ComplaintsforCook Auto Aberdeen

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  BBB note (LC placed in system)- the consumer advised that the vehicle in question was purchased on 02/27/2023. It has also been advised that the vehicle has been taken back to the business 3 or 4 times after the purchase. Furthermore, it's been advised that the battery had to be replaced 2 days ago. lastly, it has been advised the car just keeps jerking while being driven. Lastly, it was advised that the consumer has had issue with the car since 03/01/2023.

  Business response

  05/03/2023

  Customer purchased the vehicle on 2/27/2023. Customer brought the vehicle in stating that the check engine light had come on and the vehicle was jerking and shaking. we immediately took the vehicle in the shop and performed diagnostic procedure by checking the system for codes, there were none present, then the technician performed a road test which there were no issues found. Customer took the vehicle and the concern did not come back. Customer brought the vehicle in on 3/14/2023 stating there was an oil leak, technician performed diagnostic and found seapage coming from the oil pressure switch. Technician replaced the oil pressure switch and customer was not charged for the repair. Customer brought the vehicle back again on 3/17/2023 stating there was another oil leak. We provided the customer with a loaner vehicle during the duration of the repair. Technician diagnosed the vehicle and found the seal next to the oil pressure switch had some seapage, we replaced the seal and returned the vehicle back to the customer. Customer brought the loaner vehicle back with an empty tank and drove over the allowable mileage and refused to fill the loaner vehicle up even though the contract for the loaner vehicle states that the customer is responsible for the gas. customer brought the vehicle in on 4/13/2023 stating there was an oil leak, technician performed the diagnosis on the vehicle and found there were no outstanding leaks other then small seapage from the oil cooler. We replaced the oil cooler in good faith to help the customer. The vehicle has not returned since. 

  Customer response

  05/04/2023

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

  ***BBB Note via phone....the consumer has advised that they do not agree with the response because of having to take the car back for repairs several times.*** 
  
  Sincerely,
  
  Peggy *******

  Business response

  05/04/2023

  We have addressed all of the customers concerns with the vehicle as stated in our previous repsonse in an effort to help the customer. The customer has not returned to us with any new concerns with the vehicle that was purchased. 

• Initial Complaint

  08/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Early 2022 I purchased a $1700 policy for dents, losing key, windshield damage. I canceled the policy with the insurance company They sent the confirmation to cook that it was canceled. So I have yet to see the refund and my finance company hasn't seen one either cause I put $7000 down So I've reached out to speak about where the money went, I'm promised to get a phone call back and don't.

  Business response

  09/22/2022

  Business Response /* (1000, 5, 2022/08/19) */ Contact Name and Title: Sam Cook General Manager Contact Phone: ********** Contact Email: *****@cookautomotive.com ***********, we apologize for any confusion about this matter. We had received the request for cancelation for the policy and processed your request on 07/19/2022 and sent the check to the lender on 07/22/2022. We are showing a confirmation on our end that the lender processed the check and put it towards your account. If you have any questions please feel free to reach out at any time. Consumer Response /* (2000, 7, 2022/08/19) */ Cook motors complaint External Inbox *********** <*********@aol.com> 1:43 PM (9 minutes ago) to me Good afternoon. My name is *********** and I filed a complaint yesterday. This morning the dealership contacted me to resolve the issue and it has been resolved. It's amazing how fast they wanted to make it go away. But everything got resolved. I appreciate the effort and work done to get this issue resolved. You can dismiss the complaint or however it is completed. Thanks again for the time to help me out.Any questions, feel free to give me a call. Thank you. ***********. ************

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/31/22 !******** to put Cadillac converter on said he would have to do diagnostic he did and said it was Cadillac converter& would cost 7to$800 .00 would be ready Thursday&would call me never did I called him on Friday said it would be ready on Monday didn't happen told me then I needed a head so his mgr gave me a loaner cause head wouldn't be in until 4/22/22 & would take week to replace after 2weeks call had another problem fix that& come to find out the problem was with the head they installed finally on Saturday paid them in full car wouldn't start left it there until yesterday picked it up engine light still on now ac blowing hot air.They had my car from end of March til 6of July have more problems now than before they are big liers please look into this.I can explain better on phone or in person

