ComplaintsforFlow Automotive Companies

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I have a Diesel Gate 2014 ********** Jetta TDF that has a 10 Year Extended Warranty. I was charged $202.24 even though this was under warranty. The was on 07/25/2023. I found out 6 months later I was incorrectly charged when I went ****************. I worked with ********************************* from the ********** dealership. He called me in February, and said my check was in the mail. I would like to have your help in getting my money, I still have not received a check.

  

  Business response

  04/15/2024

  We sincerely apologize for our oversight in responding to this refund request. We have prepared the check to be mailed and the customer should expect to receive it within the next 7 - 10 business days.

  Thank you

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased the ***** 2021 CX9 on November 11, 2021. We added Service Contract $2,225.00, GAP $895.00, First Place Finish $599.00, Tire/Wheel Protection $599.00, and SVP Dent $787.00. All of these are required a refund upon cancellation which my husband and I did on January 27, 2024, when we traded in the *** for a smaller vehicle. You will find the information that we did purchase all of the above on the document titled *********** Buyer's Order. if my math is correct that is $5,105.00 we paid in protection. I am Not concerned about the Pre Paid Maintenance Plan $179.00 as I believe that was for oil changes. On January 27, 2024 we traded in the 2021 CX9 for a ***** CX30 at ******* ***** in ****************. See the pink documents for the trade in information. I have called ************************** numerous times to speak with them about the refund for trading in the CX9. To be exact on the dates I looked at my cell phone; January 29 I called twice, January 31 one time, February 1 I called three times as the receptionist told me that *********************** (I think is how his name is spelled) was in a meeting and he would call me back. I never did speak with him that day, left him a voice mail, and the receptionist said she would give him a note that I called. I called again on February 7 left a voice mail and again on February 10 with the receptionist saying she would send ***** an email. Never heard from *****. I was told that ***** is part time, granted that is fine but calling 8 times with no response is not professional which is why I am contacting the You (BBB). Attached are my husband's Military Orders, so it is difficult for us to go to ************, ************** to take care of this in person.If you need further information I have all the ***** CX9 including all the documents that go with the protection plans purchased, and the ***** CX30 documents if you need further proof that we did trade in the CX9 for the CX30.

  

  Business response

  04/08/2024

  Our Business Manager spoke to the customer on or around 2/29/24 or 3/1/24 to address her concerns. The Business Manager was proactive with this claim by advising the customer that she was due to receive a refund. The refund due for the product cancellations was not $5105.00 but was $2516.96, which is the prorated amount based on mileage and time. Check # ***** for $2516.96 has cleared our account on 3/18/24. Nothing more was owed or promised.
  
  
  Thank you
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dealer refused to cover cost replacement of a transmission. Vehicle was sold to me with the dealer knowing the manufacturer had sent notice that my vehicle was in VIN list of vehicles with failing transmissions. I also had purchased a service contract they would not honor and after 30 days has still not been canceled nor the bank notified. They kept me waiting over two months only to hit me this ridiculous bill. They are aware I am disabled and had limited sources of income. This has caused a massive hardship on me as I've had to discontinue medical treatments I can no longer afford. They have gotten over $12000.00 from me in 3 months...exhausting my savings for medical care and treatment.

  

  Business response

  03/29/2024

  The customer's vehicle was brought in to us to check out a transmission slippage concern. We put the customer in a loaner car while we checked it out. We diagnosed the vehicle and determined it needed a transmission. The vehicle did have a CVT transmission. We informed ****** Corporate of our diagnosis and we sent the *** numbers in for engineering (we are required to do this for warranty). The diagnosis came back to us that the *** numbers had changed from the original factory numbers.We spoke to the customer and he informed us that yes he had the car tuned. We made him aware that ****** Corporate said no to any warranty coverage on the vehicle. We also made a follow up phone call to ****** Corporate to ask them for an exception for this customer. This process went on for several weeks and we kept the customer informed about each step of the process. ****** Corporate agreed to send out a field engineer to check out the vehicle and these are his note: This vehicle has been modified with aftermarket components as follows: CVT UNIT HAS CHAIN SLIP ENGINE ***-LF75402T CVN-068B3068 TRANS ***-L9FDD061 CVN-A1DC416C **** TUNER ON DASH, ETHANOL CONTENT SENSOR GAUGE ON DASH, AFTERMARKET CATTED FRONT PIPE AND AFTERMARKET EXHAUST, AFTERMARKET INTERCOOLER WITH CHARGE PIPES, **** BOOST SOLENOID, AFTERMARKET BYPASS VALVE AND AFTERMARKET INTAKE KIT. ****** Corporate stated that the modifications are what created the failure to the transmission and there will be no coverage. We called the customer to let him know ****** Corporate's decision and the customer then authorized us to order a transmission and we replaced it for $7983.23. The customer was informed when his vehicle was ready; he came in to pay for the authorized services and took his vehicle. We deny any of the allegations made by the customer. 
  
