ComplaintsforAuto Boutique

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a vehicle from them early evening Saturday September 7th, 2024. Could not drive it home as I did not have a second driver. Went to pick it up on Sunday and went 4 miles down 270 East and warning message came on stating "All Wheel Drive System Rear Axle". Returned vehicle within 2 hours of picking it up to cancel deal or go with their 5 day/500 miles choose something else. Spoke with on site mgr who seemed to be understanding and offered to have vehicle looked at and also said the 5 day trade would be ok. Settled on Wednesday at 10:00 AM to perform the trade. Got there and my first pick for trade was available so the sales associate went into the lot to get the vehicle. Wife and I watched and I seen him take a call and I jokingly told the wife that he just got the word to stop the deal. Sure enough the sales mgr **** approached and told us the vehicle was past 10 years old so the trade deal did not apply. We informed him that 2 of their associates said we could trade for another vehicle. **** kept saying he was going to take care of us and the next thing he would do is quote policy. We informed him that axle issues are safety related and should have been taken care of before vehicle was put out for sale. He quoted policy and told us this was a service issue. Informed him vehicle was advertised as all wheel drive, but due to issue was sold as 2 wheel drive. It became clear **** was seeking promotion and our issues were secondary. Service mgr came out and he came off as a man of integrity. Told us he can't get around **** regarding the trade in mentioned above, but he controls the Service Department and assured us the necessary repairs would be made to make the vehicle safe at their cost. I would cite more but their is a character limit.

  

  Business response

  09/18/2024

  Auto boutique apologizes for any inconveniences Mr.****** may have experienced. Auto Boutique has been in consistent communication with Mr.****** and is getting the vehicle repairs taken care of. As far as Auto Boutique is concerned Mr.****** has expressed to us he is satisfied with the process Auto Boutique is taking to repair the vehicle at this time. 

• Initial Complaint

  08/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have reached out multiple times to cancel the auto warranty. I was told it would not cost me me any extra during when purchasing the vehicle but it did. I have asked someone to reach out so I can get it canceled with no response. I was informed it could be canceled and I could get a refund but have to reach out to the dealership I purchased the vehicle from and I have multiple times. The warrenty companies informed me I could cancel and get a refund. Please cancel Connect II Eviromental Paint & interior product warrenty and Golden Plains warranty company Advantage care #****** and send a refund of these cost. The refund has to be made directly to me because I have done a auto refinance.

  

  Business response

  09/09/2024

  Auto boutique apologizes for any inconveniences Ms.****** may have experienced. Auto Boutique includes a Limited Powertrain only warranty on vehicles 10 years or newer and under 100k miles, however Ms.****** purchased an extended service contract with longer and more coverage than the Limited Powertrain warranty. The Environmental Paint and interior product  is something that is optional to purchase with a vehicle and Ms.****** had elected to have the coverage. Auto Boutique has been in communication with Ms.****** to get the situation resolved. Auto Boutique is fulfilling the warranty cancellation Ms.****** requested and additionally out of good faith Auto Boutique is mailing out a customer satisfaction check to Ms.****** for the cost associated with the Environmental Paint and interior product. Attached to this response are the documents signed and acknowledged by Ms.****** pertaining to the purchase, as well as the check and overnight tracking for the customer satisfaction.

   

  Customer response

  09/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They have been professional in handling the issue. Auto Boutique is in the process of refunding the one of the warranties. 

  
  Kind Regards,
  
  ******* ******

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Was advised when I purchased the vehicle that I had to get their warranty for paint for $400. When I got home I realized that it said the denial of purchase of the warranty would not impact them selling me the car, therefore, I didn't actually need it and they shouldn't have forced me to buy it. When I went to try to cancel it, they said that I couldn't because it was non cancellable. I had since emailed them to cancel and they sent me 7 pages of the contract, in which the finance officer ONLY showed me page 1, and ONLY gave me the copy of that page 1. So I did not know that it could not be canceled.

  Customer response

  06/06/2024

  The company got back to me when I said I was going to BBB and are refunding my lien holder, I am good for now. Thanks! 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2020 Hyundai Sonata on March 11,2024 I was told by the gentleman named ***** who did all my final paperwork I was only to contact him if I had any issues . I dd not drive it again until Friday March 15 I had a doctor appointment and was going to the store after when I opened the back right passenger door water cam out of the bottom of it . Saturday I texted ***** I did not get a response so on Sunday I called and he said he did not have time to text him and he would take care of it on Monday . I am working Mandatory 10 hour days sometimes it goes to 11 or 12 hours When I texted him on Sunday I ask who I needed to talk to to have this taken care of.. I did not hear back so the following Friday I called and spoke to ****** ****** the general manager and we took my car and he was very rude arguing because my husband at first wanted to return my car so he was like you are well the 5 days so he was shown my phone as proof he was like well I will talk to him and my husband was like what are you going to do he was like we slice the weather seal and that will let the water out and will not let the weather in ,my husband believes the car was damaged he finally gave in after he realized how unhappy we were .They had my car for 6 days until the 29th I had not driven my car sine then I was given no paperwork as proof of what was done so I was shocked when today I opened the door and water was coming out 0f the door I after having my car that long . I call that deceptive business practices I am assuming since I have no paperwork supporting what was done so he must have only put a slit in it I am so pissed that I was looked i the eye and lied to and my concerns were blowed off and the fact the person who said to only contact him did not get back to me in time for me to exchange or return my car I absolutely love this car but the way the water stand in the bottom of the door it will rust out very soon. the I want it fixed right

