ComplaintsforSuper Service, Inc.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Im financing a 2015 car from super service in ********* ** on February 9,2023. I put a **** payment down on this vehicle. In April the engine light started flashing on and off. May I got it into a shop. Kar x inspected the vehicle and did some diagnostics replaced the knock sensor , they couldnt find the problem so I took it to dealership 6/13/2023. So my complaint is after speaking to *** about this issue 6/13 he said that those cars have problems and there was nothing he could do. So Im paying insurance and a car note for a car I cant drive and havent driven since April. Its unfair to me because I trusted in the company and their word and it was all to make a sale.

  Business response

  06/14/2023

  Hello,

  Unfortunately, we have not heard from this customer about any issues with the vehicle until 6-13-23. Purchase was 2-9-23. 

  It has been 124 days since date of purchase with no knowledge of any issues. ******* states she started having problems in April which was 2 months after purchase and still never contacted us of any issues. She then waited another month to get it checked out which could have further damaged the car by not having it looked at as soon as problems arose. She then took it to a shop that did work on it but can not find the issue. The shop that worked on it could tell her why they did the work but it didn't fix the issue. Even after that, we still did not hear from her for another month after that. 

  The man she was with when she purchased the vehicle advised her to decline the warranty which she did (see attached) that could have possibly covered some of the issues she's experiencing, and a rental vehicle while her vehicle is being worked on. She also signed a buyer's guide stating the car is AS IS ( also attached) unless she were to have purchased a warranty which could have been put into her loan and added to monthly payments. 

  Unfortunately, because it has been 124 days since purchase and no purchase of warranty, the only thing we can do for her is give her a few shop recommendations that would do great service work for her. 

  Thank you.

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

  after April I stopped driving the car when I googled about the flashing engine light and it recommended me to not drive. I then I got it into shop to be repaired because of a accident so I didnt have the car for 2 weeks when it got out the shop the man advised me that he replaced two sensors and the problem was still there so I mad an appointment with ******* and now its there being inspected. But as *** told me on the phone that those cars always have problems and I asked why do you get those cars if you knew that he then tried to explain that he didnt know my car had problems but the overall fact that you know these cars have problems why continue to sale them to customers. Why keep buying from auction? I thought since I didnt get the warranty they had nothing else to do with the car so I tried to handle the situation on my own. But when I think back on the sequence of when it happened me driving it wasnt the issue that problem was already there. Like I stated once I noticed the flashing light I stopped driving. 
  
  Regards,
  
  *******************************

  Business response

  06/15/2023

  To Whom It May ************** The vehicle was purchased on February 09, 2023 and the customer did not state to the dealership any issues until well into April.  We offer EVERYONE an extended service agreement and if one is not purchased, then all of our vehicles come with a 7 day agreement from Super Service that if anything happens in those 7 days, that we will take care of it.  We have no idea how a vehicle is driven or maintained after it leaves our dealership so we can simply not be expected to repair or maintain a vehicle long after it is sold.  *** has been a General Manager at this dealership for several years and has sold hundreds of ******* vehicles so it is simply ludicrous for anyone to say that he said that these vehicles are bad.  They are one of the most stolen vehicles in the country so perhaps that is what the customer is worried about but it is well after the time of sale so we cannot be expected to repair a vehicle after that amount of time especially since the vehicle had absolutely no issues at the time of sale.  We sell several import vehicles monthly and one of the most common is the ******* line of vehicles so clearly it isn't an issue with the line of cars represented by that manufacturer.  We have been in business for an extremely long time in this area and we have several repeat customers monthly so we obviously care about our customer base but asking us to repair or maintain a vehicle months after the sale would simply be impossible.  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5/27/23. I was on my way to work my brakes went out I bought the truck 3/13 I tried to talk to them x4 no one will help me my abs light is on my ser traction light is on my park assist light is on this stared a week after purchase I would call *********** would say they can't help me due to them being a month behind with car service repairs. My ****** engine went out in Feb. So I picked up extra hours to get another vehicle I gave them 5 000 that was my saving. I have to borrow the money to get it fixed. Can you help me please. Thank you.

