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:06/26/2024

  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 used car from this dealership. Within the first 30 days my check engine light was on. I brought the car in and the service dept made all kinds of excuses as to why they wouldn't be fixing it. I was told by the salesman that any issues at all would be covered by NYS lemon law. The service department didn't do anything except clear the code. a few weeks later, the light was back on. Again, I reached out to the dealership and again they dismissed me. I reached out a third time the first time I tried to use my AirConditioning(which is listed as being an issue that was serviced prior to me purchasing the vehicle. The code for the check engine was involving the Turbo that had also just been serviced(according to the paperwork they gave me. My engine blew up on the highway this past Friday after not even having the car for more than 3 months. I reached out to the dealership and they have completely ignored my messages. I believe if this company would've addressed this, I wouldn't be in a rental car making payments on a car with a blown engine and I shouldn't be responsible financially for repairing an issue that should've been addressed.

  Business Response

  Date: 07/12/2024

  I have reviewed the service records and sales documentation associated with the 2016 **** ******: ***************** that was purchased from Exit5 Auto Group on 3/7/2024. To note, the odometer reading at the time of sale was 84,652 miles. I also spoke with Korey T***** - Fixed Operations Director who had direct interaction with ***** ******* in regards to after sale service. I have attached RO: ***** for review. This showcases an itemization of repairs that were completed at our service facility upon vehicle acquisition prior to retail. There were $8,327.15 in repairs/replacements completed. This document is provided to customers prior to purchase as a part of our sales process. Additionally, service records associated with each vehicle listed for sale is accessible on any vehicle's Vehicle Display Page on our website: ****************** I have attached several sales documents associated with the 2016 **** ****** that ***** was provided as represented by her signature. These documents include the Buyer's Guide, Used Limited Liability, Ownership Survey, Vehicle Service Contract/Ancillary Product Menu, Warranty Declination, and Dispute Resolution. It is my understanding, as describe by Korey T*****, that ***** did contact the service center regarding issues related to her A/C unit and a Check Engine Light. During both interactions ***** declined to authorize diagnostic charges associated with beginning the repair process at Exit5 Auto Group. For this reason we do not have record of these repairs in our Dealer Management System. Upon review of the sales documentation it appears that James Kennedy (Sales Manager) presented the appropriate documentation to ***** and went through Exit5 Auto Group's sale process to protocol. Attached is the Used Limited Liability warranty document. This document states that the 2016 **** ****** had an applicable Implied Warranty for 30 days from the date of ownership or 1,000 miles driven - whichever occurs first. In review of the document I see that ***** signed the document in two places. Once on the back of the document next to the "system/components that are not covered" section and additionally on the front of the document in acknowledgement of the duration of the term and parameters of the implied coverage. Also, attached is the Warranty Declination document. This document represents that ***** acknowledge that she was offered a vehicle service contract to cover parts and labor costs associated with future repairs of the 2016 **** ****** and chose to decline those coverages at the time of sale, in which she elected to "accept full financial responsibility for any/all future repairs" that fall outside of the implied NYS limited liability parameters. Unfortunately, the **** Escape's current mechanical failure repair is the financial responsibility of ***** ******* since she elected to not take advantage of our vehicle service contract offerings at the time of sale. With that, Exit5 Auto Group is more than willing to aid her with the repair of her vehicle. As a purchasing customer of Exit5 Auto Group the dealership would also be willing to assist with reduced labor and parts cost incurred by ***** for the associated repairs. To begin the process ***** will need to coordinate with the service team to have the vehicle towed to Exit5 Auto Group to begin the diagnostic process. To be clear, that process will be completed at *****'s expense. Please contact Korey T***** at ###-###-#### to coordinate. Finally, I have attached the Dispute Resolution document that was signed by *****. We can certainly provide all documentation and statements to the ******** *********** *********** and they can mediate the matter. As notated in the document this will occur in Albany County, NY and fees associated with the arbitrator and expenses incident to the proceedings shall be borne equally between Seller and Buyer. 

