Bob's Auto Center, Inc.

Bob's Auto Center is the best!! Not only did my sales lady help me out greatly, but her manager did as well. I want to thank Tammy and Don for great customer service and getting me into the vehicle I wanted!! I didn't feel pressure at all and you both went beyond what you had to do. Again, thank you.","pos-3

Bobs forgot to plug my clutch fan in after some repairs which caused my engine to need replacement. I have not had the truck 3 months yet.I bought the truck with an extended warranty, however I was never informed there was a warranty cap of $5000. [redacted] the sales manager was unaware of the warranty cap as well. I even have text messages from him about this matter.Bobs replaced the belt, AC unit, and the tensioner pulley on the front of the truck. The truck overheated on a trip home and shortly afterwards it was discovered the clutch fan was never plugged back in. This overheating has caused multiple issues and a repair shop has said the engine needs to be replaced. The quote for the repair is around $12,600. I have tried to contact the general manager of bobs but I have been told he is trying to hide from me. I have been trying to reach him even driving to another location to give him the opportunity to make this right with no luck. I have not had this truck 3 months yet.Desired SettlementI would like bobs to cover the cost of the repair. Business Response The customer purchased a [redacted], a diesel with 165,342 miles on April 10, 2015. Per the terms of purchase the AC was checked and the compressor replaced as well as a belt, pulley and belt tensioner. This work was done on April 13 and 16, 2015. The mileage at this time was 165,621. On July 20, 2015 the customer returned to Bob's Auto Center complaining of problems. At this time the mileage was 173,892, an increase of 8,550 miles in just over 3 months. As a gesture of good will and at no charge to the customer, Bob's Auto Center checked the truck. No external leak was detected and the clutch fan was working correctly. The customer had also exceeded the towing capacity of the truck by several thousand pounds. Consumer Response Bobs is correct in saying the mileage had increased, I was on leave from the military and I took the family and our camper home to **. It was during this trip the problem arose. A clutch fan still works without being plugged in, the engine will spin it at the same speed the engine is turning. Once plugged in it will adjust to pull more air in when the engine is under load. It was discovered that mine was not plugged in so I plugged it in to prevent further damage. As far as exceeding the trucks towing capacity I would think the people that sell these truck would know there are 3 different towing capacities for this truck. I told them I was pulling 8K when this happened when in fact I was pulling a camper that weighed just under 6,000lbs (proof on request). [redacted] states that truck will pull up to 5,000lbs in the conventional weight carrying method, 12,500lbs in the conventional weight distributing method and 16,900 when using a goose neck trailer. (reference [redacted] motor company) My camper used the weight distribution method, so as you can see I was well within my weight window. I can provide proof of all weights for both the specified towing capacities as well as my camper on request. Also they hire mechanics that are not qualified to work on certain vehicles or are not equipped to do so. This kind of environment is what led to negligence on their part that caused my issues.