  Business response

  05/30/2023

  Hello,

  Unfortunately, this vehicle was purchased 73 days ago. We have not heard from her about any issues until this one. When she came to pick up her spare keys just last month, she even raved about how happy she was with her vehicle. 

  I have attached her buyers guide she signed stating the vehicle is "AS IS". 

  We give everyone a 7 day warranty and also offer after market warranties for purchase through our dealership which she declined. ( Also attached)

  When it was sold it 73 days ago, brakes were operable and  have been as such if we have not heard of any complaints from her. 

  Unfortunately, brakes are also a wear and tear item and most warranties do not cover such things. But she might have a warranty through the company she financed through if they put it in her loan. But she would have to contact them to find that out as we do not have that information.

  We never know how a person is driving and in 73 days, anything can happen with a used vehicle. 

  She is more than welcome to get a few shop recommendations from us that can get her a great deal on service work, but at this point, this long after purchase, there isn't much that we can do. 

   

  Thank you.

  Customer response

  05/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2009 Chevrolet Tahoe LTZ from Super Service on May 27, 2022. Upon the purchase of this vehicle, I test drove and inspected the ********* Buyers Guide. After inspection of the vehicle, the Power Accessory Running Boards were not in working condition per the ********* Buyers Guide. However, everything else was checked off as in working condition. On Jun 30, 2022, the Oil Pressure Gauge did not work, causing a check engine light.I contacted Super Service on June 30, 2022 regarding the check engine light and spoke with ***********************. ***** told me that it was the Oil Pressure Sensor and he would be willing to replace it ,but would not be able to repair it until July 5, 2022. He informed me there would be no warranty on the parts and installation of the Oil Pressure Sensor after installation. On July 9, 2022, I took the vehicle to ************** for further inspection, where I was told the front suspension struts were leaking and the rear suspension shocks and motor were leaking and not working. In addition to the rear suspension shocks and motor, the Front Disc Brakes were also not working. Attached with will find pictures of all of things that were not in working condition and needing repair although the ********* Buyers Guide said that these things were working properly. On July 9, 2022, I contacted Super Service and spoke with ***************************. I informed him about the inspection from ************** and the repairs that needed to be made. ****** decided to only fix the rear shocks and Motor. ****** ordered the rear shocks and motor online and advised me that B&G Auto Service would be performing the labor for the rear shocks and Motor on July 17, 2022. After the repair of the rear shocks and Motor, **** of B&G Auto Service informed me that there would be no warranty for the parts(rear shocks and Motor) or labor and that if any issues, questions or concerns with the installation and repair arose, that I would need to contact Super S

  Business response

  08/08/2022

  For starters, we do NOT guarantee power running boards and would have told him that as well as having it checked on the buyers guide.  We allow 7 days after the purchase of the vehicle in order for the customer to notify us of any issues and *********************** was well beyond that time when he made his complaint and still we helped him.  After that point, we offered to provide him with someone that could provide service for him at a discounted price because he was complaining about things that were not an issue when he bought it and it was well beyond the time that we would cover it as he well knew.  He was verbally abusive to anyone that he spoke with including the service center that we sent him to so much that this service station refused to deal with him and would only deal with us regarding his vehicle so we had to take it to him rather than have the customer take it there.  We have tried our best with this guy but he wants a new car at a used car price.

