Auction Direct USA

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Hello ***, Where do I begin? Auction Direct has taken care of me for so many yearsJust wanted to send a note of thanks to all of you at Auction DirectYou and your entire team of professionals have given such excellent service and I really appreciate all you've done over the yearsI am a proud 4th time customer and I highly recommend your team to anyone I know who needs a vehicleThis is the best place to buy a carFrom the relaxed environment to the smiles we see walking through the door, I'm a happy customerAnytime there is a problem, there is quickly no problemThis team knows what they are doing and I see so much success in future for all of youYou're doing something right, keep up the good work guys and gals! You have my business for life and referrals too! If I weren't so busy, I'd work thereLOL ***, you have been so amazingI remember you on my last visit nearly years ago on my last purchase, you solved a problem I had so quickly and with a smileI really appreciate you and all you do for peopleYou're a people business, you care for people first! Thank you again for everything! YOU'RE SIMPLY AMAZING!!! [redacted] ***

The [redacted] purchased the car November 25th with miles on it The repair order that was sent to Auction Direct was dated May 10th with miles on the odometer Since the time of purchase the car was NEVER back at Auction Direct for any mechanical or any other issues As far as the claim of the recall we have a signed [redacted] by the [redacted] stating there was an open recall as well as a signed client acknoldgement as to what to do in the event of an open recallThe bill that was presented to Auction Direct was for a little over $at [redacted] *** There was NO associated cost to the [redacted] for the recall work as [redacted] clearly pays for that According to New York State on a car with these miles and age Auction Direct is obligated to offer no compensation or repiars for any problems to the carAs a goodwill gesture I will offer $in one time compensation We were NEVER given the chance to ever look diagnose or repair their car If the repairs were necassary we certainly would not have charged the rates or prices they were charged on their own Again we were never given any opportunities to diagnose or repair the car Thank you, Alan FDirector of OperationsAuction Direct585-742-EXT

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to mewith one clarification. I do want to add that the statement " It
has been explained to him there would be a delay in getting his sales
tax back since we already paid it to the state of New York and we have
to wait to receive it back ourselves." is completely inaccurateWhen I inquired about the refund I was not told thisThe exact text of the email I received was "I have checked with my manager on the sales tax refund and he has informed me with bank fees that there is nothing left." It wasn't until I checked with the bank and found this to be untrue, and then filed a complaint with the Revdex.com that I received the refundApparently, untruthful interactions with customers (and with the Revdex.com) is a practice at Auction Direct that goes all the way up to the General Manager
Regards,
*** ***

We will of course do this work with no charge to the customer. I will have someone from my service department call the customer and set and appointment for the repairs to be taken care of. Thank you
*** *** General Manager Auction Direct

Mr *** apparently has been in constant communication with one of the sales managers through this process It has been explained to him there would be a delay in getting his sales tax back since we already paid it to the state of New York and we have to wait to receive it back ourselvesIt
is also clearly spelled out in the day agreement that the sales tax may not be refundable at all With all of that said a check for $will be mailed this week to Mr ***If this does not answer his concerns he should feel free to contact me directlyI apologize for any confusion or mis communication on our part. Thank you *** ***General Manager Auction Direct *** NY ###-###-####

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

HORRIBLE EXPERIENCE!!!! I bought a SUV from them 6 months ago and they only had one set of a key for my car. when I asked them for the spare key, they said they are getting it for me and we will have it in less than a week and they will just mail us a copy! 6 months LATER, my husband is still calling the sales [redacted] and chasing him for the spare key we were promised!!! they are not even returning our phone call and we moved out of state so we can't even go to the office anymore to get it from them! don't tell us you will mail us a spare key so we buy a car from you! Just be honest and say you don't have it!!!! very disappointed!!! DO NOT GO THERE. ALL the sales associates lie to you just to get you buy a car from them!!!! HORRIBLE EXPERIENCE!!! DO NOT GO THERE!!!

Hello [redacted],

Where do I begin? Auction Direct has taken care of me for so many years. Just wanted to send a note of thanks to all of you at Auction Direct. You and your entire team of professionals have given such excellent service and I really appreciate all you've done over the years. I am a proud 4th time customer and I highly recommend your team to anyone I know who needs a vehicle. This is the best place to buy a car. From the relaxed environment to the smiles we see walking through the door, I'm a happy customer. Anytime there is a problem, there is quickly no problem. This team knows what they are doing and I see so much success in future for all of you. You're doing something right, keep up the good work guys and gals! You have my business for life and referrals too! If I weren't so busy, I'd work there. LOL

[redacted], you have been so amazing. I remember you on my last visit nearly 5 years ago on my last purchase, you solved a problem I had so quickly and with a smile. I really appreciate you and all you do for people. You're a people business, you care for people first!

