ComplaintsforS & J Motor Company, Inc.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a used vehicle from S&J motors for our daughter in August of 2023. The vehicle had roughly $60k miles no original warranty remaining however we did purchase their offered extended warranty. The car was not driven but ******************************************************** September of 2023. The car may have averaged a couple hundred miles a month as its primary use is to/from *********** and work (2 miles away from Home). Around early January, we took the car back to S&J due to a sound which we felt was coming from the engine. At that time, the salesman and mechanic stated it needed an oil change however, it hadnt hit the threshold of miles to change. We aligned and questioned as semi knowledgeable car owners, oil changes dont fix engine rattling. For the safety of our daughter, we monitored the car post oil change and again the car started to make louder engine sounds around April. As we were getting ready to take the car back, as our extended warranty states it must go back to the place sold and mechanic at that location, the car completely shut down as she was driving - lost all controls including the brakes. Luckily she was safe, no accident to report. We went through Hoops to get a hold of S&J to try and support us with the warranty covered tow, thankful we had AAA. We had the car towed back to S&J who stated they couldnt even help us. Even though the warranty stated it must be evaluated and fixed by the issuing dealer. They didnt even offer support to locate a place to take the car too, their words you must do the legwork . So we spent hours working through truwarranty (extend warranty we purchased through S&J) to get the car towed to a location that would service us. We also have attempted several times to contact via phone the salesman - **** and the owner who have not returned our calls. This car, had issues well before we owned it that were not disclosed. We now are paying $5k OOP since warranty is paying $3k for a used engine.

  Customer response

  06/18/2024

  Good Afternoon, checking in on the status of this compliant filed last month to see if there any updates and/or recourse for the issuing car dealership?  We are hoping to at least obtain a credit back for the money we had to pay out (after warranty) which equates to $4800.  I can provide that invoice if need be.  Thank you, *******************************

  

  Business response

  06/18/2024

  The Lacastos purchase the vehicle from us in August of 2023. They had a 30-day ***** mile drivetrain warranty that came from us. They also purchased an additional extended warranty from us. They brought the vehicle back to us in April. We explained to them that we did not have the proper tools to do the job. I personally spoke to the husband on the phone.  We recommended a garage in ******* that did a lot of our work when it needed to be subbed out. We understand later they took the vehicle to a new car dealer for repairs. Speaking with ******** on the phone she said the reason they did not call them. Is they understood it was going to be a couple of weeks before they could get to it. When she called me about the $8,000 bill from the new car dealer at that point it was over 30 days. I wish they would have been more patient and had given The place we recommended the two weeks. I can speak for myself and for **** the salesman that has been with me nearly 30 years that we both always answer our calls. Whenever I received a text from ********, I immediately responded.  They purchased a vehicle in August of 2023 and brought it back to us in April of 2024 9 months later. Again, I wish they would have called the place we recommended. This might have had a different outcome. 

  Customer response

  06/19/2024

   
  Complaint: 21783813
  
  I do not accept the business's response as a resolution to my complaint because: they are not being honest about responding back to us and sold us a car that had issues.  According to the inspection report, it states Engine Running = Not required.  Is that a state law that you don't have to run an engine before you sell?  Yes, ***** spoke with my husband when we initially flagged the car completely stopped working with my ***************************** the middle of the road.  This was after taking it to their dealership (S & J Motors) in January for the same exact issue which they said it needed an oil change, the car was not at the required miles.  They did suggest a location in ******* NH once I finally got a hold of ****, however, I was told that it was a recommendation and that I would do the leg work to secure a place to take the car and that I would have to be happy with the location.  It was told to me that they were at least 2 weeks out from even looking at the car and that per the warranty, I could take it anywhere that would service us as long as the warranty covered the work.  Therefore, needing a vehicle, I did find a Chevrolet dealership that would take us immediately.  ************************* called ***** (cell phone) at least on 3 occasions and left voicemails which were never returned. He also called S & J motors to speak with **** at least on 2 occasions and each time was told he was with a customer or not on site.  We never received a phone call back to discuss the issue.  It wasn't until I was given ****'s cell phone by the office administrator, that I had a conversation with **** and was told by **** that ***** is an absent owner (used those words) and said that the best means of communicating with him is via text.  So I immediately sent a text and ***** did respond to me.  ***** called back later that day and did state he needed time to research the issue (same words he used with ***** the month prior) which we understood but never responded back the first time we addressed this with him.  Honestly, we would have agreed to at least some of the refund for the difference we had to pay out of pocket for the engine we had to replace (after warranty), $4800 was the total out of pocket since we had brought this car back to them previously for the same issue.  While I respect he has a long standing history in the town of ********* doing business according to *****, he should have responded to us and helped us towards the cost.   Neither attempt was done and we are seeking compensation towards the out of pocket cost we had to pay. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/20/2024

