ComplaintsforBruce Titus Automotive Group Inc

• Initial Complaint

  04/15/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  It has been 3 years I didn't know who to go to with it until recently me and my grandmother went to olympia jeep I had a wrangler for 2 weeks didn't like it so tried to get back in my old vehicle they lied said it was sold it sat on the lot for 2 months I gave it back to the bank after I found out they added things like 3k tire insurance I think it was that we had no idea about and they cobbled together my ssdi with my grandmother's to let me get the jeep I still have the paperwork I just want to get the **** thing off our credit they say I still owe 14k even though it went to auction.

  Business response

  04/26/2024

  I am writing in response to our recent notification regarding a complaint from *****************************. 
  
  When **************** came to our dealership, he expressed a preference for a vehicle he could service himself.  Therefore, he opted to purchase a 2018 Wrangler. He willingly chose to purchase optional coverages, such as the extended service contract, including coverage for tires, wheels, maintenance, and GAP, which are all optional additions offered in our Finance office. 
  
  Should **************** have desired to cancel any additional products purchased, we would have promptly accommodated his request.  These items were 100% refundable within 30 days and then prorated after that based on time or miles. ********* the purchase of the Wrangler, Mr. ***********;returned his Jeep Wrangler to the lien holder shortly after his purchase.  
  
  Any outstanding financial matters, such as an unpaid balance is between **************** and the lender. We do not control what is reported by the banks or credit unions to the credit bureaus.  
  
  If **************** requires any further assistance or clarification, we will help how we can, but we have no authority over the lien holder.
  
  

  Customer response

  04/26/2024

  I was told the moment it left the lot I could not return it and what do you mean about willingly I don't remember things like tire insurance being in it 

  Customer response

  04/26/2024

  I also was told after that my vehicle I traded in had already sold but stayed pm the lot for 3 months 

• Initial Complaint

  08/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a car from this dealership on 7/22/2023. I put down payment $6050 via check, and I leased the vehicle and took possession of it on July 22, 2023. They ran my credit 2 times and they ran my wife's co-signed 2 times also. We have been in possession of the car since that day. I got a phone call few days ago telling me they need to run my Credit hard and my co signers because their sales manager ****** and finance manager ****** had ran my credit incorrectly as commercial and now need to run it as personal. They ran my co signers credit again on the august of 11th, they could not run mine because i have experian and i had it on credit lock because im conscious and careful about my credit. they called me yesterday and my cosigners, telling me if i dont unlock it and they dont run it mine for 3th time and my cosigners for 4th time, they will call the police, report the car as stolen and if there is a person driving it will be arrested for possession of a stolen vehicle. ****** was the person communication with us in this threating manner. If they made a mistake, i ask they fix it. if they cannot fix it, I would like them to return all original documents i signed back to me, i want them to return my down payment deposit via check or cashiers check, i want them to take the car away, and contact all 3 credit agency bureaus and remove 3 hard pulls from my co signers credit report and remove 2 hard pulls from my 3 agency credit reports. they were not willing to finance my co signed alone with her credit based on their 3 approvals, also my co signed has a legitimate business in ****************, they refused to finance this vehicle commercially also. I feel i have been scammed. ALSO, they did not honor, their website, ********** and trucar price. they overcharged me by at least $1000 and refused to honor when i told them before sales, during sale and when signing final paperwork with financing. they are threating me with stolen car, arrest and jail time,

  Business response

  09/27/2023

  We are sorry for the delayed reply. ****************** filed a complaint with the BBB and the ** and we replied to the ** but had forgotten to reply to the BBB complaint.  Below is our response to the **'s office, which is applicable to the BBB complaint. 
  
  Thank you for your recent correspondence and for forwarding Mr. ******** complaint to our attention.  I am the *************** Officer for Bruce Titus Automotive Group.  We take seriously any customer complaints regarding our dealerships.  Please consider this letter as the dealerships response to Mr. ******** complaint.
  
  First, I would like to express our sincere apologies to ****************** for the experience he had with our dealership. We expect a high standard of service for our customers and based on the complaint, our team did not live up to the expectations.  We acknowledge the inconvenience and frustration that ****************** has endured.
  
