Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/20/2024

  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.

  On July 3, 2024 I purchased a vehicle from Discovery Auto sales. The vehicle that was sold to me was defective the vehicle no longer runs and the engine needs to be replaced, the emergency lights also dont work. Ive taken the vehicle in at least 5 times in the month and a half that Ive had it. The vehicle has been in the service center more than what Ive been able to use it. I gave a Down payment of $1,100 and am currently making near $400 payments every 2 weeks. I asked to be able to do a trade since the vehicle clearly doesnt work and they said no. They also want me to pay the tow truck fee and engine deductible so that they can continue to work on the vehicle. This is my only vehicle I am a single mom of 3 with a full time job and and Im a full time student. They refuse to get me a rental or work with me to get a form of transportation or even a payment deference. They have poor customer service and have no interest in reasoning with the customer. They are a company that has several complaints from many customers. Currently Im losing work hours because I dont have any transportation. The stress from this has also sent me to the Emergency Room. I currently want a full refund from them from the down payment to everything Ive paid, so that I can go get a good working vehicle elsewhere.

  Business Response

  Date: 08/21/2024

  Customer ***** purchased the vehicle on July 3, 2024. Prior to the most recent issue, she had brought the vehicle in twice: once for an intermittent check engine light and again for a transmission overheating warning light. Both issues were resolved at no cost to her. On August 17, 2024, her vehicle was towed to our service department due to a failure to start. After a thorough inspection, we determined that the vehicle's engine was no longer operational.
  The warranty provided to the customer covers 6 months or ***** miles, whichever comes first, and she had driven ***** miles at the time of this issue. Despite the customers posts on social media and defamation attempts, we have maintained ongoing communication with her throughout this process. The customer has been informed that the warranty will cover the repair, provided we receive the necessary maintenance records, as she had already driven nearly the full mileage limit in just a month and a half. We are currently awaiting the submission of these records to proceed with the repairs. 

  Customer Answer

  Date: 08/24/2024

  Complaint: 22166577
  
  I am rejecting this response because: I have already spoke to them and told them the oil changes needed on that vehicle were done at home. I dont have the money to pay extra amounts to take it to an oil and lube shop. I let them know that I dont have receipts as I dont keep them especially for oil changes. I am also not posting anything on social media. As I dont t have time for that. They are taking time to fix the vehicle which I need for work and for my kids appointments that they have with specialists. Im losing time and money waiting for them to fix it. They are not providing a rental and are not willing to agree on a trade in and are not doing anything to fix the vehicle in a timely manner. I have not even had the vehicle for 2 months and it doesnt work. The vehicle has been taken more than 2 times to the service center. And its stayed there more than once. In which they fixed what they stated was the same O2 sensor more than once. I asked for a trade in and if they are not willing on that they can give me my money back and Ill go elsewhere. Otherwise Ill have to hire a lawyer and go about this the legal way. Ive spoken to a few and they are more than willing to take the case. But I dont quite yet want to take that route. All Im asking is either they fix my car do a trade in or give me my money back. Im a very patient person but my kids specialist appointments and lost time and money is something I wont for any reason allow. Especially with a company so negligent when it comes to customer service. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 09/03/2024

  We know that many customers handle maintenance at home. As we mentioned before, if you can provide the receipts for the parts used in the oil change, well gladly submit them for approval. We understand how important the vehicle is to the customer, so if she cannot provide the documentation needed for warranty approval, were offering to cover all labor costs if she purchases the parts, as a courtesy.

  Customer Answer

  Date: 09/04/2024

  Complaint: 22166577
  
  I am rejecting this response because: no where in the contract does it state that it is mandatory I keep receipts or any proof of maintenance. I am not one to keep that. It is ridiculous that I have to pay near $4000 for a vehicle to be fixed that I have not had for even 2 months. If this vehicle were in good working conditions from the beginning this wouldnt be an issue. The company is just buying time so that the letter in which they are basically cornering me into surrendering the vehicle comes to term. In the letter I have the option to reject their proposal in which if I do they keep the vehicle and sell it off. But if I dont reject the proposal they still keep the vehicle and sell it off. That seems really unfair and fraudulent. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:07/31/2024

  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.

