ComplaintsforLee Auto Malls

• Initial Complaint

  08/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Repair to 2017 ****** Rouge on 5/31/24.Asked hourly fee when making appointment and how long it would take.Told it would take about 1 hour if parts in stock and quoted $156/hr.Arrived, reviewed problem again asked how long it would take to complete and again told it would take about 1 hour if parts in stock. Told them I would be in waiting room.Received a price quote via phone (I was sitting 40 feet away)Agreed to pricing via phone then checked with the office to make sure I didn't misunderstand and the repair would be today. Employee indicated parts in stock and it would be about an hour when I asked how long.Reviewed bill when I got home to find I had a $780.00 labor charge for 1 hours work.Called and told the flat fee because inexperienced techs could take up to 5 hours to complete and "I wouldn't want to ding an experienced tech for finishing quickly, would I?" Asked to have someone else call me, no call.Called again and spoke with sales manager who refused to give me the CEO's email for a complaint and assured me he would "send it on up".Wrote complaint letter to *************************** responding to a generic email asking how my service went.Again, no response.Resent email, again no response.Received an email advertisement and again made complaint, no response.Would like to have adjustment made to hourly rate as it is not my responsibility to make sure they have trained, competent technicians.

  

  Business response

  08/16/2024

  Good day,
  
  ************************* did indeed come into *** ***************** for a diagnostic and possible repair.
  The customer was advised there would be an hour of diagnostics that would need to be done which she approved. Once the diagnostic was completed ****** was then given an estimate for the repairs with the estimate reflecting the initial diagnostic and 2 hours for a blower motor and 2 hours for the blower resistor (a 10 step process).  In total 5 hours of labor at ******. That is the standard time. We advised it would an hour to isolate the concern, and after approval it would be done before the end of day. 
  
  We sent the estimate directly to the customer and the work was approved at the rates listed above. In the estimate the customer can see the labor hours and pricing of everything. She then opened the link and approved the repair. We can provide documentation to this effect if necessary.
  
  As the matter was discussed and given to ****** prior to being done and she did approve the work at the rates listed above there will be no change to the cost, and no refund issued.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2024 **C SLT with a Diesel engine.I paid roughly $70,000 out the door and have a **C loan for 62,000.On June 28, 2024 my engine started running terrible took it to the dealer ******* **C and ********* Maine after four days. I was notified on July 1 that my engine was no good., found metal flakes in the oil. I still do not have my truck back. Theyre waiting for an engine that sounds like a couple more weeks..I called *** auto mall in Auburn Maine to discuss my options. I spoke to the salesman and the ** of *** gmc and both basically said the engines that theyre gonna put into it is still under warranty. I asked for a buyback thinking that **C would stand behind their vehicle and buy it from at full price. The ** said basically call 800 number and complain which I did but they said sorry **C will not buy it back.Replacing the engine has dropped the value of my truck by a lot. Its not a new truck anymore. I bought it with 300 miles on it and it now has 3500 miles on it.In a nutshell, I would like *** to buy back my truck at full price. It is no longer a new truck. Its a new truck with a new engine. Not sure what I have to do from here but Im extremely disappointed with my new **C that I waited 20 years to buy and now its damage goods, and quite invasive to replace a motor these days my trade-in value will be extremely poor next year .I am 62 years old 25 year VA veteran 80% VA disable which means nothing to **C. Call General manager *** gmc auto mall Auburn Maine that ******************* ********** Not sure why ** wont stand behind thae. vehicle. No person would want to buy a brand new vehicle nine weeks have the engine blow and have the company turn the back on you when you ask him to buy it back. I get that theyre gonna put a new one in under warranty, but its not the same anymore so many pieces parts of the vehicle has to be removed with only 3500 miles. So sad. Ive made all the phone calls. No ones called me..Thank you *********************

  

  Business response

  07/22/2024

  We spoke with **************** on July 19, 2024 and had a detailed conversation. We informed him we will not be buying the vehicle back, but understood his frustration. We have also informed him we have again reached out to our GM representative to help expedite the arrival of his parts so ******** may repair his vehicle and get him back on the road. **************** is welcome to continue reach out if additional information is needed.

  Customer response

  07/22/2024

  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. 

