ComplaintsforMerchant's Automotive Group, Inc

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car a merchants auto and it have been more in the shop than with me and for the same problems. They always said they fix it and when I come back is not. Worse service dealership I have buy a car from. I bought it two months ago and only used it for 21 days.

  Business response

  05/21/2024

  We have made repairs to ******************* vehicle as recently as today.  We have addressed all his concerns and made repairs as needed.  Some of his concerns are normal characteristics of the vehicle so we cannot change/improve those - he has been made aware of this and understands.  His most recent concern a 'no start' issue that turned out to be a faulty battery - we paid for the tow from ******** Mass and are providing him a $100 gift card for his inconvenience.  

  He has not been charged for any of these issues as we have done the work as goodwill.  

  I understand his frustration but feel that we have been understanding of his concerns and taken the appropriate actions to remedy them.  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a **** Escape 3/13/24 and on 5/9/24, the car broke down due to a broken high pressure fuel pump, camshaft and cam follower. Called the dealer several times as the mechanic told me it would have been present at the time of purchase and I was never informed. They sold me a faulty vehicle and now refuse to help out with it whatsoever. Im now looking at having a broken vehicle and a $20,000 loan. I mentioned at the times the **** seemed to rev so I brought it up and was dismissed as it being a newer automatic vehicle (switched from a manual).

  Business response

  05/24/2024

  We sold this vehicle on 3/13/24 at ***** miles - the vehicle was purchased state inspected / as is with no warranty - the customer did not purchase an extended warranty at the time of purchase.  The vehicle passed NH state inspection.  The vehicle operated properly at the time of sale and had no warning lights on or cause for further diagnosis.  

  The paperwork/repair order provided by the customer with this complaint shows that on 5/9/24 it had ***** miles (5535 miles more than at time of purchase).  The statement that we should have known about this failure is simply not valid as we had no cause to remove or inspect for a failed fuel pump tappet or camshaft at the time of sale.  As evidenced by the fact that the vehicle operated over 5000 miles in the past 2 months since purchased.  

  We are sorry that the customer is experiencing these issues, but we cannot offer any assistance.

   

  Customer response

  05/28/2024

   
  Complaint: 21704448
  
  I do not accept the business's response as a resolution to my complaint because: An extended warranty was never offered to me, the sale was rushed after hours. Warranty paperwork is NOT filled out properly. I brought up shifting problems and revving of RPMs up to my salesperson who told me it was normal operation for the vehicle. Youd think a company thats about selling safe, reliable vehicles wouldnt have as many 1 star reviews across all services about this EXACT problem occurring to multiple other customers. Youd think a dealer that says they stand behind their vehicles that they would be willing to HELP in any capacity, not necessarily to replace without a cost but SOMETHING other than IGNORING THE CUSTOMER FOR FOUR DAYS STRAIGHT AND BASICALLY TELLING ME TO F*** OFF WHEN THEY DID RESPOND.
  Sincerely,
  
  *********************

  Business response

  05/31/2024

  We restate that this vehicle was sold as is, state inspected with no warranty.  The customer did not purchase an extended warranty and that the vehicle has been operated for over 5000 miles since purchased in March.  

  We are also appreciative of the customer's business, therefore we are willing to pay 50% of the estimated cost to repair this issue as a one-time goodwill gesture.  The amount we are willing to pay is ******* - we will issue such payment to the repair facility by credit card at time of completion and they provide us a copy of the invoice.  

  This implies no warranty or guarantee of any kind on the vehicle and as stated is a goodwill gesture and is our final decision.

   

  Customer response

  06/03/2024

   
  Complaint: 21704448
  
  I do not accept the business's response as a resolution to my complaint because: The car in question has already been surrendered to the lender as the cost of fixing the vehicle was totaled to be $9,700 with labor due to it needing an entirely new engine as well, due to debris built up over the last few months. Unfortunately I am now unable to get a loan ANYWHERE for 7 years until it falls off my credit. And now have to drive a 30 year old vehicle that is unsafe for me and my child. I am severely disappointed in my service with Merchants, they did nothing to try to remedy the situation on their own. I will be bringing my loan documents to an attorney at this point. I have and will continue to steer ANYONE I come in contact with NOT to purchase a vehicle with Merchants. Looking at their reviews, I am NOT the only person they have done this too. They seem to be in the business of selling crappy vehicles and avoiding selling extended warranties to protect their customers. This is a shady business and the sales people should be ashamed of themselves for selling me a faulty vehicle, not answering questions and genuinely having the absolute worst customer service skills I have ever encountered in my life. 