  On 6-17 ***** we went into discovery auto to purchase A ***** express 2014 we were told when we were looking at the vehicles by the sales representative because we had asked how much the down payment was she said $2500. We said we have $2000. She said thats fine $2000 you can take it the total price of the van was I am not sure if it is $19,995 thats one of the numbers they told me, but then we had after we had signed the contract and everything the sales rep came in said OK so now for four weeks youre going to have to pay $625 because the down payment is actually $4500. We were in shock. We really didnt say anything when we left the next day we started looking at the paperwork and it just says a whole bunch of different amounts we had literally for one week when it started to mess up oil was leaking a lot of oil you could just smell it and it was smoking . We took it back. They told us to take it to there shop so we took it 6-24-24 to the shop. The guy at the front desk from the shop told us three days come back for it. We went back. They said it wasnt ready. We actually got the van back 7-3 *****. We had the van for three more days the engine light came on again then it got repoed July 6, 2024 So it got repo because they were calling us to let us know that we needed to make a payment. I did let them know that we were going to make it on Friday because thats the day that we were going to get paid. They said no and we were at ********** and they picked it up, we did communicate with them to let them know that the payment was going to be made on Friday on that Friday, but they werent having it

  Business Response

  Date: 08/07/2024

  Customer purchased on 6/17/2024, before signing a contract, she was presented with an approval sheet that disclosed total down payment.  Customer agreed to put $2500 and 4 deferments of $625 and signed approval sheet.  The contract transaction was done via a video presentation with the customer's consent.  This presentation explained contract in detail plus all terms in conditions in which customer agreed and signed.  Customer did notify us about a leak the following day, in which she was sent to our service department so they could service the vehicle.  Due to the difficulty of determining where the leak was coming from, sales manager called customer to give her option to trade out but was unsuccessful and left a voicemail.  Once we determined where the leak was coming from and were able to receive parts, the vehicle was repair and returned to customer at no cost to her.  
  
  Regarding the repossession on her account, customer spoke with a representative of the *************** on 07/03 around 10:50 in the morning. In said conversation, an agent explained to her that payments cant be on default, but they could work with her if she made a partial payment the same day, and complete the remaining balance on Friday as she stated.
  A second option was presented to her on the same call, which was to park the vehicle at the dealership in case she wasn't able to complete the partial payment. Customer said that she was going to make the partial payment that day to avoid parking the vehicle. Unfortunately, that partial payment was never received.
  If she reads the Sales Contract carefully, she can find that she cant be on default and must make her payments on the due dates. The *************** tried to work with her  with a partial payment option to maintain her account active, yet she never communicated with the finance company after the options were presented to her.

  Customer Answer

  Date: 08/08/2024

  Complaint: 22070535
  
  I am rejecting this response because:
  
  Regards,
  
  ************************************

  I never received a phone call from the manager or anybody from discovery to let me know about a trade out. I didnt get a voicemail. Nothing I watched the video that they are saying after they charged nobody presented me with a sheet saying that I accept 2500 down because I did not have the 2500. The sales rep said 2000 down thats what we had and thats what we gave after signing, she was the one that came out and said OK now you have to make four payments of $625 because the van is actually 4500 down but I never received a phone call from them to do a trade out option alo they did not have another working van because thats what we needed 

• Initial Complaint

  Date:01/23/2024

  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.

  I bought a used car from Discovery Auto Sales on November 16, 2023. On the same day that I bought the car the check engine light came on. I called and emailed the salesman and he told me to call the service department. My boyfriend who works on cars hooked up his diagnostics machine to the car and it stated I needed a new transmission. I called the service department and they had me bring it in, I sat there all day just for them to tell me the transmission needed to be flushed, they didnt have that at the dealership so I had to wait another week or so. It finally came in and the car SEEMED to be fine. Then 3 weeks later the check engine light came on again. I went up to the dealership in person to speak with a manager and the manager basically said theres nothing she can do and to call the service department and perhaps speak with the general manager. I called the service department AGAIN and they had me bring it in and turns out I needed a whole new transmission. I had to once again drive a car that wasnt potentially safe for almost a week, they finally called me back and said the part came in, I was without a car for 2-3 days. I finally got the car back and now my car squeals and squeaks loudly and it didnt do that before, Ive literally had this car for 2.5 months and have had issues time after time. Every time something goes wrong and I call them to fix it I have to wait and drive the car then have to wait for it to be fixed and they dont seem to care at all. I understand its a used car but I havent had the car a full 6 months and Ive had issues.

