ComplaintsforSterling Auto Sales, LLC

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle was purchased on 2/28/24. The alternator went out and the chicle broke down on 3/15/24. The Business refuses to ************* and keeps telling me that "****" will call me back. I have had to pay over 1100 in towing and repair costs to get the vehicle running again.

  Business response

  03/19/2024

  **** has been on vacation and is out of the office. We apologize he has not gotten back to you. Your request is not even reasonable. We would certainly pay for the alternator that failed. However, you purchased a used car, and these things happen sometimes. Had you called and asked for a manager while **** was gone we could of had this handled. As I stated before we are willing to pay for alternator that failed.

  Customer response

  03/20/2024

  The business has reached out to me and resolved this issue by agreeing to reimburse for the auto repair work and tow. 

  Customer response

  03/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Vehicle was purchased from this business in May.In the last 2 months we have spent more than $2,000 on repairs for this vehicle.We have now been informed that this vehicle needs a new transmission and engine and the estimated cost is in excess of $8,000 from the dealership we took the vehicle to for repairs.We have also been informed that this vehicle is inoperable until these repairs are made.

  Business response

  07/27/2023

  This is the first we have heard of any issues with this customer. We will contact this customer immediately and get this issue handled. 

  Customer response

  07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  September 4 /2022 I purchased a 2012 ***** *** truck . when I took the truck on a test drive I noticed the front brake calipers were fastened with only 1 bolt on each side..The tires were not a matched set . The brake pads had been replaced, but the rotors were not replaced or even turned. The upper ball joints had been replaced but are all damaged. I am still waiting for a title for this vehicle. I have tried to get this resolved, but nothing is happening. The title has been sent to the DMV at ** **** county 5 times. Sterling Auto has not resolved the issue . I am on my last temporary tag ,it expired in 1 1/2 weeks

  Business response

  02/21/2023

  I have reached out to Mr. ******** personally. I am well aware of his title issue. We are working with ***** ****** Auto Auction daily to get the title corrected in order for ** **** county to accept. As to his other issues we had a former employee that dropped the ball concerning Mr. ********'s other concerns. When this employee left our company he did not bother to tell management about these issues. We would of certainly taken care of them immediately had we known. I am being told a corrected title will be arriving this week. If there is another resolution Mr. ******** would like we will certainly do what we can to accommodate him. I will reach out again tomorrow if he is not able to return my call today. Our number one goal is to resolve this issue ASAP for this customer!! 

  Customer response

  03/07/2023

  No the file should not be closed .  I have not received my title yet .
  

  
  

  Business response

  03/08/2023

  We received title from ***** **** ******* ****** 3-7-23. We processed title 3-7-23 and overnighted it to ** **** DMV. The *** ** tracking number is ************ scheduled to arrive 3-8-23 by 10:30 a.m. 

  Customer response

  03/08/2023

  Complaint: ********
  
  I am rejecting this response because: The truck was purchased Sept 4  if the dealer is telling the truth ** **** county DMV should be able to process the paperwork before our 4th temporary permit expires. It has been over 5 months to complete this basic task. They tried to blame ** **** County DMV for their ignorance. Please do not by a vehicle from Sterling Auto Sales. 
  
  Regards,
  
  **** ********

  Customer response

  03/16/2023

  when I purchased this vehicle on sept. 4 I was told I would receive an emissions test. I never did .The receipt from ****** **** is what it cost me to get the check engine light taken care of. Now it will pass emissions,
  I do not see why I should have to pay this bill .Sterling Auto deleted the code just before I purchased the truck

  Business response

  03/16/2023

  We were not aware of a repair bill. We will mail a check to Mr. ******** tomorrow, March 17, 2023.

  Customer response

  03/28/2023

  Good afternoon this has not been resolved yet. Yes I did receive a check for the repairs needed to pass emissions, thank you

  Customer response

  03/28/2023

  The work that was completed at their shop needs to be redone.  The upper ball joint boots were damaged when they were installed 

  Business response

  03/29/2023

  Our technicians are here Monday thru Friday 9:00 am to 6:00 p.m. We will certainly take a look at the truck and address the issue concerning the torn boot.

  Customer response

  04/03/2023

  Unfortunately my son  doesn't get off work until 5:30 typically  Monday through Friday

  Customer response

  04/13/2023

  Good morning ,I would like to bring the truck to *****'s auto to have him give me a quote on replacing the damaged parts .If the same mechanic is still working at your shop, I don't see how the repairs will be completed any better.

  Business response

  04/13/2023

  If you would like our assistance in this mater we would certainly be happy to have one of our highly trained techs take a look at the issues of concern.

  Customer response

  04/18/2023

  Can I request a list of items that were addressed  and repaired on the 2012 Dodge RAM  . If you still have the same mechanic on duty, will the repairs be completed in the same unsatisfactory way ?

  Business response

  04/18/2023

  Our highly skilled technicians will certainly look into any of you concerns.

