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:07/21/2024

  Type:Sales and Advertising 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.

  I live in ****** and bought a sienna here sight unseen (except pictures) and had shipped up. They specifically told me it had never been in an accident and it was the "cleanest sienna they had seen in 3 years." I was appalled when I got it off the barge and saw that the front bumper had been replaced, body work done and had misaligned panels, clearly it had been in an accident and shoddily repaired. The hood had a TON of rock chips in it as well. Conveniently left out of pictures and their description. This is more than just the usual wear and tear of a vehicle, which it also had but that was to be expected. I asked them before it was shipped up if it had any issues because it would be so much cheaper, easier, and faster to have repaired down south. They assured me there was nothing wrong with vehicle. Talked to the owner ***** and he said that just because a car has been in an accident doesn't lower the value of a car and it was all cosmetic. This is what he said when I told him they sold me a car that they said was accident free but was clearly in an accident. I got a quote from a body shop to repair the chips and to set the panels straight and sent it to him. There were other things wrong with the car as well, but I bought a used car not a new one but figured that he should at least be willing to work with me on these issues as this is what I was promised when I was buying. He accused me of trying to squeeze 3000$ out of his business. It's like, dude, I paid 2 grand over bluebook value to specifically get a car without an accident history and then when you are confronted you just say that an accident doesn't lower value and that it's just cosmetic. Bottom line is they are selling vehicles that have been wrecked and saying that they are accident free and need to be held accountable. They say they go through inspections and have a body shop on site. There's no excuse for lying like this like they did.

  Business Response

  Date: 07/26/2024

  This customer bought a vehicle from us.  We fully disclosed everything about this vehicle.  We provided a carfax report, we provided a complete video walkaround, we provided a safety inspection showing absolutely no issues with this vehicle.  The customer called and complained about rock chips on the hood.  Rock chips on the hood of a car with over 120k miles on it.  All vehicle of this age will have normal wear and tear.  Rocks chips on the hood is normal wear and tear.  He also complained about a 1 inch tear in the leather.  Again normal wear and tear for a vehicle with over 100k miles.  He took it to a body shop and they quoted him $3500.  Which is crazy as no one would pay that to paint a hood that in all honesty doesn't need to be painted.  The customer claims the car was wrecked but all the body panels are original.  At some point maybe the bumper or fender was repainted but it was not due to collision damage of any kind.  The frame passed all safety inspection as did the whole vehicle.  This is typical customer trying to strong arm a dealership after the sale.  Complaining about issues that are not real issues. This vehicle has no mechanical issues no safety issues.  He is complaining about cosmetic issues.  All the videos and pictures were sent before hand.  He bought the car for $3k under the retail value.  He lives in ** and was shopping for a car in WA state clearly cause it was by far the best deal around and now he is back at our door step trying to get more money out of us.  IF he is unhappy with the car he can sell it and make a profit as we had literally 7 other buyers locally in ** who viewed this car and wanted to purchase it.  This complaint has no merit.  Customer is looking for a free money on a car with no issues he bought for $3k under value.  Thanks,

• Initial Complaint

  Date:03/22/2024

  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.

  I purchased a ***************** Golf from EAB on February 23rd, 2024. After the purchase I drove the car home to **********, **. On this trip the check engine light came on before entering ******** (within 84mi). I called immediately and spoke with the salesperson, **** who sold me the car. To their credit they looked at the car in the following days and agreed to fix this issue. The issue originated from diesel particulate filter that needed replaced. I chose to look past this and think the best as they said they would remedy the issue. I got the car back and waited for the parts to come in. During this time the engine control malfunction light came on and was flashing. I was assured that this was a related issue to the particulate filter and it would also be fixed. The car was returned to EAB on March 18th, 2024 for repair and was picked back up on March 20th. Between EAB and just after the Preston ********* Exit on I90(about 34 miles) the car lost power and could not accelerate beyond 40 mph. I drove this car on i90 in 70 mph zone at 40 mph which is extremely dangerous. I was able to leave the car in ********** with family for the night. I was able to get back in contact with, **** on Thursday around 2pm. I explained the issue and he offered to let me choose a different car. After all this I do not want anything that comes from this company due to their scam like business practices. I said that I would like to return the car to them and get refunded what I paid for the vehicle. He said that their only offer was a different vehicle. I need the car to be returned or repaired at no cost to me. It is obvious based on the reviews here and on any search engine that this is not a reputable car dealership, and they make a habit of selling cars that are not functional or safe to drive.

