ComplaintsforHi-Lo Auto Sales of Maryland Inc.

• Initial Complaint

  02/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a 2019 Mercedes GLC coupe from this dealer last March 25th 2023. I called EXCESSIVELY DAILY for about 3 months to reach the general manager and sales manger which both NEVER RETURNED MY CALLS. THE DAY AFTER DRIVING OFF THE LOT my check engine light came on. I immediately contacted this dealer to make them aware and I took it to Mercedes for a diagnostic test on 4/7/23 13 days later to find that the Crank Case Value needs replacement and it is a $2600 cost!!!! MY CAR WON’T PASS INSPECTION WITH THAT ISSUE. NOT EVEN SURE HOW YOU REGISTERED IT IN NC WITH THAT ISSUE!!! The BULL CRAP WARRANTY that they claim comes with the vehicle conventionally doesn’t cover this. There was no manufactured warranty provided or made aware to me. Mercedes has confirmed this also!! Almost a year later I still can’t get my car to pass inspection without this fix. After speaking with multiple qualified Mercedes experts I’ve been informed the dealer should have absolutely resolved this matter!!!!! THEY KNEW THEY SOLD ME A CAR I COULD NOT GET PASS INSPECTION AND ITS SICKENING TO PRAY UPON BUYERS IN THIS MANNER!!!! It would have been much appreciated if they were honest and willing to rectify this issue but here I am almost a year later and phone calls were never returned nor any offering to resolve this matter! I ABSOLUTELY WILL BE CONTACTING THE BETTER BUSINESS BUREAU AS YOU ALL SHOULD BE ASHAMED OF YOUR BUSINESS PRACTICES AND LACK OF LEADERSHIP WILLING TO ADDRESS CONCERNS!!! You win long term clients and referrals through GOOD HONEST sales practices not shady get by sales. AVOID AT ALL COSTS!!!

  Business response

  02/07/2024

    Hilo Auto Sales did sell this car and these are the warranty docs, the customer was offered a warranty and declined the warranty that would cover the car for the issues that arose. In addition I see the dealer wanted to sell her a set of tires that were replaced at the inspection on the ****** report just weeks before. According to the ****** the services were done by previous customer at the recommended time the services are there to see on that report. The customer bought a used car and it was in fantastic shape and inspected at delivery, *** Warranty had all the financial responsibility from day one for basic powertrain coverage and the customer chose to not by extended coverage past the basic coverage and signed a declined option. Although the car seems to have a problem in a short time it was the customers responsibility according to the documents it was explained and that is how she bought the car. Respectfully Bo C***** owner of Hilo Auto Sales

  Customer response

  02/08/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  You are not acknowledging lack of a reply when I begin outreach THE VERY NEXT DAY to your  GM and sales manager. I was told by your mechanic the warranty I purchased during the purchase would cover the issue!!! Upon calling there at the dealer with Mike and your entire team to file a claim for you all to repair a copy of the warranty was explained by the company and clearly states the issue wasn’t covered!!!! Not to mention you all said you would get back to me with a solvent and never did!! My temp tag expired in July and I’m unable to register with NC because I can’t pass inspection!!! You all dodged responding to me until I started reviewing. This ****** and inspection you speak of was also requested for me to view numerous times BUT AGAIN YOU CONTINUED TO IGNORE ME. The fact somebody drove off your lot and THE NEXT DAY a check engine light comes on should be concerning to you as well! Not one time did anyone mention a manufactured warranty still in effect. Judging by your other complaints and ****** reviews I’m not the only one who’s experienced these issues. Me going to the Mercedes dealer for a diagnostic was to identify the problem because you all never sent the ****** and inspection. Them recommending a different model of tires has nothing to do with it!! The battery and spark plugs are all normal fixes of a used car however purchasing a car March 25th and the next day it having a issue that can’t pass inspection is crazy!!! Why would I purchase a vehicle needing a $2k+ fix??? Again I’m still awaiting that inspection and ******!!! When asked numerous times how you all passed inspection I was told by your team Maryland doesn’t require a full emission inspection when purchasing a car. Given you all sent me a NC tag and your a dealer you should be aware NC is inclusive of emissions testing.
  Sincerely,
  