• Initial Complaint

  Date:03/13/2024

  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 purchased a vehicle from Exit 5 auto and picked it up on 2/5/24. They told me an inspection was done. They put new brakes, new tires and checked all systems. I was told upon pick up that the back up sensors were not working. They were on order and I could bring the vehicle in once they were in. I test drove the vehicle and picked it up at night. I noticed that the back up camera was fuzzy and wasnt working 100%. I mentioned this at the time they put in the sensors. They said it seemed to be ok. After the sensors were installed, it got worse. I brought the vehicle back in and they told me that this is a convenience and they would not repair it. It would cost $267. It was not disclosed when I purchased it that this was not working. So convenience or not, they should have repaired this for free. Then on 3/5/24- The check engine light came on- I called right away and they got the vehicle in last Wednesday. When making the appointment- I was told that they are not monsters- however, they dont know if the issue will be covered- even before looking at it. The lemon law for my miles is 60 days or 3000 miles. They looked at the issue and told me it was the fuel injector pump sensor and would cost $262 to fix and was not covered under lemon law nor the extended warranty I am paying for. I said fine (even though I was not happy) as I was told the car was not drivable without fixing it. They called back hours later- saying it had a crack in the fuel line. The price went up to $535.00 and nothing was covered. I called the Warranty company myself and they confirmed that it was not covered. I feel like this dealership did not do right by the customer. Some of this should have been covered with a vehicle that was only 30 days new to me. I had put over $4000 down and did not have another $535.00 to give them to fix the vehicle. Furthermore, the cracked fuel line is covered under ***** lifetime warranty and they should not have fixed it.

  Business Response

  Date: 03/15/2024

  ******** ******* purchased a 2016 **** ******* ***************** from Exit5 Auto Group on 2/05/2024. To note, in the state of New York a Used Limited Liability warranty is applied based on the odometer of the vehicle at the time of sale. Since the Escape had greater than 36,000 miles but less than 80,000 miles at the time of sale the duration of the Used Limited Liability warranty is applicable for 60 days or 3,000 miles - whichever comes first, as represented in the attached Used Limited Liability document dated/signed by both ******** and an Exit5 Auto Group agent. However, only stated systems/components in said document are covered under the parameters set forth by the state of New York. To note, in both service instances notated by ********'s complaint neither repair were in relation to a covered component. Additionally, during the first visit for the check engine light Exit5 Auto Group provided a discounted rate on both parts and labor as represented by RO *****. You'll also notice that Exit5 Auto Group then installed a new back-up camera for ******** free of charge as represented by RO *****. I have added the signed/dated vehicle service contract notated by ********'s complaint for the record to showcased the agreed upon pricing and coverage parameters. It is Exit5 Auto Group's position that the dealership is under no liability or obligation to assist ******** ******* with the repairs and will not offer a further reimbursement at this time. If she would like to discuss this situation in greater detail or review her contractual agreements collectively with an Exit5 Auto Group representative she is more than welcome to contact us at ###-###-#### or stop by the dealership to have an in-person meeting. 

• Initial Complaint

  Date:12/06/2023

  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.

  Purchased a 2018 ********** **** *** Autobahn Edition for $21,900 on 11/29/2023 at 5 pm. It is now 12/6/2023 (7 days later). At the time of purchase we were informed by James K****** that if anything was wrong with the car in the first 30 days after purchase to bring it back and they would take care of it. When we drove the car off the lot, the tire pressure light came on. We did not think anything of it as it is winter. We checked the tire air pressure and it was at 26 when the manufacturer says 38. Few days later, we saw the front passenger tire has an air bubble in it. Air bubbles in the tire can explode and create very deadly accidents. The most common reason for the air bubbles to form is low tire pressure. The tires were not replaced since 12/7/2021 (see attached) at 40,000 miles ago. They knew the tires needed to be replaced and they attempted to tell us they were but there was no documentation ever on that meaning it is a lie. We contacted Exit 5 auto about the bubble, on the phone they said not a problem, bring it in and we will fix it. Within an hour of dropping off, we get a call from Steve from the service department. Steve told us that there is damage (there is not) and that we would be responsible for the replacement. The vehicle has been driven twice since we got it. We did no damage to the vehicle. If the dealership does not replace the faulty tires on the vehicle, we will be taking them to court. Trying to resolve this amicably. If no repairs free of charge are done in the next 3 days, I will be filing charges with the courthouse small claims courts for the maximum limit reimbursement. This dealership has shady and illegal practices putting peoples lives at risk. According to their BBB reviews/complaints and their google reviews, this is a very common practice for this dealership.

  Business Response

  Date: 12/07/2023

  I would like to point out that Exit5 Auto Group has 579 verifiable reviews on Google with a 4.8/5.0 rating. Additionally, a simple Google search "what is the most common reason for a bubble in tire" will return "It is caused by air leaking from the inside of the tire into the carcass or body of the tire. What causes a sidewall bubble? The vast majority of bubbles are caused by impact damage. When a tire hits a sharp object in the road the force from the weight and speed of the vehicle is focused in the small area of contact." I have provided a screen shot for reference.

