ComplaintsforPrime Automotive LLC

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a vehicle from Prime Automotive and did not have it for more than 11 days before there was an engine failure. I talked with the owner and he said to bring it in, i then brought it in and now its been two and a half months and still no word, not work order, no communication and clarity. I live 20 miles from work and with no car and still am paying my loan since its being financed. This is completely wrong of them.

  

  Business response

  08/09/2024

  Dear **************, 
  The day you bought the 2014 Land Rover Range Rover, it was working great with no issues, and you signed papers of as-is purchase for $20K, plus you had to a warranty that you could use if the car had any issues.However, after you drove it for approximately a month, and broke it, took it to Land Rover dealership after a week to issue the diagnostic report for $61K and called us to tow /fix it for you. (all SMS could be provided upon request)
  To help you, we contacted a privet mechanic to check / fix it for you as the attached receipt you provide, and as far as this moment the mechanic still working on it and this is a separate deal between you and the mechanic and the Prime Automotive is a 3rd party only.
  This car is not the dealerships responsibility, its yours and if you still need our help, we will. Otherwise, you can fix it somewhere else and deal with it.  
  

  Thank you,
  Prime Automotive
  
  

  Customer response

  08/27/2024

  Hello there, i specifically contacted the owner of my car being broken down as of before the one month **** on May 25th. I purchased the vehicle May 11th. It is not right for Prime Automotive to sell me a lemon. I would like to get this refunded because it is just wrong of them to do that. I have called and requested them to assist me with a tow since it could not move and i got no word. I have called and attempted multiple communication attempts with no word back. They still have my car with no updates and I need a refund for this purchase. 

  

  Business response

  08/29/2024

  Hello again,
  As requested, we provided the inspection form by the mechanic who confirmed that the car was running perfectly before ************************* bought the 2014 Range Rover on 5/11/2024.
  1-He installed a breathalyzer interlock device which affected the car. 's electricity and fuel system
  2-The injector needs to be replaced with the fuel pressure sensor in order to get back on the road  
  3-The car was driven ***** miles in approximately a month
  We do not know how he drives it and where?!! however ************* contact us  June 6th, 2024 before the diagnostic report asking us to tow the car where he broke it as attached. We recommended him to use the warranty to check the car and offer to help him by asking the mechanic who checked the car previously to check it again. But ************* took it to LR dealership and have the diagnostic and send it to us on June 7th,2024 then tow it to our dealership after approximately a week or 10 days later.
  We still offering help even though its not our responsibility to fix any car after selling it AS-IS.
  Thank you,
  Prime Automotive 

  Customer response

  09/03/2024

  Hello BBB case manager,

   

  This is in regard to case ID number ********. 

  The response received from Prime Automotive is disappointing, similar to most of the other responses I have gotten from them.

  I think it would be helpful if I provided more information on the situation and timeline of the purchased and now non-functioning vehicle, as Prime Automotives letter contains some inaccuracies.

   

  I purchased the Land Rover from Prime Automotive on 5/11/24 with ******* miles on it and a 30-day warranty (attached image 1).  Two weeks into ownership (5/25/24), and after driving the car only 565 miles (image #2), the car died in the middle of an intersection.  I contacted Prime Automotive at that time to tell them that the car had died and they advised me to bring the car to them.   However, they did not offer a tow. Since the car is a Land Rover and I needed a thorough diagnosis, I had it towed to Land Rover for diagnostics on 5/25/24. The attached PDF is the Diagnostic report submitted by the manufacturer to guide you with what was wrong with the vehicle.  Land Rover obtained an affidavit for the deactivation of the interlock so they could assess the car.  Prime Automotive was aware that Land Rover was completing a diagnostic evaluation at this time.  Land ************* sent me a quote of >$40,000 on 6/5/24. Note, this was still within the Prime Automotive 30-day warranty.  I let Prime Automotive know about the quote and that it was not worth having the car fixed.  They wanted me to have the car sent to their place for their own analysis.  Range Rover had to put the car back together from their diagnostics before I could have it towed to Prime Automotive.  The car was ready to go on 6/18/24. On 6/19/24, it was towed to Prime Automotive.  I sent a photo (images #3) to Prime Automotive dealership of the car on their lot, so they knew it was there.

   

  After dropping the car off, I have been contacting the dealership to discuss the next steps. The title was not at the dealership at the time of purchase, on 06/28/2024 date Prime sent me a text message stating that I had to sign the document that they were sending over from the *** in order to start work on the car, this appeared to be the equal of signing the title. Which was a Statement of One and the Same, not the title.  There are multiple times where I called/texted to see if there was an update and got either no response or that they would have an answer in a week.  Never receiving any updates from them, I would reach out again (texts images 3, 4, 5).  I requested a work order be submitted to the *** on 8/8/24 and there was still no update on if/when the car would be fixed. On 8/12/24 I went to the dealership to talk in person to the owner and they had apparently moved the dealership location to another property without notifying me, even though they still had my car in their possession. On 8/18/24 I went to speak to the owner, and he was unavailable to speak but sent me to the mechanic who stated that they need more time with running diagnostics etc. and that he is backed up on cars. There has been no communication from Prime Automotive about the potential costs to fix the car, nor has there been any discussion as to who would be responsible (images 4, 5). Prime Automotive also illegally removed the interlock system without an affidavit during this time. The removed interlock was then taken back to the interlock store as it was uninstalled inappropriately and could not be re-installed at the mechanics.

   

  I have been without a car for over 3 months.  Receiving the response letter from Prime Automotive to you was the first time I had heard of the car situation now being between me and the mechanic.  As far as I am concerned, the event occurred under warranty.  I had the car checked by a licensed dealership, and the cost for repair was more than I paid for the car.  Prime Automotive was kept in the loop throughout this process. 

