ComplaintsforOakley Auto World

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sold a dangerous, non working vehicle and they didn&#**;t tell us this. It is rusted out underneath, it was purchased last year and it has been a while before we found out about this. Our mechanic said it was a car that was in a flood and we can&#**;t use it at all. There is damage in the frame and motor mounts. It looks great but it is very unsafe to drive. I would like to be refunded.

  

  Business response

  07/29/2024

  This is the first we have heard about this situation. The customer can call me at **************  Jack ******************************************** would be glad to trade them out of the vehicle or look at the issue in our shop.

   

  Thank you

  Jack Oakley

  Customer response

  08/03/2024

  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. I would like more information on the trade out offered by Jack ********************** at Oakley Auto world.  I have taken the ****** tundra into two repair shops  (62 East Auto Repair Shop and Elite Automotive Repair)in Mountain Home, ***  I also brought the tundra to Harolds Welding in Mountain Home in where we discovered the extent of the damage covered up on the frame and undercarriage.  His opinion was that the vehicle was unsafe and beyond repair. ****** said in good faith,he could not attempt to weld or repair the frame.  The paint that had been covering the rust damage started flaking off revealing the damage. He also showed me where the bolts to the engine mounts were rusted and would probably brake if removed.  Pictures were taken of the frame and a piece of sheet metal that was used for covering damage and had no structural purposes. Before hauling the tundra on a trailer to Oakley Auto world (58 miles away)I would like more information on the trade and have it inspected by a third party before trade. I consider depreciation value, but I also consider that we traded a vehicle and over $20,000 to you for a quality vehicle which your business claims to pride itself in.  My family and I were sold a unsafe and defective vehicle that put us and other drivers in danger. I would like you address this situation as soon as possible.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 20,2024 took my car to Oakley Auto World in ******* west to have both headlights replaced with new light bulbs. They scratched both sides of bumper, wrong placement on headlights, did not replace 4 retainer bolts. Liner in car put in wrong. They damaged my car. Ive ask for there insurance company which they will not give me. They admitted they caused damage and all I want is to take my car to collision shop of my choosing and they said they wont pay unless I take it to a collision shop they use that does favors for them. I refuse to go to their choice because I do not trust them after the damaged they caused to my vehicle. I am a senior and feel they are really trying to be deceptive and not letting me take my car to shop of my choice. Also payed ****** dollars for repairs to them and they will not refund that either! I have gotten 4 estimates and I have submitted them to Oakley Auto World.

  

  Business response

  07/13/2024

  ******************* did bring in her 2010 ***** Malibu with ******* miles. She requested we install headlights in her car. She actually provided the parts and we made an exception to help her out. Normally we do not install what we do not sell. At the time of completion we had in fact scratched her front bumper. We had her bring the car back to touch it up. We did in and she was not happy with that. At that point and time we offered her store credit for the future. She declined that. **** the service manager sent her to ******* Valley body shop here local to get an and estimate and get it fixed in which we would pay for it. We assumed she was got it scheduled so they could fix it. At a later date informed **** she was not going to do the work there as the business is for sale and they will be gone in a year and she wants a warranty on it. So she decided to go to 3 separate body shops to get estimates. When she provided us with those I didn't understand why she would not use ******* Valley but ok. I then told her to go to a body shop we do business with and we will fix it there and we will pay for it. She said she will not use anyone we do business with and does not trust us. I then told her that is fine and I requested her to go to the body shop I recommended get a quote and whatever amount that is I will pay her and she can take it to the place of her choice. She then wanted our insurance information so she could file a claim I expressed to her that I am not going to turn it into insurance and we will be paying for it directly. We made a mistake, we are trying to get it fixed. I am not sure why this is being made so difficult. We want to try and make her happy but she will not allow that. As far as reimbursement for the work we did that will all be fixed so I do not feel we need to do that.  We have over 2000 positive reviews on numerous platforms. We have been in business for 30 years we want to make her happy. We feel she is trying to take advantage of an unfortunate situation. 

