ComplaintsforAsbury Automotive Group, LLC

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue with this business, Asbury Automotive Group, is their TOTAL disregard for acceptable business practices. They realize that if they can spin their way through Government oversight, not a very lofty goal, then the deal is golden and supported by everyone. When you attempt resolution on your own you're a pointless, bitter person and they no longer answer your emails or telephone messages. More people need to air the dirty laundry of America's corporate greed, fraud, and outright criminal activity that is shoved down their throats on a daily basis and I intend to make this my vision.

  

  Business response

  08/13/2024

  Dear *** or Madam:

  I am in-house counsel for Asbury Automotive Group.  I am responding to the complaint submitted to your office by *******************************.

  Attached hereto are copies of my several communications with ************************ regarding the subject matter of his present dispute. The gist of the communications is straightforward -- ************************ purchased an "as is" vehicle from ****** ****** at the Avenues on April 1, 2023.  ************************ now insists that the vehicle was frame-damaged even though there is no evidence whatsoever to support his conclusion and notwithstanding the fact that all of the documents upon which he purports to rely contradict his claim. Moreover, **************************** claim that we failed to answer his emails and telephone messages is belied by the sheer volume of our communications. As I informed ************************, I personally spent hours investigating his claim -- he simply does not like the result.

  We respectfully request that the BBB close this complaint.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a used vehicle on Friday July 12th, 2024 for the amount of ~$40,000 2017 *** M4 70k miles. -vehicle had excessive oil consumption and was leaking oil a week after purchasing. -I called the dealer to address my concerns and was told to bring the car in on Monday July 22, 2024. - I took the vehicle to *********************** in ******, ******** on Saturday July 20th 2024 for a post purchase inspection and an oil change. -technicians found metal in oil and also in the oil filter material. They also mentioned that the oil drain plug was stripped and causing the leak.(Remedy was to replace oil pan or re thread drain plug)Along with a clunk noise in the rear of the car. (I can provide invoice)-Upon arriving on Monday July 22, 2024 at ******************, I was told that they will look at the oil filter and inspect it for metal. I then was told that they were all aware about the stripped oil drain plug. I told the manager that I do not want the car because it has metal in the engine which would lead to catastrophic engine failure in the future.I was told that they dont do returns and only exchanges. I was also told that they can help me sell the car to someone else and get my money back but knowing that the engine has metal material in it, I know the vehicle is not in good condition and against my morals. -when I received the vehicle on July 23, 2024, they advised that no metal was found and they provided a video of the filter without properly inspecting the filter. It is clearly visible in the video of metal pieces in the filter. - they then proceeded to tell me to drive the car for 3-4 days and come back to re inspect the car. -the vehicle is still at their lot at this moment. - I do not believe this is the proper way of doing things. The vehicle already cycled metal inside and I do not feel comfortable knowing that it produced shavings inside the engine.I was sold a car that is not %100. I can provide pictures and video of proof for my claim.

  

  Business response

  07/25/2024

  The guest did reach out after purchasing the vehicle with an issue of oil consumption, we requested the guest bring the vehicle in for us to take a look at the issues and to attempt to resolve his concerns.  The guest indicated to us that he had already taken the vehicle to another shop and had the oil changed and that during the oil change the shop indicated that there were metal shavings present in the oil.  We again requested that the guest bring the vehicle in for our shop to take a look at. 

  We confirmed to the guest that the oil pan plug had been rethreaded as part of our reconditioning of the vehicle.  Rethreading an oil pan is normal procedure when an oil plug has been over torqued from a previous oil change. The technician made the necessary repair/replacement and the vehicle did not exhibit oil loss through the oil pan drain plug before it was offered for sale on our lot.  

  The guest brought the vehicle in for us to inspect, we inspected the vehicle and did not find any metal shavings in the oil, oil filter, or the oil pan.  We completed an oil change of the vehicle and requested the guest to drive the vehicle in his normal driving habits for 3 or 4 days and to bring it back to ** to look at again and either confirm or deny the claim of metal shavings in the engine oil.  The guest spoke to us about returning the vehicle and we explained our policy is a 7 day exchange, he was outside of the timeframe for the exchange, but we informed the guest that we would still honor the exchange of the vehicle if he could find a satisfactory replacement in our inventory.  The guest indicated that the only vehicle he wanted was a *** M4, that model year and with the same equipment of the vehicle he originally purchased.  We did not have a satisfactory replacement in our inventory, and reiterated if there were any correctable issues with the vehicle he purchased we would make the necessary repairs.  At no point did we offer to consign and sell the vehicle through our store to another guest.  