   

  At this point, I want my money back and to warn others about purchasing a car from this dealership.

   

  Any help you all can provide in resolving this would be greatly appreciated. Images have been attached below and in a PDF in case the images do not come across clearly. 

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I put a $3000 down payment on a 2010 *********************** car on April 19th, 2024 from Prime Automotive with the payments of $420 for 4 months with a months warranty promised. The car came with a kitchen light as the front light and no radio which I was okay with. On April 20th I took it to the emissions, the car was rejected due to a leak. On April 21st, a few of my family members discovered the bubbling noise and smoke coming from under the hood of the car and made me aware. I also noticed while driving the alignment was off. I took the car back the 24th to let them know everything that was wrong they told me to come back the 29th. On April 29th at 9am I took the car to get checked and fixed. Around 12pm they called me to let me know the car was fixed and ready to be picked up. I drove the car all the way back to my house to find that the alignment was not fixed and park it and still hear the bubbling. The next day it began to over heat so I had to wait until the 6th of May which was my next day off of work to take the car back. I inquired about just getting the money back and giving them the car back, because on the emissions paper I was given it says by law they either have to fix the car or repurchase the car they declined. I also inquired that they allow me to pick a better car out of the selection of cars they have, they declined and ask that I leave the car and they would fix everything. On Tuesday May 7th, my dad received a call that the car was ready. When I went to pick the car up, I was told that there was nothing wrong with the car, they gave me coolant and oil, the alignment was not bad, and to call the warranty company and have them fix all the things wrong with the car.

  

  Business response

  07/10/2024

  Hello,
  This deal was an AS-IS deal and the customer already knew everything before she came and bought it from her family who purchased another car from us. However, after she bought it for 2 days, she came to the dealer and our mechanic checked the car and fixed it for no charge. The vehicle passes emissions same day. Also, Prime Automotive gave her a 30-day warranty with no extra charge. 
  The dealer was honest with her from the beginning, before and after she bought it. Now she must pay the remaining $1680.71 before we start our legal action due to non-payment according to the papers she signed. No refund will be processed. However, Prime Automotive is still willing to communicate and solve this issue in a friendly way.

  
  Best regards, 
  *************;
  

• Initial Complaint

  02/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I can't express how disappointed I am with this dealership. *** experience started out so great! We didn't have to haggle over the price, yes we paid a little more than we should have, but I thought it would be worth it. We paid 10k for a ****, f150 with 100k miles on it w/ a salvage title because of hail (we don't know if that is true at this point). Yes blue book is about ****- but they assured us the truck was in GREAT condition, we purchased it in September- the 4x4 switch activated when we tested it. We signed all the paperwork while having a great talk with store manger. ***y were so great....until they weren't.All my paperwork was wrong. We were supposed to be out the door for 10k with ************ included. It took until Decebemer 10th for them to let us know our title was in. At that point the truck was in the shop being repaired, because the entire vacuum system needed to be repaired, the 4 wheel drive didn't work in the truck & several other issues that they didn't let us know. *** truck has about 500 miles from us on it, it isn't hard miles- we live in littleton & drive to school and home- 8 miles. *** switch on the dash said it was working, we had no way of testing it when buying it...Now we are dealing with trying to get license plates on the truck all the paperwork was incorrect & now they are telling us we have to pay $****** more! Even though we are in the same county..She tried to tell me it was because they had the wrong address...It doesn't matter, we didn't change counties.DO NOT TRUST THEM!!! I wouldn't buy from them, they lied & took advantage of me (mom) and my 16 year son. We don't just have another ******... ***y made 6k on this truck and are goin to take advantage of us for another 400. It is so maddening...just can't trust anyone these days.

  

  Business response

  02/02/2023

  Hello,
  Yes,******************* came to our dealership with her husband and test drive the car and saw the Carfax and our salesperson told them everything abut the car. Next day her son and his dad came to test drive and check the car and both like the car and she came later and paid. They told our salesperson that the car will be registered out of state, so we did not collect the state tac and RTD. When she went to the **** they required the tax to be collected and she was upset that she must pay and wants me to give her the tax form without paying them.
  Also,she said that she does not know about the car status and does know its was salvage in same time she already signed on the Carfax report (attached), plus she gave this car to her 16 years old kid and after 3 months she is saying that the car has problem. If the car has any issue, would be in the first day or week not after 3 months.
  We were always nice and respectful towered all our customers. I hope all papers I attached help, if you have any question please call us ************.
  
   ***********************
  
  
  

  Customer response

  02/03/2023

   
  Complaint: 18970722
  
  I am rejecting this response because:

  I am not married and I didn't come to the dealership with my husband.  We didn't come 2 different times, we came spoke with the man & lady that wrote the contract- they both assured us the truck was in great working condition. My son and his dad came over and were told the same thing.  I even said to her, this is for my son & he can't afford to have any mechanical issues with this truck.  She said No worries you can call and we can refer you to someone.  She knew...I know they knew the issues with the truck.

  These people continue to lie and get away with it.  My next step will be to file a complaint with the Dealer board.  

  She is correct in one thing- they did give me a car fax...but they are very tricky with the way they do things...she staples it showing the hail damage as the reason....but it you go to the final page it does show the car was in an accident.  They are slimy...They purposely leave things out.

  As for the 3 months, that is inaccurate.  The truck had issues on the very first snow we got which is when we realized all the issues.  Again, he had put less than 500 miles on the truck.
  

  It is so sad to me that these people continue to get away with this.  But just like me- I didn't do the research on this company before buying.  I was excited to get my sons truck.

  Back fired bad:(

   

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

*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. ↩