Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I will begin to present the documents and video/pictures with this first email. These documents relate to the purchase/ownership of a 2012 Jeep Wrangler with the *** *****************, my daily driver and main mode of transportation. On October 9, 2023 my son and I stopped to look at a vehicle at a dealership in Pittsburgh on a whim after his doctor appointment. During this time the salesman asked me to have a look at my 2012 Jeep Wrangler which I purchased from Choice Auto on February 11, 2022. The salesman left while I looked at the other vehicle. Several minutes later he came out to inform me that the Jeep would not be worth as much as normal because of the accident it had been in. I was shocked about the accident, as my Jeep has never been in an accident as long as I’ve owned it (approximately 1 yr 7 month). The dealership then proceeded to show me a “Carfax” report indicating the vehicle had been involved in at least one accident prior to my purchasing it. This accident was never disclosed. After hearing this about the accident, an attorney recommended to contact the dealership to see if something could be done to remedy the situation before taking further action. I called the very next day (2.12.22). When I called and told person on the phone what was happening, they advised I speak with the service manager. I explained to the service manager what I had found out, and asked if anything could be done. He put me on hold and then came back on a few minutes later saying that he was not able to speak with me any further on this matter. He said someone else would contact me. Two days later I was contacted by the owner. After a conversation the the “Carfax” report was sent to him to review (the same day). This accident WAS NEVER DISCLOSED, and did not show up on the car check report the dealership provides with each purchase. It was not disclosed online, or during the time my wife and I looked at the car with our salesman Jerry Horvath (sp?). I would NEVER have purchased this vehicle knowing it had been in an accident. I have had nothing but trouble with this vehicle literally from the day I bought it!!!! It has cost me countless dollars and time to chase engine and alignment issues. And now I understand why! It had UNDISCLOSED DAMAGE! The Jeep will not wear the front tires correctly. It has had alignments from several shops and the tires still do not wear correctly. The tires wear on the passenger side, greater on the exterior and less on the interior. The ball joints and tie rods have all been inspected for wear, with nothing substantial to indicate wandering or trouble. I do not understand how to properly fix this issue, as it will show alignment to be right on a machine but the tires do not wear correctly. This could indicate possible frame damage/component damage from an accident. The car has had a continual check engine issue/oil issue issue from the first days of ownership. In fact I have included DATE CODED pictures of this oil issue to support the documentation. It had an oil leak on the second day! You will find a picture of a hand held scanner showing the code P0430, which is connected to the catalytic converter function (engine oil possibly clogging them). This scan was taken a day or so after I got the car back from Choice Auto addressing the oil leak in the picture! You will also find pictures of the first oil change. The car had an oil issue literally from the day it was purchased! This oil issue WAS NOT DISCLOSED. The pictures are date coded Feb. 12, 2022, ONE DAY after purchase! The Jeep was using/leaking oil since before it was purchased. The check engine scan codes and the first oil change prove this. The pictures show oil leaking from the bottom of the engine from day two of ownership. This car cost over $21,000! You will find enclosed a date coded pdf file that I composed on 2.26.22 which discussed my first few weeks of ownership and what happened to the Jeep and the associated actions taken by Choice Auto. The document is date coded and has not been edited from the day it was composed. The files are date coded on the computer and this indicates this was written about 2 weeks into ownership. As you will read, P0430 is one of the main codes discussed in the document. It has been the main code that has kept the engine light ON nearly constantly for over a year. The code stems from low functioning catalytic converter(s). After the first repair Choice Auto did on the Jeep did not fix the oil issue, the service manager advised me that he was no longer able to speak to me about fixing this Jeep. He informed me that I had to speak with the owner personally as he was "upset with my trade". And when I did so, the owner advised that because of my trade in condition, that Choice Auto “got a bad deal”. This is curious on several accounts. First, the inspector took my vehicle and drove it and checked it for about 30 minutes. If he was upset by anything it could have been noted and the trade in stopped. Nothing was said. Secondly, the sticker price of the Jeep I purchased was $21760. And on my pink slip the amount of purchase price is $21500. This is a difference of $260. I paid $21,500 plus my vehicle (see attached photo). During this same conversation in February 2022, the owner offered this solution to the problem. He advised putting catalytic converter cleaner in a tank of premium gas (possibly to clean the converters?). He was upset with the trade and therefore the service department was no longer allowed to fix my just purchased Jeep. He said they would try to “help me out”, but would not cover this issue. He was obviously no help at all. This