Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They replaced an engine for me approximately between the months of February 2024-March 2024 however as of December 2024 I had to take my car back to the shop for engine problems and thats when I was told that professional auto didnt tighten everything correctly like screws and forgot to put my transmission dipstick back in so my car just never had one all these months. One of the important screws that was loose was my windows. Due to them not tightening it correctly my vehicle windows wouldnt roll down. The problems Im experiencing now is my car keeps stopping, hesitating to accelerate, sometimes when the car is on and in drive her engine takes a while to correlate that information and will act as if its not on or in drive. I have to get a rental vehicle now to transport me to and from work until my vehicle gets fixed for a repair that I thought we fixed months ago. I cannot afford this.

  Business response

  12/27/2024

  We are looking into this matter and will get back with you soon.

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought my vehicle from Professional and I have been having a lot of issues with it. I explain to them what the vehicle is doing, and they clear the codes and tell me they didnt find anything. The last time it was there they had it for a week never called me about what they found was wrong with it and just parked it in their lot and never called to say it was done. I went to pick it up they said they cleared the codes and it was fine. Told me that if it acted up again to record it and have it towed back in. The vehicle is still under warranty. Vehicle acted up again took pictures and and had it towed back to them and they refused service on my vehicle and said they dont work on fords, but they had previously replaced the water pump about the second time it was there. Each time I have taken it to them they just clear the codes and tell me that it is fine. They do not tell me the codes or even know what their mechanic has it hasnt done to the car. They do not write down what I have told them what was wrong with it. They dont give me paper with it either. Now they have refused service on my vehicle.

  Business response

  10/03/2024

  Mrs. *******,

   

  We are deeply sorry for the way you feel. However, there is a lot of crucial information that you had left out on your "complaint". You Had towed your vehicle in on 9/5/24 without communicating with us or even an appointment. We diagnosed your concerns, and the vehicle was running fine without any issues. We spent hours trying to duplicate your concerns however the vehicle was running properly. When you came in to pay the diagnosing bill you threw a fit and complained that you had no money and wanted for us to fix and diagnose your car for free. We did not want to argue about it so we told you that we would not charge you as part of a Goodwill on behalf of Professional Auto. We advised you that you still have a vehicle service contract on the vehicle, and you can go anywhere of your choice to get it fixed. You had called us to tow your vehicle in on 10/2/24 and asking if we could tow your car in for free and our service advisor had told you we do not tow cars for free and you hung up on him. About 2 hours later the car shows up on a tow truck without an appointment or communicating that the vehicle would be showing up on our premises. We had to inform you that we are about a month out on repairs, and we do not have the space to store cars for a month. Again, you do have a vehicle service contract and can go to any shop of your choice. 

   

  Thank you

  Customer response

  10/04/2024

   I am rejecting this response because: I have brought my vehicle in every time I have had an issue with it, and I have always been told that nothing is wrong with it. When u was told about the fee for diagnostics I never said I did not have the money for it, I said I would be back to pay it, and that I needed another driver. It took 3 people to even find out what was done to my vehicle. The white smoke that has been blowing out the back has been an issue for a long time, and when it was towed to you it was explained to more than one individual of what was going on with it. I was told to take pictures of the issue when it happened again and I did that. When you had it last you had it for a week and no phones calls in the status of it or a call of when it was done. I called to say that the issue happened again and I said I would have to have it towed back and I asked about the tow bill because I was told warranty would cover it and was never given their information. I did not hang up on anyone and I did say what the issue was. When they vehicle arrived at professional I was called back saying service was being refused and that the mechanic doesnt know how to work on fords. They were full aware of it coming to them and they always said if there is a problem to bring it back. I have had issues since buying this vehicle and they had pushed around on it because I am a woman. They have ***** for sale on their lots and I have seen them work on other fords. The vehicle is a lemon and I feel they should have to pay off the loan and take the vehicle back for all the trouble I have had. I havent even been able to drive it for a whole year without issues. I have never seen a business act like this and treat their customers this way from a car lot. If I was a male and had a lot of money it would be different. 
  
  
  

  Business response

  10/14/2024

  We are carefully looking into this matter and will update you as soon as we conclude our findings. Thank you for your time.

