Complaints

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• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a 76 year old disabled, unemployed female.On 7/28/23 I purchased a red 2015 ******* Elantra SE, from Autozilla Hawaii, LLC, for $9,720.99 by check.The car was advertised in July of 2023 on ********** and their website. The ad stated that the car was in excellent condition and that it had 1 owner. Salesman *****************************, dealership owner *********************** and ***** assured me that the car was safe, (regarding incident of smoke emission from rear of car), and that they purchased it from a very reputable owner.Not true that the car had one owner if Autozilla purchased it from someone else, that would be at least 2 owners. Not sure how many owned the car.I was only given page 1 of Carfax report, not page 2.I didn't know about 3 outstanding recalls until after I purchased the car. These were effective prior to my purchase or during the 3 month warranty that they gave me:1. Very serious Safety *** Recall Notice #*** effective 9/22/23, poses the risk of fire. I received notice on 11/27/23 2. 12/1/22 # *** Recall Notice for Underbody Corrosion Protection 3. 2/13/23 #*** Recall Notice for Anti Theft Software Installation On 11/28/23 I sent salesman ***************************** a copy of the dangerous *** Safety Recall #*** and advised that he share it with ************. On 12/2/23 I spoke with ************ by phone for over 22 minutes about the seriousness of the *** Safety Recall and that I should return the car or that he should store it until there was a remedy, but both provided no help. ************ suggested that I sell the car.On 12/13/23 I wrote ************ a letter requesting that he buy the car back, trade it for a safe car or store it until a remedy was found for recall #***. No response.On 2/23/24 the car died on me 2+ times in moving traffic coming home from ********* Center. I texted *********************** again asking him to buy back the car but he didn't respond to that request. The car is currently not running and would need to be towed. *** Recall #*** pending.

  Customer Answer

  Date: 03/01/2024

  I've checked the complaint and it looks like it's missing some of the attachments that I sent. I tried adding more attachments to your online system just now but they would not go through. Please let me know if there is anything else that I need to provide.

   

  First photo is the Autozilla ********** ad stating that the car was in excellent condition. Ad also appeared on their website. 

   

  Second is my receipt for purchase. At the time, I wasn't aware of 3 outstanding recalls, one being a serious safety recall #***. 

   

  Third is first page of 3 month warranty, fourth page is 2nd page of 3 month warranty stating: Brake System covering many issues including 'Power unit not operating or leaking Structural or mechanical parts damaged'.

   

  The 5th photo is serious ABS (Brake System) Safety Recall #*** announcement, effective 9/22/23, within the Autozilla 3 month warranty period. See recall notice details by entering VIN: ***************** at **************************************.

   

  The 6th image is my receipt from ************ ******* for completing work on the other two outstanding recalls #*** & 993 that I wasn't aware of as well, until after purchasing the car.

   

  I'm sending more photos on a second email as this file won't hold anymore.

  Customer Answer

  Date: 03/01/2024

   

  Please note current copy of ***, (Anti-Lock Brake System), Safety Recall #*** still pending. 

   

  First image below is Carfax page 1, I wasn't given page 2. I was not aware of 3 outstanding recalls, one being a very serious safety concern. ****** also lists only 1 owner, but there must be at least 2 owners as Autozilla purchased it from someone.

   

  Second image is Midas checklist investigation initiated by salesman ***************************** regarding incident of smoke emission from rear of car that concerned me. I was told it happened because car sat idle for too long and that there was nothing wrong with the car.

   

  Third and fourth image is my letter to owner ************ again asking him to buy back the car, or trade for a safe car, or store the car until dangerous recall #*** has remedy, etc., but he did not respond.

   

  Fifth image is the Autozilla Hawaii, LLC Bill of Sale stating: "the law says we must keep our promises, even if we sell "as is"". The car was advertised in excellent condition. I was reassured by owner ************, salesman ***************************** and ***** that the car was safe and that ************ purchased it from a reputable individual. At the time of sale, I had no knowledge of the 3 outstanding recalls and serious safety concern.

