ComplaintsforSonia's Auto Sales

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 20,000 dollar work truck that has been nothing but problems. Their customer service is trash. They had my work truck for 3 weeks and I have the same issues. I want what I paid for a good working running truck

  Business response

  03/08/2024

  The customer had installed an aftermarket plow to the truck after purchasing the truck from **. In most cases we do not warranty vehicles after plow/ heavy modifications have been done to the vehicles but in this case we agreed to fix the issue the truck had. They were sensors. Our mechanic had ordered the parts and the parts came in a few days after. The customer then stated they did not have time to wait for us to install the parts because it was going to snow and they wanted to use the truck for plowing. He said he would bring the truck back and has still not brought the truck back to have parts installed. Thank you

  -Tony

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car from them for $10,000, when I went to pick up the car i found out that they sold the car to someone else. They knew I needed a car urgently; I gave a deposit and signed a contract with them. I called them and asked them if the car was ready, they said yes come get it, knowing that the car was already gone. When I got there to pick up the car, they were trying to sell me another car.

  Customer response

  01/18/2024

  BBB spoke with the consumer and clarified with her that she had purchased the vehicle and when she showed up to pick up the vehicle they told her there was an issue with the title so they sold it at auction.  As a result, she had to rent a vehicle and she would like to be reimbursed for her rental fees.

  Business response

  01/19/2024

  To whom it may concern,

  ********************* had come to our store and left a check for 1000 deposit on a 2015 ***** ******. She was informed that the vehicle needed service and would take a week or so to be ready. She agreed to those terms. A few days after while the vehicle was being serviced our mechanics found major issues with the car and we had then informed ********************* that we would have to switch her to a different car or give her the deposit back. She agreed to come to the store to look at another option. (We also never deposited her check so we actually have no money from her) upon arriving at the dealership she said she did not want to look at other cars and she left. Its an unfortunate situation however we did not want to sell her a defective vehicle, and we also did not take any money from her. Thank you

• Initial Complaint

  12/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  En marzo 13, 2023 compre un ******** 2014 QX60, al cabo de los 2 meses le saque un diagnstico on ******** dealer in ***********,the car has transmission issues,les cai atras por 2 meses mas(el carro aun tenia garantia,me lo devolvieron on december 19th,since august 5th, 2 days driving the car,and the car doesnt even start,all the lights on dash are on,y me devolvieron el carro con una llave hecha,ni siquiera remote starter (como la original que trajo el carro cuando lo compre) he ido alla,he llamado,y siempre una desinformacin horrible,nadie sabe *********,cuando les fui a reclamar de la llave del carro en mi propia **** me dijeron :pero el carro anda? Hohh thats the keys that you bring to us when u left the vehicle here! Still today no information about ****** and no one knows nothing,I call and call and no response or they know nothing about the car,originally I bought that car with no brakes or tires,(both on bad condition) i said nothing,them the transmission,I start talking because the car still have warranty,the service is awful,they dont care not even offer u a rental or nothing,its been 3 days without going to work and still no received notice at all,DONT GO THERE please, I dont recommend this place to anyone

  Business response

  02/08/2024

  Hello, 

  We had replaced the transmission for the ******** ***** And a few weeks later she called our service department saying the car was stuck and wouldnt move. We sent a tow truck to pick up the infinity at the address she provided us, upon arrival to pick up the Infiniti the driver noticed all 4 tires were slashed by a knife or sharp object. We then proceeded to inform the customer of this saying, the tires would need to be replaced in order to drive the vehicle. She should contact her insurance in order to have them replace the tires, seems like the vehicle was vandalized 

  Customer response

  02/08/2024

  Firs at all , yes they replace the transmission,Im good with that,no complaints at all,but I didnt call a couple weeks later , I call 2 days later after they give me my car back,the car not even started,and then call me to said about the tires and all that, I do understand all,and they give me a rental, I do really appreciate it that too ,after I spend 5 hours waiting time just for a rental car, between both dealers,Southbridge st and Grafton st, that was back and forth all those 5 hrs, my point is ,and I want to be clear about this: the purchase was made on March 2023, now is February 8th,2024  and I just drive that car for 3 months maximum,in almost a year,and I still make the payment to the bank on time, on time because I never be late or forgot my responsibilities,and the car still on the dealer , hohhh and I forgot this details, the day that I picked up my car(when they finish the transmission)they change the original keys , why this dealer didnt said that? Or that I call 2 days later , not 2 weeks later ,because the car not even started?

