ComplaintsforAdvantage Auto Group, Inc.

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a 2016 Chevy equinox from the location in new Carlisle Ohio. **** was great upon the sale of the car. I’ve had nothing but issues such as timing belt issues, engine issues, and now I have to place my Cadillac converters after only having the vehicle for less than three months, which is gonna cost me another $2000. I have already dropped almost 5 grand into this they do not seem to care at all. I want my car fixed at their expense due to the fact that I haven’t even had it that long and I’ve already dropped a ton of money into it. Every time I mention an attorney, they just laugh at me and hang up. Preston has been absolutely horrible to deal with when it comes to officiating these repairs. Once you sign the contract with them, you were on the hook for a piece of crap dollars in repairs

  Business response

  03/20/2024

  Dear ******,
  
  Thank you for reaching out to us with your concerns regarding your 2016 Chevy Equinox. We appreciate the opportunity to address your feedback and provide clarification on the matters you've raised.
  
  We're sorry to hear about the challenges you've encountered since purchasing your vehicle. While we strive to ensure a smooth ownership experience for all our customers, it appears there have been some difficulties in this case.
  
  Upon reviewing your situation, it's important to acknowledge that our team, particularly ****, worked diligently to assist you during the sales process, and we're pleased to hear that you had a positive experience initially.
  
  However, it's crucial to address certain issues that have arisen subsequent to the sale. It's important to note that while we covered the initial repairs under your Lifetime Powertrain Warranty, there have been additional complications that warrant discussion.
  
  Firstly, it's necessary to highlight the challenges related to communication and adherence to agreed-upon procedures for repairs. We scheduled appointments for your car's service and offered support, but regrettably, there were delays and complications, including difficulty in communication with the chosen repair shop.
  
  Furthermore, it's important to mention certain actions and decisions that may have exacerbated the situation. For instance, there were instances where appointments were missed or rescheduled without prior notice, leading to delays in addressing the issues with your vehicle.
  
  Additionally, there have been concerns raised regarding the treatment of service providers. We understand that there may have been challenges in communication with the repair shop you selected, which could have been exacerbated by previous interactions. It's essential to maintain respectful and professional communication with all parties involved to ensure a smooth resolution of any issues.
  
  Regarding the matter of non-covered repairs, such as the catalytic converters, we understand your frustration. However, it's important to clarify that certain maintenance responsibilities fall outside the scope of your warranty and are the responsibility of the vehicle owner.
  
  We're committed to finding a solution that is fair and reasonable for all parties involved. We encourage you to reach out to us directly to discuss your concerns further and explore potential avenues for resolution.
  
  Please feel free to contact us at your earliest convenience.
  
  Sincerely,
  
  Advantage Car & Credit

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased the car, on the same day of purchase reported issues so that they could be addressed immediately. I am being told that I have to go through warranty and resulting in anywhere up to $1000 out of pocket expense. I haven’t had the vehicle for 30 days yet

  Business response

  03/12/2024

  We've made every effort to address the alignment and balancing issues with your snow tires without any additional charges, despite their thicker tread. While we don't recommend replacement due to minor road noise and shaking, we've consistently communicated and are ready to assist further. We've been actively engaged in resolving any concerns you've raised. After our recent phone conversation, you've chosen to handle the tire situation independently, which leaves us puzzled about the complaint. We've strived to offer excellent service from the outset, especially considering the age of the vehicle.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought my car 6 months ago haven't been able to drive it for the last month and they are trying to get away with not repairing it

  Business response

  01/02/2024

  We sincerely apologize for the inconvenience you've experienced with your car. We understand the frustration of not being able to drive it for the last month, and we appreciate your patience.

  
  Upon reviewing your case, it appears that the broken component is not covered under the warranty you received with the vehicle. However, we are committed to finding a resolution and offered an alternative solution through our Customer Service Advocate. The proposal involved financing the repair with a small upfront payment and manageable installments for the remaining amount.

  
  Regrettably, this solution was declined, as you mentioned that your boyfriend would handle the repair. We understand your choice, and we hope the repair process goes smoothly. If you encounter any challenges or have further concerns, please feel free to reach out to us. We value your satisfaction and are here to assist you in any way we can.

