ComplaintsforIntouch Auto Outlet

• Initial Complaint

  02/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In June of 2023, I purchased an Audi, Allroad, 2013, from Intouch Auto Outlet LLC. I felt pressured and coerced into purchasing the car after a lengthy and late-night ordeal at the dealership, I was led to believe that a down payment was required by the bank and would be applied to my loan. However, upon speaking with the bank, I was informed that no such requirement existed and the down payment was not credited towards my loan. Deceptive and unfair practices were used to compel me into buying the vehicle. Soon after the purchase, I encountered multiple significant problems with the vehicle, including a muffler falling off in July 2023 and a major engine failure in August 2023, which required a costly repair. Unfortunately, the replacement of the engine still hasn't resolved the issue. As of today, the vehicle remains in the mechanic's shop due to additional issues that have arisen since it was received in September 2023, rendering it not drivable. Because of this, I have incurred thousands of dollars in rental car expenses and continue to be responsible for the monthly car payments.Despite attempts to address the issues with the dealership, I have faced a significant financial burden due to the ongoing problems with the vehicle. This situation has caused significant stress, pain, and suffering for my family, as well as inconvenience and financial burden. The dealership has been uncooperative in resolving the matter, leading me to seek assistance from regulatory agencies and legal counsel.I have already filed complaints with other agencies regarding the dealership's actions and the defective nature of the vehicle. MVWEA), "Lemon Law.Chapter 17.3. Motor Vehicle Warranty Enforcement Act

  Business response

  02/28/2024

  The ************************* purchased a car from Intouch Auto Outlet LLC on 06-20-2023. She purchased the car as is. Please see attached all the documents she signed at the time of purchase. Also see buyers order she signed showing her down payment applied towards the car. She did purchase third party extended protection plan. She had opened a claim in 2023 when they paid $5500+ based on their records. If she is having any mechanical issues she can contact the protection plan company to see if that's covered under her plan.
  
  Thanks

  Customer response

  03/01/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  Intouch Auto sold me a defective car, knowingly engaging in deceptive and unfair practices, violating my consumer rights. Their actions prioritize their bottom line over addressing the compromising situation my family has been put in due to this car. The stress, inconvenience, and financial challenges we have faced since purchasing this car have been significant. I will be in touch.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Brought a car July 31 2023 from this location About two months later the car needed an engine and turbos Went to the dealer to use the warranty the dealer explained we cannot use the warranty because the car has aftermarket parts on it We did not know the car had aftermarket parts on it. No one told us.The company agreed to fix the vehicle with a new engine if we gave him $**** when we picked up the vehicle we explained the car was not running correctly He would not let us get the car keys or anything unless we paid so we paid the ****. Once we started driving the car home, the check engine light came on. We took it to another dealer and they said the transmission is messed up. This company is getting over on people and giving out fraudulent warrantys.

  Business response

  12/11/2023

  To Whom it May ****************** the complaint registered by *************************.  The vehicle was purchased on 07/31/2023.  The mileage at the time of sale was, 70,371.  Attached please find all documentation to show that all vehicles sold from our dealership are sold "AS IS".  The customer signed acknowledging this on several documents.  Customer also acknowledged that the vehicle had after market parts and accessories.  Please see attached document.  The customer had initially purchased an extended protection plan that they cancelled when the vehicle had ****** miles.  After canceling the extended protection plan, they called the dealership complaining that vehicle has engine issues.  At this point, the vehicle had ****** miles.  As a goodwill gesture, the dealership agreed to pay the third party mechanical shop, $ ********, on the customer's behalf.  When the repairs were completed, the customer test drove the vehicle multiple times and assured the dealership that everything is good. The dealership representative told the customer that we would have no further liabilities concerning the vehicle.  This conversation is on a recorded private line.  We will be happy to forward that conversation should you deem it necessary.  After two days, the customer called the dealership complaining the vehicle has transmission codes. At this point, we have already explained to the customer that we have no further obligations to make any repairs on this vehicle.

