Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2015 Dodge Durango on 6/19/23. I drove the truck from ************** to ******* on 7/4/23. When we retuned the thermostat was running hot. I took the car back to the car lot and they put a new thermostat in but they never bled it so it continued to run hot. I found out on ******* that you have to bleed the thermostat or it will continue to run out. This caused the gasket to blow out. They are saying that they don't know if is covered under warranty because it continued to run hot. My car has been sitting at the car lot for 3 weeks and they still haven't checked to see if it's covered under warranty.

  

  Business Response

  Date: 10/06/2023

  ************ called and said he had an issue with the vehicle running hot. He said he could see coolant leaking. He was instructed to park the vehicle immediately and call for a tow as to not damage the engine and blowing the head gaskets. He continued trying to drive the vehicle to the dealership for inspection until he couldn't drive any further and finally had the vehicle towed. Upon arrival we found a hole in the thermostat housing the size of a dime. This was the cause of his issue. The thermostat and housing was not covered under his extended warranty so he paid out of pocket for the repair. After the repair the system was bled and the heat in the vehicle was working. The next day he called and said the vehicle was running hot again. I referred him to another shop to get the issue resolved and that shop told him to bleed the system again as there was air in it. Instead of dropping it with them to look into the issue he tried to be his own mechanic and bleed it him self. ************ informed me that since then, he's replaced the thermostat again and the water pump and is still having the issue. The car finally gave out on ************ and he took it to another repair shop which informed him that the vehicle had blown head gaskets and likely warped engine block and heads and the engine needed replaced. I informed ************ that the warranty does not cover these repairs since they were caused by the vehicle running hot and not by an internal failure of the engine. ************ damaged the head gaskets on the vehicle when he kept attempting to drive the vehicle instead of getting a tow the day the thermostat housing busted. This is how and why air kept getting introduced in the cooling system of the vehicle despite the system being bled on multiple occasions. ************ brought the vehicle back to my dealership and I told him I would try to get the warranty company to cover the repairs. After careful examination of the contract, I would have to lie to the warranty company in order to possibly accomplish this for ************. As this would be a very unethical business practice ************ has been informed he will have to pay out of pocket for the repairs to the vehicle as they were caused by his negligence by driving the vehicle repeatedly while it was running hot. 

• Initial Complaint

  Date:07/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from *********************** on July 8th he delivered it to my home and told me to take it to new legacy automotive to get the safety inspection and the emissions test done on it. On the way there the check engine light came on. I informed him and he told me to go ahead and get the safety and he would pick it up the next day and he would resolve it. He picked the car up on Monday. Kept it until Thursday when he returned it to me and left. I took it out for a test drive and the transmission was not shifting. I informed him out this and told him that it wasn't right. He wrote me a message and told me he would exchange it for another vehicle for 2 days I had trouble getting him to even call me back. He agreed to exchange it for a 2012 Kia ****** He told me that he was picking it up on Friday at 1:00. I never heard from him again. I messaged him several times with no response. On Saturday morning I saw him on ******** and messaged him and ask him why he had not gotten in contact with me. He told me because I left him those messages. I was harassing him I tried to work with him. I gave him the benefit of a doubt and on Saturday morning he told me just forget it. It's your problem. You bought it as is. I understand that there is an emissions law that he's required to tell me before purchase. It won't pass emissions. He tried to tell me I bought it as is. So it's my problem. The man took ***** and a week later would not resolve the problem and would not exchange the vehicle as he promised

  Customer Answer

  Date: 08/04/2023

  You can clearly see that the buyers order was generated from new legacy automotive company. You would also see that the agreement on the delayed delivery of certificate of ownership is signed by the dealer new legacy automotive company. The title was also signed by new legacy automotive company. This vehicle was purchased through new legacy automotive company

  

  Business Response

  Date: 10/02/2023

  **************** purchased the vehicle from auto broker/ independent contractor ***********************. As **************** and his wife didn't have a ride to the dealership, **************** picked them up from their residence in ******************, ** and drove the vehicle to the dealership in ********************. Upon getting off the highway they stated the car made a jolt and the check engine light came on. Upon the arrival of them and the vehicle I checked the codes on the vehicle and educated **************** it was a transmission fluid pressure code. This was before any paperwork was signed. I gave them the option to back out and return it to **************** or take the vehicle As-Is and work it out with him. They opted to work it out with ****************. I completed a safety inspection on the vehicle and no concerns were found. We proceeded to complete the paperwork and it was agreed the vehicle was As-Is from New Legacy Automotive Company. Customer declined the purchase of an extended warranty. The paperwork stated they had 10 days to present a failed emissions inspection to work out something with the dealership. **************** failed to present a failed emissions inspection. Since this was a broker purchase, the customer was aware of engine codes prior to signing, agreed to As-Is terms and declined extended warranty coverage; New Legacy Automotive Company will not be providing any recourse to this complaint. **************** is not an employee or representative of New Legacy Automotive Company in any retail capacity so any promises or agreements made after the sale are not those of New Legacy Automotive Company. The customer received the appropriate paperwork, passed safety inspection on sale day and has received the title less than 30 days from sale date. I would like to note, **************** did offer **************** a refund of $1000 towards repairs or another vehicle. Options which were declined by the customer. 

