Complaints

This profile includes complaints for Brunswick Auto Mart, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brunswick Auto Mart, Inc.

  3031 Center Rd Brunswick, OH 44212-6500

  
• 

  Brunswick Auto Mart, Inc.

  3015 Center Rd Brunswick Mazda Brunswick, OH 44212-3899

• 

  Brunswick Auto Mart, Inc.

  2992 Center Rd Brunswick, OH 44212-2334

• 

  Brunswick Auto Mart, Inc.

  1420 Industrial Pkwy Brunswick, OH 44212-2348

• 

  Brunswick Auto Mart, Inc.

  2888 Nationwide Parkway Suite 31 Brunswick, OH 44212

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:12/10/2024

  Type:Product 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 am filing this complaint regarding my 2023 Volkswagen Taos purchased from Brunswick Auto Mart-Volkswagon. The vehicle has been with the dealership for over three months due to unresolved mechanical issues, and I have not received adequate updates or communication despite repeated attempts to contact them. I have also reached out to Volkswagen Customer Care, but the situation remains unresolved. The dealership has offered to exchange the vehicle or refund only its current market value, which I find unacceptable. I am requesting a full refund, including all payments made and associated fees, as the prolonged service delays and lack of resolution have caused significant inconvenience. I seek BBB's assistance in mediating this dispute with Volkswagen to achieve a fair resolution. Thank you.

  

  Business Response

  Date: 12/10/2024

  The vehicle check engine light is on. The vehicle has been diagnosed and is able to be driven.

  The consumer did not feel comfortable driving the car with the light illuminated. They have been provided a courtesy vehicle.

  The component needed to complete the repair is on National backorder with no ETA, the manufacturer is aware of the situation and has spoken with the customer.

  In an effort to assist Brunswick Volkswagen has offered to take their present vehicle in on trade and sell them another vehicle of their choice. They refused.

  They have stated their only acceptable resolution is to have the vehicle bought back entirely and to be reimbursed for all monies paid.

  That will not happen at the dealership level. that type of resolve would be negotiated between the customer and the manufacturer.

  We will inform the consumer when we have further information relating to the repair.

   

   

  Customer Answer

  Date: 12/11/2024

   I am rejecting this response because:
  Dear Better Business Bureau,
  
  I am writing to formally reject the dealership’s proposed resolution to trade in our vehicle and sell us another one. This resolution does not adequately address the significant issues we have faced or the undue stress caused over the past 22 months due to the dealership’s actions and the vehicle’s persistent problems. This is not mentioning the undue stress we had with our last new vehicle from the same dealership requiring us to put in oil in the car daily leaving us with no option but to trade it in.
  
  To begin with, this situation is not our fault. The vehicle was sold to us under the premise of being reliable and fully serviceable. However, the ongoing mechanical issues, compounded by the unavailability of necessary replacement parts, have rendered the vehicle practically unusable for much of the time we have owned it. Vehicles should not be sold to consumers if replacement parts are unavailable. Selling a car that cannot be properly serviced constitutes a breach of trust and an unfair business practice. We have been waiting for over 3 months now.
  
  Over the past 22 months, we have endured significant stress and inconvenience due to the unreliability of this vehicle and the lack of timely support from the dealership. Our interactions with the dealership have been frustrating and unproductive, leaving us feeling disregarded as customers. The financial and emotional strain of dealing with a defective vehicle and inadequate customer service has been immense.
  
  Rather than asking us to trade in the vehicle and incur additional costs for another purchase, we believe a fair resolution would be for the dealership to charge us as if the vehicle had been leased to us for the 18 months we have had it. This would be a more equitable outcome given the circumstances and the dealership’s inability to deliver a functional product. It would also help alleviate some of the financial burden we have unfairly shouldered.
  
  We trusted the dealership to provide a quality vehicle and honorable customer service. Unfortunately, this experience has shown otherwise. We ask for your assistance in holding the dealership accountable and ensuring that they provide a fair resolution.
  
