Complaints

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The put a engine in my truck the engine went out less than 3 months after they put it in I called them several times to replace the engine I also called my warranty company and they told me that basic auto needed to replace the engine I took my truck to 3 different shops the shop it is at now said the engine was junk and that it look like it had been in there for years. Basic auto has been giving me the run around for months now my truck has been at this shop since May and has been without an engine since February. I have been calling them since before the engine went out with problems that was occurring with the vehicle they told me their service department was backed up. Recently I spoke with *** on august 30 2024 who told me to come in on Monday Sep.3 2024 so that we could discuss what he could do about my truck and getting something done after he had spoken to his higher up boss. So on Monday Sep. 3 2024 I went into Basic auto sales to meet with him, when I got there I walked in and asked for him at that point I was told he didnt work there anymore by a man named ****** who asked me what I needed. I explained to him what *** had told me he would do, this man tells me that he had no idea what I was talking about and he had no notes or anything and that *** had no authority to tell me any of the stuff he had told me. So ****** said he would get back to me the next day. So the next day on Sep. 4 ****** calls and leaves a message to call him back when I get off work so around 4:44 I call him back and tells me that he looks up my stuff from the service department and says there is no the can do for me since my truck is at another shop which I told him that *** had already knew all this when I spoke to him several times because it needs a engine and is not drivable. At this point I tell him I need to speak to the owner of the location because I have been given the runaround ever since I got the vehicle and I feel like no one is trying to fix the issue or help.

  

  Business response

  09/25/2024

  We will have a response as soon as possible. This email was not checked on a daily basis. Sorry for the delay.

  

  Business response

  10/11/2024

  Better Business Bureau,

   

  Basic Auto Sale is very sorry to hear about Ms. ******* experiencing problems with her vehicle. The service department did in fact install a replacement engine, which was purchased by the warranty company. However Basic is unable to assist Ms. ******* as she has taken her vehicle to another service facility. Basic would be unable to comment on other diagnostics performed at other facilities.

  Basic Auto Sales Team would gladly like an opportunity to assist in any authorized warranty claim. We will be reaching out to Ms. ******* in an effort to accomplish this.

   

  Thank you again for the opportunity to service your automotive needs.

   

  Sincerely, 

   

  Basic Auto Sales

  Customer response

  10/11/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Company knows my truck was at another shop I spoke to ** a manager at Basic auto sales about this and was meeting with him to resolve the issue with my truck and the bad engine they put in my truck which is why it was at another shop and the day I went in to meet with ** I was told by a new manager named ****** that ** no longer worked there and that he had no idea what I was referring to and he would find out what was going on and would call me the next day and see what he could do for me and at that point I had to explain to him the whole situation again and then the next day he called me and said they could not help me. And that the service department told him that I had never had any forms and they couldnt find my paperwork and that my truck had been at another shop so they couldnt help me. 
  Regards,
  
  ******** *******
  
  
  
  
  

• Initial Complaint

  07/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 jeep compass 05/22/2024. On the day of purchase my automatic shut off light came on the dashboard. Now fast forward two days later my oil pressure light came on. Fast forward another two days the check engine light came on. I called the dealer they advised me to bring it in so I did. They took a look at it and told me they reset the engine light and no codes came back they also told me that their diagnostic machine is not new enough to get into my vehicle system. It seemed after the reset no more check engine light. My husband and I are headed out of town. While traveling the temperature gauge kept rising. So we pulled over it appeared the car was overheating. With us being far away we ended up having to get a tow that landed us ****** to get it towed back to our home. I contacted basic auto sales to express how frustrated I was with the purchase of my car and how Ive issues with my car since the date of purchase. The manager told me to bring it in so again I did.. they pulled the car in the shop then later came back and told me I had a blown head gasket. The manager said but dont worry he will take care of it at his own expense. I told him that I would need a loaner while they have my car. He was able to find a loaner but only to call me two days later to say that I had to bring the loaner back bc of insurance coverage. So I took the loaner back . Once arrived back with the loaner the manager stated hes going to try to get my out of my current loan. But then he asked me for my carsheild information. I have a gut feeling hes going to try to keep my car for an extended period of time and wait until my warranty kicks in and use my warranty to fix the car. I believe these people sold me a lemon and is now trying to pull a wolve over me. Now Im out of a car and now out of a rental car. Made my first payment and have 70 more months to go. I feel dealership should not be allowed to lie to people, manipulate people and get away with it.