  
  Thank you for bringing this matter to our attention, and we appreciate your understanding.

  Sincerely Yours,

  Advantage Car & Credit
  

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I had to wait 3 weeks before someone finally got ahold of me. We went to pick up car and the car is worse than when we took to garage. The battery was dead and won't hold a charge now. I'm missing parts under the hood. The garage said it's all but blown up but not completely so why would I pay almost 1900.00 to fix a problem when a new motor is only 500 cause that is covered. 
  
  Sincerely,
  
  ******* *******

  Business response

  01/05/2024

  We understand your frustration and would like to clarify that there was no delay in communication on our part. The period from December 18th to December 27th was extended due to your deliberation on the course of action, particularly considering that the repair was not covered by your warranty.

  
  Regarding the cost and scope of repairs, we recommend verifying the market rates for the specific motor and repair services. Our team is committed to professionalism and expertise, and we stand by our assessment of the situation. It is crucial to note that the motors in question typically range between $2500-$3,000. While we offered assistance, we respect your decision. If you remain dissatisfied or wish to explore alternative solutions, please contact our customer service. We are dedicated to resolving this matter to your satisfaction.

  
  In addition to addressing your concerns, we will proactively reach out to you today to discuss the situation further and ascertain if you are still interested in taking advantage of our existing offer. Your satisfaction is our priority, and we are committed to finding a resolution that meets your expectations. Please expect a call from our team shortly.

  Customer response

  01/11/2024

  The point is I bought a car 6 months ago for a warranty and not to be scammed. This is not the first complaint you have got for this business. There are many complaints basically for the same reason so they are selling junk cars and way over priced. Then 6 months later I'm stuck with a broke down car and paying over 400 a month for almost 2 months now that I can't even drive. I'm about to lose my job due to no car. I have already lost a promotion due to this. I understand the way they are wording it it's not covered but still not 6 months old broke down is not a good company or car. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is not a complaint to get anyone in trouble. While the vehicle isn't great, the customer service is typically spot on, very good. But I'm concerned about getting a copy of my new contract with you. I bought a jeep compass back in May 2023. In July there were 2 major issues that got repaired. It took about 2 months for the repairs,during which I lost my job and got behind on all of my bills. Due to the repairs, my monthly payment has gone up significantly. Before making my last payment, I requested a copy of the new contract because, since I'm a veteran, I found 2 different agencies willing to make the car payment but they requested a copy of the contract to verify who I was paying and how much the payments were. Typically,***** my account manager, always responds to my emails and calls immediately. She really has been great in that aspect. But I emailed her requesting the new contract to be emailed but got no response. Then I received an automated message from "solera" just saying my payment was late and to respond to the email in order to make arrangements. So I did respond to that email multiple times but got no response from them either. As much trouble as I've had out of the vehicle, I can't afford to have it repossessed, especially when I found someone to help. I somehow scraped up enough to make my last payment but now my payment is due again and I still haven't received a copy of my new contract so i can get assistance with one payment. That's all I need to get back on track, as my first full check from the new job will be in time for my next payment, its a government job so i get paid the 1st and 15th of each month. I truly need assistance. Can someone please email my contract to the email that I provided in the form? I'm in training today until 2pm but can return calls and or emails directly afterwards.

  Business response

  12/02/2023

  We appreciate your feedback and understand your concerns regarding the recent changes to your contract after the purchase of your Jeep Compass in May 2023. We apologize for any inconvenience caused by the delay in providing you with a copy of the new contract, and we fully recognize the importance of timely assistance, especially considering your current situation. Rest assured, we have noted your request, and we commit to delivering the necessary contract details to your email on Monday, December 4, 2023. We appreciate your patience and the opportunity to address this matter promptly.
  

  Thank you for bringing this to our attention, and we are dedicated to ensuring a positive resolution to your concerns.