left me on my own to figure out what was wrong with the vehicle. Even though the vehicle was STILL UNDER WARRANTY. I have included a screen shot to attest to the fact that the purchase INCLUDED a three month/4500 mile warranty. The warranty does not indicate that it is contingent upon how the owner feels about the trade in value. Purchase date was 2.11.23. The warranty would have covered the repair of this check engine issue as it was brought to Choice Autos attention on day two of ownership, and several times within the next two weeks after purchase. In fact, during the very first time the Jeep was in to have the oil issue addressed, the service manager called to say he couldn’t get the part as it was on back order. Through my work I was able to get the part for him! My business carries quite a few of those parts, and we were able to get one right away. It was an actual factory stamped part! I just wanted it fixed. This was not my responsibility, but there was a lack of urgency on the part of Choice Auto to address my just purchased vehicle. And though it cured the immediate oil leak, this fix was not the solution to the whole problem. I had to spend my own money and time figuring out what Choice Auto should have fixed. After the replacement of oil cooler housing(which their shop did in an attempt to fix something, to their credit), spark plugs, EGR, installing an intake tube catch can, several diagnostic scans, compression/leak down test and two catalytic converters, a possible diagnosis has come about. The P0430 issue stems from the fact that the engine is somehow internally leaking/burning oil into the catalytic converters. It took me over a year and several shops to figure this out. This issue has been present from the moment I bought the Jeep. And the first oil change is extra evidence to prove this fact. When I got the Jeep it had just over 97k miles. The first oil change was scheduled by Choice Auto at 102K, as shown on the service sticker. However the oil was changed at 99K (approx. 3000 miles early), and when it was changed, the oil level was approximately 4 quarts LOW! A video of this event was taken-- as it was shocking! Please review the still shot pictures I have included from the date coded video to document mileage and the picture of the oil collected. You will also note the oil filter serial numbers which should correspond with the filter Choice Auto installed. The oil change was done April 1, 2022 and the mileage can be verified with a date coded picture of the odometer. If I had waited the full amount of time (until 102k) there would have been zero oil in the engine and it surely would have expired. The warranty parameters of 3 months or 4500 miles would indicate that this should have been fixed! The mileage and the time fall well within the advertised warranty. After our conversation in February of 2022, I did not feel welcome at Choice Auto. Nor did I feel welcome to call back and pursue the problems with this vehicle through their service center. In fact, I didn’t think there was anything that could be done except to pay for all of this out of my own pocket (very expensive when coupled with a monthly car payment). After finding out the car was in at least one undisclosed accident, all of this is making more sense. Which leads to the next issue. Presently, after a new left side and right side catalytic converter (and many other parts), the car will not pass inspection. And the reason is code P0430, which (at the very least) has ruined both NEW catalytic converters and possibly the O2 sensors in the system. It may have very well ruined the engine. The code has been mostly ON for over a year. I cannot afford to pour more money into this vehicle. During the last phone conversation I had with the owner of Choice (around October 11 or 12 2023) he stated that I could pass emissions by investing the minimum ($450.00?). He stated I should already be at this amount if in fact I had the new converters put on. I told him I am unable to invest this kind of money putting new catalytic converters on the vehicle every year just to pass inspection. And it does not fix the oil issue at all. The only route to fix the problem with the engine is to either replace the engine with a used one, or get new motor. I have included estimates from a local independent shop for the cost of this. I do not know how the fix would go for the tire wear issues. Perhaps a frame machine or replacement of front axle or components would fix it? I am deeply frustrated with this situation. It seems that there was (at least) one accident with this vehicle which was not disclosed prior to my purchase, and that the problems I have had with it have been apparent since( literally) the first day of ownership. There is also evidence to show that the dealership was unwilling to respond to an issue that was evident from the very beginning and should have been under warranty. I still owe quite a bit of money on the auto loan, and there is no way the vehicle is going to survive without MAJOR work. I have lost quite a bit of money and time on this for sure. The owner was quite rude to me, basically telling me that any point made was not valid. He was very argumentative and demeaning. He told me (phone and email) that the dealership was not legally bound to disclose any accident or damage. And then he had the gall to tell me I was being unreasonably angry! I provided the dealership with all of this information, just as I have provided it to you today. There are approximately 40 more receipts indicating service that was done to the Jeep to prove maintenance and upkeep were done during my ownership. They can be provided upon request.

