ComplaintsforSport Durst Millennium Automotive Group

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 16, 2022, my wife and I purchased a 2020 Jeep Wrangler Sport from Sport Durst in Durham. The Jeep was advertised a 'Certified Pre-owned' vehicle. At the time of the advertisement, the vehicle had not had the multi-point inspection that made it a certified pre-owned vehicle. When we viewed and drove the vehicle, we noticed some maintenance items were in progress like tires and air filters. After the test drive and walkaround, we identified that the rear wiper and washing fluid was not working. They indicated that it would be addressed when the maintenance was completed. We liked the vehicle and there was a strong desire from the dealer's sales team to make and close the deal. After the maintenance was completed the following week, we collected the vehicle and found that the rear window wiper and fluid was still not working. They indicated that they missed it during their post purchase certified pre-owned inspection. The dealer's sales team indicated to use the vehicle and bring it back for repair. We used the vehicle to ensure that no other issues were outstanding. We returned the vehicle for the rear wiper to be addressed on 07 November 2022. Since the vehicle was placed into the Service department, it has been the worst customer relations experience. We have been told that the issue was a wiring fault, then a part was defective, then back to a wiring fault. We were informed on 19 December 2022, that the vehicle would be ready to collected on 20 December 2022. When we arrived to collect the vehicle, we were told that the repair was not completed due to a wiring issue. We have spoken with Sales and Service Directors at this dealership. We are constantly being giving story after story as to why they can't repair the vehicle. We have made a request to the dealer to have the repair completed by 23 December 2022 or refund the $10,000 trade-in plus $2,500 down payment. We feel that we were sold this vehicle under false pretenses.

  

  Business response

  12/27/2022

  Thank you for the opportunity to respond. 
  

  We repaired the wiring to the rear wiper. All is working to specifications, Customer picked up vehicle and we feel they are happy with the results. We extended the CPO warranty for the ******** to the same amount of time it was in service also the vehicle was returned fully fueled and cleaned.
  

  Sincerely,

  Sport Durst Automotive Group 

  
  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my car directly from Sport Durst, brand new in 2020. I only take my car to their service department as I bought the car from them. I took it in for a regular oil change 12/9/22. After I paid $130 for an oil change and picked my car up, it was jerking while changing gears. I called back on 12/9 and got no answer. I called 23 times and left 4 voicemails over that weekend until Tuesday, 12/13 when my engine overheated. I had my car towed to Sport Durst and ***, a service tech, told my I needed a new shifter bezel (the cosmetic lining around your gearshift) I told him I doubt why my engine was running hot, but he insisted. I asked to speak to ****, the service manager and things took a turn for the absolute worst. He told me there was nothing wrong with my car, and because of the length of time between oil changes, he was firm that he wouldn’t have even suggested the oil changed and just sold the car if it has been that long in between services. I told him no one relayed that info to me, and they performed the oil change. I picked my car up because **** insisted that there was nothing wrong with it, after tossing my keys at me and asking if I was going to run off without paying, only to find that it STILL OVERHEATED 15 MINUTES LATER! The customer service is honestly gut wrenching and they definitely monopolize and discriminate against women of color. I’ve reached out to ***** *****, the service GM, but have yet to get a response. Considering I bought my car from them and trusted them with the service of my vehicle, I just want my car fixed and if they can’t fix it, I need them to recommend someone who can!

  

  Business response

  12/21/2022

  Thank you for the opportunity to respond. 

  Unfortunately we were unable to replicate the overheating concern, while in our possession it did not overheat. The check engine light was on as well, and  the tech recommended the jerking was from a range sensor in the shifter bezel, which is why the shifter was recommended this is not just a "cosmetic lining around your gearshift" it has a sensor in it . This service was declined, We found the oil was a quart low and topped it off. She felt that we didn't fill it up properly when doing the oil change. We explained these engines are bad for burning oil quickly if they are not serviced properly. She has gone 30,000 miles between oil changes.  
  
  We take our customers’ complaints to heart and want everyone to have a positive experience, we do not discriminate against anyone.

