ComplaintsforQuirk Automotive Group of Maine

• Initial Complaint

  06/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A 2022 Jeep was purchased on 6/7/24 and delivered to my home. When it arrived it was missing the hitch cover. The sales rep that delivered it tried to tell me that it didn't come with one. When I let him know that it had one in the picture of the sales ad, he decided it probably fell off on his way over. He agreed to order me another one and a replacement was received by me on 6/17. According to the sales rep it was received in primer only and would need to be painted. It came to me painted but did not match my vehicle. The sales rep told me it was because my bumper was metal and the hitch cover was plastic so the color would never match because it is two different surfaces. When I informed him that my bumper was not metal he told me that I would just have to wait for the gloss to fade and then it would match the rest of my vehicle. When I told him I wasn't satisfied with that and that I thought it should match since the one that was on it when I agreed to purchase the vehicle matched. He referred me to his manager. I reached out to the general manager after speaking to my auto body shop. My auto body shop said that it definitely did not match and it definitely would not fade to match and that it would need to be repainted and provided an estimate for $200. When I presented this information to the general manager, he said he would have to see it himself, in person, even though he had pictures that clearly showed the mismatched paint. I asked him about his auto body shop and why they wouldn't request the vehicle in order to match it. I was told that auto body work was outsourced. The general manager insisted that I would need to bring the vehicle in knowing it was a 2 hour drive for me and also confirming that he was not an auto body guy and had no knowledge of auto body repair. This is a $50,000 vehicle and I feel that it should match. The vehicle I agreed to buy had matching parts. This is a $200 fix that I should have to fight for.

  Customer response

  07/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I own a 2017 Cadillac XT5. It was in need of front brakes, so I took it to a local mechanic. He called to say that the new brake job was all done, but the Michelin tires on the vehicle , which had ****** miles on them, would not pass the State of Maine inspection guidelines. I immediately contacted Michelin customer service, who instructed me to take the vehicle to the nearest Cadillac dealer, which is Quirk Auto Park, for an inspection, which I did. I called Michelin customer service, who contacted ********************** to confirm the tread depth, etc. They offered a 50% discount on a set of 4 new tires. They would pay 50% of the cost of the tires, I would be responsible for the other 50% plus mounting, balancing and taxes. I agreed. I then called Quirk to confirm I was taking the offer and asked them to order the tires and made an appointment for installation for Saturday, Feb 3 at 900 am. When I arrived at Quirk, I parked in front of the service door and went in to speak to the receptionist; who informed me that the tires were to be installed by their ********************** so I got in line there. When the vehicle was done, I went to the counter to pay and the attendant said "That will be $1,190.89.". I said no way, the offer was 50% off the cost of the tires. He said he knew nothing of it and excused himself to go speak to the Service Advisor. He came ***** and said "You'll have to pay the whole amount and get reimbursed by Michelin" I said that is ********, it was supposed to be 50% off the cost of the tires. I was sooooo embarrassed! The place was full of people and I was not expecting to pay the whole $1,190.89 and really didn't have the additional money, other than the $600 in cash I had brought with me. I called Michelin customer service when I got home and they said oh no, that's not how it's done. No s***

  Customer response

  02/16/2024

  I have not heard from the business in response to my complaint. I have been dealing with Michelin North America directly. A Quirk Service Manager named ***** ************* called on 2/06/24 and left a message for me to call him back, which I did, and left a message for him that I was calling him back and was very upset about what happened. I didn't hear back from him. I also spoke to Juda in the Quirk ************** but by that time I had started the process with Michelin North America (complaint # ********) by speaking to a supervisor there named *****.  On 2/09/24, ***** asked me to take pictures of the new tires and the car's registration and email them to her. I then received an email from ***************** on 2/12/24 asking for the account information where the money should be deposited. The refund was deposited on 2/15/2024. This whole process was so upsetting and did not need to occur. I will not be going back to Quirk for anything our vehicles may need, including oil changes and purchasing new or used vehicles in the future. *********************

