ComplaintsforTrust Auto

• Initial Complaint

  07/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased my vehicle from this dealership on July 10, 2023. A portion of the cost of my truck included a PDI fee ($895). During negotiations, I requested for the dealership to waive this fee. The dealership denied my request. They explained that resources had been invested into my truck to ensure it was prepped and prepared for resale. However, the dealership sold the vehicle with several issues despite charging me the PDI fee. The dealership sold me the car with a leak in the AC line, a slow leak in the passenger rear tire, and disabled rearview wipers. I had to return the truck three times for the dealership to fix the AC leak. The third time, the dealership kept my vehicle for almost two weeks with little communication. The dealership 'fixed' the rearview wipers by installing a faulty motor that I had to replace. That piece alone was almost $200. Lastly, the dealership caused more damage to my vehicle when it was in their possession. They left an oil boot stain on my seat and dented my rearview bumper on the driver's side. The dealership did not acknowledge the damage they inflicted on my vehicle either. I seek the help of BBB for a refund of the PDI fee ($895) and the cost of the windshield wiper motor ($200). I'd also like the dealership to reimburse me for travel costs. As I mentioned, I had to take my truck back three times for the dealership to correct the AC leak. That should have never happened. It is approximately 60 miles roundtrip from my home to the dealership. That's 180 unnecessary miles put on my truck for the dealership to correct their wrong/misdoing. I want to be reimbursed $1.70 per mile for $306.

  

  Business response

  07/15/2024

  I attempted to call the complainant last week. Left a voicemail. Have not received a call back. 

  

  Business response

  07/15/2024

  Dealer is willing to come to an amicable solution, but does need to speak to complainant to discuss terms. Please call the Dealership and ask for Nick or call my cell at **********

  Customer response

  07/22/2024

  I received and acknowledged Trust Auto’s response. I am weary of resolving my complaint ‘offline.’ Trust Auto has not previously demonstrated enough goodwill to move forward without the intervention of BBB. I want written confirmation from Nick that the company will agree to my request (per the dollar amount specified) before I communicate with the dealership via phone. I want the written agreement documented on this platform before I am willing to close my complaint. 

  Customer response

  07/29/2024

  There was no resolution. I did not receive a refund/reimbursement. My last message on July 21 asked for additional help from BBB. I did not wish to resolve my complaint verbally with Nick from Trust Auto. I asked BBB to have Nick provide written confirmation that the dealership would satisfy my request and the dollar amount. That was not done. I would like my complaint to be opened once more and properly resolved. 

  

  Business response

  08/12/2024

  While Trust Auto was not responsible for the repairs on your vehicle or the repeated visits you had to make, we value your satisfaction and are committed to resolving this issue through our Goodwill and Customer Retention programs. We are willing to reimburse you the requested amount of $1,401.00.
  
  To proceed, we kindly ask that you provide a receipt or invoice for the windshield wiper motor for our records. Additionally, all agreements, including settlement agreements, are typically signed via DocuSign for your convenience. If you prefer, you may also sign the agreement in person. Unfortunately, the BBB platform does not support the signing of such agreements, so we would need to finalize this outside of the BBB portal.

  Customer response

  08/15/2024

  Hello, 

  I am attaching the receipt per Trust Auto's request. The windshield motor is the last item. 

  
  Please inform Trust Auto that they may email me the DocuSign forms to process my reimbursement. My email is ***************@gmail.com. Please also let the dealership know that I will formally close out my complaint (with satisfaction) after I receive my reimbursement. 

  BBB, I appreciate your help!

  Thank you, 

  ******* 

  

  Business response

  08/26/2024

  A contract will be sent tomorrow for complainants signature. 
  

  Thank you 

  Customer response

  08/28/2024

  BBB,

  I signed the documents from Trust Auto as of today. I’d like to keep my claim open until I deposit the check. At that point, I will close my complaint with satisfaction. 
  

  Thank you,

  *******

• Initial Complaint

  01/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a 2021 Tahoe from this business on November 22 2023 . I contacted them on the next business day which was November 24 2023 about the rear passenger TV not working in the headrest, scratches on the vehicle that was not detailed out as they said they would, also wheel locks on my tires that were on with no key to get them off. I took the vehicle to the dealership with an estimate for one showing the TV does not work and the receipt they charged me for the diagnosis. The TV replacement cost is 1500. I've been dealing with a guy from the repair department that is now giving me the run around name Damien. I want them to do what they said they were going to do or refund me the cost to pay someone to do the work they said that they would do. The last conversation with Damien I had was that if I had to bring the vehicle to them which is 3 hours away from my home was that I needed that in writing before I came all of the way out there for nothing. As of yet he has not put in writing as to what he said that they were going to do so I have no other choice than to seek help elsewhere.

