ComplaintsforTrust Capital Automotive Group, LLC

• Initial Complaint

  09/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The dealer sold me a vehicle that within 50 miles of operation after purchase the check engine light came on. I purchased the car on Aug. 30, 2022 and the issues with the vehicle started of Aug. 31, 2022. I took a picture of the mileage at about 70 miles when I felt like I needed to have a record of what was going on. I had a diagnostic test done on the vehicle and it indicated that the catalytic converter needed replacing. The vehicle was purchased "AS IS". I went back to the owner/dealership and confronted the owner. After much discussion he agreed to take care of the issue but on Sept.1, 2022 he reneged on his word and only agreed to pay for the part (catalytic converter) and not pay for the labor cost. He ordered the part himself via ***** The vehicle is was a 2013 **** Focus. There was another issue with the parking brake and I told the lot owner that if he took care of the catalytic converter I would take care of the parking brake. He refused again. The car was repaired on Sept. 9,2022 at my expense. ***** delivered the part to the shop on 9/08/2022 himself. The lot is operating under the name ********************. ******************************************************. Phone# ************. This operation has had this complaint before about check engine light coming on. When I confronted the owner with the check engine light on he too had a hand held Obd2 scanner that he used to reset the computer to remove the check engine light warning. I do know the owner's name but I am not sure I can display it in this forum. It appears something may be going on at this dealership. It needs to be investigated. It's beyond circumstance that another individual contacted the BBB and posted a customer review with the same complaint. The customer review was posted on your site on 02/15/2022. There was an attempt to fix the vehicle with a part that ***** provided but he refused to pay for the labor. cost. The check engine light is still on.

  Business response

  09/12/2022

  This is *************************, part owner of the company. We are operating under the correct business name, no dba. Who we are and where we are located is registered with the state of Georgia. Public records. Please refer to all legal binding documents pertaining to the sale. The customer test drove the vehicle on 8/29/22. There is a signed test drive agreement in the customer's file. The customer placed a $200 deposit hold to take possession of the vehicle on 8/30/22 as stated on the sold form that was also signed by the customer. Per Georgia's emissions requirements, an emissions test was performed and passed (never failed) on 8/19/22. Whatever happened with the catalytic converter after the sale was no fault of the dealer. Any agreed parts or labor cost is documented as a good will loss to the dealer. As the customer stated, the vehicle was sold "As Is." An "As Is" Buyer's Guide stating a list of major defect that occurs in used motor vehicles was also given to the customer and signed by the customer. It is disheartening for a customer to feel the need to state that they called and confronted the dealer. That is not how you handle business and expect to get a resolution. We have no intentions on getting over on our customers as we appreciate each and every one of our customer's business. We are aware that we will not be able to please every customer and complaints as well as positive and negative reviews will be posted. We strive to sell the best used cars possible. I hope the customer reads this response and realize that there was nothing done wrong on our part. ***** does his best to help most customers who has an issue after the sale. We also provide a 3rd party 3-month 3,000-mile warranty that covers engine and transmission issues to give the customers some peace of mind. We take all complaints seriously because we do our best to give our customers the best experience, even though we know we will not be able to please them all. I recall trying to speak with this customer before and was told that he did not want to speak with me, he wanted to speak with ***** directly. Apparently they had a chance to speak and these are the results. I work from home; however, as always, I am available by phone or email during normal business hours. 

  Customer response

  09/22/2022

  I am responding to the response sent to you by the co-owner of *********************/Trust Capital Automotive, *** in *********, **. I still am not satisfied with the result  First of all I did not question as to what name the business is operating under. Secondly, when I spoke with ******** she did not identify herself as part owner or certainly I would have spoken to her about the issue. Thirdly, if ***** is part owner he should have answered the complaint himself Confront means "to be or come face to face". That is the way to do business. I hope ************* reads my response. How does one expect action unless they contact the individual/individuals involved?  The name ******************** I did not find in your (BBB) listing under used car dealers near *****. During signing of the test drive agreement ***** also directed me as to the area to drive which covered about a mile. A check engine light that has been reset will take several miles of driving when there has been an issue. As it happens, ***** used an OBD2 scanner to reset the systems as I sat on the lot after lodging my complaint. Again, I drove about 20 miles and the light came back on. After much wrangling ***** in his own words said "I will take care of you" and we shook hands (fist bump-covid). We had a verbal and written agreement indicating he would fix the vehicle. He later reneged on paying for the labor to fix the vehicle. He ordered the part from **** and it turned out to be defective. He should have let his mechanic order the part but did not. There was another issue with the vehicle but the check engine/catalytic converter issue was my main concern. Just buy the vehicle back. I read a similar complaint/review that was reported on the BBB site that was posted on 2/15/2022. Co-incidence? I would not want my business associated with any appearance of impropriety.

*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. ↩