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:10/02/2024

  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 purchased a used *** X7 from Certified Autoplex. We were told by the sales representative ** that the car was in excellent shape with no damage and no accidents, in his words a clean car. When we received the car there was noticeable front end damage and the check engine light came on. We took the car into the dealer and they stated it needed to go to a body shop. At the body shop I was quoted $3,000 to repair the bumper and that wasnt including the repainting of the bumper which had drip marks and masking tape still on it from the quick paint job that was done. I am fine buying a car as is, but it is the dealers misrepresentation and not disclosing the damage. Even worse they tried to cover it up, which means it was not something that was unnoticed.

  Business Response

  Date: 10/03/2024

  The vehicle was in excellent condition when it left via transport to their destination. We have no control of the vehicle once it leaves our store. Although We provide very clear video and over 150 photos for customers to see; we strongly advise customers to do pre-purchase inspections before delivery! Transport damages are common and this complaint sounds like transport damage. We have attached photos of the vehicle condition when it left the store. It had no paint damage and there was no check engine light on. This customer not once had contact us with any of these issues, and this is the first we are hearing about this since purchased one month ago. 

  Customer Answer

  Date: 10/05/2024

  I am rejecting this response because:   In the first picture, which was a picture posted by the dealer you can see a small faint black line at the bottom of the grill.  In this picture it is still hard to tell, but there is a faint black line that I circled in the photo.  In the following 2 pictures that I took, you can clearly see a crack both on the bottom and the top of the grill.  The third picture shows the bad paint job that was done to cover up the damage and the fourth picture shows paint on a plastic portion where they neglected to mask off that portion.  I also found masking tape on the underside of the bumper. 

  The damage from the exterior does not look terrible at first glance, which is why we didn't notice anything other than the crack in the grill until the check engine light came on.  There was found to be interior damage to the vents that open and close in the grill, this prevents the engine from receiving the air it needs to run properly.  Again, not terribly concerned, I took it in to see what the problem was.  Much to my surprise I was handed an estimate for $3,000 to replace the exterior grill and the internal vents.  This did not include repainting the bumper, which the shop noticed was painted very poorly.  If this was the shipping company, I will place blame with them, however, I believe the photos show that the damage was there prior to the transportation.

  Business Response

  Date: 10/05/2024

  Unfortunately we do not see any damage to this car when the vehicle was here nor we see any damage on the photo's. This car was parked in our showroom and we must have walked by it a thousand times. This system will not allow us to upload the video that was send to you before transport. But we watched it very carefully and yet, do not see any damages. Our service department opens on Monday, and we will check their inspection report and see if there is anything they can do to help in this unfortunate situation. 

• Initial Complaint

  Date:05/22/2024

  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 purchased a 2018 **** Expedition from Certified Autoplex on 12/18/23 and were told they put their vehicles through a 115-point inspection before it is sold. However, it's been nothing but problems! it started off with squealing brakes & a very loud fan. I contacted our sales guy a few weeks later and told him about the issues we've had, he had us take it back up there to have his mechanics look into it. Sat at the dealership while they "looked" at it and supposedly fixed it. THEY FIXED NOTHING!! All they did was put a "bandaid" on the issues: filled up the coolant telling me it was empty and that they replaced the rotors. However, the squealing sound started up again as did the loud fan noise. This time I took it to a mechanic who told me the hoses were leaking, the timing valves, solenoids, and camshafts all need replacing! I'm looking at over $6500 worth of repairs!!! Why was this not discovered during their 115-point check before selling the car? Why wasn't it discovered when I took it back up there. $6500 worth of repairs on top of the $32k I paid for the car!!

  Business Response

  Date: 05/23/2024

  Dear Customer,

  We do our best to pin point any issues and resolve them before selling to our customers. Based on our findings there were no issues at the time of sale. We do strongly suggest our customers to do a through inspection by 3rd parties or friends before committing to purchase any vehicle. We also strongly suggest purchasing a service contract for any issues that *** arise in the future that you declined. Vehicle you purchased was more than 5 years old with almost 100K miles, I have attached all the paperwork that was presented to you with your signature for your review.

