ComplaintsforStar Auto Mall, LLC

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 18. 2022 I traveled to Bethlehem, PA, to purchase a 2015 ******** *** from Star Auto Mall. When I test-drove the vehicle, it was apparent that something was wrong with the headlights. Although the lights appeared to be on, they did not provide enough light to see more than 4 feet in front of the vehicle. When I asked them how they would handle addressing the repair, they indicated that I send them an appraisal of the work and they would pay for it. I proceeded to drive back to MD on high beam lights. I have attached an image of the driver's viewpoint after dark. It is now May, and my headlights have not been repaired; I cannot drive at night, my car cannot pass inspection, and my registration expired in January. I understand it is illegal for a retail dealership to sell a car that cannot pass inspection. I submitted two estimates for Star Auto: The dealer - ****** ********* in Ellicott City and ******** **** in Catonsville. The dealership quoted $2000 to fix the headlights, and ******** **** quoted $1400. When I made a follow-up call to sales, they said nothing was wrong with the lights, and it was probably just poor vision due to my advanced age. After several months they still refused to pay. They asked me to bring the car to Bethlehem to have it fixed. I agreed but had to reschedule my appointment for this week. The day before I was to drive to Bethlehem, I emailed my contact to confirm that he would be at the dealership. I was distressed that he would not be there, so I canceled the appointment. He sent a follow-up email to me, indicating that I should take the vehicle to an auto shop and have the headlights buffed, and it should be, at most, $100. He also said to take the vehicle to an inspection and assured me it would then pass inspection. Based on this response, I suspect getting me to PA was to have the car pass inspection to rid themselves of this problem. I also came to this conclusion when I insisted that he be prepared to repair the car, and he refused to commit to a repair. My response was to send him information about the class action suit by the owners of this make and model due to the defective headlights. GM agreed to reimburse owners for replacing the headlights; however, when I contacted GM, they said they would not honor this agreement since I did not buy my car from a GM dealer. I am still awaiting a response to this last email dated Friday, May 12, 2023. The attempted inspections by ****** ********* revealed that in addition to the headlight problem, the car had three bald tires and needed a purge canister solenoid, and a rear window wiper, for a total of $3155 to make all the repairs; however, this quote did not include the tires. I informed Star Auto that I could purchase three used tires for $400. They did send me a check to purchase the tires. They refused to pay for the repairs without seeing the car. I hesitate to spend money to travel to Bethlehem when they do not commit to fixing the car. It is too much money for them to look at the car or buff the headlights. I am 66 years old and live on a modest fixed income. Even given these restrictions, I offered to settle everything for $1,000. I suggested they contact the dealer directly if they have any questions. They refused. I hope that, with your influence, you may convince Star Auto to pay the $3155 to complete all the repairs at the GM dealership. I live alone, and without a valid registration and no headlights, I feel incredibly vulnerable. My desperation forced me to find an agreeable compromise; however, since they were not responsive, I would like them to be held to account for all of the costs. To date, the mechanical repairs have yet to take place. Please resolve this ASAP. I have attached the following for your review: ****** ********* quote for mechanical repairs. ****** ********* tire quote. New tires would have cost them $783. ******** **** headlight repair quote. ******** **** Inspection Rejection I appreciate any help you may provide.***********************

  Business response

  05/30/2023

  **************,

  Please see below response on the same issue to the Attorney General's office and the attached texting communication regarding the same. Thank you

   

  Dear **************,
  ************** has been in contact with our service manager regarding her headlight issue.
  Attached is a photocopy of the text message that was sent yesterday and her response.
  We have agreed to order 2 headlight assemblies and replace them for her. **** will contact her when they arrive. She has agreed to drive up for the replacement and we will give her a full tank of gas and clean the vehicle while it's here.
  This has satisfied her regarding this issue.
  Should you require additional information, please do not hesitate to call.
  Thank you
  *********************, DOO

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Okay my dispute is 1. Why was the price of my car raised, if I had given them the stock number, and price that they advertised online.
  2. Why did they put the car I first got from them,and had to take it back because it had many problems. Why would they put in the contract that it was a trade in. 
  3. In the contract I don't see the $13,000 that I put down. Instead they  put the damaged car as a trade in, and that they gave me $16,000 on the trade in.
  4. Why all the optional products like vehicle service contract, and Gap in a total of $4,000.
  5. Financed charged $13,173.91, and amount Financed $20,128.97. 
  6. So the car came up to a total of $33,302.88
  I owe more than the car is worth.
  