  The conduct and experiences described in the complaint are not reflective of our dealership's values and principles. We were committed to making this situation right for ****************** and to ensure that such issues do not arise in the future.  Our store management had a number of conversations with ****************** after receiving this complaint and we worked through his concerns with him directly. 
  
  At this time, we believe Mr. ******** concerns have been addressed and the necessary corrective action was taken.
  
  Thank you for your attention to this matter and please let me know if you have any questions.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 03, 2023, 2018 Renegade. Noise heard when turning steering wheel. Didn't want to drive rig like this so I got a rental & left Jeep w/service dept.(Jeep Mileage 48674)I was told I had a broken sway bar link and given $ amount to fix. During the same service date I also had an oil change, tire ******************** completed. After several days waiting on parts, services were completed. I picked up my Jeep January 10th, after paying $955 I departed. I could immediacy tell that something WASN'T right, especially when at freeway speed. There was severe vibrating throughout the vehicle, a hard pull to the left at acceleration & a tug to the steering wheel when braking. Over all, no control. When safely home I called services & let them know something NEW was happening. I was given a new appointment, 1/19/23. That appointment, I again explained the new issue. I was told a rotation & balancing of all tires should be the fix, even though it was just done days prior. NO inspection of the previous service(s) was completed. I paid $85.00 for that day & left. Immediately I notice no change to the new vibrations & pulling issues. I called & was told I needed to pay a diagnostic fee to find the problem. I refused & entertained thoughts of selling while I just dealt.FASTFORWARD July 07, 2023, oil change & tire rotate (mileage *****). After a long wait my service advisor says there is trouble getting my tires back on as I DON'T have centering rings on my tires. A bit confused I asked what those were & if not having them would cause shaking/vibrations/pulls to steering when driving? His answer, yes. I mentioned services done back in **** are when problems started & services couldn't figure it out & wanted a diagnostic fee to do so. I further questioned why they were removed, got no answer. I requested a manager. After advisor spoke to manager & not me, I was told rings were on ********* was would be fit in tomorrow. No explanation at all! ****** driven in danger!!

  Business response

  08/07/2023

  We are writing in response to the customer complaint ******** that was brought to our attention. We take customer feedback seriously and appreciate the opportunity to address any concerns they may have.
  
  Upon receiving the complaint, our team promptly initiated an investigation into the matter. We reached out to the customer and requested that they bring in their vehicle for a thorough inspection and any required repair.
  
  We are pleased to report that the customer cooperated with us and brought their vehicle back for the inspection. We made the necessary repairs to address the reported issue. 
  
  Following the inspection and repair, we communicated with the customer to ensure their satisfaction. We believe the customer was appreciative and we consider this matter closed.
  
  If you require any further information or have any additional questions regarding this matter, please do not hesitate to reach out to us. 
  

• Initial Complaint

  07/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  08/21: 8,0000.00 down on a used 2017 *** ****** at Olympia Jeep.2022: Started experiencing issues with power loss consistently, shaking, the vehicle jerking high level of oil consumption (2 qts every 2 weeks) and smoke out of the tail pipe. This created a safety issue with power loss while trying to merge in ongoing freeway traffic.July 2022: Researched and found *** has substantial issues of engines blowing up while the consumers are driving. This is caused by a faulty engine design in which there is no recall but many lawsuit actions. The ****************** Manager informed me that I would have to pay for diagnosis of the oil consumption testing before they would even consider fixing the issue. 07/23 Exhausted and in desperation, I reached out again to Olympia Jeep. They sold me the car after the crisis with the engine fault design had already gone public. They did not disclose this information, or I would not have purchased the vehicle. I spoke with various people at the dealership attempting to rectify the situation. General Manager, although congenial, firmly advised me that the Lemon Laws are only for new cars and aloofly suggested that I purchase another vehicle and trade that in. He did advise that due to all the manufacturing faults, that the amount I received in trade in would be minimum. This seems ethically wrong at a minimum!