  ******** *******

  Business response

  02/13/2024

  The warranty and information is all included in the documents uploaded. Hilo Auto Sales sticks by the documentation and we are nearly a year out with this complaint. We do not adhere to what other states require just Maryland.  Kind Regards Bo 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a used vehicle from the dealership with my co parent for her to use. On 4/13/2023, I purchased a 2017 nissan maxima form the hi lo dealership in Ellicott city. On the day of the purchase, my co parent, ***** ****, noticed white smoke coming from the tailpipes of the car. We asked if this was a concern and the salespeople responded no, and that if there were any issues, to bring the car back and have the service people look at it. The company called tire pros. Needless to say, the car still smoked, and we were forced to bring the car back multiple times. Upon the last time the car was diagnosed, they were finally able to give a reason for the smoke but now say the car is out of warranty and there is nothing they can do. I find this disturbing, as to the multiple times I brought the car to them, that they couldn't diagnose it properly until.it was out of warranty.

  Business response

  01/09/2024

  I have talked to the customer and am at this point have not been given a estimate from a mechanic condemning this car as having an issue. I talked with the customer and explained to the customer that we had a warranty in place to repair the vehicle inside of 6months and 6000 miles and the terms of that warranty are attached here. The customer has let the miles and time expire for a claim to be made on this warranty. I gave them an offer to trade the Car on a newer car and told them that if they had a Nissan dealer give a diagnosis of an issue, I would possibly give them a good will concession but Hilo Auto Sales buys a warranty and/or sells a warranty at every sale from *** ******** **** and all the financial burden from day 1 is on the customer and the warranty that they get with the car. I am available to discuss the matter at any point I gave the customer my cell phone number. Thanks Roland Bo C***************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The owner of dealership was generous enough to send a driver to my house (an hour away) and drive me to their location. But everything after that was completely negative. First: I had to sit around at the dealership and wait TWO HOURS to simply sign the papers (I was already preapproved thru my credit union). Because they drove me there, I couldn't exactly go home or anywhere else until they were actually ready for me. I was stuck there and they were in no rush to service me. Numerous times I reminded them that I was there, but they kept putting me off. RUDE! Second: the vehicle was going thru PA state inspection when we discovered that the parking brake was not working. My licensed shop fixed it and charged me for it. When I let the dealership know, the general manager kept saying I should've driven it back to them - an hour away - instead of getting it fixed locally. Despite documentation from my shop that I clearly received the vehicle with a faulty parking brake, the general manger was not interested in taking responsibility and refused to offer me any type of refund, not even splitting the expense with me. And he was quite obnoxious about it. Aside from picking me up from home - plus the fact that this was the exact vehicle I was looking for - my experience with this dealership is something I wouldn't want anyone to go thru. I do NOT recommend this place at all. I'll NEVER buy a vehicle from them again and I've shared this with numerous family, friends and co-workers.

  Business response

  09/25/2023

   To The Better Business Bureau, Mr. ******* got a Warranty from *** warranty company at the time of sale on or about 06/08/2023 when He purchased the Navigator. This warranty was a limited warranty that he in a prior email said that the warranty repaired  one of his issues. The customer was already at that time past the time and mileage of 30 days and 1000 miles on a Maryland State inspection items. Despite that fact I offered to look at for Him when he called to complain. He would not come down to have my shop look at the issue where I can make repairs by licensed technicians for about 30 dollars per hour. He insisted that I take his mechanics word and pay the 200 dollars for a repair that would take approximately one hour. Aside from a good will gesture to Mr. ******* to try to keep good relations which He rejected. I can not take financial responsibility accept that which is in writing. HiLo Auto Sales performed every thing in writing and tried to go the extra mile for Mr. ******* but He would not bring the Vehicle here for us to help. I am attaching the contract of sale and the *** warranty and His repair ticket which documents the time and miles between sale and complaint. Respectfully Bo C***** President of Hilo Auto Sales

