ComplaintsforAuto Outlets USA, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  1. Before I purchased the AWD ***** we agreed to swap out the rims of the car because the rims were in really bad condition. 2. They changed 2 of the rims, when this was done, they took the rims from another ***** they had on site and did not change the tires. 3. Having an AWD vehicle with mismatched tires and treads/depths is bad for your vehicle. This is known by pretty much everyone. 4. I contacted the salesman the day after I took the vehicle to get this rectified. He said: "no problem, he would get me into the service department" 5. When I brought the vehicle into the service dept they fixed some of the other issues I had (which was fine). The service manager said that having matching tires on an AWD was just a "***** recommended thing". 6. The "GM" or whoever is in charge of these decisions said that the car was an as is sale and that they would not put matching tires on the car. 7. I had already signed the paperwork, so I was pretty much SOL.

  Business response

  08/30/2024

  We have handled *******'s complaint. He is satisfied. Thank you.

  Customer response

  09/03/2024

  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. 
  
  Regards,
  
  ******* *******
  
  
  
  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14 2023, I purchased a ***** ******* rt from the Wolcott location. The vehicle had numerous obvious defects, and I was assured by the saleswoman "Everything it needs will be taken care of prior to delivery ". Within 3 days, I notice various safety equipment malfunctions as well as a check engine light for misfire. I was prompted to return to the dealer for repairs, which I did. They fixed 1 of 3 problems, and reset the code instead of repairing the vehicle. It was returned to me, I assumed fully repaired, only to take the vehicle to a different dealership for service and finding out they had never fixed the vehicle. I returned to Wolcott 3 days ago, only to be told my warranty covers nothing, and they don't care I've never had a working, whole vehicle. I was offered a "discount" to fix issues original to the vehicle. My intake and exhaust manifolds are also shot. I have only driven it in the summer, and put 3k miles on the vehicle in a year. I was told by the manager " we only made 800 dollars on the car" and "what do you want, you got a good price " essentially. I paid in cash, up front, for this car by the way. To this day, repairs have not been made, I took the vehicle back this morning. After giving the dealership in Wolcott a chance to make this right, and their failure to do so, I have no choice but to litigate. The vehicle and warranty service were misrepresented at time of sale. Unless full repairs are authorized, at no cost to myself, I cannot see any other means to resolve this situation. I will also be contacting NYS to inform them of the safety equipment failures at time of sale, and would call into question their licensure to sell/inspect vehicles. I will actively be pursuing the auto fraud in court. I will further be contacting CoC and the NYS atty General.

  Business response

  06/03/2024

  BBB spoke with Joe at the business who indicated that this has been handled as warranty issue.

  Customer response

  07/02/2024

  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.Warranty only covers things that happen during my ownership, AUTO OUTLETS sold me the car with this problem, noted within 2 days of delivery. Paperwork to prove it. ****** ***** has confirmed through diagnostic that my account of this is 100% correct. Don't give me "we're helping a year later". YOU WERE ALWAYS GOING TO FIX THE VEHICLE AS YOU ARE LEGALLY OBLIGATED TO DO SO. YOU SOLD ME A LEMON. Perhaps Mr R***** is unaware of the facts, or willfully ignorant. Auto outlets has cost me a great deal of time and money, as well as depriving me of my property more than 50 days of the time I've owned it. Repeatedly returned my vehicle "fixed" in an effort to avoid costly repairs. I HAVE BEEN HARMED IN THE EXTREME BY THEIR GROSS MISCONDUCT. I still don't have my vehicle. I buy a new *** ******* every 2 years, and frequently buy vehicles,  I have never had these kind of issues once. This is an Auto Outlets problem, not me. I've never had such a bad buying experience. You could've overnight shipped parts, you could've hired a tow company, you could've done the right thing. You've chosen not to. You've chosen to weasel out of every little thing. I have a mind to inform Alpha Warranty of the situation, so they know you're committing fraud against them as well. Nothing I've said has been false. I got a diagnosis from *******, August of last year, after you "fixed" the car. I knew then something was up. Why do you think I've been saying "camshaft and lifters" for a year? You have been caught. I would also like to add, I haven't recieved a single fair offer in compensation for the damages Auto Outlets of Wolcott has caused me.We should talk about how much of my purchase price I should be refunded. I would like to discuss compensation for my damages.You're lucky I gave you an opportunity to make this right. In court, you wouldn't stand a chance. This is open and shut auto fraud. I have a diagnosis from August of last year proving my account of events. You sold me a vehicle with a bad camshaft and valve train. "As is", is not an affirmative defense against Auto Fraud. Regards, ***** ******

  Business response

  07/02/2024

  07/02/2024 

  ***** ****** and I, spoke this morning. We are in agreement that the path both parties would like to take, is that ****** ***** finish the service work on this vehicle. Once completed this vehicle will be delivered to Mr. ******'s residence. Mr. ****** is aware that he is able to contact me from here on out with any questions or concerns. Thank you.

