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One Stop Automotive Sales & Service

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Reviews One Stop Automotive Sales & Service

One Stop Automotive Sales & Service Reviews (15)

I have reviewed the response offer 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 [redacted] is still not providing any facts towards costs and the description he's giving of the vehicle is completely wrongObviously the truck was not in perfect condition because had it been we would never of needed him to fix itHe's yet to answer anything I have asked.Instead he's making stabs at my husband and my financial situation he knows nothing aboutAnd now making accusations that my husband wrecked the truck on purpose? I find that very unprofessional and sickening considering my husband could of died easily in that wreckI feel like this is being handled by [redacted] very unprofessionally and making stabs at my husband and I to try and cover up what's questioned here Regards, *** ***

I have reviewed the response offer 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.The response the business gave wasn't only unprofessional but also very manipulative and unsettling. Not only did the company not address the complaint directly, but very assertively attacked my husband's and my personal lives and our financial situation he knows nothing about. He quoted things I never said to him and I feel he was very assertive to make us sound like we were trying to manipulate him and his business for money we deserve to have returned to us. I find it very odd he stated on our last phone conversation that the reason the missing part was never put onto our vehicle was because he didn't have the right part and it had been ordered and was on its way. In this letter he's making it look as if there was no part that there was only an "adjustment" that needed to be made? My husband and I did sign a paper stating there was not a warranty for this vehicle. However [redacted] and his ex-wife ( who was the one doing paperwork with myself and my husband both) Explained that if anything had happened within two months to the vehicle to bring it back and they would fix it. There was never a warranty that we declined. He actually told me on the phone when I addressed this problem with the unfinished transmission that they didn't offer warranties when we bought the vehicle. So I addressed the two month deal they had talked about and he once again said they didn't offer warranties when it the vehicle was sold.  As [redacted] stated we bought the vehicle in march. By may the vehicle had been looked at and a decision had been made it needed a new transmission. He did tell me about the transmission in the other vehicle but later told my husband that it didn't work and that he had to get a "new" transmission for the truck. That was apparently the reason it had taken two weeks for the transmission to be finished leaving us stranded with one vehicle. We never signed any paper work nor did he ever ask for any kind of agreement for $100 extra on each bill adding up to $1000. We thought this would cost, at the most $800 dollars because that's what [redacted] had told us initially. He did tell us he would tag the cost of the bill onto our total owed amount which I thought would drag them out further since there was no agreement upon beginning the job or retrieving the unfinished transmission. In fact the first time he mentioned the $100 extra a month was two months later when we went to pay the end payment since the transmission work. He mentioned we were behind and that the payment monthly had went up $100 a month. I never agreed to it I just remained silent and told him I was only paying the $200 regular payment that day. Again, nothing was ever signed nor was there ever  a price that was told to us until the day I went to make a payment 2 months later. After that when we came in to pay our bill we never addressed the transmission and because we never signed anything and he never finished the job we were weary of the situation and didn't want to bring any more problems to him with the vehicle due to over charging, halfway doing the job, and the lack of documentation he supplied. I spoke with a lawyer on the situation because I had never dealt with any situation like this before and I felt like I had purchased a faulty vehicle that since purchase had begin to rapidly deteriorate with problems concerning the rear suspension air bags, the battery died frequently, (which I brought to him and he took one out of his other cars and put it into my vehicle), there was an electrical problem with the seat adjustments to where someone had taped the adjustment handles onto the seat and ended up completely shorting out just after the transmission was finished and the seat sat so close to the steering wheel only my husband could drive the vehicle. Which after the other problems arose my husband deemed it unsafe for me to drive anyway so I rarely drove the vehicle unlike what [redacted] stated on a subject he knows nothing of. (I actually really loved the vehicle at first and had always wanted a big family SUV never did I state I hated it to [redacted]. ) On December 5th my husband was driving in front of me in the envoy and I was following in my other vehicle. I saw sparks shoot out the right side of the front wheel and  my husband stated that the steering started to shake  and suddenly jerked him to the right into the woods. I was currently behind one payment of $200 dollars and the next one was due the 8th. I knew that this was going to turn into an issue and I was told to proceed with caution from my lawyer. I called [redacted]'s car lot and a woman answered ( I am assuming one of his receptionists) and I simply asked what the cash out price of my vehicle was. She pulled my folder and told me what it was and I asked her if that was before or after the transmission. She told me she wasn't sure and that she would place our folder on [redacted]'s desk to call me back. I thanked her and asked if she could connect me with him. (I knew if that had happened that way that there would be suspicion of why I asked.) So I talked to [redacted] and told him what had happened and he told me " the cash out value would be 5,712  but that with the transmission it went up to 6,712  but not to mention that to my insurance." I immediately called my insurance and told them what was said because I felt that was an odd request for me "not to mention" something. I was hoping that in order for my insurance to pay him for the balance on the car they would need paper work but reality of the situation set in when I was told he held the title to the vehicle and that what he said we owed is what they had to pay to retrieve the title from him. This left my husband and I with 1,253. So I did call [redacted] at this point to talk to him about this issue which was all stated in the first letter. He told me during this conversation that the part it was missing never got put on. "so the job was unfinished?" I asked. His response was "technically". Never did I call him crappy. During this conversation which I was obviously getting annoyed with he tried to sell me another car which he said he could " make the price of what we were getting back in the settlement." I told him I wasn't going to buy another car from him after this whole situation. At this point I was done speaking to him and got off the phone.
   In regards to my initial complaint he never addressed the lack of paper work or the over charged pricing. Nor did he address the fact that the vehicle was missing a part and simply wrote it needed an adjustment? I have done some research into the list of supplies we apparently paid for during this transmission work which were stated in his letter. These are based on advanced auto pricing. keep in mind that most dealership get discounts off of original pricing because they are frequent customers.
transmission fluid - $4.99 a quart...11 quarts to fill transmission is roughly $60.00                                     ...
Transmission filter-$20.99
Transfer case gasket(2003 envoys do not have one) permatex would most likely be used $7.00 a tube
"transfer case fluid" is the same thing as transmission fluid which is the first item priced above.
Core transmission charge for a gmc envoy xl sle w/ a 5.3L V8 w/ A 4L 60E ranges anywhere from $400-$600.
All of these items total up to 687.99 and this is before his discount he would of received and with the transmission at highest cost.
I don't feel like my initial complaint was addressed. He admitted that the transmission was rebuilt but never addressed the costing except what he had changed it to without letting us know until a later date. After doing research and providing the prices of the items he listed( minus the one that was never put onto my vehicle) it is quite obvious that we were overcharged and apparently charged for things our vehicle doesn't possess. Again, I feel like the way he felt like he needed to put my husbands employment record and things I never stated to him shows that he isn't dealing with this in a professional manner and is very unwilling to fix his mistake and admit that several mistakes were made. I have yet to see paper work on the transmission or receipts towards anything that was purchased for the job that we never did paperwork for. It seems to me he is still lying about the transmission job itself and is trying to hide the lack of paper trail he has by inferring that we are financially unstable and are trying to take advantage of him and his business, which is not the case by any means. His inconsistency in his story and constant contradictions prove that something wasn't done right during this transmission replacement. I would still like my initial settlement of a refund to what we are owed for money he took for a job unfinished and lied about the cost of.
Regards,
  Mrs. [redacted]