  The vehicle was purchased in August of 2023 with a 30 day or 1000 mile warranty. The Locastos brought it back to us in January of 2024 (well after their warranty was over) and My mechanic performed a recommended oil change. We did not hear from the ******** until April of 2024. I feel I really need to defend the not calling them back part. S& J has a 73 year history and both mine and **** (the salesman) cell numbers are on our business cards. We NEVER not return calls. As far as her question on the inspection report engine not running I can only assume that refers to the state of NH inspection. Of course we thoroughly go through every vehicle and our service manager drives every vehicle before it qualifies for sale. 
  I wish they would have brought it to the service station we recommended. I wish they got an estimate on how much the new Chevrolet dealer was going to charge them and discussing with us before approving that job. Lastly I discussed with ******** on a Fri on the $4000 it was going to cost them and told her I would discuss with **** and get back to her Mon or Tues the latest. (We were recommended to them by a very good repeat customer. )She decided to start the ******************** process instead of waiting for my call. I am still willing to discuss in person with the Locastos at their convenience like I originally was expecting to do.

  Customer response

  06/20/2024

   
  Complaint: 21783813
  
  I do not accept the business's response as a resolution to my complaint because we are still awaiting a call back if that is the resolution that ***** would like to take.  The last text to us was we should handle this through the BBB since I issued the claim.  ***** has our contact information and we are available to discuss with him either over the phone or in person.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/23/2024

  ******** chose to begin these BBB proceedings instead of waiting for a call back that was promised from me. I will always accept a phone call from a customer to have a conversation. Nothing in my communication here has changed. They purchased a vehicle in Aug of 2023 with a thirty day warranty. They had engine problems 8 months later. We recommend a service facility for them to consider, they chose to bring it to a New Chevrolet dealer instead that charged them $7800 to replace the motor with a used motor and after their extended warranty paid $3000 they were left with an out of pocket expensive of $4800. They never discussed their process or expense with the Chevrolet dealer with us until it was done.  

  Customer response

  06/27/2024

   
  Complaint: 21783813
  
  I do not accept the business's response as a resolution to my complaint because the engine issues were identified before 8 months, we brought the car back in January with the same issues.  We have attempted to reach out prior to issuing the initial compliant with the BBB, which goes back to May and based on ******* last text message, he stated "I was notified this morning that you started a compliant with the BBB I think its best if we do all our communication through them."  Given that direction, we've been attempting to manage resolution through the BBB.  At this point, we are seeking full cost replacement for what was not covered under warranty for this vehicle.  We needed a running vehicle and needed to have this fixed at a reputable dealership who could assist and service this car.  Based on ****'s recommendation, the company he mentioned was going to to be a handful of weeks out.  We are looking for closure and resolution.
  
  Sincerely,
  
  *******************************

  

  Business response

  07/09/2024

  When the Locastos brought their vehicle back to us for the first in January. It was already 4 months out of their 30 day warranty. My mechanic made a recommendation and it appeared to have solved that concern. We did not hear anything from them until April. At that time we made a recommendation where they could bring it to to have the work done under their extended warranty. That service facility was a couple of weeks out so they chose not to wait and brought it to a new Chevrolet dealer for repair which took well over 30 days. I feel terrible that the amount they got charged exceeded their warranty and they had considerable out of pocket expenses even after their extended warranty paid out.They chose that dealer and never discussed their cost with us until it was finished. I wish it had worked out differently.

