ComplaintsforAdvance Auto Sales

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 18, I had went to Advance Auto Sales and found interest in a 2016 ***** Malibu. I had the car leased through State ********************** for $14,813. I had also purchased a level 3 warranty through ProGuard for an additional $2,000, which was paid in full on July 18th. After only 3 weeks of purchasing the vehicle, I have an issue with it not wanting to start. At this point I have my first payment coming up, but still no tag because I'm still under the 30 day lot tag. I contact ****************** Automotive, for them to pick the vehicle up, so that they can run a diagnostics on the Malibu. ****************** do there job and proceed to flow up with ProGaurd for the warranty person to make there claim on the vehicle, and this is where the issue began, The warranty wasn't even active, when I was told by Advance Auto Sales that the warranty goes into effect the second I pull off of there lot. Today is August the 28th and I'm just receiving an email stating they attached an I.D card for proof that my vehicle is now covered. ProGaurd did not follow up with me during the claim process on the Malibu. They denied the services needed to the vehicle and said nothing could be covered. They never personal called me once this decision was made I found out through ******************. So I called them, and they simply told me nothing was covered they couldn't help. So I call Advance Auto to let them know of the issues. **** is who I spoke to at first and he seemed like he was going to try to help. He ask for further proof of the issues, So I shared the link showing the diagnostics. A day goes by he send a text asking for something more detailed with price, I send him all that I was given, it has now gone on almost a week without any further communication from them, I've made only one payment on the car, with 30 day tag still on it and paid $245.74 for diagnostic fee and will cost roughly around $600 in parts without labor. The lack of communication, is an issue of its own.

  Business response

  08/29/2024

  ******** was contacted immediately by me " owner " and all her concerns were addressed ...we took care of her warranty issue on her behalf, and we assigned a **** from the warranty company to take care of any issues/ problems she might have, and she is 100% covered...we also towed her car to a trusted mechanic shop with the customer approval...i will personally follow up with her case till she is 100% satisfied with her purchase...In case of any questions/ concerns please call me directly at ************ and ask for *******...Thank you.

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