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to professional auto sales to put my new tires on that I bought elsewhere. I took my car in perfectly fine and when I left the lot my car started stalling and grinding and all my lights came on. I tried to get it resolved through them and they ignored me. I took my car to another auto shop and professional had misdiagnosed my car then treated it by tightening calibers. I had to pay $750 to correct what they messed up. I made a ****** review and now they are harassing me.

  Business response

  12/04/2023

  Mrs, ********* came in because she wanted us to put on used tires that her dad bought. We do not put on used tires but she gave us a sad story as to why she cannot afford new tires and really needed them done. 
  

  We finished her tires and she came in the next day because her car was making noise. We checked her car and found out that her brakes were metal on metal and we also showed her. She declined to fix her brakes because she cannot afford to fix it. Usually we charge $99 for diagnosing but since she kept saying she was broke we waived the fee. 
  

  We did not hear from her for a couple weeks and she informed us that she paid $750 at some shop to fix her car. We called her to find out what was going on. She said that she took it to another mechanic and he put brake pads on her car and not rotors. We also have video evidence showing all we did was her tires. We didnt touch her brakes or anything else. Her car was metal on metal which means you cannot just replace the pads. She also admitted that she took it to another shop and they replaced her wheel bearing. 
  

  The tires that we put on for her have zero correlation to her brakes and wheel bearing. We just installed her USED tires. Brake pads do not get to metal on metal overnight as well as a faulty wheel bearing. 
  

  We feel that ************************ wants us to pay for her repairs and get them for free. We charged her $25 per tire and she wants us to pay $750. We tried to help her install her used tires which we did and she is after a free repair. 
  

  If she does not stop harassing us then we have no other choice but to file a lawsuit. 

  Customer response

  12/05/2023

   I am rejecting this response because: the very first day Professional Auto Sales put my tires on and I left their lot, I heard a clinking noise in my front tires. I reached back out that day complaining of the noise. They told me to bring my car back the next day and I did. They told me they heard the noise as well and it was a very easy fix. He said the mechanic forgot to tighten the brake plates and it would only take a few minutes. They came back in in about 5 minutes telling me "No, actually my brakes were bad and they were starting to cut down into my rotors". (I felt they were trying to sabotage my vehicle and get money out of me because i had no issues with my vehicle) I asked them "How did I bring my car in with absolutely nothing wrong with it, no noises or anything and all I had you do was switch out tires and now my brakes are cutting down to my rotors"? I told him I didn't have it in my budget to replace my brakes and rotors that day so he said he would have his mechanic get it to where the sound will go away and it would buy me a few days to a week before I had to have them replaced. When I left Professional Auto Sales that day my car was 10X worse. Now when I stopped my car was making a horrible grinding noise and it was sliding like I was on Ice. I again reached out to one of their employees letting him know that things didn't get better but worse.  Then all of a sudden all of my lights started flashing as i was trying to stop on top of making the horrible and embarrassing noises. I again called their employee and said I don't know what your mechanic did but something just isn't right! He said he would talk to his mechanic and he would call me back. He called me back 15 minutes later and said it wasn't good news! He said the mechanic admitted to tightening the calibers and that he shouldn't have done that. He stated that with me riding on it the way for almost a week would have bled the calibers and could cost me thousands of dollars. I told him I'm not paying a dollar because your job messed up my car! I knew my car needed to be fixed and wasn't safe to be driving my children to and from school in. I talked to my parents who told me to stop letting Professional Auto touch my car and take it somewhere else to have it looked at. I took their advice and after telling my normal mechanic everything that was going on and them diagnosing it they found it was my wheel bearing and that my brakes and rotors were perfectly fine. He said there is no way i should have been driving with my kids in the car, he said my front wheel was about to fall off. My father reached out to Professional Auto Sales that same morning trying to discuss a resolution and he was ignored. So i made a review to let others know my experience with them and how they misdiagnosed my car, tried to tweak things only to make things worse. All to try and have me hire them just to take my money. They reached out to me the same day i made the ****** review saying they were on my side and wanted to make it right. They asked me to send receipts and told me they would have gave me a discount for replacing my brakes and rotors. I again told them it was not my brakes nor rotors. They told me they would reimburse if i took my review down and i told them i would but then said i was over charged by the other mechanic. I even called to double check the price of labor and everything. I reached out to professional Auto saying the said the price was correct. A week passed and I get a text with an attachment saying i had 24 hours to take my review down or they were going to file a lawsuit. If Professional Auto would have never tried to treat my car for something that wasn't wrong and then admit what they did could have caused damages to my car, I would have never of had to have any other mechanic fix their mess up.

