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:08/07/2024

  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.

  On July 7, 2024, I went to your auto source to purchase a vehicle. They sat me down and ran all my information to see if I could be financed and showed me the vehicle that they're bank would finance me on. It wasn't the original one I wanted to look at because the young 18 year old boy told me the bank will only finance me with a newer model vehicle. We went a test drove the 2013 ***** CR-V and when I went to start the car it had made a rattling sound when I first started and I asked the young boy about the noise and he assured me that everything was fine and it was because it sat for a little and that it will sometimes do that. That was the only issue I had which I did bring up again and was told the car was fine. We went through all the finance paperwork and I also traded in my previous car on this one and less than a week later I had brought the vehicle to my mechanic for him to run a diagnostic on the vehicle because it was still doing the rattling sound when it started. He ran the test and he didn't want me to even take the car home that night because of the servarity of the repairs that had to be made. I left the car with them a day later and waited a week to get my new vehicle back. Not only did I have a new car loan but I now added on 2 more loan payments to cover the work that had to be done on it. There was a warranty that came with the auto loan but they would not cover any of the repairs. I feel like Your Auto Source was well aware of the issues with the vehicle because my mechanic told me that the issue with the vehicle is a common occurrence with the make and model of the vehicle I had purchased and they were most likely aware of the repairs and still had no problem selling it. I'm a single woman that works hard for her money and I feel like I was treated unfairly and token advantage of. Please help me in anyway you can because I'm not the only one they've done this to. Thank you and hope to hear from you soon.

  Business Response

  Date: 08/19/2024

  Complainant's concerns regarding a rattling noise are due to the undercarriage Heat Shield upon start-up.   This is a common occurrence and is not mechanical in nature and doesn't affect the drivability of the vehicle.  Complainant decided to have other repairs done at another shop that were not related to the original concern; without communicating with Your Auto Source.  These repairs weren't eligible to be covered under the provided 30 day/1000-mile powertrain warranty, and also ineligible within the complainant's paid **************** Plan purchased through *****. With all of these facts stated, financial relief to complainant will not be considered.

  Customer Answer

  Date: 08/19/2024

  The images I included is the receipt showing all the work I needed to get done for the vehicle for it to be safe. If I wouldn't have had these repairs made, the engine would have blown. They knew about this issue. It was not from the heat shield rattling at all. It ultimately had to do with the timing chain and valve covers needing to be replaced. My mechanic ran a diagnostic test on the vehicle less than a week after I financed the vehicle and I contacted **** to see if they would cover the repairs and they would not because it was pre existing which means the problem was already there before I bought it. I feel they should refund the money I had to take additional loans out to cover the expenses.
  
   Complaint: 22108694
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/28/2024

  Complainant did not receive authorization from Your Auto Source to complete repairs from Meineke moreover, unauthorized repairs completed were unrelated to the original complaint.   Complainant's request for relief will not be granted.

  Customer Answer

  Date: 08/28/2024

  What your source auto is totally untrue and made up because I contacted them before the repairs were even made to find out what they could do for me considering this problem was known before I purchased the vehicle. They would do nothing for me nor would the warranty company and I was forced to make these repairs to make the vehicle safe to drive. They are really pulling at straws here when they are clearly at fault and were well aware of the issues and still proceed to sell the vehicle anyway. If I would not have fixed those issues, the engine would have blown. Your auto source doesn't care about there customers. They only care about lining their pockets and sell unsafe vehicles. This is why I'm rejecting their response.
  
   Complaint: 22108694
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 08/29/2024

  We acknowledge Complainant's concerns however we have made every effort to communicate the facts and unfortunately, there is nothing more we can do.   

  Customer Answer

  Date: 08/29/2024

  It's really disappointing that your auto source has no issues with selling people barely legal vehicles and have no ability to help your so called valued customers. I find it hard to believe that nothing can or could've been done to help reimburse me for the additional loans I had to take out to cover the cost of the repairs that needed to be done for me to have a safe running vehicle and the sad thing is my trade in and down payment went to nothing and they had gotten my decent  running car and I got a slap in the face. Your auto source is such a horrible company, who takes advantage of hard working people without a care in the world. It's truly a sad thing especially with how hard things are becoming nowhere days.
  
   Complaint: 22108694
  
  I am rejecting this response because:
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:03/05/2024

  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.

  Saturday I went to the dealership to purchase a vehicle. I started the paperwork process but due to the notary closing at 2 pm. I was unable to take the car home. Insurance was obtained which delayed me being able to get the car on Saturday. I called Monday to be able to go get the car and was told no one was in to finish the paperwork, it would have to be Tuesday. Today 3/5/2024 I was called by Hunter. When I called back I was told it was a computer glitch for the price and the car could not be sold at the listed price. He said corporate told them not to sell the car because the price was too low. Then he said he can't sell the car at all.