  Customer response

  07/15/2024

  Complaint: 21983382
  
  I am rejecting this response because:
  
  I am rejecting this response because
  i forwarded pictures of what they call correcting damage. Also I sent 4 estimates which includes Pingegar Chevrolet which says headlights where installed incorrectly. This is a safety issue that Oakley Auto World caused. I have told Oakley Auto World from the beginning I would get estimates and they told me to bring them to them. Now there trying to back out of it and send me to a place of there choice. I will not agree which I have told them. They had student working on my car which I would never agree to. If I new I would of never of brought my car to them. 
  
  Sincerely,
  
  ***************************

  

  Business response

  07/16/2024

  I would like to request she bring the car by here so I can take a look at it personally. If not please forward clear pictures of the entire bumper. Not just the minor scratches we did.  It has been brought to my attention that there might be other damage to this bumper prior to us working on it. Our stance has not changed. We will fix it in the shop of our choice or give her the money that our shop has quotes.  We don't even know what that quote is because she will not cooperate. We are a dealer so we get discounts on parts, labor and do not pay sales tax. Once again I am unsure why she is wanting to take advantage of an unfortunate situation.  I will not be responding to this going forward. That is what we will do. We have had her family members calling and her insurance agent. This is taking up way too much time and we have offered to take care of it. Going forward if there are any bad reviews or negative feedback from the person making complaint we will rescind our offer to fix it. 

   

  Handler I would like to request some sort of feedback on this situation. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 Chevy Silverado with 35,000 miles on it. Prior to purchase I asked about what after market parts where on the truck. The sales person communicated with me through text that the only after market part was the lift on the truck. Since purchasing I have found that there are several after market parts that I was not informed of. The truck has had problems since the first week I drove it. I had it back at the shop at Oakley the first and second week. I chose to bring it to Seeburg the third week, they directed me to take it to the Pinegar dealership in Branson. Three days after I got it out of that shop, it broke down again. So I took it back to Oakley. 13 days after getting it back from them the back glass defroster melted the back glass and it broke. Now it is back at Pinegar in Branson. I spoke with the sales manager at Oakley to give them an opportunity to make this right and compensate me. They declined, and didn’t seem like they wanted to take accountability for the situation at all, complete lack of responsibility on their part. I’ve spent a lot of time and money trying to get the truck going and I haven’t even owned it for 3 months.

  

  Business response

  01/23/2024

  Mr. **** purchased his 2018 Chevrolet Silverado on 10/23/23 along with Service Contract.
  Mr. **** reached out a few weeks after the original purchase that there was a buzzing sound.  The truck was brought in and found traction light and buzz noise from the right front wheel bearing.  This was fixed and covered by his warranty.  Mr. **** did send a photo of that repair order in his statement. 
  It appears in the photos that Mr. **** took his vehicle to Seeburg approx. 3 weeks later.  Seeburg referred him to Pinegar Chevrolet, where he had the codes cleared, but did not fix the issues.
  Mr. **** then reached out to OAW wanting to trade the truck back in.  We offered and tried to find Mr. **** a vehicle that numbers would work.  We also asked him to leave the truck at our Service Department to figure out what was going on, which we did.  We brought him home that day and brought the truck back to him once it was completed so he would not miss any more work. 
  Mr. **** then called in approx. 1 month later, upset his truck had caught fire.  It had happened around the back window.  He was told he needed to have his insurance company help him fix the truck, it did not have anything to do with what was done by our service department. 
  He called back a few days later wanting to trade again.  He had not gotten the window fixed yet.  He was told once it was fixed, we would get the trade figured out.  The next day he wrote several bad reviews of Oakley Auto World on different sites.
  He called back a few weeks later to tell us that his insurance would not cover the fire issue.  He said they said the back window wiring was the issue.  He wanted to trade; we told him that when he got the vehicle fixed, we could talk about trading.
  He called again asking about compensation for the fire issue which he was told we were not responsible for.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 Silverado 1500 on 11/3/23. The whole body of the car is covered in salt damage in the under carriage. I'm a disabled veteran so I couldn't get on my hands and knees to check, so they blatantly lied to me.

  

  Business response

  11/06/2023

  As part of our sales process, we invite all guests to test drive a vehicle prior to purchase.  *** ******* his mother and the salesperson were all here together to look at the vehicle before his electing to purchase the vehicle.  The salesperson asked *** ****** to test drive, but *** ****** declined and said, "they all drive the same", so they looked at the truck together prior to signing all the paperwork.  This is why we want all of our guests to look at any aspect of the vehicle, so they don't feel like we are withholding information.  We do have a full-service facility on site that we would have gladly pulled the Silverado on a lift at his request.  At that time, we could have looked at anything underneath the vehicle.  The truck did go through our Service Department and passed Missouri Safety Inspection.  

