ComplaintsforAuto City

• Initial Complaint

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am seeking assistance in resolving this matter and holding the dealership accountable for their actions. The dealership Firstly, they claimed to finance the deal themselves, but a third-party corporation is taking payments and enforcing the contract. The third-party finance company admitted on a recorded line that they do not have power of attorney over the contract. Moreover, there was no disclosure of the third-party financing company during the purchase agreement and retail installment contract signing. Additionally, there was never a disclosure or agreement that my information would be passed on to a third party for repossession or for a third party to finance on their behalf. Furthermore, I have discovered several other instances of fraud on the contract, including finance charge inflation, the inclusion of a dealer's inventory tax, a $2,000 down payment that constitutes auto dealer fraud, and four amounts paid to others that were not clearly itemized. The dealership also failed to disclose my right to rescission. I have also had issues with the payment schedule, and I requested that it be changed due to a change in my job's pay schedule. The dealership attempted to refinance my car and charge me an extra $20 per payment because I was being paid bi-monthly instead of bi-weekly. However, they have now refused to change the payment days, restricted my online payment access, and are refusing to accept a partial payment because I am behind on two payments, which is all because they would not change the pay days before I started the steps to arbitration. Additionally, the dealership repossessed my car on 09/04/2024 between the hours of 3pm-4pm CST. This repossession was carried out without proper notice or legal justification, as I was not actually in default on my payments at the time of repossession.

  Business response

  09/16/2024

  It is our position that all policies and procedures were carried out in accordance with all regulatory requirements, and the customer's specific concerns have been thoroughly and adequately addressed. Should the customer wish to discuss the matter further, they should reach out to our customer support department at ************************************************************************.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There was NO option of replacement of the vehicle. I purchased a vehicle back in late March, and only had the vehicle for about a month, when the vehicle caught fire. There was no talk about refund/or replacement of the vehicle. I've tried to call attorneys, but to no avail. Because of the year of the vehicle, which was a 2016 gmc yukon. My inside insurance was to NO HELP as well. There should be a law, that holds car lots accountable. They should refund/or/replace vehicle of same value...I know time has passed, but just thought about the BBB

  Business response

  08/12/2024

  Our customer support department will be opening a ticket and will contact the customer via email with the hope of finding a resolution that is acceptable to both parties. 

  Customer response

  08/17/2024

  I have pics of the vehicle, after the fire resolved

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from Auto City. Exactly 7 days later the vehicle broke down. I returned the car back to Auto City and they refuse to give me my $3000.00. I am now out of money as well as a vehicle.

  Business response

  05/21/2024

  The situation described by the customer is completely inaccurate. 

  There is absolutely nothing wrong with the vehicle that was sold to her, and the customer has received 100% of her money back.

  Best of luck. 

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this vehicle in April of 2023. I was lied to by the seller, ***y marketed and altered the vehicle to look like a 2016 ***** Impala LTZ trim, but after research and repairs, the Trim is actually an LT. *** vehicle has accumulated thousands in repairs although still under warranty. *** heater does work properly. *** Engine pings, Electric issues, and the list goes on. I've had over 50 communications with te finance company and auto city representatives and have received no guidance or help. *** car is a lemon. Not only is this a PRedatory sale, its Fraud, and they can't even keep up their side of the agreement with Repairs despite well-documented emails and phone calls begging for the vehicle to be repaired. ***y charge a ridiculous amount just to diagnose and the car still has a warranty. I just want the car repaired. *** vehicle shakes hard when I try to use the Heater. *** electric locks are rarely responsive. *** check engine light goes on and off periodically. Partially because of an O2 sensor I believe. Since I got the vehicle I've replaced the alternator, got a tune-up, and various regular maintainable and the vehicle still runs hard I don't want to touch the car at this point for fear something else bad can go wrong. If you guys can fix it then great, but I can't afford a lot more repairs. It's not even been a year yet.

