ComplaintsforBrookwood Auto Group

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 97 ****** Camry that had oil leaks looked at. *** explained to me over the phone that the Valve Cover gaskets and power steering rack and pinion needed repaired. They did not finish the job on the rack and pinion obviously by the pictures, after I paid $1,700.00. I want $1000 back that I had to pay my mechanic to get the job done right.

  

  Business response

  09/19/2023

  Mr ***** paid for us to do the following work on his **** ****** Camry:

  
  1. Diagnose severe fluid leaks
  2. Replace Valve Cover Gaskets
  3. Replace Steering Rack and Pinion
  4. Perform alignment
  5. Perform power steering flush
  6. Perform engine degrease and re-test
  
  His invoice total was $1731.80
  
  After reviewing the customer's complaint and attached picture (assuming the photo is of the customer's '97 ****** Camry steering rack boot), our service invoice, and our lead technician, we have determined that the steering rack boot was twisted during the alignment process.   

  This complaint is the first we have heard of the issue. 

  Had the customer informed us of this issue, we could have diagnosed and assessed the concern.  But we did not get this opportunity.  Based on the fact that the steering rack boot appears dry in the photo, we have no reason to believe that the boot was either damaged or needed to be replaced.  We could have adjusted the power steering boot as a warranty repair - which would have cost him nothing. 

  It is unfortunate that the customer's mechanic charged him $1000 for a boot that in our opinion (from what we can see in the photo) did not need to be replaced, but simply adjusted.

  Customer response

  09/20/2023

   
  Complaint: 20589267
  
  I am rejecting this response because: The job was not finished correctly. Why would I pay you over $1,700.00 for shady business practices. I will not take my vehicle back to a shop that over charged me for a job that was not done correctly. Just so you guys can over charge me more and mess something else up on my vehicle. 
  
  Sincerely,
  
  ******************

• Initial Complaint

  07/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ***************** and myself *********************** were looking at a 2012 ***** Accord with approximately ******* miles from salesman **** he would never provide a last name. The price was $9999 which is less than other Accords listed by other dealers. I asked **** why the price was low and he stated the owners are trying a new concept and are offering vehicles at low prices because they are all about community and service. I asked **** what was wrong with ***** and he said a little dent in the fender and a little dent on passenger side below the door. **** said he would take pictures of all damage and send to me. I said great and include everything I'm disabled and have a 9 hr trip to get the car and want to know **** sent 2 pictures of relatively miner damage I asked **** for a 4th time is that absolutely everything and **** said yes . We were financing the car with $1500 cash down and supplied the down payment for vehicle. ************************* the finance person at Brookwood typed up the contract and mailed it out to sign and return. we signed and returned. I asked **** and ******* several times to get copy's and reciept for downpayment and never were given any. On the 10th of July I went to Forest Grove to get car. At dealership **** said here is your car. I couldn't believe the undisclosed damage to car. The under passenger door was smashed like someone jumped a curb front windshield was cracked down the middle there were numerous cracks and holes in front and rear bumpers and side paint was discolored. **** looked at me and said omg what happened to the car. The lot guy came over and said **** knew all of this damage was there. I said I don't want car we havent driven it taken ownership. I said I want downpayment i have no money to get back to ********* **.and *********************** the owner said well we will only give $875 -225 @34 for$614 only if I sign paper that they owe me no more.I had no choice I had no money. It cost me$938 to go there @ back plus $725 shrt down I want $1763 back.

  

  Business response

  08/23/2023

  In response to the negative submission to the Better Business Bureau By *********************** and ***************** about their auto buying experience with our dealership, Brookwood Auto Group.