  I do not agree with Lee Auto Malls response.
  
   
  
  My truck still not drivable.  When I do get my truck back with new engine the resell value  is now is much lower because of the evasive work to be done.
  
   
  
  My truck is no longer new and still setting at a repair facility.
  
   
  
  I have attached a couple of pictures of my truck that is setting at the *** repair shop.  I stopped at the repair shop to retrieve something from my truck on 0900 July 18, noticed my old dirty oil filter full of oil and now my interior smells like dirty oil.  Second picture, note parts and pieces of my truck in the back bed. Parts and oil filter being stowed in my truck for 17 days at 90 to 100 degrees temp.  I ask the service manager to remove the stuff out my truck at 0915 July 18 and he said he would get right on it. I stop by on 19 July at 1115 Am, parts and pieces still in my truck and after asking the second time oil and parts were removed.
  
   
  
  My opinion is Buy back, or replace with new truck. My next step if need be, I get a lawyer involved.
  
   
  
  I have never been treated like this from any business in my life.
  
   
  
  Thanks you
  
  ********************* 

  

  Business response

  07/29/2024

  We have remained in communication with **************** regarding the issue with his vehicle and have informed him that we will not be buying the vehicle back as the issue is with the manufacturer and not us. His vehicle is currently at a different GMC dealership and we continue to try and work with him and the manufacturer to get his vehicle repaired and made whole and have advised on the steps he will need to take with the manufacturer to possible have them buy the vehicle back or swap it out for a new one of equivalent value. 
  
  At this point there is nothing further we can do to get him a replacement vehicle as that is not our decision. 
  
  We will continue to work with him to get his vehicle repaired and back to him as soon as we possibly can. 

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  One we purchased a 2017 jeep wrangler with ****** miles on the vehicle at the time of purchase we had the jeep for about maybe a week and it started to experience the erratic shifting. It would not stay in drive it would kick out and go to neutral we had called the Dealership to make them aware, they told us to bring it in so they could check it so we did then they proceeded to tell us well there is nothing wrong with the vehicle because the so-called check engine light was not displaying or throwing codes so they told us to continue driving the unsafe vehicle until the check engine light came on so my wife and I did so now eight months down the road it was getting worse and not better so again we called the dealership they said come on in and we will check it out so we did so the tech at the time that was working on the Jeep did in fact, actually experienced what we were going through with the shifting with the vehicle also he said that he thought it might be a stuck valve that intermediate it was just by chance that it was happening that day, but regardless, they did catch the issue, but the issue is that they did not, and would not fix the issue at that time we again had to wait till some kind of light illuminated from the check engine light because they had to prove to our extended warranty company that the transmission was bad but again this was a covered maintenance under the warranty that the Dealership gives you and not the extended warranty company. So we had to wait to see what they wanted to do. in the meantime, we went down to ************* to get a sticker, and they failed it exhaust leak, oil leak, upper and lower ball joints oversize tires extended past defenders We did not change anything on the Jeep. Still not stickered and have not heard back from *** so we are driving an unstick vehicle because of their actions.

  

  Business response

  03/01/2024

  While we confirm much of what ********************* states in her complaint it completely leaves out what we have done to remediate the situation. ********************* and ***************** purchased the 2017 Wrangler on February 17, 2023 with ****** miles.  On September 13, 2023 they brought the vehicle into service for an oil change, tire rotation and two complaints one about loss of power and the other for suspension noise. At the time we were unable to duplicate either concern. They brought the back on Dec 20, 2023 at ****** miles with a bit clearer description of the problem more directly linking it to a shifting concern. Our tech was able to potentially confirm an issue but not to the standard needed for transmission replacement under their extended warranty as the problem was slight and did not necessarily indicate a transmission failure.  On January 5th, 2024 with ****** miles vehicle had another appointment for a *********** Inspection. At this visit the inspecting tech flagged the vehicle as not passing inspection as the tires on the vehicle protruded slightly passed the wheel *****. He also flagged it as needing ball joints , an oil leak and a hole in the exhaust. An appointment was scheduled for the remaining work and to adjudicate the inspection issue there is a fair amount of personal judgement in the state inspection rules. On the 18TH of January and ****** miles we confirmed the vehicle did not pass for inspection. We also rechecked the transmission determining a valve body was stuck and needed to be replaced. We offered to either replace the fender flares at our cost or offer a credit towards tires and wheels. ********************* asked replace the fender flares which have been ordered. We repaired the transmission, ball joints and repaired an oil leak from the oil cooler. We then sent the vehicle to an exhaust specialist for repair of the muffler. The fender flares are still on order and will be replaced once they are available. All of this work has been done either at our cost or under the extended warranty purchased at the time of sale. We have also provided alternative transportation at our cost.
  

