ComplaintsforGrote Automotive

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/23 I purchased a 2012 ****** Impreza from Grote Automotive. Upon purchasing it noises such as: "Squeeling noise when first start and continues, intermittently while driving, and grinding noise especially at 35 mph" were noted. I returned the vehicle for service on these items within the 30 days required. The vehicle was inspected and items noted were "fixed". Within another 60 days I noticed the vehicle would shake/wobble at speeds around 60mph. I brought my vehicle into a tire shop assuming I had an issue with the tires. The rear tires were bald on the interior suggesting poor alignment. I paid for an alignment to be completed at ********** in ******** where a broken rear lower forward facing control arm was found. In addition to this, all four brake pads were worn down to the metal as well as a loud noise from the engine was heard, especially while idling or in reverse. While waiting for the parts to arrive to address the brakes, while driving with my toddler, the front passenger rotor snapped in two pieces. In reviewing the rotor, the mechanic reported that this rotor was so badly functioning it never should have been on the road. Last week, I noticed my vehicle was sluggish, and leaking oil. Within two days all control lights on the dash illuminated. I was able to get my vehicle to a nearby mechanic who found a blown head gasket. All of these items should have been noted and or addressed prior to this vehicle ever leaving their lot. They placed my family and myself in significant danger and or exposure. The inconvenience this has placed on my family due to paying up front costs as we wait for reimbursement from the warranty company, lost wages due to being off work, and the fear my son now has of getting back into my vehicle is unacceptable. Not only did they have the vehicle prior to sale, it returned for an inspection due to noises after the sale and should have been addressed. I have paid now $800 in repairs outside of the warranty in 7 months.

  

  Business response

  05/30/2024

   *** 2012 Impreza was purchased on 10/11/2023. This vehicle was purchased with the understanding by the dealer and customer that due to the age of the car ******************** could only warranty the power train for 15 days 500 miles. *** customer did purchase an Extended ************** contract that is good for 24 months and 24k miles after purchase. We did address concerns that the customer had at the time of the sale. Repairs included a squealing noise and a grinding noise. After those issues were addressed, we have no records of the customer reaching back out to us for repairs needed on the car. We do apologies for any issues you've had. Your Zurich warranty is eligible to be used at other repair places. If you could reach out to Grote automotive management at ************ we'd be happy to see how we can help. 

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from Grote. They told me everything passed inspection. I find out a couple days later the car needs a new engine and was in a accident and it was never disclosed

  

  Business response

  05/22/2024

  *********************** purchased a 2012 ****** Forester from Grote on 08/07/2023 with ******* miles. **** though he purchased the vehicle AS-IS with no warranty, we did still perform suspension repairs at no cost to ***** after he purchased the car. We have no notes or records of the vehicle needing a new engine, however if that is the current situation with the vehicle, wed be more than happy to try and assist in any way we can, or possibly look at trading ***** into a different car. As for the accident record of the ******, we do have a complete auto check history report stating the vehicles damages and accident history signed By *********************** dated the day he purchased it on 08/07/2023. We do apologies about any frustrations or issues that have arose surrounding the ******, however if ***** could reach out to someone in the store, we can try to help however we can.  
  

  Customer response

  05/23/2024

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

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ***** Crv, 2 days later the *** SYSTEM PROBLEM alert on the dash came up. Took it to the dealer and the manager didn't even bother to hook it up to a computer, just put it on a lift and said "look, no fluid leaking from the rear differential!" We took it to a dealer here in *******, **** and the rear differential fluid pump was found to be faulty. The differential was replaced. A few weeks later now EVERY WARNING LIGHT in the car's system is flashing. Took it back to the local dealer and they found the *** module is faulty, which is not covered by warranty and is a $700 dollar repair. I have documented it and sent it to the dealer and they have not responded. We have only had the vehicle for a few months and have continuous problems. We want a different vehicle as a replacement. We have had my truck from another dealer and have not had one issue with it in 3 years. We have a car from the same dealer and not one issue in 2 years. One should expect to NOT have major continuous issues with a vehicle fresh from the car lot!