  Sincerely,

  Sport Durst Automotive Group 

  Customer response

  01/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  *UPDATE TO PREVIOUS COMPLAINT* I submitted a complaint about Sport Durst servicing my car, and my vehicle over-heating four days later. **** insisted on ensuring me that my car was perfectly fine, so I picked it up and it over-heated again, 15 minutes later. When I returned my car to Sport Durst for them to take another look at it, **** (Who told me he was the service manager, then told my friend *** was the service manager) informed me that his boss instructed the technicians NOT TO TOUCH MY CAR UNLESS I TOOK DOWN MY BBB COMPLAINT. I felt threatened, so I took my car to a Mopar certified shop. Without even running a diagnostic, the technician saw that my coolant liquid looked like chocolate milk which was an indication that the engine oil and coolant had been mixing. After the diagnostic was complete, my engine is completely ruined as well as the entire cooling system. My service advisor highly believes that if Sport Durst did not tell me that my car was drive-able, my engine could have been preserved. I have reached out to multiple people in the department and have not received a call back. My attorney and I will be filing a claim in District Court by the end of the week for intentional negligence and discrimination.
  
  Sincerely,
  
  ***** *****

  

  Business response

  01/06/2023

  Complaint ********
  It is very regretful that there has been major miscommunication on many occasions with this customer. Between us the customer and her and her father.
  As we stated in the answer, we were not able to replicate the overheating concern. We offered a recommendation to correct the jerking the vehicle was doing which was declined. Ms. *****’s father interjected himself into the conversations concerning his daughter’s vehicle and commented that she had not kept up the maintenance. The BBB complaint was mentioned stating they were not comfortable working on the vehicle due to her not being happy with our prior efforts.  The vehicle was towed off our property as Ms. ***** sent the tow truck to do so.  At no time was anyone threatened or discriminated against.
  
  Sport Durst Automotive Group

  Customer response

  01/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was told my car was okay to drive and it was not, causing engine failure 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, so I took my **** for an oil change about almost a month ago on September 12/22. I usually don’t use my car much unless it’s to buy groceries/ stores or week ends to go out with my husband. When my husband drove it he noticed a leakage, which was the oil. Keep in mind he barely uses the **** because he has his working van to work on week days. So i took it to the shop yesterday, the guy named **** noticed it was leaking and told me to come back the next day due to busyness. Came today and was told leakage was coming from oil filter housing, and needs to be replaced with upper and lower gaskets. My husband over the phone argued that he highly believes it was the techs fault, might have over tightened the torque? The guy manager named ******* ******** told me no he can’t repair it at free cost because he can not tell if it was the techs fault or not due to me coming in almost a month after but why would we lie about such thing? Perhaps he did over tighten and caused for the leakage to happen slowly and what a coincidence that it solely had to occur right after an oil change? And luckily my husband noticed because of the strange smell. I highly believe that techs are not perfect, and mistakes happen so I would please like to ask if you guys could fix this problem. We are not people who like to argue, or doing this to take advantage no, we highly believe that it was the techs fault and my husband clearly told *** over the phone that this never happened to his 2010 ***** van which has much more miles from taking it to work nor our ******** ***, which is older. He said it could be to old wear but if that was the case it would’ve started leaking way before. He also made me feel dumb, saying no couldn’t be techs fault and I looked online and it clearly says could be due to over torque which causes leakage. When I got back home today, I recorded a video and I seen no leakage anymore? Why? If it was leaking when I took it? Please help. ************. Thank you.

  

  Business response

  10/26/2022

  Our Chrysler, Dodge, **** Service manager called the customer and talked to them about the situation. He explained how we would like to get it back in and check to see what exactly happened to the oil filter housing causing it to leak, ie cracked or a bad gasket. He told them if it was something that we caused we would absolutely take care of it but if it was just age and mileage (the vehicle has 127k miles) that I would look at what we can do to help out with price.  She was very appreciative and said she would bring the vehicle back up here on Monday or Tuesday and ask for for the manager. Update Ms. ****** came in on Tuesday it was determined it was due to age of the part, it was fixed at a reduced rate customer left happy.

