ComplaintsforFlow Automotive Companies

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2013 *** was operating perfectly, no issues, no warning codes and I took it to Flow BMW in ************* just to get an Oil Change. I drove my car home and the next day my car lost power and shut down. I had it towed back to the Dealership for a Diagnostic Test and that's were the major problems began with a major cost. I then had my car towed to another accredited Dealership. They did a Diagnostic Test and basically said, do to low or no oil, I needed a whole new motor. I made contact with the Service Manager, **** who was very rude, and showed no sympathy or empathy of what I was expressing to him. That this issue had to have come from the oil change. I later contacted the **************** and was connected to the General Manager of the Dealership. After not wanting to take the responsibility of my car do to what I felt was negligence from the technician (either not enough oil or didn't properly put the cap back on). I asked to see footage of the service. My husband and I meet with the General Manager ***** and Corporate Representative ****** to view the view after it took over 2 weeks to view. The video that was shown, never showed what took place in the Bay where the technician supposedly performed the Diagnostic Test. I explained that's the crucial part that I needed to view. I was told they didn't have that footage. After I explained this isn't showing any proof that the Technician didn't put oil back into my car to cover any negligence. I was told, that the key code showed that the Oil Level was O.k. I then asked if it was O.k., then why did I get a Warning that my Oil level and Oil pressure was low. After *****, the General Manager rudely told my husband and I we ONLY had 30 minutes to say what we had to say and ask any questions, we left the meeting to No Avail. They still refused to take responsibility to the damage of my Car after have spoke to the mechanic that did the Test at the other mechanic and noted the cause of damage

  

  Business response

  07/17/2024

  We performed an oil change on the customer's vehicle on 5/28/24 at which time we made recommendations noting there were multiple oil leaks, rear brakes and rotors were approaching minimum specs, replacing worn drive belts, oil filter housing gasket and the valve cover gasket on the vehicle. All recommendations were declined. We informed the customer of some of these indications in previous service visits, all were declined. Please see attached.  After the service visit in May 2024, the vehicle exhibited error messages of low oil pressure which caused the vehicle to lose power. We rechecked the work and the oil level was okay. The oil change did not cause low oil pressure. We have explained this to the customer multiple times. This is simply an unfortunate incident due to mileage and time on an eleven year vehicle. Because of this, the customer did not believe us and requested to see video security footage. We requested the video footage on 7/5/24, received it on 7/12/24 and invited the customer and her husband in to view the video footage on 7/15/24. We were not rude to the customer, only informative of time. There was nothing suspicious on the video footage as the customer predicted. There is nothing more that we can do unless the customer wants to authorize the additional work needed on the vehicle.
  
  

  Customer response

  07/17/2024

   I am rejecting this response because:
  
  They went back and pulled History that had nothing to do with the issue that's currently at hand.  Due to little or ******* it affected my Timing Chain.  Also, I was told that I would be viewing the Security Video to see what took place once my car was pulled into the Bay Area were the Technician checked it out.  Seeing this video could prove whether more oil was put in, or not.  They Did Not show me that video. They only provided a video of my car in the Service area. Even though my car is older, they do not have a full history of what has and hasn't been done.  If you read other reviews, they are known for recommending all types of services needed.  I take good care inspite of their recommendations.   I decline services with them because Flow isn't my primary Mechanic.  I only take my car there when it's time for an oil change. The times they have given me a list, I take it to my Certified Mechanic and during their diagnostic Test, most issues were not needed or recommended. I'm sure loosing my business means absolutely nothing to them because I'm not a regular customer that spends a lot of money with them.  I pray that Justice will be Served, if it doesn't happen with me, you best believe it will happen. I will continue to spread the word about the non professional employees and the Negligence from your ****************** and Advise everyone to read the Reviews and BBB before taking their car there.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used vehicle it's a 2018 Honda Pilot. It broke down 3 days after the purchase, I had it towed back to Flow Automotive on 5/31/2024. It was purchased on 5/28/2024 broke down on 5/31. It was so called repaired on 6/11/2024. I picked car up on 6/12/2024. The car cut off again on 6/16/2024 in ********* **, I had a car full of kids on the way to *********. The car was towed to a AAA dealership in ********* then transported to Flow Automotive in ********** on 6/17/2024. I was told that car was repaired on 6/27 so I picked the car up on 6/28/2024 the car again began having problems on 6/28/2024. I am so upset and frustrated with this car and lot. I purchased this car from a reputable company not just dome fly by night company. Please help me

