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:02/12/2025

  Type:Customer Service 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 bought a car in Late Nov '24, a '16 Challenger SRT and had it shipped and delivered on Dec 6 '24. The first time I drove it I noticed noise/howling/vibration from the rear end. I called Trust Auto and was directed to Christian, Service Mgr. We had a long discussion, and he admitted on the recorded call that others complained about the noise and they changed the fluid and assumed it was all good, he also noted the Tech has hearing issues and overlooks noises. He assured me they would cover it since it was sold this way. He asked for patience and to allow up to 3 wks to get it resolved. He set an appt for me at a local ***** dealer near me ( I'm in ****) and they confirmed the rear diff is failing and it's not safe to drive. Fast forward another month and ********* advised me the Dealer was too expensive and asked me to move the car to an independent shop nearby, he ordered the rear diff and approved the repair but noted the sound I describe is Drive shaft related, and that may still be an issue, he said we can address that after this repair if needed. Fast forward to late Jan '25 the car has been sitting for over 53 days and the diff is now installed. The noise is still there, I called Trust Auto and was told ********* no longer works there and was directed to ******. I explained the whole story to him, he said all Challengers make this sound, its Normal! Christian researched the noise early on and found a Dodge TSB ********* which explains the noise and repair in detail. I clearly had the message from ****** that I needed to drive and enjoy the car, I since took the car in and paid for the Driveshaft replacement and the noise is gone. The Total repair was $1598.87, I was promised on Day 1 it would be covered , and now its Feb 12, finally done and I'm seeking full reimbursement as this is completely unacceptable for a $35K purchase to have to deal with these issues for 2+ months. I had many discussions with ********* and was patient to wait this out.

  

  Business Response

  Date: 02/24/2025

  Will be working with customer directly. Have already reached out to get some preliminary information. 

  Customer Answer

  Date: 02/24/2025

  
  Complaint: ********
  
  I am still in "waiting Mode" to hear what they plan to do for a resolution, as of today they have not yet provided any details about this complaint other than it's on their desk for review.  I would suggest leaving this "open" for now until they reach out.  
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/05/2025

  Hi ****, 

  What's a good number to reach you out?
  
  Thanks,
  ****

  Customer Answer

  Date: 03/05/2025

  The business requested my phone #: ************,  or ************.  I can be reached at either #. 

  

  Business Response

  Date: 03/24/2025

  ****** on a settlement. Waiting on approval from Legal for settlement docs to be sent. 

  Customer Answer

  Date: 03/24/2025

  I don't want to accept and close this yet, nor do I want to reject it as their message states waiting for their legal team to send official documents, once I receive and sign, plus receive the settlement, then I will accept and close this complaint. Thank you!  

  Customer Answer

  Date: 03/30/2025

  **** from Trust Auto emailed me on 3/26/25 and said he was waiting on is Legal team to draft up the agreement for me to sign, as of today I have not received it, I was hoping to leave this open until the check for $800 has been delivered to me. Please note I do not consider this issue closed as of yet.  

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  over charge on my PA auto registration fees.

  Customer Answer

  Date: 02/12/2025

  I had a Chevrolet Silverado trade in. Told them that I can transfer the tags. They said I cannot. Then all of the sudden they did it. They charged me more money than I should have paid. I live in PA. Then I told them a number of times to cancel the GAP Insurance I bought did not do that. Called a number of times no call back. 

  

  Business Response

  Date: 02/18/2025

  Hello,

  A refund check was mailed to you along with your tags back in January. If that check was lost, I can arrange for a new check to be issued and sent to you. However, I am unsure how you arrived at the refund amount you are claiming, as it is significantly higher than the amount originally sent. Could you please clarify how you calculated this amount?

  Thank you,
  ****

  Customer Answer

  Date: 02/19/2025

  I did not receive a check in January. The reg. Fees. Were over charged because those tags from my truck could have been  transferred   instead of getting new plates that would cost me more money by getting  new plates. I told them to do that. Would not listen.  I was charged for

  Gap insurance . I wanted it canceled no response.  I called a lot of times they said they would call back nothing . You can call me

  if you want. I can explain

  more. ************ 

  Customer Answer

  Date: 02/19/2025

  I did not receive a check in January. The reg. Fees. Were over charged because those tags from my truck could have been  transferred   instead of getting new plates that would cost me more money by getting  new plates. I told them to do that. Would not listen.  I was charged for GAP Insirance I wanted it canceled no response.  I called a lot of times they said they would call back nothing . You can call me if you want. I can explain more. ************ 

  

  Business Response

  Date: 02/24/2025

  I've attached a screenshot of your previous registration, as well as a screenshot of your new registration. Please note, the plate number is ******* on both registrations. This means we transferred the registration as requested. 
  
