ComplaintsforBrunswick Auto Mart, Inc.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an OEM hitch for my Mazda CX-50 from Bam Wholesale Parts, which is owned by Brunswick Auto Mart. The first package arrived completely beat up. Large holes in the box where the hitch itself was sticking out, and paint had been scratched/chipped off in several places. Seeing this I immediately reached out to Bam Wholesale Parts and let them know that I didn’t feel comfortable installing this as I have no idea if the hitch is still in good enough condition to tow. They promptly shipped me a replacement, and this replacement also arrived in a beat-up box where the hitch had been freely moving around inside, getting banged up. Paint chips and scratches on this one as well. At this point I have no confidence in their ability to get me a product that’s actually undamaged, so I’ve decided to hold on to the item, repaint it to ensure that it won’t rust and then install it. I still sent them another email with detailed pictures and a detailed description of the problem, to which I got a response saying that they’ve sold over 100 of these hitches so far this year, and this CS rep couldn’t remember a single instance where the item had arrived damaged. They also said that “somewhere along the way from our warehouse to you, it is being mishandled by the carriers employees”. Is pointing this out supposed to fix the issue? After spending almost $260 I don’t think it’s unreasonable to assume that my item will arrive undamaged. Having to now spend time and money touch-up painting a brand new item doesn’t feel right. Take your money and business elsewhere, to a company that actually deserves it.

  Customer response

  03/26/2024

  The company is now communicating with me via email instead of replying to the BBB complaint. I'm no longer interested in corresponding directly with the company given the unprofessional responses I've dealt with up to this point.

  

  Business response

  03/26/2024

  We are emailing the consumer instructing him to return the product. Once received we will issue a refund.

   

  Customer response

  03/27/2024

   I am rejecting this response because:
  
  I have no way to pack the item back up and return it, as the box was damaged on arrival and I had to fully open it to inspect the items in it.

  The first shipment I received is still boxed up in the same condition it was when it arrived. If you’ve changed your mind and want that returned now, feel free to arrange a pickup by a carrier of your choice.

  Customer response

  03/27/2024

  I’m removing this complaint. After reading through responses to other negative reviews, it seems arguing with unhappy customers is their favorite pastime, and they’d rather do that than make the situation right.

  I have no interest in spending days or weeks going back and forth with a bitter business owner, I’d rather cut my losses and move on. 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Multiple visits to Brunswick Toyota to resolve various issues. Dates below: 8.24 Troubleshoot flat tire with screw after driving on spare. Left car overnight. Successfully plugged tire, balanced, rotated, hub cap & 4 valve stems replaced $793.27. 9.1 Hood paint protection film (PPF) peeling. Advisor *** took pictures and promised update within a week after submitting claim to **********. None provided until I called myself, and provided 9.20 text "I still have no received approval for the cover on your car yet. At this time, it still shows pending." 9.28 Plug in tire failing. Advisor ***** quoted over $500 plus tax for 1 tire & alignment. Not comfortable with just 1 - requested new quote for 4. Asked about PPF, "pending" response. Provided ********** contact info; **** from ********** stated no claim history! Purchased new set of tires from other retailer $1053.67 after paying for new stems, plug, balance, rotation on 8.25. 10.4 Manager **** stated only able to discount alignment to $70.41 after requesting partial refund due to inconvenience. Advised I should go back to other retailer to demand metal valve stems put back on even though my car was never equipped with them! Also stated Toyota approved PPF repair but waiting for ********** claim. 10.6 Denied PPF claim. *** email response only "DENINED." Discovered claim never sent until 9.30 after all "pending" updates. No telephone call/apology/explanation/resolution. Toyota Brand Engagement case created. 10.9 Received call from ***** who would "gather info from *** and **** and get back to me." Still have not heard back. 10.27 Second case created due to lack of Brunswick Toyota follow-up. Advocate ***** got hung up on while trying to reach local Solutions Manager/*****. 11.7 Brand Engagement Specialist *** still unable to reach Brunswick Toyota for resolution steps and still do not know how to fix PPF! I do not want to discontinue Brunswick Toyota relationship, but I may have to after exhausting all other options...

