ComplaintsforBuchanan Auto Park, Inc

• Initial Complaint

  07/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe my truck that I purchased last July is a lemon truck.Ive had nothing but issues and have taken it to there service station multiple times to the point there service advisor told me there was a reason why he got rid of vehicle which I saved her text. I'm still having issues with this lemon truck and now I'm having electrical issues.I just want out of my lease of this lemon truck.

  Business response

  07/07/2023

  We sold this 2017 ****** ******** preowned to the customer on 07/15/2022, almost a year ago. The last time our Service Department looked at the vehicle was 06/21/2023 repair order number ****** for a CEL, the diagnosis was needing a mass air flow sensor that was covered by the extended warranty purchased at time of sale with a $200.00 deductible which the customer declined the repair. We also looked at a customer concern with the fog lights and found them working as designed, we also looked at a customer concern of AC being inop. and found the AC blowing at 40 degrees which is working as designed, we also looked at a customer concern for a coolant smell, we found no leaks and didn’t detect any coolant smells at that time. The customer always has the option to trade this vehicle on another one, obviously we would have to evaluate the trade value and as always work with our customers. If I can be of further service please don’t hesitate to contact me. 

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2016 **** ***** from Buchanan Auto Park on April 11th, 2022. Within a month, the air filter had fallen off completely. The dealership repaired and replaced the filter no charge. However, over the summer, between the months of May and June, the car started to have serious issues. I would press the gas and the car would rev repeatedly but only accelerate slightly. In addition to that it made excessive noise that sounded like constant revving even when the gas was not being pressed. I took the car to over 5 mechanics, including a **** dealer, and none could pinpoint the issue. Finally, at a ***** ******** ****, they found multiple holes in the exhaust that they said must have been welded at the dealer in addition to more holes that were leaking. They welded what they could as I could not afford to replace the entire exhaust. This did not solve any of the issues the car was having. I then took the car to another **** dealer and after inspecting the car they replaced a motor mount, which briefly resolved the car noise for a few weeks. This weekend, on September 17th, 2022, the car broke down. As I was pressing the gas, the tachometer jumped into the red and the whole car felt like I was revving excessively even after I stopped pressing the gas and continued to rev even when I pressed the brake. I was able to get it to a safe location to restart the car and drive it home. I've only test driven it since and although the issue has not happened again, I'm sure it will. These are far too many major issues for a car that I've only had for 6 months.

  Business response

  09/23/2022

  *******,

  As our customer indicated we sold the car on 04/11/2022, the vehicle was only back to our Service Department 1 time towed to us on 04/29/2022 for a check engine light and battery light on stating vehicle stalled and would not start. We didn't experience any of the stated concerns, replaced the air box assembly parts we ordered and agreed to replace. We are not willing to buy the vehicle back but can look at the possibility of trading for something else. We would have to evaluate based on current mileage and condition to determine the trade value. If I can be of further assistance please don't hesitate to contact me. 

  Greg K**********,

  Operation Manager 

  Buchanan Auto Stores 

  Customer response

  09/23/2022

  [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.  
  

  However, before moving forward I need to know how this will affect the financing I have on the current vehicle. 

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

• Initial Complaint

  09/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Back in August 2022 Buchanan Auto contacted me with several offers to put me in a newer car and begged me to come in. Once at the dealership they approved me for only 1 vehicle a **** ******** that I had not even asked for I asked for a **** ******** the ******** had more miles than my current vehicle that they wanted me to take out a 76 month loan on with payments in the $600's when I'm only paying $203 a month on my current vehicle and they refused to tell me the interest rate or put it on the paperwork. They wasted my time and damaged my credit with their credit pull when they had no intention of putting together a deal that made good sense for the customer. They even had 3 different people come to talk to me about it telling me how good of a deal it was and not 1 of them would tell me the interest rate on the loan. This ridiculous deal was even after they wanted to give me $9,000 toward my trade in on the new vehicle $6,000 of that would of went to paying off my current car but $3,000 would of went to the down payment for the new loan and the payments and length of loan were still ridiculous. If I remember right the vehicle was $18,000 so with a $3,000 down payment plus another $1,000 in cash would of left my balance at about $14,000 why would I need 6 years and $600 payments to pay this off. Ridiculous interest rates that's why. I will never go back to Buchanan Auto Park they are common crooks who lie to get you in the dealership so they can pull your credit

  Business response

  09/13/2022

  The credit was ran and deal submitted to lender due to customers request with a completed credit application. The dealership doesn't set the interest rates, the lenders do based on credit score and history. We cannot reverse the credit pull of do anything about credit score based on this but will certainly honor the customers request by not contacting them in the future. If I can be of further assistance please don't hesitate to contact me.