  Business response

  07/27/2023

  Regarding ************** complaint, we researched the *** ****** issue identified by ************ and it appears that *** extended warranty coverage for this type of issue. The extended warranty covers repairs to the ****** long block assemblies on these vehicles if the defects have been caused by ****** bearing damage. In addition, *** has also offered to reimburse customers who have paid for ****** repairs out of their own pockets.  Generally speaking, most manufacturers will reimburse customers any diagnostic fees paid if the testing determines that there is a manufacturing defect that will be covered under warranty. 
  
  We suggest ************ contacts a few of the local *** **********s to see which one might offer competitive rates for the diagnostic testing and to see if she will be reimbursed if her vehicle qualifies to be repaired under the extended warranty.  If the local **********s are not willing to work with ************, we would suggest contacting *** ******* at ************ to ask for assistance.
  
  As for the portion of the complaint related to the insurance coverage challenges related to a recent TikTok video, there appears to be a free recall to help reduce the risk of a potential theft.  If ************ has not had the recall completed, we would strongly suggest she schedule an appointment with a *** ********** to complete the recall. 
  
  We are sorry that the vehicle ************ purchased from us has not lived up to her expectations.  Upon reviewing the facts, the primary concerns appear to relate to ***s product design and quality control, rather than any action of ******* Chrysler Jeep.  Please feel free to reach out to us if you have any further questions or if you believe we can be of assistance.
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a used car from ********************************************************************************** on March 9th 2023, for $14,222.40. The next day while I was driving it I noticed that the brakes were squealing, I thought maybe because they had put new brakes on that they need to seat to the rotors. As a few more days went by I knew something was wrong. They then started to grind and not want to stop properly. I contacted them 3 times the first two times they told me nothing was wrong. The 3rd time they said it was a pin that was put in incorrectly. They said it was fixed and all 3 times they told me it was safe to drive. It didnt fix the issue. At this point I sent a text saying the issue wasnt fixed and they never responded. They had ignored me at my other attempts to have it fixed as well until I started calling and I went it one of the times. One day while I was driving I almost hit someone and had to veer off and hit a rock instead of another car because the brakes didnt want to stop in time. So thats when I contacted another shop and they replaced the brake pads. Then after driving **** miles the car was out of so I put oil in it and then a few days later did a oil change. When this oil change was done the oil was black. The oil isnt leaking anywhere, I park in my garage and I would notice oil on the floor. So I drive it for about a week and it starts making more noise and isnt wanting to shift. This just proceeds to get worse, so we look at the spark plugs and those are horrible so they get changed. Also, had to put more oil and a new filter in at this point. They car has consumed 15 quarts of oil since purchasing it. Then yesterday as I was driving on the freeway the car died and the check engine light came on. Luckily the semi behind me noticed my emergency lights when I put them on and backed off. This car isnt safe to be on the road in any way. Im not sure what is going to happen next with it but I dont want to find out. I would like my full purchase amount.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  A very odd experience overall. Came as a buyer who wanted to register my new jeep out of state. I was very clear in what I wanted, finances, and where I needed the Jeep registered. 1st finance manger went against policy and let me take my new Jeep home with out following company processes. 2nd finance manager had me drive back to the dealer and had me resign all my loan documents and addendum saying everything is taken care of, just for the 1st finance manger to text me days later saying the deal was incorrect and I needed to put an additional $2500 deposit down. 1st FM stated she found me another lender and I just need to resign. Then almost 2 weeks later she texts AGAIN to say that I need to return the Jeep until further notice. So they wanted to keep my trade in and take the new Jeep and leave me without transportation until they get "everything figured out." Decided not to do business with them and had them return my Jeep Wrangler immediately. It very confusing. Ive never had this experience before. I went to another certified Jeep dealer and was helped with absolutely no issues. Apparently from listening to other local dealers after explaining what happened Bruce Titus does not have a great reputation when dealing with individual cliental because they do a lot of corporate and larger scale sales and don't really care about the experience they give their regular clients.

  Business response

  03/07/2023

  We truly regret that the customers experience was frustrating. Our goal is to make sure that our customers have a truly exceptional experience at ************. Unfortunately, the customers experience was not truly exceptional. We should have done better with communicating Washington licensing requirements and ********** sales tax requirements based on information the customer disclosed to our team. Also, we should have clearly communicated our out of state buying process for customers keeping their purchased vehicle in ********** to drive. Were thankful that both parties agreed to rescind the car deal.

  Customer response

  03/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car in august 2022. A 2018 Nissan versa note. This car was sold to me without telling me about an open recall on transmissions that the salesman knew about. Also he sold it to me with the impression the car was pre certified and it wasnt. My biggest complaint is that the car paperwork said that it had things such as duel blind spot monitoring and upgrade packages that my car does not have and cannot be put into my car after the fact. I paid $12 less for the car than it was brand new. So knowing these things Im extremely upset and feel ripped off. They offered me a few oil changes to make up for the cameras not being on the car but I can get oil changes closer to me for way less than theres are valued so I declined. I just want what my car was sold to me saying it has. That or I want the car that I originally was interested in and for them to take this vehicle back:

  Business response

  02/09/2023

  When a vehicle is listed for sale on our lot, we have a computer program that generates the standard features on the vehicle to be listed.  Many makes of vehicles have a good VIN decoding system, but unfortunately Nissans VINs do not decode as accurately for a list of features. Once the automated process lists out the features, then a person finalizes the listed features by adding or subtracting, as necessary.  In this is particular case, we made a mistake on a feature listed on the paper.  As ************** indicated, she has the sheet of what we had listed as we have it posted in every vehicle.  She will also notice that the same sheet has the following disclaimer.
  
  It is your responsibility to address any and all differences between information on this label and the actual vehicle specifications and/or any warranties offered prior to the sale of this vehicle.  ************ on this label is compiled from publicly available sources believed by the Publisher to be reliable.  ************ may change without notice.  The Publisher assumes no responsibility for errors and/or omissions in this data, the compilation of this data or sticker placement, and makes no representations express or implied to any actual prospective purchaser of the vehicle as to the condition of the vehicle, vehicle specifications, ownership, vehicle history, equipment/accessories, price or warranties.  Actual mileage may vary.
  
  If the vehicle was missing a feature that was important to **************, I would have thought she would have tested it before purchasing or shortly after purchasing.  We did not know of the complaint until months after her transaction was completed.  This situation feels like buyers remorse from a transaction 5 months ago, more than a missing feature.  Additionally, after we sell a vehicle to a customer, our staff call to follow-up to make sure the customer is satisfied with their purchase.  In **************** case, the sales person called and spoke with her on a couple of occasions after the sale and she was happy with the vehicle and said nothing about missing features. 
  
  In **************** complaint, she also stated we sold a vehicle with an open recall related to the transmission.  We disagree with this claim.  When the vehicle was traded-in to our dealership it had an open recall for an ECM Reprogram (P9336), which was performed prior to **************** purchase.  As a part of the National Highway ***************************** (NHTSA) website, a consumer can lookup recalls on any vehicle by providing the VIN.  I checked on the status of **************** vehicle and there is not an open recall on her vehicle.  

  We are sorry that ************** is dissatisfied with her purchase, but there is nothing to be done this far after the original transaction, especially after we were told multiple times she was happy with her purchase.  

  Customer response

  02/14/2023

   
  Complaint: 19374292
  
  I am rejecting this response because:
  As much as you may think its buyers remorse, that doesnt matter. On the contrary I like my car I just dont think its okay to sell something to someone with paperwork saying it has things it doesnt. I wanted to be civil and try to come to a negotiation or settlement with the dealership without having to get an attorney. Bottom line you broke the law and sold me a vehicle without what it says its capabilities are. Im okay at this point with spending time and probably a lot of money on an attorney because this is wrong. I have a young child that almost got hit in my car because we thought we had blind spot detection. If thats what has to be done Im okay with that. Its not what I want to do but oil changes 2 hours from me, one there and one back, arent quite the resolution Im looking for. Also your salesman left half way thru the saw and left us to ask our finance guy any further questions, which he couldnt answer all of them. We were understanding of that, life happens. The salesman also stood outside looked right at the paper as I did and didnt notice it didnt have the blind spot detection either. N I asked him what it was later and what the other upgrades were, he didnt know and tried to leave it there. I had to asked him to find out for me and let me know, that did not happen. I also sent thru ur website to maybe the sales or service floor asking questions and did not get responses. I dont want to hash this out its pretty black and white. There are laws for reasons and believe it or not this falls under fraud. You see the state of our economy and Im sure h know how hard people work for thei money so I just want what I paid for. Thats it. Unfortunately if it cant be out on the vehicle than I guess we have to come up with a resolution or again Ill seek legal counsel and go that route which at the end of the day do either of us want? No.

