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:11/08/2024

  Type:Product 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 purchased a 2008 *** 325i on Oct 24, 2024, I paid $7000 cash with a 3 month limited warranty which would cover engine issues, it did not make it 30 minutes down the road before it broke down. I had it towed to an Automotive repair shop that they diagnosed it with chunks of metal inside the engine, and it would need to be replaced with a new one. I asked the business, if they would exchange the vehicle or provide a refund or offer any compensation for repair. I have tried to request to speak to a manager and they have refused. I believe that this is truly unfair that they are refusing to communicate with me to resolve this issue, I did not have this car a full day before all of this took place.

  

  Business Response

  Date: 11/28/2024

  Good afternoon, I hope this message finds you well.
  
  Thank you for bringing this matter to our attention. We appreciate your diligence in representing ******** **** interests. 
  We understand the importance of addressing customer concerns promptly and ensuring a satisfactory resolution to any issues that may arise.
  To clarify, here are the key points regarding the condition of the vehicle:
  Prior to finalizing the sale, our dealership conducted a comprehensive pre-sale inspection to ensure that the vehicle met our quality standards. This inspection included a thorough assessment of the car's mechanical, electrical, and safety systems. The Safety inspection was provided with 3rd party company and car was passed safety inspection. We provide a third-party limited warranty for the vehicle, which covers the engine, transmission, and drivetrain, with a maximum liability limit of $5,000 and a $100 deductible. The cost of this warranty was covered by us. The customer contacted us, mentioning an issue with the vehicle's engine. When we inquired about the problem, he explained that the car was still running and drivable but made an unusual noise. He took the car to a repair shop, where they recommended replacing the engine. We informed the customer that the vehicle was covered under the third-party warranty and advised him to contact the warranty company to file a claim. After conducting their investigation, the warranty company decided not to authorize the engine replacement.
  It's our standard practice to provide customers with an opportunity to inspect the vehicle and raise any concerns before finalizing the purchase.  ******** **** had the opportunity to thoroughly examine the car and raise any objections or questions at that time. There was no any issues with the car. He test drove the car and he liked it. 
  Once again, we appreciate your cooperation and understanding in resolving this matter amicably. If you require any further information or assistance, please do not hesitate to contact us.
  Attached are the files of the paperwork we completed.
        Thank you for your attention to this matter.

  Customer Answer

  Date: 12/02/2024

  Complaint: 22530069
  
  I have reviewed the business' response and am rejecting it because: This is a copy pasted response they use for legal purposes. I did not claim theres a funny noise or that the car is running and driveable. This is not the case. The car is unable to drive as the rod knock in the engine causes the car to violently shake. Typically in ******** lemon law only refers to new cars. UNLESS there is preexisting issues. The reason the insurance wont pay out on the engine replacement after 4 denials is due to the fact that they say it was a preexisting issue and there was metal in the engine to prove it. I am not a car guy. While I can test drive something, I am not a certified mechanic. When purchasing the car, a fellow employee at this facility *********, stated that before talking the car out on a test drive there was an issue. I asked the employee that sold me the car, and they assured me this vehicle had no preexisting issues. I would like documentation to prove you did in fact examine this car as I will pursue a legal precedent against them as well. As *** stated the official reason for the insurance decline was the issue was preexisting. As the car was available through their site and on their lot for 120+ days there was no way they couldve been unaware of this if it was in fact what the insurance company said. In this instance the insurance company had an inspector go to the shop and confirm this before making their final denial. There is also mention of the company paying for this warranty out of their pocket. This is not in fact the case. Per their listing the car would receive 3 month warranty and 1 month temporary tags. That is including in the price and by no means something provided by goodwill. It was the standard agreement for their facility. This falls under Missouri Lemon Law statue and refusing to refund or replace or fix the issues violates that law. My only wish is to remedy these issues and get this vehicle working as intended when purchased before this escalates to a legal battle. At this point the lawyer fees are going to cost the same price as the engine, I would like to save both parties time and money in that regard as the rejection from the insurance company is verbatim the clause for used car lemon law in ********. I do not appreciate this company downplaying the issues and saying the car is driveable still and downplaying these very real issues with legal jargon to pretend they did everything they could. I have called over a dozen times to speak to a manger and they refuse every time. Id like to arrange a recorded meeting and discuss what youd like to offer moving forward. I would like to note anything I say here is not a threat. I am simply looking to protect my rights as a consumer under Missouri Lemon Law. I do hope this reaches you in good health. 
  
  
  
  Sincerely,
  
  ******** ****

  

  Business Response

  Date: 01/27/2025

  012325JM. The Business has referred this consumer to contact their warranty company for any further assistance or concerns regarding replacing his engine. 

