ComplaintsforMore Autos

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from More Auto on March 11. 2024. I was told the vehicle we were looking at was the "Best bang for our buck". I was assured the vehicle had been fully inspected and was safe and good to go. The vehicle started having power steering issues so I had it put in the shop at First Class Auto in ******* IL to find out it also was sold to me with no back brakes and would need front brakes sooner than later. I found out the power steering pump which was on the van did not even belong to our van and they hard parts on there welded together and rigged together that did not belong together or even on there. They hold a bolt and nut rigged up instead of the right parts that shredded the power steering pump which damaged it on top of it being the wrong one. I was promised and assured a safe vehicle that had been inspected to have my kids in. We was lied too and given a dangerous vehicle that our kids were in and never knew. If it was fully inspected as he promised me it was they would have known all this, and NEVER put it on their lot for someone to think was safe to drive.

  

  Business response

  07/08/2024

  Hello, 

  We spoke with ******* about the power steering pump and the brake issue. We did not put the power steering pump on or pay anyone to put the power steering pump on. When the van was delivered to us the power steering pump was already affixed. We spoke with the mechanic at 1st class and let him know the power steering pump was not put on by us or anyone hired by us and it was not leaking at the time of the sale so therefore we didn't know there was an issue. He agreed with us stating, "if it's not broke you don't fix it." We also paid $727 to 1st class autos for the repairs. 

  We have spoken with the mechanic that looked over this vehicle and let him know that he missed the brakes being worn, there are brakes on the Van all the way around but the brakes on the rear were thin and needed to be replaced. 

  We were notified the Van is having a transmission issue. We let them know they have a warranty and this sounds like it would be a covered repair but they would need to get it to a shop to get a diagnosis. Once the claim is submitted the warranty company pays $35/day for a rental car. We called the mechanic shops located in ********** and the shops here are at least 2 weeks out to get the van in and diagnosed. 

  We received a phone call from *******s significant other and he let us know that we needed to come get the Van and get it into a shop and give them a car to drive while the repairs are performed. We let him know we have been calling shops in town and they are two weeks out and asked them if they knew of anyone in ******* that could get this process started any quicker. At this point in time he began to yell and call me a racial slur using the * word. I let him know that we would not be communicating with him any further and that language would not be tolerated and terminated the call. 

  To review: 

  1. The brake and power steering issue had been resolved previously. We all agreed on a payment amount and we fulfilled our end of that agreement. As a reminder this is an 'As Is Vehicle' and ******* signed the paperwork understanding this.

  2. This customer has a warranty and the van needs to be diagnosed to begin the warranty process. We offered to assist with the warranty process and paperwork but we cannot force a shop to look at this van any quicker than any of their other customers. 

  3. ********************** does not have a contract with *******. *******'s auto loan is with Credit Acceptance. 

  Customer response

  07/08/2024

  Complaint: 21938257
  
  I am rejecting this response because:
  
  The vehicle was still sold on More Autos lot. As I previously said before if the vehicle was fully inspected they would have seen what was wrong with it and fixed those issues before putting it on their lot. That is DA*GEROUS! Like I also said before my kids were in that van like that not even knowing. When it was in the shop at First Class Auto he even said it was ridiculous and we should not deal with that he didn't say "if its not broke you don't fix it" to us. The mechanic at First Class Auto was under the van for maybe a minute or so and seen that it was rigged up. So if the mechanic at More Autos inspected why did he not see that? Yes they did pay on part of the shop costs but that was after me calling and mentioning it multiple times about how they needed too because it wasn't any fault to us. ***************** only offered to pay $200. He also said that the owner of First Class Auto should have lied to Credit Acceptance about what caused the issue of the power steering pump to start with so it would be covered under warranty. That itself shows that they have no problem with lieing to "fix" their issues. MY KIDS WERE I* THAT VA* have some remorse for your actions of what your shop/lot  didn't do. 

  My husband also didn't actually say the * word either exactly on the phone if you heard correctly and yes he was upset that we have had issues with a vehicle that was supposed to be good and safe.

   

   

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

  

  Business response

  07/08/2024

  Hello, 

  I have a receipt from 1st class auto showing that we paid $727 dollars towards the power steering pump and brake job as well as a cashed check. We do not have onsite mechanics at More Autos, we do not perform inspections here and we outsource all the mechanic work and inspections to shops around town. The brakes and power steering issue has been handled. You and I agreed to an amount for us to pay 1st class auto and we paid it and now you are bringing it up again breaking your part of the agreement.

  Our offer still stands to assist you will the paperwork for the warranty claim on the transmission and we can try to get you an appointment at a shop in **********. Your husband is to have no further contact with us because of his actions and words. 

