ComplaintsforAutomotive Connection

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 22, 2024 I purchased a **** **** **** ****** for 19,717.91 putting $2,000 down. The verbal agreement was operational tires and the turn signal error for left and right be corrected in the vehicle. They listed as front wheel tires in our contract we discovered later but seeing this is an all wheel drive car all four would need to be replaced to be correctly operational. We signed the contracted as agreed upon and left with our car. A day or so after the brake light came on. We dropped the car back off with a promise date of Monday April 8th. We were not getting any updates so I called and the service manager refused an update. My boyfriend who was taking care of the appointments was frustrated and let the rude service manager Dima talk him into Tuesday being okay. Since he wouldn't give me an update I called where the car was being serviced at and they stated it was done. I called Dima and advised him that Monday needed to be as promised because *** ******* had it done. He told me no that it would be Tuesday end of day and hung up on me. He then proceed to call my boyfriend back and insult him by calling him stupid and hung up on him. Once we got the car back the car we noticed that they only replaced two tires, the turn signal light error was still on, there was white dirt on my seats and a cover on the back had fallen off. They replaced with extremely cheap tires that were not even close to what was on it when purchased. After a day of driving the drive train error came on. The tire will no longer hold air and leaks daily. We had to replace ourselves the brake pads, sensors, valve steams, repair the part that fell off and clean the seats. The tires did not have a leak prior to them replacing with cheaper tires so we feel personally attacked. We gave Dima the service manager all of the information but he will not reply. They have not fulfilled the contract as promised. This is extremely shady and dangerous business. We are looking for a cash appeasement.

  Business response

  05/01/2024

  All vehicles sold at Automotive Connection are sold As-Is and any promised work is completed as promptly as possible. We apologize that this is sometimes delayed due to the delivery of parts and also the volume of vehicles Automotive Connection is servicing at any given time. We attempt to communicate as efficiently and effectively as possible as well. However, when there are a multitude of phone calls in one day from customers on the same vehicle it severely slows down the progress of our service shop. As a result, the conversations may be briefer or sometimes more agitated than preferred. We apologize that you are unhappy with the level of customer service provided, but I can assure you no one was personally attacked. 

  All promised services were completed and the vehicle was returned to you as promptly as possible. The turn signals are fully function and the front tires were replaced as promised on the signed "We Owe" form. If you would like to pay to replace all four tires of your choice at our cost, please contact a member of management and we can direct you to shops we work with in order to ensure you get the lowest prices. If the replaced tires are leaking, you are welcome to take it to ******* ******* on ***** *** where the service was completed and they should be able to assist you. In response to your concerns about the interior condition upon picking up your vehicle, at no point was anyone or anything in the back seats that would cause the interior to be any different than during the initial test drive. If you would like to have one of our detailers clean the backset, I am more than happy to schedule that.

  Customer response

  05/01/2024

  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, reasons for rejection are included below.

   

  The car was supposed to be operational upon return. I would expect a high level of customer service in return. From working in the customer service industry myself it is best practice to take care of the customer to retain a postive experience and maintain a repeat customer. The car had more lights on after picking it up than upon purchase. We did not purchase the tires the company did and it will notWe are not wishing to return to your business at this time for service due to our Better Business 
  

  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, reasons for rejection are included below.
  
  The car was supposed to be operational upon return. I would expect a high level of customer service in return. From working in the customer service industry myself it is best practice to take care of the customer to retain a postive experience and maintain a repeat customer. The car had more lights on after picking it up than upon purchase. The tires are not functional with this car. We lost value because of the quality of the tire as we did research. The turn signal was not addressed as included in picture. We are not wishing to return to this business at this time for service due to our concerns of the actions of employees and how we were treated. Requesting an update should not cause your employee Dima to esclate in such a way. Please remember he called back to insult us. Compensation in form of money would be accpeted so we can continue the repairs ourselves. 
  
  Regards,
  
  ******** *****

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

  Business response

  05/03/2024

  I completely understand and again we apologize for your experience. If you should happen to change your mind or want to use a vendor we have a relationship with to reduce any service costs, we are happy to offer this with no expiration. Attached are the signed Buyer Guide stating the vehicle was purchased 100% As Is and the We Owe form with a list of the work owed that was completed as promised.

  Thanks

  Automotive Connection

  Customer response

  05/03/2024

  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, reasons for rejection are included below.
  
  Regards,

   

  Again I am attaching a picture of my **** *****r after I got it back. It had more lights on AFTER it left your establishment after service. You did not correct the turn signals and you cannot place just two tires on an all wheel drive car. You will damage the car. This is not an appropriate way to treat a customer.  Considering my boyfriend was called by one of your employees and insulted I would think your business would be more willing to take care of their customer. I again am looking for cash or check appeasement. I do not have interest in releasing my car to your service after the way we were verbally treated. 
  
  ******** *****
  

  Business response

  05/03/2024

  Again, I apologize for your experience and have had a conversation with our service manager. Even after the excessive phone calls to his cell phone, he will happily work to correct the issues with your vehicle. At no point will monetary compensation be considered for an option. If you would like to schedule a service, please let us know. Thanks for your time and hope you have a great weekend!!!

