ComplaintsforAutoheaven, Inc.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  06/27/2022 BBB dispute letter Dear Better Business Bureau,I am writing to report a deeply concerning experience I had with a car dealership that has left me feeling cheated and frustrated. On June 27th, 2022, I purchased a *** **** ****** from Auto Heaven. However, since then, I have faced a multitude of issues with the car. It has become clear to me that this dealership is untrustworthy and lacks integrity. Not only did they sell me a car with significant issues, but they also showed no concern for my well-being as a customer. The list of things I've had to maintenence on this car is as follows :- brake pads - rotors - inner and outer tire rods - Door Lock Actuator (both front doors)- suspension seized (see attachment)I reached out to the dealership to express my concerns and ask for assistance, but was met with a dismissive and unhelpful attitude. In fact, the dealership's representatives were incredibly unprofessional, and at times even rude, in their responses to me. I am deeply disappointed by this experience and hope that I can be reimbursed for the maintenance done on this vehicle within the fist year of purchase. The Better Business Bureau should investigate this dealership and hold them accountable for their actions. I believe that it is important for consumers to feel safe and confident when making purchases, and this dealership has shown that they are not to be trusted. Thank you for your attention to this matter.

  Business response

  07/20/2023

  ** ***************************** did purchase a 2013 *** ***** from Autoheaven Inc, AS IS without a warranty agreement on June 27th, 2022. We are very sorry that *************** feels that way about his experience with our business. On June 27th, 2022 before *************** left our business with his new vehicle, the 2013 *** ***** had new rotors and pads installed as well as *************** was granted a discount. Later on he contacted us that he had an issue with the lock actuator, to what he was offered to return the vehicle for a full refund or we could give him an extra discount. *************** said he wasn't interested in returning the vehicle and accepted the discount for the lock actuators. Our customers satisfaction is very important to us and if *************** needs help with the maintenance for his vehicle we can definitely assist him.

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband purchased a vehicle from this dealership on April 7. When we got it home, we took it to a state inspector to get licensed in our state. They found extensive rust and rot in the frame, holes completed rusted through, one of the gas tank straps glued in place instead of welded and painted over, massive rust holes in the suspension mounts, and that the evap system was just sitting on the rear differential. In places the rust holes appeared to be filled or covered over. Two body shops stated that it would never pass inspection in MD and should never have passed inspection in VA. It is unsafe to drive. I have contacted the dealership 5 times in the last week, left messages, and emailed additional information at their request. I have been repeatedly told that someone "might" contact me. Most recently I was told I needed to bring in the vehicle before they would discuss any options. I told them I have a note from a mechanic that the vehicle is not safe to drive and I wanted to talk before I risk my life driving it 2 hours to their bodyshop. They said they might or might not call me. They have not called.

  Business response

  05/15/2023

  From: ******************************* <autoheavenva@**************>
  Date: Mon, May 15, 2023 at 12:59 PM
  Subject: Complaint ID ********; ***************************
  To: <************************************>
  
  Dear Dispute Resolution Team,
  
  We contacted ************** and ************* on 4/22/2023 and came to an agreement with them. Their request was satisfied on 4/24/2023. Our customer's satisfaction is our number one priority.
  Please find the Goodwill Agreement attached below.
  
  Thank you,
  *******************************
  

  
  

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dealer made promises and made business transactions out of sequence. They had me pay for a car unseen and promises to have it delivered, could not deliver it, had me take an Uber costing over $100 to pick it up. Then it had major defects. Upon driving the vehicle back twice for repairs. Repairs were still unsatisfactory. They refuse to offer me a refund on the **** saying they spent money to fix it, even though they were supposed to let me drive it before that the car was paid for, and had me sign document, stating as such that I drove it and inspected it when I hadn't . Car had major defects, most important manifold and exhaust, which were poorly repaired by them. The inspector in ******* said it wasn't even welded, rather mud was used.