  They just said what they want,do what they want,and take advantage from regular customers like me in need of a good car for work 

  Business response

  02/08/2024

  We would need the insurance to come so they can see that the vehicles tires were vandalized. Then if youd like we would like to offer to change you into a different vehicle. If you are open to that. And yes I understand the situation, which is why we have always provided a rental for you. Also the parts for a hybrid ******** are hard to get especially with supply chain issues. Please let me know about insurance so we can at-least get the tires fixed

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car ****** ***) from Sonias Auto Sales on Sep 04, 2023, in the value of $15,998. Lucas (salesperson/manager) only gave me the keys 4 days later, the car was dirty and had no state inspection. They made me wait almost 4 hours telling me they were cleaning the car and I got the key, car was still dirty.After a few days driving the car I noticed the car was shaking, brought to the dealership, they checked and after picking it up, car was still shaking. Called Lucas again, brought the car back for the 2nd time, after checking, they said the what was causing the car to shake was the tires, so they put 2 new front tires. After picking up the car, I noticed the car still shaking and just getting worse, so, I decided to bring it to a ***** dealership to have it checked and came to find out that the car needs a list of work done wich is causing it to shake and total cost will be $3.129,63 and the warranty wont cover it.Now Im trying to reach Lucas, he wont reply my msgs. I either want to have it serviced at ***** and have Sonias Auto Sales pay for it or have them fix it. Im also definetly taking this case to court, thats not how Sonias auto sales should treat their costumers, ignoring and playing us, thinking that we are not going to look for our rights. He is ignoring me so time goes by and the Lemon Law time runs out.

  Business response

  12/13/2023

  Hello,

  We came to an agreement with the customer, we ended up canceling the deal and refunding the customer. This should be all set, thank you. 
  -****

  Customer response

  12/13/2023

   
  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

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 ****** Kicks from *****'s on 11/25/22. I was assured repeatedly that there was clear CarFax and no issues. I traded in car worth $4,500. I returned on Dec 1st for my registration at which time I told them there was an issue with back hatch on left side. I was told they would fix it. Again, I was reassured it had never been in an accident. I had my mechanic do a full "inspection" on 1/9/2023 when I had an oil change done. He found that the brakes were bad, the tires were bad and again the back hatch was damaged. I again made arrangements to bring the car back to *****'s to have these things corrected and was told that these would be fixed. I took the car to both the Grafton St. and the Southbridge St. location and once they determined what needed to be done I was told I would be called when the parts came in. I never received a call and every time I called I was put on "hold" left on the bench to listen to the noise in the back ground for over 30 minutes and forgotten. I even called the Orange, ** location to see if I could get help. Now I have been in a rear-end accident on May 13th. It was discovered that *****'s misrepresented this vehicle. It was in a previous accident and the rear left side of the car has damage from a previous accident that included the frame which was not properly repaired. This damage twisted the frame which is why the hatch on the upper left is damaged. The hammered out right left is considered a "safety issue" according the the certified car repair place that currently hold the car.

  Business response

  07/14/2023

  Hey is the vehicle currently in the body shop for the accident that occurred in may ? If so, I would like to go there to see the issues that need to be fixed and come to an agreement about the old issues so we can fix them. If they have possession of the car, can they come here to our store so I can go over these issues so we can come to an agreement. Thanks

  -****

  Customer response

  07/14/2023

   
  Complaint: 20255457
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  07/17/2023

   
  Complaint: 20255457
  
  I am rejecting this response because:
  

  HI,

  I do not agree with *****'s response.  I have had the vehicle repaired from the May 13th accident.  I have attached pictures from the prior damage, the appraisal report showing what work was done and what work was not done, and the inspection report from my mechanic/car dealer right after I purchased the vehicle.  This car dealer is someone I have known for decades and the only reason I did not purchase this vehicle from him is because it is a hard to find make and model and It is exactly what I was looking for.  The damage would not have been found without taking the bumper off which is not part of a normal vehicle inspection.  I want full parts replacement or full car reimbursement. as stated previously.

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

  Business response

  07/28/2023

  hey,

  I would be more than happy to take a look at the vehicle, and come to a resolution. do you have time to bring it this week or next ? I would like to see the vehicle and see exactly what we need to do for the repairs. Thank you.

