Complaints
Customer Complaints Summary
- 13 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/21/2024
Type:Service or Repair IssuesStatus: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 vehicle on the evening of October 18th, 2021 at *********. Our salesman *** assisted us in this purchase while working with 4 other clients. During this time, he came back and forth for a few seconds at a time telling us where we were in the process. We went over some numbers at one point where I asked for more for my trade in and a little more off of the purchase price. We came to agreed number. He came back again saying working on the paperwork. (all this over a 3.5 hour period) Finally he came and said, "I got you another $500 for you and got you a warranty". My husband replied, "like a warranty from *******, and he said yes." We signed all our papework and I admit we didn't read it, OUR MISTAKE. I had trust I didn't need to read it as I had purchased here before and was treated great and with respect and honesty. This time however I was not. They tacked on almost $3299 for the warranty he said he "got us". Never mentioned one time the price. There was also ZERO mention of another $595 tacked on for some GPS something or other. Never asked about, or told about or gave the option to not have. Upon calling the business and talking to the Sales Mngr, he said he told salesman to ask us about the warranty. I said he did not ask us. He said well I told him to, I said well he didn't. I said this falls against the law in ***** for not being honest in sales with consumers. He got all flustered and said he couldn't continue to have this conversation, I asked why not, he said he had to pass it on to the owner to call me and he hung up on me as I started to ask him what the name of the owner was. As of now, I have had no call back. I will also add the salesman *** told us the only damage to the car had been front end bumper repair. When in fact they had to replace the drivers front airbag because it deployed in an accident. Again, dishonest. I want the $3299 back from the dealership. My being dumb and not reading paperwork doesnt negate your dishonesty.Business Response
Date: 10/28/2024
****** *****,
It is my duty to speak the reality of the situation and convey only relevant facts. I have no desire to waste your time or efforts.
It is our intent to ***** and DELIGHT our customers. We go above and beyond in our attempts to be fully transparent, disclosing, and we make all reasonable efforts to be honest and fair in our dealings. I assure you that if you feel misled, confused, or ultimately unsatisfied... It is not intentional. We care deeply about our customers, whose business we want to earn now... as well as in the future.
As you mentioned in your complaint, the issues you have were disclosed to you in writing as part of the sales process. While there is much to discuss and go over during an automotive transaction, we cannot overcome your confessed failure to take seriously the contracts, disclosures, and agreements you willingly signed. The *** and GPS products that you are expressing frustration about are genuine products, properly disclosed, and have real value to you now and for the life of the vehicle you purchased. While you may regret your decision to obtain these things, I assure you that they are still of real value and encourage you to remember to use them going forward... as they are designed.
I ultimately apologize on behalf of Autolocity that you feel there was some deception or miscommunication. Your requested "dispute" was for some $30k+, I simply cannot move forward with any reasonable resolution as you haven't provided any path that could be reasonably taken, or provided any information that could be reasonably acted upon.
Initial Complaint
Date:08/28/2024
Type:Product IssuesStatus: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 2021 Trailboss in March from Autolocity. After being told the damage from the accident was cosmetic and the truck was repaired, I quickly found out after having the truck from a few months that I was lied to. There are multiple damages that were hidden from me including front bumper damage, two huge dents in the bed, tar on paint, exhaust tip damage, and a blown out coil over. The suspension damage is going to cost around 1k to repair. The coil over was obviously just reused even though it was the side of the vehicle that was in an accident. The whole reason the trail boss is a higher model than the Silverado is because of the suspension and they didnt even bother to fix it! The front bumper was missing multiple clips and was causing it to come off when driving on the highway. Overall theres over 2k in damages that I was unaware of. I decided to file a complaint after I had a disgustingly unprofessional encounter with one of the warranty guys which ended with him laughing at me and saying you know what, whatever man good luck. The least Autolocity can do is repay me for the suspension damage which I was blatantly lied to about.Business Response
Date: 08/29/2024
**********************,
It is my duty to speak the reality of the situation and convey only relevant facts. I have no desire to waste your time or effort.
