BHPH Motors

The service department keeps cars for days/weeks without giving you a loaner, they don't put new parts on or give you an invoice for the parts you pay for. The things they do "fix" breaks again within days and they keep your car for another week and more costs to you to for the same problem.on top of all of this, they have the worst customer service, almost as if they enjoy being rude and condescending! They deserve an F with the Revdex.com and other prospective customers should be warned.

Review: I bought a 2003 Oldsmobile Aurora from express auto spot. the next day I brought the car back for repairs and they claim it was fix . I kept on bringing the car back for the same repairs and found out the car needed a new transmission when they sold it to me . after the rebuilt transmission the car had more repair done. I was suggest another car from them without any warranty sold as is. I declined , everyone two months the car went for repairs . I was still making payments on time. now the car has 8codes on the engine, the car is unsafe to drive and I called the dealership, the owner Brian told me he sold the lot to auto action. I called auto action and told them I am bring the car back. they said" they only do repairs, for me to call the lenders. I called [redacted] , told them I want to self surrender the car and the rep told me I have to contact the original lenders". I called southwest financial and told them what [redacted] said . the rep told me it is [redacted] to take the car. I called back [redacted] and a rep took my request for viewing from their manger. weeks later , I called and found out I was declined for self surrendering and the lender still want me to make payments.Desired Settlement: some one need to come take the car and I should not be penalize for wanting to self surrender and have my credit damage for a car that was sold to me that the dealership knew the car was a lemon.

Business

Response:

To Whom It May Concern:On 8/14/2015 Felisha R. [redacted] purchased a 2003 Oldsmobile Aurora from Express Auto Spot with 96,354 miles. Prior to sale, Express Auto Spot performs a multi-point inspection on all of its vehicles. Ms. [redacted]’s particular vehicle, required $732.65 in repairs prior to purchase, however most of these repairs were considered normal wear and tear items. Ms. [redacted] returned to our service department on 8/21/2015 for a tire light that came on, and an oil change light that came on. Our service department added some air to the tire, and reset the light, and reset the oil change light as the oil was changed on 8/12/2015 as part of our reconditioning process. Her statement of bringing her vehicle back the next day is a false statement. These repairs were conducted free of charge. On 9/3/2015, Ms. [redacted] brought her vehicle in to our service department in which we replaced an oil pressure switch free of charge.On 9/17/2015, Ms. [redacted] brought her vehicle in to our service department for a complimentary oil change.On 10/16/2015, Ms. [redacted] brought her vehicle in to our service department for a complimentary oil change.On 10/30/2015, Ms. [redacted] brought her vehicle in to our service department, where we replaced the following items under her 12-Month/12,000 mile warranty:TransmissionWater PumpRack and PinionMs. [redacted] was only charged her $100 deductible for the repairs performed and Express Auto Spot paid $2,402.10 in warranty claims. On 11/17/2015, Ms. [redacted] brought her vehicle in to our service department, where we replaced a Pigtail for secondary ari-pump. This repair was performed free of charge.On 11/27/2015, Ms. [redacted] brought her vehicle in for a complimentary oil change. On 1/27/2016, Ms. [redacted] brought her vehicle in for a complimentary oil change.I personally received a call last week from Ms. [redacted]’s significant other stating that the check engine light had come on, but then turned off. He gave me the mileage off of the vehicle, which had now surpassed the 12,000 mile warranty limit. I advised him to bring it to Autozone, and have them scan to see if the vehicle had any stored codes. He later called back to say that the ONLY code that had come on was a cylinder #5 misfire. I advised him to call the number for Auto Action’s repair facility, as they are performing all of our warranty work. However, I did also advise him that since he is out of warranty, he will be responsible for the repair, should he wish to do so. As far as a voluntary surrender is concerned, that is between the lien holder on the vehicle and Ms. [redacted]. In this particular case, her lien holder is [redacted] Financial. Express Auto Spot has no affiliation nor control over how they handle their self-surrender policy. It is our opinion that Express Auto Spot has gone above and beyond for Ms. [redacted] in terms of servicing and repairing her vehicle. Brian W[redacted]Express Auto SpotGeneral Manager

Purcahsed a [redacted] after one week car broke down, was given 3 different loaners all which had mechanical problems. Didn't alarm anyone of the issues I was having including 2.5 days I missed from because of their cars. When I expressed my concerns to Manager I was told I couldn't afford car and they were going to cancel my contract and return half of my $750 deposit. Of course I did not agree which caused the Manager to be rhude and insulting. I finally did get my full deposit refunded. Had the worst experience ever.