  Business response

  03/07/2023

  From: ******************************* <**********************************>
  Date: Tue, Mar 7, 2023 at 12:30 PM
  Subject: Complaint ID ********; *********************
  To: <****************@mybbb.org>
  
  Dear Resolution Team,
  
   **. ********************* did purchase a 2016 ******* ******* (VIN:*****************) from Autoheaven Inc on October 21st, 2022. The car was sold AS IS without any warranty in between **. ********************* and Autoheaven Inc. The vehicle had a recent Virginia Safety Inspection 
  dated 09/09/2022 that was performed by a certified third party facility. 
   **. ********************* was offered on multiple occasions to come test drive the car prior to the purchase of the vehicle but he stated that he doesn't have time. ************ made the choice to proceed with the purchase sight unseen. He was mailed the paperwork, he signed it and mailed it back. ************ asked us if we could deliver the vehicle and we told him that we could. He said he needed the vehicle by a certain time frame and if we can't deliver it in the time frame he would come pick it up. Since the paperwork was finalized on Friday, October 21st we posted the vehicle for delivery on Saturday, October 22nd in the morning. Unfortunately, no drivers were available over the weekend and ************ contacted us on Sunday, October 23rd that he needs the vehicle to what we told him that the car was parked in front of our dealership and we told him the location of the key for the vehicle and that he can pick it up since we won't be able to deliver it till Monday, October 24th in the evening. 
   A couple of days later ************ complained to a noise that the vehicle made, since the purchase was sight unseen we offered for him to bring it back to our service department and check it for him. 
  He was offered a loaner car while we took care of his concerns even if the vehicle was sold AS IS and nothing was promised to ************. We have receipts of all the work performed on the vehicle and can provide them upon request. ************ hasn't contacted us since he got the vehicle back and if he had any issues he should've contacted us since the parts were under warranty.
  ************ was in the office a couple of times and didn't request a refund for his Uber until later on.
  Our customer's satisfaction is our number one priority and we tried to do our best to make sure  ************ was happy.
  
  Thank you,
  *******************************
  Autoheaven Inc
  

  Customer response

  03/13/2023

  [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:

  the facts regarding this transaction are in error. First, upon each communication i requested reimbursement for the ****, as I was promised. I have written text proof as such! Second, I was not offered a chance to drive the vehicle. I told the dealer that my previous car was totaled and undeliverable and that I needed a vehicle asap, and that is why the dealer offered free delivery. When the delivery was canceled the dealer arranged to leave a key so that I could pickup late in evening in weekend. I then drove the vehicle and discovered the defects on the weekend and immediately notified the dealer. The sale papers were not even signed until I brought the vehicle back for repair/diagnostic, and that was the first occasion that I reminded them about the Uber reimbursement and they said they would have a check ready when I returned next. Incidentally, the car was not advertised as as is and I only found out tha when I had already taken delivery by pickup and found out when I signed the papers days later. 
  the dealer is also stating I should have brought to his attention regarding the repairs under warranty however he either ignored my last messages or blocked them. Again, I have written text as to him being unresponsive. 
  

  I request full remedy 
  
  Regards,
  
  *********************

  Business response

  03/23/2023

  From: ******************************* <**********************************>
  Date: Wed, Mar 22, 2023 at 3:55 PM
  Subject: Re: Complaint ID ********; *********************
  To: <**************@mybbb.org>
  
  Dear Resolution Team,
  
  ** ********************* returned the signed purchase paperwork via email on 10/21/22 but picked up the car 10/23/22. We redid the sale paperwork again once *********** was in the office since the scanned documents submitted weren't of the best quality.  *********** was also notified that our vehicles are sold AS IS and with no warranty. The paperwork was sent to him with all the information in regards to the vehicle, including the buyer's order that states that the vehicle was sold AS IS. Please find attached copies of the signed paperwork that *********** emailed us. At the time of the sale, the vehicle had a recent Virginia Safety Inspection Sticker on it and had no issues with it. We did our best to please *********** and took care of all his concerns he had at the time, even when he finalized the purchase sight unseen. We value *********** as a customer and we made sure he had a free loaner car while we were taking care of his concerns.
  
  Thank you,
  ******* *************** 
  Autoheaven Inc

  Customer response

  03/23/2023

  [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: the seller did not even address my complaint in most recent response!!! My complaint requested reimbursement for ****! In first response he denied that I made timely request. In second response he did not even address. Attached are messages requesting reimbursement to 2 different agents at business 
  