  
  Sincerely,

  Advantage Car & Credit

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response, it might have been ok  but the contract sent to me was the wrong one. It did not reflect my correct monthly payment. Also, I am waiting on additional paperwork from the customer advocate. Since this was my second appointment with them and I did not get the correct paperwork, I don't think they will see me again without reapplying. My account rep stated yesterday that she's unsure how to keep my account from collections meaning repossession. I do not understand how this doesn't qualify for 1 month a payments to be covered by the job loss hardship. I literally lost my job due to the repairs taking as long as they did. I'm not blaming anyone, this is just what happened. My payment dates were adjusted once due to me going to salary but I never was granted a hardship due to me losing that job. I'm not trying to get out of paying, I'm just trying to keep this job and not lose a second job over this and not receiving requested paperwork going on 3 months now. Can someone please help me? If so, my payment on the 29th will be in full and on time.

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

  Business response

  12/11/2023

  Thank you for reaching out with your concerns. It's important to clarify that as a dealership, we do not directly handle loan servicing matters. To address the issues you've raised regarding your contract and paperwork discrepancies, we strongly advise contacting your finance company, Capital Auto Credit, directly.
  

  Our records indicate that our customer service advocate supplied your contract information on December 4, 2023. For a swift resolution and to maintain the standing of your account, we recommend prompt communication with Capital Auto Credit. Open dialogue with them will be instrumental in addressing any challenges you're currently facing, including potential solutions and discussions about available hardship programs.

  
  We appreciate your understanding and cooperation in this matter.

  
  Sincerely,

  
  Advantage Car & Credit

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a car from Advantage car and credit in Fairborn, I have only had it for 3 months and have had nothing but problems with it. The engine fully went out and I was told the warrenty on the car will fully cover the replacement. I get called from the car shop that has my car and get told that they are not covering everything. Now im stuck with paying for a car I don't have and im having problems with the car shop on them just putting me in a new car. which I was told i could be put in a new one. I need help they are not working with me. I have called and will not get a call back. I don't know what else to do. I have been lied to this whole time and am not getting anywhere with this place.

  Customer response

  12/01/2023

  Hello, ******* from the car company has reached out to me and has worked with me to help figure out my car situation. He has been very helpful now that I finally got the help I need. If you could please take away my complaint I appreciate it. I’m sorry for wasting your time. 

• Initial Complaint

  11/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This car dealership sold me a lemon that broke down on me in the first 8 hours of purchase, they tried to charge me for the repairs I didn't cause they won't let me out of the loan and are trying to garnish my wages please help I just want my 500 back and out of the loan completely . If they garnish my wages I will not be able to survive period. I don't have the car they have it.

  Business response

  11/09/2023

  We understand your frustration and acknowledge the inconvenience you've experienced with your recent car purchase. However, we want to clarify the situation surrounding the breakdown and subsequent repairs.

  
  Firstly, we responded promptly to your call on Monday morning, despite the vehicle being left on the side of the road on Saturday night. Our Customer Advocate arranged and covered the cost of the tow, even though the location was an hour away. The vehicle was towed to a reputable repair facility, and the necessary repairs were covered under your Vehicle Service Contract (VSC). The $250 deductible was a standard requirement, including the cost of the missing car battery at the time of pickup.
  

  It's essential to note that your decision to pay for the repairs did not absolve you of your auto loan responsibilities. Unfortunately, defaulting on your loan has consequences, and we cannot issue a refund as you've breached the terms of the contract you willingly entered into. We encourage you to review the terms of your agreement and consider discussing your financial situation with your finance company to find a resolution.

  
  We regret any inconvenience this situation has caused but want to emphasize the importance of adhering to contractual obligations.

  
  Sincerely,
  
  Advantage Car & Credit

  Customer response

  11/21/2023

  This is **** **** and we all know it !!they sold me car that broke down on me the first day I had it. They know they sold me a messed up car and now I have to pay for it this is messed up and unfair . You wouldn't pay for a messed up car would you ? No nobody would but I see how it is my fault right i bought a car I thought was in good working condition instead I get stranded on the side of the highway  and it's my fault what a joke. I do t see how this legal at all. 

