ComplaintsforPriced Right Auto, Inc.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used explorer from them around March of 24, that they stated was in good condition. I paid roughly ****** for it with approximately ***** miles on it. Took it june 1st across country within vehicle specs and the valve cover gasket blew. I will have it in three times to get oil leaks fixed from blown gaskets and grommets this week. I have called, texted, and messaged them with no response from them.

  Business response

  09/05/2024

  We had already resolved this matter with the customer prior to receiving the complaint.  His vehicle is currently in our shop being repaired. 

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2015 ***** Pilot with originally ******* miles for $25,780 on 10/18/21 with a 90 day warranty from Priced Right Auto in *****, **. On 11/8/21 I brought the truck in to Priced Right Autos serviced department, I was informed then that the transmission slipped and was unrepair arable and needed to be replaced. this was just 20 days after purchasing the truck. the transmission was replaced with a rebuilt transmission bought from Petes Auto Part with an 12m 12,000 mi warranty on 11/8/21 with a transmission that had 133, 552mi. On 1/19/22 I contacted Priced Right Auto and explained to them that the truck was again having transmission issues and explained to the rep the issues the truck was giving me, that being said I dropped off the truck to their service Department, within the hour I was told by ****, that a technician took the vehicle out on a test drive and they were not able to recreate the issues. No extra steps were taken, no diagnostic was reported been done to check the quality of the transmission after myself the primary driver of the truck explained the issues ( strain on engine whenever I would go to accelerate, constant idle and jerking when I would go to speed up especially in residential areas with slowing down and accelerating, when going over 50mi the truck slowing down and not taking off) I was told if the issue persist to bring it back in.I attempted in September and spoke to ****, to bring the truck back in because I was still having trasmission issues, but was told no loaner vehicle was available and they couldn't give me a date when one would be. I asked to be notified when a loaner is available ( I am a single working mother with school age kids so need to know about transportation). I called again in October asking if a loaner vehicle was available so I can drop off my truck but was told again no loaners were available.I called again on 11/16/22 and informed Priced Right we are getting snow fall so in need of having truck serviced for the transmission, I spoke with ***** at Priced Right Auto service ***** She told me that a loaner was dropped off that morning and could bring it in that day. I dropped the truck off at 1230PM that same day and was called at 443PM, saying the tech was able to find the issue and it was in fact the transmission had again slipped along with a prolonged leak in the transmission cooler. But, was told my warranty expired 11/8/22, 8 days prior and would have to pay out of pocket the cost of a new transmission $2,450. My issue is me as a customer made three separate attempts in Jan Sept. and Oct. to have the issue looked at and fixed explaining it was a transmission issue and was told because the issues werent able to be duplicated at that time there wasnt an issue to address when in fact it was and could have been handled on 1/19/22, 10months before the warranty would have expired.

  Business response

  04/27/2023

  To whom it may concern,
  We did replace the transmission in the ***** Pilot *********;Robertson purchased at n cost to her while within her free 3 month powertrain warranty we offer.  We also diagnosed the vehicle for free on two separate occasions after the install and at that time the vehicle was not showing any indication of transmission related issues.  It was not slipping, winding, or giving any codes.  We also performed a drain and fill on her transmission fluid as a precaution to ensure the vehicle had proper and clean fluids running through the transmission.  All of this happened in January of 2022 and we did not receive a call back from **** until November stating she had a concern with her transmission.  We offered her a loaner vehicle free of charge while we looked into her concern.  Our technician quickly found that the transmission was smoking upon arrival and had been run completely out of fluid.  After looking a little further he found that her transmission oil cooler was damaged and leaking. The transmission cooler is a separate component from the transmission itself and is not a part that we have replaced or performed any repairs on in the past.  Due to the transmission cooler leak not being addressed it caused the transmission to run completely empty, ruining the transmission.  We do offer loaner vehicles as a free service to our customers, however, it is not something we are obligated to provide, and because they are free they typically are reserved for weeks in advance.  Although we weren't able to offer a loaner vehicle sooner we never denied her setting an appointment and would have gladly diagnosed the vehicle sooner had **** figured out other means of transportation. **** also went as far as calling our parts supplier (which is actually who provides the warranty on the transmission) they had informed her that even if she hadn't exceeded her time frame AND mileage in order for the transmission to be eligible for coverage, it wouldn't be covered because the failure was caused by lack of maintenance regarding the transmission cooler leak.  Hopefully this explanation is helpful and sufficient. Please let me know if you have any further questions.
  
  
  Thank you

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/6/2022 I was sold a vehicle by the Nautica location with undisclosed damage amounting in a very expensive repair procedure that is needed to make the vehicle as advertised the type of damage seemed structural mechanical and improper service caused by past owners and the dealer service itself that still is not right, a fraudulent documented inspection they stated was done by the dealers service department and was assured wearable parts that were at least 50% from needing replacement we're not replaced service or fixed which was assured by the owner and the sales and service departments repairs done by the dealer service department we're not repaired properly which caused more damage to the parts they had just replaced to the extent of what this vehicle is needing and what I am experiencing should have been inspected like they documend and serviced properly,at the very least disclose to a purchaser being the average person could definitely tell this vehicle has been in an some kind of accident whether it was reported to an insurance company or not federal and state laws requires a dealer to disclose to a purchaser if there had been frame or structure damage or damaged caused by an accident that is beyond normal repair, not only did the dealership provide me with a service report they did is not only fraudulent and inaccurate from what they told me but the practices used is one of the worst experiences I've ever had to deal with with a dealership or service department I feel I was given an unsafe vehicle for my wife and kids, the amount I paid was above retail being a highly reputable service and dealer but trusting them was one of the worst decisions I have ever made during the purchase I was sold a 3rd party warranty which they assured me covered the make and model certain parts of the drivetrain,the warranty company its self stated it does not warranty the make and model of the vehicle, I paid out of pocket for the warranty,start to finish I was scammed

  Business response

  07/12/2022

   I spoke with ***************************** when he returned from vacation May 27th. He also called in the state inspector before even talking to me and submitted these to complaints. Nothing was falsely documented as mentioned in the complaint and we bent over backwards to make things right,even after ***** miles of owning the vehicle. He also mentioned that he was going to write us a 5 star review and let BBB & the state inspector know that everything was taken care of. He assumed we were not going to take care of him, please let me know if there is anything else we need to do to clear this up. 

*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. ↩