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

• Initial Complaint

  04/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 3/24/2024 I went to Merchants Auto with my 19 year old daughter so I could cosign on a loan with her. We brought a trade in which they gave us ******* for. The interest rate was pretty high and I opted to apply for a loan from my credit union. They car was not actually ready to take home. It still needed to be seen by the service department. While there in addition to the mechanical things they wanted to check we pointed out large chips in the windshield. Merchants had already circled some of them in yellow. Our sales person *** told us not to worry they should replace the windshield before we get the car. On 3/28/2024 We went to the credit union got a check and brought it to Merchants. The car was still not ready. They took the check which was paid to them on 4/1/2024.I have been in contact with them 2 to 3 times a week since then. The car is still not ready. Each time I call they tell.me they are working on it and it should.be ready soon. I am paying insurance on the Malibu but the dealer still has possession of it.When I spoke with **** in service today he was unaware of any issue with the windshield. The dollar amount I listed does not include the ******* Merchants gave us for the trade in. It includes our ******* down payment which was put on credit cards and the check from the credit union.

  Business response

  04/12/2024

  We have spoken with this customer regarding their concerns. The vehicle is having a mechanical issue that has been hard to properly diagnose. Which has lead to unexpected delays. We offered the customer a completed refund and unwinding of the deal as an option if they preferred not wait any longer. The customer has decided this is the vehicle they want and are willing to wait for it. We have sense brought the vehicle to Banks Chevrolet in ******* for additional diagnosis. We will stay in contact with the customer as we have updates. 

  Customer response

  04/15/2024

  I have found a different car with a different dealer.  Called late last week to let Merchants know that I will be coming in to unwind the sale.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I purchased my vehicle I was told I would get free inspections for the life of the car. I have tried for 3 weeks to schedule a service call for an inspection and an oil change. No one calls me back. I have explained to the girl who answers the phone I need this done in January. She keeps telling me that someone from Service will return my call but they have not. I had to schedule an inspection somewhere else and want to be reimbursed for this. When I called Merchants to tell them this I was told they don't do that and there is nothing they can do.

  Business response

  01/30/2024

  I have left a voicemail for the client stating that we are happy to reimburse them for the cost of the state inspection.  They just need to get us a copy of the invoice where they paid for it and we will issue them a check.  

  This is our normal policy so I'm looking into why they were told differently --- I have also apologized to them for the inconvenience and misunderstanding.  

  This should settle the concern.  

  Customer response

  01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******70, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 17, 2023 I went to Merchants to purchase an SUV. I test drove a Chevrolet Equinox, I liked the car and moved forward with the financing, waited about 40 minutes and was told because I owed too much on my trade, which I purchased from them 2 years ago, they couldn't get me that SUV. The salesman said they did have another SUV they could get me into, a Mitsubishi Outlander Sport but they couldn't find the key. They did have a key for another Outlander Sport, same year and mileage so I took that one out to test drive. When I got back I asked if the one I drove was same year and mileage why can't I purchase that one? The salesman said it was because of the way they owned it, no idea what that means, I told him I didn't want to buy a car I hadn't driven and he said I had 7 days to return it and they could cut a key and I could pick it up the next day. The car has a smart key which has to be ordered, not cut. I looked online and saw almost 80,000 of those SUV's were recalled and had bad reviews. I went to the salesman and finance guy and told them what I found out and I wanted my keys. The finance guy was extremely rude and said take your keys and you can leave. The whole thing was very stechy and reminded me of why so many used car dealers have a bad reputation. I will never go back there!

  Business response

  12/26/2023

  We have spoken with the customer about her concerns and apologized for her poor experience at the dealership. After discussing the customers experience, there were certainly things we could have done better to improve her visit.  We understand we should have communicated better throughout the process especially regarding why 1 vehicle may fit the lender loan to value guidelines better then another. We have also recently added a key tracking system to help avoid future issues with misplaced keys which in this case lead to a lot of the confusion and uneasiness. It is important we treat all customers properly and with respect.   

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from Merchants Auto 2 1/2 weeks ago and the check engine light turned on. I went in to speak with them about this issue, and I had mentioned I’d done my research after they told me this “wasn’t common” and the employee raised his voice and said I was threatening him, and wasn’t going to help me. I told him that it wasn’t a threat, just that I was saying I had done my research. That didn’t seem to matter because he said the same thing. I told him due his response, I will be filing a complaint now. I tell you I’ve done research and you take it as a threat? And raise your voice? He also continued to yell at me as I walked out because I was not being spoken to like that. So unprofessional. I want my car fixed, and I need a loaner for it sooner than in 3 weeks. I’m an RBT and I work in home with children, I travel a lot.

