Complaints

• Initial Complaint

  12/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used 2021 Toyota Corolla from Action Autos in Lehi on May 31, 2024. The auto loan was financed by Utah Community Credit Union in the sum of $24796.01. Before completing the transaction, the r assistant that I worked with never disclosed that the vehicle had a structural damage. The manager of the auto shop (Dillon), pulled a carfax report and only showed me that the vehicle had a clean title but NEVER showed my the structural damage report to the vehicle nor printed the entire report. This failure to disclose this issue made me to incur high insurance premiums. At this moment, my family is expanding and I am unable to trade the vehicle for a bigger one without incurring huge negative equity.

  Business response

  12/10/2024

  Dear ********,

  Thank you for reaching out and for providing the details of your recent experience. We sincerely apologize for any confusion or inconvenience regarding the vehicle’s accident history and the impact it has had on your insurance premiums.

  
  We also want to acknowledge the communication you had with Dillon. While we understand the concerns regarding the accident history and structural damage, it is important to note that the vehicle maintains a clean title, and there should be no issue insuring it. Dillon did offer to assist with obtaining insurance, and although we don’t offer insurance directly, we are more than happy to help facilitate this process if needed.

  
  We understand that you are looking to trade your vehicle for a larger one due to your growing family. We can certainly assist with that, and we would be happy to evaluate your vehicle as a trade-in. While we would provide a typical trade-in offer, please rest assured that our offers are often more competitive compared to other dealers. We’re committed to doing our best to ensure a fair and reasonable trade-in value for you.

  
  We truly appreciate your business and are eager to see what we can do to support your needs. If you would like to move forward with the trade-in, please don’t hesitate to reach out, and we can get the process started.

  
  Thank you for your understanding, and we look forward to assisting you.

  
  Best regards,

   

  Liberty

  Action Auto Utah Customer Service

  Customer response

  12/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. I tried shopping around for insurance and almost got the same response from agencies in Michigan. I have attached a quote that I received for a 2019 Toyota Highlander. Switching from the 2021 Toyota Corolla to the 2019 Toyota Highlander significantly lowered my premium (see attached email).

  2. How am I able to do a trade-in from Michigan to Utah? I currently reside in Michigan and have no intentions of coming to Utah.
  
  Sincerely,
  
  ******** ********

  Business response

  12/18/2024

  Dear ********,

  Thank you for your response and for providing further clarification regarding your concerns. We understand the frustration you’re experiencing, and we appreciate the opportunity to address the issues you've raised.

  Insurance Premiums: We acknowledge your point regarding the insurance premium comparison, and we are truly sorry for any inconvenience you’ve experienced as a result of this. It is unfortunate that the structural damage impacted your premium. While the vehicle does have a clean title, we understand that insurance premiums can be influenced by various factors, including the vehicle's history, type, and condition. We apologize for not fully explaining how this could affect your insurance before the purchase. We will work on improving this aspect of our communication going forward.

  Trade-In Process from Michigan: We understand that you currently reside in Michigan and appreciate your concerns about the logistics of a trade-in. While our dealership is based in Utah, we do offer remote services for out-of-state customers. We can certainly assist with a trade-in appraisal even if you're out of state. However, please note that, to keep costs manageable, the shipping for both vehicles—the new car and the trade-in—would need to be handled on your end. Additionally, we’d kindly request that you perform an inspection of the vehicle to ensure there are no new issues since the drive across the country, and share the results with us.

  We genuinely value your business, and our goal is to resolve any issues to your satisfaction. If you’d like to proceed with any of the solutions mentioned or if you have further questions, please feel free to reach out to us directly.

  Thank you again for bringing these matters to our attention, and we look forward to assisting you in resolving them.

  
  Sincerely,

   

  Liberty

  Action Auto Customer Service

  Customer response

  12/26/2024

  
  Complaint: ********
  
  I am rejecting this response because it does not offer a fair resolution to the issue.

  I will not accept a trade-in value of $14000. This will leave a negative equity of about $7000 on my shoulders. Also, I will not waste my hard-earned money to ship this vehicle.

  After performing the prompt vehicle inspection, I can only accept a buy-back offer of $16,000, and this is inclusive of the shipping cost. I am not interested in doing any further business with Action Autos because of a lack of transparency. I will bear the cost of repaying the balance on the car.

  I am ready to pursue every legal means to bring fairness to this issue. Action Autos cannot, under the disguise that I purchased the vehicle 'As Is', sweep the issue of not disclosing the structural damage under the carpet.
  