  Customer response

  07/15/2024

   
  Complaint: 21783813
  
  I do not accept the business's response as a resolution to my complaint because again, we tried to communicate with ***** & **** on three different occasions as to provide the cost and what our plans were to move forward to fix the vehicle, however, neither of them returned our calls or were available when we called them both (on cell and their office).  How are you to communicate if they don't answer your calls or call you back?  We would have been satisfied having some form of compensation for the additional out of pocket costs (above the warranty) for the known issues we addressed with **** when they had our car in their shop during the winter.  I'll repeat again, we had no option but to do the legwork as expressed by **** to find a place that would service this vehicle.  He only gave me the name of a shop and phone number, never said, you must take it here and/or called to set up the appointment for us.  If that was the case, then we would have considered if the additional costs above the warranty (within reason) were covered. 

  If *****, wishes to purchase this car back from us, we would be okay with that resolution as well and/or compensated us for the difference we had to pay out of pocket.

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

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In a tale of unfortunate events, I ventured into the realm of S&J Motors, hoping for a reliable ride. Purchasing a 2009 Honda CR-V for about $15,000 during the chaotic used car market induced by COVID (sale date 5/29/22), I thought I had struck a fair deal. But little did I know, this was just the beginning of a costly ordeal. Two months later, the car suffered a blown head gasket, leaving me stranded and seeking assistance from the extended warranty I had purchased for about $1,400. To my dismay, TruWarranty denied coverage, citing "heat damage" as the reason, while S&J Motors, the dealership I trusted, offered no support either. Desperate for resolution, I discovered that the warranty contract conveniently excluded heat damage and forced arbitration rather than allowing a fair legal process. Feeling betrayed, I realized that S&J Motors had sold me a useless warranty, leaving me with a total loss of about $16,400 and a broken vehicle. Their lack of accountability and failure to stand behind their product demonstrated a disregard for customer satisfaction and a desire to separate me from my hard-earned money.

  

  Business response

  07/03/2023

  Thank you for sharing your experience with us. We appreciate your feedback and the opportunity to address your concerns.
  We understand the frustration and disappointment you have expressed regarding the blown head gasket and the denied warranty coverage. However, we would like to clarify that based on our records, the purchase of the vehicle in question was made over a year ago. You called us about the issue with the blown head gasket just last week, so you’ve had the vehicle for over a year before you had the issue, not 2 months ago as stated in your review.
  I spoke with the warranty company personally, as did multiple employees to try to resolve the situation. The reason for the denial of coverage was “heat damage,” which occurs from continuing to drive a vehicle after it overheats. This was also the diagnosis not from the warranty company, or S&J Motor company, but a third-party inspector. While we acknowledge your perspective, it is important to note that the extended warranty coverage often comes with specific terms and conditions, including limitations and exclusions. We apologize if there was any lack of clarity in communicating these details to you during the purchase process.
  At S&J Motor Company, we take pride in offering reliable vehicles to our customers. Before a vehicle is put up for sale, it undergoes a thorough inspection process to ensure its quality and reliability. Our team of experienced technicians carefully assesses each vehicle, paying attention to mechanical, electrical, and structural components, as well as performing comprehensive test drives.
  While we strive to maintain a high standard for the vehicles we sell, we understand that occasionally, unforeseen issues may arise after a purchase. It is important to note that we do not knowingly sell vehicles with problems or defects. However, due to the complex nature of used vehicles, some issues may only become apparent after extended use or specific circumstances.
  We regret that you feel our dealership did not provide the support you expected during this challenging situation. Ever since my grandfather built this business in 1951, our intention has always been to assist our customers to the best of our abilities and resolve every situation with integrity.

  Customer response

  07/08/2023

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

  I bought the car from S&J Motors with an extended warranty specifically to cover the unexpected.  I had the car regularly maintained by a very good mechanic.
  Then one day the unexpected happened: the engine light came on and the temperature gauge was all the way to the right.  We stopped the car immediately and had it towed to a mechanic who diagnosed a blown head gasket.  There was nothing more that we could have done.

  I do not dispute the fact that the engine was heat damaged.  Nor do I dispute that the warranty excludes coverage for heat damage.  My claim is that S&J Motors knowingly sold me what was effectively a useless warranty as it 1) conveniently excluded my issue and 2) stipulates that disputes must be handled via arbitration rather than small claims court, which imposes high costs even if I win, costs which effectively make it pointless to pursue legally.
  Furthermore, I am not a mechanic nor a lawyer.  I bought the extended warranty from S&J Motors expecting that they were acting in good faith, that they were selling me a product that would protect me and my investment should the unexpected happen.  And so I would have expected that had they actually been acting in good faith, after they had also exhausted every possible avenue with the insurance company, they would have repaired my car themselves and perhaps even stopped doing business with TruWarranty.