  Business response

  11/24/2023

  We recognize and sympathize with your frustrations, **** *******, regarding your recent car purchase. In our previous response, we detailed the steps taken to address your concerns about the vehicle. However, it's crucial to clarify that despite the car issues, your financial obligations to the finance company are distinct. The amalgamation of car repair issues with the loan agreement may have contributed to the current situation. Furthermore, the use of explicit language in your complaint is indicative of the tone in our interactions. We stand by the resolution provided for the vehicle matters and emphasize the importance of a clear understanding of distinct obligations to prevent misunderstandings in the future. Additionally, fostering a respectful and professional dialogue is essential for effective communication in resolving concerns.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ever since i purchased the vehicle from them it has been non stops issues and they will only send me to one location to do repairs and that bussiness said there not allowed to tell me anything if they done work on car or not. Now having more issues and i cant even get the main manager to return a call and left voicemail over an over asking for a call or text or even email about what i should do. I just purchased the car in may and have had issues ever since. Im also paying $130 a week on a car that cant even be driven and i seven have extended warranty to use a deductible to get issues fixed and nobody will help me and reach out.

  Business response

  10/04/2023

  We deeply regret the ongoing issues *** ******* has encountered with his vehicle since his May purchase. We understand the frustration he must be experiencing, and we are fully committed to swiftly resolving these concerns.

  
  It's worth noting that Advantage Car & Credit covered the initial repair, which exceeded $500, underscoring our dedication to promptly addressing any issues. The second repair in July was efficiently handled through *** *******'s VSC (Vehicle Service Contract), requiring only a nominal deductible.

  
  Regarding the recommendation to return to the same repair facility, this choice is rooted in the vehicle's repair history to ensure consistent and dependable service. Our primary goal is to provide *** ******* with the most effective assistance to rectify the situation.

  Furthermore, our Customer Advocate engaged in a productive conversation with *** ******* on Monday, October 2, 2023, to address his concerns directly. If there are any additional issues or unresolved matters, we encourage *** ******* to reach out directly to our Customer Advocate to ensure a swift and satisfactory resolution. Customer satisfaction remains our utmost priority, and we are wholly dedicated to resolving this matter.

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Like they have addmitted that ive have had issues with this car ever since day one when i bought it from the location in Moraine Ohio. They only send me to one location to get things fixed and i dont know if there even doing anything because the place they send me to says there not allowed to tell me anything about what they did or did not do to my vehcile. Its been one thing after another ever since i got this car. All i know is there saying there doing things and nothong is being done because theres hasnt been any proof of any work being done handed over to me.

  I would rather turn in this vehicle and get downpayment back and lose what ive already spent from deducibiles and $130 a week paying or trade it in for another vehicle if they want to keep my business. 
  
  Sincerely,
  
  ******* *******

  Business response

  10/09/2023

  Dear *** *******,

  
  We appreciate your feedback and the opportunity to address your concerns regarding your vehicle. However, we want to clarify a few points.
  We send your vehicle to a trusted vendor within our network for repairs, and we receive the receipts because we cover the associated costs. While the vendor may not provide detailed information about the repairs due to our trusted relationship, please be assured that the work is carried out professionally and diligently.

  
  Regarding your request for a refund or a trade-in, we regret to inform you that we cannot issue a refund as per the provisions outlined in your contract, and no trade-in can be facilitated at this time.

  
  It's important to note that you missed your appointment on October 5th, which has hindered our ability to assess and address the issues promptly. We are committed to helping you resolve your concerns, but we can only do so if you engage in the repair process. In addition, we attempted to reach you by phone today and left a message.
  Please reach out to your Customer Service Advocate to reschedule your appointment and further discuss your options. We value your business and hope to find a solution that meets your needs.

  
  Sincerely,

  
  Advantage Car & Credit

  Customer response

  10/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  So how do i know any type of work is being done to my vwhcile that im oaying weekly on if i cant get any type of documents on what is wrong and what has bern fixed and i DID NOT MISS AN APPT BECAUSE I NEVER DID RESPIND BACK TO THE TEXT MEASEGE ASKING IF I COULD DROP THE CAR OFF ON THAT THURSDAY OR FRIDAY. SO I DID MISS ANY APOINTMENT. 

  IF I CAN GET CAR FIXED COMPLETELY NO MATTER WHAT IS WRONG WITH THE CAR AND PAY MY EITHER 250 OR 500 DEDUCTIBLE THEN I WILL DROP IT OFF AND HAVE IT FIXED BECAUSE YOU ALSO ALREADY ADMITTED I HAVE HAD NOTHING BUT PROBLEMS AND ISSUES WITH THIS CAR SINCE DAY 1 OF BUYING. 