It is our intent to AMAZE and DELIGHT our customers. We go above and beyond in our attempts to be fully transparent, disclosing, and we make all reasonable efforts to be honest and fair in our dealings. I assure you that if you feel misled, confused, or ultimately unsatisfied... It is not intentional. We care deeply about our customers, whose business we want to earn now... as well as in the future.
I am sorry that you've had a poor experience with your service contract provider. We normally hear only great things about them and how they work with our customers post-sale. The relationship is between You and Them, so I can't resolve that in anyway, but I do hope that future experiences end up being more pleasant.
Despite ample amounts of hard work, careful considerations, and truly ethical and positive moral motivations... Used vehicles are complicated machines with hundreds or thousands of complex moving parts. There are risks associated with the purchase of any used car/truck - and despite our best efforts - there is no such thing as a "Perfect" used vehicle. If your purchase was a branded/salvage/rebuilt vehicle, we kindly remind you of the significant discount likely taken advantage of - in exchange for a reasonable and fully disclosed increased level of some risks.
The vehicle You purchased was sold AS IS. Meaning Autolocity is under absolutely no obligation to provide any financial support or coverage for repairs perceived as needed or justified... regardless of any circumstances or situations. This is in effect from the moment of sale and into perpetuity. Multiple documents explaining and disclosing this were signed and agreed to as part of the sales process. It is the obligation of the Buyer to verify the quality of the product they are purchasing before they willingly sign and accept these terms. Even if done remotely and/or electronically, it is still valid and without dispute.
Reaching out to your selling dealer some 5 months later demanding coverage or compensation simply isn't contractual, appropriate or realistic. Thus, I am obligated to respond saying that we won't be willing to offer the compensation you are requesting.
We offer our most sincere apology for any frustration or unmet personal expectations. We are hopeful that in time, you'll ultimately be satisfied with your purchase. We'd love the opportunity to earn your business in the future if possible.
Customer Answer
Date: 08/29/2024
Complaint: 22209201
I am rejecting this response because:
Sincerely,
*******************************Just like you said vehicles use thousands of moving parts and are complex machines. Finding things wrong with a vehicle months down the road is very common when it isnt properly fixed. Slapping broken/damaged parts back into a vehicle that was in a wreck, then claiming it is fixed is slimy. Then also claiming its not our intent is a flat out lie, its Autolocitys game, many other customer complaints confirm this is the type of business you guys do. Its just a bandaid technique to sell your vehicles and claim no responsibility when the junk parts you guys re-install evidently fail.
There was zero intent to be fully transparent and disclosing when selling me my vehicle. I obviously wouldnt have bought it knowing there would be thousands of dollars in repairs not even after a year of owning it. Its also why none of the damage was visible in the pictures I was given or told to me up front.
I never claimed Autolocity was contractually obligated to do anything for me and I also never demanded anything. Proof reading is key. I was lied to about the state of my vehicle. You guys said it was repaired and inspected but it obviously was not. To make it right I said that reimbursement for the repair is the least you could do. But apparently doing your best to AMAZE and DELIGHT your customers is not your intent.
It amazes me a company that lacks honesty, accountability, and just basic integrity and morals is able to stay afloat. Well done.
Initial Complaint
Date:07/12/2024
Type:Service or Repair IssuesStatus: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 branded vehicle from here April 17, 2024. As of July 12th the Lienholder has not received the title from the dealership so they are unable to provide it to the Arizona ***. As of today my second temporary tag expires and I have yet to receive another one. I called on July 3rd to notify the title department it was near expiration and I would need another one as the *** does not have the title to register my car in *******. The woman I spoke with told me it has time. Well will a long holiday weekend I now have expired tags and when I called again today to notify them, I was told to just continue to drive it, Ive never heard of anyone getting pulled over for expired tags when I asked if she was willing to pay the ticket she told me yes, it isnt a moving violation so it wont go on your insurance. I have called numerous times asking the status, every time I was told we are waiting on your title to be sent back to us. Today for the first time I was told they dont get the title back, the lienholder has to send it to the ***. When I called the Lienholder they said the dont have the title, and that it is concerning since its been so long. When I reach out to the dealership they no longer answer my call or respond to my voicemail!! So now Im out $45k+ and getting absolutely no help from the dealership in regards to legally driving my vehicle!!Business Response
Date: 07/15/2024
*******,
My name is ****. I'm the ** here at Autolocity and have extensive experience in the titling realm from years of experience as a Title Clerk myself in times past.