   

   
  
  

  
  

  Customer response

  12/06/2023

  Good morning, I just wanted to upload some text messages from myself and Professional Auto's employee's ***************************. As i stated in my complaint Professional Auto misdiagnosed my car then tried to treat it for the wrong thing. They keep trying to say I'm broke when that's not the case. My dad paid for my tires they said they would put them on and my dad paid full price for them to mount and dispose of my old tires. 
  When i left and my car started making noises the same day I reached back out. When i took it in to have them check the next day, they said it was my brakes and continued to say it was my brakes and rotors. Every time i left their lot things just kept getting worse. Professional Auto is known for sabotaging peoples vehicles to make them come out of pocket so they can get more money. So i did tell one of their employees after being told that i was going to have to get new brakes and rotors i continued to ask the price and said i was broke because I knew they were trying to get my money. I continued to say i don't know how i brought my car in with nothing wrong and by you guys just replacing the tires now I'm riding metal to metal. No that was never the case and i took my car else where and it was the wheel bearing and he said there was nothing wrong with my brakes or rotors.
  
  I just don't want them to get over on anyone else.
  

  Business response

  12/12/2023

  *************************,

  We are reviewing the claims as theres numerous attachments you sent. We will provide an update soon. Thank you for your time. 

  Customer response

  12/19/2023

   I am rejecting this response because:
  
  
  

  Customer response

  12/19/2023

  There hasn't been a resolution for the mistakes Professional Auto made on my vehicle. I've submitted all documents of correspondence from myself and them.

  Business response

  12/19/2023

  We are sorry about the way you feel but the only serviced we provided for you was installing your tires. If you don't believe us we have video evidence stating that we never touched your brakes or bearings. Please inform us of any factual research that states taking tires off your car will wear down your brakes to metal on metal and cause a faulty bering. If so, please forward that to us. We have been in business for 25+ years and never EVER had someone make a claim that installing tires caused their brakes to go metal on metal.  You probably didn't hear your brakes before because the tires we took off were in EXTREMELY poor condition and probably already had a lot of noise. 

   

  We take care of our customers and if we knew that we did something wrong even 1% we would be taking care of this no matter the cost. We will not be responding to anymore messages. 

   

  If the harassment continues we will see you in court. 

   

  Thank you. 

• Initial Complaint

  10/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I traded in a 2014 ***** Malibu for a 2017 ***** Equinox at Professional Auto Sales on 8/8/23. Everyone was very nice there, and I felt like, as a single woman, I could trust them. I was informed that all the vehicles go through a thorough examination before they are put on the lot and any issues are taken care of. Within the first two days, I had to have a new battery. They repolaced it at no charge. I had an agreement with them to split the cost of new tires, and they took care of that, too; however, when I took the vehicle to my local mechanic to have it serviced in September, he informed me that I only had 10% of the rear brakes remaining, and the front brakes were warped. My vehicle started shaking whenever I applied the brakes. I would think Professional's mechanic would have noticed the worn brakes when the tires were changed. My mechanic also had to replace all of the wiper blades because they were shot. I called and left a message for the salesman who helped me, but he never returned my call, so I just had my mechanic do the work. I also sent an e-mail on 9/25/23 and received no reply. It has cost me $775.95 just to have the brakes worked on and now the dash is making a noise and he's pretty sure it's one of the actuators. (I understand that this issue could have been missed by the dealership because it is not a constant noise). I do feel betrayed; however, because I was under the impression that the vehicle I was buying was in good working order. It clearly was not. I understand that I did not buy a new vehicle, but if the business doesn't actually fix what is wrong before putting the vehicles on the lot, they should not advertise as such. Brakes don't wear out in one month's time. I can provide receipts, if necessary. Any help with the added expenses would be greatly appreciated.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a vehicle through professional auto sales 4 weeks ago. I am attempting to register my vehicle now after waiting for these 4 weeks to get the title paperwork. The title office is saying that the dealership over charged me by ****% sales tax. They also state that the dealership gave a $20,000 trade allowance which is not accepted in this state. So I now owe almost $2000 in tax. I have 1 week til my license plates expire and will have to attempt to get a temporary registration which will cost me money.

