ComplaintsforPHD Auto Group

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i purchased my car October 31, 2023, by November 13, 2023, it was in the shop, mechanic said it was a sensor got fixed and sent home check engine light came on, i called talked to Jessica she said drive it through a cycle, did that and check engine light came back on took it to ******** who said it needs a new transmission, warranty didn't approve it so i was getting rentals car was not able to be driven. come to find out the mechanic gets fired for not really fixing the cars took it to their new mechanic in feb 2024 learned it need a new engine. they had the vehicle from march to May fixing it. got it back end of May, and it broke down same day and coals from new engine caught fire. between end if may and now in June car has been in the shop 3 times, keeps breaking down and now is sent over to Nissan car dealership cause PHD mechanics can't figure out what's wrong with it. literally have been paying for a car note of a car i can't drive haven't drove in months and dealership won't return vehicle and allow me to get a reliable vehicle

  

  Business response

  06/12/2024

  This has clearly been a difficult scenario with back to back major issues. Client has been provided a loaner car for months and the $1500 figure is a discounted rate we provided for the transmission repair the warranty company denied the claim on. 

  Customer response

  06/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 1500 was for the down payment on a lemon I have not got to drive. I got a loaner car and it broke down now have another loaner car , but that doesn’t justify me not getting to drive a car I pay a note on all year. Haven’t even had the car a year and now the mechanics at the shop don’t even know what’s wrong with it why not give me a new vehicle ? Not to mention he said 1500 from a transmission he don’t even know what’s going on with the vehicle cause I never got any transmission work on the car. One of the many times I took it in they thought It was the transmission. 

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ******
  
  
  
  
   

  

  Business response

  06/12/2024

  Refund of a down pymt that is part of the initial contract has nothing to do with vehicle repairs unfortunately. We have spent countless dollars and labor hours attempting to repair the vehicle while the customer has been provided transportation they are still currently in. We are spending top dollar at the manufacturer dealership in an attempt to further get it right as we speak.    

  

  Business response

  06/13/2024

  Here is the retail installment contract with down pymt @ $1500

  Customer response

  06/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below 

   

  Jeremy keeps talking about a down payment , I don’t care about a down payment I’m currently on a payment plan for a Cadillac converter  that was $1500 and I also paid for on that was $750. Just for my car to go to Nissan last week and they say I need all new Cadillac converters , what did I pay for if I need all new and I have the receipts. I received my car oct 31st never drove it a month it has been back in forth in phd since I got it never getting fixed , I have multiple auto zone diagnoses letting me know why my engine light is on. Yes a loaner car is nice but when is my car getting fixed it has been in the shop since march 12 it’s June going into July I’m paying a note for a car I have never drove longer then a week and it went back into the shop . Asked from the very beginning can I get a new car and was told let’s wait and see what they say , and that the value on the car went down so I couldn’t ! This is beyond frustrating and wouldn’t recommend my dog to PHD . Warranty paid For a new engine and yet the same day it caught fire after I was told it was ready to be picked up. , it’s multiple things wrong with this truck it is not reliable at all. Never have been and PHD knows that. 

  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.

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

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 2013 ***** ***** from them on May 13, 2023. on the test drive, I noticed that the running light on the ***** ***** on the passenger side was not operational and that there was condensation all inside the headlight housing. I mentioned this to one of the owners Jeremy when I got back to the dealership and I told them that I refuse to purchase this vehicle unless the headlight is fixed or replaced. We have a written agreement that it had to be fixed or replaced so I was comfortable doing the purchase. The service manager had gotten a hold of me and told me to bring the car up which I did to look at. Her service technician agreed that it needs to be replaced because the housing was cracked. And I was told that they were going to order the parts, but it would be roughly a month. So I waited that time and then I brought it back to be replaced. I got a call almost 2 weeks later saying that it had been fixed. I drove three hours round-trip to pick it up and there was still condensation on the inside of the headlight. I pointed this out and they said they would get it taken care of. I received a call two days later, saying that it had been fixed again so I drove up there and it was still the same issue, but they had put an entire line of silicone on the top of the housing. Which was clearly visible from a distance and looked awful told them that it was not a proper fix but the owner refused to do anything more and on my way home there’s condensation in the headlight again. I reached out to the service manager and sent her a picture of it with the condensation clearly visible and I have never heard anything back.

  

  Business response

  07/24/2023

  Above is attached we owe signed by client on delivery date. The headlight issue was condensation and has been resolved. The we owe clearly states repair or replace and it has been repaired. We can provide video of water test also if necessary. I would like this complaint completely removed from my business profile. The client was aware of what he signed and we followed through with what was agreed upon.   

  Customer response

  07/24/2023

  Better Business Bureau:
  
  

  I have attached a photo clearly showing their “fix” viable along with the condensation that continues to happen. 
  

  Condensation is caused by the moisture difference on the inside of the headlight housing along with the temperature difference on the outside thus far proving that their fix is inadequate and their water test does not prove a proper fix. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

  

  Business response

  07/24/2023

  May we see a time stamped photo of the condensation?

  Customer response

  07/24/2023

  Better Business Bureau:
  Here is a time Stamped Photo.
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

  Customer response

  07/24/2023

  A Video from saturday 7/22/23 showing the same issue

  

  Business response

  07/27/2023

  the headlight is now fully operational, this is a cosmetic preference. we in good faith repaired the back up camera also. we propose that if the headlight ceases to work within 30 days we can re-address it at that point.  

  Customer response

  07/31/2023

  Better Business Bureau:
  There is still condensation inside the headlight. The issue is not fixed. I specifically said when I purchased that the condensation issue needs to be corrected. 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  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. ↩