  

  Business response

  05/22/2024

  Im Sorry to hear about your issues and frustrations. According to my notes here at Grote it looks like we shipped Rear brakes and an Engine splash shield to you due to some concerns you had. I don't have any notes of any issues after 2/21/2024. If you choose to have the vehicle serviced elsewhere then we can only offer so much help. If you can contact one of our store managers directly, theyd be happy to see what we can do about getting the parts that need to be approved through your dealers warranty or look at trading you into a different vehicle. We do want to help when and where we can.  

  Customer response

  05/23/2024

   
  Complaint: 21663360
  
  I am rejecting this response because:

  I have contacted them through various sources, text to the actual salesperson, message on one of her co **************** messaging page, a direct message to the dealership through their "contact us" page online, and finally with a phone conversation with one of their managers. I want this vehicle returned and the opportunity to pick my own vehicle
  
  Sincerely,
  
  ***********************

  

  Business response

  05/29/2024

  I apologies with any difficulties you've had contacting our team members. Please text one of our sales managers directly at ************ and they can try and help. Also, the customer does have a ********** mile ************** contract that is applicable both at our repair shop and any other repair shop that does warranty repairs. Wed be happy to see how we could help in either servicing the vehicle or possibly trading it in/ buying it back. 
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The car alerted me of low tire pressure of back tire when I was test driving it! Checked tire out and there was a plug in it! I was told they would replace tire and order it that day! Went to get tire after 1 week! The salesman denied promise and refused tire!

  

  Business response

  04/17/2024

  Have attempted to reach **** several times with no response. We would love to resolve the issue with your tire. Please call us at ************ and ask for the store manager *********************. 

  Customer response

  04/22/2024

   
  Complaint: 21535193
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************. I was never called by anyone from Grote regarding my tire or anything!

  

  Business response

  04/23/2024

  Sorry for the confusion. ***************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The dates of my transactions with Grote Automotive at ******************************************************** ***** were as follows: *10/27/2022 *** ******** LX2021 -Purchase price- $26,500.00, Amount financed - $30,828.06. Total down payment was $*****.00. Issues: The *** was insured through **************** however, ***** refused to renew the insurance for the *** because I did not have the installing kill switches that makes the vehicle inoperable without a key, car alarms with motion detection, steering wheel locking devices or vehicle tracking systems. At the time, ***s were being stolen in are area. I was informed by my insurance agent to go back to Grote and have them to have the part installed in my car. The salesmen that I had been working with informed me that they were not referring to my 2021 ***. After speaking with my insurance agent again they said that they are unable to insure me, and Grote could not deny putting the part in the *** under warranty and the switch needed to be put in the car. I proceeded to take my car back to Grote at which time the salesman informed me that they were aware of thefts with **** and there were 3 that were taken the night before. At that point, they stated that they would install the part, however there was not a part available, and they could not guarantee a time in which it would be available. Due to this fact and without the part I could not be insured, I agreed to purchase another car in the place of the 2021 KIA ********. *7/3/2023 2021 **** Escape, purchased on 6/30/2023. I was asked to make a down payment in the amount of $885.31, in addition to the ***** payment I had made on the ***. I explained that I could not make the down payment at that time as the payment for the *** was being taken out that week of $660.63 through Regional Acceptance. The salesperson informed me that they are contacting Regional to let them know that I no longer have the *** ********, which would stop that payment of $660.63 and I agreed to pay the $885.31 down payment for the **** Escape to Grote Automotive. I drove the **** Escape for almost a month without knowing that I was not financed, although I had completed all of the paperwork while at the dealership. During that time, I had a flat without a donut nor **** in the car. I called Grote Automotive, and they told me to have AAA tow truck come and pick the car up and have it towed to ******* to have a new tire put on and they (Grote Automotive) will reimburse me, which they did. That is when I was informed that they did not have me financed and I would need to come in so they could take care of the financing. *7/20/2023 2021 Buick Encore, the care that I now have through Grote in place of the of the 2021 **** Escape. My payments which were supposed to be the same amount as the 2021 **** ended up being over $100.00. When I questioned the salesman about the pricing and the payments, he stated in the presences of others that I would receive a check for $1,400.00 and another a couple of weeks later for $660.63 which is the extra payment that I made to Regional Acceptance. At this point, I have not received either. Practices at this business are not in the best interest of the consumer and they are taking advantage of their customers. ************************** ************************* 12/28/2023

  