  The guest left without taking his vehicle yesterday, and we received the BBB complaint this afternoon without any further communication with the guest.  In anticipation of issues with the guest we have already requested our accounting office to hold the deal and not complete tax, title, and license payment.  The guest's loan was e-contracted and has already funded.

  Our initial offer of checking out the vehicle and making necessary repairs for the guest after he drives it for a handful of days to allow any issues to surface stands.  If there are issues with the vehicle after the 3-4 days we can work through any repairs, if any, need to be made.  I will also add, that if the guest wants out of the vehicle, I will flat cancel his contract and take the vehicle back no harm no foul.  

  I have included our technician's notes on the vehicle and his findings as we were reconditioning the vehicle and making it ready for sale.  

   

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, find that this resolution is satisfactory to me. Vehicle was returned with both keys on Friday, July 26th 2024.

  Waiting on bank to clear and my down payment to be returned.

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

• Initial Complaint

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Pay ******************** as agreed. See attachments.

  

  Business response

  07/05/2024

  I have attached our response to ************************ complaint. Thank you.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2020 my wife bought a 2017 ***** Pilot from *********** (**********, **). We were told our vehicle was a certified pre owned car with warranty. The warranty was very important to us and the biggest deciding factor on making our purchase. Crown ***** was sold to Greensboro *****. Before Greensboro ***** purchased Crown ***** they were owned and operated by Asbury Automotive Group. My wife's car has some pretty substantial repairs that need to be made to it that would be covered under her certified pre owned warranty. Unfortunately when I took it to our local ***** dealership they said my car was not certified pre owned and had no warranty. I was told by that dealership that the paperwork was filled out on the sales side, but never sent in to *****. The paperwork was only given to us to make a sell with them knowing how important the warranty was to us. It is fraud. I have all the supporting documents stating my car is certified pre owned with VIN numbers to match the car. I am getting no where with communication between myself and Asbury Automotive Group. The vehicle is also starting to get close to the mileage cutoff on the warranty. I need help getting this matter resolved,

  

  Business response

  06/12/2024

  The guest was assisted by *************************** and the vehicle is now a CPO.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a 2024 Nissan Sentra in April of 2024. They told me the down payment would be $6,000. I did not have $6,000 just laying around so I told them that I would have to have time to get it because I had part of it in ******** and part of it in another. They said that was fine but I needed to give them a check. I took a check in there dated for when I needed them to deposit it. ****** the finance manager told me to date the check for the date that I needed them to deposit the check because they said that they would hold the check for me for a few days to give me time to get the money all in one account. I took the check in dated for the 8th of May and while I was in the finance office they had me **** out the 8th and put in the 3rd. ******, the finance manager, told me that it had to be the date that I was there in the office which was the third so I did what he asked me to do. I am assuming that there are cameras in his office so they can clearly see that he had me cross out the date and put a different date on the check that was already filled out. I had asked them to deposit the check on the May 8th and they said that they would hold it until May 8th and then deposit it but they did not. They deposited it sooner then they told me and the check bounced. They did not inform me that the check balance or that they deposited it sooner for 2 weeks. Also when checking with the bank after I was informed that it bounced was told also that they rejected it because it was an altered check. Which it was because ****** told me to cross out the date and put a different date on the check the day that I took it to him. So not only did they have me alter the check they deposited it sooner than they told me that they would so the check bounce. They did not notify me for 2 weeks. When I checked with the bank was informed it bounced also because it was altered. They threatened me that if I did not bring them $6,000 cash they would have me arrested.I'm filing a lawsuit

  

  Business response

  05/31/2024

  It has been 34 days since delivery of the car. If it was a matter of transferring money from one account to another this should have been more than ample time to accomplish that task. Our first priority is to keep you in the car, however without the down payment of $6,000 that you have committed this is not possible. If you can provide us with the down payment, we of course would prefer you to keep you in the car. Nobody at the dealership has said you will be arrested. We have simply stated we need the car or the money. Without either then we would be forced to take the next steps, whatever they might be. Feel free to reach out directly to ********************* the General Manager for resolution in this matter. Thank you.

