ComplaintsforThe Auto Connection, Inc.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got **** ****** ****** ** *** **** About the end of July this year, took my truck to them, felt like transmission was off, it was jerking & trying to run hot. They told me nothing was wrong & I can pick it up. Aug 23 had truck towed to them, it wouldn't go past 40 mph. About 2 weeks later they said nothing was wrong with transmission, but needed new radiator. Paid **** deposit to get radiator fixed. After 2 weeks they called, truck was ready. I couldn't even make it down the street to the light on ****** ** after getting it. It barely reached 20 mph. No way it was test drove the 1st time or after they "fixed it", i barely made it off THEIR lot. Took it back, they say its nothing they can do, about to close, drive it home & bring back in the AM. Impossible, completely inoperative. A week later they say transmission need replaced. Could've been avoided, but was told twice that wasnt it. Ive tried many times to talk a manager. Contacted Michael Wayne many times too. Was told manager was on vacay, will call me back that Thurs, over 3 weeks ago. Want me to pay for radiator but how i know its fixed, couldnt take home. Can't trust in their good faith it was done correctly. **** & at leas* *** to start on replacing the transmission. I shouldnt be required to pay **** for it when its numerous negligence on their end. Shouldnt have to pay for radiator til I can confirm that it is fixed. Still no call from manager, beyond furious. All this & still expected to pay car payments, w/ no truck in 2 mos & lost wages. Transmission replaced should not be on me. After coming to file my complaint & reading others. I'm scared to have them install transmission when track records show they fail. Customer of AC for 10 yrs, first dealing with this location. Now, I dont want the truck anymore, don't trust it. I want to be put in another vehicle or cancel my loan all together. It's apparent they don't want my business anyway when no one in management from them or M. Wayne want to call me back.

  Business response

  10/12/2023

  Below I will list the service history on this account. The vehicle was sold to ***** ***** on 9/6/22 with ******* miles on the odometer. As of 9/11/23 a year later the mileage read *******. That means that the vehicle was driven ****** miles in * ****. That is ***** miles a month. All warranties on the vehicle have expired and ***** ***** is responsible for the repairs. He will not be placed in another vehicle and his loan will not be forgiven.

  Ticke* ****** opened 7/19/23 and closed 9/11/23. Vehicle came in at a mileage of ****** & left at mileage ******. Mileage tells us that the customer picked up his vehicle at some point during this repair and brought it back (supported by his statements below)
  Complaints
  Service engine soon
  Vehicle was 3 qts low on oil. Added 3 quarts. (We covered this repair) 7/19/23
  Overheats – we provided quote for radiator and trans cooler line repair. Work not done, vehicle brought back in August
  Radiator leak - replaced (customer was made aware of this in July) (CUSTOMER PAY w/ financing) Estimate delivered 9/1. Terms set 9/1.  RD paid 9/2
  After radiator replaced found thermostat stuck open. Replaced  (CUSTOMER PAY w/ financing) Estimate delivered 9/1. Terms set 9/1.  RD paid 9/2
  Diagnose trans slipping.
  Found trans cooler lines leaking. Repaired (we covered this repair)
  
  Ticket ****** opened 9/12/23. Mileage recorded as *******
  Complaint
  Vehicle will not go above *****
  Found trans disengages & slips at high gear. Confirmed internal trans.
  Estimate provided fo* ****** ****** **** *** ** **** ***** ***** ** ****** **** ** **** *** **** ** ******* ******** ******
  

   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Van was sold to me from Auto Connection brakes on Van was faulty I have issues with my electrical doors Van broke down on 09/23/2024 Steering wheel lock up had to pay a lock smith to come out Pop a lock fees was over a hundred dollars still have on going issues with the brake system I believe I was sold a Lemon Van was not inspected properly. the Van smells like Mold on the inside mostly likely is a Flood vehicle. Company not working with me on the repairs I had made also had to get a new battery also the vehicle is a Lemon was not properly inspected before putting on the lot. have call and ask for a Manager several times no return call worst Customer Service ever. Treat Customer like no respect just pay the money. Thank you

  Customer response

  10/04/2023

  I would like the company to refund me my money I have paid toward the Van have been ongoing electrical issues with the doors also losing Brake fluid Steering Wheel locking up the Van could be a Flood Auto strong odor of Mold inside when it’s raining outside I’m asking for a Full Refund of what I have paid the Van is a Lemon a whole lot of undo stress and repair bills and the company is not working with me to paid to get the Van Fixed I have ask for a Payment adjustment they are still requesting a full pay. The Van is not worth ******** this is a straight up Rip Off have a good day 

  Business response

  10/05/2023

  Regarding Ms. Crowell according to the Auto Connection her vehicle has not been back there since purchase.