  If you have not received the check, I can issue a new check to you. Should it be mailed to the same address on file?

  Thanks,
  ****

  Customer Answer

  Date: 02/24/2025

  We never did receive any check, use the same address that is on file. We called numerous times to cancel the gap insurance and no one ever returned our calls. We finally called the company with the gap insurance and they said they never even received any money from Trust Auto for the gap insurance. We would like to get our money as we signed a cancellation form from the gap insirance company recently.

  Customer Answer

  Date: 02/25/2025

  Consumer confirms no check has been received and confirms to use the address on file to mail one.
  

  Customer Answer

  Date: 02/27/2025

  **** can send  the check to the same address.

  Customer Answer

  Date: 03/04/2025

  I did not receive my check yet. That about the tag transfer is not right. I took my tag back home with

  me. They said I could not use that. Now I can use it. They charge me for all new tags. They must of found out they were wrong. They owe me for the difference. Plus I want my 1000 they charged me for gap insurance. I wanted to cancel

  it in the 30 days they would not reply. The company said they never received payment for it. They are trying to

  Play a fast one. Not good. You can call

  me at ************  ****** me and my wife work hard for are money then they are trying to take advantage of us. 

   

  

  Business Response

  Date: 03/05/2025

  Hi ******,

  Did you fill out a form for GAP cancellation?
  
  GAP refunds normally go back to the bank, so the check will be sent to them, but I'm trying to track your cancellation down so that can be done.

  
  Thanks,
  ****

  Customer Answer

  Date: 03/05/2025

  **** I filled the from out weeks ago. The address and phone number is on the bottom of the form. I  know  the refund go back to the bank to be taken off the loan. The other form was to show you that the tags were not a transfer. They were for new tags that I did not even got. I found out by Pa when I had to pay ****** for the old registration. 

  

  Business Response

  Date: 03/31/2025

  It's finally showing cancelled in the system, so the check will be mailed out today to the lender. 
  
  Your check should have been delivered on Saturday. Here is the tracking information for that.

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

  Customer Answer

  Date: 03/31/2025

  i did received the check. waiting on the gap refund to show up on the loan. i will let you know.   Thanks ******.

  Customer Answer

  Date: 04/06/2025

  I did receive the check for the tags but didnt get credited at the bank for the gap insurance yet. I will let you know when that happens

  Customer Answer

  Date: 04/10/2025

  **** from trust auto fixed the problem.  He was easy to work with the mistake. Responded to my texts a got back to me. The issue is solved.  Thanks  for you help.   ******.

• Initial Complaint

  Date:02/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 used hybrid vehicle after being told explicitly that the company would be able to provide a time of sale report (IRS form 15400) so that I may file for a pre-owned clean car credit worth up to $4000. It was explained that the vehicle was indeed eligible for the tax credit but the dealership did not offer to accept transfer of the credit. I expressed that I would be happy to file for the credit on my own.
  
  Several days after the finalized paperwork I am still asking about this report. Neither the salesperson (David P) or the finance person (Mike K) that I worked with were of any help and I was contacted directly by the sales manager (Russ Y). He informed me that his operations director handles these matters and told me he would look into it. My persistence over the next couple of days prompted him to finally detail that the operations director had issues inputting the information and because we were now outside of the 72 hours window to provide the report the solution was to void my original contract and sign a new one to "reset" the sales date so he could submit again.
  
