Complaint Category: None of the Above - Product Quality Complaint Issue
Complaint: Vehicle purchased had defective issues which should have been disclosed during sale: Serpentine belt, brakes, rotors, and struts. Vehicle was purchased on 1/26/13. Within 2 days of sale the brakes started making a squealing noise. On 1/29/13 the car was taken to an independent AAA certified mechanic. Upon inspection, it was noted that the brakes were bad and needed to be replaced as well as the rotors, struts, and serpentine belt. The mechanic provided a letter of deficiencies, which was then given to Gordan at Golden Oldies also on 1/29/13. Gordan at Golden Oldies looked at the letter and informed me that there were no problems with the car and that the mechanic that provided the information was just looking to make some money. Please note this mechanic only provided a list of problems, but at no time offered a quote. This mechanic said to take the vehicle back to Golden Oldies as they thought they would take care of any issues. ****** said that my daughter should continue to drive the car and in the meantime would send the letter to their mechanic for review. On 1/30/13 I went to the mechanic used by Golden Oldies. They were unaware of any issues, but inspected the vehicle. This mechanic replaced the serpentine belt, but refused to acknowledge any issues with the brakes, rotors, or struts. The front brakes and rotors were replaced on 2/05/13. Because there was still a slight noise coming from the brakes another mechanic was consulted. This mechanic indicated that the struts were very bad and should be replaced immediately. Additionally the rear brakes needed replacement.
Business' Initial Response We are sorry to hear ****** is still unhappy. She did bring the car in after she purchased it with a list of items her mechanic suggested be repaired. Her main complaint was a sequel from her brakes. The vehicle was inspected and it was found that the brakes pads had plenty of life still left and that the rotors were worn but in safe working order. The serpentine belt showed some sign of wear and was replaced in an attempt to make ****** happy. She was told we would replace the front pads and rotors at our cost for her which seemed to please her as she made an appointment to come back to have them replaced. She later canceled the appointment saying she was having them done herself.
We sold her a 74,000 mile car which was perfectly safe. It was in no way a defective vehichle nor were any of the items defective. It was a used car with items that have worn as the whole car has but were deemed safe to operate. When she took it to an outside source who attempted to sell her services to make it like new she became scared of the vehicle. If when she brought it back and we inspected it we would have found that we had missed repairing something we should have repaired we would have gladly spent the $150.00 to correct it and make her happy. That was not the case. We would not replace the brakes or struts at our cost simply because someone else thought tried to sell these services. We are sorry if we have let ****** down but feel we are not responsible for the unnecessary reconditioning she did to her car with another mechanic at a retail price.
Consumer's Final Response This response was taken verbally by BBB:
They took the car there and they said the car wasn't shaking. The did find a part on the motor that had to be replaced and that was done last week. We now have another problem. We tried to cancel the GAP insurance and per the contract we took the cancellation letter to the dealership. ****** told her she could do it online. The next day she went to the other Golden Oldies location to get the repairs done and talked to the manager there. He said she could drop it off at the dealership and made a copy of it. Golden Oldies sent us a form saying we had to fill out the mileage. They dated this 2/27 which is after the 30 days. We called the GAP insurance company and they said the dealership is supposed to do that and they could have done it when she originally brought it in on 2/25. They told us to write a letter and send it in to them because either the dealership or the lien holder is supposed to mail in the cancellation.
Business' Final Response This response was taken verbally by BBB:
The customer can bring the vehicle in Friday, February 22nd and we will look at the struts and the shaking problem.
Complaint Resolution: BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.
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