Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I found this dealership by one of their ads on ********. Contacted them through their site. Applied for a loan. Was told everything looked good. Took an **** April 13 to the dealership to look at the car. Upon arrival was shown a 2019 dodge charger. Got the paperwork rolling. I told them I had $1,000 down. They said they could help and went through the process. After an hour was told I needed a ********** I found a co ****** and got the vehicle. May 8th I was driving and my electronic stability control light came on. I called them and asked them about it. I took the car up to ******** had them run my check engine light. It showed I had bad spark plugs and ignition coils. I contacted **** and ***** they scheduled me for a service appointment. I dropped my car off May 14th to service. Got a call around 4pm saying the plugs and coils were bad. Exactly what I told them. They said $1,000 to change them. I said no thats ridiculous. They never looked into the *** light said it wasnt on. Never test drove it to see what I told them. May 21 I changed the spark plugs and coils on my own time. Now fuel pump light is activating my check engine light. Called to speak with a manager got a call back from **** ******** or supposed owner. Who started swearing at me and telling me I didnt know what was covered under the warranty. He was rude and disrespectful talking to me like a child when I was trying to get help with a car i literally bought 30 days ago with multiple problems. 05/2024 I filed a complaint with the BBB 10/16/2024 they replied saying they would help with the vehicle I had took it to a certified tech who actually look at my car and the problem and says it needs a new transmission.10/2024-12/2024 I have reached out to them and **** no call back and they did not respond nor are they helping knowing they sell lemon cars most of there cars are down and not working within 30 days of purchase and they do not help or look into the problem.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We came in on July 19th. Finished up paperwork gave down payment and left with the 2019 ****** Altima platinum. Was told by ************************************* who sold the vehicle to us we were good to go, had the car and didnt make it far before a check engine light came on, we had many warning lights on some no big deal like wiper fluid sensor not working, however. the cruise control would sometimes work other times it would cut out mid drive which is dangerous. Anyways on August 2nd we get a call from *******/ R and L saying there was issues with the financing company however we just had spoken to financing right after and according to them R and L backed out of the deal. ******* had SCREWED UP somewhere in paperwork although he said we were good and let us leave. He also ran our credit over 12 times although we told him to stop as it was lowering our scores at this point, we had spent 260$ to insure this vehicle for less than 2 weeks, waited on R and L who drug their feet on finalizing paperwork to then have to drive back from ********** amidst a family emergency just to take the car back using over 300$ in gas and using time and money we didn't have. Now stuck without a car and a very bad taste in our mouth for this business they showed no compassion for what we had going on when we needed more time before bringing the car back. Not to mention the way we were treated generally by the salesman or his **********

  Business response

  10/15/2024

  Dear ***** *****,
  
  Thank you for sharing your concerns with us. We understand how frustrating this experience must have been, and we truly regret any inconvenience caused.
  
  Wed like to clarify a few details regarding the situation. Everything appeared to be in order until we discovered that your mother was unable to provide a valid driver's license, as hers had expired. A valid drivers license is a requirement for financing, and had we known about the expired license earlier, we would not have proceeded with the deal to avoid wasting anyones time. This was the main reason for the financing issues, and unfortunately, it led to the cancellation of the deal.
  
  We want to reassure you that despite the misunderstanding, we have fully refunded the down payment. We understand the difficulty of traveling back to return the car, and we sympathize with the extra expenses you incurred.
  
  We apologize for any miscommunication during the process, and if there is anything further we can assist with, please dont hesitate to reach out.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group

  Customer response

  10/16/2024

  Complaint: 22091860
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This dealership put me on a contract alone when I am just supposed to be the co signer . I am 80 years old and signed all the paperwork at home . The salesman brought the paperwork to me and said I would only be the co signer and now the vehicle is under my name . I never received the contract or any paperwork from this dealership . I still havent received a copy of the paperwork and I dont know what Im being charged or the interest rate . The only way I knew it was under my name is from the lender . They are refusing to give me a copy of the contract or paperwork I signed .

  Business response

  10/15/2024

  Dear ****** *****,
  
  Thank you for sharing your concerns with us. We truly value your business and want to make sure that everything is as clear and transparent as possible regarding your vehicle purchase.
  
  To clarify, the documents related to the purchase were completed in your name, and all signatures on the paperwork reflect your role as the primary buyer. Based on our records, there was no agreement for you to serve as a co-signer. We understand that this may have led to some confusion, and were more than willing to help clear up any misunderstandings. If you are experiencing issues with the vehicle or have questions about the paperwork, were here to assist you.
  
