ComplaintsforAutoSavvy

• Initial Complaint

  10/02/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Purchased a vehicle believing it had clean title. Salesman didnt explain we were signing a rebuilt title paper, he did not take time to discuss it. The dealership also charged clean title price for rebuilt title vehicle. A credit union approved the loan for a used title because they didnt see rebuilt title at the time, and they should have accurate information immediately.We had to wait for credit union to call 2 months later after they discovered it was a rebuilt title. Therefore we need the rebuilt price and a refund for the overcharging.

  

  Business response

  10/04/2023

  ****, I am unable to find a sold vehicle record using the contact information provided in this complaint. Can you please provide the location you purchased your vehicle from, approximate date you purchased the vehicle and the *** for the vehicle? Once I have that I will be able to pull your purchase paperwork to review the deal. 

  Customer response

  10/10/2023

   
  Complaint: 20687040
  
  I am rejecting this response because:

  The vin is *****************

  
  

  And the sale date is 08/09/2023

  
  

  And it was purchased by ***************** my fianc and his number is ************

  
  

  The deal number was #****

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

  

  Business response

  10/16/2023

  Our team has been in contact with ******. We have already sent him the documents that he signed acknowledging that he understood the vehicle had a branded/salvage title.

• Initial Complaint

  09/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased gap coverage on a vehicle on 09-24-2022. I paid 650 dollars according to the addendum autosavvy supplied to me. The car was totalled on 07-31-23. I tried to collect on the gap coverage but Ally had no record of me in their system. It took 3 weeks for me to talk to the general manager of the store as associates kept transferring me to his inbox that was full, not answering the phone and refused to let me sit on hold when i requested to. The general manager said i didnt qualify for gap and said i financed 77% of the vehicle and needed to finance 80% to qualify for gap. They did not tell me this at time of purchase. I believe they are liable for my damages because they were either knowingly selling me a policy i wasnt qualified for to pocket extra money, or they are trying to get out of being held responsible for selling the policy to me.

  

  Business response

  10/06/2023

  We're sorry to hear about this. We've made our management team aware of this situation and they are working through the details to hopefully find a resolution. We'll contact you directly with more information, or you can continue to contact our General Manager Anthony P******

  Customer response

  10/11/2023

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

  Ive reached out to Anthony by email 2 times since Thursday and he hasn't replied to my messages as you can see in my screenshot. I know i have the right email as I have previously contacted him through that conversation. I showed that in a picture as well.
  
  Sincerely,
  
  *********** *******

  

  Business response

  10/17/2023

  I have received clarification on this situation from our management team. State law in the state of Indiana does not let us (AutoSavvy) sell GAP when the LTV is under 80%. The original contract did not get funded due to this law. The contract that was funded based on what I’ve read was the same agreement but the gap/ and fee to include gap was not charged. We apologize that this wasn't not communicated more clearly at the time, but you did NOT pay for GAP as Indiana state law prevented us from selling it to you.
  
  

  Customer response

  10/22/2023

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

  I have no way to know if I was charged or not other than your word. I was given a reciept for GAP and no one caught my lack of coverage for over a year to give me a chance to get supplemental coverage. I would understand if it was caught a week later. But not over a year. Your mistake is costing me upwards of 5 thousand dollars as I still have recieved no credit for cancelling my warrantee over a month ago. And anthony never reached out to confirm that he sent it up as he said he would. Ive tried to reach out about it but he wont talk to me. Autosavvys lack of communication through this whole process has seemed shady and I dont trust your word given the evidence that says the opposite. 

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

  

  Business response

  10/30/2023

  Yes, we are having our team pull the physical copy of your deal jacket from our records. Once they do, we will forward that information here.

  Customer response

  11/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Sounds good. I will also be contacting my lienholder to see if they have records of the transaction.
  Sincerely,
  
  *********** *******

  

  Business response

  11/09/2023

  Thank you for your patience. I've attached to this reply, three documents/screenshots. The first is a copy of your deal jacket from the purchase of your vehicle. It includes the document you signed to purchase GAP insurance and the lien holder decision on your financing. When looking at the second screenshot, which is the decision from the lien holder (U.S. Bank), you can see their stipulation that "Indiana contracts with front end advance under 80% are not eligible for GAP." -- you can see on the same document that your LTV is 77.52, or under that 80% threshold. Finally, you can see in the third screenshot from our accounting system that the funding we (AutoSavvy) received for your vehicle did not include GAP protection, and your total amount financed is lower than the contracted amount. That difference comes from the GAP cost being dropped, and Taxes being adjusted.
  