• Initial Complaint

  01/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in July,2023 and Brad told me the extended warranty was bumper to bumper and covered everything except things like brake pads and windshield wipers. I took it in and it needed 2 normal repairs but neither was covered.

  Business response

  01/22/2024

  Currently having management dive into this too see what was covered or not. Will be reaching out to the customer to see what we can do to agree on and provide satisfactory results. Thank you!

  Customer response

  01/22/2024

  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.  Regards, ****** *****

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  my boyfriend who bought a 2012 ***** ********* 2500 from the Wolcott location. We have brought that truck in I don’t even know how many times now. Just this past week it has been in four times for it leaking. The first time I had to fight to get it towed in because it was over heating the thermostat was bad and so wasn’t the water pump. The second time it was brought in to I told them to check the clamps they briefly looked at them and said they were fine and not to hesitate driving it because the mechanics forgot to tighten the overflow cap down, well it was brought back in the following day because it was still leaking and they replaced the thermostat housing. Today it was brought back in again due to it leaking well I asked them over the phone to check the head gaskets because there is no reason for a vehicle to be leaking like this at all actually. Well they actually looked at it today and found out it was leaking from around a clamp and now it is still leaking. It has been brought in for bad transmission lines, the back up camera which still isn’t fixed, running boards that fell off two days after getting it which still isn’t fixed, the roof leaking after they replaced the cab lights due to them being out when they sold him the truck, cab light replacement, fog light, and the starter a week after buying it. Everytime that the truck gets brought in there isn’t a loaner. He had a loaner one time and that was for three hours while they fixed it. This is not only costing you guys but us too it is not cheap to have keep brining it back in every week sometimes multiple times a week.

  Business response

  01/02/2024

  BBB spoke with Dale at the business who said that the matter has been taken care of.

  Customer response

  01/02/2024

  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. 
  
  Regards,
  
  ***** *******
  
  
  
  
  

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on October 25th of 2023 i went to auto outlet in search of a car i met a young lady named Lauren advised her what amount i wanted to stay at and that did not happen .i was financed for a particular car. quoted higher than it was listed which was removed. and i was told that it was no money down for this car and i was approved without money down or trade as my down payment and they accepted trade but wouldn't give me the vehicle i wanted so my trade was taken. The vehicle only had about 15 worth of gas and it was not detailed nor clean i spoke to Lauren and was told to come back and they would assist me however to date that has not happened she texted asking me about a day i gave her wed but no time did she give me nor has i heard from her since even 3 days later after car purchase i advised Lauren i wanted to exchange vehicle and was told i had 5 days and she was out of office but i had to return dealer plates which i did. When i mentioned it i was told well you didn't speak to derrick but i went by our conversation and i came with trade that i was told had to be turned in that day. I had to requested spend money for my own tow, and gas and detail for this vehicle nothing she states is sincere the only time she was nice was when i needed a car once she got me into vehicle i became nobody and she talks very rudely to you .so to date no gas no alignment nor brake check, no detail nor exchange. I got stuck with a much higher vehicle price and payment amount than we spoke about.

  Customer response

  12/26/2023

  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. 
  
  Regards,
  ******** ********
  
  
  
  
  

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I an my girlfriend purchased a 2018 jeep wrangler in july ish of last year an were told it checked out good to go with there 119 point inspection. Not 3 days later ebrake stops working n so does the rear plate light. Both of which had to be fixed a second time at our expense the right way. Not 9 months after purchase transmission completely falls apart leaving us almost stranded... No available service date in sight for upwards of atleast a month. Told to send to another dealer they should honor the extended warranty or wait. Sent to another ******** dealer after a tow home, an tow to dealership. After awaiting for them to diagnose they quoted 9,000 dollars to completely replace said transmission because of excessive wear n tear an over heating due to previous owner abuse. Which is almost 5 to 6 weeks while they await parts. The extended warranty in which we purchased for 4,000 dollars will not cover said repairs do to "operator error" because of said abuse. This vehicle is a grocery getter an girlfriend main mode of transport for her an the kids. It's never once left a stone drive way at the worse. We have sxs n wheelers for offroad. No one in service or sales will answer, return, or comment on the issue further, "Oh well sorry" is all we were told from service advisor assistant, before the line was disconnected. Lemon law lawyer is being contacted for repairs or complete refund in the morning.