  

  Business response

  01/03/2024

  Good day, 

  Mr. ********, as we discussed over the multiple emails, we agreed to replace your wheel locks to make sure you have the key to take them off, additionally we agreed to buff your vehicle to eliminate scratches. Also what comes to a passenger TV we also agreed to fix/replace the screen. In order for us to address those issues we would need to have the vehicle. I also would like to bring to your attention that we did not authorized any diagnostic charges and cost to make a second key, both of those issues was not agreed upon at the time of sale. 
  Please let us know when are you planning to bring vehicle back? 
  Please contact Damien at ** **** *** *** **** he will be able to schedule an appointment and address your concerns in timely manner. 

  Customer response

  01/07/2024

  
  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

  06/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a used card dealer that tried to sell me a car without disclosing major issues. On 06/25/2023 I have visited the above business hoping that I will buy a car. We found the car and proceeded to purchase by paying a $500 deposit. We have found a couple of cosmetic issues with the car, and the seller agreed to fix them. However, he did not disclosed major things that the car was having. I have requested to do a pre-purchase inspection, just to make sure that everything is OK. After doing the inspection, with a certified dealer, ****, they found major issues such as engine oil pan cracked, leaking oil, engine mounts broke, battery replaced with an aftermarket product (safety issue according to the **** service department), tires replaced, but not in compliance with the manufacture requirements, and many other small things. I contacted the seller, sent him the report, and asked him why all those thing were not disclosed, so I don't have to pay $175 fee for the inspection. I have asked him to reimburse me for that $175 and returned my deposit $500. He did not want to reimburse me the $175 and threated me that if I don't pay the $175 he will take legal action against me. I just want the seller to reimburse me the $175 and refund my $500 deposit. This business is a scam, running their business hoping that their clients are going to buy their horrible products with verifying them.

  

  Business response

  07/25/2023

  Thank you for your feedback. 

  We are very sorry for the experience that you had in our dealership. I would like to start by addressing several complains that was brought to our attention. $ 500 deposit was refunded immediately upon your request. We also offered to fix all issues that was found during PPI at no cost to you and move forward with the purchase. You decided not to accept our offer and cancel the deal. Request for reimbursement of $ 175 PPI fees was respectfully declined. Pre Purchase Inspection is solely clients choice and responsibility. 

  Please do not hesitate to reach out to us in the future if you need any assistance

   

• Initial Complaint

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  THIRD EDIT:!!!!!!!!!!!!!!!!! STAY AWAY FROM THIS DEALERSHIP I BOUGHT A CAR. SUPPOSEDLY A NEW TRANSMISSION BEING PUT IN. 3.5 WEEKS LATER AND I JUST GOT IT BACK. TURNS OUT THEY PUT ANOTHER BAD TRANSMISSION IN IT. WILL BE TOWED BACK TO THIS HORRIBLE DEALER AND SHOP TOMORROW. I AM SO DISGUSTED. I HAVE DRIVRN MY CAR LESS THAN 150 MILES AND AM ON THE SECOND REPLACED TRANSMISSION NEEDED. My first review was premature I suppose. I am highly disappointed, dissatisfied and simply irritated. The day after I bought my Acadia (after feeling a shift problem on the test drive and the salesman said it was the car trying to figure out what gear it’s in). The next day my car wouldn’t stop shifting funny, shaking, thumping etc. I immediately returned back to the auto dealer. They wanted to send it to the transmission shop. I had to have it towed back down because I had my 2 year old son with me. Here we are. 3 weeks or so later almost. My car needs a NEW transmission and no idea when it will be I. I’m paying a 420 a month for a car I don’t even have. NOR do I have any loaner. Because they don’t have one. At least offer me money off my payment. Since I was sold a car with a bad transmission. They are though fixing under warranty. But no telling when that will be. I am so upset. I feel no one is rushing to get my car what it needs because it isn’t effecting them. I hope to make another update on how the situation was rectified. But unfortunately. It has not been. Bought the car. The next day I was back down at the shop. Needing a new transmission and it is a bad transmission. They installed. They have sold me a faulty car and KNEW they did. This is a bad bad business and I would like them to buy the car back for what we paid. The car is a lemon and they knew it. Over 3 weeks to replace it and it is another bad one.

