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Complaint Details
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Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased my 2014 ford escape end of July 2023. I know very little about cars and this June 22nd the transmission blew as I was getting off the interstate. When I bought it I was told I had a warranty, that they were switching coverage. The new warranty was never explained to me. At all. I was just told it would be coming to me. Yes I took their word. This was my fault. I never signed anything about it nor did I receive anything about it. Once called by Automarts repair shop I was told my car had three error codes and the transmission was blown and it would be about $4700 in repairs with tax for a used transmission. Cheapest route. I was told I would meet to speak to **** at Automart repeatedly about my warranty’s coverage. I tried to reach him for two days and told he would call me back. When I did speak to him he seemed confused as to why I would because Automart wouldn’t be helping me. Apparently the “warranty” is a loyalty program. For every on time payment you make you get points. Every time you are a day late you loose all those points. So because I’ve been late even a day or more previously I have none, even tho my last payment was a day early. None of this was ever explained to me when I purchased the vehicle because the new warranty info was never given to me. I asked for it to be sent to me immediately during this conversation and still have not received it. I was also told about signs of transmission issues now and I had all of them even shortly after purchasing the vehicle and I didn’t know. There was no way they sold it to me without knowing. They were happening when I bought it. They sold it to a single woman alone purchasing a car and took advantage of me.Customer response
06/03/2024
I have attached a call between the manager of Automart 150 and myself about the repairs of the 2014 ford escape. Not once does he *****- Automarts manager) explain why I was never told about the “loyalty program” if that was what was established or put in place why is there nothing in my file with my signature on it showing I knew about it? Or that I understood it? Or that I was participating in it? Because “they” didn't tell me. I was told only that they were switching warranty companies and I would be covered per his staff. I also was not alone while purchasing my vehicle. I had a friend with me that can vouch for the fact that they referred to it as a warranty and assured me multiple times that I would be covered. I have reached out to that friend and they are willing to write a statement to that effect, which I will be submitting. **** also in the call, made an offer to me (because I made my initial complaint to the BBB) and wants to cover the labor costs for the vehicle suddenly. However that still leaves over $3500 out of pocket for me which is not feasible, especially while continuing to make my large monthly payments for an overpriced vehicle.Business response
06/10/2024
The mileage on the day she purchased it was 110,768 as of today the mileage is 124,719 which is approximately 13,951 miles from the day, she purchased it
We did have a complete service to the vehicle before *** ******* purchased and haven't heard anything until now.
As to the warranty *** ******* is correct, we did not have a warranty at the time she purchased. The Escape was sold AS-IS with no written or implied warranty. At that time, we developed an Owner loyalty program to which we rewarded customers who make on-time payments. For each on-time payment we reward customers with 50 points in loyalty with a maximum of 500 points and resets to zero after the account becomes 10 days or more past due to be used at any of our Edwards Auto Group Stores. Points can be used for oil changes, tire rotations, diagnostic charges etc.
With this account *** ******* has had 5 payments that have gone over the 10 delinquent threshold. She is correct that she does have 50 points accrued. She made her payment that was due on May 3rd on the 16th of May and her payment that was due on the 17th she made with the payment on the 16th that was due on 3rd.
At this time based on the time that has transpired and the fact that the vehicle was sold AS-IS that Automart 150 has no responsibility to help *** ******* with any repairs needed to her 2014 Ford Escape.Initial Complaint
03/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought car sept. 1, 2022. Charged me ****** dollars for ***** dollar car. Started stalling out at intersections and then wouldn't accelerate at all. Took car to Automart 2x in sept. 2022, Jody drove it and told me it was fine and that "you worry too much!". It kept stalling out randomly for the next 5 months. Very dangerous to drive it. Almost hit by cars when I had zero acceleration coming out of intersection. I called Jody several times from sept. To feb 2023 asking him to have the car looked at by service dept. He said, " bring it over when it's doing that". How could I bring ****** over when it wouldn't accelerate? Jody gaslighted me by telling me that was how a cvt transmission drove. Finally I called *** ********* and told them what was going on and that I was going to surrender the car back to them. Then I called ******* ****** because they supplied cars to Automart. ******* ****** finally had me bring the car un and they replaced the transmission under warranty. They also found I need The right front arm control and ball joint replaced and the valve cover gasket replaced. To do both repairs I was quoted about $******* dollars. I am so outraged that Automart 150 lied to me for 6 months about this car stalling out when my grandchildren or myself or anyone else riding in the car could easily have been killed while trying to pull out from an intersection light change with zero acceleration. I want Automart to reduce my loan from the initial $****** dollars fir my ****** which books at ******** dollars. I would like the initial loan of ********* dollars on Sept. 1st, 2022 reduced at least to $********. On which i have paid $****** a month on for the past 6 months.Business response
03/30/2023
Ms. ******* expressed she was having issues with her car. Our policy is to refer those issues to our lending partner, *** *********, as they handle after the sale service issues and any warranty issues with the clients. *** ********* paid $******** to replace the transmission. The ******* ****** service advisor expressed that the client's 2008 ****** ***** also needed additional repairs that would not be covered by the Automart/*** ********* warranty and the client declined the work. *** ********* will not be lowering the amount owed as they expect the client and themselves to honor the contract that was originated at Automart 150 at the time of purchase. Both Automart 150 and *** ********* value customer service at the highest level and feel Ms. ********* situation was handled the right way.Customer response
03/30/2023
Complaint: ********
I am rejecting this response because:Automart did NOT tell me that *** ********* would handle this issue. The manager at Automart and the sales people continuously lied to me for 6 months.Automart never referred me to *** ********* to get my transmission fixed. That is an outright lie. They just told me the car did not have a problem. My daughter was with me when I called automart on speaker to ask them to check my transmission. They never offerred me any assistance with my car nor did they tell me to call *** *********.....if I have to go to court to be heard I will do so.
Sincerely,
Mary *******Business response
03/31/2023
Your concerns have been forwarded to the General Manager. It remains our understanding that your transmission, the warrantied item, was 100% repaired and paid for at no cost to you, and *** ********* expects to service your loan until it is fully satisfied.
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Contact Information
Business hours
Today,9:00 AM - 6:00 PM
MMonday | 9:00 AM - 7:00 PM |
---|---|
TTuesday | 9:00 AM - 7:00 PM |
WWednesday | 9:00 AM - 7:00 PM |
ThThursday | 9:00 AM - 7:00 PM |
FFriday | 9:00 AM - 6:00 PM |
SaSaturday | 9:00 AM - 6:00 PM |
SuSunday | Closed |
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.