Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/21/2025

  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 purchased a 2018 Ford Escape vehicle March 6th with a $4,000 down payment which broke down the 31st of March. “Approximately 3 weeks”. I had it towed to the dealership, where they told me that I needed to pay $3,000 for a new engine because it had went out.. I find out that the car was sold to me with an oil leak in the engine. I ask for a refund, I was told no refund.. they took my $400 monthly payments to $600 a month to pay off the engine.. gave them the car around the 1st of April for repairs also giving them $900 for the month of April and didn’t get it back until May 13th where they called and said it was finally ready but I’d have to pay $1,400 to get the car back after he said no payments until it’s fixed finally got it back where the air didn’t work also it was raining very hard the windshield wipers also didn’t work about 6 hours after receiving the car back it broke down and stopped running again started overheating so took it back May 15th got it back on the 20th where when I left the car was driving so hard almost undrivable he looked at & said it was roters & that would have to pay him $522 to fix it and it was like that when I brought it to them. So here I am.

  

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond to this complaint. We take all customer concerns seriously and are committed to providing clear and factual information regarding this case.
  Vehicle Purchase & Condition:
  On March 6, 2024, the customer purchased a 2018 Ford Escape from our dealership under a Buy Here Pay Here (BHPH) financing agreement with a $4,000 down payment. The vehicle was sold as-is, which was clearly communicated at the time of sale and acknowledged by the customer through signed documentation, including the As-Is No Warranty Buyer’s Guide and the retail installment contract.
  Timeline of Events:
  Late March: The customer reported engine trouble. The vehicle was towed to our dealership, where an inspection revealed a complete engine failure. The customer had previously identified an oil issue but chose to continue driving the vehicle. Unfortunately, continued operation under these conditions likely caused or accelerated the engine damage.
  While the vehicle was sold without warranty, our dealership made a good-faith effort to assist. We offered to replace the engine at a significantly reduced cost and financed the repair to minimize the customer's financial burden.
  April–May: The vehicle remained in our service department while the engine replacement was completed. The customer made a $900 payment during this period, and upon completion, a remaining balance of $1,400 was requested to release the vehicle.
  May 13: The customer retrieved the vehicle.
  May 15: The vehicle was returned again due to overheating, which we addressed promptly. The vehicle was returned to the customer on May 20.
  Following this, the customer reported that the vehicle was driving roughly. Upon inspection, it was determined that the wheel bearings needed to be replaced — a wear-and-tear maintenance issue not covered by the dealership and unrelated to any prior repairs.
  It’s also important to note that the customer drove the vehicle over 1,200 miles between purchase and the most recent service complaint. This mileage further indicates that the vehicle was operational during this time, and the wear on components such as wheel bearings is consistent with regular use.
  Customer Conduct:
  Unfortunately, interactions with the customer have been challenging due to repeated instances of inappropriate language, threats to involve media, and other escalated behavior. While we always strive to work constructively with our customers, these actions have made it more difficult to reach a productive resolution.
  Conclusion:
  The vehicle was sold as-is, with no warranty expressed or implied.
  The dealership acted above and beyond by facilitating and financing a major engine repair not covered under the purchase agreement.
  Mechanical issues due to continued operation after identifying an oil problem are not the responsibility of the dealership.
  Additional concerns, such as the wheel bearing issue, fall under routine maintenance expected with used vehicle ownership.
  The customer drove the vehicle extensively (1,200+ miles), which reflects practical usage despite their stated concerns.
  We stand by our commitment to fairness and transparency and are open to continuing reasonable dialogue with the customer if conducted respectfully.
  

• Initial Complaint

  Date:02/14/2024

  Type:Product 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.