  It has now been over 24 hours since performing that re-signing of my sales documents and I still have not been provided the promised documents. Most of my correspondence with Russ has been via phone, which he states is recorded. I did, however, attach a screenshot of email replies that imply he intends to provide the report (but has failed to do so)

  

  Business Response

  Date: 02/11/2025

  This has been resolved

  Customer Answer

  Date: 02/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:07/01/2024

  Type:Customer Service 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 my vehicle from this dealership on July 10, 2023. A portion of the cost of my truck included a PDI fee ($895). During negotiations, I requested for the dealership to waive this fee. The dealership denied my request. They explained that resources had been invested into my truck to ensure it was prepped and prepared for resale. However, the dealership sold the vehicle with several issues despite charging me the PDI fee. The dealership sold me the car with a leak in the AC line, a slow leak in the passenger rear tire, and disabled rearview wipers. I had to return the truck three times for the dealership to fix the AC leak. The third time, the dealership kept my vehicle for almost two weeks with little communication. The dealership 'fixed' the rearview wipers by installing a faulty motor that I had to replace. That piece alone was almost $200. Lastly, the dealership caused more damage to my vehicle when it was in their possession. They left an oil boot stain on my seat and dented my rearview bumper on the driver's side. The dealership did not acknowledge the damage they inflicted on my vehicle either.
  
  I seek the help of BBB for a refund of the PDI fee ($895) and the cost of the windshield wiper motor ($200). I'd also like the dealership to reimburse me for travel costs. As I mentioned, I had to take my truck back three times for the dealership to correct the AC leak. That should have never happened. It is approximately 60 miles roundtrip from my home to the dealership. That's 180 unnecessary miles put on my truck for the dealership to correct their wrong/misdoing. I want to be reimbursed $1.70 per mile for $306.

  

  Business Response

  Date: 07/15/2024

  I attempted to call the complainant last week. Left a voicemail. Have not received a call back. 

  

  Business Response

  Date: 07/15/2024

  Dealer is willing to come to an amicable solution, but does need to speak to complainant to discuss terms. Please call the Dealership and ask for Nick or call my cell at **********

  Customer Answer

  Date: 07/22/2024

  I received and acknowledged Trust Auto’s response. I am weary of resolving my complaint ‘offline.’ Trust Auto has not previously demonstrated enough goodwill to move forward without the intervention of BBB. I want written confirmation from Nick that the company will agree to my request (per the dollar amount specified) before I communicate with the dealership via phone. I want the written agreement documented on this platform before I am willing to close my complaint. 

  Customer Answer

  Date: 07/29/2024

  There was no resolution. I did not receive a refund/reimbursement. My last message on July 21 asked for additional help from BBB. I did not wish to resolve my complaint verbally with Nick from Trust Auto. I asked BBB to have Nick provide written confirmation that the dealership would satisfy my request and the dollar amount. That was not done. I would like my complaint to be opened once more and properly resolved. 

  

  Business Response

  Date: 08/12/2024

  While Trust Auto was not responsible for the repairs on your vehicle or the repeated visits you had to make, we value your satisfaction and are committed to resolving this issue through our Goodwill and Customer Retention programs. We are willing to reimburse you the requested amount of $1,401.00.
  
  To proceed, we kindly ask that you provide a receipt or invoice for the windshield wiper motor for our records. Additionally, all agreements, including settlement agreements, are typically signed via DocuSign for your convenience. If you prefer, you may also sign the agreement in person. Unfortunately, the BBB platform does not support the signing of such agreements, so we would need to finalize this outside of the BBB portal.

  Customer Answer

  Date: 08/15/2024

  Hello, 

  I am attaching the receipt per Trust Auto's request. The windshield motor is the last item. 

  
  Please inform Trust Auto that they may email me the DocuSign forms to process my reimbursement. My email is ***************@gmail.com. Please also let the dealership know that I will formally close out my complaint (with satisfaction) after I receive my reimbursement. 

  BBB, I appreciate your help!

  Thank you, 

  ******* 

  

  Business Response

  Date: 08/26/2024

  A contract will be sent tomorrow for complainants signature. 
  

  Thank you 

  Customer Answer

  Date: 08/28/2024

  BBB,

  I signed the documents from Trust Auto as of today. I’d like to keep my claim open until I deposit the check. At that point, I will close my complaint with satisfaction. 
  