  Business Response

  Date: 02/02/2024

  Customer ********************* bought vehicle on 11/16/2023 
  Her Transmission was replaced under warranty on 01/05/24 due to continued issues with shifting.  Customer only paid deductible of $199.  Customer never called or notified us that her vehicle was making a squeaking noise while she backed up.  General Manager contacted customer after receiving this notice and an appointment was set on Friday 01/16/2024 so he could drive the vehicle with her.  Customer came in and we determined it was her rear brakes that were causing the squeaking noise.  Customer was notified that we could not fix them that same day but we would set up an appointment on her next available day.  ************* decided to come in Wednesday 01/31/2024, at which she showed up and her rear brakes were replaced at no cost to her.  General Manager contacted ************* early 02/02/2024 to see how the vehicle was running after we had done this repair.  Customer said that her vehicle was *************, she was not hearing the noise anymore, and she was satisfied

• Initial Complaint

  Date:12/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased a vehicle in October 2023 it has been in there service department for longer than I've been able to drive it. Car started overheating the second day I had it so I took it to them for repair, they replaced the thermostat and sent me on my way after 3 days of having my car not giving me any way to get back home. ***** a $50 uber ride home I then take another $50 ride back to pick it up. The car ran well for about a week then same issue car starts overheating so again I take it back. They once again replaced the thermostat admitting that the previous one they replaced was faulty. Ok I guess that's a possibility but why didn't you check it then. So I pick my car back up after another three days for suprise about a week later it's overheating again. I am within my warranty so they will fix it but I felt as if they were just trying to patch it up until my warranty ran out in about ***** miles. ***** having the car for 3 days before it was even looked at discovered I blew a head gasket. Nobody reached put toe and I called to get an update was told they wo u ld contact me later in the day, I never heard from anyone. So I called the next morning and they didn't know any status of my vehicle was just told it was moved somewhere because they don't work on head gaskets. Well here I am almost 3 Weeks of them having my car and still have not recieved any type of call or notification or update on my vehicle. I have made every payment on time for a car I cannot even use.

  Business Response

  Date: 01/08/2024

  Customer bought on 10/30/2023
  On 11/04/2023 customer brought vehicle in because it was overheating, after our tech looked at it, he determined that the thermostat was faulty and needed to be replaced.  The vehicle was test driven and test were done to see if it overheated again.  The vehicle was given to customer and on 12/07/2023 customer returned with the same issue.  The vehicle was checked and our tech saw that the thermostat was faulty, so it was replaced and customer was given the vehicle back.  Customer did bring vehicle back again for the same overheating issue on 12/12/2023.  After several tests, we determined that the head gaskets were damaged and needed to be rectified.  Customer was advised that we would fix this at no cost to him but we needed the vehicle for at least 2 weeks, since we did not do that type of work at our shop.  We did have some complications with the Third party shop where the heads were sent too, so Management reached out to *******************  He was informed of the situation and also reminded about previous conversation had with him about ride share reimbursement.  ******** said he remembered and sent over receipts, which were credited to his ************** account.  On early 01/05/2024, the job was completed and test driven through the day and overnight. On Saturday 01/06/2024 the vehicle was given a final check and ****************** was able to pick it up that afternoon.  After Mr. picked up his plates, GM spoke to customer and let him know if he had any further issues he was welcome to email him directly.  

  Customer Answer

  Date: 01/08/2024

  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

  Date:11/02/2023

  Type:Product 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.

  I bought a **** focus 2017 and after 5 days of use the car started failing and having noise when i turn it on. I send it to fix with them and they haven't fix it. Also when I saw the car they said it was about ****** and after all it end up costing over ****** so they do not honor the price they show. I believe they do not verify the car prior selling it, I just want my car to work properly in order for me to use it to go to work. I spoke with the manager **** ******* and he did not helped me at all. Saying they will try to fix it but did not mentioned when. I am trying to have this problem solve in the best way prior I decide to make a small claim in court.

  Business Response

  Date: 11/25/2023

  **************************** brought in vehicle for an engine noise on 10/31/2023.  While vehicle was being diagnosed to get fix, customer came in to demand his money back, saying that he did not want to wait.  We explained that we were going to fix the vehicle and that he would not be charged anything but customer refused the help.  On 11/06/2023 we spoke to *************** to let him know we would be returning his money back minus a restocking fee in which he agreed.  Regarding the the price, when customer signed contract he was explained that there was interest and TT&L fees added to sale price.  

• Initial Complaint

  Date:09/21/2023

  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.