re: [redacted]This in response again to the complaint filed from the [redacted]'s.  The vehicle in question simply was in great shape in regards to the repairs in question.  The "issue" was the shift indicator not being perfect so when in drive it was not reading in the middle of N and D.  This was known after the customer picked up the vehicle but do to their short time schedule they decided to take vehicle.  I informed the customers that it was a quick fix around 10 minutes to adjust the shift indicator.  The customers drove the vehicles for several months with no issues resulting from this.  The vehicle would drive and perform fine.  The customers were able to make it to and from work daily and never once tried to bring vehicle back for the adjustment.  The transmission had a warranty but after the vehicle is totaled and issue can't be resolved isn't the time to bring up a 6 month old issue that you had made no prior attempts to get fixed.  The vehicle was already up for repo and would have picked up within a few days.  The vehicle being totaled actually worked out best for the customers since they were about to loose the vehicle completely with no money going in their pocket.  They seemed to be determined to get as much money as possible since income was short hence the vehicle being in repo status.  The customer also worked at a garage during several months of the time frame in   question which he could have easily fixed if it was such a big issue as they now make it to be.  In short they were short on money looking to cash in to get rid of a car payment.  They "accidentally" wrecked vehicle although I have my doubts.  They didn't get the amount of money they wanted although got several thousand back.  They then scrambled to find anyway to change the outcome of their choices.  They then said they wanted a discount since it was being paid off in full.  Then switched to they shouldn't have to pay for it because the transmission wasn't "complete"(although driven for months earning them income yet the didn't make their car payments).  Then they changed to they didn't agree to pay for the transmission.  They are switching up and grabbing for any hope to get extra money to resolve their own financial issues.  If the customers had a issue with the transmision or any other part of the transaction they should have brought it up while it was still able to be resolved.  Waiting till after we have no ability's to correct issue isn't fair or reasonable.  I am sorry they miscalculated the outcome of the accident.  If any further help is need please feel free to call again.  Thank you [redacted] owner/ operator

The response is fairly simple.  First off yes it has taken to long to get repaired.  Unfortunately we had both technicians out sick for majority of January.  Although the techs were out sick we tried getting other help from people with no success.  They were able to replace...

stator and achieve spark.  But there are more issues.  We also are not experts on these ATVs as we have only been dealing them for a few months and have very little issues needing repair. Therefore we haven't learned the fixes and tricks. The warranty is 30 days and covers engine and transmission. NOT electrical such as the stator.  We have repaired that at no charge and plan to have fixed at no charge. The engine has been shipped to the manufacturer at our expense and we are just waiting for it to be repaired and shipped back.  Once we get it back we will reinstall and test it out.  We hate any issues with any service or sale. Sometimes though things happen and we just gotta fix them. Although this hasn't been as quick and easy for any of us. We will have it fixed. We didn't take parts off other ATVs bc that would be misleading a potential customer that would buy and parted out ATV.  If any questions we are glad to help please feel free to call Bryan at [redacted]

This is a legitimate complaint.  Which is why we have been working to resolve the issue.  Simply put the vehicle Mr [redacted] had purchased from us was a AS IS SALE.  We had sold him the vehicle and it had no sign of any problems and ran perfectly.  Well it apparently had a bug some...

were that caused it not to start randomly.  Since the short period of time since purchase and even though it was sold AS IS we told Mr. [redacted] to bring vehicle in and we would take a look at it.  The vehicle is having a security issue which is a dealer required repair.  We have sent vehicle to repair facility with the proper tooling to do repair.  They have had the vehicle since and have been trying to figure out this unique problem.  One Stop Auto has made sure to take care of Mr [redacted] giving him a vehicle to drive the entire time of his waiting.  Which the loaner vehicle was wrecked while at his home.  We have made sure though his transportation needs have been met.  We have not charged or asked for any money for repairs either.  SImply put.  The vehicle was sold AS IS and we have been working hard to resolve the issues at no cost to Mr. [redacted] at this point.  If there are any question please call Bryan @ [redacted].