  Customer response

  07/28/2023

   
  Complaint: 20255457
  
  I am rejecting this response because: I have no faith that this business will keep their word in making this appointment nor making valid repairs.  They have only made delays in answering this complaint just like they did when I was trying to get them to fix my brakes (I had to get them fixed myself) change my rotten tires, and address the back hatch, which I now know was caused from the prior damage that they covered up.  The existing damage is a safety issue because it is a hammered out frame.  I do not trust their mechanics to fix it since it was their organization that covered it over in the first place.  If they had acted in good faith at the beginning of this complaint and acted quickly and looked at the damage when it was at CarStar body shop, I may have considered this offer, now I do not feel this is a viable solution.  If they have a vehicle that is a worthy trade and can prove there is no accident damage I would consider that or like I said, I want my money back and they will be receiving a vehicle back that has been fully restored to the condition it was in before they sold it to me - actually better - because it has new brakes, and the repairs have been done by a certified autobody repair shop as shown on the appraisal I supplied.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had bought a Honda civic from them back in 2019 for $18,000 plus interest, had been making payments for $360 on it and made a big 7,000$ chunk back in July of 2021, bringing my total balance down to $2,987. So I came back to the dealership to trade it in as it was too small for me and my children, so I find a 2018 Nissan Rogue for $19,000 on December 18 2021, and financed again through their store with a very high payment of $470 a month. Went home happy that night. Two nights later I wake up to go doy Christmas shopping and bring my seven year old son to school to find the car nowhere to be found, so originally I thought it had been stolen, so before I call the police I figured I'd call the dealership. So I get on the phone with them, and they tell me they have the car and that I never got approved. So I go right there the second I have time and obviously ask if I can take my civic back and they tell me that they already sold it. So I got sent home with no car. Now it is the end of July and I have been going in and out of the dealership three times a week no joke. Looking for some type of compensation for my Civic since the trade in value was $1400 and I only owed $3,000. And I feel like I should have been paid at least a couple grand fort troubles and for the difference of what they sold my car for. And I have been ****** around every Monday Wednesday Friday of each week from the end of December until now the end of July still money/no compensation, and when I go they speak all Spanish, and little do they know I put my translator on everytime they start speaking and they say the most vial swears and names about me, it's disgusting. DO NOT GO HERE! Even tried to speak with the owners son and he returned a couple of my calls telling me to go speak with Lucas, who doesn't even treat you like a person and then goes off rambling in Spanish and tells me to leave. Says the owner is the only one who can pay me. And according to Lucas he's been on vaca since January.

  Business response

  08/18/2022

  we settled this matter with the customer. both parties are satisfied. thank you

  Customer response

  08/23/2022

   
  Better Business Bureau:
  I have resolved this issue threw the other location, Sonia Auto Sales on *************************************************** ,I received great help on this situation, and was given compensation on a new vehicle for the vehicle that was taken from me, and received great service from the owner  Daniel & Angel they went about and beyond to make my car sale experience very easy, and felt I was being treated very fair && left with a smile on my face after the bad experience I had before. I highly recommend anyone going to this location on ****************** and asking for either of them. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

  Customer response

  05/02/2023

  
  Complaint: ********
  BBB Spoke directly with the consumer and she advised that when this complaint was closed out as resolved it was because she was promised that the business would be getting her into another vehicle for around the $12,000 price point as that was around the value of the Honda Civic she had traded in and that they would also be giving her a check for $2,600.  She went down to the business, got the $2,600 check and the check bounced.  The business also never got her into another vehicle.  Because the things that were promised that resulted in the resolution of the complaint never came to fruition, she would like to reopen the complaint to get a resolution.

  Business response

  07/28/2023

  BBB spoke with the business and they advised they have already provided a refund of $2,600 to the consumer regarding this issue.  They have provided a copy of the two checks that were written and cashed in September 2022.