  Regards,
  
  *********************
  

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AutoHeaven, Inc. is a dishonest business and is breaking the law. They sold to me does not pass emissions, and they knew it and didn't disclose. On 11/6/2022 I traveled from WI to VA. On 11/7/2022 I went to AutoHeaven, Inc., Chantilly, VA, at 10am and purchased a 2012 ***** ****. The salesperson was Claudia. The dealership's tech was Sergei. I started my drive back home approximately 11:30am After 100ish miles of driving the Check Engine Light came on. I stopped at an ******** **** ***** on the route and they read the code for me: Permanent ***** & *****, which are the codes for bad catalytic converter readings. Permanent means they were stored in the OBDII system prior to me driving the car and someone cleared the CEL to hide it. I was too far from VA to turn around at this point, so I continued home. I have had the car checked by a mechanic and the catalytic converters are diagnosed as bad, and it won't pass WI emissions without repairs. On 11/18/2022, I made several calls to AutoHeaven. I finally get "Niko" on the phone. He first denies the problem. After expressing knowledge of how emission CELs work, he finally admits that AutoHeaven had taken the car for testing for VA emission inspection twice, and it did not pass either time. AutoHeaven did not disclose the car failed to pass Virginia emissions testing. From November 18th to November 29th there were various phone calls with "Niko" arguing their unlawfully selling a car that did not pass emissions. AutoHeaven refused to pay any more than a $200 refund from the car purchase. AutoHeaven, Inc. is selling used cars that do not pass emissions in Fairfax County, VA which is a county that requires emissions inspections for vehicles. They are not disclosing this information to customers. I am stuck with $4000 in repairs on a $9000 vehicle because of their law breaking and dishonesty. AutoHeaven should pay for the repairs of this vehicle.

  Business response

  12/06/2022

  From: serghei m************** <autoheavenva@************>
  Date: Mon, Dec 5, 2022 at 5:35 PM
  Subject: Complaint ID ********; *****************************
  To: <***********@mybbb.org>
  
  Dear Dispute Resolution Team Leader,
  
   ******************* did purchase a 2012 ***** ****(VIN:*****************) from Autoheaven Inc. The car was sold AS IS and we weren't aware of any issues with the catalytic convertors. The car passed Virginia Safety Inspection at a third party facility and had the emission test performed but due to the OBD Monitor not being ready it couldn't be completed. The vehicle was driven by our service department for over 50 miles and it still wasn't ready. The results were placed and were present on the dashboard of the vehicle next to the Buyers Guide on the day of the sale. Everything known was disclosed to ******************* and the original emissions paperwork was placed in the vehicle.
   We have copies of the signed paperwork by ******************* which includes the Buyer's Order and the Buyer's Guide which explains that the car is sold AS IS and there is no warranty included. However, we provided ******************* with a 3 month powertrain third party extended warranty at his request since he had a long way till home. 
  Our employee Nicu, never told ** ********* that the car did not pass emissions. He informed ******************* that the car was taken to test twice and both times the OBD Monitors weren't ready, then he shared with the customer that there can be multiple causes for why the OBD Monitors weren't reading to which ******************* accused him of being dishonest. 
  ** ******** never requested to return the car, our customer's satisfaction is our number one priority, that's why to *********************** requests we offered him $200 towards any needed repairs.
  
  Thank you,
  Serghei M***********
  Autoheaven INC

• Initial Complaint

  11/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Transaction of vehicle was on 6/19/2022, purchased a 2013 ***** from AutoHeavan INC. The car had a 3 month extended warranty. The AC/Transmisión went out within 2 weeks of purchase. It was taken to the auto shop referred to by the dealership. We have not seen the car since… The dealership is saying we have to call the warranty and say the car is ready so they can receive the money to fix the car.. but that is a lie because the car is not ready. They dealership is also claiming now that they didn’t know they had the car, the employee who was assisting is no longer with the company and they don’t know anything about the car. The car is financed and I have been paying for a car for 6 months that I have only driven for 2 weeks. I have not made the last 2 payments in the car. I have contacted my attorney and had demand letters sent to both dealership and West Lake the finance company, I have also filed a formal complaint with the attorney general. I am asking for assistance to make sure my credit is not impacted during the resolution of this case.

  Business response

  11/28/2022

  From: ******************************* <**********************************>
  Date: Sat, Nov 26, 2022 at 10:41 AM
  Subject: Complaint ID ******** *********************************
  To: ************************************ <************************************>
  
  
  Dear Dispute Resolution Team Leader,
  
  ************************ did purchase a 2013 ********** ***** from us and as a part of the deal we provided him with a 3 month third party warranty. He had some issues with the AC a couple of weeks later and one of our former employees referred ** ********** to a mechanic shop to help him. He made further arrangements with the shop directly. We did not know the car was still in the shop, till they reached out to us to pick it up since they couldn't get a hold of the customer. ** ********** didn't reach out to us via phone or email. We tried reaching him out on multiple occasions to assist him and find out what happened but he never returned our calls. Our customers' satisfaction is our number one priority and even if the car was sold AS IS, we are willing to take the car back and pay off  Mr ************* loan and refund him in full. 
  
