ComplaintsforAutoSavvy

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 16, I bought a 2021 for expedition xlt. The purchase process was kind of smooth we got the car. Exactly 6days later on March 22 we traveled 50milles south of town on the way home we drove the whole 50miles without stopping. On the way the car transmission began to over heat. We stopped the car my husband checked it and saw smoke and some fluid leaking. I call my local auto savvy told them what happened was told to text this number and just to take the car home till customer service reaches out I told him no I would be there in 15 minutes car was still cooling off but i would be there to give them their car back. I show up told again text this number and to take the car home, said I will not drive the car like that and I just want my money back its been 6 days! Was told to wait he will talk to manager. He comes back says the same thing again several times I request for the manager 3 times he never comes. I tell them i need a loaner sales did help get a loaner when the manager didn't want to give one and expected us to walk home. Monday comes no update Tuesday nothing Wednesday I call stay on hold for 50min im in the area so I stop by. I ask for manager several times still no one. A man walks out.its the manager told him I've been waiting and to talk to him for days now. Told him I want my money back. He said he would check comes back it a tyranny gasket. I say again I don't want the car. the car shouldn't have been sold told im stuck with car. I leave I go back with my grandparents they helped me get the car they want the sale canceled. They come yell at us and cuss I refuse to give the loaner back after that because I still have no car says they will call police said fine im calling corporate I just want sale canceled. cops show up me and my grandparents who are 70! are almost arrested the whole team said we told them we would blow the place up we were trespassed cops say sorry several times we leave. Waiting for corporate to call now We didn't deserve this!

  

  Business response

  04/03/2024

  ******* ******* was trespassed from AutoSavvy Santa Fe on 3/27/24. This is shown in the images uploaded with this complaint. Authorities in Santa Fe were contacted after threats of physical violence were made to the staff and employees of AutoSavvy Santa Fe. AutoSavvy service, customer service and retail teams did what they could to assist prior to these threats. We will no longer be working with this customer for the safety of our team.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: no one made threats to harm your workers. They LIED to police and made those fake accusations because I was very persistent to be helped and I kept going in to be helped or to ask for a refund and they didn't like that I was there asking for help! I couldn't get a manager for several days if they helped me the firs time when i took the car bac when it broke i wouldnt have been back! Also If the threats were true on our end the police would have arrested us as they planned on doing before they had arrived to the scene! After they did their investigation they concluded no threats were made! There's a case number and case report if you would like it I can provide it to customer service. Also after AutoSavvy serviced my car it came back damaged. The rims were freshly painted when bought and when I got the car back there's chunks of paint that were scrapped off and looks like it possibly happened when it was going on or off the mechanic lift. I whole heartedly swear that no one made threats and I can prove it! I don't deserve this as your customer and this has been the worst buying experience ever and has been very traumatic. I would like to be contacted via telephone and actually talk to someone I have been trying since all this happened! I even called when i was there at the store and a employee was on the phone with me the whole time when I told them they threatened to call police. Also every person I have talked to with autosavvy assures me this will be taking care of and they re sorry for my experience but when I try and reach back out the next day there is no contact! I will prove money innocence and I will let it be known that it is not ok to disrespect customers like that especially after they have made a purchase! I hope to hear from you autosavvy I really do!

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

  

  Business response

  04/09/2024

  As stated, AutoSavvy did what we could with this situation prior to this complaint being opened, and eventually had to trespass the customer and others from our property due to the situation escalating to threats of violence. For the safety of our staff we will not be offering further assistance or communication. This complaint should be closed by the BBB since AutoSavvy will no longer be working with this individual towards their desired resolution.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Chevrolet Traverse from AutoSavvy on February 17, 2024, for $48,150,01. The vehicle was sold with several issues at the point of sale. AutoSavvy is committed to selling the car being fully functional w/o any defects. However, the vehicle has several: - 1 damaged passenger-side front tire - damaged exhaust system - damaged serpentine belt - damaged radiator All the above needed to be replaced. I am asking for the repair costs to be refunded/reimbursed for the issues that were not addressed at the time of purchase, totaling $5467.83. This includes the above items listed.

