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:10/07/2023

  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.

  The amount is in an auto loan that was signed June 5, 2023. I purchased a vehicle from this company and within the first 10 days of buying, it broke down. They beat around the **** while they had my vehicle at their dealership for a number of days before they took my vehicle to their mechanic and it was there for almost a month before it was repaired. It broke down again within another 2 weeks in which I took it to a Jeep dealership to have it repaired and went without a vehicle for another 3 weeks, it has now broken down again and I'm unsure of how long the repairs will take this time as I've poured so much into this faulty vehicle already and have missed work due to not having a reliable vehicle. I also don't appreciate the way they slander ********* Auto while trying to sell you a vehicle. They consistently ignore you during the time they have your vehicle. When I went to pick up my license plates after the second repairs they asked why I didn't call and claimed that the warranty company would call them to pay for the additional cost of repairs but when I got the repairs done from their mechanic I was forced to pay a portion the warranty did not cover because they wouldn't cover it. Selling faulty vehicles is a scam and this company is nothing but a scam.

  Business Response

  Date: 10/07/2023

  Subject: Re: Response to Ms. ***************************** Complaint to the Better Business Bureau Dear [Better Business Bureau Representative],
    I hope this message finds you well. We are writing in response to the complaint filed by Ms. ************************* regarding her vehicle purchase from Utah Credit Approval Auto Sales. It is with great disappointment that we address ************************ grievances, as they seem to be based on misinformation and a lack of understanding.
   First and foremost, upon ************************ notification of issues with her 2014 Jeep, Utah Credit Approval Auto Sales took immediate action. We went above and beyond, arranging for the transportation of her vehicle from ***** to the reputable ************ in **************** for a thorough examination. It is important to note that, as per the buyer's guide signed by ******************** at the time of purchase, the vehicle was sold "AS IS." Nevertheless, we demonstrated our commitment to customer satisfaction by offering a plane ticket for ************************ return from ***** to ****.
   Contrary to ************************ claim of a faulty transmission, the diagnostic conducted by ************ revealed that there was no issue with the transmission. In fact, the vehicle had been serviced by ***** ***************** in ********* prior to ************************ trip to *****. This clearly indicates that any subsequent problems were not a result of neglect on our part.
   It is disingenuous for ******************** to suggest that we were unresponsive to further issues. However, we were not informed of any subsequent concerns, perhaps due to ************************ unfounded fear that we would request reimbursement for the plane ticket and the transportation bill from ***** to ****, which amounted to $1,365.
   Furthermore, ************************ insinuation that we badmouthed another dealer is unfounded. Our communication merely stated that the vehicle was traded from a competing dealer, and we serviced it before ******************** took possession.
   In summary, Utah Credit Approval Auto Sales went above and beyond industry standards to address ************************ concerns promptly and effectively. The buyer's guide, signed by ********************, clearly outlined the "AS IS" nature of the sale. Any further issues were not communicated to us, and the diagnosis by Transmasters confirmed that there was no transmission problem. We find ************************ lack of gratitude and the filing of this complaint disheartening.
   We remain committed to customer satisfaction and stand by the professionalism and integrity of Utah Credit Approval Auto Sales.
   Sincerely,
  
  Utah credit Approval auto sales

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20707679
  
  I am rejecting this response because:

  On June 5, 2023 I traded my 2012 Chevrolet Malibu in and purchased a 2014 Jeep Patriot from **** Credit Approval. Before leaving I told them that the vehicle was saying it needed an oil change and the tire pressure sensor was on and they agreed to take care of that. I took the Jeep to ***** complete car care on Monday June 12 where they completed the oil change and fixed the sensor. On June 14 as I was driving my children to their father's in ***** the Jeep broke down and my kids and I were left stranded in the ***** heat for over an hour. When the tow truck arrived, the gentleman looked under my hood to discover that my coolant and transmission fluid were both completely dry. The next day I took my Jeep to a Jeep dealership in ***** that told me my transmission is bad due to the fluid burning and internal slippage of the clutch. ** from **** Credit Approval offered to have my vehicle transported back to **** and to fly me home and get me into a rental car, in which they did get me and the jeep back but did not ever get me into a rental. My vehicle arrived to their lot on June 18. I sent messages to them on Tuesday June 20 and Wednesday June 21 with no response as well as calling the warranty company to try and get a rental car in which I was told I can not get a rental until the qarranty claim has been filed. June 22 I called again and they told me that their mechanic at ************************* was going to take too long and that they would have another mechanic look at it. Thursday June 23 I went to the dealership to collect a few things from my vehicle, I was approached by a woman before I could walk in and I asked to speak with ** about my jeep and was told to wait outside and that my jeep wasn't there. After a few moments the woman came back out and told me ** was on the phone and to wait in the office next door and that ****** had my Jeep. I waited quite a while before I finally was able to aquire some of my belongs and had also left diagnostic reports to ****** that I received from the Jeep dealership in *****. On Monday June 26 ** called to tell me he was driving my jeep and there was no issues with it driving and that he was taking it to *************************. Since June 26 I've had only contact with the mechanic at *************************. On June ****************************************************** that he didn't know where my vehicle had come from or why it was even there, I explained the situation and he said he'd get to work on it as soon as possible. On July 3 I called the mechanic again and he told me that he'd make it a priority after lunch that day. On July 5 I was told that my vehicle would be ready by the next day. July 6 I called the mechanic once again for an update and was told he found leaks in the transmission and in the coolant system and that they were working to fix those and they'd provide a full bumper to bumper check to ensure my vehicle is safe and reliable and to call back around 2. I called ************************* when I was told and he said that my vehicle was ready for pick up so I drove down and was told that he needed confirmation from ** before I could take it in which ** told him to wait until the warranty claim has been done. I asked for a copy of the diagnostic resport and was given the report of a **** Jeep Cherokee, I corrected him and told him that's not my vehicle so he proceeded to talk to the other mechanics and found that they haven't so much as even started working on my vehicle yet. It was an entire month that I did not have a vehicle or even so much as a rental car to get to work, to go to the grocery store or to do anything that needs to be done in my day to day life. I was told my vehicle would have a full bumper to bumper diagnostic to ensure everything was good to go. I finally received my vehicle on July 13 after paying $235 out of pocket for the repairs. The jeep once again broke down a week later on July 20. I called ************************* Jeep and set up an appointment with them to have my vehicle repaired. I paid $80 out of pocket to have it towed there on August 1 and they found that my electronic throttle control sensor was bad so I had them replace it. I received my vehicle once again on August 16 after paying $792.81 out of pocket. I went to **** Credit Approval directly after receiving my vehicle to get my license plates and told them my vehicle broke down again and that I had to pay out of pocket for repairs in which ** told me the warranty company typically bills him, which seemed contradictory to the last repair where I was told I had to pay for the remaining cost after warranty. While receiving my vehicle from ************************* I was informed that my tires were completely bald and needed to be replaced so I took my vehicle to **************** on August 18 and paid yet another $400 out of pocket. On October 2 as I was driving my children home from school my vehicle broke down once again so I had the check engine codes run and was told that now my catalytic converter needs to be replaced. This in turn shows that my vehicle did not receive a full bumper to bumper check as I was guaranteed and my children and I have been left stranded multiple times since buying this vehicle.

  
  Sincerely,
  
  *************************