  You can confirm these financed numbers with your lien holder directly.

  Again, we apologize for the confusion regarding the GAP. AutoSavvy would have like to have sold you this, however it was Indiana state law that prohibited this, and U.S. Bank that funded the deal without adding the GAP as their stipulations made clear.

  Customer response

  11/09/2023

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

  The numbers that you have provided don't account for the $650 plus taxes. The amount approved on the USBank screenshot is 22850 while the amount to be financed on the jacket says 25513.79. I'm getting a $1294.50 difference

  The total financed in Your software minus The UsBank Screenshot comes out to $1369.29

  The total Financed in the Jacket Minus your software gets me $1294.50 

  I understand the taxes are added in too but I'm getting practically double that amount. 

  I've looked for any other numbers I could have possibly used to get that amount but I'm not seeing it. A clearer explanation would be helpful.

  Also, I talked to Anthony in September about cancelling out my warranty and that has still not gone through yet. I signed all the papers already and he sent it to cancellations as far as I know but He doesn't message me back so please check on this. Please train your managers to use email and to call people back when they call 15 times. That has been one of the main causes I don't trust your business at this moment. Besides the fact that a customer service rep(Cecilia) and Zachary V**** both told me I had gap and Anthony P**** offered to refund me my 650 plus the warranty on the phone when I finally got through to him.

   

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

  

  Business response

  11/13/2023

  The numbers in this situation can be confusing, and I apologize that I was not more clear in the previous response. Your original paperwork only compounded this confusion as a fee was left off that made calculations difficult. Attached  Hopefully this can clarify the math enough that you can double check the numbers and confirm with the lien holder.
  
  
  Original:
  Purchase price: $24129
  Taxes: $1252.79
  Down Payment/Trade: $4350
  Fees: $284 (Missing $30 Convenience Fee - I’m including the another signed version of your paperwork that was sent over to U.S. Bank)
  Warranty: $3548
  GAP: 650
  Total Financed: $25513.79
  
  
  Updated Numbers after US Bank Approval:
  Purchase price: $23500
  Taxes: $1207.29
  Down Payment/Trade: $4350
  Fees: $314 ($30 Convenience Fee added back in)
  Warranty: $3548
  GAP: $0
  Total Financed: $24219.29
  
  
  Financed Amount Difference: $1294.50
  Broken Down -
  Purchase Price: $629
  GAP: $650
  Taxes: 45.50
  Fees: -$30 (Convenience Fee - This fee was left off your initial paperwork, however, it was included in the final version of your paperwork and shown in this signed copy that was sent to US Bank for funding.)

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because: i have more questions. Why was the purchase price reduced? Is there anyway I can hearback about the status of my warrantee cancelation?
  
  Sincerely,
  
  *********** *******

  

  Business response

  11/20/2023

  I am unsure why the purchase price was reduced. The management team that was at the Indianapolis store when you purchased the vehicle are no longer employed by AutoSavvy. I have confirmed with Anthony P***** that your warranty was cancelled, and have requested a status update from our accounting team on any refund. AutoSavvy will be the ones to provide any refund on the remaining warranty, but since we are not the warranty servicer, our company policy is to wait until the funds arrive from the service provider and then issue the refund. This often takes several weeks. Updates can be obtained by emailing **********************

  Customer response

  11/26/2023

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

  I've been going over the paperwork and some things still aren't adding up. The trade in value for my vehicle that you doesn't match what they told me at the time of purchase. I was told I was given 10,000 for my vehicle. You listed 4350 for trade. I need to know why the price was dropped randomly because I was ~3% shy of "Qualifying" for gap which comes out to ~$1000-$1200. With the random drop of the price plus dropping the 650 for gap, that would make up the difference right there. You stated the entire management team was let go or does not work there anymore. If they were let go for a reason can you check to see if my case was impacted. 
  
