Complaints

This profile includes complaints for THG Auto Broker, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  THG Auto Broker, Inc.

  8430 S State St Midvale, UT 84047-3637

• 

  THG Auto Broker, Inc.

  190 W Gregson Ave South Salt Lake, UT 84115-3702

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:10/02/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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.

  Purchase of a used car was sold with verbal information that proved to be inaccurate. The trunk of the car contained a full bottle of antifreeze and a full bottle of oil. We were told it was left over from a recent repair. Within one week of the purchase the car failed and was taken to a reputable repair shop. The oil was very old so there was no recent replacement of oil. The gaskets were completely worn. There was no evidence of any related repairs as explained in the selling process. The bill for repairs within one week was presented to the company and we were told the owner had to approve. We are seeking compensation for the repairs we were told had recently been completed before the sale.

  Business Response

  Date: 10/14/2024

  I am responding to a complaint filed against or Dealership on a Car that was sold on 9/12/24 drove approximately 700 miles and 11 days later when it incurred a mechanical breakdown. The customer called our dealership and explained what happened and provided to us an estimate of the repair cost by their mechanic shop in the amount of $1324.99 pre tax.(I have a copy of the repair estimate and can make that available as part of this complaint). I am the owner of this family owned  dealership and have been in business for 34 years, I was out of the country when the breakdown occurred and was made aware of the situation when I returned on October 4th. I looked at the repair estimate provided by the customer and had an  independent mechanic shop estimate the same repair at our cost in having the work done @ $690.00.  I feel it is important to state that we would never tell any customer that a service had been previously performed on this vehicle by the previous owner unless we had the records to support that or if we had performed the repairs ourselves. The customer purchased from this vehicle dealership for $4100 , which reflected a $400 discount at time of purchase and we fully disclosed that the vehicle was a used car and being sold as is without warranty .  I am truly sorry that the car had a mechanical breakdown after driven approx 700 miles, but there is no way for us to guarantee the reliability of a used car and how long it might last before breaking down  We are willing too offer a Good Will adjustment of $350 toward the repair estimate that you provided . 

  Sincerely, Tyler G******, Owner

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  We try to support family businesses but in this case we feel that deception was either the intent, or the sales person was just willing to say anything to make a sale.  This is a character problem we can not support.  During the sales process we questioned why the trunk was full of repair products.  We were told that was left over from a repair recently completed.  A third party mechanic says there was zero evidence that those repairs were done.  Perhaps the intention was to do those repairs, but the evidence did not support the claim.  The dealer knew we were on a tight schedule and took advantage of that.  

  We approached the dealer and NO reconciliation was offered.  We were told the owner was not available and we were drawn out weeks only to be told there was absolutely NOTHING they would do.  We were told it was our own fault for trusting them and not seeking a third party evaluation prior to purchase (even acknowledging we spoke about the repair debris)  

  If the dealer is acknowledging that they could have done the work for $690 dollars why is that not the offer to correct the issue?  That isn't even half what we paid to fix the problem that they knew about when they falsely represented the car's condition.  If they this business will not be honest up front, and correct mistakes made I feel people need to be warned that this business is not reputable.  

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

• Initial Complaint

  Date:02/01/2023

  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.

  THG Auto Broker Inc is actually located at **** ***** **, Midvale, UT 84047.
  Purchased a newer, low mileage $45000 used vehicle from this business from out of state. Their sales person(s) failed to disclose significant aesthetic damage to the vehicle, severely worn tires, severe misalignment, and that the vehicle had been smoked in. It can also be seen in the photos, they tried to cover up the damage as well with touchup paint. Since used-cars are sold as-is and I purchased sight unseen, my specific complaint is that they did not disclose these items despite my very specific inquiry regarding these exact aspects (scratches/dents/wear/smoke). They boldly falsified the condition of the car in these areas to me and now refuse to take corrective action or even reason with me. They divert into false claims the damage may have happened during shipment and that they sent videos and pictures of the damage I am speaking of. This is flatly false and I'm only requesting to speak with the owner of the business as a customer that just spent $45000, instead of their young front line sales that are possibly just wanting to keep the real sequence of events from their owner.

  Business Response

  Date: 02/09/2023

  I am responding to the complaint filed with the BBB on February 1, 2023 by a customer that Purchased a 2017 Chevrolet Tahoe from our Dealership on 12/20/22 from out of state. We agreed on a purchase price  of $41,408 plus $1000 Shipping to Kansas City was over $2000 less than our advertised price of $43,500. This price was agreed to, after our salesman sent pictures and a walk around video of the entire vehicle and answered all questions pertaining the vehicle. The customer was also offered that he could arrange  a third party inspection with a franchised dealer or mechanical inspection which is usually requested by out of State buyers and we would accommodate in making the vehicle available had this service been requested. We are a family owned and operated business for over 30 years and in no way have we ever not disclosed or tried to conceal any damages as this customer is accusing us of.  We provided our fair and honest opinion of this vehicle and agreed to sell for $2000 less than asking to accommodate the customer since he was out of state and to adjust the price for any imperfections that were discussed in the walk around video. I am willing to offer the customer good will of $500 of additional money if it helps towards making the customer feel better about the entire purchase.  Please reach out to me should you like to discuss this further and let me know how we can resolve this situation without calling our sales profane names and yelling at them through the phone . I am a reasonable guy and would like to come to solution if that is at all possible.