Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car I thought was my dream car in March and I was held up for a few weeks because the bank was having problems that the dealer was not disclosing to me. In October my car would not start and I had to get it towed which was a nightmare and this is really when I realized how bad this dealer was. The car was fixed and I told them I needed an inspection sticker and they said okay. My mom co-signed for me and she was in contact with the dealer to pick up the car. I was charged over $600 when warranty contract said $100. The reciept didnt even add up to what I paid. When I picked the car up the mechanic told me the car failed inspection and just said the axle was broken but it was safe to drive? There was nothing else disclosed. A few weeks later the tire rod snapped 45 min away from the dealer. I avoided bringing it back and the warranty wont accept my claims. Today I got an estimate from a great mechanic that wont fix it and said it is unsafe I cannot drive it and not to waste my money fixing it. I havent had a car since October now because this dealership uses deceptive practices and predatory loans from ******** that will hurt consumers. Im so embarrassed buying this car as it has caused several issues and left me without transportation. The mechanic told me that I would need $7000 to just get the car in a safe standing. There were also several other safety issues that were not disclosed and this car is complete junk. I have worked in consumer protection and I got the highest warranty I could to protect myself and found out they sold me 2BSafe warranty is connected to the dealer. WATCH OUT!!

  Business Response

  Date: 12/18/2024

  Hi *******,
  Thank you for reaching out to share your concerns. I appreciate your feedback and will do my best to address the points you raised in your message.
  Loan ******************** was not experiencing any issues. Your loan underwent the standard underwriting process. As you are well aware, ******** is a subprime lender and their underwriting processing time is higher than average when compared to credit unions, because they work with high-risk borrowers. The dealership worked diligently with all parties involved to ensure all lender requirements were met. For additional details, I recommend contacting your lender directly, as I cannot disclose sensitive information in this response.
  Vehicle Repair:
  After driving the vehicle for 7 month and approximately ****** miles post-purchase, it was towed to us for diagnostics. Upon inspection, it was determined that both the battery and the starter needed replacement. The warranty covered the starter, as it fell within the terms of your coverage, while the battery was not included.
  Warranty Agreement:
  I reviewed the sales documents signed at the time of purchase, which include two signatures confirming your acknowledgment and agreement to the covered components and the terms and conditions of your contract. You were presented with three levels of coverage and chose a mid-level option.
  Repair Costs:
  The receipt for the repair provides a detailed breakdown of parts, labor, and the portion covered by the warranty. If you have further questions or need clarification, our service department would be happy to assist you.
  Inspection Issue:
  Your vehicle inspection was due in your birth month. We have no record of the vehicle being brought to us for inspection. However, the Carfax report indicates that it was serviced at another facility around that time. There was also no inspection performed when the vehicle was bought for repair in October. Our customers NEVER deal with mechanics. We have a service advisor who handles all of the communication.
  A 12-year-old vehicle with 1****** miles, particularly a ********, may require routine maintenance and service. It is important to anticipate standard upkeep, which can sometimes involve higher costs due to the premium nature of the brand.
  Thank you,

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22686859
  
  I do not accept the business's response as a resolution to my complaint because: 
  The dealership will not accept responsibility because they knowingly used several deceptive practices since the purchase of the vechile.

  They not only used puffery in order to make the car seem more appealing than it was saying that there was multiple repairs done before the purchaser. Not to mention under the ** consumer protection act the dealer offered me a discounted rate of the car if I gave $800 more after putting down $6000. The price that was offered to me was never honored and the original payment was supposed to be $283 plus the discount from the dealership. The payments jumped to $343 for not putting down that money down and the price was jacked up. 

   The dealer never told me as the consumer that this car would not pass inspection which is required under state law. I was never able to see the inspection report but based on the diagnostic from a third party mechanic has said most of these are from wear and tear that could not happen in the millage or the time frame. The battery was not replaced and this is the way the dealer is trying to explain the extra $600 that was charged. 

  The ** Unsafe Vechile Act requires dealers to disclose these mechanical issues and that is why they rely on a warranty company that will only take claims from the shops so the consumer will never be able to fully understand the mechanical and safety issues. 

  Since buying the vechile there has always been a stench of gas. After having the diagnosis done by a specialist there has been an oil leak since the time of purchase. The drive belt is also soaked in oil which explains the smell coming from the car.
  

