Complaints

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from them in May 2023 and by July 2023 the engine was super hot all the time. I took it to a local mechanic and was told it needed a new Fan condenser because the one that was in it was damaged and the cooling fan was not running properly. Bought a new one and replaced the bad one, then by the end of August 2023 my check engine light came on and it stopped accelerating. Took it to the dealership in town as it can not go above 3rd gear and i live an hour from *** Arbor. The dealership ran a diagnostic test on it and was told that the number 4 cylinder has no compression and it will need a new engine. It costs over 9k to fix it. I called the Next Mile of *** Arbor ( where i purchased the car from) and no one answered. I found out they moved locations and cant help me. I was told i could bring the car into another LaFontaine dealership ( at least 30 mins way) and have them run a diagnostic test on the car to see if they could lower the cost of the repair.. Even though they know it has no compression in one cylinder. This car is trash and they are trying to cover it up, The 172 point inspection should have found the fan condenser if it was actually done, I also found duck tape under the right bumper that the sells manager never told me about. I will be retaining a lawyer for this matter as LaFontaine has no plans on fixing this.

  Business response

  10/20/2023

  The customer had multiple opportunities to work with Lafontaine and Next Mile to create a resolution. Next Mile offered extended care products at the time of sale that were all declined. The customer was made aware that she was purchasing a pre-owned As-is unit and she would be leaving with no protection.
  
  Once the issue arised the customer brought the vehicle to a different dealership to diagnose the issue instead of reaching out to us to produce a resolution. After she was made aware that she would be coming out of pocket for the repairs the customer reached out to the dealership, which the phone number was invalid as we moved to a new location in ****************.
  
  The customer took some time to research us and find the correct phone number and reached out after 2+ months of owning the vehicle and asked what could be done. The salesman asked if she purchased any extended care products which she relayed that she did not. She was transferred to the manager who asked if she could bring the vehicle out to a Lafontaine dealership as the quote she received seemed quite high, we offered to pick up her vehicle for the service.. She declined to accept any assistance and was aware that she did not move forward with any service contracts, and we would be unable to assist.
  
  Thanks!

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  The response is not accurate as i was told that this vehicle had no issues and did find actual duck tape under the front number of the car. It was taken to a dealership that was closer to my location as it would be unsafe to drive the vehicle over 45 mins to the *** Arbor location, which isn't even their location anymore.  The salesman ***** did NOT offer to pick up my vehicle at any point in the conversation and when the main location of *** Arbor called I told ******** this, she was understanding about why I couldn't drive the car out to their location or a different location in *******. Due to the fact that it has zero compression in the number 4 cylinder. I have reached out multiple times and left messages and text messages. No response. The communication with this business are non existent. 
  
  Regards,
  
  *************************

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3/22/23 paid $5000 down on a car . Was shown paper work (receipt) only. Was told by ******************* " I could Not have it". Paperwork would be mailed."Total amount was $26, X** minus $5000 down.Loan amount is $21,***.Received contract only.Loan amount jumped to $23, X** On 5/1/23 Went to Lafontaine to get Receipt. BrentCram he would" call me when I could come in and pick them up.On 5/11/23 I called ***** he said it was sent.Note: only Contact was sent. Not receipt. I have no copy's of much important paperwork.Lafontaine is definitely not willing to submit them.

  Business response

  06/09/2023

  I have sent 2 emails with the documents to the customer and he has received them. 

  Customer response

  06/12/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***********************

*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. ↩