Auto World of Big Stone Gap, Inc.

Review: My problem stems from Contract Issues to Product Issues as well. I purchased the vehicle on the first of August signed papers and contract and then a week later they call wanting to take the car back because they couldn't get a deal worked out with the bank. They came over and had my grandmother sign more papers on a different contract that had my name on it nowhere and are still requesting a $1000 payment. this is only after I paid out over $650 in insurance between two companies trying to satisfy them. The product issues are as follows, the vehicles UConnect system will freeze and quit working completely upon restart the system has features that will not work. The windshield had a crack going from the bottom at the seal to halfway up the windshield on the passenger side, calling them they told me that I would have to bring it to them to determine whether a stone hit it or not, nothing has ever hit my window. The car can be moving and it will prompt me that the car is not in Park and in order to shift I need to put it in Park to shift and start the vehicle. The car quits on me in the middle of the highway and will not start back the computer reads I have 54 RTE and the gas hand shows a quarter of a tank. upon taking it to the garage they done nothing but put gas in it and told me it would be fine. The mirror covers on both sides appear broken as does the sealing going up the side window. Calling the dealer about the various problems and explaining it to them, they told me that with nothing coming from the computer that they couldn't look at or fix anything.Desired Settlement: I would like to exchange the vehicle for one that doesn't have these problems especially mine being a new car.

Business

Response:

After a review of Mr [redacted]'s complaint we reviewed all of our interactions with him concerning his service complaints and realized that he has never been in a service department anywhere to address his concerns. We then called his number on two occasions and ended up leaving him voice mails on both occasions. We will be more than happy to discuss any issues he might have if he will make an appointment. His second complaint cannot be addressed since he is not the person on the loan. I can tell you that we had to redo a contract because he could not meet the banks stipulations.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I was never in the service department but I contacted them by phone twice and they told me that without any lights on even with the vehicle shutting off that they would be unable to do or fix anything. As of the loan, when I drove off the lot I wasn't contacted until a week to two weeks of me having the vehicle that a deal couldn't be made causing me to suffer great financial stress due to insurance costs and fear of losing my vehicle. The loan was then reworked and agreed to by my grandmother in which nothing was agreed to outside of the payment amount, loan interest rate, additional insurances, and loan duration.

Regards,