  
  Thank you

  Customer response

  03/29/2024

   I am rejecting this response because:
  
  Subaru new that the transmission was bad from the factory. Nothing in the tune exceeded factory perimeters affecting transmission and I have the data that shows rmp to gear position . I asked ****** if they proved these parts caused the failure as I was told the transmission would be torn down to prove so and was not. I believe the parts were an excuse for them to dismiss the problem they were well aware of.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They cancelled my bumper to bumper warranty without my permission or signature. I have been trying to contact someone from ********** and ************* for 2 days now and no one will return my call. When I call I get hung up on or transferred around and I cannot speak with the finance or warranty department

  

  Business response

  04/02/2024

  We spoke to the customer on 3/28/24 to apologize for any inconvenience. We made a mistake by cancelling the service contract and issuing a reimbursement check to the customer, but we have corrected these issues by reinstating the service contract and placing a stop payment on the reimbursement check. The customer is not due a refund for this issue. Please see attached. 
  
  
  Thank you

  Customer response

  04/02/2024

   I am rejecting this response because:
  
  I was told I could cash the check and then was told it was stopped and he was waiting on them to get a new one. I feel like after a year of not being notified that my contract was cancelled without my knowledge and then the whole run around from everyone I have got since I got a check I should get some kind of compensation. This took time out my day and I had to miss some hours of work to continue trying to get ahold of someone. My contract was cancelled without my signature and I was accused of cancellation when I never cancelled anything. Im not able to post a picture of the email but here is the copy and pasted version

   

  Hi ********,
  
  
  We told our accounting mgr to have the service contract reinstated but did not mention stopping payment on the check. I spoke with ***** and she said you can try cashing the check. Our accounting mgr has left the corporate office for the day so we have no way of knowing if she stopped payment or not.  If you can cash the check please let the BBB know that we have resolved your complaint.
  
  Thank you,
  
  
  *************************
  Finance Mgr.
  *****************************
  **********, ** 27409
  
  ***************************
  ************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On February 23, 2024 I went to Flow automotive, ********************* had a 2024 equinox setting out front pointed to it and told me to test drive it for 30 minutes. he asked what I liked best about it. I told him I liked Heated seats, dual climate control heated steering wheel. I just loved the car they prepare paperwork brought it for me to sign. I ask them what were they giving me for my 2017 ***** Trax as trade-in **** told me $700 I said no I will just drive my car back home , he told me it would cost them over $7000 to fix the vehicle because it needed tires wipers cluster fuse. I refused, He says hold on he goes and redo paperwork. They asked me if I had anything to put down on vehicle. I told them no, I signed paperwork I go home three weeks later **** calls ask me what was Vin # on the vehicle I gave him the last four # he asked me to come in. I go in. I ask him what is going on he tells me that he gave me the wrong keys, how could you give me wrong keys it was the only equinox setting out there that you pointed. I test drove that was the vehicle I thought I was Purchasing , he told me I had two choices one I could keep the vehicle that I took home and they would redo paperwork or 2 I could take the other vehicle that had the Vin number on my paperwork and it was brand new with only 8 miles on it. I told him I wanted to keep the vehicle I had, the vehicle I thought I was purchasing, I test drove. I ask him. What did he mean by redoing paperwork? He told me there would be no monies changed. he told me do not make a decision today go home and think on it and come back. He called several times and I told him I wanted to keep the vehicle that I test drove then on Thursday, March 21 he calls and tells me that management is wanting car back. They have the other car theyre waiting on me and I needed to come and sign those papers, or they would call the law and report it stolen, and I would go to jail with a felony if I did not bring the car back by Friday at 5 PM.