  Customer response

  03/01/2024

  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.]
  
  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,

  *******

  This is the way we bought the jeep. The jeep was stickered and ready for sale in the issues with the transmission have been going on since the day we bought the vehicle we have reported it numerous times and furthermore yes they did replace the upper and lower ball joints, and all the necessary work that needed to be done. It should have been done before we bought the jeep the jeep was sold to us Exactly the way it appeared. It should have not been stickered. And I could not mention what they did do because there wasnt enough spot to write in what they did replace and the jeep is still not fixed. The transmission is not shifting out of third gear, and the transmission has a burning smell coming from it. I did check the transmission fluid and when doing so you could smell the burning And as far as judgment calls are concerned on personal preference for state inspection stickers they shouldnt sell a jeep already sticker and then turn around and fill it and the oil leak was due to their error when they changed the oil it was not leaking until they did the oil change  And the extended warranty it should have never been claimed under the extended warranty because it was an ongoing issue. Since the day we bought the vehicle we even brought it into ****** as well when we had the water pump replaced at lease cost because that was covered under the warranty  so by them telling us that we Only said something about the transmission later on his fault and we never said anything about the shocks we didnt know what it was but nevertheless the Jeep is still not fixed. It is still having severe shifting issues and the burning smell as well. I called **** and talked with **** as well he did tell me the fenders were not in yet, but this has been an ongoing issue since we bought the Jeep. The extended warranty shouldve never been claimed on the jeep because this was a prior incident where it shouldve been covered underneath the Dealership warranty cause I do believe the warranty freezes until its fixed because its a known issue thats what the attorney general office told me I just want to get this resolved. I want it to be fixed so we can be done with *** once, and for all we will not do business with this company again, after this situation is solved,The price that I paid for this jeep is just about buying a new vehicle its not like I bought a $6000 or $10,000 car $30,000 for a vehicle to be messed up is ridiculous. We were better off just keeping the **** escape and that was a mistake to buy as well, thats another vehicle that they sold us that had way too many issues as well so this is the second vehicle that we have bought from them that has had severe issues like I said we just want the problem fixed and resolved  I think this is why when the extended warranty company did get a hold of me and wanted to know more information and I simply told him it was an ongoing issue iand the lack of communication between the service department is unbelievablebecause if that is the only communication they have, then that is inaccurate we set up numerous appointments for the jeep to be looked at for the transmission but like they kept told us keep keep driving it into the engine light comes on because theres nothing we can do without it throwing a code and bring it in if it is acting up and we will drive it around town to see what youre talking about. All it is is a runaround that they give us to stall and we dont live right next to Auburn so we cant just pull in at any time thats convenient, this is the only vehicle that we have for transportation all these things that were wrong with the vehicle shouldve been fixed prior to buying it. I am going to say it again that we bought this jeep just how it is never once did we go off Roading with this jeep never once did this Jeep leave any pavement? The only place this Jeep has been is back-and-forth to work that is it. We were afraid to drive it any further than needed to be. I have said all Im gonna say thank you

   

  