  Business response

  01/29/2024

  The day after purchase, April 14, 2023, the customer reached out to his salesperson and mentioned having an issue with his vehicle. He was given our service center's phone number and asked to schedule an appointment. He was made clear that the repair would be taken care of, free of charge. ******** never showed for his appointment and had no further contact with us. Seven months later, customer visited our service center, briefly, on 11/6/2023. The visit lasted 2 hours and the only issue that was mentioned at that time was a piece of plastic scraping from the bottom of car. On December 18th, despite having a 24-month / ****** mile limited warranty, customer reached out to our ****************** and mentioned he had spent hundreds of dollars in repairs at other service centers, but provided no evidence of the same. Since then, the support department has tried numerous times to have his vehicle dropped off or towed in. ******** made arrangements to have it towed in himself on 12/26 and again the appointment was missed. Arrangements were made again for him to tow it in on 12/29 and again, he didn't show. We did not hear from customer again until 12/31, letting us know his vehicle was hit. Support and ********************** attempted to reach out to him on 1/2/24 to see if we needed to start an insurance claim and get his vehicle taken care of. ******** did not reach back out to us until 1/4 when he said he was having transmission problems. Support asked when he can make arrangements to drop off and customer said he had already scheduled an appointment with our service team for 1/12/24. ******** again failed to show up.

  It is always our goal to address our customer's needs in a fair and timely manner, but there is nothing we can do if the customer is unable or unwilling to bring his vehicle in, or allow us to have it towed in if it is not drivable. We are even willing to waive the standard warranty deductible of $100. We encourage the customer to reach back out to our service center or our support department to schedule a service visit at a time that is convenient for him, or provide a date and time we can have it towed into the service center if the vehicle is not drivable. 

  Customer response

  01/29/2024

  I am rejecting this response because:   

  The cost of repairs and the inconvenience of the location of your service center arent the only issues. *** had documented problems with this vehicle since day one. Ive already paid for an Alternator and Water Pump to be put in the vehicle which should have been under the warranty your company agreed to, the vehicle is worth significantly less than I owe. Its a money pit and those repairs on top of the insane payments for the vehicle have caused a significant amount of stress. Add to that the cost of Ubers and its draining my pockets.
  I work from roughly 8 am to 6 pm which leaves little time to drop the vehicle off and then pay an additional $40+ to get an uber home. But more importantly Im so uncomfortable attempting to drive the vehicle that log of a distance, I tried to use a friends tow service because its cheaper than yours and I know hed be careful not to damage the vehicle in the transport,which I know happens with the tow company your company utilizes. Last time **************** damaged my front end.
  Currently theres electrical issues still where the locks work half the time, the heater makes the car vibrant if on longer than a couple minutes, and the transmission shift is so hard it jerks the car every once in a while. There is rear cosmetic damage from a hit and run, but thats not your companys obligation even though Im paying for vehicle insurance through you,Ill take that Loss.
  Also, the Trim issue is still perplexing, I was told it was a ***** LTZ (as imprinted on the back of the vehicle), but the Vin and all the dealers Ive take the car to for repair say its an LT *****
  All that said I just want the car to run as it should seeing as I havent even had it a year and its under warranty. But Im not trying to pay an additional crazy sum of money considering all Ive already invested in the vehicle. Is that so unreasonable? The $100 isnt a big deal, but the additional repair costs, with the costs of Ubering back and forth, the indeterminate amount of time your service center holds vehicles before even attempting repairs, and the crazy car payments are slightly absurd and arguably predatory. Thats why Ive reached out to everyone I can to try and get some semblance of quality assistance. 

  Business response

  01/29/2024

  I'm not sure where the customer is getting his information because it is full of inaccuracies. Bottom line is that the customer has a 2 YR / ****** mile limited warranty that was included in the price of his vehicle. It is incumbent upon him to schedule a service appointment and show up for that appointment so that his needs can be addressed. His account manager, the support department and the service department have all gone out of their way to encourage him to do so. Appointments that could have gone to another customer were reserved for him, only to have him not show up. We have not idea where these references to spending thousands of dollars or "additional crazy sums of money" are coming from. The deductible for warranty repairs is $100. The warranty covers 100% of warranty related repairs. We even offered to waive that deductible, but according to the customer, that $100 is no big deal, so what's the hold up? Make an appointment and show up for that appointment, it's really that simple.