  The dealer admits that consumers are forced to bring back the vechile to them. I have the right as a consumer to be able to take my car for a diagnosis at a 3rd party to find out what is really going on with the car. The warranty agreement does not allow other repair shops to perform repairs. 
  
  The two outside dealerships used only completed a diagnosis and would not touch the car. The dealership has created a monopoly for any consumer who buys from them and as the business wrote that consumers who do business with them has to go through their mechanics for repairs which is unfair and deceptive. I am extremely thankful that I had a fair third party mechanic look over this car as these safety issues could have put my life at risk. 

  This vechile is extemrely dangers and could have put my life or anyone in the vechiles life in danger by not disclosing safety concerns is not only deceptive but also a violation of ** RSA 358-F:2 Inspection. The dealer told me the car was safe to drive despite knowing that both tire rods were about to snap. Based on the interactions Im sure the dealer knew about all other safety concerns that were never disclosed. The car was on the road for 2 weeks prior the tire rod snapping in 45 miles away from my former home and the dealer.  
  

  The state also requires the inspection sticker to be removed if there are safety concerns. The sticker was kept on and the failed inspection was never done in writing. The dealer has also left me out of a car for over *************************************** a predatory loan. 

  After catching on to this dealers deceptive practices by overcharging and ensuring safety of a vechile the dealer knew was not safe.  I did not feel comfortable having them touch the vehicle again. The dealer also failed to  let the consumer know about the other safety concerns including the balding of the tires that wouldve failed inspection.  The estimated repairs for the car are over $7000 and I can provide a copy of that report. 
  

  The contract for the car was not explained and it was rushed through not giving myself or my mother any time to read the documents because the dealer was going to close and they had already prolonged the sale of the car. The contract is also fraudulent because of the price listed and the price on the sales contract. 
  

  I believe I am entitled to much more than $15,000 after unfair and deceptive practices done by this dealership. They have not complied with any state or federal guidelines

   

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

  Customer Answer

  Date: 12/18/2024

  The car got an oil change in August which was routine maitence. I was in a different state and could not get an inspection done there at the time. The mechanic was asked to give an inspection sticker when the car finally was towed in October. I have several witnesses who knows the car would be given a sticker by the dealer while fixing the starter. The car was also listed on the website for $11,777 but sold for $12,226. The lying on the price itself shows the this dealership knowingly uses deceptive practices by preying on consumers with a low credit score by ensuring their luxury cars are up to par. The warranty was told to the highest one and was told to cover rental which the dealership has failed to do over the past 2 months. I was specifically told by their finance manager that the warranty included a rental. 

  Customer Answer

  Date: 12/18/2024

  The reciept provided of the dealer shows the dealer acted in bad faith and deceptive practices. They wrote that the car was brought for a diagnostic but it is not listed on the receipt showing no diagnosis was done or if it was the results were hidden to the consumer. The reciept provided clearly shows the dealership knew of the issue of the starter and also disclosed that they did attempt inspection which if done incorrectly could have caused more damage. 

  Business Response

  Date: 12/26/2024

  *******,
  
  I wonder if among all the googling for your chaotic scribbles, you came across another interesting piece of information - defamation law in *************. If not, you should read it carefully before lying like this.
  I don't see any point in responding to these lies. ***** purchased a 13-year old luxury vehicle with over ******* miles on the odometer and expected no repairs in the future? The vehicle passed both the safety and emissions inspections twice, as per the State requirements. We are not liable for an evident lack of knowledge and understanding on your end.
  
  We will not engage in further discussion on this matter. Please direct any additional concerns through your legal counsel.
  
  Thank you,

  Customer Answer

  Date: 12/27/2024

   
  Complaint: 22686859
  
  I do not accept the business's response as a resolution to my complaint because

  Not only did I find the response dismissive and unprofessional, but I am also deeply concerned with the following up regarding your response to my complaint. Referring to my detailed and legitimate claims as scribbles and insinuating defamation not only undermines the seriousness of this matter but also causes emotional distress and raises concerns about my safety.

  
  To clarify, my claims are based on documented facts,including a diagnostic report conducted by one of the most reputable used ******** dealerships in the area. This dealership was thorough, honest, and impartial in their assessment of the vehicle. Their findings confirmed significant safety concerns that existed at the time of purchase, and they strongly encouraged me to file a claim due to the risks posed by these undisclosed defects.