  

  Business response

  11/27/2023

  Consumer purchased a 30k mile service, a wheel which he stated was damaged, an attempt to repair rather than replace a tire, 4 valve stems, and a wheel alignment at a discounted price after he had purchased tires elsewhere. 

  The warranty claim for the front applique on the car was denied. 

  I see no grounds for any type of compensation or reimbursement.

   

  Customer response

  11/28/2023

   I am rejecting this response because:

  Our primary objective for initially submitting the complaint, as detailed in the initial text, was to understand why we have been given the run-around for multiple months in regard to resolving the PPF damage. We are not looking for compensation for any service related to the tire. Those examples were provided as a guide detailing the dates in which we attempted to resolve the PPF concern. We regard Toyota as top-tier for customer service satisfaction, and are extremely disappointed and surprised that no attempt was made by any service agent or manager to contact us personally explaining why the PPF claim was denied, apologizing for the trouble and time that it took to submit the claim, and/or providing the options to fix it. We simply desire to fix the PPF and do not know how to proceed since we have yet to be formally contacted by anyone from Brunswick Toyota outlining the next steps. At the conclusion of the initial statement, we also do not desire to terminate our relationship with Brunswick Toyota, but it appears that our business is not wanted there. We wanted to provide Brunswick Toyota the opportunity to rectify our concerns before we took our business elsewhere.

  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Oct 2nd 2023 ordered running boards from company complaining about. Received email stating parts would be later than promised due to UAW strike at automakers. Around 16th of October 2023 I received running boards but were wrong ones for my truck. Contacted company and they agreed to refund purchase. I had to ship back the product which I did. Company received product on 19 Oct 2023 and informed me it would be 3-5 working days for refund. I contacted company on 26 Oct 2023 and on Friday 27 Oct 2023 at which time they informed me the refund would be refunded on Friday 27 Oct 2023. I still have no refund and company has no number to call and closed till Monday the 40th of Oct 2023. I did what they asked and had to pay over $150 for shipping to return product.

  

  Business response

  10/31/2023

  A credit was issued Friday October 27, 2023.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle from Brunswick Subaru in late June 2023. After owning the car less than 90 days, I experienced a litany of issues with the car of which the business told me they 'could not replicate.' Seeing as that was not an acceptable answer, we elected to cancel our extended warranty which would take effect in month 37 of ownership as with this many issues in the first 1,000 miles, there is no way I wanted to own the vehicle longer than that. I spoke with TWO representatives at the corporate level of ****** ** ******* in regard to cancelling the warranty. The value of this warranty is *********. They acknowledged that I have a loan on the vehicle; I was very transparent. Both representatives stated when I specifically asked, that the refund would be issued in the form of a check paid directly to ME. All I had to do was submit the appropriate paperwork to the dealership I bought the car from. I submitted the paperwork and the finance manager stated that the money would be applied to the note [loan]. This was never disclosed to me during the sales process. I was pressured into buying this service stating that during the car purchase process this would be the only opportunity I had to buy the warranty. So, they will cancel my warranty, and my car payment will remain $100 more per month that had I not bought the service. I gave this dealership a down payment of $10,000 and they won't give me my warranty money back and my payment cannot be lowered without refinancing and adding more stress to my credit.

  

  Business response

  09/19/2023

  Since the extended warranty was financed as part of the vehicle loan, any reimbursement from canceling the extended warranty will be sent to the lienholder.

  It will reduce the balance owed on the loan.

   

  Customer response

  09/19/2023

   I am rejecting this response because:
  
  I paid this dealership $10,000 cash during the car purchase process. This money needs to be refunded directly to me. The monthly payment is not being reduced by making this lump sum payment. Additionally, the attached form states the refund comes to me per SAS policy. I am not required to provide them with lienholder information.

  As I paid a hefty down payment for my vehicle, please work internally with your departments to ensure you are all on the same page as far as your information is concerned. Your customer advocacy team and finance manager were both well aware that this vehicle was financed and not one person disclosed this information when explaining the cancelation process.