  Customer response

  02/01/2024

  I am rejecting this response because:   its not as simple as stated. Their service team doesn't always abide by appointment times, there's no time frame for how long it takes them to work on vehicles. They can hold cars for weeks. The vehicle isn't reliable enough to travel the distance to their service shop and in all likelihood their tow service wil damage the vehicle. There are other variables to consider and they don't have the best reputation online. I'll return the vehicle once I acquire another and that can resolve this. Any balances can be dealt with in ***********. If setting an appointment worked then there wouldn't be as many online complaints about the service center that there are. There are countless online accounts of their service center holding vehicles, not properly repairing, and it's risky dealing with them. The thousands I spent out of pocket went on previous vehicle repairs. Given the aggressive response it's likely they'll make things worse. I'll acquire another vehicle shortly and return this one as soon astime and finances allow. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was extremely excited when I first got this car. Everyone seemed so friendly and helpful. ****** was *********** and all I heard is Ill make sure everything is good on your car. If you ever have any issues please let me know. Fast forward several months later my card has been in their shop 4 times **** near for the same issue. ****** ignores all emails and calls and the administration make it clear they have my money so they are in no hurry to repair and return my car. My car has been in their shop since the day after Christmas 2 weeks and they are in no hurry to fix it even though its under warranty. My advice is dont buy here!

  Business response

  01/12/2024

  Our support department reached out to the customer and provided complimentary UBER vouchers and worked with our service department to help expedite repairs and return the vehicle to the customer a few days ago at no charge. Vehicle repairs are an unfortunate part of the business. they are never convenient, and very frustrating and we truly appreciate the customer being patient with us as we worked to get her back on the road as quickly as possible. 

  Customer response

  01/12/2024

  I received my car back the day after I posted my complaint. So far my car seems to be driving well. They also waived my $100 deductible for my warranty. 

  Customer response

  01/12/2024

  I have reviewed the business response and accept this resolution. I received my car back the day after I posted my complaint. So far my car seems to be driving well. They also waived my $100 deductible for my warranty.
  

  Customer response

  01/31/2024

  Once again, my car is in the shop I just got it back less than two weeks ago I filed a claim with the BBB regarding the poor service and the issues with my brand new purchase. It isnt a brand new car and it came with a warranty, however it seems as though since its on warranty, this company is in no hurry to fix it And the issues that its having shouldve been resolved before selling that vehicle this weekend as I turned into the mall the serpentine belt broke my car became in operable. I had to have it towed from the mall. Wait for a ride and still no diagnosis from Auto City. I was told yesterday morning they would try and resolve it as quickly as possible at 3 PM. I asked if my car was not gonna be ready could I get vouchers for Uber to ensure I could get back-and-forth to work? Im highly irritated. My car is in the shop more than it is operable. Ive only had the vehicle about four months someone from the office sent me a message in all caps saying they could give me 10 vouchers at $20 each or defer my payment for this week thats unacceptable. 10 vouchers does not guarantee that theyre not gonna have my car more than five days I asked what is the plan if they have to keep my car longer no response, I let them know that I would be reopening my claim with the BBB. I want to see them fix my car accommodate me while theyre fixing my car or give me all of my money back that I paid into this car from the beginning.

  Delivery

  Business response

  01/31/2024

  We appreciate the customer including those screen shots as they CLEARLY show how dedicated we are to not only keeping the customer constantly informed, but the many many additional steps taken to ease the inconvenience as much as possible. Our support department and our service center have made this customer a priority and I am glad we were able to have her vehicle repairs done quickly and at no cost to her. Daily updates, complimentary Uber vouchers, zero charge for repairs and even deferred payments. All part of what makes Auto City, the best at what we do. We are proud of that and of knowing that no other dealership would provide that level of service. But we are nothing without great customer like this one and we truly appreciate her patience and understanding. Her vehicle was ready today for pick up, ahead of schedule. 

  Customer response

  01/31/2024

  I am rejecting this response because:   *********** from this business has been incredibly horrible with the exception of one person. ***** on the support team. They sold me a lemon, are shotty at fixing it and have the gall to be upset with me for reporting bad business behavior among many other customers that have reported them to the bbb. Maybe if they put more effort into customer satisfaction instead of trying to defend dissatisfactory behavior they wouldnt have to worry about reports like these. Unfortunately Im locked into this contract and whether they honor theres or not I have integrity. But word of mouth is the best or worst advertisement and I will definitely share as often as I can my horrible experience from this company. I dont wish this on anyone else. 

