ComplaintsforTimberline Auto Inc

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We had been looking online for a reliable vehicle when we found timberline auto. They had found ** a 08 yukon with a fair price. We drove from Salmon to Idahofalls (apx 3 hrs one way) to look at the vehicle. Apon arriving the sales person ****** had told us he had been driving the vehicle all over town and it was a great vehicle for our family. We test drove it and all seemed fine other than I thought it was strange it was never detailed and was still dirty inside. We were doing our paper work and another salesman came over and told us he had also been driving it around town and it would be great for our daughters upcoming appointments. We were under the impression this car was very reliable from being told over and over. We had gotten home and the window motor broke within 12 hrs of having it.We paid ****** to fix that. Then that weekend we were taking a very long trip and the cars check engine light came on and service stabilatrack. We had no choice but to drive it home that day due to being out of cellservice in the cold with children. We tried to change all the plugs and a coil with no change. We took it to a shop and they said it was the cam and lifters and he wasn't certified to do that...he referred me to quality motors in salmon. We paid ****** for another diagnostic test and was told the repairs will cost over *******. When we asked the dealer to help us he claimed he will "a little" we have asked him for even a trade in with no effort to run my credit again to see what I could get. We only had our car for 6 days it's been at the shop for 3 weeks with no help from anyone. We have already made our first payment. My daughter is disabled and we needed a car to get her safely to her appointments in Idahofalls. We asked for a possible rental till this was resolved and all I have gotten is rude text messages.

  Business response

  11/20/2022

  Timberline Auto has a great reputation for helping its customers with an average review rating of 4.9 out of possible 5 rating.
  We try our best to sell top quality used vehicles at great prices. On occasion our used vehicles, especially older ones with over ******* miles do need unforeseen repairs. The fact is all vehicles, new and used, need repairs. To protect our customers from costly breakdowns, We offer mechanical warranty coverage to all on their purchases. If they refuse the optional coverage, they agree and sign saying they will take full responsibility for breakdowns. They also sign the federal buyers guide form, stating they are aware the vehicle is being sold as is and there will be no warranty coverage from the dealer. 
   Although consumers sign saying they dont want a warranty and choose to purchase them As Is they often return as much as a year later expecting the dealer to pay for needed repairs. In this particular case there were additional factors. The consumer admits to continuing to drive the vehicle on a long trip and upon being aware of service warning lights indicating a need for immediate service, chose to continue driving until arriving home.this action could be the very cause for additional repairs. 
   Despite signing and saying they wanted no warranty and knew the vehicle was, as is and while in the diagnosis process from their own mechanics and with an agreement that Timberline would still try to help some, the consumer filed this complaint. When asked why he filed the complaint, the response was because I couldnt get ahold of you.  
  I have a question why a person would file a complaint and try to hurt the very business you were asking help from? It makes no sense. The demands and threats of attorneys along with disrespectful communication made it difficult to navigate any fair resolution. 

  Customer response

  11/27/2022

   
  Complaint: 18379708
  
  I am rejecting this response because: We have been told by other people and read so many ****** reviews saying that same thing has happened to them. We believe this company does this on purpose to hurt the consumer. Our vehicle only had ******* miles on it so that is a false claim. The warranty would have not covered any of these said repairs. 2 employees of Timberline auto told us they had been driving the vehicle and it wasn't even detailed. I had been trying for a different vehicle and they didn't want to work with me on a ******* difference and pushed this vehicle on me. When we took the vehicle to 3 different mechanics they said the only way this could have failed was over a long period of no basic maintenance and no way possible we could have caused the damage. They said they will even write a letter saying so. We have tried to get a refund or a replacement with no help. I believe this business takes advantage of people. I also thought it was strange they started shredding the paperwork I signed instead of putting it in my file. The only reason they have a 4.5 star rating is because I had to sign a statement saying I would not talk bad about them on social media. And it's been hard getting multiple text at 7am and 10pm at night about how he will help us pay " a little" I understand cars break down but not after 6 days...this was a set up.It still had the auction # on the windshield as well.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As you can see there is multiple cases of people having broken down vehicles a couple weeks of purchasing a vehicle here. My husband bought a ****** truck at timberline a month ago. He also paid extra for a warranty to cover any mechanical needs. (Thank god!) well owning the truck for 2 weeks not even putting **** miles on it, it breaks down. Turns out its the fuel pump. Was told it was covered so had the truck towed back to timberline (200 bucks). Gets to timberline and are told it is not covered. Between staying calm calling timberline, the mechanics there, and the warranty service and getting lied to by all three we decided to tow the truck to Blackfoot. Called to tow the truck paid another 200. Now, timberline will not release the truck for us to fix it. Because without being authorized to do so they did work on the truck. They want us to PAY more money even after doing horrible service to us! When finally being able to talk to a manager and losing our cool for dealing with this issue and losing out ****** he hung up with no care in the world! Do not put your family or friends through the heartache and headache of dealing with timberline!

  Business response

  04/15/2022

  This is ***** the owner of Timberline Auto. 
  I understand the frustration in vehicles breaking down, its equally frustrating for us to have vehicles not run as they were designed. 
   In response to the complaint, I have reviewed the video from our finance office and it was explained clearly and is stated again in the  details of the service agreement that the vehicle must be returned to the selling dealer if within a certain mileage radius. 
   To address the concern that our customer was lied to, I dont agree in any way. There was a mistake by the warranty company not fully understanding the difference between a fuel pump and injection pump. Its stated in the service contract that the fuel pump is covered, it doesnt say injection pump. Some diesel trucks have both, the truck in question doesnt have both, only an injection pump. It wasnt listed as a covered part so the claim for an injection pump was denied initially. Thats not a lie, its a new claims agent that is still learning. Ultimately, I personally got involved and helped them understand and got the claim covered as per the contract. The **** in Timberlines service was to diagnose, which included removing the fuel tank, inspecting and cleaning a significant amount of contaminants and incorrect fuel in the tank. Ultimately the truck was released without the **** being paid and was released to have the shop of your choice to do the repair. Once again the contract clearly states that the work must be preformed by Timberline service to be covered. An exception was made in your behalf for coverage outside the contract. 
   Its unfortunate that an attempt to help someone, make exceptions, do a proper diagnosis can be so misunderstood to the extent a complaint is filed with the BBB. 
   I have been in the auto industry for 32 to years and if there is one complaint I have its that so many people believe somehow that car dealers are liars and crooks. I can assure everyone that there is one thing I have learned from the auto industry and that is, every car on the road will break down. If you want to fact check that take a minute and drive by the service department of any new car dealer and see whats parked waiting for repairs, a very high percentage of what you see will be overpriced new vehicles that are there because they are broke down. All cars break, no matter what you pay for them! 
  
  

*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. ↩