  

  Business response

  07/19/2023

  Client purchased vehicle from our dealership with one months one thousand miles powertrain warranty covering 50% parts and 50% labor after 200 deductible, shortly after a purchase client complained that the transmission is not operating properly. We kindly asked client to bring it back for initial diagnosis. Upon inspecting the car CR Tech was able to identify transmission defect, they immediately placed an order for a new rebuild transmission. ( The process of getting transmission shipped in the mail is not a quick one, also replacing transmission requires curtain amount of time). Client was explained several time the process that we would follow and agreed to move forward with repairs. Also as a good will Trust Auto did not collect any warranty mandatory deductible or 50% parts or a 50% labor. After replacing the transmission vehicle was delivered to the clients. Upon first test drive client complained about another transmission issue she is experiencing. Client contacted Trust Auto and made a complain in regards transmission not functioning properly again. We explained to the client that rebuild transmission that we replace is under full warranty including parts and labor in case she wants to take it to the any other shops. After we had conversation with the client she decided to take it to the shop of her choice. For over 10 years we take pride in a quality of our vehicles  and outstanding client service. Please do not hesitate to contact us at any time. We would love to help.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  04/22/2023 $71,274.10 Fraudulent Representation of online purchase - Vehicle condition did not match sale terms Uncomofortable with entire experience Business offered $500 to sign a release of all responsibility day after purchase delivery Deal # 10790343 Purchased truck at full asking price from New Jersey online, Driver delivers truck in the middle of busy road and pushed us to sign under duress to get out of traffic. First two minute inspection showed exhaust held on with rope and wire hanger, multiple scratches, dents, damaged wheels which were documented by driver prior to signing for receipt. Online representation was excellent condition and disclosed none of these items. Prior conversations (recorded) stated that there was "no damage to vehicle, it is perfect and we would not sell if it were not". This was a complete lie. 125 point inspection was stated to be complete. Truck was not detailed at all. List of repairs needed below: Oil leak driver side motor head Fuel system crank no start injectors #1, #5 Front bumper corner has been pulled out from accident damage to paint and dent Cap has significant dent 3rd light lense cracked Air Bag Suspension does not hold air Exhaust held by hanger/rope Needs brakes Water damage under inside of cabin Exessive rust all over truck 4WD does not engage Sunroof leaks Cigarett burns all over Scratches driver side rear quarter panel Multiple calls to resolve with no positive result. Dealer had this truck for months and did not inspect prior to sale. I do not trust any repairs made by them. I have over 15K in repairs that need to be made to a 70K vehicle that we just purchased. It is currently unable to be repaired and falls under lemon laws and consumer fraud and is inoperable. We have contacted Maryland Motor Vehicle commission for formal complaint. There are dozens of complaints online with similiar circumstances and lack of transparency.

  Customer response

  06/21/2023

  Please see the retail purchase agreement and letter of promise from dealership. 

  

  Business response

  07/19/2023

  I spoke to the Customer directly on the phone regarding this complaint yesterday. He is going to think if he'd like to allow Trust to find a resolution, or if he'd like to go the initially planned route and let me know.

• Initial Complaint

  09/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a sprinter crew van on 8/4/2022. on 8/18/2022 it stopped accelerating up hills. I called them and they said it was not covered under the warranty. I drove from Rhode Island to Maryland to purchase this van which is 400 miles there warranty covered 1000 miles or 30 days. I found out that the bolts were not installed properly in the exhaust to the turbo creating threatening gases and in turn burned the wire harness to the main engine. I reported just over 2000 miles. I bought this van for $40,000. the estimate to fix it is $7400. they have no ethics and did nothing to reconcile. This was a problem before I purchased the vehicle and they stopped answering my calls

  

  Business response

  09/27/2022

  Business Response /* (1000, 9, 2022/09/19) */ To whom it may concern, We have reached out to Ms. ***** and agreed on a settlement to help with her repairs. Ms. ***** went over the 1000 miles listed on her warranty for which Trust auto has decided to still help our customer. Repairs should be completed shortly by the service facility that Ms. ***** have choosen. Any questions please contact me. Thank you.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We were buying a car from out of state. We spoke and text with the sales person. He had the general manager facetime us to show us the car. During that call we asked him about the warranty. He told us it had 30 days and he added that Maryland has a strict law that if anything is wrong with the drivetrain, they would have to take the car back. Within 30 minutes of the car being delivered to our house, the check engine light came on. I let the salesperson know right away, they had a service person contact me. They asked me to send a photo with the mileage which I did. After trying multiple things to get it to go off, I took it to mymechanic who ended up replacing the thermostat. Since I could not register the car, since it would not pass inspection, I had it fixed. After many back and forths with Trust Auto they made an offer for less than 1/3 of what it cost me to repair the car so it would pass inspection and could be registered. They did not honor the warranty the car had.

