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:02/09/2024

  Type:Service or Repair 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.

  Purchased a 2012 ****** Murano from Commonwealth Motors on 07/17/23 and had been dealing with a leaky transfer case since my transmission was replaced at United Auto Repair around 08/25/23 until now. I have invoices from Christian ******** and ****** attached to prove history of transfer case issues (photos of the leak too). I became aware of the transfer case leak when ************** stated that United Auto didnt do the job correctly which caused the leak (on 09/18/23). Gave the car back to United auto to reseal it in October, fast forward to December and the leak between the transmission and transfer case was still there (found by ******). Commonwealth motors (at their expense) did agree to fix the leaking transfer case in the beginning of January since I purchased the car from them and it was denied by ASC warranty (also purchased with my car). They were done on 01/22/24 and after driving home I noticed a crack on my engine cover that wasnt previously there (see photo attached). On 02/05/24, I went to ********************** for an oil change and tire rotation. The transfer case isn't leaking anymore but now I have 2 leaks that werent there before. One of them is from the transmission output shaft seal ($2190 to fix) and the other is the rear main engine seal ($3480 to fix). The transmission seal was supposed to be replaced as part of replacing the transfer case since it connects the two parts. Commonwealths mechanic just caused $5500+ worth of repairs to my only source of transportation. I dont want their mechanic to touch my car again. Next time could be even worse. I partially blame Commonwealth and ************************* (ASC warranty representative) for the experience at United Auto Repair as well. I couldve taken my car to any shop (which I discovered after the transmission replacement) but on the warranty paper it says call ************************* so he can find a repair shop to take your car to (very misleading). I have no idea how long my car will hold up now.

  Business Response

  Date: 02/27/2024

  We have made multiple attempts to contact ******************** directly but have not been able to get him to return our calls.  Apparently, the vehicle had the transmission replaced at United Auto repair and sometime after that, ******************** noticed a leak.  He and ******************** (************ rep) brought the vehicle to us and asked if we could diagnose the leak.  We repaired/replaced the transfer case and a cv axle.  We then road tested the vehicle and inspected the underside of the vehicle and didn't observe any leaks.  If a leak occurred after that, we are more than willing to replace or repair any issues with the work we performed.  We have also reached out to ******************** and he subsequently contacted United Auto who also agreed to repair/replace any issues connected to their transmission job.  Please let us know when it's convenient and we'll be happy to get the vehicle in and correct any issues.

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 son purchased a 2012 ****** Murano. The transmission went out in less than a month. We called the dealership and were told to bring it in they would look at it. My son drive the vehicle to the dealership only to be told they could not look at it. I spoke with ****** on the pho e prior to my son getting there and was told they would look at it and put him in a loan. They did not do this. They told my son to drive to United Auto. They car should have been tow and not driven. The transmission went completely out as he git to the repair shop. We were told to always call ************************* who is supposed to assist woth the warranty company. ASC is the warranty company. My son only took the car to United Auto because he was instructed. This shop we later found out was someone ******************* uses. My son being young did not know he could have taken it to a shop of his choice. We were handed a paper with what the warranty information stating to call ******************** first. Once the shop diagnosis the problem which the transmission we were told the warranty company would only over $4500. I did explain he had the car less than a month and has a warranty and he should not have to pay. Eventually he agreed and they covered it. Once it was done ******************** called stating to have a warranty my son would need to pay $500. I told him this is wrong he should not have to pay for a warranty one the new transmission. It should come with one. After going back and forth he agreed and it was giving to my son. We got the car back. My son had to have his car another repair done. While it was being repaired for an alignment issue ************** Auto saw his car was leaking from the transfer case. Which they state happened during the installation of the transmission. They told him to return it to United Auto to be fixed since the work was just done. We did that and we are still waiting to get this isdue fixed. My son drop his car off on 09/23. It has been confirmed its a transmission seal.

  Business Response

  Date: 10/13/2023

  Very sorry to hear your son had an issue with the vehicle he purchased from us.  The notes in the file say that he set an appointment for 8/14/23 to check the engine light.  It was scanned and had codes indicating the transmission needed service.  He was told that our shop was about a week out on a job like that, but he could contact the warranty company and hopefully get it done quicker.  He said he would and that was the last we heard of it. 
  After receiving your complaint, I reached out to the warranty company and spoke to ************************** He said he referred your son to United Auto Repair because they could get him in quickly.  Apparently, a gasket failed after the transmission was replaced and they are replacing it.  He also said they provided your son with a loaner vehicle and his vehicle was supposed to be ready today 10/13/23.
  If we can help in any way, please dont hesitate to contact me directly at ******************************* or at ************ and Ill be happy to help.

