ComplaintsforCatoctin Automotive Group

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2015 Mini Cooper S from Catoctin Automotive Group in Fredrick Maryland, around the middle of July 2024. I paid around $14,000 (including deposit). When I test drove the car it was smoking when I was done, the dealer stated he would take care of the smoking before I purchased the vehicle. The car passed inspection and the dealer stated the smoke was cleared. After 2 weeks of having the vehicle the car started making a loud noise and still smoking. The dealer replaced the PCV. After having the vehicle for 2 weeks and no answering or reply of my calls or texts messages. I went to go and retrieve my car. I drove the car for about 2 more weeks and the car started smoking again. I took it to a third party mechanic and there was a major oil leak that cost approx.. $3200 to fix. I also got a flush of the oil system which cost another $350. I have temp tags on my car that expired 9/28/24. I have not heard anything from the dealer about getting my permeant tags. I would like to get my full refund for the car and the dealer can have the car back.

  

  Business response

  10/13/2024

  The account of events is as follows. The client purchased the vehicle from us on July 30, 2024. During the initial test drive on July 25, 2024, the car did show minor remnants of exhaust smoke. To address this, the first step is to always change the oil to the correct grade of oil for these motors. At times, these cars will arrive with clean oil, yet we do not know the quality or exact type used in a recent oil change. These motors are very sensitive to the oil type and quality  and will eat through cheaper brands of oil. Therefore, our first step in any such situation is to drain the oil and put in the exact oem spec and brand of oil needed for this motor. In this case, that is ******* ****, Fully synthetic 5W-30. We performed this oil change and found that the smoking was gone. The client agreed upon pick up of the vehicle and went ahead with the purchase.  Shortly after, the client reached out and stated that they were having remnants of abnormal exhaust smoke. We advised to bring the car in asap and let us assess so we could fix it. The client brought the vehicle over and we quickly assessed and found that the motor was emitting a small Amount of bluish tinted exhaust smoke.  This is indicative of slight oil usage through the motor. With these cars, this is typically caused by 1 of 4 instances. 1 instance can be the turbo seals going bad. Another instance can be the valve stem seals being bad. Another instance can be piston ring failure, and the last instance can be pcv valve failure. We were able to inspect the turbo pipes and eliminate the element of turbo failure. We also scoped the valves and found that while the valve stem seals were in good order they had a micro amount of fluid drip in the cavity. We were also able to eliminate piston ring failure as there are other more severe symptoms associated with such an instance. In parallel with the exhaust smoke, the vehicle also began making a small whistling noise at initial start up, which is indicative of a failed pcv valve. The failed pcv valve can also cause an excessive amount of oil consumption through the intake and exhaust system. Therefore, we advised the client that the first step in the remidiation process was to change the pcv valve, and then assess over time how much oil the motor was still using, if any. We made it very clear, that this was a two step process, and that if the exhaust smoke did return with consistency, then the next and final step would be to replace the valve stem seals. Replacing the valve stem seals is a very labor intensive job, one in which we end up basically rebuilding the entire motor when doing so. We advised the client that if it does return with consistency, and it is in fact the valve stem seals, then we would be taking care of that. There is a process to narrowing into that. The client, being very well versed from a mechanical perspective, understood and agreed with the pathway of resolution. We replaced the pcv valve by replacing the entire valve cover with a brand new oem valve cover. The pcv could be replaced with a 20 dollar ****** purchase. We chose to replace the entire valve cover assembly witn a new part from the OE manufacturer as that is the right and best way to do it. This is a 380 dollar part rather than the simple 20 dollar variant. After receiving the car back, the client confirmed that the car was far better after a week. Shortly after that, the car began exhibiting other symptoms and the client, being in a rush for time, took the car to a local shop closest to him. They assured him that they could get the car in and out with rapid speed for him and advised of over 3500 dollars of repairs. While skeptical, the client agreed to much of the work, and let them do it as they advised that this would resolve his existing issues. The repairs they completed for over 3500 dollars are repairs that cost nearly 700 dollars at total labor and part cost all in at any normal shop. The shop took advantage of the client and therefore left him in a predicament. Shortly after their work, the car was still smoking a bit and exhibiting other symptoms. At this point the client was frustrated that he had spent over 3500 dollars with this other shop and didn’t fix the issue. He felt as though the 3500 was on top of these other issues the car had and felt that he had purchased a bad car. We explained to him that the work they did was actually work unrelated to the issues he was exhibiting and that they severely over charged for that work as well. He understood that and we advised that we would take the car in and do the full internal rebuild, in order to address the failed valve stem seals and to also cover any and all bases for him going forward. During our process, we found that the previous shop had not sealed the oil pan correctly, leaving an excessive oil leak in that cavity. We also found that the rear brake wear sensor was cut, in an effort to make the client think that he would need new rear brakes, with the warning light coming illuminated. We addressed these issues in parallel with the entire rebuild and gave the vehicle back to the customer. The car today, has a fully rebuilt motor, a value of over 6k in parts and labor, all done at our own expense. The car is also worth far more and is far better than any comparable car From the time of the clients purchase. This is all part of our normal process in which we stand behind the product that we sell. The client was told from the initial purchase date that we stand behind the product and that we would be available to perform such work throughout the process. The client only went to the other shop in between, out of convenience,  which in turn, turned the matter for the worse. We understand the clients perspective of wanting to quickly get it done locally and we understand his initial concerns. That is why we took the car right back in and did far more than it needed, along with also correcting the failed work from the previous shop. 
  
  
  In regards to the tags, we are given thirty days per our compliance standards with the mva to furnish the registration paperwork to the mva or a tag and titling service. We furnished all paperwork within 20 days of the sale. The mva issues a 60 day temp tag for used vehicle purchases. shortly before the expiration of the 60 day temp tag the titling agency notified us that the tags were ready for pick up. We picked them up and had them available at our location for the client. We typically offer the service of fedexing them out to the client so that they don’t have to drive out to get them. While we had the tags available, due to failed communication on both sides, the temp tag expiration came due without the clients pick up of the hard tags. As soon as we were made aware by the client, we advised that we had the tags, but we also advised to bring the car in so that the work could be completed, as this was the same time period that the other shop had taken advantage of both the client and the situation. We advised that it would be best to drop the car off asap and pick it back up, with all work completed and the hard tags bolted onto the car. That is the current status of the car today. It is back with the customer, with a fully rebuilt and factory fresh Motor, and the permanent tags on the car. The turn around time for this work was about 3 days after the client dropped it for the service. We also required no contribution from the client for the very large scope of preventative work that went into the car and refixing the oil leak that the other shop created. The client, to our understanding, has always been very satisfied with the quality of our work and the quality of the product that we return to him. We have always made an effort to be transparent and professional. We made it very clear to the client that mechanical failures can happen at any time, and that we fully back the product within our means. 
  
  
  The client and our establishment have a very good and functional relationship. We ask that this complaint be treated in a manner of being unnecessary as our business never acted in a manner of disregard or ill intent to the client. We went far above and beyond want any comparable dealership would be able/willing to do given the situation. 
  
  
  We would like for this complaint to be stricken from the record, as the client does not have any open issues with the car or with our establishment. The customer is fully satisfied and would likely attest to that for himself. We are also readily available to help the client in any way needed going forward. This was the situation from the start and will be the situation going forward. With or without this formal complain, our company is ready to stand behind the product and fully support the client in his ownership of the vehicle. 

  Customer response

  10/21/2024

  The issues were resolved, I wanted to ride around in the vehicle for a few weeks to verify if they issue would resurface. I still don't want to retract my statement about this business, but the issues have been resolved.  

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