ComplaintsforMembers Auto Brokerage Service, Inc.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The purchase ******************** broker, Members Auto, had numerous issues and several failed attempts for a resolution to concerns. During the purchase process, there was no receipt of the ****** upfront. I was advised that upon **** receiving the vehicle from purchase, they had to replace the AC converter and new tires as they could not sell a vehicle that was not running or in like-new condition. Upon attempt of delivery, they received a check engine light and found that it was a faulty Catalytic Converter that also needed to be replaced. Matt was persistent and stated that there was a 21-day return policy. He ensured **** was going to cover all charges for the repairs and we will not see it on our loan. We did not receive a breakdown from the vehicle purchase price of $27,675 to $35,662.94. We received a copy of the inspection which did not include notations of the replacements for the AC Converter, Catalytic Converter, and tires or a full review of the clutch and transmission. During the test drive, I notice the difficulty with the clutch. I was advised to give it a few days during the signing, where in front of my co-signer and myself, Matt assured us we had 21 days. I reached out to Matt over the weekend stating the clutch was unresolved and he advised he would help with a replacement. During the process of looking for a safe reliable replacement, within 2 weeks the clutch goes out as I am driving home from work. While Matt was trying to give me information on how to utilize the warranty, he advised he would research to see what they could do in regards to the sale and replacing the vehicle. ****** emailed notes on all the issues he had found with the clutch before the teardown and what was found during the teardown including stating rust found. Mileage on both shop reports verifies less than 400 miles driven. Upon checking my tires recently, we found no TPMs were not installed with the tires and is required by law. No response was received.

  Business response

  08/22/2022

  Before the complainant filed a BBB complaint, Members Auto already helped her despite having no obligation to be involved in her vehicle repair process. Within recent months, as an act of good faith to help her we paid over $1,200 for: an additional key for her vehicle, tow truck reimbursement and refunding some of *******************' charges. We offered to have a mechanic diagnose the clutch issue and cover much of the expense but she chose to take her vehicle elsewhere, therefore we are not refunding *******************' charges in full. The vehicle had tire pressure sensors at the time of purchase and no TPMS light was illuminated, therefore we are not refunding her Discount Tire charges. Members Auto does not provide CarFax branded vehicle history reports. If desired, this is something a car shopper may purchase on their own. After Members Auto purchased this car, our mechanic suggested work to be done which we contacted the complainant about prior to completing, in order to determine if we would continue with this transaction at a higher sales price. If the vehicle price changed before it was purchased, the change was to pay for work performed prior to sale. We have been unable to find a reference to a return policy and the vehicle was not returned. Multiple mechanics drove this vehicle and stated the clutch was shifting smoothly prior to sale. Our employee notified the complainant during her test drive that she needed to stop pressing the clutch after changing gears and she'd stated she hadn't driven a manual transmission in 10+ years. When the complainant contacted the sales person after the sale stating she didn't like the sports car and wanted to trade it for a brand new SUV, he began working on her request. We do not refund negative equity as a result of buyer's remorse. The signed *****'s Order has an itemization of the sale on page 2, which was re-sent to her per her request on 5/30/22. The credit pull to open a savings account is a soft pull which does not affect the score or inquiries count, therefore requires no correction

  Business response

  09/05/2022

  Business Response /* (1000, 6, 2022/08/22) */ Before the complainant filed a BBB complaint, Members Auto already helped her despite having no obligation to be involved in her vehicle repair process. Within recent months, as an act of good faith to help her we paid over $1,200 for: an additional key for her vehicle, tow truck reimbursement and refunding some of *******************' charges. We offered to have a mechanic diagnose the clutch issue and cover much of the expense but she chose to take her vehicle elsewhere, therefore we are not refunding ****** of Las Vegas' charges in full. The vehicle had tire pressure sensors at the time of purchase and no TPMS light was illuminated, therefore we are not refunding her ************* charges. Members Auto does not provide ****** branded vehicle history reports. If desired, this is something a car shopper may purchase on their own. After Members Auto purchased this car, our mechanic suggested work to be done which we contacted the complainant about prior to completing, in order to determine if we would continue with this transaction at a higher sales price. If the vehicle price changed before it was purchased, the change was to pay for work performed prior to sale. We have been unable to find a reference to a return policy and the vehicle was not returned. Multiple mechanics drove this vehicle and stated the clutch was shifting smoothly prior to sale. Our employee notified the complainant during her test drive that she needed to stop pressing the clutch after changing gears and she'd stated she hadn't driven a manual transmission in 10+ years. When the complainant contacted the sales person after the sale stating she didn't like the sports car and wanted to trade it for a brand new SUV, he began working on her request. We do not refund negative equity as a result of buyer's remorse. The signed Buyer's Order has an itemization of the sale on page 2, which was re-sent to her per her request on 5/30/22. The credit pull to open a savings account is a soft pull which does not affect the score or inquiries count, therefore requires no correction

