ComplaintsforMerchant's Automotive Group, Inc

• Initial Complaint

  01/18/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 1/7/22 I bought a car from Merchants Auto. The car made a lot of noise and had issues. They gave me a hard time about fixing it. The finally took into the service center and said they fixed it. They did not the car sounded like a Harley. They kept arguing with me and told me not their issue. They refused to fix and acknowledge the problem. I called and spoke with Eli the manager on 1/13 and let him know I would be returning the car. I went in and had to take a day out of work and so did my Fiancé. The car was returned and the paperwork was never even sent off. I confirmed they still had my 2010 corolla there. He stated yes and handed me my title. The car was right outside and I saw it. I explained how I would be sending AAA there to get the car and bring to another dealership I was working with. I finalized deal with the other dealer and got a call from AAA that the car was gone and they told the tow guy they had no idea what they were talking about. I go to Merchants and they told me things happened. They refused to speak with me. Come to find out they auctioned off the car that was my property! I had to call the police to settle the issue and they took almost 48 hours to return my property not to mention lost wages from work, peace of mind, and I had to take a ding on my credit and fiancés because of their negligence.

  Business response

  03/03/2022

  Business Response /* (1000, 5, 2022/01/24) */ i have spoken with ****** about the unfortunate events she was forced to deal with at Merchants. we did not intend for her car to be shipped to auction while she had it scheduled it to be picked up, but the auction was already scheduled to come and we neglected to inform them not to take that particular vehicle. it did take us an additional 24 hours to retrieve it from the auction and get it to her. the real mistake was not addressing her service concerns with her new car in the short time after she took delivery. all parties have been spoken to and new process have been put in place to make sure this doesn't happen again. we also dealt with an issue that came up after this report was written that we promptly handled. we came to agreement on compensation for lost wages and major inconveniences that both parties agreed on. Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The agreement was before they then had money come out of my bank account when I was told the sale was never funded. I then called the company who took my funds and they said Merchants never sent over the no sale and the car was funded! They lied again. The solution was cash to put in my account however still waiting on refund. The principle of it is they still haven't learned their lesson. They lie and should not be in business. Business Response /* (4000, 11, 2022/02/24) */ ****** should have received the refund by now. i know shes still not happy with us, but everything has been resolved on our end that we are going to do. Consumer Response /* (4200, 13, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response! They stole my car, sold me a lemon, then after trying to settle with them they took money from my account because they didn't send over the proper paperwork. I'm still getting letters from creditors about merchants finding a car I was told was never funded! They are liars and shady and now I'm going higher. They do not care about their customers or their status. They are no good and honestly people should know. They think a small Refund makes this better it just shows what kind of company they are.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty when I purchased my car with Merchants auto May, 2016. I paid the loan off 9 months early and they were supposed to refund me the prorated amount if the warranty that Ally bank paid them in full at the beginning of the loan. I have emailed numerous times at their request since my refund request needed to be in writing with no resolution, no refund!

  Business response

  11/18/2021

  Business Response /* (1000, 5, 2021/11/15) */ Refund check has been processed and was sent via U.S. mail 11/12/21. Check should arrive to customer in the next day or two. Consumer Response /* (2000, 7, 2021/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, On 8/13/2021, I purchased a 2018 White Jeep Grand Cherokee As our sales person Armando V***** stated that he would get the vehicle ready for delivery, we went to the bank to get the check for merchants auto. We were gone for about 1.5 hours. When we returned and looked at the vehicle that was washed, it had a dent and scratch on the drivers side hood, along with scratches on the passengers side front bumper, and a crack in the windshield. We still purchased the vehicle and had confirmation from our Sales person and the Sales Manager that these issues would be completely fixed the following week from the Service Department. We confirmed this on the sales paperwork. The next week came and the windshield was fixed. The second time bringing the Jeep on 8/23/21 the service department had the vehicle for a few days, fixed the windshield, and fixed the hood and front bumper but not as it should look. The paint job looks very unprofessional. It looks like they took a paint pen

