ComplaintsforAuto Plaza St. Peters, LLC

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from this company and drove the car for a week but kept hearing a noise. I took the vehicle for an inspection and was told theres a bad strut on the car and it needs to be replaced. I tried to take it back to the business and they gave me the run around. I called to check up on the vehicle and couldnt get a straight answer.

  

  Business response

  04/30/2024

  The vehicle ********************** purchased went through a complete inspections at a ASEC mechanic shop. He brought the vehicle back on approximately April 15 with a bill for a "recommendation" of a repair on strut and talked to the sales manager, ****. We sent the vehicle back to the repair facility we use, Complete Automotive & Exhaust, and it was inspected and the part in question has passed inspection of the strut. We have no remedy for **********************. 

  Thank you, 

  **************;

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a 2017 Chrysler at this location. I have been pulled over several times because the plates to not match. I have found out there is a lien against the car under someone else name. The radio is also broken.

  

  Business response

  03/19/2024

  On Thursday March 14, 2024 Mr. ************************* came into our dealership and stated there was a issue with the title for the vehicle he purchased on September 8, 2023. 

  He stated that he registered his vehicle and received new plates for this vehicle but he keeps getting pulled over by police because they say it is not registered to him. He apparently investigated the problem and found that his registration was in a error status by the *** due to a Lien on his title hasn't been released by SANTANDER CONSUMER USA INC.

  STEPS WE TOOK TO CLEAR THIS UP:

  1st. We did a record lookup with the ******** of *********** attached) and seen it is in the customers name with the customers lienholder ******************** but NO title issued because it's in PENDING REJECT STATUS at the state level. After reviewing this information we called MO*** in ************** to find out why in pending reject status and they informed us that the title still shows ***************** as 1st lienholder. That a Lien Release from ********* needed to be sent in to clear reject for Mr. ************* & **************.

  2nd. We called the auction where this vehicle was purchased by Carter Auto Plaza St Peters and explained the issue and that we needed this Lien Release ASAP for our customer. The auction stated it did not have a lien on this vehicle as it shows on the face of the title. (copy attached) AS SHOWN ON THE ***** WE RECIEVED AT TIME OF PURCHASE it clearly states the following: NO SECURED INTEREST ON RECORD and this is why we, Carter Auto Plaza St Peters had no reason to think any additional paperwork was needed. 

  3rd. We requested the auction supply this lien release or a affidavit stating no lien for said vehicle to clear up the Missouri *** Reject status for this customer. 

  4th. As of today, March 19th we have been calling & emailing the auction daily & waiting for this lien release from the auction at this time and when receive it we will send directly to the ****** in ************** to get this reject cleared for our customer. And also send a copy to ****************** & ************** for their records. 

  Unfortunately we have no control over this, we are not allowed to contact previous owner on title purchased from auctions & Santander Consumer will not discuss anything with us only the auction. But we are doing everything in our power to get this issue resolved as quickly as possible.

  ****************** never said anything about his radio on March 14th when he visited our dealership.

  A few months after his purchase he did call and speak to sales manager but due to the lapse time his warranty that came with the vehicle was no longer in effect and the vehicle service contract warranty he purchased did not cover the radio. We will not be covering expense or repairing the radio due to the time frame of our policy.

  Sincerely,

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

  Carter Auto Plaza St Peters

  Direct line: ************

   

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I am making a complaint because the guy **** that was fired from this job sold me a car that had already had problems and he knew the lady who traded the car in or whatever so I purchased this car last year in February I call and told him I was having issues with car and stuff so never could get the car registered which cause me to get pulled over for none registration but that’s where me and my kids was sleeping in the car because we are homeless so they still wanted me to make payments on the car instead of checking and fixing this use car that they was asking 29000 for ok so I called and went up there prying to the time **** was still there so end up taking the car to lu fugz still problems was occurring brought a expensive better to put on the car because we thinking that was causing the problems I went to auto zone had them to check to see what was wrong the worker explains the timer was jumping we still talking about this car so the manager tells me u been had the car for 6 months so remind me if I only had it for 6 months the car never went no where far as home dropping the kids off it still wouldn’t cause this much problems on the timing belt so I was like you are not going to do anything he said no I said ok that’s fine but I had lost my aunt after purchasing this car that sat had to get a rental to go her funeral have the receipts dealing with this company and exter has been a nightmare and I don’t recommend no one to shop there they put u in the worst cars and don’t want to take responsibility for none of there option