Subject: one stop automotive ID [redacted]Hello.  I am responding to the complaint filled against One Stop Automotive.  The customer came in on a Saturday after hours of operation.  The technitions that were here turned him away at first because of that reason.  They were working...

late trying to finish up a job and were waiting on parts to arrive.  After he continued to ask several times they finally said ok since they were waiting on parts.  They installed HIS tires that were USED on his vehicle.  I was unaware of the service but have checked and found the receipt were he paid the $50 to have the tires installed.  I was called weeks later about the situation.  At the time of call I informed him that we could not help him since we were the last people to be informed of the issue and that it had been in several hands since leaving our shop.  He said that he had spent hundreds of dollars having the vehicle looked at by different places and was out lots of money.  I informed him that he should have called us to at least put us in the loop of communication instead of weeks later after the fact.  We mount tires daily and rarely have a issue with anything in the few times we have ever had a issue my techs simply let me know or order parts then and there to solve the problems we cause.  I am being told that his TPMS sensor was removed all together.  That is out of normal for my guys.  I have 2 great techs that make mistakes but have never tried or denied when they do and both of them tell me that they did not break a sensor.  If I would have been informed sooner and/ or able to look at vehicle myself it would make this much easier.  On our invoices it also states that when installing used tires we do not cover tires, rims, or sensors.  Not that it makes this easier but that is our stand.  We would be happy to have this problem solved easily and quickly as we strive to do business with the highest standards.  If a refund of $50 will make the customer happy we will refund such.  We do not feel that a refund is entitled though especially since the vehicle traveled to other business afterwards and we have no way of knowing the facts first hand.  If any questions please call [redacted] @ ###-###-####

To Whom It May Concern: I recently received the formal complaint from the Revdex.com andmany other agencies of which have been notified of the situation. In short version for aresponse many of the complaint information is accurate. The [redacted]s purchased a vehiclewith NO WARRANTY though they had declined the...

ASC warranty we offer. Since Mr.[redacted] works at a garage he felt any typical issues could easily be handled by his ownabilities instead of purchasing a aftermarket warranty. The customers drove the vehiclefor a couple months until they came back with a transmission issue. We looked at thevehicle and notified them (We are full service, and car lot). I told them the transmissionwas going bad as they suspected and informed them I had just recently removed a badtransmission from another vehicle and had it rebuilt. The transmission was bought andrebuilt already and would fit the [redacted]'s vehicle. We agreed on a price of cost of therebuilt transmission and I would install at no charge to the customer. I gave them aestimate of 800-1000. The final bill came in for all that I had spent my cost and althoughover 1000 I just stuck with the $ 1000 quote. That included the transmission, transmissionfluid, filter, transfer case gasket, and transfer case fluid. The [redacted]'s happily picked upthe vehicle and have drove it since the repair in May of 2014. They did call the day afterpicking it up and said that the Gear display was slightly off. I informed them that theneutral safety switch may need to be adjusted a little, and the adjustment would only takeabout 10 minutes. They agreed they would "swing" it by for the adjustment but werehappy just to have their vehicle back and able to have transportation. That was the last ofany mention of any issues of the vehicle. The only other conversations about the vehiclewere when they were behind on their payment we called and informed them that they hadnot paid on the vehicle as they had agreed nor paid towards the transmission ($100 eachmonth) I didn't stress the fact they were not paying for the transmission since that hadexpressed hard times due to Mr. [redacted] loosing his job they were 2 regular paymentsbehind and they would catch it up and pay the extra on the transmission like they hadagreed. I agreed to allow them to keep driving under the agreement it would be caughtup. That never did completely happen they got the regular payment caught up only to fallbehind again when Mr. [redacted] lost yet another job. At this point of being 2.5 monthsbehind on their regular payment I decided to put the vehicle up for repossession. That iswhen I received a call of their vehicle being wrecked and Ms. [redacted] wanted to know herpayoff. I informed her of the amount and she was fine with it but confused. I explainedto her that the payments she had made went towards intrest first like most loans. Andthat she hadn't paid towards the transmission which was part of her payoff balance. ThenI talked to the insurance company the next day. Also Ms. [redacted] called the next dayinforming she didn't think she should have to pay for the transmission because it neededthe adjustment. I informed her that the adjustment obviously hadn't prevented thevehicle from driving since it drove into a wooded area. The adjustment that was neededdidn't warrant not paying for the transmission. She continued complaining that they hadtalked to lawyers having paperwork drawn up because she hated the vehicle etc. I askedher why she hadn't had a previous issue enough to bring it to my attention and she replied"It is a difficult thing to talk about". Confused I asked "then why did you talk to lawyersfor months and have paper work drawn to sue me yet can't make a call like today toattempt to address issue". 'We went back and forth over the issues she explained that sheneeded the extra money so they could buy a car out right and not have a payment and theinsurance company was only paying 8100 minus the 500 deductable and the payoff fromme was 6712.  So they wanted the extra 1000 to put towards a new vehicle. Leaving mewith 5712.  I told them that wasn't a option since after the vehicle is totaled isn't the timeto complain of a issue 7 months old. BUT I was willing to help them get a vehicle at adiscounted rate and even had some vehicles would wholesale them since it wasn't theirfault for the accident (although they did crash). Then she told me that wasn't gonna workfor her and that I was a good talker but a crappy person and she didn't wanna deal withme anymore.  I said that's fine and I apologized she felt that way but I can't give moneyaway to a repair just because AFTER you crash the vehicle it's a issue.  In closing theseare the real facts to be looked at.  First Mr. [redacted] had lost his job twice 2 times causingfinancial burdens on the family causing them to be behind on their car payment amongother obligations.  The vehicle obviously didn't have enough issue for concern prior tocrashing and was perfectly fine getting Mrs. [redacted] back and forth to work for 7 months.The issue really comes down to the fact they were already in repossession, totaled thevehicle, and likely behind in other areas and trying to scrounge any money possible tohelp make ends meet. Mr. [redacted] is a technician himself and if the vehicle had issues asdescribed he could have easily brought it back to have it looked at prior to totalingvehicle.  He had plenty of time while unemployed both times (according to his wife hewas just sitting at home looking for a job) That time could have been used to bringvehicle in for the adjustment. Also the vehicle was sold AS IS WERE IS with absolutelyno warranty at all.  The fact that we took the initiative to help out replacing thetransmission with no upfront cost to the customer allowing them to make paymentsshows we worked with them to the highest levels. If they had a issue it should have beenbrought to our attention prior to the vehicle being totaled.  We have done all that can bedone to help the [redacted]s and will not reimburse the price of the transmission.  Thetransmission was functioning fine and the only adjustment was for the gear shifter. Ifthere are any questions please feel free to contact [redacted].[redacted]Owner/ Operator

