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:10/02/2023

  Type:Service or Repair 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 car from them in august 2022 with in a month a check engine light came on had a sensor replaced . it kept coming back on . In September 2023 i brought car in for check engine light oil change and inspection. i was told my car had no oil but they had done my last oil change and i was only 300 and something over the mileage to change. they said they filled it with oil and did inspection and i’m all set . i went to get car and check engine light still on i left the car to be fixed . 3 1/2 weeks later i was told all set paid 100 dollar for warranty deductible. drove the car about 60 miles and check engine light back on. They have poor communication and i feel as my car didn’t have enough oil from last change which they did and how did it run out. the check engine light has been on pretty much the whole year i had the car with they servicing it and the problem still exist. i have also contacted my bank for loan and am trying to get it as a lemon.

  Business Response

  Date: 10/03/2023

  Customer took delivery of
  vehicle 8/22/2022
  
  Customer came in for
  first free oil change and check engine light on 12/29/2022. Check engine light
  was a pressure sensor fault which was replaced under dealer policy.
  
  Customer came in for NH
  state inspection 9/11/2023 for Free NH state inspection, and stating lots of
  lights on. Car was very low on oil, and over due by 12,000 miles. Customer was
  informed that the vehicles current lights on were due to the lack of oil,
  customer never provided proof of any other oil changes performed between last
  service visit at 12/29/2022 and 9/11/2003 appointment. Car failed NH state
  inspection for inadequate brakes and broken rearview mirror at time of service
  as well.
  
  Customer came in
  9/29/2023 for check engine light. Technician followed trouble tree diagnostics
  and found faulty injection sensor, as well as a secondary air injection pump
  fault. Customer payed for 100.00 deductible on extended warranty covered part.
  Warranty denied second part warranty due to excessive oil and carbon fouling,
   possibly from excessive oil change interval between 12/29/2022 and
  9/11/2023 . Dealer covered complete repair under policy. Customer was informed
  that if the light comes on again, it would need to go to Volkswagen. Customer
  was also suggested to return every 1000 miles to check oil consumption levels
  covered under internal.
  
  Customer called 10/2/2023
  to report check engine light, customer was directed to ********* ** for a drop
  off appointment. Service writer called ********* ** to set up drop off
  appointment for check engine light.
  
  Thanks!
  Ron

  This is what we have done so far, we have made an appointment for her to get to VW , she did miss doing her oil changes for 12000 miles which is a problem in it self. Highly reccomend she keeps her apointment , 

  Mark C*****

  General manager 

  Key auto center

  Customer Answer

  Date: 10/03/2023

  i have submitted proof of the lies they are telling . the dates are all wrong . 12/22 is right they did sensor and oil change. in April when oil was due they couldn’t get me in when i needed so i went to ******* and paid 92 for oil change. Then Key auto did it in July with my old registration is he mileage they wrote on it and also set me up app for mirror which i didn’t return for that. I then brought in on Sept 5 for oil change and inspection and they called me to pick up monday the 11th i told them i was i out of town and would pick up car when returned . i then went on the 14th or 15th not sure which day to pick up and the check engine light was in we decided i would leave it which led to them having car. for 3 1/2 weeks and then i picked up on the 29th and check engine is on now i have appt with volkswagen on oct 25 

  Customer Answer

  Date: 10/06/2023

  i did take possession of car when purchased in aug 2022. they did work on it in december of 22 i did get oil change and pay 100 dollar for sensor . in april next oil due i went to prompto my receipt is included. my next oil was done at 73 which i sat at their shop for over a hour with my daughter waiting on oil change in july i say . on that day i also set appt for mirror which i didn’t return for that. Then on September 5 my appointment at 3 i brought in for oil change when had no oil at time and did not knowand inspection.  my oil change was due at 78 000 miles and i brought in at 79 so how no oil when they did the last change at 73. also i was inNJ on the 11th so i couldn’t have brought car then. they have all the dates and info wrong when they are the business . they basically let my car sit for 31/2 weeks at there shop and the problem is still there and i paid for it to be fixed . they are not a good business and they are rude as well 

  Business Response

  Date: 10/17/2023

  Again no going to change our initial response, she drove over 12000 miles without an oil change this can cause catastrophic issues.