  Thank you for your attention to this matter. I look forward to your response and hope for a resolution that acknowledges the difficulties we have faced and provides appropriate compensation.
  
  Sincerely,  
  ********* *******
  
  
  

  

  Business Response

  Date: 12/13/2024

  We understand the customers frustration. Unfortunately their are circumstances outside of both our control.

  At the Dealership level we can continue to exhaust every possible measure to obtain the component necessary to complete the repair.

  If the consumer desires a repurchase they will need to work thru channels with the manufacturer.
  

• Initial Complaint

  Date:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Order for quantity of 4 Mopar brand model ********** spark plugs was placed on 9/21/2024, and 4 NGK brand model ** ******* spark plugs in Mopar boxes were delivered instead. Looking elsewhere online, the same NGK model spark plug in an NGK box goes for ~ $12. The Mopar model I ordered goes for between $26 and $34 each. The Mopar brand is a superior product to NGK, and Bam Wholesale Parts (BAM)'s website is misrepresenting what they sell and deceiving customers in the process. Please attached file of email chain...on this specific item listing, BAM is relying on a photo of a spark plug with difficult to decipher NGK logo, which contradicts the clear description of the MOPAR plug the customer is led to believe is purchasing. I am looking for BBB to force a change to this practice...BAM must clearly state the actual brand of spark plug being purchased (i.e. NGK instead of MOPAR). I need BAM to issue a full refund and send a pre-paid label to return the unwanted parts at no cost to me. Thank you and glad to discuss further...please email or call me.

  

  Business Response

  Date: 10/02/2024

  Thank you for bringing this to our attention. We would like to clarify that Mopar does not manufacture its own spark plugs; NGK is the supplier that provides the spark plugs the customer purchased. If the customer would like to return the product for a refund, we are more than happy to accommodate that request and will provide a return label to facilitate the process.

  Customer Answer

  Date: 10/09/2024

  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.

  This response to the business is based on the understanding that the business will provide a return label, to be able to return the incorrect / unwanted items at no cost to me.

• Initial Complaint

  Date:09/04/2024

  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.

  Purchased a car in September. It started making a couple different type of tick noise in the engine after a few weeks. Got in touch with the dealership they told me to bring it in, so i brought it in. After about an hour and mechanic comes back says he didn’t find anything. He didn’t hear the noise I was talking about pretty much told me that how that engine runs and that I could keep driving it. I continue to drive the car. I continue to hear the noise but I didn’t take it back because he said that’s how it runs eventually after almost a year 10 months to be exactly into owning the car that noise started to get louder. I call the dealership they tell me to bring it in. They tell me it is an AC compressor. I tell them my air works fine though they tell me the AC compressor is about to give out it didn’t make sense to me I leave I get home that same day I left straight from the dealership to home, black smoke comes out of the back of the car. In the back of my head, I’m not agreeing with what they found so I called my mechanic. I have it shipped to him by AAA. He has it for a couple weeks and with the bad news that it is in the internal of the engine, I get back in touch with the dealership. I let them know everything for about a week and a half. They switch me to every manager that they could resolve. The last manager, spoke with my mechanic and basically told my mechanic that it was on and my mechanic my mechanic Says he has nothing to do with it. He’s checking the car out and that what’s wrong with the engine is nothing that I caused and that they should make it right. Another manager gets in touch with me and basically says the same thing everyone else has been saying That there’s nothing they could do basically. At first, I was told I could probably do a trade-in but nothing ever came of that. I trusted the people but now I’m stuck with a car that I can’t use mind you I pay $400 a month for this car $390 to be exact. I have videos of the ticking engine.

  

  Business Response

  Date: 09/05/2024

  Vehicle was purchased 08/29/2023 the odometer reading was 76256 miles

  The last time the vehicle was in for service was 06/19/2024 the odometer reading was 102461 miles. Repair Order #****** for Oil change, noise when turning AC on, and check front end for damage. Customer states they hit a pole.

