Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car from them back on August 2024 and they have not provided me with the Title, registration or the Plates. For the past 5 months I been driving on temporary plates. They never have a straight answer all they say is they should be here next week, but next week never comes.They don't even bother calling me to tell me what is happening. Also they asked for my social security, don't understand why if i paid cash.

  Business response

  01/15/2025

  Pristine Auto Group try's to provide a speedy process to get customers every thing in a timely matter unfortunately there are problems with out of state paper work out of our control and takes time to get it corected.   There was an issue with the lean letter from the last owner of the vehicle so it took a bit longer to get the paper work done in a timely matter,  but customer did receive all here paperwork. 

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Timeline:June 18th: Visited Pristine Auto Group. The car had a check engine light and severe vibration. ****, the sales **** assured me it would be fixed by June 21st.June 24th: ***** informed me they couldn't fix the car without a non-refundable deposit. June 27th I left a $1,000 deposit June 28th: Paid the car in full $10,000. **** informed me that repairs hadn't started yet.July 2nd: Received the $1,000 deposit back. **** assured me the car would be ready by July 5th.July 5th: The car wasn't ready. ***** refused a refund, blaming my impatience.July 20th: I picked up the car; it still had the same issues. I received a $295 refund for registration.July 22nd: Took the car to ******* for a diagnosis.July 23rd: ******* found an injector and possibly engine issues. Pristine refused to pay the full $850 repair cost but agreed to $650 after negotiations. The owner stated, "After this, I have no ties or will no longer have anything to do with the service in the car since ******* is taking over." He also said, "I can fix the ignition, no problem, and if it doesnt fix it, it can go back to the dealer for the defective engine ******* Motors made for your model vehicle."July 24th: ******* confirmed the car needed $3,000 in valve repairs. Pristine refused further responsibility.Current Status: I had to have my friend call them to get answers about what was wrong with the car because they wouldnt talk to me, They mentioned something about having to open the engine multiple times, which I didn't fully understand as I'm not a mechanic. Since they worked on the engine, ******* wont cover it under warranty. The check engine light is off, but when the car is scanned, it shows a misfire in cylinder 2. In the past month, Ive spent $1,607.22 on transportation between *****, car rentals, car insurance, diagnostics and car loan. This doesnt include the stress and toll on my mental health. I am now seeking a full refund. Also they still have the ****** of the vehicle.

  Business response

  08/06/2024

  Good Afternoon,

  *************************** came into the showroom looking for a ******* and we had one but it was not ready for sale yet we needed to service the car first and it had a check engine light when we got it and  that would need to be addressed and  we told ************** that it is not ready yet but that was the car she was interested so she pursued us to purchase it few days later we told here it is schedule to go to service we do not prioritize service any cars out of order unless we have a non refundable deposit  but we would fix whatever the light was on for.  (Service shop is the one doing the repairs so sales people can not ****** a timeline when a car is going to be ready since they have no control over that they can give their opinions . ************** gave her deposit for the car and we took the car in for services and  we found that the car had a bad valve on the cylinder head, we sent the part out  get rebuilt this is not something that happens over night and some of it is out of our control since we need to depend on other business to commit to a timeline. The service shop that was doing the work never gave a particular date the car would be ready so sales people can only tell the customer what they know.  all work that was done came with a one year 12k miles warranty. ************** had an issue with the car and instead of bringing it back to the dealer or the service shop she was aminint on taking it to the dealer and the dealer diagnosed that the car had an injector problem (this was a wrong diagnosis by the dealer did not fix the problem that ************** mad us pay most of) we told ************** that if pristine Auto gruop was going to pay a dealer fix the problem we  would not be responsible for aditional costs since we do have a service shop that can do all this for fraction of the cost anything else and ************** agread to it.  ************** Trusted the dealer she took the car to and caused prisinet aditional expens of  $650 on a job that did not fix the problem i think she should be talking to them about why she had to pay $850 for somthing that was not broken in the car, and this did not fix the probem and we have in text messages that we told her if the dealer paid for the sevice done at the delaer Pristine would not have any other layibletes since ******* dealer is telling here what the problem is and ************** only ************** and this is anther example of ************** agreeing to somthging because she wants things done here way and when it dont work out she puts the blaims back to Pristine where it was hyundia that diagnesed the car for her.  ************** wants to do things her way but when ******* got it wrong she didnt care becsause it wasnet her money that paid for it.  ************** had warranty on the job that was done before she purchased the vehicle and this was told to her by me but since she had another shop take apart the car we need to check the vehicle to see if our warranty was not voted make sure ************;didn't do anything to void the warranty that was on the original work performed and most of this is caused by  not follow procedures and doing things how customer feels it should be done and that causes more issue than resolve any issues.  The car is at the service shop being worked on even though we Paid the $650 which she may need to reimburse pristine for since it was not necessary for that part to be replaced ************** can get reimbursed by ********************. ******* has a recall on the engine for the life time by ******* if the problem was internal in the engine and that is why we told her if it was an engienissue it is cover by ******* not Pristine but ******* told her after the work was done that it is the lifter on the Cylinder head that was bad and this would be covered under our warranty but she waved that right when she had pristine pay for the injector that had nothing wrong with it. ************** could have gotten this fixed if she brought the car back to our service shop. 

  
  

  
  
  
  
  
  
  
  

  
  

  Customer response

  08/08/2024

  
  Complaint: 22040417
  
  I am rejecting this response because:

  This information is incorrect. Pristine Auto Group did not pay $650 to ********************. If such a payment was made, I would like to see the invoice, just as I provided ********************* with the invoice for the $378 I paid for the diagnostic on the vehicle, which was required to have the vehicle released to me.
  