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is terrible to deal with. We have been trying to get a resolution to a warranty refund issue since August. Every time we call we have to explain the situation again and are told “I’ll talk with management and get back to you”. Then we have to follow up and the same thing happens again. The issue we are trying to fix is that we bought a truck in December of 2020 it was presented to us as a fully functioning reconditioned truck. We paid asking price which was fair market value and bought an extended warranty with it. Shortly after taking it home we found the drivers mirror adjustment motor was broken, the heated seats didn’t work and the rear passenger door sometimes wouldn’t latch when it was closed. It was around $2,000 to fix at the local ford dealership. We had these items repaired using the extended warranty. In December of 2021 we decided to sell the truck and we filed out the paperwork for getting the refund for the unused time on our warranty. Due to the claim we made for the repairs that should have been fixed before we bought the truck we only received around $304 from a warranty that cost around $3,000 after only using it a year. Since the majority of the warranty would have been refunded had we not needed to make the repairs that the dealer should have made before selling the truck we think that they should reimburse us for the repairs. We are always told that the repairs we had to make should have been taken care of before they put the truck up for sale but they have yet to reimburse us for them.

  Business response

  10/21/2022

  We have been contacted by a gentleman that is not on the paperwork of the vehicle purchased by ******* ******. We have reached out to ******* to verify this issue, but have been unable to reach her. We just need to verify what is going on with the person that actually purchased the vehicle so we can verify the complaint, and get it handled. If ******* would please contact us at 303-******** and ask for Ryan we will certainly get this situation handled in a prompt manner.

• Initial Complaint

  02/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Chevy ******* in May 2021 from Sterling Auto, included was a one year warranty. In late June I contacted Craig the sales rep and advised him the issues I was having with the car. Craig advised me there's nothing he can do on his end and for me to contact ****** whom which I am leasing through. The car did run but at least 4 times out of the week it would give a notification that the car needed serviced. A couple months later the car had power but would not start. I purchased a brand new battery and the car didn't start. I contacted Craig and was advised I would get a callback. I called ****** and they said since the car had a warranty I can take the vehicle to a mechanic and some of the charge would be covered. I had to get the vehicle towed to mechanic. After a few weeks per the mechanic the vehicle had a computer issue. If what he fixed did not work then there would be nothing else to do for the car. I finally got ahold of Craig from Sterling Auto after several attempts. He stated if the mechanic couldn't get the vehicle running then Sterling Auto can tow it to Sterling and work on it. I advised him of what the mechanic said. I had to pay $300 out of my own pocket as the mechanic stated issues with the computer and labor was not included in warranty. The car ran, but did hesitate the majority of the time and the service for trak came back. I called ****** and a rep told me to contact Sterling Auto as they can further assist me as they handle the financial part and Sterling Auto has other options. I called Sterling Auto left info with Craig and didn't get callback. In late October the car stopped running completely. The car has power but will not turn on and the trak censor notification is still on. The Chevy has not been running ever since. I am paying $350 a month for a vehicle that does not run, nor did Sterling Auto help in any way. I did trade in my Dodge ******* and put $1500 down for it

  Business response

  03/02/2022

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

  Craig hasn't worked for Sterling Auto Sales for over 5 months. So if she has been communicating with Craig we were never notified by Craig about her issues. The last I heard about this I authorized Craig to pick up the vehicle and have our shop fix it all at no charge. I assumed everything had been handled, as I had not heard anything different. If she had been trying to communicate with Craig that is probably why this issue has not been resolved. We will either pick up the car like I authorized originally and fix it, or we will buy the car back from her. But she needs to communicate with Ryan moving forward, as Craig no longer works for Sterling Auto Sales. Please let us know which route she would like to take, and we will handle it. 

  Customer response

  03/08/2022

  Complaint: ********
  I am rejecting this response because I no longer have the vehicle as the finance company picked up the vehicle since I would no longer pay for a vehicle that has computer malfunction and has not ran since Oct 2021.
  ******** *******

  Business response

  03/08/2022

  Not sure why this customer is contacting anyone after she let the car go back to the bank . Our business phone number is very readily available. We had no idea there was a continuing issue as we had never been notified by this customer until last week. We can't help if we don't know there is a problem.She certainly could of reached out to someone other than Craig if this was an issue clear back in October. Why wait to notify us after she let the car get repossessed. Your telling me you couldn't of picked up the phone and called the store when Craig wasn't responding. We certainly would of assisted you, but now that the bank has the car there is not much we can do at this point.  

  Customer response

  03/09/2022

  Complaint: ********
  I am rejecting this response because:
  After no response from Sterling Autos Sales and the car not running since Oct 2021, I had to make the decision to have the car picked up since I refused to pay for a car and insurance when the car didnt even run and Per the mechanic from *** *** (he too spoke with Sterling Auto Rep) if the car had the same computer issue in the future (which I paid for out of pocket and ****** told me I wasn't responsible for since it was computer issue) then there is nothing that can be done to the car.I definitely reached out to ****** and he even replied via text that he is waiting for word from his boss and that there is only so much he can do as a rep. I called and was told several times by Jaime that I would get a callback and never did. Not only did I give $1500 down payment I put my Dodge (paid cash to Sterling Auto at time of purchase) as trade in too for the car. Then Craig tells me the computer issue wasn't covered under warranty I had to pay almost $300 to *** *** mechanic out of pocket when ****** months later tells me computer issue is covered and I was not to pay since under warranty but would verify and callback and never did. So now I have to start over with nothing due to Sterling Auto negligence.I am wanting Sterling Auto to make it right on their end! There is something very wrong with this situation!
  ******** *******

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