  Business Response

  Date: 03/22/2024

  We've offered this customer multiple different options.  We bent over backwards for this customer time and time again.  We gave him loaners cars multiple times after he yelled and was very rude to our staff.  Did we turn our backs on him?  No we didn't we continued to help him even though he as a very unpleasant customer.  Some minor extended services were done by the ** dealer for their emission issues with the *** diesel cars.  This customer called again saying he was having issues with the car.  This customer bought a 13 year old ** with well over 100k miles and was offered a warranty at the time of sale.  He declined all warranties offered to him.  He as given a discount which makes the car "as is".  He kept coming back to us and expecting free work.  Warranties are not free and they come with an added cost.  This customer thinks everything for him should be free.  So after all we did to help him we then offered if he wasn't happy with his car (hes had the car for a month now and put substantial miles on it as he drives to eastern washing everyday for work) that we could trade him out of it and get him into something else.  Customer declined.  We went above and beyond for this customer even when he was continuously rude to our staff and overall unpleasant to be around.  There is nothing more we can do for this person. 

  Customer Answer

  Date: 03/22/2024

   
  Complaint: 21473624
  
  I am rejecting this response because:
  Work required was not asked for free, it was asked for because you sold a car that had instrument panel lights going off within 100 miles of it leaving your dealership. Is it not in the best interest of your business to correct shotty workmanship? Warranty aside the car was not rode ready at the time of purchase and did not perform and is in worse shape 35 miles after you made "repairs"! You also are perpetuating false information about the use of the ********, it is a commuter car, but it has not been driven daily (or will be driven daily) it was to be used twice a week to drive from western to ******************, as I am a first responder. The car has been at your shop and in your dealership more times than it has been driven. Negotiation of the price is standard in the car industry is it not? It seems like something that all other dealerships do without considering it a "discount" and negating their responsibility to the public to be trustworthy. As for the unpleasant demeanor, I ask that you think about spending over $14000 on a car and having problems arise before you even make it home, would you be happy to have to continue contact with a dealership who seems to have fleeced you out of money and a usable dealership? It was noted, previously that you did the repairs for the filter, and I was told that this was done in your shop there was no record recieved that it was taken to a VW registered mechanic (please provide credentials). At this point if the car will not be returned, or issues will not be corrected without charge. We will be speaking with a legal team and the local media about this as well as contacting other buyers to get their testimonials to strengthen the case against your dealership. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/23/2024

  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.

  I paid full ****** BlueBook for a vehicle with hidden damage and issues. The vehicle has been in an accident or multiple accidents, the repairs were not completed properly and the dealer hid that fact. The transmission is failing and this was a known condition by the dealer and they lied about it as a condition of the sale. As soon as the paperwork was signed, they reneged on their end of the deal. My car is a 12 Lexus with 140k miles I paid full blue book. All items in the photos and more were hidden and or lied about directly.Re: Check Engine light, Flashing 4Lo and Trax Off lightsThe light popped up during the test drive. The salesperson said they would have it checked out and fixed before they could legally sell it. So we go back to the dealership and they pull the codes on it immediately. They tell me its an o2 sensor and they would replace it right away. We even wrote it into my documents prior to purchase. I take my new ride home and park it until the next day. I Start it, drive less than a mile and the check engine, 4Lo flashing and Trac off lights come on. I use my own code scanner and find out that its a litany of codes, primarily concerning are the two transmission codes. I call them to say can you look at it again, please? And they agree. (By that time I had a list of items that were not nit-picky.) I take it in and they pull codes on it and confirm what I already knew. Its transmission related. The salesperson in the nicest way said I would have to be responsible for any work that needed to be done on the vehicle regarding the transmission. They offered to work with me on diagnosing and cost, which I have in writing.After a bit of back and forth with the salesperson he told me their master technician was on vacation and would be back tomorrow. A week later and no communication with **** have basically lost faith in them and researched replacement costs and possible repairs. I started down the list with the east stuff. Trans fluid drain and fill. Then run through the gears and repeat for a total of 12 qts. The fluid was BLACK! Original fluid from when it was new as it should have been done on a 60k interval and would have been a reddish color if it had been maintained. While I was down there, I examined the o2 sensors they mentioned that they had to replace and they had not been replaced! Wow!They did replace the seat belt.Rear headrest wouldnt lock into place they couldnt fix it and declined to work on it.The windshield wipers didnt work, declined diagnostic and repair.Front and rear bumpers are not able to be properly attached. Declined repair.Key fob (only one) the unlock button doesnt work. Replaced battery, didnt fix it, declined replacement.Drivers seat doesnt match the rest of the car. It has been replaced likely to increase the value of this car, aesthetics. Leather has been treated with a shoe polish like liquid to recolor it from brown to ecru (white). The liquid is dry and is flaking off and making a **** mess. Declined any responsibility. Code scanner verified a drivers seat fault code.The passenger mirror is broken (dealer hid it, $500+ used part on ****** Salesperson adjusted the mirror just prior to pull off on the test drive.Passenger wheel liner was unfastened, as a result it rubbed the front tire such that the liner melted all the way through and pieces were coming off while I drove.Front bumper is not able to be properly fastened on passenger side. Its broken, guess what they declined responsibility.Rear bumper is not able to be properly fastened passenger side as well. Not responsible againAll fluids except the oil and coolant are BLACK!It was clean and shiny though

