Complaints

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We basically fell into one of these car lots traps per a sale that they are supposed to ha e going on, but get told that there no vehicles for $0 or $1 at 189 amonth. Sell says it is for all credit types, not per approval. We got told that we had to have another 5,000 down on top of our trade in! My husband is rebuilding his credit and I have fair credit. My husband had a friend that had worse credit than ours and didn't need anything down and walked away with a car. They didn't seem to really want our business. I got a message reminding me about the appointment 2 nights ago and canceled it. I woke up to an email to one of the sales managers wanting to reschedule and want me to come in. We are wanting sue for all of hard pulls on credit reports and false advertising! We might settle depending on what gets offered to us. I also asked the salesman if there were any vehicles for the $1 down he did say yes but never would say what it was. When you are advertising this all credit types and vehicles should get the $1 no matter what! Now our credit score is down because of all of the hard pulls. With no vehicle from you! It's easier to be contacted by email due to me having to answer phones at work as well.

  

  Business response

  04/04/2024

  On February 13, 2024, Cecilia “Amy” ******** responded to an advertisement by our store that included statements such as
  
  “Drive away with zero down”
  “Payments as low as $184/mo”
  “Good Credit, Bad Credit, No Credit We Want to Help!”
  
   Also included in the advertisement was the attached Event disclaimer indicating
  
  “With approved credit.  No two offers can be combined, All offers for well qualified buyers.  See dealer for complete details.  Limited Time Offer.”
  
  After speaking with one of our sales professionals, a credit application for ******* ***** ******** and ***** ******** were received via our website.  One of the steps in completing the credit application is to authorize our dealership to pull credit in efforts to obtain financing terms from our financial partners.  The financial professionals at Audubon Chrysler take extra care to submit our customers financial information to those financial partners we believe will be the best fit for the customer’s vehicle goals.  In some cases, we work with several financial institutions to find the best terms and conditions for our customer.  It is our goal for each customer to leave our dealership in a vehicle with financing terms that fits their needs and budget.
  
  Obtaining full credit approval for a customer is a unique process based on the customer’s financial history, current financial status, and vehicle goals.  No two credit approvals are the same or created equal and credit score is not the only factor in getting an approval.   *** and ***** were notified that they would need either $5,000 down or a co-signer to go on the loan application with them.  They indicated they didn’t have access to either of those which prompted us to stop our efforts immediately.
  
  It is also important to note that on February 15, 2024; ******* ***** ******** submitted her financial information to a nationwide network of auto dealers and financial institutions through a partnership with Auto Credit Express/Cars Direct.  This process also requires that you provide permission for this network of dealers and financial institutions to pull your credit in order to obtain financing terms to purchase a vehicle.  Audubon Chrysler was not the only dealer that received her credit information and permission to obtain financing opportunities.
  
  Audubon Chrysler prides itself on offering new and high quality pre-owned vehicles while connecting customers to financial institutions to provide credit terms for the purchase of their vehicle.  We do not run credit authorizations without customer consent and we work hard to find financial partners for each customer.  In some instances, we fall short of our goal; but in no way do we act in a manner that is outside the customers best interest.
  
  We apologize to *** ******** that she feels she was mislead, but the advertisement disclaimer is clear, she expressed interest in purchasing a vehicle and she and her husband chose to give our dealership their credit information and permission to submit to financial partners in order to obtain financing terms.  However, Audubon Chrysler acted on her request.

  Customer response

  04/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: If the advertisement was clear,for $0 down, good credit, no credit, bad credit. No down payment would be needed.

   Number 2 after the fact we are still getting letters from our credit being pulled from you guys. That should have been a one time thing!

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

  

  Business response

  04/09/2024

  In response to #1:  The advertisement states “Good Credit, Bad Credit, No Credit…We want to help”.  Because as a dealer, we truly want to help our customers get into a great vehicle.  The advertisement does not promise that all credit situations will be able to take advantages of these opportunities.  
  
  In response to #2:  As stated previously, we worked very hard trying to find a lending partner who could get *** into a vehicle with $0 down and unfortunately were not able to do that based on *** and *****’s credit history.  Each time a financial institution denies credit terms for a customer or sends us a counteroffer, that financial institution is required by law to mail a letter to the customer explaining why they are not able to provide the funding as requested.  These letters are processed and mailed by the financial institution and that process can take days or weeks.  
  
  In response to the last comment:  We currently offer a variety of vehicles that are eligible for $0 downpayment, however the downpayment is not a result of the vehicle but instead a customer’s credit situation.  As a dealer, we have no control over who has to make a downpayment or how much; that is a decision made by the lenders.
  

