ComplaintsforHerb Gordon Group

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Noncertified ***** SUV on January 15, 2022. When I purchased the car, I was pleased. Approximately 3 months later, when I was driving on Route ** (60 miles an hour), the left sensor on the drivers side started flapping (this is a piece of steel). This was alarming because I was driving and if it dislodged it would have flown into the view of another car that would have likely caused a multicar accident. So I was holding the sensor with my hand out of the window and driving until I could get safe. A day later the left driver side sunroof strip fell off. I was very upset because I have never owned a ***** car and experienced these problems. They repaired both. Then about a month ago, the passenger side front tire blew out on the highway. My 5 year old grandson was in the car. This was very scary and unsafe. I had to replace that tire. A week later the front drivers side tire blew out while I was driving on the highway! Another unsafe and potentially unsafe and potential accident. I decided then and there to get rid of the car. The reason I buy ***** is for the safe brand and for the dependability. I have put in approx. $2500 since I purchased the car not even 9 months later. (I had to replace coils and shocks also at the tune of $1100.) When I went to ******, they pulled up on a system that the car had 2 minor accidents. This information was never revealed to me. The ********* in Ellicott City said they use this other system because ****** does not pull up all the accidents. I think this is why the dealership does not use the other system. I lost money on the trade in as a result. I am filing this complaint as I lost alot of money I had put $15,000.00 down on the car when I purchased. When I traded in the car to ***** in Ellicott City, they paid me $13,000. I then pulled another $8,000.00 out of savings to put down on the car to have a reasonable monthly payment. So in effect, I lost approximately $10,000 (8000 and 2500).

  Business response

  11/23/2022

  On January 10, 2022 ***************************** purchased a 2017 ***** ****.   At the time of purchase the vehicle had 63,677 miles on the odometer.   As part of our inspection process before advertising any used vehicle for sale, all used vehicles must pass a safety inspection in compliance with the Maryland Vehicle Safety Inspection Program.    During the inspection process, all vehicles are also visually inspected for previous accident damage.   No previous accident damage was observed on this vehicle.   Additionally, we obtain a ****** Vehicle History Report, which showed no previous accidents or damage reported to ****** for this vehicle.   A copy of the ****** report was provided to *** ******* and signed by her at the time of purchase, a copy of which is attached.   Though the review of the ****** report and the visual inspection, we were not aware of any previous damage and our responsibility to disclose any known damage was fulfilled.  
  
  In her complaint, *** ******* stated “the left sensor” and “a day later…. sunroof strip fell off” of the car.   On 5/16/2022 at 71,064 miles, *** ******* brought the car to us with a piece of trim on the drivers side “A pillar” missing and a piece of trim for the sunroof missing.   Given it was 7,387 miles after purchase and two pieces of trim were missing from the vehicle, this seemed unrelated to the condition of the vehicle at the time of purchase.   However, we replaced these items for *** ******* at no charge to her.
  
  *** ******* also stated in her complaint  “about a month ago the passenger side front tire blew out… and a week later the front drivers side tire blew out”.   While we did not see the car after these incidents, as they were not reported to us, they were likely caused by a road hazard condition, such as a pothole, which is not the dealer’s responsibility.   
  
  The vehicle was purchased with a 12 month / 12,000 mile powertrain only warranty.    *** ******* is requesting to be reimbursed for approximately $2,500 in maintenance and repairs.   We respectfully deny that request as maintenance is the vehicle owner’s responsibility and any potential warranty matter must be addressed at the time of the repair.   Other than the visit on 5/16, the only other time *** ******* brought the vehicle to us was on 8/12/2022 at 78,428 miles (14,751 miles after the purchase) to replace a faulty window switch, which was not covered by the powertrain warranty.
  
  *** ******* is also requesting to be reimbursed for $8,000 “put down on the (replacement) car to have a reasonable monthly payment.”   *** ******* stated she made a decision to replace the ***** purchased from us after the tires blew out.   Her decision to replace the car and her decision to put additionally money down, cannot be the dealer’s responsibility, and we therefore must deny this request also.
  
  If any additional information is needed, please contact us.
  

  Customer response

  11/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: when I took the car to ****** to sell the car, they pulled up the documentation showing that the car had been in 2 minor accidents. I believe ***** knowingly does not use the advanced system that ****** uses as they know the Carfax system does not pull up everything. The ****** representative told me this.  

  
  

  I have never owned a ***** which created the amount of problems that this car did.  I believe the fact that the car was previously in 2 accidents was a major reason why all the problems occurred.  I do not believe that this car tires would blow out a week apart.  When I took my car to the *** to replace they told me that the tires were worn.  Since the car was not certified, for all I know ***** could have put any tires on the car.

  
  

  I made the decision to get rid of the car because I cannot drive a vehicle especially as a woman where I don't feel safe.  None of the prior 6 volvos I owned created any challenges like the one I purchased.  I have never bought a ***** with the amount of problems that this car had and I believe that it dates back to the 2 minor car accidents.  If ***** had disclosed that the car was in 2 accidents I never would have purchased this car.  How is it that ****** was instantly able to pull up the 2 accidents, yet ***** did not?  I would like to know what my next steps are but I wholeheartedly reject their decision. I will never buy another car from the ************* location and I want my complaint published alerting persons.  

  
  

  I do not trust this dealership.  Even last week I had to take my new car there unfortunately to get a key reprogrammed and despite my salesperson setting it up in advance, when I got there they wanted me to make paymenet for the key.  They said, "We never heard from them." This was a lie.  I do not trust this dealership and regret purchasing the car.  Please advise.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I went to the dealership to purchase a car and trade in my more valuable truck. I was told I would receive a check at closing for the difference. I did not receive a check at closing but was told it would be a couple of days, it is now 5 later I was told it could be weeks. I returned the car that I had an unfulfilled contract for and asked for the return of my truck. My truck was not returned, I left with out my truck and left the dealers car with the keys there. I notified the dealership that I was canceling the contract as they did not fulfill the terms of the contract.

  Business response

  09/12/2022

  To Whom it may concern,

  Our ***** General Manager and ************** were able to speak this past week and came to a resolution regarding the trade and purchase from ***** Cars Silver Spring.  There seemed to have been a slight miscommunication as the dealership did have **************** equity check available for her on the next business day.  ************** made the purchase after 5PM on Friday September 2nd, and the check was available on Tuesday September 6th.  Monday was a holiday.  ************** is now driving the vehicle she purchased from the dealership and is completely satisfied.  Should you require more information, please feel free to contact me.

  Steve G*******

  Division Sales Director
  ************

*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. ↩