Review: I bought a used car... I feel like I was pressured and not given time to read the documents. Irregardless the check engine light came on in less than 12 hours and the car sounded like it was going to fall apart. I returned the car within 24 hours and feel I am entitled to a partial refund of my $500.00. I have a hand written note from the sales manager that they have accepted the car back along with his comment to me that they scanned the car and something was wrong with it. Not anything that couldn't be fixed but still not correct. The price tag on this car is 10400.00. Blue book is 3200.00. I know there is price inflation for buy here-pay here but really? I have been waiting all week for a letter to be emailed to me that is typed agreeing that they have the car back and are not going to place anything on my credit. (originally that was a possibility) I am not saying they have not been courteous, but this is seriously not right.Desired Settlement: I would like a refund of part of my down payment. $500 is expensive car rental for one day plus I filled up the gas tank that was almost empty to the tune of $50.00.

Business

Response:

To Whom It May Concern: The original verbal agreement that [redacted] and [redacted], Sales Manager at Express Auto Spot, had agreed to; was for the dealership to provide her with a written letter stating the dealership will delete the contract. Currently, the dealership has not provided that letter to [redacted], but we fully intend to have it emailed to her today. [redacted] also acknowledged to [redacted] that she did sign the document stating that there is not a cooling off period when purchasing a vehicle from Express Auto Spot. We wish [redacted] had given us the opportunity to fix her vehicle, at no cost to her, however she chose to walk away from her vehicle and her down payment. Express Auto Spot intends to honor the original agreement with [redacted]. We believe that letting her out of the contract is a fair settlement.

Consumer

Response:

As of today, the company has decided to refund me a large portion of my deposit. I have accepted this as a resolution to the dispute. I will pick up the check for the refund on Thursday after 12 noon. The company has acted with unique integrity in resolving this voluntarily, above and beyond my expectations!

Regards,

Review: PURCHASED VEHICLE FROM EXPRESS AUTO SPOT WITH AN AUTO SERVICE CONTRACT AND A PASSTIME PAYMENT ASSURANCE SYSTEM. I CALLED TO SCHEDULE MY PROMISED IN CONTRACT OIL CHANGE. RECEIVED NO ANSWER FROM SERVICE DEPARTMENT. I LEFT MESSAGE,RECEIVED NO CALL BACK FROM THAT EITHER. I CALLED LATER IN THE WEEK A MAN ANSWERED SAYS THEY HAD CLOSED THEIR DOORS THAT PRIOR MONDAY(2/15/16).I WAS GIVEN A NUMBER TO CALL AND GET THE OIL CHANGED AT A LOCATION AT 202 N 19TH AVE. SO IF I NEED SERVICE/REPAIRS? AS A RESULT OF LOAN BEING SOLD TO MID ATLANTIC FINANCE CO,I NEED TO CALL IN EACH MONTH TO HAVE A SIGNAL SENT TO VEHICLE IN ORDER FOR ME TO DRIVE SAID VEHICLE. AS OF JANUARY 2016 I HAVE HAD TO CALL TWICE A MONTH AS THE CAR WOULD NOT START DUE TO THE PASSTIME PAYMENT ASSURANCE SYSTEM(TRACKING DEVICE).AS OF MARCH 16,2016 I HAVE FOUND OUT THE WARRANTY HAS EXPIRED AND I NO LONGER HAVE THE USE OF THE VEHICLE. I CANT TAKE VEHICLE BACK TO DEALERSHIP TO HAVE DEVICE REMOVED OR REPAIRED AS THEY ARE NO LONGER IN BUSINESS AND CANT DRIVE CAR.Desired Settlement: I WOULD LIKE TO HAVE THE USE OF THE VEHICLE, AND COMPENSATED FOR THE LACK OF USE OF THIS VEHICLE, OR MY MONEY BACK THAT I HAVE INVESTED AND THIS LOAN CANCELLED TORE UP AND TRASHED.

Business

Response:

To Whom It May Concern:[redacted] purchased a 2005 Dodge Durango with 131,135 miles from Express Auto Spot on 5/23/2015. Ms. [redacted] will be pleased to know that Auto Action, at 202 N. 19th Ave. in Phoenix, AZ is also facilitating any valid warranty claims that remain for Express Auto Spot. However, we would like to convey to Ms. [redacted] that the Passtime device is not a covered component in our 12-Month/12,000 mile Limited Warranty. It is Ms. [redacted]’s responsibility to repair the device or replace the device as it is part of her contract when she purchased the vehicle. It is between the lien holder and Ms. [redacted] as to whether or not she can have it removed. As a courtesy, we would like to provide Ms. [redacted] with the following information to either replace or repair her device:Passtime USA [redacted]

Consumer

Response:

I was unaware of the details and dramatics that a tracking device entailed(buyer beware). There should have been an explanation of how these sky high interest rate dealings,that come with a tracking device. I was left 3 days without a vehicle. It would have been great customer service to inform your customers that the contract was being transferred and a phone number or business contact for future contractual obligations that needed to be met.I am doing my contractual part of the bargain for maintaining the vehicle I should be able to drive it.

