ComplaintsforAuto Depot of Madison, Inc.

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  3/1 They will have folks cars sent for a repo but when its time to take care of the issue Everytime you call no one is available then when you come in the office they are gossiping instead of handling folks paperwork You constantly call and they always lie and say the person is not there

  Business response

  03/06/2024

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced, Unfortunately we we need more information on what the issue is, we will need customers first and last name so we can respond accordingly, After we searched on our end we couldn't associate the name of the customer on this complaint with any of our Accounts !  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid **** down for a car, that had a rebuilt title on it. They never explained that to me. Made it seem like not a big deal. They over charge for evening my car payment was 600 a month! I have cancer, I missed a payment, called then and told them I had but promised to pay either on or before the next due date. They said fine, then when I called to make a partial payment they said it wasn't enough! The repo man came for my car, practically put his hands on me and screamed to me that I should pay my bills, I told him I have cancer and called a payment plan in with them. Now I can't make it to treatment and they would have gotten their payment in the next 2-3 days.

  Business response

  10/02/2023

  On Complaint ID of ******** Auto Depot regrets that customer has had misfortune in the repossession of the vehicle. Also we regret that customer is dealing with medical issues. We constantly train our salespeople on proper disclosure on all paperwork. Then our paperwork is explained to customer who signs documents in agreement. After reviewing this account we find that the customer's paperwork was handled by a long term and seasoned employee. We believe total disclosure was properly handled as we strive to do on every sale. The mentioned vehicle was repossessed due to being past due plus  insurance was expired which increases our liability. If customer wants to redeem vehicle the final cutoff date on that is October 5, 2023. Our suggestion is for customer to contact collection supervisor immediately if that is workable. We allow customers to redeem their vehicles if arrearage is caught up along with recovery and late fees plus active full coverage insurance. If this does not financially work for this customer then we have another option. After awhile, if customer can show proof of a better financial profile we would consider financing another vehicle later on. 

  As far as rebuilt titles, all of our vehicles are sold with rebuilt titles and disclosed in that manner. And the ****************** approves these vehicles before issuing title to us. And we also offer a limited warranty on all our vehicles. Thank you, Auto Depot of Madison

   

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put $2800 down for a 2016 Nissan Altima on 3/9/2022. Every month since then I have paid $480 a month for the vehicle, as well as, $255 a month for insurance. On 9/23/2022 I was in a wreck at no fault to my own. The car was towed to ****** ******* and was there for almost a week.****** was going to get the car and do insurance things with it. However, was told the lean holder (AutoDepot) came and got the car yesterday (9/27/2022). I have called multiple times, my lawyer (**** *******) has also called. It is now 10/05/2022 and no one from AutoDepot has called to let anyone know where the vehicle is. Can you please help? You can not file an auto claim with no automobile. I know they are the lean holder, however I am paid up until 10/14/2022. Are they legally allowed to just take their car back and hide it??? Thank you for your time even reading this!