  
  While seeking to purchase an internet-listed 2012 ***** Accord from Brookwood, **** repeatedly stated that he was previously in the car business and that he understood the car buying process.  Initially **** claimed in his complaint that he didnt think he was purchasing the vehicle - if this was his thinking, it makes no sense that he would hire a transportation company to pick up the vehicle he didn't think he was purchasing.  Additionally, **** was told Brookwood's policy is that we do not release any vehicle until full payment is received (in this case from the lender, Reliable Credit) - but **** still decided to hire and send a transport company to pick up the vehicle.  Even if **** did not hear our policy explanation, to hire a transport company to pick up a vehicle they hadnt actually bought yet, to have it transported 9 hours away in hopes the financing would go through, knowing if it didn't they would be responsible to return the vehicle?  This does not make sense for a novice ******, let alone someone who claims to have industry experience. 

  When there were challenges with securing financing because of ****'s credit history, we did not receive payment, so we were not able to release the vehicle to the transport company. **** subsequently called Brookwood screaming at us throwing a fit which then turned into crying because he had to pay them regardless and how they were already struggling financially. We felt bad for his situation, and as a result told him we would credit him half the shipping expense toward the vehicle purchase.

  
  **** later decided to just come get the vehicle himself in person.  **** was supposed to be at Brookwood on the 9th to take delivery, but since our office was closed that day the trip permit needed to be printed ahead of time. Our salesperson, ****, came to work on his day off to accommodate *********  **** didn't show up.

   On the 10th of the month, one of our salespeople agreed to drive an hour+ to *********** to pick up **** and bring him to our dealership.  When he arrived at Brookwood to take delivery of the vehicle that he and ***** had purchased via the internet **** was not pleased with the condition of the vehicle.  The damage he was referencing was clearly posted in the photos on the internet. **** became irate, yelling and acting irrational in claiming we had misrepresented the vehicle.  In the attached photos, the damage **** is referencing was clearly visible, especially if you zoom in.  Our salesperson also sent additional pictures to **** disclosing any defects in the vehicle.  This vehicle did not have a cracked windshield as the pictures show but there were some minor cosmetic issues. We are confident that Brookwood did not misrepresent this vehicle in any way. 

  Additionally, as an exceptional courtesy to ****, this vehicle was taken off the market while we secured his financing - which took about 30 days. This is unheard of  in the car industry.  This unique courtesy tied up $10,000 in a vehicle that could have been sold sooner, and the revenue reinvested multiple times.  We made this exception in trying to work with **** because he stated how much he needed this vehicle and was desperate.  And because the loan was high risk, we undertook the difficult task to find him a subprime lender that would buy it, and also provide all the documentation that goes along with securing such a high-risk loan - a time consuming process for everyone involved.  Brookwood, as well as Reliable Credit, went above and beyond to accommodate **** over the month-long process, allocating substantial employee time that could have been spent on other prospective customers and business activities. 

  
  **** stated he gave Brookwood $1500 down payment and we refused to provide receipts.  We dispute this.  He cannot provide documentation of these transactions, because the transactions did not occur.  **** paid Brookwood $500 on 6/7/23 with a **** card and $375 on 6/28/23 with a **** card for a total of $875.  The remainder was to be paid upon **** taking delivery of the vehicle.  Of the $875 that Brookwood collected from ****, $726 was refunded. The remaining balance of $149 that Brookwood kept was for a $115 document processing fee and a $34 non-refundable trip permit purchased by Brookwood to allow **** to drive the vehicle home. 

  **** and ***** signed a legally binding contract.  Reliable Credit & Brookwood, who both had substantial time invested in this transaction, were not obligated to release them from the contract.  Both parties chose to do this out of compassion for **** & *****.  Brookwood is a dealership committed to being of service to the community.  We pride ourselves on our integrity and do not want to sell a vehicle to someone who doesnt want it.  The condition of this vehicle was clearly posted on the internet and verbally disclosed to **** on multiple occasions prior to his coming to take delivery.  
  

  It appears **** is also asking Brookwood to pay him $20 per hour for 20 hours of his time.  This is non-sensical.  As **** stated on his credit application he is unemployed. So he did not miss any work.  **** and ***** made their own choice to purchase a vehicle based off internet photos, and make a 9 hour trip away to pick it up.  We are sorry they were unhappy with their purchase which is why Brookwood and Reliable Credit made the decision to let them out of their contract.  We all have to accept the consequences of our choices in life, unfortunately this one cost them some money.
  Brookwood believes with confidence that under that circumstances, **** and ***** were treated more than fair, and that we did not misrepresent this vehicle. 