  Business Response

  Date: 11/27/2023

  I appreciate you taking the time to respond to the complaint filed with your office by ****** ******* I appreciate you taking the time to review this complaint and your willingness to hear both sides of this argument. I feel that once you hear our side, you will realize this is without merit. 
  *** ****** purchased a 2012 Jeep Wrangler from Choice Auto on 2/11/2022. The vehicle was sold with approximately 96,000 miles on the odometer. The vehicle currently has approximately 128,000 miles on it. The owner has driven this vehicle for over 32,000 miles during his 18 months of ownership, which is almost double the average miles of what is considered normal driving. He has the vehicle serviced and it did pass inspection and emission on 9/30/2022 with 108,157 miles on the odometer based on a Carfax vehicle history report that was provided by *** ******** This fact is completely contradictory to the statement 'the vehicle had hidden issues with the engine/pollution control systems," as the vehicle would not have passed PA emission's inspection if that had been the case. In fact, the PA state emission inspected was performed and passed after 12,000 miles of driving. This fact completely debunks the idea that the vehicle was not in proper operating order when it was sold, as it obviously passed the inspection. 
  ? 
  *** ****** states that the vehicle had an undisclosed accident. The truth is the vehicle history report that he provided us shows 'damage', not an accident. The 'Carfax' report clearly states below this that "Minor damage is usually cosmetic, including dents or scratches to the vehicle." With that said, we are under no obligation to *** ****** to disclose an accident, even if the vehicle was in an accident. We did in fact have the vehicle advertised on our website with a complimentary AutoCheck vehicle history report that *** ****** could have or should have viewed prior to purchase. The law is very clear in this matter and clearly states we are required to disclose salvage title status, lemon law, and frame damage or repair. There is no legal obligation to disclose minor damage, accident, or anything else that *** ****** alleges. 
  We serviced and inspected this vehicle prior to its' sale, and it had no known issues. It was sold with a valid and current PA state inspection and emission, which was performed in our shop. I can provide the BBB with documentation related to this, if needed. 
  
  *** ****** alludes to an 'oil issue'. The only issue that existed was a common failure of an oil filter housing on most Chrysler 3.6 engines. This issue was not present when we serviced the initially serviced the vehicle and this repair was performed free of charge to *** ******* The failure has absolutely nothing to do with oil consumption, but merely an oil leak. This problem occurred during the Covid Pandemic, and we could not locate parts through any Chrysler dealer. *** ****** located the part at a parts store, and we reimbursed him for it. We had no issues with the vehicle consuming oil, and it is fraudulent for *** ****** to relate a cracked oil filter housing to an oil consumption issue. 

  
  *** ****** provided us with a receipt for an aftermarket catalytic converter. We have seen several instances where these converters are faulty and do not perform as well as factory components. This aftermarket unit could be a direct result of the check engine issue *** ****** is having with his check engine light relating to this specific component. 
  I appreciate *** ******** feeling that he was given the 'run around'. The fact is that *** ****** purchased a vehicle, drove it for 32,000 miles, potentially did not properly maintain the vehicle, now expects Choice Auto to stand behind it. I asked *** ****** what he thought a fair purchase price was for us to buy the vehicle back and was given a figure of $8,000 on an as-is basis, and $9-$9,500 if repaired. I asked him if he was stating he would take $9,500 for the vehicle and he responded with values of a retail value of $16,853. 
  *** ****** purchased the vehicle in an as-is condition. He declined our offer of an extended service contract that would have covered most of the vehicle, and he declined to do so. He also signed several documents attesting to the fact that he was informed of his rights to purchase an extended service contract and chose not to. I offered to speak to *** ******** attorney after he repeatedly referenced an attorney. I am very familiar with the consumer protection laws in the Commonwealth of PA, and I know that no attorney would feel it proper to file a frivolous suit based on the facts of this case. If *** ****** would like to consider how he was treated as 'rude', I would like to counter that argument with the level of rudeness and condescension that he treated myself and the staff of Choice Auto 
  I do not wish to offer any resolution to *** ****** other than to shop around and try another dealer to sell or trade his vehicle to. The fact that the vehicle has been driven for over 30,000 miles speaks volumes to its road worthiness. In my professional opinion, this demonstrates the vehicle was a well running and performing automobile at the time of sale. The average auction value of this vehicle is still in the range of $12,000 to $13,000 in decent condition. I do not know or cannot speak about the condition of the Jeep as I have not seen it, but I would suggest *** ****** should shop around and look. for a better trade in value. Another option would be We Buy Any Car, or an outlet such as that. 
  Again, thank you for your time to review, and we look forward to a successful conclusion to this matter. 
  

  Sincerely, 
  Kirk E. R****** 
  Managing Partner 
  

  
  