  Business response

  07/07/2022

  The price you listed at the top of the complaint includes the deductible for the insurance claim we had to file to get our loaner car fixed after it was wrecked. This was not a cadillac, it was a dart that had been to 3 other shops before coming to us and we did replace the cylinder head for you. When we did the repair we found that the engine wiring harness was chewed up and very poorly repaired, so we replaced the harness. The connectors at the *** were broken, as were the tabs on the ***, so we replaced it. You were not charged for any of the extra repairs we performed, even though they were pre existing conditions on a vehicle that had never been in our shop. The check engine light did come on after you picked the car up from us, for a failed evap pressure sensor that is located near the fuel tank. The air conditioning never worked in the first place. The trim on the interior of the car you wanted replaced was like that when you brought the car in. We put a lot of extras into your car and simply have to draw the line somewhere at what we are not willing to repair for free. Beyond that we had multiple complaints about our loaner car almost running people off the road and driving very fast and aggressive. The complaints asked us to get the driver out of the car because they were being very reckless...then we get our car back wrecked. We went above and beyond to make sure you were not charged anymore than the quote you were given. I *********** not keep performing repairs free of charge.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** Auto does not take responsibility for their employees unscrupulous sales tactics! After years of numerous attempts to communicate w ****** **** to no avail it become obvious once Mr **** benefits from the $ in his pocket he can't be bothered! I have been a loyal customer w Cooks, purchasing 9 different cars over the years! I was driving a leased 2013 Passat that was leased in 2014. I received an email from Cooks to bring in my leased vehicle & trade in on a buy w the same monthly payment & no $ down. I was introduced to Corey and ended up buying a new car and to my knowledge from what I was told & believed was happening, I traded in my leased car and drive out w a new car. A few months later I received a collection letter in the Amt of $10,800 I called immediately and was informed it was the amt I owed on the leased car that I did a "early termination" instead of a trade?! After much investigating my car did not fit the narrative of a trade w no $ down and same payment, so the salesman did what he had to do to make a sale! I would testify in any court in the land that I never would have walked in and handed over my car to buy a new one and sign to make both payments! They stole my car & profited from reselling, which I would have done myself if that was the case. Thus started my 8 yr battle w Cooks. Note- there is NO early termination contract on file w VW Credit. Fast forward 12/30/19 I received a form 1099C from the IRS of a cancelation of debt which resulted in a proposed amt of $3006. I owed the IRS! Now 5/2022 I received a actual bill from IRS! I can't count the # of times I tried to resolve this w them. Both VW Credit & VW of America agreed after investigating it all lead back to Cooks. When I contacted them about the actual bill again MR **** blew me off and I was told by Sam **** his son maybe if I consulted w them sooner it would be a different story! What?!?! I've been trying for years!!!! The timeline is not mine, it's the IRS's!

