Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Leased a car, didn't have it for even 2 weeks the car was leaking transmission fluid. They put in a transmission cooler line they said. Then the car would not go into gear and move. They've had the car for over a month and everytime I call it's another problem so they say. The mechanic apparently is never there, or he's constantly having to leave. The guy who works for the owner will not work with me on just putting me into another vehicle, I've lost my job because of this.

  Business response

  07/18/2023

  Finish Line Auto Sales
  561 Winston Rd.
  Jonesville NC 28642
  Phone: (336)-526-2800
  Fax: (336)-526-2802
  
  Complaint ID #********      
  
  To whom it may concern:
  
  This complaint should not even go down on our BBB acct.  I have spoken with the customer on multiple occasions. I first met the customer a few years ago when she had purchased the exact same car from us but only a year older. When she brought that vehicle back to us to trade it was unsafe to drive. She had totaled the car. None of the tears were safe. The oil light was on which meant that the car was not circulating oil properly. That was just a few of the issues that I remember because as I stated to her that we would be selling the vehicle for junk as it was not worth repairing and she understood and agreed. Before purchasing the vehicle, she did a test drive to make sure that she liked the vehicle. I had driven the car for several days on different occasions which I informed her about before she even did a test drive. She first contacted us about the car giving her problems a few weeks after she purchased it and told me that the car would not go into any gear and it was at her house. She had been driving the car and pulled into the driveway and it had not caused her any problems to this point. I sent two employees to her house with a computer to see what we could do. They were able to get the car to go into drive but it would not go into reverse nor would it go into first gear. They brought the car back to our lot. The mechanic replaced the transmission valve body and replaced the transmission fluid. The valve body had to be ordered because this is not a part that any local parts store carried. I was trying to save the customer money because if this worked it would be a lot cheaper than a transmission. The only thing that she would have been responsible for paying for was the parts and fluid because we were providing the labor to her free of charge. Unfortunately, it did not work and the only fix is going to be replacing the transmission. She had someone call and told us that we should buy and replace the transmission free of charge but this is not something that we can do for a few different reasons. First the Federal Government says that if you do work on a vehicle free of charge then you are putting what is called an Implied Warranty on that vehicle which simply means that for as long as she owns the car that we could be required to do any repairs free of charge. Second, our company policy is that a customer fixes whatever issues a vehicle that arises until the vehicle is paid for. I informed the customer that if they would purchase the transmission that I would cover the labor expense. To me this was a fair solution because we would share in the expense of fixing the issue. We are striving in every way we know how to work with every customer that we have in a fair and just manner along with complying with the Better Business Bureau high code of standards.  I feel like that we are doing both.
  Thanks for your cooperation,
  
  Glenn T*******
  General Mgr.

  Customer response

  07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

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