Complaints

This profile includes complaints for Sale Auto Mall, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sale Auto Mall, Inc.

  1053 Hwy 258 N Kinston, NC 28504-9105

• 

  Sale Auto Mall, Inc.

  PO Box 1068 Kinston, NC 28503-1068

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:01/30/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had a scheduled appointment for an engine light malfunction warranty involving a 2016 ***** ********, this is the only light showing on dashboard panel. I received a phone call from service department / **** indicating that they were unable to get to my vehicle due to being backed up. **** called me on the 1/24/23 indicating he pulled the warranty information from the system saying that I would have to pay for the diagnostic test because the mileage exceeded the warranty. I refused the diagnostic with intent to reach out to ***** INC. I told **** since my car was there already, to changed the oil and do a tire rotation. I receive a voicemail from **** to call back, the call was returned and **** said I needed spark plugs, coolant flush due to a small leak, and rear brake pads. I agreed to fix all except the coolant flush. I pick up my car after work, on the 26th. Tire monitoring system and windshield fluid system warning lights were on. I immediately called Sale Auto Mall and spoke with *****, he was the service rep on duty when I picked up my car. I went back back and ***** went to get the technician that worked on my car. The tech said he informed **** the day of that I needed a tire sensor and he was clueless about the windshield fluid system. ***** advised the tech to take my car make sure there is windshield washer fluid and check the tire pressure. The outcome was, I need to replace both sensors, when these lights were not on when my vehicle arrived on 1/23/23. I asked ***** was it possible this could had happened with the work that was being performed on my car. ***** said possibly but he doubt it. ***** asked me to call 1/25/23 to speak with ****. I call the service department several times, no one answered (caller Id of course) l left a message personally for **** to call me, he did not return call. I literally blocked my number and called the main landline and who answers, ****. Car shutdown at a convenience store would not start, the engine shaking.

  Business Response

  Date: 01/30/2023

  We will be more than happy to address her new concerns.The Tire pressure monitors have no relationship to the work performed. We have the capability to pick up and deliver her car back to her should she desires. We can also address her concerns should she decide to wait. A full reimbursement is not realistic. We also have towing assistance at no charge if she prefers.

  Customer Answer

  Date: 01/31/2023

  
  Complaint: ********
  
  I am rejecting this response because: the only warning light that was displayed on the dashboard panel was the engine light. I spoke with a non affiliated auto service technician that stated mounting and dismounting tires can affect the TPMS. I am not requesting a full refund for initial repairs, I'm  asking if my car is in need of additional repairs because of damages done on the company's behalf, to be reimburse so I can get my car fixed elsewhere.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/31/2023

  We will be responsible for any damages we may have caused. We have the right to inspect such allegations. We do not pay other facilities other than Certified Factory Facilities with proof of damage.We have offered to Pick up and delivery and or inspect with G.M at her convenience.

  1.) General Manager inspection

  2.) Tow Bill free of charge if chosen

  3.) Facilitate a full disclosure inspection.

  4.) Provide written explanation of repairs needed, and repair as per Authorization from General Manager and or customer.

  Best Regards
  

   

  Customer Answer

  Date: 02/01/2023

   
  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,
  
  ****** ********

• Initial Complaint

  Date:12/11/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 traded in a 2019 *** X5 for a 2019 *** X7 at Sale ***. Although I bought the car (X5) from ***** ***, I obtained a service contract from Sale *** for continued maintenance. Once I traded in for the X7, I went back and forth with the sales associate for weeks regarding the cancelation. I signed cancelation documents on the date of trade and purchase of new vehicle, reesigned cancelation a few weeks later because their scanner apparently messed some documents up and they weren't legible anymore, and signed the cancelation documents again the finance manager on October 4. I've provided them with every thing they have asked for and I still haven't received my prorated refund for cancelation. It's been 7 months since the trade in and original cancelation. I would like for this matter to be resolved immediately. Thanks in advance for your time and consideration.

  Business Response

  Date: 12/14/2022

  After contact directly with the consumer, we have come to a resolution with Mr. ******.

