Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2024

  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 am reaching out for assistance with a recent vehicle purchase that has not met the promised quality or functionality standards, and I am now facing difficulties with both the dealership and the warranty provider.Background:I purchased a 2012 ***** with ******* miles from [Dealership Name] on [Purchase Date]. While I understand that, due to the vehicles age and mileage, it may not be fully covered under state lemon laws, I believe the dealership has acted unfairly and sold me a car with known issues.Issue Details:After purchasing the car, I attempted to have it inspected, but it failed due to [specify the issues, e.g., emissions, catalytic converter]. I returned the car to the dealership, and they performed repairs to ensure it would pass inspection. However, shortly after, the same issues reappeared, making it impossible for me to use the car as intended.Since then, I have contacted the dealership numerous times to request additional repairs, but they have refused to address the ongoing problems. Additionally, the warranty provided at the time of purchase is also unwilling to cover the repairs, leaving me with a non-functional vehicle and significant expenses.Requested Assistance:I would like to explore my legal options regarding this matter, including any claims related to breach of contract, warranty enforcement, or potential fraud. I am seeking guidance on the next steps, including whether I might be able to pursue a small claims case or if other legal actions may be appropriate.Please let me know if you would be available for a consultation to discuss this case further. I can provide any necessary documentation, including purchase records, inspection reports, and correspondence with the dealership and warranty company.Thank you very much for your time and consideration.

  Business Response

  Date: 11/21/2024

  Hello this is the ** of Auto Globe reaching out about a recent claim from ***************** to clarify and explain what has happened.
  Mr. ***** purchased a 2012 Acura TL with ******* miles on it and vin number ***************** from our dealer on 9/17/24 after he test drove the car and check it thoroughly, then he negotiated a price of $2000 below MMR AND $1000 below asking price.
  At the time of the sale we recommend and offered Mr. ************* add an extended warrantee because the car has more than ******* miles but he refused so as a courtesy from us we gave him a 3 month extended warranty through a third party warranty company valued at $300 (attached is the warranty contract)
  Then he called us on 9/20/24 and said that the car do not pass state inspection due to a check engine light with the codes p0420 and p0430 and that it has a bad front driver side axle he told us this over the phone and did not show us any fail inspection report so we told him to bring it over and we will fix all what he asked for without any charges and he did bring the car and we replaced both catalytic converters and both front axle and remember he only asked for the driver side we did the passenger side also and he picked up the car on 9/24/24 (attached are the invoice) and he passed the state inspection in **
  The next time we heard from him it was 10/31/2024 over a month after the first repair was done he called us and said that the car need a timing belt kit and the warranty company is not paying for it so we were very polite and asked him to bring it over to do some diagnostics and to check what is wrong with it. He then said that he did his own diagnostics and he knows what is wrong with it and he want the timing kit that he purchased installed so we agreed to install the timing kit for him an 8 hours job that cost well over $700 for labor for free even that the car do not qualify for any lemon law warranty due to the miles. So he did bring the car and we did install his timing kit and also replace an oil pressure sensor and couple of seals and gasket need it to complete the job and we charged him only cost of the extra parts after his permission (attached is the invoice) and he picked up the car.
  The next time we heard from him it was on 11/14/24 tow week after the last repair was done he called us and only said that we have two choices either give him his money back or he will call his lawyer, we tried to understand what was going on but he would not explain and that was the end of our encounter and next time we heard from him it was from this email that we are responding to now.
  To finalize this we only treated him with respect and fairness we went above and beyond every time he reached out to help him and we are still willing to help him even if the car don't qualify under the lemon law warranty, we are willing to help him and we only ask form him to be reasonable and we can work together to fix the problem and make him happy as we do to all our costumers please feel free to call us or email for any further assistance. 
  Thank you

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   I have reviewed the response provided by Auto Globe Services and respectfully reject it, as it does not resolve the ongoing issues or adequately address the financial and practical hardships I have experienced.
  Reasons for Rejection:
  Recurring Problems with the Vehicle:
  The same issues present at the time of purchasesuch as warning lights, mechanical defects, and persistent check engine codesremain unresolved despite multiple repair attempts by the dealership.
  Photos of the vehicle taken on 11/21/2024 clearly show error codes that date back to just a few days after the vehicle was purchased, further proving that the problems were neither new nor fully resolved during the dealerships repair attempts.
  Despite four separate repair attempts by the dealership, the same issues persist with the vehicle, including warning lights, mechanical defects, and check engine codes.
  While the dealership performed some repairs, the car is now in worse condition than when I purchased it. I am dealing with additional issues affecting the engine and transmission, as confirmed by an independent mechanic, if I continue to have engine problems the car will fail sooner than later.
  Warranty and Repair Costs:
  The timing belt issue, which is directly related to the engine and should have been covered under the warranty, was not addressed through the warranty provider. Despite the dealership's claims, the warranty company refused to cover this repair, leaving me with significant out-of-pocket expenses.
  The dealership assured me that repairs would via warranty or if anything happened I could come back which was a significant factor in my decision to purchase the vehicle. Based on this assurance, I agreed to purchase certain parts myself. However, I was later charged for additional parts and labor, contrary to their original statements.
  In a recorded phone conversation, I explained to the dealership that mechanics were hesitant to work on the car or file warranty claims due to expected delays and likely denials from the warranty provider. Not sure if this is usable since we are in two different states.
  Delayed Return to the Dealership:
  The dealership incorrectly stated that I delayed bringing the car back. In reality, the vehicle was at another mechanic for weeks, waiting on a decision from the warranty provider. When I realized how much the repairs would cost me out of pocket, I returned to the dealership to seek their assistance. This was less than a month after purchasing the car, and I reasonably expected them to take responsibility for the recurring issues.
  Each visit to the dealership has resulted in lost time and additional costs for me, as Ive had to leave work early to address these issues, only for the problems to remain unresolved.
  Unresolved Issues and Lack of Accountability:
  Despite their claims of providing assistance, the dealership has failed to resolve the vehicles defects. The same warning lights and problems persist, and I am left with a car that is in worse condition than when I purchased it.
  After four attempts to resolve these issues, it has become clear that working with the dealership has not resulted in any meaningful resolution. During our most recent phone conversation, I explained that I can no longer continue working with the dealership and demanded either a full refund or legal representation would be pursued.
  I paid $7,500 for this vehicle, which now has engine problems that disqualify it from protection under the lemon law. Continuing to deal with these issues will only further put me in a financial bind.
  Resolution Sought:
  I respectfully request one of the following resolutions:
  A full refund of the purchase price, including reimbursement for the registration fees and the $400 docking fee, compensation for missing work to deal with the same issues that went unsolved.
  Alternatively, I will take the vehicle to an Acura dealership, and the selling dealership will cover all repair costs associated with the engine, transmission, and basic electrical systems, as they stated the warranty would cover.
  I have acted in good faith throughout this process, but after constant back and forth, additional frustration, and a lack of trust, I am no longer confident in the ability to work out a resolution with the dealership.
  Thank you for your continued assistance in mediating this matter.
  
  FAQ
  
  Regards,

  Kedel C