  

  Business response

  04/11/2024

  Auto Boutique apologies for any inconveniences Mrs.***** may have experienced. Auto Boutique had Mrs.***** come in after the sale to address a potential concern she had pertaining to her passenger rear door jam "holding water". Upon inspection Auto Boutique let Mrs.***** know that we believe the vehicle does not have an issue, rather that the door/door jam is designed this way by the manufacturer Hyundai. There is no water getting inside the vehicle or on the inside of the door itself, it is sitting at the bottom of the door jam until the door is opened.  This completely upset Mrs.***** so Auto Boutique gave her some ideas on how to make it better (mentioned in her complaint). Auto Boutique wanted to have Mrs.***** be a happy customer so we decided to have her vehicle looked at by an independent body shop and they also determined the door jam is designed this way by Hyundai but still attempted to adjust the door better to satisfy the customer. Fast forward to now and the water still sits in the door jam (designed this way to keep water out of the interior of the car) and Mrs.***** is still unhappy. Auto Boutique is willing to allow Mrs.***** to trade in her vehicle at the sale price she paid and look at purchasing a different vehicle. If Mrs.***** wants to keep possession of the vehicle, Auto Boutique would advise Mrs.***** to take the vehicle to an independent body shop of her choice to see their opinion and then contact us with the quote if they determine there is something that can be repaired. 

  Customer response

  04/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21533197
  
  I am rejecting this response because: I took my car to the dealership and paid out of my pocket to have it taken care I do not want to deal with Auto Boutique anymore..

  Moving forward I will only take my car to the dealership where I am treated with respect and listened to . It will be worth paying out of pocket for my piece of mind by having the actual 

  paperwork to show what exactly was done to my car not just someone using deceptive business practices by lying to my face 
  
  Regards,
  
  ******* *****

• Initial Complaint

  02/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  The issue I had they add an additional "non-negotiable" $699 charge for SA Paint in person at time of sale and not in their original online quote. At time of sale the Finance Manager said it was a non-optional charge that we had to pay and was on all purchases. After we walked, the finance manager called and offered to remove the charge and sell to us at the original price quoted in the online quote but we still did not go back and purchase. I wrote a negative review detailing the hidden charge and the GSM Mr. ****** ****** responded and allowed me to call and talk with him about my concerns. I expressed my concern over the $699 SA paint charge and he stated it was an optional charge and that it was just a misunderstanding with the Finance Manager and the purchase was processed. I advised him that this error is why we walked and will not purchase from them but I was glad he listened to my concern. The reason I am writing my complaint is that since that conversation, I have seen additional negative reviews citing the $699 charge and noticed there are multiple complaints prior to mine with the charge as well. I would like the business to either include the charge as mandatory on its online quotes, or disclose it as optional at time of purchase not mandatory until someone walks.

  

  Business response

  03/04/2024

  Auto Boutique apologies for any inconveniences the ********* may have experienced. Like mentioned by *******, the Paint and Fabric Protection warranty was told to them by their finance manager that the product is pre-applied to all of our vehicles and was going over the warranty options pertaining to it(which is transferable to the customer). If a customer chooses not to take transfer of ownership of the warranty of the Paint and Fabric protection that is something that is able to be done on any deal. Our General Sales Manager ****** ****** made contact with the *******s regarding this and fully explained the situation(as noted in the complaint from the customer). The customer is requesting for us to change our business practices to this and since their experience Auto Boutique shows on the addendum on our vehicles that our inventory is pre-applied with a Paint and Fabric Protection and addtionally is also listed in the disclaimer on our website of every vehicle listing.