  Hello my name is ****** ***** i purchased a car from THE AUTO CONNECTION on 1/27/2024 the service engine light was on they put it on the machine and said it was something about a air hose sensor and sway bar links it was getting late so ******* told me to bring it back Monday because i guess they don't open on Sundays.So they pulled the car out the shop and my daughter and i got in the car after being there alday as i was pulling off the car start shaking so im like okay this different maybe it's because of what they just fixed because the car was in the air.So i perceived to drive the car it got to shaking worser and worser and when i stoped it hesitated to go the RPM'S WAS GOING BETWEEN 5 &6 SO I CALLED MY FRIEND WHICH HER HUSBAND WORKS ON CARS SO HE CAN look at the car so i took the car to him and he instantly as he drove it knew it was the transmission among other things wrong with the car he said to me ****** it's something wrong with this transmission DON'T BUY THIS CAR i said i already put money down he said take it back we drove back up there they were closed.i drove the car to ***** it barely wanted to move i had to pull ovre several times because as i pressed on the gas the car wouldn't go over 20 miles so i pulled over and turned the car off and waited a few minutes before i turned it back on sometimes it still wouldn't go over 20 miles and sometimes it will take right off Monday morning as i was going to work the car acted up i was a few mins late because the car wouldn't act right so i got off at 2:38pm went picked my daughter up from home and we went straight to the car lot when i got there i told ******* this car gave me **** all weekend i was late for work SOMETHING WRONG WITH THIS TRANSMISSION BEYOND OTHER THINGS I SAID I HAD THIS CAR FOR NOT EVEN 48HRS I DON'T WANT IT HE SAID I CAN USE YOUR WARRANTY AND FIX IT I SAID NO WHY WOULD I HAVE TO USE MY WARRANTY TO FIX SOMETHING THAT I BARELY HAD FOR 48HRS THIS TRANSMISSION PROBLEM WAS ALREADY HERE HE SAID BUT IT'S NOT COMING OUT YOUR POCKET AND I SAID YES IT IS IM PAYING $2300 FOR THIS WARRANTY OVER THE COURSE OF 2YRS AND THEN HE SAID THIS TO ME I COULD GIVE YOU YOUR MONEY BACK BUT IM NOT AND I SAID WOW SO YOU SOLD ME THIS CAR KNOWINGLY THE TRANSMISSION WAS GOING OUT AND YOU WANTED TO USE THE WARRANTY THAT I PURCHASED I SAID TO HIM THAT'S FRAUD AND I SAID GIVE MY MONEY BACK ******* HE SAID NO let me fix it i said not with my warranty i said TO ******* SEND THE CAR TO NISSAN AND LET THEM FIX IT HE SAID NO IF YOU GO TO NISSAN THEN YOU DEAL WITH THEM THEN HE TOLD ME TO LEAVE AND I SAID NO GIVE MY MONEY BACK THEN HE SAID HE WILL CALL THE POLICE TO HAVE ME REMOVED OFF HIS PREMISES AND ISAID YOU NOT GOING TO FIX THE SWAY BAR LINKS LIKE YOU SAID? HE SAID LET NISSAN DO IT I WAS FURIOUS THE POLICE CAME IN THE DOOR AND SAID DO YOU WANT HER ARRESTED I SAID WHAT THE POLICE SAID YOU TRESPASSING I SAID YOU DON'T EVEN KNOW THE STORY IM SUPPOSE TO BE HERE HE SUPPOSE TO BE FIXING THESE SWAY BAR LINKS SO HOW AM I TRESPASSING?HE DIDN'T WANT TO HEAR ANYTHING I WAS SAYING AND I WAS ALSO TRYING TO TELL THE POLICE THAT I ONLY HAD THE CAR FOR NOT EVEN 48HRS HE SAID HE DIDN'T WANT TO HEAR IT THAT'S A CIVIL ISSUE HE ESCORTED ME OFF THE PREMISES.I WENT HOME AND CALLED THE WARRANTY COMPANY(I TALKED TO A GUY)AND THE FINANCE COMPANY(I TALKED TO LILLY THE FIRST TIME) AND TOLD BOTH COMPANIES WHAT WAS GOING ON AND THEY BOTH DIDN'T CARE THAT I NEED A TRANSMISSION AND I ONLY HAD THE CAR FOR NOT EVEN 48HRS.so at this point there's no one to help me everybody saying it's a civil situation so i said okay let me send it to NISSAN so they can put it on the machine and see what's all wrong with it I MADE A APPOINTMENT TO GET SOME RECALLS FIXED AND i