  SO IF I CAN GET THE WORD THAT CAR WILL BE FIXED COMPLETELY AND PAY EITHER ONE OF THE DEDUCTIBLES THEN THATS WHEN ILL BRING CAR IN BUT IF NOT THEN I WILL CONTINUE TO FIGHT THIS.

  I HONESTLY THINK ITS BS I HAVE HAD ISSUES OVER AND OVER WITH SAME CAR AND I CANT GET ANYTHING SELT WITH BEAIDES APENDING MORE AND MORE MONEY ON THIA DAMN CAR THAT HAS PROBLEMS OVER AND OVER AND I CANT GET ANY PROOF HANDED TO ME WHAT HAS BEEN DONE AND WORKED ON

  SO IF AGREE TO HAVE CAR COMPLETELY FIXED AND THE PRICE WILL ONLY BE THE DEDUCTIBLE THEN THATS WHEN ILL DROP THW CAR OFF IF NOT THEN I WILL CONTINUE FIGHTING THIS

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

  Business response

  10/10/2023

  We appreciate your concerns about your vehicle and understand the frustration you're facing. To move forward, we kindly suggest that you return our call to schedule another appointment at the service facility to address your most recent concerns. Written communication may not offer the clarity and resolution you're looking for, and continuing with email exchanges might lead to unnecessary delays. Having a direct conversation with your customer service advocate will be more effective in addressing your concerns and speeding up the repair process.
  

  Sincerely,

  
  Advantage Car & Credit

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a 2012 Chevy Equinox in Jan 2023. Drove off the lot and next day had a horrible shake when you braked. Call and spoke to ******* and he had me take it in and they replaced the front rotors. I was WOW'ed buy the promptness of this repair at no cost to me. Gave them a great review. Fast forward a month. The vehicle started sputtering and shutting down as I was driving was also losing oil but not burning out the pack or dripping. Has an oil consumption issue. I called and it took me a while to get ahold of *******. After many calls I finally got ahold of him and he had me take it back to the service shop. This time it cost me my 500.00 deductible for something they didn't even fix. Got it back and it was stalling again. Took it back in and they said they fixed the issue of stalling but the check engine light was still on. I told them I was not going to drive it off their lot until I knew it was fixed. Well 2 days later I was told everything was fixed and I can come get it. Picked it up they said they did a fresh oil change and added an additive in the engine to expand the rings to help with the oil consumption. Still losing oil every 250 miles. Was told by ******* if this did not work I would need a new engine. He made it sound like this was covered by the warranty. I kept taking the vehicle up to have then add oil until I got a call from ******* saying this is not covered by the warranty. What Wait that is not right. I have had issues from day one and Advantage Car and credit knew these vehicles had an oil consumption issue and never brought that up in the sale. I am very disappointed. Now the vehicle is having transmission issues and I am sure this will be another thing that will not be covered under warranty. I am currently in contact with an attorney on this issue. I am thinking about just dropping the vehicle off at their lot and washing my hands of this place.

  Business response

  08/09/2023

  We deeply regret the ongoing issues you've experienced with your 2012 Chevy Equinox since your purchase in January 2023. Your satisfaction is paramount to us, and we apologize for any frustration this situation has caused.

  
  We appreciate your initial positive feedback regarding the prompt replacement of the front rotors to address the brake issue. We understand that subsequent issues, such as sputtering, stalling, and oil consumption, have been extremely concerning for you. We sincerely apologize for the inconvenience you faced in contacting our team and for any misunderstandings regarding the coverage of repairs.

  
  We're committed to finding a resolution that meets your needs. As a testament to our commitment to resolving these issues, we want to assure you that our Customer Advocate has spoken to Stacy today and reached an agreement on our proposed solution.

  
  In light of the ongoing problems, we are willing to process another warranty claim and replace the engine for your Equinox. This should effectively address the oil consumption issue and help restore your confidence in our products and services.

  
  We deeply value your business and appreciate your patience as we work through this situation. Should you have any further questions or concerns, please don't hesitate to reach out to us. We look forward to resolving this matter to your satisfaction.