Business

Response:

To Whom It May Concern: Please be aware that you had to initial a total of 21 times on the GPS “tracking device” disclosure as well as sign and date at the bottom. In addition, the interest rate is clearly laid out in the Finance Contract, which you had to sign and initial as well. Express Auto Spot sees us having no fault in the issue of Ms. [redacted]’s GPS tracking device not functioning properly. In addition, we would also like to make Ms. [redacted] aware that Express Auto Spot is no longer in business. If the Revdex.com and Ms. [redacted] would like to close this complaint as “not resolved”, we are willing to accept that result.

Review: The above mentioned dealership sold me a vehicle with a defect that was not disclosed. If it was I would not have purchased and unsafe vehicle to put my family in. It was announced at the auction the dealership purchased the vehicle from that he vehicle " fleet/lease" and "Structural damage"(I have paper work to support). According to what I read on the Arizona State Legislature web site IAW " title 44 Chapter 9 Article 5 44-1267 letter I, J, and K. I was suppose to informed about this and able to sign that right away if I choose to. as well as Chapter 9 Article 2 44-1211/12 with the dealer having the information and not disclosing it was fraudulent conveyance of the facts about the vehicle so that they could make a sale.Desired Settlement: I would like my vehicle I traded in back or the amount paid for it as well as all payments made and deductibles paid for work done under warranty.

Business

Response:

Dear Dispute Resolution Consultant,I have been retained by BHPH Motors regarding the complaint filed with your office with the associated ID# [redacted]. Mr. [redacted] made this complaint regarding an automobile he recently purchased from my client. In Mr. [redacted] complaint he indicates he purchased a 2006 Hyundai Sonata which it was later discovered by him that the vehicle has a defect and is unsafe to drive. This is the first instance that my client has been informed by Mr. [redacted] there are any structural issues with the vehicle. Mr. [redacted] has visited the dealership on a few occasions for cosmetic warranty work, but nothing mechanical or structural. The vehicle was sold with a limited warranty directly from the dealership. The warranty terms are for 12 months or 12,000 miles. The limited warranty covers “engine, transmission, drive axel, steering, electrical, air-conditioning, seals and gaskets, cooling.” In regards to any other issues the vehicle was sold with an implied warranty pursuant to A.R.S. §44-1267. The state law allows for an implied warranty of merchantability and this requirement is met if the motor vehicle functions in a safe condition as provided in Title 28, Chapter 3, Article 16 and is substantially free of any defect that significantly limits the use of the motor vehicle for the ordinary purpose of transportation on any public highway. This warranty expires after 15 days of delivery or after the vehicle has been driven five hundred miles. Mr. [redacted] never contacted my client within this proscribed time period to indicate there were any issues with the car.My client has established a reconditioning and 125 point inspection on all used vehicles sold by BHPH Motors. There were no issues apparent with the vehicle upon this inspection and reconditioning. After completing the inspection my client was satisfied with the condition of the vehicle and put the vehicle up for sale. My client did not have any notice of structural damages when it was purchased at auction. Mr. [redacted] did not contact my client with any concerns until now via this Revdex.com Complaint.Please direct any further communications regarding this complaint to BHPH Motors and my office.

Consumer

Response:

I have reviewed the response 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.

here is what I sent directly to the lawyers office and in return I got an email saying that they would only answer the attorney general but this can be counted as my response and rejectionYes I have received your response.First and for most I think I need to make it apparent that I am not trying to run a “get rich quick scam.” I was wronged and I just want it to be made right, which is why I want to correspond with you to hopefully resolve the issue without any further actions needing to be taken. My ultimate result would be to have the contract set aside due to mutual mistake. I get my trade returned to me and all payments including warranty deductibles, if trade not available the traded amount for it I would return the van and both be set back to zero.About your response, the first time I contacted your client about the issue was on Saturday the day I found out about it. [redacted] said” I need to make some phone calls and I’ll get back to you on Monday” I heard nothing and after work I returned to the dealership to speak with [redacted] at that time he stated “it is what is, and we stand by everything we have done.” I then filed the complaint. I have had the vehicle in the shop for mechanical work as well as fixing issues from when I originally purchased the vehicle (I have copy of receipts if you would like see). That is not pertinent to the issue at hand.In regards to the fact that A.R.S. §44-1267 sub section I was violated. I have a copy of a dealer auto check that states the defect of “Frame/ unibody damage record.” In the same report it states “10/10/2014 Auto Auction Pacific Sw Region Auction Announced as Structural Damage.” In your response you confirmed that they purchased it from the auction. I have researched and nowhere does it state that the 15 days 500 miles applies to the failure of the dealership to state defects. Had the dealership stated above mentioned defects we would not be having this conversation as I would have more than likely chose a different vehicle or taken my business elsewhere. Also it is not stated because it passes a 125 point inspection that they do not have to disclose in subsection. However it dose state in subsection “I. A purchaser of a used motor vehicle may waive the implied warranty of merchantability described in this section only for a particular defect in the vehicle and only if all of the following conditions are satisfied:1. The used motor vehicle dealer fully and accurately discloses to the purchaser that because of circumstances unusual to the used motor vehicle dealer's business, the used motor vehicle has a particular defect.Number one was never completed so subsequently 2 and 3 were not completed.