  Thank you,
  *******************************
  Autoheaven INC
  ************

  Customer response

  12/07/2022

  [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: The original down payment I paid to AutoHaven was for $1,600, not $1,000 which AutoHaven wrote in the Bill of Sale on the day of purchase. I believe it is fair that I receive reimbursement for the payments I made to the finance company, totaling $1,137.83. As AutoHaven will be keeping the car, they should be responsible to make me whole for what I have paid in total for the car. Please see attachments for support of claims.
  
  Regards,
  
  *********************************
  

  Business response

  01/10/2023

  January 5, 2023 
  In reply to your letter, ref your complaint #**** ****, * ********** (complainant), following is noted: 
  (1) ********** purchased the vehicle (2013 ** *****; VIN: ***** ***** ***** **), on/about June 16, 2022, from Autoheaven, Inc (Autoheaven; a Virginia corporation and Virginia car dealer), with a down payment of $1000, as appearing on the Buyer's Order, balance of purchase price financed by ******** ********* (Autoheaven states that **********'s signed the purchase documentation in Serbian, explaining why the signatures appear to differ from the printed name appearing on the purchase documentation); 
  (2) His purchase of the ** was AS IS, as indicated by both the Buyer's Order and Buyer's Guide; 
  (3) In Virginia, the standard of care for an AS IS purchase of a previously-owned vehicle is that, 
  prior to retail purchase, the vehicle either passed Virginia safety inspection (with a windshield sticker so indicating), or did not pass with reasons for failure disclosed (in writing) to purchaser; 
  (4) In Virginia, no warranties, explicit or implied, attached to an AS IS purchase of a vehicle; 
  (5) **********'s purchase included a 3-month extended warranty, issued by a 3d-party. 
  Sometime subsequent to purchase, ********** complained to Autoheaven about some problem (or problems?) with the ** (involving the automatic transmission?), and returned the ** to Autoheaven, where he parked and left it. Autoheaven understands that, subsequent to leaving the ** at Autoheaven and before Autoheaven could return the ** to **********, as the owner, ******** re-possessed the *** In Virginia, the automatic transmission is not part of the safety inspection. While any problem with the transmission might have been included in the 3-month extended warranty that was part of **********'s purchase (typically, a warranty on the power-train of stated duration), Autoheaven does not know if ********** pursued a warranty claim, and the initiative to do so would have been incumbent on **********, and definitely not on Autoheaven. 
  Autoheaven initially offered to refund the down payment ($1000) to ********** only to resolve the matter as expeditiously as possible. Because **********'s purchase was AS IS, Autoheaven owes no obligation to ********** for either his down payment or the amount that he paid to the lender (ie, ********) prior to re-possession of the **, re-possession assumed to have been a consequence of the **********'s actions. 
  Because ********** is presently suing Autoheaven (complaint initially filed in the General District Court for Prince William County, moved to the General District Court for Loudoun County pursuant to grant of a venue motion on January 3), Autoheaven has withdrawn any settlement offer previously extended to **********. 
  For your convenience, documentation for **********'s purchase accompanies. 
  ur 
  * * ****** 
  (counsel for Autoheaven,

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2006 ******* *** from this dealer sight unseen i asked for details pictures some videos everything I was sent was low quality and hid a lot of issues I paid a deposit to hold the car while paper work was sent it receive the papers filled them out sent them back at this point about a month passed with excuse after excuse where the pictures I request were more excuses so on December 29 in was told if I didnt pay for the car that day they would sell it on so I paid in didnt wanna lose the car and they assured me the car was 100% so I tell them service and detail the car send it so 2 more months go now its feb 8 the car showed up I was told nothing about the car being shipped. The gets here its starts and runs but the engine is knocking not drivable I park the car its wasnt serviced gas is empty and the car was dirty only vacummed has body damage electrical issues no radio working random wires hanging out airbag module on the floor rear air vents removed on the floor trans grinds bad going into reverse clutch isnt so good either... I call the next day explained what was going on and i got more lies also before the car was shipped they agreed to send back **** to fix the check engine light has a misfire and fans didnt work. I told them I only wanted the engine fixed. I told them pick the car up fix it there that was a no so I said pay me 5k ill have it fixed here they refused that so I said id rebuild it myself for 4k that was refused as of monday and I still have no paper work on the deal no title and they dont seem to care they got 14k out of me and wont rectify the situation I want this car 100% like I was told

