Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had bought a van off them an it has a warranty on it it's been tooken to the garage 3 times now since having it , we haven't had it that long to have to have that much wrong with it , now this time its a gasket and the catalytic converter they said it's not covered by warranty an the price is over 2,000 it was that part the last time along with the oil thing the garage changed but they never fixed that made it so it didn't show , this is the only car we have to get around on a day to day basic for things we don't have that kind of money right now to fix it. We are eaither wanting them to repair it with no cost or exchange for another car or hand over the title with paying it off because this is not fair to me to not have a reliable car an just getting not to long ago having this much trouble with it

  Business response

  12/26/2024

  Mr ****** purchased the **** ***** ***** ******* on 4/22/2024. Prior to purchase the van was serviced and NYS Safety Inspected by an independent garage. At the time of purchase, the vehicle had 114944 miles. The customer purchased a 24 months/24000 mile limited extended warranty at the time of purchase, that covers many major components, but not wear and tear items, such as brakes, exhaust, tires, etc.

  On 6/19/2024 the customer had the vehicle to the independent garage for a low voltage issue, that was diagnosed as needing a battery replacement. This was not covered under the extended warranty and is not covered under the  NY Lemon Law warranty. As a gesture of goodwill, Riverbank Auto Sales paid for the battery replacement, even though the van had been driven over 4000 miles, and had at this time 118965 miles.

  On 10/30/2024 the customer had the vehicle to the independent garage for a check engine light. The vehicle was diagnosed has having a engine oil cooler failure, requiring the replacement of the oil cooler, gasket, oil change and filter. The total cost was $898.29, of which the customer paid $174.04. The balance was covered under the warranty they purchased. At this time the vehicle had 133984 miles and had been driven 19040 miles since purchased.

  On12/18/2024, the customer took the vehicle to the independent garage for a check engine light that was diagnosed as a failed catalytic converter. This is completely unrelated to the previous minor issues that vehicle had.

  This item is not covered under their warranty and is the customers responsibility. At this time, the vehicle had 138327 miles and had been driven 23383 miles since purchase.

  The customers complaint that this issue was related to the issue on 10/24/2024 is not factual, and is proven so by the Repair Order (see attached) that clearly shows the P06DD code was for the Oil Pressure Control Circuit. There were no other codes present at that time.

  Riverbank Auto Sales Inc is not responsible for this issue and it is the customers responsibility.
  

  Customer response

  12/26/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ****** ******  So I am not completely accepting the response made by the business, we haven't even had the van for a year it's only been 7 months an it's already had to be in the garage 3 to 4.times because of problems it should not of had that many problems with it already from owning it in that little time frame , I am wanting a better solution then that because this is the only car we have to get around on a day to day basis an with our if running the way it should an always running into problems an having to go back to the garage is a little ridiculous  

  Business response

  12/27/2024

  As stated in my original response, the customer purchased a "Used" vehicle over 8 months and 23397 miles ago. There was no implied bumper to bumper warranty on the vehicle. The customer seems to believe it is the dealers responsibility to pay for any and all repairs the vehicle should need. That assumption is not supported by New York State Law regarding New York State Auto dealers. On vehicles with over 100,000 miles at time of purchase, the dealers responsibility is to provide that the vehicle is in good operating condition, and has satisfactorily passed a New York State Safety Inspection. All these conditions were met, as they are on every vehicle we offer. This can is verified by our spotless record with New York State Department of Motor Vehicles since opening in 2013.

  The repair of the issue that inspired the customers complaint is NOT COVERED under any applicable warranty, law or regulation of New York State, and is the sole responsibility of the customer. Therefore, Riverbank Auto Sales will NOT be paying for the repair, will NOT be exchanging the vehicle for another, and will NOT be paying off the customers loan and in essence giving the customer a "free" vehicle.

  At this time, Riverbank Auto Sales Inc, considers this matter to be closed.
  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, My name is ***** **** I am reaching out in regards to a vehicle I purchased 2 months ago. The day we picked it up from the dealership we got less than 5 miles down the road and realized there was something wrong with the car. We went to bring it back so the dealer could take a look but he had “left for the day.” He said to take it to his shop Monday. We then took it to a shop they said it was a wheel barring I picked the car back up and got going down the road just a little bit, and noticed it was still doing the same thing it did when purchased. I then called the dealer back to explain that the problem was not resolved he just told me to bring it back. I brought it back and told the shop what it was doing and explained I had a warranty and that this issue needed to be resolved. We waited around almost 2 weeks for a update, the shop stated that they called the warranty company and a adjuster was gonna come take a look at the vehicle to determine if it indeed needed a new transmission, The adjuster came and test drove the vehicle and agreed the transmission needed to be replaced. The adjuster informed us it was only covered if something happens 3 weeks after purchasing the vehicle and that “transmissions don’t just go overnight.” And concluded it was a preexisting condition I then contacted the dealer again to discuss where to go from there. We then got backlash because he told us that we should’ve said the problem started a week or so after driving it. When that was not the truth. He said “ I don’t know what to tell you I’ll look into a transmission but they aren’t cheap.” I have paid 2 car payments on this vehicle and haven’t even been able to drive it. I would like to get the transmission fixed or just simply get into a different vehicle. I am currently 30 weeks pregnant and I need a vehicle. I can’t keep paying on a vehicle that sits in the shop parking lot. This entire situation has been completely un professional.

  Business response

  09/19/2023

  The customer was told the issue would be handled as soon as the required part became available. Due to availability issues beyond our control, this has been delayed, but should be resolved by next week.

*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. ↩