ComplaintsforPeters Auto Mall

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 2022 Chevrolet Silverado with a 5-year extended warranty. The right front control arm broke while in operation. We had the vehicle towed to Peters Auto Mall for the control arms to be replaced. My husband told them he wanted both right and left control arms replaced. He was told they would as this was a safety issue. Today on our way to ************** where I work as a travel nurse, we heard a popping sound in the front end. My husband and I were very concerned, so we took it to ***** Tire where they put it on a lift. The front upper and lower control arms on the right front side were new and replaced but the left side is still the factory control arms. According to my receipt there were two upper control arms that were ordered and replaced. I called and spoke with ******* who identified himself as the shop manager. When I told him it was fraud, and it was fraud to me he hung up on me. I attempted to call the person who allegedly has part ownership of the company ******. I waited on hold for almost 10 minutes for him and was sent to voicemail. I left a message but have yet to be contacted back.

  

  Business response

  08/02/2024

  We have resolved the issues with the customers!

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. They completed the work that was supposed to be done. Thank you for your assistance with this matter.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 26th 2024 I came in to trade in my 2015 ***** Silverado 1500 to purchase a 2018 GMC ****** 1500, I called prior to arriving to make sure the truck was still available as the business is 5 hours from my home, the sales rep ******* said it was. I arrived with my son that morning, and when I got there he said someone else had put a deposit on the truck. I told him we had already established I was coming to purchase it. He then offers other vehicles and I declined, then offered to let me test drive it. I did paperwork and traded in my truck for a whopping $2500 put down a $4000 down payment, and financed the rest after hours of being at the dealership, at this point it was 9pm. I left and immediately started having issues with the trucks brake system on my travel back home. I texted the sales rep and informed him I would have to come back. I drove all the way back with a truck that was not running properly the next day and wanted to turn the truck in and get my previous truck back. They refused. I even offered to buy my truck back for what I bought it for and they still refused. They repaired the truck I bought which took a day and required me getting a hotel. The truck seems fine and 3 weeks later this truck is having the exact same issue again. Ive called the business service department and texted the sales rep multiple times with no response. This vehicle is unsafe and was not repaired properly. I need to be compensated.

  

  Business response

  05/06/2024

  We have reached out to the customer and offered to continue to work on the truck, but she did not want to drive back to dealership without being compensated for hotel and time.  We then gave customer different mechanic shops close to her to use and that is the last we have heard from customer.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 20, 2022, my husband and purchased a 2016 Land Rover Sport from Peters Auto Mall. Shortly after the purchasing this vehicle, we began to experience issues. The vehicle was misfiring and the cluster lights in the middle of the dashboard began to flicker. It was also made known to Peters Auto Mall that there was a cover missing from the back bumper. On 8/24/2022, Peters Auto Mall replaced the ignition coil, and the work was referenced as DOWC/Waived. The bumper cover however was not replaced. Months later the issue continued with the flickering of the cluster lights. Long story short, we were now into year 2024 and around late January 2024 the engine blew. The vehicle was returned to Peters Auto Mall for repair and the engine was replaced. Once notified that the engine was replaced, my son and I went to pick up the vehicle but once the vehicle was turned on, the cluster lights in the center dashboard did not come on. We made this issue known to Peters Auto Mall employees and that's when things turned for the worst. The vehicle was left there so that this issue could be corrected. After weeks of not hearing anything from anyone at Peters Auto Mall about the repair completion, my son and I began to call and inquire about things. We talked to the sales department, to the service manager and then the mechanic and that's when the blame game began. We also found out that the vehicle was sent over to the Land Rover dealership because the issue with the cluster lights needed to be repaired there because Peters Auto Mall mechanic shop did not have the machine onsite to complete the repair work. With this repair work at Land Rover, there was going to be another expense in which Peters Auto Mall did not want to pay. Mind you, there was a DOWC vehicle service contract purchased for $5500 when the vehicle was purchased on 7/20/22. ***** continued to go by, and several promises were made about when the repair work would be done but during that entire time, nothing was being done. On February 26, 2024, my son and I went to *****'s Auto Mall to pick up the vehicle. The cluster lights still did not come on and now to add to that, it was discovered that the sunroom had been damaged while the vehicle had been in custody of Peters Auto Mall. Nobody at Peters Auto Mall wanted to acknowledge that the sunroof was now cracked but I was told to file an insurance claim. The treatment that I received doing this entire process has just been downright horrible. I just need for this situation to be made right as the vehicle still has not be repaired properly and now there is damage to the sunroof. I have the vehicle in my possession because I basically have been told that there isn't anything more that Peters Auto Mall can do for me.