  Customer Answer

  Date: 01/03/2023

  
  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. They resolved the issue by sending me a check for the prorated amount left from the maintenance policy.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On April 2, 2022, I took my vehicle to Sale Auto Mall, an authorized *** service center, to have recommended brake services performed, including, replacing front and rear brakes, and rear rotors. The service also included brake fluid flush. This was the only service that was discussed and it was also the only service that was authorized to be performed on the vehicle. Unbeknowst to me, Sale Auto Mall also performed other totally unrelated services on the vehicle, including, Cooling Sytem Flush, Fuel System Service, and Flush/Change Differential Fluid that I had neither previously discussed nor authorized. I discovered that these services were performed on the vehicle when I was presented with the final service invoice number ****** in the amount of $1,930.43 which I went ahead and paid without realizing that those additional unauthorized services had resulted in damages to Air-Duct charge hose. Specifically, the technician that performed these unauthorized services at Sale Auto Mall - Tech ****** - caused damages to the Air-Duct charge hose, also known as the Inter-Cooler Duct, Inlet Tube, Charge Air Induction Tract, part number (***************) when he either removed or reassembled it to perform those unauthorized services, and this went unnoticed until the check engine light on the vehicle continued to come on. As a result of those unauthorized services, I now have to replace the Air-Duct charge hose and incur additional unnecessary parts and labor expenses when those unauthorized services should not had been performed in the first place. It is estimated that I will incur an additional $1,200 to have the damaged Air-Duct charge hose replaced which should be covered by a warranty since it was plainly damaged at the time those unauthorized services were performed by Sale Auto Mall service center. These unauthorized repairs may also constitute a violation of applicable North Carolina consumer protection laws.

  Business Response

  Date: 07/14/2022

  Mr. ******* came to Sale  on 3-31-2022 to have his special ordered front brake pads, sensor and rear brake pads, rotors and sensor replaced. When the customer arrived, he was informed by the service advisor, ***** *****, that the vehicle was also due for additional maintenance. At that time, the customer was advised that the brake flush, coolant flush, fuel system flush and differential flush were all due for service. The customer was given the additional prices for the services and was given a discount if he did the services all together. Mr. ******* approved the work and was given a promise time of 12:00pm. The customer waited in our lounge while the work was being completed. The repair order was printed at 12:14 pm and he paid the invoice with his credit card. All of the work we performed has a 2-year warranty at any *** dealership. The charge air induction pipe (***************) was not removed from the vehicle and therefore was not damaged by our technician. If there had been an issue with the charge air induction pipe (***************) at the time it left our dealership, it would have immediately caused the engine to run rough and the check engine light to come on.

  Customer Answer

  Date: 07/14/2022

  
  Complaint: ********
  
  I am rejecting this response because Sale Auto Mall has made material false statements.

  First, I NEVER authorized Sale Auto Mall, or anyone else at that dealer to perform any of those additional unauthorized services, nor did I have any such conversation with ***** *****, the service advisor as Sale Auto Mall falsely stated in its response to this complaint and its representations are simply flat-out lies. In fact, the brake work was the only discussion that I had with the service advisor as it was the only service that I was scheduled to have perfomed and that was the only reason that I returned to this dealer in the first place. Certainly, had those additional unauthorized services been discussed before they were actually performed, I would have declined those services. In fact, Sale Auto Mall conveniently failed to attach any documentation supporting its LIE that I authorized the additional services to be performed on the vehicle BEFORE they were actually done, and the reason is clear, it was NEVER authorized and the response that they provided to the contrary is falsehoods.

  Section 20-354.3 of the North Carolina Motor Vehicle Repair Act (the "Act") specifically states that "when any customer requests a motor vehicle repair shop to perform repair work on a motor vehicle, the cost of which repair work will exceed three hundred fifty dollars ($350.00) to the customer, the shop shall prepare a written repair estimate, which is a form setting forth the estimated cost of repair work, including diagnostic work, before effecting any diagnostic work or repair."

  Sale Auto Mall plainly violated this section of the Act by failing to provide the required written motor vehicle repair estimate and disclosure statement under Section 20-354.3 of the North Carolina Motor Vehicle Repair Act BEFORE performing the additional unauthorized services. It is worthy to note that Sale Auto Mall has a long-storied history of engaging in this type of unfair and deceptive business trade practice.

  Moreover, I sent multiple emails to ****** ** ****, Dealer Principle, **********************, ***** ******, Parts and Service Center Director, ********************** and ***** *****, Service Advisor, ***********************, in an attempt to discuss and resolve this very matter, and not one of them were man enough to respond - apparently in hopes that this matter would simply go away. I also sent a letter to ****** ** ****, Dealer Priniple, at his physical HOME address located at **** ********* ***** in *******, ** ********** and he never responded.

  In any event, the charge hose was damaged while the vehicle was in Sale Auto Mall's possession when it performed those  additional unauthorized services, and unless I recieve reimbursement for the damages, make no mistake about it, I  stand ready to vigorously pursue this matter and will not hesitate to haul Sale Auto Mall into court and seek damages incuding attorney fees for violating the North Carolina Motor Vehicle Repair Act and engaging in unfair and deceptive  business trade practices by, among other things, performing unauthorized services and then charging for those unuauthorized services, that resulted in damages to the vehicle.