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2011 Equinox from a guy named *** and he was telling me that the timing change been done the car is ready but come to find out the Pistons are clogged and they need to be replaced and it's $4,500 and I still owe $9,000 on this truck and he's trying to tell me that he's not responsible and it was on the paper and I have the paper in it as it does not say anything like that I went back the next week he went on vacation then I called a couple weeks later he was giving me the runarounds I just called again and now we had a conversation and he's trying to say that the truck has a recall but he's coming up with all these things and I even called ***** and there's no recall on this truck he refused to help fix it and he lied to me when I asked about the vehicle and none of this is marked on the paper the window sticker should I say so now I'm spending lots of money on oil in the truck takes synthetic oil and I did three oil changes already since I have the truck I need help on trying to fix this problem or find a great solution I can't afford it is running into my car note and insurance money just to keep it running and going

  Business response

  07/18/2022

  If you review the copy of the buyers guide that He himself sent to you regarding the oil consumption, it clearly states that the GM2.4L engines are known to use oil and the dealer is not responsible.  He was not only told that but he signed the buyers guide knowing that it was an issue so to come back later and say that he didn't know about that is clearly absurd since he sent you his copy that has that typed right on it.  The box in the middle of the page where it states that there are signs of excessive oil consumption is also checked and was reviewed with the customer.  We sell used cars and once they are sold, we have no responsibility of how they are maintained, driven or repaired.  We clearly stated the issue of oil consumption and he took the vehicle with that knowledge so coming back after the fact and saying that he didn't know that is absurd.  Not only did *** not lie to the customer, he clearly showed in writing the oil consumption issue.  He purchased this vehicle on January 24,th so now that we are in July, it is hard to say how he has maintained, driven or cared for this vehicle. 

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around 3/24/2022 I brought a car from Super Service they asking price was ***** after all taxes and fees ****** dollars I spent. I also bought a warranty for ***** dollars. The first month I told them something was wrong they sent my all over the city to see if the things covered under warranty and nothing was covered under warranty they changed the odometer for sale purposes I know because I checked the car vin under car vanna and all they can say is theres nothing they can do. I have reached out and my problems have not been addressed

  Business response

  07/13/2022

  We had never heard from this customer at all so we have no idea of any issues nor have we sent her anywhere for service.  When she initially bought the vehicle, there was a headlight out which we took care of immediately and that was the end of our conversations.  If she has a warranty issue, that is something that she would need to take up with them but we always tell customers when they purchase the vehicle with the warranty that it does not cover maintenance items so if that is an issue for her, that is something that she would have to take care of.  The vehicle scored way above average according to autocheck and we DO NOT change the odometer on a vehicle so that is a completely false statement on her part.  At this point, if she has an issue several months after she bought it, then she needs to take it to a repair facility and use her warranty for a covered repair.  

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I'm reaching out for help because I purchased a 2009 ***** Malibu from Super Service ************************************* 12/4/21 for my daughter's 16th birthday along with them offering me an extended warranty for an extra $3,000.00. I was told that the warranty would cover the engine, transmission, and other things under the hood. I agreed to it because of the car being used. The car was only driven from the dealer ship and parked in the garage because she only had her permit. The week after getting the car the keys were lost. I ended up in the hospital with covid and pneumonia from 12/28/21 until 1/6/22. My daughter got her license and began driving the car on 1/12/22. The car stopped on her in the middle of the street on 2/18/2022. I had to have the car towed and once I sent it to ********************** *********************** I was told that the timing chain broke, and the car would need a new engine. I called ****************** Warranty and I have been given the run around. I called Super Service more than 5 times trying to get assistance since I have not had the car for a long period of time, and I continue to be told to contact the warranty people. After I've told them that I am not getting anywhere with neither one. All I want is a working car for my daughter and not to just throw away *********. Please help me please.

  Business response

  03/15/2022

  We have responded to the customer and explained that we offer a 7 day warranty from the dealership after the purchase date.   The warranty that was purchased does not cover a timing chain as that is considered a maintenance item.  As much as we feel for the customer and the situation, we cannot be held responsible for things that come up after the purchase date and store warranty are expired.  We always offer to allow a customer to take it to a repair facility that will give a discount but that is all that we are able to do. 

  Customer response

  03/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***********************
  

*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. ↩