International Autos, Inc.

We feel badly for Mr. [redacted] and would like to address his concerns. One of our most Senior Audi Technicians inspected and disclosed the vehicle properly including the value added repairs we performed. A local muffler shop quoted us the repair price for the exhaust work that was needed, which again, was disclosed properly.
The repair Mr. [redacted] authorized after purchase could never be verified by us as he lives well outside our area of business. Regardless, this car was also sold like the majority of older cars "As Is" and properly disclosed as such on all purchase documents.
Our internet price isn't based on any suggested book value but rather the Used Car Marketplace. We use VAuto, a National Used Car Pricing Company which is the largest in the Nation to price inventory within a radius of 500 miles. Our internet price was online and was the reason Mr. [redacted] contacted us to begin the process of purchasing. Mr. [redacted] also didn't pay our advertised price, as he made an offer of $10,000 to buy our car which was roughly $900 less than our advertised price. We accepted his offer with a full disclosure as well.
Lastly, we do not accept credit cards for a payment source, just as with most other dealers.

Please note that Ms. [redacted] had her vehicle towed to our service center with a check engine light being on.  We inspected and diagnosed vehicle and found that the Accelerator Pedal Module was faulty.  Client does have a 3rd party extended warranty, however they will not cover that repair,...

 as she only has Powertrain coverage.  Since purchasing vehicle, client has had a battery replacement.  One tire was replaced due to a roadhazard, that was covered with a $50.00 deduct from the Wheel and Tire coverage that she purchased.  She also had a water pump failure that was covered by her extended warranty with a $250.00 deduct.   I believe client may have contacted BMW Customer Relations about a possible repurchase, which was denied.  She did purchase a used vehicle with 72k at time or purchase and vehicle is not eligible for a repurchase.  Client declined to have repairs made at this center and had vehicle towed out to a different center for repairs.  If the repairs were covered by her extended warranty, she could have been provided with a rental car, and towing charges would have also been covered.  We are unable to cover these repairs for her, but would have worked with her as best as we could to make the repairs to her vehicle.   Tell us why here...

Good afternoon, I first want to apologize for any misunderstanding or inconvenience that his may have caused.  I have reviewed in great length the previous repairs and current repairs that are needed for this vehicle.  Vehicle was purchased by the client in June of 2015 with approx. 35891...

