Complaints

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the dealership less than 30 days ago, when I purchased the vehicle. They handed me a key that was held together by tape and said they would look for the other key. I drove my vehicle on vacation, and when I went to start it one morning. The anti theft system would not recognize the key, and when I called the dealership for assistance. The ************************************ dealership in Ormond beach told me to tow it in, as it would be an issues they could not resolved over the phone. I called WMB 08/15/2022 twice, with no answer. I received a diagnoses of the key was no longer functional, and had to replace it. I arrived back on 08/16/2022 at 4AM and later in the day, I drove up to the dealership. I asked them if there were another set of keys and the immediately produced a set of 2 *** keys that were done through a recall at a ********* dealership. I was not presented with all the keys for the vehicle at the day of purchase because of their policy. They handed me a unauthentic key which malfunctioned, they held the *** key that should have been handed to me on the day of purchase.I have a bill of repair, and a hotel expense that would have been avoided if I had All keys on the day of purchase

  Business response

  02/13/2023

  From: ***************** <*****************************************>
  Date: Sat, Feb 11, 2023 at 6:36 PM
  Subject: (*****) ***************************** complaint #********.
  To: BBB/*********************** ************************************** <************************************>
  Cc: Manager <****************************>
  
  Dear ****************,
  
  On July 16th, 2022, **************** Purchased a 2014 ********* ****** with 103,648 miles.
  
   At the time of sale **************** was made aware of the fact that the vehicle came with only one key. (at the time of sale, the key was in good working order and not damaged).  
  On August 15th we were notified by the dealer that had sold WBM of Arlington the 2014 Chevrolet Camaro that their customer (the one who had traded the 2014 ************) had found an extra key. That evening we sent one of our colleagues to pick up the key  and placed it in the vehicle folder to be given to **************** when he picked up his registration.
  The first time we were notified of a key issue was on August 16th 2022, when **************** visited the dealership to pick up his registration.
  When he was presented with the registration and a surprise additional key
   When **************** saw the additional key, to our surprise he became angry and told one of our sales representatives that he had paid over $1,000.00 to make another key and that his key was damaged during his trip to ******* and how come the key was not given to him on the day of sale?.
  We explained that we had been notified of the existence of the extra key just days earlier and that we thought it would be a welcome surprise?!
  I just noticed on the attached document from ************************************ invoice dated 08/15/2022 with 106,753.
  **************** had driven 3,105 miles and 33 days before having any issues with the key.
  the cost was not over $1,000.00 but it was $593.42.
  Our system logs all calls + text messages both inbound and out bound I did not find any calls or text messages from **************** 08/12/2022 and 08/16/2022. The only communication I found was a text message to **************** from out title and registration department on 08/12/2022 3.42PM asking him for his vehicle emissions. He did not reply.
   
  In conclusion
  
  At the time of sale on July 16th, 2022, **************** was offered only one key and was not promised a second key (we did not have one to give). In the event WBM of Arlington makes promises, it is always in writing.
  If the key was damaged and/or had lost programming during his trip to Florida over a month and over 3,000 miles later WBM of Arlington cannot be responsible. However, had he contacted us we may have been able to guide him on how to reprogram the key *** **** is full of solutions.
  The existence of the second key was a surprise to us and should have been one for ****************. **************** did not expect a second key from WBM because he was not promised one at the time of sale.  
  
  Kind regards,
  
  *****************
  
  W B M of Arlington
  
  3210 N. 10th Street
  
  Arlington VA 22201
  
  Office:************

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a used 2012 ** **. Paid $5690. I was made aware of the ABS light and a DFX sensor that was outlined in my ****** report, but no mention was made of engine or transmission issues. I sat down with the sales manager to discuss a warranty and he said none was offered bc the car was a trade in. And the only way to purchase the car at that price was to sign a AS-IS clause

  Business response

  02/13/2023

  From: ***************** <*****************************************>
  Date: Sat, Feb 11, 2023 at 5:00 PM
  Subject: (****) Mr. ************************* complaint #********.
  To: BBB/*********************** ************************************** <************************************>
  Cc: Manager <****************************>
  
  
  Good afternoon ****************,
  
  I hope to find you well.
  
  I have gone over the sale documents and reviewed the circumstances of the sale with **. *************************** and they are as follows:
  
  Since the beginning of the COVID crises the auctions have been closed. As a result, we have started to offer most of our Trade-In vehicle to the public on an AS/IS basis (copy of our advertisement below).
  
    1.  As you will note, our advertisement is very clear! Customers are given the opportunity to have these (Special Offer Vehicles) checked with their own mechanic or service facility prior to purchase.
    2.  This vehicle was offered on an AS/IS basis to *** ***** for $6395.00 and the Market Value for the vehicle was $8,650.00. I see in our system that the vehicle price was discount another $900.00 for *** *****. This means that the vehicle was sold at $5,500.00 to *** ***** (Close to 60% of market Value).
    3.  At the time of sale our staff explain to *** ***** that these (Special Offer Vehicles) have not gone through our quality control department, therefore we do not have much information on their condition or issues.
    4.  Also, our internal notes from sale staff indicate that *** ***** was made aware of many warning lights on the information system of the vehicle and decided to purchase the vehicle any way.
    5.  In addition to the verbal clarification,  *** ***** also signed 4 documents making him aware that the vehicle was sold to him on an AS/IS basis.
  
  Please let me know if you would like to review our file documents.
  
  Kind regards,
  
  *****************
  W B M of Arlington
  3210 N. 10th Street
  Arlington VA 22201
  Office:************

*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. ↩