  

  Business response

  08/10/2023

  ***** ***** purchased the vehicle on 3/9/22.  She references a sales person named **** but we do not have record of that employee.  The records attached show it was *** *****.  We are sorry she has had issues with a used vehicle but we knew of no preexisting conditions.  Also attached are the passing state inspections and a copy of her extended service plan she choice to purchase.  Maybe the extended service plan could assist her.  We wish her nothing but the best.

   

  Sincerely,

  ****

   

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold a car that had a bad engine. In less than 60 days I found out the engine in the car I bought was bad. It was a 2011 Chevy equinox. The Carfax they showed me showed that it had regular maintenance. It also showed that it had a newly oil change. Around 50 days after I purchased it, it was acting funny and I took it to a shop. They said that the engine was shot that there were shards of metal in the oil pan. There is oil in it the whole time I had it. The warranty I have will not cover the entire engine. The owner of the dealership said that they would take the car back but I first have to get the car running. So I first have to pay for this to get fixed and then I can take it back. I will never do business with them again. They don’t call you back. They act like they tell you some thing when they never did. Very poor business services. At first they were acting like they would help pay for everything and now they will give nothing. Plus the warranty that I bought for this car is rolled in with my loan, so I am paying interest on it monthly. And this warranty will no longer cover the engine that will be put into my car. So I will essentially be paying interest on a warranty for my engine. That will not even cover the engine. I am very upset. I want the dealer to give me my full money back and take this problem of a car and deal with it themselves.

  

  Business response

  03/29/2023

  We are sorry the customer is having problems.  They have two warranties that should cover the engine.  The first one we provided for free as we do with most vehicles and the second one they purchased for a longer period.  My understanding is that the vehicle has been to one shop and they have been told there is at least one warranty to provide coverage and that that one shops estimate is $6000 and the one warranty company supposedly will cover $5000.  Either a couple more estimates need to be looked into for a lesser price to fix, or the shop needs to contact either warranty company and settle on a reasonable amount.  Why not use the longer warranty to see about covering the engine fix asking if the coverage is extended to their repair.  It is common for shops to have to work with warranty companies to come to a fair dollar amount for the fix.  No warranty company is going to fix any repair for just whatever a shop makes up or demands.  It has to fall into national guidelines for labor and parts.  

  Customer response

  03/31/2023

  Complaint: ********
  I am rejecting this response because:
  It is costing $1,000 for the shop to take pictures of the engine failure. I don’t even know if this will be covered under warranty. I have called other shops for estimates and they charge minimum of $2,000 just for the labor. This engine was bad upon me purchasing the vehicle. This was not damage I caused. Now, I have to pay with my time and money for their error in their initial purchase of the vehicle. They sold the car with the bad engine. Even though I have a warranty, I am still going to be paying thousands out of my pocket. When I purchased the vehicle, I should have been notified the engine was bad. They need to take responsibility.
  Sincerely,
  ******* *********

  

  Business response

  04/05/2023

  Again we are sorry you are having trouble but you have two warranties.  Check with your shop.  Any tear down money spent is usually not charged if the repair ends up being something covered by a warranty.  The warranty companies will not hand over money until the problem has been identified and that the problem is covered.  Simply stating that you have a bad engine is not enough.  You have to prove it.  

• Initial Complaint

  10/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent all documents to get refund on car warranty and gap insurance in July of 2022 . I never received. I called over 20 times to be told many many excuses and told it was being processed. Today after calling again told they needed me to sign another paper that had fraudulent information on it - I crossed out items and signed it. I want my money! I called CNA warranty and was told the dealer can refund my $ NOW and that they did not need the form signed PRIOR to me getting the refund .