  Customer response

  09/26/2023

  Since the initial BBB response from the dealership - to which i replied - we had a very nice chat over the phone.  We heard each other's side and, in the end, he was kind enough to split the cost with me.  I look forward to receiving his check, after which I will gladly amend my ****** review.  Thanks.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Brief Review of Hi-Lo When I first purchased the vehicle, it had been driven by the agency, so it was warm. When I finally took it home and it sat in my driveway for more than a day, to start it up, the car SMOKED horribly! I called the salesman and reported the problem. He stated "no problem" sent a tow truck to have it picked up and taken back to their repair shop. He called me 4 days later to tell me, there is nothing wrong with YOUR car and to come pick it up! I then went to the Ellicott City Branch to pick up the car. Immediately when I started the car... Again, the same large plume of SMOKE, but this time was witnessed by the Branch Manager (John M*****) Salesman (Ron) and the Repair Shop Supervisor (Donovan). John M***** gave me a paper towel to wipe off my finger that I placed in the tailpipe to show them, it was oil being burned! John said, "I see your point"! I then took the Vehicle to **** **** ***, to do a diagnostic check! I was told by the salesman (Dwight D*** **.), who sold me the vehicle, the Agency would pay for the ******** *** work and diagnostics! They did neither! I was then told by to bring the car back to their shop to have the work done! At this point, I agreed, but under the condition that the work gets verified by ***! Because, after speaking to Donovan, I was told, they neither had the technology or expertise for this type of vehicle! And now, the Salesman (Dwight D*** **. states He no longer has to honor that the car will be taken to *** for authentication, and it is time for Me to be taught how the Laws of the Used Car Industry works! As of this date 12-8- 2022, and a purchase date of 10-27-2022, a total of 43 days, the car has been at my home approximately 10 days! At this point, I believe it is the intent of Hi-Lo Auto Sales and Dwight D*** **. to force a car, that he knows is a Lemon, down my throat whether I like it or NOT! Exact dates and times can be found on the Chronology!

  Business response

  12/21/2022

  We are currently working with the customer, we have a resolution in place. At this time both parties are happy with the plan

  Customer response

  01/13/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am corresponding with *** to determine what future repairs they are obligated to cover in the future. They state that the issue with the vehicle was before purchase. What accountability belongs to Hi/Lo Auto Sales. I now have possession of the car, but need clarification on repairs when needed!
  

  Business response

  01/21/2023

  The customer is in possession of the *** warranty issued as a part of the original deal and a copy is contained within this complaint, we encourage him to cal 800.826.3207 to verify coverage and address his concerns about future coverage
  They will be able to state that the car is covered and go lo has fulfilled its obligations

• Initial Complaint

  09/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On August 27th I purchased a 2018 Chevy Colorado from Desia at Hi low on Urbana Pike. At the time the key fob did not work with vehicle, was told to come back Monday and they'd fix it ASAP. When Monday arrived they could not fix my key and instead gave me an attachment to my key that I would have to use in addition to the original. Leaving me with two separate devices to operate my vehicle. When I asked Craig the GM. He informed me he'd try to make it right. Instead he sent me to his ASM Mike who told me "it's the best he could do and the truck was already at market price" I don't believe it to be good business practice to not disclose a flaw in the vehicle before purchasing. If they were not going to fix this issue, they should've informed me before purchasing a 32k truck.

  Business response

  09/15/2022

  Business Response /* (1000, 5, 2022/09/06) */ I am responding to the BBB complaint from *************** in regards to his key issue. This is Matt the Store Manager where Mr ****** purchased his vehicle. I have done everything that we promised. Mr ****** was promised a remote that would operate the unlock/lock functions of his vehicle which was provided by a vendor at no charge to him. Mr ****** is requesting a key and remote that is all-in-one, I have contacted a Chevrolet dealership and there is no unified key even if purchased brand new. This is not something that was an option on a Chevrolet Colorado. I can provide another separate key at no additional cost. I have called Mr ****** twice and left voicemails on Friday 9/2/22 and Monday 9/5/22 to relay this information with no response. I am requesting this complaint be closed.

• Initial Complaint

  05/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The 2015 Chevy Tahoe that was sold to me is a "LEMON" The business has NOT made the appropriate accommodations to solidify the issue at hand.