  Business response

  08/04/2023

  Hello,

  I have called the customer this morning 8/4/23 9:22am and left a message and waiting for a call back from the customer. I will also be sending an email to the customer to see what we can do to help resolve the situation. 

  Thank you

  Corey 

• Initial Complaint

  02/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  December of 2022 I have purchased a commercial vehicle from Merchants Automotive Group **** ******* *** ******** ** ***** and still have not received the title. I have made several attempt to contact the dealership to get more information of why it is taking 2 months for the title to be mailed, each time I hear the same answer that they will “look into it”. The vehicle was purchased for business use and as of today it is not road ready without the title and registration cousing me stress and financial losses for last 2 month,as today still I am waiting for title and registration

  Business response

  02/16/2023

  this is certainly taking a little longer than it normally should.  we use a 3rd party service to handle all out of state registrations and some states take a little bit longer than others to complete.  we did have a delay on our end in collecting some of the necessary documents, so that certainly did not help.  it is currently at the Michigan DMV and will be overnighter back to us once the registration is complete.  i will keep everyone informed of any changes in status.

  Customer response

  02/23/2023

  I cannot accept this response from Merchants Automotive Group, Inc. The statement made in the
  previous response taking a little longer than it normally should is an understatement as it has been
  over two months and I am still without the vehicles title and undermines the importance of my time. I
  will state again that this inconvenience is causing a tremendous loss for me (roughly
  $10,000/month), I am the soul provider for my family and am unable to work, also having to make
  my loan payments for this vehicle that I cannot drive/work with. As mentioned in last response from
  the seller we did have a delay on our end in collecting some of the necessary documents Also
  mentioning that Merchant's Automotive Group, Inc uses a 3 rd party to handle out-of-state
  registrations and can be contributing to this delay. This confirms that the delay is on the seller
  (Merchants Automotive Group, Inc), as I have provide all the necessary documentation needed to
  complete this purchase. What I am asking for is to be compensated for this tremendous loss

  Business response

  03/07/2023

  The documents have been at the MI DMV for a month.  the ETA is currently March 14th.  there is not much i can do to speed up any out of state registrations once they are in the DMVs hands.  we use a 3rd party company to handle all out of state registrations to ensure the title is handed over properly, so it is received by the lienholder.  some states have different processes and take a little longer to get this step completed.  i do not have enough experience with MI registrations to know if this is normal or not.  every time i call they tell me it's in process and will be sent as soon as its done.  If i receive any updates or the plates come, ill notify you as soon as i know something.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a vehicle from merchant's auto the deal they told me the book value was higher than it was when I asked him about the price they said the sticker price on the car was the Kelley Blue book value and could not go any lower or negotiate the next day after buying a car when I called the dealership they told me that the person that signed off on the car was fired and could not do anything they also showed me a car with the brakes definitely needed service they were squeaking and I asked him about that too and they said that they can't do anything and to look at other options like getting it fixed at a mechanics but they said that they weren't allowed to help me out after they sold the car the car is 7000 0ver the book value n at 25 n a half interest rate

  Business response

  01/10/2023

  The sales manager reached out to the customer. He had some concerns about the vehicle’s value and felt he paid too much over the book value. He thought the car he bought was only worth 12k while he paid 17800.
  The sales manager explained to him that the value was significantly higher than 12K, and he could come over to the dealership, and we would provide him with all documents showing the vehicle’s value. He was pleased we called, and he feels much better now.  We feel this complaint has been resolved.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/2/2022 I purchased a 2015 Chevrolet Traverse from merchants auto in Hooksett NH. Three days later the power steering pump blew and we got a loaner vehicle for roughly 1 week while the vehicle was being serviced. That loaner vehicle had 6 open containers of beer in the third row seat of which we didn't find out until 3 days after we had picked up the loaner when my oldest son found them and was convinced his step father and I were drinking and driving (which we were not and do not do) Meaning my fiance and I were driving around unknowingly with 6 open containers of alcohol in the vehicle with 1 or more of our children in the vehicle with us. (They fixed the vehicle at no cost to us and returned our $1500.00 down payment due to our inconvenience) We also found out that our vehicle didn't pass the state emissions test during it's inspection before we were able to drive the vehicle off the lot. There was another issue with the Tone ring that left our vehicle completely incapacitated to which they weren't able to look at it for a few days and didn't get us a loaner vehicle until 3 days after I had dropped off my personal vehocle, meaning I was out of a vehicle and unable to go to work during those 3 days. Recently whenever I put gas in the vehicle it doesn't want to start. It turns over for roughly 20 seconds and then eventually starts sometimes. My fiance has now tried contacting them multiple times with no response.