  We understand your frustration and that is why we paid $727 after the sale, and why we are still offering to help even after the hateful words spoken to us by your husband. We have no legal responsibility to do anything because we have a signed acknowledgement which states you are buying this car 'As Is' and we are still offering to help. 

  Best

   

  Customer response

  07/08/2024

  Complaint: 21938257
  
  I am rejecting this response because:

  I didn't break any agreement. I didn't say "If you pay this money to the Auto shop I won't bring up what happen" it needs to be known. I also paid out of pocket over $700 towards that van too for parts that needed to be fixed.  Now transmission issues?? That van shouldn't of been on that lot once again like I said. You got rid of it "as is" and it's c*** If we had known that vehicles were sold from there that were not in good condition and no honesty we would NEVER even considered the place.  I was also told I would get a email with proof that the van was fully inspected that I'm still yet to receive. I want to return the vehicle and end my contract that's it. Im not settling for anything else after being told it would be reliable and safe and surely has been totally tye opposite. 

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2012 **** Focus that cost $14,000. It had issues right from the start. He said the warranty covered everything under the hood. My step-dad test drove the car, and he told the dealer all the issues the car had. The dealer said he would take care of those problems. He worked with us on the down payment, since I was only 18 years old. When we needed a new transmission, it took six weeks before we could get the car into the shop. He told us if we wanted to get the car fixed sooner, we would have to pay for the costs. It is not our responsibility to pay it; it is under warranty. Once he got the full down payment, he stopped communicating with our family.

  

  Business response

  04/03/2024

  As this buyer indicated, the parts to repair the vehicle were not available from the manufacturer for almost six weeks.  During this time, the car was operational and the buyer had possession of the car.  To simplify and expedite the warranty repair matter, the dealer processed the warranty claim as quickly as possible when the parts became available.  To further speed the process up, and maintain good will,  we paid the repair facility ***** Dealership) for the repair before the warranty company paid the claim in order for the buyer to  take possession of the car.  We are, and have been, available 9am - 5 pm, Monday through Friday, Saturdays 9 am - 2 pm and by e-mail or text 24/7.  We have not been contacted by the buyer since the car was returned to them and they were asked to pay the balance of the repair, (approximately $200 of a $2,700 repair).    

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  More Autos sold me a lemon. They sold me a car that was defective. When I went to More Autos they were more than willing to sell me this car. Once the purchase was made I couldn't drive the car or get it licensed for two weeks due to the fact that the title was not correct. I was able to actually drive the car for less than a month before it had to be taken to a **** Dealership for repair. The car then sat at the **** dealership for over 6 months waiting on a part. In the meantime, More Autos reached out to ask that I let them know what was decided as the problem so that if they ever come across the issue they can make it right for someone else. I trusted them as a new business in town. I trusted them as a newly divorced woman who had never made a car purchase on their own and I feel taken advantage of.

  

  Business response

  01/25/2024

  Hello **********************, 

  First, lemons apply to new cars. This means the car rolls off the factory and has issues, which is not the case for the vehicle you purchase. Selling cars is our business and how we make a living so yes we are more than willing to sell cars to people. As far as the title I do not recall what happened but there may have been a clerical error on the paperwork - we are not perfect. The title has no bearing on getting a temp tag which means you can get a temp tag and drive it so Im not sure where the unable to drive for two weeks because of the title is coming from. 

  You are correct that we did reach out to you once we heard through a third party that you were experiencing an issue. We asked what was happening and you let us know there was a part being ordered. The part in question is under a **** factory warranty meaning there is no cost to you for the replacement. I dont understand how the **** store not being able to source the part for the repair is our fault. 

  You drove this car by yourself first and then at a later date brought your brother - works at a car dealership - to come and look at it and drive it. 

   

  Customer response

  01/30/2024

  Complaint: 21197136
  
  I am rejecting this response because: I am hopefully working with **** to right the situation.  When the situation is rectified I will be happy to close out the complaint. 
  
  
  
  Sincerely,
  
  ****************************************

  

  Business response

  02/02/2024

  As indicated, originally, the local **** Dealer was unable to provide the necessary part due to supply constraints, which is obviously out of our control.  Since that time, a diagnosis of the transmission issue has been performed (by the **** dealer), a warranty claim has been submitted and approved with a $100 deductible (which More.Autos has agreed to pay out of good will), and the parts have been ordered.  The appointment for repairs has been made and we await the work to be performed. 

  Customer response

  02/02/2024

  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.
  
  Sincerely,
  
  ****************************************

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