I have reviewed the response offer 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 .[redacted] is still not providing any facts towards costs and the description he's giving of the vehicle is completely wrong. Obviously the truck was not in perfect condition  because had it been we would never of needed him to fix it. He's yet to answer anything I have  asked.Instead he's making stabs  at my husband and my financial situation he knows nothing about. And now making accusations that my husband wrecked the truck on  purpose? I find that very unprofessional and sickening considering my husband could of died easily in that wreck. I feel like this is being handled by [redacted] very unprofessionally  and making stabs  at my husband and I to try and cover up what's questioned here. 
Regards,
[redacted]

TThere is another problem with the car that was supposed to have been fixed and it's not I paid one stop auto 98.00 dollars for the reservoir tank to be replaced and just noticed my car leaking again and that it's the same reservoir tank it wasn't replaced it looks like it was patched and I don't feel comfortable calling one stop auto about the issueas for everything else that's going on with the car I guess I will have my son fix it when I get the money and I will continue paying my payments, I feel like the owner was being rude in the message 
I have reviewed the response offer 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.
Regards,
[redacted]

On 7/3 consumer came in to make her regularly scheduled car payment and money toward the tow bill.  She never mention an issue with the reservoir tank leaking.  The reservoir tank is plastic and is not patchable.  If she is continuing to have a problem with this tank leaking please contact the shop to make an appointment for us to check.[redacted]General Manager

The vehicle in question is a USED VEHICLE.  It happens to be a 2003 Chrysler PT cruiser with around 141,046 miles.  So the first part of 'ONLY HAVING FOR 3 MONTHS" is irrelavant.  it's a used vehicle and like the 200 plus garages in the valley will confirm vehicles break down that are...

a newer with half the miles.  A used or new vehicle can break at anytime.  Now for the warranty claims.  The warranty on the vehicle is for the engine and transmission internal lubricated parts.  It does not cover accessories, nor MIL lights (lights on dash).  The vehicle was brought in and we checked at NO CHARGE the check engine light and seen it needed a Oxygen sensor which isn't a covered part.  Then the sunroof track broke and we again looked at for no charge and found the sunroof track had broken which is a common issue on pt cruisers and many other sunroofs in general.  That is a accessory and not covered, yet we offered to cover half the cost(part is cheap taking the roof off of a car isn't).  The other issue about dash light etc we haven't had in the shop to look at so I'm not sure what shop she went to.  As for the lugs breaking the customer had installed her own tire admitted by the daughters own doing.  The lugs were not torqued to specification and in fact way to tight.  That caused the studs to break.  Again not a covered issue especially since she caused it.  We however did Tow the vehicle from ROCKY MOUNT back to Roanoke, VA.  She had no money up front for anything.  We repaired vehicle and got it back on the road.  She paid for the parts that broke and labor for such repair.  $83.44. The tow bill is still owed.  Therefore the $300 dollars she paid wasn't for repair it was more for her car payment.  The customer has been helped outside of her warranty. Side note the WARRANTY IS FREE AND WAS NO CHARGE FOR WHAT IT WOULD COVER IF NEEDED.  The warranty is only for 3 months 3,000 miles 50/50.  We apologize that the vehicle in question is a used vehicle and hasn't met the expectation of a 2018 model of perfection.  If the customer would like we will happily take the vehicle back and provide transport to any of our local NEW CAR DEALERS so she may fulfill her desires.  If any questions please feel free to contact [redacted] @ One Stop Automotive.  We strive to do our best to provide excellent service and cars.  We are also human and realize not everyone is possible to please.  I will address with our secretaries in the future do not release a vehicle when a bill is owed.  Especially if the customer is unhappy with stuff they broke.  Sincerely the person who went above and beyond to help the unappreciative Bryan ThornhillOwner/ operator

I have reviewed the response offer 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 will get my son to look at my car and fix it because I just don't feel comfortable going to the shop and do not like the way the owner has talked to me in the messages on here and can not pay the kind of money they want to look at my car and to fix it so I will have my car fix on my own and the only time I will go to the shop is to pay on my car sorry but that's the way I have been made to feel 
Regards,
[redacted]

Review: The business is not honoring their 90 day warranty I have tried to have this vehicle fixed three times within in this first month only driving the car about a week total since I bought it. I have tried several times to negotiate another arrangement or deal to resolve the solution. The time that the car has been sitting and not properly fixed could have been resolved by a manufacturer quicker and close to the same price. I have also contacted about my cars current status several times with no answer to my calls. This has gone too far and is extremely unprofessional from a growing business who clearly boasts and advertises his policies.Desired Settlement: I would be satisfied with a number of solutions ranging from proper repair a possible exchange in vehicles or even a refund or replacement.

Business

Response:

This is a legitimate complaint. Which is why we have been working to resolve the issue. Simply put the vehicle Mr [redacted] had purchased from us was a AS IS SALE. We had sold him the vehicle and it had no sign of any problems and ran perfectly. Well it apparently had a bug some were that caused it not to start randomly. Since the short period of time since purchase and even though it was sold AS IS we told Mr. [redacted] to bring vehicle in and we would take a look at it. The vehicle is having a security issue which is a dealer required repair. We have sent vehicle to repair facility with the proper tooling to do repair. They have had the vehicle since and have been trying to figure out this unique problem. One Stop Auto has made sure to take care of Mr [redacted] giving him a vehicle to drive the entire time of his waiting. Which the loaner vehicle was wrecked while at his home. We have made sure though his transportation needs have been met. We have not charged or asked for any money for repairs either. SImply put. The vehicle was sold AS IS and we have been working hard to resolve the issues at no cost to Mr. [redacted] at this point. If there are any question please call Bryan @ [redacted].