  Customer response

  06/04/2024

   
  Complaint: 21783554
  
  I am rejecting this response because:I told the business that I would have to have five business days and manager said no I was not going to work so I got the money up that I could get up and the business told me that that was not good enough. I explained to him that my bank is an internet Bank that I cannot just go into a branch and get money but it takes a little bit of time but he did not care so I got a big chunk of the money and the business told me that they would not accept it. So they either want the money or they don't but if they say they won't accept it then that just shows that they don't want it
  
  Sincerely,
  
  *********************

  

  Business response

  06/04/2024

  It has now been 38 days since the down payment was due. You said you would bring it by noon yesterday. Then your wife said you would bring it by close of business last night. You text this morning that you had the money and still have not shown and will not answer the phone. We are unsure of your intentions at this point?

  Customer response

  06/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date March 2024 $1,800 Fix my vehicle by replacing fuel injector The repair they supposedly completed did not fix my vehicle No, they have tried to resolve my issue

  

  Business response

  05/28/2024

  ******************** brought her vehicle in 3/25/2024 and stated that the vehicle shut off and when restarting it had multiple lights illuminated on the dashboard. Technician diagnosed the vehicle and there was a fuel too rich code present. He than an A/F test to determine if fuel injectors were bad at this time and the test failed. Fuel injectors and spark plugs were replaced at this time.
  
  The vehicle was then brought back 4/6/2024 and the guest stated that there were multiple lights present on the dashboard. Lights were not present at the time that the vehicle was dropped off with the dealership and vehicle had no saved DTCs at this time. The guest decided that she would like the vehicle to stay with us while we attempted to duplicate the issue. We drove the vehicle multiple times a day by different team members and the issue was never duplicated. We then called and explained that we could not duplicate and we were instructed by the guest that it would do it if we let the vehicle idle. We kept the vehicle for an extra day and let the vehicle for 20 minutes at a time to attempt to duplicate this concern. The issue was not duplicated and the vehicle was picked up.
  
  The vehicle was then brought back 4/5/2024 and the guest stated that the vehicle died while accelerating. Technician ran all DTC check and no codes were present at the time. He then checked over each fuse and checked wires for any damage, all came back clear. He did a test on the high pressure fuel pump and the high pressure fuel pump passed. We do not have a way to test the low pressure. We reached out to our ***** Rep and had her order us a low pressure fuel pump as these are no available to order from a dealer standpoint.Fuel pump was ordered and installed and vehicle was delivered back to the guest.
  
  ******************** contacted ***** customer relations and opened a case with them. She was asking for reimbursement of the fuel injectors. Case manager reached out to me for information on or around May 8. ***** has asked for proof of payment from the guest and have yet to receive any information.
  

  Customer response

  05/28/2024

   
  Complaint: 21747756
  
  I am rejecting this response because the information is false and inaccurate.   The lane assist and other lights have been on my vehicle since November 2023 and I took into ****** ***** in December 2023 to give me a diagnostic.   I was informed they were unable to provide a diagnostic and I would have to leave my vehicle for three or four days for them to determine what the issue was.  So that is the first false statement.  

  Secondly, I informed the dealership was truck was "hesitating" , "stopped", and would not start prior to me having the vehicle towed in. See attached screen shots of when I first brought the vehicle in.  I never mentioned the sensor lights since that had been an issue since  November 2023.  Thirdly, the spark plugs were not replaced.  I have recommendations from the dealership that I needed new spark plugs. I informed them I had spark plugs changed less than a year ago, that were purchased from *****.  I was told that since the fuel injector went out, the sparks plus were "foul" and needed to be replaced. After the fuel injector was replaced, the next day, I informed ***************** that my truck was still hesitating and that was when I was informed about the spark plugs. Once again, see attachment of my text messages with ***************** relating to the spark plugs. 

  During both visits, I was provided recommended services "wave radar and camera calibration" and then wave radar and multi calibration for the light /sensors. This information was inaccurate as I received two different prices. See attachments.  I had contacted ***** Corporation throughout the process for inaccuracy and lies from this dealership which their response is bogus.   I was informed by Lyric Lay that ****** might be able to get my a reimbursement for the fuel injectors and she was working on it. This was after I brought the vehicle in the second time. I did not mention a reimbursement, this was suggested by Lyric Lay the Service Director. Then I was informed by Lyric that she had to talk to her field representative.   Then I was informed that ****** is not responsible for and I would have to contact ***** Corporation for the reimbursement of the fuel injector.  I talked with *****************, the General Manager ********************* several times. He basically told me that they had to go by what the system stated was wrong and sometimes they get things wrong.  So I ask him if he was unable to get an error code for the fuel pump why replace the second time when I initially in March ask them to replace the fuel pump as I was told by several mechanics it was the fuel pump. They did not want to contact ***** to get the approval and replaced the fuel injectors instead.   