  Business response

  03/08/2024

  Good day, 

  We have been in consistent communication with **** regarding his vehicle and its issues. We actually spoke with him earlier this week and advised him of the status of the flares for the Jeep coming in next week. We will be working on the vehicle when they arrive. We are hopeful his upcoming visits will resolve the existing issue. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2013 **** Escape from Lee Auto Malls in Auburn through the special credit program in August of 2022. I purchased the car with a 2 year warranty. Since purchasing the car, it has broken down pretty much every 2 weeks or once a month. I have had to be towed numerous times. I have had the following items replaced since purchasing the car: turbos, transmission, rotors, calipers, spark plugs replaced with helicoils, and Im sure there is more I have forgotten. Bottom line is, the car is not reliable and clearly there is either an issue with the car (lemon) or the dealership is failing to properly inspect and repair the car. So many times weve brought the car into the shop with concerns and theyve brushed it off. This time it broke down in the middle of the road because they couldnt find the issue the 2 times we brought it in. One of the previous times, we brought it in because it was running funny and they brushed it off, so we brought it to another shop who confirmed the engine was misfiring and there were some serious issues. I have asked many many times to come to an agreement where they can either pay off my loan so I can get something that I can actually drive or just take this car back and give me something of equal value. They have not been understanding or willing to come to any sort of agreement with me. The manager we were dealing with now ignores when we call his office and if he does pickup, he hangs up when we say who is calling him. We went into *** to chat with him and he sent somebody to be the messenger back and forth because he didnt want to talk face to face. The situation is crooked and so wrong. The fact that nobody can face us besides through e-mail really shows that they know theyre doing wrong and cant face us. We are a young family with a 2 year old and 9 month old, who work our butts off to pay for this vehicle that we barely get to even drive.

  

  Business response

  01/03/2024

  We have been in communication with *************************** and her husband throughout her issues with her vehicle. Just yesterday our management team updated her husband on what the current status was. We disagree with her statements that we have hung up on her and refuse to discuss her concerns face to face. We have done so multiple times with either her or her husband.

  As for her latest issue, when the car arrived on the tow truck it started up and drove in the shop. While in the shop doing some preliminary checking it started running rough and tripped a trouble code for a fuel pump module. We reached out to **** and they could not get us in for several weeks to confirm but did claim it was a common problem.  We ordered the part and installed it and the light is now out and the vehicle is running properly. We road tested it multiple times 3 of which were done by our Service Manager.  We feel the vehicle is now back to normal operation and the concern has been resolved. We are returning the vehicle to the customer. 

  Customer response

  01/03/2024

  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. 

  My car may be fixed for now, but going by the pattern of the past itll likely only be temporary. If *** is going to stand by a vehicle that breaks down once a month or more, I think that should be shared with the public so that those who dont want to buy a faulty vehicle can avoid doing so. Its one thing to sell the car and realize its a lemon and take it back, its another to realize it and still fail to recognize it or remedy the situation. This car should have been taken back a long time ago. Perhaps when the transmission went within 6 months of ownership.
  

  
  

  

  Business response

  01/05/2024

  While we understand the frustration with the ongoing issues with the vehicle, we will not be taking the car back. We will continue to honor our obligations and service the vehicle in the future if necessary. 

• Initial Complaint

  11/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the car on 11/4/2023 And I looked at it and never noticed the hood so I brought it home in the next morning. I got up in the hood looked a little funny. I went over to look at the hood and seen that it only had spray paint. It did not have no clear coat and it was totally a different color Gray. So I brought it back that next day and told them that there was a couple problems. There was the hood that didn't have no clear coat and there was a little spot down by the driver's side passenger door that was coming off They said there was really nothing that they could do for it. Because they took a $1000 off. So I could get the car. And I said to them that it was going to cause problems later on down the rode with rust. So one of the associates told me to go to a garage to see how much it was going to cost to get the hood in the spot on Down by the door frame on the driver's passenger side. So I went to a body shop collision center on eastern avenue and they gave me an estimate of six hundred dollars for the hood and two hundred and fifty for the little spot on the Driver Side door so then I went back to *** Autos and told them what the collision center said. They said that they wanted me to go to Auburn to the *** collision center. So I went there yesterday on 11/15/2023 And *** collision Looked at the car and gave *** auto's a estimate on the hood. I called *** *********** and they said that they could pay for half but what I would have to do is pay the whole bill and then they would write me out attack. I think that it should have been done right for the price that I paid for the car. I did not buy a car that Was as is.I have a loan out with a bank. And *** auto's said it was just a cosmetic thing and that they did not have to fix it

  

  Business response

  11/17/2023

  ******** purchased a 2019 ****** Corolla from LeeCars in ******* on November 4, 2023. Prior to purchasing the vehicle, the hood being a different color was discussed with her and we discounted the vehicle an additional $1000 based on this discussion. She accepted this and purchased the vehicle. 
  