  Respectfully,

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

  InTouch Auto Outlet LLC

  Customer response

  12/11/2023

  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.  For your reference, details of the offer I reviewed appear below.
  
  The company is a complete scam after we were told multiple times we had to void the warranty thats what we did. When asked if the car had stock parts **** said Yes before signing any paper work. **** sold me a car with after market parts that I was not aware of. 
  ?On July 31st 2023 I purchased a used 2017 Q50s with ****** miles for $33,928.30 from Intouch Auto Outlet/ address- ************************************************************************************************
  ?During the process of buying the car we asked the salesman ***** if the car had been modified and he stated NO the car was completely stocked (with original parts) the tires/rims were the only modifications. 
  ?We were offered a warranty which we purchased for $3995.00. I asked the business manager if there would be anything on this car  that would void the warranty and he stated that I could pretty much do anything to the car and it would still be covered under the warranty. 
  ?After I bought the car home and showed my friends they noticed that the car didnt have stocked parts and  there were a couple of aftermarket parts that were on the car, which I had no knowledge of prior to purchasing the vehicle. 
  ?From my knowledge the list includes heat exchanger, coilovers, blow off valve, Downpipes, high energy coilpacks and the car was tuned now this is only the visible and noticeable modifications i know of
  ?After I found this out I contacted InTouch Auto Outlet and spoke to ***** about the warranty and he stated for me to reach out to the General Manager regarding the warranty. 
  ?. I asked the general manager  what would void the warranty and he mentioned if the suspension of the car has been modified and/or changed and if the car is tuned. I then realized that I was offered/purchased a fraudulent warranty that was already voided as soon as purchased it
  ?The warranty company was more than happy to give me my money back. 
  ?.    November 2,  I was driving and when I got to my destination my car was making a weird noise, which it felt like it had no power. That same day I took it to the Infiniti dealer I was told that the engine and turbos blew up and Infiniti stated it would cost $25,000 to fix 
  ?.    I contacted ***** and informed of what Infiniti stated. He claimed it was my fault I didnt know the car was modified and that there was nothing that can do for me 
  ?I left a review on the Better Business Bureau and on their website and shortly after **** contacted me and offered to have his mechanic shop fix the car for me a better price
  ?I had to get my car towed to the shop **** told me. Later on i found out **** had his assistant drive the car from one shop to another shop with a blown up motor
  ?I took my car to a mechanic shop instructed by **********; to get fixed, which I was told it would take **** to get fixed but the shop had my car for a total of 27 days. 
  ?Once i test drove the car with the new engine and turbos i knew immediately that something was wrong with the car i informed Nomis assistant who was in the car with me and he said the car is perfectly fine and nothing was wrong. 
  ?I informed them that i wanted a diagnostic done so we could actually see what was wrong with the car and i was told the mechanic did that the car is fine 
  ?Nomis assistant told me i either had to pay my portion of the parts and labor which was $5000 or i wasnt going to get the car back.   He also told me that they werent going to do anymore work on the car because they did their job even tho the car wasnt 100%. I was 2 hours away from my house and was left with 2 option pay the money to get my car or not have my car because they were keeping the keys. So i paid the $5000.
  ?As soon as i got the car back i took it to get a second opinion and was told the car had two codes popping up one for my transmission and another for my engines cooling system. 
  ?If  Intouch Auto would of been honest and stated that the car had aftermarket parts and the warranty would not cover the car. I would of not purchased this car.  I purchased this car expecting the warranty to be valid just in-case there was issues with the engine and transmission, etc.

