Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Had car towed to Auto Liquidators for repairs. When I called prior to having the car towed over I was never told I needed an appointment for them to look at the vehicle, but regardless its been since August 26, and they are still giving me the run around about the repairs. My car note is still being paid without any issues but NO ONE is providing current repair details. I believe they have messed up something and not being straightforward regarding their s**** up and they are still wanting me to pay the full price for the repairs and arent willing to offer any kind of discount for the inconvenience of being without a car for over a month.

  Business response

  10/09/2024

  We apologize that our service has not met your expectations. We take this matter very seriously. Upon reviewing your service visit, we found that we made several attempts to reach you via text and phone while your vehicle was in our care. We understand how frustrating mechanical issues can be, but we can only proceed with repairs once we have the necessary parts. Unfortunately, the first part we installed was faulty, and we had to return it. The parts you needed were sourced from *******, and their delivery was delayed due to Hurricane ******. While we regret the inconvenience this caused, such situations are beyond our control.
  To further assist you, we have offered to trade you into another vehicle and are awaiting your response. Please accept our sincere apologies for the delays and challenges, and know that we are doing everything we can to resolve the issue. Your satisfaction is important to us, and we value your business.

  Customer response

  10/11/2024

  I am rejecting this response because:   Although I am communicating with the ******************* I still feel they are trying to cut too many corners with the repairs on my vehicle..I understand this is a business and they have no obligation to me in taking care of my car.. Its just frustrating paying a car note on a vehicle that I havent driven since August. I understand this is a business and I am just a number. Thank you for your time and efforts.

   

  Business response

  10/11/2024

  We do understand that this kind of situation can be very frustrating.  What you are experiencing has nothing to do with just being a number, it has to do with outside influences that neither you nor we have control over.  We assure that you are important to us and that we are doing everything we can to get your vehicle repaired properly as quickly as possible.  We appreciate you as a customer and appreciate your patience and understanding. 

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am now having the same issue, which is the catalytic converter for now the 3rd time and Auto Liquidators states I am required to pay out of pocket for the issue. For the catalytic converter, Auto Liquidators is the only company that has assisted with this issue. I paid out of pocket the 1st time I had this issue, which was well over $600, while still making my car note payments faithfully. I had the issue again for the 2nd time, which Auto Liquidators said they fixed the problem. And now for the 3rd time, the issue is the converter which they are wanting me to come out of pocket for. From my understanding, if the same issue is recurring and I've paid for it before, a customer should not have to pay for an issue that was never resolved correctly. I asked about trading in my vehicle with Auto Liquidators, and they stated I would have to pay up to 75% of the balance off in order to be eligible for another vehicle. I am a single mother and I do not have additional funds to continue to pay for a part that has still not been fixed. I would like for this to be replaced at no additional cost to me.

  Business response

  04/23/2024

  We understand that having mechanical issues with your vehicle can be very frustrating.  We are not able to foresee or control when these types of issues may occur.  That is why we include a 3 year/36,000 mile (whichever comes first) limited warranty with the purchase of your vehicle.  This is there as a safety net to help cover the cost of major repairs that could be need in the future with your used vehicle.  We are very transparent about what is and is not covered with the limited warranty.  The catalytic converter is not a covered item.  We do show that you paid to have your catalytic converter replaced on 01-01-2023, then you were back in our service department on 06-29-2023 with similar concerns.  At this time, we replaced the catalytic converter under the vendor warranty, and we took care of the labor for you as a one-time customer courtesy.  Most recently you brought the vehicle back into our service department on 03-13-2024, at which time we recommended an *** Catalytic Converter.  You declined the repairs and picked up your vehicle and continued to drive it, only paying $40.00 for the diagnosis.  You returned again on 04-17-2024 with the same concerns and we are recommending the same repairs as before.  We have already taken into consideration that the *** converter is more expensive, so we are only asking you for the difference on the cost of this *** part vs. the original converter you paid for in January of 2023.  We have also agreed to generously take care of some of the labor cost for this repair as a courtesy to you.  We appreciate your patience and understanding and thank you for allowing for us to service your vehicle needs!!  We are more than willing to perform the repairs and take care of the cost that we have already offered.  If you decide to proceed with the repairs, please contact our ****************** to schedule an appointment.  Thank you again for your business.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a serious matter of non-compliance with the Fair Credit Reporting Act (FCRA) concerning the reporting of account ********. It has come to my attention that your company has reported inaccurate information to the credit reporting agencies, which is a direct violation of my consumer rights. The account in question was paid in full in 2022, and it is erroneous that Miracle Finance is reporting the date last active as 2023. This discrepancy misrepresents the accurate information regarding the account status and activity. Furthermore, there was a prior agreement that this account would be removed from my credit report upon payment. Despite this agreement, the company has failed to uphold its commitment, resulting in a direct violation of my rights to have a fair and accurate credit report. Lastly this company is nonexistent, so there is no way that you could have verified this information. I am formally demanding the immediate removal of account ******** from my credit report. This removal should be completed within 30 days from the receipt of this letter to avoid further legal action. It is imperative that your company rectifies this situation promptly to ensure compliance with the ***** Please consider this letter as an official notice of my intent to pursue legal action if the requested removal is not executed within the specified timeframe. I trust that you will take this matter seriously and take the necessary steps to address this issue promptly and effectively.