  Business response

  03/05/2024

  Every effort has always been made to accommodate this customer and to lessen any inconvenience. The vehicle is expected to be ready within the next 2-3 days. In the meantime, we are providing the customer with 10 complimentary Uber vouchers to use to get to and from her place of employment. We regret the inconvenience and are doing everything we can to assist. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently financed a 2015 ******* accent on Wednesday december 6 2023 for **** down payment. The same night of the Wednesday the 6th the car started to act as If it wanted to cut off or stall, like there was an electrical problem. Friday the 8th of december as I'm on my way home from work the car shut off and stalled on the highway and I was luckily able to get it started and make it home. I took the car in Monday morning around 815 am the day of December 11th 2023 and as of 5pm I still have no diagnosis of what's wrong with the vehicle and I've only been able to drive the newly financed twice since purchase and it has made it difficult as far as how I will get back and forth to work and home and I am getting no answers and it's unacceptable and frustrating. It is now Tuesday night and still no car or time-frame for when repairs will be completed and the car bote and insurance are about to be due next week on the 22nd of December.

  Business response

  12/13/2023

  Our apologies to the customer for any inconvenience caused by the recent service issues. We are on it, and working as quickly as we can to get him back in his vehicle as soon as possible. Our support department is also working directly with the customer to ensure a speedy outcome with our service Center. We have ordered replacement parts and hope to have the customer back in his vehicle before the end of the week. In the mean time we have provided the customer with 10 complimentary UBER vouchers to assist with transportation.While we do expect to have the repairs completed before the first payment is due, should that not be the case, we will certainly work with the customer to postpone the payment. We are determined to do all we can to earn back the trust the customer has placed with us when purchasing his vehicle, and appreciate his patience. 

  Customer response

  12/13/2023

  I have reviewed the business response and accept this resolution. 

  Customer response

  02/09/2024

  I purchased a vehicle from auto city on December 6th of 2023. I've had to now have the vehicle in for a 5th time to have it serviced for the same reoccurring problem. I've tried to speak with auto city support team to try to be placed in a different vehicle or to be let out of my lease and neither have been an option for them up to this point for a vehicle I have barely been able to drive. I have been paying for ubers to get back and forth and they have given me vouchers for 20 rides but I still end up having to pay an extra 7 to 10 dollars per trip to work and home because they don't cover the full cost of the ride. So on top of paying the payments on time to this point I have also had to spend extra to get where I need to go and that's not including the things I need to take care of and to get back and forth to those places. It was recently placed in the shop Monday February 5th 2024 to be fixed and it was fixed Monday but they wanted to keep it a few extra days to make sure the check engine light doesn't come on again. It I now Wednesday and I had to reach out to them and I was told sorry for the delay but they want to keep it for a few more days and it is putting a real strain on my life not being able to be in the vehicle I paid for and having to still pay extra for more rides. At this point I do not feel that auto city has done right by me to make this situation better its felt more like this is what we can offer you but still make your payment and I've lost faith in doing business with them going forward.

  Refund

  Business response

  02/09/2024

  The customer is fully aware of the incredible effort being made to ensure his vehicle is fixed correctly. We are working diligently to complete the repairs as quickly as possible.  In the meantime, as a courtesy, we have more than compensated the customer for his inconvenience. 

  Customer response

  02/09/2024

  I am rejecting this response because: I am still without the vehicle and although the business has given me uber vouchers they are only good for me to go to work and back and I have other responsibilities that need to be taken care of that I can't without the vehicle so i keep paying out of pocket after that.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive currently been dealing with the same issue for about 2 months now my car has been in the shop two times already this would be the third for the same issues the first time my car went to the shop it was smoking and hesitating to start I paid for a new battery and they said my car was smoking because they seen a bag underneath. Literally maybe 2 weeks later the second time I had to sent it to the shop my car wouldnt start period and it was still smoking I sent it back to them they said that they didnt replace my battery that they probably just charged it but they wasnt sure . So Why did I have to pay for a new battery the first time ? If you guys didnt put on a new one until the second time it came back, then they said I needed my valve cover gasket replaced they so called replaced that and now where on issue number three my car is now smoking , humming and running hot and I dont know what to do because at this point the shop isnt helping the agent that I been emailing hasnt helped really I feel as if there constantly just trying to take my money and not trying to properly fix anything there fixing tire pressure sensors and struts instead of fixing what the car initially came to the shop for. Im not understanding at all why they cant properly fix my car I honestly either want a replacement vehicle or I would like my car completely fixed but how would I know that if were constantly having the same issues ?

