ComplaintsforAsbury Automotive Group, LLC

• Initial Complaint

  05/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello, I am writing because I am having trouble getting through on the phone with ********************* I believe they have black listed my number from being answered so that they do not have to replace my engine that has been leaking oil due to a factory recall SC176. I believe my 2016 kia **** has been affected by the over heating catalytic converter recall. When I call I get put on hold and no one returns to finish said call. Are you trying to avoid assistance with this issue? Please reach out as soon as possible. My vehicle is still covered under the 150k warrenty that was recently extended because of said recall. When I call ****** *** they say that there is no record of this yet, I had the update installed to attempt to prevent said issue even though it is still happening.

  

  Business response

  05/17/2024

  Dear *************************

  We are a car dealership in ******* Ga. If you are looking for assistance here is the ***************** phone number ************ or you can go to another dealership in your home state of **********. That might be the best idea. 

  Good Luck
  

  Nalley Kia

   

• Initial Complaint

  02/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a new vehicle from their dealership in ***************. The camera worked perfect and functioned fully for the first day. After that it has been a nightmare with them trying to fix it multiple times and then realizing they dont have the knowledge to fix it. Now they state the vehicle was never equipped with the equipment in the first place. Even though the first few days I had the vehicle everything worked perfectly. I would avoid ************** in ************** at all cost. The General manager ***** is a joke and shouldnt even be in charge of a 1 man hot dog cart. I will never purchase a vehicle from any dealership associated with Asbury Automotive Group as they have absolute no idea what they are talking about. I would avoid at all cost. We will be taking our corporate business and personal business else where.

  

  Business response

  02/29/2024

  Hello,

   

      I have attached the Technical Assistance correspondence with *************** They confirmed that it is operating as intended. 

  *************************, Service Manager, has gone over this with the customer.

   

  Thank you

  Customer response

  02/29/2024

   
  Complaint: 21342314
  
  I am rejecting this response because:
  The camera operated properly before it was reset by your service department. I even showed ****************** how the camera operated on a different suburban with the same trim package. He himself even acknowledge that it worked and should work on mine then confirmed they would make it right which never happened. Terrible customer service on everyones part at **************   Wish we could give back the piece of c*** now and get our money back. Completely disgusted in the whole corporation  

  Sincerely,
  
  *********************************

  

  Business response

  03/07/2024

  The camera is working as intended. We have provided the supporting documentation. While it may work outside of those parameters intermittently, that is not the intended function. Unfortunately, there is no way for us to program it outside the ************. 

  Customer response

  03/08/2024

   
  Complaint: 21342314
  
  I am rejecting this response because: I know the person who bought the other 2023 ***** Suburban ******* that had the same trim packages that ours had and the same one that ****************** and I drove together. Which he then conveyed the message to our salesman *** that indeed the camera did work while driving. Their camera still works to this day while driving. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a **** *** i5 eDrive40 VIN ***************** as a gift for my husband from Nalley *** of ******* on 11/2/23 & the car has many issues. We drove the car to ******* for my husband's new job. Issue #1: We noticed that the car does not hold a charge well & will sporadically loose the charge resulting in us having to take an Uber to work. #2: The car was making a very weird & anxiety causing dripping noise. The ********* ******* *** Dealership kept the car for 10 days & advised that it they performed a software update & instructed us to take the car back to the dealership that we made the purchase from Ultimately, we could not keep the car in ******* & had to move BACK to ***, ** to have the car serviced on 12/26. We have opened over 10 cases with *** Corporate & got very little support. Our Case Manager, ****** has only called us back three ********** have had our Executive Case CP34967 opened since Nov 14th ****************, Service Advisor **** opened a *** engineering Case on 12/5/23 I returned the car back to **************** on 12/13/23 & was told they couldn't hear the noise, but they did hear the noise, that I needed to take the car back where I bought it. We had to move back. The car was in the shop from 12/26 Email Complaints sent to *** on 2023: Nov 2, Nov 6, Nov 8, Nov 14, Nov 21, Dec 13, Dec 22, ****: Jan 11 Yet, I have only had three replies from the *** Helpdesk The Car is emitting a nauseating smell blowing in the faces of the front driver and front passengers. now that they altered the Air System drain tube, but *** is saying that smell is coming from an air condition spill in the back seat. The Car has been at the dealership more than I have had the car in my own possession. This car is a lemon. I want out of this car. $1,000 insufficient as a settlement. The Dealer Manager, *********************** and Cam have advised the car has decreased in value at the rate of over $1,000 per week. I paid $78,204.96 on 11/2/2023 & 2/6/2023 the car is worth $50k.