I apologize for the frustration and poor communication up to this point. Title work is always a complicated and time consuming process... only emphasized by Branded/Salvage and out-of-state sales! Ever since ****** ********************* like DMVs have been taking well over double the normal timeframes to process titles/registrations. What used to take 2-4 weeks, now takes 2-4 months... and there seems to be nothing we can do to improve this. Even to this day the DMVs and other Government ran organizations blame "Covid" and its simply exhausting.
To be ******* clear on what has happened so far and what is should happen going forward (Normal processes). Immediately after we received funding for your purchase, and as was disclosed and explained to the best of our ability in our "Out of State Title Policy Form", we initiated the process to change the ownership as shown on title from previous owners to You. We also, as required by law and Lien Holders expectations, added the appropriate lien to the new title application. This process (which used to take 2-4 weeks...) now takes anywhere from 2-4 months. The State of Utah doesn't offer longer temporary registration tags to accommodate their inability to properly process titles/registrations in a timely manner. So we've done what we can to bridge that gap and provide aid.
Once this title work process is completed, the perfected title is sent to the Lien Holder. Based on the information/timeframes you've shared, this could happen any day. Please continue to follow up with and check on this status by reaching out to your Lien holder regularly.
Once they've received it, You'll need to coordinate with them on their process to send/release that title to your DMV for normal registration processes.
I again apologize for the difficulty and slowness of this process. The last thing we want to do is upset or frustrate our customers. We want to earn your business now, and in the future. We'll do our very best to provide any help we can as these time consuming processes finish up.
Customer Answer
Date: 07/15/2024
Complaint: 21982512
I am rejecting this response because:I am currently driving with an expired temporary tag. I called July 3rd to notify your title department that my tag was nearing expiration and I would need another temporary tag until the title has been received, the response was I had plenty of time thats next Friday yet I have not received another temporary. Was advised by your title department to drive it illegally as the one I spoke with wasnt there so she couldnt confirm if one has even been issued/sent to me
Sincerely,
*************************Business Response
Date: 07/16/2024
Another temporary tag was sent out to you last week. You should receive it any day. You may already have received it. Please check.Initial Complaint
Date:03/31/2024
Type:Service or Repair IssuesStatus: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 the evening of March 23 2024, I purchased a 2021 Subaru Ascent from Autolocity Motors in Ogden Utah.
I test drove the car and chose to purchase one despite the oil needing to be changed by noticing its translucent brown appearance on the dip stick, a strange thing that should have been addressed in their inspections, but it was near closing time and I could change the oil myself.
When speaking with my salesman, I inquired about the optional warranty and he would not ballpark any numbers claiming that there was only a $200 difference between the bronze and gold warranty packages, and the price was pro rated to each specific vehicle. I signed papers and felt quite rushed as the salesman grabbed for papers as I was signing and I failed to see a $1999 charge for a cosmetic warranty package that was never discussed nor wanted, and did not see the charge until after getting home the next day.
Before leaving the dealership to load the car on the trailer, I noticed that the tank was still empty despite being told they would fill it up which has always been a custom of any other dealership I have bought from. I confronted the salesman about it and he told me to follow him to the gas station and he only put 6 gallons in a 19 gallon tank.
I arrived home and the car would not start and I was directed by the service manager to take the car to a mechanic to be diagnosed and repaired. I noticed that the car had a completely loose ground terminal on the battery, and that someone had tried to mar the post to get better contact. The mechanic did some digging and found that Autolocity had issues with the car not starting before but chose to sell it anyways. A car that does not want to re-start is not what I would consider safe or reliable according to their motto, and undermines their supposed 3 phase safety inspection and 150 point check. I have attempted to contact the business manager every day for two weeks with no success. Autolocity has in no way earned my business.Business Response
Date: 04/01/2024
Mr. ******,
We offer our apologies that you are unsatisfied with your purchase. We have communicated with you that the vehicle you willingly purchased is not returnable or payments refundable under any circumstance. We've relayed this information to you multiple times.