  We would also be happy to provide you with copies of the contract and any other documents you signed so that you can have them for your records. We want to ensure you are fully informed about every step of the process.
  
  Additionally, if you are encountering any issues with the vehicle, our newly established service department is available to help, and we can offer employee pricing to assist with any necessary repairs or maintenance.
  
  Please dont hesitate to resolve any remaining concerns. We appreciate your understanding and look forward to helping you.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group

  Customer response

  10/17/2024

  Complaint: 22054658
  
  I am rejecting this response because:these people lie . I didnt sign any paperwork at the office these people came to my house and had me sign the papers thinking I was co-signing . I am 81 and these people took advantage . I have my son and grandson as witnesses , ***** is the one that did this deal , my grandson thought he was on the record but he wasnt . Come to find out ***** says that this is the only way they could do it because the bank didnt want my grandson on the record . We didnt agree and he said he could make it work as a co-sign . They also never honored the discount that was offered from their secretary when we messaged them on ******** . My son asked about the 1250 dollars we should have received off and ***** said he would take care of it but looking at the truck bill he never gave us the discount so that was false advertisement already . Wait till the bank finds out about their shady tactics to get people approved , Ive got 10 other people that are also going to be filing complaints that I found off of ****** reviews . These people high price all vehicles and then do anything necessary to get them approved even putting the vehicle under other peoples names . They took advantage of the fact that I was confused . I do not drive this truck and cant cause Im to old . Why would I get a truck under my name and not drive it ? Like I said this signing was done at my own home. the desperate salesman came to my house and we do have him on camera coming in .  We have already taken the truck In since they offer a warranty which they did not honor and told my grandson they couldnt help him . Even though this was a week after we got the truck . These people are scammer. They took advantage and they didnt even provide us the contract like ***** said they would , we still havent received a copy and thats because they knew they didnt put me down as a co-signer but as the main person buying  . We still havent received a copy of the contract from the dealership . 
  
  Regards,
  
  ****** *****

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle that was supposedly supposed to be ****** on it and three days after purchasing it. The car had overheating issues. I took it back. They said theyd fix it a week later but overheated again. They told me it was the sensor so I drove the car. Two weeks later, the gasket blew on the vehicle and I took the vehicle back to be looked at and there has been consistent issues. I have not driven the vehicle for more than about three weeks and I feel like I was scammed with the purchase of this vehicle, even professional mechanics who looked at it said that this vehicle does not reflect the mileage on it. Do professional opinion they believe that the odometer has been sped back or that the car had previous engine problems that was done aftermarket. It wasnt put on the Vin number for a Carfax reflection and my complaint is there wanting to make me pay and I am a single mom. I dont have the money to put down for a new engine and they wont give me the warranty information that I signed And lost my copy which is on my fault but I just need help trying to get justice for this car that I purchased

  Business response

  10/15/2024

  Dear ***** *****,
  
  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for the issues youve experienced with the ****** vehicle you purchased. I understand how frustrating it must be to encounter these mechanical problems, especially so soon after your purchase. Please allow me to address your concerns in detail.
  
  First, I want to assure you that the vehicle you purchaseda ****** with only ****** milesis indeed consistent with the mileage reported. ****** vehicles are known for their reliability and long lifespan, which is why it is quite unusual to hear of overheating and engine issues so early in the vehicles life. That said, mechanical problems can occur unexpectedly, even with vehicles that have a strong reputation like *******
  
  In response to your concerns about the mileage, I want to clarify that rolling back or tampering with an odometer is illegal, and that was absolutely not the case with your vehicle. The mileage on your ****** is accurate. Unfortunately, ****** and other similar reports are only able to reflect what is officially reported to them. Any repairs or accidents that occur without being recorded on a vehicles VIN history would not appear in these reports, which happens frequently across the industry. We understand that this can be frustrating, but rest assured, the information provided to you was accurate based on what was available at the time.
  
  Regarding the mechanical issues youve experienced, we are sorry to hear that the vehicle has continued to overheat even after initial repairs. We understand your concerns, especially as a single parent facing additional costs. While we cannot verify the opinions of outside mechanics, we are committed to ensuring that the issue is properly addressed. If the gasket or other components were replaced during our previous service, they should still be under the parts and labor warranty. We would be happy to provide you with a copy of the warranty you signed so you can better understand the coverage available to you.
  
