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Business Profile

Car Dealers

1nce Driven

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2023

    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 bought a car from them, they sent me the title to get the car put in my name, sent me a check only for sales tax. I called and asked them about registration and title and Lein holder fees and they said I had to pay for that. In my contract, they already charged me money for all of that.

    Business Response

    Date: 12/26/2023

    Good afternoon

    We received ************************ complaint , however we noticed the mistake on our part on 12/11/23, I contacted the Customer and the same day I mailed a check ( check # ***** ) for $357, the check was sent on 12/11/23 and received on 12/12/23 ( per ******* and the check was cashed on  12/14/23

    Regards 

    1nceDriven 

  • Initial Complaint

    Date:09/21/2023

    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 2013 Audi from 1nce Driven on 8/16. At no point during the experience was rear end chassis damage communicated. On 8/18, I noticed the car lacked inspection and emission(I&E) stickers, an exhaust smell in the cabin. I called & email the *** and scheduled service for 8/21. 8/21 the dealer called to rescheduled for 8/24 due to mechanic called out. On 8/24, I drove the car in for service at which time I&E stickers were affixed and a broken axel was replaced. After repairs I cont. to noticed intermittent smells of exhaust. On 9/7 I took the car to an independent certified Audi dealer for a multi-point inspection. The certified dealer informed me of several major concerns attached and indicated that the exhaust, and other concerns would result in I&E failure which was just issued to the car the days prior. I immediately called the dealer to with the findings of the Audi inspection and asked to speak with ownership. I called several more times between 9/7-9/11 to speak directly with the owner prior to the expiration of my 30 day/ 1,000k mile warranty. 9/12 I sent an email cited Pennsylvania law Chapter 301 Consumer Protection Subsection 2 automotive sales shall disclose prior to sale the following conditions: (i) frame bent and (iii) unable to pass State inspection. I communicated my lack of trust and requested a full refund or for repairs to be made at a shop of my choosing. I provided my wire transfer information and a deadline for the actions. The owner called that evening asking to buy the car back. I followed up with an email of total cost to be wired $12,772 and directions on retrieving the vehicle from my home. On Friday 9/15, the dealership text me saying they wanted to talk to the owner and "get things set up for Monday" 9/18. On 9/18, I get a text asking if I could drop off the car to the Easton Dealership, but did not indicate that payment was or was being made. I have heard no more from the dealer on payment or repairs.

    Business Response

    Date: 10/18/2023

    Good afternoon

     ****************** was at the Dealership on 8/14 test drove the Vehicle, put a deposit down and came on 8/16 to pick up the Vehicle , ****************** brought the  Car back in on 8/24 for Inspection and a small repair, on 9/7 Customer took Vehicle to Cherryhill Imports for a safety Inspection, according to Cherryhill Imports the Vehicle needed $ ******* in repairs, we told the Customer we would buy the Car back and refund her Money , however the Customer also wanted us to pay for the Cherryhill Imports Invoice of $ 444 and she also wanted us to come and pick up the Car after we have deposited the Money in her account ( she would not release the Key prior to receiving the refund )  we refused and told her that we will only refund $ ***** and she needs to bring the Car back to the Dealership which she refused, Customer called back on 9/18 and stated she was getting a Lawyer and at that time we stopped all communicating and we waited to hear from her Lawyer.

    I have attached the current Carfax report since I'm not sure what Customer means when she states "rear end chassis damage " 

    At this time Customer had the Car for over 2 Month and we do not know what all was done or not done to the Vehicle, so we would not be able to give a full refund , plus Taxes and Registration were paid to the state of ** at this point which would also have to be deducted from a potential refund.

    Customer Answer

    Date: 10/23/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 20637829

    I am rejecting this response because:

    - Repairs made on August 26 to the car were by no means minor.  Although I took the car back for emission and inspection stickers and a prominent exhaust smell in the cabin, the mechanic also found that the car had a broken axel.  Furthermore, I continue to question the validity of the emission being that the exhaust smell continued to persist despite being one of the main reasons for my August 26th visit.  Only later on Sept 7, 2023, due to the **** multipoint inspection, was I made aware of the reason for the exhaust smell was due to a faulty exhaust muffler system which was not addressed by 1nce Driven. 

    -In my 9/12 email, I detail that the owner failed to contact me as requested, and the steps that could be taken by the owner to address the issues.  I requested a full refund and for the Audi inspection to be taken care of by 1nce Driven.  However, between 9/13 and 9/15 representatives from the dealership called to alert me that the owner indicated that he'd not pay for the audi inspection.  During the call I indicated that to resolve the concern I'd forego the Audi inspection fee.  However, that I wanted payment wired to my account prior to releasing the car.  On 9/18, 2 days after the 30-day expiration of the warranty the dealer then asked me to drive the car back to their dealership which is an hour and a half from my home and over 73 miles.  The dealer indicated a desire to buy the car so I preferred for them to come get the car as not to exceed the terms of the limited warranty, mileage, safety of the vehicle, and way to get back home I let the dealership know that I could not take the car to them.  