  As we greatly appreciate *** ****** service to our country, he was never lied to or misled in any way.  We were hung up on and cussed prior to the sale and now we have been cussed after the sale.  We will always continue to do business with the utmost integrity for our community.  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a car from this dealer on August 1, 2022. They told me that the car had been inspected, passed inspections and was good to go. About a month after having it it had an episode of it not shifting smoothly. It seemed to correct itself and no warning came on. About three weeks later, it completely broke down on the side of the road, it wouldn't go faster than 20 miles an hour. I had it towed to a dealership (****) and they said that there was a recall on the transmission. I looked up the recall and the recall was issued in June of 2022 and it was for the transmission. It was a recall on the bushing. The dealership should have addressed this issue before the sale of the car and repaired it but they did it. They had told me that there was a recall but it didn't have anything to do with the mechanical working of the vehicle. I believe they knew about the specifics of the recall and sold it to me any way. They have repaired the bushing (no cost to me due to the recall); but there are other issues that now need to be fixed because the bushing wasn't.

  

  Business response

  09/29/2022

  
  
  In response to your inquiry to Oakley Auto World, ** ***** did purchase a **** ****** from our company in early August.   As part of the sales process, he was given time to test drive the vehicle and, upon electing to purchase it, was shown the CarFax, (which he signed) and was given the opportunity to purchase extended warranty coverage, which he declined. The CarFax that was obtained at the time Oakley acquired the vehicle does not disclose the recall notice.  A subsequent CarFax now discloses the open recall from ****, it also states that “remedy not available yet” with a number to call. Copies of the signed CarFax by *** ***** and the later secured CarFax are enclosed.
  
  Also enclosed is the written declination of the purchase of an extended warranty offered by the company.  Along with this document is the “AS IS” purchase document signed by *** ******
  
  In discussing this matter with *** *****, he acknowledged no problem with the vehicle for the first 30 days. We also note that *** ***** has indicated that this vehicle will be diagnosed by **** on 9-30.22 when ******’s transmission worker is available.  The complaint was filed on 9-27.22.   At this point there is no information as to what issues, if any, actually have been incurred that might not be related to or covered by the recall.   Until this diagnosis occurs, it is impossible to know if any other coverage of any type might be available to assist *** ******
  
  While Oakley works to sell the best possible vehicle for the best possible price, we are not possessed of the ability to predict the future and how a vehicle will perform 30 days after it leaves the lot.   We offer the protection of extended warranties for the unpredictable future and *** ***** declined this service.
  
  Sincerely:

  Oakley Auto World, Inc.

  Customer response

  09/29/2022

  Complaint: ********
  
  I am rejecting this response because: it is my understanding that the vehicle was supposed to be mechanically sound upon purchase. The notice of the recall was put out by **** June 9th 2022. The company neglected to research the vehicle and sold a vehicle with safety recall putting myself in danger and putting my property at risk. Before putting a car up for sale even with the "as is" label a company should investigate the safety of the vehical including current recalls, clearly this did not happen. Given the time of the recall being put out, and the time it takes to prepare the car for sale, the company had ample time to do proper research on the vehicle that they are selling and neglected to do so. Because of this they unknowingly lied to me about there only being one recall in order to subjugate a sale. Their negligence is not good practice and can cost people like myself thousands of dollars or in this case could have costed my life having it being a safety recall. Their poor practice of not looking for up to date information before putting cars on the lot could cost people their lives. I rejected the warranty on the promise of a mechanically sound vehicle which clearly is not the case. They not only lured me in with false promises that they could work within my price range which they swayed me out of putting financial strain on me but they knowingly put me in a vehicle that they did not have up to date information on putting my finances and my life at risk. Their business can not know the future and that isn't what im asking. But all of this could have been avoided had they had up to date information instead of pushing unsafe cars on to unsuspecting people. They don't need to know the future to have up to date safety information to inform customers. This has compromised my finances due to the car having to be in the shop waiting to get fixed we have had to come out of pocket to rent a vehicle just to maintain our daily lives such as work its already cost us 700 dollars and depending on the length of time it takes for the vehicle to get diagnosed and taken care of it could be in the thousands. I'm not asking for them to reimburse me for the rental car. I'm simply asking them to take responsibility for their negligence and to get me a mechanically sound vehicle that they promised they sold me. It is the responsibility of the company to have current information regarding safety so that buyers can be properly informed of their purchase. This company unknowingly lied, and cut corners to push an unsafe car on to me in order to make a sale. I'm asking this company take responsibility for and cover any and all cost that is incurred on the 2018 **** ****** as a result of their neglect. . 
  