  
  Sincerely,
  
  Advantage Car & Credit

  Customer response

  08/09/2023

  
  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 spoke with ******* yesterday and today and he informed me of this decision.  I am pleased with the response that I got from him and the company taking the responsibility of replacing the engine in my Equinox.  This takes a load of stress off my plate and I will recommend this company to my friends and family not this issue has been resolved.  Thank you ******* for going to bat for me it is truly appreciated.  
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased vehicle on June 5th 2023, roughly two and a half weeks later the vehicle overheated out of nowhere. Immediately took precautions to prevent any damage to the engine of vehicle and make contact with my mechanic. He inspected the vehicle and could not at that time find an issue as to why it was overheating. I picked up vehicle to go home by the time I had arrived the temperature had started to rise on the vehicle. The next morning I inform my mechanic he told me I needed to see about what warranty I had because he believed it to be a head gasket since during his diagnosis he could not find anything with the cooling system. Contacted the dealership at the number provided at time of purchase. They informed me it would be a week before they could get it into one of their approved shops. Once vehicle was inspected by the approved shop, I was then informed that it was a clog in my radiator, a malfunctioning thermostat, and possibly a bad water pump. All of these had been replaced recently as my mechanic had told me that they looked brand new. There was also stored codes of the vehicle overheating in the computer. I paid the $500 warranty deductible to have work performed in my vehicle with the expectations of it being fixed and not having an issue. However when I picked up the vehicle I made it 6 miles down the road before the vehicle overheated and had to be towed back to the shop. It was only then that they informed me that I was correct that it was a blown head gasket and I needed to have a new engine which they will not cover. Costing an additional $5,000 and another deductible. I feel the vehicle to needs to replaced or repaired at no cost as a vehicle as it was less than 30 days old when it became inoperable. I would prefer full reimbursement of my money as I would rather not deal with company again.

  Business response

  07/26/2023

  Dear Ms. *******,

  
  We apologize for the inconvenience you have experienced with your recently purchased vehicle. We understand the frustration of encountering an unexpected overheating issue shortly after the purchase.

  
  Upon receiving your vehicle, the repair facility thoroughly inspected the issue and found a clog in the radiator, a malfunctioning thermostat, and a bad water pump. These defects, which were not evident during the initial inspection, could have contributed to the overheating problem.

  
  We understand your concerns regarding the possibility of a head gasket failure, as suggested by your mechanic. However, we must clarify that head gasket failure is not a covered repair under our warranty policy, as it can only occur due to overheating of the engine.

  
  Following the repairs, the technician diligently tested the vehicle by letting it run, and we were glad to find that it did not overheat during the examination.
  Considering the recent purchase of your vehicle, we acknowledge the unique circumstances of your situation. As a gesture of goodwill, we would like to offer some additional options.

  
  Our customer service advocate has already reached out to you on 7/26/2023. Please feel free to contact them at your earliest convenience.

  
  Once again, we apologize for any inconvenience caused and hope that the offered solutions meet your expectations. We value you as a customer and look forward to assisting you in any way we can to ensure your satisfaction.

  
  Thank you for your understanding.

  
  Sincerely,

  
  Advantage Car & Credit

• Initial Complaint

  05/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a car on May 16, 2023 and by May 18, 2023 the engine light was on. I paid a dealership 768.00 to fix the car that I was told checked out and in good condition. I know its a used car, but I was lied to. I would like reimbursed for the money I had to spend.

  Business response

  05/30/2023

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you may have experienced with your recent car purchase from our dealership. It is important to note that all vehicles sold by Advantage Car & Credit undergo a comprehensive safety inspection prior to being made available for purchase. This inspection aims to identify any potential mechanical issues and ensure that the vehicle meets the necessary safety standards. Despite our rigorous inspection process, unforeseen issues can still arise after a sale due to the complex nature of automotive machinery.

  
  If you had contacted us immediately after the engine light came on, we could have offered guidance and explored possible solutions together. Therefore, we regret to inform you that Advantage Car & Credit will not be able to reimburse you for the amount you spent on the repairs at this time.