miles.  Prior to the vehicle being made available for sale, we did perform the BMW CPO inspection.  At that time, it was determined that vehicle was in need of an oil and filter service, biannual brake system flush and micro filter servicing.  These maint services were completed, the vehicle also received the balance of the BMW CPO inspection process.  This also includes the brakes and tires along with other items.  At that time it was determined after visual inspection and computer checking the brakes front and rear, the brakes were within proper specs and did not require replacement/servicing.  Same with the tires, the tires were also well within specs for the CPO inspection. Incidentally client was also told that he needed tires and was ok with fact that he needed tires and was going to get those replaced in the future. Vehicle did have an overheating issue back in April 2016, and that was a faulty water pump which was taken care of for client under the BMW Limited CPO Vehicle Coverage.  In June of 2016 client presented the vehicle for an alignment and a rattle type of noise.  It was determined that a splash shield under the vehicle had come loose, this was reattached and secured into place.  Client at that time declined alignment because he was going to be getting new tires.  In August 2016 client presented vehicle for a scheduled oil and filter service along with an air filter replacement which was called for by the CBS Data from the vehicle, these items were completed.  Client then presented vehicle to International Autos on 10-11-2016 stating that the brake pad warning indicator was on.  Visual inspection for the car indicated that the front brake pads had worn to the point of the wear sensor was hitting the brake rotor triggering the warning indicator to appear on the dash.  Client was informed that front brakes needed to be replaced and the maintenance indicator reset.  Client declined the repairs stating that it was way too expensive and they were coming to get the vehicle.  Client did come in and pick up vehicle and spoke with the sales department about possibly trading vehicle for a newer vehicle, unfortunately that was not accomplished.  Clients husband contacted me the next day inquiring about this and stated that this has to be covered under the warranty and that International Autos was negligent in taking care of and for not doing what was needed at time of sale to them (over one year previous).  I assured him that was not the case.  If this was something that would have been called for at that time it would have been done.  I also explained to Mr. [redacted] that the Maintenance portion of the BMW Limited Coverage had already expired and that unfortunately brakes and wear items were not covered under the BMW CPO Coverage which is still in place.  These items are considered wear and tear and are not covered under the CPO coverage.  Client again expressed his dissatisfaction with this and claimed that he has had several major  issues with the vehicle and would seek Lemon Law remedy.  I explained that I was not an attorney and was unable to advise him on that.  He also mentioned just returning the vehicle as he no longer wanted it.  I explained that would have to be discussed  between him and his finance company and not me.  I offered to work with him as best as I could and offered a 10% discount on the repairs, however client declined that saying it was not good enough for him.  He wanted full assurance that International Autos would cover the needed repairs.  I again explained that that was not possible as this is considered a maintence item and the owner is responsible for any and all maintenance items, and that these items are not covered items under the Limited CPO Coverage.  I also pulled the BMW CPO Inspection Sheet that was completed prior to sale and sent to client showing that all the items were checked and checked properly.  He asked who my supervisor was and I directed him to [redacted] along with this phone number and extension.   I have also briefly outlined that repair history since client purchased the vehicle showing the history since purchase.  I was also able to record the CBS Data from those visits showing the mileage progression of the front and rear brakes.  This too was discussed and explained to the client how this works.  Client feels that it is a computer and computers are wrong.  I again assured him that was not the case and we ended the call with him stating that he no longer wanted to discuss this with me any longer and would seek some other form to discuss his concern. I again do apologize to the [redacted]’s for this, and will do what I can within my power to remedy this, however to say that International Autos or BMW for that matter have done something negligent as he states, is not correct nor will be done.    CPO Inspection      Ro 482688  06-29-2015  35891 Miles     CBS Data showed Front Brakes having 37282 Miles left and Rear Brakes having 18020 miles left until replacement Overheating            Ro 499803  04-05-2016  43091 Miles     CBS Data showed Front Brakes having 22991miles left and Rear Brakes having 6835 miles left until replacement Rattle noise             Ro 503958  06-06-2016  46149 Miles     CBS Data showed Front Brakes having 18020 miles left and Rear Brakes having 3107 miles left until replacement Oil and Filter            Ro 508393  08-15-2016  49217 Miles     CBS Date showed Front Brakes having 13670 miles left and Rear Brakes having 3728 miles left until replacement Brake warning        Ro 512107  10-11-2016  51570 Miles     CBS Data showed that Front Brakes are -62 miles overdue for replacement and Rear Brakes having 3720 miles until replacement.  It is important to note that from the time of purchase of the vehicle in 2015 at 35891 miles until the most recent service visit the vehicle had been driven more than 15,000 miles and more than a years' time had passed. Depending on the driving style of the customer(s) brake pad wear is recalculated by the vehicle's onboard computer. However, when the vehicle is in for service, our factory-trained BMW technicians always also physically measure brake wear as well.  Attached please find the signed document with Mrs. [redacted] declining the purchase of BMW maintenance. So, after CPO has expired, the [redacted] are on their own for all repairs and maintenance needed.

We sold Mr. [redacted] a 2006 A4 which was inspected by our senior-most Audi and Porsche factory-trained technician.  This car was safety inspected on RO 502414, where we quoted new tires and rear springs. We replaced tires and springs and road tested the car. We also noted a leak in the...