  

  Business response

  03/07/2024

  Our Fixed Operations Manager reports that you have a time scheduled to bring your vehicle to our Windsor location for diagnosis and repair.

  Customer response

  03/11/2024

  
  Complaint: ********
  
  I am rejecting this response because: I've been told several times by the business that they will call me to setup a time and date to have the vehicle repaired but no response.  There are specifically 3 repairs that still need to be made, 1) the exhaust system replaced, 2) the radiator replaced and 3) parts necessary for wheel alignment. In addition, I should be reimbursed for these repair items that were damaged at purchased and needed to be replaced, the passenger side front tire and the serpintine belt. Lastly, I paid $1100 for the car to be shipped to my location and the cost was $750. I have yet to be reimbursed for the difference in shipping.
  
  With the exception of the parts needed for the front end alignment (note that it failed as well), all of this is documented in the attached files.
  
  Sincerely,
  
  ******** ********

  

  Business response

  03/14/2024

  Our retail director, Josh has been communicating with you on this issue. He has informed us of some of the details surrounding your vehicle. He's let us know that AutoSavvy will be providing coverage for the issues that you've been experiencing, however, we'll be handling those repairs at our Windsor location. He mentioned that parts had been ordered at a different shop prior to AutoSavvy giving any sort of authorization. Because authorization was not given we will not be providing coverage for those specific parts or covering any restocking fees that may apply. Again, this situation and resolution is being handled on our side by Josh and you are free to contact him for more details.

  Customer response

  03/14/2024

  
  Complaint: ********
  
  I am rejecting this response because: Due to the severity of the issues and delays in responses from AutoSavvy, I proceeded with getting the issues resolved by Fowler Chevy dealership. In fact, it was your customer service agent, after I initiatiated the repair process, That finally reached out to me and said AutoSavvy would work with me to resolved the issue. The initial contact from the customer service agent did not mention a repair facility or that I should postpone the repairs. Note the vehicle went in for service on the morning of March 6 at 7:30am. I sent my initial communication to AutoSavvy Detroit after being told by the dealership what the issues were and the cost to repair at 10:57am. I received an apology from AutoSavvy Detroit at that afternoon via text but nothing regarding repair authorization. That text was sent on March 6 at 6:07pm. Another apology from AutoSavvy Detroit was sent by a differenct person the morning of March 7, at 8:57am. Note all of the times are in Mountain Standard Time.

  I did not receive a call from AutoSavvy customer service until March 7th at 9:28 am, during which I explained the situation to the agent. However, there was no mention of authorization for the repairs, despite me already having commenced the repairs due to their severity. A follow-up call from the agent occurred at 10:17 am, during which they mentioned speaking with the dealership's service department and reviewing all the issues, including the ordering of exhaust parts. Yet, there was still no mention of required authorization to proceed with the repairs during this conversation or in the subsequent follow-up call with me.

  
  On Thursday afternoon, March 7th, I was informed that any remaining repairs might be carried out at an AutoSavvy location in Windsor, CO, approximately 90 minutes away from my location. However, no definitive course of action was agreed upon by management. Despite reaching out to AutoSavvy multiple times on Friday, there was no definitive response. Frustrated by the lack of urgency, I sent a text to AutoSavvy on Monday, March 11th, at 1:31 pm, expressing my concerns about the perceived lack of seriousness from management. It wasn't until March 11th at 2:13 pm that I finally received a call from someone representing management.
  

  During this call, I was informed that repairs had to be authorized before AutoSavvy would honor and reimburse them. Consequently, a 35% restocking fee was imposed on the parts ordered by the dealership to repair the vehicle, which AutoSavvy refuses to reimburse due to lack of authorization. My contention is that if this requirement was indeed the case, it should have been communicated on March 6th. There was a sense of urgency on my part to ensure the vehicle's safety, yet AutoSavvy did not demonstrate the same urgency in their response.