In regards to your complaint details, the Sonsio product you are referring to being unaware of was disclosed and discussed with you not once, but on 3 different documents. The bill of sale line item 5, the TC-466 Transaction Disclosure Form line 4d, as well as the coverage details page labeled with Sonsio Vehicle Protection at the top and all throughout. All of these documents signed, as well as the overall purchase of the vehicle was done willingly and with intent. The vehicle was sold to you AS-IS, and you willingly accepted these terms, conditions, and products.
We've reviewed the documents and there was no promise of a full tank of gas on the "We Owe", which you also signed.
We are happy to see that you wisely purchased coverage for your vehicle as part of the sale facilitated! The coverage is meant to help in times like what you've explained. If your vehicle does develop an issue, now or into the future, you should always attempt to obtain as much coverage from the service contracts you purchased as possible!
Ultimately, and as we've communicated to you already, we cannot facilitate your request to return or unwind the purchase you made.
We wish you the best with your vehicle, and hope it will serve you well into the future.
See attached documents for confirmation of all explained above.
Customer Answer
Date: 04/03/2024
Complaint: ********
I am rejecting this response because I was not in fact notified multiple times as claimed that no refund was possible because of Autolocitys deceptive and dishonest business practices. I do admit that I should have paid closer attention to the paperwork that I did sign concerning the Sonsio warranty, however, my salesman did not once mention the warranty prior to or during signing. He quickly peeled papers away with minimal explanation. I believe he felt he could take advantage of a rushed situation because of the late hour completing the purchase. I have not been able to contact customer relations or any manager despite multiple messages and inquiries.Autolocity pledges to provide safe and reliable vehicles that are inspected thoroughly. This is not the case, because if this were true, the mechanics would have fixed the intermittent starting issue when it first occurred but instead put the car out on the lot for the customer to deal with. Also, your mechanics would have fixed the loose battery connection instead of attempting to mar it and pray the connection was good enough. As a side note, I noticed on a Kia Telluride that i test drove that was in a rear end collision that the spare tire was missing, and when I pointed that out to the salesman, he shrugged his shoulders and did not seem concerned. Autolocity is clearly not committed to their pledge to provide safe and reliable vehicles, or providing reasonable, transparent and decent customer service but depends on their As-Is sale to shield them from any culpability.
Sincerely,
****** ******Business Response
Date: 04/08/2024
Mr. ******,
We understand your complaint, we will do our best to audit our internal processes to try and make our customers feel less rushed. There are always risks associated with purchasing used vehicles. We wish you the best with your vehicle.
Customer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because I do not believe that Autolocity is operating ethically by providing goods and services that are promised through their advertising.Autolocity was aware of prior issues with the vehicle and at a minimum preformed a sub standard inspection of the vehicle. There is clear evidence in multiple instances that reflect that truth.
The fact that nobody with any influence at Autolocity is willing to have a discussion with me over the phone concerning these issues, or come to the table to negotiate a reasonable agreement is emblematic of the unethical nature of this company.
It would be one thing to have an issue with the vehicle months or years down the road that could be tacked up to bad luck or an unseen unknown issue that is undetectable to a mechanic, Autolocity had forknowledge of a problem and went against their pledge to provide a safe and reliable vehicle to obtain a sell.
A customer that pays for a good or service should receive that good or service, which is why there are laws pertaining to false advertising. Autolocity has not even attempted to come to an agreement, or any sort of middle ground as they should.
Sincerely,
****** ******Initial Complaint
Date:09/09/2023
Type:Product IssuesStatus: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.
