Complaints

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, I purchased a vehicle from this business, drove it for a week. Then car started having issues. Took it to a mechanic that the dealer was affiliated with. Said everything was fine. Next morning. Check engine light comes on. Later that day my engine blew. Only had it a week, didn't even get a chance to see what happened.. And nobody wants to take responsibility. Dealership said they sold me a working vehicle, warranty said I didn't drive it enough. Had to hit 1,000 miles. I only had it a week. Happened from Oct 6th when I purchased to Oct 15 when the motor blew. I just drove it to work. Never miss used. Just need to know my options because I don't feel like this was "right"

  Business response

  01/08/2024

  Hi, 

   

  The customer purchased the vehicle in excellent working condition. Vehicle had complete full system replacement. Vehicle had the following services done to it prior to sale: 

  1: Complete timing chain replacement along with guides, oil tensioner, timing cover gasket. 

  2: Complete four spark plug replacement. 

  3: Complete Camshaft Phasers replacement. 

  4: Full synthenic Oil Change. 

  5: Road tested and emissioned prior to sale with no pending codes. 

   

  In addition to the services, customer was offered warranty on the vehicle. Complience to the disclosure of the warranty is customer's responsibility, if the Warranty Company denied the claim. The matter is outside the dealership's control. Lastly, please refer to the picture submitted by the customer, it indicates a huge whole on the engine body. Indication of physical damage to the car. (Please note: Any whole at the bottom of the engine will make any vehile non functional as the engine does not hold either pressure or oil to even START).  We did attempt to help the customer with his warranty claim but as mentioned, the dealership does not have the authority to clear the claim. 

   

   

   

  Thank you, 

   

   

  
  **

  Customer response

  01/15/2024

  Im tired of this gaslight response. "Sold me a working vehicle", I had it for a week. A week. And so the "warranty" they keep mentioning required me to have it for 14days AND driven 1,000 miles. So my "warranty" is non existent. Being that the car doesn't work. Never going to get it to 1,000 miles. So they have not attempted to help me. Had it for a week only drove it to work. There's nothing I could have done in a week to destroy an engine. Mechanic states a piston flew thru my engine. I didn't hit anything. Poor maintenance, lack of oil, or anything. But how could I have been responsible when the dealership "checked" it last. Had it for a week. How could I misuse or abuse this cars maintenance when I had it for a week. I have a giant paper weight that I never even got to pay my first month. But i'm paying on now as it sit there. Anyone can see this isn't right and his help was just "call your warranty". The one that doesn't exist. Because I had it for a week. Cant stress that major factor here. Had it for a week. I do not accept this answer. How am I to blame here. And nobody wants to take responsibility here. This isn't right. I even let them get away with selling me a car that the back door didn't even open, he didn't even know that, I told him.. So they didn't check everything. And he didn't allow me to take it right away because the headlights weren't attached correctly by the mechanic before leaving. So come on. They obviously missed something here. Im not going to be silenced by this company's gaslighting response. 

  Business response

  01/15/2024

  Hello, 

   

  The facts of the transaction was listed on the previous response. The dealership is not responsible for what kind of damages occur to the vehicle either due to lack of care or accidents post sale. The dealership protected you by providing you a warranty (Through third party, standard industry practice). If the te**s of those warranty is not satisfied or met, the seller is not responsible. It is unclear what the customer is intending to achieve here. We have helped as much as our authority/courtesy extended. FYI, most dealership work is perfo**ed by third party local shops to ensure accountability and unbiased inspection/work reports. The pictures submitted are clear indication of a hole by external object, piston holes are generally to the top of the engine. 

  Again, let us know how we can assist if it is within our means, we would accommodate. 

   

   

   

  Thanks, 

   

  
  
  **

  Customer response

  01/19/2024

  Bottom line. I'm not a scammer Im an honest man who only mistake was getting a vehicle from your business. Thought I did everything right. Put 5,000 down and thought it was good. Just drove it to work. I want a working vehicle. Not a giant paper weight. I had it a week. You can talk about misuse or accidents. There was none present. Your car failed after a week of driving. Less than 500 miles and a main component breaks. This is wrong. A piston flew thru my engine making a simple left turn in a 15mph neighborhood. I know I'm not in the wrong here. I really want this whole thing to just be over. Give you back the car and say this never happened. Because I didn't even have it long enough to call it mine. A week!! Seriously. Do better at least. People out here trying their absolute best and get "legally" Conned. This is wrong. And you know it. 