  Customer response

  05/06/2024

  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, reasons for rejection are included below.
  

  While I appreciate you talking to the service manager for his behavior we do not want service done through your location. We have already corrected most of the work ourselves and it was a huge financial burden. We could no longer wait on the service manager to get back with us. The vehicle is used as a daily driver for my boyfriend and his son. We could not risk putting a child into an unsafe vehicle. We still have to repair the vehicle turn signals and buy ALL new tires now. We aren't asking for thousands. We are asking for compensation to help us with the expenses we had too put in. I think what we are asking for is very reasonable and a pretty common resolution in the customer service industry. This is a resolution that I myself do daily to take care of a valued customer and keep their business.

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

  Business response

  05/06/2024

  As stated before, all vehicles are sold as-is, but we are happy to offer service at our shop or our cost at a shop where we have a working relationship. Good luck and hope you have a great day!

  Customer response

  05/08/2024

  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, reasons for rejection are included below.
  
  Regards,

   

  I will not be accepting the businesses offer. Again, after dropping the vehicle off at the location we received it back in worse condition than drop off. Compensation is the only thing that I will accept on my end and I believe we should be able to come to an agreement on that seeing that compensation 
  is a standard business practice in the customer service industry.

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

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/20/24 4,995 I bought a used car from auto connection they didn't tell me the car had no headlights or any wires to the car for the headlights to work and on my way home from purchasing it I could have wrecked the car was shimming all over the highway and could barely keep control I have tried to contact them several times about these issues they tell me we will get back to u about fixing it and never call back we did the test drive the sales person was with us in the car and kept encouraging me to go back after only a few mins of driving it. I have also took this car to my mechanic and he had to replace the breaks and roders they were so bad and warped thats was 600$ out of my pocket and it didn't even fix the car its still shimming and I can't drive it cause of no headlights. These people also called and asked me to sent the title back cause something is wrong with the title they say but there's nothing on there that I can see is wrong. There is no lien on the car I bought it straight it out cash.

  Business response

  04/06/2024

  We offer and encourage every customer to get a pre-purchase inspection due to all vehicles being sold 100% As-Is. All customers are offered the ability to purchase additional protection through one of third party vehicle service contract providers. Attached are the signed As- Is forms along with the waiver of service contract stating a Service Contract has been offered and explained and the customer chose to waive all rights and coverage included with the service contract. 

  Thanks,

  Automotive Connection

• Initial Complaint

  11/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a vehicle and never received the title. It has been over 40 days since purchasing. They also charged me without my permission and applied $200 of my money to someone else’s account. I was not reimbursed and had to dispute this with my bank.

  Business response

  11/06/2023

  Hello ******,

  The title was transferred to your name on the 10/25/2023 and was mailed out through the USPS. It should be delivered within the next few days if it has not already been delivered. You are welcome to get a duplicate title printed at any **** Title Branch. As far as the errant charge, please let me know the date and provide a receipt so we are able to correctly track the charge and correct this issue.

  Thank you,

  Tyler G*******

   

• Initial Complaint

  04/01/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Dealership was contacted about a dealer listed on various web sites available to me where I live. I was prepared to drive or fly to get the car to drive to my home if purchased. I was asked to fill out a credit app, which I did immediately. I was asked for income verification information and I requested someone from the finance department contact me before i would feel comfortable supplying such information. A woman, who was very condescending, explained the need for information which I supplied. It was only then that I was informed that the vehicle had a hold placed on it 6 days prior that was due to expire the next day, a Thursday. I was told salespeople do not have visibility of these holds, only the finance office. I asked why my credit app was taken and my credit run for a vehicle that might not even be available for sale. The condescending woman made it sound like that was my fault for not asking the right questions. I have text messages to validate. I called on Friday and was told the hold did not expire until the end of day Friday. I called Saturday to find out the car sold. I feel the dealership should have been forthright with information about the vehicle. This was a deceptive business practice to get my information and offer me other cars on their lot. I have text messages to validate that as well. As a business this dealership has the responsibility to be honest with consumers and not mislead them. I was badly misled and am now looking for another car after having 4 days of my time wasted.

  Business response

  04/03/2023

  *****, I am sorry to hear about your experience with our store. We do offer a hold policy for our vehicles that lasts 7 days to help our customers to better prepare for delivery of the vehicle. (Exp; travelling, arranging their own financing, waiting on down payment funds to clear, etc.) We do however also offer a second position on those holds in case the first deposit holder doesn’t take delivery of the held vehicle. It sounds as though Alina & Ryan where just getting you prepared to have the opportunity to hold that second position on the unit.