Thank you again for everything! YOU'RE SIMPLY AMAZING!!!
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have read Mr. [redacted]'s complaint and this is what I am offering:
I talked to [redacted] and he did agree to pay his first month's payment and I will certainly pay for that.  I will also issue a $60 gas card as agreed.  What Mr. [redacted] failed to metion is he was in oine of our loaner...

cars for the time his car was at a [redacted] dealership so I will not pay for his insurance whether he was driving his own car or our car he would be paying for insurance. As soon as I get confirmation from the Revdex.com I will make the payment and send the gas card.  Mrs. [redacted] who is the actualy car buyer not Mr. [redacted]'s car payment is acutally do August 27th so I will need to know ASAP if this is agreed upon?
Thank you
[redacted]
General Manager
Auction Direct

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]

The [redacted] purchased the car November 25th 2016 with 122954 miles on it.  The repair order that was sent to Auction Direct was dated May 10th 2017 with 136593 miles on the odometer.  Since the time of purchase the car was NEVER back at Auction Direct for any mechanical or any other...

issues.  As far as the claim of the recall we have a signed [redacted] by the [redacted] stating there was an open recall as well as a signed client acknoldgement as to what to do in the event of an open recall. The bill that was presented to Auction Direct was for a little over $1000 at [redacted].  There was NO associated cost to the [redacted] for the recall work as [redacted] clearly pays for that.  According to New York State on a car with these miles and age Auction Direct is obligated to offer no compensation or repiars for any problems to the car. As a goodwill gesture I will offer $500 in one time  compensation.  We were NEVER given the chance to ever look diagnose or repair their car.   If the repairs were necassary we certainly would not have charged the rates or prices they were charged on their own.  Again we were never given any opportunities to diagnose or repair the car.
Thank you, Alan F. Director of OperationsAuction Direct585-742-8000 EXT 2101

After reading the consumers complaint I agree 100% that Auction Direct should pay for this module at no cost to the consumer.  I am sorry he had to go through this process but we will repair the car.  If he could contact our General Manager out there whose name is [redacted] he...

will make arrangement for the repair again at NO cost to the customer.  If the customer lives closer to the [redacted] store the repairs can be done here as well at no cost to him.Thank you [redacted] General Mangaer Auction Direct

Around may 2015 I took my 01 ford expedition into auction direct USA get appraisal done than once I got it I decided too trade got loan approvaThey first showed me 2012 ford fusion flex fuel I than test drove it all over when stay all day and morning in show room filling out all kinds paper work too trade my truck in got all done next following day car started given me issues of all kinda was steering went out in rain and I could steer so safely made it back home too took it back next morning auction direct USA looked at could figure out why did than tryed too show me another ford focus I said no try shoe me chevys chyslers I said no no no no nissan aitlima text drove that it was okay they wanted more money I said no u use my truck is down payment we went back and forth finally decided use my truck the, show me white 2012 nissan it went drove good until next day started make clicking pop noises so I took it back th driver door panal control started pop up every other. Week every other month was bring car back now feel like foo tryed too sell all this lemon that know are not good cars so once again I'm have too look get repairs they did rotation balance now car driver worse than ever my exp I would send my worst enemy or closer. Friends there they don't really l they stand buy your cars or trucks if buy car or truck from this place be prepared too be took too shop wish I know or got sign I never went there at all buy car I came out better keep my truck whichi wish I had done.......Desired SettlementEither replacement car that's in good run reliable condition with put anymore moneny down cause not give them another red cent of money or I go too troubleshooter take legal action just can't go around lying people not caring or standing. Hello roommates see all trouble I'm going. Though I work a lot babysitting. Car barely work not something I'm gonna keep doing I I don't have money too be wasting or the time...Business Response /[redacted]/ Our customer purchased a 2012 Nissan Sentra with 71,889 miles April 30, 2015. Since purchase, customer has brought the following issues to our service department's attention that was resolved with no expense to our customer: May 2, 2015 - 1) license plate bulb and 2) "popping noise". ADUSA Service addressed, isolated and resolved both concerns replacing; 1) license plate bulb and 2) installed new struts and mounts. May 26, 2015 -1) Radio Screen issue. 2) Driver door switch mount warped. ADUSA Service replaced radio and door switch control mount. PLEASE NOTE - door control mount was operational but aesthetically displeasing to the customer. Replacement was an exception to company policy. The following customer concerns could not be identified or duplicated after diagnostics and test drive:1) June 22, 2015 - Sharp left turn noise and hard right turn noise2) Aug 7, 2015 - customer request to check brake pads and brake shoes. ADUSA measurements for pads were 90% and shoes 80%. Both well over industry standards. Auction Direct Service has addressed and resolved customer issues beyond company policy as well, provided customer with a safe and mechanically sound vehicle. Any maintenance requirements from this point on, will be at the owners expense. Consumer Response /[redacted]/Not driver panal my expense it would been fixed correctly first time I would be go too Revdex.com file compliant they need fix driver already messed not my responsabily yell should have fixed competely the first time I feel this car been wrecked driver panal just doesr start coming up after being purcharsed doest make sense here go out on faith go too lot hope I was gonna get run first take truck as trade in put me in ford fusion steering goes out cant be fixed from what I was toll than hurried took off your lot than try show me another ford I said no show me all these high brand cars I ask about sentra has I know had theses kinda issues I wouldt got or did any business with yell got all these commericals on tv tell how good yell but yet im not seeing I have lady got car from u all beleive was blj jetta she had all these issues with kept put her in loaner cars finally she said heck with give car back put in test drive sonata she said it messed when she went out sold back not try cause issues I dont feel my responseably get door fixed not for something yell supose fix right first time around so wouldt come I see how yell are top she toll had total 17 cars ppl just bought get fixed no this yell issue should stand buy cars do want need too do keep customer happy with product as for me I wouldt get around car from yell or send or refer either door panal do [redacted] embrassing

