ComplaintsforWalser Automotive Group, LLC

• Initial Complaint

  02/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I purchased a new 2023 Audi Q8 on December 1st 2023. At time of purchase we were planning to just pay cash but ended up with a finance deal at suggestion of dealership . Part of this payment option included the registration being handled by the dealership. We mail you your tag, save you the trouble and all that good stuff. We reside in ******** and asked if that would be an issue and was told no. Around mid January I made my first call to them because I had yet to receive any kind of information on the purchase by mail. No payment information or tag. Was told not to worry takes 4/6 weeks and should be arriving soon. Called again closer to the end of January as the paper tag I was issued at time of purchase was getting close to expiring at the end of the month. Was told again that all paperwork had been sent to ******** and was in order, should be on the way. Here we are now February 14th, seven calls to them and currently driving with an expired paper tag. Was told at least three times that someone on their end would do some checking and get back to me after my call and have yet to have one person reach back out to me. I did go back and review initial sales contract and did find out who to contact to make a payment to from the paperwork. And did so one day short of it being reported and it hitting our credit. Had to make a trip to western union to wire the funds to finance company because it was almost 30 days past due . I even had to ****** the finance company as there was not even a contact number on the paperwork. I am ok with being partially accountable for not doing this sooner, but was told I should get a packet in the mail with payment book and information I needed. My most recent call was yesterday February 13th, were I yet again expressed my concerns about not having a current tag, and also notified them that in reviewing the sales paperwork that I noticed the address was incorrect and could be part of the issue. Still no return call.

  

  Business response

  02/15/2024

  Walser apologizes for the delay in registration.  Part of the delay was the result of the there being unpaid toll charges on the customer's trade-in vehicle which needed to be resolved before the plates could be transferred.  The customer should be receiving plates within the next 10 days. 
  
  As for the wrong address, Walser used the address for the business purchaser which was shown on the Secretary of States website, as the customer did not have a copy of their business license on hand during the purchase transaction.  Unfortunately, the address used turned out to belong to the attorneys office that registered the business.  
  

  Walser spoke with a representative at the lender and confirmed that since this transaction was financed as a business deal with a personal guaranty, it doesnt reflect on the customers credit report negatively if they missed a payment.  Further, the lag in payment was not enough in order for it to be deemed a "late payment," as it was still within the grace ****************************************** again apologizes for the delay and has worked diligently to resolve all issues so that the customer's vehicle can become fully registered in the very near future.

  Customer response

  02/16/2024

   I am rejecting this response because:
  
  The toll issue was absolutely our issue and something we were not aware of when the car was traded in. I did in fact receive my tag on February 15th. The hand written note that was enclosed with tag brought the toll issue to our attention.  All of this could have been avoided if one representative of Walser would have taken the time to address concerns when they were contacted numerous times. Its bad business to tell a customer someone will get back to you and never do so. The matter is closed. 

  

  Business response

  02/16/2024

  Walser again apologizes for the lack of communication.  

  Customer response

  02/19/2024

   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.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a 6 pack of oil changes for $300. During the first oil change the dealership dented my truck. Dealership fixed within a few weeks. 2nd oil change, the tech dented the truck again. Was told dealership would fix my truck again. I asked for a deal on a different vehicle, not a new truck and not free. Was told if I traded in my truck I would get the amount the dealership would sell the truck for ($25k). 8 months later, 3 new managers and 2 emails to Walser Corporate, my truck still had not been fixed. Current manager said he would only give me $20k if I traded it in without fixing it or $18k if the dealership fixed it as their cost was $2k to fix. I was given 3 different trucks to test drive. 1st truck had exhaust issues and was pulled from lot, next 2 had transmission issues and returned to the dealership. No other trucks available for what I was looking for. I asked for a refund for my 6 pack of oil changes as the dealership was not willing to compensate me for any of my troubles. I was told I would only get $50 back out of $300. I still have not received a refund for any amount. I would like a $300 refund for my oil changes and compensation for the many trips back and forth to the dealership trying to get someone to repair my vehicle.

  

  Business response

  01/29/2023

  We apologize that this customer had a poor experience with us.  In an effort to make this right, we are refunding the customer the full amount of his $300 purchase.

• Initial Complaint

  01/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about November 11, 2022 I purchased a 2011 Chevrolet Impala with ****** miles VIN ***************** from Walser ****** located at ******************************************* in **********. When I test drove the car there was a shake at highway speeds, which the salesman acknowledged and stated would be remedied prior to pickup if I purchased the vehicle. He informed me the car had gone through a 75 point inspection and everything on the car was looked at and was sound. Immediately after picking it up I had issues with the tires leaking air and a shake while driving, as well as oil spots on my garage floor. I called Walser and scheduled an appointment to have these items looked at. I dropped the car off on January 4th for my January 5th appointment. On Thursday January 6th I received a video from the technician working on my car in which he stated that the alignment was off causing the tires to wear unevenly and needed to be replaced, the car had a cracked rim, and an oil leak both at the rear main engine seal and the valve covers. I had also been assigned a contact that would keep me informed on the status of the car. I reached out to the contact JP several times between Friday the 6th and Tuesday the 10th with no response. Finally on Tuesday the 10th I sent an email to *******************, the *** He responded and stated he would look into it the next day. I received a call from JP on 1-17-23 stating that the rim hadn't arrived yet and that they couldn't move the car safely to their GM dealer to have the oil leak addressed. He also stated they would not be replacing the tires, which I told him was a safety issue. I informed them in writing that if they were not going to repair the car properly as it should have been prior to me picking it up I wanted to return the car to them for a refund. I received no response, and they still have the car in their possession.