  We did make an appointment at VW dealer, not sure if she went as advised. She has an optional warranty which she purchased, but they would want to come and see the vehicle.

  The decision to go forward with the repairs are up to their discretion.

  If you bought a new zero mileage vehicle and drove, it without oil changes for 12000  the factory warranty on the engine would become void.

  i believe she should at least go to VW let them diagnose and proceed from there. 

  if she would like we will re arrange another appointment to VW 

  Thank you 

  Mark C*****

   

   

  Customer Answer

  Date: 10/17/2023

  please show me how i went 12,000 miles without an oil change?? December at 63,000 key auto did oil change . April at 68,000 ******* did oil change. July at 73,000 key auto did oil change. September at 79,000 key auto says car has no oil . Please tell me where 12,000 no oil change is ?
  
  Complaint: ********
  
  
  
  I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:06/02/2023

  Type:Service or Repair 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.

  Hello, my name is ******* ********* and purchased a Ford 2017 the engine blew it’s only been six months exactly. I was told I purchased the warranty and now I am told I did not purchase a warranty I very frustrated in the matter of calling and speaking with the GM and all that can be done is paying more money to put in a motor for the Ford edge 2017 that he stated had an issue that the motor was going on the phone. I’m at the least disappointed with the not having for one the warranty and for two the inconvenience of the customer service of saying he wishes he could do more I cannot afford to replace or refinance a vehicle when this one should have been able to last me.
  The reply I got from the CEO was;
  Good Afternoon *******,
  
  
  
  I’m sorry to hear about your situation with the edge. It appears the vehicle was purchased about 7 months ago with 83,000 miles. The vehicle now shows 95,000 miles on it with no other service history in the shop that I can see. With these vehicles the store sells them with a vehicle state inspection only as we do not go through any other items on the vehicle (road test, extended diagnostics, etc…state inspection items are generally safety related only). It appears now a check engine light is showing which wasn’t on at delivery. It’s unfortunate that these things can occur with higher mileage vehicles from time to time. Mark represents our company well and truly cares about the customers (including you). I would highly encourage you to explore options he offers to you as he is doing so under no obligation and with good faith to help you. I’m sorry to hear about your situation and I’m hopeful we can help get you into another vehicle or offset some of the cost of a pre-owned engine.
  
  Thank you,
  
  John L*******

  Business Response

  Date: 06/02/2023

  We have been in contact with ******* ********* since Wed 05/31/23,

  She purchased a 2017 Ford Edge on 11/10/22

  The vehicle had 83368 miles on it, it was purchased with out a warranty , since then she has never reached out or came in contact with us, for anything nor did she tell anyone here she was having an issue. She claims vehicle wasn't running right when she got it claiming low rpms, when asked if she had let anyone here know she back tracked on statement. She stated she had been googling the vehicles symptoms, and she knew what was going on but again no contact with us.  Since delivery she has put on over 12000 miles. And no contact with us.

  We sell cars that are state inspection only, (safety) 

  we have offered to replace engine at cost of engine plus reduced labor rate, also have offered to try to trade out into a different vehicle but she would be responsible for any negative differences.

  Just don't have many options for her. 

• Initial Complaint

  Date:02/21/2023

  Type:Billing 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 2017 Hyundai Santa Fe Sport 2-12-22. A huge selling point was the gap insurance & the great tires on the vehicle. On 2-11-23 a vehicle hit mine & my vehicle has been deemed totaled. Imagine my surprise when I 1st called Wells Fargo only to find that there was NO gap ins. Called the dealership, went to the dealership to get a copy ( per advice from Wells Fargo) and was told that the salesman, financial officer,& general manager I worked with were no longer there. I was explicitly told the sales person had to leave due to "unethical": behavior, it was "time" for him to go they said. Well they have no proof, ( imagine that) that I had gap. The only paperwork I got was the blue form to register it, & the extended warranty . NOTHING ELSE. Having my nephew on the line as the salesperson and I went over the details of the sale is a plus as he heard the entire discussion. The new financial officer said they'd roll it over into another vehicle. Then Saturday he said no he can't. ALL I want is for this dealership to own the mistake and pay what the insurance is not going to cover. Yes there was another huge issue, but finally they resolved that one. This one is about a $4000.00 "issue", I don't want another car EVER from this group. I just want them to fix egrious doings of the previous employees. Pay the difference!!!!!!!