  Iv had my car for 3 months and its been missing the transmission mount since I got it when I told them my car was running weird two weeks after purchasing they tried to convince me I didnt know what I was talking about because they hooked up a machine that wasnt reading any codes but after the manager drove my car home he saw there indeed was a problem, im under a warranty and was told the part would be ordered and in, in less then two weeks its now TWO MONTHS LATER and I dont have a working vehicle the manager never answers his phone or return phone calls and now Im being told I have to make my payments regardless of me having a working vehicle but I havent been working (im a entrepreneur ) due to my car problems for the last month **** helped me find my car and I specifically told him I deliver and sell outfits for a living so I need a working vehicle they know what I do for work because I had to bring in proof of income so they know im self employed and if I dont have a car I dont make money ! Im currently on the phone with them now and have been for the last 30 minutes because of course they dont answer THEY ARE CON ARTISTS my down payment amount was ***** and **** basically forced me to put down ***** when that money could have went towards my first note why give us a warranty but dont fix anything

  Business Response

  Date: 10/06/2023

  Customer Purchased 07/08/2023
  
  
  On 07/19/2023 Customer called wanting some help with her vehicle. Said when she accelerates it does not want to pick up speed, an appointment was set. Customer no showed to first appointment, on her second appointment ************ diagnosed it and  and no issues was found. Her vehicle was accelerating normally and no check engine light was on to determine any issues.  Customer took vehicle and a few days later called wanting to speak to manager.  Customer came in and manager drove vehicle with her to see about new issue.  We had mechanic look at it and determined that a motor mount was broken.  Manager spoke to customer to let her know that we had previously replace it when an aftermarket part and that would need to order it from dealership this time.  Customer said that was fine and dealership was called to order part.  Dealership informed us that this part was on back order and did would possible arrive in late September.  Customer was informed that we would wait for part,  since replacing it with an after market part would only cause her to continue to have issues, customer agreed.  At no point was customer refused help, but we can not control how soon dealership gets parts in.  

• Initial Complaint

  Date:07/20/2023

  Type:Billing 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.

  I gave a ******* down payment with my first payment being due July 16 2023. I made a payment arrangement through autopay with my bank to be with drawn on July 19 2023. On July 18 2023 my truck got towed and the reason was the dealer never closed on the contract with the bank. The dealer is giving me the run around. First saying they need to do a new contract but they never have time. The point is Im without a truck and they have my down payment. For a truck supposedly was given to me without a contract being finished. I were they able to give me the truck and almost 2 months later take it away because there is no contract. And all of a sudden automatic payments were cancelled and there is no account under my name.

  Business Response

  Date: 08/01/2023

  ******************* purchased the 2015 Chevrolet Silverado on 06/03/2023  
  His contract stated that his first payment was on 07/16/2023,  which he failed to make, so his vehicle was reposssessed 07/19/2023.  ******************* was notified that his vehicle was repossesed due to none payment and in order to get vehicle back he would need to re apply due to first payment default.  ******************* said he would think about it and would let us know
  On 07/24/2023 he agreed to reapply and was approved with the same company.  He was made aware that he was signing a new contract, that he needed to make his payments on time and that all his down payment was transferred to new deal minus the repo fee.  ***************** agreed and signed new contract 
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  They sold me a bad car now Im stuck with a repo and the only way to get my car back is to pay almost **** when Ive had the vehicle less than a month

  Business Response

  Date: 07/14/2023

  ************** purchase vehicle on 05/10/2023
  
  
  She called on 06/07/2023 to make service appointment, stated that the front hub bearing was making a noise and that her front right bulb was out, appointment was set for 06/13/2023. 
  ************** received a call on 06/12/23 in regard to her past-due balance. She advised she had an appointment with the ****************** due to mechanical issues on the vehicle and she was not going to be making any payments until she got her car checked. The agent reminded her of the importance of attending the appointment as scheduled and she agreed to be there the following day at 9:30 am.
  Customer failed to show up for her appointment but called early 06/14/2023 to see if she could bring vehicle.  Our service department told her they could look at it and customer said she would come in later that morning. Even though issues with vehicle were not under warranty, customer was made aware that ********************** Auto would take care of them at no cost to her as courtesy but we needed her to show.  At no point during the conversation did our service department tell customer she didnt have to make payment, our service department is available to customers for repairs only and have nothing to do with the finance department. ************* was repossessed due to missing her payment 
  
  
  
  

  Customer Answer

  Date: 07/14/2023

  Complaint: 20211808
  
  I am rejecting this response because: the whole complaint has to do with you selling me a messed up vehicle to begin with, how am supposed to make money to pay the down payment if I give you guys the vehicle, you were untrustworthy to begin with so how would I know if I give the last of my money on the downpayment and turn the car in to you guys that nothing else would happen to the vehicle the whole point is you sold me a bad car put ********************************************************************************************************************** you guys sell bad cars point blank period and I wouldnt ever be put in this position if I got a good car to begin with! 
  