  

  Business response

  03/27/2024

  Our Sales Manager spoke to the customer on 3/26/24 to apologize for our mistake made in her vehicle delivery. We resolved the issue successfully and the customer kept her same vehicle and the same payment.
  
  
  Thank you

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am the owner of a 2019 VW Golf Alltrack that I purchased Certified Pre-Owned by ********** in August 2022. On Sept. 6 2024, I was driving the car to pick up my son from day care when it suddenly turned off--the engine stalling first when I was stopped at a light, then while I was driving. I took the vehicle to the dealer the next morning, Thurs 7 Sept, and explained that based on my reading online the night before it was a common problem in the 2019 Jettas and was due to ignition switch failure. The car has been at the dealer since then--coming up on 5 months. We have had a loaner vehicle from the dealer since January, but prior to that, were renting a car for three months. I was working temporarily in CA, we had been planning to ship our vehicle there, but were not able to due to the ongoing problem. The service representative, *******************, assured me, first, that VW would pay for a vehicle upfront rented through Enterprise; when we went to a local ***************** and discovered this was not possible, ****, after speaking on the phone with the Enterprise employee, said we would have to advance the money but would be reimbursed for a rental costing $35/day "when the situation with our car was resolved."It has been two months, we spent almost $4000 on rental fees, and we have seen no money from VW or movement on our car. We have since received official communication from VW that there is a nationwide safety recall for our make and model to replace the ignition switch. We are still waiting for this repair. Furthermore, it seems to me that since we are now in a loaner and have returned the rental car (in late December 2023) there is no reason for VW not to reimburse us for the costs we incurred. We are still paying a monthly fee on our auto loan as well as car insurance, of course, despite our car being unusable. We would like help in recovering the money we were promised for the rental and for getting the job completed (ignition switch replacement).

  

  Business response

  03/05/2024

  We have completed the recall repairs on the vehicle; however, the instrument cluster needed to complete the repairs is still on national backorder. We have explained to the client that the manufacturer will not pay the rental reimbursement until all repairs have been completed.
  
  
  Thank you
  

  Customer response

  03/08/2024

   I am rejecting this response because:

  Flow VW has not communicated to me regarding this issue at all. I was not aware that the recall repair on my vehicle had been completed. I would like the freedom to seek a second opinion from a different VW dealer regarding whether or not the instrument cluster replacement is really necessary. The problem that I experienced with the vehicle was consistent with the description of the ignition switch failure in the recall notice. But I do not trust the dealership to pay me the money I am owed for the rental if I pick up my vehicle. 

  When the problem first arose, I was told that VW would pay UP FRONT for my Enterprise rental. I was not told that I would have to advance thousands of dollars and wait indefinitely--since there is no date for the instrument cluster to come available--for reimbursement. While **** did later tell me that "usually" they can't reimburse rental car fees until the repair is complete, I received contradictory information in January, when I was told by the sales representative at Flow that his manager ********* said a check for the rental car "would be in the mail in a few weeks." It has now been three months. I was told again by ******************* on the phone in February that the check "should be coming." So I do not accept that it is not possible for the manufacturer to pay these fees now. The rental car has been returned and I have advanced VW what amounts to an interest-free loan since late September. It is an unreasonable burden to expect me to continue to bear these expenses for an indefinite period of time. We are a young working couple with a young child in day care. We do not have infinite funds and this is our only car. It is only right for them to reimburse these charges--which they told me I would not have to pay for AT ALL--in a timely fashion. 

   

  
  

  

  Business response

  03/14/2024

  Our General Manager spoke to the customer on 3/14/24 to address her concerns. We apologized for the delay in responding and explained that we are still waiting on parts to complete the repairs on her vehicle. We agreed to mail her a check within the next 7 - 10 business days for the rental reimbursement to resolve the issue. 
  