  Business response

  04/16/2024

  *********************** Purchased a 2021 Kia ******** on 10/27/2022. In regard to the complaints about the Insurance and Theft updates. We do not sell or handle insurance internally, any insurance clauses or lack of coverage after the sale is between the Customer and Insurance Provider. As for not doing the recall in house at our dealership. We do not always have access to the required parts without going through a *** franchised dealership as we are a Mitsubishi/ Used dealer not partnered with ***, which can cause long waits for *** required updates/Recalls. As for the complaints of missing checks to the customer. Any overage in payments or Payments collected after the trade in would be sent directly to the customer from the bank and not pass through Grote automotive. Our We-owe You-Owe reccords signed by the dealer and Customer show no promises of checks or cash after the fact. Any money received from the early cancellation of the warranty was applied to the next car purchase, which is satated on the warranty cancellation signed by both the dealer and Customer.  
  We do Apologies for any miscommunications during or after the sale and do want to mediate the issue however we can. If the customer can reach out and speak with one of the current management team, wed be happy to see how we could explain/better the situation.  

  

  Business response

  04/24/2024

  We have responded to this and unsure why it was sent again. Thank you. 

  Customer response

  05/10/2024

   
  Complaint: 21532578
  
  I am rejecting this response because:I have not received any information from Grote automotive, please open my account .
  

  
  

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

  

  Business response

  05/26/2024

  Wed like to help in this situation however we can. Wed prefer you to come see us so we can sort this out. The store manager during this transaction is no longer with us so we don't have any information to support the math in this complaint. We are very interested in a resolution for any grievances we have! Sorry for any inconvenience.  

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a vehicle through Grote, I was told I had a car on hold and to come back. I came back the car was gone and I got a car that I dont like at all but needed a car so I went through with it. I never received any paperwork from them about my car, I have no registration or anything showing I purchased the car. I have called numerous times and no one answers the phone, I also have ****** cell number and have messaged numerous times still no response. I want and need all of my paperwork. Terrible experience for a first time car buyer.

  

  Business response

  04/16/2024

  ************************* Purchased a 2017 ***** Sonic from Grote on 1/10/2024. Originally, we had looked at getting him into a 2018 ******* Elantra. However, we had to swap vehicles due to issues with the Customer not being able to afford adding insurance on the *******. After the purchase of the Sonic on 1/10/2022 the Salesperson he worked with texted him on 1/26/2024 at 1:37pm Stating that the Folder containing his paperwork was left behind and let him know that we were holding it in the office for him to pick up. The salesperson never received a response from the customer, so they reached back out on 1/31/2024 at 3:29pm letting the customer know that we had a Spare key, His paperwork, and registration were being held at the office for pick up. Again, the salesperson received no response from the customer. About a month and a half later ******* finally did respond to us on 3/18/2024 at 8:26am, it was him stating that he missed his last payment on the sonic and wanted advice on what to do going forward. The salesperson responded the following day, 3/19/2024, stating that we did still have his paperwork held in the office and let him know our hours he could swing by. Since then, the customer has come in and received his paperwork, on either 4-8-2024 or 4-9-2024 he came in and had it given to him. We apologies for any issues or delays during the car buying process, or with any after the fact care. However, we do believe that this is an issue of inability to reach the customer and not an unwillingness to provide the necessary documents. 
  

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've had my car for only 8 months. I took my car in to have my heating system checked out. There was a scan done on my vehicle and found out that my engine is going out on my car. I went back to the dealership to find out what can be done. They told me that I refused an extended warranty and that they couldn't do anything for me. They asked me why I would have a scan done on my car. I told them why. They told me to reach out to some extended warranty companies to get quotes and not to tell them that I have problems with my car. They then told me to contact the dealership again with the price of a warranty company so they can let other customers know about this

  

  Business response

  03/09/2024

  ***********************, after reviewing your file, acknowledged in writing that you declined additional warranty coverage and only accepted Gap and our complimentary 3-month 3,000-mile warranty. We self-insure our products and would have no incentive to ask you to deceive our company for any reason. This means we are responsible for any claims that are approved when submitted for payment. However, we do regret you are having issues with your vehicle and would like to help trade you out of the vehicle. Please feel free to stop by and ask for ********************* so we can try to get you back on the road. 
  *********************;
  General Sales Manager Grote Automotive