  Business response

  06/13/2022

  Business Response /* (1000, 5, 2022/06/03) */ The 2015 Chevrolet Tahoe in question was purchased on 11/30/21. Mrs. ******* is not on the title I believe it's actually her husband. I met with the customer on 5/06/22 to discuss a repair bill from another dealership. Customer had work done at a facility not owned by Hi Lo on 5/4/22 and did not submit repair to their extended warranty that was purchased at time of delivery. I reimbursed customer $286.72 on the total bill of $386.72 under our good will policy. Customer's warranty does have a $100 deductible on covered repairs. Customer stated still having issues and made an appoint at our shop to address those concerns. On 5/26/22 customer's car was repaired and customer was only charged $100 of $703.22 bill not covered by warranty. There was an additional repair covered under warranty completely. I believe Hi Lo has gone above and beyond to issue good will and make sure the customer is happy. I have attached record of all repairs and payment history to this response. Thank you - Craig G**** General Manager Hi Lo Auto Sales.

• Initial Complaint

  08/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a BMW 435 I Xdrive from Hi Lo. I smelled burning oil when I drove the car to Texas directly after purchasing the vehicle. When I took the car the a garage a few weeks after coming home (car was in my garage while I travelled for work) The car has all kinds of problems. I am shocked they let me drive the car from Maryland to Texas in that condition. After having 2 different mechanics look at the car ($200 ea) I found that the car was sold to me this way and that repairs would cost almost $6,600. I brought this issues up to the GM of Hi Lo and he has since started ducking my calls. They let my calls go to voicemail every time I call now...

  Business response

  08/31/2021

  Business Response /* (1000, 7, 2021/08/24) */ The customer purchase this vehicle on 04/08/2021. He then drove the vehicle to his home in Kyle, Tx a 1600 mile trip. No communications were had with this customer until the end of July, 21. 4 months later, and several thousands of miles had been driven. Customer has admitted to this fact. We simply cannot be responsible for vehicle concerns brought up several months later and several thousands of miles driven. Additionally, our vehicle came with a free 6 month/6000 mile warranty, this warranty is honored natiowide, he was provided the contact information to see if the warranty covered any of his concerns. As of this point in time, i dont believe he or his chosen shops have contacted the warranty administrator regarding potentially covered repairs. Consumer Response /* (3000, 9, 2021/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is inaccurate. The shop I took it to reached out to the warranty company and they said they weren't going to cover ANYTHING. I called and eventually talked with Mark the GM at HiLo auto. He said he would reach out to the warranty company and get back to me. He never did and he has continued to duck my calls... I get sent to voicemail when I call THE CAR DEALERSHIP... They are the epidemy of unprofessional. I've looked around the internet for other reviews and I've seen that this has happened to several other people when dealing with HiLo... I do not accept this as a conclusion. The issues the car is dealing where have been around for more than a few months... The car has been sitting in my garage, driven only once or twice a weekend... Every mechanic I have talked to has said these issues were around prior to me buying the car... There is over $6,000 worth of repairs needed... That doesn't happen from just driving a car occasionally on the weekends. Business Response /* (4000, 13, 2021/08/31) */ To Whom it may concern. Hilo Auto Sales sold Mr. ******* a BMW that was sent through Maryland State inspection and it passed. The car has a free 6month 6000 mile warranty that was purchased by Hilo and given to Mr. *******. This is the entirety of our obligation to Mr. *******. These signed forms are the whole contract with Mr. ******* and Hilo preformed its obligation morally and legally.

• Initial Complaint

  07/16/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi Lo Auto Sales of Frederick sold a 2019 Ram Promaster to me in February 2021. The business claimed that the vehicle passed Maryland inspection, though a few weeks later when taken to Virginia inspection it failed for brake light issue that required light and wiring to be replaced for $500. Hi Lo Auto refused to reimburse the full cost of this fix after previously stating that they would. The catalytic converter was also found to be damaged and needed to be replaced. The radiator is cracked and has a leak in it and must be replaced. The company as well as insurance company is refusing to cover any cost. The van has been driven less than 2,000 miles since purchase and evidently was sold with all of these issues existing. The company willingly sold this van with these damages and without disclosing these damages. I would like to be reimbursed for the costs of these repairs or provided a trade in or refund option.

