ComplaintsforDorman's Auto Center, Inc.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle January 30, 2023, without purchasing a warranty since the truck I purchased reciently passed inspection per Dormans, trusting I wouldnt get scammed and trusting the salesman would sell me a reliable car. From 1/30 to 2/10 (less than 2 weeks) I called the ********* location due to having multiple issues with the new vehicle I just purchased. I brought these issues to the dealers attention 3 times within 2 months, focusing on the fact the transmission is about to blow. Dormans made me feel like an inconvenience every time. The first time I brought my truck in had to do with a sensor that was broken. After a few days, the sensor kept coming on as an error so I brought the truck back. The second time I was hoping that the sensor would be fixed along with the slipping noise I kept hearing. The slipping noise was my main concern, as I kept telling the front associate that I strongly believe that the transmission is going. My personal mechanic wrote up a list of issues the truck was having and I brought that to Dormans, the third time. On the list included an issue with the transmission. Ignoring the fact that there was an issue with the transmission on Dormans end, I got the truck back and started driving it. Being 4 months pregnant, the transmission blew and I was dangerously stuck on the side of the road for hours. After bringing this to Dormans attention, they told me that they would split half the cost with me. For 4 business days, I was jerked around, never called back, I spoke to **** (the owner) today for the first ********* proceeded to talk over me with such disrespect & ignorance. I voiced my concerns & how I feel I should not have to pay at all since I got screwed in the first place in which they were well aware of from day one. This issue was brought to the shops attention multiple times, but they kept dismissing me. **** ended the conversation with him wishing me a great life & hung up on me. Disgusted is an understatement.

  Business response

  04/13/2023

  I am ******************************* the owner of Dormans Auto Center,***,  First off I would like to communicate I  have been in business for 33 years due to great customer service we give our customers and repeat customers of vehicles we sell.   We care about our customers and the vehicles we sell to them . ***************** purchased this vehicle on 1/31/23 with a 30 day warranty. At the time of purchase **** was offered an extended warranty for her vehicle and refused it.  It was explained in detail to her by her salesman at the time of the sale.  She refused any extended warranty purchase for this 2015 GMC ****** she has purchased. Please see the attached waiver ************ signed refusing this extended warranty. I have done everything I could for *********** meeting all ************** concerns regarding the vehicle.  We have even looked the vehicle again after her 30days in good faith.  
  I understand she took the vehicle to her mechanic had it checked out and then brought it to us to complete anything her mechanic listed in which we repaired.  She called us on Friday to advise us that her transmission had let go.  We have not seen this vehicle this is what she called to tell us.  She asked us for a quote and we told her that we would pay for half of the work in good faith and to help her out.  She was thankful when we told her this knowing she doesnt have a warranty.  ************ called us back on Monday and when I spoke to her she was very irate and said that we should pay for the whole repair.
  Again, This vehicle is out of warranty and we will be willing to pay for half and work with her.
  
  *************************************
  Owner
  Dormans Auto Center, ***

  Customer response

  04/24/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I feel as though Dormans should be responsible 100% of the cost since I did bring this issue multiple times to the companys attention within the initial 30 day warranty period. The truck is currently in the process of being repaired. I lost my trust in Dormans; therefore, I prefer my own mechanic do all of the work.
  
  I will provide invoices upon completion.
  
  Thank you,
  ******************; 

  Business response

  04/26/2023

  I ************************** owner of Dorman's Auto Center, Inc. have agreed on paying for half of the repairs at this time to help the customer since she declined to purchase the extended warranty that would of protected her in a case such as this.  I have previously submitted the signed documents to you for your review.  I again am willing to pay for half of the repairs as I mentioned previously to help the customer out and meet her half way. 

  ******************************************;

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