ComplaintsforSolutions Auto Group

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was totaled out by the car insurance and the car lot wanted me to keep the car and also change insurance companys so that why it can be claimed on that insurance but ***** told me that is illegal!

  

  Business response

  09/28/2023

  Mr. ***** ************* leased a vehicle from Solutions Auto Group (SAG). They got full coverage insurance with Geico. The ****** also purchased Loss Damage Waiver from SAG at lease inception. They were in a hail storm and Geico deemed the vehicle a total loss. As the lessor (owner) of the vehicle, SAG gave the ****** two option's; 1. Let the car go back to SAG (Owner of the car) and they would owe the $500 deductible from their total loss claim or 2. They could keep the car with hail damage and the amount of money GEICO would pay for owner retain would 100% go towards the lease to pay the lease off quicker and they would owe less money. They chose Option #1 and relinquished the car to GEICO and the Loss Damage Waiver paid the remaining value of the lease and the ****** owe the $500 deductible. In no way is this illegal! Quite honestly, most customers take option #2. They get a sizeable amount paid towards their balance and they owe fewer dollars! *** has tried numerous times, without success, to explain and work with the ******. SAG has offered to lease them another vehicle. The ****** feel as if they should not have to start over again. Unfortunately, they had no equity in the vehicle to roll forward into another lease. SAG will continue to work with customers in a professional manner, just as we have with the ******.

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchsed a 2012 KIA ******** for my grandson from this auto dealer on April 10,2023. The salesman told me it had ******* miles on it and was checked out and was a great car, had a good motor and had no issues and it would be a great car for my grandson.. On May 12,2023 the engine went out. I had it towed to a KIA ********** in ****************** and they confirmed it is the engine. I called *** (the owner) of the place I bought it at, he told me I should check the recalls on the engine to see if it had a recall and I told him I thought he should do that. He has done nothing to try to help me or even offered to help get another engine or give me a different car. He also told me if you lease from him he would fix the vehicle but if you pay cash its on you. The salesman **** called me everyday for a week( after that) telling me he was trying to help me and I havent heard from him since. I paid $11,000.00 cash for this car and now my grandson is a foot. The KIA ********** also told me the engine has ******* miles on it so they misrepresented the vehicle. I received a message from a gentleman that use to have a contract with this place to work on their vehicles ( but doesnt now) and said this place has vehicles on the road that shouldnt be sold and needs to be turned in. I think this should be dealer fraud and *** should be responsible to do something about it. I think this dealer should have to pay to put another engine in the car.

  

  Business response

  05/30/2023

  On 4/6/23, *************** visited Solutions Auto Group ********* to find a vehicle. She reached an agreement with ***********************, a salesperson, regarding a vehicle. *************** accepted the price, test drove the vehicle, and approved its condition, agreeing to all terms and conditions. The *** had minor front right damage, which the dealership agreed to repair for free. About three weeks later, *************** brought the vehicle in for body damage repair but did not mention any engine issues. The dealership had no knowledge of how the vehicle was driven by her grandson. I informed *************** about known engine failures and recalls with **** suggesting she contact them for resolution. We provided *************** with service records completed upon receiving the vehicle, hoping *** would address the engine problem. Her salesperson devoted considerable time trying to find a solution. If *************** had notified us immediately after taking delivery, we would have assisted her. Additionally, if she had mentioned engine issues when bringing in the vehicle for body repairs, we would have offered further assistance. Despite the dealership's numerous attempts to help, the engine failure occurred, which is not uncommon with any manufacturer. Waiting ***** days after purchasing the vehicle "AS IS" and expecting a refund exceeds reasonable treatment. *** denied the claim, citing improper servicing as the reason. We provided documentation to support our maintenance efforts. Solutions Auto Group denied ******************* refund request due to the time elapsed since the purchase and the unknown treatment of the vehicle after her grandson took delivery. We encourage customers to utilize our financing program, which includes warranties and extended service contracts to address such issues. Our strong ratings with the BBB, ******* and FB reflect our commitment to doing right by our customers. Unfortunately, the time limit for *************** had expired.