  
  Additionally, I have spoken with ******************, your financing partner, and they are also willing to assist in resolving this matter. ******** has indicated that the issues I have raisedincluding potential auto fraudare serious enough to warrant action on their part. Their willingness to intervene demonstrates the gravity of the situation and further supports my claims.

  
  It is offensive and unacceptable for you to dismiss my detailed complaint as scribbles and to suggest that I fabricated information.I have taken the time to break down these issues for you thoroughly, despite the fact that your dismissive tone has cost me significant time that, in my professional capacity, would normally be billed at $200 per hour.
  To reiterate the key points of my complaint:
  Deceptive Sales Practices
  The pricing and payment terms were misrepresented during the transaction, and the contract signing was rushed, leaving no opportunity for adequate review. This violates the New Hampshire Consumer Protection Act and reflects a lack of transparency in the sales process.

  
  Failure to Disclose Safety Concerns
  The vehicle failed to meet New Hampshire safety inspection requirements under RSA 358-F:2. Critical issuesincluding failing tie rods, an oil leak, and balding tireswere identified by the third-party diagnostic as pre-existing conditions that posed immediate safety risks. These should have been disclosed prior to the sale. The failure to do so not only constitutes a violation of the law but also placed my life in serious danger. In fact, driving this vehicle almost resulted in a life-threatening accident. I narrowly avoided a catastrophic situation, and the risk to my life and others on the road was completely avoidable had the dealership disclosed these critical issues.

  I am asserting the following claims: 

  
  Unfair and Restrictive Warranty Practices
  Your warranty terms unfairly restrict consumers to relying solely on your dealership for repairs, creating a monopolistic and deceptive arrangement. Consumers have a right to seek independent diagnostics and repairs, which your practices actively discourage.
  Emotional and Financial Harm
  The unsafe condition of the vehicle has caused significant emotional distress, with the constant worry about my safety and the safety of others. Repair costs exceeding $7,000 are an unreasonable burden for a vehicle misrepresented as safe and reliable.
  If this matter proceeds to litigation, I would like to make you aware of the potential damages available under New Hampshire law,including:
  Actual Damages: Under RSA 358-A, I could seek compensation for my financial losses, including repair costs, additional fees, and the difference in value between what was promised and what I received. This could amount to at least $7,000 based on the repairs necessary to address the safety concerns.
  Punitive and Treble Damages: In accordance with RSA 358-A, if the court finds that the defendants actions were willful and knowing, I could be entitled to treble damagesthree times the actual damages. This could result in an award of $21,000 for the actual damages ($7,000) plus additional punitive damages.
  Emotional Distress Damages: Given the severity of the emotional distress caused by the ongoing safety risks and the fear for my life, I could seek damages for emotional distress, which in ************* can range from $2,000 to $10,000 depending on the severity of the impact.

  
  Attorney's Fees: As this case involves violations of consumer protection laws, I may also seek to recover my attorneys fees, which could be in the range of $5,000 to $15,000 or more, depending on the complexity of the case.
  In total, if this matter proceeds to litigation and I prevail, I could be entitled to damages totaling $20,000 or more. This would be in addition to the costs I have already incurred and the ongoing emotional and financial toll this situation has caused me.

  
  Your response thus farcharacterized by dismissive language and baseless accusations of defamationhas only exacerbated the harm caused.Let me be clear: my complaint is rooted in documented facts, supported by credible third-party reports, and informed by my own professional experience in consumer protection. Any further attempts to dismiss or undermine these legitimate concerns will only serve to escalate this matter further.

  
  I am making every effort to resolve this matter amicably through negotiation, rather than pursuing litigation where the damages sought could be substantially higher. However, if this behavior continues, I will have no choice but to escalate this issue to the appropriate state and federal regulatory agencies, including submitting evidence to support ****************** claims of potential auto fraud.

  
  I strongly urge you to take this matter seriously, respond in a professional and respectful manner, and work toward an acceptable resolution.

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

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

• Initial Complaint

  Date:06/18/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2012 ***** S60 from 1st International Auto Group for $10,176. The vehicle has extensive rust posing problems with structural and system components, leaks, belt wear, etc. The dealer advertised that cars are serviced and inspected. The estimate to repair is 9k for everything and this is not routine maintenance. The business refuses to reply to my email request or request for a return phone call. I had to buy a different vehicle only 3k in trade for ***** when I owed 6k total for financing not to mention the money I paid because vehicle was over value, the shipping and tag/title fees. I would like to be compensated for the money I paid the 3k I had to pay out to pay off my loan at least if not more.

