ComplaintsforFlorida Auto Exchange Company, Inc.

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2013 **** Chevrolet on Aug 11 2023 I observed already something smelt like it was burning from car but was told it was nothing about 4 weeks of having the car the car overheated I was told to drop the car off to their shop and they would fix it ok they supposedly fixed it but 3 weeks later the same problem the car overheated again this time it made a terrible noise so I'm like this car is a lemon they sold me a bogus car! Then they told me to get it towed back to the shop to fix it picked up car fluid dripping from everywhere same problem then looked on my credit the amount that was on contract was different on my credit way higher I have photos then they took ********************************************************************************************************************* contract they said I wasn't covered they are not truthful people and scammers! I do not need the problems of a bogus car!

  Business response

  11/06/2023

  **************** purchased her vehicle on 8/11/23 and on 9/15/23 she had her vehicle towed to ****************** Experts (ASE) at our request for an overheating issue. They diagnosed the issue as a bad upper radiator hose and the repair was done as a goodwill repair with no charge to customer. On 10/11/23, **************** dropped the vehicle off at our sales location with an overheating issue. We took the vehicle to ASE for diagnosis and they found a defective water pump and thermostat housing. The repair was done as a goodwill repair at no charge to the customer. **************** then refused to pick up her vehicle and told us that she would be contacting an attorney. On 10/19/23, we contacted **************** again regarding picking up her vehicle as it was repaired and ready to be picked up and she stated she did not want the car and that it is "junk". 

  We apologize that **************** had any issues with her vehicle. We repaired her vehicle in a timely manner at no cost to her each time. Regarding the credit bureau, the recorded amount is properly recorded.  The amount showing is the account balance (which includes interest charges), it is not the amount financed (without interest charges) as has been explained to her prior. **************** does have Roadside Assistance and has had it since her vehicle purchase date. She was provided a copy with her paperwork at time of delivery. If she had an issue with contacting them all she needed to do was contact us for assistance. 

  We have been nothing but transparent and truthful to *****************  We are sorry that her vehicle developed an overheating issue and we acted promptly to perform the needed repairs at no cost to her.  There is no more we could have done for her.

  Customer response

  11/21/2023

   
  Complaint: 20751897
  
  I am rejecting this response because:

  I'm responding back to what the business said I picked up the car nov 10 still same problem this time fluid was busting out all over the car and I returned the car on the 10th and told them I was giving car back they said ok that will be self voluntary repossession me and my husband told them that and I said ok they sold me a lemon the car steady overheating that mean that engine will go out and I'm stuck paying on a lemon within a month and as far as contract it said ****** that's with interest and it said 17 **** on my credit they are not truthful people they seen I needed a car and gave me anything!
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 9 2022 I purchased a 2013 ****** Altima from this company, after having one good experience I tried it again and put 4K down on this vehicle. Within a few days of leaving I realized it needed an oil change so I took it to **** ****** in which the problems started. I have a full diagnosis on the vehicle and it exposed very poor maintenance and severe safety defects which I brought to their attention as I had a 3k mile warranty on the car. I brought it to their mechanic with these concerns and he told me nothing was wrong they were just upselling me. A week later its back in the shop and I was physically able to see the damages myself and took video evidence. In an attempt to reach out again the owners son ** said hed fix the control arms (not every other thing wrong) after days of arguing and calling a lawyer. He gets my car and then calls me to blackmail me and tell me he wont fix my car unless I took down my bad review. I did. I got my car back and still the issues kept going. In 8 months Ive spent over 3k in repairs for this car and its still on the verge of breaking down. The engine and transmission are bad and the car had a major oil leak that was cleaned to sell it. I tried to go in again and ask for a different car and for them to take this back and do the right thing and they refused without another 4K down payment and I heard no response. This car was a Lemon and was not checked out mechanically at all prior to sale. Issues where covered and hidden to make the sale. ** was extremely rude and unprofessional and the use of extortion was beyond my belief. Im out thousands due to this ordeal and my car is a time bomb waiting to go off in which Ill be responsible for now. The car was presented as something it wasnt and only a brief inspection from a shop was able to expose all this within days of purchasing. They have been rude with me and consistently lied to my face to avoid making it right.

  Business response

  02/22/2023

  Please see attached response to complaint.

  Business response

  02/24/2023

  See attached business response

  Customer response

  02/24/2023

   
  Complaint: 19440137
  
  I am rejecting this response because: this business is fraudulent and is lying as I have a voice recording of the owners son telling me to take my review down or he wouldnt fix my car. Ive texted a saleswoman named ***** several times about issues with this vehicle. I will not take it to their service center because of the lies they told saying the issue they fixed wasnt there to begin with. Funny how they claimed it was fine but then fixed it? It clearly wasnt fine the car has been falling apart since the first week I had it. 
  
