ComplaintsforDean's Auto Plaza, Inc.

• Initial Complaint

  11/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2017 ****** *** from Deans auto plaza . We have had nothing but problems since day 1. They have caused many issues from the day the inspected for us. It came with a warranty that the warranty company will not honor because it has modifications in which the car was sold with these modifications. Deans auto plaza now denies that he sold the car with these modifications and will not fix the car. We pay $550.00 a month for a 2017 car with a warranty that is not legal to drive and wont pass inspection due to issues the warranty should cover.

  Business response

  12/07/2022

  To whom it may concern,
  
      The purchase of the 2017 ****** *** VIN : ***************** made by *********************** and ********************************* was purchased on May 12, 2021. 
  "Having nothing but problems since day 1" is not a totally true statement. They actually were able to put over 13000 miles on the "nothing but problems" car and have over 7k pd by Deans Auto Plaza.
  
   The first issue with the car was on June 11th 2021. AC operation required a pump down and recharge. That expense was $204.45 (Dean's Auto Plaza paid) Second issue we have recorded was on June 25th 2021. Brake pads and rotors were replaced in the amount of $541.38 (Dean's Auto Plaza paid).
      
      Third time, was on August 11th 2022. Fuel pump was replaced (covered under their vehicle service contract). On September 3rd 2022 the car was taken back to our garage (Hanover Lube & Brake) to replace the fuel pump that was bad (at no cost to the customers once again). 
  It is our policy, when new customers have problems, we also provide a loaner vehicle at no charge.
      
      Almost a year later (August 2, 2022) was informed by *********** that he took his vehicle to a garage called ************** to find the engine needed replaced. We also found out that his vehicle service contract they purchased, was voided due to the tuner that was on his vehicle. This tuner, (as you can see on the picture provided. Yellow controller-top left of steering wheel) was there at time of purchase and explained to the customer what it was. 
  
      Feeling awful about the cancelation of the vehicle service contract, we decided to try and help with reducing the cost outlay that they were currently looking at (Estimate from ************** $14,800). We paid half of the diagnostic fee ($500.01) and the vehicle ended up at our sister store, ******* **** * ***** to fix the engine. 
  
      ******* **** * ***** proceeded to do the work, to replace the engine at a cost of $6,679.00. This cost was paid by Deans Auto Plaza. We are positive they received a loaner vehicle during this repair. Very shortly after picking up the vehicle upon completion the check engine light came on. They brought the vehicle back to our garage to be diagnosed to find the tuner needs re-tuned to the new (used) engine that was installed. 
      At this point we felt it was no longer our responsibility to pay for something that existed at time of sale. We informed the customers that it would be their responsibility to pay for this. 
  
      It has now become obvious they did not pay for the repair that we said would be their responsibility to take care of. How do we know that? With the notification that they are not happy that the car will not pass inspection. At Deans Auto Plaza we firmly believe in customer service. This is painfully obvious in this situation with a total paid by Deans Auto Plaza of $7424.83. (Work orders attached) As you can see from this number, we are not here to scam or take advantage any customer. 
  
      We also believe after one year time of owning a vehicle that there are some out of pocket expenses that come with owing a vehicle. Where does the dealer responsibility end? We believe we did everything in our power to make things right for the customer and the situation they were in. 
  
  Respectfully,
  Bruce *. W************

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