Auction direct sold me a car with serious mechanical issues, and will not honor the FULL refund they advertised. I bought a 2012 audi a4 from auction direct. The car came with a 100 day buyback guarentee for any reason. After the first day of driving the car we noticed it had warped brake rotors, the transmission jerked into gears, and the drivers window wouldn't stay up.We returned the car to aucton direct to trade it for another vehicle. After waiting for several hours they were unable to get us financed into a new car so we left. A week later I got an email saying I owe 2400 dollars to complete the buyback of my car because I didn't trade it for another one. Now they have the car back but will not pay for it until I pay 2400 dollars which goes against the full refund I was promised.Desired SettlementI was sold a car with issues and promised a full refund when I handed them back the keys, now I have no car, and want them to honor the refund and buy back the vehicleBusiness Response /[redacted]/Contact Name and Title: [redacted] GMContact Phone: (XXX)XXX-XXXX [redacted]Contact Email: [redacted]@auctiondirectusa.comIf our customer had mechanical issues, we would not have any problem assisting in repairs or return. However, after personally driving customer's vehicle, the transmission, bakes, and power window all are working as designed. Simply abandoning a purchased vehicle at our customer parking lot without formally conducting ADUSA and customer's agreed contract doesn't relieve the binding contract between the lender and customer. If customer has buyer remorse, we will be glad to help him trade out of vehicle at full face value and relieve him from having to pay additional sales tax. Our team is here to assist this customer when or if he comes in.

