Complaints

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2012 ***** Odyssey from Bulldog last Fall. We have been completely dissatisfied with our purchase and have been seemingly blown off by the ownerseither a slow or lack of response from them. We purchased the vehicle for 15k and have now put in 12k for repairs while also maxing out our warranty. It should be noted that we purchased the warranty from Bulldog for $2,500 and it only covered up to $5000. The list of repairs includes 1. Transmission (see story below)2. Rotors were completely shaved down and needed replaced.3. Shocks and struts which were leaking and original to the vehicle 4. Alternator Two weeks after purchasing the vehicle, there were some flashing lights on the dash and the van was shifting hard and sputtering. After taking it to their recommended shop, he admitted he forgot to flush the transmission and showed me what he replaced (dirty fluid vs clean). This fixed the problem for a week and the problem came back. Eventually we ended up taking to our mechanic who found several things wrong requiring $12k in repairs.

  Business response

  08/19/2024

  Greetings,
  
  This email serves as our written response to file number ****** concerning a customer complaint involving **********************. We take customer feedback seriously and strive to address any concerns promptly and fairly.
  
  On September 21, 2023, ******************* and ********************************* purchased a 2012 ***** Odyssey, Vehicle Identification Number *****************, with ******* miles. They also purchased an ASC Vehicle Protection Plan, Service Agreement Number WA-********.I have attached a copy of the Bill of Sale, Buyers Guide and Vehicle Protection Plan.
  
  Upon reviewing the email communications between ******************* and Genuine Auto Repair (copies attached), it appears that ************** first reached out on or around October 23, 2023,regarding an intermittent issue with the drive light flashing. At that time, there were no reported concerns related to the brakes, rotors, shocks, alternator bearings, or other components. Genuine Auto Repair promptly responded,requesting that ************** bring the van in for diagnostics.
  
  On October 25, 2023, ********************************* brought the van in to begin the diagnostic process. Later, ************** mentioned that ************************ had noticed rougher shifting during acceleration.Consequently, on October 30, 2023, they returned the van for further diagnostics, which included a transmission flush. On November 1, 2023, Genuine Auto Repair followed up with **************, who reported that the van was performing so far, so good.
  
  However, on November *******, ************** contacted Genuine Auto Repair again, indicating that the flashing drive light issue had resurfaced. Genuine Auto Repair advised him on November 13, 2023, to bring the van back for further inspection. Following industry-recognized diagnostic procedures, changing the transmission fluid was an essential first step, which had already been completed.
  
  ************** was scheduled to drop off the van on December 18, 2023, for additional diagnostics but did not attend the appointment. As a result, no further diagnostics could be performed.
  
  Based on the documentation provided by ************** (copies attached), it appears that on June 11, 2024, he sought diagnosis and repair services from 360 Automotive. This occurred almost eight months and over ***** miles after the initial issue was reported. If the van was experiencing any issues, continuing to drive it without addressing the problem could have exacerbated the damage.
  
  Regarding Mr. ****** request for a $12,000 reimbursement, we are unable to accommodate this request.
  
  If you have any questions or require additional information, please feel free to contact me.
  
  Sincerely,
  *****************************, Member
  Bulldog Motors
  *************************************

*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. ↩