Complaints

• Initial Complaint

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/03/2023 I purchased a 2014 **** explorer limited, for ********* with a ******* warranty in which they denied to fix the problem. 07/09/2023 I started to drive the vehicle for the weekend and the check engine light came on I called and told them to check engine light came on and it took about 2 weeks to get the vehicle in and then another week for them to order parts when they replaced the o2 sensor and the front brake pads the check engine light came back on on the way home and the next day the front brakes started to squeak and squeal again again I've called them I was told what do you want me to do about it and I said to fix the actual problem since then I've heard nothing from them and cannot get a call back I did take it to a **** dealership and the guy said I needed a rear catalytic converter and front rotors and brake pads I did tell Frontline Auto about it and they refuse to fix it the car still has problems as of now and I do have all documents

  Business response

  12/28/2023

  Customer bought car from ** on 07/03/23. Customer took vehicle on 07/08/2023 to emissions and car passed. A few weeks after customer brought car in for check engine light diagnostic and front brakes. o2 sensor code was pulled from scanner so we replaced o2 sensor and brakes as customer requested. customer then took car to **** and was told by **** that the catalytic converter needed replacing. unfortunately the third party warranty he purchased does not cover that item. at time of sale there was no lights or problems with vehicle and 5 days after sale customer had emissions passed on vehicle. 

  Customer response

  01/23/2024

  Absolutely forgot to mention after they replaced the O2 sensor and the brake pads that right after I left I called them cuz the check engine light came back on that's when they started telling me that I had to go through insurance I told them I would take it to the **** dealership and find out exactly what's wrong with it and send them the bill I was told that's fine when I called them back and gave them the bill they denied it and I do believe the guy's name is **** he said I'll have to do some research and see if I can't find a cheaper place to fix it and I will call you back and I have not heard back from them

  Business response

  02/07/2024

  The code generated by the vehicle was for an O2 sensor.  We replaced the sensor and it did not fix the problem, thus sent him to get a second diag.  He again has an aftermarket warranty which we only sell and do not service as disclosed in his paperwork with the "as is" and nothing added to the "we owe" at time of sale.  We do our best to help customers but not all items are covered under any warranty.  Several appoints were missed and not followed up on by the customer, and again anything we did was above and beyond at the time of sale as the vehicle was sold "as is".  Any items not covered by the extended warranty are the responsibility of the the customer as disclosed in the warranty paperwork he signed and was provided copies of.  

  Customer response

  02/07/2024

   
  Complaint: 21063200
  
  I am rejecting this response because:
  The check engine light came on less than a hundred miles of me driving it and they took down the mileage from when I first bought the vehicle to the first time I had to bring it in for the check engine light was less than a hundred miles and under the consumer protection act they are still liable for the vehicle or fixing the vehicle

  Sincerely,
  
  ***********************

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from this business on May 9, 2022, It was a 2012 ****** *********, AWD, Purchase Price $10.990 Dealer Handling $499 Taxable $11.489, state tax $333.18, County Tax $113.17, City Tax $405.56, RTD/Other Tax $126.38. Total Tax $978.29. Title $27.20 Service Contract $1995. Total Sale $14.489.49.. Cash Down $5000, Amount Financed $9489.49. I went to this place of business to look at vehicles, They were advertising a 2010 ****** for $8995 originally. my mother went and looked at it on 5/7/22 and spoke to salesman (*******) whom at that time said he would not sell it until I had a chance to look at it on 5/9/2022. When my mother and i arrived, he stated it was sold, however it was still on the lot and no SOLD sign was visible on the vehicle. He then brought over the 2012 ****** *********, stated it was just traded in, however they took Title on 03/22/22 while it was in Inventory. We then took it for a road test. After arriving back at the dealership, my mother and i sat down with ******* and discussed what types of repairs were done and needed. If the vehicle was safe to drive and if there were any major problems.. ******* assured us that the vehicle was sent through their service department and everything was good on it. ******* showed us the car fax whereas he assured all everything was in great condition. They gave me a 30 day warranty, The next day i noticed a weird noise while starting the vehicle and it stalled upon driving. I contacted ******* and explained this to him. I brought the vehicle to ****** near my home to be diagnosed. The Tork Converter needs to be replaced. The muffler was rusted and rattling. My mother did ask ******* about a crack in the front of the muffler and ******* stated it was a heat shield. The back brakes were metal on metal. Therefore I feel as though i was lied to and due to the amount of money i spent, i feel they should compensate me or take the vehicle back or help with labor costs!!!