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

  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On july 31st 2023 i purchased a q50 from this dealership. I was told everything was stock only thing after market was the wheels. They offered be a extended warranty that i purchased because the car was around $******. Later on down the line i find out that the car is heavily modified, heat exchanger, downpipes, coil overs, blow off valve and the car is tuned. Before i purchased the warranty i asked what exactly would void the warranty and he told me i could pretty much do anything and it wont void it. After finding out these modifications i contacted the warranty company and they were more than happy to give me my money back since the warranty would be voided as soon as i made any type of claim. This information was coming from the regional manager of the warranty company. On thursday November 2nd i was driving around running errands when i noticed my car didnt sound right and had no power so i immediately made an appointment at infiniti. I find out that the engine and turbos blew up and was quoted $25,000 for parts and labor. I called Nomi the sales advisor and he basically said wish you the best you sign paperwork. However if i wouldve known from the jump that the car was modified and i couldnt get a warranty for the car i wouldve never purchased that car because who wants to buy a ****** car without a warranty. He then proceeded to tell me that you could look at the car and tell it had aftermarket *************** was done to it basically saying its my fault that i didnt know anything was done to the car. Which doesnt make sense because he told me nothing was done to the car. I only have his word to go off of and he lied. After he said a lot of the cars there have aftermarket parts on them and thats how they sell them so be careful buying cars from this dealership they are a scam!!!!!!! I drove my car only **** miles before it gave out on me. Now im stuck with a broken car and at least $10,000 in repairs.

  Customer response

  11/20/2023

   

  I had made a complaint and the seller ended up helping me out

   

  Customer response

  12/11/2023

  On july 31st 2023 i purchased a q50 from this dealership. I was told everything was stock only thing after market was the wheels. They offered be a extended warranty that i purchased because the car was around $******. Later on down the line i find out that the car is heavily modified, heat exchanger, downpipes, coil overs, blow off valve and the car is tuned. Before i purchased the warranty i asked what exactly would void the warranty and he told me i could pretty much do anything and it wont void it. After finding out these modifications i contacted the warranty company and they were more than happy to give me my money back since the warranty would be voided as soon as i made any type of claim. This information was coming from the regional manager of the warranty company. On thursday November 2nd i was driving around running errands when i noticed my car didnt sound right and had no power so i immediately made an appointment at infiniti. I find out that the engine and turbos blew up and was quoted $25,000 for parts and labor. I called Nomi the sales advisor and he basically said wish you the best you sign paperwork. However if i wouldve known from the jump that the car was modified and i couldnt get a warranty for the car i wouldve never purchased that car because who wants to buy a ****** car without a warranty. He then proceeded to tell me that you could look at the car and tell it had aftermarket *************** was done to it basically saying its my fault that i didnt know anything was done to the car. After he said a lot of the cars there have aftermarket parts on them and thats how they sell them so be careful buying cars from this dealership they are a scam!!!!!!! I drove my car only **** miles before it gave out on me. After i left reviews on better business bureau they finally decided they will help me fix the engine. I never had contact with the mechanic only nomi so i wasnt fully in the loop. I was told it would take **** days But i ended up waiting 27 days for my car. I was stuck finding rides to work and basically everywhere i needed to go. I finally pick the car up and it didnt run how it should and i explained that to nomis assistant. He told me the car was perfectly fine and everything was good but i knew it wasnt 100% right. They left me with the option pay the $**** or i dont get my car back. I told nomis assistant a diagnostic needed to be done and he told me the mechanic did that and everything they needed to do on their end was done. They said they werent gonna fix the car anymore than they did. Throughout this whole situation they refused to give me my keys and let me drive the car how i wanted to drive it while testing out the new engine. He told me i couldnt drive over a certain amount of rpms when thats what i needed to do to really test the car out but i knew instantly that the car wasnt the same. I ended up paying the $**** because i would have been stranded 2 hours away from my home if i didnt. I get the car back and take it to get a diagnostic done and im informed the car has a transmission code and a code for my engines cooling system. So after paying $**** i shouldnt have had to pay im left with more issues i need to get fixed. While talking to Nomis assistant he slipped up and told me the reason they decided to help me with the engine is because **** told me the car was stock when it wasnt, almost like they were trying to cover themselves for this mistake.