    -Lastly, the dealership never made any attempt to refund the money by wire transferring the funds to the account which was indicated in the email dated September 13, 2023.

    To resolve this issue I'd like a full refund of $12,772, which includes the fee for Audi inspection, for the vehicle.  Just to close the matter, I'd be willing to accept just the $12,328 I paid for the car.  Since the dealership is purchasing the car, I would like the dealership to come to get the car from my residence.  I am asking for the same remedies as noted in the email to the firm dated September 13, 2023.


    Regards,

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








    Business Response

    Date: 10/30/2023

    Good afternoon

    Let me first respond to the Refund, we would NEVER refund the Money for a Vehicle unless the Car is here on our Lot !!!! Also we do not refund the Money and then the Customer decides to give us the Key and we do not go and pick up a Vehicle from the Customer, which we have advised the Customer off several times and we stopped all communication when Customer said we would hear from her Lawyer.

    All ****************** had to do is return the Car early September and  since we do Business at the same Bank, we could have made the transfer ( minus the $ 444 for outside Labor ) while she was in our Office or we could have gone to the nearest Branch to do the transfer.

    Maybe I also should point out that we encourage all of our Customers to get a PPI ( pre purchase Inspection ) done at a Mechanic of their choice.  

    However now we are at the end of October and at this time there is NO Refund without the Car being on our Lot, we need to check condition and mileage on the Car, plus the Registration was done and the 6% PA Taxes have been paid ( $880 ) and $ 195 in Registration, Title, Plates and Fee's which would need to be deducted from a possible refund as well.

     

    Customer Answer

    Date: 10/31/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: 20637829

    I am rejecting this response because: The dealership's response lacked details about resolution including expectations for the exchange, terms and amount to be refunded.  I am submitting a proposal with amounts so that we can resolve the matter.  

    As evidenced by the documents Id attached in the original complaint detailing my communication with the firm,1nce Driven ownership was non responsive and provided little if any direction about how to facilitate repairs or a refund prior to September 18, 2023.  Id repeatedly asked and was not provided an answer about resolution.  Due to non response and lack of a clear understanding of a path forward I've researched other avenues to resolve the ongoing concern.  

    That said, in order to move forward I am willing to drive the car to the lot for drop off.  The ongoing exhaust and muffler problems, bent chassis, validity of the inspection stickers, and subsequent distrust of 1nce Driven remain the reasons why Ive requested a refund as resolution.  Payment in the amount of $12,328 was presented to 1nce driven at the time of purchase.  I have attached the purchase document for reference.  The breakdown is the following: 
    $11,000 for the car
    $660 sales tax
    $45 plate fee
    $67 title fee
    $556 other non tax
    Taxes and fees totaled $772 which I am willing to forego.  

    In **, the standard rate for vehicle mileage reimbursement is .65/mile.  Id like if we can agree that the non tax fee of $556 indicated above be used in part to pay 1nce Driven for mileage, minus commuting to and from their facility, which I've accumulated on the car since purchase.  I am willing to pay for use of the vehicle until it has been returned.  In addition, 1nce Driven must accept the vehicle as is upon delivery to their lot.  To be clear, as is condition means the condition of the vehicle at the time of purchase August 16, 2023.  

    Currently, the car odometer read ******* and was purchased at mileage ******* on August 16, 2023.  The commute to 1nce Driven is 73 miles.  The car was taken to 1nce Driven for service on 8/29 resulting in 146 miles.  Therefore, the miles driven total ***** @.65= $994.50-$556 non tax fee=$438.50 dollars Id owe ********************** for mileage.  If these terms suffice a bank issued cashiers check in the amount of $ 10,561.50should be made out to ******************************* and ready for pickup at the time of the exchange.  Please respond to let me know if these terms are suitable so we can resolve the matter expeditiously.

    Regards,

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








    Business Response

    Date: 12/20/2023

    Good afternoon

    This is the response I send to Attorney General in response to that complain :

    1NCE DRIVEN <****************************************> Wed, Nov 22, 2:40?PM



    Good afternoon *****************


    I'm sending this email in response to *******************************, BCP-23-05-******, I'm sending you the same responses we send to ***************** BBB complaint # ********