  012425JM: The Business will not be provide any more additional repairs or refunds for this customer as he has a warranty and needs to deal with them directly.

  012425JM: Request for arbitration . ****** stated pass on to her for review. 

  Customer Answer

  Date: 01/27/2025

  012325JM. Spoke with ******** and he is very upset and wants the BBB to have arbitration set up immediate as he has  tried  talking with the Business without any help . They continue to refer him to the warranty company that he purchase the plan with. 

  012425JM: ******** only want the next step to be arbitration before he gets his own lawyer to handle this. Mr. ******** no longer wants to deal with this on the meditation level. I spoke with ******-( Send to her for review). 

  
  

• Initial Complaint

  Date:09/18/2024

  Type:Product 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 purchased a car from here 8/17 and asked if there were any issues with the vehicle and they went over the carfax with me. They told me there was some front end damage and other minor issues. I purchased the vehicle and then find out under the vehicle is completely rusted. The company has told me they are unwilling to fix the vehicle or taking back the vehicle. I paid $6250 and would like a refund.

  

  Business Response

  Date: 11/08/2024

  Good afternoon, I hope this message finds you well.
  
  Thank you for bringing this matter to our attention. We appreciate your diligence in representing ***** ***** M interests. 
  We understand the importance of addressing customer concerns promptly and ensuring a satisfactory resolution to any issues that may arise.
  To clarify, here are the key points regarding the condition of the vehicle:
  Prior to finalizing the sale, our dealership conducted a comprehensive pre-sale inspection to ensure that the vehicle met our quality standards. This inspection included a thorough assessment of the car's mechanical, electrical, and safety systems. The Safety inspection was provided with 3rd party company and car was passed safety inspection. Once the car (year: 2011; Make: *********; Model: Equinox; VIN: *****************) had issues with brakes and muffler, we took it to the repair shop they fixed it. She noticed about it and we provided her with repair receipts. We dont fix the car in our lot usually we take the car to the repair shop. We didnt know about rust. We are buying the cars "as is" we are selling as is if there are any known issues we let know our customers.
  It's our standard practice to provide customers with an opportunity to inspect the vehicle and raise any concerns before finalizing the purchase.  ***** M ***** had the opportunity to thoroughly examine the car and raise any objections or questions at that time. She test drove the car twice.
  Once again, we appreciate your cooperation and understanding in resolving this matter amicably. If you require any further information or assistance, please do not hesitate to contact us.
  
  Attached are the files of the paperwork we completed.
  
  Thank you for your attention to this matter. 

  Best Regards,

  
  Auto Nova
  Phone: 314-405-2850Address: ******************************************** ******************
  E-mail: ********************************************
  Website: *********************************

• Initial Complaint

  Date:09/17/2024

  Type:Product 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 purchased a vehicle from him on August 10th because my *** got totaled out on August 7th a hit and run. I went and bought a car from them - 2008 ****** Tribeca. The title was legit but it didn&#**;t have on it that it was a salvage vehicle. He didn&#**;t tell me this. I got the title a week later, went to the *** and turned it in from the dealer with my bill of sale, my insurance and paid the taxes. They took that title and 9-10 days later I got the title and it said salvage vehicle. After 3-4 hours after I purchased the vehicle, the check engine light came on. I sent the owner a picture of the title to him and he was supposed to call me back. Now when I call him, he won&#**;t answer my calls. I cleaned my bank account out to get this car. This Sunday, 2 spark plugs went out and just had brand new tires put on it. It was bad business. I would like my money back on everything - taxes, car purchase price, insurance, everything.

  

  Business Response

  Date: 12/04/2024

  Complaint ID: ******** *****, ******

  Good afternoon, I hope this message finds you well.
  
  Thank you for bringing this matter to our attention. We appreciate your diligence in representing ****** ***** interests. 
  We understand the importance of addressing customer concerns promptly and ensuring a satisfactory resolution to any issues that may arise.
  To clarify, here are the key points regarding the condition of the vehicle:
  Prior to finalizing the sale, our dealership conducted a comprehensive pre-sale inspection to ensure that the vehicle met our quality standards. This inspection included a thorough assessment of the car's mechanical, electrical, and safety systems. The Safety inspection was provided with 3rd party company and car was passed safety inspection. The car ( Year: 2008; Make: ******; Model: Tribeca; VIN: ***************** ) had REBUILT title and Mr. ***** was noticed about it he checked the title before signing.
  It's our standard practice to provide customers with an opportunity to inspect the vehicle and raise any concerns before finalizing the purchase.  ****** ***** had the opportunity to thoroughly examine the car and raise any objections or questions at that time. There was no any issues with the car. He test drove the car and he liked it. 
  Once again, we appreciate your cooperation and understanding in resolving this matter amicably. If you require any further information or assistance, please do not hesitate to contact us.
  Attached are the files of the paperwork we completed.
        Thank you for your attention to this matter. 
  