  Business response

  11/15/2023

  We appreciate the customer taking the time to provide her feedback. On November 1, 2023, our customer support department was informed by the customer that she continued to experience some issues with her vehicle. We immediately began reaching out to her to schedule a drop off appointment. Our support department worked with the customer for 2 weeks in an effort to have the vehicle brought back to our service center. It was explained to the customer that if the new issues she was complaining about were related to any work we did on prior visits, we would make good on those repairs at no charge. And certainly if anything else is going on that is covered by her warranty, she will not be charged for those repairs either. The customer finally gave us permission to have the vehicle towed to our service center yesterday, 11/14/2023. Since purchasing the vehicle on June 8, 2022 the customer has only had to come out of pocket for the battery. The replacement battery was defective, and replaced again at no addition charge to the customer. All other repairs were covered by her warranty agreement. We regret that any customer should have to go through the inconvenience of vehicle repairs. But since our business is selling motor vehicles, repairs are a part of doing business.  These are complicated pieces of machinery, we regretfully, we arent always going to get it right the first time. Some issues are more complicated, and require a bit of trial and error. We look forward to fully resolving the customers service issues as quickly as possible. 

  Customer response

  11/20/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Avoid these crooks! Avoid ****** from *********** location on forest ln by any means. I was interested in buying a car and right off the bat i was approached with a lack of desire to help from someone in the ********* location so I called *********** location and ****** answered. At first it was like any other similar situation. Real nice, he kept saying he was there to help me blah blah blah. After submitting an app I got approved with a $1500 down payment. It was more than i could afford so after a lot of going back and forth we agreed on $1200 but with the condition that i picked a car they were obviously having a hard time selling bc of the color. I denied the conditions and told him what i wanted and that in wasnt going to get forced into something I didnt like. That was the first red flag of how they conduct business. I ended up picking a different car, they dont have many options to begin with and Fast forward 2 days later i found a cheaper car on their page with less miles so i called him ****** and told him i was more interested in moving forward with that one. Immediately all types of excuses came flying out the door and he even went as far as saying the owner will get mad, he doesnt like when people change things around haha how pathetic from such a sleazy rookie sales ********! Never heard of an owner getting mad over a sale but anyways he mentioned he would find out more about the car and return the call asap. And to my surprise he comes back with oh its already in the works, someone else beat you to it so me being bummed out i went back to the car i had picked out but Ive never been the type to just go with the first answer without finding out on my own so I called a different location using a different name and inquired about the car and at first the sleazy sales guy that answered didnt want to give me much info and just like his twin ****** they worked their way through lies so I wasnt having it anymore so i hung up. 15 min late he calls me back to inform me that the car was available and ready for me to apply to see if i could get approved. I laughed and told him about the purpose of my call and he immediately responded with thats on ******, Im not like that and proceeds to asking me how soon i could make it to his location. Being 50 min away i told him i was 15 min away from the ********* location so i would prefer for the car to get sent there bc he kept threatening that its first come first serve and i needed to get to him asap! I than again told him i was working and i couldnt drive 50 min out but i had more flexibility with the Arlington location being that it was close to me. He than threw and tantrum and begin saying i went out of my way to help you and to get this information about the car just so you can go somewhere elsewhatever man call ********* than and figure it out with them and proceeds to hang up on me. Poor little guy caught the bait and threw his sleazy colleague ****** under the bus. I then called ****** multiple times and of course he didnt answer so than i texted him asking him what was that all about and 10 min later i get a text saying that my application was denied and they couldnt help me. That was their way if saying we got busted and well be ***** about the situation. And til this day hes yet to answer my call. These guys are nothing but crooks and I wouldnt be surprised if the owner is just as bad as they are. All of their cars have at least a 3-4k mark up on top of the high interest rate that they charge. This has been the worst experience Ive ever had and if i could leave this place 0 stars i would because theyre lower than dirt. They take advantage of people in desperate situations. Genuine leeches! Please stay away from this place by any means. When i called to speak to a GM, according to them there isnt one. I have text messages from ****** to prove everything that happened.