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle from ******************* at Solutions Auto in November 2021. Purchase price was $10,500 for a 2013 ***** Equinox. He upsold a "warranty" he refused to honor unless I used his shop and paid $200 more each time the vehicle needed service or repair. It is illegal for him to dictate where I have my vehicle serviced or maintained)and provided insurance to me through his *************** program( which is illegal because I never worked for him). When I put my vehicle in his shop to repair the jumping at redlights, popping sounds from under the vehicle and an oil change, the mechanic overruled the oil by A LOT. After some of the extra oil was blown all over the engine and hood insulation, I took it back to them and told them what had happened. Pasty had me take it back to the shop where the mechanic(I assumume) checked the oil, saw it was overkill and proceeded to add even more oil. I didn't want to start having serious engine problems in 3 to 6 months so I went and bought another vehicle and just cleaned up and returned the Equinox to Solutions Auto. That was May 12th 2022. When I returned it, ***** stated that I couldn't just return the vehicle and be done with it I had to pay them $497.00 so my girlfriend/partner, *****************************, told her we would see them in court. Ten days later, I received a summons to small claims court saying they were suing me for $5000.00. That's a far cry from the $497.00 they claimed I owed. My payments were all caught up and I never got behind. By overfilling the oil like that, it caused the vehicle to have trouble starting and it would smoke a little. A civil suit should be filed against them because this seems to be a common practice with that business. ************** and gossip has some great horror stories about their bad business dealings and no one can seem to stop ******************* from continuing to do this to people.

  

  Business response

  07/07/2022

  I am confused with these false statements. I am confused why a customer would think ANYTHING we do is illegal.!?.All paperwork is approved prior to use.

  ************** came to us asking us to finance him a vehicle. He was tired of walking to work. He said it gets very cold in the winter. We finally found a vehicle that would satisfy him and his budget. We took it to his house and his girlfriend asked him, are you sure we can afford it. He said yes and it was what he wanted. He agreed to the terms we discussed. He even posted the documents we agreed to! He initialized, signed and even wrote on the Statement of Understanding in his own writing what was going on. We leased the vehicle to him for $9,999.00. He liked the idea of the service contract and agreed to the $200 deductible, if or when, it comes in for service work for a covered failure. We do our work internally in our shop. He was struggling to get acceptable insurance. We offered him an approved form of insurance, state approved fleet coverage, and he approved. He paid for the insurance enrollment fee. Once accepted for the insurance, the cost of insurance was included to each vehicle payment. ************** understood and agreed there was a $495 return fee if he wanted out of his contractual obligations.Since, ************** did not exercise his Return Fee option, the account became a voluntary repossession. Since his failure to pay his return fee, a small claims suit was filed in ***** County, for less than the actual difference in his remaining balance and actual cash value. However, the compliance department looked at the suit and dismissed the charges. Copies were mailed to ************** the week of June 26th. I know we work on 700 vehicles. This is not our first rodeo.EVERYTHING was disclosed! He understood! He agreed! He filled out the Statement of Understanding himself! Crying wolf and claiming we do things illegal is false and slanderous.

  Customer response

  07/07/2022

   
  Complaint: 17524662
  
  I am rejecting this response because:
  
  The insurance didn't cover my interest in the vehicle. I never said I was having trouble finding insurance. I said I needed time to find full coverage insurance he told me to give him the other hundred dollars in my pocket and he would take care of the insurance. Also, I agreed to everything until the shop overfilled my engine with oil by a Lot of oil and when I took it back to them, they checked the oil and proceeded to put even more oil in it. I am disgruntled but an inability to pay was never the issue. Them sabotaging the vehicle I was paying for was the issue because I started having problems with it starting and it started smoking a little. I knew it was a matter of time before I would be putting around in a vehicle that sounded terrible and drove terrible. According to the information I found,it is illegal for him to dictate who works on the vehicle and he still is supposed to cover the costs per the "warranty" that he chose to finance. I don't know about all the other people concerned in this matter but It's unreasonable to ask for $200 deductible everytime you need an oil change after the initial warranty that he finances. Sincerely,
  