  Business Response

  Date: 02/23/2024

  This customer bought a 12 year old ***** from ** months ago with over 140k miles on it.  We offered him extended warranty on this vehicle and he declined.  We do not offer "free warranties" especially on vehicles of this age and this many miles.  There is no way we can know everything about the vehicle as we have not owned the car its entire life.  We safety check and do mechanical checks on all of our vehicles.  Everything that was on his "due bill" we fixed.  He came back a few weeks later and had other items he wanted fixed.  We always keep to what we say will will do on the due bills but if he wants additional repairs those cost money.  We told him we can get an estimate for him, but he wants us to cover the entire amount.  If the car is that bad it seemed to drive very well when we had it and when he came to look at it.  Now months later we need to fix all this stuff on his car.  I explained to him that the car was sold as-is.  We can't be responsible for items months later.  I explained to him that we offered extended warranties at the time of sale and he chose not to purchase any protection.  Again warranties cost money they are not free.  He blames us for stuff he has no idea what he is talking about and excuses us of setting his mirror in a specific setting.  He clearly looked at the car the day he bought.  He clearly drove the car they day he bought it.  Little cosmetic items there is nothing we can do as this was a 12 year old car with well over 100k miles. 

• Initial Complaint

  Date:12/05/2023

  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.

  I purchased a 2006 ***** Element from this used car dealership and drove a rental car more than 5 hours to get there. Over the phone the salesmen, Robi, assured me the vehicle was in tip top condition. He went as far as saying that he had even replaced the windshield wipers and it was completely safe to drive home. The multipoint inspection gave the car a clean pass. For these reasons, I trusted the salesman and declined the warranty. The car had a heavy vibration the day I drove it off the lot, but I don't know engines so I didn't know there was an issue until I got home. The engine was immediately misfiring. I promptly called the dealership. Unable to get a return call for several weeks, I finally emailed them. I continued to try to resolve it with them directly multiple times over the course of the next year. Initially the owner, *****, said he would work with me on the cost of repairs, but refused to tow the car to his lot or pay for diagnostics elsewhere. I am on an extremely fixed income and had already paid $941.14 in repairs. It took a year to save enough money to get the diagnostics done. Results: Timing Chain replaced, VTEC Solenoid Assembly replaced, Engine Valve Adjustment with Gaskets, Passenger Engine Mount Bracket and Hardware replaced, and the Oil Pan still needs resealed for another $1019 + tax. Total amount paid in repairs and diagnostics without the oil pan repair is $3783. The mecanic at Highway 23 auto repair said the engine was extremely sludged up. The oil had not been changed regularly and it had caused many issues with the engine. ***** is now avoiding my calls and refuses to call me back about reaching a resolution. I have left messages with multiple employees over the course of 2 weeks. He has relayed to his staff thatbhe won't help me, but hasn't spoken to me or returned my call.