  

  Business response

  02/16/2024

  *****************,

  
  Thank you for the feedback and we are very sorry for the problem that the vehicle and the situtaion have caused you and your family. As we responded when you filed the complaint with the dealership (Nalley ***** we will continue to work with you and *** towards a resolution. Please understand, that your request for a buyback is something that must be pursued directly with ***. At the dealership level we have no authority to act on their behalf. I will be reaching out to you personally to discuss this further.

  I also did want to share for the record that you received a $7500 rebate when you leased the i5 so you final purchase amount was $70,704.96.

  Kind regards,
  

   

  *******************
  

  General Manager

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 2017 Nissan Titan on 2/9/23 with a service contract warranty and maintenance package. Around 7/14/23, went to Nalley Nissan and told them my vehicle was leaking power steering fluid. They turned me away saying I never purchased a warranty or a maintenance package. I went to another mechanic and had them remove and replace the power steering pump. Around 12/4/23 I brought my vehicle to same mechanic and wound up being the cadillitic converter. They told me to go to the dealership. Nalley said they would replace cadillitic converter but not motor mounts. Again no service contract warranty. 12/6/23 talked to **** at Nissan consumer affairs did not see maintenance or service warranty. 12/7/23 talked to ****** Nissan Consumer affairs she saw same thing. 12/7/23 went to dealership and met with *************************** did not see either maintenance or service warranty in system. Explained had to be reinstated that old management bad and probably didn't enter it. 12/24 car is repaired but do not hear back about reimbursement for power steering pump. 12/31/23 called Nissan Consumer affairs talk to ***** still does not see service warranty or maintenance. 1/2/******* to ******* regional at Nissan Consumer affairs says it is a dealership issue nothing she can do. 1/31/24 call ****************** and no refunds or money sent for service warranty or maintenance. I want Nalley Nissan to cancel both the service warranty and the maintenance. I want reimbursement for $572 maintenance, $2812 service contract warrant, $184 interest, $1117.82 remove and replace power steering pump, $72.77 oil change.

  

  Business response

  02/12/2024

  Hello ****************. First we would like to apologize for any and all inconveniences that were caused by our errors. You did buy a maintenance agreement and a service contract which would have taken care of the steering pump issue you had. We found the reporting mistake. Information was typed incorrectly which is why it did not appear when searching by us and others. We would like to attempt making this right for you by doing the following: we have corrected the reporting error and reinstated the service contract you purchased. We are going to extend the maintenance agreement an additional two years to show how sincerely sorry we are. Finally we are going to reimburse you for the cost of the steering pump you replaced which would have been covered under this service contract. Please email us a copy of the paid repair order so we can process a refund right away. Mr. ************ you are a extremely valuable customer to our dealership, and we take pride in taking care of our customers please accept our apologies and our attempt to make this right for you. Thank you!

  Customer response

  02/12/2024

   
  Complaint: 21257007
  
  I am rejecting this response because: I need clarity on what is the service contract and the maintenance agreement.  Also, I need confirmation on when expiration on both of these are when it comes to mileage and dates.  The service contract costs $2812.00 and the maintenance $572.00.  If one or both of these are extended in any way, I need paperwork proof that they have been - outlining the exact mileage and expiration dates.  

  I also want to be reimbursed for the oil change which costs $72.77.  