  I am going to copy/paste the response we made to *******'s Google Review. To note, if ******* would like to make this a legal manner her lawyer can connect with our legal counsel (******** *****, PC) at ###-###-####. Additionally, I will upload supporting documentation to my response below. Please let us know how you would like to proceed. 

  ----

  Response from the owner 12 minutes ago
  Hi ******* - We have received your 1-star review. We have looked into this matter. To note, the New York State Inspection was completed the same day as you took delivery of the vehicle. As was the pre-delivery detail of the vehicle. This means that the bubble in the tire would have been missed by a certified mechanic responsible for inspecting tire safety, our detail department that applies tire shine to all the tires during the cleaning process, our sales manager who looks over the interior/exterior of the vehicle before you arrive to take delivery, and finally you prior to driving the vehicle home. Furthermore, 6 days would have to pass without you or someone close to you noticing the bubble in the tire. For these reasons it is hard for us to accept financial responsibility for wear-and-tear items after delivery of the vehicle has been taken. We hope that you can understand the rationale there. With that, we still want to assist you in having the tire corrected and come to a reasonable agreement that works for both parties involved. We also want to make sure that your rights as a customer regarding your vehicle purchase were not misrepresented as you pointed out. We did have an opportunity to review the paperwork associated with the transaction to make sure we followed protocol. We were able to locate the Used Limited Liability warranty including your signature in acknowledgement of the systems and components covered/not covered by the Used Limited Liability parameters. Additionally, it appears the sales manager provided options for you to purchase both cosmetic and mechanical service contracts to mitigate your financial risk associated with any future repairs and/or replacements. Which ultimately you declined as represented by your signature on the warranty declination form. We would love the opportunity to review this documentation with you in detail and receive your feedback on how we could have done a better job of making sure you were well informed prior to taking delivery of your vehicle. We will respond to your BBB complaint accordingly and upload supporting documentation that was highlighted in this response. However, we would much rather simply work with you to take corrective action and get your tire replaced. Please feel free to contact our Fixed Operations Director - Korey T***** at your earliest convenience: ###-###-####.
  
  *Edit: Hi ******* - we have received your edited response. Again, please feel free to contact our Fixed Operations Director at the number provided above to review this information in detail. To note, the documentation you are referencing is our "used vehicle inspection" repair order. That particular document itemizes all of the repairs/replacements we took care of in our service center upon vehicle acquisition. A New York State Inspection was completed at that time, as you referenced. However, in New York State it is mandated that a vehicle is re-inspected prior to delivery to a purchasing customer if 30-days has surpassed since the preceding inspection. As mentioned above, a New York State Inspection was conducted on the date of vehicle delivery to you for this reason. To note, this document has been uploaded to the BBB for your review and this information was filed with the DMV in Verifi NY to produce your MV-50 Retail Certificate of Sale and MV-82 Title/Registration Application on the date you took delivery of the vehicle.

• Initial Complaint

  Date:05/31/2023

  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 2015 ***** ******* van from Exit 5 Auto. the Van is in very nice condition ( the reason my wife and I picked it out). Nick the sales guy sent me three videos, 30 + pictures, even took the van home to test it out before shipping it to me. After having them deliver the van to my house (bought, and had them ship it to me, 5 hours away) took it to a ***** dealer in my home town and they found rust underneath the van on the frame. I called Exit 5 immediately and they have not been willing to repair the van. even though I have asked them to meet me half way still not willing... we were with in 30 days of buying and the issues were not disclosed to my wife and I. the issue still exists and had two quotes for them to see, neither Korey co owner, Nick sales guy or Patrick other co owner are willing to understand this isn't the way to treat customers. not disclosing rust on the frame is a major issue for a used car sales to not tell customers. two weird things when we first talked to exit 5 they offered to buy the van back for a bunch less then they sold it to me 30 days ago, but knowing that was a option makes me think they knew about this. also the photos and videos all showed a hitch and when the van arrived (bait and switch) also noticed when getting quotes on the rust noticed they removed the hitch because of rust issue...