  Business Response

  Date: 12/12/2023

  I have spoken with this customer on several occasions and I have full explained multiple times that she bought a 18 year old car with over 100k miles on it and declined all warranty options.  She can state whatever she wants to the reasoning of not going with the warranty but we were ******* clear with her that she was buying the car 100% as-is.  We don't offer "free" warranties.  This customer is looking for a free warranty.  She also bought this car over a year ago.  I told her the last time we spoke that she needed to get a full diagnosis of the issues so that I knew what they were (still to this day she has never provided any diagnostics).  I told her she could bring the car to our shop and we can look at it.  She said the only way I will bring it to your shop is if we pay to tow the car in.  I told her that was her responsibility.  She then wanted me to pay to tow her car to the ***** dealership in *******.  I told her that was her responsibility.  I am more than welcome to help with some minor repairs but this customer thinks everything should be free.  She needs to realize she bought an older car with high miles and refused all warranty protections.  At this point there is not much more I can do.   Thanks,

  Customer Answer

  Date: 12/19/2023

  Hello, my entire household has been extremely ill with covid. Please allow me additional time in which to respond as we are still very sick. 

  Customer Answer

  Date: 01/10/2024

  The business owner stated, "This customer is looking for a free warranty." During my multiple attempts to reach out to him, I left the same message with several employees: I acknowledged that I did decline the warranty, however, due to the verbal guarantee of their salesman and the clear inspection report, I requested 50% of the cost of the repairs to be paid for by Eastlake Auto Brokers. I was never able to convey this request due to the owner avoiding all communication with me. 
  
  The business owner stated, "She also bought this car over a year ago." I reported the issues with the vehicle immediately upon receiving it. After paying more than $14k on the vehicle, another $1000+ on repairs, and while on a fixed income, I expressed to the owner that I did not have the financial ability to pay for more diagnostics or to have it towed back across the state. He declined to assist with both the diagnostic costs and towing costs (to have it diagnosed at his dealership's shop.) The absolute earliest I was able to afford to have the vehicle diagnosed was after 1 year. The car was not drivable during this entire period of time. In the last correspondence I had with the owner, he told me to reach out to him once I had the diagnostics done and he would look into assisting with the repair costs, but refused to accept or return my calls once the diagnostics were done. 
  
  The owner stated "(still to this day she has never provided any diagnostics)." I tried on many occasions to provide the diagnostic reports to him, but I was unable to do so since he refused to speak with me. I don't know what more I could provide or do for him with him refusing all communication. 
  
  To clarify, I am requesting assistance with 50% of the repair costs. I do not expect anything for free.
  
  Also, to update, the vehicle has been back in the shop for more repairs on the same issue since my initial claim. The ************* station installed a new connector and removed some damaged wiring in the **** system. Unfortunately, since this most recent repair, the check engine light has returned and the engine is still surging at **** RPM. The shop is aware and is awaiting me to bring it back once I have recovered from COVID. 
  

  
  

  Business Response

  Date: 01/24/2024

  I've responded to this customer multiple times as well as responded to her past BBB complaints.  We view this BBB complaint as we have already responded.  I have nothing further to add.  If she wants to discuss further she knows how to reach me.  I will not respond to any more of these BBB complaints from this customer.  I have already a few times.  Thanks,

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 20963635
  
  I am rejecting this response because:

  The business owner offered no solution or proposed compromise. Unfortunately, contacting him is not a valid suggestion since he avoids my attempts at communication. 

  Also, the ***** certified service station has made one last attempt to resolve the issue. If this also fails, the engine will have to be replaced or rebuilt. The quoted total to have this done is an additional $9448. I am able to furnish a repair quote upon request. The three master mechanics who looked over the vehicle referenced the ************, stating the "sludge" in the engine from years of poor maintenance have caused this excessive damage. 

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

• Initial Complaint

  Date:09/16/2023

  Type:Customer Service 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.

  I was assured that the entire process of buying a vehicle can be completed by phone/online. I was encouraged to complete an online application including all my personal information. My credit was run 3x but i heard nothing back. I called many times. Assuming there was an issue with my approval, I asked my family member to co-sign and still could not get TK or ***** to call me back. My credit was impacted and this dealership ghosted me.