  Attached are the receipts for the power steering pump and the oil change.  The power steering pump costs $117.82 and the oil change costs $72.77.  

  Sincerely,
  
  ***************************

  

  Business response

  02/16/2024

  ****************,

    We are going to approve the refunds for the two receipts you have sent me as we do feel that you should not have paid these if we had registered your products properly. As for the rest of what has been offered, when would be a good time for you and I to meet in person. We have not had the chance to speak and try to work this out, and I feel confident if you allow me a chance you will be very satisfied with the results. When would be a good time to stop by the dealership so we can resolve the rest of this for you? Thank you, *********************.

  Customer response

  02/19/2024

   
  Complaint: 21257007
  
  I am rejecting this response because: I want to keep this open until we can meet in person and resolve this. 

  Thank you for agreeing to reimburse for the receipts that have been submitted.

  I can be available during the week at 4:45 or 5pm to meet with you. Or we can meet on Saturday morning. 

  Please let me know the best day and time that you are available. 

  You can contact me at ********************** to schedule. 

  
  Sincerely,
  
  ***************************

  

  Business response

  03/02/2024

  Hello ****************,

     Please come by any day this week. I will be here and look forward to meeting with you and I believe come to a resolution you will be satisfied with.

   

  Thank you,

   

  *********************

  Nalley Nissan of Cumming

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 21, request the cancellation of the service policies: TCA-D9536500E. TIR-D9536499E. P00077265534. That it was received by *************************** where by email she mentions that she would need 8 weeks from the date 11/21/2023 to process said cancellation. In the course of 8 weeks (two months) the relevant charges will be charged to the monthly amount of the policies, which arbitrarily want to force me to pay. According to (CNSF) national insurance and finance commission, customers have the right to cancel service and insurance policies at any time and for any reason.

  

  Business response

  12/11/2023

  To whom it may concern:

   

  We received ******************** cancellation request - traditionally this process can take up to 8 weeks.  I have spoken to ******* our cancellation coordinator and told her to expedite this cancellation!  We have communicated this to ******************** as well!  Mr.  ******** has my contact info in the event he needs any further assistance. 

   

  Thank You!

  *********;

  Customer response

  12/11/2023

   
  Complaint: 20978617
  
  I am rejecting this response because:

  The problem I have is that I am paying for a credit of $31,000 of which $6,500 was directed to service and maintenance policies that from the beginning I stated that I was not interested but with the persuasion and word of the sellers who assured me that I could cancel said policies and get the money back, which was a complete deception because first the cancellation process needed 8 weeks to be carried out, which will make two payments of the policy that is charged monthly and without retroactive effect, I mean two months of monthly payments for 3 policies (6 monthly payments without retroactive) second. The debt and the fee with the financial institution will not be affected even if I pay the value of the policies to the capital of the obligation, since I must continue paying $510 monthly for the same five years that the debt was agreed upon. Third, the fact of deceiving customers to obtain sales commissions has caused damage to my family and our finances because we only accepted a credit for $24,500, which was the cost of the vehicle we accepted and not $31,500. I have been a victim of manipulation and false information. For all of the above, I request that the money be returned in full in a cashier's check in my name since I am paying monthly for the vehicle and the policies, and it is also a right.
  
  Sincerely,
  
  ***************************

  

  Business response

  12/12/2023

  ********************, 

  We have processed your cancellation per your request!  The check was expedited as promised and mailed to Truliant ******************** yesterday!  Per our lender agreement this cancellation request has to go back to the lender when the loan is still active.  Unfortunately, we will not be able to cut the check directly to you. The coverage that you selected is optional, we do not require any guest to take this coverage when purchasing a vehicle.  I have attached the accept/decline form for your review.

  The check that we sent to Truliant will reduce your overall balance of the loan.  I understand your concern that the payment will not change - you do have the option of refinancing your loan at any time!  If you do not want to do that we can look at trading you out of that vehicle into another one which would create a new loan/payments. 