  ******************** initially quoted me $825, but since Pristine refused to cover it and only offered $400, I asked my service advisor for a better price. He lowered it to $650 because the ************************** was willing to work with me and help, unlike Pristine Auto Group. Later, ******* informed me that the issue was more severe, and the repairs would cost nearly $3,000. Knowing Pristine wouldnt cover this, I asked for my money back, but they refused, insisting they would "fix" the cardespite being unable to do so in the three weeks they had it. I made it clear that I no longer wanted anything to do with the vehicle.
  
  Im not going to allow these scumbags to come here and call me a liar when I have been transparent with them. You can even ask them if Ive cashed the $295 check they gave me to register the **** havent. Unlike them, Im not interested in money I havent legitimately and honestly earned. All I want is my $10,000 back, and Im willing to take the loss on the money Ive invested in this process.
  
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  Business response

  08/28/2024

  I do apologize i had the wrong info Mrs. ************************ did pay for her  diagnoses at ***** who told her it was the injector was not working and charged her for replacing it witch was a wrong diagnose and did not fix the problem and after changing it finding out that it was the cylinder head valve that was causing the problem. We had just gotten the cylinder head rebuilt by a machine shop and (*************** was aware of this and we had told her the work that was done had a 1 year warranty on it) was under 1 year warranty. when *************** got the car towed to us we took the cylinder head out and sent it to the shop to get it checked out and repaired under the warranty the same day it was towed in.  the machine shop just returned the cylinder head to us on 08/27/2024 at no cost to Pristine and ***************. The car is ready and running with no issues on the cylinder head, we called *************** that the car is ready and she is not picking up the car. Pristine ************** did what was needed to resolve her problem with the car under her warranty.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I bought a car and discovered in the contract the miles are different than the actual miles - ****** miles and in the contract it is ******* miles and the car is not working. I paid $7,000 for the car and I have proof of this. I want them to give me my money back and take the car back.

  Business response

  10/25/2023

  ******************************************************;the vehicle on 4/19/2023 we gave him a carfax showing everything reported to Carfax the miles reported to Carfax and the miles on the cluster of the vehicle was ***** ************************** signed the carfax and we gave him the odometer disclosure letting him know that the miles on the vehicle was ***** to best of our knowledge the discrepancy was on the carfax he was given at the time of purchase. 

   Pristine auto group gets their vehicles from many states and do not have past records or paperwork for the vehicle to be able to correct a clerical mistake done by another state because we are not the Previous owner and have no access to any of the paperwork from the previous  owner. The best we can do is inform the new purchaser what we know and in this case he was informed and the proof is that he signed the carfax that was given to him to review. 

  We are still in process to see if we can get papers that the state is asking for to correct the mileage issue on report but needed to do the title and registration for the vehicle so the customer can have his plate and the bank can get their liean put on the tiele. Attached is the carfax report athe the time of purchase.

  Customer response

  10/25/2023

  
  Complaint: 20657701
  
  I am rejecting this response because:
  
  I am not satisfied with the response received from Pristine Auto Group LLC, due to the fact that I was unable to receive my title until after 3 months of purchase due to fraudulent mileage report. As you can see attached, NY Motor Vehicle sent me a letter informing me of the discrepancy. Not only that, but I have accrued over $5,000 on expenses due to maintenance on the vehicle. I request the down payment to be reimbursed or for me to be able to return the vehicle without any complications on my credit score. 
  Respectfully,
  ********************************
  
  Regards,
  
  **************************************

  Business response

  05/07/2024

  The reason it took so long to get your title was due to the fact that we were trying to correct the mixup on the title from another state. This is not an easy process since we are not the original owner nor are we in the state the vehicle was originally titled our paperwork and the odometer had the mileage we stated on your paperwork. Like we stated before we provided the carfax to the customer that stated the desreptincey and was signed by the customer. We were willing for him to bring the car in so we can check it out and work with him to fix the problems but he did not want to agree to that.  As everyone knows we can not control Credit reports that are done by the Credit bureaus  he would need to talk to them on any impact the purchase had on his report.

  We tried working with him but he only had one option and would not agree otherwise.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business has abused my trust. I purchased a pick-up truck back in January of 2023. I made all the payments for a vehicle that was not sold to me in good conditions. For the last three months I have been making automatic payments towards my vehicle that I have not been able to take out of the dealership or drive due to mechanical repairs. If the pick-up truck is not ready in good conditions. I request a full complete refund including the bank loan.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle 01/14/2023, which needed to be brought back to Pristine Auto Group 02/03/23 because It clearly had issues at the time of purchase which should have been disclosed to me at the point of sale. Three times I have been told by the dealership that my vehicle was repaired, each time that was proven false. After leaving the mechanic for the first time, my vehicle needed to be pulled over on the *** because the gears froze. Two other attempts were made to fix my vehicle, and I drove up there 2 times but each time left without my vehicle because it was not able to go into drive. I also paid $499.00 extra for a warranty that they voided, yet still did work claiming it was under warranty. I only found out about the voided warranty because I called the warranty company. They also took a $100.00 warranty deposit from me, even though they had never even submitted a claim to the warranty company. That is fraud, and deception. I have proof that ***** told the warranty place he voided it in error. (if they reply to this they will tell you the warranty place voided it. They are lying.) I am filing this complaint to let the Better Business Bureau know that they need to be investigated for fraud, scamming, mechanical negligence, and being deceitful. I would write more, but there is a character limit. I do not want anyone else to have to deal with what I went through. Let this be a warning to everyone. The cars are only cheap because they will scam you out of more money in the future. Please, take your money anywhere else. You do not need the headache.

*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. ↩