  Sincerely,
  
  ******** ********

  Business response

  01/06/2025

  Dear ********,

   

  Thank you for your continued feedback regarding your concerns. We understand and appreciate your perspective.

  After carefully reviewing your request and the details of your situation, we regret to inform you that our original offer, as communicated by Dillon, remains the best resolution we can provide. This offer takes into account the vehicle's natural depreciation over time, the mileage accumulated during your ownership, and its current market value.

  Our offer is a couple of thousand dollars above the other offers you have received from dealerships in your area, making it a competitive and fair option. While we value your satisfaction, we must also balance this with the realities of the vehicle's condition and current market trends.

  If you are seeking a higher return, we encourage you to consider listing the vehicle privately on platforms such as Facebook Marketplace. Based on the feedback we’ve seen, private sales often allow owners to sell at prices comparable to those dealerships might resell for, giving you the opportunity to potentially recover more value.

  We believe the vehicle still holds significant value and will continue to perform well for you as it has over the past eight months. However, we understand your desire to resolve this matter in a way that aligns with your expectations.

  Please know that we are committed to maintaining transparency and fairness throughout this process. Should you decide to proceed with our offer or need further assistance, please feel free to reach out.

   

  Sincerely,

   

  Liberty

  Action Auto Customer Service

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2020 ****** Rav4, paid extra for a clean title and put $20,000 to lower my payments. A week later the check engine light came on and the back up camara fell inside the bumper.Took it to my mechanic and he asked what happened to my car and if it was a rebuilt title. He found that the bumper had been replaced but was not done correctly, he found deleted codes that indicated more repairs were made that did not reflect in the car fax.

  Business response

  07/23/2024

  We do not clear codes just sell vehicles. If that were the case there is no way we'd stay in business as we'd have cars coming back more than we'd be able to sell them. We do appreciate your business though and are happy to schedule a time to bring it in and see what we can do. Please feel free to reach out to me at ******************************* and we can help get a time scheduled for you to bring it in.

• Initial Complaint

  12/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business sold me a car with a “clean title”. I later find out that this car has a rebuilt title and sold it me the day after they repaired it. They had not provided this information to me. They handed me a report that did not disclose this information. This crash did not hit the carfax until 30 days after I had bought the car. They had taken my trade in for less than what they told me they were paying for it, and then proceeded to charge me for services that I did not receive.

  Business response

  03/04/2024

  Hey *******, thank you for letting us know your concern. We were really surprised to hear that you found your vehicle didn't have a clean title because the majority of the vehicles we sell have clean titles. There are very very few vehicles that we do sell that don't have a clean title, but we are very upfront with our customers to make sure they know it doesn't have a clean title when selling it. In the case specifically with your WRX you purchased from us in April of 2022, we wanted to verify what you are claiming. We did a quick look up of the carfax report as of today Jan 2, 2024. Each carfax report has a section titled "Title History" which verifies whether a vehicle has a clean title or not. They get this information that is regularly updated, directly from the **** We found on the carfax report for your vehicle that it still shows as a clean title with no flood damage as you have claimed to have found. You also claimed that it had been "recently crashed" which confused us further. The carfax report states that it was in an accident but it was back in April of 2019. ****** states that this accident was reported as the vehicle being involved in a "minor rear end collision where the airbags didn't deploy." This is something we see often which is typically just a small fender ****** and nothing to be worried about. It looks like you have had the vehicle for almost 2 years now and we haven't heard any complaints from you up to this point that we can remember, so we're assuming the vehicle has ran and driven great since you purchased it which is what we like to hear! We appreciate you as one of our customers and never like to hear when someone feels like they've been taken advantage of or has had a bad experience as we work hard to take care of all of our customers. We ask that you reach out to us directly if you'd like to discuss this matter further, but hope we can earn you back as a customer in the future. Thank you!
  

  
  

  --
  

  ***************************, COO of Action Auto Sales and Finance

  www.actionautoutah.com

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently traded in a 2016 GMC Denali truck for a 2020 Cadillac XT4 from Action Auto. Around the dates of August 10, 2023. The agreement was they would pay off the loan amount on the GMC truck to the bank I am financed through which is America First Credit Union. This company has failed to do so causing America First Credit Union to bill me and to have this show up on my credit report making it look like I have not paid my loan in over 45 days. AFCU has said they tried to contact Action Auto but no one has reached out to them, said this company failed to pay the correct amount causing this delay. I left so many voicemails, I even showed up to the location to resolve this issue. All they did when I was there in person was referred me to lady named Kylie and intentionally gave me the wrong number to this person because the number I called was a Kylie but she said she never worked for Action Auto so had no idea what I was talking about. They did not allow me to see anyone in person to help me, except for the sales team members which don't have any access or tools to help me with my problem So I have attempted to call again and again and finally spoke with a finance manager on Saturday October 14,2023 who said he would resolve this issue and do a 3 way call to America First Credit Union on Monday October 16th, 2023. I did not get a call from him either on Monday to resolve this issue. So to this day America first has not received a payment from Action Auto. Action Auto refuses to resolve this issue. I just want them to pay off the loan amount to America First Credit Union and to stop ignoring me.