  Business Response

  Date: 06/28/2024

  We understand Ms ****** frustration and appreciate her bringing this to the BBB's attention. We would like to inform you that a small claim has been filed regarding this matter. Since the legal system is now handling this dispute, we will be happy to address it though that process.

  Customer Answer

  Date: 06/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I hope to have a settlement in my favor reached in court as, otherwise, I received no response prior to filing the small claim. I will see their representatives in court. 

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

• Initial Complaint

  Date:06/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a down payment on a used car, they did a hard check on my credit with in 24 hours. I went to talk to them and was told that they will finance me for 18 months at 220 twice a month. The price for the car was *******. so they wanted me to pay almost ********, and on top of all that I know this has happened to others by this same used car dealership...

  Business Response

  Date: 06/20/2024

  On Tuesday, May 14th, you visited us in search of a ***** CR-V. During your visit, you completed a credit application, we discussed the process in detail, and you left a deposit.

  
  We attempted to contact you over the next few days, making numerous calls. Unfortunately, the personal contact number you provided was incorrect, and there was no voicemail feature available. Additionally, the phone number you provided for your workplace was also incorrect. To verify your employment, we searched for the correct contact number for your workplace and successfully confirmed your employment. We requested that our contact at your workplace inform you of our efforts to reach you.

  
  After holding the vehicle for you for approximately three weeks, you returned to the dealership following your negative review regarding our communication, complaining that we never called you about the loan. We discussed the review, and you acknowledged that the contact information you provided was incorrect. Our finance manager presented the structured deal for the vehicle, which you initially agreed to, and explained that everything was ready on our side. However, when we began preparing the paperwork, you abruptly changed your mind and demanded a refund.

  
  The total amount of the sale, nearly $11,000, includes the interest on the loan. Additionally, the deal structure included an optional service contract that would cover the vehicle for the duration of the loan, providing protection against potential future expensive repairs, which is essential when purchasing a vehicle with over ******* miles. You were also introduced to the option of buying the vehicle without the service plan.

  
  We explained that we had held the car off the market for you for three weeks, and as per our policy, deposits are non-refundable if you change your mind.

• Initial Complaint

  Date:04/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased car on April 25, 2024 and within 20 minutes of driving home, the tire pressure system warning light went on. Stopped at a tire shop to have it looked at. Its possible that theres a known issue with the tire pressure system, but at this time we were able to have the tire shop coded so the light turned off. Within five hours of purchasing the car, it became completely disabled in our driveway for no known reason. I called 1st International Auto to let them know that the car was not turning on and it was disabled. I was transferred to the service manager who could only inform me that he was unable to diagnose and fix the car over the phone, which I am fully aware. I tried to explain to the service manager that the car was disabled and Im unable to have it towed over 30 miles to them. It was also insinuated a couple times that we possibly left something running to have the car die. I sent an email on April 25 (on the same day we purchased the car) detailing the timeline and issues and no one has contacted me back. That tells be they DO NOT back their cars as we were promised. April 26, 2024, we had the 2015 S60 ***** towed to the local ***** dealer so they can diagnose what the issue is, which could possibly be hundreds of dollars to fix even though we just spent thousands of dollars on a car with the promise that it was in tiptop shape. It will be a week before theyre able to look at the car. I have not heard from 1st International and I asked if they could tow it to their shop to diagnose. I was promised that everything was looked at and fixed before we drove off.