   I look forward to receiving my refund directly. 

  Customer response

  09/20/2023

  [BBB transcription via phone call]

   

  Consumer has stated that the matter has been resolved without the help of the business, but through a subdivision of the company in relation to their warranty. 

  

  Business response

  09/20/2023

  Please review the attached cancelation form submitted by the consumer.

  The very 1st section on the form at the top of the page states the reimbursement goes to the lienholder if there is a balance still owed.

  The lienholder applies the refund to lower the balance owed. 

   

• Initial Complaint

  09/08/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  8/23/23 my husband drove our 2015 Toyota Sienna van to this service dept driving from ****** **. trip. We went to ********** to rent a vehicle on 8/23 so **** could work. Service said harness was partially broken & fixed it. 8/28 Service stated the van needed a new engine. We would need new tires & brakes so est cost $9,000. We pd the $995 service bill. On 8/28 evening we went to dealer & spoke with sales ******* who told us we wouldn't have value in fixing the car, it was worthless. We were shocked, thinking we had a trade in value once we fixed it and possibly keeping it for awhile after it was fixed. She brought ******* *******, manager, to talk with us.He stood in front of us and spoke for at least 30 minutes going over how the van served its life, how vans were a premium; their dealer only had 3 in this year so far. He talked forever. We were stunned. No trade in. He repeatedly said do not fix the van. He had us ride a used van. We are senior citizens and this will be our last van, so it must be new. He said he had a new one & we felt such pressure since they only had 3 so far this year but stated we needed to talk about it overnight. 8/29: **** went into dealer and was told the new van was sold. More stress for us.Sales mgr again stated how vans were a premium & he could order a few vehicles weekly and he would order three 2024 vans & would know week of 9/4 if he was getting the vans & we were second on his list. **** put $1,000 on our **** to hold the spot. **** did sign paperwork with 2023 van pricing on it, above MSRP, not 2024 pricing. Over the weekend, we spoke with our daughter who said there were other vans in the area, we were renting a vehicle, too expensive to wait until Oct/beg of November. **** has repeatedly spoke with ******* asking for a refund & has been told he will speak with his boss. Such sales pressure on us, shocked about our van being worthless, knowing we had to have a second vehicle, knowing we are older and believe people implicitly.

  

  Business response

  09/19/2023

  The consumer can contact their credit card vendor and dispute the charge.

   

  Customer response

  09/25/2023

  We took their recommendation and called ******** ******* and filed a dispute. 

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is a certified vehicle..I purchased in June of this year. Imagine my surprise when my 4x4 light came on. So took it in 11 days ago..this vehicle had around 37000 miles when I purchased it..at 39000 miles..they are saying it is the transfer case. My understanding of vehicles..transfer cases usually don’t go til way over 100000 miles. The blower motor already been replaced now transfer case?? Was it really certified? USB ports still don’t work! So now that’s on order also! Vehicle was to be detailed! Yes they did fix the paint but the inside was still dirty when I picked up. Still not detailed! Now waiting on parts…don’t know if I’m doing any more damage to it! Guess I better get an extended warranty because who knows what’s going to go wrong after 48000 miles! On top of this I have to drop off vehicle for a day! Claim no rental but clearly the website says it does offer rental! Heck got one when they did the paint!

  

  Business response

  09/05/2023

  Customer has been in communication with Service Manager. Hopefully will resolve the consumers concerns

  Customer response

  09/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began by calling Brunswick Subaru automart to schedule an appointment to get my car taken care of or looked at. I called for a month straight every other day. Left messages and I never got a return phone call. I then contacted headquarters which told me the incorrect warranty Information on my vehicle got me through to get an appointment set up. And when I showed up for my appointment they rudely told me i was wrong. Even though I showed him email verification of it. He was extremely rude when I got there. They were doing absolutley nothing when i got there but playing b their phonea. Which would of have been a great time to return phone calls to schedule the appointment. Pretty much just to tell me I'm wrong and there's nothing that we're going to do about your car, and you're gonna have to pay us if we look at it. They don't take their job seriously. The individual I spoke with was extremely rude in his manner. And as I was walking away. I heard him talking bad about me. I'm not the only person who has a problem with this dealership. And now I have to figure out how I am going to get my car fixed on my own. I want The warranty I was claimed to have honored and my car repaired under the warranty i was told i had and service managers/ advisors up there to be reprimanded for their attitudes not doing their job the way they should be to work more on thier customer sensitivity and not to talk badly about customer as they're walking away. Very childish behavior