  Business Response

  Date: 05/31/2023

  ********* and ******* ***** purchased the 2015 ***** *******: ***************** with 106,673 miles on 3/21/2023 from Exit5 Auto Group. On 2/20/2023 Exit5 Auto Group performed a standard used vehicle inspection and found $1,741.94 worth of mechanical repairs and replacements needed, as notated by RO: ***** (attached). This service was completed prior to ********* *****'s inquiry which was received in our system on March 16th, 2023 at 7:52PM via ******. Based on that timeline and the itemization of repairs on RO: ***** it is documented that the hitch/wiring was identified as being removed by Exit5 Auto Group (standard practice) prior to communication with Mr. & Mrs. *****. The New York State Inspection has also been attached for review to showcase that the 2015 ***** ******* passed New York State's Inspection on 3/20/2023 at 2:12PM. I am able to confirm that Mr. ***** did bring the vehicle to his local ***** dealer and they stated that they were unwilling to work on the vehicle due to rust. We understand that some repair facilities - especially *** franchises - prefer to work on later model inventory to maintain book time to maximize their ROI. For this reason Exit5 Auto Group asked Mr. ***** to bring the vehicle to another local trusted repair facility to ascertain if the vehicle would pass PA's state inspection. The service center of choice for Mr. ***** was ****** ********** ******** located at *** ** **** **** ******* ** ***** **************. Our Fixed Operations Director Korey T***** spoke with the shop manager at ****** ****. ******** and was informed that the 2015 ***** ******* did in fact pass the state of PA's inspection and did not fail due to any rust complications. Due to the fact that the vehicle passed both NY and PA state inspections Exit5 Auto Group did not feel that a subframe replacement should fall on the responsibility of the dealership. In response to Mr. *****'s statement "we were with in 30 days of buying" I have attached the NYS Used Limited Liability Warranty and Used Car Lemon Law Bill of Rights for review - as 30-days is not applicable to this vehicle purchase. To note, Exit5 Auto Group did offer to purchase the van back from Mr. ***** as a measure of good faith due to the fact that he expressed his dissatisfaction with the purchase. Unfortunately, we are unable to recuperate state taxes and fees paid that are associated with the purchase by the consumer. Therefore, this expense will be incurred as a lost to the purchaser. Furthermore, Exit5 Auto Group has to pay employees to complete certain processes such as detailing, fueling, stocking-in, and marketing the vehicle and these costs are passed on to the consumer in the form of a "restocking fee" in the amount of $500. Which we feel is more than fair and reasonable. 

  Customer Answer

  Date: 06/01/2023

  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.  [To pay for repairs or part of, again they offered to buy the van back, which to me implies they are willing to own up to there mistake.but since they only offered me 15,000, when a month before I paid 17,500. they did not disclosed to buyer before buying van, when you sell a product and don't disclose important details (that the frame has rust and multiple shops bring it to the owners attention, its a shame that dealers can not disclose to the customers. morally and ethically this is a shame that a company is able to get away with this.  ]  I asked them to pay 2,500 (quote from shop to repair)  Regards,  **** *****

  Business Response

  Date: 06/01/2023

  To note, the customer paid $19,979.03 for the 2015 ***** *******. The itemization is as follows:   - Price: $17,700 - Shipping: $573.21 - Fees: $609.43 - Taxes: $1,096.39 With that, Exit5 Auto Group is still willing to buy back the vehicle. Not as an admission of guilt, but simply because we know that we can legally retail this vehicle to a future customer in NYS that would have no issue with the current frame condition. However, as notated before there will be a forfeiture incurred by the consumer comparative to their total purchase price of the vehicle. The Shipping, Fees, and Taxes ($2,279.03) are not able to recuperated by the dealer and would be forfeited by the consumer should they choose to ultimately sell the vehicle back to Exit5 Auto Group. The consumer will incur the $500 restocking fee and we will also have to reduce the offer an additional $700 due to the time that has past since purchase. For the record, we would be willing to purchase the ***** ******* back from Mr. & Mrs. ***** for $16,500 at this time.  Additionally, I have attached our arbitration agreement that was reviewed with Mr. & Mrs. ***** at the time of purchase. If they so choose, they do have the right to request a third party arbitrator in Albany County to review this case and process a fair and final decision regarding their claim. To note, the arbitration must take place in Albany County and the expense of this process will be borne evenly between both Exit5 Auto Group and Mr. & Mrs. *****. However, with both the state of NY and state of PA passing this vehicle through their state inspection it is my opinion that this process would be a waste of time and money for all parties involved. If you would like to proceed with this process please let us know so that we may make the appropriate arrangements.  

