Duncan Acura Audi

Review: I purchased a 2009 Toyota corolla on 10/4/2013 with 59,589 miles for 12958.91. The car was presented with a clean car fax and title. Since the purchase the car has been in the shop at Duncan at least 4 times for a massive oil leak. It has also been to [redacted] Toyota 2 times for same issue. Duncan paid for all repairs, but has of now I have let them know on several occasions that the car is still leaking oil. They have avoided my calls and say they have to speak to someone, but never getting back to me. I brought to their attention immediately on inspection when I arrived home that I found paper work listing the car had been in a major accident. They were shocked but have done nothing about it. I gave them copies of the paperwork I found and they told me to research car fax. The car was bought at auction in Pa by Duncan, The [redacted] Insurance company has informed me because the car left the state a title wash may have occurred. I can not prove this, but almost 8000.00 damage on a 2009 corolla should have shown up. I would just like this car running and safe. I can not afford another car. I put my money into this one. I have also been informed there are outstanding recalls on this vehicle too. I have been more than patient, but when the car has been in the shop move than it has been driven I am worried about my safety. Duncan has a buy worry free 72months or 72,000 miles, so I do have warranty left. I do feel that this car has been misrepresented to me and they are avoiding me because they can not fix it after many tries.Desired Settlement: I would like the vehicle fixed or replaced due to misrepresentation of sale of the vehicle. This vehicle does not have a clear title and causes to have issues that the dealership can not fix. This car was involved in a 3 vehicle accident on 2/04/2011 costing [redacted] Insurance to pay a claim of 7,885.55 claim # [redacted] according to [redacted] the car was rear ended and pushed into another vehicle. Every inch of this car was damaged. Duncan did not inform me of this at time of sale, issued clean.

Business

Response:

This letter is being written in response to a recent complaint (id#[redacted]) issued by Mr. [redacted]. As is stated in Mr. [redacted]'s letter, he did purchase a 2009 Toyota Corolla on 10/04/2013 with

correctly stated miles of 59,589 however; the purchase price was $12,000.00 plus $958.91 in sales tax,

gross receipts tax, title, tags and $379.00 processing fee. My records show that on 10/14/13, we opened

a service repair order (#[redacted]) to troubleshoot and diagnose an oil leak to Mr. [redacted]'s car. It was

determined that the vehicle had oil leaks around the oil pan and timing belt cover. We replaced both the

oil pan gasket and the timing belt cover gasket as well as a new oil and filter change and checked the tire

pressure in each tire at no charge to the customer.

After a phone conversation with [redacted]'s mother we brought the Toyota Corolla back in on

11/04/13; we opened another repair order (#[redacted]) for further oil leak issues that the mother was

describing. The service tech. found that after fixing the first two oil leaks an additional leak had arisen

around the oil filter housing. He replaced the gasket and a small o-ring and determined the issue

resolved! Once again, at no charge to the customer!

On or about the first week of January 2014, I received another [redacted] from [redacted]'s mother stating

that she still had oil dripping from the corolla on to her driveway. We decided at this point to sublet the

trouble shoot &diagnoses to [redacted] Toyota of Roanoke. They opened a service repair order

(#56817119/1) and determined that the timing belt cover's bolts were loses and needed to be re-torqued.

After a test drove, the car was pronounced repaired and returned to our dealership. Once

again, this repair was at no cost to the customer!

On or about the first week in February 2014, [redacted]'s mother again contacted me and stated more

oil leaks were dripping on her driveway. I had [redacted] Toyota open another service repair

order([redacted]/1)to diagnosis the issue. This time it was determined that they needed to re seal a

crank position sensor that was leaking. [redacted] Toyota elected not charge us for this repair!

On or about the beginning of March, [redacted] and his father came the Acura store to ask for the

dealership to buy the vehicle back. We discussed their options, and I agreed to sell them a vehicle of their

choice e¡ther then or in the future at a zero profit deal and that I would put current fair market value in

their vehicle. They select two vehicles that day that they might consider and I even increase my trade

offer to $500 above market value to help ease the customer frustrations. I was told that they would

contact me the following week to let me know what they wanted to do. The following Monday, [redacted]'s

father did contact me and let me know that they weren't ready to make a trade decision on those

vehicles and that [redacted]'s mother wasn't completely satisfied with their options. He said that they would

continue to think about everything and keep watching our inventory. At that point I asked the

salesperson involved [redacted] to contact [redacted] later in the week to let me know of any changes in their

thinking. After several attempts to reach [redacted] finally spoke to him several days later and [redacted] told

him" that they weren't going to do anything at this time."[redacted] told [redacted] to contact either him or me if we

could be of any further assistance and that is the last time we have heard from anyone in the family.

As for the damage, I don't recall any paperwork showing previous damage prior to Duncan

Hyundai buying it at auction. We pulled a Carfax at the time of delivery and had [redacted] and his father both

initialed that the vehicle had no accident history listed. I even pull a Carfax and a Autocheck report on

04/19/14 to see if something had popped up since original delivery. Both are still stating no accident

l¡sted to the vehicle or open recalls!

I'm not sure what or where this accident information or recall information is coming from but I

feel that we have gone above and beyond the norm to work with this family. Because this family has

purchased several vehicles in the past from our store, we have paid out o total of $1,047.41 on three

repair tickets to try to resolve their issues. l'm also not sure why [redacted] thinks we are avoiding him, I have

spoken to his mother many times in the past and each time have made gestures of help to work through

the issues.

[redacted] , because of the customer's allegation of a post vehicle accident history and because our

records don't indicate any history, I have opened a potential claims loss investigation by Federated

Insurance Company to investigate these allegations! Their claim number for this case is #[redacted]. After

they investigate the history, they will contact me on final determination. I will forward you there findings

at that time! Again, this is as detailed on account as I can remember, but feel free to contact anytime if

you have any questions

Regards

Duncan Acura,Audi