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

  Business Response

  Date: 07/21/2022

  On 3-31-2022 the customer requested to replace the front brake pads and sensor and rear rotors, pads and sensor. At that time, we created repair order number ****** to order the parts we did not have in stock. The customer came in 4-2-2022 to have these parts installed. When the customer arrived, he gave the service advisor, *****, his key and the service advisor performed a key read as we do on every *** equipped with CBS data (Conditional Based Service). At that time the service advisor notified the customer face to face that the data showed the rear brakes and the brake fluid services were showing due. In addition to that, the service advisor told the customer that he recommended the coolant, differential and fuel services be performed, as we had no history as to those services ever being performed. The service advisor informed the customer the services mentioned above are normally $189.95 each, but we were running a special, and if he bundled those services, the advisor would reduce the prices to $129.95 each. At that time, the customer agreed to have these services performed and the advisor had to re-write the repair order to add the additional customer approved services. While Mr. ******* was still here, a video was sent to the him by ******** which shows the technician telling the customer what he had done to his vehicle, and that he completed the services. The customer paid his invoice by credit card and left with his vehicle. At that time if there was an issue with his air charge pipe, it would have been very obvious, as this is a pipe that feeds air into the throttle body from the turbo and is under pressure while the engine is running, and under additional pressure while under acceleration. The check engine light would have come on, the vehicle would have run very rough and would have very little power or throttle response. All of these issues would have been immediately obvious, such that the customer likely would not have made it out of the dealership parking lot before noticing a check engine light or the vehicle running very rough. Additionally, if he had pulled onto the highway and tried to accelerate, and if the hose was detached or damaged, he would have noticed very poor to no acceleration.
  
  Also, to be noted, the air charge pipe is a is a common issue as they get brittle with heat and age, which is usually the cause for replacement. Our dealership has replaced four of this particular part number this year. It is most likely that this is the cause if Mr. ******* does have to replace the pipe. We have no documentation of who is telling him the part needs replaced or why it needs replaced. The part number for the pipe he stated has a *** list price of $429.97, and labor to install is $255 here at Sale Auto Mall.
  
  After these services, we did not hear anything from the customer until on or about 4-20-2022, when the customer called our *** parts department and spoke to our counter person, *******, and ordered 4 wheels (***************) and 4 tires (***************) totaling $3,081.64 not including tax and installation. It should be noted that Mr. ******* did not say anything about his car running rough, check engine light, air charge pipe, or about what he had paid for services on his last visit to the dealership. The customer gave the counter person his credit card information to order the wheels and tires since they are special order parts which are non-refundable. At that time the counter person did not charge his credit card, but just held the number because he was going to come in and have us the install the wheels and tires. When the parts came in the service advisor, *****, called the customer and advised the parts had come in and asked when the customer would be available to come in and have them installed. The customer stated “he was out of town and would get back in touch the service advisor as soon as possible”. The customer did not contact ***** or ******* and as of 7-19-2022 has still not contacted either of them. After multiple attempts to contact the customer with no response, a text message was sent though ******** on 5-19-2022 at 7:43 am asking Mr. ******* to “please call to schedule wheels or they will be sending them back and a charge of a restocking fee will be on them”. We never received a response from the customer. On 5-20-2022 at 1:14pm he opted out of the ******** app. It showed the message was delivered and he opted out.
  
  The restocking fee on $3,081.64 at 20% is $616.32 plus the shipping to send the wheels and tires back to ***. Our parts department tried to run the credit card that he gave them and it was declined. AT NO POIINT IN ANY OF THESE CONVERSATIONS DID MR. ******* MENTION ANYTHING ABOUT PAYING FOR SERVICES THAT HE DID NOT AUTHORIZE NOR DID HE MENTION ANYTHING ABOUT THE AIR CHARGE PIPE OR A CHECK ENGINE LIGHT. He has still not contacted us about his special ordered wheels and tires that we still have not been able to return. It has been over 3 months since we completed the services on his vehicle and we have no idea what may have been done to his vehicle after it left our dealership. We are in Kinston, N.C. and it appears the customer lives in *********** ********* We have no record of him contacting ***** ******. We were unaware of any issues until his message through ******** on 7-3-2022 and this BBB case.

  Customer Answer

  Date: 07/21/2022

  
  Complaint: ********
  
  I am rejecting this response because once again Sale Auto Mall is making material misrepresentations of fact.

  First, other than its own self-serving statements, Sale Auto Mall still has not provided a copy of any signed written documentation that show that it was authorized to perform those additional unauthorized services, and the reason it has not done so is because there is no such documentation as it performed those additional unauthorized services that resulted in the damages to the vehicle, in violation of Article 15 B, Section 20-354.3 and Section 20-354.8 of the North Carolina Motor Vehicle Repair Act.