Review: My husband and I put a down payment on a vehicle from [redacted], at one stop automotive on march 2nd 2014. While signing paper work [redacted] told us we had a 60 day warranty that if we had any problems to just bring it back and he would fix it. Paper work told us other wise that the vehicle was a no warranty vehicle. About two weeks after leaving the lot with the envoy it was addressed to [redacted] that there seemed to be a drag in response when you hit the gas. It wasn't until two and a half months later that after being reminded that [redacted] decided to act on the problem. [redacted] and a crew member looked at the vehicle and decided it needed a new transmission. Initially, [redacted] told me, mrs. [redacted], that he would be putting one from another vehicle he had on the lot into the vehicle. We brought the truck in about a week later with the impression everything would be finished by the end of that week. My husband nor I signed any paper work at time of drop off. [redacted] told my husband , [redacted], that he would pay for labor and we would be paying for parts which would cost 600- 800 dollar during this conversation He told told my husband that he would be putting a new transmission into the vehicle. We called all week to check on when the vehicle would be ready for pickup each day it was addressed that it would be ready the following day. It wasn't until the end of the following week that it was ready. When picking up the vehicle [redacted] explained to my husband that the vehicle wasn't completely finished and still missing a part and that when he got it he would put it on the truck. There was no paper work at time of pick up for the transmission. He never addressed that missing part or paper work again when we went to pay payments. [redacted] was nice and worked with my husband and my payments when my husband lost his job. We never made payments on the transmission of the truck because he had told us it wasn't complete. So when we went in

to make payments it was for soley the truck only. On December 5th my husband was in a horrible car accident and totaled the envoy. I first contacted [redacted] about the accident at the beginning of the following week to let him know about the accident and to see what the pay off cost would be. [redacted] told me the pay off was 5712 dollars and with the transmission it was 1000 extra making it a total of 6712 but not to mention the party about the transmission to my insurance company. It was filed under failure to maintain vehicle but police officer told us to come to court and tell them what happened and it would probably be dropped or changed to vehicle malfunction. The reason this was said was because myself and my daughter were behind my husband that night. He hit the brakes sparks flew out of the right side front tries and my husband said the steering went shakey then jerked him to the right into the woods. I was asked by my insurance company if I felt like the part missing was the reason this happened but as of right now I'm unsure. After the phone conversation with [redacted] and him asking me not to mention the actual payoff vs the payoff plus transmission, I immediately called [redacted] (my insurance) and told them that was said and what all had led up to this. I was hoping he would have to show paper work to prove this, however, because he held the title to the envoy whatever price he said was what the insurance company had to go by. Not title no payoff. No settlement. So I called [redacted] at one stop and addressed the situation for the first time. I told him I hadn't addressed it before because I had never had an issue like this before and wasn't sure what I should do. I informed him I had spoke w a lawyer about lemon law for the transmission and other money we had to put into the vehicle due to faulty rear suspension and electrical issues with the seat adjustments. I asked him if he would be willing to fix the price of the transmission because the job was never finished on the transmission. I then reminded him of all the initial confusion about how he was going to take a transmission out of one of his vehicles and put it into the envoy and how he had later told my husband it was a new transmission and the cost was going to be at the most 800 dollars. When this was addressed with him he admitted that it was a rebuilt transmission put into the vehicle. I asked if that meant used and he said yes, Technically. I then reminded him again about the job being unfinished. I asked him if the 1000 dollars he was charging me was a finished price he said yes. I asked him if the job was finished since the one part had never been put on he said no, not technically. He tried to turn the conversation around on our payments being behind yet, I had addressed to him in the previous months that my husband had lost his job and that it was fine and that with this settlement it covered those payments. This conversation was about the pricing of the transmission, how it inflated without our knowledge until after it was finished. The fact that it was unfinished, and the fact he had no paper work to back up this purchase. He also lied to me, mrs [redacted], about the transmission being new when it was I n fact used which he was obviously trying to cover up in conversation. I am forced to settle with State Farm with the price he gave them because I only have a seven day period to purchase another vehicle and turn the rental into enterprise. Because it is vital that my husband and myself have separate means of transportation my hands were tied and I settled. But my issue is still with the lack of paper work and pricing with the unfinished transmissions pricing and his unwillingness too work out something regarding the issue without having to have other parties invited in. I think a refund is needed for the job he never finished an lied about.Desired Settlement: I would like a refund of the cost of the unfinished transmission. I was told it was brand new when it wasn't I was also told it would be 200 or more dollars cheaper than the finishing price.

Business

Response:

