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:02/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 2019 ********** Atlas from Strategic Auto Group in ******* on August 23, 2023. The car was missing two pieces on the back bumper and ***, the sales person I have delt with from point of purchase has been giving me nothing but a run around for why he hasn't been able to replace the parts he promised me both verbally and contractually when I bought the car. We are going on 6+ months with no resolution. He was able to replace one of the two parts, but has not been able to replace the last missing part. I have verification through text messages that he had the parts. I showed up to the dealership unannounced to get the parts replaced because he is not very good with communication and I shouldn't be the one chasing him to get my parts replaced. When I popped up to the dealership, he was with another customer and instead of me getting out of my car, he walked up to the passenger window and explained that he did NOT have both parts. I was confused and questioning why he would lie about having them if he did in fact not have them.. It has been another 3-4 weeks with no contact from *** after he again told me he would contact dealership to see if and when we could have things fixed and handled. I am contacting the BBB because this business is very difficult and unethical to deal with. I understand cosmetic fixes are minor, but it's the principle and the run around I keep getting from this sales person that is making me so upset. After being forced to leave a positive ****** review October 2023, I have since deleted my review as I want others, especially females to be aware of the nonchalant services you will most likely also experience.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a 2017 ***** Pilot EX-L Sport for $19,400 cash from *** at Strategic Auto Group on April 29th 2023. *** advertised the car with "a clean title" and that it "Runs and Drive Perfectly and Passed State Inspection". When talking with *** he told us numerous times it didn't have any damage and that it was a great car. My husband test drove it and he noticed that it shook a little when driving, my husband brought that up to *** and he reassured us that it was only the struts. My husband and I went ahead and purchased the car because *** had promised to fix the car, which at the time we only believed was a strut issue. After we purchased the car we took it to our mechanic to look over it and replace the struts. The mechanic then told us that there were multiple other more serious issues with the car that could jeopardize the integrity of the car these include having to replace; subframe, struts, control arm, engine mount, sub frame front suspension, wheel hub and stiffener front sub frame. We were quotes over $6,000 to get these damages fixed. I then called *** and explained to him everything that our mechanic had told us "he is used to this all the time" and "as far as subframe or the crossmember having undercarriage damage, thats nothing new. It's only really critical when it's broken or cracked or snapped in half". He told us that we could bring it back to him but that he would only replace the struts. We told him we wanted to get a second opinion. We then sent it to a bodyshop mechanic that rebuilds cars as a living. He called and told us that everything the previous mechanic told us was true but there was even more extensive damage. He told us he would also have to replace the; radiator core support, rear floor brace, gas tank and gas supports. My husband then called *** and asked him if he would buy the car back and we could get the money we payed for the car back. *** refused and was very aggressive on the phone with my husband.

  Business Response

  Date: 08/22/2023

  The vehicle, like all USED vehicles we sell are AS-IS without Warranty. They drove from ******** to buy the vehicle in ******* *****. Upon thier test drive, Husband suspects one of the shocks/struts are bad. We told them if they were to purchase the vehicle, if they wanted a new Strut/shock we will ship one to them for free. They never reached back out to us. 4 months later, we are told the car has massive undercarriage damage. If that were the case, it would have been noticed at the time of purchase and you would not be able to drive it back home nonetheless for 4 months. They insisted we purchase the car back and that there is no other resolution they would be satisfied with. Although we sell used vehicles as-is without warranty, for the sake of customer satisfiaction we don't mind assisting with repairs if it was sold to them in that condition.