Auto Star Motors, Inc.

We reject the response from Auto Star Motors for the following reason. The customers understanding, as noted on the agreement, was that 1) the Drivers Side Seat Belt would be fully replaced, 2) that the Speaker Covers would be replaced, and 3) that the Trim under the glove box would be replaced. Neither the Drivers Side Seat Belt nor the Passenger Side Seat Belt was replaced. You can see by the pictures that both are in poor used condition. The Speakers were not replaced and the trim, was ‘patched’While we were on premise, the staff scrambled and it was very apparent they oiled the Drivers Side Seat Belt for the lock to work temporarily. As stated in our original complaint, two employees of Auto Star Motors verbally told us over the phone that they would fix the check engine light over the phone. The words that left the mouths of the employees when there to pick up our ‘repaired’ vehicle on Saturday, August were blatant lies, and when made aware of it, Auto Star Motors staff did everything they could to sidetrack the customer and cover up our discovery and points. This was even to the point of telling the customer the car would be towed if left with them to perform what was promised. The customer was angry and yelled back at them for continuously lying and trying to cover it upThey did not try to resolve the issue in any way while there, other than put oil on the broken seat belt.The staff signed off on the agreement that ‘work was performed’ It was not

We are formally requesting that the aforementioned complaint be reopened. My husband contacted ***, the manager at the Fulton Auto Star Motors location on Friday, July 8. *** told my husband that he would personally be onsite on Sunday, July 10and that my husband could pick up the parts from him as well as a company check in the amount of $100. My husband arrived Auto Star motors at a.m., Sunday, September 10, 2017. *** was not thereThe parts are not at this locationThey indicated there was no one on site that could issue a checkThis company is as unprofessional and untrustworthy as we've ever experienced.Please incorporate this information onto the complaint or advise us if another one should be opened that references this one. They continue to lie and cause us frustration and anxiety, all the while never addressing the check engine light they had committed to verbally.Thank you

I am rejecting this response because: When I brought the vehicle in to fix the tire pressure sensor and trunk in November, as I stated before, the light came on within 24hoursI brought this to your attention (***) and with each subsequent visit to address this and the trunk, the light would go off after you "fixed" it for hoursI even expressed this to (***) during my final visit to pick up the vehicle for the trunkHe stated he would ask about this but I never heard a word backThe dealer suggested that air has been replaced in the tire to cause the light to come off temporarily, but no sensor has been replaced.As for the water pumpThere was no indication of a leaking water pump whatsoeverNot until the vehicle actually stoppedI turned the vehicle on once it started again to get out of the direct line of traffic and saw a *** approx feet awayI had my children in the carIt was *** who suggested that it be towedI did not continue to drive the vehicle, it literally stopped on me while driving while on Washington Boulevard in Roseviile, while me and my children were in the vehicleIt was a very unsafe and scary experience for each of us as there were several cars behind us. The inspector from the warranty suggested that there had been a leak in the water pump and because this is due to lack of maintenance, the engine would not be coveredI only had the vehicle since 10/31/2015, if a water pump has been leaking this whole time how would I have even known? I'm no mechanic and I am a single Mother with childrenThe only inclination to even get it looked at would be a check engine light or something, which only came on once it shut downThe only indication I received is when the vehicle stopped. I am appalled that you would even suggest that this is all my faultI believe this company knowingly sold me a vehicle that was not up to par and took advantage of me as well as never had the intention to fix my complaints in the first place until I reached out to Revdex.comI also have the inspection document from warranty company forthcoming

We actually did address both the trunk and tire pressure lightsYou brought it in the first two times and we did replace the tire pressure sensor ( see attached receipt) and the last time you brought it in we fixed the trunkAs far as the engine, like we already stated in the previous response, we sold the car as is, and you got the warranty through a 3rd partyWhatever *** dealership told you is up to themWarranty had their own inspection and they verified that the engine overheated because of the water pump failureWhen you called us and asked to help you with warranty, we asked if you drove the car overheated, you said that as soon as you heard the issue, you drove the car for about half a mileSo you did drive the car while it was overheated and this is the reason why the warranty will not cover the overheating problem

