ComplaintsforLegacy Auto Sales, LLC

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from Legacy in December of 2022. 4 days after I bought the car, I took it back to them because there was something wrong and I had a feeling it was the transmission. They told me they could not find a problem and that they would replace the transmission "to make me happy". I had asked about returning the car and trying to get another one but the general manager told me that I "would not have gotten my down payment back and that I would essentially be losing money." They replaced the transmission with a refurbished transmission and I told them I wasn't paying for it and they did not make me pay for it. About a month and a half later I took my car into the shop because the check engine light came on and there were sensors going out. I took this to my regular mechanic because I did not want to deal with Legacy and they fixed the problem. 3 months later, I am on the beltline and I get a light and message in my car that says 'transmission malfunction service now" and it starts to jerk really bad, I did not feel safe driving the car. Took it to Legacy because they replaced it, and they thought that it was a sensor and replaced the sensor. Said they had to get a Ford technician to come look at my car because they could not figure out what the problem was. They found out that it was the clutch, that is part of the transmission, and they replaced it with a brand new clutch. The total cost was going to be $2,000. They did take off some hours of labor and sold me the parts at their costs and that brought the total down to $1,351. I paid that because I needed my car, even though I should not have paid anything because they should have put a new clutch and transmission in the first place and not a refurbished one. I got my car back on July 13thth and not even two weeks later on July 24th the same message "transmission malfunction service now" came on AGAIN. I took it to them and they told me it was just a sensor and they said it ran fine, then it started acting up again and they found another issue with another sensor.

  

  Business response

  08/04/2023

  Hey ******, I am sorry about your poor experience with us. We did have to replace your transmission 4 days after you got it. We did replace it free of charge as we felt like you shouldn't have to pay for it. I know we both agree on that. When it came to the second time around you had your car for 7 months. Unfortunately the Clutch going out wasn't covered under warranty. We however did extend our 50/50 warranty to you to replace the clutch as well as charged less labor time than it actually took to fix the issue. Attached is a copy of the 50/50 Warranty which wouldn't actually cover the clutch because it's still a wear item. We still covered it because we wanted to give you the best experience possible. While we had your car we gave you a loaner free of charge so you wouldn't be without a car.
  The time you had to take it back a sensor went out and we didn't charge to diagnose or fix that issue. Unfortunately we can't tell when transmissions or sensors would go bad in a vehicle. That is why we offer a free 50/50 3 month/3000 mile warranty as well as offer other Warranties for purchase. Again I do apologize for the issues vou were having. If you want to inquire about any extended warranty that you initially declined, we would be more than happy to help you out with that! Please have a great rest of your day. Let us know if we can help you any further. Thank you

  Customer response

  08/09/2023

  [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. 
  
  Regards,
  
  *************************
  

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