  Business response

  01/04/2024

  Hey *****, thank you for reaching out and we apologize for the inconvenience you’ve felt following your purchase of the Cadillac. We’re hoping that this has already been taken care of at this point, but if for some reason it hasn’t we would love to make sure you’re taken care of immediately. Please reach out to us by emailing Candice at ************************** She will help make sure you’re connected to the right manager and that you’re taken care of. If this has already been resolved, then we’d like to apologize again for inconvenience you felt and hope that there are no more negative feelings. We sincerely appreciate your business and hope we can continue to earn it in the future.

  
  

  --
  

  Erik S********, COO of Action Auto Sales and Finance

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

  *** ** ***** ****** Orem, Utah 84058

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealer has refused to return my calls, they have not provided the Title of my vehicle they sold me on April 24th to the credit union I have financed through, they have not provided a copy to the DMV for registration, as they are legally obligated to do so. It was been almost 60 days since purchase and by utah state statute, they are required to register the vehicle with the DMV within 45 days of purchase. No one will take my calls, I keep leaving voicemails and not one call back.

  Business response

  07/27/2023

  We value our customers and would like to speak to you and see what we can do to help.  Please reach out to **** at ***********************************

  He is our COO and we will do everything we can to make things right.  

  
  

  
  

  --
  

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

  Action Auto Utah

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

  ****, ** 84043

  www.actionautoutah.com

  ************ (Cell)

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Similar to the other complaints listed on here… In December 2022 I bought a 2021 Hyundai Elantra with approximately 25k miles for my 16 year old daughter. Great newer car with the best manufacturer warranty in the industry to give my 16 year old the comfort and convenience of not having to worry about stressful, expensive car issues. It was presented to us as a clean, accident free car. To sum up our experience in the 5 months we have had it… it has been in the shop a total of 6 times and 45 total days with various issues including a whole new engine! Yes that is correct… We had to replace the entire engine on a car this new. Most recently my daughter tried to turn on the AC now that the weather is warming up, and the AC doesn’t work. Took it in to get fixed at the Hyundai dealership, and they discovered that it is a bad AC condenser that is faulty due to impact. I didn’t believe them and thought they we’re trying to get out of covering the repair under warranty. So they agreed to lift the car and show me all the damage including major steering components that are damaged and can give out at any time. The Hyundai dealership also pulled a car fax to show me that there had been a collision with a median in July 2021. My concern is that this wasn’t disclosed, in fact it was concealed from us at the time of purchase. It is one thing to sell Poorly running cars, but to sell cars that are unsafe to be on the road is a whole different thing. I have reached out a few times over the past week with no response. I do plan to sue if Action doesn’t make this right. Jason B****, I trusted you and your company to put my 16 year old daughter is a safe, reliable car. That did not happen! I need you to own your actions and make this right. Ignorance and hiding behind the “sold as is” Utah law will not help in this case, I will push this as far as I need to go. This transaction was deceptive, and done in bad faith.

  Business response

  07/20/2023

  Response to Complaint from 05/02/2023:

  
  

  Action Auto is open to discussing your purchase and doing everything within reason to make things right.  We strive ourselves on doing good and far business and when something like this happens we want to do all we can to help.  Please reach out to our COO Erik S******** at *********************** or Scott B**** at ***************************** so we can do our best to resolve your issue.  

  
  

  Thank you,

  
  

  Action Auto 

  Customer response

  07/20/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I initially attempted to resolve this by contacting the COO Erick. I sent him an email requesting a call so I could share with him what I discovered. Rather than Erick calling me I received a call from Christian (the employee that did my paperwork). Christian took no accountability and gave me 2 unacceptable options. In short he pretty much told me that it’s my problem and they can find me a cheaper mechanic. 
  
  Sincerely,
  
  ***** *****

  Business response

  01/08/2024

  Hey *****, thank you for reaching back out and we apologize we couldn't come to an agreement after you spoke with Cristian. We're happy to continue to talk possible options for both parties to get this resolved and are hopeful we can find something that could be a win/win. Please reach out to ************************** and she'd be more than happy to refer the info over to top level management to have them discuss and see what we might be able to do. We sincerely appreciate your business. Thank you.