  
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After taking my recently purchased truck into the mechanic shop several times with the same complaint, no action was taken to resolve any of the issues and I was sent away each time without anything fixed. Truck vibrates violently, u bolt broken, speed odometer is off, boggs down (fuel issue), headlights need replaced as there is tint on them and can't see at night. Was told they would take care of all issues. Nothing except the u bolt was replaced and they said the tires were balanced although truck still shakes horribly. I was driving home at night and couldn't see my turn coming up clearly due to headlights being dimmed down so much, missed part of the road and hit a phone pole causing almost 13k is damage to right front fender. I was told new headlights would be ordered to replace the ones I couldn't see out if. This was never done, along with any of the other issues being fixed. I am asking ******s Auto Wotld pay half of my deductible in the amount of $500.00 due to not ordering headlights as spoken of before, nor anything else being fixed as they said they would under the warranty provided by them. I have text messages to prove and validate all issues with truck and that they were aware of these issues. It is their responsibility to pay at least partial amount of my $1000 deductible as this wouldn't of happened if they would have done what they committed to.

  

  Business response

  06/27/2022

  All of this is news to ****** Auto World, Inc.  We were not aware and would like the opportunity to visit with ****** ******* in person on by phone.  We would gladly like to speak with her about his.  Please have her come in or call our Sales Manager ***** ******, ###-###-####.  Thank you.    

• Initial Complaint

  02/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This transaction was done on 11/16/2021. I bought a 2014 Chevy Camaro from them. When I financed with them they told me originally that they needed money down and I asked how much, this being after inquiring about a jeep they had built and them telling me I would need $10,000 down. Moving forward they wanted $5,000 down I told them I could not do that and they advised $3,000 was the lowest they could do, we did the deal and moved forward. I ended up with COVID shortly after and was out of work on short term disability for awhile. My first payment was due 12/19/2021 I had reached out to ******** to make sure and assure I would be okay and had 30 days to make my payment. On January 18th 2022 Oakley had a man show up at my house to repo the car because they had paid ******** off and said I defaulted on my loan. I called ******** and they did not know I didnt have the car, called Oakley and emailed in detail to get an answer with no answer from them what so ever. When called I asked if ***** ****** (The Business Manager) had gotten my email and his response was "did you get my letter" I was never informed of a default as it is law in Missouri to do so. There was never any calls made to me that it was a repo or a default and no where disclosed I only had 10 days to make the first payment. I also asked where my 3,000 went that ******** did not have and they told me I defaulted to that as well. At this point I am extremely frustrated, want my 3,000 back and this better not go on my credit report period due to no communication and being told totally different things or most of it not at all. I have detailed documents on laws, along with them not following them what so ever. I will never do business with Oakley again. Shady. Attaching all documentation of contract, *******, letters and dates received of documents etc

  

  Business response

  02/28/2022

  Oakley Auto World, Inc. was notified 1/14/22 through our ******** Financial Rep that ****** *****/******* ****** had not made their first payment.  This is also known as a first payment default, I will attach payment default repurchase demand from ******** Financial.  In our dealer agreement it states if payment is not made on time that we must repurchase the vehicle.  ******/*******'s first payment was due 12/19/2021, they had not contacted ******** to make any arrangements.   ******** contacted Oakley Auto World and requested their reimbursement as per their contract.  So unfortunately, Oakley Auto World had to repurchase the car.  This was not our doing.  The customer failed ot pay for the car therefor had to be repossessed.  Upon acquiring the car, it has multiple damages to it from when we sold it.  Originally the car had SS stripes on it.  (I will attach photos) $750, damage to passenger pillar $500, broken windshield $500, broken pass mirror $450, repossession fee $500, storage fee $500 (but this is unknow at this point since we still have the car).  The vehicle was sold with 52,164 miles on it, it now has 55,052 miles on it.  Difference of 2,888.