  Business response

  05/15/2023

  On 11/10/22 She purchased a 2018 ***** and traded a 2018 ****** The agreement of sale clearly shows $10,000 trade and $3000 cash which is her $13,000 and she financed the balance. She was not happy with the vehicle and she TRADED the 2018 ***** she purchased on 11/10/22 on a 2020 ***** 0n 3/6/23. She still owed $9450. on the 18 ***** which has to get added to the new purchase price. The amount of interest on the full term of the loan is calculated on the balance along with the interest rate. The interest rate is based on the lenders evaluating the credit rating of the customer-the lower the credit score, the higher the rate. She purchased and extended warranty and also chose to have gap insurance. Both of those items can be cancelled by her to the appropriate companies. The credit will be sent to the lender to reduce the loan amount but it WILL NOT reduce the monthly payments-just the outstanding balance. According to the finance manager, this was fully discussed with the customer on numerous occasions since the purchase date, not just at time of delivery. She also mentioned that she intended on re-financing through her own sources. It is most likely that she will owe more than the value, but the balance due would not include the total of the interest charge. The total of the purchase price along with the total interest charged would only be what she pays if she keeps the vehicle for the full term of the finance contract. Should you need additional information, please contact us.

  Customer response

  05/16/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: See Attachment. 
  
  Regards,
  
  *******************************
  

  Business response

  05/22/2023

  As previously stated, numerous staff members have spoken to **************. I believe it would be in her best interest to visit the dealership and discuss with any of the following employees, who are very familiar with her purchases and the vehicles: *********************************, General Manager-*************************, Finance Manager-***********************, Sales Associate. One of them would be there any day, Monday through Saturday from 9am until 8pm.

  Customer response

  05/26/2023

  Complaint: ********
  
  I am rejecting this response because:The only sales man which is *********************** was the one to take over ,and he did everything without explaining every tail he was doing, and even asked me to lie to the financial company. *********************** wanted me to tell Ally that I received $2000 a month from alimony support from my ex- husband and that's a lie, and thank he also wanted me say that I received $1480. Per month from SSI which was not true neither. If you people told me to bring the car back, because you were going to help me. I was never told that you were going to use that junky care as a trade in. Are you people crazy? Everything on the contract is faulty. I could not sit down and read everything, because by the time ****************** finished it was time to close your scamming dealer. I have been reading the reviews from other customers, and OMG it looks like everyone that goes to Star Auto Mall goes through the same thing. Scamming everyone you can. Honest people go to star Auto Mall trusting,and believing in you all, but no we get scammed and lie to. What kind of heart do you people, and how can you do this to honest people . I will not stop fighting this complaint until everything is fix . I have been taking abused of many others but this is stopping now . Either it gets fix, or I want my ***** ***** back and my $3000 dollars back. 

  Regards,
  
  *******************************

  Business response

  05/31/2023

  Unfortunately, despite numerous attempts, it appears that we cannot satisfy the customer. 

  Customer response

  06/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  To Star Auto Mall 

  I have been responding to you,and  reading your messages,  but you are not saying anything about if you are going to fix  the  vehicle buyer form, and another thing, I also sign the cancelation form, where you people where charging me$2,800 for a warranty,  and $1200 Gap.  I never ask for this,and I am still waiting for the refund.  Another thing is when I found out of all the problems  with the 2018 . I was called and I was ask to bring the car,  and I did i even showed everything from on the car and I was told OK.  And when I started reading the paper work that **** gave me I realized all these numbers were off.  Why would I approve  paying that much money for a used  care.  I could of gone to the ***** dealership and bought a new ***** with what you people charged me.  Once again I response the price you were advertising the  2020 ***** was $19555, I did not ask for a separate warranty,  I did not ask for  a gap. And how could you  use a damaged car that I returned as a trade in are you people crazy or what. Or is that how you steal from honest people.   And you make people wait till it's almost time to close your dealership and force us to sign the contract  so we can't even read the contract.   You people need to fix the contract and if not I will keep refusing and respond the same.