To Whom It May Concern: I recently received the formal complaint from the Revdex.com andmany other agencies of which have been notified of the situation. In short version for aresponse many of the complaint information is accurate. The [redacted]s purchased a vehiclewith NO WARRANTY though they had declined the ASC warranty we offer. Since Mr.[redacted] works at a garage he felt any typical issues could easily be handled by his ownabilities instead of purchasing a aftermarket warranty. The customers drove the vehiclefor a couple months until they came back with a transmission issue. We looked at thevehicle and notified them (We are full service, and car lot). I told them the transmissionwas going bad as they suspected and informed them I had just recently removed a badtransmission from another vehicle and had it rebuilt. The transmission was bought andrebuilt already and would fit the [redacted]'s vehicle. We agreed on a price of cost of therebuilt transmission and I would install at no charge to the customer. I gave them aestimate of 800-1000. The final bill came in for all that I had spent my cost and althoughover 1000 I just stuck with the $ 1000 quote. That included the transmission, transmissionfluid, filter, transfer case gasket, and transfer case fluid. The [redacted]'s happily picked upthe vehicle and have drove it since the repair in May of 2014. They did call the day afterpicking it up and said that the Gear display was slightly off. I informed them that theneutral safety switch may need to be adjusted a little, and the adjustment would only takeabout 10 minutes. They agreed they would "swing" it by for the adjustment but werehappy just to have their vehicle back and able to have transportation. That was the last ofany mention of any issues of the vehicle. The only other conversations about the vehiclewere when they were behind on their payment we called and informed them that they hadnot paid on the vehicle as they had agreed nor paid towards the transmission ($100 eachmonth) I didn't stress the fact they were not paying for the transmission since that hadexpressed hard times due to Mr. [redacted] loosing his job they were 2 regular paymentsbehind and they would catch it up and pay the extra on the transmission like they hadagreed. I agreed to allow them to keep driving under the agreement it would be caughtup. That never did completely happen they got the regular payment caught up only to fallbehind again when Mr. [redacted] lost yet another job. At this point of being 2.5 monthsbehind on their regular payment I decided to put the vehicle up for repossession. That iswhen I received a call of their vehicle being wrecked and Ms. [redacted] wanted to know herpayoff. I informed her of the amount and she was fine with it but confused. I explainedto her that the payments she had made went towards intrest first like most loans. Andthat she hadn't paid towards the transmission which was part of her payoff balance. ThenI talked to the insurance company the next day. Also Ms. [redacted] called the next dayinforming she didn't think she should have to pay for the transmission because it neededthe adjustment. I informed her that the adjustment obviously hadn't prevented thevehicle from driving since it drove into a wooded area. The adjustment that was neededdidn't warrant not paying for the transmission. She continued complaining that they hadtalked to lawyers having paperwork drawn up because she hated the vehicle etc. I askedher why she hadn't had a previous issue enough to bring it to my attention and she replied"It is a difficult thing to talk about". Confused I asked "then why did you talk to lawyersfor months and have paper work drawn to sue me yet can't make a call like today toattempt to address issue". 'We went back and forth over the issues she explained that sheneeded the extra money so they could buy a car out right and not have a payment and theinsurance company was only paying 8100 minus the 500 deductable and the payoff fromme was 6712. So they wanted the extra 1000 to put towards a new vehicle. Leaving mewith 5712. I told them that wasn't a option since after the vehicle is totaled isn't the timeto complain of a issue 7 months old. BUT I was willing to help them get a vehicle at adiscounted rate and even had some vehicles would wholesale them since it wasn't theirfault for the accident (although they did crash). Then she told me that wasn't gonna workfor her and that I was a good talker but a crappy person and she didn't wanna deal withme anymore. I said that's fine and I apologized she felt that way but I can't give moneyaway to a repair just because AFTER you crash the vehicle it's a issue. In closing theseare the real facts to be looked at. First Mr. [redacted] had lost his job twice 2 times causingfinancial burdens on the family causing them to be behind on their car payment amongother obligations. The vehicle obviously didn't have enough issue for concern prior tocrashing and was perfectly fine getting Mrs. [redacted] back and forth to work for 7 months.The issue really comes down to the fact they were already in repossession, totaled thevehicle, and likely behind in other areas and trying to scrounge any money possible tohelp make ends meet. Mr. [redacted] is a technician himself and if the vehicle had issues asdescribed he could have easily brought it back to have it looked at prior to totalingvehicle. He had plenty of time while unemployed both times (according to his wife hewas just sitting at home looking for a job) That time could have been used to bringvehicle in for the adjustment. Also the vehicle was sold AS IS WERE IS with absolutelyno warranty at all. The fact that we took the initiative to help out replacing thetransmission with no upfront cost to the customer allowing them to make paymentsshows we worked with them to the highest levels. If they had a issue it should have beenbrought to our attention prior to the vehicle being totaled. We have done all that can bedone to help the [redacted]s and will not reimburse the price of the transmission. Thetransmission was functioning fine and the only adjustment was for the gear shifter. Ifthere are any questions please feel free to contact [redacted]Owner/ Operator

Consumer

Response:

I have reviewed the response offer 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.The response the business gave wasn't only unprofessional but also very manipulative and unsettling. Not only did the company not address the complaint directly, but very assertively attacked my husband's and my personal lives and our financial situation he knows nothing about. He quoted things I never said to him and I feel he was very assertive to make us sound like we were trying to manipulate him and his business for money we deserve to have returned to us. I find it very odd he stated on our last phone conversation that the reason the missing part was never put onto our vehicle was because he didn't have the right part and it had been ordered and was on its way. In this letter he's making it look as if there was no part that there was only an "adjustment" that needed to be made? My husband and I did sign a paper stating there was not a warranty for this vehicle. However [redacted] and his ex-wife ( who was the one doing paperwork with myself and my husband both) Explained that if anything had happened within two months to the vehicle to bring it back and they would fix it. There was never a warranty that we declined. He actually told me on the phone when I addressed this problem with the unfinished transmission that they didn't offer warranties when we bought the vehicle. So I addressed the two month deal they had talked about and he once again said they didn't offer warranties when it the vehicle was sold. As [redacted] stated we bought the vehicle in march. By may the vehicle had been looked at and a decision had been made it needed a new transmission. He did tell me about the transmission in the other vehicle but later told my husband that it didn't work and that he had to get a "new" transmission for the truck. That was apparently the reason it had taken two weeks for the transmission to be finished leaving us stranded with one vehicle. We never signed any paper work nor did he ever ask for any kind of agreement for $100 extra on each bill adding up to $1000. We thought this would cost, at the most $800 dollars because that's what [redacted] had told us initially. He did tell us he would tag the cost of the bill onto our total owed amount which I thought would drag them out further since there was no agreement upon beginning the job or retrieving the unfinished transmission. In fact the first time he mentioned the $100 extra a month was two months later when we went to pay the end payment since the transmission work. He mentioned we were behind and that the payment monthly had went up $100 a month. I never agreed to it I just remained silent and told him I was only paying the $200 regular payment that day. Again, nothing was ever signed nor was there ever a price that was told to us until the day I went to make a payment 2 months later. After that when we came in to pay our bill we never addressed the transmission and because we never signed anything and he never finished the job we were weary of the situation and didn't want to bring any more problems to him with the vehicle due to over charging, halfway doing the job, and the lack of documentation he supplied. I spoke with a lawyer on the situation because I had never dealt with any situation like this before and I felt like I had purchased a faulty vehicle that since purchase had begin to rapidly deteriorate with problems concerning the rear suspension air bags, the battery died frequently, (which I brought to him and he took one out of his other cars and put it into my vehicle), there was an electrical problem with the seat adjustments to where someone had taped the adjustment handles onto the seat and ended up completely shorting out just after the transmission was finished and the seat sat so close to the steering wheel only my husband could drive the vehicle. Which after the other problems arose my husband deemed it unsafe for me to drive anyway so I rarely drove the vehicle unlike what [redacted] stated on a subject he knows nothing of. (I actually really loved the vehicle at first and had always wanted a big family SUV never did I state I hated it to [redacted]. ) On December 5th my husband was driving in front of me in the envoy and I was following in my other vehicle. I saw sparks shoot out the right side of the front wheel and my husband stated that the steering started to shake and suddenly jerked him to the right into the woods. I was currently behind one payment of $200 dollars and the next one was due the 8th. I knew that this was going to turn into an issue and I was told to proceed with caution from my lawyer. I called [redacted]'s car lot and a woman answered ( I am assuming one of his receptionists) and I simply asked what the cash out price of my vehicle was. She pulled my folder and told me what it was and I asked her if that was before or after the transmission. She told me she wasn't sure and that she would place our folder on [redacted]'s desk to call me back. I thanked her and asked if she could connect me with him. (I knew if that had happened that way that there would be suspicion of why I asked.) So I talked to [redacted] and told him what had happened and he told me " the cash out value would be 5,712 but that with the transmission it went up to 6,712 but not to mention that to my insurance." I immediately called my insurance and told them what was said because I felt that was an odd request for me "not to mention" something. I was hoping that in order for my insurance to pay him for the balance on the car they would need paper work but reality of the situation set in when I was told he held the title to the vehicle and that what he said we owed is what they had to pay to retrieve the title from him. This left my husband and I with 1,253. So I did call [redacted] at this point to talk to him about this issue which was all stated in the first letter. He told me during this conversation that the part it was missing never got put on. "so the job was unfinished?" I asked. His response was "technically". Never did I call him crappy. During this conversation which I was obviously getting annoyed with he tried to sell me another car which he said he could " make the price of what we were getting back in the settlement." I told him I wasn't going to buy another car from him after this whole situation. At this point I was done speaking to him and got off the phone.

