ComplaintsforFlow Automotive Companies

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in the shop of Flow Audi of ********** since June 11, 2024. The fall of 2023 my A4 started consuming oil around a quart of oil every ************************************* Jan of 2024 it was determined that the enigmatic needed to be replaced. I did own a 3rd party warranty that agreed to pay for the repairs. The car was released to me in February supposedly directed by the warranty company. In May the car went completely down. June 11th, I towed into Flow. Not until 08/27/2024 after many lies did the work get authorized to begin work. The service manager went out on personal leave and not one person could confirm what was going on with my car. They even told me they were waiting on the warranty company to ship the parts. After a visit to the dealership on 09/10/2024 I met with *****. We together spoke with the warranty company confirmed the amount approved. The car was "repaired" and returned to me Tuesday 09/17/2024. Ensuring me the oil consumption was remedied and should last me life of the car. On Saturday 09/21/2024 the oil light returned. I returned the car on Sunday to only be told the car was not repair properly and I need additional extensive work that was not done. It is now Wednesday I have not received the details of the work needed as I requested a video and in writing the new repairs needed.

  

  Business response

  09/26/2024

  Our General Manager spoke to the customer on 9/25/24 to address her vehicle concerns. We resent the video from the previous service recommendations and we will provide the customer with a new video once we begin the additional repairs to replace the piston rings. As a courtesy, we provided the customer with a loaner vehicle on 9/25/24 while her vehicle concerns are being addressed. 
  
  
  Thank you

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like to report fraud and have documentation to support my claims. A recap of the situation below:- Dealer Issued State Inspection Tags on 6/7/2024 - Vehicle Serviced on 6/7/2024 to include ******* ************ update which encompasses oil and filter change, spark plugs replaced, wash/detail, emission and safety inspection performed - Owner purchased Vehicle on 7/17/2024 with Limited Dealership Warranty to include coverage for Engine, Transmissions, and Mounts - Vehicle was brought into Dealership on 9/10/2024 via tow truck as the car issued a warning to pull over and immediately service the vehicle due to piston 4 misfire - Vehicle diagnosed by Dealership on 9/11/2024 as needing new injectors and spark plugs which was supposedly performed on 6/7/2024 by Dealership. Also diagnosed with needing new engine mounts and due to excessively leaking hydraulic fluid.

  

  Business response

  09/20/2024

  The ********************* met with the Service Manager on Wednesday 9/18/2024 we supplied him with the vehicle's service history, repair orders and the carfax history report for him to determine if there was fraud. None was found.
  We replaced fuel injector #4 and spark plug #4, two engine mounts and performed a software update for the vehicle's 3G cellular bluetooth to improve the current technology. All repairs were covered 100% by the dealer.
  We have explained the completed repairs to the customer and he accepted our remedies. The customer picked up the vehicle on 9/20/24 to resolve the issue.
  
  
  Thank you

  Customer response

  09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.  I believe the VA State Police is still moving forward with criminal charges as they have asked me for some more information pertaining to my car title, but the Dealership has remedied my concerns pertaining to the work needing to be done (that had already been disclosed to me as completed) via the CarFax report.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asheville FLOW. The dealership lied to me based on specific conditions discussed before agreeing to sale (or signing any paperwork!) but after I (buyer) said I would like to buy the car. I have a timeline of all details, but I bought the car 7/3/24 and it is now 9/17/24. Salesperson said as soon as we saw the car that management already agreed to pay for the trunk to be replaced. Salesperson and I walked around the vehicle to agree on body work (trunk, divet, and a few scuffs), and sole saleperson noted all of these on a handwritten paper. He said the system was down. (I emailed him for this document 2x. He has ignored my requests but answered other questions in those emails.) I called the dealership over 10x after 7/8/24 (left messages and 1 voicemail, tried to reach management and also ignored by them) to get the work scheduled. No replies. Eventually, I was told by (salesperson), that they could not reach their body shop ******** on the Hill). Days later, salesperson said I should just call the shop directly. (He told me this 7/25/24.) I got an estimate from ******* for $4349.00. I emailed it to him, and followed up 2x, and he said his manager was out of town and he'd get back to me. Also, before signing, he told me that the dealership would clean the car after the bodywork (inside & outside), which didn't happen. My car still has sticky & oily spots inside and pet hair (I don't have pets.) There was also a sunglass holder pulled from the car (it was broken and hanging down during my test drive) that I was told would be fixed. Also, not done. Salesperson never gave me the carfacts report, as promised, and rushed me through questions about the car facts, saying I'd get that report later. Lastly, I was told the vehicle was not in an accident and had been certified by the dealership, but a 2nd opinion I got said new panels were changed, and the back brakes were shot and should be fixed immediately. Unfortunately, I don't have the money to replace them ($625).