  Regards,
  
  *******************************

  Business response

  06/05/2023

  As previously stated, any warranty cancellation or ************* cancellation's will get "refunded" to the lender. This will reduce the payoff on the vehicle, but not lower your payments. It may take some time for the payments to get received and credited from the lender, but the amounts would be effective the day the refund request was received by the warranty/gap companies. Fell free to contact those companies for the status. At the time of purchase, you would have signed numerous items disclosing the warranty and gap insurance purchase you made, Additionally, you would have been given copies of these documents. We see no errors in any of your paper work that needs correcting. Also, as previously stated, you should go to the dealership and speak to the general manager, the finance manager or the salesperson for explanations on your paperwork and if there is an error we overlooked, it can be corrected at that time. You would also be able to discuss any conditions of the vehicle at that time as well. We also would request you to cease sending unsolicited photos of your family to our finance manager and salesperson. Thank ****

  Customer response

  06/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  This is going to keep going back and forth, and I am not going to go to the dealer for what?  So you people can turn around and lie again.  Don't forget I have the paperwork that *************************** gave me.   And the numbers do not make sense.  And once again I took the 2018 ***** back, because of the damages the car had. And I was told to bring it back, and I do have that response,  and it came from Star Auto Mall.  WHY WOULD YOU PEOPLE USE THE DAMAGED CAR AS A TRADE IN THAT MAKES NO SENSE.  I  ALSO RECEIVED SOME VERY INTERESTING INFORMATION BY MAIL. SO STAR AUTO MALL CHARGED ME THE BALANCE OF THE 2018 ****** AND I AM THE OWNER OF THE CAR I RECEIVED EVERYTHING FOR THAT CAR. ANOTHER THING I DID NOT SEND YOU PEOPLE MY FAMILY PICTURES. 
  
  Regards,
  
  *******************************
  

  Business response

  06/26/2023

  We are truly sorry that ************* does not understand the mathematics of the 2 transactions despite numerous explanations, both in person and via emails and telephone. We have offered to have her come in again to review it, but she doesn't seem to want to do that. Unfortunately there is nothing further we can suggest for her to understand. 

• Initial Complaint

  02/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I want my money back, or a car with no accidents, and nothing wrong with the car Why not be honest with customer's. I really didn't have the time to check this car I bought, because of health problems, and being a female, I'm really do not know much about cars. I was going through my divorce, and I needed to get a different car because my ex-husband didn't want me to keep it. So, I did what I had to do look for a car asap, and I was over charge I was told by the salesman that the car only had one owner, and the car had one accident and it was minor. To find out that this car has 33 historical records, I have tried to call the dealer to have no luck to speaking to anyone, and no return calls. I started checking the car to find that it was missing the molding on top of the roof, the black molding around the back two doors is coming apart, and when I opened the trunk it's missing so many pieces, and it's just horrible. I was given a key that is not the original key to the car. When I was given the car that day it was so dirty my daughter took it to the car wash. the price that it was sold to me for was just too much for the condition of the car. I am a single woman, and I am so tired of people taking me over. With the amount of money that I put down, I could buy a very good car, and pay for it crashed, and I would even have a loan balance for it as well which I believe is a little over $9,000. plus, the $13,000. I gave down. Please help me with this situation. Thank you so much, and I am praying to our father in heaven that something can be done. I am not going to lose the little money I had too this Business this is the only transportation I have. I don't have anyone to take me to my doctor appointments, and so on. Either they find me a car that's in good conditions, or they reimburse me back and close the loan it's not my fault . I am not paying so much money for a car that has so many problems. Please BBB help me. Sincerely, *******************************

  Business response

  02/20/2023

  We are sorry that ************* is not happy with her purchase. The purchase was made 11/10/22. We will take responsibility for not returning her phone calls, but we have no record of her calling or returning to us with the vehicle to report any problems. ****** does report one accident  and it was minor in their report. If ************* brings the vehicle to us, we can help with the trunk area and molding issues(she was not specific, so until we see it, it makes it difficult to diagnose and know what it takes to correct). We would also be happy to explore her options to trade it in on another vehicle. She can stop in at her convenience ,preferably between 9am to 5pm.  At that time we can address the issues or pursue another vehicle. Thank you

  Customer response

  03/20/2023

  I want to inform you that the situation has been resolved, the dealer responded to me, and they exchanged the car.  I was given a newer car I was treated kindly and everything was taken care of.  So now I want to thank BBB for all the help they gave me I am so grateful for all they've done for me. 

  Thank you,  thank you so much. 