  Sincerely,
  
  *********** *******

  

  Business response

  11/27/2023

  You did receive $10K for your trade. However, you still owed $5650 on the vehicle you traded in. $5650 + $4350 = $10,000. Please see attached screenshot for payoff verification amount that you signed going to Pentagon Federal Credit Union.

  Customer response

  12/04/2023

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

  Just curious if its autosavvy had any obligation to alert me that my gap hadnt gone through even though i signed papers to purchase it. 

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

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2020 Ram **** pickup truck on 07/29/2023 for $34,898.13 and I have not received my license plates I have made multiple calls and one visit to the dealer which is 2 hrs away from where I live to resolve the issue but no one would help me I was contacting the finance person (****) who told me to contact him for any needs but he no longer answers my calls and the last time I texted him I got a text back saying I was blocked. My temporary plates expired on 09/27/2023 so now I can't even drive the truck I bought and Im already making payments on even though **** had promised that I would get my license plates before the temporary plates expired or he would issue new temporary plates at least. If I could get help to get my license plates so that I can drive my truck it would be greatly appreciated. Thank you.

  

  Business response

  09/29/2023

  We apologize for the delay in getting the plates to you. Our team has received them and will overnight ship them to you. This is the ***** tracking information: 784422011050

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 2019 Honda Odyssey on 3/4/23 from Auto Savvy. We understood the car was a vehicle with a salvaged title, but we were also told that the vehicle was given a FULL, THOROUGH inspection prior to selling it. We of course trusted Auto Savvy with what they were telling us. And in reading other complaints from other Auto Savvy customers, apparently Auto Savvy encourages its customers to take the vehicle to a third party entity for a full inspection. Auto Savvy NEVER once mentioned this to us nor did they offer this to us as an option for us to do! So within ONLY a month of purchasing this Honda Odyssey, the brakes and rotors were not reacting as well as they should. It felt off, like something was wrong with the brakes and rotors. Fast forward to 9/14/23, I took our Honda to be checked out at Honda of Greeley. Due to unfortunate events of me severely breaking my leg only weeks after purchasing the van, I was unable to get the van to Honda of Greeley sooner due to not being able or allowed to drive! So Honda of Greeley dealership came back to me stating that the brakes and rotors are completely shot and have been for some time now. They also mentioned that the harness that connects to the electrical part of our headlights is on wrong or routed wrong, thus making the lights not work. The Honda of Greeley serviceman informed me that SEVERAL people end up coming to him with vehicles from Auto Savvy and unfortunately all of them end up having issues within weeks of purchasing from Auto Savvy! I truly feel like I've been scammed by Auto Savvy and want nothing to do with them! And while Auto Savvy has agreed to make it right (since the Platinum Warranty that we purchased does NOT cover any of these issues), the trust in this company is long gone as I clearly can't trust them to fix our vehicle since they sold us and many, many, many other people BAD vehicles in the first place! This should NOT be happening by a company that has been given an "A+" rating from the BBB!

  

  Business response

  09/20/2023

  The AutoSavvy customer service team as well as AutoSavvy management have already come to an agreement on finding a resolution to this complaint. AutoSavvy will continue to work with customer on the needed repairs during their appointment on 9/26.

  Customer response

  09/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as AutoSavvy actually holds to their end of the agreement and pays for ALL the needed repairs the vehicle will need! AutoSavvy is claiming that the warranty should cover any other repairs that may come up on the 26th of September during the inspection process. But I am very hesitant to see or even believe that the warranty will cover anything! So we shall see how this will go and if AutoSavvy takes care of their customers. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/17/23 I purchased a vehicle from Autosavvy on Five Mile Rd in Boise. The vehicle has met my expectations, however, when I got to the financing office I was shown a product called Apex Protect which is a GPS service provided in the event my car was stolen or lost. I declined the coverage. The person (not the usual finance officer) told me that it is a beneficial option. I still said no and the individual said he would cover it at no expense to me compliments of the dealer. A few days later at home I was filing this paerwork and noticed that Autosavvy indeed did charge me the $599.00 for the coverage. I went to Autosavvy and requested a refund. They said they did not offer refunds. I told them I did not want the coverage and they told me I had to contact Apex Protect. I did so and Apex said I had to contact the dealer. I now realize this is a futile attempt. I wish not to be covered for this GPS benefit and want a refund from the dealer of $599.00

  

  Business response

  09/20/2023

  *****, we're sorry to see this complaint. Our team was clear with you throughout this process that the APEX GPS service was not free. Please see the attachment where multiple times you acknowledge via signature that the APEX system was $599, and that you were going to be paying for this. Typically, this product is not cancelable - Our finance manager, Mitch, had inquired on your behalf if it could be, and the answer was no from APEX. You can see from the original 4 square pencil to the printed write out, our team put another thousand into your trade to get to your number, but that number always included Apex. We're sorry that this is not a cancellable item, however, your purchase documentation shows that you were aware of the charge prior to finalizing your purchase.