  A call from her was transferred to the service department from the loan company on 9/26/23.
  She said she had issues with her brake lines but would not allow the vehicle to been seen by The Auto Connection service department to evaluate her concern.

  The vehicle is a *** and in a recent note in the system she stated that she was going to take it to a *** dealership to have it looked at.

  We would be glad still to look at her concerns and she can call for K**** ** ****** at the Auto Connection Service center to have the car checked. ****
  
  

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a used vehicle in Oct 2022. Paid for a 2 year warranty. Was overcharged for *** registration and **** **** value. Within a month replaced brakes and then alternator went bad. Was told it would be covered but after it was repaired said they would not cover it. I would like to exchange my vehicle for another or get them to pay for repairs as promised.

  Business response

  12/05/2022

  MR. ****** CALLED IN ON NOVEMBER 21ST AND ASKED ABOUT GETTING HIS VEHICLE IN FOR SERVICE AND WE TOLD HIM WE WOULD LOOK AT IT. HE ASKED ABOUT THE WARRANTY SINCE THE CAR WAS AT AT ANOTHER SHOP. WE TOLD HIM THE WORK NEEDED TO BE DONE HERE IF IT WAS COVERED BECAUSE WE DON’T PAY OUT TO ANOTHER SHOP FOR WARRANTY REPAIRS SO HE HAD TO GET IT HERE FOR US TO LOOK AT IT AND SEE. MR ****** HAD THE VEHICLE BROUGHT IN TO US ON NOVEMBER 22ND. WE LOOKED AT VEHICLE AND WE CALLED HIM ON NOVEMBER 23RD, WE EXPLAINED HE NEEDED A NEW ALTERNATOR, BELT, AND WATER PUMP AND THAT THEY WERE NOT COVERED UNDER THE WARRANTY. MR ****** HAD VEHICLE ALMOST 2 MONTHS AND HAD DRIVEN APPROX 6500 MILES, AND THAT THESE ITEMS WERE NOT COVERED UNDER ANY WARRANTY. WE GAVE HIM AN ESTIMATE AND EXPLAINED WE DIDN’T DO A FULL MARK UP TO TRY AND HELP HIM OUT. HE AGREED TO PRICE AND ASKED US TO FIX IT. HE WOULD PAY WHEN HE CAME TO PICK UP THE VEHICLE. AFTER REPAIRS WERE DONE HE SAID HE WAS OUT OF TOWN FOR A COUPLE OF DAYS AND NOW WANTED TO SEE IF HE COULD FINANCE THE REPAIRS WHICH WE DID FOR HIM. HE CAME IN ON DECEMBER 3RD, SIGNED THE CONTRACT AND LEFT. HE WAS VERY POLITE WHEN HE CAME IN AND NOTHING WAS MENTIONED ABOUT THE FACT THAT HE SHOULDN’T HAVE TO PAY IT.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So on July 25 I took my car aback to auto connection to do a oil change and check my gas tank out. They did my oil change and ordered my part. Well that Thursday I left to go pick up my daughter from kansas. We got all the way to Missouri and notice my engine was knocking. So we pull over to find that the dealer ship never put my oil cap back on at all. So oil spilled out and shooting out of my engine. So the engine locked up and left us stranded in Missouri. I called the dealer shop all they can say sorry and they can get my car back to Richmond and I have to find my own way back home. So I asked if they can refund my rental car. I spent *** and some to get back to Virginia. Then have to keep paying for rental cars. They never helped me with another vehicle and it was there fault. So they finally got my car back to Virginia 3 weeks later and now waiting on a motor to be delivered and put in and still the motor not here at all. They still don't want to Reimburse me none of what I have done. I can lose my job if I don't have a vehicle. They don't understand that at all. It's like they don't care when they at least should do something.

  Business response

  11/29/2022

  Business Response AS OF 8/31/22 THE REPLACEMENT ENGINE HAS COME IN AND WAS BEING INSTALLED IN THE VEHICLE. THE WARRANTY NOR CONTRACT WITH OUR COMPANY COVERS RENTAL CAR EXPENSES. Consumer Response /* (3000, 7, 2022/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was there fault and I'm behind on my bills and almost lose my job because of this situation. It's not right I spent over **** in rental cars. I still can't afford to get my tags and catch up payments on my car. It's their mechanics fault. They are the ones messed up my truck. At least Reimburse me for some of it so I can pay towards my payments and get my hard tags. I have been nice and not get a lawyer and trying to keep my cool. I think it's only fair.

