Complaints

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a pre-owned Escalade from Susan Schein. My check engine light came on the day after purchasing and would stay on for a period of time and then go off. I took it back the next day. I should have returned the vehicle, but thought that they would stand behind it so I didn't. I was driving down the interstate and the power steering went out. There was also a roaring noise coming coming from the back. After spending $1500 on the power steering repair, the running lights went out. The Mechanic told the service manager that it was one of two problems, the front end issue approximately $1000 and if the back lights, they cost $1500 each. Later he found it was just a relay switch. The Service Manager suggested I talk to the new general manager. I did and he was extremely nice and explained he had just taken over and that everything was a mess when he got there. Mechanics were suggesting cutting wires when engine lights were coming on.. He was sorry I had such a bad experience and that he wanted to make everything right to earn my trust and loyalty back. He said that they would fix or replace with possibly a newer or lower mileage vehicle. I told him I wanted to stay in an Escalade. He said just give him a couple of weeks. Nothing happened. We had two more meetings with the same reassurance. Since nothing had been found, I just asked the initial issues be fixed. He told me to bring it in and the new head machanic would look at it. Now they want $200 for a diagnoistic test and are saying that the issues are something other than what was initially wrong. The issue has not changed since day one. Buyer beware! While they are trying to clean up past mistakes, this is not happening. My vehicle was bought and put on the lot without any of these issues checked or corrected. If you do decide to trust them, make sure that you take it to a reputable mechanic to check it out before purchasing and making a $40,000.00 mistake like I did! Good luck!!

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Bought a 2017 Chevy Equinox LS at Susan Schein Automotive in Pelham 2-11-22. They sold me a wrecked suv without disclosing it. They were rude, I didn't even get to pick the truck they choose it for me. They wanted a $***** dwn, I had $*** but on the contract they put that I put ***** dwn. They told me that I would need to pay for Gap insurance, plus an Ultra wrap coverage contract through them, all the additional fees I paid on top of the loan was 4,215.50. The GM is ***** ******-***** ************. I paid the *** the next week that they had said I put down. When I paid that I brought it to their attention that it was running right, it was shaking really bad and making a very loud noise. ***** test drove it and said theres nothing wrong with it, that it suppose to sound like that drove it back to the lot and he got out of the drivers seat and left the truck running with the door open and me in the passenger seat and walked off. I called him the following day and he told me that I was having buyers remorse and that's my problem not his. He told me that he'll sleep fine at night, and then said to take it somewhere else to get it fix because his service department will not work on it all and I even paid for warranty. He hung up on me while I was talking and would not take any of my calls. I let the lender know what he did and they said he needed to be reported. Please help me, the truck is getting worse the more I drive it. It has so many things wrong with it and It was night when I got and they didn't tell me all the problems that was wrong it. They lied to me, they falsified documents to make the sale and refuse to work on a wrecked vehicle that they sold to me. They took advantage of me and I need help getting justice for what they did to me, because they are going to continue doing this to other innocent people. They need to make this right because this truck is a money pit and I can't afford to replace everything that's wrong with it.

  Business response

  05/10/2022

  ***** ******, Business Manager of Susan Schein Automotive is replying to a complaint filed by ****** ******.  We sold ****** a 2017 Chevrolet Equinox that had a minor accident on carfax.  Susan Schein Automotive is a fully disclosed dealership so we provide all our customers with copies of the ****** that we have them sign at the time of purchase.  We do have a copy that we can provide with her signature on it.  When ****** came to the dealership to purchase a car she originally wanted a $35000 Chevy Tahoe and due to her previous credit history and low credit score the finance company was only able to extend credit to her for a vehicle under $*****.  The only SUV we had available at the time was the Chevy Equinox.  Ms. ****** test drove the vehicle, was shown the carfax, presented with a buyers order with price, taxes, fees and payments.  She signed all the required documents and took delivery of the car.  Weeks later we received a phone call that she was unhappy with her purchase and that she wanted us to look at a problem she was having with the car.  When she came in I personally drive the car with her and there was nothing wrong with the car.  She agreed that the noise she was hearing prior to her showing up was not there.  If you have any other questions you can contact me directly at ************.

  Customer response

  05/19/2022

  Tell us why here...***** didn't even come close to telling you the truth. I'm sure that he didn't tell you after he test drove the SUV with me in the passengers seat that when we got back to the dealership while the engine was running he got out of the truck and said it wasn't his problem and walked off leaving the drivers door open and me remaining in the passenger's seat. Please help me get justice, nobody should be treated the way he treated me, and no matter how my credit or for that matter anyone else's, we all deserve respect, and I promise you that none was shown to me. I have tons more proof backing my claim. Please help. The SUV is falling apart and my daughter is afraid to ride in it because she hears the noise it shouldn't be making and she feels the shaking from the other seat with her hand gripped tightly to the door handle.

  I just downloaded 24 pictures including an audio recording and it will not let me send it??

*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. ↩