Issues with service/ warranty / contract on minivan.Was told one thing and they did anotherIn late October of 2015 at about 5:00 Pm we purchased a [redacted] Mini van from the bargain center on 17 . We spoke to a girl but I don't recall her name. I believe it was [redacted] but I could be wrong. I will use that name in this report for reference only. She showed us the van and I did take it for a quick test drive. traffic was quite heavy at the time but I was able to get the van around 35-40. Everything seemed good except the battery seemed week when the van was originally started. [redacted] said she would make a note to have the battery tested. [redacted] was friendly and seemed knowledgeable.We needed a vehicle for my work as I am self employed. My wife also has medical issues and is disabled and we needed something reliable for doctor appointments. [redacted] explained the van had a 25000 mile guarantee on "internal engine components and transmission/ drive train". We asked her specifically if something major that was NOT covered happened with the vehicle , how that would be handled. She explained anything over $200 could be added to our loan payment. We asked about towing and was told Bobs did NOT cover towing but again that could be worked into our loan payments. We started paper work abut 6:20pm. [redacted] explained the paperwork was basically everything we had already previously discussed and was eager to get it finished as she was supposed to leave at 6pm and was staying late. In addition my mother who gave us a ride was diabetic and had not eaten so we as well were eager to finish up as well. [redacted] did NOT go over the contract page by page and instead simply said "sign here and here and here" We finally left at close to 7 pm. On the way home we had to hit our break hard to avoid hitting another vehicle. We noticed a shake in the front end. We went back to Bobs the next morning and told [redacted]. She made some notes and had us sign a paper and told us she would schedule the van to be fixed at no charge. Two weeks went by and we didn't hear anything. By now the battery was also not starting the car . I went back to Bobs and spoke to Eddie who said he would look into it and call us. I ended up buying a battery out of pocket. Another 2 weeks went by , It was almost Christmas. By now the bargain shop I purchased the van from was closed. We went to the main office and spoke to [redacted]. She found no notes or paperwork about the repairs but said she would look into things but it may take a few weeks because of the holiday. In February we still heard nothing so we went to the service department who told us we had waited to long and that I "should have stopped by everyday" . Early this month the transmission stopped working. We went to Bobs and was told we had to pay for towing out of pocket and that only INTERNAL transmission parts are covered.We had gone to National [redacted] that morning while we waited for Bobs to open and they told us it sounded like a sensor.Bobs said , this would NOT be covered. We asked about if the repair was over $200 , adding to our loan , and was told this wasn't possible and we had been misinformed by [redacted] who no longer works for Bobs. We were sent to see [redacted] who said there was nothing she could do and go see the financing Dept, who said they could do nothing. We asked if we could at least get the vehicle towed and was told we would need to find a tow truck and pay to have it towed. Our insurance MAY repay us. [redacted] said they would reimburse us but it could take up to 30 days. I had just got out of hospital and had just enough to make my van payment! We have been constantly misinformed by this company. Brakes have never been fixed, now the rotor is scarred. I had to get a new battery out of pocket and now they appear to be trying to get out of paying for the trans. I have informed them I would like the van picked up and be done with this mess. They already have close to $4000 of my money and they are getting the van back. Now they want a judgement against me. Desired SettlementI simply want them to take the van and not have a negative impact on my credit and no judgement. I am out $4000 but I am NOT asking for that to be returned. I will keep my battery, they can have the van, fix it and resell it.

They took my car back a week after I got it and had no reason behind it and refused a refund.I went up there with my deposit and signed all the paperwork needed and drove off the lot with a [redacted]. They said everything was right and as long as I made my payments the car was mine. Not even a week later they shut the car off with the ignition switch and said that my paperwork was messed up and that they was taking the car back and no I could not get my deposit back..Desired SettlementEither a refund of my deposit back or the car back..Business Response All down payments are non-refundable however we did refund partial down payment. Also all the paperwork was not complete and was not able to prove what was stated on original forms. Customer was told the deal could not be finalized without proper proof of documents.

I just wanted to say thank you to [redacted] for taking care of the sale of my Lexus. I really love the car and could not be more pleased with your professionalism throughout; from our first email until the car was delivered to me. I well send anyone in the market for a vehicle to you. Thanks again!","pos-1

I was told that all used vehicles were inspected and thoroughly tested prior to sale. I have $2000 worth of repairs to complete for a road safe vehiclI bought a used [redacted] truck on 28 Aug 15. During the test drive I noticed a shimmy in the front end. I was ensured by the internet sales manager and store manager that all vehicle were thoroughly tested and inspected prior to sale. The next day I took my new truck to a mechanic to get the tires rotated and balanced and was informed that my right rear wheel bearing was no longer serviceable, and both ball joints on the drivers side front wheel were blown out as well. It will cost me in the range of $2000 for a mechanic to repair my truck. Bob's Auto Center does not honor any warranty, or fix any vehicle issues identified after the sale./////Desired SettlementI would like Bob's Auto Center to pay for the repairs necessary to my truck. Or at least ensure that the vehicles they sell are road worthy prior to sale. I cannot imagine a young Marine driving off the lot thinking they just made a good deal and breaking down shortly after with minimal means available to fix the vehicle./////

I just want to give a shout out to Shawn for the extra mile he went for me. Much appreciated buddy.. I would recommend Bob's Auto and ask for Shawn!","pos-2