Complaints

• Initial Complaint

  11/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On or about 7/19/2024 we had our car towed to this dealership for a knocking engine. They told us they had to run several recalls before they could diagnose the engine. The dealer said that the warranty didn't cover the engine and quoted us a price for replacement to restore the car to full workign order after exhaustive tests. On 10/17/2024 we paid $5505.53 for car repairs after the motor was replaced. The dealer told us the car was in full working order. We drove the car home and 3 days later it was acting strangely so we had it towed back. They then said the exhaust system needed replaced and wanted us to pay an additional approx $4000 to fix it. We feel like they did not properly assess the car prior to recommending engine replacement or we would not have invested any money into repairing this car. It does not feel like a good investment to put any more money in this car. They have told us they would not give us more than $1000 for the car as trade in. We are requesting a refund of our money and turning the title over to the dealership but they refused. We feel this is the only fair and reasonable resolution at this point. We have been without a car for 4 months while this has been going on.

  Business response

  12/04/2024

  The customer brought the vehicle to us in August. RO was opened on 8/21/24. Most communication was with the customer's boyfriend. The concern was a check engine light on and it had a severe engine knock. We diagnosed a faulty engine at that time and attempted to pursue the warranty extension. *** denied coverage and the customer agreed to pay for the engine repair. I explained to him that when the vehicle left our facility it was in good working condition and that it is not uncommon to have cat converter issues after major engine failure due to an improper combustion chamber burn. This will allow raw fuel to be sucked into the exhaust system potentially damaging the cat converters.
  I told him that we would be willing to discount some of the repair but didn't give an exact amount. He was not interested in any discussion about the repair.
  
  The vehicle was not in good running condition when they towed it in to us and there was no way to know that the cat converters were going to have a problem. We did verify that when they picked up the vehicle it was running and driving good.
  

  Customer response

  12/10/2024

  I am rejecting this response because:

  1. Dealer states that its not uncommon to have cat converter issues after major engine failure due to an improper combustion chamber burn. This will allow raw fuel to be sucked into the exhaust system potentially damaging the cat converters which indicates that the recommendation we received to replace the engine was unethical. We were told that an engine replacement would fix the car and that wed likely get many more miles out of it. If this is common then we shouldve been told that. And if we were told that, we would not have chosen to replace the engine. 
  2. Dealer did offer a 30% discount on the second round of repairs which would still be $3400 to fix it. And who even knows if it would actually be fixed. It is not a smart decision to put more money into this car and at this point we dont trust the dealer recommendations. 
  3. We asked the dealer the trade in value before repairs and they offered us $500. Then after the $5500 engine repair and breakdown, they offered us $1000 trade in. This makes no sense when we just spent $5500. The trade in should at least be the cost of the engine. They are pushing us to pay for more unaligned repairs. This is just poor business practice all around, seriously lacking in integrity.
  4. We would like a full refund for the engine and sign the title over to the Dealer. This is more than fair. 

  
  

  Business response

  12/18/2024

   We had no way of knowing the current status of the cat converter due to the engine rattle or knocking when they brought it to **. We also don't know how long the vehicle has been driven in that condition before bringing it to us. 
  We have performed many Engine repairs in the past just like this one and had no issues with converters after repairs are completed. It's a case by case basis. Again, there was no way for us to know this before replacing the engine.
  

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