  In the meantime, we are more than willing to work with you to find a solution that eases the financial burden of any further repairs. Our goal is to resolve this matter as quickly as possible and to get you back on the road in a reliable vehicle.
  
  Please reach out to us directly to discuss next steps and to schedule any additional services your vehicle may require. We are here to help and appreciate your patience as we work toward a resolution.
  
  Thank you again for bringing these issues to our attention. We value your business.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group 

• Initial Complaint

  05/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchase date of the vehicle was 1/12/2024. The amount of money paid to the business was $500 down to go towards the total amount of $27,397. The business committed to provide me extended warranty through a third party warranty company ************************* The nature of the dispute is that the car is faulty and is constantly breaking down and the dealership failed to disclose car history. After the vehicle started having problems I elected to get a car history report which showed 4 different accidents; 1 of them had airbags deployed. The business has not tried to resolve the problem without charging a large sum of money. Account number with the bank **************** is: **************. Phone number to ************** is ************.

  Business response

  10/15/2024

  Dear ******** ********,
  
  Thank you for reaching out to bring your concerns to our attention. We apologize for any frustration youve experienced since your vehicle purchase in January 2024. At R&L Certified Auto Group, we strive to provide a transparent and positive experience for all our customers, and I regret that this situation has not met those expectations.
  
  To address your specific concerns:
  
  1. **Vehicle History:** We understand your frustration regarding the accidents revealed by the car history report. However, please note that we provided all available vehicle history information at the time of sale and were fully transparent about the vehicles condition. You also signed an "as-is" disclosure form, which clearly explained the vehicle's sale status and condition. The "as-is" form outlines that the sale is final and that any post-sale issues would be covered by the third-party extended warranty if applicable. We always encourage our customers to review all documents thoroughly, and we regret that any further issues were not caught at that time.
  
  2. **Mechanical Issues:** We understand that youve experienced problems with the vehicle and would like to assist in coordinating repairs through your third-party warranty provider, *********************** Mechanical issues, while frustrating, can occur with used vehicles, and we are committed to helping you navigate the warranty process to minimize out-of-pocket expenses.
  
  3. **Desired Resolution:** While an exchange is not possible due to the "as-is" nature of the sale, we are happy to assist you with warranty claims to address the mechanical concerns. We are committed to ensuring the warranty covers all eligible repairs and will support you in this process to the fullest extent.
  
  We sincerely regret the inconvenience this situation has caused, and we remain available to assist in any way we can. Please do not hesitate to contact me directly to discuss any further concerns or to arrange next steps with the warranty provider.
  
  Thank you again for your patience, and we appreciate your business with R&L Certified Auto Group.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group

  Customer response

  10/16/2024

  Complaint: 21752194
  
  I am rejecting this response because: The above response by R&L is not true and false.
  Regards,
  
  ******** ********

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found this dealership by one of their ads on ********* Contacted them through their site. Applied for a loan. Was told everything looked good. Took an Uber April 13 to the dealership to look at the car. Upon arrival was shown a 2019 dodge charger. Got the paperwork rolling. I told them I had $1,000 down. They said they could help and went through the process. After an hour was told I needed a ********** I found a co ****** and got the vehicle. May 8th I was driving and my electronic stability control light came on. I called them and asked them about it. I took the car up to AutoZone had them run my check engine light. It showed I had bad spark plugs and ignition coils. I contacted **** and ***** they scheduled me for a service appointment. I dropped my car off May 14th to service. Got a call around 4pm saying the plugs and coils were bad. Exactly what I told them. They said $1,000 to change them. I said no thats ridiculous. They never looked into the *** light said it wasnt on. Never test drove it to see what I told them. May 21 I changed the spark plugs and coils on my own time. Now fuel pump light is activating my check engine light. Called to speak with a manager got a call back from ************************* or supposed owner. Who started swearing at me and telling me I didnt know what was covered under the warranty. He was rude and disrespectful talking to me like a child when I was trying to get help with a car i literally bought 30 days ago with multiple problems. I went to the dealership and he magically left. But **** looked at my warranty paperwork and the fuel pump is covered. So now I have to pay a $200 deductible to get it fixed.

  Business response

  10/15/2024

  Dear ******** ******,
  
  Thank you for bringing this matter to our attention, and I sincerely apologize for any frustration youve experienced regarding your 2019 Dodge Charger. We take customer concerns seriously and regret that you were dissatisfied with the service you received after purchasing your vehicle.
  