  But that is not what happened, and my trust in their good faith was misplaced.
  
  The rest of S&J Motor’s response is irrelevant and immaterial to my claim.  I never claimed that the car was defective when sold.  My claim is that they knowingly sold me a defective warranty.   

  I do dispute their claim that their intention has always been to assist their customers to the best of their ability and resolve every situation with integrity.  
  

  Had they done that and fixed my car, I would have been a customer for life.

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

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle on January 11th, 2022. It was a 2010 Hyundai Santa Fe with 56,970 miles on it. This was purchased with a 100% 30 day 1,000 mile warranty. On 1/24 the vehicle was brought back for an exhaust gasket and an O2 sensor. On 1/27 The vehicle was brought back for another O2 Sensor. These issues were brought by the engine light being on. By 2/8 (still within both warranty's) the check engine light was flashing. The car was brought to S&J motors again, Where they changed the oil filter, and cleared the P1718 Torque Reduction Request Code. According to their service paperwork, no work was done to the Knock Sensor, or a check towards the engine. Although stated that the engine was emitting an unusual noise. This issue reoccurred, and I brought it to Hyundai Framingham. Where they alerted me that code P1326 (Knock sensor performance) was activated, meaning the sensor was no longer picking up noises in the range that it is designed to do so. The knock sensor was replaced on 3/8 by Hyundai Framingham. The vehicles persistent issue progressed, and was brought back to Hyundai Framingham. Hyundai discovered the engines 3rd cylinder had 45psi, and cylinder 4 at 35% compression. I brought it back to S&J knowing I had brought up this issue on 2/8, where they declined their warranty to me despite the issue being brought within due time. By 5/29 the owner, Craig W******, assured me the engine was tested, and that all cylinders ran at 130psi as they should. I test drove the vehicle on 5/31, and the check engine light came on. They took a look at it on the spot, and sure enough Cylinders 3 and 4 were shot, and the engine was totaled. It is now 6/8 and they are telling me I owe ~$1,000 to replace my (now 64k mile engine) with an 89,000 mile one. I stated this clearly occurred within dealership warranty, and they said that no more financing is available other than what was offered. Internet complaints show I am not alone. Documentation available upon request.

  

  Business response

  06/17/2022

  ******* ****** purchased a 2011 Hyundai Santa Fe from us on 1/11/22. At the time of purchase, he signed our standard warranty of 30 days or 1000 miles parts and labor.
  On January 24, 2022, and on February 8, 2022, he came back for repairs. We diagnosed and repaired what we found and covered the costs even though he was out of warranty by that time.
  He then brought his vehicle to a Hyundai dealership where they diagnosed a problem with the knock sensor, and they replaced it. They did not report any other issue at that time. On March 15, 2022, we mailed him a check for $236.61 to help cover the cost of that repair even though he was out of warranty.
  On 4/21/22, he brought the vehicle to a Hyundai dealership in MA, and they diagnosed it as needing a replacement engine and that it was not covered under a factory warranty.
  ******* requested a full refund even though at time of delivery he signed a document that stated, “no returns and no refunds”.
  When he purchased the vehicle, he also purchased an after-market warranty. Using this warranty, we found him a replacement motor and the cost for parts and labor would be $4975. He was told that he needed to come up with $1000 since his warranty covered $3000 and we would cover the other $975. We also offered to pay the $100 deductible so his total out of pocked expenses would have been $900. He was not satisfied with this offer and chose not to accept it.
  By offering *** ****** the reduced cost on the motor installation we are in no way assuming responsibility for the defective motor. We do realize he had a challenging situation and through this whole time we only tried to help him including a replacement motor at a total out of pocket expense of $900.  

  

  Business response

  07/06/2022

  **** has decided to take us up on our offer to replace the motor with a used motor through his extended warranty and $900 from him. We are currently working on the vehicle now. 

   

  Craig W****** 

  President S&JMotor co, Inc.

   

   

   

   

   

  Customer response

  07/08/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17334617, and find that this resolution is satisfactory to me.
  
  I’m very relieved that we could come to an agreement.
  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. ↩