  Customer Answer

  Date: 05/23/2024

  I am rejecting this response because:   
  We signed the paperwork because we believed the sales rep when he told us the vehicle went through a 115-point inspection. During the test drive, my husband noticed the loud fan noise and asked about it. The Sales rep explained it was due to it being an ecoboost vehicle and told us all of the vehicles at Certified Autoplex went through the 115-point inspection to fix any issues. We believed him and took him at his word. 
  
  That was all (in our eyes) a lie. The vehicle did not go through any kind of inspection. If it had the bad brakes, rotors, timing kit, solenoids, and leaking heater hoses would've been caught and I'd hoped repaired. There is no way you can tell me 5 months' worth of driving caused all of that wear and tear! If the brakes and rotors had been repaired/replaced during the "115-point" inspection they would still be in good condition today! 

  Business Response

  Date: 05/23/2024

  Please refer to the previously attached paperwork you signed.

  Customer Answer

  Date: 05/28/2024

  I am rejecting this response because:   Yes, we signed the paperwork. We signed it because we thought we could trust AJ. When we asked about the loud noise during the test drive, he told us it was due to the vehicle being EcoBoost and assured us Certified Autoplex runs their vehicles through a 115-point check before selling it. We thought we could trust he was telling us the truth.
  
  Our original complaint was wiper blades, brakes, AND the check engine light being on. We took it back to Certified Autoplex and ** told us they had replaced the wiper blades, brakes, rotors, and filled the coolant because it was low. However, the brakes and rotors were NOT replaced because that's part of the work it needs now! AND no... there is no way I need new brakes due to wear and tear after a month (if they were really replaced). Also, they filled up the coolant; but didn't notice the hoses were leaking? When we had the hoses replaced the mechanic sent me a picture of the green fluid all over the hoses! How did your mechanics miss that?!?! 
  
  The work it needs (timing kit replaced, brakes, rotors, alignment, & valve gaskets) could not have been caused by driving it 500 miles in 5 months! This was all existing issues YOUR mechanics should have caught and repaired during the so-called "115-point check". 
  
  You are a dishonest dealership and should be ashamed of yourself! 

• Initial Complaint

  Date:01/22/2024

  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.

  If I had a zero stars choice I would put it here. I bought a 2012 ******* for *****. It only lasted 1 day. It overheated the 2 day. I understand it was a used car, but it had no coolant and and once I took it to the mechanic it had a leak somewhere. The engine needs to be replaced. I truly believe they sold it knowing of the current issue. This is not best practice for a business to take advantage of the buyer this way.

  Business Response

  Date: 01/22/2024

  We don't have you in our system, please provide VIN number. We strongly believe you have a wrong dealership!

• Initial Complaint

  Date:11/01/2023

  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 am a ************* 20 year veteran who just retired and wanted to gift myself a car. I bought a car thru Car Gurus/ Certified AutoPlex and was lied too regarding the condition and that the car had not been in an accident. I told the salesman that I seen that the car was involved in an accident and they told me no it wasnt and the car was in great condition. I was told to check their website which showed no accident. Fast forward 2 weeks I purchased the car and it was shipped to me. The delivery guy made sure to give me his inspection paperwork showing that he marked down all the scratches before he loaded it up. When the car arrived it had over 100 scratches and a few dents. All 4 rims had cracks and were welded together. Rims also had chips and plastidip was peeling off the rims. Back seat belts do not work, the sunshade does not open, paint job has flaws in it where it was a cover up meaning the scratches was not sanded down it was a rush job. Brakes are very sensitive. Driver side seat belt panel is loose/off, driver side back door does not close flush. Scratches on chrome siding, upholstery was dirty, car smelled like smoke, scratches on interior no car mats, 1 key, and the list goes on and on. I contacted them an hour after I received the car and told them the issues. I was then told the manager left sick and would be back Monday. It has been 3 weeks that Ive tried to have these issues taken care of and I continue to get the run around. I talked to one of the managers, he apologized said the car should not have been sold to me like that. I was told by the dealership that they will give me $250 and a deal on oil changes if I agree to not speak negatively or post any bad reviews. This is unacceptable and needs to be fixed immediately. I tried to be patient and work with them but its not working. I was blatantly lied too. I have all the text/ pictures and communication thru out this whole process for proof. This was the worst car buying experience Ive had.