  Also, there was the issue with the rental vehicle and giving me different pricing for the same parts. See all the attachments I am providing.  

  Also, I provided receipts, the recommendations from the dealership, text correspondence etc. to ***** Corporation within ************************************************** their response is accurate.  See email that I had originally sent to explain the situation that occurred. 

  Sincerely,
  

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

  

  Business response

  06/05/2024

  The complaint from Ms. *********************************** was resolved with the dealership.

   

  Customer response

  06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January 2022, I purchased a new Range Rover Sport from Asbury Plaza Land Rover in *********, ********. Within days, I began to encounter problems, many of them serious safety concerns. These issues include major technology issues (unresolved), Suspension Fault issues (multiple times), Tail Lamp issues (multiple times), severe rattling & creaking (unresolved), unlocking Issues (unresolved), Automatic/Self-Driving Parking Issues (unresolved), Gear shift issues (unresolved), Engine Coolant Issues (multiple times). To this day, my car is not operating properly and has spent weeks at the dealership and most importantly, I do not feel safe driving my car. At the specific direction of my dealership, I opened a case with Land Rover, asking for a substitution of collateral. I was told by the dealership to exhaust all options with Land Rover and they would assist by pressuring the regional rep and doing everything they could to make things right. I patiently waited, and spent hours working with Land Rover to finally be told they would do nothing. When I went back to the dealership for support on the car they sold me - crickets - I was told I could work with sales to get a trade-in number and then get in line to order a new car. After asking to speak with the ** multiple times, I finally got a call back. Working with ***************, we have tried to be reasonable, creative with solutions and exhaust all options including purchasing a more expensive loaner that we were only told had irreparable door ding damage in the 11th hour after working up a deal, just so I can feel safe while driving. We were given a specific buy-back number of $93,300 for my current car which *************** has now gone back on. This number has also changed depending on whether we were buying the loaner car or over $6,000 less if I wanted to buy a stock car that is coming in -- not what we were originally told. We feel that my car is a lemon, is unsafe to drive and I would like a deal that makes us whole.

  

  Business response

  05/24/2024

  Good afternoon,

  I have spoken with ************************* in regard to this complaint. He has been working with the *********** to resolve their concerns on the vehicle they currently have. He has also been working on other solutions to give them options to choose a resolution they will be comfortable with. There is another vehicle they are interested in that we were finishing some minor repairs on. ****************** has just returned to the dealership from out of town and will be reaching out to them to see if this vehicle meets their requirements. If it does not meet their requirements, they are able to purchase another vehicle. We look forward to finding a resolution for the ***********.

   

  Sincerely,

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

  Market **************************** Company

  Customer response

  05/31/2024

   
  Complaint: 21727523
  
  I am rejecting this response because:
  The demo car that we were interested in acquiring, and that was mentioned in this response, was sold by the dealership without our knowledge, prior to us having a chance to review the repairs. After three phone calls, my husband was able to get in contact with *****. My husband explained our disappointment that the demo car was essentially sold out from under us and they discussed other options but the dealership has yet to come up with any kind of appropriate solution considering the circumstances. I am still driving a car that I dont feel safe in and have limited confidence in. Extremely disappointed.
  
  Sincerely,
  
  *********************************

  

  Business response

  06/03/2024

  ***** spoke with ********************** this past week regarding a new inbound vehicle (due in early this month) that closely matches their existing vehicle in terms of color and interior. We are evaluating the trade value and working to come to an agreeable amount to move forward. The demonstrator vehicle in question was sold to an interested party that did not include all items the *********** would have expected (ex. the scratch on the trim piece below the glove box and the touch up on the driver side door was still visible). We are hopeful to come to a final agreement and resolve this week. 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I am writing because I am having trouble getting through on the phone with ********************* I believe they have black listed my number from being answered so that they do not have to replace my engine that has been leaking oil due to a factory recall SC176. I believe my 2016 kia **** has been affected by the over heating catalytic converter recall. When I call I get put on hold and no one returns to finish said call. Are you trying to avoid assistance with this issue? Please reach out as soon as possible. My vehicle is still covered under the 150k warrenty that was recently extended because of said recall. When I call ****** *** they say that there is no record of this yet, I had the update installed to attempt to prevent said issue even though it is still happening.