  Business response

  05/24/2022

  To whom it may concern:
  
  *****'s mother did come to see a 2008 ****** that was for sale on our lot on May 7th, 2002.  ***** was not with her, so her mother did not feel comfortable committing to the vehicle before ***** had a chance to see it.  At no time was she told that we would hold the vehicle for her.  As it happens sometimes, someone else came in and purchased the vehicle before ***** or her mom returned.  Upon arriving on May 9th, ***** was disappointed to learn that the vehicle did sell.  We offered to show her other vehicles that fit her price and parameters.  She chose a 2012 ****** Outback, after driving and checking it out thoroughly.  
  
  Upon signing paperwork, ***** was presented an opportunity to address any issues or concerns, she had none. (attached) ***** was then provided several documents stating that the vehicle was sold as is, that Frontline Auto Brokers was not responsible for any repairs after the sale, that Frontline Auto Brokers does not have an in house service departments but as a courtesy to our customers does offer any dealer discounts we receive with any of our outside vendors, for any parts, service or maintenance necessary in the future. (attached)  She received, free of charge a 30 -day warranty, and an offer to extend it, (which apparently, did repair the torque converter she mentioned).  
  
  Frontline Auto Brokers will still extend the courtesy of any dealer discounts as we promised, and will do whatever we can to help her in the future.
  
  Thank you.
  

  
  

  Customer response

  06/06/2022

  This is my 2nd complaint about this business, as the issues have further progressed since the last complaint. I purchased a used 2012 ****** Outback from Frontline on May 9, 2022. Upon being shown the vehicle on the day of purchase my mother, partner, and I checked the car out to the best of our ability. I specifically asked about the brakes on the car at least twice, and my salesman, *******, assured me that they were in good shape each time. My mother and I continued to ask all the questions we could to ******* and later the manager, ***, about the safety and reliability of this vehicle. We were assured that the car was in great condition. Just to be safe, I purchased a 2-year warranty for an extra $2,000. I was shown a pamphlet on the warranty but not told all the fine details. On the test drive it seemed to be fine. The day after purchasing the car, it stalled out. Thankfully, it turned back on, but I brought it to my local ****** dealer a couple days later to have it checked over. It needed new brakes and a torque convertor. I called the warranty company, and they recommended a local auto shop... Romeros Mufflers and Auto. I brought my car to them a few days later to be diagnosed again. They concluded that my car needed new front & back brake pads, as well as resurfacing my rotors, and a new torque convertor. After waiting a week for the part, they did the repairs. Tuesday, May 31, 2022, Romeros called me saying on their test drive after all of the repairs, my transmission blew. I called Frontline and talked to ***, and he was no help, just rude and argued. Now I have to tow my car to a new shop to have a used transmission put in and will be paying at least $1,800 out of my pocket, on top of the $500 for my new breaks. This is all on top of not being able to use it since I bought it. Vehicle Price = $10,990 Dealer Handling = $499 Total Tax = $978.29 Title = $27.20 Service Contract = $1,995 Total Sale = $14,489.49 Cash Down = $5,000 Amount Financed = $9,489.49

  Refund; Compensation for all repairs since these are safety issues that were not disclosed at time of sale.

  Business response

  06/07/2022

  RE: ID ********
  
  
  *****************************
  
  
  To Whom it may concern:
  
  
  Kayla purchased a 2012 ****** Outback with ******* miles on it.  The vehicle exhibited no mechanical issues, while on the lot, or on the several test drives it had been on, including Kayla's.    
  At the time of sale, she was offered the opportunity to bring up any issues or concerns with the vehicle, prior to purchase, she had none.  (attached).
  