  Business response

  04/22/2022

  ---------- Forwarded message ---------
  From:  serghei m************** <autoheavenva@************>
  Date: Thu, Apr 21, 2022 at 1:55 PM
  Subject: Compliant ID: ********; ***********************
  To: <[email protected]>
  

  
  

      To whom it may concern,

   
  

                     Dear Resolution Team, thanks for reaching out about *********************** resolution case. We've been working with *************************** for the past couple months in regards to the 2006 ******* ***  purchase. This wasn't an easy sale for us, because after offering many options to the customer and signing the paperwork agreed, he still wasn't satisfied about the purchase. 

  In the end, after everything was finalized and the customer received the vehicle, he was asking to pay additional money for the repair that wasn't agreed upon. He was asking for a ridiculous amount that we didn't want to pay and we offered him a full refund in the end and asked him to return the car back. He didn't want to do that, but kept asking us for more money towards the car. After multiple phone calls we told that once the car is returned we are going to issue him a full refund.  Even after customers have been in possession and using vehicle for 3 months, which will have an impact on the car value, and our company will lose money .

  As per the pre-sale agreement with ****************, we are not responsible to even do a return/buyback all of our sales are final .  However, we are looking after every customer to have a good experience with their purchase and if all the options offered and customer is still not satisfied, . We are willing to do a full refund with no charges and no additional fees

  Our reputation matters and doing a good business is very important for us. We stand behind every sale and are looking for our customers to have a good experience working with us. We look forward to getting this resolved as soon as possible to avoid any additional inconveniences .Attach below all documentation signed by the customer along with an email offering him a full refund. Thank you in advance for any questions please feel free to reach our business . 

  
  

  Sincerely, 

  Auto Heaven 
  25284 pleasant valley rd unit 120 chantilly VA,  20152 

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

  
  

  Customer response

  05/09/2022

  [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:

  ---------- Forwarded message ---------
  From: **** ****** <*************@*****.com>
  Date: Mon, May 9, 2022 at 2:44 PM
  Subject: ********
  To: [email protected] <[email protected]>
  

  
  I am responding to case ******** the responses I have gotten are unacceptable they refuse to rectify this everything I disclosed in my email for the original complaint was never disclosed to me I received a car that I cant drive that I still have no paperwork or title for so the car has been here with nothing to show for it and its been here since February 8th I want the car drivable returning it now no thanks its gone too far i want a working driving vehicle also check the paper work I didnt initial where is asks if I saw the car in person the rest I took their word as a dealer 
  
  

  Sent from ***** Mail on *******

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

  Business response

  05/18/2022

  ---------- Forwarded message ---------
  From: serghei m******* <autoheavenva@*****.com>
  Date: Tue, May 17, 2022 at 7:06 PM
  Subject: Re: Compliant ID: ********; ***** ******
  To: Dispute Resolution Team <[email protected]>
  

  
  

  Case Number ********. 

  
  

  To Dispute Resolution Team,
  

  
  

   Autoheaven INC, tried to get in touch with ** ***** ****** on multiple occasions but all of them were unsuccessful. We tried reaching him via Cell phone: ###-###-#### andvia Email: *************@*****.com .

   We didn't send the paperwork since it wasn't clear how the customer wanted to proceed. We also give a call to all our customers before mailing the documents to confirm the address and we never got an answer from ** ******* 

  The paperwork and title was mailed to the customer today, May 17th 2022 with signature required.(Tracking number: **********************) 

  
  

  Autoheaven INC did provide all the information that was requested to the customer. We sent videos and pictures of the vehicle to his personal cell phone number and the ****** report via email.

   ** ******, knowing the history of the car and that the sale of the car was "AS IS" requested to speak to a mechanic and we fulfilled his request, afterwards he requested an additional $1000 discount in order for him to feel comfortable to finalize the deal.

   Later on he requested an additional $5000, at this point we offered him to return the car for a full refund because we couldn't honor his request. ** ****** replied that he likes the car and doesn't want to return it and would accept $4000 instead of $5000.