  Sport Durst Automotive Group 

  
  

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident on August 17, 2022 and my car was declared a total loss by my insurance provider. On Aug. 24, 2022 I went to Sport Durst Mitsubishi of ******, when I arrived I met with a gentleman named **** and he showed me a 2021 Mitsubishi Outlander that only had 14,000 miles on it $24,600. I was impressed mainly with the low mileage and I had $10,000 to put down on the vehicle. When the process was going on I said to the sales manager, " Let me call my extended warranty company and see if they cover Mitsubishi vehicles." His response was," This vehicle comes with a 100,000 mile warranty." I expressed to them that I wanted to wait until the funds from my insurance provider was deposited into my account but they insisted that I write a undated check to hold the vehicle. I was then told that I could not take the vehicle until they replace the windshield. I went into the finance department to sign paperwork. Believing what the sales manager told me about the warranty and being there for hours, I signed the paperwork and left. I realized I didn't have my paperwork and immediately called back and I was told it would be in the vehicle when I return to pick it up. I picked up the vehicle on August 31,2022 and when I got home I found the paperwork stapled up in and envelope on the back seat of the car. When I got inside my home I opened the envelope to find that I was charged $7,400 for the warranties and some of the line items were blotted out and I could not read the figures. I told them I did not want the warranty and I was told it was too late. I put a stop payment on the check and they agreed to let cancel the policies. I returned 09/02/22 to sign cancellation forms for the policies and I was told that the money would be refunded and the amount to be financed would be adjusted. I can't get anyone to return my calls and the warranty company told me the policies were canceled, but the finance amount has not changed. Dishonest company. I want this issue resolved.

  

  Business response

  10/10/2022

  Thank you for the opportunity to respond,
  

  The cancellations for Ms. ******** were signed on 9/2, which was a Friday, and processed on 9/14 which was 6 business days later. The amount of the loan would decrease but the payments to the lender would not change. The funds have been credited to her account.
  
  Sport Durst Automotive Group 

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So far my dealings with this dealership have been less than stellar. Can't even give them a 1 star. My car was towed by *** who was hired by ******* ******** Assistance last Saturday night. I called early Monday to inform them they have my car and I need them to call me. I received a call around 9:30 and they said they would get it in to check it Tuesday at 11:15. I did not get the persons name who called me -- why would I? I had not reason to believe the rest would follow. I called several times after that to see what was the problem (I am 150 miles away from where they towed it because we do not live there) FINALLY after talking to several people who only said they have not gotten to it. I called back and wanted to speak to an advisor as I felt we were being put off. He called me and said he needed to verify the VIN# - I gave it to him -- for him to tell me -- they do not have my car. Imagine my panic. I told her the story of the tow and he located it immediately at the edge of their lot and mazda. He then gave me the other news that they cannot locate the key. Since he leaves at 6 - and it was near that he said he wd address this first thing in the morning. I called *** and got details -- I then called Mazda who said they would talk to service in the morning -- get with ******* and contact me. I had to call ******* at 9:30 to get a call back. They informed me there is still no key. At this writing - still no key. They wanted me to send them the picture of where the *** dropped it off. *** said they were out of envelopes so he put it in a drop box (they have now sent me the picture) and they were out of envelopes. So, whoever emptied the box-- had an extra key and did what with it?? I am anxiously awaiting answers that nobody seems to have. I really want them to send my car to my local dealer and stop dealing with this dealership. Even got the tow truck drive on the phone and confirming he dropped off my key. He took a picture of the drop slot. The service advisor

  

  Business response

  09/06/2022

  Thank you for the opportunity to respond to this complaint.
  Our service department has been in contact with Ms. ******* concerning her 2018 ******* Sonata. A fuel pump, which is under warranty, has been ordered and should arrive tomorrow and repair should be complete by 9-9-22. Due to the key being missed place we provided a new one at our expense.

  To the best of our knowledge this should satisfy the complaint.
  
  Sport Durst Automotive Group

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealership was supposed to diagnose an electrical problem but did nothing. The customer service representative blamed the problem on a car radio saying “the wiring looks like someone went on ******* and tried to do it.” I went to the installer who showed me the wiring which was professionally done. The Sport Durst representative lied and said that they had done five hours of work when they never opened the panel to view the wiring. I paid them $182 to do nothing.

  

  Business response

  08/09/2022

  Although we rarely issue refunds through BBB cases,  If you will submit your VIN # mileage and a good contact number you will be considered for a refund. Please reach out to our Fixed Operations Director with requested information. You are welcome to come in and meet with him as well.