  In addition, there still has not been a reimbursement of the $350 overcharge for shipping to vehicle.

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

  

  Business response

  03/20/2024

  We apologize if you felt like our time to make a coverage decision was not quick enough. However, without the authorization AutoSavvy is under no obligation to provide reimbursement. We acknowledge the need to for coverage in this situation, and have informed you that we will provide it. The coverage will be provided via our shop in Windsor, CO. This situation would be the same with any other warranty/service coverage at other dealerships or shops, meaning that authorization has to come before reimbursement is made.
  

  Customer response

  03/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: I respectfully disagree with the response. It seems that there will not be a resolution in regards to the reimbursement.
  
  Sincerely,
  
  ******** ********

  

  Business response

  03/22/2024

  Our team is mailing the check for the shipping discrepancy reimbursement today. It will be sent from our Detroit store this afternoon.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the car on 12/27/23 on 1/20/24 the car was already having problems took it in to a different dealer and they told me that they shouldnt have even sold me this car in the condition it was in. The car had multiple missing nuts and bolts, some of my coolant lines not even put together properly, and my intake is broken. Took it back to auto Savvy and they told me that the dealership didnt know what they were talking about. Once I got the car back saw multiple things that werent fixed and AutoSavvy didnt want to tell me what type of work they did to the car I tried to talk to the manager but he was to busy that day he said. Now on 2/12/24 I had a new check engine light for the crank shaft and the cam shaft, called AutoSavvy and they said they didnt want to fix it even with the warranty on the car. I have asked to speak to the manager many times and I get hung up on. I had even told them that have to honor our warranty we had with them and they told me that they know but there not gonna do it I asked why and got hung up on.

  

  Business response

  02/22/2024

  Here are the notes from our **************** team on this vehicle, "********************** fixed the *** (Check Engine Light) by replacing the O2 sensors, the right and left side gasket covers were replaced along with the tube seals to fix the oil leak. The missing bolts on the vehicle were installed and torqued to specification and they also fixed some exposed wires. The vehicle was taken for two road tests once before and once after repairs were made. No issues were found on the road test. The vehicle has good acceleration and stopping. It was found that the manual transmission shifts as it should and the clutch has good travel and good engagement. The suspension doesn't have play and doesn't make any abnormal noises. On both road tests, there were no feelings of an engine misfire. Once the repairs were completed, ***, our location GM had given the keys and repair order to the customer, he wanted to be walked around the vehicle and shown all of the repairs made to the vehicle. We did not have anyone available to do so, so *** told him that would not be possible, and that all of the repairs made were listed on the ** for him. He then told *** to go F himself in the showroom in front of other customers. *** followed him outside and told him he was no longer welcome on the premises. *** then placed a call into the police department because he was not leaving, but by the time police had showed up, he had taken off."

  You are welcome to message our customer service team at ************** about any other issues that arise. They will provide clarification on further service due to past behavior at our place of business.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my ***** Civic 2021 EX - L to a repair facility to have a coolant flush done They told me my tranmission was leaking and needs replacement. I contacted AutoSavvy to verify warranty and I have the 5 year / 100k powetrain. However the service advisor told me they declined the claim. He also mentioned there were scraps all over the transmission pan. When I first purchased the vechicle they told me the transmission and engine were a guaranteed.

  

  Business response

  02/28/2024

  I've contacted our customer service team about this complaint. They have been communicating with Endurance and with **************** that diagnosed your vehicle. We have obtained a copy of your estimate. According the to **************** there is nothing mechanically wrong with your transmission. The issue is with a leaking seal/gasket on the transmission, more accurately a leak from the main seal at the bellhousing. The specific service shop you took your vehicle to does not offer reseals of transmissions, and so the estimate is for a new transmission or a remanufactured transmission.

