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:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Brought two cars from them one I put down ***** on was a Audi 2011 2nd one I put ***** down **** 2008 was told I had a 90 day warranty everything was good got them both on 02/23/23 ************* Was brought back multiple times because the sunroof was not working then on 03/19/23 car broke down not even 30 dayz after buying it I was told car would be fix a month went by after calling and texting numerous of times and no response I got a call saying the car was fix picked car up drove off the lot car was doing the same thing took car right back was told that if they could not fix it we could work something out and that he would call me the next day next day came no call few weeks later I got a text saying I couldnt get my money back and car has been with them since and still I text and call no response So now my Audi has broke down 2 months after having it got the car towed back to lot and was told it was the starter that it will be fix by the next day nothing called text still no response called from a unknown number got a answer saying that my car would b ready buy 3 or 4 pull up at lot no car and still getting the run around this is so unprofessional and it make look bad with their business and they still want you to pay your car payment and insurance on a car you not even able to drive or get any information on and I dont think its right to put all that money down on two cars and have nothing missing dayz out of work because of this and still being respectful to them but I feel like me and my husband got robbed

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  On September 20,2022, I went to GTI Auto Sales and Exchange and bought a 2005 Ford Freestyle. On September 23,2022, I heard a grinding noise under my car every time I turned and realized that the car alignment was out also. I contacted *******(salesman) and let him know about the repairs since he said I have a 30 day warranty, he said they would be able to fix it. He told me that the passenger side tire was also messed up and that they’ll fix that when they did the alignment. I currently live in ********** Nc so I drove the hour to ****** Nc about 2 or 3 times to get this fixed and it still wasn’t fixed. On October 17, 2022 I drove to ****** and drop the car off to him for him to fix it. About 6 hours after I dropped it off I got a call saying it was fixed. On November 7, 2022 I was driving back to ********** after visiting my mother in ****** and my passenger side tire completely blew off to where it was nothing but rim. I am currently 8 months pregnant and was stuck on the highway for about 3 hours in the cold waiting for help. My cousin was able to come out there and put the spare tire on and as I was driving back my brake light came on and my car started driving funny. I took the car to ********* **** **** Care to get it checked and they told me the main problems were the axle and brake hydraulic hose on the passenger side was rubbing against each other causing the grinding noise, my brake sensor light went out due to the tire popping and cause my gear shift not to move, my car needed an alignment and a new tire. I expressed these issues to ******* when I first realized them and for me to see these as problems that I have to now pay for just to drive the car to get to and from work is unsettling. He’s been very unresponsive about the repairs but texted me yesterday about having the wrong insurance and gave me 2 hours to fix it while I was still at work. He mentioned that he could give me until the next day but an hour after I got home I noticed the car was gone.

  Business Response

  Date: 11/21/2022

  The vehicle in question was sold AS-IS but did have a 30-day guarantee in its ENGINE AND TRANSMISSION.  No other components on the vehicle were covered.  As a courtesy to our customers, we do offer free diagnostics and / discounted repairs that we can handle here at our own store.     

  When the customer brought this vehicle to us, it rode and drove fine just like when they bought it.  We were not sure as to what grinding noise they were referring to.  We advised the customer it may have been debris that fell off the vehicle and is no longer grinding, or it may be a periodical issue.  We could not identify the grinding issue, but we did notice the car needed an alignment, as well as a front tire.  We could not replace the tire, as it was an AWD vehicle and needed to be taken to a more technologically advanced shop to do it correctly.  

  We are not sure why the tire blew out, but it was over a month after the purchase and was not a covered component of the vehicle.  

  We were never told anything about an axle OR a brake hose, just a blown out tire.  The car was also never brought to us after the tire blew out, therefore we had no way of knowing what damage that may have caused.  

  Furthermore, this customer and their car both reside in a town roughly 1 hour from where we are located.  It's not something that we can take to our local mechanic due to them being so far away.  We try and make sure our customers are safe and covered, but the distance put a barrier between us this time.  

   

  When the car was initially purchased, it was expressed that the car MUST carry full coverage insurance with 'GTI AUTO EXCHANGE & SERVICE' listed as the lienholder for the entirety of the auto loan.  At the time of repossession, the car DID NOT have full coverage or have us listed as the lienholder.  Our salesman expressed that you may have enough time to deal with it the next day, but you were already in violation over 45 days.  You also expressed the reason for not having full coverage was because you did not have the time or money due to repairs that had to be made on the vehicle.    

   

  We have attached the phone records between the customer and our salesperson, as well as paperwork the customer signed at the time of sale.

   

  Customer Answer

  Date: 11/21/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As seen in the messages, there was NO mention of the 45 days. Also, the contract that I signed says that I have to have liability insurance not full coverage so if we going by paperwork then I have the correct insurance. The warranty only serving Engine and Transmission wasn’t expressed either. The Grinding Issue was the axle and the brake hose rubbing together so if it was diagnosed as it says then that would’ve been identified as a problem from the beginning. The distance wasn’t the problem because I drove back to the shop every time. As far as the tire I have a recording of the last time I spoke with the salesperson and he says out of his mouth that the tire was replaced but it says that the tire couldn’t be replaced. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 11/28/2022

  We would like to know the customers desired outcome.  

  Per your finance contract, it does state that you must carry full coverage insurance along with GTI AUTO EXCHANGE & SERVICE listed as the lienholder.  

  We understand there may have been some miscommunication and we sincerely apologize for the outcome.

  If you would like, please come pick up the vehicle and we can assist you in insuring the vehicle properly again. 