  Customer response

  03/04/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint, as the disclaimer is now added to their website on newly listed vehicles as seen by the file attached. This acceptance is contingent however, on the Paint Protection Fee being actually included in the original pricing as the disclaimer states and not added at purchasing. If further complaints are made about the paint protection in future I recommend the Better Business Bureau re-look at this complaint. I would like to thank the business for reviewing my complaint and taking the recommended steps to resolve the issue. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I tried to purchase a vehicle from this dealership from out of state. I had everything completed on my end, including the final numbers from the financial manager, ******. The next day I had a salesman call me. He insisted that to complete the sale we had to add a $700 paint protection charge to the total of our loan. This is unethical. It is dishonest. Not to mention they had already ran our credit, which affects our credit!!! We told him that the financial manager did not have that in his numbers and he then refused to sell us the vehicle. They wouldn't answer texts, phone calls or emails after that. I cannot believe a company has such low standards for employees. To agree on a price, and financial terms and then change it and refuse to sell a vehicle and return communication. This business is beyond terrible.

  

  Business response

  02/26/2024

  Auto Boutique apologies for any inconveniences Mrs.****** may have experienced. Mrs.****** was originally in touch with our finance writing department for credit application submittion and verification of the information. After that process with an approval from a bank Mrs.****** was contacted by one of closing finance managers ***** on 02/19/2024. During this phone call with ***** Mrs.****** stated that they are "tax exempt" and weren't willing to pay the taxes that needed to be collected. The document provided was a form from *********** insurance stating that they customer had a total loss, not stating they were tax exempt. Auto Boutique collects tax for all finance deals, unless it is a 501C charity that is tax exempt, or has an applicable PUCO number rendering a business tax exempt when purchasing vehicles. We have an obligation to our lenders to ensure taxes are paid in the customers home state, otherwise they have the right to force us to buy back the loan and attempt to recover the vehicle, which is a risk we are not willing to take. What Mrs.****** was requesting was not something Auto Boutique is able to do as a company. Pertaining to the issue regarding the paint protection for $700, it is a product that is pre-applied to all of our vehicles but is not a requirement for purchasing a vehicle as stated on the Paint Protection contract. If Mrs.****** is still interested in purchasing a vehicle with Auto Boutique we would be more than welcome to assist as long as the customer is willing to do the process as it is legally needing to be done. 

  Customer response

  02/27/2024

  I was not trying to elude paying my taxes. I gave two different people a notarized tax affidavit for my state. Both the people I spoke to before ***** assured me this wasn’t a problem. They even asked their bosses above them to make sure. A tax affidavit is a LEGAL document that allows your sales tax to be transferred to a new car because you had a total loss in the previous car you already paid taxes on. This document is what has to be given to the DMV, so it’s obviously legitimate. ***** was also the third person we dealt with on the vehicle. We had never spoken to him before, and he introduced himself as a salesmen, not a finance manager. He refused to sell us the car because of the paint protection plan we asked him to remove. After the last message absolutely no one would return our messages or phone calls. They already ran (and affected) our credit at this point and then refused to communicate any further forcing us to look elsewhere and have our credit ran again! What kind of company operates in this way? I would never do business here after the way we were treated. This business has the absolute worst customer service I’ve seen in my life. I would highly advise anyone looking to purchase to STAY AWAY!

  

  Business response

  03/06/2024

  Auto Boutique apologies for any inconveniences Mrs.****** may have experienced. Auto Boutique collects tax for every deal unless a customer has a tax-exempt form for being a non-profit. The document from *********** shows that Mrs.****** would be reimbursed by them for the sales tax paid on purchasing a vehicle. Pertaining to the paint protection product it is pre-applied to all of our vehicles included in our sale price of our vehicles. The warranty pertaining to it is something our finance managers go over with a customer to transfer the ownership via purchasing the product, if a customer declines to have it transferred to them that is their choice to do. If Mrs.****** would like to speak to our General Sales Manager ****** ****** for more information regarding the situation that is no problem. Auto Boutique is not seeing what Mrs.****** is asking for for resolution for the situation at the time. 

• Initial Complaint

  01/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On January 5th I purchased a **** ***** ********* **** LTZ. I traded in a **** *** **** *** Horn with a payoff of just over $3000.00. This Loan has not been paid off (17 days after the transaction and contract signing) and is in fact officialy late according to Huntington Bank. I called the Huntington Bank this morning, January 22 and there is no payment pending or being processed. This is now affecting my credit. I will not make the payment due to the fact that when Auto Boutique finally completes their end of the contract I will be out that payment and will not get reimbursed. I have called numerous times to talk to a manager and have only gotten a wild goose chase with no meaningful response from Auto Boutique management. They will not answer my calls and now the front desk will not put me through without me stating my name and the nature of the call.

  

  Business response

  01/29/2024

  Auto Boutique apologies for any inconveniences Mr.******* may have experienced. Auto Boutique calculates customers trade in payoffs with a 20 day payoff with our company having a 5 day or 500 mile exchange policy for customers when they are purchasing a vehicle. This is documented on the trade in paperwork pertaining to Auto Boutique paying off a vehicle for a customer. Auto Boutique sent out Mr.********* payoff via UPS on 01/22/2024 and it was marked received on 01/23/2024. If Mr.******* ever needs anything in the future he can contact Auto Boutiques General Sales Manager ****** ****** for any assistance he may be in need of. 