• Initial Complaint

  09/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Did an online search for a vehicle around May 24, 2023. On May 25, 2023, received a phone call from *******************, regarding my application. At 3:11 PM, on May 25, 2023, I arried at dealership. I had my trade-in appraised, and during the application, became uneasy with possibly driving off with a 4x2 vehicle. While giving my social, I stopped before I could give Stu the entire number, and stated I want to take time to think about it. I left the dealership at 4:16 PM. While heading home, I received alerts my credit was being pulled. If memory serves correctly, I would have had to sign a document giving permission for the credit to be obtained. I have three email alerts my credit was pulled only after I left the dealership. According to my ****** timeline, the pulls occoured after I was no longer there. Another alarming fact is I used a different email address than which I was contacted at. I was contacted via the email addeess I used with this dealership in 2016. I contacted *** once I got home asking about the credit pulls, and I was told by Stu I "did not know a thing about how credit works", and that he "did not have time for my ****." Dealership had me owining vehicle purchased in 2016, but not my current vehicle. Due to this happening, I request all credit pulls conducted before and after May 25, 2023 by this entity to be removed from my credit files. I am also requesting any future contact to be conducted by postal mail only, and **********, I am requesting my files to be hereby destroyed. Thank you.

  Customer response

  09/21/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a car from quirk used cars in ********* Maine, the car was incorrectly inspected and sold without parts that are required for inspection. After 6 months of trying to get the car in, they finally got it in, still didnt replace some of the parts correctly that were needed for inspection, and also gave me my car back with the lug nuts so loose that one fell off while driving and the car was shaking violently and others were removed by hand. And they have expressed no concern about this. And a few other things they said were fixed, were clearly not replaced. I do not want it fixed by them, I want them to pay for it to be fixed somewhere else. Someone that will actually fix my car and ensure its safe to be on the road. As quirk has proven to not ensure safety for their customers. *** already tried talking to quirk and theyre not helping at all, Id like them to compensate the car to be fixed somewhere else, as I no longer trust quirk.

  Customer response

  08/27/2023

  I have not heard from the business in response to my complaint. They actually told me theyre not doing anything. And theyve told me that Im lying about what happened even though I was giving my car in even worse shape and my tires were never put back on. And I also had a friend that her tires fell off of her car from there too.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 13, 2023 I had my vehicle towed into Quirk Chrysler, Dodge, Jeep and RAM of Bangor for a transmission issue. I spoke with **** and told him that my car wasnt shifting out of park, and that I had to have my vehicle jumpstarted. Two days later **** left me a voice message saying he had an update for my 2014 dodge avenger. The update was that my vehicle was serviced and that the issue was resolved. **** stated the issue was the battery and corroded terminals and that it has all been replaced with new parts. Due to personal reasons, I wasnt able to pick up my vehicle right away. On April 18, 2023 I went into court Chrysler Dodge Jeep ram of Bangor to receive my vehicle. I met with **** and I paid $731.82 for the service of my vehicle. Which was also cheaper from the price I was originally told. After paying for my vehicle, **** went to retrieve my vehicle for in the back parking lot. A few moments later there was driving back up from the parking lot with a mobile jumpstarting cant connect it to my vehicle with the hood of my car still up. He told me that the battery mightve went there because the car was sitting for a while and I completely understand that because I didnt pick it up right away. After letting a vehicle sit with a jump the mobile jump pack I noticed that the battery wasnt charging and when he disconnected, my vehicle turned off. I let the jump pack sit on my car for a few more minutes because I was desperate to leave the lot with my vehicle. I then spoke with the auto maintenance manager, who told me also that my vehicle was fixed and that I could drive it off. Only to find out when I got into my vehicle my car was still not shifting out of park, which was the original issue that I brought my vehicle in for. I was then told by **** and his manager that it would be 500$ extra to figure out the issue. I was already charged $479 worth of labor to install a battery