  Business Response

  Date: 11/15/2023

  You had several conversations with your sales rep and she went through the vehicle with you over the phone, vehicle had no issues when left our facility and we cant be responsible for any transport issues along the way. Money that was offered to you was solely as goodwill to show we care for our customers. We do recommend 3rd party inspection on all out of state sales to prevent such complaints which you refused. Vehicle was sold AS-IS and your signature on the contract is attached.

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because: You are not taking ownership to these issues. I have over 2 months worth of documented text and conversations that I am more than happy to share with you and whoever else. I was outright lied to and misled about the vehicles condition and it being involved in an accident. I had several conversations with *** and I told her my concerns and she assured me that the vehicle is in immaculate condition and that it had not been involved in an accident so I took her word. It wasnt until the vehicle arrived in horrible condition is when I typed the *** in and CarGurus was right. The accident happened in Brooklyn ** on 7-15-2022 with ***** miles on the odometer. You are a dealership and you couldnt find this which means you falsified documents and committed fraud. When the vehicle arrived I contacted you the same day about my issues, their is no way the delivery driver by the way did his own inspection before loading the vehicle on his truck, did as much damaged from the inside/outside to seatbelts not working to sunroom not working to cracked and scraped rims etc. I was told by *** all the dealership will do is give me $250 and not make a bad review. I then spoke with another salesperson ******************* later and his exact words Man I apologize for everything youre dealing with, that vehicle should have never gone out like that You were suppose to be my customer but I was out so I apologize again for that young lady(***) selling you that. I saw that you were a brother(Black guy) so I want to help you out So the dealership did not check everything no attention to detail if other salesman would say this. Also if I was another race you wouldnt help me? Which he didnt do anything but give me the runaround. **** told me he has people out in ******** who can help me out but nothing ever happened. I was told the ** would contact me soon and that took a month. ** offered me $1200 and some floor mats for all the damages to the vehicle and to take down the bad reviews. If you wanted to take care of your customer or feel like I am lying you wouldnt have offered me anything.$1200 doesnt even cover half the issues. I also ask the ** to take the vehicle back and fix everything thats wrong. His response was that I would have to come out of my pocket to pay for shipping and that they can spot paint the vehicle and to press the issue with *** so they can fix everything else. Also that they lost 2K with this vehicle, my reply is I paid 55K expecting a new vehicle. Why do I have to pay out of pocket expenses for a vehicle I purchased that shouldnt have came with any issues. With it being involved in a accident it shouldve been at least 5K lower than the price I paid. I dont recall being offered a 3rd party inspection and since I am in ******** I couldnt see the vehicle in person so I signed the document trusting your business. All that should be non invoid due to the fraud and misleading from your business. I will continue to post and spread the word and seek action against your company until I get a resolution. I have all the proof so please do not reply with any lies.

  Business Response

  Date: 11/21/2023

  These scratches you have pictured did not exist when vehicle left our place of business. We made it clear that any damage needs to be directed to the transporter upon delivery. I have added the As-Is form as well as transport and customer acknowledgement forms that we discussed with you before your purchase and you signed.

  Customer Answer

  Date: 11/21/2023

  I am rejecting this response because:  Where are the pictures showing me these scratches did not exist. The inspection that you had on the vehicle. The original car fax. How is it you didnt know this car was in an accident. Damage is still visible on the car from the accident. You are telling me about forms that I would not have signed or a car that I would not have purchased if I knew the car was involved in an accident. Your company and salesperson lied to me after I told her it was involved in an accident. All she said was no they got in wrong and sent me an altered carfax. I have the original Carfax . You lied to me and bamboozled me and charged me for a damaged car. You talk about the scratches not being there, but the damages from the accident involved body damage to vehicle, driver side passenger door is off and doesnt close flush. All four wheels welded together, rear seatbelts do not work, and spots in the paint job where they did not finish the work. These are complaints that I have voiced several times. Once again if the salesman would have not lied to me about the accident the vehicle would have never been purchased and paperwork wouldve been voided.