  Business response

  01/25/2024

  This is not a complaint; it is a generic letter than has been pasted into the complaint field.  We will however respond. We have thoroughly reviewed this account and the credit reports that have been attached by the customer are reported accurately.  They both clearly show a zero balance on the account and show the account as paid.   If the customer is able to provide something in writing that was executed by us agreeing to remove the line items from their credit reports, please submit them here and we will review them.  Otherwise, the credit report is accurate, and we will continue to be reported accurately.  

• Initial Complaint

  09/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The engine in my car went out. I took my car to Auto Liqudatiors on 8/15. I called like a regular person would after a week later just to give them some time. That's when they told me it was engine. Mind you my account was up to date before my car messed up. So another week or so pass by they still haven't fixed my car, they didn't know if it was under warranty or not at the time. I'm like okay another billing cycle is passing by. I'm not paying a car note for a car that I didn't have in my possession. They finally call me from the serice dept, letting me know that my car is under warranty. & they would have to send it to another dealership for the repairs. So once again another billing cycle passes by. Now that it's time to pick up my car they want me to pay $100 deductible which is understable, on top of car note . I told them at the time I didn't have all of the money upfront due to me not being able to pick up as many hrs at work I didn't have a vechicle & they weren't giving out a loner. All I'm asking is for them is to work with me so I can get to work to make money to pay everything I need. So yeah my car is fixed but I can't get it until I pay them in full.

  Business response

  01/05/2023

  Business Response /* (1000, 5, 2022/09/26) */ Thank you for your valuable feedback. We have reviewed your concerns and reached out. We are waiting to hear from you. We understand that service issues with your vehicle can be frustrating, but fortunately we were able to replace your engine for only $100. Regarding your payments, Service on your vehicle and paying for it are two separate things. The service department has no control over your payments and any arrangements you may have. We strongly suggest that you reach out to your account manager or payment center manager, Jennifer. Hopefully they can help you with this concern. Consumer Response /* (3000, 7, 2022/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept this, because they should have work something out with the the first time when I originally tried to work something out with them. Instead of when I made a complaint to the BBB to try to reach out to me to discuss arrangements. So now further actions will be taken. I understand that decutibale is to be laid. Which I was going to pay at the time of picking my car up. Which I didn't because they weren't going to release my car. But now y'all want to say y'all tried to work something out. Yeah weeks after. Business Response /* (4000, 9, 2022/09/28) */ Once again we understand how frustrating service concerns with your vehicle can be and they usually happen at the most inconvenient times. As stated previously, the finance company and service company are two separate companies and concerns. Your vehicle payments are handled through the finance company and must be paid on time. We are very transparent about this during your contracting process and through out the life of your loan. It is in the documents that you signed several times, on the video you watched, and on the wall in the office that you signed your paperwork. If you still have questions regarding your payments please contact the Payment Center at the finance company. If you have questions regarding the service of your vehicle, please contact the Service Center at the dealership. Consumer Response /* (4200, 11, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that they are two different departments. My issue is not with the service department. It's with the finance company. I read the videos, I know what I signed. But yet and still it's funny how you guys are making it seem like you tried to work with me from the jump when you really didn't. When I came to pick up my NO ONE on the payment side in the service center did not have one care in the world. I was told to make a full payment up front, so yeah if you guys were really trying to working something out you would've at the time. And not when you found out I made a complaint. Funny how you all responded back quickly to this making it seem like your being helpful.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is a noise on vehicle that I complained about when getting car and all they did was drive it around the block and said it was due to new tires. Took it to a shop they said something was wrong with it. I also discovered crack in the seat and there was no mats in the car. I called today and wanted to return car and they wouldn't said once off lot money lost