  Customer Answer

  Date: 12/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased used vehicle in 2020 from listed dealership. Not a single problem until 3/22/2023. Engine started to tap. Car would not stay at a constant idle. Oil started pouring out from the side of the engine and smoke started to come out. I immediately called the dealership, and was told that my “lifetime power train warranty “, which is expressly stated in paperwork upon purchase, was still in effect. I paid to have the vehicle towed to their location 4/3/23. I paid for a rental car starting on 4/3/23, rental is not covered by the warranty. Dealer calls me on 4/4/23 stating that they scanned the vehicle and found more than 20 fault codes in the computer, and that they heard a timing chain tensioner sound upon starting the vehicle. The service manager/adviser stated that there was no problems found on their test drive, which was less than 1 mile. Mileage pictures were taken by me prior to dropping unit at shop. Service department states that they found a small oil leak and that they degreased the area to see where the leak was coming from. They state very minor leak. They also state that they did a dye test to see where the oil was coming from, but would not tell me where it was coming from. I asked twice with no resolve. They state that they can not fix the problems with the vehicle because too many codes are present. They would not let me leave without paying a $251.11 diagnostic fee. I drove the vehicle 29 miles to my home, all the while hearing tons of engine tapping noises. Upon inspection, there is no oil in the vehicle. Smoke is coming from under the hood. Dealer called me approximately 2 hours later and said they were issuing a warranty claim on my vehicle. I have printouts of the diagnostic scan in hand.

  Business Response

  Date: 04/06/2023

  *** ******
  
  I apologize for the issues with your vehicle, but would like to state that the vehicle was initially dropped off for an oil leak.  Our technician clean the area around the oil leak and found nothing glaring as to what could be considered a major leak.  The vehicle was cleaned and a dye additive was added to illuminate the source of the cause.  He did not a small rattle on start-up that he felt was a timing chain problem, a common issue with these vehicles.  
  
  The codes what were associated with this vehicle were varying and ranged from low voltage codes (a possible dead or weak battery), low fuel pressure, random misfires, and additional issues.  We noted that the oil was full when it came in and when it left here.  The customer did state that he topped the oil off prior to it coming in.  These vehicles also have known oil consumption issues that result from abnormal cylinder and ring wear. 
  
  We advised the customer to drive the vehicle and let us know when the check engine light came back on.  The would be the easiest way for us to start with a diagnosis of the issues starting to cause a malfunction indicator light.  
  
  We also will need all of the service records for the vehicle from the time of purchase from 3/5/2020 and 66,137 miles when purchased through the current odometer of 138,473.  This will ensure the warranty is still in effect and valid.  These will need to be submitted to the warranty company for their review.  We have not had this unit in for service since it was sold in 2020, so we have no records available from that point onward.  
  
  I truly apologize if the customer had a bad experience at Choice Auto.  We spent several hours looking the vehicle over and using a scan tool to decipher the issues present.  Unfortunately for use, we could not replicate and major problems while the vehicle was in our care.
  
  
  Sincerely,
  Kirk E. R******
  Choice Auto

  Customer Answer

  Date: 04/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****

  I will start at the top and work my way through the inaccuracies in the statement. 
  My initial phone call to the dealership to set up an appointment it was not just an oil leak that was discussed. It was also stated that the car was shaking upon coming to a stop at a red light. When the car arrived home and pulled into my garage it was pouring oil all over the side of the engine and my garage floor, and was smoking horribly. If you refer to the final paragraph in this statement, the dealership tan scans and could not replicate the problems reported. If there were no problems reported other than an oil leak, then what issue was trying to be replicated? 
  A noise associated with possible timing chain “slap”, if so common in these vehicles, then there must be a repair available to fix the pending issue. 
  I conducted my own voltage test on the ECU, BCM, and battery, with no abnormalities. Battery was replaced in May, 2022. 
  Stated within is also that these vehicles have a know common problem with oil consumption from ring wear, which is an internal engine mechanical part, included in warranty documents. There was no oil on the dipstick in the vehicle upon my return trip home. I did not check the level at the dealership, which seeing now, I should have. 
  Next statement says that I was advised to drive the vehicle and advise if the check engine light came back on. Number 1. That was never stated. Number 2. The check engine light was on when I started the vehicle at the dealership, mechanic did not erase saved codes. Making it impossible to get a new code to appear. 
  On 4/2/23, when the vehicle was dropped off at Choice, all service records were taken into the service manager. He stated that he didn’t need them at that time and he gave me a manilla envelope to put the record in. All records were left in the vehicle for the time it was in your possession. 
  While apologies are given 2 days after an unsatisfied customer, who was charged for a diagnostic fee and no repairs were completed, the only apology I receive is in a letter written in a response to a BBB complaint. A defensive retaliatory and untrue response is not how you retain customers. 
  In the last 3 years I have sent so many people in the direction of this dealership, knowing 2 that have purchased since my sale was completed. The sales staff was phenomenal, and could not have been an better experience. However there will not be another positive note in any way about how this business handles its affairs. In my business, my reach is far. Attitudes, lies, and deception is not how a proper business stays afloat, especially in the digital age. Your dealership has shown a lack of due respect, even not spending a fortune on my vehicle purchase, does not dictate an authority to deem any customer as not worth your time or energy.
  
  Sent from my iPhone
  
  On Apr 6, 2023, at 10:49* **** ******* **************************> wrote: