ComplaintsforStevens Point Auto Center LLC

• Initial Complaint

  05/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After purchasing a vehicle over 6 months ago (we actually purchased 2 vehicles, read prior complaint), we were notified that we had to show proof of a payment to the dealership because the lien holder took a payment from the dealership. The lien holder told us that the dealership was responsible for the payment because they had not submitted the correct paperwork to the lien holder in order for them to submit the information online in order for them to create the correct app information for us to make the payment, so it was the dealership's responsibility for the payment. Now the dealership is threatening us in small claims court to ruin our credit for the payment for something they couldn't get straight. This is just another mess up on their end of months and months of s**** *** in this car buying process. Stay clear of this dealership. Run fast away from them. Nothing but a headache from day one. Read our prior complaint. This is just another new problem. The nightmare never ends with them! And now no one will respond to us from the dealership, all the way up through management, all the way to the president.

  Business response

  05/31/2024

  To whom it may concern-

  We do apologize to as to the confusion of the lender and the taking of a payment. We have spoken with the lender to clear this up. the customer does not owe anything at this time. Once again we are sorry for all the confusion.

  Patrick 

   

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased 2 vehicles from Stevens Point Auto.The first broke down twice in a week so we returned it for a different vehicle. It took more than a month to get the financing right, including calling us to say that they calculated wrong and our payment was going to be more than we agreed. Purchased a second vehicle ******* Corolla) and found out it had most likely been in a head-on accident at some point as the headlights, hood, and fender were off market. Had a headlight burn out, and they agreed to replace it (after spending more than 5 hours at the dealership, numerous phone calls and emails). In addition they said they'd "fix" the bumper. The fix was adding in some sort of caulk -- which when finished looked like an elementary student used a hot glue gun to it. We decided to return that car as well knowing the potential accident and how the ********** looked. Purchased a ******* from them instead. Was told it was certified preowned but they cannot produce any paperwork of certification or the 150 point inspection it supposedly went through. We had an appointment at the dealership to sign the paperwork and pick up the car. We arrived 15 min. early for the appointment, waited 40 minutes and was then told that neither the car or the paperwork was ready because "they didn't have time to get it ready for us and we could come back tomorrow." After dozens of emails and calls, a month later, we still have not received any certification documentation from them and they have stopped responding to my requests. ******* is saying there is nothing in their system showing it's certified and has escalated the ticket on their end. We have spent literally hundreds of hours on the purchase of the two vehicles, received terrible service from the sales manager and the finance department. The President vowed to make this right yet he continues to ignore all communications after the initial "nice, make it right call."The ****** is back on the lot for sale with no dealer notes.

  Business response

  02/12/2024

  We have verified with our ******* Sales Reps and confirmed that the vehicle is Certified and it does show in their system. We have also sent the certified pre-owned report to the customer. I have attached a copy for you to have or forward to the guest as well.

  ***************************;

  Customer response

  02/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.

   

  However, I'd like it noted that it took me nearly 10 emails to the dealership, 6 calls to ******** one conference call (that I arranged) with ******* and the dealership, and nearly 40 days to get this information from the dealership. I did the leg work. They kept telling me what they sent me this week was not possible to get; but, after continued efforts, amazingly, they were able to produce the document I was asking for since the beginning.

  Additionally, the financing is still not correct on the auto--I was just told last week we now need to come back to the dealership to resign some papers for the financing company because it was done incorrectly the first time. So, we are not done yet. While they satisfied one part of the request by getting the certification paperwork, we are still, 40 days later, working to get the loan paperwork corrected and the loan properly funded. 

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

  
  

• Initial Complaint

  11/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 2nd, I went to Stevens Point **** to look at a 2015 ****** Avalon. I liked the vehicle and put a deposit to purchase, but the car needed to be cleaned and prepped.I left the dealership that same day. On August 3rd, I had a medical emergency that landed me in the hospital, and I would be off work for a considerable amount of time. I called and let the dealership know this and I would not be needed the vehicle.I received a phone call later that month from the Finance Director stating that they owed me a refund and to call him back, which I did. I have left a few message over the past couple of months and I still have the $1000 charge on my Citibank Card. This was never refunded, and as of November 19th, 2023, the Dealership has not refunded me nor returned my shine calls or online inquires.

  Business response

  11/22/2023

  Stevens Point Auto Center wishes to apologize for this situation.  The Finance Manager that **************** worked with no longer works here, but that is no excuse for ** dropping the ball.  When we were made aware of the situation, we began the refund process and once we obtained the credit card number needed to put through the refund (as we do not keep card numbers on file), we received word from our bank that **************** disputed the charge.  At that point, we could not continue the refund.  We spoke to our credit card company, telling them that his dispute was valid and he was most definitely due that money back, which he received directly from our credit card processor.   Please see documenation from our credit card processor verifying they returned the funds to *****************  Mr. received his money back before he submitted this complaint.

  Customer response

  11/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. The charge on my credit card has been disputed, and it remains disputed. The credit card company has not issued me a full refund, as they are still investigating the charge. As soon as the credit card company approves and clears the charge, I find this resolution acceptable.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter bought a car back in April. Had it for less than a month and it left her stranded. They reset it (their words) and she got it back a month later. 2 weeks later it broke down again. They were going to reset it again and told her that WHEN it broke down again they could get the ball moving to replace the engine. In the end we found out that the engine that was currently in it WAS a replacement engine. We returned the car and purchased a different car and spent an extra $12,000. Total was $34,000. Less than 6 weeks later that car broke down and needs a new motor. She bought the extended warranties on both cars. They are now trying to charge her over $1500 more to replace the engine AND she will be without a car for up to 8 weeks. They are wanting to also charge her $38 a day for a loaner vehicle!! I would also like to add that I dont think anyone that works there knows how to use the company phones. No one can seem to make out going calls to return voice mails. Do not buy a car from here

  Business response

  10/05/2023

  *************************** purchased a 2014 ******* Santa Fe on 3/25/2023. The vehicle ended up having motor issue so we exchanged her out of her 2014 Santa Fe ( she paid ******** for it on 3/25/2023 and we gave her ******** for the vehicle towards her next purchase) On 7/17/2023 ******** exchanged her 2014 Santa Fe for a 2019 **** Flex for ********. The Flex was brought in t our shop in September needed a motor. ******** has Extended Warranty coverage and 5 days of rental car coverage.

  She was given 2 options for the engine repair:

  1. A used motor to be put in, with warranty coverage for ******* miles or until 7-17-25  which the extended warranty company covered all but ******. we said we would pay the ****** so all ******** would owe is her ****** deductible

  2. A remanufactured motor with 3yr/ unlimited miles which which is ******* less the ****** we would pay, it would only be ****** plus her ****** deductible so total out of pocket would be only ******* for a new motor.

  also, on ************* we did find one at another dealer which we purchased and had to pay ******* in shipping cost which i did not charge ******** for this as we are trying to take care of the customer.

  Another note, ************* which we have being shipped to us should be here in 3-5 days, the other used motor could have been 4-6 weeks, that is why we paid the ******* in shipping to get it here and help the customer get their car back sooner.

  Sincerely,

  ***************************;

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was in an accident 6/7/2021 and was taken to Stevens Point Auto Center. A police report was filed about the accident and the other party that hit the car agreed he was at fault and provided his insurance Mapfre. Stevens Point Auto Center verified with the other parties insurance that it would be covered and paid for. I took my vehicle in and rented a car, using the other parties insurance, which was paid for by them. Then a YEAR later, ****** from Stevens Point Auto called me July, 2022 stating she had been working with the insurance company & has proof of emails from the insurance company that they were going to pay but then decided in July 2022 that they would NOT pay. ****** said the claim with the other insurer denied the claim about 1 to 2 weeks after my car was repaired stating the customer DIDNT have insurance through them.. yet she continued communication with the other insurance for a year ****** said the other party turned in his license plates and will not agree to the insurance paying the balance owed. ****** then filed a lawsuit against me not even giving me time to work with my insurance and to figure out where to go from here. Due to ****** failing to do her job to collect the funds, they filed the lawsuit against me instead of going after the insurance company that agreed to paying the charges. Not once in a year was I contacted about the car not being paid for by the other parties insurance Due to the lack of communication and ****** not collecting the debt within proper time, I believe I am no longer responsible for this debt and request the balance be waived. My insurance company has sent a check for their part but I dont believe they should of receive that money either. ****** has said many different stories to me, the other parties insurance and to my insurance that I feel like she is trying to cover up for her mistakes and failed to do her job. I also request the lawsuit be removed from the courts website due to slander.

  Business response

  11/08/2022

  Tell us why here...

   

  To whom it may concern,

   

  We have reached out several times between 8/1/2022 - 9/15/2022 to **** to resolve this matter as we received a letter of denial from MapFree on 7/24/2022 of the claim. On 8/4/2022 contact with **** at 4:53 pm, she had indicated that "she was going to be calling her insurance company to go after the guy that hit her". After 4 voicemails left throughout September we sent a 10 day demand letter on 9/15/2022 which was accepted on 9/20/2022. We still had no response from **** so on 9/29/2022 we filed a small claims complaint against **** for the repair. Since then we have spoken with ***** from Progressive on 10/24/2022 at 8:51am, he indicated in the email that "**** said she would be coming over at some point to pay her $1000 deductible."  Progressive has issued $256.08 as of 10/24/2022 on this claim. As of today, $1310.44 is due on this claim which is the remaining balance of the repair, court costs, and her deductible. We would satisfy the claim with the payment of her $1000 deductible. 

   

  Sincerely, 

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

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I really didnt want to have to write this review or file a report to the consumer affairs department or BBB but I have no choice since I have a written letter to the owner with no response. I cant not stress enough to not send your vehicles here to be serviced. On August 3, my husband and I dropped our vehicle off to have an inspection done to make sure everything was running properly. We didnt get a call for a week with an update. Finally when ****, the ** service tech, called us he said it was a timing issues that would take several hours and cost $3,000-$3,500. I just wanted whatever needed to be fixed, FIXED. From August 3rd-September 15th we had to return the vehicle back 3 TIMES and we were charged over $3,447 and the problem wasnt fixed AND the vehicle started misfiring which it hadnt before. Over the course of 6-7 weeks, 3 times having to return the vehicle, paying for second opinions the vehicle is now sitting because of their negligence and incompetence. I have tried to contact the owner, because you have a 100% satisfaction guaranteed and my experience has been fair from it. I cant believe I would have ever been this taken advantage of by people that are supposed to help you. Stevens Point Auto Center only cares about profiting off of your misfortune and the countless comments and reviews show tons of people feel that same way I do. The amount of turmoil, stress, and anger this has caused me is so unacceptable from a business that has certified techs. You took my money, profited off of it for your benefit, and after 3 times still didnt fix my vehicle that you stated you did. Beyond unacceptable and you should be ashamed that you take advantage of people the way you do.

  Business response

  10/20/2022

  our response is attached 

  Customer response

  10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Actually you didnt go above a beyond, the only thing you did was ruin my vehicle and profit off my money. Im sorry ****************** but this doesnt cut it. Since you have such extensive knowledge of the situation you would know that the vehicle was modified and tuned YEARS before and we have brought it theee to be serviced in the last. So dont make it sound as if it just happened. I would like for you to admit how ridiculous the response was after the first paragraph, IT SHOULD HAVE BEEN FIXED THE FIRST TIME. The service technicians picked the most expensive things to fix (which let me remind you again that they didnt) and moved on to the next one. The ** hole doesnt have an ECU issue, and that wasnt even looked into until my husband mentioned the modification to ****. So once again your service techs arent serving anything and playing a guessing game while basically stealing peoples money. This whole situation falls on your shoulders. When you order a burger, you dont expect a salad. I went there wanting whatever issues found fixed, I was told the first time it was fixed and charged a ridiculous amount of money $3,447. I appreciate all the mechanic talk, but since you seem to know the issues why isnt my vehicle fixed and now MISS FIRING?!!!! The coil packs and spark plugs that were replaced by YOUR COMPANY are now causing a misfire. I also want to address that is was frustrating having to tell your service techs how to do their jobs because they refused to look into anything. I also want to address your several comments stating I refused services I have no receipt the last time I was there, I was never given one which is super convenient for you. So to say that a $150 diagnosis fee was waived for **** to sit on the phone with ** all day is some type of compensation isnt accurate. My husband called **** out on it the last day we were there and asked him if his service techs just picked the most expensive things on the list to fix and **** said seems that way while laughing. How awful to treat someone who has given you so much money not just this one job but over the years. Also, **** said he COULDNT fix the **** I never refused the service. You went through all the fees that you waived like its some type of favor, when it should have been done because you fixed nothing and damaged my vehicle further. I was charged a total of $1900 in labor, what labor??? They fixed nothing!! I want a refund or some type of compensation for the incompetence that is so clearly evident. The parts are clearly on the vehicle so I want refunded the labor due to nothing being done. There needs to be accountability for carelessness your establishment showed and has shown. 
  
  Regards

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought an Extended Warranty on a 2018 **** Escape from ******** Motors(now - Stevens Point Auto) still had 2 years or ****** miles left on the Platinum plan (originally $2400), when I traded in my Escape to buy a new Edge. Neither of which had any loans/leans involved. I filled out the paperwork to cancel the warranty when I bought the new edge Feb 7, 2022 at the time the paperwork said there would be a refund of $1000. and I was told it would take up to 6 weeks to be refunded. I have been in contact with Stevens Point Auto several times to find out what the hold up with the refund was, I was told the warranty had issues with the Auto center changing names/owners, then later that the warranty company wasn't going to honor the warranty because I had some repairs done to the *** prior to trading it in, then even later I was told the paperwork wasn't filled out properly so I had to sign a new form on July 27 that was emailed to me from the Auto dealer stating there was no lean against the *** to cancel the warranty. I signed it and sent it right back. *On the cancelation form I signed in July it reads the auto company would be contacted in **** days to complete any remaining paperwork and that all of the refunds will be issued through the selling dealer, the dealer will send the refund.On August 9 I had my new *** serviced so I went to talk to ******************* the one that I had been dealing with and bought the original warranty through, he contacted the warranty company while I was there again. I was told the management department of the warranty company (VWFS ******************** *** *************************************************************************************** *****) would take care of the issue, I haven't heard from either since. I attempted to contact the warranty company myself (customer # **************) and was told the policy was canceled prior to June 20, 2022.I am frustrated and would like some answers. Thank you

  Business response

  09/16/2022

  We deeply apologize for the inconvenience you have received and the time it has taken to get this resolved.  We have contacted VW again to work with them to get this resolved.  Along with contacting VW customer service we have also contacted our dealer representatives who handle the products that VW offers.  We will be contacting them again today.  They are aware of the history and have stated that they will be sending the refund to the customer.  Sorry again for the delay.

  ***************************;

  Customer response

  09/16/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  06/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm filing this complaint on behalf of my elderly parents. On February 25th, 2022 my parents bought a used Cadillac STS from Stevens Point Auto center. The car only had one key fob. In the process of selling the car to my parents Stevens Point Auto center agreed to get a second key fob. My parents have a "we owe" slip from Stevens Point Auto center stating that. Since the original sale, my parents have been unable to get a second key fob. They have contacted Stevens Point Auto center several times and either have talked to somebody who said they would get back to them or have left a message. Nobody's ever gotten back to them or let them know the status on getting them a second key fob. My parents are both in their late 80s so I'm stepping in trying to get this resolved for them.

  Business response

  06/17/2022

  We have spoken with *** and his parents and reinsured them that there is a second key fob on order it is just on back order. we fully plan to get them the second key and will keep them posted when it is in stock and we can get it programmed.

   

  Patrick Johnson 

  Customer response

  06/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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 at this time. Its apparently a supply chain issue. I guess all we can do is wait for now. 
  
  Regards,
  
  ***************
  

*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. ↩