  Customer Answer

  Date: 06/05/2023

  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 chose to purchase this particular vehicle from Exit 5 because it had all of the features that we wanted in a daily driver for our family. We read the reviews from other Exit 5 customers and felt comfortable that they would be selling us a quality vehicle and that all issues would be disclosed. They supplied images, videos, shop report to us to show to us and give us reassurance of the quality vehicle that we are buying, we believed the honesty of the dealership and their intention to sell us a vehicle that is going to last for many years. ***** vehicles are known to last for well over 200k miles. We purchase ******* for this reason. Every small detail about this vehicle was shared with us except the extent of the rust on the under carriage. It did not occur to us that something this significant would be totally skipped when we had videos describing missing plastic covers for a seat belt. One of the original reasons we moved forward with this particular vehicle was the hitch that was on the original pictures on the website. When we received videos right before purchase is when we noticed the hitch being removed. This was discussed with them and they acknowledged this was removed because it was not factory and they don’t want to stand by something that wasn’t installed by them. Which to us sounded honest continued to show their integrity. However, when the PA service shops noted the rusted bolts that were cut off and still in the frame – it seems more than likely that this piece was removed because of the rust situation and not because this is their policy. We have had 4 shops in PA look at this car and the amount of rust described to us is that this is like cancer and will continue to spread if it is not taken care of soon. It was told to us that if this is not remediated soon we could expect that this car will not last as long as typically ***** do. Beyond the rust that is going to affect the longevity of this vehicle, we are very happy with our purchase. We are not looking to return the van that would end up costing us so much money. We are asking to have the non-disclosed rust be remediated. This rust should have been disclosed to any buyer. Exit5 was open and honest with us throughout the process and we were completely caught off guard when the rust was brought to our attention. We were escorted in to the shop to discuss the extent and recommendations for correcting this issue. It was very upsetting to learn about this after the our purchase. It would never be our intention to buy a car for this much money that has rust that is going to spread causing the length of time this vehicle would be deemed safe for our family.  Regards,  **** *****

  Business Response

  Date: 06/07/2023

  Exit5 Auto Group is very conscious of the product that is put out by the dealership. Exit5 Auto Group took the same approach with the 2015 ***** ******* that was sold to Mr. & Mrs. ***** as it does with every other vehicle that is sold through the dealership. The vehicle goes through a very thorough multi-point used vehicle inspection to identify all mechanical components in need of repair or replacement. During this inspection Exit5 Auto Group's ASE Master Certified technician did not find any cause of concern related to the frame that needed to be addressed. As previously mentioned, the same outcome was determined during the New York State Inspection process - as well as the Pennsylvania State Inspection process. To note, if there was an issue present Exit5 Auto Group would have taken care of it prior to merchandising the vehicle online to be marketed to the general public for sale.  Regardless of opinion regarding the hitch - it is common practice for Exit5 Auto Group to remove wiring and hardware for any vehicle with a hitch that is not a pickup truck. Exit5 Auto Group can state with certainty that the trailer hitch that was on the ***** ******* when the vehicle was acquired was in poor condition. The wiring was inoperative. There was no lighting in the back for trailer. The inspecting technician recommended that the hitch be removed during the initial inspection process. From Mr. *****'s response it appears that the hitch not being present was identified via video of the vehicle prior to Mr. & Mrs. ***** consummating the transaction. Again, Korey T***** - Fixed Operations Director/Co-Owner spoke with the Service Manager of ****** ********** ******** in Cleona, PA. Korey has stated that the shop owner at ****** reported to him that the frame's current condition passed PA's state inspection.  Due to the information obtained during Exit5 Auto Group's used vehicle inspection/state inspection process, and that of ****** ********** ******** in PA, Exit5 Auto Group's decision regarding the 2015 ***** ******* is final. Exit5 Auto Group is not willing to compensate Mr. & Mrs. ***** to perform preventative maintenance measures by having the subframe replaced.  Exit5 Auto Group stands firm in the two options that have already been presented: 1. Exit5 Auto Group purchases the vehicle back from Mr. & Mrs. ***** for $16,500. (The vehicle may also be traded-in utilizing the notated amount as a trade allowance for a different vehicle of their choosing) 2. Mr. & Mrs. ***** may exercise their right to have the ******** Arbitration Association review this case to determine a suitable outcome based on their findings. (Again, this process will be conducted in Albany County and the cost associated with the arbitration process will be borne evenly between Mr. & Mrs. ***** and Exit5 Auto Group)Based on the information reviewed revolving this complaint it has been determined that Exit5 Auto Group has exercised within their legal right and met their legal obligations surrounding their business dealings with Mr. & Mrs. *****. Exit5 Auto Group feels that the dealership and its staff have been transparent and operated with integrity throughout the entire interaction with Mr. & Mrs. ***** and the service/sale of the 2015 ***** *******. 