  

  Business response

  08/14/2023

  We have attempted to contact the consumer and schedule a time to look at his concern.

  We have also reviewed the transaction file and verified current coverages.

• Initial Complaint

  04/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Date of Transaction (3/30/2023) Purchase price $34,472.55 / VIN number = ***************** Vehicle is with the dealership for repair and has been since April 6. (This is presented as a "new" vehicle.) Vehicle was sold with a major technology failure. Vehicle presented as "new", but information indicated that it was received (purchased) from another dealership. The technicality of it not having been titled is a loophole. I have been told that this may not have been a known issue, but based on some information I'm not sure that is accurate having received a text message that the car needed to be returned to the dealer for repair on Monday, April 3, following a Saturday, April 1 delivery. I have filed a complaint with ****** ** ******* (Case #**************) The vehicle has 56 miles on it and has been with the dealership longer than I have actually had possession of the vehicle.

  

  Business response

  04/21/2023

  Vehicle is repaired and returned to customer Saturday 04/15/2023. 

  ****** ** ***** ******* will be reaching out to the consumer.

  Customer response

  04/22/2023

   I am rejecting this response because:

  No one from the dealership has bothered to respond to my voice messages which seems inconsistent with other brands that I have purchased from BAM.  Six voice mail messages were left for the sales manager, one voice mail message was left for the service manager and never returned.  If nothing more, communication throughout the process could have been so much better. No acknowledgement about how the car was delivered with a faulty or missing "Data Control Module".  Mixed messages from the service writer about how the car came to be available at the dealership with missing or failed equipment.  The sense that the car was used as a "salvage" unit to use parts from it to repair another vehicle and the vehicle was still presented as "new".  A major part was removed to equip another car for sale.

  There is a violation of consumer trust and consumer confidence with this major purchase.

  Shouldn't the dealership have known prior to delivery that there was an issue with the vehicle?  Is it too much to expect when purchasing a new vehicle, it will be "new" and not require immediate return for service and repairs?

  Saying the car is fixed and has been returned to the customer does not acknowledge the reason for the complaint or provide any redress.

  
  
  

  
  

  

  Business response

  04/24/2023

  We would recommend that any further communication be with ****** ** ***** ******** 

   

  Customer response

  04/26/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I am currently negotiating a resolution with ****** ** *******.  (I still find it amazing that no manager from the dealership felt that a phone call to the customer was an important part of service recovery.)

• Initial Complaint

  03/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Certified Pre-Owned Subaru Outback in January. My buying experience was just fine---my sales person was attentive and we worked well together. My issue is with the QUALITY of the vehicle I received. I test drove the vehicle at night---and was unable to see observe visible touch screen damage in the dark. Upon delivery of the car, my sales person pointed out that the center of the touch screen was not responding as he tried to pair my phone to Bluetooth. He advised me to clean the screen when I got home to see if the problem resolved. It did not. The screen flashed and flickered the entire drive home. The next morning---I observed these condensation bubbles under my touch screen. The dealership assured they would replace this---however I have learned the required parts have been on backorder for MONTHS with no ETA on when they will become available. I understand the dealership's hands are tied due to supply chain issues with parts. However, the issue is that this touch screen was signed off on as part of their CERTIFIED PRE-OWNED PROTOCOL. I literally have documentation showing that someone signed off that the touch screen was in working order. It's not. At all. This is a safety concern while driving because I cannot use the navigation system and must look at my mobile device to see maps. The flashing and flickering of the screen is incredibly distracting and distorting the driver's peripheral vision. I have now had this car for 2 months with no end in site for the repair. How could Brunswick Auto Mart be ok with Certifying a vehicle in this condition? I purchased a Certified Pre-Owned because I wanted the quality associated with it!! At this point, I want a resolution. Unacceptable.