center muffler which was found during the safety inspection.  Sales department received a quote of to fix this issue.  We sold the car to this customer at his offer price of $10,000, and advised him of the exhaust repair cost and that we could sell it to him knowing as such.  He took delivery aware of this exhaust issue, and the financing delay was due to the customer requesting for a longer term than what is customary to finance a 10 year old car.  The customer's credit score in this case is irrelevant in regards to the time it took to get approved for the financing, it was the term requested. The customer drove the car to St Louis from Milwaukee and around for 2 weeks before any issue arose.  After talking with our GM, we elected to not participate in any repair he initiated since it was sold AS IS and we could not verify the conditions in which the car was driven.  The Buyer's Guide was disclosed properly as illegal exhaust and a description of the problem which is our responsibility to do such. It is important to know and remember that this car is 10 years old.  As cars come in on trade, and a safety inspection is done, the items that come to our attention are always noted, or noted and repaired.  The whole premise of doing a safety inspection is to verify that the car is safe to drive.  The car has never been unsafe to drive.  There is no way to know or predict an issue such as this by doing a safety inspection.  It is the position of International Autos, Inc. that there has been absolutely nothing unethical done, as all issues that we were aware of were properly and legally disclosed on the Buyer's Guide, and the customer knowingly purchased the car AS IS.  Any subsequent issues are not the responsibility of International Autos, Inc.

[redacted] at International Toyota, did send the customer the gift card as promised, but not in timely manner.  Therefore, we regret any inconvenience this may have caused and extend our sincerest apologies.  We respectfully request that the Revdex.com close this case...

satisfactorily.  Thank you in advance.
International Autos Group Management

This car was sold as a Mercedes-Benz CPO on the 8th of November with [redacted] miles.  We did do some repairs on the wheels in October when it was certified.  Customer test drove the car with no complaints and came back to pick it up another day. After delivery, they said there was a dent, we...

fixed it no charge. They complained of a noise when driving which we diagnosed on December 14 as tire noise, but tires were within Mercedes-Benz CPO measurement requirements. We did not diagnose a bent wheel. In February, with [redacted] miles now on the car, the customer stated they had taken the car elsewhere and they had diagnosed with a bent rim.  We agreed to fix the bent rim, and did so on the 9th of February. This was 4500 miles after original delivery. I did not question the customer, however it is entirely possible that the bent rim occurred anytime after delivery, through no fault of our own.  We paid to have the bent rim repaired, and for the re balance of the tire. We also offered to have the company who repaired the rim speak with the customer to detail what was done, I don't believe that happened.  
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11890522, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They never fix right at first timei have this problem every year ,they gave a wrong diagnostic,also they never call me to talk to about it
Regards,
Walter [redacted]

Mr. [redacted] spoke with BMW Manager Robert H[redacted], and he acknowledged that his car had gone
through the Wisconsin Safety Inspection, that his current issue was not a
safety issue, that his car was sold “as is”, that his car is no longer under
warranty,  that he was offered various...

warranties for purchase from us and
that he declined those.  The warranties that were offered him are still
available for purchase through International Autos.  Per the Service Manager, Tony Przytula, the missing lug bolt did not occur at the time of the Wisconsin Safety Inspection that dealers are required to perform before the sale of the car--this was a repair done some time later.  Moreover, it was not a safety issue.  The lug bolt was promptly returned to the customer after his phone call to the Service Department.  International Autos Management

Over the course of the last two weeks, [redacted], the general manager has left several messages for both the husband and wife.  In those messages he has indicated that he is willing to provide a refund and rectify the situation but all messages have gone without a return call.

The part itself is not an OEM Audi part which is why our Service Advisor and Technician stated they had never seen this before.  I was told that the part was already broken when the customer bought the car in, but that is irrelevant at this point.  We do value our customers--military...

personnel and otherwise--which is why I am extending an offer to the gentleman to come in and have the part replaced on us.  We are reaching out to the client today, via the phone number within, in hopes of scheduling a time for him to stop by.  Should he see this first, I ask that he contact our [redacted], at:  ###-###-#### or [redacted].  Thank you.
Regards,
[redacted]

This guy also did a stop payment on the check that he wrote. The part needed was no longer under warranty. When he came back we offered to look at the vehicle again and he chose not to. We would diagnose the vehicle at no charge but he would have to pay for his prior service that he had agreed to....