I
am rejecting this response because: Although the trunk issue was fixedThe tire pressure light is still on and to date the engine blew in the vehicleAccording to a diagnostic at the Lexus dealership an after market part was placed on a radiator cap which caused the vehicle to overheat and blow engineThe extended warranty I purchased may not cover this due to this findingThis leaves me owning $on a vehicle that does not run and I will not be able to get another vehicleThis has been a very frustrating experience

The customer bought the vehicle over two months agoHe had an issue with his car and we fixed itHe can't just cancel the contract if he wants toHe bought the car as is and with no cooling off period option. We told the customer that if he wants to cancel the contract we would charge him
the restocking fee and refund the rest

I am rejecting this response because: When I brought the vehicle in to fix the tire pressure sensor and trunk in November, as I stated before, the light came on within 24hoursI brought this to your attention (***) and with each subsequent visit to address this and the trunk, the light would go off after you "fixed" it for hoursI even expressed this to (***) during my final visit to pick up the vehicle for the trunkHe stated he would ask about this but I never heard a word backThe dealer suggested that air has been replaced in the tire to cause the light to come off temporarily, but no sensor has been replacedAs for the water pumpThere was no indication of a leaking water pump whatsoeverNot until the vehicle actually stoppedI turned the vehicle on once it started again to get out of the direct line of traffic and saw a *** approx feet awayI had my children in the carIt was *** who suggested that it be towedI did not continue to drive the vehicle, it literally stopped on me while driving while on Washington Boulevard in Roseviile, while me and my children were in the vehicleIt was a very unsafe and scary experience for each of us as there were several cars behind us.
The inspector from the warranty suggested that there had been a leak in the water pump and because this is due to lack of maintenance, the engine would not be coveredI only had the vehicle since 10/31/2015, if a water pump has been leaking this whole time how would I have even known? I'm no mechanic and I am a single Mother with childrenThe only inclination to even get it looked at would be a check engine light or something, which only came on once it shut downThe only indication I received is when the vehicle stopped.
I am appalled that you would even suggest that this is all my faultI believe this company knowingly sold me a vehicle that was not up to par and took advantage of me as well as never had the intention to fix my complaints in the first place until I reached out to Revdex.comI also have the inspection document from warranty company forthcoming

We are sorry that you are not happy with the carWe sold you a good family vanAnd it wasn't for $12074, it was for $You bought this car in June not JulyYou've had it for two months and only today we heard about this issue that you have with the carIt drives well, mechanically sound
When you first came to our lot, you test drove the vehicle, looked under the hood and you didnt see anything wrong with itYou only wanted us to fix the alignment on the car which we did! We worked fine with you with no problemsWe helped you get approved when no one could and we sold you a nice van! The rust that you saw under the car is only from the climate that is in OhioMany cars from out of California have thatThe car passed safety inspectionYou test drove itYou liked itAlso you had an option of showing the car to your mechanicAgain Im sorry that you feel that the car is bad and that we screwed you overBut we didnt!

[redacted], sorry that it took this long for us to fix the issue. We tried to fix the issue by ourselves and we actually ordered the trunk module but when we installed it on your car it didnt do anything. Thats why we had to go to an electrician for this.  We did fix the issue 3/27/16.

I am...

rejecting this response because: Although the trunk issue was fixed. The tire pressure light is still on and to date the engine blew in the vehicle. According to a diagnostic at the Lexus dealership an after market part was placed on a radiator cap which caused the vehicle to overheat and blow engine. The extended warranty I purchased may not cover this due to this finding. This leaves me owning $16000 on a vehicle that does not run and I will not be able to get another vehicle. This has been a very frustrating experience.

When we selling the vehicle, the only problems that were noted were the seat belt, the speaker cover, and the trim cover under the glove box. We promised that we would take care of the seat belt and try and look for the speakers since it is a old vehicle with parts being hard to find. This was...

understood by the customer and he agreed to purchase the vehicle provided that we fix the seat belt. When the customer brought the vehicle for repairs we replaced the seat belt, however we replaced the passenger side, instead of the driver's side. this was an honest mistake. We did fix the drivers side so that it would buckle up, however we said that we would buy a new one and replace it if the customer feels we need to. As far as the speaker covers, we couldnt find them, therefore we couldnt replace them. The trim cover was oem and was not needed to be replaced, but only put back into place. The customer also is stating that we promised to fix the check engine light, this was not the case. When the car was purchased the light was never on, and only came on later on. We did offer the customer an extended warranty but they refused and instead they opted in to buy a 48hr cancellation option. The customer declined to exercise the option. If the light came on during that period then the customer could have returned the car if the wanted to. That didnt happen. The light is a not part of the agreement. The vehicle is sold AS IS. We did try to resolve this with the customer, however they didnt want to listen when they picked up the car and verbally abused our entire staff. Our manager called the husband, [redacted], right after and offered to resolve this issue again. We were not supposed to since we took care of the problems we promised. We are still open to help them if they are interested.