  I reviewed our Repair Orders associated with this vehicle, the only note relating to engine noise was 09/26/2023 Repair Order #****** miles 77703 Customer States engine has ticking sound. Checked Oil Level found to be correct, High pressure Fuel Pump and Purge Valve making normal sounds of operation, Scanned for Diagnostic Trouble Codes none found. The Customer had the vehicle in for Service 4 additional times within the following year and 24,000 miles with no further mention of engine noise.

  Obviously, we can look at the car for the customer's current concern, The vehicle was sold with a 3 month / 3,000-mile powertrain coverage. That is long since expired, I'm afraid after 1year and approximately 27,000 miles it would be at the customer's expense.

   

   

• Initial Complaint

  Date:08/01/2024

  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.

  My wife and I bought out the lease for her 2021 Subaru WRX through Brunswick Subaru (part of Brunswick Auto Mart) on 7/24/2024. Part of the deal included a bumper-to-bumper, 60 month/100,000 mile warranty (Subaru Gold Plan) that would go into effect after the original 36 month/36,000 mile warranty on the WRX expired. We have this in writing through a 'Retail Buyers Order' contract, provided by the dealership, which was signed by ****** ** ******* **. (finance manager at the dealership). As part of this deal, we provided a $10,000 check, which the dealership cashed. This is noted on the contract. On 7/31/24, ****** emailed us informing us that this warranty is actually unavailable and the dealership would not be able to provide it. Instead, they offered two other warranty options, neither of which would we have agreed to on 7/24, when all parties signed the original contract. This is an attempt by the dealership to not fulfill its part of a signed contract.

  

  Business Response

  Date: 08/06/2024

  Our General Sales Manager *** ***** met with the consumer Saturday 08/03/2024, and has resolved the customer's concern.

• Initial Complaint

  Date:07/24/2024

  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 placed a deposit on an in transit vehicle after some pressure. I asked to to test drive a similar model before delivery. This didn’t happen. I offered to trade in my current car earlier and was told no due to negative equity. Due to a circumstance beyond my control, I told my salesperson *** I couldn’t buy the vehicle. No test drive had been completed and I was told bc I backed out of the deal, I would lose my $1000 deposit bc it was nonrefundable. The deposit is marked as partial deposit or just not refundable but not strictly unrefundable. I expect my $1000 to be refunded since the vehicle was in transit and not a custom build. As of today, the car is not available on BAM’s site. This is unethical and warrants investigation by the State Attorney General’s office.

  

  Business Response

  Date: 07/29/2024

  ****** ****** entered into an agreement with Brunswick Auto Mart, tendered a partial payment and signed all required documents. Then did not pick up the vehicle when it was ready for delivery. Therefore, per terms of the contract they forfeit their partial payment. 

   

   

  Customer Answer

  Date: 07/29/2024

   I am rejecting this response because:
  The partial deposit was not flagged as nonrefundable on any of the documents. Sale was made of this vehicle so no profits were lost.

  Retaining my deposit is gouging and unethical. BAM lost no money and this practice is extortion as I was given no test drive. Once my money was collected, I heard absolutely nothing until the car delivered to the dealership. This car was billed as in transit and was not a custom build.  This deposit gave me first rights to buy, not create an obligation to take off the dealer lot.

  
  

  

  Business Response

  Date: 07/29/2024

  The Buyers order the customer signed clearly states the partial payment is non-refundable. In a show of good faith, we will accept the use of the $1000.00 partial payment towards any purchase made at Brunswick Auto Mart by 12/31/2024.  Which includes any parts, services, rentals or vehicle purchases.

  Customer Answer

  Date: 07/29/2024

   I am rejecting this response because:
  I do not wish to do business with any of your entities, good faith or no. In a word, you are swindlers. The photo I’ve attached shows “non refundable deposit/ partial payment.” The partial payment is not indicated as non refundable. 
  