  We sent both ****** ***** and ******* ****** a certified letter allowing one of them to repurchase the Camaro by 2/4/2022.  We unfortunately had to payoff the ******** loan per their demand letter.  After the 10 days ****** had text stating that she needed a few more days to get the money.  We allowed that until 2/8/22 at 4pm per the text.  At that point and time, she stated she was contacting the BBB and a lawyer.  We then applied for a duplicate title.  We are planning on sending the Camaro to auction so if it brings more money at sale, she will be refunded the difference.  

  This is an unfortunate situation, but we have done nothing wrong, and we are disappointed that we are in the middle of it.  

  You can see how long we have been in business with good standing.  

  Customer response

  03/06/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  My first question is why was I not notified? My first payment was due on 12/19. I am fully understanding that the payment was not made on the same day. That is not one's fault but my own. But that is where legal kicks in, nowhere does it state or was provided to me that there was only a 10-day grace period after said date and not 30.  Also, the next incorrect statement you all have made, due to having COVID along with my daughter and son as well. I was out of work and did not get paid for over a month. I not only communicated that with ******** but also had my autopay set up with them as well prior to this happening. Moving to the next incorrect statement, when purchasing car, I asked if the car has been stripped due to paint damage underneath because the front was an aftermarket clip. I was reassured by my salesman ****** ***** that was not the case. He also knew my plans were to take the strips off due to the "ss" stripes being on a Camaro that was not an "ss". The paint was only missing on the front clip which I have documentation of while the process was happening. That is not $750 on my part, that was a lie on you all. Should have been fixed prior to selling to me in the first place. Interesting that now all of a sudden, the pillar is damaged, and windshield was broken? This is the first I am hearing of this. The windshield was NOT broken when it left here Also have documentation of that on my cameras when it left my house that it was not broken. Yes, the passenger mirror has been broken, A mirror from the top shelf in my garage had fallen and shattered it. But you were informed of that in the email you did not respond too. Along with I personally ordered the mirror for the car and have the replacement in my garage. It was $67 for the mirror. Now give or take I understand having it installed but that's another $300 unjustified. Then on to the repossession fee. You have down $500 for the repossession fee that should have never happened. The state of Missouri laws state notice is to be provided of repossession with right to cure before anything happens. You nor ******** provided ME with that. Nor could provide documentation of ever contacting me. I have uploaded the proof of that already. Correct the car had added miles since purchase. Until I came down with COVID I am a single Mom of two working full time and was helping with what I could through my grandpa's final days before passing. Cars do tend to add mileage when drove. You did not send the letter until after I contacted you all personally long after the car had left which again illegal to do. Per Missouri law you must provide me documentation prior. I sent a detailed email asking for justification and answers with zero response.  Sent a message 12/19 - No answer.  12/20 - Asking ****** to call me - No call - Followed up by asking to speak to Chris, response of "he will be back in the morning with dealership number was provided. Asked for ***** email that was provided in two different texts and two different emails provided. An email was sent 1-31 which was provided in previous documents uploaded. NO RESPONSE. 2-2 asked ****** to call - NO RESPONSE. 2-7 comes along frustrated I called, upon getting ***** I asked if he had received my email, to where ***** snapped back with, "Sure did, did you receive my letter it says everything you need to know." First of all, the customer service with him is horrendous and upmost embarrassing. The letter provided was not only sent after the car was picked up and should have been provided before, but it had zero information and the dates were incorrect and had one sentence. I followed up his last message 2-7 requesting yet again documentation on where my $3,000 down payment had gone after telling me on the phone it was just there's now. Along with documentation on how the repossession fee and storage fee was determined for the BBB and a lawyer, NO RESPONSE. 2-8 I told him I did NOT have an update. NO RESPONSE. 2-10 asking for an update from them, NO RESPONSE. 2-14 requested documentation AGAIN. NO RESPONSE. Everything I have said or mentioned has been documented and provided. I am disappointed you all are involved as well. At this point I want the car back with the financing reestablished. or my $3,000 back and this not to touch my credit over what you all have done. Period. 

  
  

  Sincerely,
  
  ****** *****

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