  Business response

  12/11/2023

  To Whom it May *************** Per the complaint registered by *************************. This is the co signer on that vehicle.  The vehicle was purchased on 07/31/2023.  The mileage at the time of sale was, 70,371.  Attached please find all documentation to show that all vehicles sold from our dealership are sold "AS IS".  The customer signed acknowledging this on several documents.  Customer also acknowledged that the vehicle had after market parts and accessories.  Please see attached document.  The customer had initially purchased an extended protection plan that they cancelled when the vehicle had ****** miles.  After canceling the extended protection plan, they called the dealership complaining that vehicle has engine issues.  At this point, the vehicle had ****** miles.  As a goodwill gesture, the dealership agreed to pay the third party mechanical shop, $ ********, on the customer's behalf.  When the repairs were completed, the customer test drove the vehicle multiple times and assured the dealership that everything is good. The dealership representative told the customer that we would have no further liabilities concerning the vehicle.  This conversation is on a recorded private line.  We will be happy to forward that conversation should you deem it necessary.  After two days, the customer called the dealership complaining the vehicle has transmission codes. At this point, we have already explained to the customer that we have no further obligations to make any repairs on this vehicle.

  Respectfully,

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

  InTouch Auto Outlet LLC

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two weeks ago we bought a car from Intouch for our son. We purchased as is and waived the extended warranty. Yesterday we were told by our mechanic that the engine has to be replaced this after we paid for new brakes to replace the ones that were at 2/32nds and new struts. Supposedly this vehicle passed inspection in September. The amount of smoke that comes out when you start the car is ridiculous. There us no way they didnt know there was something wrong with this car. In hindsight I now know why they had the car running and idling when we went out to test drive it and when we went out after we purchased it. I have called them to try yo resolve and the business manager has nit returned my call.

  Business response

  04/26/2023

  To whom it may concern,

  *************** and ******************* purchased a car from Intouch Auto Outlet LLC on 04-07-2023. During the time of purchase they were given the opportunity to test drive the vehicle for as long as they would like before agreeing on buying. After coming back from the test drive they thoroughly checked the vehicle before coming inside to do the paperwork. During the time of signing documents they were recommended and given opportunity to purchase the extended Protection plan which they declined. They were told many times that all the cars we sell come "As Is" from our company which they accepted.  Please see attached all the documents signed by the both buyers. On 04-10-2023 after 3 days of purchase they did ******** emissions through their own mechanic which passed. If they have any further questions they can contact us to see if we can help them in any way on a goodwill gesture. Respectfully Intouch Auto Outlet LLC.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I went with my 21 year old daughter to Intouch Auto Outlet to buy a truck. My daughter has owned the truck for about a month before the transmission went bad. it is now in the shop getting a new transmission at a very expensive price. ("Let Intouch Auto Outlet show you how easy it is to buy a quality used car in SPOTSYLVANIA VA. We believe fair prices, superior service, and treating customers right leads to satisfied repeat buyers.) The above statement is a lie. Intouch should be held accountable for there miss leading advertisement.

  Business response

  08/11/2022

  ******* ****** and ***** * ********* purchased a 2012 Chevrolet Silverado 1500 on 02/16/2022.  Attached are the vehicle documents showing that the vehicle was purchased "AS IS".  Signatures from each individual are on all attached documents.  Additionally, they were given the opportunity to purchase an extended protection plan, which they declined, stating that the payment would be too high.  They gave us no warning that they were filing a complaint with the BBB.  They also did not give us any opportunity to assist in the problems they are experiencing with the vehicle they purchased.  We feel that we are not liable for any such issues as they did sign and buy "AS IS".  Please contact us should you have any questions or concerns.  

  
  

  Respectfully,

  INTOUCH AUTO OUTLET LLC

*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. ↩