  

  Business response

  09/19/2024

  We sincerely apologize for any delays in our response. Unfortunately, the manager in charge of this is no longer with the company. Our current sales manager has left voice messages on 9/18/24 and 9/19/24 but our phone calls have not been returned yet. We will provide a copy of the carfax history report and we are planning to have a body repair shop to repair the trunk and buff the car. We will bring the car back to reclean for delivery. We will also have the dents removed and replace the sunglasses holder as stated in the We Owe. We have reached out to the company to coordinate a date to do the repairs but we have not heard back from them yet. We will move forward once we are able to communicate with the customer to coordinate the necessary repairs.
  
  
  Thank you

• Initial Complaint

  09/17/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Flow VW of Asheville has now had my car for ~13 weeks (this time) and refuses to respond nor provide any type of update. The attached documentation describes the issue, and timeline, better than I can here in a few bullets. The original reported problem dates back 18 months or so, but Flow would never address as they claim they could not recreate the problem....despite me nearly being t-boned twice in the middle of intersections while attempting to turn left, where my car would stall/sputter and not proceed. Turns out this is a known issue with a documented history (but no recall) where ** has identified with their own Service Bulletin and suggested steps to repair. Other issues ensued but this was the primary one which started my unfortunate journey of dealing with this company and their woefully inadequate service department.

  

  Business response

  09/25/2024

  Our service team contacted the customer by phone and email on Friday 9/20/24 to address his concerns and to apologize for any delays in our communication. The parts arrived on 9/25/24  to perform the windshield installation.
  We are contacting the auto glass company to schedule the installation and we agree to keep the lines of communication open with the customer until the issue is resolved.
  
  
  Thank you

• Initial Complaint

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on December 24, 2023 because my check engine light was on. The issue is concerning a piece that they cannot seem to obtain and it is covered under warranty. I cannot pass an inspection and I am now being told I have to pay $35 for an inspection to fail and then go to the ** DMV to get an exemption. This is a dire inconvenience and I am being made to feel my issue doesn't matter. I have been a loyal customer for well over 10 years with **. No one seems to have a resolution to my check engine issue and constantly the response is "as long as it is driving and not making noise it is ok".The light being on is a nuisance and if i were to "miss" a payment they would be breathing down my neck! I am truly very unhappy and dissatisfied with the way this is being handled!

  

  Business response

  09/16/2024

  Our Service Manager spoke to the customer on 9/16/24 to address her concerns. Unfortunately, we have determined the vehicle's check engine light is on because it needs a pressure sensor which is currently on national backorder with no ETA. We have contacted several different dealerships to replace the part to no avail. We have explained this to the customer and informed her the vehicle is safe to drive until the part becomes available.
  
  
  Thank you 

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the attached document I've detailed my troubling experience with Flow Audi of **********, where my 2021 **** e-tron was left at the dealership for nearly eight months for repairs and recalls. Despite agreeing to a loaner vehicle swap on April 4, 2024, and being assured that it would be returned once my car was ready, the General Manager repossessed the loaner abruptly without notice, taking my wife's wallet and other personal belongings. My attempts to resolve the situation, including seeking an apology and resolution, were met with further obtuse gaslighting from the General Manager.

  

  Business response

  09/11/2024

  We have met with the customers to personally address their concerns and believe we have arrived at a resolution. Thank you. 