said to myself use the warranty so i sent the car to ***** ****** IN SPRINGFIELD IL ON 2/6/24 *** IS THE PERSON THAT'S DEALING WITH THE CAR AT ***** ****** UPON DROPPING THE CAR OFF WHICH MY DAUGHTER DROPPED IT OFF SHE GAVE HIM THE WARRANTY INFO MY NUMBER FOR UPDATES SO I TEXTED *** FOR UPDATES AND HE CALLED ME AND SAID BECAUSE I WAS CALLING THE WARRANTY COMPANY TO SEE WAS EVERYTHING COVERED ON THE WARRANTY THIS IS THE PROBLEM THE MILEAGE ON THE WARRANTY IS HIGHER THAN THE MILEAGE ON YOUR CAR SO IT VOIDS THE WARRANTY *** SAID THIS IS WHAT I NEED YOU TO DO CALL YOUR CAR DEALER AND GET THE BILL OF SALES AND SEND IT TO YOUR WARRANTY COMPANY SO THEY CAN FIX IT SO I CALLED MY WARRANTY COMPANY AND TALKED TO EITHER CARA OR TARA AND SHE SAID I HAD TO CALL ******* MYSELF SO I SAID I BEEN HAVING PROBLEMS WITH HIM SINCE I PURCHASED THIS CAR CAN SOMEONE ELSE CALL HIM THEY SAID IT HAVE TO BE ME OKAY SO I CALLED ******* A FEW TIMES BEFORE HE ANSWERED WHEN HE ANSWERED I HELLO ******* THIS IS ****** I SAID THE CAR IS AT ***** ****** TRYING TO GET FIXED BUT THE PROBLEM IS THE MILEAGE ON THE WARRANTY IS HIGHER THAN THE MILEAGE ON THE CAR(i think he knew that that's why he was so angry when i said i was sending it to green)AND THE WARRANTY COMPANY NEEDSTHE BILL OF SALE TO FIX THE WARRANTY SO I CAN GET THE CAR FIX OR IT VOIDS OUT THE WARRANTY AND ******* SAID OKAY. SO I MADE IT HOME ABOUT 3PM I CALLED THE WARRANTY COMPANY AND ASKED IF HE SENT THE PAPERWORK OVER THEY SAID NO SO I CALLED THE FINANCE COMPANY AND EXPLAINED EVERYTHING TO THEM AND ASKED CAN I PUT IN A COMPLAINT AND THE SAID AT LEAST GIVE HIM A CALL AGAIN AND I GO ON TO EXPLAIN TO THE FINANCE COMPANY THAT I BEEN HAVING PROBLEMS WITH HIM EVERY SINCE I PURCHASED THIS CAR OKAY SO I CALLED HIM NUMEROUS OF TIMES BEFORE HE ANSWERED I SAID ******* THIS ****** AND I CONTINUED TO ASK ******* DO YOU KNOW WHEN YOU WILL BE ABLE TO SEND THE PAPERWORK HE SAID I DON'T KNOW MAYBE TOMORROW OR SOMETHING AND I EXPLAINED TO HIM THAT WE ONLY WAITING ON YOU SO THEY CAN FIX THE CAR SO I HUNG UP AND CALLED MY FINANCE COMPANY BACK AND TOLD THE I WANT TO MAKE A COMPLAINT I PUT IN MY COMPLAINT WITH THE FINANCE COMPANY AND I DO NOT WANT THIS CAR I WANT MY MONEY BACK IT'S ONLY BEEN 2 WEEKS I SHOULD NOT HAVE TO GO THROUGH THIS I WANT MY MONEY BACK .I HAVE CALLED THE WARRANTY COMPANY AND THE FINANCE COMPANY EVERYDAY EXCEPT FRIDAY I CALLED 2/12/24.THE FINANCE COMPANY CALLED ME TODAY HER NAME IS CAMILLE SHE HAS BEEN HANDLING THE COMPLAINT ISSUE AND SHE SAID I WAS ABLE TO GET IN CONTACT WITH ******* MIND YOU TODAY MADE A WHOLE WEEK AND CAMILLE GO ON TO SAY AS SOON AS HE SEND THAT PAPERWORK OVER I WILL CALL YOU IT IS 5:40PM ON THE13TH OF FEBRUARY AND STILL NO CALL.I DONE CALLED THE STATE POLICE NOBODY CAN HELP ME THE POLICE THEY SAY IT'S A CIVIL MATTER CAN SOMEONE PLEASE HELP ME I DON'T KNOW WHAT TO DO OR CAN SOMEONE POINT ME IN THE RIGHT DIRECTION PLEASE I NEED SOME HELP MY NUMBER IS *** *** **** ***** ***********************I bought a car from the auto connect on a Saturday night it need a transmission among other things major they didn't open on Sundays i took the car back that Monday which i didn't even have for 48hrs which i think the car lot knew the car was having these problems ******* wouldn't take the car back he said i can give your money back but im not and i only had 48hrs so i put the car in ***** ****** and the warranty mileage is higher than what's on the car so that voids out the warranty and all tge needed for him to do was send the bill of sale to the warranty company and this been since 2/6/24 and its 2/13/24 and he still hasn't sent it to the warranty company my car has been at ***** ****** all this time because he has not sent the proper paperwork