  Thank you,

  *******

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 2021 Tahoe from this business on November 22 2023 . I contacted them on the next business day which was November 24 2023 about the rear passenger TV not working in the headrest, scratches on the vehicle that was not detailed out as they said they would, also wheel locks on my tires that were on with no key to get them off. I took the vehicle to the dealership with an estimate for one showing the TV does not work and the receipt they charged me for the diagnosis. The TV replacement cost is 1500. I've been dealing with a guy from the repair department that is now giving me the run around name Damien. I want them to do what they said they were going to do or refund me the cost to pay someone to do the work they said that they would do. The last conversation with Damien I had was that if I had to bring the vehicle to them which is 3 hours away from my home was that I needed that in writing before I came all of the way out there for nothing. As of yet he has not put in writing as to what he said that they were going to do so I have no other choice than to seek help elsewhere.

  

  Business Response

  Date: 01/03/2024

  Good day, 

  Mr. ********, as we discussed over the multiple emails, we agreed to replace your wheel locks to make sure you have the key to take them off, additionally we agreed to buff your vehicle to eliminate scratches. Also what comes to a passenger TV we also agreed to fix/replace the screen. In order for us to address those issues we would need to have the vehicle. I also would like to bring to your attention that we did not authorized any diagnostic charges and cost to make a second key, both of those issues was not agreed upon at the time of sale. 
  Please let us know when are you planning to bring vehicle back? 
  Please contact Damien at ** **** *** *** **** he will be able to schedule an appointment and address your concerns in timely manner. 

  Customer Answer

  Date: 01/07/2024

  
  
  Better Business Bureau:

  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/29/2023

  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.

  This is a used card dealer that tried to sell me a car without disclosing major issues. On 06/25/2023 I have visited the above business hoping that I will buy a car. We found the car and proceeded to purchase by paying a $500 deposit. We have found a couple of cosmetic issues with the car, and the seller agreed to fix them. However, he did not disclosed major things that the car was having. I have requested to do a pre-purchase inspection, just to make sure that everything is OK. After doing the inspection, with a certified dealer, ****, they found major issues such as engine oil pan cracked, leaking oil, engine mounts broke, battery replaced with an aftermarket product (safety issue according to the **** service department), tires replaced, but not in compliance with the manufacture requirements, and many other small things. I contacted the seller, sent him the report, and asked him why all those thing were not disclosed, so I don't have to pay $175 fee for the inspection. I have asked him to reimburse me for that $175 and returned my deposit $500. He did not want to reimburse me the $175 and threated me that if I don't pay the $175 he will take legal action against me. I just want the seller to reimburse me the $175 and refund my $500 deposit. This business is a scam, running their business hoping that their clients are going to buy their horrible products with verifying them.

  

  Business Response

  Date: 07/25/2023

  Thank you for your feedback. 

  We are very sorry for the experience that you had in our dealership. I would like to start by addressing several complains that was brought to our attention. $ 500 deposit was refunded immediately upon your request. We also offered to fix all issues that was found during PPI at no cost to you and move forward with the purchase. You decided not to accept our offer and cancel the deal. Request for reimbursement of $ 175 PPI fees was respectfully declined. Pre Purchase Inspection is solely clients choice and responsibility. 

  Please do not hesitate to reach out to us in the future if you need any assistance

   

• Initial Complaint

  Date:06/23/2023

  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.

  THIRD EDIT:!!!!!!!!!!!!!!!!!
  STAY AWAY FROM THIS DEALERSHIP
  I BOUGHT A CAR. SUPPOSEDLY A NEW TRANSMISSION BEING PUT IN. 3.5 WEEKS LATER AND I JUST GOT IT BACK. TURNS OUT THEY PUT ANOTHER BAD TRANSMISSION IN IT. WILL BE TOWED BACK TO THIS HORRIBLE DEALER AND SHOP TOMORROW. I AM SO DISGUSTED. I HAVE DRIVRN MY CAR LESS THAN 150 MILES AND AM ON THE SECOND REPLACED TRANSMISSION NEEDED.
  My first review was premature I suppose.
  I am highly disappointed, dissatisfied and simply irritated. The day after I bought my Acadia (after feeling a shift problem on the test drive and the salesman said it was the car trying to figure out what gear it’s in). The next day my car wouldn’t stop shifting funny, shaking, thumping etc. I immediately returned back to the auto dealer. They wanted to send it to the transmission shop. I had to have it towed back down because I had my 2 year old son with me. Here we are. 3 weeks or so later almost. My car needs a NEW transmission and no idea when it will be I. I’m paying a 420 a month for a car I don’t even have. NOR do I have any loaner. Because they don’t have one. At least offer me money off my payment. Since I was sold a car with a bad transmission. They are though fixing under warranty. But no telling when that will be. I am so upset. I feel no one is rushing to get my car what it needs because it isn’t effecting them. I hope to make another update on how the situation was rectified. But unfortunately. It has not been.
  Bought the car. The next day I was back down at the shop. Needing a new transmission and it is a bad transmission. They installed. They have sold me a faulty car and KNEW they did. This is a bad bad business and I would like them to buy the car back for what we paid. The car is a lemon and they knew it. Over 3 weeks to replace it and it is another bad one.