  If this cannot be resolved through the BBB, I’ll escalate this to the State Attorney General’s office.
  After treating a potential client this way, I can’t see how you’d expect that client to even want to do business with you now or in the future.
  And as a side note, Brunswick Auto Mart has been called out for this behavior via the BBB and fully refunded folks’ $1000 deposits.
  
  

• Initial Complaint

  Date:04/30/2024

  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 Brunswick Auto Mart on April 1. It has a warranty. 2 days after driving, it started clunking when breaking and turning. I took it back and was told that someone from the service department would call to set up an appointment. No call! I took off work and took it there. I was told the brakes were bad. They replaced them. 2 days later, the same noise and the tire pressure light was on. Left a review on their website, got a call from the service manager. Took the car back in, all 4 brakes and rotors were replaced and 4 new tires put on. 2 days later the tire light is back on and 4 days later the brakes are making the same noise. I called back to ***** ****, the service manager, and he told me not to call him back with any issues because he replaced the parts as a courtesy to me. My response was “no you replaced it because I have a warranty “. He hung up on me. The car was taken to *** **** and 2 valve stems had to be replaced because they were old and leaking. I paid out of pocket. I now need to take it somewhere to have the brakes fixed properly.

  

  Business Response

  Date: 05/02/2024

  If the consumer has a concern with the New tires or New brakes on their vehicle they can schedule an appointment with the Service Department

  Customer Answer

  Date: 05/03/2024

  I contacted ***** **** on Thursday, April 25 and was told if I was told if I was if I was call with a problem not to call him. I was told that he put new parts on the car on “his dime” as a courtesy to me. I told him I was not happy that the tire was going flat. With a smart attitude he ask “What do you want me to do, send someone out to put air in your tire”  I was then told that the tire pressure light was on because of the temperature. The brakes still grind, it still hesitates when you accelerate and it stutters and shakes when in park.  These are things that your mechanic pointed out when he went on the test drive with my daughter. The tires were fixed because I took it elsewhere and the valve stems were old and not replaced when the new tires were put on. I paid out of my pocket. I have already taken 2 days off of work to bring this car in and it is still having the same issues.  

  

  Business Response

  Date: 05/08/2024

  If the consumer has a concern with the NEW tires or NEW brakes on their vehicle, they can schedule a Service appointment.

  Customer Answer

  Date: 05/10/2024

  I had an outside mechanic drive the vehicle and was advised to take it back immediately. I went to the Subaru area of Brunswick Auto Mart. Please see the attached work order from them. I also had to go to an outside shop to have the tires repaired since the valve stems were leaking on the brand new tires. It was not “the change in temperature “ as your service manager stated. I know the difference between 2 and 17 pounds of air. Why would I call to make a service appointment when I was advised by the service manager to not call back with “my issues”. The service department had 3 tries and did not properly resolve the problems. I am absolutely furious with the way ***** **** spoke to me as well. This is just completely ridiculous that I have wasted so much time on a vehicle that was to be a certified pre-owned vehicle. Obviously the same mechanic who “fixed” this car is the one that certified it. 

• Initial Complaint

  Date:03/25/2024

  Type:Product 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 ordered an OEM hitch for my Mazda CX-50 from Bam Wholesale Parts, which is owned by Brunswick Auto Mart. The first package arrived completely beat up. Large holes in the box where the hitch itself was sticking out, and paint had been scratched/chipped off in several places. Seeing this I immediately reached out to Bam Wholesale Parts and let them know that I didn’t feel comfortable installing this as I have no idea if the hitch is still in good enough condition to tow. They promptly shipped me a replacement, and this replacement also arrived in a beat-up box where the hitch had been freely moving around inside, getting banged up. Paint chips and scratches on this one as well. At this point I have no confidence in their ability to get me a product that’s actually undamaged, so I’ve decided to hold on to the item, repaint it to ensure that it won’t rust and then install it. I still sent them another email with detailed pictures and a detailed description of the problem, to which I got a response saying that they’ve sold over 100 of these hitches so far this year, and this CS rep couldn’t remember a single instance where the item had arrived damaged. They also said that “somewhere along the way from our warehouse to you, it is being mishandled by the carriers employees”. Is pointing this out supposed to fix the issue? After spending almost $260 I don’t think it’s unreasonable to assume that my item will arrive undamaged. Having to now spend time and money touch-up painting a brand new item doesn’t feel right. Take your money and business elsewhere, to a company that actually deserves it.