Regards,

Business

Response:

Good Afternoon Ms. [redacted]My name is [redacted] I am an attorney who represents BHPH Motors. Mr. [redacted] has filed a complaint with both the Revdex.com and the Arizona Attorney General and we have responded to both complaints. Mr. [redacted] has complained that there is structural problems with his vehicle yet he has never visited our dealership with such a complaint. We have completed a few warranty services to the vehicle and never has there been a complaint about the structure or safety of the vehicle. Additionally, we inspect and recondition all vehicles sold by our dealership and there was no indication at the time of sale that there were any structural issues or that the vehicle was unsafe to drive. We would appreciate if you could close this matter as the complaint with the Arizona Attorney General is still pending. Please contact me if you need any additional information. Regards, [redacted]

Review: On January 5th 2014 I purchased a 2004 Chrysler PT Cruiser from [redacted]. On June 19th, 2014 I brought my car into [redacted] because it wasn't running like it should. It was vibrating roughly at an idle when my a/c is on and shutting off. About a week prior to bringing it to them my car had stalled out and died on me while I was driving and stopped at a stop light. I than had it towed to my mechanic and he replaced a burnt fuze. After that my car was up and running again but still idling weird. My mechanic proceeded to tell me to take it back to the dealership that I purchased the vehicle from and have them look at it. That was when I took it to them on 06-19-2014. I explained to them that the vehicle had stalled out on me and explained how it was running. They told me that it needed a Tune-up including a Throttle body cleaning and spark plugs. I declined their offer for them to fix it because I couldn't afford their prices but than took it to my mechanic and had him do everything they stated on my invoice and also had him change out my timing belt and water pump because that was a regular maintenance item that needed to be done. I got that work done on July 1st, 2014. A week later, 09/11/2014, my car had broken down again and had shut off completely for the second time within a months time. I proceeded to have it towed back to my mechanics shop thinking that maybe it was a possibility that he had missed something. He gladly took it and looked at it once again and he said that it wasn't anything that he had done and it was something with the head of the car. I called [redacted] and explained to them the situation and that I was going to have the car towed back into them to fix it. On July 14, 2014, I had the car towed to them for the second time for the same problem that was persisting and for the 2nd time that it had stalled out on me. They took it back and ran some tests and said there was VERY LOW pressure in one of the cylinders and that they would need to keep my car and look into it more. I asked that they DO NOT, and I emphasized my DO NOT very clearly, do any kind of work to my car without my consent because I didn't want them to work on my car unless it was covered under my warranty. I called them a few days after they had my car to check on it and see how the progress was going and to make sure that no work was being done to it and the lady at the service desk, [redacted], told me that there was a few cars ahead of me and they didn't have a chance to look at it yet. I asked her to let them know once again to not do any work on my car unless its covered under my warranty and with my consent. She told me ok and that she would give me a call when there was an update. Two weeks had gone by and I hadn't heard any kind of update on my car. I called them approximately during the last week of July asking if they had a chance to look at my car, [redacted] than told me that they had sent the head of my car to a machine shop. I asked her if she knew if that was covered under my warranty because I didn't give permission for anything to be done to my car. She said that she didn't know if it was covered and she can't find out until AUL, the insurance company they use, gets back to her. I was a bit frustrated because things were being done to my car and I expressed to her that I wasn't happy at all that things were being done without any of my consent. She persisted in telling me that they gave me a loaner car so I shouldn't be worried about it. After ending my call with her I called the General Manager, [redacted], to set up a meeting with him to talk about how everything was going and that I was not happy with [redacted]'s customer service. I explained to [redacted] that I was not happy about the situation and asked him if I had any options to walk away from the car. He gave me two options one being an even trade out with another used car on his lot and the other taking a voluntary repossession of the car. I declined both offers and decided I would let them fix my car but I told him that I am not going to pay for anything unless it is covered under my warranty. I also had talked to him about my auto loan NOT showing up on my credit. He told me that sometimes it could take up to 90 days to show on my credit but I had already had my car for 6-7 months and still no sign of it. I have had 2 very reliable dealerships pull my credit, each pulled it once, and neither of them could find it anywhere. I had a desert schools credit union look and they can't find it either. I let [redacted] know and he insists that it is there and if its not, that it will show up. I even pulled my credit to check many times and I haven't been able to see it either. I called Southwest Financial and talked to Jason, the person they use to finance, and explained to him my situation and he has sent me print screens to my email of his records and what they show but he said he would contact Equifax, who they finance with, and see if its something on that side. I still haven't heard anything about it not being on my credit and it still is not showing to this day. I explained to him that work was being done on my car that I did not give permission for and I am not getting an answer if it was going to be covered under my warranty. He said he would contact the insurance company and find out for me but if it wasn't covered that he would pay the costs of it. I left and a couple weeks later they called me and told me that my car would be done at the end of the week and all I have to pay is my $100.00 deductible. On August 26th, 2014 I went to pick up my car and pay my deductible of $100.00. I drove my car for a few weeks and the same problem was still persisting. On September 11th I took my car back to [redacted] and explained to them that the problem was still happening. [redacted], the Service Department Manager test drove it and came back to me saying he does feel the problem and sees that it isn't running like it should. He had me take a ride in my vehicle with him and was talking to me about the problem and was saying that they would look at it and try and fix the problem for me. They put me in a Loaner car for the rest of the day and took a look at it the next day on Sept. 12th, 2014. [redacted], the service department admin called me at approximately 2pm on Friday the 12th letting me know that my car was finished and ready to be picked up. I picked up my car later that day around 4:30pm and [redacted], the service manager, explained to me that they had replaced and a/c switch. He told me that the car isn't idling down as much but it still idling down. He than told me that its still going to do it but the car IS NOT going to stall out and die on me. On 09/17/2014 at approximately 8:15pm I arrived at my apartment and parked my car and the car stalled out and died on me once again. This is the 3rd time that my car has died on me and I was promised just a week prior that my car would not stall out on me. Thankfully today, 09/18/2014, I woke up to get ready for work and was going to call my insurance to have my car towed back to [redacted] and when I went to start it once more it had started up. It did not start right away but it did start and was running. On my way into work it was still idling down like before. This idle ONLY happens when my air condition is turned on. Today 09/18/2014 I am going to take my car back to the dealership for the 4th time in four months for the same exact problem that they have failed to fix. My car has died on me 3 times in those 4 months and has only started back up once. I have read the Lemon Law and I know I do not qualify for it. I am tired of stressing everyday on if my car is going to start for me or the constant safety worry that this car is giving me. This car can die on me at any point in time and I don't want that worry or stress any longer.Desired Settlement: I would like to walk away from this car with out any further payments to this business. I don't qualify for the Lemon Law but if there is any possibility of me getting out of my auto loan with this business I would greatly like to walk away, purchase a brand new car and not have to have the worry of breaking down constantly.