• Initial Complaint

  06/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We financed a car through Auto Connection June 2021. March 2022 I called them because I was driving down the interstate and the transmission temperature gauge came on and I could not go over 25/30mph. I was told by the service manager to get it towed in which I paid for and I also asked about getting a rental car because he wasn't sure how long before they would check it out. After a few days I was told that I was not under warranty and I had to explain to them that I had my paperwork saying I had purchased it then they tried to tell me I purchased it May 2020. They finally called me back after a few more days and told me that I was covered and that they checked it out and it needed a new engine. They told me I had a **** deductible so I went down there to pay my first *** and I was supposed to pay the rest at the end of the work. I had to fight with them for well over 2 to 3 weeks about trying to get paperwork about how many miles were going to be on the used engine they were putting in and the warranty. They finally got me the paperwork I paid. Mind you my car went to their shop on March 15 and I finally got it back May 10 or 11th. About one week shy of 2 months. As I was driving home on May 13 that same light came back on and I could not go over 25 mph and I was stuck on the side of the interstate so I called ***** the service manager back and told him he had it towed back in that evening. By the time they had gotten it the light was off I guess because it it cooled off.. so after it sitting there for a few days they sent it to the transmission shop and they said there's nothing wrong with the car. Obviously if I send you a picture of the light and I'm sitting on the side of the interstate with the same problems in the beginning then it was not the engine and I've paid **** deductible for something that didn't fix it. Now all they can say is come pick it up when it's not even fixed and so I got a paper in the mail saying they're going to sell the car and it in sh

  Business response

  07/21/2022

  Business Response /* (1000, 10, 2022/06/22) */ Contact Name and Title: **** LEGAL DEPT MGR Contact Phone: XXX-XXX-XXXX The complaint is about car repairs and according to the service department they discovered that the transmission was low on fluid and the secondary switch was stuck which most definitely could cause the issues they are describing. We called the customers back to explain this finding and to offer to have the vehicle driven home (over 45 miles one way) to confirm the fix. The customers advised that they do not want the car back and are abandoning it. They stated that they have already purchased a different vehicle elsewhere as a replacement in her own name as they needed transportation. It appears that wife ******** has called in and she can give me a call if she likes at XXX-XXX-XXXX my direct line. **** Consumer Response /* (3000, 12, 2022/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the car got bought back in the second time they told me that all fluid levels were normal and they couldn't understand why I was having the same problems after they put a new engine in I even called and talk to ****** and she said she talk to ***** and I believe it was the general manager and that was the question she asked was how can we have the same problems then obviously it was not the engine my response to them was why would I pick up a car that the transmission shop said they cannot figure out the problem and the mechanics at Auto Connection cannot figure it out why would I pick it out with two small children and take the chance of being stuck on the side of 64 again? They never told me about a switch sticking. Yes I had to go get a secondary car because they can't figure out a problem with the car they sold me! If mechanics at Auto Connection can't figure it out and then you take it to a transmission shop and they couldn't figure it out all they could tell me was there was a code that they had saw on the computer and it was saved or something but they didn't know what it was even though it showed on there that the transmission temperature gauge was on. I pay **** deductible for an engine when it wasn't even that. Both times that this is happen I was in town most of the day driving around and then on the way home the light came on it started making a whining noise and I couldn't go over 25 mph. Why am I gonna take a chance again on picking up a car when you don't know what the problem is?

• Initial Complaint

  05/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a 2010 Nissan Altima on April 9 and the following week there was a alot of rain and when I got into my car water was leaking from the bottom left of the vehicle. It saturated my floor board. I had to take a day off of work to have it looked at. The technician I spoke to over the phone said it was the heating coil but as soon a s I brought to the dealership the man said nope it's a drain in the sunroof that was stopped up. I said how do you know that as if he already knew. Thats not a normal repair. Then a week later my maintenance filter light came on and my car started missing and toward the end of last week my oil light was flashing on my dashboard and I pulled over and there was oil all the way to the tip of the oil stick so I waited to have it cool down and the oil was still above the line as if there was too much oil in the car. There is also a rattling sound under the car. The hours of operation are inconvenient for me to get these repairs. I understand it's a used car but these are major issues. I took it to advance auto part for then to run a test on the engine service light that came on and he said it was ap0488 code. I asked the dealership if they could just trade me cars due to all the issues and that my floorboard may have mildew from the leak. I suffer from asthma therefore I can't breath in any of the mildew smell and was told no. Im turning in the car however I would like my loan to be forgiven. I have pictures and a log of everything I have explainedI would like my *** dollars I put down back