  Business Response

  Date: 05/09/2024

  Dear ****************,
  We apologize that you've encountered issues with your 2015 ***** S60. We understand your frustration and want to address your concerns.
  Our records show you purchased a nine-year-old ***** S60 with ****** miles. It underwent a thorough inspection and service before purchase, passing the ** state inspection. No warning lights or messages were present upon sale. You drive a fully functioning vehicle off of our lot.
  Furthermore, you received a complimentary basic warranty covering major components like the engine and transmission. You opted out of the extended warranty that could have provided coverage for additional components. This decision was acknowledged through a signed waiver. Despite the warranty refusal, we immediately offered to inspect and repair the vehicle when you reported the tire pressure warning light and battery issues, as we stand by the vehicles we sell. You were asked to bring the vehicle back to the dealership.
  Instead, you have decided to have it towed to a ***** service center, a franchise new car store, without letting us know. According to our policies, we will not cover any repairs or diagnostics performed at other dealerships. In your specific case, deciding to take your vehicle to a different repair facility led to high diagnostic and repair costs, which could have been avoided if you brought the car back to us.
  I would also like to mention that we are appalled by your disrespectful conduct and verbal abuse towards our staff, including name-calling, insults, and threats.
  1st International Auto Group is committed to upholding industry standards and supporting our customers. We understand that we sell used vehicles, and there is a higher risk of unexpected mechanical issues. That is why we were prepared to assist you promptly after the sale, as evidenced by our immediate service offer. However, it seems we asked too much of you by asking you to bring the vehicle back.

  Customer Answer

  Date: 05/09/2024

  As of May 9, 2024 I have not heard from the business owner. I contacted the business on May 7, 2024 to see if they would assist with the extra $4,000 Ive paid to repair the car after owning it for only 10 days, 6 of the 10 days it has been in the shop. The business owner said it was my fault for buying a used car. 

• Initial Complaint

  Date:12/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There trying to take my deposits after I told them their car was a clunker and a waste of my money to fix. I gave a deposit of $500 on nov 27th then another $240 after I test drove it on Dec 4th I had to wait for estimates from shops and I had no power for almost 2 weeks where I live in Maine. She sent me 2 emails on the 15th no phone calls prior nothing. saying if I did not complete the purchase of the vehicle they were keeping my money for lot fees. This was a scam from the beginning they knew once I saw the car I wasn’t going to buy it that’s why it’s still for sale right now. I want my money back. This is there m.o. I wish I read their reviews before doing business with them. Because I’m not the only one who they have done the same thing too. they should not be allowed to operate a business their stealing consumers money. Their fraudulent and need to be stopped

  Business Response

  Date: 01/04/2024

  Dear Mr. ****** ***********
  We appreciate you bringing your concerns to our attention and providing details about your recent experience. It is our priority to address customer inquiries promptly and transparently.
  Upon reviewing the information you provided, we acknowledge that you made a deposit of $500 on November 27th and an additional $240 after test driving the vehicle on December 4th. We understand that due to circumstances beyond your control, including power outages and the need to obtain repair estimates, there were delays in your purchase-making process.
  We would like to clarify that you signed an official non-refundable deposit form, and during our initial conversation, the non-refundable nature of the deposit was communicated to you. The terms clearly state that failure to complete the purchase by 11/30/2023 would result in the forfeiture of the deposit.
  While we empathize with the challenges you faced during this period, we want to highlight that we made concerted efforts to work with you for over two weeks after the expected purchase date. We appreciate your test-driving the vehicle and making a second installment of $240.00, despite the wholesale nature of the unit being sold at an exceptionally low cost, with the possibility of requiring repairs.
  Unfortunately, our attempts to reach out to you via email after a period of 12 days did not yield a response from you. On December 15th, we communicated that if the purchase of the vehicle was not completed, the deposit would be retained to cover lot fees.
  We understand the frustration this situation may have caused, and we apologize for any inconvenience. It's important to us that our customers feel heard and valued. If there are specific challenges or circumstances that you believe warrant reconsideration, we encourage you to share additional information with us.
  Our commitment is to fair and transparent business practices, and we are dedicated to resolving this matter amicably. Please do not hesitate to contact us if you have any further questions or concerns.
  Thank you for your understanding.

  Sincerely,

  1st International Auto Group

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14th of 2023 I purchased a 2013 forester from 1st International auto group in Merrimack, Nh. The owner as well as his staff were extremely unpleasant to deal with from the beginning and were very pushy but I needed a car very badly and this Subaru seemed like a great fit for my life and had only 80,338 miles as of purchase. The night of driving this vehicle home I had a tire pressure sensor light come on the dash. The next day I called them back to let them know and asking them to take a look at the vehicle and they told me that my “warranty” did not cover that issue. About two weeks after that I had a terrible grinding sound when driving and had to have new brakes put on the car and at that time was told by my family mechanic that I had no oil in my car and needed almost two full gallons added to my car. He also let me know that I had major structural damage to my front left side clearly from an unmarked accident. At this point he told me he would not be comfortable working on the vehicle so I took my car to ****** ** ******. The wonderful people at ****** ** ****** did everything they could for me by checking everything and ultimately landing on a diagnostic oil change to see what would happen over 1,000 miles on the vehicle. ****** ** ****** took my car on a Friday and by Monday on my way to work my engine seized. It is now December and after months of fighting back and fourth and towing my car from place to place I can confidently say 1st International Auto Group offered me nothing for support, instead they suggested for me a 23 year old young woman, to spend thousands of dollars for a full engine replacement at a minimum and all this cost is after they’ve exhausted what they will cough up with their “warranty”. 1st International Auto Group overall has made this a horrible experience and now I have a large loan on a vehicle that I can not afford to fix. I hope anyone reading this can take this a warning to stay far away from this company.