  

  Business response

  04/08/2024

  Customers brought vehicle into the shop months after purchasing with misfiring issue.  Peters Auto Mall replaced coil and spark plugs at no cost to the customer.  Both items were not covered under their warranty, but Peters Auto Mall took care of the issue being it was in first 3 months.  No one at Petes Auto Mall knows anything about the back bumper cover missing.  I have attached the "we owe" that states nothing else was owed at time of purchase with buyers signatures.  The cluster is what needs to be replaced on dash but is not a covered item on warranty.  The engine was replaced by Peters Auto Mall which cost $9350.  The job took longer than expected due to waiting on parts to arrive.  Customer was in loaner vehicle while waiting.  As far as the sunroof goes, customer dropped vehicle off with sunshade closed so you could not see sunroof, Peters Auto Mall service department never messed with sunshade or sunroof.  Immediately when customer picked the vehicle up, they opened the sunshade and noticed the sunroof cracked.  I believe this customer did this all on purpose to try to take advantage of Peters Auto Mall and try to get Peters to pay for sunroof.  The reason I say that is because Peters Auto Mall does "cleaning supply" donations to different churches in the area and we caught this customer stealing from the pallets early in the morning BEFORE we did the engine job.  The customers have also made a scene at the dealership multiple times.  Peters Auto Mall has banned both customers from the dealership.

  Customer response

  04/26/2024

   I am rejecting this response because:  See attached.
  
  
  

  

  Business response

  04/30/2024

  Peters Auto Mall has already responded to this complaint.

  

  Business response

  04/30/2024

  Peters Auto Mall has already responded to this complaint.

  

  Business response

  05/06/2024

  This is the contract showing customer purchased Level 3 DOWC warranty.  Also attached the picture of what is covered on each level.  Customer can also go to DOWC.com to be able to check coverages and available mechanic shops.

  Customer response

  05/08/2024

   I am rejecting this response because:

  Again, why tell the customer that you had to order the aftermarket cluster?  Never once was it stated that this work was not covered under the **** service contract nor was the customer asked to pay anything for this repair other than the service contract deductible.  I get this now; you all are being buttheads about this entire situation.  Let this be a listen learned to anybody that wants to do business with *****'s Auto Mall.  This is such a disgrace to the business name.    In so many words you are telling me, the h*** with you or your business and for me to contact the ****.com and other mechanic shops.  This is a punk move and weak response.  One thing for sure, you got paid off of my back and my hard-earned money, but never again will I do business *****'s Auto Mall.  

  
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In October of 2022, we purchased a 2010 ****** ******* from the dealership. The vehicle felt bad while driving and I proceeded to take it in for what I thought was an alignment issue. ********* told me that the car was unsafe to drive, so I called my warranty company who had me tow it to *******. The manager stated that the frame was cracked and I will need to return it to the dealer. I have been trying to get a resolution for this since early January and been getting the run around. I feel like the dealer is making it my fault for buying a vehicle that was a total loss. I have been promised a call back from the general manager but nothing I don't feel that I should have to pay to tow the vehicle back to them and would like my 4k that I put down as a deposit. At any time my and my family's life was in danger, luckily I took it in when I did.

  

  Business response

  02/06/2023

  Customer purchased ******* on 10/01/2022.  Nothing was brought to Peters Auto Mall attention as far as issues with the vehicle until after first of the year.  Once hearing of the issues, we asked the customer to bring vehicle to our service center and the customer refused.  We then offered to trade the customer out of the vehicle if they feel uncomfortable, but the only vehicle the customer wants is an older ****** ******* which we don't have in inventory right now.  The title to this vehicle is clean, not a total loss.  The title to this vehicle is being held by the finance company until paid off.  I have attached the "damage disclosure statement" from when the customer purchased the vehicle showing that to be true.  I have also attached the history report of the vehicle with both customers signatures on it stating that we showed the customers. The history report shows the vehicle to have no title issues and owned in Massachusetts it's entire life.  The vehicle was priced $2k behind Nada value.  Moving forward Peters Auto Mall is here to service your vehicle if customer changes their mind or trade them out once we get an older model ****** *******.

  Customer response

  02/07/2023

   I am rejecting this response because: I am willing to return the vehicle to the dealership, but I would rather have my down payment returned. I will have to incur paying to have the vehicle towed to the dealership, which I don't feel that I am responsible for. I am not only looking for an older vehicle, I didn't see anything that I liked or could afford with the dealership. I am willing to return the vehicle, get my down payment and move on.
  
  
  

  

  Business response

  02/08/2023

  I would hate for the vehicle to turn into a repossession and go against your credit.  Could you give us a little time and try to find something that you like and in your price range?

