ComplaintsforMerlex Auto Group

• Initial Complaint

  07/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February, 2023 my domestic partner, ***********************************, and I purchased a ******** *** *** from Merlex/Global Auto Group. Before the sale, we were told by the General Manager and salesman that we can schedule maintenance for the vehicle at their garage with their mechanic, Mo; not just for the fuse issues, but for all other maintenance going forward and that they sell on service and having it serviced through them would be more cost effective than any other garage. This was a big factor in choosing to buy from them. A few weeks after buying the car, the brakes began squeaking very loudly. Again, we could not get ahold of anyone to schedule service. We were always told someone will call us back, and never did. Constant run around. Finally, we get ***** number from an employee. **** is also a general manager. He told us that not only will he will schedule a time with Mo at their shop, but he will pay for the brake issues for our troubles. We go to the appointment scheduled, and no one knows about it. ** says theres no problem, but if we continue to hear squeaking to come back. We continue to hear squeaking and try to contact ****. Multiple weeks go by and sent multiple text messages, phone calls, voicemails, and messages left with other employees. Finally, we contact *****. We have text messages from her saying **** asked us to take it to another shop, call **** with the costs, and they will cover it. We get the invoice and call Merlex on July 1st while **** was working at the Merlex location. We sat on hold for over an hour until I decide to go there myself. When I get there, his employee **** says he knew I was coming and went to the global location and gave me the location he went to. When I get there, I meet with ******, the original sales person/GM. He said they dont handle service issues but the most hed be willing to write a check for $400, while the cost from the shop were $2,000. Multiple promises and arrangements were made, none were delivered

  Customer response

  07/11/2023

  ****************** 

  ****************************************;

  Temple Hills, MD 
  
  *****
  
  Merlex Auto Group 
  
  1105 N Glebe Rd 
  
  Arlington, VA 
  
  22201

  Business response

  08/25/2023

  To whom it may concern,

  Upon investigating this customer's complaint, we have noted that she purchased the vehicle "as-is" and opted for a 30-day/1,000-mile warranty that exclusively covers
  engine and transmission issues. The warranty explicitly excludes maintenance components such as brakes, tires, and rotors. We understand that the reported issue
  pertains to these components.

  While we are not legally obligated to provide assistance in this matter due to the nature of the warranty agreement, as a gesture of goodwill, we offered ********************
  a $400 check to cover the repair costs after providing her with dealer pricing at a service shop. We believed that this would be a fair resolution that takes into account
  her concerns.

  However, we acknowledge that ******************** has declined this offer. We respect her decision and understand that she may have different expectations regarding the
  scope of the warranty coverage/ 

  We are attaching "Exhibit A: Exclusive of Implied Warranty" to this response. This document waives the rights to the implied warranty that covers vehicles over 6 years
  old and with more than 60,000 miles. This document was acknowledged and signed by ******************** and witnessed by our dealership representative.

  Please feel free to reach out in case you have any further questions or concerns.

  Sincerely,

• Initial Complaint

  06/21/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Thursday June the 14th, 2023, I decided to a pay a visit to this dearlership becuase their intergrity did'nt fit me right with my sprit, so I decided to take a special trip to the dealership, as soon as I got there I notice everyone was layed back just wasnt professional at all. A prior incident happen I sent all my personal transactions through emails my pay stubs, social security number and personal information about my living arrangements, for the last 3 days I've been reaching out with no response, I hoping I don't get anytype of fraud on behalf of my personal business that these people took my information and never reach back out to me. I would like all my personal transaction and personal information mail back to me.

  Business response

  07/17/2023

  Hello,

  This customer never purchased a vehicle from our dealership. It seems they were applying for financing through our dealership and needed stipulations for approval. Unfortunately we were not able to come to an agreement on the deal and customer should have copies of everything sent over to us. We do not partake in any fraudulent activities here and the customer has been removed from our BDC system so they will not be contacted. All information relating to credit applications etc. has to stay on file with our dealership for at least 5 years per ****. 