  Customer Answer

  Date: 06/13/2023

  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.  [By now I would have thought that either Exit 5 or BBB would have tried to help resolve an issue that they didn't tell the customer about an issue that existed.  remember they have built this used car dealership based on integrity and trust, neither of which are being displayed in this purchase. I will be taking this up with reviews and other social media aspects since they are not willing to own up to there horrible trust towards the client, Nick (the sales person) was again sent 3-4 videos, again with the hitch installed, and 30 + pics with no pics of the underside. hiding something of course... If they would have handled this any other way than they would have a satisfied customer.  the latest quote was for $2,500 to replaced the bad part and and under coat the bottom of the car, coming half way $1,250. would have been a happy middle ground, but not even willing to do that... I will make other potential buyers aware of the shady business they are running.  BBB I would have expected you to step in by now and try to get to the middle ground.]  Regards, **** *****

  Business Response

  Date: 06/13/2023

  Mr. & Mrs. ***** may process their review based on their rendition of events and Exit5 Auto Group will respond accordingly. To reiterate, the sub-frame replacement is a preventative measure at this time. If it was in need of replacement currently the vehicle would not have passed New York or Pennsylvania state inspections. For this reason, Exit5 Auto Group is unable to assist with Mr. & Mrs. *****'s request to split the sub-frame replacement cost. However, Exit5 Auto Group is willing to perform the sub-frame replacement at their internal rate for a total of $1,863 plus tax - if Mr. & Mrs. ***** choose to proceed by bringing the vehicle to Exit5 Auto Group. 

• Initial Complaint

  Date:04/15/2023

  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 1/21/23 I purchased a 2016 **** ******** from Exit5 Auto Group in Latham, NY for $20,000, plus taxes and fees. On 2/4/2023, I had to bring the vehicle back to the dealer due to a loud noise it was making. It was found that the vehicle needed a new drive shaft. I picked up the vehicle on 2/11/2023. On Sunday 4/9/23, I was driving the car and a warning light came on with this code: Engine Coolant Over Temperature. My car then broke down entirely on the road 10 minutes from my home in Beacon, NY. Upon inspection, they found that the transmission cooler lines were very rusty, was leaking and needed to be replaced and the brake fluid was very low. I picked my vehicle after the repairs were done on 4/13/23. I drove my vehicle home and pulling up to my house, the same alert came on. I had to have it towed back to the garage. On Friday 4/14/23 I spoke with Wits Auto and they indicated that they would run another diagnostic test but are concerned that it needs a new engine. I sent an email on 4/14/23 to Exit5 Auto Group, Korey T***** from Exit5 called me the afternoon of 4/14/23 to discuss this issue. During the conversation, I explained what happened and asked for a resolution and he indicated that there was nothing that Exit5 Auto Group could or would do. I have owned the car for 84 days and have driven the car 3,988 miles. During these 84 days, 14 days the vehicle has been in repair. After paying $20,000 plus taxes and fees, I do not think that it is acceptable for a car dealer to be unwilling to resolve the issue. I wanted to be on record and file this complaint against Exit5 Auto Group before the 3 months of ownership. I'm seeking assistance on getting my money back due to the fact that this car in a lemon. I would appreciate any assistance and guidance you can give me in the matter.

  Business Response

  Date: 04/17/2023

  ******** ***** purchased the 2016 **** ********: ***************** from Exit5 Auto Group on 1/21/2023 with 82,013 miles listed on the odometer. Attached are several documents that were reviewed by Exit5 Auto Group's representing agent and ******** ***** at the time of vehicle delivery. These include the Used Limited Liability warranty, Buyer's Guide, manufacturer warranty remaining, finance product options menu - including the comprehensive vehicle service contract available for purchase, parts cost overview, warranty declination, and dispute resolution. You will notice both the signatures of Exit5 Auto Group's agent and ******** ***** in acknowledgement of the parameters set forth by the language articulated within the aforementioned documentation. Exit5 Auto Group's agents have a very specific delivery process to review these documents in their entirety with the purchasing customer. Exit5 Auto Group's agents will first review the manufacturer warranty remaining on the vehicle, or lack thereof, and then review the warranty and ancillary products that are available for customer purchase to protect their vehicle investment and mitigate the associated financial risk tied to the vehicle's mechanical and cosmetic components. The warranty declination document showcases that ******** ***** acknowledged that she had been informed of the features and benefits of purchasing a vehicle service contract to protect her investment but elected to forego purchasing this coverage and accept full financial responsibility for any/all future repairs - that fall outside the parameters set forth by NYS Used Limited Liability warranty. Upon review of Used Limited Liability warranty / Used Car Lemon Law Bill of Rights you will notice that the document explicitly states "If your used car has 80,000 miles but no more than 100,000 miles, a warranty must be provided for at least 30 days or 1,000 miles, whichever comes first.". The document also outlines the systems/covered parts and the parts not covered. Both ******** ***** and Exit5 Auto Group's agent signed this document in acknowledgement of the terms and conditions. Due to the fact that both the duration from purchase date and the mileage driven exceeded the Used Limited Liability parameters Exit5 Auto Group is not financially or legally responsible for the recent cost incurred for the vehicle's mechanical repair. Furthermore, the recent repairs that took place when the Check Engine Light presented itself did not take place at Exit5 Auto Group's service facility, as notated by ******** *****. This repair was completed at Wits Auto, to which the vehicle ultimately returned after the initial repair attempt. To note, Exit5 Auto Group conducts a very thorough used vehicle inspection upon vehicle acquisition prior to listing vehicles for retail. Attached is RO ***** for review, which outlines the repairs/replacements that Exit5 Auto Group completed prior to sale to ******** *****. You will notice in total parts/labor for these items equated $1,961.80. Additionally, when ******** ***** brought the vehicle to Exit5 Auto Group on 2/4/2023 the mileage on the vehicle was 83,026 miles and had exceeded the 1,000 miles threshold set forth by the Used Limited Liability warranty. However, Exit5 Auto Group completed this repair at no cost to ******** ***** as outlined in the attached repair order RO *****. In closing, Exit5 Auto Group is willing to perform the current required repairs for the **** ******** at Exit5 Auto Group's repair facility, but does not accept any fault or liability associated with the vehicle's current mechanical condition. If ******** ***** would like to review a service quote to complete the service work she can contact our service team at ###-###-#### to coordinate a scheduled appointment for diagnosis. This will not be a goodwill repair. 

