Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a used car from tilley motors in end of April this year. It has 155,000 and is a suburu outback, so should in theory still have a lot of life left. I know it's a risk to buy a used car so I purchased an additional 3 year warranty they assured me covered all the big stuff. 5 minutes after leaving the dealer the air went out. I emailed them and they fixed it at his supposed mechanics place he owns even though now he claims they don't have an in house mechanic. 3 weeks ago after having the car for only 6 months it starts stalling between stop and 1st. I take it to M&W mechanics. They say the wheel bearings and control arm are so rusted they have to cut them off. The warranty covers **** and I have to pay *****! Out of pocket. I pick it up. It's still doing the same thing 10 min later. I take it back and he says he's sorry he didn't see it but the transmission is shot too. Someone put extra thick fluid into it to cover up the fact that it was going to sell it. Now the warranty they sold me (cars plus) was supposed to cover the whole transmission issues. It coveted less than half, so now six months after buying this car I am out a total of $***** The fact they lied about what the coverage on the warranty was, and tried to cover up the transmission is appaling considering I told him I was buying the car because the transmission just went on my last one. The warranty isn't worth the paper it's printed on

  Business response

  11/06/2023

  Good afternoon.

  I am responding to a reported issue with a Subaru Outback purchased from us. Complaint # **********

  We infact did repair the air conditioning for the customer at no charge.

  We do not and never stated that we have an internal repair shop and informed the cutomer as such.

  We represent our vehicles to the absolute best of our knowlege and provide a free Carfax report on all vehicles sold here.

  As far as the extended service contracts we offer at an additional cost, have a good record of paying on claims submitted.

  The problem is they are capped at a labor rate of $***** per hour and that unfortunatly does not cover todays inflated labor rates.

  Wheel bearings and control arms are wear items and do reqire to be replaced with age and mileage.

  Subaru products are equipped with CVT transmissions which if they are not properly maintained will possibly fail with age and mileage.

  We personally do not add any additive to our cars transmissions but have now way of knowing if it has been done prior to our purchase of the vehicle.

  We will reach out to the service contract provider and see if any additional coverage can be provided.

  Thank you,

  Stan *******

  Tilley Motor Company

   

   

   

   

  Business response

  11/07/2023

  We are in no way saying the current owner neglected her Subaru. 

  We are simply stating that we have no way of knowing it's previous service history other that what is provided by Carfax.

   

   

  Customer response

  11/07/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  It doesn't mean anything. You're just going to keep doing the same shady things to other people.  Guess that's the definition of used car salesman.  I'm done with the conversation. I'll write about my awful experience on every single advertising and media platform you have though and hopefully Sav someone else from making a costly mistake
  
  Michelle *******

*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. ↩