  Business response

  07/17/2022

  Business Response /* (1000, 5, 2022/06/08) */ PLease have Ms. ******* forward any paperwork she has that corroborates her claim and I will be more than happy to look into it. Her complaint is with Cook Volkswagen LLc which is no longer in business not Cook Auto, additionally any documentation from that long ago would have been destroyed in order to protect her personal information and in keeping with federal guidelines. Again, please have Ms. ******* forward documentation that validates her claim. Consumer Response /* (3000, 7, 2022/06/09) */ My total desired outcome is to actually meet with Mr **** and the dealership to take responsibility for the 3k due to the IRS or give me a vehicle comparable to the one was was stole from me so I can sell to pay the ****! They can't have it both ways! Either the **** or the vehicle! (I was under the impression I had to choose from the drop down box and only had a specific # of letters to use until I read through other complaints on their page, so now I'm elaborating. Ty Business Response /* (4000, 9, 2022/06/10) */ Please refer to my prior response. Consumer Response /* (3000, 12, 2022/06/12) */ ***Document Attached*** 1st of all, it's a mute point about name changes & current dealerships, I obviously would not take this matter to people that did not own or who were not in charge of said employee at the time this deal went down, this is about taking ownership of a situation that happened under YOUR watch. As they are well aware the records are archived w VW of America, they are in the process of retrieving the docs & I **** forward as soon as I receive them. As far as Cooks, I was told the 1st visit that I went in after the collection letter that the documents were already destroyed to protect ME (ha) very suspicious! After receiving the Debt Discharge (which was labeled misidentified income) from the IRS (which I have included here) I thought the whole thing was over finally so I eventually disposed of my copies since I had no idea of what was to follow :( This is NOT the 1st time Cooks is hearing about this, all you have to do is inquire or should have done back then instead of blowing it off, your employees were very familiar w the issue!! Frank, the current GM at the time, Laurie ****** the comptroller, the finance manager Leonard ************* Rich Hieronimus was the salesman, who was no longer there because he had been let go already! Corey & Marwan were around as well, Marwan acting as the Sales Manager - I could bring up other accusations there too, but I won't go there. Unfortunately the fiancé manager for the deal had passed ***** I believe his name was **** Burns, so I never got a chance to meet w him, but meet numerous times w all others who were asked each & every time to put me in contact w Mr **** & I was always shot down. The sale was complete as well as the sale of my leased vehicle so they pretty much washed their hands of me but I **** not go away! Just the principle that Mr **** is not bothered by these scams that happen to loyal customers speaks volumes about the reputation of his integrity- as there can't possibly be any integrity involved after ignoring me for years & years after hearing my pleas. Consumer Response /* (3000, 17, 2022/06/24) */ My question to the dealership is this...how can I prove this to you? What kind of proof is there you would accept? The sales contract is the exact amount of the sale of the new vehicle, so we know the 10,800 was not added on the contract. There is NO signed Lease turn in contract. Besides getting a signed affidavit from Corey the Salesman, which of course won't happen, what would you consider proof? How about you give me proof! He took my carb& sold if for profit under your name, that's theft! Please show me any kind of paperwork that I signed agreeing to just give you my car? I've been asking for this for years with no proof of response from Cooks! Please, I ask, what proof would you accept? And FYI I'm still waiting to receive documents in the mail, as well have requested the docs from Truist who has the original loan. But again, the salesman didn't write on the contract what he was doing, there just in no mention of any other car involved in the deal?! Business Response /* (4000, 19, 2022/06/28) */ Please have the consumer submit any documentation to corroborate her claim and I **** gladly look into it. As previously stated in accordance with federal guidelines and to protect her private information we destroy all documents after seven years, as this transaction allegedly happened over nine years ago I would have no documentation or information pertaining to her claim. I would suggest she contact the lease company for any documentation. Consumer Response /* (4200, 21, 2022/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I totally accept their resolution & have asked over & over what documentation they would accept still with no answer?! I can get whatever there would be as far as showing what this salesman did if they **** tell me what they would be? I have talked w many salesman and have been told there wouldn't be any particularly showing what this salesman did! I am still waiting on the original contract, I went to the bank today to pick it up & the gentleman who I'm working w I was not in today. As soon as I receive it I will include it. I was already included the IRS documentation to show this is not an "alleged" incident. Cooks just keeps proving the total lack of respect that they have been showing me for years. I have asked what documentation they would accept as proof and they kept ignoring the question, I ask of them again to please answer my question. They are acting like this is the 1st time hearing about this incident, when I have been fighting this for 8 years now!! As I have stated previously, these 8 years were the IRS's timeline, not mine. The Lease Co. has nothing to do w documentation, they were the lessor for the original vehicle that was used for the trade in. The issue is with the deal made buying the new vehicle which was bought w a loan from Suntrust Bank. As Cooks knows a trade in would show on the new paperwork but a lease turn in would not. So there is no trade in showing on the contract because it was processed as a lease turn in!!!! So again what documentation will you accept? I am asking for a clarification of what document they want provided so I know what to submit? Again, I will be submitting the original loan but a lease turn in does not show there. Grounding of a vehicle is what is done at the end of the lease and / or early termination. From my research there isn't one and obviously the salesman knew this & Cooks knows this and is using that to their advantage! Please tell me who would come and just give you their car?? I came in on good faith from your advertisement, it is obvious that Mr Cook doesn't care how a sale is made as long as it generates revenue for him! For 8 years now you have refused to meet w me and discuss. This for me is about the total lack of respect being showed to me as a loyal customer! Business Response /* (4000, 23, 2022/06/29) */ I don't know what to explain, Ms Stewart needs documentation to corroborate her complaint, what she claims she has from Truist, according to her, does not indicate any wrongdoing on the part of **** Volkswagen. Consumer Response /* (4200, 25, 2022/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) What the Truist contract shows is that the vehicle was NOT processed as a trade in as it was suppose to be!!! Which you **** just say that doesn't prove anything?!?! So again I **** ask again and finally hope for a straight answer -what proof is there that you would accept??? You again are showing how you have just blown me off for years!! Please give me a ANSWER so I know what to provide you with? My original complaint asked for a meeting w Mr **** as I have for 8 years now & and no response!? Even in this forum you have not provided me with one direct answer to my questions and requests! *The Truist employee today stated I **** be able to get contract Tuesday after the holiday weekend and after getting ok to release the document from the main office since we do not have an active acct now. Business Response /* (4000, 27, 2022/07/01) */ **** Volkswagen has nothing else to add.

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