  Sincerely,

  Greg K*********

  Operation Manager 

  Buchanan Auto Stores 

  Customer response

  09/14/2022

  [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

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 1st, 2022, my husband and I purchased two vehicles from Buchanans Park Auto. Buchanans made many promises that they did not follow through with. First, my husband purchased a used ***** truck. When we were at the dealership, they did not put on the correct wheels or tires, and the truck sensors do not properly work. Buchanan’s was aware of these issues and said they would be in contact with us in order to fix the problem. It’s 8-27-22, and they have not returned any calls or reached out to us to solve this issue. Second, I purchased a new Jeep Wrangler, and when we were negotiating a price, we were told, and the paper stated, that there was a “trade-in bonus.” Buchanan’s was going to pay off my vehicle and give me a $3,000 “trade-in bonus” because my trade-in qualified as it was a 2014 *** under 100,000 miles. When I signed the paperwork, I assumed that the price reflected what we had discussed, but later, when reviewing the papers, I realized that it was not. The final paperwork stated that they paid off the *** ($7,094.97), but they only gave me $1,225.03 towards purchasing my new ****, and not the $3,000 we discussed. I called Buchanan’s and tried to reach the manager, David, on several occasions. I was informed he would call me back each time, but there have been no callbacks to date.

  Business response

  08/30/2022

  We swapped the wheels and tires from the customer’s trade as per their request/negotiation in the purchase. We ordered the necessary parts to correct the TPMS light being on. Kevin M**** ( Service Lane Manager ) is contacting the customer today to schedule. I am having our accounting office send the customer a check in the amount of $1,881.47 to cover the difference of the trade in bonus, this amount includes the sales tax difference. If I can be of further assistance please don’t hesitate to contact me. 
  
  Sincerely,
  Greg K******

  Operation Manager

  Buchanan Auto Stores

  ************

  Customer response

  08/30/2022

  [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

  11/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Buchanan Auto Park refuses to release our car. We live in Washington DC and drove all the way to Waynesboro PA to get a truck. My son and I came in with a pre-approved loan from my bank on 2 November. We selected a used 2016 Jeep Cherokee. They initially did not want to honor the price because they wanted us to get financing through them. When they could not beat the APR I had through my bank they gave us the advertised price. We gave them a $10,000 down payment on a $16,000 truck. They told us to take the purchase order back to our bank in order to have the remainder of the loan released and they would have the truck ready by Friday November, 5th. We took all the necessary paperwork to the bank and secured the entire remaining amount. My bank emailed them the finalizing instructions in order to receive the money. Buchanan Auto Park dropped the ball entirely and did not provide the required information. Saturday, November 6th my hubby and son drove back up to pick up the vehicle as everything on our end was handled to include the $10k down payment being paid in full. They refused to release the vehicle to my son even though they had our money and a guarantee from the bank the vehicle would be paid in full as soon as the dealership fulfilled their obligation. So the manager, *********************** guaranteed us they would do their part and once they had the check from our bank they would deliver the vehicle to us no later than a week, which would have been the Thursday after Veteran's Day. It's now the 16th of November and we have no vehicle. They keep telling us they have no idea why the bank hasn't sent the money. I asked to speak to a GM or the owner because this is highly unsatisfactory and not how you treat a Veteran. **** said he didn't have the owners info and he would try to get a hold of the GM. We want our vehicle now.

  Business response

  11/17/2021

  We apologize for the confusion, the letter received from the credit union was not the actual approval the dealership could use to deliver the vehicle. *********************** spoke to the customer yesterday and has agreed to deliver the vehicle to the customers residence today after speaking to the credit union stating the check is being sent overnight to the dealership. If I can be of further assistance please don't hesitate to contact me.

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

  Operation Manger

  Buchanan Auto Stores

  Customer response

  11/17/2021

  **** ******* did reach out to us.  He expressed his deep regret for how this transaction was handled.  He has made arrangements for the vehicle to be delivered today and ensured we will be taken care of.  I really appreciate the quick action once he was notified and his efforts to rectify this situation.  I would like to close my case and offer my sincere thanks.
  
  Regards,
  
  *****************************
  
  

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