• Initial Complaint

  01/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was stolen in February on the 14th of 2022. it had been missing for 2 weeks. when my car was found I decided I didn't want the car anymore because if felt violated and wanted something different because my daughter and I had outgrown the car I had the car for 7 years an wanted to start fresh with something new and had been working on my credit and paid a few things off. My brother recommended I go to peters auto mall because that's where he got his car from trusting what he told me I went to peters auto which was the biggest mistake I ever made in my life I regret it. My sale person name was Haley, she helped me find what I thought was the perfect car for me and my daughter. as soon as I got home the check engine light came on, so I quickly informed Haley by texting her to let her know she informed me that I would need to take the car to their shop which was in **** *****, which I did so, I took the car there on a Friday and did not get the car back until Tuesday afternoon. they did not work on my car yet i was told they had to wait till a part came in and that it was the catalytic converter. I was also told i could still drive the car until the part came in and that it was safe to drive. mind you I am still signing paper and their telling they are gone get taking care of me once the part comes in fast forward 2 month goes by still haven't heard anything about the part. so, I called because I haven't heard anything about the part. when talking to the mechanic the guy didn't have a clue what I was talking about which disappointing to the point I cried. he asked around and no one knew what I was talking about. so, I was told to bring the car back in which I did again. few days later I received a phone from the shop telling me that it was my engine, and my warranty did not cover it. after being informed of what was going on with the car, I contacted peters auto mall in ********** on **** ****** where I got the **** ******* ***** **. the manager there saw that I was so upset he helped me get a different car also I had to apply for loan from dignifi for $500 which went towards **** **** ****** also had to have my sister cosign. for me. I had the car for 2 weeks and the check engine lights comes took it to my shop because I was scared to take it back the peters auto mall shop in **** ***** because I had really a bad experience dealing with their auto shop. I was told I needed a tune up and oil change. also, it was a really big issue with the shop trying to get the cylinder coil out because it was so badly rusted. pretty much everything was just rusted. cylinder 3 and 4 continues to miss fire over and over again my engine is going bed. Now I am stuck paying off 3 loans. I have spent so much money on repairs, transportation for me and my daughter school and work. also, I am in debit. my credit destroyed. I also suffer from a mental health issue; I suffer from generalized anxiety disorder and depression. It has become worse dealing with this. I don't even know what to do at this point, I feel completely lost. I do not recommend any peters auto mall to anyone interested in getting car. Especially if you're a single mother and you do everything on your own.

  

  Business response

  02/02/2023

  We do care about you and your well-being.  We have done as much as we can in trying to keep you a happy customer.  I hate to hear that we have failed you.  We are still willing to work with you if you will allow our mechanics to check out the vehicle.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased my car in January of 2022 in September of 2022 I had to get a new engine on November 4 my alternator started to go bad my appointment was the day before thanksgiving i was going out of town for family I had my car towed to them at 10:44 my appointment was at 12 I was made aware it takes 2 hours to change an alternator so I called at 1:42 to see if they made any progress I was informed that they had not started my car they would be taking lunch first i said ok at 3:40 I picked my mom up from work at proceeded to call twice to see if my car was finished I got no answer so I went up there myself for them to tell me they just finished it up at 5:30 at 5:40 I dropped off my friend turned my car off went to turn it back on my car wouldn’t start a mechanic from peters also their service receptionist drove to my friends house to see if they could fix it which they couldn’t but the mechanic could see I had a coolant leak and a whole in my radiator I got told there was nothing they could do because thanksgiving was the next day (like I didn’t have family I wanted to see) and to have it towed to them Friday I did just that they told me it was now my starter and radiator which I let them fix I just received my car back 11/30/22 on 12/2/22 my car stalled I’m the middle of the street I had it towed right back to them and of course I’m livid I was told telling them I was getting a lawyer would help nothing and that it makes them not want to fix my car I asked to speak to somebody who could actually do something I was told he was not there and that they wouldn’t call him for this I was not giving a loaner car because they didn’t have any also because I cursed at them and if I continued to be angry I could take it somewhere else and have it fixed

  

  Business response

  12/05/2022

  I believe this customer has the wrong dealership.  We do no do any leasing of vehicles and I cross referenced our records and can not find where this person has purchased a vehicle from Peters Auto Mall.

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/7/22 I printed out a web page from Peters Auto for a 2016 Honda Pilot for $24,850 I decided to purchase a vehicle they agreed to give me $500 off of the price because I agreed to take the $3100 warranty they were going to clean the headlights fixed the broken heat vent in the back after signing the papers once I got home open the papers they had charged me the selling price at 25,888 which is actually the price of the 2017 Honda pilot that they had on the lot I have since been trying to get this straightened out but was told that Trevor is the general manager that they had done some cleanup work on the car which resulted in a higher price at that time said I was not made aware of this higher price no one said anything to me about it I just want them to make it right if I had wanted to pay 25,888 I would’ve drove off the lotWith the 2017 instead all I want is make the money right they owe me $1538 quit using me as a single female like I’m an idiot please make it right. I have shown them all of the paperwork and even have spoken to multiple people that agree that it should be corrected everyone but Travis

  

  Business response

  10/31/2022

  Thank you for your complaint. We use these complaints to better our performance in the community as well as train our staff to always meet our customers expectations. I spoke to the customer on the phone and explained the reason for the price increase.  Also informed customer that the newer model was $2850.00 more not 1500. 