  Sincerely,
  
  *******************************

  Business response

  02/27/2023

  I am not sure what the complaint is now. It seems as though it is about the review. I am the owner and I can only go with what I am told as how things happened. If there is a tape recording, I am not sure that is even legal.

  We fixed the ladies initial complaint for free. We do not sell brand new cars. The cars we sell are used and many of the parts are used as well in the vehicle. We sell the cars with a limited warranty. We honor our warrantees if problems come up that are warrantied. We cannot be responsible for everything that goes wrong with a car simply because we sold the vehicle. We went as far as trying to trade her into another vehicle. That didn't work out. Sometimes we are unable to make deals for many different reasons. I'm sorry she doesn't like this car and wants another car. Right now, we are not able to make that work for her. As time goes on, she may be in a better equity position to trade out of the vehicle. There is really nothing else that we are able to do right now. The vehicle is out of the warranty period, and we used up our goodwill expenditure.

  Regards,

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

  President,

   

• Initial Complaint

  07/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, On 2/23/2022 I went to Florida exchange to buy a car. I explained that I need a car to get to and from work, and to do deliveries. I ask about the warranty, was told not to worry they would take care of me. I explained that I couldn't afford a big repair or be without a car. They said not to worry warranty should cover it. On 5/5/2022 the car begin to run hot. I was told to bring the car in. I brought it in an told Chet I could not be long without my car. He said he could not make any promises but it shouldn't be too long. I applied for a repair loan and was approved for$961. I told them I did not have any more to put on it. I asked if I could take it somewhere else and was told no because they didn't feel comfortable allowing me to drive it off their lot. I left the car with them because I left like I had no choice. I tried to get one of their car rentals but none were available, my job took me off my cases and said it was difficult to believe my car was still in the shop. I called and spoke with Nadine. I told her I was afraid to lose my job. She said he would see what she could do. I spoke with Kenny during this time, and he said we don't give rental cars out and there was nothing they could do anything for me. I was told since I was over the mileage, I would have to pay for the repair because my warranty had expired. My sister called to help and told Kenny she was afraid I was going to lose my job. Kenny told her his wife does the same thing and I could find another job. I spoke with someone and said I am still trying to make my payments even though I can't work because my car is still in the shop and asked them to please help. Nadine called back and they gave me a free rental. She asked how long I would have the car and I said until the car is done, and I am not sure. I am very thankful for that because I know they didn't have to do that. Two weeks later my car was ready. They want me to pay for for the expenses. I just want my $3000 back, return car.