  Business Response

  Date: 04/02/2024

  Complainant visited dealership on 2/28, we were unable to gain an approval for him with our active lenders, but Credit Acceptance was not set up yet due to buy/sell. On Saturday, 3/2,  we had CAC set up and called the customer to come in to work out the deal. Figures were agreed to, but complainant needed insurance (see attached signed work sheet). Customer was rescheduled. The team began loading the bank approval and found that the structure of the bank approval had discrepancies in cost and lender fees because some information had not imported correctly. Team reached out to the lender/support to have the data/feeds corrected.  Once all the information correctly imported the bank structure would not work for the vehicle ***** selected, the bank fees were too high to absorb or keep the approval viable. Dealership called the customer and explained the above to complainant. Dealership offered to try other cars in our inventory in hopes of obtaining a structure that would work. Complainant asked ****** twice if his price of the car changed and Dealership again to explained that the agreed upon ***** had not changed but once all the information was submitted to the bank,  the vehicle selected would not work with the bank approval and would require more money down .  Complainant stated "I am not interested, shred the paperwork", and then ended the phone call
  
   
  
   
  
   
  
  I have attached the signed work sheet from 3/2/2024 that displays the selling price of ******* as advertised during our March madness event. We would of course honor the pricing given to complainant if we could obtain a bank approval and structure that would allow us to move forward. Complainant would also have the option of obtaining his own funds or financing to purchase the vehicle.
  
   

• Initial Complaint

  Date:11/22/2022

  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 purchased a 2017 ***** ***** from Your Auto Source on 10/29/22. During the test drive, I noticed a creaking sound. When I mentioned it to ******, I was told it was probably rust from sitting and to give it time. That very evening, the check engine light came on. The next day I took it to Advanced Auto and had them read the codes. They advised me that the codes that pulled were for the Catalytic Converter. I called the dealer on Monday 10/31 and was told to bring the car back. I dropped the car off on 11/1 and the check engine light was still on. I was called on 11/2 that the car was ready to be picked up. I was given no paperwork and was not told what was completed even though I asked. I picked up the car and it drove worse than it did before I dropped it off. I text my salesman Hunter and he stated he would check into it. I was told to bring the car back in so I did on 11/3. The dealership stated they were trying to figure out what was wrong. They had my car until Monday 11/7 and ***** the manager called me with the service manager informing me they could not find anything wrong with the car. I picked the car up and not even 5 minutes into my drive, the check engine light came on again. I text the manager ***** who said great and advised me to bring it back in. I stopped at ******** to have the codes read and it was again for the Catalytic Converter. I dropped it off on 11/8 and picked it up with a replaced Catalytic Converter on 11/11. I still felt like there was more wrong with the car so I took it to a different mechanic on 11/19. He advised me that there was a bad oil leak, the front right boot axle had leaks, the rear tires were choppy and noisy, a refrigerant leak in the AC unit and silicone sealant was used on a valve cover gasket, which shouldn't have been used. I brought these concerns to the manager who dismissed them telling me he doesn't believe them, but he would have the car looked over. Stated they would only fix safety concerns and nothing else.

  Business Response

  Date: 01/03/2023

  Good morning,

  All consumer concerns relative to the Check Engine light were resolved.  Your Auto Source, at no cost to consumer, replaced the Catalytic Converter(see attached)...Check Engine Light codes have been cleared.  We have also addressed "cracking" sound-after diagnosis, it was determined that the Right Front CV AXLE and Right Front Lower Control ARM were showing signs of wear-these items were replaced at no cost to the consumer.(see attached)  We did also notice a slight, and not uncommon, leakage around the Engine Timing Cover.   Due to no drivability or safety concerns, we didn't replace timing cover gasket.   Also, to note,  vehicle  was sold with a 30 day warranty(attached), of which, covers Engine, Drivetrain components only.   All other mechanical diagnosis found would not be covered under this warranty, however we repaired rt front axle concern as Good Will to consumer.

  Your Auto Source has gone beyond the allotted warranty coverage as listed above and within the attached.   No further assistance will be forwarded at this time.

  Thank you.

  Customer Answer

  Date: 02/16/2023

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

  I was not satisfied with the businesses response, I am a busy single mom that works two jobs. I did not see that I had a message to review or I would have responded in a more timely manner. I just saw the businesses response last week and Was preparing my response to their response. I am not sure if there is anything that can be done at this time, however I again I was not satisfied with their response. They did not fix all of the issues and their response was quite rude implicating that they fixed all these issues for me. They knowingly sold me a car that had issues and I did not buy the car as is. I purchased a car with a warranty to which they dwindled the time around by telling me there was no issues and clearing the codes initially. I have had nothing but back to back issues with this car as I do not believe it was properly inspected and cared for when traded in. I have had multiple mechanics take a look at the car and tell me that I should have never been sold this car. I will never be buying a car from them again and they should be reported because they do not do things in a proper business way.

  Regards,
  
  
  
  ******** *****