  

  Business response

  07/03/2024

  Our General Sales Manager spoke to the customer and her husband on 7/1/24 to apologize for any inconvenience and to address the concerns with the vehicle. We agreed to recheck the vehicle and to do an extensive test drive before returning the vehicle, which the customer found to be acceptable. We have the vehicle in the shop at this time performing the necessary repairs.
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a *** Audi in February, only to find out that the car has a non-working communications module. This module is a safety feature of the automobile, in that it alerts authorities automatically, if the car is an a serious accident. The dealership had the automobile on its lot for quite some time and did not bother to fully assess the car - otherwise they would have found the faulty communications module (as an Audi digital agent ascertained in 10 minute phone call). The *** designation for a used car is suggestive of a higher level of review of the car, with the dealership "certifying" its roadworthiness.

  

  Business response

  06/18/2024

  We have explained to the customer that the vehicle passed the certification preowned (***) process because the communications module is not a *** requirement of the manufacturer. The *** warranty is also still intact and we were not negligent, we simply followed the manufacturer's requirements for certification. If the communications module were a safety issue, the manufacturer would recall it as a stop sale but this is not the case. We have explained to the customer that once the part arrives we will make the necessary repairs to the vehicle to resolve the issue. We have also offered to purchase the vehicle at the current market value to resolve the customer's discontent. If the customer would like to move forward with that option, he may contact the General Manager directly.
  
  
  

  Customer response

  06/18/2024

   I am rejecting this response because:
  

  The offer from Flow does not resolve my issue. I was sold a car represented as fully CPO certified.  If "CPO" means that the car is 80-90% functional, so be it, but Flow should directly state this or suggest that Audi change its direction with respect to CPO certification.  It is completely disingenuous for Flow to use CPO as a marketing/sales tactic, and then hide behind it when it suits a different purpose.

  Further, had Flow bothered to follow its own delivery procedure for selling a car to a new owner, it would have uncovered the communications module issue and, had it been made known to the customer, he/she could have made an informed decision about the purchase of the vehicle that was not fully functional.

  Finally, the offer to buy back the car at current market rate ignores my months of ownership that were under some sort of duress.  If Flow were to offer to buy back the car at the price I paid, plus some additional "hassle" percentage, I would consider that offer and we could negotiate.  As it sits, Flow wants it all... have me continue to pay for a car that has yet to be delivered to me, or buy it back at some discounted rate.  

  I will continue to make my case in this and other venues. 

   

   
  

  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2018 Mini ****** from the ******* location on February 17th, 2024. Since purchasing my car, Ive had to travel to the service department three times. My complaint is about the latest encounter. The car they sold to me had a hole in the window of my trunk, which leaked water into my car after a rainstorm. I brought the car in, explaining that the leak mustve been present before they sold me the car, because the first time it rained I ended up with a soaked trunk. The repair was billed through a warranty I purchased along with the car, but I was left with a $250 deductible. In addition to that expense, I was told my spark plugs needed to be changed. I explained to the service team member that I hadnt had the car for long and didnt believe I had driven it anywhere close to the mileage of needing new spark plugs. He responded that spark plugs are changed every 40k-50k miles and the person who had the car before me hadnt gotten them changed. I honestly think its ridiculous that this company didnt change the spark plugs before selling the car to me. The car had ****** miles when it was sold to me which they knew was ***** miles over the normal spark plug change limit. This added another $290 to my total. That being said, everyone in the service department has been very kind to me and I do not have any issues with them. I do, however, have a problem with the overall dealership in that they have left me with a $529 bill of expenses that couldve been avoided had they done their due diligence. I am a young woman and this is the first time I purchased a car on my own. I havent even been able to enjoy this milestone, nor my car, because of how many times it has been dragged to the service department. I have no issue paying bills for normal wear and tear and I expect maintenance charges to come with any car purchase. But, I did not expect so much maintenance to be needed on my vehicle within the first three months of purchasing it.