  Thank You, 

  *********;

   

  Customer response

  12/12/2023

   
  Complaint: 20978617

  
  I am rejecting this response because:

  I can see that a copy of the contract that they made me sign with false information was attached, but there is no copy showing that the service policies are already canceled, nor of the check that was sent to Truliant since that is the purpose of this complaint .

  To be clear, I request a copy of the check and certification stating that the policy products are duly canceled for my records.

  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my 2016 Chevrolet Silverado **** from the former location in ********** ** that at the time early 2021 it was called Crown ******************** as a employee at the time I did not think anything of the fact that my extended service contract would have such a serious issue later on when actually needing to use it however I started have some issues with the vehicle not long after purchasing the truck and knew I would need to get a expert to take a look at the issue so when I finally got the chance to do just that I took my truck to the local Chevrolet dealer in ************* ** and they informed me that the issues with me vehicle would require my extended service contract to get involved and they need to send out a inspector to inspect the failure. When they came out to inspect the vehicle they informed me that my contract did not have the lifted or lowered box checked on the contract notifying them that the vehicle was sold to me with a lift kit installed on the vehicle when I was told when I purchased the truck that it has a 2 inch lift on the truck but instead it is actually a 4 inch lift and not just a 2 inch lift. And this finding causes the contract to be cancelled. Well now that's where the problem is what am I supposed to do now when I purchased a vehicle I purchased a extended service contract that is supposed to cover all of what I have going on with my truck and can not use it because the sales department does not know how to do there job correctly where did my money actually go if its not to help me in this case which I purchased the contract for.

  

  Business response

  11/22/2023

  ****************** and I spoke moments ago and we are working with the guest to help resolve his issue. The complaint has been escalated to the Regional Finance Director for a resolution. 

   

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2023 i purchased a 2015 Audi Q5 from ***** Chevorlet. When i purchased the car I check engine light was on and the claim that it was just an air sensor that needed to be replaced. I expressed that the car was asking me to put oil in it even before **** miles. I Took it and all they did was top it off with more oil. The car would always seem not to get enough oil. On October 26,2023 on my way to work the car malfunctioned on me on the highway and would not excelorate. I took the car to the Audi dealership which is affiliated with the Chevorlet dealership. They did a diagnostics on the car and the outcome was the engine. It was an issue with a malfunction within the engine that holds the spark plugs. i purchased an extended warranty but they will not fix it. I went back to the dealership and talked to the general manager ***** and all that i got was to put me in another car and to still have the overhead of the loan of the Audi. I would like for them to buy me out of my loan and put me in another car.

  

  Business response

  11/22/2023

  **************** was contacted on 11/22/2023 by the General Manager ******************* and was informed that her purchase was 7 months ago but we would review and assist her as much as possible.

  Thank you,

  *******************

  General Manager

  Customer response

  11/25/2023

  On November 22 2023 ********************** reached out to me letting me know that he was going to reach out to Audi and see if they could come up with a solution with getting the car repair. ********************** said that he would reach out to me Saturday November 25, 2023 I have not heard from him on this day.

  

  Business response

  11/29/2023

  ***************** was contacted and traded out of her 2015 Audi and purchased a 2023 ****** Rav4. The guest is very happy and seems to be appreciative of our assistance.

   

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2023 Nissan Rogue form Nalley Nissan of Cumming on July 3rd of this year. I paid an additional $1500 to have the upholstery changed. Via email *************** told me that he would make me an appointment to have in done in October but he never did. He aggreed via email to let me do it in October because I work all the way downtown. I still have the emails.I want the extra $1500 that I paid returned. I have reached out to *************** and his supervisor but the have not responded.

