ComplaintsforiAUTOHAUS

• Initial Complaint

  15/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a vehicle from the business on October 9, 2021. At the time of sale, two items on the vehicle were identified as needing repair: 1) damaged chrome trim around the windows on the driver and passenger side, and 2) a rear parking sensor to be replaced. The salesperson I dealt with, Nick N**** (who is no longer employed at I Autohaus) advised that the dealership would cover the cost of repairing both of these items. At the time of negotiating the sale, I and my partner asked whether the sale price would be reduced if the dealer did not pay for the repairs. Mr. N**** then spoke with general manager Bruce L**, and advised the price would only be reduced by about $1,500. We agreed that I Autohaus would cover the cost of the repairs of these items. Communications with Mr. N**** confirming this agreement are attached. In November 2021 I took the vehicle to ******** ***** in Richmond to have the rear sensor replaced and for the service department to provide an estimate on the window trim replacement. * *** ******* ** ***** *** ** ******** ***** that, after contacting I Autohaus for payment of the service invoice and approval of the quote for the window trim, Mr. L** refused to pay. As the replacement of the rear sensor had already been done, Mr. L** forwarded the invoice ($299.34) to me for payment. Copies of that invoice and the quote for trim replacement ($4169.98 plus taxes and shop supplies) are attached. I reached out by email and by phone to I Autohaus on several occasions and received no response. Copies of email correspondence are attached to this form. I reached out by text message to Mr. N**** and was advised he is no longer working at I Autohaus. It was a term of my purchase contract that I Autohaus would pay for the service, and they are obligated to do so. I am seeking reimbursement of the $299.34 already paid and for the trim replacement to be fully paid for.

  Business response

  28/06/2022

  Hi 

  Our General Manager Bruce L** is handling this complaint and is trying to reach the client and resolve it as soon as possible. 

  Thank you 

  Customer response

  05/07/2022

  
  Complaint: ********
  
  I write to advise that my complaint is not yet resolved. I have been in touch with the business and am awaiting their response as to a proposed solution. I would request an additional 10 days from July 5, 2022 to advise as to whether I will accept their response.
  
  Sincerely,
  **** *********

• Initial Complaint

  13/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is inquiring about my leased vehicle. The date I leased it was February 18th, 2021. About 5 days before purchasing the vehicle I had a test drive and full walk-around of the vehicle with the salesman. The salesman told me in these exact words, " the car is in excellent condition and had a full inspection done". I also didn't see anything wrong with the vehicle myself the day I was looking at it and he didn't point out anything. 5 days later when I come back with a deposit for the vehicle and made the decision to lease it, the salesman decided to tell me that there were scratches on the car right after I signed the paperwork and when he handed me the keys in the parking lot. I was not aware of this before signing the paperwork or even on the first day I came to look at the vehicle. As soon as he showed me the scratches on the vehicle all he said was sorry and that we will get this fixed. Keep in mind this is my first time buying a vehicle, I was not aware of what I should have done because I already paid for this vehicle and was in a rush to be somewhere that day. I made sure to keep in touch with him to solve this issue. I live on Vancouver Island and travel for work so I only could get this dealt with when it was convenient for me. The salesman and I finally got to sort this issue over text about a month later and he agreed to pay for the damage over the phone but a week later after he agreed, he blocked my cell number and quit his job at the dealership. As I remember the date he quit the job at the dealership was around the end of June. He basically ran away from this problem and now I can't contact him anymore. This caused so much stress for me. I couldn't be anymore disappointed especially since I worked hard to get my first vehicle and this is what I have to deal with. I've even contacted the manager over the phone about this but he doesn't want to help me. I would really appreciate it ?if the company can resolve this issue soon!

  Business response

  14/12/2021

  Good morning , 

  May you please let us know make model and vin number of the vehicle .

  thank you 

  Customer response

  19/01/2022

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

   

  
  The VIN number is ***************** and the make of the vehicle is **** ** **** 

  
  
  Sincerely,
  
  ****** *****

  Business response

  15/02/2022

  Hi ****, 

  
  

  Thank you for bringing this to my attention.  I have communicated with *** ***** about this matter numerous times.  Our conversation was about her complaint of vehicle scratches which she said she found after months of the purchased date.  I stand behind my decision because I remembered the delivery of this vehicle. There were no complaints and there was no mention of scratches.  She bought the vehicle and was happy.  If any scratches occur after, this is a consumer responsibility to pay for it or claim it on ****.  I am not sure why she keep on persuading this matter.  She wanted $200 compensation or more.  It is the matter of principle not the money. 

  
  

  Regards, 

  
  

  Bruce L**

  General Manager

*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. ↩