  

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/09/01) */ On July 1st 2022 our dealership delivered a 2016 Mercedes-Benz GL450 to this Customer who had purchased the vehicle online. Two hours after the delivery, the Customer called to let us know that the check engine light had come on. We asked the Customer to have the vehicle scanned and provide us with the code, please see attached document from *********. There was one code for an EVAP leak stored at that time. We then sent the customer a new gas cap to repair the issue. The gas cap was delivered to the Customer on July 11th. On July 20th, the Customer called and said that the check engine light had come on again and that he had an appointment with his mechanic on July 22nd to check the vehicle out. We made it clear to the customer that the diagnosis by his mechanic would not be covered by our dealer unless the failure was covered by the warranty included with his vehicle, we also asked the Customer to have the vehicle scanned again and provide us with the code. On August 5th the Customer contacted us and provided an invoice of repairs that he made to his vehicle and requested that he be reimbursed. We informed the Customer that the repair that he had on his vehicle was not a covered component under the warranty. We contacted the shop where the repair was done to find out if they had documented the code or codes that caused the check engine light, because the Customer never provided them to us when the check engine light came on for the second time. The shop was not able to provide documentation of the code, but they did expertly explain that the code was for a cooling system malfunction and that is what led them to diagnose a faulty thermostat. We then contacted the Customer to reiterate that this was not a covered component of the warranty, but as a good will gesture, we can offer them the amount that it would have cost us to make the same repair at our shop. The Customer declined and insisted that we pay for his entire repair. The Customer then contacted the BBB. Please find the attached copies of the Buyers Guide and the warranty information that were signed at the time of purchase. I have redacted all personal information from these documents, but they are digital copies of the actual documents. Consumer Response /* (3000, 12, 2022/10/05) */ You continue to spread false information. Jason told us on FaceTime about how Maryland has a specific type of state law that you would have to take the car back in the first 30 days if it had mechanical problems. I COULDN'T"T REGISTER THE CAR because the check engine light was on. I'd call that a mechanical problem. Add to that that you had your service manager call and tell me you decided to pay the bill and I'd receive the check in 3-5 days. That was a month ago. Just one more lie from you. Consumer Response /* (3000, 12, 2022/10/05) */ You continue to spread false information. Jason told us on FaceTime about how Maryland has a specific type of state law that you would have to take the car back in the first 30 days if it had mechanical problems. I COULDN'T"T REGISTER THE CAR because the check engine light was on. I'd call that a mechanical problem. Add to that that you had your service manager call and tell me you decided to pay the bill and I'd receive the check in 3-5 days. That was a month ago. Just one more lie from you. Business Response /* (1000, 38, 2022/12/14) */ Settled outside of BBB mediation Consumer Response /* (2001, 42, 2022/12/15) */ The consumer has confirmed with BBB that the check arrived in today's mail.

• Initial Complaint

  06/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In late May of 2022, I purchased a used Chevrolet Volt from Trust Auto. During my discussions with the salesperson, they assured me that if there were any problems with the car, Trust Auto would make it right. After purchasing, I took the car to our regular certified Chevrolet dealership and they found that the front axle needed to be replaced and quoted an approximately $800 estimate (not counting the cost of the inspection itself). I sent the estimate to Trust Auto asking them to pay for the repairs. They refused, saying that the estimate didn't have sufficient notes describing the needed repairs. I offered to take it to a second certified Chevrolet Dealership to get another opinion, asking that, if that dealership found the same problem, Trust Auto pay for the repairs and the cost of the second opinion. Trust Auto refused. They said that they would only pay for repairs if I drove back to Maryland (an hour and a half one way trip for me) and have their repair shop or another repair shop of their choosing in northern Maryland examine the car. They will not compensate me for the first inspection or the travel/time cost associated with driving for three hours or acknowledge that their mechanics will have an incentive not to find a problem. I simply want them to reimburse me for the needed repairs on the car they sold me that is done by a certified Chevrolet dealership. If they require a second opinion, they should pay for it.