  We have also contacted Endurance for clarification on their denial of your claim. 

  Please contact the AutoSavvy customer service team by text at ************** or by email at ******************************************************** for more details.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2018 **** Focus on 10/2023. I was told that it was branded after I mentioned that I was at another dealership who also had branded cars, but was NOT intersted in purchashing due to issues they may have. I was then told by the sales *************** ( who showed me a drawing of car with highlight by door to show me it was hit ONLY on the door) I questioned if there was any other damage and he promised me that was the ONLY damage, which on top of miles, price and warranty included with purchase made me say ok. I also purchased an EXTENDED Warranty per their push. A week or so later I began noticing things wrong inside as well as rough start when excelleration, which since i lived close I would just take it there and the service guy fixed a few internal things,but said the external was due to it being a turbo car, which again, I took his word for it. I would still make my complaints to loan place, AUTOSAVVY, and people because to me something was not right. FAST FORWARD to January 22, 2024 oil light came on so took vehicle to Tires Plus who then said it was a camshaft sensor, as well as motor was vibrating as well, right after I left later the engine light came on so I was told to call AUTOSAVVY which I did and that was when I found out that location where I purchased vehicle was out of business/closed. I was very upset as to why we were not informed.. I took car to another mechanic who called me back with the news that the ENGINE was gone!! I contacted AUTOSAVVY yet again and was told to have them write up diagnostic and send to warranty place; which they did. The Warranty place also sent their own inspector out who said it was also the ENGINE. I communicated to AUTOSAVVY via text ONLY. I am NOT happy because now the warranty place wants them 2 drop engine, but the issue is (per mechanic) if they decide to not approve claim I am then responsible to put engine back end still leaving me with NO vehicle. I need a RESOLVE ASAP!!

  

  Business response

  02/15/2024

  We have been in contact with ******** on her vehicle and the issues that she has experienced with it. Please see the other BBB complaints that she has filed.
  
  ********, you have most recently working with our Fixed Ops manager, *******************. Last we know, you are currently waiting on a coverage decision from the warranty provider Endurance. AutoSavvy has no control over how long this takes. 

  Customer response

  02/17/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: there is so much more going on with this car that I was not told in the initial sale that I found out by the warranty company, so at this point trying to fix it, may not solve the fact that there may be more issues down the line.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/20/2024

  If you are experiencing other issues with the vehicle please contact AutoSavvy **************** by email or text. They can be emailed at ********************************************************* Or they can be reached by text at **************. They will need: 
  Name of Purchaser
  Purchase Location
  Callback Number
  Best Time to Reach You
  Last 6 Digits of VIN
  Short Summary of Issues Experienced
  
  As mentioned before through the BBB and AutoSavvy customer service, ********************** is not the decision maker on your coverage right now. A claim should have been filed with the warranty company, Endurance. They will be the ones determining coverage, and will alert the shop working on the vehicle of their decision, not AutoSavvy. If the warranty company happened to deny the repairs, we would need a copy of the estimate and any pictures possible in order to submit a claim to our management team, and then it would be reviewed internally for any coverage decision. AutoSavvy does not provided loaner vehicles for Endurance claims, but you can contact Endurance directly to ask about this. 

  Customer response

  02/20/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: I have done all the above more times then I can count.  The car is still sitting with warranty company NOT satisfied with the results and so STILL waiting.  I promise you there is so much I have found out was wrong with this vehicle.  Your Nebraskalocationis no longer there, and at this time I just want my money back,  loan removed from under my name so I can go elsewhere to find something else.

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

  

  Business response

  02/21/2024

  We cannot control the decision making of Endurance. You'll need to contact them directly about your claim. If you have other claims opened with AutoSavvy, please text ************** for updates on those specific claims.

  Customer response

  02/22/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: This has nothing to do with ENDURANCE,  but everything to do with AutoSavvy.  I spoke to warranty company who gave me the full damage report which showed more than drivers door hit, which is what I was told at time of sale.