Business

Response:

[redacted] and I have sat down this afternoon to discuss what we are willing to do for her to resolve this issue. She will be in contact with the Revdex.com the first part of next week. [redacted]

I purchased a 98 Toyota camry from this business on 02/12/2014 today is 07/26/2014. I have used over 12k miles on the vehicle and it is out of warranty. However, I had my vehicle checked out and was told there is over $5000 of things that need to be repaired from the shocks, struts, to missing bearing bolts on this vehicle. I called to speak to service and received [redacted], he hung up on me saying he could not hear me after I called back. After explaining my situation he transferred me to [redacted] who is a service advisor. [redacted] also hung up on me saying the call was dropped. I was on the side of the road because my car was shaking so bad it felt like the right rear tire was going to fall off. I explained to him the situation and [redacted] told me to drive it in and he would check it out for free but after that I advised him I just explained it was unsafe why would I drive it, so he told me to get it towed in. I explained I do not have the funds. He told me it wasn't his problem. I asked how do they determine whether the problem existed and was sold as a lemon. [redacted] kept cutting me off and I tried asking him to please listen to what I am asking him and he hung up the phone on me. I then called back and this time received [redacted] again. I told [redacted] I was just hung up on again. He said call was dropped yet again. I asked to speak to [redacted] several times and [redacted] began being very rude to me and says I either calm down or he will disconnect the call. First of all, I am on the side of the road at 113 degrees weather by myself and do not know what to do. I needed help. [redacted] began speak extremely slowly to me as if I was special needs or DDD. Now I truly take offense to that and explain to him, he doesn't have to speak to me that way and I found that offensive. I told him I am not slow. I understand him. I feel he took it absolutely too far because I do care for disabled clients and I truly felt like he was poking fun of DDD people in general. I have been caregiving for several years. My father is also disabled. I think that is too personal. I then repeatedly asked to speak to [redacted], he said well if you don't want to speak to him I don't know what you want me to do, I explain if he would just stop talking and listen to what I just said, I said I would like for you to transfer me to [redacted]. He then did that. [redacted] was no further help, they were laughing in the back ground about this whole situation. How would they feel if one of their loved ones was in my situation. They would be completely furious being treated this way. I asked [redacted] what do I do, that's my only question. I then asked do I just report it to the Revdex.com or the attorney general? I don't know. [redacted] then quickly said since I threatened to sue them that there is nothing else for him to say to me and I said no I asked a question I never said I was suing anyone. Again for the 4th time I was hung up on again. I was irate and crying not knowing what to do. I then proceeded to try to drive the vehicle slowly to them so they could check it out as well. Coming down a hill at only 25 mph my right rear tire blew out and I was stuck on the side of the road for 1 hour until my family came out and helped me. I truly feel that people such as BOB and [redacted] in service department should NEVER treat anyone like they treated me and I DID NOT like [redacted] talking extremely slowly to me as if I had a DISABILITY. I feel something should be done. No one deserves to be treated like this no matter what.