  Business Response

  Date: 04/18/2023

  Exit5 Auto Group is willing to repair the vehicle at Exit5 Auto Group's repair facility. Exit5 Auto Group is willing to discount their standard labor rate and parts mark up % to aid in the repair cost since ******** ***** is a purchasing customer - as stated by Korey T***** to ******** and Anita ***** on their phone call interaction. To note, the repairs will not be completed free of charge to ******** *****. Per the previous response - Exit5 Auto Group is not financially or legally responsible for mechanical issues that arise outside of the Used Limited Liability warranty parameters. The supporting documentation showcases that ******** ***** was informed of her rights as a purchaser of the **** ******** and was provided the opportunity to purchase a vehicle service contract to protect her investment by mitigating the mechanical financial risk associated with future repairs. As notated, the optional service contract was declined and ******** ***** signed the warranty declination documented in acknowledgement of her financial responsibility. 

  Customer Answer

  Date: 04/22/2023

  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.Exit5 Auto and I, are working to resolve this.This is not a closed case yet. I am hoping everything will be completed this week. However, this is not a closed case. Regards, ******** *****

• Initial Complaint

  Date:07/21/2022

  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 paid Exit 5 Auto 420 dollars to repair a car I bought from them that has always given issue. Auto shop claimed they repaired my car, they did not. Check engine light came on a few miles after leaving the shop. Upon contacting them they lied to me about the number of check engine codes (I kept video evidence of them), they lied to me. I recorded all audio communication. I was insulted and insinuated to be a liar. Both shop mechanics who called me lied to me, and when I demanded their owner contact me, he insulted my intelligence (I should go to a mechanic who is more “my speed”), which I also made an audio recording of. He also insinuated I was a liar, asking why I didn’t drive right back, when I picked the car up at closing and his cameras can record me being seen in the parking lot as their employees are leaving. The man in question is named “Pat L***”, who also sold us the car. He claimed he never met me before as well. I have all interactions recorded. This is disgraceful on their part. The mechanics said there was “only” and oil pump issue when they failed to remember they sent me a video of everything wrong with the vehicle. They did just enough or shut down the check engine light so it would run. My warranty expired on the 17th, I brought the car in on the 15th. I suspect this was done purposely to squeeze money out of me.