  Regards,
  
  ****************

• Initial Complaint

  Date:02/09/2023

  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.

  I was taking advantage of when I went to purchase a car alone. I purchased a 2018 ***** Civic EX with ****** miles on it.. I gave them a $4,000 down payment and I'm paying $600 a month. The car price Is ****** I am having problems with the car already and it's also falling apart.. I found out soon after purchasing the car, that it needs an alignment and all four tires are bald on the inner side of them.. I have called several times and there's always an excuse. In my opinion I have already paid for this car. The Bluetooth connection turns on and off, the compartment that holds the mirror up falls down all the time, there's constantly a notification of something going wrong with the maintenance of the car and I have to reset it so it's not on my dashboard often... These people took advantage of me, please help.

  Business Response

  Date: 02/17/2023

  Tell us why here..

  We Called the customer and told her we had received a ******************** complaint but we didn't see any notes in our system or anything from her stating she had issues with her vehicle. She said she had called us 2 weeks after she had purchased the vehicle to let us know about her mirror falling off but we never got back to her. I apologized to her and told her that we were calling to let her know we could assist her in addressing these issues. Customer said that her main issue was the price of the vehicle and the payment she had. She claims she is paying way too much for this vehicle and wants us to lower price. We explained her that is a signed contract and we can't change the price. We did however, go over the contract with her and explained the numbers in detailed, she was just confused on how the financing worked but was glad I cleared it up for her.  After explaining the contract, We were able to set up an appointment for her on the 27th of February to address the issues with her vehicle.

   

  **** *******

  General Manager

• Initial Complaint

  Date:07/29/2022

  Type:Sales and Advertising 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.

  I bought a car from discovery auto sales it never work since day 1 I already changed the motor ones and still not working had to purchase all new tires iam tired am always paying for mechanical repairs

  Business Response

  Date: 08/11/2022

  Tell us why here..Customer purchased vehicle on 03/11/2021
  
  
  Customer called in on 02/24/2022, said her vehicle had broke down in Louisiana and did not know what to do.  Manager asked her to send us the address to see how we could assist her in getting the vehicle to the dealership.  
  
  
  After several attempts, the finance company got a hold of customer on 03/01/2022 and told her that they would help her get the vehicle to the dealership but she would be responsible for storage and transport fees.  
  
  
  Vehicle arrived on 03/03/2022 and a diagnostic was done.  Mechanic determined that the engine was bad and needed to be replaced along with the water pump and exhaust manifolds.  Reason for it being bad was lack of maintenance, no oil change done.   The amount quoted to customer for repairs, parts and labor, was $7960.  The vehicle was sold with 84,870 miles and it arrived with 121,121 miles, so since the vehicle was out of warranty, the customer was given a discount to help her out.  The total amount net that customer had to pay was $3000, since a discount of $4960 was applied.  Customer was told she needed to come leave a deposit of $500 so we could start on repairs and customer agreed.  
  
  
  On 03/14/2022 customer was finally reached and asked if she was going to stop by and leave a deposit, she said she would need to call us back to let us know if she was going to keep the vehicle because she did not have the funds.  
  
  
  Customer came in on 04/08/2022 to leave a deposit so we could start repairs.  Repairs were completed and customer was adviced that her vehicle was ready.  Customer came in on 06/08/2022 to pick up the vehicle.  She did not have all the funds to pay so the finance company helped her with a loan of $1300 to complete them.   
  
  
  On 7/28/2022 customer called and said her engine had gone out again and wanted us to give her a refund.  Customer was made aware that we would need the vehicle here to see what was going on with it.  She stated that a mechanic said her car over heated because her engine was bad.  Claim that we never changed her engine and that we had just patched the problem.  Customer was made aware that the engine was indeed changed, and that we would look at it to see how we could assist her.  On 08/01/2022 the vehicle was towed to Discovery Auto and a diagnostic was done.  She was made aware that her radiator needed to be replace, this was the reason why her vehicle was overheating.  
  
  
  After talking to the customer in person, we offered her to either trade her out of her vehicle or wait until the radiator was replaced.  Customer agreed to wait for the radiator to get fixed to see if she wanted to keep her Durango or trade it in for something else.   
  
  
  On 08/09/2022 the repairs were completed and the vehicle has been road tested to make sure it would not over heat again.  She has been made aware that her vehicle has been repaired and being road tested and will be ready for delivery on 08/12/2022

   

  Thanks

  Discovery Auto Sales