ComplaintsforStraub Automotive, Inc.

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This all started in December of 2021.I was informed I needed to bring in my vehicle to have it checked so they could order all of the parts that are damaged, So I took time off of work to accommodate this request. I get to the collision center and ***** ********* Walked outside and specified it was cold and didn't want to unlatch my hood with the fear of not getting it shut again due to the damage. Which I just had my oil changed with the same hood issue. So the next time I took my vehicle there they explained it should take about a week to fix my vehicle and I went over the issues I knew it had. I listed my washer fluid container and some sensors that weren't visible form the outside. The only reason I know about the sensors my safety features wouldn't work. So I receive my vehicle back and to my dismay I notice that my front end is held together with zip ties and missing pieces on the front and some other issues with washer fluid still not fixed you fill it and it all just runs onto the ground. The service manager (********** originally told me the missing parts where internal and wasn't visible from the outside. After my Fiancé quizzed him and showed him a photo we took the day the deer me. That you could literally see the "internal part "damaged. After this was revealed he took ownership that he simply forgot to order the part and it was his fault but didn't apologize for originally misleading me. So after we wait months to get the backordered part we take the vehicle back to get the hood repainted the washer fluid fixed and the backordered parts back on along with a few other small things. We received the car with the washer fluid container leaking worse than we left it, the hood needs repainted due to multiple paint runs. There is even a piece broken that wasn't before. Mr. ********* said he personally inspected my car. So we requested a meeting with him and his boss three times which he explained to me his boss was a very busy man and was unable to accommodate the meeting.

  Business response

  08/23/2022

  In response to customer complaint ID #*********
  

  Unfortunately, due to Supply chain issues, Back ordered parts and staffing concerns we were not able to satisfy this customer. 

  It has been brought to our attention that she has elected to take her vehicle to an independent repair shop where she is currently working with her insurance provider to remedy her concerns. 

  We do not feel that a meeting will assist in resolving her concerns. 

  Sincerely,    

  ***** ****           

  General Manager                                                                                                                                                                                                                                                                                                                                            

  Straub Automotive 
  

  Customer response

  08/31/2022

  Better Business Bureau:
  
  I have reviewed the 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.

  This is regarding the response from ****** ** *********
  

  I completely disagree with the official statement from Straub. My fiance and I tried to voice our concerns with Mr. ***** direct reports to come to an understanding with Straub. There were three occasions in a row that we requested a meeting with Mr. **** to discuss the issues we had faced for approximately 7-8 months dealing with Straub on this matter. Never once did we have a problem waiting for back ordered parts. The only parts that we had issues with were when we were told they were internal parts then the manager under Mr. **** explained that In fact it was not a back-order problem, but an oversight on his part which he tried to hide and lie to us. When we kept questioning it, he finally told us it was his fault. Then we attempted to discuss with Mr. ****. Now with that being said we had every intension of staying with Straub If our open-ended Invitation to seek clarity with Mr. **** would have been answered. 

  Respectfully, 

  ***** ***** 

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am a travel nurse I went to Wheeling WV to work at the *** ********* I was told by the hospital that it will not be a problem getting a taxi to get to work. However this was false it was extremely to get on, so I decided to purchase a use vehicle. On the day of the purchased I asked about the vehicle if it was tuned up and how was the tires I was told that the tires was ok I will have no problem driving it to Houston TX. On my way to Houston the lights came on for the tires and stopped got air in them but I was told that the tires were very bad. I prayed I got to Houston safely. All 4 tires had to be changed. I was told by ******** **** that the vehicle had the original tires on since 2017. I also had to change the oil plus I need a tune up which is not done yet because I am not driving the jeep. I reached out to Straub Nissan told them that I needed the money back for the tires and oil change on the vehicle. Oil change $129.28 and Tires cost $611.93 and send me to a ford company that will tune up my car here in Houston TX. They also sold me a contract for $3000 I need to get my money back here in Houston they will not honor it. The shop I went to told me that it is only good for WV.

  Business response

  04/05/2022

  The Customer purchased their vehicle in January of 2022. Prior to the purchase of the vehicle, it was serviced at our Ford Dealership. This service record is included in the copy of the carfax provided by the customer dated 04/30/2021. During this visit at 91388 miles, the oil and filter was replaced, tires inspected as part of our WV state inspection as well as other needed maintenance items for a total of $1 ,069.81. (Copy of invoice provided in this response) In response to the customers claim that the oil and filter had not been changed and the tires being unsafe, please refer to the provided document. (Invoice *******) This shows where the vehicle was maintained as well as passed WV state inspection parameters.