   

  On 2/23/24 the car stalled 2+ times in moving traffic and the malfunction indicator light was on. I was able to restart it several times and drove it home a nervous wreck. It's since been parked in my stall and I don't have transportation. I texted ************ about it, and again asked him to buy back the car, but he didn't address my request.

   

  Thank you very much for your help,

  *************************

  Ph: ************

   

  Campaign #	NHTSA Recall #	Description	Safety Risk	Remedy	Status	Campaign Date
  Recall ***	23V651000	******* IS INITIATING SAFETY RECALL *** TO ADDRESS A CONDITION INVOLVING THE *****LOCK BRAKE SYSTEM ("***") MODULES IN CERTAIN ******* VEHICLES PRODUCED FOR SALE IN THE U.S AND ******. ******* IS INITIATING THIS ACTIONTO ENSURE THE SAFETY OF ITS VEHICLES FOR ******* CUSTOMERS.	THE SUBJECT VEHICLES ARE EQUIPPED WITH *****LOCK BRAKE SYSTEM ("***") MODULES THAT COULD LEAK BRAKE FLUID INTERNALLY AND CAUSE AN ELECTRICAL SHORT OVER TIME. AN ELECTRICAL SHORT COULD RESULT IN SIGNIFICANT OVERCURRENT IN THE *** MODULE INCREASING THE RISK OF AN ENGINE COMPARTMENTFIRE WHILE PARKED OR DRIVING.	REMEDY NOT YET AVAILABLE.OWNERS CAN CONTINUE DRIVING THESE VEHICLES; HOWEVER, ******* RECOMMENDS PARKING THEIR VEHICLES OUTSIDE AND AWAY FROM STRUCTURE UNTIL THE RECALL REMEDY IS AVAILABLE AND COMPLETED.	Incomplete. Remedy not yet available.	Sep 22, 2023

   

  

  Business Response

  Date: 03/20/2024

  Dear *******************,

        As you noted we spoke on Dec,22,2023. When you purchased the vehicle on 07/28/23, there were no recalls open at that time. Manufacturer recall issued by          On the other hand, we offer FREE Carfax reports on all the vehicles we sell on our website attached to every and each vehicle. We shared a copy of the Carfax with you prior to your purchase.

   

   

  I hope ******* Motor America is able to help you resolve this issue soon. Here is a link to the ******* recall site: ******* - Recalls (hyundaiusa.com)

  Thanks

  MO

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21368612
  
  

  I am rejecting this response because:  The Carfax they gave me on 7/28/23 day of purchase , (please see image), does not show Recall #***, effective 12/1/22 for Underbody Corrosion Protection, and Recall #*** effective 2/13/23 for Anti Theft Software. I was driving and parking the car with no knowledge of these recalls (attached is ************'s ******* Invoice image regarding both recalls).

  "Important Safety Recall" #*** effective 9/22/23 risking engine fire, was pending approximately less than 2 months after I bought the car, while I was driving and parking the car, and during the 3 month Dealer Warranty period.

  Additionally the Carfax also shows only 1 owner, however there were at least 2 owners.

  Prior to buying the car we saw smoke emitting from the rear while it was running. Employees tried to assure me that it was temporary due to the car sitting for a long period of time. Sales associate offered to have Midas check out the car regarding smoke emission, (see Midas checklist image), although the manager didn't think it was necessary. The car was checked for smoke emission after I paid $9,720.99, but before I drove it off of the premises. Subsequently the car has stalled over 3 times on 2/23/24 while driving home. Due to the serious risk of fire recall, the car stalling, and the previous smoke emission concern, I have not driven it since. 

  The Bill of Sale I was given states: The law says we must keep our promises, even if we "sell as is". This car was advertised as being in excellent condition.

  The respondent doesn't address the many times I've tried to resolve the serious issues regarding this car sale. His only suggestion was that I sell it.