  
  
  

  Customer Answer

  Date: 10/02/2023

  i have not heard anything more from the company , his last message was not my problem i am just the middle man, i heard from the salesman he offered me $1000 saying he felt bad then he blocked my number and never got back to me

  Customer Answer

  Date: 10/03/2023

  *************** did not pick us up because we didnt have a ride he delivered the car he was selling from his home , why did new legacy do all the paperwork as the seller and *************** names is NOWHERE , new legact represented themselves as the seller, even the title lists new legacy as the seller , and we agreed to accept the $1000 and then *************** never came through with the money and would not respond to requests for it, when it threw trans presure code ************* said he would fix it , i want to know why all paperwork states new legacy is the seller 

  /dealer and he accepts ZERO responsibility he did not include *********************** name as responsible anywhere only new legacy

  Customer Answer

  Date: 10/10/2023

  i did respond that i was offered $1000 and accepted it and then they cut off all communication with me

  Customer Answer

  Date: 11/12/2023

  Every single piece of paper on this contract including the buyers order, the agreement, the seller. Even the title stated that this vehicle was purchased from new legacy automotive company and every piece of paper is signed by ********. This vehicle was purchased from new legacy automotive company. I would like the owner of this company to provide documentation that it was purchased through any person other than himself

  Customer Answer

  Date: 11/15/2023

  11/17/2023 PE:  Received email with documentation from consumer.  Still don't quite know what he/she wants from Legacy.  Emailed back to inquire their desired outcome.  They are seeking a refund of $3000 for the transmission they had to put in the car that was purchased from Legacy Automotive.

  11/15/2023 PE:  Emailed *********************** (consumer) informing him that his case against Legacy Automotive has moved to mediation. Asked if any resolution had been achieved between him and the company on their own and if not, if he was still looking for a refund.  Asked for any documentation to be sent to me via email.  Also informed him that I will be out of the office during the week of Thanksgiving but I will contact him upon return.

  

  Business Response

  Date: 11/17/2023

  12/1/2023 PE:  Email from business with an attachment which has been put into the library:  Attached is a copy of ******************** Buyers order and Buyers Guide. If you look on page 3 of the Buyers Order it states the vehicle is As-Is and discloses the emissions options the customer would have under normal circumstances. On the first page of the Buyers Guide, **************** initialed next to the As-Is statement confirming he was fully aware and he signed his name on page 2 where it lists all common defects that can go on with any used vehicle. I hope this will wrap up the matter.
  

  
  

  11/17/2023 PE:  Rec'vd email from ************** which stated, "Please refer to my original response to this complaint. The answer will not change under any circumstances. He paid a broker for the car. I never received any money from **************** I only facilitated the sale. The contract he signed stated the vehicle was As-Is which he signed off on."

  11/17/2023 PE:  Emailed the business owner (***************************) to inform him that the case has been moved to mediation.  Requested the $3000 refund to the consumer that it cost *********************** to replace the transmission.  Asked for a reply.

• Initial Complaint

  Date:03/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2016 Ford Explorer for $6,000 on a Bill of Sale only, from the owner of a used car dealership. He's Promised to send the title within a week. He still has yet to deliver the title. I bought the vehicle with the understanding that there were NO MECHANICAL ISSUES WHATSOEVER. That was not true. Since Day 1, I've reached out to him about a series of problems. He's Promised to have a mechanic look at it. Never did. The SUV quit working 10 days later. I've messaged the business owner who sold me the vehicle many times. He's of course offered to hav it looked at & fix whatever problems. Again. But never did. He's even offered to buy it back. Which I replied would be best. Then He disappeared. It's been a full month now. I've been patient with him. He's replied a few times that he's not gonna fix the problem. One of his text messages he states, "I've sold you a 16000 dollar truck for 6000 bucks... I've decided at 6000 there is no way I'm fixing anything...". This has been a very stressful and upsetting time for my kids & I. I'm a single mother that trusted things would be made right. For the last 3 weeks I've had to Uber Back and forth to work. There were days my kids missed school & I missed work because we had no reliable transportation. I even bought a $119 battery car charger because the battery kept dying. Then I bought a $218.87 starter. Paid to have it replaced. Still nothing. I would just like my kids & I to have great running vehicle. & not be scammed, then told it's my problem now. I've sought legal advice. I'm trying not to go that route just yet. Because that's more money out of my pocket.

  

  Business Response

  Date: 04/26/2023

  The customer was refunded part of her money.  The customer purchased her vehicle through a third party broker.  The broker refunded her $2600.00 of her money to get any issue with the vehicle repaired.  Customer agreed to all terms and conditions of vehicle purchase.  Customer then called back requesting a full refund.  Customer was offered the remaining money's  in the amount of $4300 plus the cost of a starter that she installed in the vehicle.  Customer has not returned the vehicle to me  knowledge.  

  Customer Answer

  Date: 04/28/2023

  Complaint: 19623947
  
  I am rejecting this response because: $4300 was not offered. $3300 was & that was not including the starter & other work that was put into it. If $4300 was offered, I would have taken that. There's been much financial loss here & I would just like for them to make it right. 
  
  
  
  Sincerely,
  
  ******* *****