  Business response

  05/31/2023

  I have listened to all of the recorded calls and read all of the text messages between our team and the customer. First and foremost, my sincere apologies to the customer if he felt mistreated, misled or miscommunicated with in any way. That is certainly never our intent. All evidence to the contrary, that is actually not what occurred here. We do however, bear some responsibility for not effectively communicating certain things. Our ambiguity likely contributed to a feeling of mistrust on the part of the customer,  which overshadowed the rest of our communications with him, but never did we intentionally mislead or misinform him. 

  The vehicle the customer wanted was actually being sold at another one of our 6 locations. Standard procedure is to remove the vehicle from "Available" status, when there is an in-store sale pending for that vehicle, or if we have a fully approved application online and the customer has indicated their desire for a specific vehicle and that vehicle only. There are a number of reasons why the pending sale may not be completed and by the time the customer called another one of our locations pretending to be someone else, the vehicle was no longer part of a pending sale. Unfortunately, by that point, the damage had been done and the customer no longer wanted to go back and work with his original sales person at our Garland ********* Instead he asked the sales person who answered his call at our Southeast ****** location, to have the vehicle sent to the ********* so he could purchase it there. That is not something that sales person can do, since another sales person is already associated with the application.

  There are a number of other comments by the customer that I could take issue with, including the derogatory reference to the owner, but doing so won't change anything for either of us. I do want to point out that the customer's credit was not affected by his application with us as we only utilize a soft pull for our credit approvals. Once again, I regret we were not able to make this customer happy despite our attempt to do so. We appreciate the customer taking the time to share his point of view, and our team will review all of the facts pertaining to this situation. If there are lessons to be learned, we will and we will make the necessary changes. 

  Kindest Regards, 

  ***************************, Auto City

   

   

   

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The issue has been going on for over a month. I have a 2011 ****** Murano that I got from Auto City about 3 years ago. Never had any major problems til now. About the beginning of last month, I was having problems with my car, I think, and also my son-in-law who works for *********** as the manager and a certified machine. We both said that the transmission sound like it was stuck in a gear. Called Auto City they told me a bring it to them so they can check it out. Maybe a week or so went by they said that it was the transmission that was going out. They wanted to just put me in another car with another downpayment and start my payments all over. At the time I only had $4800 left on my car. Long story short, I decided to get it fixed. The transmission that they said came from ****** cost $4000 and I had to pay $850 down and $850 when I pick the car up. Picked up my car about the second or third week in March. Had the car for 2 days and I had to take it back. Auto City ran a diagnostic and they said that it was the transmission making a ticking sound. I was told that my car was sent to the ****** dealership They had it for three to four days and sent it back to Auto City. Picked up my car and had two turn around and take it right back a day and a half later because my CB Boot broke on the driver's side. Filed a support ticket who I was told to do so by ****** my case manager. And they would get to the bottom of what's going on. Now that I have done that *************************** keeps telling me she doesn't have any update, she waiting on a specialist to look at and just yesterday I was told she's waiting on the service manager. Nothing was been offered to me as far as a loan car or deferring a payment til the other day when I told *************************** that I was filing a complaint with you guys. I feel like I was lied to and am still being lied to about what was the problem with my car. Because my son-in-law told me that ****** never had my car the two times that Auto City said that they did.

  Business response

  04/13/2023

  We very much appreciate this customer and her point of view of the situation. Our perception of the matter differs greatly from hers, but I understand that she is frustrated and inconvenienced. We have done all we can to minimize the inconvenience, however some things are simply out of our control. As the customer mentioned in her complaint, since purchasing her vehicle in October of 2019, it has never once had a service issue prior to this. 