Review: I have now leased two different cars from this car dealership. The first one had many defective parts of which I sent the car in for repairs which resulted in having to be switched into another vehicle. Upon switching into the other vehicle the dealership tagged on a $1500 charge which they said was mandated by law (showed no proof of the law). Now that I am in the new car it has began to break down in the same ways that the last one did, so I went to look into purchasing another car when I was informed at another dealership that I would be considered a first time buyer, because I have no previous car loans on my credit. When I signed the contract and visited the dealership the first time I was told by an employee in February of 2014 that this finance agreement would be reported to the bureau to help build my credit. So I have been making my payments regularly only to find out that the car is not on my credit, I have had two defective vehicles, and I have been lied to on multiple occasions. Another thing I noticed while reading my contract before I signed off was that the contract said I as the buyer declined getting [redacted] Insurance only to find out that the dealership does not offer it. This dealership has many kinks and defective practices. When I asked to return the previous car I was told by the manager that if I left the car and stopped making payments they would tarnish my credit, which is illegal considering they are not even reporting to the credit bureau.Desired Settlement: I am not asking for a complete refund as I have been able to be mobile but I was coerced into an agreement and into a vehicle that was defective only to be in an overpriced death trap. I am only asking for my down payment back totaling $1500 and I will gladly return the vehicle and I am also asking for my credit to remain as is, since they are not on my credit at all. I am willing to negotiate the settlement amount but as of now that is all that I am asking which seems miniscule in comparison to what I was promised and ALL of the money that I have spent on an unfulfilled promise and a metal death trap. I do not feel safe in any of their vehicles and I do not feel safe enough to continue in business with this dealership as they have been lying and manipulating me since the day I viewed their cars back in February.

Business

Response:

In response to Mr. [redacted]’s complaint we would like to go over a few misunderstandings:Mr. [redacted] states that he has “leased” two vehicles from our dealership. [redacted] does not engage in the leasing of any vehicles, all of our contracts are Retail Installment Contracts, therefore he has purchased two vehicles from our dealership. The first vehicle Mr. [redacted] purchased was a 2002 Lincoln LS on 3/4/14. The vehicle had 123,906 miles on it at time of sale, and when he choose to trade it back into our dealership the Lincoln had 132,031 miles on the vehicle. Mr. [redacted] put over 8,000 miles on the vehicle for the 4 months he owned it. Mr. [redacted] then expressed interest in trading out of his 2002 Lincoln for a different vehicle. He chose to purchase a 2003 Chevrolet Impala on 7/19/14. [redacted] let him purchase his new vehicle with ZERO money down, with the bare minimum being $499 down. In addition, [redacted] gave him $2,731.72 over auction value for his 2002 Lincoln LS at time of trade in an attempt to keep Mr. [redacted] satisfied with the Dealership. It is our opinion that [redacted] has gone above and beyond to keep Mr. [redacted] a satisfied customer.It would appear that whatever dealership pulled Mr. [redacted]’s credit only pulled one of the three credit bureaus. Southwest Financial reports only to [redacted], not the other two credit bureaus. In the event that Mr. [redacted] defaults on his loan with Southwest Financial it will show up as a Repossession on his credit. In addition, Southwest Financial can also obtain a judgment for the deficiency balance on the loan, which could lead to the garnishment of Mr. [redacted]’s wages. It is true that [redacted] does not offer GAP Insurance to our clients, this is due to the dealership only requiring Liability coverage on a majority of our vehicles. A requirement of GAP Insurance is to maintain Full Coverage Insurance on the vehicle.In regard to the 2003 Chevrolet Impala being “defective” and an “Overpriced Death Trap”, we have not seen his vehicle in for service once since he has purchased it on July 19th. [redacted] cannot address any service issues with the vehicle if the dealership does not know of the issues. Proposed Settlement: [redacted] is more than happy to address any warrantable issues Mr. [redacted] is having with his 2003 Chevrolet Impala. Normally our warranty has a $100 deductible per occurrence, however, [redacted] will waive the required deductible and repair all the warrantable issues.

Consumer

Response:

I have reviewed the response 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.