  Sport Durst Automotive Group

  Customer response

  08/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: I have already attempted to call twice with the said information and have received no response. I will not accept the solution until the refund has been paid in full. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  08/10/2022

  The reason we need you information is we can not find you in our system. The name, number or email on the complaint is not in our system also there was no make model or VIN for a vehicle in the complaint for us to locate any information. 

  We are not sure which number you are calling if you call our main number and ask for the service director they should connect you.

  Sport Durst Automotive Group

  Customer response

  08/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I continually call and leave voicemails - So here is the information

  The invoice number is ******

  The VIN: *****************

  Model 2005 HYuandai Sonata

  Mileage 118022 in and 118023 out

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

  

  Business response

  03/26/2024

  Hi, 

   

  I will reach out to the consumer to see if we can do anything to resolve the issue. 

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from this dealership in January. It has been in the shop 5 times since then! The check engine light would never go off. They stated it was an O2 sensor and changed it. Light is still on. Changed the catalytic convertor. Light still on. Shakes like crazy and doesn't want to idle. Addressed all these with the service department. This has never been resolved. In June the door handle fell off which made it hard to get in the car. Trying to put the window down to get in the window busted. Took the car July 9th back to the dealership after calling and trying to get someone to talk to me, and no call back or answer. My husband, brother and myself all have been calling to try to talk to the GM and he will never answer the call or call back. This is VERY unprofessional. This car is under warranty and should be fixed. I have been paying for a car that I cannot drive more than a month before something else happens to it. A car payment, insurance and siruis. For nothing!! This is over $400 a month that is coming out of my pocket for a car that is useless and a manager that can't be bothered with contacting his customers. Very bad business!

  

  Business response

  08/09/2022

  On or about Jan 14th, 2022, Ms. ***** purchased a 2013 Ford Explorer with approximately 99,000 miles. It was sold as is with no associated or implied warranties. She opted to purchase an extended warranty. Upon reviewing Ms. ******s complaint and looking over the service history on the vehicle, we have in the past covered items that her extended warranty denied and are currently working to get door handle covered. Our service manager has been in contact on many occasions with Ms. ***** via text.
  Sometimes on older high mileage vehicles, things happen. We are committed to repairing your vehicle in a timely matter.
  Sport Durst Automotive Group
  

  Customer response

  08/09/2022

  
  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. 

  Although, I have been talking with the service manager, return calls from the others I have called would have been greatly appreciated. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went for a warranty fix on a switch in my Dodge Journey that needed fixing . I got here at 7:30am **** was rude and disrespectful already telling me he wasn't sure he could fix my vehicle . I told him this was the 7th time I dropped my vehicle off for the same issue. I left by **** something that i had to pay for because they do not offer there customers any courtesy ride anymore .Something they never told me . I went to hair dresser and came back because I had received no call I come in **** just ignored me and so the other guy at they from desk proceeded to pretend as through he want to help me and told me my car would be fixed till later that afternoon. Then came **** ******* trying to see if I wanted to buy a new car . He was kind and nice but only offered me help if I brought a car and I never wanted to purchase a car. I came there for my switch. After 4 hours of him trying to convince me to get a car i went back to the service area where the workers still ignored me when i came in , Finally i got really frustrated and asked them what is going on with my car. Only because i was getting loud and angry did they tell me they was not going to fix my car and i never came there 6 times to get my vehicle serviced. I walked away went to the dealer floor where **** proceed to follow me i told him i no longer wanted to have a convo i wanted to speak to a Manger when ***** ***** comes down stairs telling me that he is sorry there is something sticky in there and they cant use the warranty. At no point did anyone tell me how much this was going to cost to fix. I call Dodge warranty they tell me to go to **** **** and to leave Sports Durst . I go to get my Keys and **** tells me he left my vehicle outside with the AC full blast and gas prices are $.4.60 a gallon . They told me my car was in the back and they actually parked my car in front. I was so upset The Dodge person was on the phone making sure that i was ok and helping me to find a dealership that would actually fi

  

  Business response

  07/28/2022

  Thank you for the opportunity to respond:
  Ms. ***** arrived on or about July 14th, 2022, in her 15 Dodge Journey mileage of ******, to the dealership stating her driver’s side window switch was not working. Upon pulling the switch, it was found to have a sticky foreign substance in it, like a spilled soda or something. She was wanting it repaired under warranty. We explained that the window switch had failed, but that because there is a sticky substance inside the switch and panel, that Chrysler would not be able to warranty it. It is not under our control as to what Chrysler covers under warranty.
  