  Customer response

  01/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I emailed the person they directed me to and they did not respond.
  
  Sincerely,
  
  ***** *****

  Business response

  01/12/2024

  Hey *****, we checked with Candice and she notified us that there was never an emailed she received on her end from you. If you wouldn't mind reaching out to her so we can keep this moving forward together that would be great. Thank you.

  Customer response

  01/12/2024

  
  Complaint: ********
  
  I am rejecting this response because: They are continuing to be dishonest in their responses. Attached is a screenshot dated, and time stamped of the email I sent to the email address they requested.
  
  Sincerely,
  
  ***** *****

  Business response

  01/23/2024

  I have reached out to the customer personally on the phone last week. I am currently awaiting the owners response to see what they'd be willing to do for this customer.

  Customer response

  01/29/2024

  
  Complaint: ********
  
  I am rejecting this response because: COO Erik did reach out over a week ago, but I have not heard back since. He was supposed to contact me back with options and hasn’t.
  
  Sincerely,
  
  ***** *****

  Business response

  01/30/2024

  I just responded to ***** yesterday and let him know that we're willing to give him more than any other dealership to trade in the vehicle and help get his daughter into one that they're more comfortable with. Currently we're just waiting to see what ***** would like to do :)

• Initial Complaint

  04/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 31 January 2023 I purchased a vehicle from this company. I was told there was a 150 point inspection but was told I could not get a list of the inspection points. I was told there was some cosmetic front end damage which I was ok with as it was not obvious. I purchased the warranty. Within 1 week there were some issues (speedometer, transmission, windshield washer fluid system, etc). I took the car to my mechanic for an inspection and was told there were some other issues I didn't know about and it looked to them as if the car had been in an accident. I contacted the warranty company and was told they would not cover anything as the car had been in an accident. I returned and spoke with the finance person, Dillon, to cancel my warranty. It has been 2 months and it has not been refunded to my loan yet. I spoke with Kaleb, sales manager, who gave me his number to reach out if I needed help. I discussed the issues with me and he has not returned any messages. I told him I would be at the Orem location at a date and time so he could see how poorly the 3rd party inspection had done. He was not there and no one from the dealership will respond to any form of contact from me. It will cost me almost $2,000 to repair the vehicle so it will pass inspections. The drove the car from Orem to Lehi for the test drive and knew the speedometer was not functioning properly and the dealership hid the fact the car had been in an accident. I purchased my own Car History report and found it had been in 2 collisions (2016, 2018) These collisions have affected the functionality of the vehicle to include Air bag service issues, fuel system issues and other issues I still need to get analyzed by my mechanic. I have already had to pay $600 for a single wheel bearing replacement due to previous damage.

  Business response

  07/20/2023

  Response to complaint from 4/09/2023

  
  

  Action Auto is open to discussing your purchase and doing everything within reason to make things right.  We strive ourselves on doing good and far business and when something like this happens we want to do all we can to help.  Please reach out to our COO *************************** at *********************************** or ********************* at ************************************* so we can do our best to resolve your issue.  

  
  

  Thank you,

  
  

  Action Auto

• Initial Complaint

  03/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I went in with my daughter to get a car and I had asked ******************************* if the car had been in an accident. He had asked if I would buy the car if it had been in an accident, and I said no. I also said to stop the buying process if it had been in one and he continued with the process. Two days after we had bought the car, the check engine light came on. After taking it to a mechanic, he said with how new the car was, it most likely was in an accident, then I ordered a report from carfax and sure enough it had been in an accident! I have tried for 2 weeks to get a hold of them and they are refusing to answer our calls. When we finally got a hold of this ***********************, he said that they would fix the car and would have someone call us. Nobody has called, we have tried calling, and we would be willing to exchange the car, and pay any differences to try and to get this situation taken care of.

  Business response

  07/20/2023

  Response from complaint on 03/10/2023

  
  

  Action Auto is open to discussing your purchase and doing everything within reason to make things right.  We strive ourselves on doing good and far business and when something like this happens we want to do all we can to help.  Please reach out to our COO *************************** at *********************************** or ********************* at ************************************* so we can do our best to resolve your issue.  