  Customer response

  09/09/2022

  The $1200 that was reimbursed included the tow fees as stated in the previously attached emails.
  
  The mechanics offered to fix my vehicle were the same mechanics who stated the clutch system was working fine. On the attached reciept of vehicle inspection, there was no full inspection of the clutch done documentated.
  
  As they clearly stated in their response the **** lights weren't illuminated. Meaning when the car starts, the sensors were not being read. Therefore upon inspection at Discount Tire, they verified it was never installed.
  
  The mechanics offered to fix my vehicle were the same mechanics who stated the clutch system was working fine. On the attached reciept of vehicle inspection, there was no full inspection of the clutch done documentated.
  
  I had asked for proof what was installed and repaired prior to delivery and have not yet received those. We were told by **** they could not sell a vehicle that was not in working conditions therefore Members Auto would pay for the repairs, not add it to our loan. Upon delivery I was told another key was included. Otherwise I would have chosen better and reasonable priced tires.
  
  When the vehicle was in repair **** stated he could work on replacing the vehicle with another option. Negative equity would be minimal as the major components were already replaced, however the manager **** attempted to offer less than ***** Blue Book value of a non-operable condition.
  
  All items stated above have proof in emails and receipts attached to the original complaint.
  
  As for my credit report, whether or not it was a soft hit on my credit report, it still shows as an inquiry that affected my credit. When the bank representatives who opened my account stated the correct policy was to do it the day we accepted the loan.
  

  Business response

  10/03/2022

  Mechanic safety inspections completed on used vehicles include inspection of the components listed on the Multi-Point Vehicle Inspection Report to determine if the vehicle is operating safely. This does not include a full teardown of engine, clutch, transmission, etc when there is no reason to believe an issue exists with any of those items on a smoothly running vehicle. The trade-in value offered for the complainants vehicle was based on multiple automotive industry subscription valuation tools rather than one individual consumer-access resource and was a fair offer. All other items listed in Consumer Rebuttal were addressed in previous Business Response

  Customer response

  10/04/2022

   
  Complaint: 18115431
  
  I am rejecting this response because:

  The clutch was not properly working from the beginning and it was documented via email. They stated nothing was of concern, however, within less than 2 weeks the clutch failed and needed to be replaced. Less than 400 miles of being driven the clutch is not at negligence by the driver, but by damage over time, which I did not have and was documented by the ****** techs emails attached. Along with that, no TPMS was ever installed with these new tires that were required to be replaced documented by Discount Tires techs.

  They offered the same company to look at the vehicle and stated nothing was wrong while driving. With the repair costs still have out-of-pocket expenses to myself. It was a safe choice for a certified warranty to be in place as well as a certified mechanic to repair since they saw no issues from the beginning their mechanics are ************** and the warranty purchased not covering wear and tear items of the vehicle.

  The salesperson **** also had concerns about the vehicle before the sale as well and stopped communicating with me once the car was in the shop after he advised that something wasn't right. 

  I just want the full refund of the clutch, what they overcharged me for repairs of the catalytic converter, ac compressor, and tires they purchased without ensuring the safety feature of TMPS installation applied to my loan as they stated they consciously stated they could not sell me a car that was not in running condition and refused to take it as a return without having to trade it in for less value than what I had to put. If as stated the value of the vehicle is only $22,000 why am I being charged over $37,000 without documentation as to what costs were.

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

  Business response

  10/05/2022

  All items have been addressed in previous responses and no further responses are warranted.

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