ComplaintsforPerrysburg Auto Mall

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  [BBB Transcription via Ohio AG]

  We were provided an estimate in December for a minor dent in my daughter's car of $1,631,14. We
  dropped the vehicle off on 2/13/2024. I called on 2/14/2024 to verify the timeline and was told at least
  two weeks and they were pulling it in that afternoon. 48 hours later I got a call that it was ready. They
  didn't need to do as much work and didn't need parts that they thought they would need. However the bill
  was only $46.02 less. Upon examination, they deducted parts of $367.51 but somehow added labor of
  $324.40. How can you estimate 2 weeks but only keep for 2 days and add labor? How can you not need
  parts but yet instead of deducting labor you add labor? This is very shady. I should have at the very
  least been charged $367.51 less than the estimate, in additional to the labor associated with the parts

  

  Business response

  05/29/2024

  *********************** called customer today and left a message to explain the repair bill.

  In December, when appointment was made,  our body shop was backed up with work, so they anticipated having the vehicle for longer.   We had added an additional body shop technician which helped with our workload and he was the one that actually worked on ******************** vehicle.

  That being said, when the original estimate was written, there were moldings included in the estimate that were not needed at the time of the repair.  There was additional labor involved which was itemized    I have attached copies of the original estimate of $1631.14 and then the revised estimate which included the credit for the two body moldings that were not needed.    There was additional labor involved in blending quarter panel and repairing the left door shell.     The difference was $46.02.    Customer is welcome to contact *********************** for any additional questions or concerns.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a certified used 2020 Volvo XC 40 in November 2022. I went for my first service check oil change March 2023 I had driven 11,000 miles and I suddenly needed three new tires. One of the tires was new, so I inadvertently purchased an all-wheel-drive car with three old tires one new tire. Perrysburg auto mall is not helping me with my complaint that — suddenly I need four new tires (they have to put on four new tires since AWD) and it would cost $1600. I have spoken in person to the sales person who sold me the car as well to a sales manager and now they are no longer returning my phone calls. Any assistance would be helpful.

  

  Business response

  04/27/2023

  This Volvo XC 40 was certified inspected. I have enclosed a copy of the inspection which states all tires mee the minimum of 5/32. At the bottom of page, it lists the depth of each tire at 6/32 5/32 9/32 and 5/32. Most tires are rated as 50,000-mile tires so it does line up that the tires at 5 and 6/32’s at 39,000 miles would be ready to be changed or replaced at 50,000 miles. So, 11,000 miles were put on the original 39,000 miles then yes it makes sense that tires would need replaced. As for the “new tire” it was not new at the time of sale as stated on inspection it was at 9/32’s. I cannot speculate as to why previous owner changed or replaced the tire. These are the guidelines set for us by the manufacturer to be certified. I also included the service record to show we did all required items including 40k service.
  This XC-40 was serviced properly. That being said I want to help all of our customers wherever I can.
  Please let me know how I can assist.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The Volkswagen dealership in Perrysburg, Ohio sold me a car knowing that the car was not safe to drive. Their own documentation informed dealerships that they were NOT to sell this 2021 model ID 4 “until the defect has been remedied” (see page 2 attached). The safety recall was issued on January 31, 2023. On February 7, 2023, the previous owner (a relative of the dealership owner) brought the car in for service (see page 1). The repair was not available. In my opinion it is likely that they placed the car on the market after this notification, for safety reasons, rather than follow the guidelines and wait for the car to be repaired. Also, the documentation states that the odometer read 20,000 at the time of service. When I purchased the car, the odometer reading was just under 3,000. That requires some explanation. They sold me a car that they knew had a safety problem! Even the service manager, ****, told my wife and I that the dealership should not have sold me the car. Had I known there was safety issue with the car, I never would have purchased the car. Now, I will be making payments on a car that I cannot drive. I requested a refund which they denied. They gave me a loaner until the safety recall is repaired, but I do not think I should have to wait for this since I was mislead. I made a down payment of $13,000 that I would like returned, as well as cancelling the financial agreement.

  

  Business response

  06/23/2023

  Company told BBB the recall was completed and fixed in March you expressed satisfaction with repairs and they find this complaint to be resolved.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 1st 2023 my wife took her car to Perrysburg auto mall for a service theft alarm notification on her dash. She was assisted by **** at the GMC service counter. As they pulled her car in they came out to inform her that as they were pulling her car into the service bay their drive through alignment machine showed she needed an alignment and that the body control module needed to be updated. As you can see in the attached pictures the alignment bolts and adjuster were never touched (the original plastic from the factory is still in place) as for the body control module the codes are still present and nothing has been repaired. The bill in total is $354.36 invoice is attached as well for reference. Thank you for your immediate attention to this matter and looking forward to your response.