  Customer Answer

  Date: 03/26/2024

  The company is now communicating with me via email instead of replying to the BBB complaint. I'm no longer interested in corresponding directly with the company given the unprofessional responses I've dealt with up to this point.

  

  Business Response

  Date: 03/26/2024

  We are emailing the consumer instructing him to return the product. Once received we will issue a refund.

   

  Customer Answer

  Date: 03/27/2024

   I am rejecting this response because:
  
  I have no way to pack the item back up and return it, as the box was damaged on arrival and I had to fully open it to inspect the items in it.

  The first shipment I received is still boxed up in the same condition it was when it arrived. If you’ve changed your mind and want that returned now, feel free to arrange a pickup by a carrier of your choice.

  Customer Answer

  Date: 03/27/2024

  I’m removing this complaint. After reading through responses to other negative reviews, it seems arguing with unhappy customers is their favorite pastime, and they’d rather do that than make the situation right.

  I have no interest in spending days or weeks going back and forth with a bitter business owner, I’d rather cut my losses and move on. 

• Initial Complaint

  Date:11/14/2023

  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.

  Multiple visits to Brunswick Toyota to resolve various issues. Dates below: 8.24 Troubleshoot flat tire with screw after driving on spare. Left car overnight. Successfully plugged tire, balanced, rotated, hub cap & 4 valve stems replaced $793.27. 9.1 Hood paint protection film (PPF) peeling. Advisor *** took pictures and promised update within a week after submitting claim to **********. None provided until I called myself, and provided 9.20 text "I still have no received approval for the cover on your car yet. At this time, it still shows pending." 9.28 Plug in tire failing. Advisor ***** quoted over $500 plus tax for 1 tire & alignment. Not comfortable with just 1 - requested new quote for 4. Asked about PPF, "pending" response. Provided ********** contact info; **** from ********** stated no claim history! Purchased new set of tires from other retailer $1053.67 after paying for new stems, plug, balance, rotation on 8.25. 10.4 Manager **** stated only able to discount alignment to $70.41 after requesting partial refund due to inconvenience. Advised I should go back to other retailer to demand metal valve stems put back on even though my car was never equipped with them! Also stated Toyota approved PPF repair but waiting for ********** claim. 10.6 Denied PPF claim. *** email response only "DENINED." Discovered claim never sent until 9.30 after all "pending" updates. No telephone call/apology/explanation/resolution. Toyota Brand Engagement case created. 10.9 Received call from ***** who would "gather info from *** and **** and get back to me." Still have not heard back. 10.27 Second case created due to lack of Brunswick Toyota follow-up. Advocate ***** got hung up on while trying to reach local Solutions Manager/*****. 11.7 Brand Engagement Specialist *** still unable to reach Brunswick Toyota for resolution steps and still do not know how to fix PPF! I do not want to discontinue Brunswick Toyota relationship, but I may have to after exhausting all other options...

  

  Business Response

  Date: 11/27/2023

  Consumer purchased a 30k mile service, a wheel which he stated was damaged, an attempt to repair rather than replace a tire, 4 valve stems, and a wheel alignment at a discounted price after he had purchased tires elsewhere. 

  The warranty claim for the front applique on the car was denied. 

  I see no grounds for any type of compensation or reimbursement.