• Initial Complaint

  07/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was refunded for a warranty and they gave a no good check to finance company and payment was reversed so lied to me not once but twice once for selling me a warranty that voided from the moment of sale and then refunded the warranty with a bad check that was returned so once admitted the warranty shouldnt have been sold and giving me the check and have it be no good

  Business response

  08/03/2022

  The business has notified BBB that the consumer was provided with a new check and the situation has been resolved.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problem is this the one in charge in ********** ************ sale sold me a car in November 1 /2022 then I didn't get the car until a hole month December 28/2022 then six month later my transmission went I brought the car to *****'s and the guy who sold me the car did something to that car it sounded really baf

  Business response

  09/02/2022

  We had previously spoken to ********************* regarding his 2015 corolla. He stated the vehicle was having transmission issues so we advised him to bring the vehicle to our shop so we could further diagnose the apparent issue. This concern was brought up after about 6 months after his purchase. We had advised ***** that he was outside of the dealership warranty period, however it may be covered under his extended warranty. In order to figure out the warranty coverage we need the vehicle to be here or he can bring the vehicle to any Toyota dealership/ authorized repair shop. We have not heard from him since. thank you

  Customer response

  09/03/2022

   
  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

  10/29/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a suv, from them back in 2020, they finance me still there finance company, and haven't reported any of my payment to my Credit or my husband and it's been a year . We went to them twice about and they said they would fix it and now it don't even show on my credit it's like the car doesn't even exist

  Business response

  02/18/2022

  Business Response /* (1000, 15, 2021/12/18) */ Contact Name and Title: Tony General Manager Contact Phone: XXXXXXXXXX Contact Email: ****@soniasautogroup.com Hello, I was looking through our records and we have no customer by the name of ******** *****. Furthermore we do not finance cars here at Sonia's auto sales, we are only a dealership. It appears this would have to do with the finance company not us. If you could provide me with more info I would be happy to help. thanks. Consumer Response /* (3000, 17, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) the did sell me a car it a 2012 Toyota highlander and we picked it up on dec 25 of 2020. and they did finance us and i have proof All Auto Finance 160 Southbridge St. Worcester MA XXXXX they need to look under the name ******** ******* because clearly they did not up my info when i was just in there Business Response /* (1000, 33, 2022/02/04) */ the software company all auto financail use no longer supports reporting to the credit credit bureau. they are in the process in changing the software company.

• Initial Complaint

  10/06/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a 2012 Mitsubishi Lancer Evolution from this business back in August 2020. They sold this car to me without an inspection and when I had an inspection done if failed. I called to notify the dealer regarding this issue and they said they would get back to me and did not respond. I contacted them multiple times via phone and text, which they did not respond to. This went on for a few months, I took the car to Prime Speed Tuning in Rowley, MA and was told it needed a tune. At this point I did not trust the dealership at all. I wanted Prime Speed Tuning to do the work and have Sonia's pay the cost, they refused as they wanted someone else to perform the work. I did not have the funds to have the work completed and again, no trust in the dealership. The car has not been driven in 6 months, at this time I am now being told the engine may need a complete replacement. When I contacted Sonia's, previously and today and they just hang up on me and will not discuss the matter.

  Business response

  02/02/2022

  Business Response /* (1000, 19, 2021/12/18) */ Contact Name and Title: Tony General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ****@soniasautogroup.com Hello, Mr ********* purchased the vehicle back on 08/18/2020. I recall speaking to him a few months ago regarding this issue. He was obviously out of the 3 month warranty period, however I told him I would try to help him because he is a customer of ours. He informed me the vehicle was at a friends mechanic shop and that the vehicle most likely needed a new motor. I then asked him to provide me documentation showing the diagnosis of the vehicle, he did not send me any. A few days later we spoke on the phone, I then asked him to send me the vehicle here to our dealership so we could go through it and help him with pricing. We both agreed that would be fair. We just received the vehicle here at our garage a week or so ago, however there was no key provided with the car. I would like to help resolve this situation, but I need the key in order to move the car. Consumer Response /* (3000, 21, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your warranty doesn't matter when mass law says you can sell a car that cannot pass inspection there for there is no pricing you are liable for the fix cause my car never passed inspection after I bought it it's got its original sticker on the car from after I bought itand I went back multiple times called multiple times never got any where your mechanic told me to keep my key until we got in touch and my calls were never answered after I dropped the car off the owner has my number but can't reach out I've been doing my part I'm not paying anything for the fix this should've been resolved over a year ago Business Response /* (1000, 33, 2022/01/25) */ program. She informed me that Mr ********* would bring us the key so we could diagnose the vehicle. As of today I have still not received the key to the vehicle. We are unable to do anything without the key to the car.

*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. ↩