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:04/30/2024

  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.

  On March 22, 2024 I purchased a **** **** **** ****** for 19,717.91 putting $2,000 down. The verbal agreement was operational tires and the turn signal error for left and right be corrected in the vehicle. They listed as front wheel tires in our contract we discovered later but seeing this is an all wheel drive car all four would need to be replaced to be correctly operational. We signed the contracted as agreed upon and left with our car. A day or so after the brake light came on. We dropped the car back off with a promise date of Monday April 8th. We were not getting any updates so I called and the service manager refused an update. My boyfriend who was taking care of the appointments was frustrated and let the rude service manager Dima talk him into Tuesday being okay. Since he wouldn't give me an update I called where the car was being serviced at and they stated it was done. I called Dima and advised him that Monday needed to be as promised because *** ******* had it done. He told me no that it would be Tuesday end of day and hung up on me. He then proceed to call my boyfriend back and insult him by calling him stupid and hung up on him. Once we got the car back the car we noticed that they only replaced two tires, the turn signal light error was still on, there was white dirt on my seats and a cover on the back had fallen off. They replaced with extremely cheap tires that were not even close to what was on it when purchased. After a day of driving the drive train error came on. The tire will no longer hold air and leaks daily. We had to replace ourselves the brake pads, sensors, valve steams, repair the part that fell off and clean the seats. The tires did not have a leak prior to them replacing with cheaper tires so we feel personally attacked. We gave Dima the service manager all of the information but he will not reply. They have not fulfilled the contract as promised. This is extremely shady and dangerous business. We are looking for a cash appeasement.

  Business Response

  Date: 05/01/2024

  All vehicles sold at Automotive Connection are sold As-Is and any promised work is completed as promptly as possible. We apologize that this is sometimes delayed due to the delivery of parts and also the volume of vehicles Automotive Connection is servicing at any given time. We attempt to communicate as efficiently and effectively as possible as well. However, when there are a multitude of phone calls in one day from customers on the same vehicle it severely slows down the progress of our service shop. As a result, the conversations may be briefer or sometimes more agitated than preferred. We apologize that you are unhappy with the level of customer service provided, but I can assure you no one was personally attacked. 

  All promised services were completed and the vehicle was returned to you as promptly as possible. The turn signals are fully function and the front tires were replaced as promised on the signed "We Owe" form. If you would like to pay to replace all four tires of your choice at our cost, please contact a member of management and we can direct you to shops we work with in order to ensure you get the lowest prices. If the replaced tires are leaking, you are welcome to take it to ******* ******* on ***** *** where the service was completed and they should be able to assist you. In response to your concerns about the interior condition upon picking up your vehicle, at no point was anyone or anything in the back seats that would cause the interior to be any different than during the initial test drive. If you would like to have one of our detailers clean the backset, I am more than happy to schedule that.

  Customer Answer

  Date: 05/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The car was supposed to be operational upon return. I would expect a high level of customer service in return. From working in the customer service industry myself it is best practice to take care of the customer to retain a postive experience and maintain a repeat customer. The car had more lights on after picking it up than upon purchase. We did not purchase the tires the company did and it will notWe are not wishing to return to your business at this time for service due to our Better Business 
  

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  The car was supposed to be operational upon return. I would expect a high level of customer service in return. From working in the customer service industry myself it is best practice to take care of the customer to retain a postive experience and maintain a repeat customer. The car had more lights on after picking it up than upon purchase. The tires are not functional with this car. We lost value because of the quality of the tire as we did research. The turn signal was not addressed as included in picture. We are not wishing to return to this business at this time for service due to our concerns of the actions of employees and how we were treated. Requesting an update should not cause your employee Dima to esclate in such a way. Please remember he called back to insult us. Compensation in form of money would be accpeted so we can continue the repairs ourselves. 
  
  Regards,
  
  ******** *****

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

  Business Response

  Date: 05/03/2024

  I completely understand and again we apologize for your experience. If you should happen to change your mind or want to use a vendor we have a relationship with to reduce any service costs, we are happy to offer this with no expiration. Attached are the signed Buyer Guide stating the vehicle was purchased 100% As Is and the We Owe form with a list of the work owed that was completed as promised.

  Thanks

  Automotive Connection

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,

   

  Again I am attaching a picture of my **** *****r after I got it back. It had more lights on AFTER it left your establishment after service. You did not correct the turn signals and you cannot place just two tires on an all wheel drive car. You will damage the car. This is not an appropriate way to treat a customer.  Considering my boyfriend was called by one of your employees and insulted I would think your business would be more willing to take care of their customer. I again am looking for cash or check appeasement. I do not have interest in releasing my car to your service after the way we were verbally treated. 
  
  
  
  ******** *****
  
  

  Business Response

  Date: 05/03/2024

  Again, I apologize for your experience and have had a conversation with our service manager. Even after the excessive phone calls to his cell phone, he will happily work to correct the issues with your vehicle. At no point will monetary compensation be considered for an option. If you would like to schedule a service, please let us know. Thanks for your time and hope you have a great weekend!!!

