Complaints

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from them in 2022. They ran a ****** report, and it came back clean. I went to go try and trade in my vehicle in on 11/30/2024. That dealership ran a report, and it came back that my vehicle has severe structural damage dated back in 2018. They would only take my car for $1000 and said nothing I can do about this issue. I then called Tom Roush, and they said sure enough it is on there and that they would have not sold me this vehicle. Now I am stuck on a $14,000 loan, with no warranty on the vehicle and supposed to drive until paid off. Also forgot to mention with less than a year buying the vehicle the engine had to be replaced. Not even close to 50k miles and had to replace engine. And that experience was awful. Had trouble getting a rental. I could only use for a few days and car was not even fixed yet. This car has been nothing but trouble. I know if it was mentioned to me about structural damage. I would have not bought this car.

  Business response

  12/09/2024

  As the complaint mentioned we showed the Carfax in 2022 and it came back clean.  Although it is rare, we have seen where CarFax will post damage/accidents at a later date.  They relayed to us that they are continually gaining new data resources and will post damage on the CarFax report whenever they receive the data, even if it was years prior.  We feel Tom Roush **** is in no way responsible for the data that came in after the purchase. However, we would be willing to give **** today's trade value on his vehicle (not factoring in the structural damage) towards any vehicle on our lot.  If this is something of interest, please reach me at *****************************************************************************.

  AJ Roush

  Customer response

  12/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I feel like this should be 100% your responsibility. Your manager at the dealership over the phone said he would not have sold me that vehicle, if he saw severe structural damage on the vehicle. This is your guy saying I wouldnt have sold it to you. Even with market value youre still putting me out 6-7k. I feel like if I were to get a vehicle from you guys you should be able to cover that cost on your end with admitting to not selling me this car. We have twins on the way and asking to pay $200-$300 more a month when we do not have to because of something we were never made aware of. And the car fax you showed me was clean. Now Im at 14k on a loan with no warranty on the vehicle. Basically have to drive to paid off. I also had a major repair done within 6 months of owning the vehicle and had the engine replaced before even a year owning the vehicle. There has to be more you can do. 
  
  Regards,
  
  **** **********
  

  Business response

  12/26/2024

  The 2 biggest factors in your vehicle having negative equity is you elected to do a long term loan when you purchased the vehicle and you have put approximately ****** miles on it since your purchase.  Giving you KBB trade value gives you today's value of your vehicle with the depreciation you have put on the vehicle, but it does not penalize you for any of the vehicle history/Carfax report.  It would be as if you were trading the vehicle in with no negative impact on the Carfax history report.  However, I cannot control the loan term you selected or the amount of miles you put on the vehicle.  Please feel free to reach out to me at *************************************************** if you would like to work on this resolution directly.

  AJ Roush

  Customer response

  12/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I still do not believe you are doing everything in your power to help me with this issue. You sold me a bad car, and didnt tell me about structural damage on the vehicle. Doesnt matter what loan I chose I wouldnt have bought the vehicle and from you. I was in the market for a Malibu and it was the only one you had. I have had to replace the engine with along side multiple expensive repairs within not even a year owning the vehicle. Now you are making me drive a vehicle with no more warranty coverage and have a lot of negative equity, I figured at least the most you could do would add extended warranty to help the issue. But that was never mentioned at all. You misinformed me of a major issue with this vehicle and the most you can do is the *** price. Very disappointed in your attempts to help me, considering the fact your people even admitted to me on the phone you would have not sold me this vehicle. 
  
  Regards,
  
  **** **********
  

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/8/22, I purchased a used 2014 Infiniti QX60. When we test drove, the ** did not blow cold. They offered to keep it overnight so the service **** could remedy this. I returned on 9/9/22 to pick up the vehicle, only to be told that filling up the freon did not fix it. They assured me the warranty would cover that repair... if I waited about 30 days from the date of purchase (otherwise, the warranty would call it 'pre-existing'). I didn't like the sound of that, but went along because the paperwork was done. A couple days later, on 9/13/22, the check engine light came on. Less than 5 days. I contacted Roush the next day. They were able to get me into the service **** at ********** but not until on 9/20/22. I had to drop off forms related to my trade in and made them schedule the ** appt while I was there (10/20/22). On 9/20/22, ********* said there were 'loose bolts' causing the issue and sent me on my way. Two days later, on 9/22/22, the check engine light was on AGAIN. I reached out to Roush the next day. They said 'as long as it isn't blinking, you can drive it until your appt on the 20th'. Today was 10/20/22. The ** couldn't be diagnosed due to colder temps (Infiniti specific). Not my fault. I was TOLD to WAIT and it bit me in the a$$. Check engine light=catalytic converter. They can't fix it. I have to take it to an Infiniti dealer. My other option was to send me to a 'muffler shop' to get it replaced, but that would void the warranty if that part had an issue later. NO. I LITERALLY told them today that I didn't want this car anymore. I am anxious every single time I drive it and they should've never sold me a car that wasn't inspected or vetted beforehand. The ** hasn't worked since day 1. The check engine light has been on since day 5. At this point, they should give me the option of exchanging the car for something else. The cost of this car vs what I am getting out of it is not worth it. Give me another car or give me down pymt $$ to get a car elsewhere.