  *****************************

  

  Business response

  07/08/2022

  There are cost associated with having a vehicle. All vehicles need maintenance or repairs from time to time. A "Bumper-to-Bumper" warranty was not included. A "Bumper-to-Bumper" service contract was not purchased. Oil changes are part of normal maintenance and we still provide them free of charge. You were not asked to pay for the oil change. A CV Axle was replaced. The price of the part and labor exceeded the $200 deductible. You were ONLY asked to pay the deductible we agreed to in advance. We allowed you to pay the deductible in payments. You actually only paid $125 of the $200, still owed $75. If there was any confusion, why was this not brought to our attention? If there are any further questions or concerns, our door is always open. We would be glad to answer your questions. Stop by or email us at ******************

  Customer response

  07/09/2022

   
  Complaint: 17524662
  
  I am rejecting this response because:
  
  The popping was still happening after your mechanics supposedly repaired it. It wasn't as bad but it was still popping. After the little stunt with the oil overfill and then overfill AGAIN, I realized that the way you do business is structured to make you rich off of the hardships you create for others by sabotaging our property. I still have not received confirmation from any court that there is no claim filed in ***** County Small Claims Court. Sincerely,
  
  *****************************

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bout a ******************* March of 2021 I have had problems with this vehicle since day 2! It was shaking real bad so I had the front end alinded and the prob was still there ! Told them they said prob just needed tires rotated had that done still same problem! They sent it out of town to have a transmission put in well they said it was a bad one so they had another one installed I got my car back 5 weeks later,in that time Ibwas giving a loaner car that had major issues also couldnt even drive it out of town or do my normal activities cause I was afraid it was gunna bro down on me! Got my car back it was ok for a little while still had issues after that with the blower motor well so they replaced that still had issues gave it to them a few more times for the thermostat sticking they fixed that they said well little bit after that it stopped blowing again then it started get Hot so hot it wouldnt drive I popped the hood and all the coolant was gone! Called told them I had to fill it up they said to just watch it and I did well I did this 5 times where I had to keep filling it finally they took my car for a second time had it 4 weeks and they gave me another vehicle that didnt have air so they said come get another one so I went got another one of the loaner vehicles they stuck me in! I had a blow out the day after I got it I brought it back they stuck me in another vehicle that was barley drivable nothing even close to my vehicle I was driving! Well they couldnt figure the problem out as to why it keeps getting hot so they told me they ordered a rebuilt motor from **** and it was gunna take couple days to get here well 4 weeks later my rebuilt motor was finally in this is month 13 of me having my vehicle well I get it home and 2 half weeks later it started getting hot again it was out of coolant again so I called them and even went down there after calling and crying why does something keep going wrong with my car they couldnt figure it out ! They took it

  

  Business response

  06/07/2022

  As stated previously, we are sorry you had issues with a vehicle we did not manufacture. Unfortunately, when obtaining a 9-year-old vehicle with ****** miles, breakdowns can occur. Regular maintenance never stops. The dealership leased this vehicle AS IS to the customer. The customer purchased a service contract to cover significant issues. Thank you for recognizing every time you complained we addressed the issue. In the 13 months, there were ALWAYS issues. The dealership only charged you one $200 deductible in the 13 months! As a courtesy, the dealership provided a loaner car. We are sorry they too never met your standards. It is quite simple, the dealership and service contract company NEVER failed to address your concerns! Both entities went over and above to satisfy you! After communication was beyond repair, we came to a mutual agreement to end our lease. You walked away with a perfect payment history reported to Transunion and we got our SUV back. We wish you well in the future!