NEVER BUY A ***** FROM THIS DEALERSHIP! NOT ONLY ARE THEY TESLA STUPID THEY ARE DISHONEST, DECEIVING AND NON-CARING AFTER SALE. MAIN GOAL WAS NOT ONLY TO JUST GET US TO SIGN THE CONTRACT BUT TO SELL US $8000 WORTH OF WARRANTY INSURANCE! $700 GPS...BS required!?? On August 30, 2023 we seen a 2020 ***** Y advertised for sale by Autolocity Motors in *****. We traveled over 200 miles, 3+ hours to reach the dealership. Before we left we contacted the dealership and told them to make sure they had the vehicle fully charged so that we could make it back to home to *****. THEY DID NOT... because they could not! Long story short we made it 40 miles and had to recharge, which would of been okay if the car was able to be charged like a non-wrecked *****. A wrecked Tesla requires a TESLA INSPECTION before their software allows it to be Super Charged which means you can get another 100 to 200 miles of battery life in 20 to 30 minutes. They gave us a car capable of only charging 1 mile of travel time for each hour of charging time! A critical $30 charging adapter was not included which would allowed us at least a 10 to 20 mile an hour charge time. It cost us $150 for a motel room that night stranded 170 miles from home. We are in our 70's, In our paperwork we hand wrote, per their instructions, that if the vehicle did not pass a Tesla Inspection, which they would pay for, they would fix any needed items at their cost. This paper was not given to us when we were given copies of our paperwork. (My grandson took a pic of it though because he didn't trust them) It was also put in the paperwork that they would fix the broken windshield BUT NOTHING ELSE was added ! How convenient for them, Unknowing to us they deleted the part about paying for the Tesla inspection and items needing fixed that the inspection revealed and putting in its place that nothing else was covered. Their, leave us a review link to us did not work. Sales manager never called back! Maybe a lawsuit?Business Response
Date: 09/11/2023
*****,
Its difficult to respond to this complaint. My name is **** and I'm the ** here. I talked with your son/grandson just a couple days ago about how to properly request a transfer of ownership on the Tesla you purchased. Our conversation was pleasant and proper. Nothing of what you just listed out was mentioned on our call. Perhaps He didn't feel it the right time/place to discuss... but I wish he had because I could have easily answered the concerns you have made here. We aren't "Tesla Stupid"... as you repeatedly insulted.
Your vehicle has multiple ways to charge. Teslas can charge one of 3 speeds: 110 V (normal wall plugs), 220 V (think dryer / electric stove plugs), and supercharging. Supercharging stations are controlled by the 3rd parties who build them and vary in charging speed based on lots of factors. Your vehicle should (with that adapter you mentioned) be able to use non-tesla 3rd party supercharging stations. It is apparently *****'s policy that they block the ability for *****'s who meet certain criteria (perhaps a branded title has been issued) from being able to use Their charging stations. This is a TESLA decision, one we cant control or influence in anyway. The vehicle has the ability to take the charge... ***** is restricting their stations ability to charge at them. How convenient that they offer a way to pay them money to restore the ability to use their stations.
The vehicle has the ability to take the all available charging options. We can't control the decisions/policies of the supercharging station providers. It is very possible they change their policies again in the future. Tesla restricting their stations from charging certain vehicles is a recent development. Only within the last year or so... as far as my limited research just informed ******************************* care about our customers a great deal. The last thing we'd ever intentionally do is deceive or take advantage of a customer.
I would be happy to reimburse you for everything you've mentioned, minus the tesla inspection/repairs... for now. Tesla even offering an inspection in order to "Un-blacklist" a certain vehicle and authorized it to use their charging stations is news to Autolocity. I wasn't even aware they offered such a thing.
Once you've had this inspection completed, I will offer to Potentially Reimburse the cost of this. I have no idea what it entails, the costs, or processes related. I ask that you simply email Me directly at: ******************************* copies of all relevant information, invoices, reports, etc. so I can review and make a reasonable decision.
Assuming things are reasonable and you share with Us the process and results of this inspection, I will offer some kind or full reimbursement. We could use the information you provide to help navigate and learn how to better process and understand branded/salvage title Teslas in the future. It is a very complicated and fast changing space.
I make these offers out of GOOD WILL, not obligation. You willingly purchased your vehicle AS IS, reviewed and signed all relevant documentation stating so out of your own free will and choice. Nothing was forced upon you. Please don't take this the wrong way, I am simply required to state these facts as they are true and binding. I do want to help you guys out, and I am willing to do so. Lets simply move forward and I'm confident we'll end up with positive resolutions and any hard feelings resolved. This isn't the first complicated scenario we've delt with, Used cars with branded titles is a complicated space... It wont' be the last complicated scenario! I will do everything reasonable to take care of our good customers... which includes the ****** Family.