• Initial Complaint

  05/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  t the begging of February, I started searching for another vehicle online when I came across a 2019 ******** *** ***, blue in color with over 100,000 miles listed for $24,777. The listing dealership which was Merlex auto group at ******************************, Arlington va *******. On February 23rd, 2023, I called the dealership, spoke with a salesperson by name Julian and made an appointment for Saturday the 25th of February 2023. I came in that morning at approximately 1030am and took care of all the necessary paperwork after seeing the vehicle and agreed on the listed price of $24,777 as advertised and promised a $3000 cash down payment. However, I couldn’t wait through the financing process due to my work schedule so i asked the salesperson (******) to call me once a good finance option is found and I will rush down. Sometime around 3 pm that day I started calling but no one answered my calls, it was around 1919hrs I received a text message from a ###-###-#### which I believed was from one of the sales guys stating that my sales person had travelled but if I wanted to come in on the following Monday at 1015 am he could help me, that was when I also asked in my text to him that what happened to my paperwork? On Monday the 26th of feb 2023, I arrived at the dealership but there was no one to help me until I proceeded to walk out the door and met a manager by name *******. this manager decided to help me but during the financing part he said he couldn’t get a bank to help me, so he asked if I had a credit union which I answered yes. He then asked me to open my app on my phone and without telling me he was applying for more than the advertised price of the vehicle of $24, 777 but rather put in $36,000 amount. Mind you, I had previously processed paper on the 25th for $24,777 for the same vehicle but this ******* guy decided to overcharge me by almost $10,000. My bank approved the amount but when I found out about the change in price, ******* told me it included everything and a special inspection through a third party. This salesperson then drove with me in my personal vehicle to the bank to pick the check. Back at the dealership ******* demanded extra $3000 as down payment which I declined so he crossed it out on his deal sheet and told me I will have to have the vehicle inspected in Maryland and pick up my hard Tags whenever I was ready. Thereafter, all efforts to reach ******* failed until I came to the dealership and got another number to contact him. I called him twice on the new number given me and each time he hanged up on me. When I also tried to pick my tags after I received a call from the dealership, I was told I did not pay any taxes so they cannot help me after paying $36,000 for a vehicle listed under $25,000 which I had previously processed paperwork for within the same company. I have been at the dealership for more than three times since I bought the 2019 Mercedes GLS and each time did not come to a resolution, my last time at the dealership, the so called ******* told me there was no parking for me at the dealership but to go down one block to find parking before coming back there. After driving for 15min without finding parking I had to leave. On May 9, 2023, I sent a text message to the mangers of the company requesting my tittle for the said vehicle I had purchased and paid for but received a text back saying no tittle will be sent to me if am not coming there to pick it. My question is how much do I owe them to hold or confiscate my tittle? against my will. also why will I be told by the ******* to have a Maryland inspection and pick up my tags and never have them? This is not the first time I have purchased a vehicle from Virginia so it’s a little surprising to me, looking at the companies reviews just for February this year was really disappointing, same complaints. Honestly speaking the vehicle, I purchased is sitting in my Garage with expired tags as of the 27th of March 2023 and the dealership has sized or refused to send me my Tittle as well. I am currently looking for a lawyer in the va area to file a lawsuit for them depriving me of my vehicle registration and tittle.

  Business response

  07/10/2023

  To whom it may concern,

  This customer came into our dealership and bought a vehicle "as is," and all pricing numbers were agreed-upon at the time of sale. This information was clearly indicated in the buyer's order, which was signed and acknowledged by the customer and witnessed by our dealership representative. The buyer's order also contains a comprehensive breakdown of the sale, including the terms and conditions agreed upon. Please see exhibit A. This exhibit shows the signed Buyers order with the pricing details.

  Regarding the title work, it has been finalized and was ready for pick up prior to the customers paper tags expiring. We have made repeated attempts to inform the customer about the availability of his title work.

  Please feel free to reach out in case you have any further questions or concerns.

  ***************************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a car with a bad engine contacted dealer. ****** said tow it to his shop. Then stopped responding.