  Autoheaven INC couldn't honor this request as well because at this point the car wouldn't be profitable, the company would have taken a major loss in this deal. 

  
  

  We offered ** ****** in an email sent on April21st 2022 a full refund for the vehicle. 

  We care about all our customers. That's why we go above and beyond to do everything we can to make them happy. ** ****** can get a full refund if he desires, even after he has been in possession of the vehicle for 4 months, which will have an impact on the car value. Autoheaven INC is trying to do everything possible to get this situation resolved and hopes ** ****** will get in contact with us so we can come to an agreement.

  
  

  I'm attaching below the email that had the carfax report attached to it(dated 12.04.2021) and the pictures of the car that were posted on our website.
  

  
  

  Thank you,

  Autoheaven INC

  ###-###-####

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2007 ******** S550 on 2/22/22 from auto heaven in va. My transmission went up on me in less then a month and i asked to return the vehicle they told me no and to call the warranty i purchased.The owner of the department told me to get a total cost and we as in me and him would take care of it man To man and i asked if he would go half and split the cost he said yes. I was told the warranty power train covers engine and transmission upon purchasing the warranty so if anything is wrong o would be covered. When i called i was told i have a max ***** at ***** so i would be responsible for the rest of the repair costs. When contacting the owner with the total cost he says thats too much and he knows a mechanic who can do it cheaper. I fear that his mechanic will not properly fix the vehicle and i will be back in the same predicament in another month. I have repair costs proof. A diagnostics stating the transmission is bad which i showed to the owner via text messages. Video proof of the conversation between me and the owner and him saying he would help. Also i recently searched their ****** reviews and seen multiple people have stated they went threw similar problems with this delete and that they are shady. Im seeking help to get my car fix and reimbursed for any and all expenses that i had/ will have to pay. Also i would like for this business to be throughly investigated because something shady is indeed going on. I cant upload the video i can email it if Its needed i did include the pictures

  Business response

  03/31/2022

  Hello!

  Thank you for your time and willingness to help AutoHeaven ***
  ******************************************* with the phone number ************,and address ;*** *************** ********,** *****
  Purchased a 2007 ******** s550 on 02/22/22 from AutoHeaven ***,
  All the sales in ** for used car are As Is ,we perform safety inspections make sure is safe and doesnt have issues prior we post the car for sale,
  ************************************-bey  came test drive the car and decided to buy the car since the car met all his  expectations and didnt have any issues ,
  We implied a 3 month warranty contract for free from 3rd party company as a act of generosity for ************************************-bey since we arent able to give one since we dont have a License for that.
  On march 7 he called us and said has some issue with the transmission ,we was very surprised since the car was in perfect condition at the moment of sale,AutoHeaven *** find that very strange this situation, we decided to tow the car to the shop see,the towing person went to the address provided ,car was missing and Mr.Mr.******************************************* didnt pick up the phone,
  Besides the car was an As Is ''NOTHING PROMISED ,NOTHING DUE,NOTHING IMPLIED,'' we agreed on the repair over the phone and knowing he has warranty wich covers this metter,
  ******************************************* get back to us with a **** wich is almost all the total of the car he paid for,
  With all our generosity and respect for ******************************************* ,we find that very suspicious due the high amount repair cost,and not accepting the repair from Certified Mechanic  AAMCO Transmissions & Total Car Care
  With adress: ****** *******, ******, ** *****wich the repair cost it will be way cheaper and they provide an extra 1 Year total warranty .
  I have attached below all the As-Is Forms and text messages between The both parties,
  AutoHeaven didnt have to do any of that ,but we really care about our reputation, we do want to stay in business for a log time and have a clean reputation,run our business with integrity and good relationship with our customers wich their satisfaction comes first ,but sometimes like this situation with Mr.******************************************* its really hard for us to keep balance between their satisfaction and fairness for us.
  Thank you for finding the time to review our side,
  Please let me know if anything else is needed 
  find attach the documents 
  Thank you once again.
  Sincerly, *******************************
  owner director of AutoHeaven ***.