In regards to my initial complaint he never addressed the lack of paper work or the over charged pricing. Nor did he address the fact that the vehicle was missing a part and simply wrote it needed an adjustment? I have done some research into the list of supplies we apparently paid for during this transmission work which were stated in his letter. These are based on advanced auto pricing. keep in mind that most dealership get discounts off of original pricing because they are frequent customers.

transmission fluid - $4.99 a quart...11 quarts to fill transmission is roughly $60.00

Transmission filter-$20.99

Transfer case gasket(2003 envoys do not have one) permatex would most likely be used $7.00 a tube

"transfer case fluid" is the same thing as transmission fluid which is the first item priced above.

Core transmission charge for a gmc envoy xl sle w/ a 5.3L V8 w/ A 4L 60E ranges anywhere from $400-$600.

All of these items total up to 687.99 and this is before his discount he would of received and with the transmission at highest cost.

I don't feel like my initial complaint was addressed. He admitted that the transmission was rebuilt but never addressed the costing except what he had changed it to without letting us know until a later date. After doing research and providing the prices of the items he listed( minus the one that was never put onto my vehicle) it is quite obvious that we were overcharged and apparently charged for things our vehicle doesn't possess. Again, I feel like the way he felt like he needed to put my husbands employment record and things I never stated to him shows that he isn't dealing with this in a professional manner and is very unwilling to fix his mistake and admit that several mistakes were made. I have yet to see paper work on the transmission or receipts towards anything that was purchased for the job that we never did paperwork for. It seems to me he is still lying about the transmission job itself and is trying to hide the lack of paper trail he has by inferring that we are financially unstable and are trying to take advantage of him and his business, which is not the case by any means. His inconsistency in his story and constant contradictions prove that something wasn't done right during this transmission replacement. I would still like my initial settlement of a refund to what we are owed for money he took for a job unfinished and lied about the cost of.

Regards,

Mrs. [redacted]

Business

Response:

re: [redacted]This in response again to the complaint filed from the [redacted]'s. The vehicle in question simply was in great shape in regards to the repairs in question. The "issue" was the shift indicator not being perfect so when in drive it was not reading in the middle of N and D. This was known after the customer picked up the vehicle but do to their short time schedule they decided to take vehicle. I informed the customers that it was a quick fix around 10 minutes to adjust the shift indicator. The customers drove the vehicles for several months with no issues resulting from this. The vehicle would drive and perform fine. The customers were able to make it to and from work daily and never once tried to bring vehicle back for the adjustment. The transmission had a warranty but after the vehicle is totaled and issue can't be resolved isn't the time to bring up a 6 month old issue that you had made no prior attempts to get fixed. The vehicle was already up for repo and would have picked up within a few days. The vehicle being totaled actually worked out best for the customers since they were about to loose the vehicle completely with no money going in their pocket. They seemed to be determined to get as much money as possible since income was short hence the vehicle being in repo status. The customer also worked at a garage during several months of the time frame in question which he could have easily fixed if it was such a big issue as they now make it to be. In short they were short on money looking to cash in to get rid of a car payment. They "accidentally" wrecked vehicle although I have my doubts. They didn't get the amount of money they wanted although got several thousand back. They then scrambled to find anyway to change the outcome of their choices. They then said they wanted a discount since it was being paid off in full. Then switched to they shouldn't have to pay for it because the transmission wasn't "complete"(although driven for months earning them income yet the didn't make their car payments). Then they changed to they didn't agree to pay for the transmission. They are switching up and grabbing for any hope to get extra money to resolve their own financial issues. If the customers had a issue with the transmision or any other part of the transaction they should have brought it up while it was still able to be resolved. Waiting till after we have no ability's to correct issue isn't fair or reasonable. I am sorry they miscalculated the outcome of the accident. If any further help is need please feel free to call again. Thank you [redacted] owner/ operator

Consumer

Response:

I have reviewed the response offer 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 .[redacted] is still not providing any facts towards costs and the description he's giving of the vehicle is completely wrong. Obviously the truck was not in perfect condition because had it been we would never of needed him to fix it. He's yet to answer anything I have asked.Instead he's making stabs at my husband and my financial situation he knows nothing about. And now making accusations that my husband wrecked the truck on purpose? I find that very unprofessional and sickening considering my husband could of died easily in that wreck. I feel like this is being handled by [redacted] very unprofessionally and making stabs at my husband and I to try and cover up what's questioned here.