During the course of a car purchace, I chose to trade in a 2004 Chevy Trailblazer and use the money for the down payment for a used vehicle I purchased from aution direct. The KBB value of my vehicle showed the vehicle in fair condition to be valued at $2500 at the milage it had. The vehilce had body damage on the outside, but nothing wrong with the inside and nothing wrong mechanically. My father purchased the vehicle new from a Chevy dealership in july 2004. The salesman at Aution Direct pulled the vehicle history with CarFax and the report stated the vehicle had been in a rollerover wreck in june of 2004 and had 18,000 miles prior to the wreck. The sales man at that point told my wife and I, because of the damage from the wreck alone, they could only offer half of what would normally be offered as the trade in value. The sales man also stated that car dealerships are notorious for fixing wrecked cars and selling them as new, and said there was no possibility the CarFax was wrong. At the point all I could do was accept 1500 for the trade in value when I expected to get at least 2500 or 3000 for it. I contacted CarFax and they stated they made a mistake and my vehicle was not involved in a rollover wreck. I contacted aution direct to ask them for a letter stating the fact that they understand carfax made a mistake and more money should have been offered. I told aution direct I did not want to hold them finacially liable. They refused to write a letter to that affect, and the manager told me the rollover made no difference in the trade in value of the vehicle, which I find very had to believe. I told them I would attempt to have CarFax pay for some or all of the difference in price and a letter from aution direct could easily facilitate that process. Again they said they would have given the same amount whether or not it was in a rollover, even though at the time of the sale I was told the rollover cut my trade in value in half.Product_Or_Service: Car SalesDesired SettlementA letter typed on a letterhead from aution direct stating the CarFax report incorrectly reported a major wreck that reduced the trade in value of the vehicle they purchased from me. It should say they would have provided at least $2500 as the trade in value had the CarFax report been accurate. They can include in the letter that they hold no finicial or legal obligation to repay any money for the inappropiate trade and that I, as the previous owner, understand that. I would be willing to sign itBusiness Response /[redacted]/Contact Name and Title: [redacted] Contact Phone: (XXX)XXX-XXXXContact Email: [redacted]@auctiondirectusa.comTo whom this may concern,Auction Direct is committed to providing our customers with upfront prices on vehicles we are selling as well as vehicles we are buying from our customers (trade-in). Under no circumstances are our customers obligated to trade or sell us their vehicle. We also have a return policy that is best in the industry for customers that feel they are not 100% satisfied with their purchase. With our presale and post-sale disclosures, our customer always have options. Simply writing a letter for this customer to use against Car Fax would be the easier, less expensive way for us and I would have been more than happy to assist if my investigation proven valid to do so. Unfortunately, my findings show that the value of this customer's 2004 Chevrolet Trail Blazer with 165,920 miles was based on the year, the mileage, and the physical condition. Based on those three categories, the Car Fax report had no bearing on the wholesale value.In good faith I have already took on the expense for bringing this customer's vehicle (trade) back from the auction in case the customer decides to return his purchase and wants his vehicle back. I will keep the vehicle here for three days. If I do not hear back from the customer informing me of his intentions within the three days, I will be sending this vehicle back to the auction for the last time as disclosed to the customer 05/22/2014.Sincerely,[redacted] Consumer Response /[redacted]/I was expecting more for my car when the manager brought me the check for the car. He already asked me if the car had any major accidents and I told him no. So when he brought me the check I could see he was smiling unusally. I saw the check and I complained about the price offered and as I was getting ready to walk out when the manager stated he would have offered me twice as much but that I needed to look at the carfax report. He said the odometer had been rolled back and it was in a rollover accident. The manager said the fact that it was in a rollover accident cut the trade in value in half.All I want want is a letter reflecting that. To say any thing else currently is a direct lie. Aution direct has already told me it was a mistake on their part so I will get compensated from them and a letter would make the proccess much easier.Final Business Response /[redacted]/When Auction Direct buys vehicles from customers or auctions, our buying team uses MMR Whole sale value for reference, not KBB value. I have the MMR print out with customer vehicle trade, condition, mileage, and year. The deductions was based on the additional mileage and poor physical condition. I offered to give this customer his trade back and ADUSA to buy back his retail purchase. I even went to get back the customers trade from the auction assuming this course of action. I feel we have gone above and beyond to resolve this customer's complaint.Thank you Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)I did not want the hassle of returning the vehicle. I just wanted a letter acknowleding the fact that the salesman stated "we would have offered you twice as much for the trade-in, but because the carfax report stated it was involved in a rollover accident we could only offer half of what we would have offered". If that is not true, which they are now claiming it isnt true, then they flat out lied to me during the trade in process.

My car registration was not properly completed and my car is still making the same sound it was making when I purchased it. I purchased my car in March 2013 and I complained several times about the weird sound that my car made when I turned. I took the car to the dealership every weekend for two months and I was told that there was nothing wrong with the car and they did not hear anything. In addition to that I found out that my car registration was never completed with the DMV. [redacted] manager) told me that the car was not properly filed with the DMV because of an error that we made and that we needed to deal with it and not their office. he was very unprofessional and talked on top of me when I was trying to explain things to him. also their were several things that were overlooked during the time we were purchasing the car so it caused us to have to return to the dealership several times to correct paperwork. I also asked for my warranty price to be included in my monthly payment but it was not included. No one caught that error until I reviewed my final paperwork. Desired SettlementI would like for the tags, taxes and registration cost to be covered by the dealership and I also would like an apology [redacted] for being rude to me on the phone.Business Response /[redacted]/I called our customer to explain that the information and documents given to us from our customers is what our sales managers enter in our system for our title clerk use for registering customer purchases. It is not unusual that some customers want to transfer a plate other than the one used for the trade-in. After our conversation, we both saw how we shared responsibility and came to a mutual agreement of resolution. Final Consumer Response /[redacted]/My complaint was resolved and I am satisfied.

