ComplaintsforRoute 19 Auto LLC

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughter bought a car and Im a cosigner. On Sept 14th she paid$ 10,167.50 for a 2014 ******* ******. On Sept 16th coming home from work the car shut right down. Wouldn't start had a towed to home and call dealership they game us a 3month/3000 mile warranty. The warranty will only pay $1500 for a new motor which blew because Route19 said recalls are out responsible. She only drove it 100 miles that's not even enough to get it to a ******* dealership. Which now is in Buffalo a one . An I asked if they would just pay us back and call it a dine deal. And Lisa one that sold us the vehicle says talk to owner. You call him at 4 when he gets off work from **** School. He doesn't answer the phone. We would like him to either pay us back or pay us for what's it's going to cost get get new motor in $8500. The warranty company he gave us paperwork for will only pay $1500, but we have to pay $575 first so they can tear out engine an tear apart to fix it. So not even sure if they'll cover anything when all said an done. She didn't even have it for 30 days . Only 2-1/2 days is all she had it.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/15/2022 purchased a 2012 **** ******* from the dealership. With the guarantee that it was safe and reliable to put our grandchildren in, and not be in harms way! We were driving the vehicle and it started to wonder and drift from side to side. We thought it was a bad wheel bearing, we parked the **** in January 19, 2023 and ordered a wheel bearing. On February 8 I put the vehicle on a car lift and found that the k frame for the rear end was rusted and broke off the vehicle. I notified the dealership and they told me to bring it over, so I did. The garages mechanic looked under it and said yes that is rusted rt off. The dealer said he will make it rt with us either see if he can fix it or replace the vehicle. I left the vehicle and he told me to come back Saturday the 11 of February 2023. I received a phone call and he said that he had the frame welded and it was all set, he also told me that his welder told him that the reason for the rust is that I had pulled or towed something and it had broke which is a false statement cause my wife drives it to work. I looked at the weld job and it is not properly done. He said it was fine and he told me to get the vehicle alignment done. I made an appointment to do so. When I went to the appointment he told me that it can not be aligned due to only one adjustment is on the vehicle, and there is suppose to be more to get an alignment done. He told me to contact the dealership and let them be aware. So I tried contacting him numerous times and he refuses to answer my calls or respond to my messages I have all the messages that we had sent back and forth I owe over 9k on the vehicle and it can’t be safely driven at this time!! Please help me get this issue resolved. Thank you

  Business response

  03/09/2023

  The customer purchased the vehicle on 9/16/22 for $4000 plus tax with 128,812 miles on it. The customer returned to the dealership  in February of 2013 and reported a broken frame in the leftrear of the vehicle. The vehicle had over 135000 miles on it (had been driven approximately 7000 miles) at the time he brought the car back. Although the car was not under warranty I paid a welder 260 dollars to repair the frame. The welder told me that the portion of the frame in question was the result of excessive stress caused on the frame and not a rust through. I then returned the car to the customer in safe condition. I mentioned it would need an alignment. Upon a call a week later the customer stated that the rear could not be aligned. I gave them 2 options for aligning the rear after the welding repair. I told them to take it to *** Auto who would align it or to buy and adjustable a arm for the rear to align it. After being accused of all sorts of things even though i was trying to help them i did hang up the phone when i returned her call. I received approximately 10 phone messages and emails from them. I was accused of selling the car in that condition to them which is totally untrue, was called a liar etc..  The customer continues to drive the car on a daily basis as of today.

  Customer response

  03/10/2023

  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. Regards, ****** *** ***** *****  I have paper work to everything I had done to the **** and phone records of every attempt I made to talk to James at Route 19. Some of the stuff they put in their letter is not true. I do not have over 7,000 miles on the ****, its 6,000. I know that is still a lot but when you use a vehicle for work that is what happens. I travel a lot for work. I also have papers from an auto mechanic place stating it could not get aligned because of where and how the piece of metal was welded on. I also talked to the shop that placed the metal on the **** and he said the K-frame broke because it was rusted. I do not use my **** for pulling or towing. The reason why it was a week later was because it was in the shop to see if I could get it aligned. I had called James from Route 19 multiple times and he never returned my call until I left a message stating I was going to come over to the shop. I never called him a lair when I talked to him. James was yelling and telling me it was my fault. I have all papers about all work that has been done on the **** and also pictures of before and after. I also have all phone records from me trying to get in contact with him. This **** is not guaranteed that it will pass inspection when it is due again with the piece of metal welded to the frame. I do not feel it is my responsibility to have to replace a k-frame when it was rusted when  I bought it. I have 2 mechanic shops stating the frame is rusted and that is why it broke. One of those shops being the place that James from Route 19 took the **** to have the metal piece welded to the k-frame and the same guy who bought the part to be able to align it. The mechanic shop owner stated he welded the K-frame the way James from Route 19 told him to do. Farther more how many miles are on it has nothing to do with the problem at hand. The frame is rusted on the **** and it was rusted when I got it, rather James from Route 19 knew this or not, he should still be responsible for it. The K-frame broke because it was rusted. When we took it to James, he stated he did not know it was rusted and if he knew it was like that he would have never sold it. James's mechanic at his car dealership even stated that he would have not let James sell the **** with the frame rusted that bad. The mechanic before him that worked there when we brought it either never looked under it or did not care. This was a mechanic that worked at Route 19 when we bought the ****.  

  Business response

  03/13/2023

  When the customer brought the car back it had over 135k miles on it.it was sold with 128,812 miles on it. The vehicle sold from our shop at $4,000 dollars plus tax on 9/16/22. They used a high interest loan on the vehicle and I do not have first hand knowledge of what they owe the bank. The car was not under warranty when it was brought back with the broken frame piece in the rear. The break in the rear frame was not present at the time of sale and obviously happened during the use of the vehicle. It is true that both my mechanic and I stated that we would not have sold the vehicle with the break in the frame. This is in reference to the way the vehicle was presented in February. I am sure that break was not present at the time the vehicle was sold. I had the frame welded as a courtesy as it was not safe even though the car was not under warranty. The welder told me specifically that it was a stress break possibly caused by towing, running over a curb, or hitting a large pothole. Some kind of stress. I did pay for the repair even though the car was sold with an implied warranty almost 5 months earlier. The customer is misstating what was said regarding the frame. We were specifically talking about the break in the rear left that they presented to us and that we would not have sold it with that issue. The previous mechanic she is referring to did have the car on the lift prior to selling it and there were no breaks in the frame in September. Again, the customer is still driving the car on a daily basis.

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