  Business response

  03/29/2023

  ******************** per our phone conversation yesterday we had explained and answered all of your concerns. We overnighted a check to you for the ****% difference. We did not do anything wrong. ******* Law states we cannot charge taxes on a trade in. We also explained to ******************** that we cannot collect the **** county taxes and any additional taxes **** may have when he goes to register his vehicle. ************ very clear. We strive to make all transactions easy as possible and we have to follow the law. We hope this answers any more concerns that he has. We don't want anyone confused or misled in anyway. 

  Customer response

  03/30/2023

   I am rejecting this response because:
  The company took the money from me. I would imagine this is happening a lot to other people that have not figured out what they are doing to them. This is thousands of dollars they are pocketing from unsuspecting people every year. They told me NOTHING of any of this when I purchased the vehicle. They paid me the difference in tax because they were caught. They refused to pay for the registration which they "failed to correctly input into their computer" at the time of sale. These things are all things the business should know when conducting the business. 
  
  

  Business response

  04/06/2023

  We are truly sorry you feel that way but unfortunatelyyou purchased the vehicle in *******. It is Mr ***************;responsibility to do his due diligence before purchasing a vehicle in another state to find out his states county tax, state tax, and any additional taxes that could occur. Not to mention we discounted the truck to help ******************* and he has over 10k of equity in the truck. We collected 7% from ******************* and also paid the 7% that we collected from him. We did not pocket the sales tax that Mr ***************************** of doing so. ******************* traded in a truck and by the law we are supposed to obtain the title within 30 days and we have yet to receive it. We cannot sell his truck without  a title and we have been very patient and giving him the benefit of the doubt to get us the title. Again, we didn't pocket anything. We have been in business over 25 years and only believe in doing business the right way. Not to mention we overnighted the difference and he cashed the check. If we continued to be falsely accused and harassed we will take legal action. We hope this clears the confusion up with ********************

  Customer response

  04/07/2023

   I am rejecting this response because:
  Nothing has been resolved by the business in question. I resolved the issues by paying out of pocket over $2000. "Overnighting" (which took 5 days to reach me) a check cost $27 and the difference in sales tax they paid was about $300. No loss on their part. I lost big on this deal. The equity they claim is false according to **** and ****** book values. I am thru attempting to resolve the issue. I've paid the taxes and fees and I'm moving on with my life. Lots of lessons learned here. Wont be buying from this dealer or any other "out of state" ever again. Buyers be aware. 
  
  

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a vehicle on Feb. 4 and was assured there was no structural damage and provided a snip of the auto check report. The salesman, ***, stated they are a service provider also, so all of the vehicles get checked out and major repairs done before the vehicle is sold. I did view reported from Car Fax and AutoCheck; both give the vehicle raving reviews. The salesman met me in ********, IN to review and purchase vehicle. When the vehicle was brought back to MI it was noticed that there a large hole in the rear wheel well- this us a safety concern due to passengers being exposed to exhaust fumes. The wheel well is part of the structure. After this a mechanism put it up on a hoist and confirmed part of the frame is missing. The core support (radiator support) is gone. The radiator is being held up by the lines going to it. This is structural also. Both of these are safety concerns. Ive talked to two people in the mechanic field. Both immediately stated this vehicle should not have been sold I have contacted the dealer and stated I do not feel safe driving this vehicle and requested they take it back. I also stated I was surprised the vehicle had these defects after seeing the reports and their previous statements about the vehicle condition.. They have not provided a confirmation on what action they will take.I am hoping the dealer makes things right. Had these major issues been communicated, I would have never purchased this vehicle. I called on Monday after the wheel well damage was noticed when we got home on Saturday- after dealer closed for the weekend. I now have a ride available to get back home after taking car to dealer tomorrow.Given at least two structural/safety issues I do not feel the vehicle will be safe and also do not feel I can trust this dealer. I want to return the vehicle and get my money back.

*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. ↩