  
  

  Thank you,

  
  

  Action Auto 

  
  

• Initial Complaint

  03/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a used car from Action Auto Utah (Orem) on February 15th; I didn't drive off the dealership lot until the 16th. The moment I drove off their lot, I noticed many issues with the vehicle, which are documented in text message form. Mechanically, they did nothing to clear the vehicle before they sold it to me. I asked them about fixing the issues, but they seemed not interested in helping me. I told them I didn't want the vehicle. They told me I can't return it, but to bring it by. They told me it was fixed and I still have the issues. I asked them to provide any proof that they fixed the issues and they gave nothing to me. Some issues I brought up to them were the windshield having cracks, the spare keys didn't work, black smoke came out of the exhaust pipe, and the side window struggled to roll up and it needed help to go completely up. The vehicle also doesn't start completely; it struggles to start up, and it needs me to press on the gas pedal in order for it to jump start. The vehicle was at a mechanic's shop for diagnostics, and it was made clear to me that the vehicle has a transmission issue. The mechanic told me to go to the Nissan dealership as I may have a manufacturer's warranty on the vehicle. After going to the Nissan dealership, I was made aware of the fact that the vehicle has a warranty exclusion on the engine, and they couldn't help me. At the time I was signing the paperwork to purchase the vehicle, Jacob B**** did not bring it to my attention that the vehicle I was buying 'as is.' I later read the paperwork. There is also a form that I later read and that I signed which was also never brought to my attention which states that I can't legally sue the dealership regarding the purchase. I purchased a warranty from the dealership, yet Nissan has a warranty exclusion on it. Mr. B**** used deceptive practices by selling me a vehicle with many known issues and failing to disclose important information before I bought the vehicle.

  Business response

  07/20/2023

  Response from complaint on 03/10/2023

  
  

  Action Auto is open to discussing your purchase and doing everything within reason to make things right.  We strive ourselves on doing good and far business and when something like this happens we want to do all we can to help.  Please reach out to our COO Erik S******** at *********************** or Scott B**** at ***************************** so we can do our best to resolve your issue.  

  
  

  Thank you,

  
  

  Action Auto 

  
  

  Customer response

  07/31/2023

  To whom this may concern,
  
  Hi, it's ***** *****. I have been a valued customer of yours. I got your message through BBB. Action Auto Utah sold me a vehicle that needed a new engine and transmission. Jacob B**** said during the transaction that the car had no issues and was pricier than another car I was initially interested in, which was the same make and model. I soon learned that the vehicle had many issues. I tried to return the vehicle almost right away, but Mr. B**** told me he couldn’t allow that. However, he said that he'd fix the issues. The issues were never fixed. I turned in the vehicle for another vehicle, and I instantly lost $15,000.00 in the process. $5,000 was the down payment and a trade-in combined. I would greatly appreciate it if you could assist me by providing a refund for at least part, if not the entire amount, of my down payment.
  
  Thanks,
  
  ***** *****
  

   

  Additional Message from Consumer:

  I would like to highlight that I personally reached out to Erik S******** of Action Auto Utah on July 21st, 2023. I still haven't received any news from him. 

  Business response

  01/05/2024

  Hey *****, I'm glad that we were able to get you into a different vehicle that suited your needs better. I see that you responded saying that you lost $15,000 in the process of switching to a new vehicle because you lost your down payment and your trade in value. I just want to clarify that that is not the case. Your down payment and trade in were still added to the new vehicle you purchased. We paid off the old loan and got you a new loan for the other vehicle. The new vehicle you decided to go with was more expensive though so that may be where you believe the difference is. We do sincerely appreciate your business though and hope we can continue to earn it in the future. Thank you!
  

  
  

  --
  

  Erik S********, COO of Action Auto Sales and Finance

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

  *** ** ***** ****** Orem, Utah 84058

• Initial Complaint

  10/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Car from Action Auto on August 13 2022 for over $21,000 total. 5 Minutes after leaving their parking lot the check engine light came on. I called them about it and was told to bring the car in on Monday because they didn't have a mechanic on the day I purchased the car. After taking the car back 6 times to both of their locations, the car still is not fixed. Their mechanic manager finally told me the car has a transmission sensor problem and he recommend I get a different car. Dillon (the finance guy at Action Auto) is telling me I would need to trade the car in to them and take a $6,000 loss. I dont think this is fair because they sold me a defectives car which was reported back to them 5 minutes after driving off their lot. I just need my money back or a credit towards a different car.

  Business response

  07/20/2023

  Response from complaint on 10/19/2022

  
  

  Action Auto is open to discussing your purchase and doing everything within reason to make things right.  We strive ourselves on doing good and far business and when something like this happens we want to do all we can to help.  Please reach out to our COO *************************** at *********************************** or ********************* at ************************************* so we can do our best to resolve your issue.  

  
  

  Thank you,

  
  

  Action Auto 

*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. ↩