  Id like to address the key points raised in your complaint:
  
  1. **Vehicle Purchase and Financing Process:** We appreciate your business and understand the importance of a smooth purchasing experience. Were glad we were able to assist with the financing and co-signer arrangement so you could take home your vehicle. However, I understand that your experience following the purchase has not met your expectations, and for that, I apologize.
  
  2. **Initial Service Appointment:** Im sorry to hear about the issues you encountered with the vehicle shortly after your purchase, particularly with the spark plugs, ignition coils, and the electronic stability control light. While we strive to provide timely and accurate service, it appears that there was a breakdown in communication regarding the diagnosis and repair process. I regret that you felt the pricing for the spark plug and coil replacement was unreasonable and that we did not thoroughly address your concerns about the *** light during your initial visit.
  
  3. **Warranty and Service Coverage:** Regarding the fuel pump issue, I apologize if there was any misunderstanding or miscommunication about what was covered under your warranty. While the $200 deductible is a standard requirement for warranty repairs, I understand how frustrating it must have been to navigate this process, especially with multiple vehicle concerns in such a short time frame. Please rest assured that our goal is always to resolve issues efficiently and in accordance with the warranty terms.
  
  4. ****************** Experience:** Im particularly concerned by your description of the interaction you had with Paco. We hold our team to high standards of professionalism, and I will address this matter internally to ensure that all customers are treated with respect. I apologize for any inappropriate behavior or language that was used during your conversation, and I will make sure it does not happen again.
  
  While I understand that your experience was not up to our usual standards, I want to assure you that we are committed to resolving your concerns in accordance with the warranty and providing quality service moving forward. If there is anything else we can do to assist you, please dont hesitate to reach out.
  
  Thank you for your feedback and for giving us the opportunity to improve.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group  

  Customer response

  10/16/2024

  Complaint: 21746000
  
  I am rejecting this response because:

  the only reason they are responding now is because the warranty has expired and they do not have to do anything to help. They just want to make it seem like they are helping and do not want a bad review. Too late to try and save face its been almost 6 months and now they want to reply. They are all rude unprofessional and do not sell good cars. 
  
  Regards,
  
  ******** ******

  Business response

  10/16/2024

  Dear Ms. ******************** you for your response. We want to clarify that our goal has always been to assist you in the best way possible, regardless of timing or any warranty period. Our delay in communication was not intentional, and we sincerely apologize for any frustration this may have caused. Please know that we value transparency and fairness, and thats why we made the offer to assist with your vehicle, even beyond the warranty period.
  
  While we understand your frustration, we stand by our commitment to offer any support that we can, and our recent efforts reflect that. If there is anything else we can do to help, even at this point, we encourage you to reach out to us.
  
  Thank you for the opportunity to address your concerns.
  
  Best regards,  
  Compliance Officer   
  R&L Certified Auto Group

  Customer response

  10/17/2024

  Complaint: 21746000
  
  I am rejecting this response because:
  No one has reached out to me. The *** light is on and if they are serious about helping. I will be looking forward to them trying to contact me and not with a long period of time for repairs.
  Regards,
  
  ******** ******

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a vehicle from R&L certified auto group on April 20, 2024. The vehicle that I was looking at was on the floor that usually means that its ready to go. I had finished signing the papers and then the salesperson says I cannot take it yet because it just came in and they still have to do the maintenance on it and to pick it up in a few days a few days went by text the sales person. He said the part is not in yet. It will be in soon a few more days more go bye and then the owner/manager calls me and ask me if I know whats going on and then he tells me that some part is on back hold and then a few days later tells us that the starter is out also then he says they ordered it and it would be done in a few days its going on three weeks and still no vehicle never took it off the lot gave it down payment the bank paid them already and they still have nothing to give me. They just keep giving me the runaround and give me attitude every time I call and ask about my vehicle right now I just really want to cancel it because I dont think Im ever going to get it and if I do get it Im afraid that theyre gonna give me a very defective vehicle with the way that they keep giving me the runaround I do have messages from them and they do have messages from me but just on text message I dont know if I would be able to upload those or if yall would need those

  Business response

  10/15/2024

  Dear ***** **********,
  
  Thank you for reaching out, and I sincerely apologize for the frustration you experienced earlier this year with your vehicle purchase. I understand the concerns you raised in your complaint from May 2024, and I want to ensure that your experience with R&L Certified Auto Group is addressed.
  