  Business Response

  Date: 09/18/2023

  This customer put in a credit application and we communicated with her multiple times.  She just had a repo the same week she put a credit application in.  We told her with a repo that just happened it will be tough to get you another auto loan.  She also has an outstanding auto loan and no banks are going to finance 2 cars for her.  We told her this and then asked if she could get a co-signer.  We never received a co applicant credit app.  Not sure what she is saying about us never contacting her.  We talked a few times and said we probably won't be able to get her approved without a qualified co-signer.  Thanks,

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20614540
  
  I am rejecting this response because:

  I was NEVER informed that I could not be helped or financed. I received one single call to ask why I had 2 open auto loans. I told ***** (not sure how to spell) that I had just voluntary surrendered a vehicle. I was looking for something less expensive than the 27k ****** i just returned. I was looking to buy an older vehicle to replace it worth 12k from this dealership. I dont feel that makes me unworkwithable. She said she would keep working to find me an option. I heard nothing. I am the one that called and offered a co-signer. The phone was never passed to ***** or KT and was never called back. Attached is my outgoing calls, the calls were less than a minute because they would not speak to me. KT called and left an insulting voicemail after this complaint saying its not fair to complain online just because I wasnt approved. I was never given a single update AFTER applying. If i was told I couldnt be assisted there, I would have moved on. I was ghosted by this dealership, I stand by that. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/11/2023

  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.

  Date purchased: June 8th, 2023. ************ as described. Paid by personal check $17066.75,Vehicle taken to a reputable repair business who reported in writing and supported their finds with photographs that the vehicle is in very poor mechanical condition and unsafe due to general damage and the lack of maintainance. Including entire drive train leaks, broken shocks and struts, steering gear defective and in general a complete lack of maintenance.No attempt to to discuss any of this with the dealer except to inform them what was reported to us.The only remark from the dealer was when we told them the contents of the report was : If they can pay over $17000, then they can reach deeper any pay for whatever it needs" .This is a description of the vehicle. 2009 GMC Yukon X/L ******* Washington VIN#*****************, Sellers stock number ******, mileage at sale *******.

  Business Response

  Date: 07/15/2023

  This complaint has no merit whatsoever.  When this customer came in they made a very low offer of $2500 off our list price.  We told them at this price the vehicle is 100% sold as is.  They signed 5 forms indicating this.  We even told them this $2500 will help towards any future repairs your vehicle will need.  We offered them an extended warranty and they declined to purchase.  All of the service items that they say needs to be addressed is normal for a 15 year old car with approaching 150k miles.  They bought an older higher mileage vehicle not a new one.  This is an attempt to double negotiate.  They want money off before the sale and after the sale, and it just doesn't work that that.

• Initial Complaint

  Date:05/24/2023

  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.