  

  Business response

  10/28/2022

  I will not let me respond 

  Customer response

  11/07/2022

  Complaint: ********
  
  I am rejecting this response because:

  The information provided is false and the dates are incorrect. The information provided is not fact based and has been altered. The information provided has slanderous accusations against me.
  Sincerely,
  
  *** *********

  

  Business response

  11/10/2022

  We stand by our previous statements and the documents submitted with all dates and correspondence. Furthermore, the warranty refund has been received by us and forwarded to the lienholder, as customer never provided the lien release from the lender. There is nothing further we can do or help this customer with. Our portion of this cancellation process has concluded. 

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2022 I started the process of purchasing a vehicle from this company, I was finally given loan approval in April, by May the vehicle started having issues and had to be taken to the shop for diagnostic test, It has been found that this vehicle has a blown head gasket. This company is refusing to cover these repairs, they say I have to file them under the extended warranty which will still cost me a lot of out of pocket money.

  

  Business response

  06/17/2022

  Dispute Resolution Department,

  I am responding to your complaint number ********, regarding ****** ****** and the purchase of a 2014 Chevy Cruze, on March 11, 2022. We did have to re-contract on April 15, 2022, due to an issue with the finance company regarding her pay stub information she submitted. I do apologize, we did not see a previous letter, but thought we had signed up with you to receive any correspondence by email also. In the future, we wish to be notified by email as well as a letter in the mail, regarding any matters that would need our immediate attention. Please email **** ******, the owner, at *****************************. We provide a 3 Month, 3,000 Mile Warranty with most cars. The vehicle has been driven beyond those limits. Mrs. ****** ****** also purchased an Extended Warranty, which is supposed to be an added protection in the event that future repairs are needed. We sold Mrs. ****** ****** her vehicle on March 11, 2022, with 73,449 and is now at 82,414, which was stated by ******* at *** *** ******* the repair facility she chose to take it to. Also, that mileage driven is excessive compared to industry standards, almost 9000 miles in such a short period. This car was definitely rolling a lot and could have overheated causing the blown head gasket. We really have no control over each person's handling of their vehicle after the sale. Or repairs to such. Upon speaking directly with the owner of The Car Doctor, Corey, he will not release any paperwork to us, about the repairs, without Mrs. ****** ****** consent. He did state that the extended warranty company needed a firm diagnosis in order to accept and pay for the repairs, and he stated he would need to dismantle first. If it is not a covered repair, then the customer would have to pay. Mrs. ****** ****** has to authorize the repair facility to start the work and this has not been done as of June 16, 2022. We have no idea of the cost, as the repair facility stated that they need to dismantle first and The Car Doctor could not and would not provide any information to us as we have stated.

  It is our contention that the repairs are the responsibility of the customer and any items that are not covered by warranty, are also the customers responsibility.

  Sincerely,

  **** ******, Owner, Auto Plaza St. Peters

  **** *****, General Manager, Auto Plaza St. Peters PCMP/clp

  Customer response

  06/17/2022

  Complaint: ********
  
  I am rejecting this response because: I feel like it shouldn’t matter how many miles you put on a vehicle I understand they gave me a three month 3000 miles but at the same time I’ve been keeping maintenance on this vehicle and there should not be no issues with this car so they knew what was wrong with his car before I even purchased it March 16 and I also feel like this dealership is very unprofessional because even when I asked them can I get something else or trade this car in and they telling me I had to come with $5000 more on top of what I already paid towards the car which was $2500 down towards it so they asking for extra more money to put on top of me doing this trade-in and that’s ridiculous Now I I knew I was gonna have these issues with this dealership then I should’ve kept my money and took my business somewhere else because I also read other customers comments about this dealership and a very unprofessional 
  