  

  Business Response

  Date: 02/21/2024

  Thank you for taking the time to contact us and the BBB. We appreciate the time you took to reach out and we are happy to address this.

  We entered into a business transaction thfair, appropriate, and agreed upon. We agreed to address your concerns and provided multiple solutions which you have highlighted in your submission to the BBB. We are disappointed that the solutions we provided that directly addressed the issues you raised - were not the solutions that you would accept. We are happy to know that you have been able to find another service provider to address your issue. 

  We understand the complainant had multiple engagements with the lender and they were able to sort out the paperwork issue. We worked with the lender on our end to resolve any paperwork requests. We responded and communicated with the complainant on multiple occasions and fulfilled our duty to make all attempts possible to provide a solution. 

  Regarding the involvement of law officers. We appreciate their service to the local community and their dedication to small businesses like ours. We do thank them for the time they took to come and address the situation. We wish that the complainant had accepted our solutions and we wish the complainant had not caused a disturbance that required the presence and time of our local law enforcement. Multiple attempts were made by us to de-escalate and provide solutions to the problems that were raised. Due to the disturbance and the refusal to accept our offers to resolve the issue, we took appropriate action. It is important to note as well that the complainant stated the police would need to get involved before she would leave, therefor we were obligated to utilize the appropriate resources to use a non-emergency line and contact the police. 

  Customer Answer

  Date: 02/27/2024

   I am rejecting this response because:
  They say they communicated it took from the 2/6/24 to 2/20/24 for them to get the right mileage for the car so i can use the warranty that im payiny for how's that okay? I haven't been able to drive that car basically since i got the car and it took that car lot 2 1/2 weeks to get the finance company (witch i had to get involved) for them to at least consider sending the paperwork they sold me a car without a bill of sales witch the secretary of state police say that's illegal.they haven't sent me no up to date paperwork about the right mileage i ask the finance company to take me out this contract first of all how's it okay for him not to abide by the contract witch i couldn't use my warranty because he wouldn't send the proper paperwork at a reasonable time for me to use a warranty that im paying for. The been at nissan for almost 3 weeks accumulating storage feeshe was suppose to put sway bar links on the car and because i told him the transmission was going out he decided not to do the sway bar links i never told him not to do that part that he promised me that he would do before i found out about the transmission.and multiple problems is wrong with that car he sold me. And im probably not going to be able to drive that car to lord knows how long so the cops wasn't called because i was cursing him out i wasn't even loud i kept telling  him i didnt want the car because i knew something was wrong with the transmission and like i thought the transmission went out 2/6/24 after i bought the car1/27/24 how's that okay it took the car back 1/29/24 so how come he didn't take it back?

   

  
  

  Customer Answer

  Date: 02/27/2024

  I contacted my finance company and warranty company almost everyday from 2/6/24 till the 23rd of February and asked for updates and found out that he didn't send it till the 20th of February i got my finance company involved because he refused to send the paperwork they told me they had to basically threatened him to send the paperwork so working with them was to send the right paperwork at a reasonable time not be forced to.i just want my money back because I took the car back as soon as i realized that the transmission was not good witch was less than 48hrs later