ComplaintsforStar Auto Mall, LLC

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used car from them four months ago. The car was never checked out just put on the lot to be sold. District manager told me to go to the service department to get the print out on what was done to the car and it was empty. The car they sold me was leaking OIL. Filter housing gasket and valve cover needed to be replaced. I do know that I got a used car. Still in all they said they check the car before they place it on the lot. He said he would work it out with me. Which he didn't. How do u expect a person to get a car off your lot and you don't check the important things??? I had to pay 800.00 for something I feel shouldn't have been on the lot to sell. Got a 3 star warranty that was nothing.... Ware and tear parts are understandable.

  Business response

  10/04/2021

  I spoke to ** ***** and we have performed additional work to the vehicle since her letter. We have performed that additional work at no charge and are sending her $400 towards her previous bill. She was satisfied with that settlement.

  Business response

  11/19/2021

  We have done additional work to the vehicle at no charge and reimbursed ** ***** $400 towards her other bills, as previously reported. The vehicle was sold as-is and the responsibility for any work to be done on the vehicle is the customers responsibility. We have offered to trade ** ***** out of the vehicle, but the parameters that she is requesting limit the availability of vehicles that fit those parameters. If the parameters are changed, that may change the availability. We will continue to search but there are no guarantees that a suitable vehicle will be available at any specific time frame. 

  Customer response

  11/19/2021

  [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]
  
  Keep saying the vehicle was sold as is on a Vehicle that y'all never checked out! The District manager as well as you said that ever vehicle that comes on y'all lot y'all check it to make sure the important things are GOOD! If y'all don't have a vehicle to trade me put with why not give me my money back?! Y'all sold me a bad car I also got 2,000.00 warranty on it, which I feel as though was a waste of money! So how long am I to wait on yall getting another car worth 11,000.00? How can I accepted to trade it in but yall font have a car to trade it in for so what am I to do? If you don't have another *** you don't have anything for me what do you want me to do?  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  09/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  At the end of June I contacted Star Auto Mall about getting a vehicle I had trouble getting a loan prior to calling them. They took all the information that was requested and a $1500 deposit saying that the loan was good and we drove away happy. Over the next few weeks they kept asking for the same information taxes, bank statements etc.. August comes around then I get a call from Pail at star saying the loan did not go through and arrangements needed to be made to take the vehicle back and return my deposit. I asked if he could get me a different vehicle and he said he would work on it. A few weeks go by I hear nothing. One morning at the end of August I get a call from a man at 11:00 pm taking the vehicle in question. I call star the next day they laughed when I said I wanted my deposit back. This is the definition of a yo-yo scam. I ask that my deposit be returned.

  Business response

  09/13/2021

  ************************** took delivery of the vehicle on 6/26/2021 and did leave a $1500 deposit. He was told at delivery that the lender may need addition information and proof of income, bank deposit statements and the like. After numerous attempts to have ************************* produce the lender required information, he failed to do so, and therefore, the lender would not finalize the loan. We then attempted to have him voluntarily return the vehicle, but he did not. We were then forced to hire a repossesion company to return the vehicle. While in his possesion, ************************* drove the vehicle 2,665 miles. The repossesion charge was $770.04. At .25 cents per mile ($666.25) plus the $200 reconditioning charge, ************************* actually owes us $136.29. We would have been able to keep him in his vehicle or a different vehicle if he so choosed, but without him producing the lender required documentation, it would not have been possible.

  Business response

  09/29/2021

  Despite the text/email copies you provided, there was some documentation that either wasn't provided or in conflict with what was originally provided to the lender on the credit application. The lenders are willing to lend customers money to purchase vehicles if the customers information and required documentation is complete and accurate. We have located your EZ pass and are mailing it to you.

  Business response

  11/17/2021

  Obviously, there is a misunderstanding of the transaction. Since my previous explanation was not satisfactory to the customer, I'm not sure what else we could have done. I can say that our business  is to sell cars not get them returned. The fact that the customer kept the car for 2 months should show that the dealership was working with them and the lender in an attempt to keep them in the vehicle. Since the dealership is not the lender, we can only adhere to their instructions. We would not realize any gain by not submitting the required documentation. Furthermore, if the furnished documentation did not match what was originally reported, the result would stay the same. We are sorry it did not work out.

  Customer response

  11/27/2021

  [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:

  Yes there must be a misunderstanding, someone telling me I'm approved with the proved documents then telling me I'm not is a bit confusing. The vehicle was in my possession for that time (as stated prior) is because your employee **** was "working on a deal" for me we talked once or twice then you took the car back. There was no attempt at finding another vehicle it seems so if you're in the business to sell cars maybe get better employees that can communicate properly. I just ask my deposit be returned.
  
  Regards,
  
  *********************************
  

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