  

  Business response

  06/10/2024

  Our General Manager spoke to the customer on 6/7/24 to address her concerns. We agreed that refunding her expenses is the right thing to do. We will mail a check for $529.80 to the customer and she should expect to receive it within the next 7 - 10 business days to resolve the issue.
  
  
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 2nd, my *********** purchased a 2024 Honda Pilot from Flow Honda in *************, 90 minutes away from us. We were given a 30 day NC temp tag because we already had a VA tag to transfer when the title work was processed. I requested that the title work be sent to my local *** office but they advised me that they could not do that. I asked how long it would take to get it processed, & was told 2-3 weeks.Mid-May, I emailed two different people at the dealership that I had email info for. No response. So, on May 28, I began trying to reach someone by phone to try to find out when/where my title work was sent to. I was transferred to a different voicemail each time & never got a call back. I then sent a message online to customer care & got a call back from a finance manager at the dealership. He advised he would look into it. He texted me back & told me that Virginia had my ************** would be processed Monday, Tuesday at the latest. I responded to the text asking where exactly it was & that I needed another temp tag because mine was expiring 6/1. No response. I called the dealership on 5/31 & requested to speak to the general manager. Left a voicemail. He did not call me back, but ****************** did. He advised me (after more questions) that my paperwork was at the ********, VA *** for processing. I advised him that I would call the *** to find out if it was there. He advised me if it was not done by Monday that he would overnight me another temp. I called the VA *** Saturday morning who checked with that ************* did not have my paperwork. I called Mr. *** back twice on Saturday & advised him that I needed another temp tag sent. Left two voicemails, no response. I even sent an email to the **** ********, on Monday, 6/3. Nothing. It is now 6/5 & I have not heard anything from Flow. I have a vehicle in my driveway that I cannot drive because they dont care enough to respond or send me another temp tag. They have our $, so they are done with us.

  

  Business response

  06/12/2024

  Our Sales Manager spoke to the customer to apologize for the delay in processing the tag. We have delivered the tag and title to the customer to resolve the issue.
  
  
  Thank you

  Customer response

  06/12/2024

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

  It is rather frustrating that it took this move to get anything accomplished. I received a phone call from the manager within 2 hrs of filing the complaint. It should have come to that to get a response. 
  I also had to drive 40 minutes to pick up my tags and title after they were held at the *** hub at the request of Flow. It was supposed to have overnighted to my home.
  Outside of our salesman *****, ******* in finance, Zilpah in compliance and the delivery specialist, this experience was a nightmare. This handful of people were some bright spots in the process. 

  Glad its over and I have my tags and title. Way too much time was spent on trying to get this done that shouldnt have been. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/23/24; I sold flow ****** my car for $300. They said a check would be mailed in two business days. Check never arrived and when calling to inquire, they send me to voicemail.

  

  Business response

  06/04/2024

  We sincerely apologize for our oversight and lack of communication in responding to this check request. We confirmed with the customer on 6/4/24 the check has been prepared and he should expect to receive it within the next 7 - 10 business days.
  
  
  Thank you
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  After having to have the same part (duplicate electronic key) ordered supposedly on three separate occasions and each time the quoted cost of parts and service being $75.00. Flow *** of *************** charged my wife $484.24 for an additional required multi-point inspection which I did not ask for or have scheduled. Had just had the vehicle in two weeks prior for multiple fluid changes. Had I been at the desk I would have left without the key and not paid them anything. Total scam.

  

  Business response

  05/31/2024

  Our Service Manager spoke to the customer on 5/29/24 and explained the cost of the programming was $75.00. We asked the customer for the price quote where he is suggesting the cost of the key and programming is $75.00 but he could not provide it. We did not charge the customer for a multipoint inspection. This is a courtesy inspection performed on every vehicle each time the vehicle comes in for service. The customer is not due to receive a refund because he paid $400.00 for the cost of the key and $75.00 for programming the key, plus taxes and shop fees which equates to $484.24. We made multiple attempts to contact the customer but our phone calls have not been returned.
  