  We began by offering to trade the customer out of her vehicle, as a courtesy and as a way to expedite her having transportation, particularly since the vehicle now has ******* miles on it. ****** miles where added by the customer since she purchased In October of 2019. The customer declined the offer to trade, so we then began the process of estimating the repair costs. That estimate came out to a little over $4,000. We offered again to trade the customer. Again, she declined. So again as a courtesy to the customer, we agreed to finance a majority of the repair costs. Repairs took longer than expected, and apparently there was still an issue with the transmission because the customer had to return the vehicle within a week of picking it up. Out of an abundance of caution, we sent the vehicle to ******* at our expense,  to help pinpoint the root cause of the continued issue. ****** thought that found the issue and resolved it. They returned the vehicle to us, we test drove it over 40 miles, and when we were convinced the problem was resolved, we returned it to the customer. Unfortunately, within a week, there was still a problem. So, once again we sent it to the experts, ******* to make good on their previous work. That is where we are today. We have done everything we can to press get ****** to complete their work, however we are not their only customer, and clearly it's an issue that requires a-lot of problem solving. The customer's claims that we are lying about sending the vehicle to ******* multiple times in fact, are frankly false and could not possibly be based on any factual knowledge. Her son-in-law would have no possible way to know whether we did or did not sent to ******. It most certainly was, and is there as we speak. 

  The customer's claim that we did nothing to assist her is also not factual. We started by offering to trade her even though she drove her vehicle ****** miles. **** that was not an option, offered to finance the repairs, and only asked for $850 to get started and another $850 when she picked up after repairs were completed. **** her vehicle had to go back into service, on March 17th, we deferred a payment for her, a copy of that authorization by the customer is attached. The customer did not reach out to our support department until March 29th, shortly after it had to be brought back in the second time. Once the support department got up to speed on the situation and collected all the facts, another deferment was offered. It had nothing to do with any threat to file a BBB complaint, but rather to make up for the inconvenience. 

  At the end of the day, the customer and ******************** both want the same thing. A fully functioning vehicle delivered to the customer as quickly as possible. Because of the nature of the issues and the repeated attempts made to resolve it, we have advised ****** to take whatever time they feel is necessary to make absolutely sure we don't inconvenience the customer again. Has it taken longer than expected, absolutely, but we worked with the customer to keep her informed of the progress, even if just to say we don't know anything more than we did the day before. And yes, we have even gone above and beyond to assist the customer financially by financing a majority of the repairs, and deferring payments so that the customer could secure alternate transportation while repairs are completed, even though the customer's warranty expired over ****** miles ago.

  The customer is frustrated and upset because it has taken so long and multiple attempts to complete the repairs. I would be as well. We can not apologize enough for that inconvenience. We are doing everything we can to expedite a resolution, which with any luck should be in the next few days. In the meantime, we appreciate her patience. 

  Customer response

  04/13/2023

  I am rejecting this response because The reason I'm rejecting there response is b. First yes I was offered to be put in another car along with doing another application plus a down payment. They just didn't say okay **************** we can put you in another car put with no down payment and your the first payment will be in 30 days. I never was never offer to to put into another car for the second time. All I was told you want them to replace your transmission call the shop and that was it. My car had a balance of a little over $4800 dollars left and it would have been paid off. I didn't want to have to start all over with my payments that is why I turned them down the first and only time they offer to put me in another car. Now back to what communication I was getting. I file a support ticket on February 29, *************************** email me back on February 30 @ 1: 25 pm and basically told me that I will be going through her for any updates with my vehicle. I have attached some emails from **************************** 

  Business response

  04/25/2023

  Nothing the customer says in her response contradicts anything stated in our response. So we do stand by the original response. 

  The only thing to add is that repairs were completed on April 20th. Customer went on a test drive with our service department and signed off on the repairs.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to auto city after being with this company over 3 years i purchased an Volkswagen that was in their possession for over a week due to mechanical issues the quoted me a total of $907 to repair however i recevied another phone call from ***** who advised me due to replacing some vaccum valves the car would not drive and i would Need to take my vehicle else where to see if it could be repaired even though it was unable to drive i collected my thoughts as I'm battling post partum depression from being a new mom i then reached out spoke to manager **** who advised he would see what he could do no mention of the vehicle being a trade simply just what he could do to help. I was Then advised to come to auto city in Arlington texas where they would give me a new vehicle and was advised by the sales agent with 2 witness i would have 30 days t change my mind however that does not seem to be the case i feel Scammed and stuck with something i dont want i repeadtly texted alexx to advised i wanted To cancel my loan just 3 days after having the vehicle which he refused the vehicle is jerking and I'm scared to drive said vehicle i reached Back out expressing per my contract it does say i can Cancel within 30 days for this white jeep renegade for which they state they sold me a black one per contract which was another RED FLAG of a LIE this company I've been with so long i put trust in had ruined that trust within a BAD COUPLE DAYS horrible they then told me instead it would be a repo the vehicle has yet to finalize the loan it's been a full 8 days and I've tried to cancel my loan for 5 days straight with no luck or help crooks they cheap the system and people out of their hard own money deceitful none the less i requested the regional manager and was denied by **** this is **** poor service and legally i should be able to cancel a loan from 8 days ago!!