  Business Response

  Date: 03/22/2023

  Thank you for reaching out.

  We have reviewed Miss ******'s concerns and cant find anywhere she opted to buy gap insurance.

  She was offered optional products as she did purchase an extended warranty .

  We constantly offer all clients the option to purchase protections, either gap warranty , tires etc. 

  She mentioned employees were let go due to " unethical "behavior, that is not a true statement. 

  We take great pride in doing the right thing at Key Auto, and i believe our past interactions with BBB reflect that.

  Bottom line Miss ****** did not purchase gap.

  We would try to assist in another purchase but we will not absorb $4000 .

  Thank you for reaching out

  Mark C*****

  General manager

  Key auto used superstores

  *** *** ****   cell *** *** ****

  *******@keyauto.com

   

   

  Customer Answer

  Date: 03/23/2023

  
  
  Complaint: 19436464
  
  
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not indicate to BBB as to why they did not accept the business's response to their complaint.
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:11/30/2022

  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.

  Purchased a vehicle here and was sold an extended warranty which was actually never offered as an option but as a it comes with the car. I was told that this car was in good working condition. The vehicle apparently had a major engine issue, in which it is consuming oil at an alarming rate. Engine needs to be replaced. Now being told this "warrantee" is not going to cover it after being told that it would cover everything. The service center suggested I get rid of it but its a little hard when you just bought it and owe $20,000 on it to just get rid of it.

  Customer Answer

  Date: 11/30/2022

  This vehicle was purchased used with 66k miles, I paid extra for a warranty so yes it’s under warranty and I was told it would be under Kias warranty in which that apparently not the case according to Kia. 

  Business Response

  Date: 11/30/2022

  Thank you for reaching out, we are aware of Mrs ***** concerns and have reached out to the warranty rep today 11/30/22 @ 10:30 am, we will be getting the diagnostics done  on her vehicle as required by warranty company.They told us today specific tests and diagnosis  to use.

  Service has reached out to her today and left her a message to contact us so we can get this started.

  She is a very good customer who does all her maintance with us.

  We will continue to update her and your team on progress we make, as we want to make every effort to resolve her issue.

  Please feel free to reach out 

  Mark C***** General Manager  603 742 7400 MC***** @ keyauto.com   (CELL 978 380 0019)

  Jeremy C*** Service assist Manager  603 742 7400 JC***@KEYAUTO.COM

   

• Initial Complaint

  Date:09/19/2022

  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 bought a 2014 Chevy Silverado from Key Auto in Somersworth and I have a problem with the transmission not shifting when I tow, unless I take my foot off the gas. And when I start it, sometimes it sputters, doesn’t want to start, then turns over. The service department looked at it and said everything is fine, but it’s not. I may not be a mechanic, but I know when something is wrong.

  Business Response

  Date: 09/19/2022

  First and foremost, Saturday was the only time that I spoke with *******.  I was told that she went for a ride with a technician who has the same year make and model truck and the issue could not be duplicated.  This was by both ******* and the technician.  I was also told that the times when this happens is when she is towing a trailer.  My Service Manager asked her to bring it in with the trailer, she has not.  In our conversation on Saturday, September 17th, I had asked her if she could bring her truck in and I would get involved.  Keep in mind, this is the first time I am hearing about any of this.  ******* refuses to come in, claims that she is done with us, has hired a lawyer etc.  She wants me to give her another truck and make all of her negative equity disappear.  I explained that we wouldn't be able to do that.  I also explained that I wanted to get her issues resolved but she refuses to come back here.  At this time I cannot help the customer get her vehicle repaired if there is a problem because she will not allow us to.