  Business response

  06/01/2022

  Business Response /* (1000, 10, 2022/05/16) */ Contact Name and Title: **** *************/LEGAL Contact Phone: XXX-XXX-XXXX Contact Email: **************@michaelwayneinvestment.com AT PRESENT THE CAR WAS BROUGHT IN TO THE DEALERSHIP ON 5/10/22 AND IS BEING CHECKED FOR SERVICES ISSUES. THE HOPE WOULD BE THAT ANY ISSUES SOLVED WOULD CONVINCE OUR CUSTOMER TO STAY IN THE VEHICLE. IF NOT WE WILL ADDRESS A TRADE OR FULL RELEASE FROM THE CONTRACT. I WILL NOT KNOW THAT UNTIL THE SERVICE IS COMPLETED ON THE CAR WHICH STILL MAY TAKE A FEW MORE DAYS DUE TO PRE-ARRANGED APPOINTMENTS ALREADY LINED UP IN THE SHOP FOR REGULAR CUSTOMER SERVICE. **** Consumer Response /* (3000, 12, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Im confused about what is going on. I received a letter from the lienholder over the weekend stating they have my vehicle and the are going to do a private sale before 5/25/2025 and if there is a difference I would be responsible. However I received a call on may 16 from Johnnie and a mechanic asking me what was wrong with the car and I told them what is going on and that he said they did receive some error codes on the car and he would call back.to date I haven't heard from anyone. My question is how is the lienholder going to do a private sale on a car with issues and not even in their possession. Business Response /* (4000, 14, 2022/05/25) */ WE HAVE LET MS ***** OUT OF HER LOAN AND HAVE REFUNDED HER OUT OF POCKET MONEY BACK TO HER AS OF TODAY 5/25/22 THUS CLOSING OUT THIS MATTER FROM OUR END. CURT Consumer Response /* (2000, 16, 2022/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  01/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased a vehicle from this dealer in November. On day three of owing i have issues with the vehicle. It has been to the shop 3 to 4 times and now will have to go back. No one seems to want to talk to me about it. I picked it up Friday and 12 hours later the check engine light is back on. for the same issues. I have tried to call the corporate office and the car lot and no one seems to want to talk to me. I always get pushed to service. They have tried to deal with it and seem to be at a point they cant fix. Service manager has been the only one wanting to try to help. Now i will be inconvenced again to have to bring it back in. There is something wrong with the camshaft as all the codes point there. It could be timing issue. I have also been told there's a misfire and that i signed a disclosure. i have checked my paper work and there is no disclosure. I am looking to find a resolution on what can be done, I shouldn't have to keep my car in the shop. I understand i bought a used car but it should last more then 3 days before having an issue.

  Business response

  02/02/2022

  Business Response /* (1000, 5, 2022/01/18) */ Contact Name and Title: CURT Contact Phone: XXX-XXX-XXXX Contact Email: ********************* WE JUST RECEIVED THIS IN THE MAIL TODAY. I AM CALLING MR ******** NOW TO SEE WHAT CAN BE DONE TO RECTIFY THIS SITUATION. ****

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased vehicle on 10/1/21. On the same day car had battery issues. I returned to the dealership on 10/2/21 for repair. They tightened the battery post and ordered front brakes and rotors. A few days later vehicle would not retain power so I returned to the dealership for repair again. They had to replace the alternator and they put on the brakes and pads. On 10 approx. 10/16 the power windows stopped working. I called and was advised to come back. After phone calls and 2 trips to dealership, I was given an appt on 10/20. Service claim they don't know what's wrong. Went directly to the manager again with all of my issues. I purchased this vehicle with a warranty. In 20 days, I've had battery issues, alternator, brake and rotor issues, power window issues and ac issues. They are selling lemons!! Inspection sticker says 8/22.

  Business response

  12/09/2021

  Business Response /* (1000, 5, 2021/10/29) */ Contact Name and Title: **** LEGAL DEPT MGR Contact Phone: XXX-XXX-XXXX Contact Email: ************** JUST RECEIVED THE COMPLAINT IN THE MAIL TODAY. I HAVE MADE CONTACT WITH THE SERVICE DEPARTMENT JUST NOW AND WILL SEE WHAT THE SITUATION IS FROM OUR END. WILL CONTACT MS ******* EARLY NEXT WEEK

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