  

  Business response

  07/20/2022

  Business Response /* (1000, 11, 2022/06/29) */ On June 7th 2022 we received a complaint from a customer that had recently purchased a vehicle. The customer had taken his vehicle into a certified Chevrolet Dealer to check the brakes, complaining that the pedal seems to stick. The brakes were found to be operating normally. The customer also had the Chevrolet dealer perform a multi-point inspection where the technician recommended that the customer replace a front drive axle. Please see attached invoice. We called the Chevrolet Dealer that performed the inspection to get more information because the invoice did not specify which axle they were recommending nor did it have the reason for the recommendation. After multiple attempts to gather pertinent information regarding the recommendation failed, we contacted the customer to explain the situation. We explained that the Chevrolet Dealer was not able to tell us in any professional manner, which axle it was and what was wrong with the axle. We also provided the customer with a copy of the Maryland State Inspection report that includes inspection of the c/v axles, which passed at that time of inspection. We recommended that the customer get a second opinion. The customer wanted us to pay for the second inspection, we said we would not, but the customer was welcome to bring the vehicle to our shop and we would inspect the axles at no charge to him. The customer refused, stating that he did not believe that we would have an unbiased opinion. We then offered for the customer to take the vehicle to a second Maryland State Inspection station that we use, We would cover the cost of the inspection and whatever they found to be faulty, this was offered at no cost to the customer. The customer refused, stating that he did not believe their opinion would be unbiased. We then advised the customer that there was nothing more we can offer based on the information available. The customer then filed a claim with BBB. The customer did eventually go to a second Chevrolet dealership to get a proper inspection and they found that both front outer C/V joints were noisy when turning at low speeds. Please see attached invoice. We then contacted the customer and advised them that the c/v axles are not covered by the warranty that comes with the vehicle he purchased, but as a good faith gesture, we would extend coverage to the c/v axles and offered to replace them for them at no charge. He has an appointment for 7/1/2022 at our shop to do the repair. Consumer Response /* (3000, 13, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) These are not the complete facts and I feel like it's important for out of state customers of Trust Auto to understand my experience. I live an hour and a half away. I expressed concerns about the car during my initial test drive, was told by the salesperson that it was normal and that, if there was a problem, Trust Auto would "make it right." It appears that Trust Auto either didn't do their own inspection and relied on the visual inspection from the mechanic that they have a financial relationship with, or they knew about the problems and didn't disclose them. I have no way of knowing. They never provided me proof that they did an inspection themselves prior to selling the vehicle. I paid for the initial inspection at my own expense and it turns out my concerns were justified and both front axles needed to be replaced. Finding it required more than a visual inspection, which is why the Maryland inspection did not find it. Trust Auto decided that the first inspection did not include enough notes for their liking and would not commit to repairing the vehicle. It appears that Trust Auto either didn't do their own inspection and relied on the visual inspection from the mechanic that they have a financial relationship with, or they knew about the problems and didn't disclose them. I have no way of knowing. They never provided me proof that they did an inspection themselves. I offered to foot the bill for the second inspection IF nothing was found and asked them to pay for it if the second inspection validated the results of the first inspection. They refused to do so unless the inspection was done by a company that they had a pre-existing financial relationship with. All of those companies were over an hour drive away one way. Trust Auto insisted that the second inspection, again paid for at my own expense, needed an "unedited video" and even then they would not commit to accepting the results of the inspection. The certified Chevy dealer that was doing the inspection laughed at what Trust Auto was requiring and asked if Trust Auto was paying for the inspection and was shocked when I said they had refused. The second inspection validated the first inspection and I was warned by that dealership that the repairs were desperately needed and recommended that I not drive the car out of town until the repairs were completed. I communicated the recommendation that I not drive the car out of town to Trust Auto. Trust Auto refused to pay for repairs at a certified Chevy dealership near me. They made me drive a three hour round trip on a work day instead. I bought a car from Trust Auto that needed both front axles replaced and had to pay for two independent inspections out of my own pocket to prove it to Trust Auto. I then needed to take time off of work to drive a 3 hour round trip because Trust Auto refused to pay for repairs at a repair shop near my house by a company that they did not have a financial relationship with. Only after I filed a Better Business Bureau complaint and publicly inquired about the process for filing a legal complaint with the Maryland Attorney General did Trust Auto agree to make the repairs. I will have no choice but to pay for a third inspection to validate that Trust Auto did, in fact, make the repairs they claim they will make on the vehicle. Trust Auto should pay for the second inspection which validated the first inspection and demonstrated that the car that Trust Auto sold me had two front axles in need of repair. Business Response /* (1000, 19, 2022/07/15) */ I have provided all the facts related to our dealings with this customer. I have also provided all the emails that will clearly prove that this has all been a misunderstanding by the customer. Unfortunately I have been unable to express in a way that the customer understands that there are policies and procedures that need to be followed. My hope is that an agent from the BBB will read the emails and make their own judgement on the matter.