He has not answered any of our calls and this is the client that we sent the certified letter to last week because he owes money to us for his repair work.

The customer also filed a complaint with the state of Wisconsin.  They have come to the dealership to investigate and ruled in the dealerships favor.  The customer was offered an extended warranty at the time of purchase which they declined.  They are agreed to buy the car as is....

 At the time of purchase, the air conditioning unit was working properly.

Customer was aware of credit situation when she talked to Finance Manager via phone prior to coming in.  Once she filled out the credit application and he was able to see her credit report which included current items in collections and roughly $7,000 in negative equity in the vehicle she was...

driving, there was no way to get her approved for a vehicle loan without some money down.  [redacted] explained to her some things she could do to improve her credit (get the collections items taken care of, and pay down the balance on her current vehicle).  Once she got that handled, they were going to revisit getting her approved for the vehicle, which mostly would require less money down from her.

Our paperwork is managed properly and legally per the state of Wisconsin as well as BMW. The issue you are referring to is just what we can see in the service side of things, which is all computer-based. There is no issue with the mileage at times of service, as the mileage is read through the information stored on the key as far as BMW warranty is concerned. Even if the mileage for your CPO was entered wrong by International BMW internally, the mileage recorded and stored in your key is how the CPO information is determined, not what International BMW types in. There is no way to alter that information, as it is stored with BMW for exactly this purpose, and not the dealership.If the issue here is the brakes, again, International BMW will state this: It is important to note that from the time of purchase of the vehicle in 2015 at 35459 miles until the most recent service visit the vehicle had been driven more than 15,000 miles and more than a years' time had passed. Depending on the driving style of the customer(s) brake pad wear is recalculated by the vehicle's onboard computer. However, when the vehicle is in for service, our factory-trained BMW technicians always also manually measure brake wear as well. There is nothing suspicious about a computer recalculation, as this happens with every BMW sold since the inception if this technology. As maintenance (which would include brakes) was declined these repairs are 100% the responsibility of the client. BMW is very specific on their certification process, and everything was up to factory-determined standards at time of purchase.International BMW will offer the brake service to the customer at cost, which is more than a 10% discount originally offered. Although this will be offered, International BMW does not take any responsibility for brake wear of customer vehicles.

International MINI would like to apologize for the misunderstanding first in the stock number and vehicle, and for the clerical error that occurred in this instance. There was an error in our computer system in regards to the demo vehicle in question. Our sales manager should have communicated more...

clearly the reason for the price differences. Our GM has personally apologized and has spoken with the customer in regards to the vehicle he is interested in, and has offered an additional $1,000 for the customer’s trade-in, and an additional $1,000 off the sale price of the vehicle. All this done in hopes that the misunderstanding could be rectified, as this is not representative of how the International Autos Group conducts business. We hope that through our apology and new offer we can come to an agreement.

Ms. [redacted] purchased a 2004 Porsche Cayenne from our West Allis campus. At time of purchase, the vehicle had 130,000 miles on it, and was sold “as is.” All applicable warranties have long since expired.Before sale the dealership “safeties” all used vehicles. This is merely to ensure that the vehicle...

is “safe” to drive. Tires, brakes and general function are all checked. Anything that happens to a vehicle after it has been sold “as is”  is not the responsibility of the dealership.At this time, Ms. [redacted] does have her vehicle back after it was towed to International Autos, then subsequently to International Porsche in Waukesha and repaired.

Ms. [redacted] purchased a used 2008 750lxi from us on April 20th, 2015.  The car was in good condition, passed the required Wisconsin Safety, which was presented to the customer at delivery and which she signed taking ownership of the vehicle sold in “as is” condition.  We offered the...

customer a warranty for purchase, as the vehicle had none, and she declined  the warranty with her signature.  In the last 3 months the vehicle was driven 11,819 miles by Ms. [redacted] without any known maintenance by us.  Recently she contacted me to inform me that she has had to add oil to the vehicle and the exhaust was not normal; I suggested she bring it into service for repair.
 