  As a result I don't want the vehicle anymore. If AutoSavvy would have listened to my complaints weeks after I got vehicle, which some were cosmetics, but two other's had to do with ************** of car, as well as a grinding in the floor panel on drivers side we wouldn't even be here today.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/27/2024

  Our customer service team reports they have not had any messages come through from you recently. If you are experiencing issues that are not currently being addressed by Endurance please contact the AutoSavvy team by text at ************** or by email at *********************************************************

  Customer response

  02/28/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: I stopped sending messages because there was never a reply. The last time I was told you thought I had an attorney and they were told NOT to speak to me.
  
  Sincerely,
  
  *********************************

  

  Business response

  02/28/2024

  If you have retained the services of an attorney, then we will allow that attorney and our own counsel to continue any and all communication from this point on.

  Customer response

  02/29/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: just as I reached out to the BBB concerning issues I've had with AUTOSAVVY, and I did the same with the Attorney General in my state, however you took it as I had an actual attorney and that is not the case.  Again there have been many issues I've had concerning the car and this was BEFORE the engine blew out, later discovering via the warranty company that MORE damage was done to the vehicle then just the door that was told at point of sale which are safety hazards especially if I was to get into an accident. I just want resolve which your company has failed to take accountability for anything which is what was confirmed once you got the sale. You have proven from the service department to the corporate office making customers jump through a LOT of hoops to try to get anything done.  I went an ENTIRE month with no vehicle and no one tried to call to try and accommodate me with a rental or anything.  I advise ******* my situation and nothing.. going an entire month and 7 days hitching rides back/forth..school/dance for my granddaughter and necessary places. I didn't mess up the engine, and I didn't close your Fort ***** location and I am made to feel it's my issue!!.. not a perfessional way to handle customer related issues, or customers.

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

  

  Business response

  03/01/2024

  ***************** sent a copy of the work order for your vehicle to our customer service team today. It appears that Endurance has made a coverage decision on your claim. Have you heard from Endurance or ****** Tire?

  Customer response

  03/04/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: Yes, I have spoke with both. What I am trying to relay to you (AUTOSAVVY) is none of this would be an issue if things were taken care of on your end since I reported issues early on, but was given a brush off as if I was just complaining.  As I explained to **** at endurance I have been without a vehicle for an entire month and 2 weeks. No rental, Nothing. I also have text from ******* saying you guys would take care of my deductible being this was not my fault. I want whoever is in charge (manager/owner) to contact me  at ************ to discuss my issues with how this entire transaction was handled, what I was told at sale, and not told/given. Again, I don't want to keep repeating myself, however it's like I have to because you aren't having any remorse/sympathy/empathy for this situation that I am dealing with as a result and just want to brush the matter off on the warranty company who in itself also has strings attached to what is/is'nt covered. ??

  At the end of the day, I want some resolve for what I've had to deal with. Again, there is so much more I could say about this whole process, but I won't at this time.

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

  

  Business response

  03/05/2024

  We understand what you are saying, and apologize if you feel like you have been brushed off. That has never been our intention. However, you must understand that AutoSavvy was not the one processing your claim. This is not AutoSavvy trying to pass on responsibility or service, it is simply the process involved in having the third party warranty involved.
  
  
  Your complaint and various messages sent to AutoSavvy were not impacting your Endurance warranty since we are different companies. We explained clearly multiple times that AutoSavvy would take over the claim once Endurance had come to a coverage decision. We also stated that we did not control how quickly Endurance would process your claim. We also stated that we were not able to provide a rental vehicle.
  
  
  We apologize for the delay in having this addressed, and understand the frustration that being without a vehicle can cause. I have requested that a manager reach out to you and for confirmation on AutoSavvy covering the deductible.

  Customer response

  03/06/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: I talked to ******** and waiting for him to now reply to my requested email.
  