• Initial Complaint

  01/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I put 800.00 down was pre approved thru west lake I left the dealer on 12-23-21 with the 2018 Jeep. I decided on 12-30-21 I didn’t want the extra warranty told the bank when they called to ask how the transaction went. I was told to tell dealer which I did. (I have text messages between me and dealer) I was told to come in when I could to sign a different contract taking warranty off. No warning, call , text , letter nothing I wake up on 1-2-22 to my car gone off my private property. Check my cameras and see a tow driver came on my property at 2:38 am on 1-2-22. The dealer said he was out of office blamed it on someone different within the office the bank could not believe this happened. I was told by bank and dealer they have 20 days to finalize the deal. I was left with no car my 800 I gave them because they are refusing my money for a new key and the tow. Which I would of brought car back was never given that option. I am also out of my property in the car my baby’s car seat I just bought. I couldn’t take her anywhere if I found rides they had her car seat. I go out to get my property and they said it’s gone they don’t know where it went and are refusing my money. I believe this company is a fraud they have no reason to keep my money I did not default on my loan my first payment still isn’t due until 2-3-22. I was advised to reach out to you along with the attorney general of Ohio. I was also never given no repo order nothing the bank told me this was not them that they were still processing my loan it was only 9 days and 4 of them was holiday and weekend. I am trying to get my money back and my belongings at the least my baby’s new car seat. I have all the texts to prove I was never told there was a problem at all I submitted a part of contract where it says by law they can’t come on my property and also a place to meet that’s convenient for us both. However I still was never told to bring the car back I did nothing wrong at all I followed everything.

  Business response

  02/11/2022

  I spoke with Christopher on 12/29/2021 he stated that he no longer wanted the warranty on the unit he bought on 12/23/2021. I then informed ***** that he needed to complete his welcome call to the lender and ok the deal the way he had originally signed for the unit on 12/23/2021 for we only had 20 days to fulfill loan requirements. Then after funding on his deal I would do a Flat cancel (which means a full refund) the warranty that he said ok to the night he bought his new car on 12/23/2021. I informed him this was the best way since we only have 20 days to fund his loan. He agreed to complete the welcome call to fund the loan. He then did not complete the call nor did he respond to our calls to get this problem resolved. After many attempts to complete this we had our unit picked up. We need no repo order since this unit was never funded nor was the title out of our name. If you ask the bank for a certain amount of money to buy a car since you are not paying cash you have to follow though with your funding process on a SPOT delivery. We only held out of his deposit at that time what we had spent on his commitment.

   

   

   

• Initial Complaint

  01/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Saw a listing for a 2018 Toyota Highlander at this establishment. Listed at $24,990 called the dealership and they confirmed. Talked to the sales manager who confirmed they had the vehicle and the price. Called the next day to work out a deal, then the price was listed at $30,000 on website. Talked to salesman, said they didn’t have record of the price. Told him the ****** shows what it was listed at, he confirmed. Talked to the owner and who then said there was no way he would honor that because it was an error. He said even if you drove 2 hrs we wouldn’t have honored because it’s less than cost. I am not in the car business but I feel like even an error that causes false advertising should be honored.

  Business response

  02/11/2022

  This unit was traded back into us from a previous sale we conducted. At that time the unit was put back into our system. It then automatically pulled all the old pricing and info on the unit that was published from before and reposted it on that nights upload. Then this customer called in and asked about pricing and availably of the unit that next morning. Our sales mgr. asked the customer if they would like to put a deposit on the unit before making the trip in to hold the unit and the pricing. She denied the opportunity to do so. Then as soon as the mgr. brought up what happen with this unit with the owner he immediately researched the market on the unit and priced it according to market. Normally this is not a concern because a unit with more mile and older then we original sold it is lower but this not the market we are in today. We have since changed our process on units traded in that we have had in our inventory before.

  Customer response

  02/11/2022

  Better Business Bureau:
  
  This business made it very clear to me that even if i had put the deposit down on the vehicle and drove up same day they wouldn’t have honored the price. But since there is nothing else they can do, I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.   
  
  Regards,
  
  ******* *******
  

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2008 Porsche 911S from Automotive Connection in Fairfield Ohio on October 5, 2021. I live in ***** and found the car on ********* The pictures of the car and the sales staff represented the car as a clean and mechanically sound vehicle. I was told that Automotive Connection had just done a large service on the car. The ****** supported Automotive Connections claim. I bought the car and flew to Ohio to drive it back. When I arrived there were two warning lights on and the front tire was low. During my drive back the steering begun to shake, the rear bumper fell off and the transmission began to leak. Due to the repairs done by Automotive Connection, I believe they knowingly misrepresented the condition of the vehicle. I let the salesman know what had happened and he said to send the repair bill to him and he would see what they could do. I sent the repair bills and requested that Automotive Connection pay for less than half of the repairs in order to settle amicably and move on. I was told to call the manager, which I did repeatedly. Automotive Connection management told me they are an "as is" dealership that primarily sells to auctions and that they would not stand by the salesman's representation. I would never buy another car from Automotive Connection. They are the worst of what a used car lot is. In my opinion, Automotive Connection is only interested in making money. Stay away from this lot. In my opinion, Automotive Connections business is criminal and the employees should be ashamed of themselves. Shame! Shame! Shame! DO NOT BUY A VEHICLE FROM THIS BUSINESS!

*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. ↩