Please remember to reach out to me via EMAIL: *******************************.
Please note: I will require a positive resolution of this complaint as condition of reimbursement payments.
- **** (**)
Initial Complaint
Date:04/12/2023
Type:Product IssuesStatus: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 Friday Apr 7th, 2023 My wife bought a rebuilt titled 2016 ****** Sequoia 4x4 Platinum from Autolocity in ***** **** for $37,090. The salesperson ***** was untruthful and vague from the start. I didnt realize his lies until later. She had pressed ***** about the history of the vehicle and he would dodge the questions and change the subject saying it was a great car, she unfortunately chose to trust him. ***** never produced a carfax or details about the repairs done to the vehicle. ***** also said we HAD to buy a gps unit that they install on all their vehicles that was a $600 upcharge. There was no option to decline. ***** has still not registered the gps to my wife nor sent instructions on how to do it ourselves. A test drive will not reveal life-threatening issues from shoddy frame repair or substandard replacement parts on key safety components such as brakes. We experienced severe brake vibration on the way home towing a 750 lb motorcycle and small u-haul trailer. This vehicle has a ****lb towing capacity. It should not suffer from towing a motorcycle trailer. It was after this that we became concerned about the honesty of our dealings with Autolocity in ***** ****. My wife called Autolocity on Monday April 9th to request the carfax which revealed a total loss accident. I also found a review on ****** ;" ***************************** (Necralite)Local Guide21 reviews7 photos 11 months ago I got into an accident and in the process of the claim some serious safety issues were exposed from a shoddy repair that would cost us **** to fix along with the fact that had the accident been worse it could have killed my wife in the passenger seat due to the bad previous repair. You truly dont know what your buying it could be something that kills your loved ones on top of a great financial burden. They will not disclose the repair process done to a rebranded vehicle so dont think you can do your homework to cover your bases. We will be contacting the dealership to give them a chance to rectify the issue but I'm not holding my breath. So for your safety don't buy from here ever.Edit: 4/26 Its been some time and we spoke to **** the ** and a solution was provided by him and the issue was resolved. "I also have contacted the ** **** and he simply stated that he does not wish to issue a refund. He gloated that he has that power. My wife has zero confidence in the car after experiencing the severe brake vibration and dishonest sales tactics. We simply want to return the vehicle. If it was a safe car and they had been upfront about it then we would be happy customers, but they lied and did subpar repairs as evidenced by the poor brakes.Like I mentioned before, a test drive could not reveal the brake issue. It wasn't until i was taking the trailer down a pass and went to slow down that the inferior brakes revealed themselves. All we want is to return the vehicle for a full refund, nothing more. The ** offered no resolution. Zero. This after a 12 hour motorcycle ride thru 27 degree weather on some passes. It all would have been worth it if we just received honest service, but all we experienced was deceit and disappointment.Business Response
Date: 04/13/2023
*****,
I'll start with the basic and most relevant information.
Your Wife and Yourself personally inspected, Drove, and willingly purchased this vehicle AS IS. To say that we were dishonest and lied is, if were actually being honest, pathetically entitled and moronic. No one forced you to purchase anything, you did it of your own free will and choice. As you've now contacted several people here at the dealership stating a variety of non-serious, small, and ever-changing concerns, I honestly have no idea which of your stories to believe or what is really going on that has lead Your Wife and Yourself to experience such intense buyers remorse. As you verified... in person... and as far as we also know, the vehicle you purchased is in fine condition and will treat you well. I hope you'll come to the same feelings as time goes on... but regardless, you purchased a vehicle AS IS. There is no returns, refunds, or anything in that manner available in this scenario.
In response to your grave offence of not receiving a printed Carfax... the Carfax to literally every vehicle we have advertised and on our lot is available to the public, for free, at the click of a button. Each individual vehicle on our website has its own Carfax report linked to it and can be clicked on, fully accessed, printed, saved, etc. at anytime... by anyone.