  
  She received, free of charge, a 30 day or **** mile limited third party warranty, paid for by the dealer.  She was offered the option to extend that coverage to 3 years or ****** miles at an additional charge, "which may reduce your exposure to future repair costs"  which she decided to purchase.  The warranty did just that.  This contract, outlines all of the specifics and limitations provided upon purchase, which she signed as well.  (attached)  
  It was also detailed, and signed by her, several times, throughout the purchase process that the vehicle was being sold "as-is", that any warranty purchased was through a third party, that Frontline does not offer any repairs or provide repair work, and that Frontline is not responsible for any future repairs after time of sale.  (attached)
  
  
  Kayla was offered to use any shops that Frontline uses and to receive our dealer discount, (you pay what we pay), if she desired. (attached)
  
  
  At no time, was anyone rude or argumentative with ****** in fact, the contrary.  Any kindness extended to her was met with anger, threats and accusations.  Her call was followed up by several other family members with similar results.  Our sales manager reached out to the warranty company, to try and help her,  whom apparently had done everything possible to mitigate any cost to the customer, even convincing the shop (********), to do any repairs at a discounted shop rate of 50%.  
  We understand she is upset, and have done all we can to try and help her, but to no avail.  It is unfortunate that her vehicle is having issues, no one wants that.  
  
  Frontline Auto Brokers

  Customer response

  06/08/2022

  Complaint: 17328162
  
  I am rejecting this response because:
  
  Yes, I did purchase my vehicle as is and I did sign those papers. I am also aware that I signed papers stating that Frontline is not responsible for future repairs to the vehicle. That being said, I do not believe this vehicle should have been sold to me in the condition that it was. I would accept an as is if I knew the problems prior. But, to sell a car with serious safety issues and not disclose this info to the person buying it seems extremely wrong to me. They stated in their response that I did not bring up any concerns about the vehicle at the time of sale. This is incorrect, as I stated in my complaint... I specifically asked about the brakes at least twice and was told both times they were in good condition. Learning a few days later that they were metal on metal, and I needed new front and back ones, $500 out of my own pocket. My mother also brought up other concerns at the time... the muffler, undercarriage, etc. She was told that the car was serviced and has no mechanical issues. *** mentioned in his response that the car went out on many test drives prior to purchase, we were not told this the day of sale.
  
  As far as the warranty... I was only shown a brochure when I decided to add the coverage. I was not told there were more details or limitations on things like limited liability of coverage or even pointed out that info at the time to read myself. Yes, it has definitely helped me from paying thousands on these issues, but I am still going to be spending at least $2,500 out of my pocket to fix the issues on this car that popped up the day after purchase. *** is correct, he did try to get me a discounted labor rate from the shop, which I appreciate, but do not trust this shop to do more work on my car. Yes, it is on a document I signed that I can get cost on parts from Frontline, but, was not offered this help until my father had to call Frontline asking them to help make this situation right. Also, I brought my car to the shop they use to fix my Torque Convertor and ended up with a blown transmission and my car worse off then it was when I brought it in, so I will not be using them again. Again, I have owned this car for a month and still have not been able to use it. 
  
  Yes, I did call Frontline to speak to *** to look for help. At no point was I angry... I was of course frustrated and being met with ***** smug attitude and no willingness to help (past the things above mentioned) or own up to lies/misinformation we were told by the dealership. *** did receive a few non angry phone calls from family members to try and get him to help me out and make right by this situation. Again, *** has yet to own up to the reality of the situation and only turns it back onto us trying to make us look like the bad guys. All of this said, I'm not here for he said she said. I'm here because I was sold a car with safety issues and was not disclosed this information when I signed those papers saying I was accepting the car in the condition it is in.
  
  I would also like to point out that looking at this business on ******* there are MANY reviews from people in a similar situation to mine. Spending loads of money on a car that they just purchased from this business a day to week later. As well as people having very dangerous situations with their cars a day to week after purchase with no help or ownership from Frontline. Shame on me for not looking at these before trusting these men to sell me a car. This place should not be allowed to get over on people like this constantly and get away with it. As a consumer going to a dealership, you expect your car to be safe when you purchase it. 
  
  All I'm looking for is to get back even half of what I'm having to dish into this car after already spending more on it then it's worth and to be able to drive it finally. This is hoping that nothing else breaks on it.
  
  
  Sincerely,
  
  *****************************

*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. ↩