  have a good day, its unfortunate things have come this far with all of this. Truely.
  Sincerely,
  
  ***************************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against Bruce Titus Automotive Group operating as **************************. On July 9, 2022 I had my VW Golf serviced. At that time, I was required to pay approximately $100 for a diagnosis to determine why the rear driver's side window would not roll down from that seat's location while it could be rolled down by the driver. I was told it needed a part ordered. I made an appointment to take place a little over a week later for today, July 18, 2022. The service department was not honoring my appointment time and told me that I would have to wait for a few hours before the repair could be completed. I objected and asked for the diagnostic report. None had been prepared or retained in my file despite the dealer charging me approximately $100. This mean that I could not leave the dealer to have the work performed elsewhere although that would have been my choice at that point. Next, I was presented with a handwritten estimate for the required work in the amount of $402.95, but then that number was crossed out with the explanation that the mechanic could do the work quicker, in only 1.5 hours. I agreed on the basis of that representation. The work took approximately 20 minutes and the service manager told me that because I had agreed I would pay for the full 1.5 hours. I vehemently objected to the misleading time estimate and the exorbitant repair charge. The dealer refused to let me have my car without paying in full. I paid under dispute and demanded that be put in the invoice notes and written on the credit card receipt. The $67 part (a window switch), which took ***** minutes to install was claimed to be a 1.5 hour job, for which I was charged approximately $425 for the diagnosis and repair. This was a misrepresentation of the true issue and necessary scope of work. I was prevented from seeking alternative services because the report, which I paid for, was withheld. This is unconscionable business behavior.

  Business response

  08/03/2022

  Im sorry to hear that we did not meet the expectations of **************** experience at our dealership.  We strive to communicate clearly and be transparent in our dealings, but it clearly sounds like there was room for improvement in this case. In regards to service appointments for repairs, the appointment time is set as a drop off time, not as the time the technician starts work on the vehicle. This is something that we could more clearly explain. In regards to the time allocated for the repair, industry standard uses a professional guide to estimate the hours for each repair.  We dont set the actual hours, rather we look them up based on what service needs to be completed.  Sometimes these repairs take longer than the guide while other times they take less.  One of the greatest impacts on how quickly a repair will be done is the experience level of the technician.  In **************** case, knowing that she was in a hurry, we had two VW Master Technicians work on the vehicle to get it done as quickly as possible.  Since we already discounted the price of the job for **************** and had our two best technicians complete the service in order to return the vehicle to her as quickly as possible, we believe the quoted and agreed to price was fair.Tell us why here...

  Customer response

  08/11/2022

   
  Complaint: 17584501
  
  I am rejecting this response because it fails to appreciate the facts of the situation. VW argues their cost to repair was reasonable. They repeatedly insist that I agreed to the repair cost in advance. VW represented to me that the repair was a 1.5 hour job and any agreement was based on my trust in the truth of that representation. However, that information was false. 

  Further, their characterization of a standard time frame for that repair is defeated by their own narrative. They charged 1.5 hours of labor, but they had started at a higher rate. That is the "discount" that is referred to in the reply. Clearly, there was no reliance on a strict time guideline as they state.

  Once I understood the scope of the situation, I disputed the charge. VW withheld my car keys until I paid in full. VW exploited their industry knowledge and power to take advantage of their customer.

  The situation is aggravated by this VW being barely out of warranty. The excessive repair cost was to replace a part which should not have needed replacement. The window switch should remain operable for the first four years of the car. VW has overcharged for a repair that should probably have been performed for free as a warranty issue].

  VW seems to want to increase their service revenue and they will overcharge their customers to accomplish that. There has been a gross injustice here. It needs a fair resolution.

  
  Sincerely,
  
  ***************************

*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. ↩