  Second, contrary to Sale Auto Mall's other self-serving statements, the service advisor never told me that he recommended the coolant, differential and fuel services be performed on the vehicle, and even if such recommendation had been made (which they were not), I would have rejected them because none of those services were necessary since the vehicle only had 58,079 miles on it at that time. In other words, the vehicle was practically still new and had not been driven to require those unauthorized services. In any event, Sale Auto Mall has not provided any documentation that those services were authorized BEFORE they were actually performed, and without such proof, it had no basis for which to charge for those services.

  Third, Sale Auto Mall was the only authorized *** service center that performed any work on the vehicle between April 2, 2022, and now, and the damages to the charge hose could only have occurred while it was in its possession, custody and control during the time it performed those unauthorized services which required the removal of the charge hose to perform those unatuhorized services.

  Finally, after it was determined that the charge hose was damaged and needed to be replaced, I sent multiple emails and letters to Sale Auto Mall with respect to the issues raised here, and not once did they respond until after the complaint in this case was filed. See Exhibits 1 and 2.

  With all this said, I am willing to accept the *** list price of $429.97 and Sale Auto Mall labor to install of $255 - for a total of $685 which is substantially less than the cost for the four hour labor cost charged by ***** *** of Raleigh North Carolina. Unless I am reimbursed for the damages caused, appropriate legal action will be initiated to recover the costs incurred for replacing the hose. See Exhibit 3. 

  Sincerely,

  
  
  *** *******

  Business Response

  Date: 07/29/2022

  Although we disagree, in order to close this complaint and move on, we do agree to pay Mr. ******* the amount of $685.00 as stated in his response. In doing so, we trust he will cease his complaints with our employees and our company. The check will be mailed to his address listed. We do wish Mr. ******* well with whomever he next chooses for servicing his vehicle.

  Customer Answer

  Date: 08/01/2022

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

• Initial Complaint

  Date:05/16/2022

  Type:Service or Repair 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.

  Vehicle: 2016 ****** ******** ****** ****** Purchase Date: April 5th 2022 Issue Details: Prior to purchasing the vehicle, the sales representative was asked to confirm that there were no issues with the vehicle. The sales person confirmed that the vehicle was problem-free, and all pre-sale maintenance repairs were performed. "However, should anything come up after I take possession of the vehicle - that both he and the sales manager would "Make things right"!" The very 1st day I drove the vehicle to work, it was very clear that there was a suspension issue - a persistent squeaky noise coming from the front suspension area. I immediately called the sales person who in turn reached out to his sales manager and both stated to me that "we will make things right" The vehicle was picked up and taken back to the seller who performed their own assessment & lubricated the suspension area. Upon receiving & driving the vehicle the next day - it was evident that the squeaky sound persisted. I reached out to both sales person and manager. Sales manager requested that when I find out on my end what was causing the noise, I was to inform him which I did. I provided the Invoice of the repairs and was told "We have reached the limit of what I am able to do!" I was also told by the sales manger to forward 2nd invoice & inform the service manager & mention that the vehicle was supposed to have been completely prepped for sale – while the following maintenance items were not performed: 1. Brake fluid was dirty and had to be drained and replaced. 2. Air filer and Cabin filter were dirty and had to be replaced. The email & voice mail has not been responded to by the service manager. I am seeking, if not a full refund for the following, partial assistance by Sales Auto Mall (Sale Auto Mall has both Invoices): 1. Suspension Repairs: $569.96 2. Two Service Items mentioned above: $403.87 I am asking the sales manger and the sales person to stand by their word: "We will make things Right"

  Business Response

  Date: 05/17/2022

  To whom it may concern, 
  
  I’d like to thank you for trusting Sale Auto Mall with the purchase of your vehicle.  
  
  As an act of good faith, we made attempts to address the squeaking noise coming from your vehicle. We found the vehicle is operating as designed. Due to normal wear over time, pre-owned vehicles may produce squeaks or rattles. As part of our reconditioning process, we perform a multi-point safety inspection and recondition every vehicle to ensure they are mechanically sound. Sale Auto Mall has an incredible reputation for selling reliable automobiles in our community and that reputation is incredibly important to us.  
  
  If you are unsatisfied with your pre-owned vehicle, we would be glad to assist you with trading it for a new vehicle. Additionally, we’d be glad to offer you $500 over market value for your trade-in. Please keep in mind that you are always welcome to have a vehicle, new or pre-owned, inspected by your trusted local automotive service shop before consummating a purchase.  
  
  We appreciate your business, as well as your feedback.  
  
  
  Thank you, 
  **** ******** 
  General Manager