  Business response

  12/29/2022

  Business Response /* (1000, 5, 2022/08/23) */ Thank you for your business and opportunity resolve your concerns. Our contracting process is very transparent in pointing out that you should only sign your documents and take delivery if you are satisfied with the vehicle. We also have a delivery checklist that went over thoroughly at the time of delivery and is signed by you that states you were satisfied and that everything was working as designed. We do not install floor mats in all of our vehicles, if they come with them then we clean them and keep them in the vehicle, but if they do not come with them, we do not put them in. If something is wrong with you vehicle the first step is getting it in to our service department. Once we determine what is going on then we can determine what options there are with the repairs. Please contact our service department to schedule your visit at 469-789-5974. Consumer Response /* (3000, 7, 2022/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) No I don't accept the response because for one I advised them of The issue and not once did they take it to a mechanic two different people drove the car and said it was the new tires. This is unacceptable and I would like my money back. Business Response /* (4000, 9, 2022/08/31) */ Thank you for bringing the vehicle in for service and giving us the opportunity to diagnose your noise concern. Thankfully it was is a minor repair and it will be done at no charge to you. It was an issue that did have to be diagnosed by a mechanic, not something that a sales person or manager would have been able to diagnose. We really appreciate your patience! We know that having any issues with your new used vehicle can be frustrating. You have been great and we really appreciate you and your business!! Consumer Response /* (4200, 11, 2022/09/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I test drove the car there was numerous thing I told the car salesman that need to be looked at and he reassured me they would be fixed. For instance the car speaker is busted. The steering wheel transmission switch controls are gone and the holes where they go on the steering wheel is covered with black tape. That's what makes the car a SR and they are missing. Shift lock control button is gone. When I crank the car up it's very loud then idles down after like 30 seconds. The only thing they fixed was the wheel bearing and hubs. I was told everything else was cosmetic and couldn't be fixed by the manager but the salesman reassured me before I purchased the car they would be taken care of. Business Response /* (4000, 14, 2022/10/19) */ Your original concern was for a noise that has been taken care of at no charge to you. You stated you later that you discovered a crack in the seat and no floor mats. These concerns should have been brought up and documented on your delivery checklist but were not. As previously stated, we do not put floor mats in all vehicles. We have addressed every mechanical concern that you had with your vehicle. If there is a mechanical issue with the vehicle, we will gladly address it. Each time you respond to our response you are adding more and more issues, none of which were documented during your delivery process by you or your salesperson. Those same additional concerns have not been relayed to our service department. You have visited our service department one time on 8/31/22 and we addressed your noise concern, as well as the speaker concern. Since then, you have added other concerns but have not given us the opportunity to address them. We are happy to address any mechanical issues that are going on with your vehicle.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle a 2013 Ford Expedition about 2 years ago. In January I took it in for service and was told I needed a motor. They replaced the motor and charged $6500. In May I started noticing my fuel usage was off. A first I could fill up nd would get about 385 miles, now only getting about half of that. I called Auto Liquidators Service Department and explained my situation. I was told that was normal due to driving. I sent my vehicle to a Ford dealership and was told the fuel pump is out and the engine that was installed is no good. I took it back to Auto Liquidators and was told there's not a problem with my fuel pump and they want to do an oil consumption test on the engine.