  Business Response

  Date: 12/28/2023

  Dear Ms. ****************
  
  Thank you for bringing this matter to our attention. We are committed
  to addressing our customers' concerns with the utmost seriousness and
  professionalism.
  
  We understand that you have expressed dissatisfaction regarding your
  2013 Subaru Forester purchased from our dealership. It is always our
  intention to provide quality vehicles and transparent service to all
  our customers, and we regret any inconvenience you may have
  experienced.
  
  As a policy, our dealership ensures that the majority of our vehicles
  are sold with a New Hampshire state inspection and a
  1-year/15,000-mile warranty. In addition, we make vehicle history
  reports, including Carfax, readily available to our customers both on
  request and via our website.
  
  Regarding the structural damage issue you mentioned, we rely on Carfax
  for vehicle history reports. Unfortunately, these reports may not
  capture every incident a vehicle has encountered. At the time of
  acquisition, our team conducted a thorough New Hampshire state
  inspection on the Subaru Forester. This inspection necessitated brake
  replacements, which were promptly carried out, and the vehicle
  subsequently passed a second inspection before being sold to you.
  
  We were not aware of any oil consumption issues with the Subaru
  Forester, as such a test is not included in the New Hampshire state
  inspection and is not covered under the federal implied warranty
  guidelines.
  
  Upon learning of your situation, we extended an offer to repair the
  vehicle at a reduced cost compared to the quote you received from
  ****** ******. While you chose not to utilize our services at that
  time, this offer remains open. We are more than willing to assist in
  resolving this issue in a cost-effective manner.
  
  We value our customers' satisfaction and would like to discuss how we
  can further assist you in this matter. Please let us know your
  preferred course of action.
  
  Thank you for your attention to this issue. We look forward to finding
  a satisfactory resolution.

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07-06-2023 I purchased a 2014 BMW 320i for $13,494.00K from: 1st International Auto Group, Merrimack, NH. The next day on 07-07-2023 I reached out to my sales person describing a vibration/wobble coming from the wheels during my 1 hour drive home. I received no response. I checked the tire pressure and went about my work for the week. The problem didn't stop. I emailed again on July 8th and the 13th to discuss my continued concern for the issue. ( No response ) I called their service department regarding the problem. They said maybe it was a tire balance issue but their machine was old and inaccurate. With that new info, I went to ******* in Portsmouth the have the tires checked. They discovered 4 damaged wheels with "Significant Bends". All wheels bent and beyond repair. I called the Dealer to discuss this. The mechanic answered the phone and said he would relay the message to the owner. No response. I called back later and was told the owner had no intention of calling me back. "I bought a used car, not a new car" "You should have said something during the test drive". I didn't notice it during the test drive, and if I did, I would have thought in good faith that it was the road and not the vehicle with new tires bobbing around. So, they put new tires on busted rims without disclosing it, nor will they try to rectify the problem. What kind of consumer asks to have the wheels checked on a car from a reputable dealer? NH Implied Warranty is as follows: Some warranties are "implied" by law. An implied warranty is a promise that the good will have characteristics or uses that the maker, distributor, or seller do not expressly state. An implied warranty assumes that the product is fit, safe and will perform the function for which it was purchased. The vehicle I purchased is not safe in my opinion and does not "perform the function for which is was purchased". I purchased a 2 year service contract in the amount of $710 If they're not going to replace the wheels ( at this point I don't trust them ) , I want my service contract refunded as well as the money spent at ******* to reveal the issue, or to cover the cost of 4- not-bent matching bmw wheels. Thank you for your attention in this matter.