  Sport Durst Automotive Group

• Initial Complaint

  07/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sport Durst Collision, **** ****** ****** **** ***** ******* ** ****** ************ On 8/31/2020 2000 **** ******** ******** was in the shop for repairs On 9/25/2020 I went to pick up my vehicle the front bumper was damaged. The receptionist took me to the car, l look it over and ask her what happened to my front bumper, she said she did not know, the person who did the work on my car was gone for the day, she siad she would take some pictures and they would get back with me. They never did, a change of events happened covid 19 went on the rise and during that time l had a stroke and Congestive heart failure, I had to recover, i tried confronting Sport Durst with the problem and the Assistant manager denies this happened in their shop. i know this is an old vehicle but l just had it painted and this damage happened while it was in their possession. I would like to have it fixed.

  

  Business response

  09/12/2022

  Ms. ****** recently (last 3 months) stopped by the body shop to have shop take a second look. Both our experienced assistant manager (not one that originally dealt with customer), and shop foreman showed customer that her paint issue was one of delamination, from a previous lower quality paint job, that we did not do and was possibly done prior to customers ownership.  

  Sport Durst stands by the decision to reject this claim as unrelated to work we performed.

  
  Sincerely,
  Sport Durst Automotive Group 

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Here is a rough timeline of events: 4/29 morning - driving stepson to school when engine began to make very loud knocking noise. took to an independent repair shop to see if it needed an oil change, was told it had less than a quart of oil and needed to be seen by a dealer ASAP. called Sport Durst and made appointment for 5/3. Did not drive car at all between 4/29 and 5/3 after getting car back home 5/3 morning - began driving to Sport Durst for service appointment, would not go over ~65 mph and eventually stalled out completely. was able to pull over safely on exit ramp and call tow truck. was towed to Sport Durst 5/13 9:59am - received text message from Sport Durst that vehicle was approved by Hyundai for engine replacement under known recall. called in to confirm, was told it would take a few days for engine to ship and a few days to do the work. was given a RO number 6/1 10:34am - called Sport Durst, was told car would be ready by end of next week (6/11) 6/11 2:26pm - called Sport Durst, was told car would be ready by middle of next week (6/15) 6/24 1:52pm - called Sport Durst, was told car would be ready by next Friday (7/1). left voicemail with ***** (my advisor, supposedly), he never called back 6/27 1:57pm - called Sport Durst, left voicemail with *****, he never called back 6/28 3:29pm - called Sport Durst, left voicemail with *****, he never called back 6/29, 2:13pm - called Sport Durst, spoke to service rep on phone, said ~40 cars awaiting engine replacement, said would make list of order and call back in an hour. Never called back, I called back at 5:26pm and she still had not made the list; asked to have until Friday or Saturday, despite me saying that my car had been there for almost 2 months and I needed it back to trade it in. She said the engine was already out of my car - i asked her to email me a copy of my RO, which she confirmed she would do, but she never did.

  

  Business response

  07/07/2022

  Thank you for the opportunity to respond,
  As the complaint states we do have approximately 40 cars awaiting new engines. It was truly unfortunate that the advisor miss spoke about the timeline for the replacement to be completed. The engines come in with the customers names or RO number on them. And they must be replaced in the order received.  Mr. ******’ car should be complete by weekend and Hyundai Corporate is also aware of this issue. The” Compensation for two months of car payments made without possession of my car ($1300)” which Mr. ****** is requesting, is not something that is handled at the dealership level that would have to be addressed with Hyundai Corporate.
  Sport Durst Automotive Group

  Customer response

  07/07/2022

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

  The fact that there were so many cars in the queue would have been known to the technicians at the time that my car was brought in/the engine was approved and the status of the queue should have been known throughout the process, so there is absolutely no reason that I should have received as many completely inaccurate estimates as I did throughout the process. I will take up the compensation portion with Hyundai corporate, as I have no faith in the competency of this dealership to do anything that would help the customer.
  
  Sincerely,
  
  ******* ******

*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. ↩