  
  

  Sincerely, 

  ********** ***** 

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3 months ago I purchased a vehicle from star auto mall. During the test drive of the vehicle I later purchased, I noticed a slight noise coming from the rear of the car. After confronting Parvaz R****** the sales representative about the noise he quickly assured me that the noise I was hearing was being cause by the new tires that had recently been put on the vehicle. After 3 months I noticed the noise had been getting much louder so I took the vehicle to a local **** Dealership where the service technician informed me that the noise I was hearing was actually being caused by a faulty rear wheel bearing. **** encouraged me to take the vehicle to Star Auto Mall as they claimed the wheel bearing looked to have been worn out far before purchasing of the vehicle. I went to star auto mall where I was met with a car mechanic who told me that it was impossible for my vehicles wheel bearing to be faulty, as my vehicle did not have wheel bearings. I was then told that if there was an issue I should have made it aware during the test drive. Star Auto Mall then proceeded to quoted me $400 to replace said wheel bearing.

  Business response

  10/01/2022

  The vehicle was purchased in June of 2022 and driven approximately 5,000 since it was delivered. Wheel bearings are a normal wear item and do need replacement at times. There is no way to tell if the bearings were bad when it was purchased except that the "noise" would have been more predominant. If the customer wants to return the vehicle for our facility to replace them, we would do so at our dealer cost as opposed to retail pricing to assist the customer. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refinanced my 2010 ****** in March 2022. I cancelled my GAP insurance with ***** on April 1, 2022 and requested a refund. I called ***** on 4/13/2022 and they said they mailed check #***** (wouldn't give me the amount) to STAR AUTO MALL. I called Star Auto Mall and couldn't get the GAP dept. to answer nor return my call. I called ***** back and they said that Star Auto Mall Cashed the check on 4/19 and that Star Auto was to add their refund to it and mail me my full refund of 55.34% of my original $1000 minus $50 for early cancellation. I have called Star Auto 5 times a day for the past 11 days, leaving messages with no return. I called again today and asked to speak to a manager, they put me through to voicemail and no call back. I've attached my cancellation. They owe me $503.40, which is 55.34% of $1000 minus their $50 cancellation fee.

  Business response

  05/12/2022

  This issue was resolved. They received their refund. The information we needed wasnt getting to the proper department. 

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my car, September 08, 2021. i am paying $1995.00 plus tax for a **** ********** Value **** plan, 24 month unlimited plan. I needed servicing on the car in January. Which is when I found out the car is not covered by *** ********** ****. Since Jan 03, I have been attempting to get this resolved through Star Auto Mall 512. With no success, I am getting a run around, no call back, no answer when I call and voice mail not set up. And in a meeting we have your info he'll call you back. Yet there is no call back. If Star Auto paid ***, where is the canceled check? One would think that would clear this up quickly. I have been speaking with a person by the name of Paul.

  Business response

  02/10/2022

  ******************* is correct that the warranty she purchased in September was not sent in to the warranty company. This was a clerical error on our part and we sincerely apologize. When she brought her vehicle in to us in the beginning of January, we made the repairs to her vehicle (ones that would have been covered under her warranty) at no charge to her, as if the warranty was in place. We have paid the warranty company and her coverage will be beginning and effective February 3rd,2022. She will be receiving her coverage card in the mail from the warranty company soon. We did understand that there was communication from the management staff with *******************, but will address the lack of prompt responses with them and strive to correct our communication procedures in the future. Should you require additional information, please contact us.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 ***** ******* at Star Automall 512 on 10/27/2021. On 10/26/2021 I placed a deposit on the vehicle and provided my credit information which was run the following morning. Later the following morning I got a text message from the dealer telling me that they sold the car online that night, even though they already ran my credit and dinged my credit report. Despite me informing them that I didn't want that to happen. After fighting with the dealership they finally reversed the other sale and sole me the car. That night they found out that the headlight wasn't working and ordered me a new one and a ballast to be replaced that Saturday. When we arrived on Saturday the headlight was not in yet, however on the way in the radio started skipping all over the screen and asking me to reset the clock settings. They told me that they would look at it later when the headlight and ballast came in. The headlight came in and they diagnosed that screen needed to be replaced because it was melted and that another dodge truck just had the same problem. This was on the first week of November. We are now a month later and the part is still not in. The dealership does not have answers and no one returns phone calls assuming you can get something other then the voicemail has not yet been setup. Since then the headlight that they replaced is still not working properly. This needs to be fixed immediately and is a safety concern when driving home from work at night in the dark wooded areas. When I ask for a call back on status I expect a call back and not to be placed on hold to be hung up on when they realize who is calling in for answers. I'm done playing nice. I've been patient enough. This is a Stealership.