  Business response

  10/29/2021

  Business Response /* (1000, 5, 2021/10/18) */ We have spoken to the customer, and will be repairing the hood to their satisfaction. Consumer Response /* (2000, 7, 2021/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) After reaching out to the BBB, I received a phone call from a staff member from the service department to bring the Jeep back up so another staff member can review the Jeep and set up the paint to be fixed. After I went to the appointment they said they would call me to schedule within a couple days to set the appointment with the body shop because the Jeep would need to be outsourced and they would need it for 4-5 days. I received a call within the 2 days which was great and the appointment to bring the Jeep back up was today 10/28/2021. I was given a loaner vehicle at this time and with positive thoughts hopefully I am contacted with the time allotted and receive my Jeep back completely fixed with a pristine and flawless paint job. I will let you know within 5-7 days. Thank You for helping me get the proper process started!

• Initial Complaint

  08/13/2021

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  date of sale 06-06-2021 2017 Hyundai sonata 2017 black loan 16000 auto group esimated worth 13000 actual worth in condition car in no more Then 9000 a new car of similar stats 4 years newer brand new 20000 no damage i have traded them a 2007 toyoya prius i broke down fornt of them basically i was a new buyer which other people told me since the prey on for over priced sales and intimidation i gave a 2600 down payment in cash from the start i was deceived they lied about chip in windshield said it was dirt after sale i found the chip heavy damage to car as well dents paint manager damaged intentionally my cars radio antennae and front bumper after talking about there service they told me i didnt need proof of income after sale that was a lie constant issue with loan after approval i was threatened by two managers kicked out and not provided service had to involve hooksett pd because i was refused service of my loan company i made all payments on time 4 payments in full two installments

  Business response

  09/23/2021

  Business Response /* (1000, 19, 2021/09/23) */ the values are completely off. we tried to show him proof and he became violently angry. police were called after he threatened to "kick his ***" when talking to a sales manager who was trying to help. hw was also belligerent beyond help when trying to help with his service issues. also, this complaint was unanswered for so long because the emails and letters were being sent to someone who no longer works here. Consumer Response /* (3000, 21, 2021/09/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wasn't violent this is a over statement I was stern yes I responded to management disregard for a employees disrespect to me management did not respond well he revoked my service didn't complete service and damaged my cars antenna I followed management because I was fearful of them hurting my car which he in fact did I returned next day to talk to right direction my loan company im Thru I was greeting by right direction employee which was very nice person then immediately a manager stormed out of sales floor yelling at me telling me to leave or they will call the cops I informed manager that he was being hostel to me and I need to talk to right direction I needed to pay a bill I literally had to beg to talk to them he said 5 minutes I then responded I'll leave I don't want trouble and I need to call cops because your company damaged my car and you are refusing service we are in contract and your being verbally abusive I left building like asked I called the hooksett police a lady officer arrive I informed her the information I had she talked to management the individual of management was trying to manipulate the officer she told them to fix there damage all of sudden the manager decided to be nice to me completely changing his approach because cop was present " they didn't call the cops I did " this story this individual is presenting isn't acceptable or accurate I can get a call to service from police station to show that day what the officer witnessed if it helps this situations need for merchants auto took out a loan for 16000 upon sale I agreed only if they would fix the damage to the car which causes rust value of car is only 10000 maybe in its condition at that moment I had a trade in and 2600 cash no credit I a was first time buyer they have Cleary taken advantage of this and service is horrible and I've been verbally abused by them the fact merchants autos responded with what they responded with with no solution to problem provided and just bad talk is childish and showsthe intent of self preservation not customer based service I suggest a solution could be they keep payments I've made and apply them to a 10000 dollar value of the car they sold me with total owe left being 6000 since I have had a horrible experience I think it's fair since my experience and damaged happened by them and still are being hurtful please inquire if you need anything Sincerely, ***** *******

*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. ↩