  Sincerely,
  
  *********************************

  

  Business response

  03/11/2024

  **** has not provided me with an update, but you are welcome to email/call him directly for more information.

  Customer response

  03/11/2024

   
  Complaint: 21284589
  
  I am rejecting this response because: I still haven't heard back from ********,  but will be sending him another email.
  
  Sincerely,
  
  *********************************

  

  Business response

  03/14/2024

  I will reach out to ******** as well to make sure there is some follow up for you.

  Customer response

  03/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that after talking to ******** who has been helpful has given me some resolve to my issues, although all my requests weren't given, he did give a resolve to most.

   

  Shout out to ********!!
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2022 xt5 Luxury supreme, 11-24-2023. Headliner was coming loose. Within a week of purchase I called to report repair needed. Due to where I am located in reference to the ********** Dealership, 3 .5 hours drive, I requested it be repaired here by a certified body shop bc of my limited ability to drive 3.5 hrs to the dealership and then 3.5 return. The service manager told me they would work with me but I would need an estimate. I obtained the estimate and sent per email. Through COUNTLESS phone calls with no response from your service manger in **********, ***, I wrote a letter explaining my situation and I have had NO RESPONSE either. This is unexcusable business practice! I even offered to come up, even though Im handicapped but I would need a loaner. I NEVER HEARD BACK!!We have purchased 2 other vehicles from your company and were considering another purchase. We had no problems with the other two and felt this problem on the xt5 would be taken care of,,,,WE WERE WRONG!So frustrating!!! Please respond with a solution. Im driving around with a headliner taped up????

  

  Business response

  01/30/2024

  ******, 

  We're sorry that the communication from AutoSavvy was not what you were hoping for. I have reached out to our customer service department about your ******************** complaint, and asked for some clarification on the situation. Our service advisor, ***, did communicate to you in mid-January that the headliner was not something that AutoSavvy was going to provide coverage for. 

  Our General Manager, *************************, called you after the complaint had been filed and left a message asking for a call back. He stated that he also sent you an email with his direct cell. He wanted to speak to you about this situation directly to see if he can assist in any way. Please contact him at your earliest convenience.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Auto savvy wrote us an "I owe you" for $600 to replace the tires on the vehicle we bought from them because the vehicle had the wrong size tires on it. They never fulfilled the *** and we have been asking since 2022.

  

  Business response

  01/09/2024

  ****, we're sorry that this was not addressed earlier. Our customer service team has been in contact with you regarding your "we owe", and you have sent the documents in for your reimbursement. We will honor the "we owe" that was agreed upon at the time of purchase. Our customer service team will follow up with you with more detail.

  Thank you.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2021 Subaru Crosstrek Limited in late May of 2023 with 7000 miles on it. Just took car in this week to Commercial Tire with 13,000 miles on it for an alignment and tire rotation and was informed the car had different brand tires on it and two of them were down to 3/32 tread and need to be replaced ASAP. Was told when I bought the car that they were the original and thus only 7000 miles on them. Called the company and after a few phone calls and emails was informed that since it’s a wearable item and they are doing nothing.

  

  Business response

  01/08/2024

  It appears that you have already gone through the claim process with AutoSavvy, and we have concluded our coverage decisions with you. AutoSavvy has determined that we will not provide coverage for the tires as this is a wearable maintenance item. However, we have agreed to reimburse the cost of an alignment.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Purchased a vehicle at the *********** ***** location almost a week ago and was told that all closing paperwork would be emailed that evening or by next day. Here almost a week later and still no paperwork. Communication is difficult as its almost impossible to get anyone on the phone. I have had some communication success through the texting feature that is monitored for new sales leads, however I keep being told that theyre checking on it, etc I honestly cant believe that Im on here complaining over something so simple for them to resolve, but theres no way to effectively communicate with the local folks, and certainly not a corporate number listed ( after seeing the number and types of complaints on the BBB, now I can see why they make it difficult to communicate). Hopefully someone see this and gets this resolved.