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought truck in 7/12/23 found out it had a bad tierod and upper and lower ball joints needed replacing,which they did and it needed alignment of the front end as well,which of course they said they did! ******* ***** later both tires went bald on the inside ( front tires) I decided not to trust them an took it to my local mechanic,to which he said due to his professional opion it was never aligned it was 2 1/2out and toed in! When I contacted the dealership the said that I hit a HUGE pothole,or that I've had it for 6 months an should be done regularly! I also know mechanics I know as well that once it's done it should stay in alignment! Consider I drive it maybe very little! This is a heavy duty truck! It has no snow plow on it!even my mechanic agrees they never aligned said vehicle!all I'm asking for is the cost of 2 new tires and the cost of alignment! Which cost $120.00 for the alignment! I also have an service contract that I bought for the truck which expires at ********* miles which they will not honor! This buisness is nothing but a scam to s**** the people with bad or low credit!

  

  Business response

  03/11/2024

  After reviewing your complaint, I see that you purchased the vehicle before it was completely thru the system. From looking at the repair order I see ball joints and tie rods were replaced and there was a scheduled appointment for an alignment. However, I do not see a completed appointment for that alignment and agree it looks like it was missed in the confusion of doing paperwork before it was complete. We would be happy to reimburse you for the alignment and get 2 tires at our cost to resolve your complaint. Please reach out to ********************* at ************. 

  Customer response

  03/13/2024

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

• Initial Complaint

  12/21/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/12/23 I bought 2018 ****** Pathfiner. I didnt know any price of the vehicle until we sat down and talk. I was shown a price of paper and had the price of the vehicle and my tradin value also my monthly payments which I thought was going be low. Than how much I had to put down, and when I saw I was ready to walk out. Cause I had nothing to put down. Than the salesperson went back and told mangers. They asked me .07 cent and **** as a down payment. But I knew didnt have **** unless transferred money. When that was all said done got called back into finance office to sign paperwork. The real money came out and didnt know that the warranty was added or gap contract cause I never told or shown these options also never asked if I wanted these. Than I didnt know much about their payment program and wasnt able to opt out of it if wanted too. On top of this two days. Later at home had to take into the local dealer and get inspected and found out recall and $1,288 worth of fixes. This was disclose to me either, and all I was told that the cars go through a certified inspection.

  

  Business response

  12/26/2023

  This is our response to ***************** claims about her transaction details and some possible confusion she experienced with them. We have reviewed the documents, and all items and pricing were explained properly, honestly, and transparently. It is a customary practice to do so at Grote Automotive.  The service contract was offered, up front, in our presentation and explained in full detail in the finance office later as well. We do this prior to final documents being signed. We do not force anyone to purchase a service contract.  There are documents signed on all deals displaying coverage accepted and coverage declined. As for her repair concerns, we did perform a full-service inspection and reconditioning work on the vehicle well before *************** drove or purchased it. We are sorry to learn that *************** had to perform a repair after she purchased. Based on an email that she sent to us, the inspection vs work performed do not line up. *************** claims that she had to repair the wheel bearing, but wheel bearings are listed green symbolizing they were ok. The items noted were the shock absorbers, cabin micro filter, and a belt. We disagree with the findings of the shock absorbers being bad because we did a full inspection of the suspension system and replaced cv axles, cv axle brackets, battery, transfer case and the shock absorbers were listed as ok. We did $2674.08 in reconditioning prior to the sale.  Of the items on the list, an in-cabin filter is not a required safety item and would not affect the vehicle's performance in any way. Other than the belt all other items, i.e wheel bearings and shock absorbers, are covered items on ******************* contract. We have all the signed documents that show/explain the transaction and we are happy to review it with ***************. Thank you, *******, GSM Grote Automotive. 

