Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/06/2023

  Type:Product 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.

  We purchased a 2016 **** ** from *** at AutoMax of York County on April 24, 2023 for the amount of $******. Not 24 hours after leaving the dealership the check engine light, and a notice of a loss of oil pressure warning stating to turn off the vehicle immediately came on. The car shuddered and stopped. *** was immediately notified and sent us to the auto shop he works with, ******* **********. They looked at the car and stated they couldn't find any issues. The next day the car did the same thing again. *** was contacted again, and the car was taken back to ******* where they kept it for over a week, finally stating there was a crack in some part of the oil system and that they had repaired it. They said to disregard the engine light warnings as that was due to a sensitive sensor. Yesterday I was driving the vehicle when all the lights on the dashboard lit up, the car began to shake, and thick black smoke came out of the tailpipe before it shut down completely. *** was notified, and refused to offer assistance stating instead that he had no obligation to help and if we didn't want to take the car back to ******* we could take it elsewhere, but the warranty only covered ****** now because we were outside 30 days from purchase. It seems to us that the auto shop and AutoMax have colluded to keep the vehicle running until 30 days had passed and AutoMax no longer had an obligation to help. We believe AutoMax and ******* knew of the issues, and feel we were deceived after making a purchase in good faith.

  

  Business Response

  Date: 06/09/2023

  After fifty days we are unable to offer a refund:

  Our position in reference to the limited warranty has been misunderstood or misrepresented and we would like to talk to the actual owner so we can clarify our position.  We are willing to assist in repairing the vehicle as is ******* ********** if we can get the opportunity to diagnose the current issue.  

  Please contact Auto Max of York County at ************ or ******* ********** at ************ so we can help resolve the issue.

   

  Customer Answer

  Date: 06/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: At no point during our communication prior to the end of the 30 day warranty was the option to refund or return the vehicle offered. We were assured repeatedly that the issue was due to a "sensor" and we shouldn't be concerned. The vehicle has been taken to another shop to be diagnosed because we do not find ******* or Auto Max to be trustworthy given our experience with them. The current shop has found serious issues with an oil gasket that should have been very apparent to *******. Had we not been repeatedly assured that the issues the vehicle was experiencing were due to a sensor we would have pursued further action much sooner. 
  
  
  
  Sincerely,
  
  
  ******* *****