  

  Business response

  12/19/2023

  Our team has sent the paperwork over again to the email we have on file. Our management team will also reach out to you directly to make sure that you have received it.

  Customer response

  12/20/2023

  Interesting that you said that youve sent the information Again to the email on file, as if you had attempted several times I did receive the paperwork yesterday which is one week after the purchase date, but there was no mention of multiple attempts in the email, nor was there any attempts whatsoever by your team to call me to stating that they were having issues reaching out to me.
  

  To the contrary, I made multiple attempts to contact the *********** store only to be routed to an answering machine to leave a message. I even called the main store in **** and managed to speak to a gentleman who heard my story, seemed very concerned and stated that he would transfer me to his manager who represented the corporate store, only to be subsequently transferred to an endlessly ringing line that eventually just hung up on me.

  I did have minor success with messaging through your sales lead chat/text service with the salesman that I had made the deal through, however he was of little to no assistance and eventually just stopped responding, which is odd because he seemed very responsive when I was a prospective buyer..

  I would hope that it is not your standard for business and would like to give you the benefit of the doubt, however I have found that when big businesses make it particularly difficult to speak with those in charge, they tend to have shady undertones.  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the 2018 **** Focus on October 2023 which I was told that it was ONLY hit on the drivers side door but nothing else was wrong. I took it for a test drive with salesman in the back and the drive seemed smooth, felt a little pull back in excelleration but i did not think it was a biggy.. A week into driving off lot with vehicle I noticed parts of the dash where the air controls are were NOT attached properly, the handle in roof of car on passenger side wasnt attached.(they glued back on).., driver side seat belt was tight and hard to pull to connect, door inside handle was not attached. I also noticed that where the dash is on each side were not the same.. and I mentioned to the mechanic at the time (no longer there) that it looks as if someone took the entire car apart and put it back together and did not do it right. He advised me that when put back together some of the clamps were not attached or put back on to connect. A week after that the same piece on the connected to the air controls fell off and looked as if it was glued back and not clamped togther causing it to come apart yet again.. i also begin to see MORE things..( passenger side back door top rubber part was also not attached along with the back seat by back window clamps like staples were NOT attached to the back either, air vent under hood not attached just there. There is a vibration in the left foot floor area when i drive and/or reverse or turn stiring wheel. After continual calls and even taking it into the shop where the new sales guy took photos and videos of everything said he had to put in a ticket nothing has been resolved. I called main office and was told by ****** that she would have a higher up call me back, which no one has called me back yet.I did take to ********* which they ALSO felt the vibration in floorboard and said that the battery was good, but needed to be charged which would explain why it has a hard time accelarating at first..RESOLVE NEEDED!

  

  Business response

  12/14/2023

   I have confirmed with our customer service department that they are waiting on parts to arrive. Our service advisor will be in contact with you directly to schedule a time for installation after the parts arrive.

  Customer response

  01/22/2024

   
  Complaint: 20961840
  
  I am rejecting this response because:

  Yes, they did attempt to repair some of the things I mentioned, (which were in my opinion still just a quick fix)  however not all my issues were resolved, and others due to them stating were cosmetic issue. I left feeling like "getting the sale, and getting me to get the extended warranty " knowing there may be issues was the goal, after that they really didn't want to help without me pushing the issue.

  
  

  At, this point after realizing they were stuck on NOT helping me with all my concerns/ issues I just said "Forget it" and am not going to continue to go back/forth when they obviously are not wanting to deal with all my concerns as a whole.

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

  

  Business response

  01/23/2024

  AutoSavvy customer service assisted with repairs for this vehicle's seatbelt, headliner clip, and missing trim piece. Our last reply was to let the customer know we were waiting for parts to arrive. The most recent response from the customer in this ******************** complaint is stating she does not want to work with us. There is nothing more to be done. If other issues arise the customer can text our customer service team at **************.

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