• Initial Complaint

  Date:08/09/2023

  Type:Product 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.

  0n August 3, 2023, (Thursday) Dealership requested credit card information to charge $500.00 hold to make sure a car I was interested in would be available on Friday. Sales person assured me that charge would be reversed Friday if I did not purchase the car. I did not purchase on Friday and was later informed charge was never made. I confirmed following Monday that charge was made - one day after inspection. I immediately called and salesperson said the charge was non refundable, but later recanted and said it would be refunded. Still no refund.

• Initial Complaint

  Date:04/12/2023

  Type:Delivery 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 found a car the referenced auto company had on cars.com website. I then went to Certified Autoplex's own website. Applied online for the purchase of the car and was immediately approved on Sunday, April 2. On Monday I received a call from ************* who told me if I wanted to trade for the car I had I would go to the nearest carmax and have it appraised. So Monday afternoon I text ************ told him I made an appointment for the next morning Tuesday the 4th. He said good. So Tuesday morning I had ** vehicle appraised and text the appraisal to him. He said good, I get with in a little while very busy today with customers. I waited until late afternoon called him and he said "I think my wholesale manager sold the car" I said what? I was approved to buy or trade? They pulled two credit reports of lenders. I spoke to one to verify they had approved and was told "Yes". My credit score is over 800. Now I have two inquiries on my credit bureau which hurts my report. I am a Senior Citizen and demand they be held responsible. Below is what I received from applying on their website the evening of April 2nd.Your Financing View and manage your credit applications.Used 2020 Tesla Model 3 Performance Approved| Offer Selected Expires in 26 days Submitted on:April 2, 2023 View deal summary PDF Certified Autoplex, *********************************************************** 4.7 (***** reviews)View car details Call the dealer

  Customer Answer

  Date: 04/12/2023

  More Information...What the dealership sent to me after completing the application to purchzse.

  2020 Tesla Model 3 Performance

  
  

  Approved| Offer Selected 

  
  

  Expires in 26 days

  
  

  Submitted on: April 2, 2023

  
  

  View deal summary PDF

  Business Response

  Date: 04/14/2023

  Vehicle was available when this customer inquired about it but we have several sales people working on deals, if there is no deposit on a vehicle to secure the deal, vehicle remains open to all customers. in this case there was no security deposit and vehicle was sold by another sales person to another customer. 

  Customer Answer

  Date: 04/14/2023

  I am rejecting this response because:   First, I was approved for financing to purchase the car which made it a legal binding contract.  3 days passed with no one mentioning a deposit was required. 

• Initial Complaint

  Date:02/07/2023

  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.

  WORST CAR BUYING EXPERIENCE EVER! ********************, was my salesman was pushy, impatient, arrogant, and argumentative! Sales Manager - *****, doesn't care about anything seemed really uninterested in customer satisfaction after speaking to him about my vehicle I purchased a week ago from their store that was profusely leaking oil from oil pan due to a stripped oil plug and seal! I returned the car after 24 hours to have the car inspected **** told me after 20 mins nothing was wrong with the car! I made them look again at the oil leak and **** returned to tell me that the service department was replacing some fresh oil and that there was nothing wrong with the car but they were just going to change it out just to make sure it rides better! AFTER 3 1/2 HOURS waiting in lobby, they hand me the keys and I asked why did it take 3 1/2 hours, my answer I got from Rich was, " they had to wait for the oil to cool off!" Ummmm, what??? I knew something was up! The car leak became worse! I took my car to Audi to find I have a OIL LEAK DUE TO STRIPPED PLUG AND SEAL AND THEY OVERFILLED MY OIL SO MY OIL SENSOR FAILED AND HAD TO BE REPLACED AND I HAD A 0% on my battery and it also needed replacement! Service manager at ************** explained the people who changed my oil last did the damage! I contacted Rich hill regarding my $1,783 bill I have to pay on the car I purchased from him that was supposed to be certified because they make sure all vehicles are working as should be for purchase, and the service department had damaged the plug, seal and sensor and it cost $1100, he hung up twice!! Service manager was uninterested said well he'll pass the info on to service manager! And, sorry they won't pay for it! I just paid $7500 down payment on this car a month and half ago! I purchased a vehicle with MAJOR DAMAGE AND THEY DONT CARE ABOUT ANY OF IT! The worst customer service! Treated me like a nobody and that they didn't care! Since this event I've had to return it back to Audi to replace the hood latch because of the damage from the dealership pressure washing my engine to clean it before selling it to me which damaged the hood latch RUSTED FROM SITTING WATER, all spark plugs had to be replaced and my coils damaged from sitting water rusted! Costing me another $850 at ********* and another $950 from Audi for Hood latch replacement! Certified autoplex will not accept that they damaged my vehicle when Audi clearly said whoever changed your oil last stripped your plug and seal and overfilled it with oil to mask the damage they did, in result causing my sensor to fail and needing replacement and Audi also said by them pressure washing the engine and doing it improperly, caused sitting water on the spark plugs, coils,hood latch to rust and oil change to "fix" my car damaged my car further! They won't reimburse money I paid for repairs they caused!

