Complaints

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• Initial Complaint

  Date:02/02/2023

  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.

  A 2010 Chevy Traverse was purchased pending inspection, emissions, oil change and alignment for a price of 4650.00 price prior to tax and other fees. Stickers placed on window for inspection and emissions but no paper work given to me from inspection station. Vehicle supposedly taken to outside station. Vehicle still shaking at 45 mph. Oil supposedly changed but my engine just blew up. The receipt given to me for the promised work was typed on a random piece of paper. Every time I called I got a run around. Now they will not respond at all.

  Business Response

  Date: 02/24/2023

  So first off The car was taken to NTB and aligned properly and the oil was changed at that point. You are free to call NTB and ask what their procedure is when they align a vehicle. I can tell you that I know they would never align it and actually couldn't align it if something is broken or bent. So with that being said nothing in the suspension needed replacement and nothing was recommended for repair or replacement and that's actually rare for them because they are in the business to make repairs if they find something. The vehicle was looked at by 3 different people in regards to her complaints. Nothing was recommended either place. We drove that car on several occasions. Actually I personally drove it to see what the issue was. I only noticed a slight vibration that could of been an
   unbalanced tire. Again it was looked at and nothing was recommended. I m not a mechanic and we send ALL of our inspection, tires, alignment work and exhaust work out to NTB, DISCOUNT TIRE, MIDAS  AND SO FORTH. I have a guy in my shop that changes fluids, rotates tires, cleans cars and can do SOME small mechanic work. When that vehicle left it was running driving, serviced as requested and I believe we had a new inspection done on it. We went over and above and gave her a loaner for a while when her car was in. Actually she wanted to know if she could trade for the loaner Jeep Grand Cherokee but it was thousands more than the traverse and we couldn't do it. As far as the oil change situation I wanted to know how many miles were on the vehicle from the time it was purchased and I was never given an answer. Oil needs to be checked
   regularly as we all know. There's no way I can check her oil for her in the 8 months she had it. That's a basic maintenance item that can't possibly be thrown in our lap that's the basic maintenance isn't being done. I have 100% proof that the oil was changed whenever we took the car to NTB. I believe I still have the original receipt which will be attached. But again I'd like to know what the mileage difference is between the time that we did it and the time when the car checked out. We do offer warranties at the poster price of our vehicles. Most people choose to negotiate the price instead of just taking the warranty which was the case here. In my opinion that's the wrong way to go. We are dealing with used cars here and anything can happen.  We had no idea there was a motor issue with the vehicle until they called asking for money for repairs. At this point I'm not sure what I can do for you other than offer to have one of our mechanics see  what it needs for repairs. I couldn't get a straight answer about where the car was or what the mileage on the vehicle was since it was purchased. We find out later that the family had sold the vehicle to a salvage yard called Brown's Auto salvage. When we contact the Browns Auto salvage about the vehicle they did confirm they purchased the vehicle from the customer. The car had been sold to the salvage company before they even contacted us about any repair. We were never given a picture of the vehicle to see if there was any damage or given an opportunity to check what their issue they were claiming was with the motor. To this day we still have no idea what miles were put on the vehicle. I don't see how we can be her responsible for a customer failing to do basic maintenance like check the oil or shut the car off if they're hearing a noise. Besides that there would be warning lights if there were problems with the motor. To my knowledge there were no warning lights on and that vehicle and again we will never give it an opportunity to take a look at it. I'm not sure what else we could have done for these people. And again as I said before we provide warranties with our vehicles at the post and price. Let's also remember that the customer negotiated the price of lieu of any warranty. Beyond that we provided services that we were not required to provide to include a loaner vehicle.