  
  Once again, we apologize for any inconvenience you may have faced.  We would like to emphasize that we are here to assist you and provide support.  If something arises in the future and you need our assistance, please do not hesitate to reach back out to us. 
  
  Sincerely,
  
  Advantage Car & Credit

  Customer response

  06/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did contact the dealership, less than 48 hours of having the car. I was told to contact *******. I’m not sure of his title, but he failed to return my several left messages. I had to call back. He then called me. He actually told me, in so many words, to drive it with the light on as long as it’s not acting up. I then told him, if the light is on and something does go wrong with the car then how would we know. 
  He agreed with me. I was sold a car that I was told is in good working condition. And within 48 hours I am putting $768.11 into it. This is totally unacceptable.

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

  Customer response

  06/05/2023

  Hi, I would like to add that if they would take the vehicle back, they can keep the down payment we made. 

  Thank you

  ******* ******* 

  Business response

  06/05/2023

  Dear Ms. *******,

  
  We understand that you remain dissatisfied with our previous response, and we apologize for any inconvenience caused. After carefully reviewing your complaint, we would like to address your points.

  
  We apologize for any delay in response you experienced. Our team aims to provide timely assistance to all our customers, and we regret any miscommunication that may have occurred. We appreciate your patience during this process.

  
  Regarding the advice provided by *******, we apologize for any confusion caused. It appears that there may have been a miscommunication regarding the seriousness of the check engine light. While the code associated with the check engine light was an emissions code, which is not a safety or mechanical concern, we understand your concern about potential future issues. We apologize if our previous response did not adequately address this aspect.

  
  We understand your frustration, but as you have made an appointment and paid for the repairs independently, it limits our ability to provide a resolution in this matter. We apologize for any inconvenience this may have caused you.

  
  At this time, we regret to inform you that we are unable to offer a refund. As mentioned earlier, the check engine light was not indicative of a safety or mechanical concern, and the repairs you undertook were at your own discretion.
  We apologize if this response does not meet your expectations. We value your feedback and understand your disappointment. Our team will use this experience as an opportunity to improve our customer service and ensure that similar situations are handled more effectively in the future.

  
  Best regards,

  
  Advantage Car & Credit

  Customer response

  06/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: Being dissatisfied is an understatement. Especially now due to the vehicle being back at the shop. Again. The fact that the engine light being on was not a safety issue, I am not a mechanic so I did not know that. 
  I contacted someone less than 48 hours of having this vehicle due to the light being on. I was told to contact *******, I tried. No answer. I took matters into my own hands because I had no idea what was going on with the car and I did not want my daughter and my granddaughter to get stranded, so yes I took matters into my own hands due to lack of calling me back. I’m assuming the bill for it. So be it.
  So you will use this to improve your customer service, how about the customer that has had a vehicle that was bought from you a month ago and it’s in the mechanic shop.. Again! I am furious with this situation and it’s wrong. 
  I would like you to take the vehicle back, you can keep the $1000 we put down. This car is gonna be a headache to my daughter and she does not deserve this. 
  
  Sincerely,
  
  **** *******

  Business response

  06/09/2023

  Regarding the engine light, I apologize if there was any confusion regarding its significance. We strive to provide clear information about the vehicles we sell, and we regret if this was not adequately communicated to you. We understand that not everyone is a mechanic and may not be familiar with the specific implications of warning lights.
  

  I apologize if you experienced difficulties in reaching ******* when you tried to contact him. ******* returned your call you first thing Monday morning when our dealership resumed regular schedule business hours to address your concerns.  However, I would like to reiterate that taking matters into your own hands should not have been necessary.

  
  In response to your request for a vehicle return and refund, I regret to inform you that we cannot accept such a request.

  
  In response to your additional concerns, I want to assure you that our focus is on resolving the issues with your vehicle rather than engaging in any confrontational matters. I kindly request that we maintain a professional and respectful dialogue. Defamation or slander on any platform is not in the best interest of either party. We are dedicated to providing quality customer service, and we hope to find a resolution that addresses your concerns in a mutually agreeable manner of any applicable warranties.
  

  Thank you for bringing your concerns to our attention. We value your feedback and are committed to using it to improve our customer service.
  

  Best regards,

  
  Advantage Car & Credit

*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. ↩