• Initial Complaint

  02/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  In May, 2022, our vehicle lease came due. We discussed buying out the lease with Quirk. Sales associate ***** informed us that we have 2 options. 1. To avoid Doc Fees, you can go right through the lease company **************** OR 2. Buy out the vehicle right from us. ***** gave us the documents and buyout of the vehicle and we took that to our financial institution and received a vehicle loan for the purchase price. We then sent a check as directed from Quirk Auto, *****, to *************** That was recorded on my online account as of June 1st 2022. After a few weeks I noticed that the balance showed we had a credit balance. **** financial never assisted us with that. We were waiting for buyout paperwork and the title to register the vehicle. Our Financial institution never received it either. Our Financial institution even tried to contact the lease company, **** financial with no prevail. My Husband and I then, directed the issue with Quirk Auto, in July or August of 2022. All the while trying to play phone tag with *************** Calling multiple times a week trying to speak with the correct department. Quirk, was NO HELP in trying to correct the issue that they guided us on. Our obligations were met, we were buying out the vehicle and we went with the suggestion on behalf of Quirk Auto. Quirk just kept saying its up to **** Financial to refund the money we sent for the buyout.. Here we are, January 2023.. we FINALLY receive funds back from **** Financial only to find they decided to do a RETAKE on out vehicle. (not a repo).. All along, since May 2022, we had been paying out truck loan through our financial institution, only to not be able to register it. YET, Quirk NEVER offered to assist with this as their recommendation on the process. I will NEVER buy or lease from them again. We went in to finally process the purchase, and neither one of them want to speak with me. They all hid from their offices. Watched me walk in, and walked away as to not face me.

  Customer response

  02/18/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  12/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/03/22, 07/21/22 & I went to Quirk and told them that I was having Engine issues and they kept charging me for diagnositics and told me that they repaired my Jeep Liberty 2012 only for it to break down 1 week later after I paid thousands of dollars and had ro Have my car towed back to ******** after they said it was fixed and repaired. I have paid ******* to tow my car back home after they stated it was fixed and then charged me another ****** for a dignostic on the parts that was supposed to be covred by the warranty and fixed.

  Business response

  01/02/2023

  We received a consumer complaint from ***************************************************. She stated in her complaint that we did not repair her vehicle but charged her.
  
  
  We have reviewed our paper work and feel we did nothing misleading or fraudulent with our diagnosis and repairs. On 10/15/21 customers son arrived at dealership and stated his radiator hose needed to be replaced due to it leaking.Customer had his own parts and wanted no further diagnosis. We replaced hose with customer supplied part. After repair we returned vehicle in working order.
  
  On 7/21/22, 9 months later customers son arrived at dealership with a check engine light on. Customer states another garage tried to fix vehicle but was unable to. Customer stated that other garage had replaced the number 3 coil and said vehicle had a misfire on engine cylinder 2 now. Jeep has an onboard monitor system that stores misfire codes. When we put the vehicle on our diagnostic computer we found that the previous garage or customer had cleared all engine codes from the computer.  We let vehicle idle for 20 minutes due to the vehicle being low on gas. Technician retested system and found no codes related to misfire. During Multi-Point Safety Inspection Technician found coolant to be low and water pump leaking.  Technician also found timing cover leaking. We informed customer of what we found and customer gave us permission to replace water pump and reseal timing chain cover.After repairs we returned vehicle in working order.
  
  On 10/03/22, customers son returned to dealership stating check engine light was on and another garage stated the vehicle needed head gaskets replaced from overheating.  We inspected and diagnosed engine and found the head gasket to be blown due to the vehicle being driven while overheating. We informed customer engine would need to be torn down to be repaired. Customer paid for diagnosis and opted to not due the repair and had vehicle towed off our lot.
  
  Note: Vehicle is 11 years old and has over ****** miles on it. Our repairs and diagnosis here for 3 different separate issues.
  
  Thank You
  ***********************
  Service Director
  Quirk Jeep Ram Dodge
  

  Customer response

  01/04/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  I am not satisfied with the Buisness Response, Quirk is trying to appear that these issues are the first time that my son has brought the car in for repairs and this is not true, On 10/27/2020, my son ****** the car in for respirs to his suspension on the car and then on 10/15/15/21 The Radiator was leaking which made the car overheat and was suposed to be repaird, then on 10/15/21 the Car was misfiring and told that nothing was wrong. Then on 7/21/22 the Gasket was leaking and supposed to be repaired. I then had the car towed for another evaluation on 9/23/22 ***** Auto Reapir which was told that it needs another engine and tranmission because the over heating was not properly disagnosied. I then got on the phone and spoke with a ******* and explained evrything to her from the service department and was told that the car could not be brought into the shop until 10/3/ 22 because there was no room and we had to wait.