  Business response

  09/27/2022

  Business Response /* (1000, 7, 2022/08/10) */ This vehicle was purchased on 01/21/2020 with XXXXX miles. It was brought to our service department in January of 2022 with 136,366 miles and per the customer, he took the vehicle to an outside shop that recommended the motor. We diagnosed it and confirmed it needed a motor. We replaced and installed the motor at that time for $4,804.62, as the vehicle was out of warranty. The vehicle returned in June of 2022 with the concern of the gas gauge not reading properly. We performed a full health scan and there were no pending, history, or current codes. We also tested the gauge with a scan tool and it was operating properly at the time. We recommended a fuel consumption test and oil change at this time and the customer refused. The vehicle returned to our service department on 7/19/22. The customer stated that he took the vehicle to Ford and they recommended an engine replacement. The vehicle was 5 quarts low in oil when we checked the vehicle in. We tested for leaks and found none. We recommended an oil consumption test at that time with the vehicle. The vehicle left with 145,670 miles and should return when it has 146,670 on it. We have not seen the vehicle or the customer since. We are more than willing to determine what is going on with the vehicle and give our recommendations, and even offer financing on repairs if any are needed, but we have to have the vehicle and the customers cooperation. There may also be other options available, but we need to determine what the issue with this vehicle is first. Please contact us at 469-798-5974 to schedule an appointment with our Service Department so we can get the ball rolling on getting your vehicle operational. Consumer Response /* (3000, 9, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I also explained to the service department that my gas consumption was way off When I purchased the vehicle i would fill it up and get 385 miles to empty. I go to fill up now only 112 miles to empty. My miles per gallon dropped from 14.5 miles per gallon to 5.8 per gallon. So now it's costing me about $300 a week in gas. The service department from Waxahachie Ford informed me that my fuel pump was out. The service department from Auto Liquidators told me this was normal. I asked since my motor was replaced what type of warranty did I get? I also asked if maybe they could put me in another vehicle, due to paying a payment, payments on the motor and gas plus constant repairs. Business Response /* (4000, 11, 2022/08/15) */ We addressed all of these concerns in the previous response. Again, we are more than happy to figure out what is going on with the vehicle, but have to have the vehicle and customers cooperation to perform the needed diagnosis. Once we know what is going on with the vehicle we can determine what options are available. Please contact our Service Department to schedule an appointment today 469-789-5974.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been paying on this vehicle since June 2020 never been late on any payments I had my credit score run an it's stated that I have open case with them but the score is 0 which means they haven't ran my scored every time I made payments which is wrong .. plus I never had problem with my car 3 weeks ago it stop running an they suppose to fix the issue they kept the car for 4 days the problem hasn't been fix .. they gave the car back the next day an I call them again to come get because it's still not working so I have t had my car for 3 weekends now I had pay to get around and they call me saying it's the motor I'm like that's not right 2 years motor lock up not check engine lights never was on y'all had my car for 4 days they told me it was battery had me paying them 255 dollars now they trying make me pay 6000 extra for motor that's wasn't never mess up till they was fixing it the first time I only had year left on this car I ask for loaner car they said no they don't do that I ask can they trade it give me another car because I don't think it's right I have pay for something that I didn't do had the car for 2 years never problems it went from them fixing the battery as they say till oh it's the motor an you have give us 3000 to get the car fix that's down payment for the motor I just feel very mistreated and they very rude to me calling asking is you going still make your payment which on June 25 for car I haven't drove in 3 weeks

  Business response

  08/12/2022

  Business Response /* (1000, 7, 2022/07/06) */ Thank you for this feedback. We have performed an internal investigation and we are reporting your payment history monthly to Transunion and Equifax. We have also looked into the service of your vehicle and it does need a motor. We are willing to finance this for you (at 0% interest) but will need half down to begin the repairs. As with many things since COVID, parts are taking much longer to get and are way more expensive. As with any finance company, the payments for the vehicle must be made regardless of the repair or operational status of the vehicle. The Service and Finance company are two different companies. We are here to help when given the opportunity. Please email Customer Care at [email protected] if you have any further questions.

• Initial Complaint

  05/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was having issues. I called and asked if my car still have warranty. The lady asked my and how many miles I have. I gave her the info and she stated that I was cutting it close. So I had my car towed in on 3/15/22. I didn't hear back from the til a few days later and they stated that I need a new engine. She gave me the quote and stated that I will need a oil change. I told her I already had an oil change a couple of days ago and she said since I'm getting a new engine I will need another one. So I gave them the authorization to do the repair work. I picked my car up on 4/8/22 and noticed it was damaged to my front fender. I went back in and asked what happen to my car and they stated it arrived like that. I told them no it did not. I called the tow truck company and the driver forward me the pics he took before loading my car up on bed. They said I need to file a complaint through there customer service. I emailed them on 4/11/22 and yet to get response. I was looking at my receipt for the repairs and I did have warranty. When I brought to their attention the service guy Angel said they wasn't gonna honor it because it wasn't any oil in the vehicle. I told him that's not true because I got an oil change 3/12/22 and I have proof. I never had a oil leak. They are charging me 4830 for the engine repair which 2415 I paid already . Warranty covers everything under the hood at 3600 miles. Time of work I had driven 3485. The money I paid for work should be applied to my car not and they should honor the warranty. It was said that the engine was new and it's not. My change engine soon light popped on and it has not been 3 months or I haven't driven the car 3000 miles. I told this to them and I'm not getting no where. I'm not trying to get over on anyone or looking for hand outs. I have to pay for this automobile and how it's going I don't know how long this car will be running.