  Business response

  03/15/2023

  Contact Name and Title: ***** ********
  Contact Phone: 972-364-7049
  Contact Email: [email protected]
  Our support manager has reached out to the customer to help better explain the situation and offer solutions. That conversation happened yesterday. We are waiting on customer to reach back out so we can pursue those options.

  Customer response

  03/26/2023

  The business has failed to assist me with this complaint it stands **** poor services horrible management due to failure to even get back with me instead he had his assistant reach out just to tell me wt they can’t do for me to keep me as a happy consumer 

  Customer response

  04/14/2023

  Im a long time returning customer of you alls Ive made several complaints i even have gone to the better business bureau in regards to how disrespectfully i have been treated i had a 2014 black ********** with you all and only owed $5k left so i took My vehicle for servicing and with awaiting a few ********************* called me from the Lancaster location where my vehicle was and advised my vehicle was unrepairable when they tried to fix the valves the vehicle would no longer drive after investing over $22k i was devastated so i began To see what options i had to roll over which i already Invested i was then contacted by manager ***** and was advised i can Pick a vehicle from their Arlington location at this point nothing was discussed about what would happen with my other vehicle in fact they increased my payments and put me into something else i then began to complain and decide i no Longer wanted to do business or keep the vehicle you guys agent ***** explained i had 30 days to cancel and change my mind i do Have 2 witness and recorded proof i texted Alexx within 4 days and advised the vehicle had issues the air did not work the vehicle was already jumping also which lead me to be firm and cancel the contract they ignored my request ***** just kept pushing for me to keep the car until so many days past that when ***** told me he does not have a corporate contact and the owner did not want to speak with me i begab my BBB complaint in to my surprise the owner ***** reached out and still was not helpful and ignored the fact that i had been trying to cancel the loan i will keep complaining through BBB and whomever else i need To as its not right getting over on people at all!!

  Business response

  04/14/2023

  When the customer and I last spoke over the phone,  I explained to her that there is no 30-day grace ****** to cancel the loan. No dealership of any kind provides a 30-day cancellation. I also explained that we could not change the terms of her new loan or the payment amount, as we are required by law to treat every customer equally without favoring one or the other.  What i did offer, even though it was past the 3-Day Love It or Leave  It deadline, was to trade the customer into another, less expensive vehicle with lower payments. The customer identified a vehicle she liked, however, before we were able to move forward, the customer changed her mind and  informed us that she wanted to stay in the vehicle she had. Now it appears, customer has changed her mind yet again.
  
  Auto City has gone out of our way to assist the customer at every turn. The situation seems impassable at this point, so today i suggested that we each go our separate ways. i offered, that if the customer wanted to surrender the vehicle, we will not report it as a repossession on her credit.
  
  We are very sensitive to the challenges the customer must be facing as she works to overcome her medical condition. We all want to see her healthy and happy very soon.

  Customer response

  04/16/2023

  I have reviewed the business response and accept this resolution. I would Love to give the vehicle back and it not reflect as a repossession as i dont even drive due to unhappiness per business as long as they stick to this agreement and it not show as a repossession Im happy with that solution! 

  Customer response

  04/16/2023

  And also i would like to know what will show on my credit if not a repossession as i agree with just giving it back and being done with it and part ways on good terms please have some one reach out to establish a drop off day to get it taking care of immediately 

  Customer response

  04/16/2023

  And also i would like to know what will show on my credit if not a repossession as i agree with just giving it back and being done with it and part ways on good terms please have some one reach out to establish a drop off day to get it taking care of immediately 

*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. ↩