Robert [redacted], [redacted] The customer purchased the vehicle and declined to purchase the extended warranty as was presented to her.  As a goodwill gesture, we will reduce our original estimate from $9,044.30 plus taxes to $7,181.95 plus taxes.  If she would like to proceed with the repairs, please contact BMW Service Manager, [redacted], at:  ###-###-#### to make arrangements.  –International Autos Group Management Here is the estimate that was presented to her:                                Parts      $1399.30                                Labor     $7645.00                            �...⇄ Total      9044.30 plus taxes We should be able to do the job for this estimate for her:                                Parts      $926.95                                Labor     $6255.00                                Total      $7181.95 plus taxes

To Whom It May Concern:In response to International Autos assessment. I bought this vehicle for my son, and yes the exhaust issue was disclosed, and I was told it would cost approximately $300 to fix it. I purchased this vehicle for a price of $10,000 knowing that fair market value for this vehicle ranged between $7,000 and $9,000. Because I thought I was paying for the "piece of mind" that the vehicle was carefully inspected, and would run without issue for an extended period of time, not two weeks? If this vehicle was carefully inspected, and deemed road worthy, why did it cost me an additional $1,800 to have all the things that were wrong with it fixed? This includes a "friends & family" discount, otherwise the repair would have been over $2,000. I have attached the repair bill for reference.In regards to the financing not being able to be procured because of the term I was seeking. This statement is simply not true! I had told the Finance Manager, who I tried to reach out to in an effort to corroborate my story, only to find out that he is no longer there and the Sales Rep. that I would accept any term, one, or two years included. The fact of the matter is, I could have simply put the purchase on one of my zero interest credit cards, and I retrospect, I wish I had. They could not procure a loan because of the amount that I wanted to finance was well over the Blue Book value of the car.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
International Autos intact did diagnose the failed suspension components on 4/6, I have their work order which states "front thrust arm business need to be replaced" which I declined to have International Autos repair as I was not comfortable that it would be done correctly with the missing lug bolt on the previous visit.  The dealership also failed to fill the Wisconsin Vehicle Buyers guide out correctly, checking boxes that don't even apply to the car that I purchased even further bolstering the fact that they knowing sold a car in need of suspension repairs.  Furthermore, the car is now also in need of repair work turbochargers.  Bottom line is the dealer sold an unsafe vehicle and failed to make good on it.
Regards,
[redacted]

Review: I traded in a vehicle at international autos. left some personal items in the trunk- [redacted] told me I could come get these items but stopped responding to my texts.

I asked hwen I could come get the items from him and he stated "when you bring in the other set of rims". which was brought up initally but never agreed upon my me. I spoke to his boss [redacted] who was as helpful as he could be but informed me that the detail company had already discarded my items. [redacted] had told me the day before they were still in his possesion and when I brought in the rims I could take them back - which came off to me like extortion. I had misc. clothes, shoes, and some personal items with sentimental value like a flask from my brothers wedding. which was promised to be returned but thrown away instead because I wouldnt do what [redacted] asked. the car I traded in sold before this and he still wanted to get the rims for no reason.Desired Settlement: I would like this matter to be resolved by some sort of reimbursement. I feel this was handled very unprofessionally by the manager who is supposed to handle himself with some sort of class.

Business

Response:

I apologize for the inconvenience caused to Mr. [redacted] surrounding the rims. It is unfortunate that the detail company we contract with to clean trade-in vehicles discarded his personal artifacts. I recognize that we had a learn from this experience and can assure current customers, and prospective customers, that this is not how we aim to do business. I welcome a personal conversation with Mr. [redacted] as to resolve this matter outside of the platform that the Revdex.com offers. I will make myself available and encourage a call to my office at: ###-###-####. Generally, I am in the office Monday-Thursday from 9 a.m. until 8 p.m. and Saturday from 9 a.m. until 5 p.m. Thank you.

Regards,

[redacted]