• Initial Complaint

  05/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In December 2022, I called this car lot to ask if they had any hybrid cars because I was an Uber driver and wanted a car that would be good for driving all the time with the gas. They told me they had one. So I went to go get it. On the immediate quick look they gave me, it looked fine. I signed the papers and handed over $9,000. As soon as I did, they said that they needed to keep it because of something. I don’t even remember because they gave A LOT of excuses over time. So I didn’t think it was a big deal because I wanted the car in the best condition. But after a day or two, I was concerned. I called again and they said they’re fixing the battery. Which is weird because why would you offer someone a car, and then keep it because it needs fixing. It should already be fixed before I gave the money!! Days turn into weeks. And sometimes they would even text and say the car is ready and to come pick it up the next day but when I called the next day to make sure it was ready (because it wasn’t in the past when I went to get it), they would say “oh actually we need to keep it longer because there’s a smell.” Then they kept it longer to apparently clean this smell that was from A HOMELESS PERSON SLEEPING AND PEEING IN THE BACKSEAT OF MY CAR IN THEIR LOT. The guy that sold me my car LITERALLY told me this. I was disgusted that they tried giving me a pee filled car!!! I actually took it home after one time when they claimed they were done and it REEKED of urine!! How away I supposed to drive Uber and have customers in the backseat smelling like that?? So I took the car back yet again. At this point, the month long warranty ran out. And now the guy started having an attitude with me! After them having my car for an additional week trying to get the smell out, I texted the guy when will it be done. And he said they got the smell out but now they’re ordering a battery from Phoenix and waiting for it to arrive. What?! Didn’t they already replace it?? Now the car isn’t working

  Business response

  05/04/2023

  Hello, 

   

  This letter is in response to your complaint against Arizona Pre-Owned Auto Sales. I am saddened to hear that you are dissatisfied with your vehicle at this point. These were the facts of your purchase from us. 

  1: You inquired about hybrid vehicles. We had one and offered you. 

  2: You visited our dealership and test drove the vehicle and informed us that your parents will be paying for the vehicle, thus you will coordinate with them. 

  3: You took three days to make your decision (Dec. 10-13/2023)

  4: Your parents agreed to pay for the vehicle. 

  5: Your parents arranged to pay for the vehicle (Dec. 23/2023).

  6: Unfortunately, our city is faced with increased homelessness. A homeless guy had slept and urinated in the vehicle (Neglect of our lot attendant to leave the vehicle unlock).  

  7: Vehicle was dropped to professional detail shop to clean the contamination (Business had Closed for holidays and New year). 

  8: We provided you loaner for the time being. 

  9: We delivered the vehicle January 23/2023

  Lastly, we installed hybrid battery with lower miles (Which took a week to delivery to us) to your car because you were going to use the vehicle for ride-sharing and food delivery. Arizona Pre-Owned Auto Sales provided you an excellent service and excellent running vehicle. Once again, we appreciated your business. If you need assistance, feel free to call us. 

   

   

  Thank you, 

   

  
  
  RM

  Customer response

  05/05/2023

  Ok once more, when I was ready to collect my car, I was told I could not test drive it because there was a problem with the battery!! They kept it for a couple days and then when they lied and said it was ready, i went to get it and that’s when I smelled my backseat which was horrendous and immediately called them to ask about it. I took it back to them and they took it to be cleaned for a couple more days. THEN they called and said it was ready. I picked it up and it went crazy that night and the battery died. They came to jump it the next day. And then the battery died again and they had to come replace it. I was given multiple loaner cars that all had issues and therefore I could not even work for Uber because I was afraid they could break down. And after they took the car for a third time to work on it, they let me know they would not be giving me another loaner. The seat was probably not even fixed back properly after it was cleaned because it rattles very loudly. All of this should have been handled BEFORE selling the car to me and saying it was in good condition! I did NOT even test drive it!!!! Had I known I was handing over $9,000 to not even get a car THAT day and to have MULTIPLE problems within the next few weeks, I would have not gotten this car. I should have at least been offered a different car to switch to at the time.

  Business response

  05/16/2023

  Hello, 

   

  We do not agree with the statements made by our customer. We are a solution oriented company and take pride in our products and services. We are not going to offer a full refund. However, we are open to consider taking the vehicle back as trade if the customer wishes so. 

*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. ↩