  Sincerely,

  *************************

   

  

  Business Response

  Date: 04/15/2024

  There was no open recall prior to the customer purchase date of 07/28/223. The vehicle was sold in excellent condition and with no issues. The Manufacturer recalls issued on 09/226/23 were two month after the purchase date. The recall repairs that fall after the sale are directly handled by the vehicle owner and the manufacturer, who issued the recall. Pre Owned dealerships are allowed to sell vehicles with multiple previous owners. We have disclosed that this vehicle had more than one owner.  Our website offers access to CARFAX reports next to each vehicle we sell. We also showed the customer the CARFAX history upon her return from a test drive and made an offer. As you mentioned the vehicle stalled 3 times 7 month later on 02/23/24 due to the recall. This issue is clearly a manufacturer issue and should be directly discussed with ********************** Yes, that Laws say we must keep our promises even if sold as-is. That pertains to any additional work promised to be done during the sale, it must be done. We didn't promise to take your car back if the manufacturer issues a recall and you don't like to drive your vehicle. 

   

  Thanks 

  Mostafa Saad 

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21368612
  
  I am rejecting this response because:
  
  Autozilla Hawaii L.L.C. represented a ******* Elantra 2015 as being in excellent condition and sold it as promised for $9,720.99 cash, with a Dealer Warranty for '3 months or ***** miles from the day of purchase'. Autozilla Hawaii L.L.C. salesman ********************** gave me a 1 page CARFAX which stated only '1 minor accident and 1 owner', (please see image). Apparently CARFAX reports aren't always accurate. 
  
  Prior to purchasing the car from Autozilla Hawaii L.L.C., ********************** and I saw smoke coming from the rear of the car while he was driving it. ********************** said the smoke was simply due to the car not being driven for a long time. During negotiations he offered to have Midas check the car regarding the smoke emission concern. On 7/31/23, after I purchased the car on 7/28/23 in good faith, ********************** gave me a copy of the Midas inspection report saying that the car was fine, as advertised. Now I'm concerned that the smoke emissions might have had something to do with the car subsequently stalling.
  
  While researching ******* recall notices forwarded to me, I was surprised to find that 2 open recalls were effective before I bought the car from Autozilla Hawaii L.L.C. The ******* Corporate Office at ************** verified the recall dates:  #*** - Effective 12/1/22 Underbody Corrosion Protection Application, and #*** - Effective 2/13/23 Anti Theft Lock Installation. I reluctantly took care of the 2 overdue open recalls, that I didn't know about. Please see ******* receipt.

  Again, and while I had been driving the car, I was shocked and saddened to see a 3rd open "Important Safety Recall", effective 9/22/23.  #*** ABS break fluid leak potentially causing an electrical short "increasing the risk of an engine compartment fire while parked or driving". As the car was purchased 7/28/23, this open recall falls within Autozilla's promised '3 Month Warranty coverage/or first ***** miles from day of purchase'. See recall notice, *****'s Guide and Warranty attachments. Warranty link:  ****************************
  
  I immediately notified Autozilla Hawaii L.L.C., owner ************ about recall #***, and the car subsequently stalling several times in moving traffic. I asked that he help resolve the problem, to honor Autozilla's commitment and representation of the car, and the promises made during the sale. I've also requested that he buy back the car. 
  
  I have not driven the car since it stalled several times in moving traffic. The car has not been serviced or diagnosed by a certified mechanic. The origin of the problem has not been determined and no one has said or mentioned that it is due to a recall. I have spent over $10,000.00 buying and re-registering the car. Additionally, I continue to spend money for cab and bus fare, as I don't have transportation. 
  
  

  
  

  Customer Answer

  Date: 04/26/2024

  I'd like to mention and note again, that on the copy of Autozilla's Hawaii L.L.C.'s BUYERS GUIDE that ********************** provided and gave me, are instructions on how to "CHECK FOR OPEN SAFETY RECALLS". Apparently they are aware of open recalls or should be, and how to check for open recalls, prior to selling a car and during the 3 month warranty period they offer, after selling the car.

   

  Thank you,

  *****

  Customer Answer

  Date: 04/26/2024

  Just for the record, I wanted to let you know I was told by DCCA that the sales person ********************** was not licensed at the time of sale. 

  ************ does not mention the issue of the car initially emitting smoke from the rear, and being checked by *****.

  ************ said the CARFAX ********************** gave me was accurate, stating more than 1 owner, etc. Please see that it actually only states only '1 owner and a minor accident', nothing more. I've forwarded that CARFAX copy given to me before.