  

  Business response

  03/24/2023

  Customer is fully aware that a radio unit is on order for her vehicle.

  The consumer speaks with our parts department associates once a week.

  Subaru of ***** ******* is involved with obtaining the replacement radio.

  The Radio supplier is also aware of our need for the component. As of now it is still on backorder per the manufacturer.

  We will continue to monitor the status and communicate accordingly. Tell us why here...

  Customer response

  03/27/2023

   I am rejecting this response because:
  
  This response does not provide an resolution to my concerns.  This response only points out the steps I have taken to find a resolution on my own.  Yes, I call the parts department once weekly for a status update.  Yes, Subaru of ***** ******* was involved however they have been unable to offer an alternative solution.  As I stated before, I understand the dealership's hands are tied as far as the part being on back order.  I recognize there is nothing the business can do to make these parts available.  I am looking for an alternative solution to this problem.  I purchased a vehicle with the expectation that it would meet the standard of Certified Pre-Owned.  Mine does not and never should have been sold to me in this condition.  Again, this is an issue of safety for me and I would like to see another option provided from this dealership other than "wait for the parts."  

  

  Business response

  03/29/2023

  Customer purchased another vehicle. Traded in the vehicle with the radio concern.

  Customer response

  03/29/2023

   Better Business Bureau:

  This is accurate.  I did purchase another vehicle from this dealership.   I would like to elaborate more that the business traded out the damaged car at the same amount I owed on it.  Essentially they did this transaction as a "wash" to offset the financial blow I would have undertaken purchasing another car so early after the initial purchase.  I was offered two newer certified vehicles with less mileage as well.  I also was offered prime interest rates for my financing (the Subaru Certified Rate) which was not offered to me at the time of my first purchase.  The second time around this experience was wonderful and I was treated very well.  The resolution they offered was outstanding.  I am happy with the outcome! 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased 24 oil changes with my new vehicle on 2.11.2017. On 3.11.2023 I went into Brunswick Auto Mart to use Oil Change number 9 that had been pre-paid, to be told that all remaining PRE-PAID OIL CHANGES have expired. Told I wasn't entitled to a refund of the unused portion of the money that was paid and financed! This is theft of products that I have paid for by the seller! I want either the remaining amount of Oil Changes I have already paid for or a refund! I'm handicapped and already live on Disability from Social Security and can't afford to be ripped of and robbed by a car lot like this! Especially, where I'm having to pay interest on money now being stolen from me!!!!! Much less hundreds of dollars, felony amounts of money!! I have tried calling the car lot directly and have left messages with the finance manager to not have my calls returned, when we know he was in the office, per the operator who answered the phone and keep getting the run around... Comes down to it, I have no job and can sit with a picket sign in front of their drive warning others, if that what it takes to get the needed attention to resolve my theft issue! I have copies of all my carbon copies of all the original paperwork, NOWHERE is there an expiration date listed for anything!!!! *having issue uploading carbon copy of purchase agreement as it is over 24" in length and document feeder is having issue, but do have in hand and can upload later if need be!

  

  Business response

  03/15/2023

  The ******'s purchased a maintenance plan for 60 months / 60,000 miles. It expired 02/11/2022.   

  They signed an acknowledgement form stating so. I have attached the copies.

  The total price including tax equals $889.52. The cost of each service would calculate to $889.52 divided by 24.

  That equals $37.06 per service. In a Goodwill offer, we would reimburse the unused portion.

  They stated they have used 9, that would leave 15. 15 X $37.06 = $555.90

  If that is acceptable, please verify the mailing address and we will send a check.

  Customer response

  03/15/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  An emailed check can be sent to ***********************  

  The email used for this claim or mailed directly to my physical address they have on file. 

  
  

  Thank you for your assistance!

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

*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. ↩