Complaints

• Initial Complaint

  06/27/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom It May ******** I would like to place a formal complaint on BNS, INC. DBA ************* SALES *************************************************************************** **************. I purchased a used 2012 ****** Altima(*****************) from ******** on 12/22/2023. The vehicles odometer reading when I purchased it was ******* miles. I paid a down payment of $2,500.00 leaving me with financing the remaining balance of $8,793.30 through ************* **** DBA ************* **** ***************************************************************************. I paid for my tags to be transferred off my prior vehicle which totaled the amount of $17.11 plus the tag for my Altima which totaled $9.64. The insurance for the Altima totaled $188.75 initially and $208.75 monthly. My car payment was $400.00 a month paid (01/23-03-23 = $1,200) Thirteen weeks and 6 days later I am in ***********, ** with my grandkids and the Altima that I purchased from ******** transmission went out and I had to pay for a Penske Truck Rental and tow my car back to ************* which totaled $266.97 on 3/29/2023. ******** offered me to choose another vehicle from their lot and only pay a $500 down payment. So, I chose a 2007 **** Edge (*****************) the paperwork shows they processed the Altima as a trade in towards the **** Edge which I bought on 4/3/2023. I also paid another tag transfer fee which totaled $2.65. The Insurance for my 2007 **** Edge Totaled $118.25 initially and then $108.25 monthly. My car payment was $400.00 a month for the Edge. I purchased it with a verbal agreement that they would fix the issue as to why the engine light was on and that was to replace a catalytic converter and the oxygen sensor. I purchased the catalytic converter for $549.99 and the oxygen sensor for $93.99. I paid E-Z Auto $275.00 to replace both. The employees there were very rude and unprofessional about my entire situation but I needed a car so I agreed to let them fix the **** Edge so the engine light would go off and it would be ready to go. Once they finished installing the items, I purchased on the vehicle I went and picked it up. I made it about a mile from E-Z Ride and my front tire/wheel went rolling down the road and the front passenger side of the **** Edge plummeted to the ground. I was in the middle of a lighted intersection. Witnesses called *********************** shock. The police arrived and I immediately called E-Z Ride. When the lady answered, and I explained to her what happened she immediately got defensive and did not care. She was being very rude and telling me that there is nothing more they can do and that these things happen. She continued to tell me that the mechanic was under there having to bang and work hard to replace the catalytic converter and that *** have caused another piece of something to break causing the incident. She was being rude and cursing at me. The ********* police officer that was standing with me took the phone and told her that E-Z Ride needs to pay for a tow truck and tow my car back to their lot and fix the issue. The tow truck came and towed the Edge back to E-Z Ride where it remains today. I talked to the same lady again the day after trying to figure out what will be done, and she told me ******* wasnt there and that she would have her call me. ******* called the following Saturday and told me my vehicle was ready for pick up. I explained to her that I didnt want the car back because it is unsafe, and she told me that they did me a favor by letting me get the Edge and there wasnt anything they could do. ******* also told me that EZ-Ride would not refund any amount of money. I asked for cooperates number several time throughout this entire situation and they told me cooperate wouldnt talk to me and one lady gave me a made up ***** number. E-Z Ride refuses to refund me any amount of money. They have been disrespectful, rude, and unprofessional. I went to remove the tag off the vehicle, and they tried to have me to sign a paper stating that I surrender the vehicle to them. I have recorded some of the conversations I have had with E-Z Ride for proof. They have caused me lots of stress and anxiety as well as loss of business. I own and run a restaurant that is open to the public and offers catering and delivery. Due to my two vehicles from EZ-Ride breaking down I have not been able to keep my catering appointments and I have not been able to offer my delivery service.

  

  Business response

  07/20/2023

  To Whom it May **************** am writing to respond to the complaint by Ms. *********************** against E-Z Ride Auto Sales.  

  ************ did purchase the 2012 Altima she discussed and we did allow her to get into another vehicle after she had trouble with the transmission. The Altima was sold "As Is", so E-Z Ride Auto Sales did not have to allow her to trade and get another vehicle.  However, in an attempt to "do the right thing" for our customer, we allowed her to trade for the 2007 **** Edge. Our employees were not "rude or unprofessional"....they worked hard and did what they could to help ************; just as they do all our customers. 

  ************ brought the Edge to our to mechanic to have the catalytic converter and the oxygen sensor replaced. The mechanic said ************ told him that "her son had already tried to remove the catalytic converter and they he left a tool attached under the car".  Once the mechanic put the Edge up on the lift, he said there was a pair of vice grips attached to the exhaust that connects to the catalytic converter and that bolts under the car were broken from her son attempting to remove the catalytic converter.

  When ************ called the office about the situation with the wheel and spoke to one of our employees, she was told that the mechanic was not there and we did not have any way to tow the car.  ************ was the one who was upset and acted ugly to our employee when she was told we did not have anyone there to come tow the car. We paid $175.00 to have ****'s wrecker pick up the Edge and bring it back to our mechanic shop.  The mechanic said the wheel/tire was still attached to the car, but was pushed out where the lower ball joint broke, so I'm unsure as to how the wheel/tire "went rolling down the road" when it was still attached to the car when it was towed to our shop.  Our mechanic inspected the vehicle and determined that the lower ball joint (which is not visible) must have been damaged with the banging and prying that had to be done to get the catalytic converter loose and that is what caused the wheel/tire issue. E-Z Ride paid $90.99 for a new cv axle shaft, $24.72 for a new ball joint, $80.58 for a new cv shaft and paid the labor of $170.00 for a total of $541.29 (including the tow) to have the Edge repaired.  Our mechanic drove the Edge home (appx 30 miles round trip) on two separate nights to assure that there were no other issues with the vehicle.  When ************ was told the Edge was ready and everything that we fixed, at no charge to her, she said she did not want the car. We explained again, what all was repaired on the vehicle at no charge to her, and she said she didn't want the car and wanted all her money back.  ********** manager told her "if she didn't want the car, that was her choice, but that we could not give her money back."

  ************ knew she would not get her money back and she new we had repaired the vehicle at no charge to her, and she made the decision to surrender the vehicle to us.  We hate that the situation with the ball joint happened to ************, but we feel as though E-Z Ride Auto Sales has done everything possible to try to help ************ (as we do with all our customers).

  Feel free to contact me at ************ if you have any questions or need additional information. 

  Thank you,

  *************************** (for ***********************)

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