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/26/2023 I went to this business with 7000.00 dollars in hopes that I would get a good car for cash and no payments when I was helped by a Carlot employee named **** he told me we could find one for a good price but he didn’t i told him I was not wanting one that I would have to put a any money in to drive it well he showed me 4 cars 2 in the shop and 2 outside 2 jeeps a charger and a Buick none I really wanted but he was pushy and very quick to get me to settle he told me good thing about our cars is you can return it in 30 days if you’re not satisfied with it I said great well I took the Buick on his word it was great but it wasn’t there’s an emissions system malfunction on it air bag malfunction a faulty back up camera and the lift gate is busted I was not made aware of any of this or I would not have purchased it it cost me 7000.00 down and 9800.00 more in payments they assured me it would be fixed or I could return it they checked it out and said they were major issues and they were waiting on the parts to fix it then they called me back and said they would not fix it I bought it as is and they said basically I was a liar their salesmen didn’t even say there was a return policy and I had a witness to this salesman saying this I made several attempts to resolve these issues but got no nice response so I contacted you they ran my credit and I received denial letters from at least 70 different companies and I have cardiac issues that don’t need stress or it will kill me so please help me I’m lost thank you I also never received any paperwork from them either

  

  Business response

  05/19/2023

  When Mrs. ***** came to the dealership she was showed vehicles that would fit the financing institutions guide lines. She picked the Buick above all other choices that was shown to her. At the time of purchase there was not any malfunction lights on the vehicle. She knowing bought said vehicle 100% AS-IS no warranty. The salesman that she dealt with would know better than to ever say that there was a return policy of any vehicle that would be purchased. As far as the denial letter the customer was sent to a few different lenders for her to obtain financing, we do not offer 70 different lending companies. I will attach the buyers guide that the customer signed stating 100% AS-IS. 

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased car on 9/11/2021 dealership agreed to fix a couple things. They have tried to deceive me regarding inside column by sanding instead of replacing with new that was supposed to do. lied about fixing the back bumper there was space between it and car itself. In order to fix this correctly parts under the car has to be replaced they do not want to do this. Salesman lied to me multiple times stating parts were in waiting for a time to get it into the shop, then told it was in the shop taken apart waiting for someone to put the parts on it, then told that they were waiting for parts and didn't know when they would be in. Then told to take it to a body shop where I live because I live in IN they are in Ky. When body shop told salesman it needed more work to be fix right salesman told body shop that they were not paying for anything on the car if I wanted if fixed I had to pay for it. I have all text messages, and a copy of the written contract stating they would fix it. This has been nothing put a huge stress on us, due to the fact my husband has cancer and I have multiple health issues and have been in and out of the hospital while this has been going on.

  

  Business response

  01/23/2023

  Business Response We have taken Mrs. ***** vehicle to two different body shops to have repairs taken care of. While we have had the vehicle, we have loaned her a vehicle the whole time while we had it. We promised to fix the rear bumper and the inside rear column. Everything that was promised to be fixed has been fixed at no cost to her. Any further repairs on the vehicle would need to be taken care of by Mrs. *****. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) The car has not been fixed. I can prove that it has not been fixed. Their service manager told me to my that it is fixed correctly. They said that they would not do anything else with it. You can look at the car and tell that it is not fix. They have not honored the contract they signed. I do not accept their response. They did not give you an honest answer.

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Audubon Chrysler and hops a finding a new vehicle I selected a 2016 Nissan Murano that had 135,000+ miles on it they asked 19,900 for it when I went to do the financing they told me that I wasn't approved based off my credit alone that they would need a down payment my other vehicle and my boyfriend to cosign I agreed to the terms but let them know that I would have to wait and get my boyfriends approval and signature I drove the vehicle home I had a gallbladder attack over the weekend end up having to have surgeryWhen I got home the vehicle was gone come to find out it had been taken by Audubon Chrysler Center told truck my stuff was still in it they have not returned my messages or my calls I also got information from Chrysler capital which is the finance company that they use that I have been approved for financing up to $33,000 I'm not sure what's going on here what they're trying to get from me or what they were trying to do if they were just gonna pull a fast one on me but very upset and I would least want my stuff back that was in the vehicle and i want to know why i'm still getting letters and calls from the finance company they sent with it they voided the deal

  

  Business response

  11/02/2022

  Business Response Customer visited the dealership on July 9th, 2022, looking to purchase a vehicle. To make the financing work the financial institution said that she would need a co-signer. The customer was able to find someone willing to co-sign, her boyfriend. We were told that he would be able to come in and sign all his paperwork the next Monday July 11th, 2022. After the co-signer did not show up on the agreed upon day to sign the paperwork, we started calling the customer to see what was going on. We made numerous attempts to contact the customer and co-signer without any luck to contact either one. We let this go on until July 19th, 2022, before we had to send a tow truck after our vehicle. Once we received the vehicle, we had to have another key made and it reconditioned for the lot. The customer states that they had belongings in the vehicle, The only thing that was left in it when we received it back was trash that our detail department threw away. If the customer and co-signer would have done everything on their end that was told to us, there would not have been any problem with the financing at all. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) They ran my credit over 15 times to different loan agency's which has affected my credit they sent a tow truck to come get that vehicle while I was still in the hospital I hadn't even been a week since I purchased it they waited no time to get a response they had no reason to have a tow truck come get it and idea to have belongings in the vehicle to Walmart bag that I just purchased items in there had not even been removed from the bag so they were not trash I'm really disappointed with this dealership I'm truly disappointed on the way they handled the situation because they would not respond to me at all so they didn't have to have another key made I sent a message to them offering to bring the other key back if I got my stuff back and never heard a response I'm truly truly upset and I want my credit to be fixed from these issues Business Response The customers credit was ran to multiple lenders in hopes to receive an approval for financing. The only reason a tow truck was sent to retrieve our vehicle was because the co-signer on the deal did not ever come in to sign their part of the paperwork. The deal could not be processed with out those signatures.

*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. ↩