   

  Customer Answer

  Date: 11/28/2023

   I am rejecting this response because:

  Our primary objective for initially submitting the complaint, as detailed in the initial text, was to understand why we have been given the run-around for multiple months in regard to resolving the PPF damage. We are not looking for compensation for any service related to the tire. Those examples were provided as a guide detailing the dates in which we attempted to resolve the PPF concern. We regard Toyota as top-tier for customer service satisfaction, and are extremely disappointed and surprised that no attempt was made by any service agent or manager to contact us personally explaining why the PPF claim was denied, apologizing for the trouble and time that it took to submit the claim, and/or providing the options to fix it. We simply desire to fix the PPF and do not know how to proceed since we have yet to be formally contacted by anyone from Brunswick Toyota outlining the next steps. At the conclusion of the initial statement, we also do not desire to terminate our relationship with Brunswick Toyota, but it appears that our business is not wanted there. We wanted to provide Brunswick Toyota the opportunity to rectify our concerns before we took our business elsewhere.

  
  

• Initial Complaint

  Date:10/30/2023

  Type:Product 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.

  Oct 2nd 2023 ordered running boards from company complaining about. Received email stating parts would be later than promised due to UAW strike at automakers. Around 16th of October 2023 I received running boards but were wrong ones for my truck. Contacted company and they agreed to refund purchase. I had to ship back the product which I did. Company received product on 19 Oct 2023 and informed me it would be 3-5 working days for refund. I contacted company on 26 Oct 2023 and on Friday 27 Oct 2023 at which time they informed me the refund would be refunded on Friday 27 Oct 2023. I still have no refund and company has no number to call and closed till Monday the 40th of Oct 2023. I did what they asked and had to pay over $150 for shipping to return product.

  

  Business Response

  Date: 10/31/2023

  A credit was issued Friday October 27, 2023.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 Brunswick Subaru in late June 2023. After owning the car less than 90 days, I experienced a litany of issues with the car of which the business told me they 'could not replicate.' Seeing as that was not an acceptable answer, we elected to cancel our extended warranty which would take effect in month 37 of ownership as with this many issues in the first 1,000 miles, there is no way I wanted to own the vehicle longer than that. I spoke with TWO representatives at the corporate level of ****** ** ******* in regard to cancelling the warranty. The value of this warranty is *********. They acknowledged that I have a loan on the vehicle; I was very transparent. Both representatives stated when I specifically asked, that the refund would be issued in the form of a check paid directly to ME. All I had to do was submit the appropriate paperwork to the dealership I bought the car from. I submitted the paperwork and the finance manager stated that the money would be applied to the note [loan]. This was never disclosed to me during the sales process. I was pressured into buying this service stating that during the car purchase process this would be the only opportunity I had to buy the warranty. So, they will cancel my warranty, and my car payment will remain $100 more per month that had I not bought the service. I gave this dealership a down payment of $10,000 and they won't give me my warranty money back and my payment cannot be lowered without refinancing and adding more stress to my credit.

  

  Business Response

  Date: 09/19/2023

  Since the extended warranty was financed as part of the vehicle loan, any reimbursement from canceling the extended warranty will be sent to the lienholder.

  It will reduce the balance owed on the loan.

   

  Customer Answer

  Date: 09/19/2023

   I am rejecting this response because:
  
  I paid this dealership $10,000 cash during the car purchase process. This money needs to be refunded directly to me. The monthly payment is not being reduced by making this lump sum payment. Additionally, the attached form states the refund comes to me per SAS policy. I am not required to provide them with lienholder information.

  As I paid a hefty down payment for my vehicle, please work internally with your departments to ensure you are all on the same page as far as your information is concerned. Your customer advocacy team and finance manager were both well aware that this vehicle was financed and not one person disclosed this information when explaining the cancelation process.

   I look forward to receiving my refund directly. 

  Customer Answer

  Date: 09/20/2023

  [BBB transcription via phone call]

   

  Consumer has stated that the matter has been resolved without the help of the business, but through a subdivision of the company in relation to their warranty. 

  

  Business Response

  Date: 09/20/2023

  Please review the attached cancelation form submitted by the consumer.

  The very 1st section on the form at the top of the page states the reimbursement goes to the lienholder if there is a balance still owed.

  The lienholder applies the refund to lower the balance owed.