  Business Response

  Date: 02/10/2023

  Customer bought a 2012 Audi S5 (10 year old vehicle) in Dec. and she was given every opportunity to pre inspect the car before purchase. She brought the car back after a month complaining about hesitation, we inspected the vehicle out of goodwill and found lower octane gas was used. There was never a complain regarding oil leaks or any other problem, We advised her to use higher octane gas and case was closed. We had a phone call from a someone who stated he was paying the instalments on her car and asked us to somehow make this purchase disappear so he didn't have to pay anymore which we declined talking about anything in that regards. Shortly after, her complaints started. Her car had extended warranty that would have covered all her complaints had she not terminated the policy. We did contact her warranty company to see if there were any claims filed with them but they could not find any but one claim on hood struts that they had processed and paid. We tried very hard to help with her never ending nonsense issues but we could never replicate the problems. We believe she was making up issues to return the car because she could not afford the payments.
  She has bought the vehicle As-Is and a copy of her signature is attached.
  See Attachment/File: As-Is

  Customer Answer

  Date: 02/12/2023

  ***Document Attached***
  First of all the payment was never an issue since I did have $7,800 in cash to put down on the vehicle. Secondly, so funny I Dont even have a boyfriend or dating any man because im lesbian! That was a good one though! Ha! But, also my car payment is paid until May 2023?! So, not sure how you came up with that story!? To add validity to my complaint and how they refuse to to claim any fault to the damage on my vehicle please contact service advisor *********************** at ************** Service, he was the advisor that explained on the 5th day after purchase- 3 days after certified auto plex did an oil change on my car that took 3 1/2 hours - ****** explained that the mechanic at Audi completely drained the oil made a video of the entire diagnosis and states that certified auto plex (the dealership that last changed my oil) stripped the plug, the seal was broken and overfilled it with oil causing my sensor to malfunction and needed to be replaced along with a new pan, seal, and plug and my battery was 0 /zero charge on it when they tried to start it once they repaired the oil leak! See ATTACHED INVOICES FOR DATE VERIFICATION AND COST! I had to return the car again to Audi about a week later to replace hood latch connector because the sensor caused the connection to fail so my oil level in the infotainment system wasn't reading the correct amount of oil PLEASE NOTE THE DATES ON INVOICES - this all took place within 24hours of purchasing this vehicle not a month later! I have invoices text messages to Rich, my salesman within *********************************************************************************** my phone of my car and the date and location as well- PROOF OF TIMELINES! LET ME ALSO ADD IF I WAS TRYING TO "off the car because I didn't have the money to buy the car!!", that's kinda funny too being I paid cash for each invoice to repair my vehicle at ************** (not the cheapest place to fix a car!?) totaling $ ******* and the second invoice $ ****** -OH AND IF I WAS SO BROKE WHY DID I TAKE IT TO ********* AFTER THAT TO GET ALL NEW TIRES, alignment, Fuel System Cleaning, all new plugs and Coils replaced, new air cabin filter, new wiper blades invoice is dated 1/12/2023 only 2 weeks after my car was repaired at Audi FOR $2,431.87! That invoice will be attached! I will also download my car payment statement from Ally showing my car payment has been paid in advance until may 14, 2023! If you really want to get technical my car insurance with USAA AND MY HOME IS PAID IN FULL ALSO!
  I never put gas in that vehicle lol - it had a full tank when I purchased it?! What gas are you referring to? Because , by the time I finally added *********** to my vehicle - was a month later because it was in the ****************** at Audi since the 22nd of dec! AND READ THEIR REPLY ON ****** REVIEW I INCLUDED... it's actually different than this complaint but to add more proof that they are lying I'm send a pic of the OIL CHANGE STICKER THEY PLACED ON MY WINDSHIELD AFTER THE " nonexistent oil change" service they performed on my vehicle on 12/17/2022!! See photos for the picture of my oil change sticker advising my next service due at ****** miles and my mileage is currently ******! So, please lie some more about the damage you did to my vehicle I would love to prove further my documents are many!
  