  To respond to your specific concerns:
  
  1. **Vehicle Delivery and Repairs:** I regret that your vehicle was not ready for immediate delivery after you completed the purchase in April 2024. While we strive to have every vehicle on our lot ready to go, sometimes newly arrived vehicles require additional maintenance before they can be released. Unfortunately, there were delays in receiving the parts needed to complete those repairs, including the starter. We understand how inconvenient this was and apologize for the extended waiting period. 
  
  2. **Communication and Updates:** I apologize for any confusion or lack of timely communication on our part during this process. We understand how frustrating it can be to feel left in the dark, especially when you were expecting to drive away with your new vehicle. We have since taken steps to improve our communication with customers to provide more accurate and frequent updates.
  
  3. **Concerns About Vehicle Condition:** I recognize your concern about the vehicle's condition due to the delays and issues you faced early on. I want to reassure you that once the parts were received and repairs were completed, the vehicle would have been thoroughly inspected to meet our standards for safety and performance.
  
  We appreciate your patience during this time and sincerely apologize for the inconvenience caused. If the situation has since been resolved and the vehicle is performing well, Im glad to hear it. However, if there are any outstanding issues or concerns, please do not hesitate to contact me directly so we can make things right.
  
  Thank you again for your business with R&L Certified Auto Group, and we are committed to ensuring your satisfaction moving forward.
  
  Sincerely,  
  Eric  
  Compliance Officer, R&L Certified Auto Group 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/21/23 my ************ purchased a 2014 ***********. The sales manager ***** said the car has a 3 month 3000 miles warranty. I mentioned that the car is for my daughter who is station in another state in the military. I asked how the warranty would work if she is in another state. ***** said "Not to worry, all she would have to do is take the car to a certified ************** auto group would take care of it." I asked him are you sure because she would be using all her enlistment money to purchase the car. On the way home from the dealership on 12/22/23 the check engine light came on. I got home & emailed ***** because it was after hours. He never responded until a few days later. He said to bring car back on 12/27/23. On 12/28/23 ***** said they didn't know why the light came on & to come pick up the car. I was told to keep driving the car & if the light comes on again to call him. I drove the car about 30 miles & the check engine light came on on 1/22/24. I called *****, no answer (mailbox full). I texted ******** texted back telling me he would make an appt. But I made one myself. I dropped off the car on 1/24/24 & on 1/30/24 **** in svc **** said the transmission is shot. After a extremely rude conversation **** went from me having to pay $3275 to $1500 more. **** telling me "I should have bought a new car " I asked about the warranty telling him what ***** said about the auto group covering repair with the 3,3 warranty. He laughed at me & said "the sales guys are going to tell you what they want to get your money. You should have bought a new car." I asked for the owner **** that I met when I bought the ********** said "I don't have his ph# but it wouldn't matter my word is final." I was told I couldn't take it for a 2nd opinion bc they won't honor their warranty. My daughter called & **** was rude & laughed, telling her that "that's what happens when we buy a used car." They knew the car was junk & false info about warranty. They still have the car.

  Business response

  10/15/2024

  Dear ***** ******,
  
  Thank you for bringing your concerns to our attention, and I sincerely apologize for any frustration or inconvenience you and your daughter may have experienced with the purchase of your 2014 ***** Cruze. At R&L Certified Auto Group, we deeply value our customers and strive to provide a positive experience with every vehicle we sell.
  
  We want to address the issues you raised:
  
  1. **Warranty Coverage:** It appears there may have been some confusion regarding the terms of our 3-month/3,000-mile warranty. We understand the importance of clear communication, especially when a vehicle is purchased for someone stationed out of state, and we regret any misunderstanding that may have occurred. Our warranty is designed to cover certain repairs when handled by certified mechanics, and we will ensure the correct warranty terms are reviewed to clarify what is covered and what steps should be taken moving forward.
  
  2. **Service Experience:** We are deeply concerned by your description of your interactions with our staff, especially regarding how you and your daughter were spoken to. This is not the level of service we strive to provide, and we will address this internally to ensure our team treats all customers with the professionalism and respect they deserve.
  
  3. **Repair Process:** We understand that vehicle issues soon after purchase can be frustrating. Our goal is to ensure the proper steps are followed according to the warranty agreement.
  
  While we regret the difficulties youve encountered, We want to assure you that we will handle this matter with care and attention. 
  
  Thank you for your patience and understanding. We truly value your business. 
  