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/06) */ After researching facts on this matter, we have found out that customer vehicle was towed to a wrecker service where it's costly when they add their tow fee plus daily storage that accumulates quickly. We could not get the insurance company to reply back to us, so as security holder and lienholder on vehicle, we paid the wrecker service over $600 to get vehicle out to keep bill from escalating even more. Now we understand that our insurance clerk *****, has spoken to customer who has provided her a good claim number. And it is also our understanding that the claim is in process and will be handled by *****. Unfortunately, insurance companies never move fast and so we understand the customer's position. We acted in due diligence as a lienholder to protect the financial interest of both parties. And we also understand that the customer and our insurance department are in the loop and waiting for the claim to be resolved by *****. If there is any more concern, customer may call our insurance rep ***** at ************. We believe that everyone involved also has the claim number and phone number of the ***** agent. We hope this reply helps.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2013 *************** from ****** at the *********** location . He told me it was never wrecked but it had a rebuilt title and showed me a free ****** report showing no accidents, he implied that normally when cars come in like this they have nothing wrong with them and probably were just repoed or stolen. As I started driving from day to day I noticed a vibration from the steering wheel, some loud clanking from the engine at start, proximity sensors going bad due to front end collision. ****** sent me to their in-house shop and the main mechanic informed me that the vehicle was there for repairs but somehow ended up on the sale lot before they could install the strut they ordered for it. (The car that was never wrecked). The steering kept vibrating even after they "repaired it". I contacted ****** and he told me it was a used car and my expectations were to high, he recommended I paid to get the wheels balanced. I began digging deeper, I pulled a ****** report to find not only one accident but three. The car hit a wall in it most recent accident which was the one they "repaired " I also noticed that the front right fender didn't match the rest of the vehicle. I returned to ****** to ask why he omitted the truth and he told me that I should've said Something before the seven day warranty. I have reached out to the main office and got no answer. So I drove out to ******* and asked for a manager. They told me He wasn't in and probably would be back in an hour. I decided to wait, as I waited I walked around the parking lot to find that all the cars on the lot were in to some sort of accident and had been patched up. Some way worse than my vehicle. I talked to the manager and he said he would get back with me. It's been 2 months and I've heard nothing.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/08/01) */ Auto Depot is sorry to hear about customer dissatisfaction. After researching with salesperson, it appears customer has his statements that are different from salesperson's. 99 percent of our vehicles are rebuilt titles. Customer was advised of this and we have signed documentation covering this. Salesperson advised he never gave customer a ****** report(there is a cost to get one). Salesperson did show customer pictures of vehicle before we sold it and only showed minor damage. All our vehicles are sold "as is". That vehicle had a 6 month powertrain warranty on it which has now expired. It only coverered the motor and transmission. Salesperson advised that customer car was driving fine and he was happy at time of delivery. Salesperson advised that customer wanted Auto Depot to paint entire car because of paint discolorization but that is not covered under the now expired powertrain warranty. Auto Depot would be happy to get a no charge estimate on painting the entire car if customer chooses. If a manager advised customer that he would get back with him and didn't, Auto Depot apologizes for that. We acknowledge that this customer has his opinions and saleperson has his also. Again Auto Depot is sorry to hear about this and we hope that customer will understand that. We at Auto Depot try to explain all the information we can on the sale of a vehicle. We do have paperwork that documents our warranty and rebuilt information. Consumer Response /* (3000, 7, 2022/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The whole statement is false. I would not lie about the free ****** report I was shown. I have several recordings and records of the conversations that me and the salesman (******) had that prove that this is not just my opinion. I asked ****** why he didn't show me the picture of the vehicle with the minor damage and he said he didn't have the picture and they kept the damage pic with management at the Madison store. ****** did acknowledge that he sold me the vehicle only showing me the repaired version of the vehicle at the point of sale. He told me that I had to pay retail because there was no damage. I was not happy when I purchased the vehicle. The strut was replaced because I complained about the vibration of steering and the car still does not drive properly. I asked them to look closer and ****** said my expectations were too high. If the manager contacted me I would show him the rest of the recordings. No one has called me.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased vehicle in august and a gasket has busted along with a bad thermostat so now I'm without a vehicle with no help. This should not be happening I do routine checks on my car always. But this is unacceptable and not fair to me.

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/11) */ Sorry to hear about service issue.We offer warranties on most our vehicles. This car sold 08/2021 with 93612 miles on it. Customer has 6 months or 6000 mile warranty on 2 items, motor and transmission, internal parts on each. My advise to customer is to call our shop at ************ to tell them what is going on. She needs to be able to tell them the current mileage and then they will decide if her issue is covered. If not they will give a free estimate. If she needs additional information, she can call the salesperson ********* at ************.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  06/14/2021. I purchased a vehicle from this car lot. Which is a buy here pay here. This car was purchased because the previous car I had from them was faulty and I told the company if they didn't give me my money back or put me in a new vehicle we would have a very big issue. So this place only gave me $1500 towards the new vehicle and I had to put an additional $4500 towards that. Mind you the previous vehicle I paid over $10K in alittle less than a year. The issue stands that this is the 2nd time they have repossessed my vehicle wrongfully while having a car. They are very unclear with charges I've been charged. And also try to offer their customers "insurance" on their end. But in reality it's not insurance because these cars a "rebuilt or salvage" title. On 12/01/2021 my car was repossessed and no notification was made. After I just previously made a payment three days prior and no other information was given or needed at that time. So with that being said this company is completely unprofessional and they do not handle their customers in a proper manner.

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/12/06) */ Customer seems to be confused with her numbers but our collection department would gladly set an appointment for customer to come in and discuss. We are sorry for the customer's situation. Customer does have a history of late payments since 05/05/2020 to present. And also a history of cancelled auto insurance policies. We have many insurance companies ie, **********, *****,etc that insure our rebuilt title vehicles. Customer is aware of our rebuilt title vehicles by signing the documents as agreed. When a vehicle is repossessed, we are not responsible for telling a customer. This is covered in the contract and other documents that are signed at time of purchase. We have all records at our attempts to contact customer. If customer brings account current and works out a satisfactory paying arrangement with our collection department, then hopefully customer can redeem the vehicle in question. We, as a business appreciate our customers, however, payments have to be current as well as insurance. We also appreciate the BBB as an avenue to assist the general public and businesses. Thank you.

*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. ↩