  Business response

  07/27/2021

  Business Response /* (1000, 5, 2021/07/20) */ I have spoken with Mr ******* and we have reached an mutual agreement in regards to the issue.

• Initial Complaint

  05/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a 2018 Acura MDX on 2/27/21 from Hi Lo Auto Sales in Frederick MD (1427 W. Patrick St., Frederick MD phone: 240 439 6910). I live in WV. Hi Lo Auto Sales staff informed me they would file the necessary paperwork with the WV DMV to have the tags and title transferred to me. To date (5/25/2021) this has not occurred and I have been informed by Hi Lo staff today that the original paperwork was lost. I contacted the WV DMV today and have been informed the WV DMV to date has not received any paperwork from Hi Lo Auto Sales. I was informed by Hi Lo Auto sales staff today that an extension of my car's temporary tags will not be allowed in the state of Maryland, as the temp tags had already been extended for one 30-day period. The WV DMV informed me today that I will be ticketed and my car towed if I attempt to drive with an expired tag and registration in WV. Therefore, after 5/28/21, I will not be able to drive my car, with no resolution in sight.

  Business response

  06/01/2021

  Business Response /* (1000, 5, 2021/05/29) */ Hi Lo Auto delivered permanent WV tag and registration to customer on 5/28/21. We have experienced many delays in obtaining tags at the WV DMV in the past months. I do believe we rectified this situation to the customer's satisfaction and met her desired resolution. Thank you. Consumer Response /* (2001, 9, 2021/06/01) */ The issue has been resolved. The dealership delivered the license plate and registration from the WV DMV 5/28/21.

• Initial Complaint

  05/11/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 22nd of this year I purchased a BMW from the Ellicott City dealership. They sent my car to get repaired without my notice and told me the next day I came in to pick up the vehicle. It is now May 10th and I still do not have the vehicle that I purchased from this dealership. Every time I call they tell me something different and it seems like no one really cares on me getting my vehicle. I need this matter resolved because here I am paying insurance for a vehicle that I did not and do not even have yet and it's very irritating every time I call to figure out what day I will have my vehicle and they give me the runaround and tell me different things every time I call. Today I called and they said my vehicle has been ready since last week but they are waiting for whoever to bring it back to the dealership. It just seems so unorganized and it's very irritating that it's almost been a month and I do not even have my vehicle I put $2,000 down on. Someone help me with this situation.

  Business response

  06/01/2021

  Business Response /* (1000, 16, 2021/05/24) */ ********** did not purchase here at Hi Lo Auto Sales of Ellicott City. ********* has however informed me that he did not write the complaint to the BBB. That it was in fact his friend **************** from *******************. We returned all of Mr. ***'s deposit and did not move forward with the purchase. Consumer Response /* (3000, 19, 2021/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I was lied to saying the car was not refurbished and come to find out the car was back on line for sale. I feel I was discriminated against for the sale because a complaint from the BBB came into their office and then was told the car is unsellable and I cod get my refund. Which im highly sure was false information because not even 24 hours after the exact same car with the same Vin number was back on the website. Here I am now out of $380 I paid the first month for insurance on a vehicle that I never even taken off the lot, I was encouraged by a friend to write you all. The friend didn't write any of it Business Response /* (4000, 22, 2021/05/26) */ The vehicle gets inserted back into inventory by automated process and is not for sale. It is in inventory until it is sold this car will be at a shop until it is repaired enough to go to auction. I am sorry that the vehicle will not be retailed but HiLo after much time in the shop is not satisfied that this car is worthy of our 6month 6000 mile warranty. If Mr. *** needs any further clarification on any thing Hilo He is welcome to have the owner of the company do business personally. Roland C***** 301******* This is a tough place where Mr. *** seems to not have confidence in my employee's I will sell Him any car in inventory that a bank will approve or he pays for with other means that passes our warranty certification.

*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. ↩