  Customer response

  09/21/2023

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

  Your response was not accurate. The finance person said APEX service would be added. It at no charge. I did sign the form but it was presented very quickly. I advise any future customers to read thoroughly what they are signing because Savvy can be very deceptive
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  09/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to go purchase on 09/10/23 the Hyundai Sonata SEL they had listed for $15,600 we took it for a test drive and the first thing I noticed was the exhaust sounded off and the noise was coming from the middle of the car. When I mentioned the issue it was brushed off with the dealer saying it was how it was “tuned”. I took a look under the car and saw a huge dent in the catalytic converter when I showed this to the dealer he brushed it off again saying it wasn’t a big deal. There were also a lot of hidden fees when pulling up the full price to be right under $19,000. I did some research and found the car was sold in an auction with a salvage title and the whole exhaust missing, we did know the car was involved in a car accident from the car fax, when we asked what it was we were told it was minimal damage to the door. They did not mention they replaced the exhaust with a junkyard one and that the damage to the door was extreme in the accident the car was involved in. I highly recommend search all vin numbers before purchasing here. I have attached the photos of the car that was found with a simple VIN search to show the damage to the car from the accident it was involved in. Below are the photos that were found with a VIN search, the company use the description box which would typically give info about the car to tell you about how great their business is, which is all they do when selling a car to you as well and talk about “how different they are from other dealers”.

  

  Business response

  09/11/2023

  There is no resolution requested from this customer. They wish to have no further contact from our business. 
  
  AutoSavvy sells salvage or branded title vehicles. We do not hide this information, we proudly display it. We provide our customer with the most accurate vehicle history reports available as well as a list of all parts that were repaired or replaced. We ensure that all customers are fully aware of the title status of the vehicle that they are purchasing and what that title status means. We encourage our customers to take our vehicles to independent third parties for an inspection if they would like the extra peace of mind. We are so confident in our vehicles that we provide a 5-year/100k mile warranty on qualifying vehicles completely free of charge. Any fees that apply to the vehicle are competitive with any other dealership in the area.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought in 2022 ****** ascent Limited from AutoSavvy ******** in August 2023. I purchased an extended bumper to bumper warranty that they told me would be honored at any ****** dealership. When I was driving the car back home after I bought it, I noticed some excessive cabin noise when driving on the freeway so I took the car to a ****** dealership in ***********, which is where I live, and they told me that the warrantee was dealer specific, in another words it was only good at AutoSavvy. So I contacted AutoSavvy to to get clarification and their response was to tell me to contact the company through which the warranty was issued, so that they would, tell me what mechanic to go to. I havent done that because I believe that AutoSavvy mustve known all along that ****** would not honor this warranty and are just giving me the runaround in the hope that they can tire me out. By the way, it was incredibly difficult to get a hold of anybody at AutoSavvy once I bought the car. It took leaving several phone and text messages before somebody finally got back to me with that half baked advice. I believe that they knowingly lured me into buying this extended warranty with a lie. Now I dont know what my recourse is

  

  Business response

  09/11/2023

  Mufaro,

  AutoSavvy offers vehicle service contracts provided by Endurance. These service contracts are a third party offering, and Endurance has select mechanics, shops, and dealership service centers that can provide service for your vehicle. As directed by our staff, please contact Endurance directly to find a location that you prefer to send your vehicle to. If you would like, you can contact our customer service team at ************** and our team can provide the assistance that you need. If you chose to cancel your warranty, please contact our sales department to begin the cancellation process.

  Than you.