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a **** ***** ****** from the dealer on 10/05, check engine light came on 10/08. On 10/11 I took it back to them onky to have them tell me it was an EVAP CODE. The light was off when I received it back from them. They did not indicate if they fixed or replaced the the part. Initially Tess, the receptionist was being evasive. I had to call her from another phone to find out if they had a return policy. She did not give me a clear answer. And she responded by saying “I know who you are” as if I was a villain. Fast forward to 10/20 and the check engine light is back on. Since I did not want to deal with petty staff and I chose to cover bill on 10/21 which amounted to $566 plus the diagnostic fee of $99. Bottom line they were not interested with helping me address the issue. I will NEVER purchase a vehicle from them again. I will attempt to receive reimbursement but I was already told by a sale rep that’s highly unlikely. In less than 3 weeks since purchasing the vehicle has cost me more than my monthly payment……

  Customer response

  11/03/2022

  The manager spoke to my wife and blatantly lied by saying we should have bought the vehicle back, that they would have taken care of it. If that were true they would have fixed it when I bought it back 3 days later the first time only to have them lie and tell me it was the EVAP cap causing problems…. I had already taken it to ********* to get a diagnostic reading that showed a code to the MAFLOW. They offered free oil change in lieu of me paying $582.68 to fix the problem. That is a joke, they act as if they have ALL the right answers and the customer has no knowledge. They were completely dishonest by passing me around to the sales rep then a mechanic that supposedly fixed the issue. Their dishonesty should be noted as typical. No resolve. I reject any response…… I have not had the vehicle for 30 days and incurred a repair bill of $582.68. 

  
  

  

  Business response

  11/17/2022

  You purchased the vehicle "as is".  When you brought the vehicle back the first time we did not charge for diagnostic or what we did to the vehicle.  I hate that you feel we wouldn't have taken care of the issue if it happened again.  Thanks for bringing this to our attention how you feel, and we will strive to do better in the future thanks.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At no fault to the salesperson, he did an amazing job with the whole sells process. Shortly everything after starting falling short from signing documents, management, service, etc. My husband purchased a 2017 Chevy 2500 HD Duramax on April 1st and here we are in the end of September still with no working vehicle as they can not figure out why the check engine light keeps coming on. No rental or any compensation during this whole process was given by Peters Auto Mall. During the sells process we were allowed to take the truck home to "test" drive, during that time the check engine light came on. While in for documentation we made sure that we mentioned we would still purchase the truck if everything regarding the check engine light and two remote start key fobs where provided by Peters Auto Mall, which they agreed to/signed for. Funny enough we never were given those documents by (Andrew, which quit shortly after), and when informed that they only gave us one key fob the new manager (Brian) comes back with I don't see anything in your documents/ file. The only half decent employee that Peter Mall has is Patrick, he has been trying to keep us in the loop as no one in management wants to take responsibility for rolling a "lemon" on the lot and selling it with all the issues by just clearing off the check engine light. From service where our truck sat for weeks without being touched, service cutting the wire to my husbands emergency lights(then not paying for it), to leaving service worse off than we left it, sending it to Van York cause they couldn't fix it (then not letting me send it back there), to it breaking down and only going 40 mph plus jumping, to the tow truck driver ramming it into the flat bed(I have witnesses), to now not knowing what all is wrong with it. We are pushing 6 months in and out of your shop with no complete date in mind. This has gone on long enough, we would like to come to a resolution, soon.

  Customer response

  10/03/2022

  I have not heard from the business in response to my complaint.

  
  

  

  Business response

  10/05/2022

  We are working with the customer now to try to get a resolution!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On June 8, 2022 my fiancé had his 2016 Nissan Altima that he purchased in February 2022 Peters Auto Mall towed back to Peters Auto Mall the South Main Street High Point North Carolina Location. We met with fiancé department on June 9, 2022 in an attempt to trade his Car. The deal was for me to co-sign a loan for my now husband (married July 16, 2022) to clear him from his current loan and put him into a newer car. Subsequentially Peters Auto Mall curt and paste my signature and did not complete the deal as we discussed. I have my lawyer involved and I am contacting the Dept of Justice. I have also completed a police report and they are assigning a detective to my case.

  

  Business response

  08/01/2022

  I have spoken with the customer multiple times.  Sent multiple documents to the customer showing her signature.  Nothing fraudulently was done on Peters Auto Mall behalf.

*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. ↩