  

  Business response

  02/02/2023

  I am sorry to hear service wasn’t preformed up to expectations. Upon receiving this complaint, I immediately reached up to **** (Service Advisor) and **** ***** (Service Manager). After speaking with ****, he assures me the work was done. I have attached the alignment scans pre and post work.

  
  From ****
  We ran it through the check machine twice. If they are still having issues with the security light, we will need to take another look at it. There will be no fees for the diagnosis. There was new software available for the vehicle so we always start there to see if that will take care of the issue. If it does not, we always perform another diagnosis for no charge. The receipt reads that we needed to start with the software, but it is possible it needs a Body Control Module. This was communicated and OK'd. As far as that bolt from the picture. Thats not part of Alignment " TOE" adjustment and that is all that was needed and what we charged for.

  
  Of course we want everyone to be satisfied with there and we did not do a good enough job of explaining the service preformed. So, I am thankful for this reach out.
  We would be happy to review everything and diagnose at no charge.
  
  Please let me know how I can be of further assistance.

  Customer response

  02/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  
  being in the industry myself for many years know my wife’s car was not worked on.
  The printout I received and provided show the driver side camber is out of adjustment as it is marked with a red X and the tire is red meaning there is a camber adjustment that is needed. Camber is adjusted by removing the white and blue pieces of plastic (normally breaking them as they come from the factory and become brittle) and allows the camber to be adjusted after the bolt is loosened. Pictures show nothing was touched. I have attached pictures that I took as well with the others of the tie rods (how you adjust toe) and as you can see, they are untouched as well.
  As for the module update nothing has changed and feel there is no reason to be charged for a service that has not been completed (please see attached pictures showing codes related to the body control module that if a “software update” would have been completed these codes would have brought to attention instead failed to complete the service as well as mention issues related to the safety of my wife’s vehicle.
  Sincerely,
  
  ******* *******

  

  Business response

  02/13/2023

  Again I cannot comment to the service done to the call and I would love the opportunity to have you bring your vehicle back into the store so you can meet with our service manager **** show him your concerns and we can make this right for you. I do not want you to be unsatisfied with your experience and right now you very much are, and I’d like to change that. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the date of August 9th 2021 I purchased a 2015 nissan armada from this company in which I believed they were reputable time would tell me they are Not not even a 3 weeks after buying it they left me several voice messages stating my warrantys were canceled funny enough a few months later my car kept needing a new battery I replaced it 3 times within 7 months of owning this vehicle finally the 10 month the car broke down and would not start in the middle of the dessert of utah after paying roughly $700 for a tow I was I formed by the auto repair shop the wires pictured below were the culprit of my dead battery . I was also informed the muffler was so old and rusty it had split in half and almost caught the car on fire none of this would be covered as they immediately canceled my warranty my ecm was also messed up from these wires connecting to it and to my battery Causing lost of power and malfunction in my ecm I was informed this was what they call a aftermarket alarm and usually a thing for dealers to make more money off of unsuspecting customers this cost me nearly 2200 dollars to fix I want a refund for my "canceled warrantys" and to be compensated for my bill this is unacceptable for newer vehicle that cost me $30888 dollars totally not okay slimy business practices I also want to note them were able to track the vehicle and stop it anytime they wanted to this is NOT OK

  

  Business response

  09/08/2022

  The Armada was Sold AS-IS and signed for as such. Not due to any factor of failing service in any way this is just our policy on car over 100k.

  I pulled the service record for the Armada and nothing was noted that matches any of the complaint concerns. 

  However, a warranty was purchased on the Armada by ****** *****. That being said I have no record of this warranty being canceled and shows in my system as still active. Maybe an aftermarket company is responsible for these calls about the warranty being "cancelled" I will need to reach out to the warranty company to further research this. In the event it was canceled the monies would be returned to the lender not the consumer as there is or was a loan on the vehicle. I am sorry to hear of the troubles with the vehicle, there are certainly risks involved when purchasing a used car, especially one 6 years old with over 100k miles. We at the dealership did not hear of any issues until now always happy to help beforehand a little harder months after the fact when repairs have been completed. 

  
  

  Lastly under no circumstances do we have the equipment or capability to install a device to "track and stop a vehicle" We are not a buy here pay here we do not, nor have we ever used any device like this at any time in our many decades in the automotive business. 

  Customer response

  09/09/2022

  
  Complaint: ********
  
  I am rejecting this response because:I Would like proof showing the warranty is still active I would also like the proofs regarding you not knowing about these wires I would like to know how come they were never made aware to me the "consumer" and not just the talk that you're doing your car lot is not small and absolutely has the capabilities of installing this if not show me proof !because I provided proof you just typed some words I have mechanics who took it off saying otherwise  not just 1 mechanic but 2 so I ask you to show me the service report or some proof this was not noted 
  
  Sincerely,
  
  ****** *****

*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. ↩