  Sincerely,  
  Compliance Officer
  R&L Certified Auto Group 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a certified used vehicle from R&L Auto Group in May 2023. We also purchased a warranty that would cover all major & minor repairs. We noticed the vehicle was leaking oil, not sure if motor or transmission. Took it to R&L to run a diagnostic test & see if the warranty (ASC) would cover the repair. The car was left in their care on November 15, 2023. We were told they would contact us with the diagnostic results. We called weekly, got the same response, "we will contact you as soon as the mechanic is available". Went in person on December 20, 2023 & were told mechanic was on vacation & that the warranty department had not responded regarding coverage. Called January 4th advised regarding complaint, they mentioned were actively working on our car. Jan 5th received text from ASC warranty, they approved claim same day received. It was motor gasket leaking per warranty representative an unusual repair for vehicle age (2016) & mileage. Same day in the evening Jan 5th, spoke with rep from R&L, stated will start work on Mon, Jan 8th - 17 hours worth of labor & would be ready Fri, Jan 12th. To date Jan 11th, have not received our ************ believe R&L sold us a vehicle they knew had major issues. As our first purchase was a VW Jetta that was returned same day of purchase due to transmission issues as we drove off the lot. We exchanged for ***** Malibu currently in shop with R&L. Had car only 6 mo before issues began.Total cost of repairs $3089, warranty will pay -$2100 & we will pay remaining balance $989+tax upon completion of repairs.No consideration for how long we have been without a vehicle due to their lack of response, poor service and misrepresentation of repair process. It seems they sell a faulty vehicle, press for warranty coverage, repairs done in-house shop, and bill warranty for repairs that should have prevented the vehicle from being sold. Certified Auto in the name gives a false sense of quality vehicles.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a GMC truck 2014. Before the purchase the salesman ***** and I went on a test drive. The truck was running very rough. The salesman ***** said they would take care of it. He said bring the truck in on Monday because it was late Friday. He said we could drive the truck like that. We went back Monday. The manager ******************* said they could not get to it for two weeks and bring it back. To drive it like that. We took it back two weeks later. We were told they were behind and that it would take two months to get to it. Two days later we had to tow the truck to them. We asked twice for a car loaner and it was denied. Two weeks later I received a call from the salesman ***** saying it was the transmission and that it was not covered. I said BS that they are a certified Group dealership and that I didn't even get the inspection report. This dealership is misrepresenting deceiving and cheating the consumer.

  Business response

  10/14/2024

  Subject: Response to Complaint ID ********
  
  Dear Ms. ****************** you for giving us the opportunity to address Mr. ******* concerns regarding the 2014 GMC truck purchased from R&L Certified Auto Group. We take all customer feedback seriously and always aim to resolve issues with transparency and integrity, in line with our core values of serving customers at the highest level.
  
  After a thorough review of the situation, we would like to provide the following clarification:
  
  1. **Transmission Damage:** *************** brought the truck back to **, a different sales representative, *****, took over the communication following Brandons departure from our team. Based on our extensive experience, it was determined that the transmission damage likely resulted from improper use of the vehiclespecifically, suspected off-roading activities by Mr. ****** grandson, who had been driving the truck. Given these findings, we contacted the warranty company to file a claim. However, based on the warranty companys questions and investigation, the claim was denied due to the nature of the damage, which was not covered under the terms of the warranty.
  
  2. **Customer Communication:** We understand that Mr. ***** is frustrated with the outcome, particularly the denial of a loaner vehicle and the warranty claim. However, we acted in good faith, contacting the warranty provider on his behalf, and communicating the warranty companys decision to him.
  
  3. **Resolution Efforts:** While we stand by the decision made by the warranty company and our diagnosis of improper use, we remain committed to working with Mr. ***** to reach a fair resolution. We would be happy to offer our service department's expertise to repair the vehicle at a discounted rate to help alleviate any financial strain. We hope this gesture reflects our commitment to customer service and to resolving the issue in a way that is mutually beneficial.
  
  At R&L Certified Auto Group, we are committed that all customers receive professional and honest service. We value Mr. ****** business and deeply regret any stress caused by this situation. We look forward to working together toward a solution.
  
  Please feel free to contact us for further discussion.
  
  Best regards,  
  **** Louvin 
  R&L Certified Auto Group  
  ***********, **
  

  Customer response

  10/17/2024

  Complaint: 20341790
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

  Customer response

  10/18/2024

  Complaint: 20341790
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *****

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