  Business response

  04/28/2023

  To whom it may concern,  

  This customer came into our dealership and purchased the vehicle As-Is. Unique Auto Import provided an extended warranty free of charge to the customer. Unique Auto Import is not obligated to make any repairs outside of what the warranty stipulates. Please see exhibit A which is showing the acknowledgement of the As-Is sale. This was signed by the customer and witnessed by our dealer Rep. 
  
  Please see exhibit B, which is the We Owe form and buyer's guide which also states that the vehicle was sold As-Is. This was signed and acknowledged by the customer and witnessed by our dealer Rep. 
  
  Please see exhibit C, which is the waiver for service contract. This shows that the customer was not charged for an extended warranty and it was given to him complementary free of charge ($0.00 contract price). At Unique Auto Import we try to protect our customer's vehicles to the best of our ability and decided to give him the warranty even after he decided not to purchase one knowing he was buying a used luxury vehicle over 10 years old and over 100,000 miles. This was also signed and acknowledged by the customer and witnessed by our dealer Rep. 
  
  Thank you for your time. Please do not hesitate to contact us with any further concerns or questions.

  ***************************

  Customer response

  05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  You can clearly see the service contract was paid for separately. As in the item shown I my submission item. There is an additional charge that I have circled on my second item submitted. This just shows the dealerships intentions to continue to deceive the customer. They operate with no customer service. They continue to try use hard working customers as tools on how to beat the system. This has to stop Virginia has to protect customers. If this is allowed to continue no telling how many people lives will be affected. These times people need honest business practices. This is a travesty a miss justice. Please I’m a **** **** Dad of 2.

  Regards,
  
  *****************************

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was drawn to this 2015 ***** solely because it was a one of kind in the area, but most of all for the price of $29,966.00, I called to see if it was still available, and yes it was. I went out the very next day and put a deposit of $500 to hold until the following week. I went back and purchased the vehicle on 3/9/23, I presented a 20k check from ******* to finance, plus $500 deposit, and a credit of $2,500 VA discount, those two are nowhere to be found. I ended up paying a total of $15,968.72 deducted from my ******* checking account, things were moving so fast and I was anxious about acquiring the vehicle that I didnt pay full attention to what I was doing, I was very tired after a long day with them, I got there at 1030 and waited and waited continually for the manager , I did not leave until 4pm that evening, wondering all the while, what was going on. I am a 90% disabled ******* veteran (PTSD) and I feel cheated because I went with good faith from my initial chats. I have calculated things and it appears that I have been overcharged by 2500-3000. The same exact car that I have already purchased is being advertised today on ********** for $24,999.00. The vehicle should have sold to me for 29,966 as advertised and not $35,968.72. I have a paper trail of numerous (10 or more) text messages where it appears that the manager has refused to address my concerns, he has never responded. Please help or advise further. Thank you,**************************

  Business response

  04/03/2023

  To whom it may concern,

       In regards to the attached complaint, this customer came into our dealership and purchased the vehicle AS-IS. The total sale price of the vehicle including tax title and fees was explained to the customer prior to signing all paperwork and prior to the customer wiring us over $15,000 in down payment and giving us a check from **** ******* for $20,000. It does not make sense for somebody to send $15,000 and not know what is the total sale of the vehicle being purchased. Please see attached Purchase order showing complete breakdown of the sale which was signed and acknowledged by the customer and witnessed by our dealership representative. Also please see attached AKNOWLEDGEMENT OF PURCHASE PRICE, Stating " I have been explained Line by Line all the purchasing numbers, sales price, amicable fees which relate to the purchase of his vehicle" this document is another one of the many documents the client has signed showing the purchase price and complete breakdown of the sale! 