  Business response

  12/17/2021

  We apologize for the communication errors on our part. We will look into that situation and correct the system flaws as best we can. I understand that as of 12/17/2021, the headlight situation has been remedied and we replaced the screen for the radio. The replacement screen was flawed and we have ordered a replacement for that. It is due on 12/24/21. With the holidays, we will do our best to get it scheduled at a mutually convenient time. Thank you for your patience.

  Business response

  02/16/2022

  The vehicle was returned and we gave the trade in back to her at the end of January. This should be taken care of to the customers satisfaction. Thank you

  Customer response

  02/18/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ***********
  

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 9/3/21 I left a 500 dollar refundable deposit for a 2015 ***** ** * stock number *****. I decided not to purchase the vehicle and they will not respond to phone calls or text messages.

  Business response

  12/07/2021

  Thank you for bringing this to our attention. We do not keep peoples deposits if they change their minds about purchasing a vehicle. This was an oversight which we are in the process of correcting and attempting to return their deposit. The deposit was given on a credit card. When we contacted the customer yesterday, to get the account numbers to credit their account, we were told that they closed this account and we should refund in cash or check. Once we verify that the deposit was not disputed with the credit card company and given proof that the account was closed, we will issue a check.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from star on route 512. ****** was my sales person. I took the vehicle for a test drive seemed ok except it tended to pull almost slide on its own, I told the sales guy, he supposedly had it checked over and told me it was probably nothing. The next day I returned to the 512 auto mall and expressed my concern about the car making noise and not handling safely. Was told the car was sold as is and felt like no one cared. Then they told me the air shocks were bad and I also complained about the rear passenger window not working they acted as if they didn't care. I left and drove home, than the next day I went back to 512 and that was due to my driver's window coming off track a d that was already told to them before it became an issue if coming off. They attempted to fix it but told me I'd have to replace the entire frame for the window and the window because it was cracked. The window was not cracked until they took it apart because I had it up and down til it stopped working a day or two after I purchased it. Than I find out the fuel filter is leaking and worse of all it has a r title and they never told me any of these things were wrong or the title. I'd really like to have them pay for the repairs but I have purchased parts and have an appointment to have the air bag system changed and the fuel filter along with oil and tune up. Almost 1100 in charges plus all the part it's almost 3 or 4 grand plus the purchase which was almost 4 grand. I want to be refunded on the money to fix the car and I'd like some of my money back due to not being able to drive it safely til the air bags are fixed and the drivers side window is thru dealer in which I haven't found out how much that is to fix so if you include that is over 5 grand in repairs and I paid 3588 for the car and needs electral issues too . Please help me. I tried getting them to repair it but they kept saying as is as is and I would have to pay them a d it's well over 5 hours in labor shocks

  Business response

  11/19/2021

  Attached are all of the paperwork showing the vehicle was sold as-is and was accepted by the customer, as evidenced by their signatures in numerous places. We will, however, agree to take the car back and reimburse the customer for the $3588.29 total purchase price, which includes all of the taxes and fees. If the customer agrees to the return, it must be done no later than 11/29/2021.

  Business response

  01/12/2022

  We are not sure why the customer rejected our offer to buy the car back in the later part of November. We asked that the car be returned by 11/29/2021, which allowed approximately 10 days after our response.  Our salesperson claims to have been calling the customer and the customer has not been responding. Since we did not hear from the customer, we presumed the matter was closed and she decided to keep the car.

  Customer response

  01/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Down Payment of Car 2000$ Vehicle not in possession and was delayed multiple times Bought another vehicle after waiting so long (emails, calls and texts provided if need be)Said they would refund me 2000$Gave me a refund receipt over email never in person said it was a cash refund again never received payment never was asked to go and receive the refund Disputed with my Bank no resolve to issue Contacted them again said that it was my bank that refused the payment called my bank said they never received anything from Star Auto Mall in Bethlehem Pa Contacted them said that they refunded it to ****** bank I have *** bank Auto Center called me and said not their issue Need to resolve this since I have never received any payment from Star Auto Mall and they will not return my calls or anything.

  Business response

  10/12/2021

  We sincerly apologize for the delay in you getting your deposit back. The fault really lies with your credit card company, through a series of disputes from both you and our company, however, it should now be a mute point. Your wife had picked up a $2,000.00 check from us on or about the 5th of October and it was returned to us on the 7th of October from our bank as being cashed. If you need additional information, please contact us.

*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. ↩