  Business response

  10/12/2022

   

  We are sorry to hear that Ms. ****** is having issues with her vehicle.  I am not aware of any messages left by the customer regarding their current concerns.  Upon receipt of this complaint I instructed one of my staff to reach out to them to offer them suggestions as to how they might proceed getting their vehicle diagnosed and/or repaired, we have left 5 messages for them but have not gotten any response.  If/when we do speak with them all we can offer is some suggestions regarding where to get the vehicle repaired as there is no warranty on the vehicle, and we have very limited appointments available.  

   We have reviewed the history of Ms. ******** vehicle repairs and concur with the data regarding the mechanical issues as described in the notice.  We also agree that we did refund the customer's down payment as a goodwill gesture for their inconvenience and as a goodwill gesture.  Also despite the fact there was no warranty purchased with the vehicle we made an additional goodwill gesture when the ABS tone ring failed 3 months and 4600 miles after purchase.

  I don't see any actions that we can/should take at this time other than trying to assist Ms. ****** find a repair facility that can help her.  
  

  Customer response

  10/12/2022

  
  Complaint: 18165313
  
  I do not accept the business's response as a resolution to my complaint because: 

  first and foremost Merchants has both of my phone numbers and my fiancés phone number of which we never received any calls or voicemails so that’s just not true. Second we were never offered or discussed any warranty for the vehicle. Further more you fixed an issue that should have been detected from the get go, and on top of that you are neglecting to respond to the part of you selling me a vehicle with plates and sticker that wasn’t inspectable at the time (THATS ILLEGAL, DANGEROUS AND IRRESPONSIBLE). My fiancé will be reaching out to the manager as soon as they open tomorrow and he looks forward to resolving the issue with merchants.

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

  Business response

  10/25/2022

  I spoke with ****** ****** and ****** (her fiance) today.  After hearing all their concerns, complaints, and explanations of the issues with the vehicle I apologized for any miscommunications and/or issues that they feel we caused them since their purchase of the vehicle.  I told them that it is very out of character and well out of our process to not offer a warranty, and/or not return phone calls, and/or not want to assist our customers in general.  The history they depicted is well out of our normal processes, but if they happened I can only apologize which I did.  

  I explained that there is nothing we can offer to them other than the apology, and to suggest another shop that can look at the vehicle but at their expense.  ****** told me that he feels that is unacceptable and is going to call another person at our business to see what they say.

  I have already spoken with my counterparts here and we are all in agreement that there is nothing we can do beyond what we have already.  I believe this case is at a stand still.   

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a used truck from Merchant's Auto on 3/1/22. I traded in my truck as part of the deal. I received a phone call today 3/18/22 stating I had to give back the truck I bought as the dealership didn't know my trade in was a lease from GM, even though they were told it was a lease. My wife has been on the phone today trying to resolve the issue but they are unwilling. They said they can't pay off my lease through GM as GM doesn't take third party checks. We asked the dealership to cut a check to me for the payoff amount and I would then pay it off directly to GM. They declined saying I needed to get a loan for the payoff and then they would buy it from me. I can't get another loan nor do I want to, due to the negative affect to my credit (debt to income ratio). They stated that was the only resolve or give back the truck as giving a check directly to me "with no collateral" was not an option. They have my trade in as "collateral". They said the truck they took as a trade in is still in my name and lease payments are my responsibility. I don't understand how this is legal or appropriate. Isn't it their responsibility to do their homework when they take in a trade in vehicle? We signed papers/contracts and now those don't mean anything? I don't know what to do at this point.

  Business response

  04/15/2022

  Craig traded in his 2019 Silverado on 2/20/2022.  After we sent his payoff check to GM financial, we were made aware that that was actually a leased vehicle.  GM will not allow non GM dealers to pay off leases for customers.  We contacted Mr ****** to notify him of the new information and to go over a few options we had had to help rectify the problem.  Options were to unwind the deal all together, take the trade in out of the equation and let him turn it in to GM on his own or he could have gone to a GM dealer and bought his lease out himself.  I even offered to have the check made out to the GM dealer of his choice for the full cost of the truck that way he was not financially inconvenienced.  For whatever reason, Mr ****** and his mother did not like that idea.  Their only solution was for me to discount the new truck an additional 3600 dollars and remove the trade from the equation all together.  Ultimately we could not do that so they decided to just bring the vehicle back.  We gave them their full down payment and went our separate ways.

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