  

  Business Response

  Date: 07/19/2023

  Client purchased vehicle from our dealership with one months one thousand miles powertrain warranty covering 50% parts and 50% labor after 200 deductible, shortly after a purchase client complained that the transmission is not operating properly. We kindly asked client to bring it back for initial diagnosis. Upon inspecting the car CR Tech was able to identify transmission defect, they immediately placed an order for a new rebuild transmission. ( The process of getting transmission shipped in the mail is not a quick one, also replacing transmission requires curtain amount of time). Client was explained several time the process that we would follow and agreed to move forward with repairs. Also as a good will Trust Auto did not collect any warranty mandatory deductible or 50% parts or a 50% labor. After replacing the transmission vehicle was delivered to the clients. Upon first test drive client complained about another transmission issue she is experiencing. Client contacted Trust Auto and made a complain in regards transmission not functioning properly again. We explained to the client that rebuild transmission that we replace is under full warranty including parts and labor in case she wants to take it to the any other shops. After we had conversation with the client she decided to take it to the shop of her choice. For over 10 years we take pride in a quality of our vehicles  and outstanding client service. Please do not hesitate to contact us at any time. We would love to help.

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  04/22/2023
  $71,274.10
  Fraudulent Representation of online purchase - Vehicle condition did not match sale terms
  Uncomofortable with entire experience
  Business offered $500 to sign a release of all responsibility day after purchase delivery
  Deal # 10790343
  
  Purchased truck at full asking price from New Jersey online, Driver delivers truck in the middle of busy road and pushed us to sign under duress to get out of traffic. First two minute inspection showed exhaust held on with rope and wire hanger, multiple scratches, dents, damaged wheels which were documented by driver prior to signing for receipt. Online representation was excellent condition and disclosed none of these items. Prior conversations (recorded) stated that there was "no damage to vehicle, it is perfect and we would not sell if it were not". This was a complete lie. 125 point inspection was stated to be complete. Truck was not detailed at all. List of repairs needed below:
  Oil leak driver side motor head
  Fuel system crank no start injectors #1, #5
  Front bumper corner has been pulled out from accident damage to paint and dent
  Cap has significant dent
  3rd light lense cracked
  Air Bag Suspension does not hold air
  Exhaust held by hanger/rope
  Needs brakes
  Water damage under inside of cabin
  Exessive rust all over truck
  4WD does not engage
  Sunroof leaks
  Cigarett burns all over
  Scratches driver side rear quarter panel
  
  Multiple calls to resolve with no positive result. Dealer had this truck for months and did not inspect prior to sale. I do not trust any repairs made by them. I have over 15K in repairs that need to be made to a 70K vehicle that we just purchased. It is currently unable to be repaired and falls under lemon laws and consumer fraud and is inoperable. We have contacted Maryland Motor Vehicle commission for formal complaint. There are dozens of complaints online with similiar circumstances and lack of transparency.

  Customer Answer

  Date: 06/21/2023

  Please see the retail purchase agreement and letter of promise from dealership. 

  

  Business Response

  Date: 07/19/2023

  I spoke to the Customer directly on the phone regarding this complaint yesterday. He is going to think if he'd like to allow Trust to find a resolution, or if he'd like to go the initially planned route and let me know.

