Complaints

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• Initial Complaint

  Date:05/05/2023

  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.

  purchased a used vehicle, paid cash, took it home, next day the engine light came on, had it tested needs new Cat. called and left message for dealer. No call so called back, took the vehicle back on 4-6-23. Advised would not pick up until everything had been repaired. back seat belt, engine light, wind from passenger door, noise in the dashboard. picked up on 4-15-23, drove home, next day went to go to agway in milford and the engine light came on again. Advised dealer wanted my money back, he advised that he is not the owner and can not do that. He advised no lemon law in NH. Bring the vehicle and he will test it, advised that he had already done that and it showed that a Cat was needed. He stated that he replaced the least expensive part the 02 sensor, he will have to test again to see for himself that the CAT is needed. Asked again for my money back, he said will not happen, he has offered to repair the vehicle and that is all he has to do.

  Business Response

  Date: 05/11/2023

  
  These are notes from my daily log 5-5-23 and then 5-9-23  It is my understanding *** has no complaint.
  Time Log
  Activity 05 05 23
  8.20am called *** ###-###-#### She says she wants to return her car
  for a full refund. Her complaints are; 1) She has no seat belt for the rear seat left side.
  It was ordered on 4-25-23 and was delivered here on 4-26-23 (these
  dates are on the box) she was called and told it was here on 4-26-23
  but she did not want to get it installed right then. As of this date it still sits at our front desk
  2) She says she has an engine light on. That is correct, we installed
  a new rear O2 sensor (code P0420) and she was told if that didn't fix
  the issue it would most likely need a new Catalytic converter which we would
  also install for free. She called a week later and reported the engine light
  came back on .
  
  I told her I would need to plug into the car to verify it is in fact
  the same code before ordering the new Catalytic converter.
  she replied she wanted to return the car for a full refund.
  I told her we would repair the car for free but I simply need to make sure
  we are dealing with the same code before ordering the part. I reminded her
  that her seat belt was here waiting to be installed, and we could do that any time.
  On 5-4-23 ***** asked me to call her I did so 5-5-23 at about 8.20am
  I reminded her that about a week ago I told her I needed to plug into the car
  to confirm that I am dealing with the same code before I can order the
  Catalytic converter which I suspect is the issue. I also reminded her
  her seat belt has been here for awhile and suggested we do both at the
  same time. This is when she asked for a refund and to return the car.
  She asked for the new owners phone number which I declined to give her but
  I said I would pass the request on to him. I mentioned to her that I had always offered
  to repair her car at no cost to her. She said she has only had the car for a week since
  she bought it. I replied that was not correct however she did leave it here for a week
  after I installed the O2 sensor and looked into a faulty air bag impact sensor the
  computer reported was faulty at the right front of the passenger compartment
  (this is not part of our warranty but I agreed to look into it at no charge).
  Our work was completed in 2 days after we started the work… however
  she dropped the car off without an appointment and just left it here even with me
  telling her it could not get in the shop for 3 days. she was called the second day after
  it was scheduled and told the work was done but did not pick it up for a week.

  Time Log
  Activity 05 09 23
  9:10 *** came in… All Apologies. She said her brother who live across the street
  threatened her life. He is a convicted murderer, someone in GA. She reported it to the
  police. When they came he told them “don’t worry about it I’ll cover the funeral expense”
  he said that to the police!. She had me confirm we still have the same code, (we do)
  Since we already replaced the O2 sensor I ordered the Catalytic converter It should be here by
  5-16-23 she asked we install the seat belt at the same time we install the cat.
  I told her I would try to take care of the right side Impact sensor at the same time.
  NOTE THE JEEP MANUAL STATES A BAD SEAT BELT RETRACTOR
  WILL GIVE A BAD IMPACT SENSOR CODE THE BOOK SAYS YOU MUST HAVE
  A KNOWN GOOD RETRACTOR BEFORE LOOKING AT THE IMPACT SENSOR
  THESE PAGES ARE PRINTED AND ON NICKS DESK.
  
  *** is fine with us. Just really stressed out for the last few weeks… She is re-upping
  the restraining order. I told her restraining orders don’t stop someone from killing you.
  please look for a new home… you will have no trouble selling in this market. Maybe
  you can turn this horrible time in your life into a positive… you may find the home
  of your dreams. We were back to being old friends when she left.