Complaints

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• Initial Complaint

  Date:03/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a car that looked great. Unfortunately, what I received was a car that had a major issue that was intentionally hidden from me by clearing check engine codes each time the car was started. This is based on information I received from a certified mechanic as well as the conduct I witnessed during my test drive experience. Based on an inspection by a certified mechanic at Christian ******** the car needed a water pump and had been displaying a check engine light for a while. Looking back, it is obvious the business went to great lengths to cover up the issue and the code so I would not see it during the test drive. - Car was taken away from me before I could drive it (Obviously to clear the code)- Car was left running when it was returned for the test drive (Obviously to keep the code from reappearing on restart)- Code appeared when the car was started after purchasing. Mechanic quickly cleared it without showing it to me) Told me it was a different code than it really was)- Salesman ******* assured me that the dealership owner was a great guy and that they would make sure everything was taken care of if it returned.- Code appeared that night when the car was first restarted again after leaving dealership - Took car to Christian ******** automotive the next morning and was told it was a bad water pump and was an old code that had to have been being cleared.- Notified Alpha Auto Trader immediately and did not hear back for weeks - Had car fixed as it was not derivable with a bad water pump.- Spent 55 days receiving promises and lies via email and text that they were working on a resolution. Purchased on 12/14/2022 and the dealership stop responding on 2/7/2023 The dealership went out of their way to deceive me about the problem with the car, then they lied repeatidly about their willingness to resolve. They conducted business in bad faith.Require full reimbursement for repair ($1604.95) . This is our last resort before litigation.

  Business Response

  Date: 03/14/2023

  Unfortunately, this issues has been going on for months.  ***************************** our sales person has been communicating with him to resolve the issue.  Below is our position on the complaint:

  1.  We did not hide any codes. It is not our practice to delete code. The Lot Manager did scan the car before the customer left with the vehicle but the code was for a different issues related to the car not have turned on for a while.  The code was not  related to the water pump issue. 

  2.  The vehicle is sold "As Is" and the customer was well aware of it.  All signatures were obtained confirming this at the signing of the contract. I even had the customer's son girlfriend sign as a witness confirming he was advised the vehicle is sols As Is.

  3.  A warranty was offered to the customer and he declined. We always recommend a warranty for European cars (Audi) as they are expensive to maintain. The customer declined to purchase a warranty.  In order to assist them further we informed the customer if there is a problem we can help by ordering the parts at our wholesale costs as well we can arrange a mechanic to fix the problem.  The customer decided to go to another mechanic (Christian *************** and was charged $1600.00 for a combination of services.   After reviewing the bill, we offered the customer $500.00 because that is ow much it would have cost to fix the water pump issue. Sadly, he refused our offer. Christian ******** mechanic recommended that other parts that was not directly related to the issue be replaced. Consequently, we do not believe that it is our place to repair an issue that is not related to the water pump.   

  At this point, after months of discussion with the customer, we are not in a position to offer anything anymore. We are closing the business down. 

  If need be, I can find the numerous email conversations with the customer, who was often disparaging and belittling to our our Salesman and our business.  Alpha Auto Trader has always done the right thing by our customers.  This is reflected in our reviews. We would not have been a member of the BBB if we operated our business unprofessionally.

   

  Kind Regards,

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

  Finance Manger

   

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19518300
  
  I am rejecting this response because:

  There is nearly nothing in this response that resembles truth.  They have lied from day one and they have strung us along for months only to now respond again with lie after lie.
  

  #1 There is a detailed email trail showing promises of a resolution without a resolution ever being offered.  

  #2  The business NEVER offered any resolution.  NOT EVER.  Produce where a resolution was offered and was rejected.   During my conversations with *******, I even alluded to the fact that they could make a reasonable offer if they felt their mechanic could have done it cheaper.   NEVER WAS PRESENTED ANY OFFER!!!
  

  #3  The receipt we submitted which was roughly $1600 was ONLY FOR THE WATERPUMP and fittings and coolant required for replacement   The inspection was paid for separately and no    This is very clear on the receipt.

  #4  It was only vaguely suggested they would have their mechanic fix the problem only after this business DID NOT RESPOND FOR TWO WEEKS.    The car was not drive-able without a working cooling system.  It took two weeks for Alpha Auto Trader to even respond.
  

  #5  The rear dashcam on my **** Bronco clearly has their mechanic clearing using a code reader to obviously clear code(s).   Can I see the code?  No.   But why would he have a code reader in his hands and plugging it in.   And why would the car show many cleared codes related to the water pump.
  

  I could keep going but will leave this as enough. This is the most dishonest business I have ever seen in my 50+ years.    I am shocked at the complete lack of any integrity at all.  Disgraceful and every potential customer should be aware.
  

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