  Attached are supporting documents to what is stated in this response, and Brookwood stands by its monetary position on this transaction.  

  Customer response

  09/05/2023

  The untruths and misspoke statements are many from Brookside Auto. *********************** who shared with me that she was the owner doesn't have much knowledge about the car buisness at all fairly ignorant actually. She was a bookkeeper/secretary I believe is what **** told me in previous employment.. #1. A transport company was never ever hired by me or anyone else and never ever went to dealership to pick up car that makes no sense.  Why would I have a car transported when I've never seen it ? That's a nother ignorant statement from *********************** the owner. I was crying when speaking with ******* is another dishonest statement no conversation about some mythical transport company ever happened between us. This is amazing the dishonesty that goes from the top of the company ******* to the bottom **** they don't know how to tell the truth.

  2. That they could of sold the 2012 ***** Accord many times over is another lie from ******* The 2012 ***** Accord is still sitting there on there lot unable to be sold because of excessive damage. No one who sees it is willing to purchase. Another ownership lie from ***********************

  3. Damage to vehicle isn't noticeable in there photos.

  4. Photos sent to me from **** the salesperson failed to show the cracked windshield , the crushed in underside by front passenger door but photos did include other damage next to it but failed to include that. Also didn't include punctured bumpers. (I supplied photos that **** sent to me. No photos showed all damage or miscolored paint.

  5. No Down payment is a lie they cashed in the contract with the bank before I ever got there to see the car have them supply copy of contract it has $1500 on one line for downpayment. If its anything different like i have not paid it downpayment lender would refuse to bay dealer. Dealer had all the money before i even saw car (unusual)you cant state that in a contract and submit to lender for funding if the total downpayment isnt paid. Therefore downpayment has to be paid inorder for the lender to pay the ********** yet another lie from *******. Her statement is ignorant and a lie from **** again.

  5. They did no special favors unwinding the transaction. Actually they had no choice by law you have to take custody/ownership of vehicle drive it off the lot after contract is signed for it to be binding. Another lie from ******* supposedly the owner. Which I refused to drive it when they tried to pressure me into it.

  6. All reciepts have been supplied by me for wasted funds that they cost me.

  7. It's untrue that I'm unemployed that's another ignorant statement by *******. You can't get a loan while unemployed. The part time work doesn't need to be disclosed on an application if not needed to qualify. Another uninformed statement from ************************

   

  7. No one picked me up at PDX Airport I had to take cabs and busses from there all the way to within 10 min of dealership because **** the salesperson stated that he hates ******** and would not pick me up at airport I have reciepts for my transportation. Another lie from ***********************

  8. The dealership didn't out of a courtesy take the 2012 ***** Accord off the market they only did so after my downpayment was made. Infact **** and the lot technician both told me that people had been driving it and looking at it that was why it was dirty and no gas left in it. Another lie from ***********************

   

  8. Also the amount they gave back to me deposit is the amount **** said she would give back if I signed that no other money was owed knowing that I had no money to get back home to ********* ** on It actually was pretty cutthroat I had to have money to get the 9hrs back home i had no choice she even stated that. . It was really really stressful and they knew I am disabled and was  pretty much exhausted by then.

  Regards

  ***********************

  Customer response

  09/06/2023

  9. The claim that financing was difficult was untrue. Yes I had no credit previously established. But on my own time to save the dealer time I actually had a Pre-approval from *************************** based out of *********** **********. That Pre-approval letter was supplied to *** and **** at dealership so they both knew going in a loan was ready to go. *** said she wanted to try and find a loan with less fee's involved even though it was already approved. Then Reliable Credit approved the loan also. Credit services also approved it. There was a plethora of approvals. Again more fabricated lies spoken by
   *********************** Secretary/ Owner at dealership
  Obviously one item at a time 1-9  i have clearly exposed the untruthes from *********************** again and again and again..
  *********;
  

  
  

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