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/19) */ Ms. *******' vehicle was purchased on 09-22-2020. The purchase included a 30 month or 30,000 mile warranty, which every comes first. At the time the vehicle was towed in for service it needed an engine. Ms. ******* had driven 34,845 miles. This exceeds the 30,000 miles for the wwarranty, therefore the repair was not covered under the warranty. She spoke with her account manager and approved the repairs and zero percent interest financing for the repairs. We are very transparent about the warranty terms and coverages during the contract process. Ms. ******* acknowledged the terms and coverages multiple times during the contract process verbally, in writing, and on a video. She did state that the front fender was damaged, so we conducted an internal review, and asked her to send us the condition report of the vehicle for her tow in, which she did. The condition report for the vehicle (which was taken by her tow service prior to the vehicle arriving at our location) shows that the damage was already there. We have been very transparent through the entire process and have helped in everyway possible to repair her vehicle and help her spread out the cost overtime. Consumer Response /* (3000, 7, 2022/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) If my warranty was up before I had the vehicle towed in I asked and the statement was made I was cutting it close. She pulled up my account so the info was there. Once again when I brought up the warranty again it was said my warranty was not gonna be acknowledged because there was no oil in the vehicle. I told him it was not true because I had an oil change days before. He made the statement to my son father that he believes his technician. I told him I have proof that oil was in the vehicle and all he said talk with corporate . In the meantime pay for something that was covered.This company has not been forth coming at all. If the warranty was up why was it mention on different occasions by two different the warranty was still in good standing. I'm not trying to get over or not pay what's due but at the same time if the warranty was still in good standing than acknowledged it. Business Response /* (4000, 9, 2022/05/23) */ When reviewing these types of situations, we have to rely on the paperwork. The paperwork is signed by all parties and is very clear and transparent about what is covered, what is not, and for how long the vehicle has coverage. Your vehicle was out of warranty. The warranty is handled by a third party company and the claim was denied because you were over on the mileage. Then the price for the repair was quoted and agreed to, as well as the initial payment needed from you to get the repair started. You agreed to all of these terms. We have been very honest and transparent about everything through the entire process and you have agreed to proceed each step of the way. We have conducted a full review of your contract and repair process and our policy was followed through out the process. We have done everything we can to help you through this process, including offering zero percent financing on the remainder of the repair cost. We will continue to help you will your service needs in the future and look forward to continuing to serve you. Thank you for your business!!

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a vehicle on 03/27/2021 and out of the 7 months I have been back and forth 6 times out of service for the same reason which was vehicle performance. My car was bouncing, jumping, and shaking and would not drive above 30/35 miles on the freeway. The engine light would come on constantly every 1500-2,000 miles even me having regular oil changes done each time I brought my vehicle in I was told, "it's nothing the battery wasn't connected to the terminal correctly" or "you just need back struts for the the shaking. Well here we go the 8th month and my car is yet still doing the same thing. So I have taken it to another licensed mechanic and their diagnosis was far more extreme $6800 extreme come to find out that the turbo charge system, engine, ac compressor, and the cram shaft needs to be replaced and it was stated "that for some time this is not a sudden problem". The Auto Liquidators Service Department lacked honesty and integrity in telling me the real issues of my vehicle to the point that issues. The engine was replaced twice within 2 months i haven't had my car in a total of 2 months from it being in and out the shop due to the repairs on it the lack of you guys service department overlooking the real issues at hand and hoping I would just go away. My first service was within 30 days of me purchasing the vehicle my second one was within 60 days as well as my third. My 4th and 5th times were within 4 months. I have asked several times for another vehicle or to be allowed out of my contract seeing that the car is not reliable. No one has returned my phone call on the matter but only continue to fix a vehicle that continues to break down. My anxiety is at an all time high. I'm scared that yet again the car will suddenly stop at ongoing traffic yet again for the third time. I refuse to continue putting my life in danger.

  Business response

  04/14/2022

  Business Response /* (1000, 13, 2022/03/19) */ We have addressed every concern on the vehicle at the time the concern was brought it. Vehicles are machines and they do break. When this occurs it is unfortunate for us and the consumer. Our Service Department is a service for our customers, not a profit center. We are not going to recommend service that is not necessary unlike many service shops. We corrected each issue as they occurred and did so at little to no cost to our customer. We strive to help our customers in any way possible, however in this case we were not given the opportunity to resolve the most recent concern, as the customer surrendered the vehicle via email. This account is no long active.

*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. ↩