  
  

  Customer response

  11/17/2023

  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. 

  *** AUTO MALL said they talked to me about the hood and took off a ********. They didn't tell me about the hood and they said they where trying to get me in the car and trying to work with the bank to see what they could do for me.  They said let me work some nummber around and see what we can do. All they said was about the carfax that the car was in a accident and it was just in the front and it was fixed. I didn't really notice the hood till the next day. I brought it back that day. I showed them the hood and they said they don't know what they could really do for me. So the Salesman that I was working with said bring to a paint Garage and I did they said it was going to be about ****** so I went back and they said to bring it to *** collision center. I went to *** collision and they looked at it and give me a copy of the estimate and sent *** auto mall one to. Then *** auto mall called me and said I have to pay for the hole hood and they would cut me a check for half. I never said no. I don't think it is right for me to pay for the hood because it should have been done right. I have notified the bank that I have a loan with. The price I have payed for the car the hood should be the same. The real problem is there is no clear Coat the hood. 
  

  
  

  

  Business response

  11/20/2023

  Good day. 

   

  We understand *** has rejected our response, but are unclear as to why. The submitted attachments are estimates of the repair work but, unfortunately, ********* did not provide anything else indicating her reason for the rejection. 

  

  Business response

  12/06/2023

  Unfortunately, ********* has provided no new or additional details to her original complaint. We have previously responded that we are willing to pay for half, like we have advised her personally. We are standing by that offer. 

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from *** auto in ******* it was not the car I had originally picked out. The car hasnt ran right since Ive had it and had a leak which put mold and mildew all through the car. The refuse to trade me out of the car they keep trying to fix the problem. Tomorrow will be my 15th time taking the car in to be serviced. Each time I get it back the problem is not only not fixed but its worse or theres a new problem to fix. *** spoke with every manager from augusta to auburn and Ive attempted to contact *************** several times. I have about 10 I responded messages into him now. He knows whats going on he keeps trying to avoid me so he doesnt have to help do the right thing. I dont even know what to do at this point. They sold me a broken car on and wont follow through with their word and what their company is about to make this right/ my uncle has reached out to them. We write reviews.

  

  Business response

  09/28/2023

  Since the last complaint ******************************* submitted to you our management team has reached out to her on numerous occasions. For a very long time she did not return our attempts at communication. Recently she reached out to us to advise of water in her vehicle again. We scheduled for her to come in to our body shop and have a third party who specializes in leaks look at the current situation as well as our prior work. We advised we would be covering the costs of this upcoming evaluation and any resulting work required. The third party found a leak and it was repaired at no cost to Ambrosia. 

  As far as refusing to trade her out of the vehicle in question.That is untrue. We did attempt to do just that and were unable to based on her current situation. 

  We will continue to work with Ambrosia if new issues arise. 

  Customer response

  10/03/2023

  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. 

  My car has broke down in the car wash. So frustrating. I had to cancel my trip to see my family in *** and go to a wedding because of my car. I still have a water leak. I still have an oil leak. The exhaust is still loud. It doesnt want to go uphill. It doesnt have enough power. Its like every time I get into the car something else breaks. Went to get gas and the latch for the gas stopped working. I know thats minor but its everything. My kid doesnt even want to drive in the car. I have not had this car a year and since the first week of me having it I noticed so many problems that have been brought to Lee auto malls attention. 
  I had phone issues with cell service for 3 weeks at the beginning of the summer which I called and told them. I said to email me or text me and I would get those. I just want them to make things right. They sold me a broken car for a lot of money. I just need a reliable car to get me to work and my kid to school. Please help me???? this is not right. How can they do this?  

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new car and then got a call not long after purchasing it that it needed engine work. I feel like this should have been disclosed to me at sale. I never would have purchased it knowing this major issue.

  

  Business response

  07/14/2023

  We have been working with *********** to try and resolve her issue. She is correct that her vehicle did have some recall issues that we informed her of once we knew of them. She has brought her vehicle in for that work to be done and she is currently working with our Sales Manager to see if there is a different vehicle we can swap her into. 