Regards,

Review: On September 12, 2015 I stopped at this facility to see if I could have some tires installed that were purchased from another location. I spoke with the person in the office and they said that it would be no problem and they would install them shortly. Shortly after the vehicle (2007 Mini Cooper S) was pulled into the shop and they process of installing the tires began. The vehicle was pulled into the shop at approximately 12:30 PM. The process was completed and installation fee paid with Credit Card at approxomately 1:10 PM. After leaving the facility I received a message on the vehicles information center that I would need to calibrate the TPMS (Tire Pressure Monitoring System), I then started that process. At this point I just had merged on to I-581 South, this process usually takes about 10 to 15 minutes of driving to complete. I then received another message that the system had a malfunction when I reached Rocky Mount on US-220, I then stopped at the [redacted] located on VA-40 and checked the tire pressures and all but 1 tire had the correct pressure, this was the Right Front (Front Passenger) tire. I then corrected the pressure and then started the calibration process again on the return trip home. About approximately 5 miles from my home, I then received another message that the system has malfunctioned. I then called [redacted] in Winston-Salem and they told me that the system would have to be checked to determine the fault. Upon the diagnosis of the system it was determined that the issue was in the Right Front (Front Passenger) wheel and that the sensor was probably dead due to the age of the vehicle. The sensors do have batteries that last approximately 5 to 7 years, which is a valid diagnosis for the issue without having the wheel broken down. I then had them to order the sensor (BMW/Mini P/N# 36-23-6-798-726) and then returned on September 26, 2015 to pick-up. The service department at that time was booked and I was only able to pick up the sensor and they told me that any tire shop could install it with no issue. On Monday, September 28, 2015 I stopped at [redacted] on US-220 in Rocky Mount to have the sensor installed. After they removed the wheel and broke down the tire the problem was quite evident, there was no sensor in the wheel at all. Not even a trace of it inside of the tire, it was removed from the wheel or broken in the tire installation process. Being a former Service Department Manager for a Toyota dealership, improper breaking down of a tire will break the sensor off from the valve stem. Especially if the break bar is inserted where the sensor is located, in which I feel happened in the case of this wheel. I called and spoke with a Mr. [redacted] on September 29, 2015, in which it took me 4 different phone calls to speak with Mr. [redacted], to have him tell me that he was not going to take care of anything. He explained to me many things that I had done wrong in this issue. He first began to tell me that I stopped at his location after the shop had closed and begged the service technicians to install the tires, then proceeded to tell me that I should have received a message from the TPMS system as soon as I hit the pavement that there was a problem. I told him that I was trying to give them the benefit of the doubt, that in fact the sensor could have possibly been dead and that I had to get the system checked by Mini to confirm that due to the complexity of this vehicle. I told him that I was not able to get anyone in the Martinsville/Rocky Mount area to diagnosis it because it was a Mini. He proceeded to tell me then that "there are more cows and farms there than people and no one there could do any type of service that he does at his shop". At this point I could not believe that a business owner was treating a customer this way, very unprofessional customer service. I told him that the least he should do is refund me the tire installation fee and I would be happy, he then told me that he is beginning to question where the $50.00 went that I paid his Lead Technician. I told him there was no question of where the money is that I did not pay in cash I in fact paid with my Bank Card, and he has that money in his possession. I then told him that I would be in fact filing a complaint with Revdex.com, he proceeded to tell me at that point he did not care and that he was not going to do anything to help me because I was in the wrong. If in fact I stopped at this location after business hours I would not have known what they were because there are no hours posted visibly, and all of the garage bay doors were opened.Desired Settlement: The desired outcome of this would be to either have the TPMS Sensor part cost reimbursed ($79.03) or the installation fee of the tires ($50.00) refunded. I am not asking for any other labor charges or diagnosis fees that I had to pay, all I am seeking is to have the following either reimbursed or refunded.

Business

Response:

Subject: one stop automotive ID [redacted]Hello. I am responding to the complaint filled against One Stop Automotive. The customer came in on a Saturday after hours of operation. The technitions that were here turned him away at first because of that reason. They were working late trying to finish up a job and were waiting on parts to arrive. After he continued to ask several times they finally said ok since they were waiting on parts. They installed HIS tires that were USED on his vehicle. I was unaware of the service but have checked and found the receipt were he paid the $50 to have the tires installed. I was called weeks later about the situation. At the time of call I informed him that we could not help him since we were the last people to be informed of the issue and that it had been in several hands since leaving our shop. He said that he had spent hundreds of dollars having the vehicle looked at by different places and was out lots of money. I informed him that he should have called us to at least put us in the loop of communication instead of weeks later after the fact. We mount tires daily and rarely have a issue with anything in the few times we have ever had a issue my techs simply let me know or order parts then and there to solve the problems we cause. I am being told that his TPMS sensor was removed all together. That is out of normal for my guys. I have 2 great techs that make mistakes but have never tried or denied when they do and both of them tell me that they did not break a sensor. If I would have been informed sooner and/ or able to look at vehicle myself it would make this much easier. On our invoices it also states that when installing used tires we do not cover tires, rims, or sensors. Not that it makes this easier but that is our stand. We would be happy to have this problem solved easily and quickly as we strive to do business with the highest standards. If a refund of $50 will make the customer happy we will refund such. We do not feel that a refund is entitled though especially since the vehicle traveled to other business afterwards and we have no way of knowing the facts first hand. If any questions please call [redacted] @ ###-###-####

Consumer

Response:

I disagree with portions of the response received from the business but at this time I will accept the business response and accept the refund for the installation labor of the tires. Please have the business send me a check for the refund to my address as I will not call the business and provide any credit card information over the phone.[redacted] Kindest Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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Description: AUTO DEALERS-USED CARS, AUTO SERVICES - OIL & LUBE, AUTO REPAIR - MAINTENANCE, AUTO INSPECTION STATIONS, TIRE RETREAD & REPAIR, TIRE DEALERS, BRAKE SERVICE, MUFFLERS & EXHAUST SYSTEMS, AUTO REPAIR & SERVICE

Address: 2106 Orange Avenue, Roanoke, Virginia, United States, 24012

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