  Customer response

  09/11/2024

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Flow Chevrolet In ****************, with purchase of my used vehicle they gave me 3 courtesy Oil Change. While taking advantage of this perk I took my vehicle to Flow Servicing in ******* there they stated the tires would be rotated as well because that is how they normally do the oil change. After 1 1/2 hours of waiting at the Flow Chevrolet Servicing, they return my suv and once I drove off and while on the road a very rare noise occurred that came from my front right tire. It almost sounds like an air filter was not correctly placed back. I have went twice to this horrible place of business, where honestly, I feel profiled for being a woman and needless to add a Hispanic female. That has been made to feel looked down on. I was not only told that that was not an issue that happened from their servicing I was suggested that rocks cold be caught in my tire. All excuses were thrown my way. I have attempted to speak with **************** the HR personal that I was told to reach out to with no luck yet. I feel so violated and discriminated on. Especially because this is an issue that occurred right after they serviced my vehicle. And it's easy for them to just take no responsibility.

  

  Business response

  08/28/2024

  The customer was asked to visit our service department yesterday before 5PM but did not arrive until later. The problem is not due to the oil change/tire rotation as it has already been reviewed by our technician on 8/15/2024. We believe the next step is for the customer to visit so that we may ride with the customer to hear the issue before making a determination of what must be done. Please contact ************************* or ************************* at ************ to arrange a time for them to ride in the vehicle in order to hear the noise that the customer describes. 

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****** and ******************* 3:54PM (2 minutes ago)My husband and I made our first maintenance appointment for our car, a Mini ******, at the Mini of Raleigh Dealership. After inspecting the car, they said that one of our rims were damaged and one of them needed to be replaced. We bought a new rim from the dealership. They gave us an appointment that was weeks away, so my husband found a car service that could fix the car sooner, as we were worried about driving the car with damage rims. We found a business that could work on the car within a week. The mechanic could fix both rims and told us that a new one was not necessary. We never used the rim we purchase and never even opened the box. We tried to return the rim to the dealership, but the service manager said we could not return it because it was a custom-made item. Reading the receipt we received it states the following: Electrical and custom-made items can't be returned. To our surprise the factory tires rims are considered a custom-made product!!!! They failed to include that in the return policy statement on the customer receipt. There are several cars like ours with the same type of rims! We never ordered anything different that the rims that came from their factory. The new rim cost us ****** dollars. When I called the first time, they said would be a 50-dollar restoking fee. I gave them a bad review for stating that one of the rims could not be repaired. Today, the rims were nonrefundable. I think they are not happy we decided to go elsewhere for service. This is not an acceptable business practice. If the factory rims are considered a custom-made/special order item, they should list it on their refund policy disclaimer.

  

  Business response

  08/22/2024

  We spoke to the customer this week and have addressed the concern. We thank ************** for reaching out to let us know of this issue. 

  Customer response

  08/22/2024

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

  The business called and apologized . They told me that a refund will be issue to this week. 

  Thank you for your assistance. 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June of this year, I made an appointment to have my vehicle serviced at Flow Mini in *******. I arrived at the dealership on July 1st and was told they were not able to look at my vehicle anytime soon and I should leave the vehicle. I live 2 hours away, so I rented a vehicle and returned home and that was the last I heard from Mini for over 8 days. I attempted contact with the dealership daily, leaving messages as well as speaking to staff that were unaware of my vehicle. After a week I was contacted via text message by Flow automotive group to ask how my service experience was. It was only then that I was able to explain the situation and was told they would put me in touch with the ** after speaking with the corporate representative I returned the vehicle to a local rental company. I was not in touch with the ** for another 4 days. After finally speaking with the ** it was another 2 days before I was given a diagnostic and another week before I was given an estimate for the vehicle (7/12.)I had contacted ***************************** at Flow Corporate in order to seek reimbursement for the rental vehicle, $486. I was offered an apology; they do not claim responsibility for customer rentals however under the circumstances I am seeking reimbursement. A minimum exchange of any information from the dealership at any point it time would of lead to a number of different decisions none of which I could make The decision to do nothing cost more than the price of a rental vehicle as a result of this "do nothing" policy.