  On 5/21/2023 at approximately 6:23 pm I purchased a 2013 6-cylinder ****** Outback with ****** miles. I researched the car through ***** Blue Book and Carfax. It had only one previous owner and no accidents on record. The original owner purchased the car in *******. The warranty had been extended. I was told by the salesperson the car had been repaired by the mechanics at Eastlake Auto Brokers to get it in top saleable condition. My test drive only consisted of a couple miles because the low-gas light came on. However, because I was replacing a **** ****** Outback with over ******* miles, and because of all the facts stated above, this car felt like it would be a reasonable purchase. There was no opportunity to have the car examined by an independent mechanic. I signed a Waiver of Implied Warranty and purchased the vehicle for $19,000; plus, tax and license fees, a total of $21,550.75. I drove the car home. I called my insurance company immediately. Coverage began that day; 5/21/2023. The very next day (5/22/2023), when I started the car, a warning light came on telling me to check the tires' tire pressure. The tires were filled accordingly but the light stayed on. I didn't drive the car that day. On 5/23/2023 I took the car to the ****** ****** in *********. I asked about the light, and I also asked the mechanic to give me a drivability diagnostic. The exam cost $249. Among the list of recommended repairs, the mechanic found that the subframe mounting was rusted through and that this was a safety concern. He showed me a picture of the visible hole. Total recommended repairs would cost approximately $4,491.15. Because these repairs amount to nearly a quarter of the price of the car and point to safety concerns, it is my belief the implied warranty under RCW 62A.2-314 was not waived.After I left *******************, I called my salesperson at Eastlake Brokers, *******************************, and told him I was very angry. Despite the Implied Warranty, I thought I purchased a car without safety concerns. He said he would have the owner give me a call. The owner did not call me back. I called ********************** again and left a message that nobody had responded to my call; I was coming in, and I wanted a full refund. When I arrived at the Eastlake sales office, nobody was helping me. This made me angrier, and I was yelling. However, the only thing I was yelling is that I wanted to speak to the owner. I asked three different salespeople where the owner was, but the owner wouldn't surface. I was directed to another building and removed from the sales office. On the way to the owner's office, I apologized to the salespeople individually for yelling. I was upset because I was retired after ***** and with this purchase my savings were gone. The owner (either ****************** or ******************) came into his office, shut the door, and then proceeded to yell at me. He stood about 6 inches from my face. I asked him to address the report from *******************. He was far louder than I was and screamed that I needed to lose weight and that I needed to wipe the smirk off my face. He said he didn't care what the report said or if I sued him. He called the ************* police and said I was disrespecting his staff and needed to be removed. In front of the police, the owner dismissed all my concerns as minor and the ****** ****** mechanic as unqualified. He said I was "not right in the head." He said he wanted me removed from the premises. There may or may not be two owners (*********************** and/or ***********************). I am not sure which one confronted me. I was told by the police I should resume discussions the next day with the other owner. Two police officers attended to me. One of them was ************** #*** from the **********************************. No charges were pressed.

  Business Response

  Date: 06/04/2023

  This customer has a hard time with the facts and being honest in her complaint.  She says in here that the car's warranty had been extended and that simply is not the case. We offered her extended warranties on multiple occasions and she declined all of our offers.  She then wanted ** to reduce the price by $1000 to help with any future repairs or servicing the car might need.  This negotiated all of her "implied warranties" away.  Since it is a 10 year old car it will certainly need something as it is far from new.  Over a decade on the road already.  Rust on bolts on a subframe is normal for a car of this age.  Cars are made of metal they rust over time.  This car was not a ********, midwest or NE *** car where they salt the roads heavily during the winter to keep the roads safe.  This car was from ******* and never seen a day of snow in its life. This customer ran into an aggressive salesman service advisor at the ****** dealership.  $4900 of work it needs is a complete scam. This car just passed a safety inspection the week before she purchased it.  We even replaced wheel bearings and other misc items before sale.   I tried to explain to her that service advisors are paid on commission and there job is to run her bill as high as possible so he can make the most commission.  She then stated "He isn't a salesman he works in service."  Clearly showing she knows very little of the automotive industry. 

  But our big problem with this customer is the way she came into our dealership and caused a huge seen which is exactly what she was trying to do.  When she first arrived at our dealership she proceeded to cuss out and threaten our lot staff who greeted her.  She then walked into the showroom and yelled and screamed at one of my sales guys as our showroom was filled with customers.  She was trying to hurt our business with her actions and she knows it.  She became so aggressive and combative we ended up calling the police to have her removed from our dealership.  This lady is the most disrespectful customer have had to deal with in 15 years.  We did offer her to look at the car if she had "legit" concerns but rust on an undercarriage is not a safety concern and neither is a tire sensor.  They can be replaced for $50.  I then offered her if she would like to get a different car from ** that we had 200 plus cars in stock and that she could pick any other car.  She could switch her car out.  She refused and insulted ** again saying she doesn't trust ** or have faith in **.  I told her we feel the same about her.  We then asked her to leave as she was extremely combative and causing a seen.  Police eventually made her leave. 
  