In the response made by the dealerships it includes information regarding the previous car I "purchased" from them, the [redacted]. This vehicle gave me problems from the brakes to the engine, which was a hassle to get fixed and in the case of the brakes I was told by the manage of service that the noise and feeling that accompanied the fear bad brakes invoked I would have to deal with the problem. If I could rely on the warranty to get the problems with the car fixed I would do so, but judging by previous experiences with the service department I am not willing to be put in the same predicaments as I was with the [redacted]. After multiple attempts of repairs to a issue with the car overheating the dealership's management team proceeded to place the blame on my driving, which if that were the case I question why the dealership made me pay for a part which was said to be what was causing the problem and why the dealership took my car in on multiple occasions to try and fix the problem. The service center is not reliable and in the case of the credit bureau issues my credit was ran through [redacted] and [redacted] and there were no remnants of proof that I had an open car loan, just an inquiry from the dealership. I can print proof that there is no current open agreement on my credit and just like I stated previously the dealership makes threats of ruining my credit when they are in fact not helping my credit as they are supposed to in agreement with our contract. Getting me into another car was not the dealerships way of pleasing me rather keeping me with them, adn as for them giving me the car with no down payment they tagged on a 1500 charge for trading in the [redacted] which then raised my loan to almost 10,000 dollars on a car that was blue booked at under 4,000. As the dealership should keep recordings of my conversations with the service department I would like for those to be used in establishing that every time my car went in they claimed to have made a repair, but when the issue came to hand before the manager, [redacted], and myself they placed the blame on my driving rather the work done by the service department. There should also be service receipts showing that the car was taken in more than 3 times for each problem. My car spent just as much time with me as it did the dealership. Again, I am not asking for anything major I just do not want to do business with a dealership that has proven itself to be unsafe and insists on keeping me in a car that has begun to take the same turns as a car I previously purchased from them. All I am asking for in return is my down payment totaling $1,500 and for them to leave my credit as is, which would be them remaining as just an inquiry on my credit score. If these demands are too much I am willing to negotiate the refund amount, but I do feel that I am entitled to some of my money back to get another car after being capable of giving them back there car. Again, I will reiterate that I do not feel safe in ANY vehicle from [redacted] nor do I feel or know of any reason for them to not be willing to take there vehicle back which I have made my payments on and been more than flexible with their team on.

Regards,

Business

Response:

Mr. [redacted]’s current vehicle, the 2003 Chevrolet Impala, has NEVER been into our service department. I would like to remind Mr. [redacted] that we cannot fix a problem unless we see the car in our service department to properly fix the vehicle. The only calls that are recorded are with Southwest Financial, not [redacted]. Again, we more than happy to address the warrantable issues with the 2003 Chevrolet Impala, and waive the $100 deductible that would normally apply. If Mr. [redacted] would not like to go with this direction, Mr. [redacted] can return the 2003 Chevrolet Impala to [redacted]. Southwest Financial has agreed not to report him returning the vehicle as a Voluntary Repossession on his credit report. However, we will require the vehicle to be returned in good condition for this to offer to be applicable. There will zero financial compensation from [redacted]. These terms are non-negotiable. We have also attached a screen shot of his credit reporting on the 2003 Chevrolet Impala. It reflects that it has been reporting since July 2014.

Consumer

Response:

I have reviewed the response 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 online going through my credit report and realized that the finance company still has my account listed as open and overdue/ in collection. This was not the terms of our agreement. Attached is a copy of the account as it appears on my credit report.

Regards,

Business

Response:

We have updated the reporting records and submitted an account correction through the e-oscar system to remove this account from Mr. [redacted]'s bureau.

Yesterday, I took my car to my dealership because on a rattling sound that it was making. I purchased my car from [redacted] and I have a yearlong Warranty with them. I bought it 2 months ago, and this was my second trip in to the service department. The first time was my breaks grinding really bad, they didn’t fully fix it, so I made the second appointment to come back. While waiting for the appointment the rattling began. When my husband took it in, they spent hours on it, fixed the break problem and then told my husband they didn’t know what the rattling was being caused by, to “Just drive it until it gets worse and then bring it back” I grew up around mechanics my entire life and have some knowledge about cars, enough to know that was horrible advice that can cause HUGE problems that cost a whole lot more. So I called spoke to a manager named [redacted] and he promised to get down there and make them find the reason. About another hour later, they called me back to tell me that it was my timing belt and that it was not covered under warranty, so it would cost me $450 to fix. My husband is a mechanic and at first chose to do it himself, after further discussion we decided to check around for a smaller price and get it done, we have 4 kids and couldn’t risk the car breaking down. I called [redacted], I spoke to [redacted], he was very polite, told me he didn’t want to quote me over the phone and wanted me to have my husband bring the car down there, and he would check it over for free, then give us a quote. Upon arriving they checked over my car and the timing belt was fine. Nothing was wrong with it. The rattling was caused by the A/C line knocking the air box. That is it, they moved the A/C line and secured it, we paid nothing. My car no longer makes the sound and it is in great condition. The trip to [redacted] proved that my dealership lied to me, they made up a problem figuring that we would just get it fixed right then and there. Not only did they make up a problem, but they were sure to make one up that was not covered under warranty, and cost $450 to fix. I called [redacted] back and let him know what happened with [redacted]. He wanted proof so he could “assess the problem”. When my husband dropped off the paper showing what [redacted] did, he was rude and had an attitude about the situation. If they did this to me, taking advantage of us being parents and needing the car to run, using the scare tactic to get us to do it right there, what’s to say they haven’t done it to other unsuspecting people that don’t have any knowledge about cars? I saved myself the money by getting a second opinion, I just worry about the people who didn’t and won’t in the future.