  ************ says the first 2 recalls weren't open before they sold the car, but anyone can call the ******************* to verify that there were open recalls, before I bought the car, as I did.

  ************ suggests or says that the car stalling is due to recall #3. The car has not been diagnosed by a mechanic yet. No one I know has determined that. We don't know why it's stalling, or why smoke initially emitted from the rear of the car.

  Recalls usually go back to where the item was advertised, warrantied and sold. In this case it would be Autozilla Hawaii L.L.C.

  I was disappointed and don't know why ************ would say that I don't like driving the car. That's why I was looking for and buying a car in the first place. However most people wouldn't drive a car that keeps stalling in moving traffic or isn't safe.

  

  Business Response

  Date: 04/30/2024

   

  On 07/28/23, our lot attendant ***************************** picked up the customer. Following that, our sales consultant *********************** had a conversation with ******************* regarding the vehicle and successfully made the sale. The customer made the payment for the vehicle, and as it was a personal check and not a cashier's check, we held onto it for 4 days. As per the customer's request, we serviced the vehicle on 07/31/23 at 4:17pm at ****************** & Tires. Please refer to the attached Midas invoice for the date confirmation. On the same ****************** obtained his sales license and we considered the sale to ******************* as his first sale.Please note that Carfax is an independent third-party entity and we do not have control over the information they provide. They update their information based on the data they receive from various sources, which may sometimes cause delays.The Carfax report did not indicate any recalls prior to the sale date of 07/28/23. It is important to note that used vehicles over 5 years of age are sold in AS-IS condition. In this case, the vehicle was already 8 years old at the time of the sale. Our complimentary limited warranty does not cover recalls, as they are the responsibility of the manufacturer, not the dealer.Please let us know if you have any further questions or concerns.
  

  

  Business Response

  Date: 04/30/2024

  ***************************** had a sales license in the state of ********************** at the time of sale. 

  please see attached. 

  thanks 

  *********************** of 

  Autozilla 

  Customer Answer

  Date: 05/09/2024

  Subject:  ******* Elantra ******************************************** moving traffic on 2/23/24.

  
  
  

  [ Please note that I didn't negotiate with someone named ***** and that I am not a Mrs. *******     
  
  

   .

  This is in regard to contacting ************ on 2/23/24 and the Better Business Bureau on 2/29/24 about the ******* Elantra I purchased now stalling. This is not about the anti-theft upgrade, the corrosion protection application, or the *** system previously discussed. I don't know why the car started stalling and I haven't driven the car since then. It has not been serviced or diagnosed by a mechanic as to why it was stalling. 

   

  ***************************** called me on 7/28/23 from Homeworld on Beretania, saying he was there to pick me up. I said I wasn't at *********, I was at the address I gave him. As he continued his way to my home in the ******* Elantra, we both saw smoke coming from the rear of the car. ***** said it was due to the car sitting for too long. ***** offered to have the smoking issue checked by ****************** and Tires and gave me a copy of the completed Midas inspection checklist. The inside of the car had a strong musty odor, however cosmetically the interior and exterior appeared to be in good condition. I trusted the representation of this dealership, its advertisements and promises.

   

  ***************************** negotiated the sale on 7/28/23. I purchased the ******* Elantra 2015 that was advertised in excellent condition for $9,720.99 in full, with my personal check dated 7/28/23. ***** gave me a receipt that he signed, the Bill ** Sale and other documents including the Buyers Guide, and warranty information. The box marked X on the Buyers Guide indicates a Dealer Warranty of 3 months or ***** miles from the day of purchase, (see image). The "As Is-No Dealer Warranty" box, has not been marked. The Buyers Guide also shows how to obtain a vehicle's history and warning reports at *******************************************. The Bill ** Sale dated 7/28/23 states that 'if we have made any promises to you, the law says we must keep our promises', (see image and seller information). 

   

  * A warranty means the seller promises that a product will do what it's supposed to do or that it is an assurance that a product is fit for its intended purpose and meets the buyer's expectations. The purpose of a warranty is to protect your purchase if something unexpected breaks or malfunctions with your product, and provides a specific remedy, such as a replacement or repair. 

   

  
  Sincerely,
  
  *************************