Complaints

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business is refusing any and all work on a purchased vehicle due to unrelated reviews to get new mechanical problems fixed on the vehicle.

  Business response

  05/27/2024

  **** is stating his AC is not blowing cold, we asked if he had tried putting freon in it he said no. I offered to do it for him when he began to get very disrespectful. I explained to him that freon is not covered under warranty but other AC components are. I said if you'd like to call me back without being disrespectful I'd be happy to do the freon for you, or you can simply use your warranty and go somewhere else.

  Customer response

  05/27/2024

   
  Complaint: 21725379
  
  I am rejecting this response because:
  The dealership is refusing to look at the vehicle to determine what the actual cause is and has assumed the Freon is the issue without looking at the vehicle. There has been no offer from them for when it can be brought by to look at or fix anything either through text or over the phone. There refusal to even look at the vehicle comes from them due to an unrelated review and doing me a favor in fixing the motor due to them lying about the cause of a head gasket going bad due to a sensor codes kept coming up for and never looked at even with it being driven. Its come down to them not wanting anything to do with the vehicle saying its mine and I should be the one fixing it whatever the problem even with the warranty theyve offered and purchased since their one and only return call with a refusal still to look at or fix the vehicle Freon has been added outside of the dealership and hasnt resolved issue and best that can be determined of the issue with them not wanting to look at it the compressor is bad and need it fixed.  
  Sincerely,
  
  *************************

  Business response

  05/31/2024

  **** purchased this vehicle back in 11/25/23, **** did have an initial issue with the vehicle and we told him to bring it in diagnostics showed a thermostat we advised **** not to drive the vehicle and leave it with us he refused and took it to ****** I believe the vehicle started overheating and he blew the head gasket, which even his father in-law confirmed that had happened. We helped him with that issue. We have offered to do the Freon for free, ***************** up on me when I explained ***** is not a mechanical part that is covered under warranty, but I would be happy to do it for him. He became very vulgar and disrespectful. I had advised him if he would like us to do it for free call me back and simply ask not insulting me while doing it. In regards to the warranty it is through a **************** and is valid at any mechanic, we are currently not accepting any warranty claims at our location. We would *************** to take his vehicle into any shop of his choice and utilize his warranty.  

  Customer response

  05/31/2024

   
  Complaint: 21725379
  
  I am rejecting this response because:
  There has never been any offer to add r-134a to the vehicle at all just a refusal to do anything about the ac problem and to even look at the vehicle for any reason. The motor problem and the so called father in law that happens to be my moms boyfriend has nothing to do with the new existing issue they dont want to even diagnose. Theyre just holding the motor rebuild and a bad review against me due to them knowingly incorrectly diagnosing and fixing the problem correctly no matter how far or much the vehicle was driven from initial purchase of November 15 2023. Diagnosing a problem over the phone without looking at the vehicle is not correctly diagnosing an issue which is what they are trying to do  

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

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Traded in vehicle and purchased used vehicle on 11/8/23 at Auto Star Motors, Inc. Was strongly encouraged to purchase the extended warranty on used vehicle for additional $4,497. Did not receive extended warranty information with sale paperwork and sent follow up email to dealer requesting information on 11/10/23 and received sales packet via email on 11/11/23. Extended warranty service contract through *************************.On 11/27/23 I notified the selling dealer of my intent to cancel the extended warranty and secured their signature on the required cancellation request form and submitted it electronically. My cancellation submittal was declined on 11/28/23 and I was informed that the request needed to have a notary stamped letter included and be mailed in. on 11/29/23 I sent all required documents to Veritas via certified mail and sent them an email notice of the same with the documents. on 12/14/23 I received email notice from Veritas that my cancellation had been received and process and that the refund would be sent to the selling dealer. I sent a follow up email asking for confirmation whether a refund check had been sent and called a Veritas representative about the same on 1/3/24. Was informed that a refund check had been mailed out on 12/29/23 to the selling dealer. Sent follow up email to seller dealer on 1/7/24 asking whether they had received refund and when it would be returned to auto finance lender. Received email reply from seller on 1/8/24 that they just received check and it would be processed. On 2/6/24 I contacted my auto finance lender (*****) as to whether they have received refund and have not. It's been more than a month and the dealer has not returned the refund he received from the service agreement provider for the cancellation of my policy. I'm into the second month of car payments of which this cancelled service agreement ($4,497) is costing me more than $70/month in finance cost. Looking for help in recovery.

  Business response

  02/07/2024

  We apologize for the delay. Somehow it got missed. Check is being mailed out today

  Business response

  02/20/2024

  Check has been cashed by *************************** lender *****

*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. ↩