  

  Business response

  10/24/2023

  The dealership is assisting the guest with a $1500 refund to be submitted to her lienholder as requested. Once the check is available, a copy of the check along with a tracking number will be provided to the guest by email.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nissan has issued a recall campaign for a tie road on select models. I have notes attached. My son has one of the models and the car hasn't been running since 8/29/23. We are paying a car payment, insurance payment, ride share so my son can work etc. for a car that is not running, and that Nissan can't fix due to this campaign. I have been told that it could be winter before the there is a solution. They have NO answers currently and are not willing to give us a solution. 1st solution would be repairing the car but, in the meantime, get us a rental or loaner car at their expense since THEY can't figure the tie rod out. Not my fault. Last solution would be to but the car back so we can but a RUNNING car and pay for it and not a car that won't move. They will not do anything to assist for a problem that is theirs! They are very quick to dismiss my concerns. My complaint is against Nissan ********** as well as my local Nissan dealership (Nalley Nissan of Cumming). See attachment for all information.

  

  Business response

  10/06/2023

  Hello ****************,

  Please contact the Service Manager, *********************** directly at ************** to schedule a diagnostic appointment.

  The vehicle has not been diagnosed at our dealership to determine if the issue is related to a recall or a different concern.

   

  Customer response

  10/06/2023

   
  Complaint: 20656805
  
  I am rejecting this response because:

  The vehicle has not been able to move since 8/29 and I refuse to pay for a tow at my expense to the dealership  for it to sit there for another month or longer. Myself and  my father have already spoken to *********************** and he was not any help  nor was anyone at Nalley Nissan thus me having to file a complaint  

  
  Sincerely,
  
  *********************

  

  Business response

  10/17/2023

  We are currently working with **************** to have the vehicle towed to us at no charge and provide a courtesy vehicle while we inspect the vehicle to determine if the concern is related to the open recall on the vehicle.  I spoke with her 10/16/23 to communicate this information and she is actively working with Cumming Collision to coordinate the vehicles release to us. 

  Customer response

  10/20/2023

   
  Complaint: 20656805
  
  I am rejecting this response because:

   

  I want to thank *********************** for finally contacting me and offering assistance however he was about 38 days to late.  I first contacted him on 9/9/23 and he didnt offer a solution until 10/16/23 and after I had to file a compliant with the BBB.  Ironically, I was made aware of the Nissan recallcampaign form an article I read online on 8/19/23.  My FIRST notification of the recall came to my email from Nalley Nissan on 10/17/23 (almost 2 months later).  The recall email I received stated in bold that the recall repair would be NO COST TO ME.  Jamey ****** stated on 10/17/23, that Nissan now has a remedy for the tie rod issues but he still could not provide a time frame of when the repaid could be done. I guess Nissan thinks I could go without a car indefinitely.   On 10/20/23, Cumming Tire replaced the tie rod with one they found from a totaled car.  So it is used and still may need to be replaced with a new one by Nissan when they can get their act together. The car has been out of commission since 8/29/23.  Since 8/29/23, I have made 2 car payments totaling $500 (for a car that was not drivable), had the disabled car towed at a cost of $124, my son had paid for many UBER trips to get to work and $740 for the used tie rod to be placed in the car.  I am requesting that Nissan reimburse me for the $740 since it would have been FREE had they reacted sooner.  Againdid Nissan think I could go without a car indefinitely? I had to wait so long because of NISSANs failure to have a remedy for their recall.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my car to the dealer multiple times due to a recall on my vehicle . Since said recall *** spent over $5000 . Due to negligence of dealer not properly inspecting or fixing the vehicle . I had to return my car straight back to the dealer on 5 occasions repeatedly where what was supposed to fixed wasnt and I noticed multiple times before I even left the dealer . As I spoke with the service manager to see what could be done to rectify this after *** spent thousands on repairs I was only offered $300 discount on a issue that has a open recall and they didnt even alert me offer to fix under rebate . Between 2021 and 2023 this has been the only dealer to touch my car and Ive driven under **** miles within the last two years but yet every time I bring my car to them there is another thing that needs to be fixed and I work from home so where is the damage being done ???

  

  Business response

  09/07/2023

  Good afternoon,

  A voicemail was left this morning for the guest and again moments ago.

  Please give me a call directly at ************** to discuss your experience.

  Best regards,

  *************************

   

*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. ↩