  Business Response

  Date: 07/26/2022

  The 2012 **** ******** ******: ***************** was sold to ****** ******* on 7/17/2018 with 61,743 miles on the odometer. On 7/9/2022 ****** ******* brought the vehicle to our service facility at Exit5 Auto Group for a routine oil change and reported that the check engine light was illuminated. When the vehicle was brought into the service center there was an audible engine knock occurring and the technician scanned the OBDII. Multiple codes were identified and reported back to ****** ******* via video/text from our service team. I (Patrick L***, GM) have attached the service repair order for review outlining the quoted repairs. As you review the repair order you will noticed the following write up: "CEL (multiple codes). Verified MIL is on and knocking noise from engine. Diagnosed P06DD and found oil pump control solenoid open. When diagnosed noise found flexplate broken. Replaced oil pump assy. Replaced broken flexplate. Operated vehicle to verify repair". This was communicated to ****** ******* and she approved the repairs to be completed. $1,422.14 of the repair was approved and paid for by the vehicle service contract provider Gold Standard Automotive Network on 7/15/22 and the other $420.66 was approved/paid for by ****** ******* on 7/15/22 via check. The vehicle was picked up on 7/15/22 by ****** Starkey. On 7/19/22 our service team received a phone call from ****** ******* with dissatisfaction re****ing the check engine light reappearing after pickup. ****** ******* was identified to me (Patrick L***, GM) by our service writer Steven O**** as being irate. He stated that ****** ******* was speaking to the him (Steven O****) in an unprofessional manner which included name calling and cussing. Due to the nature of the phone call it was passed on to our Service Manager Korey T*****. Korey informed me that ****** ******* acted in a similar manner the last time that he brought himself to our service center. At that time, Korey had to have a conversation with ****** ******* to discuss acceptable behavior/demeanor when conducting business at our facility. Since Korey was unable to find common ground during his recent phone call with ****** ******* re****ing the 7/09/22-7/15/22 repairs, Korey lost faith that ****** would be able to conduct himself in the manner requested. For this reason Korey informed ****** ******* that Exit5 Auto Group would no longer be willing to service his vehicle(s) or any vehicle that he brings to our facility due to the nature in which he chooses to conduct himself. At that time it was requested that I speak with ****** ******* myself. I was able to speak with ****** and asked him to run me through his rendition of events. However, I too found Joseph's demeanor to be very off-putting and was unable to mediate the situation. During several instances throughout our conversation ****** ******* informed me that he was recording our conversation, records all of his conversations with our staff, and that we are all liars. It was apparent that he had lost faith in Exit5 Auto Group's ability to service the 2012 **** ******** effectively. I ended up informing him that I agreed with the service team and that it was time for him to "find greener pastures by taking his vehicle elsewhere and work with a service facility that was more his speed". I did attempt to contact ****** ******* to go over the situation in detail. I left a voicemail, but that voicemail was not returned. I did inform ****** ******* that I would be willing to speak with ****** ******* to discuss the situation, in which he responded that I would no longer be speaking with ******. At this point in time, the repairs that were needed for the 2012 **** ******** on 7/9/22 were completed and paid for by **** ******** ********** ******* and ****** ******* on 7/15/22. Any further repairs needed by ****** ******* will not be completed at our repair facility, as he is no longer a welcomed patron of Exti5 Auto Group. 

  Customer Answer

  Date: 07/27/2022

  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.  in addition to not getting my name correct, Pat L*** is severely downplaying his conduct with me. I have recordings of both my conversation with his staff, and Pat L*** himself, including him insulting my intelligence which is why he brings up this particular “more your speed comment” as he knows this was completely uncalled for and extremely rude. He also refused to make any contact with me after I told him all conversations were recorded. Within this conversation he also insinuates me to be a liar, asking “why I didn’t bring the vehicle right back if I brought it in at 4;48”. I told him to check his security cameras if he had any to he could plainly see me in his parking lot having a conversation with ****** ******* while his employees leave for the fag.This is extremely unprofessional deflection and avoidance and I will not stand for it.  This vehicle was jointly purchased with ****** ******* and has had issues since the day it was purchased. Pat L*** also claimed to have never met me when he met me the day we purchased the vehicle. ****** ******* is not returning phone calls as she feels she is being taken advantage of by this establishment. The issue in question (stalling) was discussed the day I purchased the vehicle. And the problem was apparent and persisted immediately upon taking the vehicle home. What they describe to be as “conducting myself in a way that isn’t agreeable” is frankly ridiculous, as anybody receiving less than advertised serviced, in addition to being lied to and insulted would of course end up in an agitated customer. I did not threaten, use violent words,yell or insult and they are more than aware of this fact. Pat L*** and company know they are at fault and simply did not like my agitated tone (which is exactly what I received back I might add). I will be uploading the conversations for you to listen to so you will make a clear determination of the situation. I also ask that you request service video of my vehicle the day it was worked on so you may compare it to my own. Please also request security footage that proves I was in the parking lot holding a conversation after this business closed which is why I did not “bring it right back” Thank you for investigating my situation. Re****s, ****** ******* 

  Business Response

  Date: 07/28/2022

  As mentioned in my previous response, we are no longer willing to work with ****** ******* due to his conduct with our staff. To date, ****** ******* has not returned my call. If ****** would like to contact our Service Manager - Korey T***** - ###-###-#### he would be more than happy to discuss the situation and assist. To note, I have uploaded the NYS MV-50 and MV-82 to showcase the vehicle was indeed sold, titled, and registered to ****** *******.