  Business response

  05/31/2023

  BBB received a call from an Auto Outlets representative who explained that the repairs were covered under the extended warranty.

  Customer response

  05/31/2023

  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. We still have not been approved thru the warranty due too a failure on the sales side to note that the vehicle had a lift with over size tires. It has been nothing but back n forth with no resolution yet. We've missed work, Apts, practice n games for the kids due too no vehicle or loaner while waiting for the constant back n forth. We've now even gone too the extent of renting an additional vehicle while waiting which is proving too be a growing expense that will not be able to be continued. Regards, **** *******

  Business response

  08/24/2023

  Scott P***** called from the business and stated that the vehicle has been repaired and that the consumer has the vehicle in his possession.

• Initial Complaint

  05/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a car from auto outlets USA at the very end of November for way more than we should have. We have had nothing but problems that have cost tons of money. We bought the extended warranty which does not seem to cover anything as they are saying it’s wear and tear. I am completely baffled how I’m 4 months the serpentine belt, headlights, all 4 tires and the clutch have had to be replaced. The car is rusting out so I am not sure if that was covered when we bought the car because that surely wasn’t like that. This car has had so many hidden issues that the dealer had to have known about and just passed on to us and that is very deceptive sales practice. We have to replace all the brakes and rotors now as they have rusted and are in terrible shape. We have had the car back for less than a week after they fixed the clutch and cause solenoin damage. Now the cars dash lights are all going crazy. It’s one thing after another. This car is costing 1000’s to repair and we paid 1000’s over what we should have. They need to take this car back and eat the cost of selling damaged cars to people. I not the only person I know who has had tons of mechanical issues with a car from them. I have reached out to the president of the dealership and have gotten no response. They are extremely shady and deceptive and do not care about the people they sell their scrap metal cars too and it’s very frustrating. My 18 year old does not have the money to keep fixing this nor should she have to drive an unsafe vehicle. Please help…

  Business response

  05/31/2023

   To whom it may concern; The principles of honesty, transparency, innovation, and  community guide Auto Outlets USA. We pledge to change the status quo by providing every customer with genuine care, an outstanding value, and a great vehicle. That is our mission statement... for which we strive towards with each customer who comes to purchase a vehicle. Which is why we were  shocked to see such a complaint come over from one of our valued customers. Every vehicle we buy goes through a rigorous 119 point inspection before being offered for sale, which includes checking the vehicles history reports to make sure there are no serious issues with our vehicles.  First, i wanted to express that if any our employees treated anyone in a way that is considered disrespectful or aggressive on behalf of Auto Outlets USA  I apologize and understand we take steps to prevent such concerns and will perform an investigation to ensure that steps are taken to ensure all customers and handled in a professional and courteous manner. Second, i have spoken to Mrs. ***** on two separate occasions, first was to address the problem with the clutch making noise and slipping, upon our technician inspection it was found that the clutch disc ,pressure place and throw out bearing needed to be replaced due to  excessive wear, and also due to heat stress the engine flywheel was replaced due to heat and excessive slipping. a clear estimate was presented before the repairs were completed and was approved by Mrs. ***** . The repairs were completed and road tested by myself to ensure proper operation before the vehicle was returned to the customer on may 1,2023. during the repairs on may 1, 2023 visit Auto Outlets USA s also supplied Mrs. ***** with a service loaner at no charge understanding that their vehicle was a primary vehicle used for transportation.  Then on May 8, 2023 Auto Outlets USA received an E mail from Mrs. *****  that there was a random lights on dash of the vehicle. I called  Mrs. *****  on May 9,2023 to see if i could assist in schedule an appointment at her convenience  to diagnosis  the concern, she said she  was under doctors care and could not speak with me at that time  and she also said she was going to take the vehicle to a local ****** dealer to have vehicle diagnosis  on May 10,2023, I had instructed Mrs.  ***** that Auto Outlets USA  would be happy to assist if they were not able to accommodate her needs. and would  appreciate some feedback on their diagnoses. Until I received this notice, we have not received any communication about the vehicles concerns and if the vehicle had been repaired.   for reference  the vehicle was purchased November 30, 2022  with 72,215 miles on it, the only repair that Auto Outlets USA   has in history was  that of may 1.2023 for the clutch repair and the mileage on that dat was 81,617   a difference of 9402 miles from the date o purchase. The NYS dealers limited used passenger vehicle warranty for this vehicle would be for 60 day or 3,000 miles from  date of purchase. for covered failures.   this was clearly expressed to Mrs. ***** before any repairs were completed and her vehicle and the  components that failed were not covered by both her extended service contract of by the selling dealer.  Lastly, Mrs. ***** was supplied with a copy of the repairs that were performed at Auto Outlets USA  for her records. Auto Outlets USA strives to achieve customer satisfaction as a priority  and would  be happy to assist Mrs. ***** with trade in  assistance for another vehicle, if the customer wishes at current competitive market trade in prices if the customer needs further assistance.  In summary these were the steps and reasons to address this complaint.   Sincerely,  Scott P***** Service Director/ Auto Outlets USA  