  

  Business response

  08/12/2024

  We accepted the customer's vehicle with the understanding that it would take several days to provide a resolution. We provided the customer with our findings promptly after inspecting the vehicle and we only experienced further delays due to the customer's request to involve the other dealership. We have no ability to move forward without further conversation from the customer and unfortunately, MINI does not provide rental reimbursement for her time spent.
  

  Customer response

  08/12/2024

   I am rejecting this response because:
  In response to Flow Minis statement.  There is a discrepancy in their dates as well as communication efforts.  Upon vehicle drop off there was no time estimate given. The car was left at the dealership in the morning and the front desk service member stated they would be in touch. This was Monday, July 1st. Numerous attempts were made to contact the dealership and service department directly.  After speaking with a few staff members, I was transferred to voicemail.  Friday July 5th, I was sent a follow-up service message from ****, an employee of the dealership owner, Flow Automotive.  Upon learning no service or communication had taken place, **** (via text) stated she would get in touch with the service department and the *** ***** and that they would be in touch with me that day.  It was another 4 days (Tuesday 9th)until I heard from ***** and yet another week (Friday 12th) until I was given an estimate for my vehicle.  A complete and total lack of communication at any given point in time has cost much more than a rental car and could have easily been prevented. 
  
  

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I traded in my 2013 **** F150 and $2,500 cash deposit on a 2022 ****** outback. I completed the transaction on 3 August 2024. I drove it home and updated my insurance company. On monday morning the vehicle would not start. The dealership towed the vehicle back for repairs on monday. At the end of the day they could not figure out why the car would not hold a charge. At that point I told them that I wanted my truck back and my deposit. I have yet to see my truck or my deposit and they still have the 2022 outback.

  

  Business response

  08/08/2024

  Our General Manager and Service Manager immediately contacted the customer on Monday 8/5/24 to address his vehicle concerns. We determined the vehicle would not start because it needed a battery. We replaced the battery with a new battery and performed a draw test on the  vehicle which was all clear. We towed the customer's trade in back to him on Monday 8/5/24 but he would not accept it and returned the vehicle back to us. The customer did not pay the deposit in cash, it was paid via credit card. We have refunded the $2500.00 deposit back to the customer's credit card and emailed him a receipt. Please see attached. We are waiting for the customer to contact us to pick up his trade-in vehicle and to please return the second key to us from the 2022 ****** Outback to resolve the issue.
  
  
  

  Customer response

  08/09/2024

   I am rejecting this response because:  

  The response from the dealership is unreasonable and not accepted. They have had my vehicle signed over to them along with the title. I have had to be inconvenience with changing insurance three times due to this, not to mention driving over there four times. I made more than 30 phone calls to their facility in recent days with no return call from anyone. This is not good customer service. They have had my vehicle for over five days and it is not known what has been done to it since then. I have also been inconvenienced by not having a second source of transportation. The reasonable thing for the dealership would be to honor the written contract. $5,000 for my (now their}) vehicle which is well over the $5,000 they offered. My credit card was not used as a down payment, it was a debt card. After talking to *******, he originally deposited $2500 back into my acccount. My bank has a record of that transaction. I checked my account one hour later and it had been retracted. This alone is unacceptable. As far as the 2022 Outback, I have saved on my phone the video of the ************ rep. that reveals him saying he did not know why the battery could not keep charge. That means they have gone through three new batteries in six days.  Again, unacceptable. And this was sold to me as a certified pre-owned vehicle. There is a pattern of deceptive behavior on the dealership's part. I am not asking for anything unreasonable under these difficult circumstances. I am not asking to be remunerated for the time and extra effort I have extended nor the $900.00 spent on my part to retain an attorney. I feel that the reasonable thing for Flow Auto. is to deposit (and honor their contract), by deposited the original $5,000 plus the $2,500 for a total of $7,500. This is my final offer. My sincere appreciation to the BBB for attending to this matter. Regards

  
  
  
  

  

  Business response

  08/09/2024

  Please see attached.

  Customer response

  08/12/2024

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

   

  Thank you so much at BBB. I have my truck and deposit back. You can officially close the case. Thank you again

*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. ↩