  Customer response

  05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I spoke with the ** and was satisfied with his explanation although I did point out that there are employees quotes on pricing that probably should not be doing so without more oversight from the service department actually conducting the work.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 12th, the 2019 X5 Xdrive 50i was taken to Flow ************* Shop to be repaired at the rear of the vehicle since it had been in an accident. Some modifications were requested from ************************* to change the rear bumper to that of the 2023 M model, and the exhaust, which my husband acquired and took to the shop.On the 28th, I received an estimate for the upgrade from ********************* of what I should pay for the 2023 M bumper and parts, which would be $53.14. (Estimate attached)Today, 05/21/24, my vehicle has been in the shop for 1 month and two weeks, and ************ informs me that we owe $7,636.82, with no deduction for the exhaust that was purchased or the $53.14 for the bumper difference, which ************ himself indicated was the only amount we should pay for the bumper upgrade. We requested a detailed invoice of the parts and adjustments that should have been made, to which ************ responded that this invoice would take an additional week to be prepared.We believe the amount being charged is unacceptable since there are no discounts for the exhaust my husband acquired not the shop( this exhaust comes with bracket, clams, and everything to been installed) and was not installed, and I have videos showing that the exhaust is not installed. Parts were purchased without prior notification to us and without our authorization, despite knowing that my husband could find them at a better price, to which Mr. ***** response was that he did not have to accept such agreements Sure, here is the corrected sentence:But yes, ************, I accepted that my husband acquired the exhaust who pay $2,735.95. Flow Luxury and Body Shop is billing me the same amount that the insurance company paid, charging us for the exhaust we purchased ourselves and the bumper without the deduction that was quoted to us. This is theft and fraud on the part of this company. They are not honest.

  

  Business response

  05/24/2024

  We met with the client on 5/23/24 to explain the charges. She stated that she is satisfied and appreciates our efforts. The client stated that her husband is an over the road truck driver that does not speak English so there was a misunderstanding regarding the work performed which we were able to clarify with his wife to resolve the issue.
  

  Customer response

  05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. After having a conversation, a reasonable and amicable agreement was reached among those present. I thank the management and staff of Flow BMW for taking immediate action and resolving the situation quickly and professionally.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about March 14th 2024 I paid $500.73 for a check engine light on my 2006 Cadillac CTS. ***** in service informed me prior, the problem was a bad injection coil. I said ok to the repair. On the 26th of March 2024, the check engine re appeared, I had to get towed home. I contacted the service department and I was told, I needed to spend more funds to solve the problem. That's the issue I'm struggling with. If the problem still persists, The repair didn't solve the problem just prolonged the problem with more damage the to the vehicle. I talked to ***** about my concerns, which led back to more money. The issue is not a matter of more money but a sure case of not fixing the repair at hand. Annual inspection due before May 31, 2024.

  

  Business response

  05/06/2024

  We advised the customer initially the check engine will remain on until other items are addressed. Please see attached. The ignition coil was replaced but is not the only failure at this time. The customer was given a quote for the items needed causing the check engine light concern but he declined the repair. There's nothing more that we can do unless the customer is willing to authorize the necessary repairs.
  
  
  Thank you

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have a Diesel Gate 2014 ********** Jetta TDF that has a 10 Year Extended Warranty. I was charged $202.24 even though this was under warranty. The was on 07/25/2023. I found out 6 months later I was incorrectly charged when I went ****************. I worked with ********************************* from the ********** dealership. He called me in February, and said my check was in the mail. I would like to have your help in getting my money, I still have not received a check.

  

  Business response

  04/15/2024

  We sincerely apologize for our oversight in responding to this refund request. We have prepared the check to be mailed and the customer should expect to receive it within the next 7 - 10 business days.

  Thank you

*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. ↩