From the beginning he was defensive. He answered and basically asked why I was even calling him. I explained that I had brought ****** **************************** lieutenant in *******, **) with me, who is also a family friend, to Auto Direct on 6-18-22 to discuss options for the situation. **** had offered to give me a refund of $8,000 and said he could sign the check on that Monday (****-22) if we wanted to come back, since we came on a Saturday. We accepted the offer, even though it was less than what I purchased the vehicle for ($11,000), but I agreed nonetheless. A few moments after we had all agreed to take the check for $8,000 and give the ***** Equinox back to Auto Direct, **** said ***** had just pulled into the dealership, and he wanted to confirm with him first. This was after we had all accepted to take the check for $8,000. **** was speaking with ***** for about 5 minutes when he comes back in and says ***** needs to look over all of the paperwork, then they can make us an offer from there. They went back on their word. **** told us ***** would call me that Monday (****-22). I never got a call. I called Monday evening (****) and asked if ***** was in, and **** told me that he wasnt in the office. He told me ***** would call me back on Tuesday (6-21-22). ***** never called me on Tuesday. Finally, on Wednesday (6-22-22), ***** called me back. He asked me why I was calling. I asked him if **** had told him the situation about our car. Jasons response was, What do you want me to do about it? In a very sarcastic tone. I told him that **** had given us an offer to bring the 2013 ***** Equinox back to Auto Direct, and they would give us $8,000 check. He said because I had already had the vehicle for 2 months, he couldnt do anything about it. When I asked him what about the original offer for the $8,000 check, he said no. 
  
  
  I detailed all of the servicing information and mechanic situations in the first email, but I will quickly review it again. When I Brought the car to a trusted mechanic the first time on 6-7-22, ****, the shop owner, had run the car through their diagnosis system and replaced the intake/exhaust valves, as well as gave the car an oil change. He said that there was only 1 quart of oil in the engine, which is strange. After $450.00 paid to fix the vehicle, he told me to bring it back if it had any other issues. As I was driving off the lot to take the ***** Equinox home, it stalled out again in the auto shops parking lot. 
  before I made it to the road. The mechanic looked at it again the next morning and cleaned the throttle body. I picked up the car, and it drove good the first few days. The next week (6-16-22), it stalled out again after turning it on the next morning. I brought it back to the mechanic. ****, the shop owner, ran it through his diagnosis system again, but nothing came up. **** completely rebooted his entire diagnosis system, trying to see if his system was missing the cars issue. He called me that same day and told me that he had discovered that the car has 2 recalls on the motor and 2 class-action lawsuits against ***** for the vehicle burning oil. The mechanic said that the oil was also down 1.5 quarts within the week, and he determined that there was a leak in the oil pan as well. **** determined that the cars tail pipe is completely black from oil residue burn. Within the course of a few days, the engine was 1/2 quart of oil lower than it was a few days prior. **** determined that the piston ring wears, causing the oil to burn. This is the exact issue that ***** recalled 2013 Equinoxs for. None of this information was disclosed to me, as the buyer, from the dealer. The mechanic said this vehicle should have never been sold, as it is likely for the engine to blow up soon. The case number of the lawsuits are in the attached documents from the mechanic. I have also attached the screenshot of the recall. However, you can find more information about the recall here: https://static.nhtsa.gov/odi/tsbs/2020/MC-10171426-9999.pdf
  
  
  According to the recall above, ***** will only cover the replacement of the pistons, piston rings, and any faulty engine components on 2013 Equinoxs that have up to ******* miles on them. As you recall, I had purchased the vehicle with ******* miles on it, so I was sold a faulty vehicle that cannot be covered for its recalls. 
  
  
  Here are a few links that discuss the lawsuits as well: 
  https://***************.com/lawsuit-settlements/consumer-products/auto-news/oil/
  
  
  https://www.classaction.org/chevy-equinox-lawsuit
  
  
  More than anything, Im frustrated and feel defeated with this whole situation. Im a single, 22-year-old female, and this was my first ever car purchase. Prior to this vehicle, I had my moms car, which I drove for 7 years, while I saved up for my own vehicle. I saved up for 4 years, while pursuing a college degree and working full time in the evenings. I finally got about $10,000 that I wanted to put towards a car, and hopefully pay cash for it. When I found the 2013 ***** Equinox at Auto Direct, I was so excited I could pay completely cash for it! So I did, and I drained most of my savings so I wouldnt have a car note. I was so proud of myself, and then all of this happens directly afterwards. I havent felt safe enough to drive it the past two months a lot. Ive been relying on friends and family for rides when I could. Ive drained my savings for this car, and it doesnt even run safely. 
  

   

  Thank you so much for helping me with this case. Please do not hesitate to call me, or ****, the owner of the mechanic shop, anytime. His number is **************. He told me he'd be happy to discuss any details with you on my behalf. 

  
  
  Thank you,
  
  ***********************
  
   

  
  

  

  Business response

  08/05/2022

  We stand behind our original response.  We had no idea this was going to happen.  The Carfax had no recalls so once again when she states that we didnt inform her, we didnt inform her because there was no recall. 

   

  I went online and did some research and I am not showing her vehicle having any recall.  Some of the 2013s had recalls but her vehicle did not and was not part of any law suit or nationwide recall.  I have attached three screenshots with very reputable companys and none of them say tat her vehicle has a recall or had a recall.  So when ******************** states that we didnt inform of any recalls when she purchased the vehicle she is correct.  Shes correct because it didnt have a recall.  I also read her statement saying that **** said he would sign a check for $8,000, that is a lie **** would never say that I have worked with him for two years and its not something he would ever say.  I sign the checks he has no authorization to do that.  We stand behind our original response.

   

  Thanks

   

  *******************

  Auto Direct

*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. ↩