  Customer response

  01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

  Customer response

  02/12/2024

  Complaint Type:
  Customer Service Issues
  Customer Service Issues
  select
  Problem:
  I purchased a vehicle from the dealership on Jan 5th, 2024. I was given a 45 day temporary tag. I have not received the memorandum title in order to get the vehicle tagged and registered with the state. I have 9 days remaining on the temporary tag. I would like to have the necessary paperwork in order to complete the registration.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Other (requires explanation)
  Other (requires explanation)
  select
  Desired Outcome:
  Delivery

  

  Business response

  02/20/2024

  Auto Boutique apologies for any inconveniences Mr.******* may have experienced. Auto Boutique does not have any record of Mr.******* contacting our company regarding the status of his title. His title was moved into his name on 1/30/2024 and was mailed out within 24hrs after being moved into his name. Car dealerships have a 40 day window from the date of purchase to satisfy moving a title into a customers name. This was taken care of by Auto Boutique within 22 days. Auto Boutique does not represent shipping/mail companies pertaining to him not receieving his title in the mail as it was never returned to Auto Boutique. However, Mr.******* notified Auto Boutique by a review that he has the title to his vehicle and it is registered to him. If Mr.******* needs anything in the future if he could please contact our General Sales Manager ****** ****** he will be more than happy to assist Mr.*******. 

  Customer response

  03/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I did in fact contact Auto Boutique about the title, I got no response from Auto Boutique, so I filed the complaint.  As with the first complaint I filed, Auto Boutique responded only after the complaints were filed to resolve the issues. I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *******

• Initial Complaint

  01/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a used SUV from them November 2023. Have called several times since December 2023 requesting a copy of my Bill of Sale. No one will send it to my email, mail it, or even return my call. Was denied request to speak with a manager as well. I am a nurse working nightshift & haven’t had the time to spend 3 hours to drive there to make request & file complaint in person.

  

  Business response

  01/19/2024

  Auto Boutique apologies for any inconveniences Ms.******* may have experienced. All of our customers are given copies of all documents they sign in store at the time of purchase. Our accounting department emailed the customer the document requested  on 01/15/2024. For anymore information needed in the future if the customer would contact our General Sales Manager ****** ****** he will have no problem assisting with any information they may need. 

  Customer response

  01/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *******

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Update: the motor is blown, confirmed by 2 different businesses. I would like auto boutique to help make this right in some way. Yes cars are sold as is, but come on. You’re selling cars that blow engines in 30 days. I was in love with my 2017 Sonata Hybrid and this dealership until 1/5/24.. I bought this car $13,200 CASH after tax just a month ago on 12/5/23 . I’m driving with my newborn and 5 year old in the car and out of nowhere the car shuts down while driving, saying “Check Hybrid System, Turn Engine Off”. A semi almost hit us because of the abrupt stop. I had to pay $125 to tow home and looking at thousands of dollars in repairs for the hybrid system. Battery alone is 3k if that’s what’s needed, even though I specifically asked ****** if Hybrid battery’s were thousands of dollars or more expensive because I didn’t know and she said NO. I inquired about this car and asked many questions, while being told false information. It’s giving theft by deception, and I’m heartbroken because I can’t afford the repairs and the random call center people won’t help me. I feel like I have no other option besides to contact the Attorney General’s office for help, because not only was I lied to so a sale could be made, but I was sold a car that broke down after a month. I’m sad. And nobody cares enough to make it right. I would have loved to return in a couple of years to purchase another car, so on and so fourth, but I can’t believe this is the way things are going. I will contact both business for proof of their inspections and diagnostic for proof.

  

  Business response

  01/16/2024

  Auto Boutique apologies for any inconveniences Ms. ******* may have experienced. Prior to this complaint Auto Boutique could not locate any communication from the customer to our call center regarding the concerns with the vehicle. Since the complaint has been filed Auto Boutique has been in contact with Ms.******* and had her vehicle picked up in Mansfield and brought to our dealership for repairs. Customer has agreed to allow Auto Boutique to do the work and communicate with us through the repair process. Auto Boutique will have the repairs to the vehicle complete within a week and have her vehicle back to her. 

• Initial Complaint

  12/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I can not get through to this business to provide documentation on a vehicle purchased and it appears that paperwork filed was not correct

  

  Business response

  12/27/2023

  Auto Boutique apologies for any inconveniences Mr.******** may have experienced. Auto Boutique has been in contact with Mr.******** and sent him documents he was asking prior to the BBB complaint and  additionally our staff has been trying to get ahold of Mr.******** numerous times since his complaint has been filed with the BBB and have not been able to get in touch with him. 

*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. ↩