  
  Thank you

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Purchased new vehicle (GLI Autobahn) from *************** in ****** 2022. Est. cost was $35,000.00 **. - Vehicle was only on the road for less then one year when it was hit by another vehicle in a parking lot causing severe front end damage. - Vehicle has been sitting at collision center for 8 months.- Dealer cannot get parts for this vehicle, nor can share any information regarding when the parts will be available.- Dealer sold a vehicle that is essentially disposable. No help from dealer in any way to rectify the issue or find a solution. - The vehicle sitting untouched for a long period of time is causing significant continued damage to the vehicle.- Flow continues to sell these vehicles to consumers knowing they can't get replacement parts.

  Customer response

  02/21/2024

  Clarification:  Hi, here's additional information/more detail on complaint:  Accident occurred in a parking lot in ****, ** late June, 2023 close to our residence.   The vehicle was towed to Caliber Collision, ***************************************************** and is where the vehicle remains in a back parking area since early July.   Complaint is not towards the body shop, but the dealer *************** who sold a vehicle, and continues to sell the same vehicle, where parts are not available for repair.   The part is a referred to as a 'Front Bumper Cover'.   The vehicle is not legally able to be drove without this part.   There has been no information on back ordered part, or anything sufficient that the part will ever be available.     The car sitting for more then 8 months is extremely bad for the overall performance of this vehicle. 

  I've contacted Flow VW in ******, requested and left a message for the general manager, never received a call back (November, 2023).  I called an estimated month later, left a message again asking for call back from the same individual and never received a call back.  I called 2-3 weeks later, was sent to the Service Manager, who told me I have to put pressure on ********** ***.   Every call I've made to ********** *** references going back to dealer, and asking for a resolution, as they ********** *** can't help.

  I'm granting significant time for call backs, status on part, or any way to have this resolved.  Every call, every person I speak with states they can't help.   

  Issue is dealer continues with selling vehicles in which parts are not available.   I've invested $35,000.00 for this car, also continuing on paying insurance (required even though vehicle is not drivable), paying registration fees (required).  There's no one who will help or address the issue that this vehicle will ever be repaired.   I'm asking for Flow to come up with a solution.  The vehicle is continuing goes through degradation to the point it will be rendered undrivable. Flow VW needs to take ownership of the issue of a vehicle they sold that can't be repaired.   There was no conversation prior to the sell this vehicle was disposable once an accident occurred.   

  Thank you, 

  *********************** ************   **********************

   

   

   

  

  Business response

  02/26/2024

  Our General Manager spoke to the customer on 2/22/24 and explained to him that we are unable to produce the bumper here at *************************. As an act of good faith, we submitted the concern to the manufacturer for more insight and suggestions to offer the customer. It is important to understand that parts delays and supply chain issues are beyond our control at the dealership level. We suggested to the customer to share this feedback with his insurance company and the collision center to determine the best solution. 
  
  
  Thank you

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Asked for a quote from the dealer, the dealer says a better offer can be given when the credit check is done. I asked is this a soft pull or hard pull, the dealer told me it is soft pull. However, days later, 3 inquries appears on 3 credit reports, amounts to total 9. This is devastating for a credit score. Attached unauthorized reports in Equifax Transunion Experian. Note that in each picture only one is flow honda, but the other two were also initiated by them and have to be removed.

  

  Business response

  02/22/2024

  Our Business Manager spoke to the customer on 2/16/24 to explain the process for checking his credit and provided us with a signed credit application. Please see attached. We cannot remove these inquiries; however, we can prove that the inquiries did not harm his credit. This information is directly from Equifax, not Flow.
  
  Exceptions to the impact on your credit score  - *************************************************************
  If youre shopping for a new auto or mortgage loan or a new utility provider, the multiple inquiries are generally counted as one inquiry for a given period of time. The period of time may vary depending on the credit scoring model used, but it's typically from 14 to 45 days. This allows you to check different lenders and find out the best loan terms for ************ auto or mortgage loan or utility inquiries will show on your credit report; however, only one of the inquiries within a specified window of time will impact your credit score. This exception generally does not apply to other types of loans, such as credit cards. All inquiries will likely affect  your credit score for those types of loans.
  
  We are happy to move forward with the loan process if the customer would like for us.
  
  
  Thank you

  Customer response

  02/22/2024

   I am rejecting this response because:
  
  As in the uploaded form, soft pull is noted in the comment box, indicating that the dealer has provided information that this should be a soft inquiry rather than hard inquiries which resulting 9 lines in the credit reports combined. For which a soft pull will result in nome.
  