Review: I was financing a [redacted] from here and two months after having the vehicle my CHECK ENGINE LIGHT CAME ON , as well as my shifter stopped working I took it in , I was told that my brake switch was repaired and oil was changed but never heard anything as to why my service light was on , then here I am only SIX MONTHS IN AND EVERYTHING ELETRICAL WENT OUT IN MY CAR , RADIO , CLUSTER GAGES , BRAKE LIGHTS , HEAD LIGHTS , A/C , MY HORN WONT EVEN WORK I then called in and spoke to maribella aside from the fact she was just RUDE SHE proceeded to tell me "well we don't cover anything electrical " mind you again I have only been in the vehicle for six months so I get the vehicle checked out elsewhere , I WAS THEN TOLD who ever installed my gps Passat did it wrong and all my wires where rigged up and that they can not find out whats wrong , im LIVID and at this point I had just changed jobs so me communting from north phoenix to SCOTTSDALE EVERYDAY BY BUS WAS RIDUCLOUS ESPECIALLY IF IM PAYING 400 MONTH FOR A CAR THATS SUPPOSE TO BE "RELIEABLE" ... so I mentioned that I want to do a voluntary repossession , and all of a sudden now their wanting to work with me , even mentioned putting me in a new vehicle , I declined saying I was left without a vehicle for THREE WEEKS due to the problems that was going on and I DONT HAVE ANY INTEREST ON DOING ANY BUSINESS WITH THEM while having this conversation I mention my new job THAT VERY NEXT DAY A GUY NAMED WILLIAM CALLED ME AND LEFT A VOICEMAIL ON MY CELL , THEN ABOUT 3 MINUTES LATER I HAVE A CALL ON MY WORK PHONE WHICH I NEVER GAVE THEM THE NUMBER FOR !! AND HE BEGINS TELLING ME THAT HE HEARD I WANTED TO DO A VOLUNTARY REPOSSION AND THAT WE WILL SUEING ME FOR THE REMAINING BALANCE , I TOLD HIM ITS A BIT UNPROFESSIONAL TO CALL SOMEOONES JOB AND THREATEN THEM , CONSIDERING THE FACT THAT THE REASON I DID NOT ANSWER MY CELL WAS BECAUSE I WAS AT WORK .... IM COMPLETELY DONE WITH THIS COMPANY that they do not stick by their word , they make everything sound good when your purchasing , NOT TO MENTION THE REVIEW THEY HAVE YOU DO ON YELP BEFORE LEAVING THE LOT ,Desired Settlement: AN APOLOGY AS WELL AS THEM TO NOT CALL MY PLACE OF WORK THREATING ME , !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!...⇄ />
Business

Response:

[redacted] purchased the vehicle from Express Auto Spot on9/26/2014. Included with the sale of thevehicle is a 12 month or 12,000 mile limited warranty which was fully explainedto her at the time of sale. The limited warranty does have coverage forspecific electrical components, but not the entire system which is standardwith coverage for used vehicles. [redacted] brought her vehicle to Express Auto Spot forservice on two occasions, 10/8/2014 and 11/26/2014. The first instance due to the check enginelight – the issue was resolved and covered under the warranty. The secondinstance was for a free oil change – the service was provided and the fee wascovered by Express Auto Spot. On March 18, 2015 [redacted] telephoned in to the paymentcall center saying that she was having issues with the vehicle and wanted tovoluntary surrender the vehicle. The representative assisted her with gettingtransferred to the service department and told her that we would work with herto get the issue resolved and keep her in the vehicle. [redacted] has not had the vehicle brought in to ExpressAuto Spot’s service department to be diagnosed, and we are unable to determinewhat the issues may be or what would or would not be covered under thewarranty. She claims another mechanic says the electrical failure is due to the“gps Passat” installed in the vehicle. This device, which is required as partof the financing and fully disclosed to the customer, had been working properlyfor 6 months without issue and most likely is not the cause of the problem.However, without being able to diagnose the vehicle we are unable to determinethe root cause. [redacted] did sign a finance contract to purchase thevehicle. Voluntarily surrendering the vehicle does not waive her obligationsunder the contract. A representative ofthe finance Company reached out to [redacted] to make sure she was aware ofthe process and ramifications of voluntarily surrendering the vehicle.