Complaints

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• Initial Complaint

  Date:09/20/2024

  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.

  Bought a 2016 CX9 from A Unique Auto Source on 8/26/2024. On 9/9/24 the car began to emit sweet smell out vents. Then car acted like it wanted to heat. So stopped car and had little coolant in reservoir. No visible leaks. Put in coolant drove home. Went back out and car said it needed to shut off immediately, smoked and thought thermostat or water pump. Took to mechanic next day. Car has potential cracked head, engine block and cylinder head allowing coolant to leak into oil. Mechanic also identified evidence that someone had put stop leak in car prior to purchase. Called dealer and was offered $1000. Told he had drove car 500 miles and changed the oil. I said that wasnt enough and he said hed be gone a week and to call back so he could make some calls to mechanics. On 9/18 we communicated again and he offered $1500 final offer. *** called several ***** dealers in ********* and their opinion is car needs new engine. That is a $7500 job. I have a $14,000 note on this car. So repairs are more than half of value. We have no car that is drivable with a $14000 loan and I havent even made first payment. Dealership denying any fault or further assistance in the matter. Have filed complaints with ***, ************************** and now BBB as well as i have informed finance company.

  

  Business Response

  Date: 09/30/2024

  This situation is unfortunate for the customer as well as our business.   We have been in business since 2010 with thousands of transactions and nothing but happy customers, as evidenced by our five-star ratings.
  
  This customer did sign a copy of the federally mandated buyer's guide (attached). Which states that the vehicle is used, has no warranty, and is sold AS-IS.  It is mandated for this very reason, to confirm the knowledge that the dealer has no obligation after the sale.
  
  The vehicle performed well enough to be acceptable for lot, then performed normally for our test drives.   Per the customer, if performed normally for many days after purchase.
  
  IF there was stop leak in the system, it would only be possible to detect during a coolant flush, which was not needed while in our possession, nor evidenced by pre-purchase inspection at auction.
  
  We do perform oil changes and other reconditioning of all our vehicles, a coolant issue would have prevented that vehicle from being considered for our lot. With nearly 25 years of mechanic experience, we have experience with all types of repairs.
  
  The price of $7500.00 is obviously a price *****.  The customer's use of the word "potentially" clearly means the shop maximized the price for the what ifs that are probably not necessary.
  
  Our good will gesture of $1500.00 should cover roughly have the price of the job.  This offer still stands, even in light of the belligerent calls and false accusations.

  Customer Answer

  Date: 10/01/2024

   
  I am rejecting this response because:
  this is untrue. You drove vehicle over 500 miles admittedly, allowed another lady to borrow vehicle while her car was being serviced. Also if that be the case, then dealer was aware of situation. Car will require major repairs. All of this before first payment was due. Other states have 30 day 3000 mile because of issues like this by dealers who hide behind paperwork knowing they are in the wrong but think they are protected. And there has not been nothing but positive reviews. Your company has faced similar situations in past. 
  Despite dealers statements there was a decent amount of money made on this vehicle - a junk vehicle that he obviously is grateful he got out from under putting burden to someone else. 
  My options are this - full refund of vehicle or atleast the remaining balance, a full engine replacement at dealers cost at a repair shop of my choosing, or $3500 for full gasket and engine repairs if catastrophic engine failure hasnt occurred. 
  I also never have received tags that fast on any vehicle purchase Ive ever made in ** so they 100 percent knew what they were doing so all paperwork was locked in and all fault deferred. If this is not responded to it any of the options met by 10/9 then I will file in civil court. I do have an attorney available and dealer may want to be reminded that civil is not same as statute and only requires confinement of wrongdoing or fault - both points are easily provable. So just as I have a 50/50 shot at losing, he also stands 50/50 shot of this costing him more than just taking care of the balance or making it right with the vehicle other than offering less than half of what it will cost to repair vehicle.