Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 2017 ***** ***** from Your Auto Source on 10/29/22. During the test drive, I noticed a creaking sound. When I mentioned it to ******, I was told it was probably rust from sitting and to give it time. That very evening, the check engine light came on. The next day I took it to Advanced Auto and had them read the codes. They advised me that the codes that pulled were for the Catalytic Converter. I called the dealer on Monday 10/31 and was told to bring the car back. I dropped the car off on 11/1 and the check engine light was still on. I was called on 11/2 that the car was ready to be picked up. I was given no paperwork and was not told what was completed even though I asked. I picked up the car and it drove worse than it did before I dropped it off. I text my salesman Hunter and he stated he would check into it. I was told to bring the car back in so I did on 11/3. The dealership stated they were trying to figure out what was wrong. They had my car until Monday 11/7 and ***** the manager called me with the service manager informing me they could not find anything wrong with the car. I picked the car up and not even 5 minutes into my drive, the check engine light came on again. I text the manager ***** who said great and advised me to bring it back in. I stopped at ******** to have the codes read and it was again for the Catalytic Converter. I dropped it off on 11/8 and picked it up with a replaced Catalytic Converter on 11/11. I still felt like there was more wrong with the car so I took it to a different mechanic on 11/19. He advised me that there was a bad oil leak, the front right boot axle had leaks, the rear tires were choppy and noisy, a refrigerant leak in the AC unit and silicone sealant was used on a valve cover gasket, which shouldn't have been used. I brought these concerns to the manager who dismissed them telling me he doesn't believe them, but he would have the car looked over. Stated they would only fix safety concerns and nothing else.

  Business Response

  Date: 01/03/2023

  Good morning,

  All consumer concerns relative to the Check Engine light were resolved.  Your Auto Source, at no cost to consumer, replaced the Catalytic Converter(see attached)...Check Engine Light codes have been cleared.  We have also addressed "cracking" sound-after diagnosis, it was determined that the Right Front CV AXLE and Right Front Lower Control ARM were showing signs of wear-these items were replaced at no cost to the consumer.(see attached)  We did also notice a slight, and not uncommon, leakage around the Engine Timing Cover.   Due to no drivability or safety concerns, we didn't replace timing cover gasket.   Also, to note,  vehicle  was sold with a 30 day warranty(attached), of which, covers Engine, Drivetrain components only.   All other mechanical diagnosis found would not be covered under this warranty, however we repaired rt front axle concern as Good Will to consumer.

  Your Auto Source has gone beyond the allotted warranty coverage as listed above and within the attached.   No further assistance will be forwarded at this time.

  Thank you.

  Customer Answer

  Date: 02/16/2023

  Complaint: ********
  
  I am rejecting this response because:

  I was not satisfied with the businesses response, I am a busy single mom that works two jobs. I did not see that I had a message to review or I would have responded in a more timely manner. I just saw the businesses response last week and Was preparing my response to their response. I am not sure if there is anything that can be done at this time, however I again I was not satisfied with their response. They did not fix all of the issues and their response was quite rude implicating that they fixed all these issues for me. They knowingly sold me a car that had issues and I did not buy the car as is. I purchased a car with a warranty to which they dwindled the time around by telling me there was no issues and clearing the codes initially. I have had nothing but back to back issues with this car as I do not believe it was properly inspected and cared for when traded in. I have had multiple mechanics take a look at the car and tell me that I should have never been sold this car. I will never be buying a car from them again and they should be reported because they do not do things in a proper business way.

  Regards,
  
  ******** *****