  Customer response

  12/27/2023

   
  Complaint: 21039888
  
  I am rejecting this response because:

  I can say no I wasnt told about any price of the pathfinder and it wasnt displayed on the car. As a customer I shouldnt have to ask the price of the car before test driving. I have a video of ****** tech who worked on the car literally moving the tire and you can hear the hub/bearing moving and see it. Grote is lying about being explained about the service contract. I bought cars before and both times the dealerships have handed me pamphlet and showed me what is covered also whats not. I wasnt shown or even explained. They are lying that their cars go through a certified inspection. Cause I found there was a recall on the ******** the cabin filter needs be replaced cause I was told its original to the car and is a safety issue cause thats what helps with your heat and air conditioning plus it nevered been changed.  It also needs a wheel alignment, and the steering wheel is slightly to the right and the car pulls more to the right than it should. Plus I have all the documents of what ****** fix for me. The belt was dried and stretched out thats what the ****** tech said in the video. 
  
  Sincerely,
  
  ***************************

  

  Business response

  01/02/2024

   

   

  Hello,

   

  I have all of the supporting documents to show what we did to the vehicle and all of the details of the transaction. You are welcome to come in and review these documents with us at any time. We do not fabricate documents. Everything is in sequential order with Repair Order numbers on them. Our final sale papers are all date-stamped and signed as well. Let us know if you wish to come in to review. 

  Customer response

  01/03/2024

   
  Complaint: 21039888
  
  I am rejecting this response because:
  Im rejecting to this response because: I refuse to go and look over any paperwork.  Cause I know they are still lieing, and I have looked at all their reviews on line. When people say they have taken their cars to get fixed and they service department calls them and says that your car is ready. Turns out they are still not satisfied cause their car wasnt actually fixed. I know a ****** dealership Tech wouldnt lie just to fix something that doesnt need to be fixed. I have all the receipts to prove that what ****** fixed, and all I want is get money for the fixes back. Than I want them to cancel the 2yr warranty which I was too forced to sign and not able to speak up and say I dont want this. The second thing I want cancel is the gap instead like I told the finance gentleman that my car insurance has this in its policy and I dont need it. Than finance gentleman goes two protection would be good idea and pushed me into sign it. When someone says no than the answer is no to something and I know he didnt want to go back and figure out things to without these items.
  This is what ****** fixed and proof the cost of everything. All I want is the cost back is 2yr warranty, the gap insurance and the cost of the fixes I had to paid. One thing I know that salesman I was working with didnt really know anything about the pathfinder. When I was almost in a pathfinder two months ago the salesman working with knew the ins and outs of that car same year but the pathfinder was SV and but that dealership couldnt make a deal with me. I think ************* should know everything about a car when it comes in that way if the customer comes in asking things about the car. Ex: does the car come with extended warranty? What features does the car have that different for other models. ************* arent  knowledgeable. If you refund me these item's and if you have to send new paperwork than you can send that certified mail. I will sign it and send it back and promise that you will never hear from me again and I will not be coming to buy a car from again. 
  Sincerely,
  
  ***************************

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from Grote automotive.Ive been waiting for the the better part of a year for them to fix my Check engine light, it was on when I took the car off the lot and they agreed to fix it. Then I never heard from them again. I had a drive train warranty for 45 days. During the initial 45 days, well within my warranty I noticed a noise coming from my driver side wheel. I went back to grote and asked them to fix it. Knowing my vehicle was in a crash before they got it and they had to fix the other tie rod before I could take it off the lot. They told me there was nothing wrong with it and theres nothing they could do. My tie rod is now broken and I have to pay to fix it. I tried calling and didnt get an answer so I left a voicemail. They never reached back out to me. Also there was a referral bonus for getting people to buy a car. I referred my brother and never got the check I was promised.

  

  Business response

  09/14/2023

  ************** did purchase a car on 9-13-2022.  At the time of the purchase, Grote agreed to replace the tie rod ends and detail the vehicle's inside.    The tie rod ends were replaced.    After ************** took possession, he notified us that the check engine light had come on which we promptly scheduled a service appt for 9-26-22 at 9:00 am to drop off.  We diagnosed the car replaced a light bulb and informed the customer that the vehicle was ready for pick up.  The customer picked up his vehicle and to my knowledge no additional issues were present until hearing this.  Unfortunately, due to the vehicle being owned by ************** for 2 weeks short of 1 year we are not able to pay for repairs on the vehicle at no cost and we consider all owed or promised items to ************** either verbally or in writing satisfied at this point.   At the time of sale ************* was given a free 3 month ***** mile powertrain warranty and any additional warranty coverage was declined in writing. 

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