  Another point I'd like to add to this very valid and relevant claim is the fact that the contract that was executed on the date of purchase on 12/14/2023, the financing institution had to cancel and reissue because their finance Manager didn't have the correct numbers so my co-signer and I were ask to sign a new contract- which I never signed and refuse to sign! My point is only to prove further how Certified Autoplex operates their dealership!
  
  As you read their ignorant and inaccurate response, the lack of knowledge of the dates, damage, etc. and lack of professionalism with such a narcissistic response, furthermore fabricating a lie and in a defamatory demeaning my character stating a "man" contacted them saying he was paying my payments (when IM NOT A HETEROSEXUAL WOMAN AND MY FATHER IS DECEASED AND MY BROTHER IS TOO? I have NO MEN in my family or friends???), concluding certified autoplex clearly refuses to not reimburse the money I paid to repair my vehicle after they damaged it 24 hours after purchasing it from certified autoplex! To prove how ignorant that reply is - you should take a look at some of the replies on sites I have reviewed them on every review has a different story putting blame on my not being able to pay for the vehicle!
  See Attachment/File: image

  Customer Answer

  Date: 02/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I will not except their response because it was a make up line number number one number two they owe me the money for this damage they caused and I've included documents to prove my point. I will not stop until I get three embarrassment for the damages that were. Made on my vehicle on **** 2022.

  Business Response

  Date: 02/15/2023

  The copies of the As Is paperwork that you have a copy of, was attached to the first response. Please refer to that.

  Customer Answer

  Date: 02/21/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That response shows you how ignorant this car dealership actually is! This damage occurred from their service department after the sale when they dad an oil change on my car! The oil plug was stripped, oil seal and the oil sensor and good latch had to be replaced because of the service department over filling my oil to hide the fact that they stripped my plug and other damage to my vehicle I took my car the very next day after I contacted the manager at certified to inform him of the oil leaking out of my car and his exact response was, "well, I Dont know I would have to check with my service manager and ask him if he knows anything about the leak and I'm not paying!"
  
  The dealership caused the damage to this vehicle I want the money reimbursed that I paid out of pocket for in full to repair the damage they caused! It's not good business to trust your vehicle to be repaired properly by the dealership you purchase your vehicle from! I trusted them to repair it! Instead they caused further damage to my vehicle costing me over $3000! I want my money back for the repairs I paid to get my car running properly! All paperwork has been submitted previously for this claim!

  Business Response

  Date: 02/23/2023

  Customer's story does not match up, as far as we know original complaint was hesitation that we checked out as good will and told the customer our findings. Any other complaints should have gone to the extended warranty that was originally obtained had you not canceled the policy. As-Is documents that was signed by customer has been attached to our earlier response.

  Customer Answer

  Date: 02/24/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  WHAT RESOLUTION ARE THEY OFFERING!? I don't see one!
  