  Finally when the car was brought in I had to pay yet another ****** for a diagnostic repair after they had already knew what was wrong, Quirk had charged me for another diagnostic repair even though at the time of my repirs for the gasket work, I had a warranty on the car and the parts should have been covered by the warranty if they had blown. The parts were new on the car and if they had blown or other work needed to be done on the car, why charge me again, the parts were covered under waaranty already but I was charged yet again.

  Then I got in touch with the Maine Attorney General about this and told then what the warranty company had stated that Quirk never reached out to them about the parts blown and just let my warranty expire and not let my engine die by the over heating of the raditaor which made the engine over heat and die eventually.

  Then on December 12th 2022, Quirk, service department representatives ************ and ************** from the service department reached out to me via telephone ad asked me for a resoultion. I told them that I should get all my money back since they did more harm them good and my car had to be towed back to ******** after they were the reason my car engine had died. Thats when ***** explained to me that his mother in Law was diagnoised with cancer and she had been misdiagnoised also and he understood how I felt and because only my gaskets were repaired and the entire engine was not looked at when it started to over heat my engine was over looked and it over heated. Then ***** said if his mother ***** was diagnoised the correct was maybe she would not have died and compaired my car to his mother in law death and stated that they were sorry that my engine was over looked. ************** then asked me for a resoultion and I said I want all my money back and he stated that Quirk should get some of the money back since they did some work. I explained that it did more harm then good because I am now stuck with a broken car that had to be towed back to ******** and still not repaired.

  ***** then stated that I should hear back from him with a call in a few hours after he spoke with his boss and he agreed I should get my money back and I never heard anything back from Quirk ever again. I think this company is avoiding being at fault for misgignoising my car and they should admit it and pay for the repairs and the money I lost as a resultof them not handling my car the correct way.

  Even the warranty company stated that they would have paid and replaced the parts that blew in the car gaskets but Quirk nevr reached back out to them and this time laspe of my warranty expiring has to do with Quirk not taking the problem serious and this is wrong to admit it on the phone and then act like they fixed my car and it not their fault they should be ashamed of themselves.

  I do not know ************ or ************** and for ***** to compare the misdignoises of my car to his mother in law in whom I do not know nothing about his family either admitted to the company Quirk wrong doing and now the company responds that they are not at fault this is simply wrong.

  As a matter of fact Quirk kept billing me and did not show me one bill I had been paying the entire time until Novermber 18th 2022, *********************** from the accounting office sent me copies of the invoices. I kept asking over and over again to see the work that was being done on my Jeep and never received it even though they received the money for the repairs and finally after I got in touch with the Maine Attroney General is when I finallu received copies of all the work and bills I was cahrged for my car. That is also wrong. I never even knew what they were doing with the Jeep at all. I was paying for unsure work that was supposed to be performed on jeep 2012 Liberty, Shameful. 

  I have included documentation for your viewing. 

  ******************************************;

   