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 bought a sprinter crew van on 8/4/2022. on 8/18/2022 it stopped accelerating up hills. I called them and they said it was not covered under the warranty. I drove from Rhode Island to Maryland to purchase this van which is 400 miles there warranty covered 1000 miles or 30 days.
  I found out that the bolts were not installed properly in the exhaust to the turbo creating threatening gases and in turn burned the wire harness to the main engine. I reported just over 2000 miles. I bought this van for $40,000. the estimate to fix it is $7400. they have no ethics and did nothing to reconcile. This was a problem before I purchased the vehicle and they stopped answering my calls
  

  

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 9, 2022/09/19) */
  To whom it may concern, We have reached out to Ms. ***** and agreed on a settlement to help with her repairs. Ms. ***** went over the 1000 miles listed on her warranty for which Trust auto has decided to still help our customer. Repairs should be completed shortly by the service facility that Ms. ***** have choosen. Any questions please contact me. Thank you.

• Initial Complaint

  Date:08/30/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We were buying a car from out of state. We spoke and text with the sales person. He had the general manager facetime us to show us the car. During that call we asked him about the warranty. He told us it had 30 days and he added that Maryland has a strict law that if anything is wrong with the drivetrain, they would have to take the car back.
  
  Within 30 minutes of the car being delivered to our house, the check engine light came on. I let the salesperson know right away, they had a service person contact me. They asked me to send a photo with the mileage which I did. After trying multiple things to get it to go off, I took it to mymechanic who ended up replacing the thermostat.
  
  Since I could not register the car, since it would not pass inspection, I had it fixed. After many back and forths with Trust Auto they made an offer for less than 1/3 of what it cost me to repair the car so it would pass inspection and could be registered.
  
  They did not honor the warranty the car had.
  

  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/09/01) */
  On July 1st 2022 our dealership delivered a 2016 Mercedes-Benz GL450 to this Customer who had purchased the vehicle online. Two hours after the delivery, the Customer called to let us know that the check engine light had come on. We asked the Customer to have the vehicle scanned and provide us with the code, please see attached document from *********. There was one code for an EVAP leak stored at that time. We then sent the customer a new gas cap to repair the issue. The gas cap was delivered to the Customer on July 11th. On July 20th, the Customer called and said that the check engine light had come on again and that he had an appointment with his mechanic on July 22nd to check the vehicle out. We made it clear to the customer that the diagnosis by his mechanic would not be covered by our dealer unless the failure was covered by the warranty included with his vehicle, we also asked the Customer to have the vehicle scanned again and provide us with the code. On August 5th the Customer contacted us and provided an invoice of repairs that he made to his vehicle and requested that he be reimbursed. We informed the Customer that the repair that he had on his vehicle was not a covered component under the warranty. We contacted the shop where the repair was done to find out if they had documented the code or codes that caused the check engine light, because the Customer never provided them to us when the check engine light came on for the second time. The shop was not able to provide documentation of the code, but they did expertly explain that the code was for a cooling system malfunction and that is what led them to diagnose a faulty thermostat. We then contacted the Customer to reiterate that this was not a covered component of the warranty, but as a good will gesture, we can offer them the amount that it would have cost us to make the same repair at our shop. The Customer declined and insisted that we pay for his entire repair. The Customer then contacted the BBB. Please find the attached copies of the Buyers Guide and the warranty information that were signed at the time of purchase. I have redacted all personal information from these documents, but they are digital copies of the actual documents.
  
  Consumer Response /* (3000, 12, 2022/10/05) */
  You continue to spread false information. Jason told us on FaceTime about how Maryland has a specific type of state law that you would have to take the car back in the first 30 days if it had mechanical problems. I COULDN'T"T REGISTER THE CAR because the check engine light was on. I'd call that a mechanical problem. Add to that that you had your service manager call and tell me you decided to pay the bill and I'd receive the check in 3-5 days. That was a month ago. Just one more lie from you.
  
  Consumer Response /* (3000, 12, 2022/10/05) */
  You continue to spread false information. Jason told us on FaceTime about how Maryland has a specific type of state law that you would have to take the car back in the first 30 days if it had mechanical problems. I COULDN'T"T REGISTER THE CAR because the check engine light was on. I'd call that a mechanical problem. Add to that that you had your service manager call and tell me you decided to pay the bill and I'd receive the check in 3-5 days. That was a month ago. Just one more lie from you.
  
  
  Business Response /* (1000, 38, 2022/12/14) */
  Settled outside of BBB mediation
  
  
  Consumer Response /* (2001, 42, 2022/12/15) */
  The consumer has confirmed with BBB that the check arrived in today's mail.