  In your reply, a hard pull has no impact on the credit score is not true, which is common sense. And there are multiple of them to make things worse. 

  I am concerned that your company has been making false or misleading statements about the credit check process and the effect of multiple hard pulls. These statements are untrue, and we demand that you take immediate action to address this matter by working with the credit reporting agency to remove these queries and rectify the situation. Failure to do so will leave me with no choice but to seek legal remedies to protect my rights.

  

  Business response

  02/23/2024

  The defining factor is that a soft inquiry occurs when someone is only seeking credit information about you (but not looking into making you a loan) while a hard inquiry happens when a lender is deciding whether to make you a loan or not. We explained all of this to the customer although he chose to handwrite "soft pull" on the credit application. We would never try to take advantage of a customer. Please see attached. We have a signed credit application and we cannot remove the inquiries. We understand that the customer may disagree and we welcome him to discuss this matter in detail with the General Manager, if he chooses to.

  Customer response

  02/23/2024

   I am rejecting this response because:
  It is not explained to me that the pull is hard. Neither does the nature of the credit check is explained to me. I confirmed three times with the agent that the pull is soft. So there is a soft pull comment in the comments section indicating that I was confused and trying to make sure it is soft so it does not impair my credit. 
  

  No evidence has been provided to support the claim that I am well informed as stated by you.  

  Please rectify this by contacting the reporting agency and request removal of the inquiry. Otherwise I will file FTC fraud report and pursue legal action given the evidence. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a truck for $53k on Dec. 23, 2023. It was agreed upon that the vehicle would be cleaned and that the sap marks would be removed along with other blemishes on the next weather permitting day. I have brought the truck to the auto center 3 times to resolve this matter and each time, the vehicle was returned soiled and I'm worse condition than the way it was dropped off. The last time they peeled the finish off the grill and left some sort of white compound all over the black truck (for the 2nd time). I actually cleaned the truck before bringing it the last time. The outside as well as the inside is soiled along with the grill damages. No one will speak with me in attempts to resolve the matter besides the original salesman, who has no authority to resolve anything. His superiors send messages through him to me but WILL NOT speak to me face to face. I'm currently sitting here at this moment losing out on work and money in attempts to resolve. I am repeatedly told to come back another day and I'm at my **** end with them. The salesman is ****** patient and kind, however; has no decision making authority. He is also aware of the repeated declination of the vehicles appears after it is serviced but I believe he has to remain neutral. Can someone please help me with this? It has been going on for over a month now. They also sold me some sort of warranty for the vehicles finish inside and outside and after I was told file a claim with the outside vendor; and the vendor told me I was just to take the vehicle to the dealership and the dealership was responsible for filing the claim. The dealership had no idea how to file the claim, stating that this was the first time they had a customer to use this service. This is all weird and strange to me and still no resolve or clear answers.

  

  Business response

  02/13/2024

  Our General Manager spoke to the customer on 2/9/24 to listen to his concerns and apologized for the way things were handled. We are working to resolve the vehicle's concerns at our body shop and we have scheduled an appointment for 2/13/24 at 2:00 pm for the necessary corrections. The customer is happy with this arrangement and has been placed in a loaner vehicle until this matter is resolved.  
  
  
  Thank you

• Initial Complaint

  01/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September 2023, I purchased a 2008 Hyundai Santa Fe. I was sold an extended warranty by Randy ******* with the understanding that if I canceled within 90 days my payment would be refunded in full. In his words it was like a “90 days same as cash “ agreement. He even said he would put an alert in his phone to call me before the 90 days expired. After being charged an additional $116.33 on top of the $116.33 deposit, I called Randy and he agreed to cancel the policy. After not receiving my refund he promised, I’ve made several calls and left several messages with no response. All I’m asking is that he honor his word and refund my $232.66.

  

  Business response

  01/11/2024

  We spoke to the customer on 1/11/24 to apologize for the delay in responding to his concerns. We agreed to mail his check to him via overnight delivery to resolve this issue.
  
  
  Thank you

  Customer response

  01/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

*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. ↩