  At this time we have not come to a full resolution but are in contact with *********** and are working with her. 

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a ****** Leaf I was told by the service department that I need a new battery pack **** he even showed me and told me that the battery's were swelled up but the I heard them talking about my car and the had mechanic said that he did not even finds tasting it yet now they have Changed the numbers that they hang on the mirror three times that I have noticed and **** keep on telling me that he don't know what is wrong with it and he is the one who order the parts if a car need them and now he keep telling me that the part is not in and they have had it for over 6 month and it will be a year and 4 months be for they get it if they can get it then, i I think that they own me an written papalizes singed by **** and the owner or big boss and fix it for free and not charge me for storing it there and give me back the 12 thousand dollars that me and my son already paid them.

  

  Business response

  05/23/2023

  Good day, Our apologies for the delayed response. 

  ******************** came in and we inspected his vehicle and determined he needed a new battery. We contained ****** they informed ** it was on backorder and that we wanted to be put on the list the customer would need to put money down. 

  On April 11, 2023, we called ****** about the battery again and were told the same as before. The part is on a huge backorder with no estimation on when it would be arriving. They gave us a loose time frame of four to eight months. We informed of ******************** of this. 

  Unfortunately this is out of our control. We would very much like to assist ******************** and replace his battery for him, but due to the backorder we are unable to do so until they supply us with the necessary part. 

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *9-27-21 purchased 2017 Jeep Renegade Latitude. Mileage at time of sale was ****** miles.*10-14-21 Vehicle had a rough idle and would barely run. Towed to Porters Garage in Greenville. Got the vehicle back October 29th.*12-23-21 the Vehicle would not start. Porters Garage came and tried boosting it. Was towed to ******* for the second time. Mileage was ****** at that time.*1-6-2022 Third tow. The vehicle was towed to Porters Garage. They tried and could not figure out what was soaking the spark plugs with gasoline. Vehicle was then towed to Hartleys in Newport. ******** replaced the *** Sensor and the vehicle was ready January 11, 2022.*2-26-22 Fifth tow to ********. Vehicle would not start. ******** said *** Sensor was faulty and replaced again. Was without vehicle for over a week.*9-22-22 Sixth tow to ********. Same issues. Wont start. Estimated date for ******** to take it in September 30th. ****** miles. ******** had vehicle for a week. From Hartleys: Vehicle would not start. Stored code in the system B1000-47 for the **** found update for the issue for the **** If code returns after the update the vehicle will need a new **** I also requested an oil change as vehicle stated it was due. Yearly inspection was due as well. I received a phone call that they were unable to perform the inspection. From Hartleys: All four rotors are glazed from possibly sitting, the rear sway links have play. Recommended replacement (item is on backorder).*9-29-22 Vehicle picked up at ********* *9-30-2022 Vehicle would not start and was towed to *********. They can't find out what is causing this and can't put in a work order without codes. I have the letter from *********. This vehicle won't pass inspection and won't run while paying $446.07 per month for another five years. *** Auto Mall refuses to take the vehicle back to trade for another even though they have 16 dealerships and the resources to take care of it. I am an essential healthcare worker.

  

  Business response

  10/04/2022

  This customer did buy a 2017 Jeep Renegade from ***************. At the time of purchase the vehicle had ****** for mileage and came with our Limited Warranty that last for 3 Months or ***** miles whichever comes first and has a Zero Deductible. During the transaction, the customer was offered an opportunity to purchased a longer lasting *************** contract and a Total Loss Protection Package, also known as Gap. The customer only elected to purchase the Gap Policy.

  
  The original issue as you can see in the list below, showing repair order dates, issues, shop, comments and cost to Credit Now for the bills, started with the customer having a running rough at idle, and she took the vehicle to a local shop in her home town. After a couple of attempts and over a month or so, this local shop couldnt repair the issue, and it was decided to send it to a Jeep Dealership. We arranged to have it towed to ******** in ******* *****, which is just over one hour away from the customers home. This dealers technicians found the problem to be a Map Sensor which they replaced and that fixed the issue.
  