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is my 2nd run in with this company. (Check my review in April of last year). The first one was when they withheld my tags and made up lies. Today, I unfortunately have to deal with this dealership because they sold me an extended warranty they isn't worth the money. They sold me a warranty stating that it will cover my all of my repairs and I was getting the best one which is not true! I took my car to the dealership. They stated that I needed a thermostat replaced now and possibly my water pump replaced. The dealership called endurance to set up the claim as I stated I would possibly just get everything done at once. The dealership stated that my water pump wasn't covered. My fiancé called endurance and they stated that the claim was denied because of the gaskets, which makes no sense since the gaskets are for the water pump. Per endurance, there is a surcharge that should've been added at the time of purchase to protect this, which would have to be done with the dealer as they sold it to me. Called the dealership and had to request for a call back. Myron called her back and told him the issue and told him that we would possibly need to to upgrade my coverage. He then tells her that he has to call someone else because he doesn't know how to do it. She called back and spoke with the salesman Keith. Keith was asked how much is the coverage I'm paying for and what is not covered, he said that it was all provided in my contract (alluding to check there). Then proceeds to say that I got a level 3 plan not level 4. He then asked very smartly if it was something he could help me with. I feel that this dealership should not be in business at all. They false advertised on the warranty knowing that people have to pay surcharges for it. Oh, and endurance will NOT pay for the claim once it has been denied because the surcharges were not added during the purchase. I will say that Myron called back left a vm Friday, but when the call was returned today, he was nonchalant

  

  Business response

  04/26/2022

  Business Response /* (1000, 5, 2022/04/19) */ This is Myron sales manager. As I informed your fiance, your coverage does not cover seals and gaskets. I called the warranty company to find out what options were available to you. The warranty company stated they can not upgrade your coverage for an pre existing claim issue. Do you have a copy of your warranty contract? If not I would gladly send the signed copy to you. Options for different warranty coverages were offered to you at time of sale over a year ago. You signed a contract for your warranty so I do not see any false advertising. I try to help every customer that needs assistance. IN this case there is a signed contract involved which clearly states the coverage of the warranty purchased. Your claim for the thermostat was covered but your water pump is not broken the gasket near the water pump is leaking. The water pump is covered by your warranty if it was broken. Replacing the leaking gasket is what is needed to repair the leak. Give me a call direct and I will get with my service department to see how we can help with the gasket replacement. Thank you.

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Traded in a 2020 Chevrolet Equinox on 12/23/2021 for a 2015 Nissan Quest. We noticed a clunking noise from the front of the vehicle and that it was pulling to the left. We called them and took the van in for service under the 30 day warranty. They replaced a bolt in the suspension and were unable to do an alignment. The noise and pulling were still present so we brought the van back in for service and had to fight with them over the fact that we were under warranty. We took it in within the 30 days. They did the alignment and tightened more bolts. The noise persisted and the shop manager rode with me to hear the noise. He acknowledged the noise and kept the van to fix it. They yet again tightened more bolts under the vehicle and claimed it was fixed. The noise still persists and now the shop manager is saying that the vehicle is operating correctly and there is no clunking noise. We rode together in the van again and there is no change to the sound but now he suddenly can't hear the noise. The strut is bad and they refuse to replace it because the prior owner replaced the strut. I just want the vehicle to be safe for my growing family and to have the clunking resolved.

  

  Business response

  02/14/2022

  Business Response /* (1000, 10, 2022/02/07) */ Trust auto has resolved this compliant with the customer. The issue with the noise has been fixed by my service department. I will reach out to the customer to make sure all their needs have been meet. Thank you.

*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. ↩