• Initial Complaint

  12/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i traded in my 2018 ***** ********* from ********* **** into Auto Outlets in July and i left with a 2017 ***** *****. not even a month later i took it back in because it wasn’t running right and the check engine light came on, turns out it needed a new transmission. they sent my car to the shop it came from originally and it took about another month of rental cars before i got my car back because it was just endless problems with trying to get it the cost covered and the engine light ended up shutting off so i got my car back on September 15th still with the same old transmission and they had me drive it around until the engine light came back on and it came on almost immediately so i took it back to the shop on the 17th when i left the hospital from having my daughter so they could finally get the transmission done. once i finally got my car back with a new transmission, which was around the end of September beginning of October, the morning after i got it back my car wouldn’t start, the battery was shot, so once again i took my car in to get fixed, this only took a day but i decided i no longer wanted a car that wasn’t safe and had so many problems, the car still runs awful and i don’t want my children in it. they told me numerous times i could trade out but now they’re giving me a hard time and giving me every excuse possible to not get me in a new car. i was sold a lemon car and all of a sudden they want an outrageous down payment even though my co signer has A+ credit. i need out of the car in i’m now or out of the payments, i’ve been paying for this car when i’ve barely even had it since i got it. it’s been nothing but problems and its definitely not a safe vehicle for my children