  

  Business response

  08/07/2024

  RESPONSE TO ******************************* COMPLAINT

  BASIC AUTO SALES

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/21/23 my husband and I purchased a 2018 **** Edge from Basic Auto Sales. At the time of purchase, my husband and I put emphasis on wanting a reliable vehicle. The regional manager, ****, advised they would provide a warranty with bumper to bumper coverage. That afternoon as I drove the car from Ashland to Chesterfield, it began to stall and would not go past 30 mph when I would accelerate. The check engine light came on and was flashing and then it went back off when getting on the interstate. I was afraid of an accident due to my lack of acceleration. I called Basic Auto Sales the same night and they advised me to return the vehicle to their repair shop the next day. I returned the vehicle the next day. Basic Auto Sales advised the work was completed on 1/26/23 and it only needed an ignition coil replacement and was ready for pickup. After picking up the vehicle, I experienced the same issue. I dropped it off again and they stated they repaired a slight tear in the hose that goes to the turbo. I had to have the car repaired twice in 2 days after purchase. I was comforted in knowing I had bumper to bumper coverage as promised by the general manager, ****. In the beginning of April, the check engine light came on while accelerating again. I scheduled an appointment with *******************, the earliest to diagnose the vehicle was 4/25. ********************************* the catalytic converter was bad. I called ************, and they advised the policy did not cover catalytic converter. This is contradictory to ****'s statement, that this warranty was bumper to bumper coverage. I called **** on 5/3-5/5 and he refused to return my calls. I paid ******************* $1,793.18 for repairs. After experiencing problems, the same day of purchasing the vehicle I opine the dealership was aware of the bad catalytic converter and did not want to repair it due to the cost. This company is not trustworthy, and I do not trust them with going through their arbitration process.

  

  Business response

  05/18/2023

  Please see the attachment for response.

  If you have any trouble opening it please let me know.

  Thank you, *********************

  Basic Auto Sales

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

   

  Customer response

  05/18/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  During the selling of the vehicle the manager **** advised we would receive bumper to bumper coverage. His verbal promise is contradictory to the warranty that was sold by this merchant. There was a problem with the catalytic converter at the time of sale. The vehicle stalled from the day we purchased it.  Per one of the invoices it is documented The check engine light came on and off. The repairs that were made help the vehicle from stalling so hard but it never resolved the problem. My husband and I are not familiar with how ****'s run so we assumed that the car just ran rough. We are not mechanics and there is no way of ** knowing that the repair was not done until the check engine light came on again.  Even though this is a used car it would be unreasonable for a check engine light to come on two times in 4 months.  We were told without a check engine light there would not be a way to determine what the cause of the stalling was. Catalytic converters do not go bad in 4 months. Although the vehicle was used it should still be a requirement to ensure that the vehicle is safe to drive. After calling basic Auto sales numerous times without any response we were forced to get the vehicle repaired. The vehicle sat at ******************* for an additional five more days after calling for 3 days. No responses were provided from the merchant except the warranty does not cover it. There was never an offer to bring the vehicle to basic Auto sales for repairs after the check engine light came on.  Unfortunately, we ended up with a bad vehicle sitting at a repair shop that we are paying money on. We do have the catalytic converter that went bad and we will be presenting it if this case goes to court. Based on the reference of being accredited for 30 years, ****** reviews say otherwise. This company has numerous complaints from customers for selling bad used vehicles.
  
  Regards,
  
  ***********************
  
  
  
  

  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a vehicle 2007 Cadillac dts through this dealer on June 29 I was told by the sales manager at the time ***** v that the car only had one owner and that it was some old guy who used to drive to the golf course and that he kept the car in great condition I didnt question this because of what he said as well as the car on the outside and inside was in very good condition I paid a deposit of **** my credit wasnt great and I desperately needed a car which I explained to ***** he said that he understood and wanted to help me and that he had a car for me and if I made the payments for a year it would help my credit and I could trade it in within a year and get something better I feel like I was sold a dream based of what I told him my situation was and he took advantage of that unfortunately the car only lasted a month on the week of July 20 the car started to have issues with the stability track and ac wasnt working the car was still drivable on July 31 the car started to overheat and was not drivable I ended up using my insurance to get car towed home which then on august 2 which was a Monday I called the dealership and texted the phone contact I had looking for ************ who was the finance manager that helped me with the purchase I was given a warranty I havent even put **** miles on the car it is currently at there Ashland location waiting on repair it has been there since Jan 10 and to see if it will be covered under the warranty while I still have to make my monthly payments as well purchase Uber and Lyfts to get to work supposedly the cars computer module was faulty and that the mechanic who is knowledgeable is on vacation for two weeks and wouldnt be back until March 20 and that they were going to get him to check it out so they can try and file a claim for the warranty mind you the car has been up there since January 10 and I was told they didnt know what the issue is so now its March 25 and still no update

  Customer response

  04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: **********************************************.
  
  Regards,
  
  ***************************
  
  
  
  

*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. ↩