   

  Customer Answer

  Date: 11/28/2022

  
  
  Better Business Bureau: 

  I’m willing to get a replacement vehicle of equal or lesser value, due to that one needing repairs I don’t want that back. My down payment and money spent on this vehicle will need to be rolled over to the new vehicle and the monthly payment to be wiped for 3 months. If this is acceptable then I’ll fix the insurance and can possibly stop by this week. 
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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 put a down payment of $2,800.00 in total for a 2009 jeep cherokee limited. $2,500 on 9-20-22 and $300 on 9-27. I was told I had a 30 day warranty on the car by the seller ******* upon driving the vehicle for three days I noticed some issues that needed to be addressed asap. I text mess. ******* to ask what exactly was covered under the warranty (this was 9-23-22) I didn't get a response until three days later saying if I wanted to drop the car off he could take care of some of the issues depending(depending what he never said). I returned on the 27th of September and spoke with ******* in person about the issues which was, all the brakes needed to be replaced, the two front tires was no good had little to no traction left, the sensor light that reads the tire pressure was not working for the front driver tire which also had a nail in it, the jeep needed a alignment it kept pulling to the left, my brake lights were out in the back as well as my passenger side signal light. We made arrangements for me to drop the car off on the 28th of Sept. The car was there from the 28-30th of Sept, getting repaired. The ONLY thing done to the vehicle was the lights replaced in the back. I had to drop the car off a SECOND time because ALL the others issues was not done. I drop the car off Oct 18 the car was kept overnight again. I got the car back the next evening I was told that the issues was repaired when in fact NOTHING was done to the vehicle. I was told the sensor issue was fixed and I had to drive he car 50 miles for it reset or something when that was not the case. On Nov 4 my car started smoking I pulled over turned the car off to see what the problem was the car had no antifreeze in it even though I just got a oil change and fluid top up on the 24 of oct. I had to have the car towed twice 11-5 to my mechanic who lmk the head gasket was blown. Firestone checked and agreed I am a delivery driver and depend on a working car I have lost 2wks of work because of this.

  Business Response

  Date: 12/06/2022

  "I was told I had a 30 day warranty on the car by the seller *******"

   GTI- (We (GTI) do offer 30 days engine and transmission guarantees/ warranties for MOST of our vehicles.  This Jeep bought on 09/20/2022 did have a 30-DAY ENGINE AND TRANSMISSION WARRANTY.  This warranty expired 10/20/2022)

   

  "if I wanted to drop the car off he could take care of some of the issues depending(depending what he never said)"

  GTI- (We do offer minor care care here at our shop, and as a courtesy to a new and paying customer, we did review some of the issues she said she was having with the jeep, even though they were not covered by warranty.  )

   

  "all the brakes needed to be replaced, the two front tires was no good had little to no traction left, the sensor light that reads the tire pressure was not working for the front driver tire which also had a nail in it, the jeep needed a alignment it kept pulling to the left, my brake lights were out in the back as well as my passenger side signal light."

  GTI-(Upon our initial inspection of the vehicle after the purchase, we determined the brakes did not need replacing, they just needed some greasing, which we did.  We also bled the system and checked DOT brake fluid.  The sensor for the tire pressure was not working.  We reset the computer system on the vehicle and had to wait for the sensor to calibrate. We could not cover the tire as it was not a covered part of any warranty, and did not have the nail in it at the time of sale.  The Rear bulbs were all replaced as a courtesy.  One Brake light was burnt out, which was also the bulb for the signal.  

   

  "I had to have the car towed twice 11-5 to my mechanic who lmk the head gasket was blown. Firestone checked and agreed"

  GTI-(The customer brought the vehicle to us when she was told it had a bad head gasket.  Upon dropping off the vehicle to be fixed, we sealed the head gasket as well as replaced the vehicles thermostat along with the water pump and radiator.  After replacing these parts, the vehicle returned to its normal operating procedures.  No smoking or overheating.  If the customer wishes to get the vehicle back, they will have to add full coverage insurance to the vehicle, as well as pay any overdue payments.  Repair costs may be negotiated with our finance manager if you wish to get the vehicle back.  

  Customer Answer

  Date: 12/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This vehicle was returned not once but twice to have the issue fixed. I made known the issues with the vehicle days after having it, after the first time dropping off the car and GTI having it overnight I again expressed my concerns about the vehicle not driving correctly I dropped it off again on the 18th of October. I was told by ******* that they checked under the hood and the engine, transmission and everything was working properly only to have the head gasket blow 16 days later. (November 4, 2022) I had the issue confirmed with two different mechanics before having the car towed back to the dealership on November 9, 2022, where it still is. I don’t want or need a vehicle with a major problem like a blown head gasket they claimed they sealed the head gasket and now it’s working properly. The head gasket was sealed before I got it and unsealed in less than two months and I’m supposed to accept this vehicle back and pay on it only to have the head gasket go out again. This is unacceptable they can keep that vehicle but I want my down payment refunded. I’m not paying on a vehicle I know has major issues and experienced those issues less than 60 of me having it. This vehicle can and will become inoperable at any given moment. I can’t afford that.
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 12/12/2022

  This vehicle was returned to us twice to have MINOR issues fixed that were not covered under any type of warranty whatsoever.  This customer put nearly 5000 miles on the vehicle during their 2.5 month ownership.  Some of theses issues may stem from so much driving in such a short period of time, but there is no way to tell.  The vehicle in question rides amazing, like it did at the time of sale, during the customers ownership, as well as right now.   After the sale, we did check the vehicle and made sure the car was safe and reliable, as a courtesy to our new customer.  We already did this before the sale, but did it again for the customers peace of mind.  Used cars are unpredictable and you never know what the reality is until something breaks.  The head gasket problem arose well after 30 days of purchase, leaving it up to the customer to bear all financial responsibility.  We HAVE fixed the head gasket issue, but the customer no longer carries insurance on the vehicle, and no longer wants the vehicle. They do have the opportunity to keep the car, but no refund will be issued.