  Customer Answer

  Date: 10/13/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  *********************************
  
  
  
  

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair 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.

  On 12/6/22, I went to Commonwealth Motors and looked at 2 cars. A 2015 ****** Altima ($8,995) and a 2017 Jeep Patriot Latitude ($11,995). I liked the Altima and took it for a test drive and it looked like a decent car. I had a friend of mine come look at it too and he said it checked out. We sat down with ***********************, the Financial Manager, he got a copy of my ID and ran my credit. I was told that I was approved to get the car with a $2000 down payment. He said that I could leave a $100 deposit to hold the car for me. I did not have transportation to get me back up there that day so I called Thursday morning, 12/8/22, once I got the funds and had the additional paperwork he requested which was my bank statements. I had to get to work so I asked if he could have everything printed up so I could sign and go. I signed all the paperwork and I brought my old license plates with me from my previous car but he said I had to use the 30 day tags and he would call me once DMV gave him the okay to put the plates on. He told me not to tell anyone that I did everything on paper because they are supposed to do it online now because they prefer them to do it online but he likes to provide paper copies of everything to his clients which I'm glad I did have. He stated that I needed to get the situation with my previous car resolved or I would have to return the car (my car was a deemed a total loss after accident 10/12/22). I was supposed to receive a call from the finance company ****************** and I never did, however, they sent over a link I gave him the $1090 in cash and $910 on a card in addition to the $100 deposit which makes my total down-payment $2100. Everything was straight and I pulled off with the car. The link didn't work now because he still had my down-payment set at $2000 and not $2100 so he said he would call and have it handled and that I should also call. I was busy at work and couldn't call. When I checked the link again it now said loan was not approved.

  Business Response

  Date: 12/21/2022

  We were just as unhappy as you to see the transaction returned by the finance company.  The vehicle was financed under a conditional approval from ******************. I reached out to our senior Westlake representative *********************** to see if he could provide any details on why it was returned, and he said their underwriting department found credit information that precluded them moving forward with the deal as it was originally structured. 
  

  It states in your complaint that you were unsuccessful in discussing the situation directly with Westlake.  **************** offered his personal number ************ and said hed be more than happy to answer any questions you may have. 
  

  I wish there was more I could do to help but unfortunately the final decision here lies with ******************.
  

  Please let me know if I can provide any additional information and Ill be happy to help.

  Best regards,
  

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

  Customer Answer

  Date: 01/04/2023

  I am just receiving the email that my complaint is now closed and marked as resolved. It is still not resolved in my eyes and would like to know if I am able to be helped further. I was unaware that anyone had reached out to me via email because they were going to my spam folder and I was told that someone would call me and I hadnt received any calls. I would like to know if I should reach out to this person to inquire as to why this business checked my credit on now 3 different occasions according to my credit report when I looked two days ago and confirmed again today. The dates that they ran my credit were on 12/6/2022 (the day I went to see the car and put a deposit down, 12/8/2022 the day I bought the car and drove it off the lot and again on 12/12/2022 the Monday that I called and was told that I had to return the car. Also they still did not explain giving me the wrong tags or any of that.
  
  I have paper copies of what I signed which includes the terms established by ******** and brought forth to me by Commonwealth motors that means they had already run my credit once, if you run it a second time it will reject because my credit score has now decreased and when they ran it a third time is decreased again. Can someone please call me to discuss this matter please @ ************.

  Business Response

  Date: 01/05/2023

  When we were notified by the underwriting department at ****************** that the deal was being declined/returned we notified *************** over the phone and offered to try to get the loan approved through other finance companies.  This required the other banks pulling her credit.  Unfortunately they were unable to approve her loan.  

  Please let me know if you have any other questions and I'll be happy to help.

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  

  Again there is no response about issuing me the wrong tags and registration because this happens often Im sure as the person whose tags and registration I had probably had someone elses as well. 
  

  Then no I was not notified I had to contact ****************** about it now saying that i was no longer approved for the loan and I was never told that they were checking my credit through any other banks. He told me that ******** were the ones who checked my credit the second time on 12/8/22. Which is still weird and doesnt make sense and does not explain why it was done a third time on 12/12/22. I would still like those hard inquiries to be removed from my credit report including the first one because I shouldve never been able to buy the car and pull off the lot if I wasnt actually approved for anything 2 days prior on 12/6/22. But I was approved for my loan and I have the paperwork to prove it and his signatures as well as mine are on the paperwork.

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