  The customer also mentions that the service contact the she elected to purchase to protect her investment is not valid in Texas. The contract that she purchased is honored in all 50 states. I would recommend the customer refer to page 9 of 11 of her contract where it outlines claim as well as cancellation information in the state of Texas.

  Straub Automotive will not be reimbursing the customer for her oil change and tires based on the inspecting process and maintenance that was completed prior to her purchasing the vehicle. At the time of purchase the customer signed a document stating that nothing else is owed or promised outside of the 2 oil changes and tire rotations honored at our Automotive group.

  If the customer wishes to cancel her service contract she would need to follow the process stated on page 9 of her contract.

  Business response

  04/18/2022

  Good Afternoon.

  
  

  Straub Automotive did not make any claim of replacing the tires. The invoice from the work that was performed was included in my last email and had no mention of tire replacement. When the vehicle was inspected for resale it passed all WV state laws for safety and retail of a vehicle. 

  
  

  Straub Automotive stands behind WV state law and is confident that the customer purchased a vehicle with quality tires that exceeded WV state minimum requirements. 

  
  

  If the customer has any documentation concerning her tires that she would like to forward, we would be happy to review it

  
  

  
  

  Thank you

  
  

  **** *****

  Customer response

  04/18/2022

  Better Business Bureau:
  
  I have reviewed the 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.
  
  [They know that all four tires was no good when they sold me the car I pointed it out to the sales man and he told me he would have the tires check, plus  my back up mirror didn't work he told me he would replace it and he lied that he did. I will not accept what they said the are crooks and liars there must be a law for them, plus they overcharged me for the vehicle. People should be careful before buying from them they are just no good. They are a big company in WV so they can do whatever they want plus the warrantee they sold most places here in Houston TX will not honor it. I haven't taken it to ford as yet, but I will to see if they will accept it. This is a no good company.

   
  Regards,
  
  ***** *******

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/9/21 I purchased a 2008 Honda pilot.exl from Straub used cars for 9,802.67 with the extended warranty. I paid 5,500 cash down. I purchased solely to safely travel with my family of 6 during winter months. Everything was great at first until I got my first code. It was for a catalytic converter virtually two months later, if that. Had to drive up to dealership twice and wait for hours at a time to get it diagnosed then wait another month to have the decision made that the warranty company would fix it. Took it to the ******* repair shop in Bridgeport took days to fix. When they pulled my car out they had not attached the cross member under my vehicle and literally ran over it infront of my eyes. I demanded they change a bulb (that wasn't broken before) and demanded they reattach my cross member after running it over with my own vehicle!! It has a constant rattling noise and grinding noise when I turn right as a direct result of cross member being warped and dust shield being bent from running it over. Called Straub that second, they said not they're problem talk to ******* (their repair shop!) I then had Straub check. 3 hours to look at the noise and check the brakes (noise coming from tire) they said it was fixed and it is only 25% less noisy now. My vsa light came on, they took hours to look at it. Had to call warranty company who weeks later, they called me 4 weeks later to tell me wasn't covered but theyd do it for around 2,000. So my stability system is now incapacitated which can force my car into limp mode. Then I lose heat, I had them look at it asap... tech said I HAD HEAT I AM WRONG. I have reynauds disease I cannot regulate my body temp in extremities so having no heat literally worsens my medical condition. Weeks later I take it back and say listen I do NOT HAVE HEAT! they confirm I was not lying. WEEKS LATER CALL AND TELL ME warranty won't fix it, BUT THEYLL CHARGE ME 500 TO FIX IT! THERE IS 4" OF SNOW NOW! I OWE 4000 ON A CAR BAD VSA NO HEAT!!

  Business response

  01/18/2022

  The Customer purchased their vehicle in March of 2021 under an “AS-IS” agreement. The customer also financed the vehicle through a 3rd party credit acceptance program that provided the customer with a 3rd party extended warranty contract. 
  
  Shortly after their purchase they experienced a failure of the catalytic converter. After reaching out several times to the customers 3rd party warranty company it was determined that they would not be covering the repairs under the contract signed. (Component not covered under policy) We as a dealership decided to offer the customer one time goodwill assistance with this repair. We ordered the part and made arrangements for ******* muffler to complete the installation of the exhaust component.  Straub paid $820.00 for the repairs to be made on the customer’s behalf. 
  