  Business response

  01/20/2023

  To whom it may concern,My name is Zach F*****, and I am the Facility Director of Auto Outlets USA in Wolcott, NY. I have been notified of complaint #18556747 by the Better Business Bureau regarding customer **** *******.**** E. ******-******* purchased a 2017 ****** ***** from Auto Outlets USA on July 14th of 2022. As Ms. ******-******* stated in her complaint, she carried over approximately $5000.00 in negative equity from her previous auto loan, which was purchased at ******** **** in Williamson, NY. Former Sales Manager Samantha Dallas was able to secure financing for Ms. ******-******* through ******* ******* ****** *****. Ms. ****** also suggested that Ms. ******-******* purchase GAP insurance for the amount of $230.00 due to carrying over such a large amount of negative equity. Unfortunately, Ms. ******-******* has had several occurrences where mechanical issues have occured with her vehicle post delivery. I have itemized each issue for you to view as well as attached all documents related to them. On 07/20/22 a repair order was opened due to a check engine light appearing. Ms. ******-******* was provided a loaner vehicle while we attempted to diagnose her vehicle. Automotive Technician Thomas C**** diagnosed the vehicle, stating there was a slight grinding noise when shifting gears. Mr. C**** performed a transmission flush as a first attempt to six the issue. Ms. ******-******* picked her vehicle up with no further issues until 08/23/22.On 08/23/22 a repair order was opened due to a check engine light reappearing. Ms. ******-******* was provided a loaner vehicle while we attempted to diagnose her vehicle. Due to the transmission flush already being performed and not permanently fixing the issue, the vehicle was sent to ****** ****** in Canandaigua for further diagnosis. ****** ****** deemed the vehicle would need a new transmission. Auto Outlets USA granted permission for the transmission to be replaced at no cost to the customer and paid ****** ****** in full for the work performed. Once the transmission was installed the vehicle was returned to Ms. ******-*******. I would like to point out Ms. ******-******* returned her loaner vehicle with no gasoline, beer bottles, bottle caps, and cigarette ashes throughout the vehicle. Auto Outlets USA has a disclaimer stating customers are to return loaner vehicles in the same condition as when received, or an additional charge will occur. Ms. ******-******* was not charged this fee out of good faith.On 10/25/22 a repair order was opened due to Ms. ******-******* stating her vehicle would not start. Automotive Technician Matthew Smith diagnosed the issue and determined the battery was not holding a charge due to user error. Although New York State automotive dealerships are not responsible for batteries under New York State Lemon Law, Auto Outlets USA always attempts to go above and beyond for customer satisfaction. I approved the battery being replaced at our expense due to Ms. ******-******* having previous difficulties with her vehicle.On 12/19/22 a repair order was opened due to Ms. ******-******* complaining of tire noise coming from her vehicle. Auto Outlets USA provided Ms. ******-******* with a loaner vehicle while we attempted to diagnose the vehicle. Automotive Technician Neil S****** diagnosed the issue and determined a bad wheel bearing (front passenger side) was the cause of the noise. Sales Manager Christopher S******** and I determined to cover the cost of the wheel bearing for Ms. ******-******* in good faith.I have witnessed two attempts to trade Ms. ******-******* out of her vehicle with no success. Auto Outlets USA attempted to give Ms. ******-******* what she paid for her vehicle in trade value toward another vehicle of her choosing. However, financing was unable to be secured due to a high debt to income ratio and recent purchases. Unfortunately, that is not something we as a company can control. Auto Outlets USA always attempts to provide the customer with 100 percent satisfaction. As a company we have gone above and beyond to accommodate Ms. ******-*******. Auto Outlets USA has covered every mechanical issue that Ms. ******-******* has complained of at no cost to her. Although we are a used car store and things can occur with any machine, we try our best to stand by our vehicles and never leave a customer hanging. Thank you kindly,-- Zach F*****Facilities DirectorAuto Outlets USA###-###-####

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a 2017 **** ****** ** vin number ***************** from Auto Outlets 5671 Whiskey Hill RD, Wolcott,NY they never told me this vehicle had a potential odometer rollback indicated. I was having issues with this vehicle took it in to get problem fixed got it back and the same thing happened again 3 weeks later I bought this vehicle around December 21,2021 so I decided to trade the vehicle in with another dealership and they are the ones that ran the ****** and told me about the odometer rollback. I think the dealership that I bought this from should have been honest with me and told me about this and I feel they have very poor customer service. I am hoping something can be done about this considering it’s illegal to set back a vehicles odometer. Can someone please let me know if anything can be done. Thank you for your time

  Business response

  06/27/2022

  Dear ****, We have received your complaint and have attached the Auto Check showing no odometer discrepancy on the 2017 **** ****** VIN *****************. All AutoChecks are readily available on our website free for the customer to access. I have attached it to this response, please feel free to reach out and ask for Samantha if you have any further questions. Sincerely,The Auto Outlets USA Team

• Initial Complaint

  05/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased a vehicle threw auto outlet and with in less then a year we now sit without a vehicle due to a bad transmission. Now going back to six years ago we had purchased a different vehicle and had it for a week and the same thing happened it went back to them for a bad transmission. This is money out of our pocket and paying on a vehicle that just sits while they have our car with no loner. I would not call this as lemon car, not twice I know my father and other and other customers have had the same problem with their vehicle they have purchased there. This is continue on going problem with this dealership yet they say they do a 119 point inspection. Along with this if you didn't take out the extended warranty everything is out of pocket or you just don't have a vehicle you can drive. Our car now going on week two has yet to be torn apart to fixed.

  Business response

  08/05/2022

  Mrs. ******** purchased a 2016 ********** ********* on 9/25/2021 with 77,921 miles. On the date of the complaint this vehicle was well out of its NYS Limited Use Warranty of 60 days or 3,000 miles. The vehicle was brought in and Diagnosed with a bad transmission which was covered under her extended warranty contract which is offered for situations like these. ***** authorized a repair of $9623.51 to fix the transmission in Mrs. ********'s vehicle. At this time Mrs. ********'s transmission has been repaired and the vehicle had been returned to her.

*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. ↩