ComplaintsforJ.T. Auto Group

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/18/2023 I traded in a vehicle and purchased a van and a car (2018 ***** Accord) from ******* group in *******, **. I purchased an extended warranty at that time. On Tuesday 2/21, I was driving the car & all the lights on the dash came on, the car was jerking, and it wouldnt go over 45mph. I contacted JT Auto group. They picked up the car and returned it 2/25. On 2/27, I reached back out to JT Auto group because the car started jerking again & the ** didnt work. They picked up the car & because I received the run around about them bringing it to me I picked it up myself on 3/4. On 3/24 it said the car was overheating. I took it to the local ***** dealership (***************) on 3/28. The coolant was so low it was causing the car to overheat. I was informed there was over $1000 In maintenance that needs to be done to the car. I had $510 of the maintenance completed. Then on 4/2, all the lights came on the dash again. I took the car to *************** & left it until they opened on 4/3. I left them the warranty information. I was contacted by ***** that the warranty company said the status is pending that I needed to contact JTAutogroup. I called them & after being hung up on & given a couple different numbers to call I was told that the warranty hadnt been paid for yet & the service manager( *******) would be contacting me to discuss further steps. My car is still at the local ***** dealership waiting on word of how to proceed. I havent heard from the service manager at JT Autogroup.

  Business response

  11/30/2023

  To whom it may concern,
  
  
  This is the response to complaint ID #********: Upon contacting our sales department, your vehicle was promptly towed to our service department where our service manager personally attended to the repairs needed. Our service manager provided you with their name and direct contact number in order to facilitate efficient communication and address any further concerns you may have had.
  
  
  When you experienced a subsequent issue with your vehicle, you reached out to a different department. Unfortunately, our service manager was not made aware of this second issue until a complaint was filed with the BBB. As soon as our service manager became aware of the situation, they immediately initiated contact with you and arranged for your vehicle to be towed back to our service department. When the second round of repairs was completed, we offered to tow your car back to you as soon as we had a tow available. However, you expressed your preference for it to be on your own time frame. Due to our inability to meet this demand, you decided to come and pick up your car.
  
  We understand that the BBB complaint also addressed warranty concerns that were not previously brought to our attention. Once our service manager was made aware of these concerns, they promptly contacted our warranty administrator, who rectified the issues in a timely manner. Our service manager then reached out to you directly to inform you that the issues have been resolved.
  
  It is important to note that the service department was unaware of any maintenance issues ***** may have recommended prior to this complaint. Please note that maintenance services recommended by the manufacturer are voluntary and not necessarily required. These services are specific offerings provided by dealers and are not considered essential repairs.
  
  
  
  
  ***************************
  Service Manager
  JT Auto Group/******** Group/********
  ************
  www.jtautomart.com

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a car that company did not disclose had bumper replaced and was spray painted (undercarriage and bed), engine issues making unsafe to drive. Car was purchased 12/10/22 and engine light came on 12/17/22 diagnostic code indicated serious issues. Issues were preexisting and not disclosed. Company does not use "******" and when asked about history was lied to about why there were no service records for two years. All disclosures indicated "no" but assessment by body shop shows several body and mechanical issues. ****** review by a former employee alleges that rust and other body issues are simply painted over and warranty company is owned by the owner of the dealership, huge conflict of interest. Additionally, warranty typically will does not honor claims so the owner is robbing people twice.

  Business response

  12/21/2022

  Would like to thank you for sharing your complaint with with the BBB. Upon arrival before purchase of all our pre-owned used vehicles and before making the decision to purchase any of our vehicles. We don't use ****** what we do use to disclose the history of the vehicle is the *********. A test drive is done as well prior to making a decision to purchase any of our vehicles. That being said, when the vehicles arrive to our locations they are processed for service maintenance, cosmetic touches, detailed, then priced, and placed on lot for sale.  When a warning arises like a check engine light for example after purchase, it only takes 15 miles to 24 hours for that check engine light to turn on if it was a serious matter. By the way we don't own a warranty company that is a third-party source we utilize. You as the buyer make the final decision after doing your own research prior to purchase. We did offer an initial diagnostic at no charge to you since, we had previously made an appointment we previously arranged as mentioned on the due bill to replace the tail light as agreed during time of purchase. At this point what was done to the vehicle after purchased should not be our responsibility there in. 

  Customer response

  12/21/2022

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

   

  You did not disclose that the undercarriage had been painted to hide rust nor that the bumper had been replaced all issues that would have pointed to Major repairs being done in the past I did ask why there were no service records for 2 years at which point I was told because it was a fleet vehicle and all services were done in house which means any mechanical issues would not have been reported under that VIN. Additionally it is very likely to check engine light came on however your technicians can clear it as any auto shop can using the diagnostic device. That being said I understand it's not illegal to sell vehicles that are in bad condition it's a different thing to sell vehicles claiming that they're in good condition when they're not and that is where your business engages in unethical practices. 
  
  Sincerely,
  
  Angela Ward

*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. ↩