  Business response

  08/03/2022

  Business Response /* (1000, 6, 2022/07/21) */ Here are the facts as we know them on our end. The customer brought the car in to our service repair center on May 2, 2022 with 97060 miles. She purchased the car with 92178 miles. During this time she drove the car 4882 miles. The warranty she received with the car was for 90 days and 3000 miles. We diagnosed the overheating problem and gave her an estimate. She said she didn't have any money so we gave her the information for Easy Pay which pays for auto repairs on credit. She went online and filled out the application. She said she was approved, and we proceeded to get the car repaired. We explained to her that we were short on help, and we had to send a part out to a machine shop to be checked and or repaired and this would take time. We also have a rental car company on premises, but all of our cars were out on rental. As soon as one arrived, we gave it to her for the remainder of the repair time. At no charge I might add. Before we gave the customer back her car, we had an employee drive the car 2 times for a total of 5 days and over 400 miles and the car performed perfectly. The car was returned to her on July 1st and we did not here from her for 6 days and 369 miles later On July 7 our service dept. received a call from her that the check engine light was on. She was asked if there were any other drivability problems and she said no. She asked to speak to the 'main guy' and the sales manager called her back. We never saw her again. On July 6 our office received a call from Lokey VW wanting a loan payoff. We assumed she was trading the car in. There is a GPS in the vehicle, and we know the car was being driven during this period. Worthy of note. The customer was not approved for the Easy Pay loan which we did not find out until after the repairs were made. This left us without any payment and the customer needed to sign a service arrangement to pay us. As of today, she never has made a payment. This afternoon we picked up the vehicle at Lokey VW. We have the service repair order from them. We drove the car back to our facility. It is a very confusing repair order that makes no sense. Apparently, someone else was into this car if what Lokey says is true because there is no way possible this car could have driven for the 400 plus miles our driver drove it and the 369 mile the customer drove it needing the repairs Lokey recommends. We tried very hard to take care of this customer during very trying times. To date she has paid nothing towards the repairs we made and that includes the rental car for several weeks. I am sorry that she has had a tough time. However, it is not our doing. We are not responsible for peoples' livelihoods when we sell them a car. This vehicle had a warranty when it was sold. it is unfortunate that she drives so many miles. She had the opportunity to purchase an extended warranty when she bought the car, but she declined. Consumer Response /* (3000, 8, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is not enough room here to poke holes in the lies. I was told that an extended warranty was not needed and they would 'take care of me' so I did not get the warranty because I was told it was not needed. The first time I took the car in for repairs, I was approved for $900 plus dollars but since the repairs took over 30 days, that loan expired. When I applied for the second loan two plus months later, I was denied for whatever reason. I believe Nadine and the owner son did what they could to help and I am very appreciative. However no one else worked on this car, only them. I was told that due to repairs done, the car could not be driven. The engine was messed up. I did not take it back because it took over 2 and a half months for the first repair. I do not feel their mechanic knew what he was doing. Kenny denied me every opportunity to correct the problem and he was the one saying they would not help me.Kenny also said that I could get another job because his wife in the same field. I do not feel most of their statements are correct, and I feel I was wronged. I even asked Kenny for a trade because I did not feel this car would run right again. Kenny told me I was helped enough and they would not help any more. I just want them to be honest and fair but I clearly see they refuse to do right by their customers and would never recommend them dueto their bad mechanics, bad customer service and lies. The truth will come out. I know I am not the only one they have done to. Business Response /* (4000, 11, 2022/07/29) */ I am sorry Ms. ****** is upset with the situation. However, we need to deal with the facts. They are she bought a car on February 23, 2022 and put 4882 miles on the vehicle before her first time to our service department and as far as I know to any service department. She was out of warranty. In our effort to help Ms. ****** we offered her a rental car free of charge when one came available since the problem with the car was going to take a while to repair. The car came into service originally on 05/22/22. We went through all of this in our last email. Ms Farji put $3200.00 down on this car and paid $1128.75 in payments. She never paid anything for the repairs that were done to the vehicle. That repair bill for all the repairs we did was $2184.23. We goodwilled $1210.26 and her portion was $973.97. Our office made an arrangement with here to pay the bill later. Keep in mind we gave her a Free rental car from 05/26 to 06/23 and then from 06/27 to 07/01 totaling 33 days. During this time she put an additional 1795 miles on that rental car. She has never paid anything for the car since she picked up the car. No Payments on the car loan, no service repair payment, nothing. She took the car to a VW dealer and had it inspected and tried to purchase a car there. They called for a loan payoff and that was all we knew at the time. Our office had called her a couple of days later since she did not make a payment and she text our office telling us the car was at the VW dealer and didn't run. She had removed her tag from the car at the VW store and there were no personal belongings in the car. We have since picked up the car (we drove it back to our service department) and inspected it. The throttle body malfunctioned which is something we never touched. it is impossible for us to stand behind our repairs if we do not get a chance to look at the problem to satisfy the customer. At this point Ms. ****** had apparently abandoned her car. By not making her loan payments she is in arrears. She is eligible for repossession. We have spent in excess of $1900.00 in goodwill trying to satisfy this customer. At this point we will be sending the necessary repossession paperwork to Ms. ******. She will have the appropriate time to come in and redeem her vehicle. At that time, she will need to pay her account up to date and meet her service arrangement.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 2008 Ford Sport Trac on May24, 2022 for $13,521.94. The very next day on my first drive, I notices sluggish activation and reluctance to shift gears. Also, the 'check engine" light was on . Called dealer and said that i did not like what I was experiencing and wanted to return., Salesman said no returns but would have it fixed at Florida Auto Service Center. They took in and returned stating they replaced the #3 fuel injector. When I noticed that the light continue to display intermitenly, I not longer wanted the vehicle and sought to sell it at CARMAX since my dealership would not deal with me. They offered me $3,000 as the value (remember I just paid $13,521.94 which means I was severely overcharged for the vehicle. The only documents given me at point of sale was Buyers Order and a CARFAX showing that the quality of the vehicle was higher than the range for that model (XX-XX) at 87 Autocheck Score. On or about June 16, I appealed to the dealership manager in an attempt to return the vehicle (even realizing a loss for the 200 total miles driven). He needed to check with his manager and contacted me the next day saying that they could not use the truck and were not taking in any more trucks. This is a vehicle that they were offering with such pride only a couple of weeks ago now they won't touch it. I feel they have been disingenuous with me as a buyer and mis-represented the vehicle as being in superb quality when they knew this was not the case. I have left it parked in my driveway for the most of the time for fear of being stuck out somewhere in it. I am seeking assistiance in returning this vehicle to the company expecting a fair loss for the miles used.