I purchased a 2009 Toyota Highlander from the AuctionDirect USA Raleigh,NC location on Jan 30, 2014. Before the purchase I was told by the dealer that the vehicle was never in an accident. They did provide me with a Carfax at the time. At the time I noticed several large scratches and small nicks all over the vehicle. They stated they would touch up the scratches and nicks. Upon a recent service visit to Hendrick Toyota Scion for a faulty alarm issue they found through inspection of the vehicle that in fact it had had front end damage that caused the alarm to malfunction. They also showed me several areas on the vehicle that clearly show signs of paint and body repair on the left quarter panel, and right side. They also pointed to rear damage under the bumper area (large scratch). I have taken pictures, and have the service report from Hendrix reflecting the above statements. The hood latch assembly had to be replaced as well. Upon in depth visualization of the paint on the vehicle the touch up work they did, it appears the paint is coming off in the areas they touched up. I a extremely disappointed with AuctionDirect and feel they need to pay for the vehicle to be painted in it's entirety, or reimburse me directly for the money I will need to spend to have the vehicle painted. I feel it's extremely unethical business practice to sell a vehicle without doing a proper inspection of previous accidents, body work, or paint work. Auction Direct needs to make this right! I will provide all documentation and pictures reflecting all statements above. I hope this type of thing does not happen to other consumers.Product_Or_Service: 2009 Toyota HighlanderDesired SettlementI would like AuctionDirect to pay to have this vehicle painted or reimburse me for appropriate damages to vehicle. I do not want AuctionDirect to do the work as I don't trust them.Business Response /[redacted]/Contact Name and Title: [redacted] General ManaContact Phone: (XXX)XXX-XXXX x [redacted]Contact Email: [redacted]@auctiondirectusa.comAuction Direct takes great steps to ensure our customers with mechanically reliable safe, sound vehicles. If any vehicle doesn't pass our mechanical standards, we simply don't retail it. For the vehicles that meet our high standards, we display our final product for customers to visually inspect and physically test drive with full disclosure of vehicle history reports. We also provide a best in industry return policy for customers to have the right to change their mind within 100 days or 1000 miles after purchase. With that being said, we never claim that our vehicles will not have cosmetic imperfections. The older the model, the greater chance of cosmetic work done through previous owners. This customer's vehicle is close to 7 model years old. I'm confused of the accusations and the lapsed time from original purchase to complaint. For me to better understand our customer's issue, I've both called and emailed customer so I can set an appointment for us to see the vehicle first hand. If we have made exceptions for touch-up work after customer purchase and that work is not sufficient, I have no problem having it done again through our store. Consumer Response /[redacted]/I am not sure why the General manager is confused. I clearly stated that I had the vehicle in for service at Toyota Scion (in May) in Apex due to a faulty hood latch switch that was causing the factory alarm to deploy randomly . Upon review the service Tech's identified that the vehicle clearly had had previous frontal damage. They also discovered that paint work had been done on parts of side panels. The paint is rough in some areas which is a tell tell sign . The service manager stated to me that whoever sold you this vehicle had to have known about previous work if they performed an extensive inspection of vehicle. My guess is this was not done by Auction Direct, or Auction Direct clearly did not care about the quality of the cars they sell to consumers. I take full responsibility in not taking more time in inspecting the vehicle first hand before purchase. I completely anticipated the response that Auction Direct provided in reference to my complaint. I personally will never purchase a vehicle from Auction Direct again, and I will advise friends, professional customers, and family to be cautious from purchasing from Auction Direct as well. I have had pleasant used car buying experiences with other dealerships, but unfortunately this experience is not one I care to remember. Consider this case closed as I have no desire to deal with Auction Direct again.Final Business Response /[redacted]/I can't help this customer if he does't set up an appointment with our service manager for our review. Final Consumer Response /[redacted]/(The consumer indicated he/she DID NOT accept the response from the business.)I will be more than happy to bring the vehicle to a local body shop of Auction Direct's choice for review of the vehicle and then they can report back to Auction Direct the findings of my claims. I think the appropriate course of action would be for a 3rd party body shop that is not affiliated with either party be involved to look over the vehicle. I believe this suggestion to be fair for both parties.