I am rejecting this response because:You were not aware of repair needed which still hasn't been repair,The alignment was not the issues,that I told you,its a suspension problems,but you just do the alignment,therefore I have had to take other measures to get this issues resolved,also I was not told I could take it to a personal mechanic to do an inspection prior to purchase,or that could have been done..

I wish I could post this on every public forum available! Auto Star Motors went FAR above and beyond to ensure our satisfaction with our new vehicle. We purchased a used family SUV, drove home and shortly after, discovered a mechanical issue. ( Our personal mechanice assured us that this is often an common undetected issue in cars, and a difficult repair for our type of vehicle). We immediately notified ASM, they just as quickly said "bring it in, we'll fix it right away". It took longer than expected, but that was because they went over our repair with a fine tooth comb. ASM kept in contact regarding the progress of the repair, even provided us with a loaner car!
Please keep in mind, we purchased this vehicle "as is", ASM had NO OBLIGATION to make the
repair, but they were honorable, integris and
thorough throughout this process. We were not treated as "sale" but as valued customers & they were genuinely interested in our safety and happiness. We were also provided with new tires as a safety measure (again, NOT OBLIGATED)as well as new floor mats and a a repair to our leather; the leather was thinning in one spot but no tear or anything. Don't let the "used car" lot steroid type or location detour you, these are honest, hard working people, not to mention some of the friendliest! We are DEFINITELY making our next 2 vehicle purchases here (we're in the market for 2 more in the next 6 months) and we've referred our family. My father who's retired from [redacted] of Sacramento Service Department (after 40 years in the auto industry) has also rated ASM as top notch!

All our vehicles are sold AS IS. We do offer a third party service contracts, which we have offered to the customer. However the customer declined stating that he knows how to works on cars. Our cars are all inspected and smoged before they are put up for sale. However, these are all used vehicles...

that we buy from the auctions. We dont have much history on their prior use. We try to the best of our knowledge to make sure they are in good working condition by fixing whatever possible issues they might have. We do not know what will happen to a vehicle down the road since these are USED cars.  For this particular instance we are helping the customer. We have agreed that we would look a for an engine at our wholesale price and help him out with some finances. We believe that this complaint was submitted before we agreed to help the customer out.

All our vehicles are sold AS IS. We do offer a third party service contracts, which we have offered to the customer. However the customer declined stating that he knows how to works on cars. Our cars are all inspected and smoged before they are put up for sale. However, these are all used...

vehicles that we buy from the auctions. We dont have much history on their prior use. We try to the best of our knowledge to make sure they are in good working condition by fixing whatever possible issues they might have. We do not know what will happen to a vehicle down the road since these are USED cars.  
For this particular instance we are helping the customer. We have agreed that we would look a for an engine at our wholesale price and help him out with some finances. 
We believe that this complaint was submitted before we agreed to help the customer out.

We are sorry that you have reopened the case. We have agreed on a resolution and have delivered as promised. You received the$100 check and all parts promised. This was all that we agreed upon. The manager was unable to work that day due to personal reasons, however there was another manager who was able to take care of you. You were very disrespectful and verbally abusive to our entire staff in front of other customers only because you had to wait an additional twenty minutes. We went above and beyond to accommodate you and you were still ungrateful and disrespectful towards our staff. The check engine light was never part of our agreement however we did offer to take a look at it when your wife picked up the vehicle even though it happened after you purchased the car and it was sold AS IS. But you declined our services. You closed the case and now for some reason decided to open it. We refuse to provide you with any further services due to your wife's and your verbal abuse towards our staff.

Alignment was the issue at first. We fixed it. Suspension was not a problem because we checked out the car and it didn't need anything done to the suspension. We explained that to you. Then you came with a different issue, which was the rust. We are sorry that you weren't satisfied with the car but this van drives nice, its mechanically sound, has no problems. We sold you a nice, working family van which is exactly what you asked for.