  

  Business response

  05/17/2024

  Dear *************************

  We are a car dealership in ******* Ga. If you are looking for assistance here is the ***************** phone number ************ or you can go to another dealership in your home state of **********. That might be the best idea. 

  Good Luck
  

  Nalley Kia

   

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new vehicle from their dealership in ***************. The camera worked perfect and functioned fully for the first day. After that it has been a nightmare with them trying to fix it multiple times and then realizing they dont have the knowledge to fix it. Now they state the vehicle was never equipped with the equipment in the first place. Even though the first few days I had the vehicle everything worked perfectly. I would avoid ************** in ************** at all cost. The General manager ***** is a joke and shouldnt even be in charge of a 1 man hot dog cart. I will never purchase a vehicle from any dealership associated with Asbury Automotive Group as they have absolute no idea what they are talking about. I would avoid at all cost. We will be taking our corporate business and personal business else where.

  

  Business response

  02/29/2024

  Hello,

   

      I have attached the Technical Assistance correspondence with *************** They confirmed that it is operating as intended. 

  *************************, Service Manager, has gone over this with the customer.

   

  Thank you

  Customer response

  02/29/2024

   
  Complaint: 21342314
  
  I am rejecting this response because:
  The camera operated properly before it was reset by your service department. I even showed ****************** how the camera operated on a different suburban with the same trim package. He himself even acknowledge that it worked and should work on mine then confirmed they would make it right which never happened. Terrible customer service on everyones part at **************   Wish we could give back the piece of c*** now and get our money back. Completely disgusted in the whole corporation  

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

  

  Business response

  03/07/2024

  The camera is working as intended. We have provided the supporting documentation. While it may work outside of those parameters intermittently, that is not the intended function. Unfortunately, there is no way for us to program it outside the ************. 

  Customer response

  03/08/2024

   
  Complaint: 21342314
  
  I am rejecting this response because: I know the person who bought the other 2023 ***** Suburban ******* that had the same trim packages that ours had and the same one that ****************** and I drove together. Which he then conveyed the message to our salesman *** that indeed the camera did work while driving. Their camera still works to this day while driving. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a **** *** i5 eDrive40 VIN ***************** as a gift for my husband from Nalley *** of ******* on 11/2/23 & the car has many issues. We drove the car to ******* for my husband's new job. Issue #1: We noticed that the car does not hold a charge well & will sporadically loose the charge resulting in us having to take an Uber to work. #2: The car was making a very weird & anxiety causing dripping noise. The ********* ******* *** Dealership kept the car for 10 days & advised that it they performed a software update & instructed us to take the car back to the dealership that we made the purchase from Ultimately, we could not keep the car in ******* & had to move BACK to ***, ** to have the car serviced on 12/26. We have opened over 10 cases with *** Corporate & got very little support. Our Case Manager, ****** has only called us back three ********** have had our Executive Case CP34967 opened since Nov 14th ****************, Service Advisor **** opened a *** engineering Case on 12/5/23 I returned the car back to **************** on 12/13/23 & was told they couldn't hear the noise, but they did hear the noise, that I needed to take the car back where I bought it. We had to move back. The car was in the shop from 12/26 Email Complaints sent to *** on 2023: Nov 2, Nov 6, Nov 8, Nov 14, Nov 21, Dec 13, Dec 22, ****: Jan 11 Yet, I have only had three replies from the *** Helpdesk The Car is emitting a nauseating smell blowing in the faces of the front driver and front passengers. now that they altered the Air System drain tube, but *** is saying that smell is coming from an air condition spill in the back seat. The Car has been at the dealership more than I have had the car in my own possession. This car is a lemon. I want out of this car. $1,000 insufficient as a settlement. The Dealer Manager, *********************** and Cam have advised the car has decreased in value at the rate of over $1,000 per week. I paid $78,204.96 on 11/2/2023 & 2/6/2023 the car is worth $50k.

  

  Business response

  02/16/2024

  *****************,

  
  Thank you for the feedback and we are very sorry for the problem that the vehicle and the situtaion have caused you and your family. As we responded when you filed the complaint with the dealership (Nalley ***** we will continue to work with you and *** towards a resolution. Please understand, that your request for a buyback is something that must be pursued directly with ***. At the dealership level we have no authority to act on their behalf. I will be reaching out to you personally to discuss this further.

  I also did want to share for the record that you received a $7500 rebate when you leased the i5 so you final purchase amount was $70,704.96.

  Kind regards,
  

   

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

  General Manager

*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. ↩