  My story doesn't match up??! I have provided all documents to prove that what I claim is true and very valid! And, don't get me started on that BOGUS WARRANTY YOU SOLD ME BECAUSE I CALLED THEM TO COVER EACH VISIT TO AUDI AND EVERY TIME *********************** (my service advisor) submitted a claim for repairs... EVERY TIME THEY DENIED MY CLAIM! I cancelled that SCAM WARRANTY COMPANY AFTER 4 weeks because of the false advertising of it being a legitimate warranty service and only was returned $2200! When I paid $3299.00 at the time of purchase on my vehicle - that warranty was only 3 1/2 weeks old and they only refunded me $2200 out of the $3299.00 I paid, and when I called the warranty company they told me that the dealership overcharged me for the extended warranty and that I would have to get my $1099 back from them! Of course I'm sure they will never pay that either! Because they are completely unprofessional, thieves with a dress shirt and wrinkled pants that like to scam cancer patients that are *** Army Veterans - out of their money and deny everything as a thieving scam artist would!
  
  I WILL SETTLE FOR $900 for the damages that were caused by your service department two days after purchase and I will never contact certified auto for ANY reason! I think that is fair since I have paid thousands to repair what your service department damaged after I purchased my car!

• Initial Complaint

  Date:01/19/2023

  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.

  On 10/24 I purchased a *** from Certified Autoplex with a 4 Year extended warranty. On 10/27 I contacted ************* (Salesman) about a warning light that came on the night before saying that the vehicle needed to be taken to be serviced. I brought the vehicle back a few days later (I work from home and 60+ miles away) and was told by **** that the sensor should clear up but if it doesn't. Wait about 30 days for the warranty to kick in and take it to ***. I did just that and right before my appointment with *** a different warning light came on. I took the vehicle to ************ and they ran the codes that triggered the warnings. They found an upper oil pan leak, malfunctioning solenoid (second warning indicator) and suspension airbag malfunctioning (first warning indicator). *** was confident that the vehicle would be covered by the warranty but $140 per hour labor cost and tax on the parts would not be. Almost $3500 in costs. I immediately messaged ************* to explain the situation and he recommended getting a second opinion but their warranty department would get back to me. I took my vehicle the next day to my regular certified mechanic that I've used for 15 years and he confirmed ***s findings. After waiting two weeks I contacted Certified again on 12/29 and they said their *************** would call me on 12/30. I waited 2 more weeks with no reply. I called again on Jan 10 and 11 and finally was able to speak to *****. He told me that that transaction was months ago and it's a used car so it's on me to figure out. I tried to negotiate and offer solutions to fix the problem since it was documented that I've had issues with this vehicle less than 72 hours after purchase and he wouldn't budge. I then brought up on his website that there's a huge list of items that are guaranteed to have been inspected and the items I'm having problems with are on that list. He then said "that means nothing, I'll give you 2 years oil change and maybe $250" I've heard nothing since.

  Business Response

  Date: 01/20/2023

  We are currently with customer to resolve the problem.

• Initial Complaint

  Date:01/12/2023

  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 purchased a 2016 **** Explorer from Certified Autoplex on 12/23/22. Then, what we thought was the transmission began to slip on 1/1/23. We contacted the dealership, worked with the extended warranty, and took it in to find that it was the spark plugs and coils that were filled with water from the car being incorrectly power washed when being detailed. I contacted Certified Autoplex who states that it should have done it before now (even though it have it in writing from a licensed technician that that is incorrect). I asked for the cost of repairs to be covered as it has been less than 30 days which would be $433. I did not ask for reimbursement for the rental we have had to get to have a vehicle in the meantime ($775) and they said they would "graciously" offer $200. After requesting to speak with the ** or owner, my call was sent to voicemail, I called and they would pick up and place me on hold, until the transferred me to ****, the service manager. He was incredibly rude and said I could take the $200 or get $0. When I had to finally yell that when he was ready to treat me with respect or work through this to please call me back, I hung up. I tried to call again and when speaking with ****, he told me to stop calling and hung up. I sent an email requesting a call back before the close of business and they replied saying I would be called tomorrow. I have done everything they have asked and tried to have it escalated with no help. I attempted to go through my warranty, which was denied due to it being a service error. I also said, if they would like to cover the cost of towing to look at it themselves, we would be okay with it being towed to them. From every other party involved, this was a mistake that happened on their end. It's unfortunate, but we just want our car fixed.

