ComplaintsforThe Car Store, Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I financed a 2016 volkswagon tiguan feom the car store in september of 2023. This vehicle did not jave a working engine at the date of transaction but they assured me it would be in working order and I will be able to deive it once it passes maryland state inspection. This proccess took 10 days to complete from the date of transaction to when I was able to deive the car for the first time. I had been happy to be able to get my first vehicle and looked forward to all the possibilities of owning my own car but less than 1 week later and not even 100 miles driven, the car had a check engine light. I brought the vehicle in after getting the code checkes at autozone for free and brought it to the car store service center the day after the check engine light came on. They assured me that they would find a solution to the misfire that was present and causing the check engine light. I didnt have to pay for any of this maintenance but it did take them 45 days from the date of submision to the date when I recieved my vehicle back without a check engine light. I was given paperwork stating that the problem had been resolved by resetting the cars computer but I had not found out until december that the problem actually wasnt fixed. After the recent check engine light and now Emergency power control light came on, I took the vehicle back to the car store service center where they told me the repairs would have to come out of my money this time since i had driven a bit over 600 miles now. Pohanka volkswagon diagnosed the problem to be the same issues it had before plus dirty coolant. They printed a maintenance log stateing that the initial issue was not fixed but the car was working as designed when they released the vehicle the previous time. I declined the repairs as they would be too costly but I had to pay the diagnoses fee in order to get my vehicle back. The problem persist to this day of a 2 cylinder misfire and it makes it difficult to drive the vehicle effectively.

  Business response

  02/12/2024

  Per our agreement we made multiple repair attempts to satisfy the repair. Per Volkswagen Dealer Diagnosis we replaced the engine. When the problem presented itself again, we replaced the engine a second time, all at no charge to the customer. The problem still persisted, and we sent back to ******* ********** to ascertain why. They reprogrammed or flashed the PCM and stated the vehicle was fixed. The problem did not exist when customer took delivery after this repair. The misfire apparently returned, except only in cylinder two, not both cylinder 2 and 3. The Used Car warranty is for internally lubricated parts only.  The diagnosis fee is the customers responsibility, in order to determine what  the problem this time. If it's an internally lubricated part, then whatever warranty she has will kick in, but if it is a coil, wire, or other issue, that is the customers responsibility..

  Customer response

  02/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: The misfire was present each time I recieved the car back from the mechanic. They even said so themselves that the issue only appears to have went away. The subpar parts they put into the engine such as cheap spark plugs, and ceramic ignitiin coils, these parts lead to the issue being exxagerated . I have since replaced both of those on all cylinders (at my own expense) and the problem persist. It is not that I am seeking compensation at this point, I just want an explanation as to how the car was sold to me in the condition that it is. While driveable ,the looming misfire could causing irreversable damage in the long term and had I know that there was maintenance to fix this issue before i purchased, I would not have gotten this vehicle
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  10/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought 2 jeeps from here and a truck and when i got them only one inspected was on the truck not the 2 jeeps i had problems with the whole time i had them well i went and cancled gap on both jeeps and cancled warrinty on 1 jeep and truck well the truck still not showing it on account and the 1 jeep warrinty showes some of payment for that but still need to wait on another $50.00 another 3 weeks that isnt fair to me becausei get charged intrest everyday and neither one of jeeps gap that i cancled have shown up on account and they said they mailed gap out first i am being charged intrest every day i think they should pay the intrest of 150.00 i dont belive i should pay it this is all we are waiting on for account to be closed why should i have to pay when its there fault in my eyesthey say by law they cant give me money any where else can but they cant this place is so shade and do there customers wrong never again will i buy another car from them

  Business response

  11/03/2022

  Business Response /* (1000, 28, 2022/11/01) */ The consumer requested the cancellations of the gap coverage and the two warranties, and those cancellation requests were submitted and processed by the Car Store the same day as the request. The Warranty and gap companies send us the checks to be sent to the lien holder. Those checks were submitted the day they were received by us. The process and cancellation of the product is 4 to 6 weeks. Mrs. ******** had her refunds processed with 3.5 weeks. The Car Store has no control over the postal service or the gap and service warranty processing speeds or when the lender chooses to apply the credits. Consumer Response /* (3000, 30, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They should have to pay the money for the intrest charged and they didn't send that same day tbey got it all I want is my money back

• Initial Complaint

  09/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a Chevy trax from them 05/27/22 It was supposed to be MD inspected by them and it wasn't I never received a call about it I even got a second temp tag and asked when it would be inspected still never heard from anyone I paid for it to be inspected myself and it didn't pass they don't want to pay to fix it because it's now 6mo later but I explained to them several times I was never contacted about getting it inspected through them they never left a voicemail or nothing I would like my money back for the inspection as well as for them to actually fix what did not pass it's unfair to me when I reached out several times and all I was told is someone will call me back.

  Business response

  10/10/2022

  Business Response /* (1000, 8, 2022/10/03) */ The customer purchased the vehicle in May. As a Maryland resident purchasing from a Delaware dealer the consumer was informed the vehicle would need to be Maryland Inspected within 30 days. Despite repeated attempts to contact the customer to schedule the inspection with our repair shop, the customer did not respond nor schedule the repair. Finally in August we refunded her money for the tag work and processed only her title. The customer waited way beyond the 30-day window and ended up getting her inspection on her own at a facility outside of our dealership network. We in good faith, made repeated attempts to accommodate the customer within the 30-day window. The customer on her own volition performed the inspection outside of our dealership network and waited way beyond the period for it to be performed.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased vehicle November 3 2021 they issued us MD temporary tags. our tags ran out they told us to go to Laurel De Car Store to pick up our tags so we did not have to drive an hour to Salisbury MD. We have just found out they issued us a DE temporary tag and i do not reside in DE nor did i purchase my vehicle in DE. We also have had many issues with our car that has the extended warranty and they kicked me out of the store before giving me an option to have my vehicle fixed (Both Cadillac converters). We now have a car that tags is expired as of today and they still have not contacted us on what the next step would be to getting our tags. the car was in the shop for transmission issues the day we was supposed to pick it up so we had to wait days to even get our car. Less then a month later it was put back in the shop for the transmission that they had to replaced. and now both Cadillac converts went up and they will not assist us.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/24) */ The catalytic converter is not a covered item with Mr. T******* warranty. Mr T******* had flags at the dmv that prevented us from doing his tag work.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I co-signed for a vehicle for my son ********** on the 8th of January, 2022. He had the car approximately one week and noticed an oil leak and black smoke was rolling out of the grill. My son called the salesman on Thursday, January 13th and he forwarded him to the repair shop. The repair shop was booked solid and could not get him in until Tuesday January 18th. He took the car in on January 18th and was told it would be ready on January 19th. He called January 19th and was told it may not be ready until the 20th. I called the salesman to ask if there was any way to get a loaner for one day as he has a newborn baby and they only have this one vehicle. He told me he was going to ask his supervisor and then just simply transferred me to the repair shop. The gentlemen there told me they do not offer loaners. He had explained to my son on Tuesday that this cars engine had been rebuilt and they were aware. We were not informed of this when we purchased this vehicle. He has only had this car one week and yet cannot use it. This is ridiculous that they knew it had previous issues and did not disclose that information and have not been helpful in problem solving his issue of being without a vehicle to get to work. I would not recommend this dealership to anyone ever and am contemplating hiring any attorney as there has to be a lemon law that would cover this.

  Business response

  02/09/2022

  Business Response /* (1000, 11, 2022/02/02) */ The customer concerns have been addressed and the customer is happy now. No expense to the customer.

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