  

  Business response

  01/20/2023

  Walser apologizes for the unsatisfactory experience ************ had with us.  The General Manager of Walser ****** has been working with ************ and actually resolved his repair issues just this week, prior to us seeing this note from the BBB.  We believe we have now satisfactorily resolved these issues.  Thank you.

  Customer response

  01/23/2023

   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.  The GM was very accommodating and respectful. I had a very easy time working with him and he was empathetic and responsive to my concerns. He very much salvaged what could have been a much different situation. Thank you ******* 

• Initial Complaint

  04/27/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When i orded my 2022 Porsche Macan back in December 2021 i was promised with certain lease numbers base on my Trade value Per our coversation via phone and email it was promised that the value will be no changes. And if so they would adjust what was promised when i made the order.My car just arrived in the dealership (Wasler Automotive group in *******, ******) and the trade ammout that was promised it is completely different Almost $7,000 more thas was agrred to me at the time i ordered my Macan.This is not my fault the took almost 5 month so the car would be ready.This is typical ***** misleading.This has been a nightmare buying experience for my new porsche On top of all the 2 hard inquiries on my credit report. Unbelievable!

  

  Business response

  05/11/2022

  Walser has received ******************** complaint and have investigated his concern.  Walser contacted **************** on May 9, 2022 and advised they would agree to the promised lease numbers and made the customer whole again, and also delivered the car with our complimentary delivery to his residence.  We thank **************** for his willingness to resolve this complaint and we thank you for allowing us to respond.

  Customer response

  05/12/2022

   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.

• Initial Complaint

  09/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It's my first time buying a ******* have had a pretty bad experience with ****** Walser *******. I purchased a vehicle on Monday 20th 2021 but They called me and told me to wait until they finish doing some work on it, I finally came im around 8 pm and I drove out at 9:pm. So I never did a test drive. The next day was fine, but on Wednesday They brake lights came on and I brought the car back to ******* and I spent the rest of my afternoon there as they had to fix the issue. As soon as they were done and I was driving out the same brake issues popped up and I went back again They finally fixed and I went Home. The next day on Thursday I just changed my mind because the car had issues to fix which I found out that they were very costly to fix I couldn't afford so I decided to take advantage of the 3day/300 mile return & Exchange program. I called the salesman and they told me to go in and turn in car.Unfortunately the person I got there ******************************** wasn't very cooperative.

  

  Business response

  10/03/2021

  We are in receipt of Mr. ******** concern and have investigated his claim.  Mr. ****** purchased a vehicle from Walser *****************.  Mr. ****** started having issues with the brake lights shortly after purchase.  Walser's service department was able to fix the brake light issue but Mr. ****** decided he wanted to return the vehicle because it had too many issues to fix which he could not afford.  He decided to take advantage of the 3day/300 mile return and exchange program.

   

  Walser would like to sincerely apologized to Mr. ****** for any inconvenience or delay this may have caused.  *****************************, general manager for **************, stopped funding on the car, stopped titling, restocked the car, and returned $1,500.00 to Mr. ******.

   

  We appreciate Mr. ******** willingness to resolve this matter with us.  Thank you for allowing us the opportunity to respond.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a used vehicle on 8/30/21. After test drive, asked about spongy brakes. Sales said that’s normal as brakes are new. Trusted that, purchased vehicle. On drive home, the vehicle wheel shook at speeds of 65-70 mph. Left salesman a voicemail the next day, 8/31, no response. Texted salesman 9/1 asking if received message, told me to call service about it. Wife was no longer comfortable with the vehicle after 48 hours of driving it, sent communication to manager and salesman that we wanted to return vehicle, and that we understood we would lose the tax/fees (re: Walser return policy). Dropped vehicle off on 9/2 to be repaired and speak to manager about return, sales said they couldn’t do anything that day due to used vehicle manager being out. Sales/manager not investigating concerns entire time, vehicle wasn’t inspected after 24 hours of being at dealership. Sales/tech refused any issue, I had to take tech on drive to confirm the issue. Corporate blaming - no accountability.

  

  Business response

  09/14/2021

  We are in receipt of Mr. John ****** concern and have investigated his claim.  Mr. **** bought a new vehicle from Walser and had concerns about the brakes.  Mr. **** dropped the vehicle for repairs and spoke to manager about return.

   

  Walser would like to sincerely apologize to Mr. **** for any inconvenience this may have caused him and his family.  On September 9, 2021, Walser took the vehicle back on trade and gave Mr. **** the full amount of what he paid for it.  Mr. **** chose a new vehicle to his liking and left the same day with his new vehicle.

   

  We appreciate Mr. ****** willingness to resolve this matter with us and we thank you for allowing us the opportunity to respond.

  Customer response

  09/15/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15834976, and find that this resolution is satisfactory to me.

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