  Business response

  07/28/2022

  Consumer Response /* (3000, 6, 2022/07/12) */ Attached is a summary, video and picture to support my complaint. Business Response /* (1000, 9, 2022/07/21) */ Mr. ******** purchased his vehicle from Florida Auto Exchange Co on May 24, 2022. The 2008 Ford Explorer was sold with a 3 month or 3000-mile Certified Limited Warranty, the warranty was explained verbally, and Mr. ******** signed documentation acknowledging that he understands his warranty coverage. Prior to his purchase of the vehicle, it went through our used vehicle inspection on May 16, 2022, where the oil was changed, front rotors were machined, the TPMS Sensor was replaced, a wheel bearing was installed along with hood struts and four new tires. On May 26, 2022, Mr. ******** called in about a check engine light that had come on and the vehicle was running poorly. The next day he brought his vehicle in to our service facility, Florida Auto Service Center, to have the issue looked at. The vehicle was inspected, and the check engine light gave a code for a #3 fuel injector failure. We replaced the fuel injector and completed the repair resolving the issue. This repair was done as a goodwill repair at no cost to Mr. ******** being that it was outside of his warranty coverage. On June 29, 2022, Mr. ******** brought his vehicle into Florida Auto Service Center. The vehicle was inspected, and it was diagnosed that the vehicle had been overheated. We explained that the water pump failed, and the vehicle was badly overheated causing major engine failure. Mr. ******** was shown the metal shavings that resulted from this failure collected in his oil pan. Currently, Mr. ********'s vehicle is at our service facility. He has removed his plate and turned in his key abandoning his vehicle. We stand 100% behind the warranty and will live up to it. Mr. ******** states in his complaint that on May 31, 2022, his vehicle was running hot, then again on June 9, 2022, he drives the vehicle overheating, and again on June 29, 2022, drives the vehicle overheating. Mr. ********'s negligence in driving the vehicle numerous times while it was overheating without bringing it to a service facility is the core issue here. We understand his frustration, any vehicle, at any age and any miles can break at any time and when an issue arises it requires prompt attention before it becomes something much larger. Florida Auto Exchange Co has been attentive, honest, and transparent with Mr. ******** throughout his purchase. We will gladly service him as per warranty, or he is welcome to take his vehicle to another repair facility. If there are any questions I can answer, or additional information needed please feel free to reach out. Consumer Response /* (3000, 11, 2022/07/25) */ Thank you for forwarding the reply from the Florida Auto Exchange. I feel that I am owed one last attempt to show that this merchant is being evasive and fraudulent in this matter. Please accept my attached response as rebuttal to their mischaracterized response. I will await your further disposition and thank you for your assistance Business Response /* (4000, 13, 2022/07/25) */ We have been very honest and upfront with our response to Mr. ********. He states here we are evasive and fraudulent. That is completely unfounded. We spent time with him during the inspection in our service dept. We have always been courteous and nice to him on his visits to our showroom. How else would he have gotten pictures and a video of the engine problem? We certainly didn't hide anything. The truth of the matter is Mr. ******** didn't want this truck after he purchased it. He found out it did not fit his Honda Gold Wing motorcycle the way a Dodge Dakota pickup did like his buddy has. He came back shortly after he bought it and wanted to sell it back to us. At this time gas was over $5.00 per gallon and we were not buying trucks. Shortly after that you know the story, it overheated and then he came back to us again when it was too late for an easy repair. By this time the engine was severely damaged from being driven hot and needed the engine. Now he wants his money back. Had he just fixed the water pump under the warranty he would have a beautiful tuck unfortunately not the one he wanted. At this time, I will make him two offers. Number one: The warranty on the truck had a maximum payout of $1500.00 with a $100.00 deductible. If the warranty company doesn't cover the repair because of neglect, I will good will $1500 of the repair minus the $100.00 deductible the same as the warranty company would have. Number two: I will buy the vehicle back for $4000.00. Otherwise, I would like Mr. ******** to have his truck picked up within the next 7 days. Space is in short supply, and I don't want it to get damaged. I am sorry Mr. ******** is unhappy and I hope he fixes the truck. In my mind that would be his best option. I am including a copy of the Certified warranty for your information. Thank you ********** ****** Consumer Response /* (2000, 15, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept option #2 of the company's response under the condition that they provide the $4,000 check with a Bill of Sale in exchange for the vehicle title.

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