ComplaintsforVanDevere Auto Outlet

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Range Rover in March of this year and 12 weeks after driving it not even 5000 miles my check engine light comes on . It take it into the vandevere shop the next day june 6 and it is still there presently to date. I needed a new motor , now transmission issues . This car should have been inspected before going on the **** for sale. It will be there 4 months next week and it is now at ***** ***** in ***** for transmission issues (and I still have not even gotten the car back since June. It is absolutely the worst customer service I have ever experienced . I just got a loaner 2 weeks ago (3 months without a car) when I started to become inpatient The only accommodation for all of my inconvenience and being without a car was offering to make 1 car payment . I spoke with a general manager earlier today who inductees “cars break@ my stance in this ux I paid 33 thousand *** this car yo have it 12 weeks it’s been in the shop longer than I had it. With no end in dire . No resumption as I continue to make 700 payments on this car . When you spend that amount if money on a car there is an expectation that it will last longer than 12 weeks . And if you put that price tag on a car make sure it passes mechanical diagnostic inspection .

  

  Business response

  09/29/2022

  The customer purchased a used Range Rover on 2/26/22 with 75,252 miles on it. 4 months and 5000 miles later the customer brought her vehicle in for service with a check engine light issue. The customer declined to purchase an extended warranty when she bought her vehicle but the warranty forever that VanDevere provides to our customers covered all of her repairs. We are sorry about the length of time it has taken to repair her vehicle but the car business has not been exempt from the supply chain issues. Getting the parts to repair her vehicle has been a challenge. The warranty company also requires inspections after tear downs of parts of the engine before approval to replace them can take place. This adds time to the repair process. Her vehicle is at ***** ***** of ***** getting the Transmission fluids filled and we were told it would be done today Sept 29th. We helped her with a rental car for a few weeks and reimbursed her $700 toward her payment which was not required but we felt was going above and beyond to help. 

  All of our used vehicles go thru a safety inspection before they are put on the lot for sale. All repairs after the inspection are then performed. Unfortunately mechanical issues happen and cannot be predicted. We are sorry for the inconvenience this has caused that was not our intent. If she would like to bring the vehicle in to one of our dealerships and trade it in on another vehicle she is more than welcome to do that.  

  Customer response

  09/29/2022

   I am rejecting this response because:
  I was told by my service advisor ******* (who had been the only one with any compassion or customer service skills in this whole  company )  today we are hoping it is ready to go.there Is a big difference in a safety inspection then a mechanical check . 
  further I was advised by the sales  manager I could not trade it in and after after investigation it is ******** *** ***** the car **** ****s at 21,000 and my pay off to date is 31,679.00 . Very ironic when I put 1500 down (from my brand new car I traded in)   and purchased the car for 29,000

  So essentially I am upside down in this car now I couldn’t get rid of it if I tried without adding 10,000 to a new loan 

  again yes they made ONE payment out of 4 of not having my carI’ve had a loaner for a few weeks out of 4 months of not having my caMy son in law is the service manager at ****** and this could have been  checked and an error code would have bern given in a diagnostic machine as it was a timing issue before it was ever put on the lot 

  I  will reiterate that I would not even be as bitter as I am if I would have ever received an apology or any compassion . 

  I received “thank *** you bought it here for the forever warranty’ from my sales men ******. I have not purchased a used car in years .. probably 15 years honestly so that does not make me feel any better. Secondly was told by **** a manager “carsbreak” 

  I manage 3 long term care facilities and  would never imagine someone coming to me with care issues and not having empathy for the issue .  When you spend 31,000 (my pay off slightly over that as of yesterday ) that I don’t drive the car 5000 miles and  it falls apart . It was not a supply chain issue at all it was their warranty company issue making ******* jumping through hoops . But as I stated previously this should have been addressed before ever going on the lot to sell. It’s the worst customer service I’ve ever dealt with then to be told I’m 10 thousand over **** **** there is no way I can get rid of this car . I financed through the same company I went there with a pre approval  now they are indicating they had trouble getting me financed and I spoke with my finance company yesterday I’ve had my last 3 vehicles financed through them and gave me another pre  approval but now anywhere I go I am carrying over this Ten thousand “depreciation  “ and  they know this when I asked them to pay it off and I would get something else  they don’t want to do the right thing snd that’s ok but I will make sure everyone I know , knows my experience with this compan

  

  Business response

  09/29/2022

  As stated in our earlier response we are sorry for the inconvenience but feel we have gone above and beyond to help her through this complicated repair process. The vehicle was inspected before it was presented for sale and the proper mechanical repairs needed at the time were completed. The warranty forever covered all the costs of the repairs that happened since her ownership. Her vehicle is complete and ready for pick up. ******* in service should be contacting her shortly letting her know it is available to pick up.

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