  11/15/2021 running rough at idle Porters in Greenville replaced spark plug boot $47.10
  
  12/23/2021 difficulty starting porters in Greenville 4 spark plugs, new battery, towed in for no start $329.75
  
  1/5/2022 no start Porters in Greenville shop tried to determine no start issue, couldnt, towed to ********* a new Jeep dealership $75.00
  
  1/17/2022 no start, porters couldnt repair ********* Newport concern: Vehicle will turn over but will not start. Cause: fuel is getting to the rail when key is on. Removed the coils and plugs and found cy #2 ignition coil is broken and all spark plugs are fouled. Cylinders are flooded.  Correction, Replaced the plugs and coil, replaced map sensor and cleared codes and vehicle is now running as it should. $1,018.89
  
  
  Then on or about 3/8/2022, the customer had a no start issue, Once the vehicle was towed back to Hartleys, it was determined that the recently installed Map sensor had failed. So, the Jeep dealership paid the entire bill and resolved this issue for the customer at no charge. It was at this time (See email attached) that we replied to the customer and offered to try to trade (which I did not recommend and you can see that in the attached email) or Credit now would purchase for her a 5 year / 60,000-mile power train service contract. The customer thanked us and agreed that trading didnt seem like the thing to do, and accepted our offer to get her the service contract at no cost to her.
  
  That was the last we heard from the customer for over 6 months. Then on 9/27/2022 (Tuesday) she had another no start situation. We again called and arranged for the unit to be towed to Hartleys. The shop was booked out but promised us that they would try to work it in. They were able to and learned that the Body control Module (BCM) was the issue, and **** said that a Re-flash might resolve the issue and they should do that first, and if that didnt resolve the problem a new BCM was needed. The re-flashed seemed to fix the vehicle, the dealer attempted to started it multiple times and every time it started as it should. The customer was told and she picked it back up on 9/29/2022.  The following morning 9/30/22 Friday, the customer claims the vehicle would not start. ******** made arrangement to tow the unit back, and received in mid-afternoon, and upon taking it off the tow truck, the vehicle started and ran as it should. They attempted many restarts and all were normal. This dealership also made several more attempts on Saturday and each time it started and ran as it should.

  
  *********** inspections and regular maintenance items after a year of ownership is the responsibility of the owner of the vehicle.
  

  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident and dropped my vehicle off at this location for repairs on March 22, 2022. At the time of dropping off my vehicle, the shop told me it would be about 2-3 weeks for repairs. They then realized I needed a new frame and said they needed another week or two because it turned into an 80 hour job. I waited the total 4 weeks and called them for an update. They said another 2 weeks. I called again in 2 weeks for another update, they again said 2-3 more weeks. This went on for several more weeks and I was paying for rentals out of pocket because my insurance only covered a 30 day rental. On June 3, 2022 I called again for an update and was told 2 more weeks. I waited the 2 weeks, called again around mid June, they said another 2 more weeks but that they now had 2 techs working only on my vehicle because it had been so long. I called again on June 30th and they said another 3 weeks should be plenty of time and they gave me a free rental on this day. I went to the shop to get the rental on June 30th and there were many, many vehicles in the shop including mine and no one was working on any of them. I only saw one tech in the whole shop (I went in the actual shop and saw my vehicle torn apart). I waited 13 days and called again for an update on July 13th and was told its going to be at least another 2-3 weeks. My vehicle has been in this shop for over 16 weeks for what they originally told me was an 80 hour job and no one can explain why its taking so long or why I cant get a truthful time frame of when Im getting my vehicle back.

  

  Business response

  07/19/2022

  We do apologize to *********************** for the length of time it is taking to repair her vehicle. Unfortunately, the damage initially seen by her insurance company was not the full extent of what needed to be repaired. Once we discovered what the issue was we updated her on the time frame and advised that depending on what we find when we get in to replace the frame, it may be longer. Sadly, it was, due to the extensive damage the vehicle had suffered. This plus the extraordinary delays in obtaining the necessary parts to complete the repair have increased the time line again and again.
  We did place her in a loaner vehicle once her rental ran out. We will continue to keep *********************** informed of our progress and expected timeline, but at this point any timeline we provided is an estimate subject to change as we are still waiting on certain parts to be delivered.

*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. ↩