    1) This message originally read on 10/18/2023
    Good afternoon
     ****************** was at the Dealership on 8/14 test drove the Vehicle, put a deposit down and came on 8/16 to pick up the Vehicle , ****************** brought the  Car back in on 8/24 for Inspection and a small repair, on 9/7 Customer took Vehicle to Cherryhill Imports for a safety Inspection, according to Cherryhill Imports the Vehicle needed $ ******* in repairs, we told the Customer we would buy the Car back and refund her Money , however the Customer also wanted us to pay for the Cherryhill Imports Invoice of $ 444 and she also wanted us to come and pick up the Car after we have deposited the Money in her account ( she would not release the Key prior to receiving the refund )  we refused and told her that we will only refund $ ***** and she needs to bring the Car back to the Dealership which she refused, Customer called back on 9/18 and stated she was getting a Lawyer and at that time we stopped all communicating and we waited to hear from her Lawyer.
    I have attached the current Carfax report since I'm not sure what Customer means when she states "rear end chassis damage " 
    At this time Customer had the Car for over 2 Month and we do not know what all was done  to the Vehicle, so we would not be able to give a full refund , plus Taxes and Registration were paid to the state of PA at this point which would also have to be deducted from a potential refund.
    2)This message originally read on 10/30/2023
    Good afternoon
    Let me first respond to the Refund, we would NEVER refund the Money for a Vehicle unless the Car is here on our Lot !!!! Also we do not refund the Money and then the Customer decides to give us the Key and we do not go and pick up a Vehicle from the Customer, which we have advised the Customer off several times and we stopped all communication when Customer said we would hear from her Lawyer.
    All ****************** had to do was return the Car early September and  since we do Business at the same Bank, we could have made the transfer ( minus the $ 444 for outside Labor ) while she was in our Office or we could have gone to the nearest Branch to do the transfer.
    Maybe I also should point out that we encourage all of our Customers to get a PPI ( pre purchase Inspection ) done at a Mechanic of their choice.  
    However now we are at the end of October and at this time there is NO Refund without the Car being on our Lot, we need to check condition and mileage on the Car, plus the Registration was done and the 6% PA Taxes have been paid ( $880 ) and $ 195 in Registration, Title, Plates and Fees which would need to be deducted from a possible refund as well.
    Now the Car has been in ***************** possession for over 3 Month, we don't know if the Car is being driven or not, also ****************** has her Title to the Vehicle. I also included a Carfax for the 2013 Audi , which was listed on our Website and ****************** had a chance to review ( we post Carfaxes on all of our Vehicles for the Customer's convenience ) 
    Thank you 
    1nceDriven=============================================================================

     

    At this time the Customer had the Car for over 4 Month and we can only buy her Car back at current Market Value, depending on the condition and Inspection  of the Vehicle 

  • Initial Complaint

    Date:05/28/2023

    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 2015 ******* ****** sport 2.0T back on October 26, 2022 from 1nce Driven. The car was sold to me with no inspection, went to get it inspected and would not pass. Due tire depth and safety concerns involving engine. The mileage was 76,618 when I left dealership @ 77,325 the engine began to show signs of internal engine failure. At which time my 30 warranty was still good. I notified the seller he had coil packs which were replaced but did not fix the issue. He was notified again before warranty was up and refused to come get it to be looked at, I live 78 miles from dealer he told me I had to bring it to him. It could not be driven there and I had no way to haul there. Back in April I had decided to take to a ******* dealership for diagnostic test done at my expense and it showed hole in piston and rod bearings are going bad. That engine needs replaced. The diagnostic test result are available through ****************Williamsport Pa  *****.

    Business Response

    Date: 06/13/2023

    Re: Complaint ID ********

    We have received the  Customers complain about the 2015 ******* ****** (VIN #***************** )  , the Vehicle was sold on 10/26/2022, the Vehicle had at that time 76,618 miles and was sold with our  in-House Warranty , the Warranty is 1 Month or 1000 Miles Powertrain. 
    When the Customer came to pick up the Car we had just put a new Battery in the Car and unfortunately the Car has to be driven 40 to 60 Miles for the Computer to reset so the Vehicle could get inspected , which we told the Customer, she said no problem I can get it done by my Mechanic, a few days later she called and said the Coil packs needed to be replaced, we told her to bring the Car in and we take care of it, but she did not wanted to make the trip to the Dealership and ask us to get them and send them directly to her ( we don't like doing that because we don't know what could go wrong during installation ) however she insisted so we send them the beginning of November, then we did not hear from her for awhile and we thought everything was OK, a few weeks ( after the Holidays ) we received another call stating the coil packs did not solve the "Issue" ( we really do not know what was or is wrong with the Car ), at that time the Warranty had expired , she spoke to my Manager and he told her to bring the Car in and we would diagnose the Car and see what the problem is, she refused !!! we offered to look at the Car but we do NOT offer free Towing Service, I know she called back twice and spoke once to me and I told her the same thing my Manager did " bring the Car to us " and once she spoke with the other Lady in the Office who also told her to bring the Car in , once again she refused and wanted to speak to the Manager and was told he is not available , at that point she said she was going to call back every day from a different Number till he answers the Phone. Here we are almost 8 Month later and we still not sure if the Car has an issue or not and unfortunately after all this time the Warranty has expired. I also just checked the ****** and there is no record of ******************** diagnosing the Car , plus ******* issued a recall on the Car on .3/.6/2023 which means if the Car was at the Dealer in April they should have addressed the Recall.

    Customer Answer

    Date: 07/31/2023

    I would like to send paper on this matter

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