  Customer response

  06/13/2022

   
  Complaint: 17325596
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  i have recording of Solutions telling me that this car was a **** problem! I as a buyer thought I was getting a car that could be drove when ever I wanted and this was not the case with this car! It was in the shop so many times! Yes they gave me a loaner but the loaners barley made it to my house and Ive had to waist my time and gas bringing these loaner cars back! The car had issues from day 1 I can only handle not having my car that Im paying $575 a month for so long and it gets very frustrating! This car dealer ship do nothing but give me the run around about its issues! Wouldnt even take it back without charging me $495 ! 2 transmissions and a motor and another failing motor is why I rem brought it baco! And the only response I got was its a **** ISSUE NOT OURS! As a company selling a vehicle that cant be fixed should not be MY problem! I would love to send BBB the recordings I have of the owner telling me this was a failing car that wasnt his problem! This company could of meet me half way but they did not care at all about me as a buying customer!! I also was told I was getting a rebuilt motor from outta state and that was a lie I found that out when I went and picked up my paper work ! Ive had to ask for everything and a lot of service slips was not turned in and I was told thats the fault of there shop! Thats very wrong ! 

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ******************* February 2022. By March the vehicle was driving rough. It was jerking, losing power and dying while I was driving. Several times I was left to sit for extended periods of time, waiting to see if the vehicle would start again. I took it to my mechanic and he fixed the ignition coils and spark plugs but that didn't fix the problem. He told me that it could be a problem with the computer. I took the car to Solutions so they could look at it. In the meantime, they let me use one of their cars, a 2009 ***** Malibu that had been wrecked. Within a week of having it, I had to take it back to them to have them replace the rotors. They had my **** Escape for a month. On May 18, I was driving to work and the Malibu began shaking violently. It scared me pretty bad but I made it to work. I called Solutions to tell them about it. They refused to give me a different vehicle to use or even have it towed to their location. I asked about my Escape since they had it for a month. I was told that it was fixed so since Solutions wouldn't have the Malibu towed, I drove it the 30 miles to ********* from ******. I had to go 40mph all while it was shaking violently. I picked up my Escape and drove it to Newcastle to work. It did not seem to be fixed. On my way home to ******, at 8:30pm, the check engine light came back on and the Escape lost power and died. It has NOT been fixed! I feel like they covered up this problem when I bought it. I either want a different vehicle that runs or I just want my money back. This is ridiculous. They had my vehicle for at least a month or more and it still isn't fixed. Plus they loaned me a vehicle that was dangerous to drive. I need a reliable vehicle.

  

  Business response

  05/19/2022

  **************,
  
  We are sorry to hear of your continued issues. We will open an investigation into what could possibly be going on. We too wish cars did not break down!
  
  It is unfortunate. Four of us drove the Escape prior to you picking it up. You yourself drove it 30 miles with no issues to work. Then it decided to act up. I wish finding a needle in the haystack was as easy as it seems.
  
  We will be in touch after we see what could possibly be going on.
  
  Good day,
  *******************
  Solutions Auto Group

  Customer response

  05/20/2022

  There is a CSP recall on my vehicle. I feel like it should have been fixed before it was sold to me or they should have told me about it!Complaint: 17220768
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  

  Business response

  05/23/2022

  **************,
  
  
  When we leased you the vehicle we disclosed any open recalls per the nhsta.gov website and you acknowledged that. We also looked to see if the vehicle had any theft or total loss records. from the ******************************** Your vehicle had none of the above at that time. In addition, I looked today, your vehicle has 0 safety recalls currently. We always want to make sure ALL vehicles are safe!! Please see the attached picture you acknowledged at delivery and today.

  Any Customer Satisfaction Programs (CSP) a manufacturer may have, we do not have access to 100% of that information. Thank you for calling the other day and stating it was the throttle body that fixed the vehicle. I am glad you found the issue. I sincerely hope this fixes your vehicle for the long run! We too want your vehicle and all vehicles to run forever. Unfortunately that is not possible. Things happen and cars will continue to break down. We will continue to diagnosis all our customers vehicles and do the best we can to make sure they are reliable.

  As for your request for another vehicle and all your money back, unfortunately that can not happen. We will ALWAYS service and maintain your vehicle to the best of our ability! We hope that is good enough for you. It has served us well for about 15 years.
  
  
  Good luck in the future, We wish you much success and happiness!
  *******************
  Solutions Auto Group

   

*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. ↩