  Customer Answer

  Date: 05/06/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  While I appreciate you talking to the service manager for his behavior we do not want service done through your location. We have already corrected most of the work ourselves and it was a huge financial burden. We could no longer wait on the service manager to get back with us. The vehicle is used as a daily driver for my boyfriend and his son. We could not risk putting a child into an unsafe vehicle. We still have to repair the vehicle turn signals and buy ALL new tires now. We aren't asking for thousands. We are asking for compensation to help us with the expenses we had too put in. I think what we are asking for is very reasonable and a pretty common resolution in the customer service industry. This is a resolution that I myself do daily to take care of a valued customer and keep their business.

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

  Business Response

  Date: 05/06/2024

  As stated before, all vehicles are sold as-is, but we are happy to offer service at our shop or our cost at a shop where we have a working relationship. Good luck and hope you have a great day!

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,

   

  I will not be accepting the businesses offer. Again, after dropping the vehicle off at the location we received it back in worse condition than drop off. Compensation is the only thing that I will accept on my end and I believe we should be able to come to an agreement on that seeing that compensation 
  is a standard business practice in the customer service industry.

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

• Initial Complaint

  Date:03/29/2024

  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.

  2/20/24 4,995 I bought a used car from auto connection they didn't tell me the car had no headlights or any wires to the car for the headlights to work and on my way home from purchasing it I could have wrecked the car was shimming all over the highway and could barely keep control I have tried to contact them several times about these issues they tell me we will get back to u about fixing it and never call back we did the test drive the sales person was with us in the car and kept encouraging me to go back after only a few mins of driving it. I have also took this car to my mechanic and he had to replace the breaks and roders they were so bad and warped thats was 600$ out of my pocket and it didn't even fix the car its still shimming and I can't drive it cause of no headlights. These people also called and asked me to sent the title back cause something is wrong with the title they say but there's nothing on there that I can see is wrong. There is no lien on the car I bought it straight it out cash.

  Business Response

  Date: 04/06/2024

  We offer and encourage every customer to get a pre-purchase inspection due to all vehicles being sold 100% As-Is. All customers are offered the ability to purchase additional protection through one of third party vehicle service contract providers. Attached are the signed As- Is forms along with the waiver of service contract stating a Service Contract has been offered and explained and the customer chose to waive all rights and coverage included with the service contract. 

  Thanks,

  Automotive Connection

• Initial Complaint

  Date:11/04/2023

  Type:Delivery 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 vehicle and never received the title. It has been over 40 days since purchasing. They also charged me without my permission and applied $200 of my money to someone else’s account. I was not reimbursed and had to dispute this with my bank.

  Business Response

  Date: 11/06/2023

  Hello ******,

  The title was transferred to your name on the 10/25/2023 and was mailed out through the USPS. It should be delivered within the next few days if it has not already been delivered. You are welcome to get a duplicate title printed at any **** Title Branch. As far as the errant charge, please let me know the date and provide a receipt so we are able to correctly track the charge and correct this issue.

  Thank you,

  Tyler G*******

   

• Initial Complaint

  Date:04/01/2023

  Type:Sales and Advertising 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.

  Dealership was contacted about a dealer listed on various web sites available to me where I live. I was prepared to drive or fly to get the car to drive to my home if purchased. I was asked to fill out a credit app, which I did immediately. I was asked for income verification information and I requested someone from the finance department contact me before i would feel comfortable supplying such information. A woman, who was very condescending, explained the need for information which I supplied. It was only then that I was informed that the vehicle had a hold placed on it 6 days prior that was due to expire the next day, a Thursday. I was told salespeople do not have visibility of these holds, only the finance office. I asked why my credit app was taken and my credit run for a vehicle that might not even be available for sale. The condescending woman made it sound like that was my fault for not asking the right questions. I have text messages to validate. I called on Friday and was told the hold did not expire until the end of day Friday. I called Saturday to find out the car sold.
  I feel the dealership should have been forthright with information about the vehicle. This was a deceptive business practice to get my information and offer me other cars on their lot. I have text messages to validate that as well. As a business this dealership has the responsibility to be honest with consumers and not mislead them. I was badly misled and am now looking for another car after having 4 days of my time wasted.

  Business Response

  Date: 04/03/2023

  *****, I am sorry to hear about your experience
  with our store. We do offer a hold policy for our vehicles that lasts 7 days to
  help our customers to better prepare for delivery of the vehicle. (Exp;
  travelling, arranging their own financing, waiting on down payment funds to
  clear, etc.) We do however also offer a second position on those holds in case
  the first deposit holder doesn’t take delivery of the held vehicle. It sounds
  as though Alina & Ryan where just getting you prepared to have the opportunity
  to hold that second position on the unit.