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20101372
  
  

  I am rejecting Eastlake Auto's response to my Complaint because: 1.) It incorrectly states I was offered an extended warranty; 2.) It does not address my concern that the subframe is so severely compromised the vehicle is not safe to drive.  I have attached pictures of the subframe which show a hole the length of the subframe.  I am concerned the subframe metal is so degraded the subframe could not do its job in holding the suspension and engine in place and absorb some of the forces of a crash thereby keeping me safe.  It is understandable that a used car would show rust, wear and tear, but it shouldn't be sold if it isn't safe to drive.  To date, Eastlake Auto Brokers has not addressed this concern.  Instead, the Eastlake Auto representative commented that "it's not like the transmission blew up." 3.) Other safety concerns include the brakes.  Not only do the front brake pads and disc rotors need to be replaced, but the front calipers seize up.  4.) To date, the cost of all major repairs necessary to merely make this vehicle safe are over $6,000.  This is well beyond the $1000 taken off the asking price, and one-quarter the price of the vehicle.  Had I known I would need to spend one-quarter the price of the vehicle just to make it safely drivable, I would not have purchased it.  5.)  Eastlake Auto has not offered a resolution to any of my concerns.

  Sincerely,

  **********************************

   

  Business Response

  Date: 06/13/2023

  We consider this matter closed.  Before it needed $4k now it needs $6k.  We offer 100% Of customers warranties.  This Lady was offered one and she declined.  She complained about the price so much she didn't want to even pay for the car let alone additional money to cover a warranty.  She just wants a free one.  We do not take back cars that are sold as is.  She negotiated all her implied warranties away with the discount she received.  I will not respond any further to this.  Not to mention the major seen that she made at our store and we had the cops remove her from premises.  I have nothing more to offer this one and will not respond again to it.  Thanks,

• Initial Complaint

  Date:05/15/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My name is ****** and my nephew asked me to help him with this situation. He went into this dealership on Dec 9, 22 as a young first time buyer and the salesman by the name of **** sold him 2 cars in the same day. They insisted that his father trade in his paid off car for a newer one . The dealership knew that **** had no license but great credit when **** purchased the 2 cars. The salesman Also knew that the bank did not get Alexs driver license or car insurance to approve the loans at 2 Different banks The banks also failed this young man and did not follow protocols and verified anything prior approving the loans This auto place was determined to sell my nephew 2 cars for commission and did not care how bad this could go down. My nephew had signed up for auto pay but according to the dealership. The money they were taking from his bank was for a down payment that the bank was not aware of and according to the bank this was not allowed to be done. They also claimed the my nephew had given them a fake auto insurance card which was a lie. He had no insurance or car prior to going to this dealership and the auto place knew that. When ***** payments went through they were for a deposit according to **** from the dealership but not for the car payments so when the bank noticed that the car payments had not been made to the bank then the bank repoed the car immediately. When **** tried to get the car back they refused to take payment or help him because he had no license or insurance on the car. All this was NOT ok and now my nephews credit is extremely bad because of this situation I would like to find out what I can do to have this investigated. This is wrong and all this could have been avoided if the salesman would have done his job correctly and the bank would have verified all of his documents What can my nephew do about this?Please help **. Thank you I have emails and bill of sale to show if this is where to go with this complaint

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 April 15th we purchased a 2012 ****** Legacy from Eastlake Auto Brokers. After driving the car a few days I called the salesperson **** with some concerns that the car wasn't getting very good gas mileage and the temperature gauge light would sometimes turn on and then turn off. He recommended we keep an eye on it and let him know. May 17th the car's check engine light came on and the temperature light flashed from blue to red. We took the car to *************** who diagnosed the car with a faulty cooling system which caused the head gasket to blow and damage to the engine heads resulting in $7200 of repairs. We purchased the car from Eastlake a month before and my son drove it from home to school 5 days a week, roughly 20 miles a day. When I called **** the response was basically, did you buy a warranty? Well, that *****, sorry. My other ask to **** was that we ordered a second key for this car at the time of purchase, when we bought the car I was told we would get contacted when the key was ready and we would need to come in and have it programmed. I pre-paid the cost of this and I was never contacted. I would like the amount I paid for this key to be refunded since we never received it. I have contacted ************************* at this business several times via email to receive the $160 I paid to have an extra key made, he said the check is in the mail, it has never arrived. I just want the $160 returned to me for this lemon of a car.

  Business Response

  Date: 11/09/2022

  We apologize if you have been attempting to contact us but ************************* has not been with the business for months. Check number **** for $160 has been mailed today to ******************* 

  In the future, please call ** directly instead of emailing as he is no longer with the company.

   

  Thank you

  Gella

  ************

  Customer Answer

  Date: 11/15/2022

   
  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.
  
  Sincerely,
  
  ***************************