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  04/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a vehicle from them that included a 30 day warranty. Two days after bringing vehicle home it failed to start. Called and spoke with GM Mike. He wanted vehicle towed back to St Peters. I live hour and half away, said if he wanted to pay the tow bill then send a tow truck to get it. Suggested having it towed closer to Chevy dealership in perryville. He agreed and said have it towed there and he’d pay tow bill and repair bill. He paid repair bill but has still not paid tow bill even after repeated calls. Said there was an email mix up, not true a picture of tow bill was sent to him. After saying I would file a complaint with BBB he said he’d get check out. Still hasn’t so I’m filing complaint. He’s had ample time to pay this bill. Also the inspection was expired and I had to also pay for a new inspection to get vehicle licensed. On top of all this I also had to replace ambient temp sensor and trunk switch within the 30 day warranty period but with all the trouble with tow bill I knew he wouldn’t pay that either. Tow bill was $75, inspection was $12, temp sensor was $9 and trunk switch was $40.

  

  Business response

  05/04/2022

  Dispute Resolution Department I am responding to your complaint number ********, regarding *** ***** and the purchase of a 2012 Chevy Cruze, on February 26, 2022. I do apologize, we did not see a previous letter, but thought we had signed up with you to receive any correspondence by email also. In the future, we wish to be notified by email as well as a letter in the mail, regarding any matters that would need our immediate attention. Please email Paul Carter, the owner, at *****************************. It is our contention that we had resolved this matter by paying a repair bill to ****** ****** ***., in Perryville, MO, a shop provided by the customer and near his residence. The amount of this bill was $594.00 and a copy is attached. The type of repair that was done, is NOT covered in the warranty but we paid in good faith, not required. We rely on a company, local to us, to do all of our mechanic work, and normally it is required that the customer brings it to our shop. Since Mr. ***** came so far to purchase the vehicle, we agreed to allow him to tow it locally, at his expense, thus saving him a large tow charge to our mechanic. Also, while putting our faith into a mechanic shop we have no experience with. The inspections provided to him at the time of sale, were dated for January 14, 2022 and good for 60-90 days, copies are attached. I’m not exactly sure why he obtained another. We do not owe for something that was already provided. Ambient lights, temp sensors and trunk switches are not covered under our warranty that we provide or any other purchased warranties, nor is it our responsibility to pay for such items after the sale. Mr. ***** is the owner and the responsible party to all future repairs to his vehicle. We are completely sorry that Mr. ***** feels we still owe him more and the misunderstanding or miscommunication that prompted his complaint. We do feel like we have taken care of this large repair bill, as stated, IN GOOD FAITH, and feel these allegations are unwarranted, and hope you remove the complaint from our file. Sincerely, **** ******, Owner, Auto Plaza St. Peters **** ****** ******* ******** **** ***** *** ******

  Customer response

  05/09/2022

  Complaint: ********
  
  I am rejecting this response because:
  Paul Carter owner of Autoplaza acts as though he has first hand knowledge of this interaction between me and GM **** *****. Any and all phone conversations or texts were between me and Mr. *****. Who on more than ONE occasion stated they would pay the total towing bill, including the initial phone call. Autoplaza speaks of dealing in good faith, what about me who drove 90 miles in good faith to purchase a reliable vehicle. Then we received a 90 day warranty which we thought in good faith that they would stand behind. Apparently in Autoplaza’s world you’re on your own once you leave their lot, because less than 24 hours after driving car home it doesn’t start or do anything. Yet Mr. ***** downplayed it as something simple or try the second set of keys which we didn’t get, and wanted to argue. Autoplaza keeps invoking the 90 day warranty not covering this repair even though the problem occurred the very next day after purchase. Apparently I should have known better than to put my faith in a dealership that I had no experience with. As far as the ambient light, trunk switch and temp sensor which would not allow the A/C to work all this would have been caught by a reputable dealership upon inspection after their purchase. In addition a reputable dealership would have paid the towing without question. 
  
  
  Sincerely,
  
  *** *****

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