  Over the past 10 months and 14,xxx miles the customer has visited our service department with a few  concerns that include a VSA warning light and a heat issue to name a few. We diagnosed the concerns without any expense to the customer and attempted to get the needed repairs covered by their 3rd party warranty. 
  
  After determining that the repairs would not be covered, we provided an estimate to the customer of what would be needed to resolve their concerns. The price provided included discounted parts and labor in an attempt to assist this customer as much as possible. The customer declined the repairs and elected to take their vehicle. 
  
  We as a dealership would still be willing to assist the customer with discounted repairs if the customer elects to have the work performed. 
  
  Straub  Automotive Service Director.                 

  Customer response

  01/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  The catalytic converter was covered under warranty, Straub did not pay. Unless Straub again flat out lied to me again, it was expressed the warranty was covering the catalytic repair and that is why literally months after the cat complaint I had to go to the "approved" ******* center whom ran over my heat shield and busted my taillight bulb. 

  
  

  I was told I was lying when I came in for the initial heat issue, they said I had heat which I still do not. They have never diagnosed the issue with the heat, offering a flush (for a fee) to see if it would improve the heat. They cannot even give me a definitive answer on why I don't have heat, they do not know so how can they even repair! They don't know so how is it not covered under warranty?? The vsa system is integral to the performance of my vehicle, it is unstable and could shut down the entire electrical system rendering my vehicle useless. At what point do we admit this vehicle is unsafe with no stability control? It will eventually go into limp mode and won't go over 5mph at the end stage but ill still owe $4,000 on the vehicle??

  I refuse to pay another $3,000 on repairs for a lemon. 

  I was quoted around $1,000 for vsa chip and $150/hr labor. I was quoted again another ridiculous amount around $1,000 for a new heater core plus the $150/hr labor which would be performed in the Straub shop itself. (To my knowledge) So why did I have to go to ******* for the catalytic converter? Straub tech said himself he didn't know why I didn't have heat but for some very costly experimenting on their part they could possibly figure it out. That is unacceptable either you can diagnose a heat issue because it could be even my cooling system (which is integral to my vehicle to run) it could be a head gasket it could be a water pump it could be the radiator, thermostat, clogged heater core etc.

   They honestly shouldn't be offering repairs if they can't diagnose the problem. Instead calling me a liar initially and exclaiming I had heat the first time I had it checked. And it is free for them to look at the vehicles they sell (unless they lied about that also) so they are not doing me any favors having me sit and wait for hours to tell me they don't know what's wrong with it anyway but could offer a rabbit hole of Nickle and dime repairs that COULD MAYBE POTENTIALLY, "FINGERS CROSSED" WORK to repair the heat I don't actually have as they claimed I did initially. This could have been repaired months ago but I was told I was wrong. 

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

  Business response

  01/26/2022

  As I mentioned in my last response. The Customer purchased their vehicle in March of 2021 under an “AS-IS” agreement. The customer also financed the vehicle through a 3rd party credit acceptance program that provided the customer with a 3rd party extended warranty contract. 
  
  I have provided in this email several copies of signed documents by the customer and Straub Automotive indicating that the vehicle is sold “as is” with no binding warranty from the dealership. Included in her finance agreement with a 3rd party company the vehicle has a “limited” warranty policy to help protect both the customer and the financing agency.  This 3rd party company has elected to decline warranty coverage based on the parameters within her coverage. 
  
  In the customers response she mentions that she is not satisfied with the initial diagnoses of her concerns. We are more than willing to readdress her concerns if she feels that our initial diagnoses was incorrect that was performed at no cost to her as a customer. We can set an appt. to have the assessment/diagnosis performed and contact her warranty company again to inquire about coverage. If the repairs are covered by her 3rd party company we will move forward with the needed repairs. If the repairs are declined she will be presented with a repair amount needed to resolve her concerns as well as an assessment fee associated with the diagnostic time needed to properly diagnose the vehicle, 
  
  She also mentions that the exhaust repair was covered by her warranty. Unfortunately the repair work in question was not covered by her contract. Attached is the invoice from the Independent repair shop showing paid for by Straub. We informed the customer when this repair was needed that we would “cover the cost” for her. 
  

  
  

*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. ↩