  Business response

  10/25/2022

  I have contacted the customer to trade her out.  

  Customer response

  10/31/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  I am happy to report that the dealership worked with me to trade out the Infiniti for another vehicle. Thank you for assisting with this mediation to ensure an appropriate resolution was found.

  Regards,

  *******************************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  04/11/2022: Brought my 2016 Chevrolet Equinox to the Tom Roush Mazda for several mechanical issues (low humming when driving, left front tire monitor not working, jerking when shifting and charging port not working). I originally purchased this vehicle on 02/21/2022 from their discount center (Tom Roush ******) in *************. I was informed that the vehicle would have a 60 day warranty for any problems. I also purchased an additional 5 year extended warranty for the vehicle on 02/21/2022.On 04/11/2022, the service tech manager ***** evaluated the "low humming" noise and determined it was the "wheel bearing". ***** called down to the ****** center because the vehicle was still under warranty. He was informed by *** that he wasn't going to approve it. ***** called my extended warranty company and they also stated that the vehicle is still under the dealership warranty and they also wouldn't cover it. I called and spoke back with *** at the ****** Center and he rudely stated that it's normal wear and tear. ***** along with the extended warranty company stated that it's not normal wear and tear and it should still be covered. *** continued to yell and me..telling me to "Shut-up" and it I continued that he would cancel my extended warranty.I mailed certified letters on 04/14/2022 to the following people: ****** Roush ************ ***** Roush ************************ ******* Roush (Vice President) and AJ. Roush (General Sales Manager) at ******************************************************************************************************** date no one has contacted me regarding this matter.

  Business response

  06/06/2022

  I reached out to the customer on 4-26-2022 by phone to discuss this matter.  We have talked several times since then, but have not come to a resolution.  In her complaint she says that there was a 60 day warranty for "any" problems.  The warranty she is referring to is a powertrain only warranty and we have always presented it that way.  Likewise, the 5 year service contract she purchased does not cover every item on a vehicle.  We reached out to the service contract provider and confirmed that the wheel bearings were not covered, not because there was another active warranty like it says in her complaint.  

  When I initially talked with the customer on the phone she mentioned that these issues were not happening when she took delivery of the vehicle and showed up some time later.  It is very common for a bearing to go out due to impact (an example would be hitting a pothole).  Seeing how the vehicle passed our inspection and the customer also stated it did not have the issue when she bought it, the dealership is under no obligation to cover the component.  Even so, we offered to cover a portion of the service ****.  She was very upset that we were not covering enough and ended that call abruptly.  

  I also talked with *** who mentioned he never told her (and would not tell any customer) to shut up and did not yell.  He had simply asked if she would let him talk to try and come to a resolution, but she would not listen to anything unless it was a free repair.  In regards to cancelling the service contract, he told her that was an option to get a pro-rated refund on the service contract if she was not happy with the coverage. 

  Even though we feel we have no obligation to cover the components in the customer's complaint, we did offer financial assistance which was declined.

  Customer response

  06/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  I don't accept the response to this complaint as  on 05/3/2022; I received a call from AJ Roush stating that there was a miscommunication between the extended warranty department that the "hub bearing" was listed "not covered" because it's a "wearable" part.   However, AJ  agreed that the "hub bearing" couldn't "go out" within the short amount of time since the vehicle was purchased.    I informed AJ on 05/3/22 that there was no written documentation showing that the "hub bearing" was even checked.....he agreed.   AJ then stated it would "hard" to know unless I hit a very hard pot hole.     I expressed to AJ that I hadn't hit any potholes and he was deflecting from the problems at hand.   If the vehicle was properly checked as he states then the following things wouldn't have been additional problem at the time of sale: tire monitor problems, car had to be jumped at the dealership and the charging port no working and a fuse had to replaced. 

   

  AJ informed me that to repair the "hub bearing" at it would be $1338.   I informed him that ***** quoted be $1250.....there was no financial assistance given at all.     And for the conduct of his sales representative (***), he in fact yelled at me on the phone during our initial conversation and he did say, "Shut up and let me talk or he'll cancel my warranty if I didn't like it.       At no time did I want anything for "free" and to even think that is very unprofessional. 

   

  I have since had the vehicle repaired. 

   

   
  
  Regards,
  
  ***********************************

  
  

*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. ↩