  
  Best regards.
  Auto Nova
  ************************
  ************************
  

  
  

• Initial Complaint

  Date:04/13/2024

  Type:Order 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 2012 ***** Traverse from Auto Nova on February 22, 2024 for $4900. I was told the title was at a different dealership but would be provided to me by the end of the week. It has not. I have called the dealership at least 6 times. Each time I am told next week or the end of this week and if you get any tickets or fines we will pay for them. My temporary tag expired March 22, 2024. The car was not listed as being without a title. I was only told this after they had my money orders totaling $4900.

  

  Business Response

  Date: 05/09/2024

  We sold her the car in February 22, 2024, a 2012 ***** Traverse.  When we got the car from the auction we didn't get the title and was informed that the title was on the way.  We told the customer and she was aggravated with us.  We gave her temporary tags.  We received the title on April 16 and we still didn't get the title.  I called the customer and gave her 2 options - give her a refund or take the car back because of the title issue and she could chose a different car with a title and we would make up the difference on April 19 when we called her.  She said let me think about it.  She filed a report with the Missouri Attorney General's office.  She said the car was not running by this time and the car is in the repair shop.  My supervisor said ok we will take back the car.  The option to get another car off our lot is still open to her.  She didn't answer my call but then her husband came to our office and he was here because his wife was at work and will chose a different car.  We showed him another **************, told him the price and he said it would be better if his wife comes to see the car.  So on the Monday after this, she came in with her mother and brought back the 2012 ***** Traverse.  We invited them to come into the office to talk about it but they talked very loud and was rude.  They said they are going to call the police and we told her we have not broken any rules.  The title issue was a system issue, we didn't know when it is going to come.  She needed to chose to take back the full amount of the sale or chose another car.  They didn't want to talk to us.  They took the full refund of the sale $4,900 and left the broken car.  

• Initial Complaint

  Date:11/16/2023

  Type:Sales and Advertising 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.

  Greetings!Please see the attached two files. On 10/31/23, I agreed to purchase the 2014 ****** Outback for $7,500, as advertised via CARFAX. I put down $500 in cash, with the balance ($7,000) to be financed by ********************* ("AFC"). That was my understanding. I also paid Auto Nova $80 in cash at closing, since the "dealer check" was for $6,920 and I had to make up the difference ($7,000 - $6,920 = $80).It was explained to me at Auto Nova's office that the $8,300 shown on the financing request was the amount submitted to AFC due to financing the car, since I wasn't paying in cash (or cashier's check). I have not bought a car in years, so I really wasn't in the position to question them at the time. When I arrived at AFC's office to sign the loan documents, I find out that the financed amount is $7,800, which is $800 more than I expected to finance! In addition, AFC charged me 25% per annum interest rate. So, they would be earning 25% on the $7,800 being financed.While looking up the car on CARFAX, the original price that Auto Nova had listed it was $8,300. So, basically, they are trying to re-coop their original asking price.On 11/14/23, I paid AFC $7,876.82 in order to pay off the entire loan.I feel I was lied to about the financing of this car and seek $880 in restitution.Thank you for your assistance!

  

  Business Response

  Date: 11/30/2023

  We sold the vehicle for $7,500, and the customer initially made a $500 down payment. Subsequently, the customer submitted a finance application to ********************** The check received from the finance company amounted to $6,920, leading the customer to include an additional $80 in cash during the paperwork.
  We acknowledged the total payment of $7,500, and any amount beyond this figure does not pertain to our dealership. The confusion is related to the finance company's paperwork and calculations. There is no of fraud, scam, or ill intent in this matter. It is conceivable that the customer misunderstood the documents he had previously signed, and supporting proof is attached.
  The customer has already forwarded the 'check to dealer will be' document, where the specified amount is $6,920. The finance company has the $880 as a fee.
  Regards

  Customer Answer

  Date: 11/30/2023

  Complaint: 20880562
  
  I am rejecting this response because:

  I talked to ********************* ("AFC") today.  As explained to me by AFC, the $880 "Dealer Discount Fee" is what AFC charged Auto Nova to take the loan off of Auto Nova's hands.  Auto Nova subsequently passed their cost of the $880 fee onto me, which shows up as a "Sales Price" of $8,300.  I NEVER agreed to finance THEIR fee.  Why would I?  I never was explained what this Dealer Discount Fee was all about.  Had I been properly briefed, I would never had agreed to it.

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