• Initial Complaint

  09/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Its been 2 months and I have not received my license plate. *** never dealt with a dealership that takes this long for a license plate I also made a bad review on ****** and got denied service for not taking the comment down !! I just need my plates

  

  Business response

  09/11/2023

  Our team had been waiting for a VIN inspection that took longer than expected. Because of this delay our team had to recall the title paperwork. We just received the updated VIN inspection, and the paperwork is now back with the *** and should be processed this week. Once they process it, we can mail the plates to you. We apologize for this delay and will make sure that we get your plates mailed as soon as possible.
  
  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2021 GMC Acadia on July 12, 2023 and traded in my old 2017 *************. I have my old vehicle financed with Del ****************** and I was told my old loan would be paid off in 20 days from July 12th and it is now August 14th. I already had to pay the old loan for the month of July and now the August payment is coming due on August 22 and Auto Savvy has still not paid the old loan. I have called, emailed, and left several messages to assist me with this and I have not had my issue resolved. Now today August 14th the temporary tag on my 2021 GMC Acadia has expired and I need to get issued a new temporary plate. Also, I was promised in writing that Auto Savvy would provide me with a 2nd key for the vehicle and they have not provided this to me. Can you please assist me to: 1. Get my old loan paid off, 2. Get me the new temporary plate issued to me, 3. Get the 2nd key that I was promised.

  

  Business response

  08/22/2023

  *******, We're sorry that there was delay in getting these items addressed. I wanted to provide updates to each, even though you are probably already aware. 

  1. Payoff for your trade was sent on 8/17/23 to Del ****************** tracking 7826-2012-3365.

  2. Title and registration were issued on 8/11/2023, our title team sent you a text and to let you know her plates were in store and ready to pick up.

  3. Our team got you a 2nd key Thursday August 17th.

   

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a car from AutoSavvy in 2021 and decided to get an extended warranty. AutoSavvy said when I got the warranty (which was either a 2- or 3-year warranty that I could cancel whenever and they would refund me a pro-rated amount if I decided to cancel early). This would make it so I could get some of my money back if I decided I no longer wanted the warranty. My car was totaled in April of 2023 and so I filled a Cancellation Form (see attached document) to have the extended warranty cancelled. I have contacted AutoSavvy of Boise numerous times since I cancelled the policy on April 29, 2023 and still have not received payment. I have contacted them over 15 times, and I am lucky if I am even able to talk to someone in their finance department. If I am able to talk to someone, they say they will call me back and rarely do I get a call back from them. I started keeping notes about my calls, and have included that information below as well. I would like to get the money back from cancelling the warranty and do not know why it has taken over 3 months. Notes from Calls: 5/4/23 - Called this morning and they should be mailing out a check; 5/4/23 - Called again. No return call. I decided to wait a week and then try back; 6/26/23 - AutoSavvy called to get Odometer reading; 7/11/23 - Called AutoSavvy. Mitch will call me back around 5:00pm. Mitch called me back and said Insurance company would mail out check. If no response by end of month to call him back; 7/31/23 – Called AutoSavvy and talked to Mitch. Mitch called back and said to reach out if you don't hear from customer service soon; 8/1/23 - Talked to Mitch again. He said he is going to reach out to their warranty department and "light a fire" under Customer Service to see why they are not contacting me. I told him if I do not hear back soon, I plan to file a complaint with the Better Business Bureau; 8/2/23 - Never received a call from Customer Service.

  

  Business response

  08/08/2023

  ***, we apologize for the delay in getting the refund to you. We have not received the funds back from TWS, the service contract provider. Once we do we will process and send a check with your refund as soon as possible.

  Customer response

  08/08/2023

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

  My contract was with AutoSavvy and was not with TWS. I expect AutoSavvy to make a timely refund. 

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

  

  Business response

  08/09/2023

  AutoSavvy does not service the vehicle service contract. TWS does. It is a third party service contract that is sold at the time of purchase. As soon as TWS releases the funds back to AutoSavvy, our accounting team will issue a refund check to you.

  Customer response

  08/09/2023

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

  Per contract it says "AutoSavy of Boise". This is not an acceptable response to the complaint. No where does it clearly say TWS. It should not take over this long to get reimbursed. I expect more action on your end. Every time  I called, either no one returned my call or could give me more information. This is bad business.

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

  

  Business response

  08/10/2023

  We apologize for the delay. As we have stated as soon as the funds are released to AutoSavvy from TWS we will issue a refund check to you.

*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. ↩