Review: Went to buy car, two days later headlights went out. A few more days later, needed oil change approx date 2/28/13. At 13 days into having the car, the alternator went out. Had huge argument with company to have it fixed per oral agreement with sales person ([redacted]) that even without warranty they'd fix if broken down. Then had to replace 2 tires (all need to be replaced). Bushings were blown and needed replaced, transmission fluid replaced, found RTV putty (no gasket), metal shavings in fluid, and car will not pick up speed. So, we called the car lot (as per oral agreement) and they were rude and incredibly unprofessional. Hung up on me every time I called. I feel with paying so much the car shouldn't be breaking down. The car lot said it was a "great car". Which was a fraudulent statement. Also, battery died after getting from faulty alternator. When we got the car there was a jumper box init that they took out in front of us. Which tells that they knew of the faulty alternator (avoided answering why the box was even in the car). Now, with the transmission issues and not to mention the breaks going out (squeaking since purchase), we doubt they even did a safety inspection.Desired Settlement: Fix the car completely by ASE certified mechanic, reimburse for purchase so we can actually get a running car, or replace with something else at no cost to us.

Business

Response:

Business' Initial Response

When the customer purchased the vehicle she was so excited and happy, she even cried. We tried really hard to get her financed. Per customer "We had a verbal agreement to fix the car if it broke down". We do not promise to fix anything without having valid paperwork (Due Bill -Form 628) with both the customer and the manager signing it, saying that the car will be fixed. When we sell cars we sell them AS-IS. The customer SIGNED the AS-IS form. Also the As-Is form was taped to the windshield. If at the time of the purchase there is a problem with a vehicle we give the above mentioned form (Due Bill) to the customer. However, this car was in perfect condition, therefore there was no need for the form. We do not sell broken cars! If we know something is wrong with the vehicle we fix it and then put it out for sale. As for the oil change and the safety inspection we did everything, contrary to what the customer said. The receipts are still available as proof, exactly what we told the customer. The reason for having a jump box in the car was because my mechanic used this car to go and jump start another car that died. He forgot to remove it from the car afterwards. The alternator did go bad after a month. And even though the customer has signed the As-Is form, we still fixed it! As for them saying that we hung up on them, that was after they threatened to use physical abuse on our salesperson and used profanity over the phone. We told them calmly to call us back when they were in shape to communicate properly.

They want us to refund the money for the car and fix the car for free. We are not going to do that.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

We can provide PHYSICAL EVIDENCE that the car was breaking down upon purchase. Claiming there is nothing wrong but then stating it will be fixed if we pay for parts and labor is contradicting yourself. Why would we pay to have it fixed if you claim there is nothing wrong with it. That statement alone shows that this company knew there is something wrong with the car and fraudulently sold it. My resolution still stands.

Business' Final Response

The car was in perfect driving condition. Again, the Due Bill form wasn't signed, so there was nothing that we had to fix on it. The customer says that we didn't provide the receipts, WE DID! Everything is in order, the customer is lying that the receipts were not provided.

We are not going to fix the car for free. If the customer wants to pay for parts and labor we will gladly fix the vehicle for them.

Again, that car was sold AS-IS!

And about [redacted], [redacted] (customer) started threatening him and [redacted] (also a salesman), [redacted] just told him to calm down, stop by at the dealership and talk it out. There were no threats from our side. We don't work like that. We are a respectable dealership who appreciates our customers.