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Recently had a bad experience here. Had an ABS light come on my car recently. Brought it in for a diagnostic and was told it would need 2 new bearings to fix which would be $900. At this point I asked for the estimate and was planning to leave but the representative *********************** was very pushy that this happen today. I ended up agreeing, and waited the next few hours. The next day the light came back on. I called, they tell me to come back in. I get another ****, this one is for around $800. Apparently the other bearings are bad as well. I ask them why weren't all 4 bearings checked? How was this missed in the first diagnostic? I don't get a clear answer and basically just told that's how it is. Had I known the true estimate was going to be around $1700 total for the car I probably would have gone with another option, such as getting a new car all together. So now I'm left with a car that needs 2 new bearings, shaking in my car.I was later contacted by the rep ***** and i asked why all 4 bearings weren't checked?And added that if the first 2 were going due to age it would make sense that the back 2 were bad as well. He said "we don't go looking for trouble" basically telling me they chose not to complete a full diagnostic knowing that this was accurate. Which was later agreed upon by another representative to the company ***** who on record agreed that all 4 bearings should have been checked if the first 2 were going for age then a reasonable person would assume the other 2 were as well. I believe that this falls under deceptive trade practice and that they willfully chose not to complete a full diagnostic knowing I would be back the next day and have to pay for 2 more bearings as well to maximize the profit the could obtain from me.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 28th 2020 I took my 2006 Jeep Wrangler TJ to Quick Chrysler Dodge Jeep ******** in ******** for what I diagnosed as a cam shaft position sensor problem. The service department came to the same conclusion and I gave permission to replace the sensor. The **** was $306.16 which I paid before taking my vehicle home. I have the documentation available (DA). On January 29th I returned the vehicle for the same problem. They kept the vehicle for several days and on February 4th I paid $198.47 for having the crank sensor replaced, DA. Again I returned the vehicle with the same problem indicated on my code reader, cam shaft sensor. They kept the vehicle 1 1/2 to 2 weeks before I needed to drive to ****** (against recommendation) to pick up my RV and travel to Alaska. Every time I started the jeep I had to warm it for 5 to 10 minutes before I could erase the engine error code and drive. I got 10 to 14 MPG. Along the way I visited every Jeep facility I came across, telling them of the problem and informing them I had replaced the cam and crank shaft sensors. None could come up with a fix. COVID prevented our Alaska visit and we spent the summer in the West warming the Jeep and erasing the code every day I wanted to drive it. I drove home in October.On November 5th I returned the Jeep to H333530323831**353437H for an oil change and was advised I needed approximately $1300 worth of work done. I paid $45.31 and made an appointment for the work, DA. On October 10th I returned the Jeep to have the work done. I paid $1550.17, DA. In March 2021 we returned to ****** to again attempt a trip to Alaska, warming and erasing the code each time I wanted to drive the Jeep. In ****** I needed some oil leakage work done on the Jeep and I expressed surprise that some oil was from the cam shaft sensor and stated that it had been replaced in January of the previous year. Imagine my surprise when i was told that it had not been replaced. I paid $283.94 to have the cam shaft sensor replaced and old parts returned to me, DA. From this point on my Jeep has run perfectly and my gas mileage has risen to 18 to 23 MPG. COVID once again prevented our trip to Alaska so we returned home with the *** On August 5th 2021 I made a visit to *******************, Service Manager at H333530323831**353437H, and told him of my problem. I showed him the parts that had been replaced and he stated that he could not say that the cam sensor and not been replaced but that the other part replaced was the oil pump assembly. He later told me that both were sold as a set or together. He posited that the oil pump assembly was the problem. He agreed that I could change the working cam sensor with the one that had been replaced to see if it was the sensor or the oil pump assembly that was bad. The next morning I started the Jeep with the old (the one that had been replaced) sensor and when I started it, the code for cam sensor reappeared. I then put the new sensor back and all was right. When I advised ***** of this result he told me to give him back the bad sensor and he would return it to GM to see if he could get me some money back. I received a call from ******************* later stating that GMC needed the part returned in the original packaging (long gone) but since he could not do that he offered me $175 to $200 credit (not cash) at their shop. Since I no longer have confidence in H333530323831**353437H (I don&#**;t know if the last $1550+ work I paid for was necessary or even done) I am not interested in credit. I suggested a return of the $306.16 would be fair and he said he could not do that. I then told him I would take his offer under advisement.

  Business response

  10/21/2021

   

  **************** came to our dealership on in January2020 with his 2006 Jeep Wrangler with over ******* miles on it. It had a checkengine light on. We diagnosed the vehicle and found the cam sensorwas failing. We replaced the cam sensor. Customer picked up ******************** and drove tothe west coast. While there his check engine light returned and had an aftermarket shop replace cam sensor again. When customer returned to ********************** with over118,000 miles on his jeep he wanted a refund on the factory sensor that he saysfailed. We directed him to call Chrysler whos policy is to replace a faultypart with a new factory part at a Chrysler dealer. Due to the customerreplacing the part with an aftermarket part Chrysler would not cover it. Wetold the customer ********************** would help by giving him a credit towards his next service.Customer did not want a credit towards future service. We feel this is a customer/factoryissue not a **********************. At this time we still stand behind our offer. 

*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. ↩