ComplaintsforLakeside Auto

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The merchant advertised a specific set of features (a Head-Up Display) as being available on a car to be purchased. These features were confirmed multiple times on phone calls (before I paid a deposit on the car) and in person when I came in to purchase the car.On 5/2/2023, I came to purchase the car 15 minutes before they closed, and both the salesman and the sales manager confirmed the presence of the Head-Up Display feature. After repeated asks & re-confirmations (to the point where it almost became humorous with how I persisted), I paid for it after a brief test drive and returned home.Over the next 2 days, I tried to use the Head-Up Display feature and discovered it was not present. I called *** Concierge and confirmed the feature was not present. I also reached out to multiple *** dealerships and got a print out from the *** confirming the car did NOT contain a Head Up Display. On 5/2/2023, I reached out to both the salesperson and sales manager with the information and discovered from the sales manager that the deception was unintentional and was somehow due to misunderstanding.

  Business response

  05/10/2023

  Lakeside Auto would like to address the recent statement made by a customer on KBB. Firstly, we want to clarify that Lakeside Auto is an independent used car dealership and does not specialize in *** vehicles. We take pride in offering a wide selection of quality pre-owned vehicles from various manufacturers.
  Regarding the customer's claim about the advertisement of car features on third-party websites, we would like to emphasize that Lakeside Auto does not have the ability to modify such advertisements. We understand that the customer found our car on a third-party website where they mentioned the presence of a head-up display. However, we have no control over the accuracy or content of these advertisements, as they are created and managed by independent advertising agencies.
  During the customer's interaction with our dealership, specifically regarding the 2021 *** X3, our representative Slava was transparent about not having specific knowledge of the vehicle's features. They advised the customer to contact a *** dealership with the vehicle's VIN number for accurate information. Despite this, the customer proceeded to place a deposit on May 1st.
  On May 2nd, the customer visited our dealership with their partner at 5:45pm. They took the car for a test drive at 5:50pm and returned at 6:12pm. Following the test drive, the customer spent an additional hour at the dealership, signing documents and speaking to our inventory manager. If the customer had a specific interest in the head-up display feature, they had ample opportunity to verify its presence during the test drive and while at the dealership.
  It is worth noting that the customer left our dealership at ******, and the duration of their test drive was recorded on our security cameras, contradicting the claim of a "brief" test drive. If the customer repeatedly asked our employees about the head-up display, it is perplexing that they did not notice its absence during the extended (22 min) test drive. The head-up display is a noticeable feature that becomes apparent when driving the vehicle.
  The customer contacted our office two days after purchasing the car to express their dissatisfaction with the absence of the head-up display. However, we must reiterate that Lakeside Auto is not a *** specialist and our salespeople are not trained to provide detailed information on specific *** features. We rely on the accurate information listed on our website, which does not advertise the presence of a head-up display for this particular vehicle.
  To address the customer's concerns, we provided them with the owner's contact information on May 8th, requesting that they reach out for potential resolution. Unfortunately, the customer did not make the promised contact.
  At Lakeside Auto, we strive to provide accurate information and exceptional customer service. We regret any inconvenience caused to the customer, but we stand by our commitment to transparency and our inability to modify third-party advertisements. We urge customers to verify features directly with the manufacturer or visit our official website for accurate and up-to-date information about our inventory
  

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