Bought a 2008 Chevy Equinox from this dealership in February,and they were kind enough to give me a 3 month warranty on the car.headlight was out when I bought the car didn't realize it till night time,they fixed it the next day,horn didn't work and a missing door handle to the passenger side,they took care of that after setting up an appointment.those were minor things!now the first month of having the car the radiator fan blew out for whatever reason,took it in immediately and was told it was my fault and that I must of hit something!they replaced it..so here's my bigger issue,my car started making a clunking noise when I would turn into park or make u-turns,it would literally jump as if I hit something it would do this every now and then and I mentioned this issue within my warranty,the mechanic took the car for a test drive and looked at the back tires and said he seen no obvious signs of anything and to come back if it continued!almost as if he could careless what I was talking about!so the problem got worse!the noise had now turned into loud grinding noises!so I took it back to the dealer had him test drive it again and he could hear exactly what I was mentioning,they spent a couple hours supposedly looking at the car only to come out and tell me they have to send the car to a specialist because they don't know exactly what the problem is,so Dennis told me hed call the next day to see when they could set up an appointment..waited and waited for days never heard back from him!so I called and got the run around about Dennis not being there,that id need to call back next week,so I continued calling for weeks and kept getting the run around from these guys,kept being told to "call back" or "so and so isn't here" meanwhile my car overheats because of bad fan relays that should have been replaced when the fan went out,from what my repair shop told me,cost 400$ to replace!i called once again to auto star motors and this time was told there "mechanic is on vacation in Alaska"!i immediately felt like I was being lied to..as of last week I called and asked if the mechanic was back from him vacation and was told "the mechanic never came back,he now lives in Alaska" and that they don't have a mechanic right now!bythis point I'm livid,because now I feel like they are playing me and taking me as a complete joke!!ive never felt so betrayed in my life!!!of course after all the run arounds with them my warranty is up!i feel like they purposely played me to get out of fixing the problem with my car!!so now it's going to cost me 1600$ to fix my problem which is a bad rear differential!something that hasn't just accumulated over the past few months,the differential was bad when I first purchased the car and they ignored the issue when I first mentioned it!i feel like they knew what the issue was but didn't want to deal with it or pay for the repairs!not to mention the 2 bad rear tires on the car that was there when I got the car,that's also gonna cost me because the car is 4wd and it can't have 1 or 2 bad tires on the car without replacing them all!!im am so shocked of how shady these people are!to just leave me for dead,to play all these games like I'm stupid!im a single young mom and my life depends on this car and now I'm stuck with this huge financial burden!ithought they were good people but I was so wrong!my car is a lemon!ive never felt so cheated in my life!such a rip off,I'm so disappointed in myself for buying a car from this dealership!

Review: Bought a car from this dealership, and after taking to mechanic for repairs, when dealer would not repair the complaints from vehicle, it was discovered almost everything on the engine and under car is rusted. Electronics, emission parts, hoses, bolts, clamps, everything is rusted on this car and after returning to dealership to discuss problems with the car, including the repair for handling they never resolved, they were not interested in explaining how everything looked rusted like it had been flooded. Brake calipers look like they have been underwater near the titanic, cv axles completely rusted, and all electrical components were also rusted including a motor underneath the car.Desired Settlement: Purchased car 7/25/2014, and within the first 3 weeks have not resolved promised repairs and did not disclose all of the suspension components including brakes being rusted, and has algae growing in the rotors like if it were submerged in water for a long period of time, and also brake calipers have mold forming all over them all around the car. When vehicle was taken back to dealership they told us it wasn't their problem, even though everything on the car is rusted, they have no responsibiliy

Business

Response:

We are sorry that you are not happy with the car. We sold you a good family van. And it wasn't for $12074, it was for $10444. You bought this car in June not July. You've had it for two months and only today we heard about this issue that you have with the car. It drives well, mechanically sound. When you first came to our lot, you test drove the vehicle, looked under the hood and you didnt see anything wrong with it. You only wanted us to fix the alignment on the car which we did! We worked fine with you with no problems. We helped you get approved when no one could and we sold you a nice van! The rust that you saw under the car is only from the climate that is in Ohio. Many cars from out of California have that. The car passed safety inspection. You test drove it. You liked it. Also you had an option of showing the car to your mechanic. Again Im sorry that you feel that the car is bad and that we screwed you over. But we didnt!

Consumer

Response:

I am rejecting this response because:You were not aware of repair needed which still hasn't been repair,The alignment was not the issues,that I told you,its a suspension problems,but you just do the alignment,therefore I have had to take other measures to get this issues resolved,also I was not told I could take it to a personal mechanic to do an inspection prior to purchase,or that could have been done..

Business

Response:

Alignment was the issue at first. We fixed it. Suspension was not a problem because we checked out the car and it didn't need anything done to the suspension. We explained that to you. Then you came with a different issue, which was the rust. We are sorry that you weren't satisfied with the car but this van drives nice, its mechanically sound, has no problems. We sold you a nice, working family van which is exactly what you asked for.