  Business Response

  Date: 01/13/2023

  This vehicle was purchase on Dec 12th and left our property at that time. vehicle was checked in at **** dealership for diagnoses on Jan 10th with almost 2k miles driven from the time it was sold. After we spoke with **** service advisor, he stated that his technician had "recommended" replacing spark plugs as well as all the coils. We asked the service advisor about his opinion for water being left from detail work in spark plugs area for almost a month and not getting evaporated, he was in shock and agreed maybe car was driven into a water source! We suggested using air and blow the water out rather than replacing lots of unnecessary parts, Service advisor accepted the resolution and mentioned his technician just recommended replacing those parts! Every bit of this conversation was described to the customer but they keep insisting this was **********************'s fault and we needed to cover the cost of unnecessary repairs. We don't believe we are at any fault after a month of usage and 2k driven. Had it been something we caused the car would have acted within the first few days. By the way, customer has had all her family and friends leaving negative reviews all over the social media on us!

  Customer Answer

  Date: 01/16/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been working with the servicing dealership and it was not a "recommendation" to replace the spark plugs and coils. The car would not run with the way the were. They did attempt to blow the water out after speaking with Certified Autoplex, but rust was left inside the coils. According to the service technician, this would be the result of water sitting in the coils for an extended period of time, much longer than a few days. Also, it had not been a full month and they were notified of the issues a few days after we purchased the car. They emailed us the warranty information on 1/5/23, well within that 30 day window. In speaking with the servicing dealership, they did inform me that just blowing the coils out was an option. However, in their opinion and experience, doing so later results in higher repairs needed as rust can be sucked into the engine causing engine failure. They did inform Certified Autoplex of this and they said that wouldn't be their problem. I agreed to do this course, should they put it in writing that if there were issues in the future they would agree to pay for the repairs at that time. They stated they would be unable to do this. I also offered to get quotes from other companies around where I live should they require that. They also declined. In speaking with the owner, ****, he stated that the dealership fixing the vehicle was charging too much as that was the issue and that the servicing dealership was just out to make money as a **** dealership. I also agreed that if they would pay for the towing, I would even come to ****** to pick up the car if they would repair it. They also refused that option. I attempted to work with them as much as possible, just wanting my car to be fixed! If you also look at the weather in my area from the month of December, it rained 1 day and it was light rain prior to there being any issues. My immediate thought was how I caused this, but in speaking with several specialist, at multiple dealerships, this is caused from incorrectly power washing the engine. It does not always immediately cause issues like they have stated, though it can. But it is not always right away. Again, specialist from 3 different services areas have all given that information, not in relation to each other, or aware of who the offending party is.
  
  They then reached out to those I know who left a negative review after hearing our terrible experience with them. I do not personally know a single person who would want to buy from them after our experience. They also reached out to their employers, including mine and my husbands threatening to take further legal action for the negative reviews. The email was signed as their legal team, yet sent from their sales team. Intimidation on valid, negative reviews should not come from a company like this!

  Business Response

  Date: 01/17/2023

  There is no right or wrong way to wash an engine. If there is water penetration to the spark plugs you will notice it right away not after a month and 2K miles driving. Coils are attached to spark plugs with a long rubber tube, rubbers do not rust. The only place you may see rust will be outside spark plugs which will not affect workability of it. As we tried to explain to you, engine surface is very hot and if there is water left on engine after wash, water will evaporate, it's very rare for water to get trapped in an area so hot and cause rust as you state it. There is a possibility of 1 coil to go bad in some cases but you only replace that part not all of them. We believe the extend of repairs recommended by *********** facility are unjust and unnecessary.
  As for the defamatory reviews placed on our social media by your friends and family, we recommend that you consult an attorney. Only a customer can state their experience on social media with a business. You will be subject to civil penalties for convincing your whole neighborhood or your church friends to spread false messaging when they have never been actual customers.
  Our management will welcome any resolution that will satisfy both parties if you decide to contact us directly.