  Business Response

  Date: 08/24/2023

  Dear *******,

  
  We appreciate your taking the time to voice your concerns regarding the vibration issue you've experienced with your recently purchased 2014 BMW 320i. We understand that this has caused frustration, and we would like to address your points as thoroughly as possible.
  In regards to the tire vibration issue, we understand that you took the proactive step of having the tires inspected at ******* in Portsmouth. We acknowledge the discovery of damaged wheels with significant bends. Our intention is always to provide quality vehicles to our customers, and we deeply regret any inconvenience caused by this situation, but please understand that the vibration you've described occurring at speeds of 75-80 mph exceeds the speed limits on our local highways, which are capped at 55 mph. This limitation unfortunately prevents us from conducting tests at the higher speeds you've mentioned. Our expertise lies in ensuring the safety and performance of vehicles within legal speed limits. However, we assure you that our vehicles undergo thorough inspection and testing before being offered for sale.
  
  Regarding the lack of response to your initial emails and calls, we sincerely apologize for any miscommunication that may have occurred. Upon reviewing our records, we can confirm that there was indeed communication between July 8th and July 13th. We value open and transparent communication with our customers, and we regret any frustration caused by the perceived lack of response. Also, we commend your effort in creating service appointments with our service manager in an attempt to address the issue. However, we've noticed that these appointments were subsequently canceled by you.

  
  Regarding the condition of the wheels, we genuinely regret any inconvenience this has caused. We want to assure you that the vehicle underwent a thorough inspection before being offered for sale. While we understand that the vibration issue you encountered could be attributed to the damaged wheels, we must also highlight that used vehicles may occasionally exhibit signs of wear that develop after purchase.

  Thank you for bringing this to our attention and once again, we apologize for any inconvenience you've experienced.

  Customer Answer

  Date: 09/14/2023

  Date Sent: 9/11/2023 4:26:59 PM
  Hello.
  
  All the business did was apologize. 
  
  I'm still dissatisfied and have not been given the answer to the refund that I requested.
  
  I still need to purchase new wheels and I think the warranty refund I requested is more than fair in regards to this matter.
  
  Thank you for your time.

• Initial Complaint

  Date:10/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car from 1st International Auto Group online. It is a 2012 Mercedes Benz C-300 with 54K miles. The car looked to be in perfect shape and again, through online, paid a $1,000 deposit and then drove to Merrimack, NH from East Haven, CT (164 miles, 1-way), picked up the car on Thursday, 10/20/2022, paid them an additional $15,999 and drove back to Connecticut. More than half way home, a brake light went on so I thought it might be a sensor and I would bring it to my dealer at home. Friday morning I drove over to the dealer and he said the car was totally unsafe and I could not drive it until 2 things were replaced, a rusted and rotted brake line (which fortunately did not let go on my way home) AND a leaking fuel tank!! I sent 1st International Auto Group a message to tell them that this was within 24 hours of driving off their lot! The man I dealt with (Vlad) said he would talk to his manager on Monday morning. I pursued it on Monday and he said to bring it back to them. #1 - the car was unsafe and could not be driven #2 - he said maybe I could have it towed back to them (which would have been approximately $1,000) and they would repair it there. Because all of this happened on the previous Friday, the repair shop had removed the faulty rotted parts and ordered them from the Mercedes dealer in our area. I could not get the car back to them. #3 - I asked if they would at least pay for the parts, I would eat the labor and they said absolutely not. Parts - $2,695.43 Labor - $1,690.00 I am also sending this same complaint to the New Hampshire DMV. Please see attached documentation. ******* ******* ************

  Business Response

  Date: 11/03/2022

  That is unfortunate what happened and we apologize for the inconvenience. We stay behind our the cars that we sell and we didn't deny helping with the repairs. As we explained to the customer we don't mind of checking out those issues on the car and repair it if needed but it has to be in our shop, we explained that to ******** our company policy is -  All the repairs must be done at 1st International Auto Group. We do the repairs ourselves so the car would need to be brought back to us, but customer refused this option and decided to stay with her repair shop and pay about $4,700 in repairs vs towing it to us.

  Customer Answer

  Date: 11/03/2022

  
  Complaint: 18312493
  
  I do not accept the business's response as a resolution to my complaint because: By the time 1st international Auto Group responded, my car was already torn apart and could npt be brought back to the dealer.  I've accepted that I have to pay for the labor but I am asking that they at least pay me for the parts.
  
  Sincerely,
  
  ******* *******