In response to your claim that we didn't disclose the repairs related to the "rebranded vehicle", what you said is completely not true on 3 counts. 1. We advertise on each vehicle its history openly, fully disclosing the vehicles title type and giving notice of its potential history. (This is not required by law FYI, we do it because we believe in being fully transparent and honest) 2. You were explained this during the sale process and confirmed, in writing, your understanding and our disclosure of these facts by signing the Notice of Salvage Vehicle or Branded title disclosure, the AS IS statement, AND the waiver of service contract. 3. We didn't repair this vehicle from its damaged state. When we acquired this vehicle, it was already fully rebuilt and was ready to be issued a **** Rebuilt/Restored title. Disclosing the repairs you are mentioning is literally impossible... because we didn't perform them and have no specific history of them or means to acquire them even if we wanted to.
All of this being said, I'll conclude by saying the same thing I said on the phone... you may not recall as It was hard to communicate between your constant cursing, cussing, and personal character attacks...
We are sorry that you are, for some reason, unsatisfied with your purchase. Per **** State law and the purchase being AS IS, there is nothing that can be unwound or undone. The deal is final and any attempt to unwind it would be an attempt to violate the clearly written contract and documents we both willingly signed.
If you simply cannot live with the decision you knowingly and willingly made... then perhaps you could sell the vehicle and buy another. Please do not contact us further unless you can do so in a positive and respectful manner. I will not tolerate your demeaning, cussing, childish, and ***** personal attacks of character or allow you talk to my staff that way either. You can reach me personally by email at *******************************.
Customer Answer
Date: 04/14/2023
Complaint: 19925816
I am rejecting this response because:1.) It appears **** didnt even bother to read the complaint. He failed to address the safety issue concerning the severe vibration coming from the brakes. The test drive did not reveal the vibration. It was only apparent when going down a grade with a trailer. This is a safety issue and should not be included as a buyer beware type of issue. Any prudent car dealer would make sure the brakes are in perfect working order. ****'s company Autolicity failed in this regard, which again makes me fear they knowingly sell unsafe vehicles. Which is unacceptable. **** never once defended the safety of the vehicle nor did he deny his salesmen are instructed to be loose with the truth. As is written in his response, No accountability for the safety of the vehicle, he is NOT concerned. His response is " non-serious and small " that is how he characterizes the concerns. Pathetic. He got his check that is ALL that matters.
2.) There is a history with Autolocity specifically when it comes to selling cars that are unsafe. As I referenced the ****** review that states that exact circumstance with pictures of the inferior and unsafe repair done to a vehicle that ****'s company deemed " safe ," this fact is referenced in my original complaint. I also want to note that I find his response condescending, snarky and arrogant. Exactly what i experienced on the phone with him. Additionally the man does not even take the time to proof read his own response, there are numerous grammatical errors and fabrications, he states i said " rebranded vehicle, " I never used that term. This is the same carelessness of character that makes me believe they do not do their duty and make sure their cars are safe.
3.) His salesman ***** flat out lied and fabricated a story that he found a rear vanity cover for our vehicles tow hitch, he said it was the wrong color. I took him at his word but when i researched it later i found that ****** does not in fact make vanity covers for Sequoia trucks. They don't exist. It is this simple breach of trust that leads me to believe that the Sequoia may in fact have serious issues that they knowingly pretend to have no knowledge of by hiding behind the cover that all repairs are done by a 3rd party. Given their history of selling unsafe vehicles as well as lying about trifle things like vanity covers and not going over the carfax with their customers line by line at the time of sale, I feel i cannot trust them. I think they still actively and knowingly deceive customers.
4.) If I have the vehicle inspected by a neutral mechanic and that mechanic finds the vehicle has in fact unsafe brakes or repairs, I want a full refund. Selling cars that are unsafe should not be allowed to continue.
5.) I offer no apologies for being vulgar with a man who knowingly sells unsafe cars to the public. Peoples lives are at risk. That is no exaggeration.
Sincerely,
*******************
Autolocity is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.