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2016 ********* from Merlex auto group in the beginning of December. After going back and forth over the phone I finally decided to drive almost an hour and half to purchase the vehicle. Upon arrival, was very confusing on who my sales representative was. Once I found the gentleman I had been talking with brought me to the truck for a test drive. Truck is great. We go inside to talk numbers. My monthly payment that we narrowed down to was around $375-$400. After sitting with manager, my payment s were gonna be $525. I ask how. Told me that there is a certification charge of $4995 that was added to the truck. Was not explained to me on the phone and there's no mention of this certification charge on the website. Almost walked away from deal. Manager decided to take off some of the certification fee. I decided to buy the truck. Learned that I needed to take my trade in to ****** to get a legitimate quote or value. $3800 for trade. Problem with my title. Had to have a lein release letter sent. They kept my truck. I drove home with new truck. Lein release was mailed. Merlex said I needed to drive down to sign title. And collect trade in money. Drive down again. Manager said all he had was $2800. I let it go. Was very surprised. Couple weeks pass, my temporary tags had expired. Merlex Auto group charged me for tags, title processing, and taxes. I called them. No answer. Called about 20 times over a three day period. Finally, a new person answered and took over getting my tags done. Agreed that I will take care of MVA and pay for tags. They said they would reimburse me. Weeks go buy,. No check in the mail. I call and call them. A new person answers and says who I was talking to is not available and how he can help me. Explained everything to him. Told me that they can't send a check and that I need to drive down there again. Also mileage was incorrect from advertisement.Worst experience ever.

  Business response

  03/14/2023

  To whom it may concern,

  This customer came into our dealership and purchased the vehicle AS-IS.

  All figures of the sale, including purchase price, dealer fees, tags and title were explained to the customer prior to vehicle purchase. 

  Please see Exhibit A- Showing Purchase Order and complete price breakdown at the time of sale, signed and acknowledged by the customer and witnessed by our dealship rep!

  As far as the tag reimbursement for the vehicle, I have contacted the client many times and let him know to pick up the reimbursement check for the tags, the customer states he does not want to drive to Merlex, so I have mailed his check out to him for $161 ( tag reimbursement ) and an additional $200 as a goodwill gesture from our dealership for the inconvenience the customer has faced ( copy of check and tracking attached ) ! Please let me know if you have any questions or concerns!

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 7th 2022, I purchased a 2019 ***** ********** *** from Merlex Auto Group. I signed the papers for it but didn’t get the car yet. On December 8th the dealership said they needed to do a vehicle inspection for it. They took the vehicle to a ***** gas station in Pineridge. The inspection was completed and passed on 11:16am, but they didn’t bring the car back until late at night. Once they came back they told me I needed catalytic converters on it because they were missing. But, they still passed the inspection and they didn’t mention the catalytic converters or that the vehicle would fail inspection until AFTER the purchase process was complete. At first I thought the car’s limited warranties would cover it so I took it to ****** automotive services in Springfield, Va. on December 13th. They told me they couldn’t because the cats were purposely removed and that it was questionable for them to sell a vehicle with no cats. I decided to talk to Fairfax state trooper and meet up with him to pineridge she’ll to talk to the inspector. He said the catalytic converters were there when he inspected it which no raised to even more suspicion. I told the dealership I wanted it fixed free of charge and I’ll be satisfied. They said they couldn’t do anything because they sold it “as is” I told them I want to return the car. They said they couldn’t. So I said I’d file a lawsuit, they said they’ll do it. Today they called me telling me that they just about put the cats on there and wanted to pay $1500 deduction. I got furious and told them I wanted free of charge, but they said that we originally agreed that I paid the deduction. I did not I said, free of charge or lawsuit. They said they can’t help so i am now currently figuring out my plan in this. I recently filed a complaint Virginia office of attorney general and they said that they are in violation of a law that states that vehicles will be inspected PRIOR to selling.

  Business response

  01/31/2023

  Hello,

       This matter has already been settled with the client. Merlex Auto paid $3,800 towards exhaust repairs on *****************'s vehicle and all parties came to an agreement and customer was satisfied! Please let me know if you have any questions!

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In August/September of 2022, this business (sales person: ******, last name maybe ******) promised me that I can put down $500 for a car and get it back regardless. I put it down and quickly changed my mind so I wanted it back. Then after the sales person refused to do so, I called and the manager claimed to send me a check back. Because the check requires signature, I have never received it as I don't stay home all day. I asked ****** to send another check that does not require signature back so that I can receive it, he refused again. I will call the business again, but I do hope that BBB can help to get my money back to me. Thank you.