  Customer response

  03/31/2022

  [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:
  [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:
  
  yes i test drive the vehicle and at the time it seemed Ok. However after signing the papers for it i Drove to the gas station to get gas (shell) right up the street from the dealer and the car cut off on me. The dealer said it was An batter issue and to leave the car with them they would fix it. They had it for a couple of days but then they said the radio stopped working so they had to fix that. After the so called battery and radio issue i got the car back match 4th. Literally the next day march 5th my car was jerking and wasnt driving correctly so i had to pull into my friend apt complex because i was on a main road and the complex towed it for not having a parking sticker. thats why the car wasnt there when he came to get it. I got the car back and towed to a shop and sent the dealer over what the shop has told me. The dealer reached back out told me call the warranty people thats what its for and they would take care of it. After contacting the warranty they only cover an certain amount (*****) leaving me with a **** of *****+ after telling the dealer what the warranty people said he said that was too much and to use his mechanic beacuse he knows people who can do it cheaper.  i also have a 11 min phone recoding with the dealer of him saying he would help with the issue and we could go half on it and Everything else stated above of the bbb would provide me an email to send the video too i will this website wont let me upload it. I believe and fear that they sold me a bad car from the start. He is going to get his guy to fix it up Yo run for 3 days again and its going to be another issueI just want the job done right . I dont understand if you (the dealer) told me to get an estimate with the warranty and me and you could go half on the cost i even asked if you had cash app and you said yes, why when i get an estimate you want me to let the people you know work on it its Shady. 
  I have more stuff to submit but i keep getting an error message 
  Regards,
  
  ****************************************
  
  
  
  
  
  
  
  Regards,
  
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• Initial Complaint

  01/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car for my daughter on 11 October 2021. After the purchase, the dealer asked me to take the car for an emissions inspection, otherwise they would not have been able to complete the registration process. The car was not able to pass the inspection without extensive repairs - replacing the exhaust valve and replacing the catalytic converter. We asked the mechanic to check the car for safety and drivability, and he found a number of issues that required costly repairs (replacing the transmission). We paid over $10,000 for repairs on the $8,000 car. We signed the papers acknowledging that we were buying the car as is and that the dealer would not be responsible for repairs. We were prepared for pay for normal repairs associated with wear and tear and maintaining a used vehicle. However, the cost of the repairs exceeded all reasonable expectations. We asked that the dealer either refund the cost of parts (not repairs) or refund the cost of parts and repairs needed to pass the emissions test and provide an official copy of the inspection report. We will consider a replacement vehicle valued at $20,000 min. The dealer provided an unofficial copy of the inspection report, and we are checking its validity with Virginia State Police. The dealer offered to pay $600 to refund a portion of the expenses, which we have not accepted. They recommended that, in the future, we call them before authorizing repairs on the car because they would have accommodated our request for repairs. We did call. We spoke to the manager on Tuesday 26 October before we paid for the repairs, but they did not provide any assistance. We sent them a registered letter to request the refund and spoke to them on the phone again on 18 November. We gave them two weeks to assist us, and they have not, which is why we are turning to you. We believe that Autoheaven has an obligation to refund (some of) the cost of the repairs because their service did not meet reasonable expectations.

  Business response

  01/31/2022

  ---------- Forwarded message ---------
  From: ******************************* <*************************>
  Date: Sat, Jan 29, 2022 at 4:00 PM
  Subject: Complaint id: ********
  To: <[email protected]>

  
  

   AutoHeaven INC
  COMPLAINT ***********
  
  Disputing Complaint.
  
  Hello ,thank you for your time and desire of understanding us .
  This particular client bought the car as is , without warranty took the car home and next thing  we know a bill from their mechanic was sent to us .since the car was sold as is ,as all the car we sell in VA.
  we kindly try out to understand the client and explain them the situation and explain them we dont hold any responsibility for the repairs they made at their mechanic shop or friend or any accidents they could have in this time frame they drove the car
  we spoke over the phone and we agreed on a accommodationfor them , what we didnt have to do so.
  We made a mutual agreement notorized and sent it over.
  They decline the offer when was put it on writing,
  we are really apologizing and trying to have a good reputation over the years with BBB
  And being in good terms with our clients,
  the only think they should do to let us know prior the repairs are made,
  since even the certified warranty companies cancel the contract if someone without authorization.
  We recommended them for the future if will be any repairs to contact us directlly prior they do any repairs so we can help them out and do them with no cost.
  We sincerely apologize  for the inconvenience they had but we cant cover their repairs  wich they desired to make.
  since the car left the lot in perfect running conditions .
  here is the mutual agreement signed and all the as is paperwork if needed 
  thank you for your time
  let me know if anything else is needed .

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