  Business response

  01/19/2023

  To whom it may concern,

  
  This matter has been resolved. Funds have been returned to customer.
  Thank you.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from the Merlex Auto Group on 12/2/22. I paid with a check from my credit union and signed all the required documents to complete the purchase. While walking to the car to get in, I noticed a dent on the side of the car which was not disclosed. ******* (the salesman) did not notice the dent until I pointed it out to him. I told him I wanted the dent removed. He went and spoke with his manager and reported they would reach out to someone who does work for them and get the dent removed. He contacted me on 12/5 with an appointment for 12/6. I went to the appointment and after the work was completed, I was asked for payment. I explained the dealership would be responsible for the payment. He called the dealership and relayed the message to me that ******* stated I would be paying for the service. After going back and forth, the guy said he would take it up with the dealership. I took the car for MD inspection a few days later and it failed. I called the dealership and they told me I would be responsible for the repairs. On the day the car was purchased, I specifically asked ******* if they would be responsible for the repairs if the car failed inspection which he said they would. He also said this car is practically new, so you will be fine. The car still had the original warranty so I was able to get the repairs done and it passed inspection. On 12/23, I was told by Merlex Auto Group to take the inspection paperwork to ****** **** in MD (their other location) to get my hard tags. On 12/27, the person who issues the tags was not there. On 12/28, I was told to text a picture of the inspection paperwork and I would be able to pick up the tags. On 12/29, I received a call stating Merlex instructed them not to issue the hard tags until I zelle the guy that fixed the dent $200, which has nothing to do with the sale of the car. They are withholding my tags until I pay the guy and my tags will expire on 1/2/23.

  Business response

  01/12/2023

  To Whom it May Concern,
  
  In regards to the above mentioned Complaint, customer came into our dealership and purchased Vehicle  AS-IS.
  
  Please see “ Exhibit A “ Showing Acknowledgement of AS-IS Sale, Stating Vehicle Was sold AS-IS, With no Faults covered under any Dealer Warranty, Which was Signed and Acknowledged by the Customer and Witnessed by our Dealership Rep!
  
  Please see “ Exhibit B “ Showing WE OWE Document, Stating Vehicle Was sold AS-IS, and Any Verbal Agreements not In Writing Will Not Be Honored, Which was Signed and Acknowledged by the Customer and Witnessed by our Dealership Rep!
  
  Please see “ Exhibit C “ Showing Emissions and Inspections Agreement, Stating Vehicle Was sold In Virginia and We only Provide VA Inspection, Customer Understands they are responsible for getting their MD Inspection, Which was Signed and Acknowledged by the Customer and Witnessed by our Dealership Rep!
  
  As far as the Tags, We have verbally advised ** *** many times that the hard plates are ready at Merlex Auto Group and she can pick them up during business hours!
  

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 ****** ****** August 6, 2022 financed through ******* ***.To date I can not drive my car because I have no tags, it's been four months. They said owed $500 for the down payment which wasn't true, I wanted my tags so I paid it on Nov, 14, 2022 and was promised my tags would be placed in next day mail. My car came with no interior rugs which they also promised to mail, my symbol letters are missing off the back of my tailgate, they also promised to mail those and pay a dealer to assemble them.I can not drive my car to work because my temporary tag has been expired but yet I have to pay my monthly payment to ************ I'm paying for transportation to and from work, I'm a fulltime college student as well. I want $1,000 refunded for my inconvenience of not being able to drive my car and get to work

  Business response

  01/12/2023

  To whom it may concern,

  ************************* Tags were delayed because of the balance owed on the vehicle. Once that was paid in November we submitted all documentation to NJ DMV to process the tags, at this point everything has been completed on our end, we are just waiting on NJ DMV, as they are backed up. Unfortunately we can not issue any more temporary tags because they were maxed out during the time she failed to pay the remaining balance on the vehicle. 

*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. ↩